AccountId: 011433970860
ContactId: 167b926e-2f38-4a07-9092-c43e578fb218
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324649 ms
Total Talk Time (AGENT): 188018 ms
Total Talk Time (CUSTOMER): 86565 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/167b926e-2f38-4a07-9092-c43e578fb218_20250212T15:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I just, um, have gotten y'all's insurance through Work Focus, um, in [PII], and I have a standing appointment every month at Emerald Therapy Center, and they do not take this insurance evidently.
[AGENT][NEUTRAL] OK, so how can I help you today, Miss [PII]?
[CUSTOMER][NEUTRAL] OK, can you tell me who's in your.
[CUSTOMER][NEUTRAL] In your system that I can go to?
[AGENT][NEUTRAL] OK, Ms. [PII], so you're needing information on a network provider in your area, is that correct?
[CUSTOMER][NEUTRAL] I guess.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hi, yes ma'am. Well, I can help you as far as being able to direct you as to who you would need to speak to, but first off I'll need to pull up your policy information and verify several things with you for for security purposes first. So what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your policy number
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 259-626-8
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK, Miss [PII], any information that I provide would be a verification of benefits and not a guarantee of payment. So first off, what is your date of birth?
[CUSTOMER][NEUTRAL] [PII]. So what do I need to do to be able to see somebody today?
[AGENT][POSITIVE] Thank you and your
[AGENT][NEUTRAL] And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] The what?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. Your phone number that we have is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so yes ma'am for your policy to locate a network provider for the type of plan you have on your ID card it has information for multiplan. Multiplan is the network.
[CUSTOMER][NEGATIVE] OK, you guys have not, y'all have not sent me a member ID card because evidently.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] No, you go ahead.
[AGENT][NEUTRAL] So your ID cards are located in our portal. Your employer has it set up for you to get them online.
[AGENT][POSITIVE] Now I'll be happy to give you the website for setting up your portal if you were not provided that when you enrolled through benefits and a card, and then I can give you the phone number for multiplan and I can also connect you with them. They do have a website as well and I'll be happy to give you multilan's website if you would like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Along with their phone number.
[CUSTOMER][NEUTRAL] So you're telling me, Work Focus can give me my member ID cards?
[AGENT][NEUTRAL] No, ma'am. You enroll through benefits and a card or BIC.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your ID cards are located in the APL portal at [PII].
[CUSTOMER][NEGATIVE] So y'all can't mail them to me like normal people?
[AGENT][NEUTRAL] If a member requests that they be mailed and calls us then yes ma'am, I can send that. That will take approximately 10 business days for you to receive them. I will give you, um, I can email you the user guide so that you can go ahead and set up your profile and you will have them online until you receive the ones in the mail.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Do that.
[CUSTOMER][NEGATIVE] You can't even tell me who is in my network.
[AGENT][NEUTRAL] I'm trying to give you the information of who you would need to contact regarding your network.
[AGENT][NEUTRAL] And again, that is multi-plan.
[CUSTOMER][NEUTRAL] And that's what you're emailing me.
[AGENT][NEUTRAL] I was going to give you that so you could write it down and then transfer you to them. I'm going to email you our information.
[CUSTOMER][NEUTRAL] Go ahead, do that.
[CUSTOMER][NEUTRAL] This is the biggest run around with the generics insurance give me the phone number that I need to call and transfer me.
[AGENT][NEUTRAL] The phone number for my plan is [PII].
[AGENT][NEUTRAL] And the website is [PII].
[AGENT][NEUTRAL] And the email that I will
[CUSTOMER][NEUTRAL] Transfer me.
[AGENT][NEUTRAL] And the email that I'm going to send to you so that you can go ahead and have access to your ID cards, Miss [PII] will come from care team at [PII] and I will request that ID cards also be mailed to that address that we verified with each other.
[CUSTOMER][POSITIVE] Mhm, thank you.
[AGENT][NEUTRAL] You're welcome. And is there anything else I can help you with before I connect you to multi plan?
[CUSTOMER][NEUTRAL] Just transfer me.
[AGENT][POSITIVE] I'll be happy to and thank you again for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] What was that that you said?