AccountId: 011433970860
ContactId: 015ff93d-d5f9-4095-8918-5b6de1810148
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213119 ms
Total Talk Time (AGENT): 100205 ms
Total Talk Time (CUSTOMER): 83671 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/015ff93d-d5f9-4095-8918-5b6de1810148_20250221T16:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I was just calling, um, see if you could help me out trying to find a provider around my area.
[AGENT][NEUTRAL] OK, um, your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] I actually
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 02588428.
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[CUSTOMER][NEUTRAL] years
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh yes, ma'am. It will be [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII] verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] It would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK, thank you. Uh, well, with your policy, uh, with us, we don't really have a network. Uh, you can go to a multi-plan provider and
[AGENT][NEUTRAL] Where if you go to a multi-plan provider, a claim could be repriced, um, and I give you that email address or their phone number and they can verify a provider that participates with them.
[CUSTOMER][NEUTRAL] OK, so would I just have to call?
[CUSTOMER][NEUTRAL] Them and
[AGENT][NEUTRAL] Uh, you can contact, yes, ma'am, you can contact Multiplan and they can verify um a provider that participates with them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, I'm sorry, I didn't know that it was different.
[AGENT][NEUTRAL] Oh no, you're fine. Um, and there's a website, which one do you prefer both?
[CUSTOMER][NEUTRAL] Um, I would just do the website and see.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But like I said,
[CUSTOMER][NEUTRAL] And then I would just have to
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Well, um, I was gonna explain your policy is open to where you go go to any provider. It doesn't necessarily have to be a a provider that participates with multi-plan.
[AGENT][NEUTRAL] But it does help as far as any um cost since you go to one of those providers, uh claims can be repriced.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So do you know like like if I would have to have a copay with these or anything?
[AGENT][NEUTRAL] Uh, there's not a co-pay, uh, with the policy you have with us, it's a limited medical indemnity plan. So it just pays a flat amount for coverage services.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Uh, yes, ma'am. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, no, ma'am. That would be it.
[AGENT][POSITIVE] OK, uh thank you for calling APL, Ms. [PII], and have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Mm. You're welcome. Bye.