AccountId: 011433970860
ContactId: 0bf99653-a263-4b83-83ba-b3b6b8cd1fc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 514280 ms
Total Talk Time (AGENT): 157840 ms
Total Talk Time (CUSTOMER): 164202 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/0bf99653-a263-4b83-83ba-b3b6b8cd1fc8_20250415T15:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I need help finding out what the name of my benefit provider is.
[AGENT][NEUTRAL] OK, um, do you have your policy number?
[CUSTOMER][NEUTRAL] I do not. I was just recently um
[CUSTOMER][NEUTRAL] Enrolled into the insurance on Monday. Uh, I was told that I would not have my member ID or group number or anything like that, and I was told to call this number.
[AGENT][NEUTRAL] OK, do you have your social security number?
[CUSTOMER][POSITIVE] Yes, uh, let me check really quickly. I'm so sorry. Hold on.
[CUSTOMER][NEUTRAL] OK, it is [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And are you trying to find out for, uh, I've got you on 3 different plans. It looks like dental, um, group accident and hospital indemnity. Which one are you trying to um
[CUSTOMER][NEUTRAL] Uh, I'm trying to hospital one.
[AGENT][NEUTRAL] Hospital, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, give me just a moment. System's running just a bit slow.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, just need to verify a few pieces of information. What is your birth date?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, that would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what is your address?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, thank you. And lastly your email address.
[CUSTOMER][NEUTRAL] That is A.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, looks like I have a different [PII].
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] No, it's a
[CUSTOMER][NEUTRAL] Uh, sorry.
[AGENT][NEGATIVE] Like it has [PII] in it.
[CUSTOMER][NEGATIVE] That is not correct.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] OK, what's your correct email address?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] A Day. Do you need me to spell it?
[AGENT][NEUTRAL] No, it's, it's the name on file, OK, um, and then is that [PII]?
[CUSTOMER][NEUTRAL] Oh, it is
[CUSTOMER][NEUTRAL] Yes, A Day [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And then you, are you wanting to check on your benefits or you just needed the name or how can I help you today?
[CUSTOMER][NEUTRAL] Yes, uh, I would just need the name to provide to the doctor's office to see if they accept my insurance.
[AGENT][NEUTRAL] OK, um, so it's American Public Life.
[CUSTOMER][NEUTRAL] in the network.
[AGENT][NEUTRAL] Um, we're American Public Life, and then the number you called on, that's the number that you'll give them.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] To call and then we don't, there is no network, there's no network on this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, um, let me give you your policy number. Um, do you have a pen handy to write it down?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, your policy number is 2615806.
[AGENT][NEUTRAL] And that's what you'll give them to give us a call and we'll verify your benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] PHCS what is what is PHCS and multi plan?
[AGENT][NEUTRAL] Um, let me see, that might be for, let me pull up here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me check one thing here. Hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] she can email you to email a list of those providers in your network, OK, instead of us writing it all down.
[CUSTOMER][NEUTRAL] Because she can probably do that, OK? You ask her that.
[CUSTOMER][NEGATIVE] Because I don't wanna ask for another one.
[AGENT][NEUTRAL] Let me double check and make sure that's.
[AGENT][NEUTRAL] Is that what was provided on your information, the PHCS and multi-plan?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] No, it was, uh, when I go to my, my benefits in a card website under the contact list, I was looking for uh like doctors who take my insurance and it told me to call a number that could help me with uh finding doctors and the representative that answered the phone was asking if I had PHCS or multi-plan and I was not able to answer.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK, yes, um, it does utilize multiplan, so let me give you, um, I can give you their number and their website I can email this to you too so you have it on file. Do you want me to do that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, I would, yeah, yes.
[AGENT][NEUTRAL] OK. OK, and that's again, that's [PII], right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, perfect. OK, let me email you this information. I'll include multilan's number. This is where you can call to see what doctors are in network. You can also go to their website and see what doctors are in network as well. Um, so it'll give you like search parameters and how to find somebody close to your house. So, um, I'll email that right now. Just give me about 2 minutes, um, and then you should receive that email. And then is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Um, there's a list of providers or you can look it up, OK, that's all. Thank you so much for your help.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too, bye.