AccountId: 011433970860
ContactId: f7ce74a5-b415-4f48-8ee4-23d8dca7137f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215050 ms
Total Talk Time (AGENT): 110496 ms
Total Talk Time (CUSTOMER): 86832 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/f7ce74a5-b415-4f48-8ee4-23d8dca7137f_20250123T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII], and, uh, I'm trying to see what medical facility I can, uh,
[CUSTOMER][NEUTRAL] You know, I, I'm a I'm not diabetic, but I take, uh, you know, metformin.
[CUSTOMER][NEUTRAL] And I'm trying to see where I can get my prescription, uh, uh, what you call them, uh, doctors, you know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need a first.
[AGENT][NEUTRAL] I'm sorry, it's a little bit difficult to hear you. It sounds kind of muffled. You said your name was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII], and I'm trying to find me a position I can uh get see so I can get my prescription.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, OK, so you're trying to find um a provider for your prescription, correct?
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK, OK, um, sorry about that, like, yeah, let me see what I can do to help, um, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, uh 025.
[CUSTOMER][NEUTRAL] 79862.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right, [PII], just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 11:48 at
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying all of that information, [PII]. All right, so this plan it is a limited indemnity medical plan so it's a bit different than traditional, uh, major medical um this is where it does not have a set network so it would be up to each provider if they choose to follow the claims for you.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So you could essentially go wherever you'd like um some of them just may not file the claims for you if they don't, you can always file those claims yourself.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] I would still personally I would try to find someone who would just because that's an extra headache you can avoid but um if you find somewhere you really like um and they won't take it then you can still file those claims.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, I just need to get on my group number, my ID number, and, uh, they'll see what I'm gonna see, can I go back to my old position that I normally used to have.
[AGENT][NEUTRAL] The policy number? Yes, sir.
[AGENT][NEUTRAL] Yeah and if they have any questions or if there's if there's any confusion, um, maybe they've not heard of us or something like that they're more than welcome to give us a call you can give them this phone number we do talk to providers all the time, uh, so we can go over your benefits and the coverage and such.
[CUSTOMER][POSITIVE] OK, thank you. I OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, thank you, ma'am. All right, that sounds good.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Yes, uh, know you done a great job.
[AGENT][POSITIVE] All right thank you yeah I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] You do the same bye.
[AGENT][POSITIVE] Thank you. Bye bye.