AccountId: 011433970860
ContactId: 076248be-71fc-4d4c-ba3d-70f2e99c872c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214490 ms
Total Talk Time (AGENT): 120579 ms
Total Talk Time (CUSTOMER): 67314 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/076248be-71fc-4d4c-ba3d-70f2e99c872c_20250509T18:49_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, I have, uh, just gotten my card a little bit ago and I'm trying to follow up on an appointment that I had started to set up when the change was happening and it looks to me through the client portal that my doctor does take this insurance and I'm told that the lab where I do blood work also does, but that I should still check with you guys and the uh client portals not being any help with that.
[AGENT][NEUTRAL] OK, so you're new to APL and you're trying to find information out about network providers?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, yes sir, I can help you with that as far as who you would need to speak to. First I'll need to pull up your policy information though and verify some things with you for security. So who am I speaking with please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the members, and what is your policy number rather?
[CUSTOMER][NEUTRAL] Uh, the medical ID number on the card?
[AGENT][NEUTRAL] No, sir, it would be for APL policy. Mhm.
[CUSTOMER][NEUTRAL] Oh no policy number I see it.
[CUSTOMER][NEUTRAL] Yeah, I see it now uh 02615718.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and Mr. [PII], any information that I'm able to provide today would be a verification of benefits and not a guarantee of payments. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same. Oh, let's see.
[AGENT][NEUTRAL] Yes, it is the same as the one you gave me, so that is the number that we should have for you as primary contact is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, and lastly your email address please?
[CUSTOMER][NEUTRAL] Uh, it's either [PII] or [PII].
[AGENT][NEUTRAL] OK, what was the first one you said again?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK. Mhm. OK. Thank you. Yes, sir, that is the one we have on file. Now, do you have, that's all the information I need to verify with you. So thank you for verifying that. So do you have your ID card there?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, so do you see where it talks about multi plan?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Multiplanullan is the network company for your policy, so to locate a network provider you would need to speak to them. Now I'll be happy to connect you over if you would like, but you should see their phone number there that says [PII].
[CUSTOMER][NEUTRAL] And yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that the number that you say? OK. So yes, sir, but I'll be happy to connect you if you would like.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Well, you're welcome. So is there anything else, Mr. [PII], that I could help you with this afternoon?
[CUSTOMER][NEUTRAL] No, that should be it.
[AGENT][POSITIVE] OK, well, thank you again for calling APL and I hope that you have a very nice, uh, weekend.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Uh-huh, you're very welcome. Thank you. Bye bye.