AccountId: 011433970860
ContactId: fa55df76-cb95-439d-868c-3129041ac7f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320670 ms
Total Talk Time (AGENT): 168990 ms
Total Talk Time (CUSTOMER): 120224 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/fa55df76-cb95-439d-868c-3129041ac7f8_20250113T16:33_UTC.wav
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[AGENT][POSITIVE] Hi, good morning, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, I was just calling to see like um because I'm trying to get a prescription filled and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I don't even know, like my, I guess my VIN number, the, the pharmacist said they needed a VIN number or VIN number. I don't know what she's talking about.
[AGENT][NEUTRAL] OK, yeah, let me try to help you though. um, do you mind if I get your name real quick and your policy number?
[CUSTOMER][NEUTRAL] Yeah, name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last name is [PII]
[CUSTOMER][NEGATIVE] I see they got my stuff spelled wrong here anyway.
[AGENT][NEUTRAL] And do you have that policy number on hand, my friend?
[CUSTOMER][NEUTRAL] I'm sorry, yeah, it's uh 025.
[CUSTOMER][NEUTRAL] 17284
[CUSTOMER][NEUTRAL] 02517284
[AGENT][NEUTRAL] Perfect. And can you verify for me your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you so much. Hang tight while I pull up the policy you're wanting.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And I do just need to verify some other information with you real quick if you don't mind sir, your mailing address on file?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and then just the email and phone number on file as well my friend.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Email, uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect and then just that phone number, my friend.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome and then.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I am seeing if I have your card on file, so I do have that card on file for you. If you like, I can send it to your inbox, your [PII], that way you have it, but it will have your bin number and all of that. I do wanna let you know that your pharmacy benefits are through Parmavale, not through us, but that all the all the information is still on that card for you if you'd like me to send it to you.
[CUSTOMER][NEUTRAL] Yes, and, and
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, because, yes, ma'am.
[AGENT][NEUTRAL] Perfect. And then I'm going to get this email put together real fast and then let me check on something else. Um, I'm not sure uh because we aren'tharmavale. I'm not sure what the pharmacy benefits are for you, but, um, let me take a look.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. Yeah, it doesn't look like you have any with us. I just want to make sure that there weren't any additional benefits with us that I could help you out with um before I.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Sent this RPO.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] It's just gonna come through your subject line is APL ID card and I have it going to [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Perfect and then you said your name was spelled wrong. Is there something I can fix for the spelling of your name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's just they have an [PII], so my initial should be [PII] they have [PII] as as a middle initial.
[AGENT][POSITIVE] OK, perfect. I.
[AGENT][NEUTRAL] Let me go back into the policy in a place where I can fix it and I will update that for you so it's right, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] You having a good Monday otherwise?
[CUSTOMER][POSITIVE] Oh yeah, it's going all right.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Did you get any crazy weather this last weekend?
[CUSTOMER][NEUTRAL] Well, yeah, we had the snow.
[AGENT][NEUTRAL] Yeah, we did 2 here.
[CUSTOMER][NEGATIVE] It's, it smells pretty bad.
[CUSTOMER][POSITIVE] Yeah. Yeah, it's pretty, pretty thick around here.
[AGENT][NEUTRAL] I'm like grateful that it stopped though, that it's like melting now.
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][POSITIVE] Oh yeah, yeah, yeah, oh, it's definitely we're back in kind of back to normal.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yeah, like schools back.
[CUSTOMER][NEUTRAL] And the uh we could go back to work but I took off because of this, but
[AGENT][POSITIVE] Yeah, well, I'm glad you got a day off then.
[CUSTOMER][NEUTRAL] We are back to normal, yeah.
[CUSTOMER][NEUTRAL] Oh yeah, yeah.
[CUSTOMER][MIXED] It's not the funniest, but it is still a day off.
[AGENT][POSITIVE] Yeah, and you, hopefully you're getting paid for it, or if not, I don't know, but that's my favorite is when I'm off work and I'm getting paid and
[CUSTOMER][POSITIVE] Thank you, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, getting paid? Oh yeah, it's the best, yeah.
[AGENT][NEUTRAL] I did hit send on that email. It should be coming your way and then I'm just running into a roadblock on updating your um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your middle initial, uh, it's just not gonna be able to finish it while we're on the phone, but I'll continue working on that for you and get it updated, OK?
[CUSTOMER][NEUTRAL] The name
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Hey, it's my pleasure thank you so much for um reaching out to us at APL and I just hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes ma'am thank you as well.
[AGENT][POSITIVE] My pleasure you take care.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Right.