AccountId: 011433970860
ContactId: 1160b681-4ed3-41cc-bd35-305228477d72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376559 ms
Total Talk Time (AGENT): 242484 ms
Total Talk Time (CUSTOMER): 85981 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/1160b681-4ed3-41cc-bd35-305228477d72_20250224T21:26_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yeah, I'm trying to figure out where I can go that you guys are accepted.
[AGENT][NEUTRAL] OK, you're trying to find out about a network provider, is that correct?
[CUSTOMER][NEUTRAL] Yeah, so I can go to because all my people, all the guys, everybody I go to now has never heard of APL.
[AGENT][NEUTRAL] Yeah, so.
[AGENT][NEUTRAL] OK, so I can I can help you. What I will need to do that first just to pull up your policy information and verify some things with you and once I see the type of plan you have, then I can direct you as to who you would need to speak to in order to find that information out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and your policy number please.
[CUSTOMER][NEUTRAL] Uh, which one?
[AGENT][NEUTRAL] Your policy number for APL.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Well I have
[CUSTOMER][NEUTRAL] Dental vision and
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And what type of provider are you trying to find, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Medical and vision.
[AGENT][NEUTRAL] OK, now I won't be able to help you with the vision because vision is not one of our products that we offer coverage for. What is your medical ID number?
[CUSTOMER][NEUTRAL] Uh, hold on, I gotta look it up here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You guys talking about vision because we have vision for you guys.
[AGENT][NEUTRAL] No, sir. No, sir, not with APL you wouldn't. That's not a product that we offer coverage.
[AGENT][NEUTRAL] 4.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] I got the stuff downloaded on my phone.
[AGENT][NEUTRAL] Now, if the other few have your, did you say you had dental also?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If you have that policy number, I could probably cross reference it for your medical.
[CUSTOMER][NEUTRAL] OK, I get that.
[CUSTOMER][NEUTRAL] 02
[AGENT][NEUTRAL] Whichever. Uh-huh.
[CUSTOMER][NEUTRAL] 0259
[CUSTOMER][NEUTRAL] 785 7.
[AGENT][NEUTRAL] OK, thank you, one moment please.
[CUSTOMER][NEUTRAL] I think the medical might be 56. I'm not sure.
[AGENT][NEUTRAL] OK, that's OK I can cross reference, just one moment.
[AGENT][NEUTRAL] OK Mr. [PII], so as I stated before, I will have to verify several things with you first for security, so if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So the coverage that you have is through your employment with Manan, is that correct?
[CUSTOMER][NEUTRAL] Yeah, and that number is 56 and then 56.
[AGENT][NEUTRAL] Yes sir, I have it. OK, so first off, Mr. [PII], when you received your ID cards, did you set up your profile in the APL online service center so that you can have access to your ID cards and policy information also online?
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Mm, not that I know of, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I do have a user guide it talked about the on the document that your ID cards were attached to it talked about setting up your profile in the online service center.
[AGENT][NEUTRAL] And, but I will have a user guide that I can email you that will have the instructions for how to go about doing that and then that explains the different things that you can do once your portal is set up, OK? Um, so that email that I'll send to you in just a few minutes is going to come from [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I will put APL in your subject line so that you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We recognize that, OK?
[CUSTOMER][NEUTRAL] OK, yeah, I see here the business through MetLife.
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] Yes sir, so you would have to contact them to find out about any provider questions.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Now
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][NEUTRAL] Since you have two different types of coverages for your medical coverage, and then this information should also be on your ID card. It has information for multi-plan.
[AGENT][NEUTRAL] Multiplan is the, who you would contact with any provider questions for your medical.
[AGENT][NEUTRAL] Then on your dental, the network provider.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] For the dental coverage is Carrington. Yes, sir. Uh-huh. And both of those numbers should be on your ID card. Now, obviously, I will be happy to connect you with one of the two of them, but you had initially said medical, so would you like for me to connect you to multi-plan?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes please thank you.
[AGENT][NEUTRAL] OK, well, you're welcome. So again, I will send this email to you and just, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] So it's so.
[CUSTOMER][NEUTRAL] When when I'm talking to when I'm talking to the people at the.
[CUSTOMER][NEUTRAL] Uh, like at the hos or at the, the doctor's office, I tell multiplan and not.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Not APL.
[AGENT][NEUTRAL] APL is the company that processes your claims, but if it's a question regarding is a network and you know, is a doctor in your network, then you need to speak to multi plan or they would need to speak to multi plan and they.
[AGENT][NEUTRAL] The providers should know if they participate with multi plans.
[CUSTOMER][POSITIVE] OK, that's what got us. OK, no problem.
[AGENT][POSITIVE] Yeah, OK, well I'll be happy to connect you if there's nothing else that I can help you with and if you need any assistance with your portal, then you can call us back and we'll be happy to help you with that.
[CUSTOMER][POSITIVE] All right, thank you, ma'am.
[AGENT][POSITIVE] Well, you're certainly very welcome, Mr. [PII], and thank you again for calling APL. I hope you have a really nice evening.
[CUSTOMER][POSITIVE] You too ma'am thank you.
[AGENT][POSITIVE] Uh, you're welcome and thank you as well. So one moment please.
[CUSTOMER][NEUTRAL] Yes ma'am.