AccountId: 011433970860
ContactId: 13031bb1-64e8-4020-952d-20d441c5a9fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 470440 ms
Total Talk Time (AGENT): 228852 ms
Total Talk Time (CUSTOMER): 104359 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/13031bb1-64e8-4020-952d-20d441c5a9fe_20250213T17:07_UTC.wav
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[AGENT][NEUTRAL] You for calling ATL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hello [PII]. My name is [PII]. I don't know if I pressed the right option, but I just had a question about my insurance, um, like if they, um, let's see if I can find my words, if it covers telehealth, I think that's what it's called.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, let's take a look, [PII]. I can look at. What's your, do you have a policy number?
[CUSTOMER][NEUTRAL] Oh, I'm sure I do. Let me, let me pull that up here.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] OK, I saved it. Oh, maybe it was this one.
[CUSTOMER][NEUTRAL] OK, the policy number would be, um, I think this is the policy number 01980769.
[AGENT][NEUTRAL] OK. Let's take a look.
[AGENT][NEUTRAL] Yup, that looks like that's right. And then [PII], let me just get your uh date of birth and address, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my birthday is [PII] and my address is [PII].
[AGENT][POSITIVE] All right, thank you so much and then.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Looks like the email address on file is [PII]. Is that still good for you also?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me see if there's anything in here about.
[AGENT][NEUTRAL] OK, so it does look like um it does say that face to face contacts between a physician and patient is not required or pre prerequisite, excuse me, for payment for services um provided through telemedicine. So you can do uh telemedicine for a physician office visit. It looks like your plan does cover that.
[CUSTOMER][NEUTRAL] OK, so now to do that I would just have to find um a provider that's on um I'm, I'm so I'm not used to this um I guess how do I find somebody who does that?
[AGENT][NEUTRAL] Oh, it's OK.
[AGENT][NEUTRAL] OK, let's see if your.
[AGENT][NEUTRAL] Usually with these plans.
[AGENT][NEUTRAL] You don't have to use a specific network, but I'm gonna double check here see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So it looks like the plan that you have [PII] is managed through it's called multi plan and to find a provider you can actually it looks like go to their site or you can call them if you want I can transfer you over, give you their number, whatever works best for you or their site.
[CUSTOMER][NEUTRAL] OK, I'll take their um.
[CUSTOMER][NEUTRAL] I'll take their website. How about that?
[AGENT][NEUTRAL] OK, so it's pretty easy. It's just [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] Um, and actually when you get to the website it looks like right at the top there is a link you'll see it says providers and if you type, if you click that.
[AGENT][NEUTRAL] It'll take you to
[AGENT][NEUTRAL] A portal to find a provider.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I don't think you'll need anything else, uh.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Maybe that's for providers. Maybe you should click on members. I'm not really familiar with the site. I'm sorry, [PII]. Let me see here.
[CUSTOMER][NEUTRAL] OK, um, I'll take their phone number too if you have that just in case I can't figure it out.
[AGENT][NEUTRAL] OK, yeah, absolutely actually it looks like you're supposed to click on there's a link that says find a provider not providers it says find a provider.
[CUSTOMER][NEUTRAL] OK, bond of provider.
[AGENT][NEUTRAL] Yeah, it's a green button, um, and then when it comes up it does ask you to choose a network.
[AGENT][NEUTRAL] So the network that you're gonna click on is.
[AGENT][NEUTRAL] Multi-plan limited benefit plan.
[AGENT][NEUTRAL] It's the top one on the multi-plan column.
[AGENT][NEUTRAL] And then you just click select and search and you'll put in like the type of provider you want and then you can put in your city, state, or zip code.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Their phone number just in case if you need it is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, um, I got all that wrote down and I'm gonna look into that um I do have one other question.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] If, if I wanted to switch my plan with you guys, does that have to wait until open enrollment?
[AGENT][NEUTRAL] You have to check with your employer honestly to see if they what their kind of guidelines on that are um yeah it would be whatever they're able to do honestly [PII].
[CUSTOMER][POSITIVE] OK, I'll do that thank you.
[AGENT][POSITIVE] Yeah, not a problem. Anything else I can help with?
[CUSTOMER][POSITIVE] No, that'll be um all today thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a nice day.
[CUSTOMER][NEUTRAL] You as well. Bye.
[AGENT][NEUTRAL] Bye bye.