AccountId: 011433970860
ContactId: 11497b3d-6963-4689-a676-7d15ddf13ce3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326970 ms
Total Talk Time (AGENT): 63647 ms
Total Talk Time (CUSTOMER): 102119 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/11497b3d-6963-4689-a676-7d15ddf13ce3_20250606T19:02_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey [PII], how you doing?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm doing fine.
[CUSTOMER][NEUTRAL] Um, yes, I was calling cause I was trying to see um.
[CUSTOMER][NEUTRAL] Is my coverage through my specific clinic is is my clinic in the network?
[AGENT][POSITIVE] I'll be happy to assist. May I have your policy number, please?
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 607-167
[AGENT][NEUTRAL] And if you can verify your name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Are you calling in regards to medical or dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, and if you can verify your email address?
[CUSTOMER][NEUTRAL] with [PII].
[AGENT][POSITIVE] Thank you for that one moment, um.
[AGENT][NEUTRAL] OK, I do show with your policy you can use any provider that you choose. there is no network.
[CUSTOMER][NEUTRAL] OK, because
[CUSTOMER][NEUTRAL] I was just trying to book an appointment with my clinic and they can't pull up APL for some odd reason. Then they asked me the PO box number and stuff like that, and they, and she was just like, uh, well, you, you probably gotta call, you know, your provider and see because we can't pull you guys up. It, it might be under another company or something.
[AGENT][NEUTRAL] Well, the problem is, um, they won't be, we're not in a database where they can pull us up they'll have to call and verbally get your benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So basically what I called the phone number that's on my ID card.
[AGENT][NEUTRAL] Yeah, the same number that you call they can call to to verify your benefits, but we're not in any system that they're gonna be able to to pull us up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, then, alright, alright, OK, now I see what so then then that's the same as far as dental as well if they can't pull you guys up.
[AGENT][NEUTRAL] Right, they would have to call and then we can fax over your benefits.
[CUSTOMER][NEUTRAL] OK alright
[CUSTOMER][NEUTRAL] And um is it are are you guys uh part of the situation is it is it 24 hours or basically business hours?
[AGENT][NEUTRAL] Oh no, no, no, we, um, Monday through Friday.
[AGENT][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Eastern.
[CUSTOMER][NEUTRAL] OK, yeah, so basically [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, [PII] time. I stay in [PII] though.
[AGENT][NEUTRAL] Yeah, 7 to 6 Central, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, appreciate it. Yeah, I was just trying to get to the bottom of it because I'm just like how you guys can't pull them up? Like I got insurance. I pay every week.
[AGENT][NEUTRAL] Yeah, we're just not in the database.
[CUSTOMER][POSITIVE] Right, right, OK, alright, thank you so much.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Um, no, ma'am, you, you answered everything because I was gonna ask about dental as well, but you said the same thing for dental.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Alright, well thank you I appreciate it and give them a call back and tell them just call you guys so y'all can fax it over.
[AGENT][POSITIVE] Alright well thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Mhm. Bye-bye.