AccountId: 011433970860
ContactId: 0307e3bc-27be-46c9-86d7-a169d4eabaf1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343829 ms
Total Talk Time (AGENT): 184371 ms
Total Talk Time (CUSTOMER): 157327 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/0307e3bc-27be-46c9-86d7-a169d4eabaf1_20250313T20:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII].
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] I have an insured on the line. Um, do you want his policy number?
[AGENT][POSITIVE] You can give that to me, yes, ma'am.
[CUSTOMER][NEUTRAL] It's 259-554-6.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And his name is [PII].
[AGENT][NEUTRAL] OK. [PII]. OK. And how can I help him today?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, he wants to speak to someone about his benefits. Um, he called because he was trying to go to the doctor and he said he needed a physical and they've never heard of our insurance and he was having a hard time getting an appointment. And so I am getting him a list of providers in his area and I'm going to be emailing that to him in a few minutes. Um, but he also wanted to speak to someone about the benefits. Um, I don't know what he, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so he just.
[AGENT][NEUTRAL] OK, so he just has some benefit questions on this coverage on this HR policy.
[CUSTOMER][NEUTRAL] Yes. Yes.
[CUSTOMER][NEUTRAL] Yes, and if he brings it up I am getting him that list. I told him it might take about 15 minutes, you know, but um, so I'll send it to.
[AGENT][NEUTRAL] OK, did you give him, OK, and did you give him Multiplan's phone number as well?
[CUSTOMER][NEUTRAL] What's wrong with you? Of course I didn't. Does, do I need to transfer him over there?
[AGENT][NEUTRAL] Uh, well, no, I mean for providers, I mean, I would.
[CUSTOMER][NEUTRAL] Oh yeah, I'm gonna email it to him but you know the site and everything.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I got you I got you I got you. OK, but yes, OK, is he fully verified, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, and I have his callback number.
[AGENT][NEUTRAL] And he's on the OSC OK, is it different than what's in the system?
[CUSTOMER][NEUTRAL] No, same number, yes.
[AGENT][POSITIVE] Same number. OK. Well, I will be happy to speak to Mr. [PII].
[CUSTOMER][NEUTRAL] And I did not mention the OSC.
[AGENT][NEUTRAL] He's already set up. I can, I can see he's, he's set up on CUDAT it shows that he um has opted in for text alerts, so that means he's set up.
[CUSTOMER][POSITIVE] Oh, OK. Oh, good. Good.
[CUSTOMER][NEUTRAL] I know I'm gonna have to start paying attention to that, yeah, OK.
[AGENT][NEUTRAL] Say that.
[AGENT][NEUTRAL] No number 3 so that means he's got a profile set up.
[CUSTOMER][POSITIVE] Oh, well, thank you for telling me that.
[AGENT][NEUTRAL] So you, you didn't need to mention it to her.
[CUSTOMER][POSITIVE] Yay.
[AGENT][POSITIVE] And his benefits are also in there too. I can't wait to tell him that. OK, but I'm just kidding. I'm just, I'll be glad to help him. Yes, I will.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. OK. Here he comes.
[AGENT][POSITIVE] All right. Thanks, [PII]. Have a good evening.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] OK, bye bye.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] A. Yes, how are you?
[AGENT][NEUTRAL] Hi, this is [PII]. How are you today?
[CUSTOMER][POSITIVE] Doing good.
[AGENT][NEUTRAL] Yeah, so [PII] was telling me you had some questions regarding your benefits, is that correct?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, well, I'm trying to make a.
[AGENT][NEUTRAL] Yeah, so I
[CUSTOMER][NEUTRAL] I'm, I'm trying to make an appointment for a physical with uh Doctor [PII] from uh Paramus.
[CUSTOMER][NEGATIVE] And uh they they can't seem to find my uh insurance uh policy.
[AGENT][NEUTRAL] OK, so [PII] did tell me that she was emailing you a list of um the providers. Now you can also reach out to Multiplan Mr. [PII] because Multiplan is the network company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's the network provider company and their phone number is also on your ID card.
[AGENT][NEUTRAL] It's an [PII]. It says to locate providers in your area.
[CUSTOMER][NEUTRAL] OK, and that.
[CUSTOMER][NEUTRAL] OK, um, I didn't get any I didn't get the email from uh.
[AGENT][NEUTRAL] Yes, she said that you, she told you it would take her about 15 minutes probably to get that to you, so she's working on it.
[CUSTOMER][NEUTRAL] Oh OK alright.
[CUSTOMER][POSITIVE] OK, no problem, um.
[AGENT][NEUTRAL] OK. And then any information I do provide for you, Mr. [PII] on your benefits will be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So what type of
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What type of questions do you have?
[CUSTOMER][NEUTRAL] Well, um, the, they, so they gave me this, uh, NPI number.
[CUSTOMER][NEUTRAL] To see if uh if it was um.
[CUSTOMER][NEUTRAL] And the list of providers.
[CUSTOMER][NEUTRAL] Where, where do I um check to to see that?
[AGENT][NEUTRAL] OK, for provider information network provider information, you can contact multiplan.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Also, [PII], OK, [PII] is gonna email you some information, but there's also a phone number on your ID card, and it should show multiplan to locate a network provider and their phone number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, yeah, I saw that.
[AGENT][NEUTRAL] So that's who you would contact regarding that.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] So do you have any other questions though for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, no, that I think that should be good.
[AGENT][NEUTRAL] OK, well, are you going to call them directly or would you like for me to transfer you? do you wanna wait until after you get your email from [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, before you
[CUSTOMER][NEUTRAL] Uh yes, uh, I always.
[CUSTOMER][NEUTRAL] Yeah, I, I'm gonna wait for the email to see uh.
[AGENT][NEUTRAL] Oh, OK then. All right. Well, OK. Well, again, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] What's nearby?
[CUSTOMER][POSITIVE] No, I think I should be good. Thank you, thank you so much.
[AGENT][POSITIVE] OK, Mr. [PII], well, you're very welcome and thank you for calling APL. I hope you have a very nice uh rest of your day today.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Yes, sir. Thank you. Bye bye.