AccountId: 011433970860
ContactId: f20e4415-6219-4958-9fd6-ba34a5172714
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 596270 ms
Total Talk Time (AGENT): 218873 ms
Total Talk Time (CUSTOMER): 221542 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/f20e4415-6219-4958-9fd6-ba34a5172714_20250218T17:15_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi. So I've never received my cards for pharmacy, and I'm here at the pharmacy trying to pick up my medication, but they're asking me for like an RX number, stuff like that. Would you be able to help me?
[AGENT][NEUTRAL] I'm not sure what type of policy do you have? Can I have a policy number? I can see if I can assist you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Policy number, yeah, there's a policy number, right?
[CUSTOMER][NEUTRAL] Um, it says 02595543.
[AGENT][NEUTRAL] And can I have your name, mailing address, and your date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII] and [PII].
[AGENT][NEUTRAL] OK, so could you slow down and repeat that to me again? Because I have to verify this information in the system. So what is your date of birth?
[CUSTOMER][NEUTRAL] Yeah, that's what I'm like, um, yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] We have something different.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, so do the address need to be updated?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I can transfer you to customer service once I'm done with you. Could you verify your email address for me?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And the callback number just in case the call is disconnected is the [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So that information that you're requesting should be listed on the back of your card, however, I'm gonna pull it up to make sure that it is listed on there.
[CUSTOMER][NEUTRAL] Yeah, but I don't have like there's, there's one for like hospital and there's one for dental, there's one for vision and I need the one for the pharmacy.
[AGENT][NEUTRAL] So there is no pharmacy card, it's all on the same card.
[CUSTOMER][NEUTRAL] OK, so they're asking me for an RX number.
[AGENT][NEUTRAL] Mhm, do you have your card with you so I can show you where it is for future reference?
[AGENT][NEUTRAL] Do you have your medical card?
[CUSTOMER][NEUTRAL] All I have
[CUSTOMER][NEUTRAL] Yeah, all I have is the medical card, yes.
[AGENT][NEUTRAL] Right, and that I just stated, ma'am, that your, your pharmacy benefits are on the back of the card. So if you have the card and it says multi plan on the very front page with the APL.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Oh no, no, no, no, I don't have all I have is an email that it was sent to me with the card number.
[CUSTOMER][NEUTRAL] That's all I don't have the cards yet.
[AGENT][NEUTRAL] So they didn't send you a picture of the card to your email?
[CUSTOMER][NEUTRAL] Nope. Nope.
[AGENT][NEUTRAL] Mm. OK, so let me give you the VIN number.
[CUSTOMER][NEUTRAL] Hold on, excuse me, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see if I can send this to your email.
[CUSTOMER][NEUTRAL] Do you mind talking to him?
[CUSTOMER][NEUTRAL] Alright, so what is it that you would need exactly?
[AGENT][NEUTRAL] So let me send it to your email OK? because she sounds like she's giving you a difficult time so I'm gonna send it to your email so give me one moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I'm gonna send a copy of the entire card to your email.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] There might be a PCN but maybe not. All right, can you, can you give me the RXNN number, my love?
[AGENT][NEUTRAL] So that number is 610-114.
[CUSTOMER][NEUTRAL] 610-114.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there is there a PCN number?
[AGENT][NEUTRAL] P as in Paul, V as in Victor.
[CUSTOMER][NEUTRAL] P as in Paul. V as in Victor.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, is there, is there an RX group?
[AGENT][NEUTRAL] I as in India, M as in Mary, A as in Alpha. 9490 dash G as in Greg.
[CUSTOMER][NEUTRAL] Can you a little bit slower, honey.
[CUSTOMER][NEUTRAL] The the RX number RX group is I as in Indian.
[AGENT][NEUTRAL] M as in Mary, A as in Alpha.
[CUSTOMER][NEUTRAL] And I.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] N as in Nanha.
[AGENT][NEUTRAL] M as in Mary, A as in Alpha.
[CUSTOMER][NEUTRAL] Oh, uh-huh.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] 9490-G as in Greg.
[CUSTOMER][NEUTRAL] G as in green.
[AGENT][NEUTRAL] So I just sent something to your email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, this is the policy number. Do we have an ID number?
[AGENT][NEUTRAL] What does she mean the ID number? We just gave her the VIN number and the group number and the PCN number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How we
[CUSTOMER][NEUTRAL] She said that the RX number, the VIN number, and the PC should be enough.
[CUSTOMER][NEUTRAL] But I need a member ID number. She needs a member ID number.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] So that'll be your policy number. Did you, did you give them, she's being this, did you give them your policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, it's 02595543, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Yeah right right.
[AGENT][NEUTRAL] That doesn't, so I just sent you an email. That doesn't your policy your benefits for your pharmacy does not have a policy number. It only has the VIN number, the group number and the PCN number that we provided her with.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] All right, my love, thank you so much for your help.
[AGENT][NEUTRAL] Did you see the email?
[AGENT][NEUTRAL] Did you get the email?
[CUSTOMER][NEUTRAL] Uh, let me see, hold on, give me one sec, let me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you for being so patient. Oh, you're welcome. Thank you. I can I help you?
[CUSTOMER][NEUTRAL] No, I haven't gotten any email.
[CUSTOMER][NEUTRAL] And what is your group? I am a.
[CUSTOMER][NEUTRAL] 9490. Yes.
[AGENT][NEUTRAL] So you said your email was [PII]?
[CUSTOMER][NEUTRAL] Are you the [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] call
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Are you the cardholder
[AGENT][NEUTRAL] OK, so see if you have it now.
[CUSTOMER][NEUTRAL] Give me 1 2nd
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You received it
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you receive it?
[CUSTOMER][NEUTRAL] To the
[CUSTOMER][NEUTRAL] She let me, I'm gonna put you on speaker.
[CUSTOMER][NEUTRAL] OK, look, she sent me the card, running back. OK, this is exactly what I have here except that she showed you the bag, you know, VIN number. I don't know, yeah, OK, yeah.
[AGENT][NEUTRAL] Um, I don't know what else you want.
[CUSTOMER][NEUTRAL] this
[CUSTOMER][NEUTRAL] Hold on, she's
[CUSTOMER][NEUTRAL] the car.
[CUSTOMER][NEUTRAL] The, yeah, can I have your system here for you. So now it's not finding it.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] But they're saying that the 0.
[AGENT][NEUTRAL] And any num so any number, any information that she needs, the number for the your pharmacy benefits is literally listed on the information that I just sent over to you by email. It says Farmerville and then it has customer service and their number for her to contact them.
[AGENT][NEUTRAL] She, she needs to contact them being that she's the pharmacist. She should call to verify the benefits. It's a part of her job.
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] Give me 1 2nd, honey.
[CUSTOMER][NEUTRAL] Yeah, I got that.
[AGENT][MIXED] I do apologize that they're giving you a difficult time with this, but it's self-explanatory.
[CUSTOMER][NEGATIVE] We're not giving her a different time. It's not working.
[AGENT][NEUTRAL] So all you have to do is that number, the information that I provided her that she just showed you where it says formerville in customer service and the [PII] number, that is the number that you would contact to verify that information. Is there anything else that I can assist you with here, ma'am, at American Public Life?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We can do
[CUSTOMER][NEUTRAL] No, thank you. We'll call them.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL have a great day.