AccountId: 011433970860
ContactId: 1f60ed5c-895f-40f3-af22-fc789d9dff09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405170 ms
Total Talk Time (AGENT): 170877 ms
Total Talk Time (CUSTOMER): 163907 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/1f60ed5c-895f-40f3-af22-fc789d9dff09_20250529T21:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm trying to find a doctor in [PII] within that network.
[AGENT][NEUTRAL] OK, and Mr. [PII], do you have a policy number?
[CUSTOMER][POSITIVE] I'm, I'm about to find that for you now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I kinda accidentally.
[CUSTOMER][NEUTRAL] Clicked out of it on accident.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I'll just have one of those days.
[CUSTOMER][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] It's in my email.
[AGENT][NEUTRAL] Uh, what's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh she's one.
[CUSTOMER][NEUTRAL] Yeah, just like that the only thing I'm missing is pillowcases.
[AGENT][NEUTRAL] She see.
[AGENT][NEUTRAL] And what policies in regards to, cause I show you have a medical accident, disability, critical illness, and dental. Oh, you said for medical, correct?
[CUSTOMER][NEUTRAL] Medical.
[CUSTOMER][NEUTRAL] Yes, yeah, I'm trying to get an appointment set up cause there's medications I would like to get back on, like blood pressure and my uh my jaro for diabetes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] OK, and Mr. [PII], uh, verify your date of birth, mailing address and email address for me please.
[CUSTOMER][NEUTRAL] Uh, OK, my uh date of birth is [PII].
[CUSTOMER][NEUTRAL] Um, do you know the address here?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your email address. I heard him. I heard the guy in the background.
[CUSTOMER][NEUTRAL] I probably said that wrong, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, my email address is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, uh let me see.
[AGENT][NEUTRAL] Uh, with your policy, we don't necessarily have a network. I mean you can go to any dental provider, but, um, you can go to a multi-plan provider and I can give you their website or phone number and they can give you a list of providers that participate with multi-plan to where your out of pocket costs wouldn't be as much.
[CUSTOMER][NEGATIVE] Alright, I was on the phone with a doctor's office here and they've never even heard of because I kept saying APL and and all that. Is there a way you can send me something that like proof? I mean, I got my cards and stuff that was emailed to me, but it doesn't have an address. They're asking about an address.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, the address should be on the, well, you got email. It should be on the side where submit claims to and there's a mailing address.
[CUSTOMER][NEUTRAL] I don't have none of that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just have like 3 cards.
[CUSTOMER][NEUTRAL] On for dental, vision, and then once I met life and
[CUSTOMER][NEGATIVE] I'm just confused, so bad. I'm really confused. I just need to get to see a doctor.
[AGENT][NEUTRAL] OK, um, well, if you like, I can email that to you or send a request to have the cards mailed out to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, can you email it to me and send out a request?
[AGENT][NEUTRAL] Uh, yes, sir. And the email address we have in the system is fine.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, I'll send a request to have it mailed and I'll email the cards to you, and on the card it would show your group name, your name, uh, the coverage type, your policy number, as well as our phone number and on the card it does have a number where you can locate a multi plan provider and it has multi plans website and their phone number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is this the PCP or what kind of insurance is it?
[AGENT][NEUTRAL] Say again?
[CUSTOMER][NEUTRAL] Is it what kind of is this like a PCP plan or uh what what is it considered?
[AGENT][NEUTRAL] Well, I just consider a limited medical plan, um, like we don't have, like I said, we don't have a network where the policy is open.
[AGENT][NEUTRAL] But um, I understand some providers might not have heard of us, but they can definitely give us a call and we can verify your benefits and eligibility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I just got your email.
[CUSTOMER][NEUTRAL] No, that was it yeah.
[AGENT][POSITIVE] I haven't seen it yet, but I'm gonna get it prepped right now so I can send it out to you. Just give me a few moments.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] No worries, I got time. I just.
[CUSTOMER][NEGATIVE] The problem is I work
[CUSTOMER][NEUTRAL] Pretty much during the week during the doctor's office hours and then on Fridays it seems like here in [PII] doctor's offices are closed.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I'm like, what?
[AGENT][NEUTRAL] Yeah, for some reason, yeah, for dental too, I've noticed that either they're closed or they got half days. It's weird.
[CUSTOMER][NEUTRAL] I just try to find
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Definitely different.
[CUSTOMER][NEUTRAL] If you work you just might as well be sick.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I will send this to you in a few moments.
[CUSTOMER][POSITIVE] Alright, I appreciate it. I love that Southern drawl.
[AGENT][POSITIVE] Ah, thank you.
[CUSTOMER][POSITIVE] Oh, by the way, like watch drop something beside your shiny. Are you looking, uh, it's just your smile is brighten up the day.
[AGENT][NEUTRAL] Ah.
[AGENT][POSITIVE] Yeah, sweet.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Alright, well you have a blessed day. I'll be with you know.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] You too. And if you don't receive the email within, I'll say 5 minutes, just give us a call back, OK?
[AGENT][POSITIVE] And the card you should hopefully receive in 3 to 5 business days.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, sounds great.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL. You have a great day, Mr. uh [PII].
[CUSTOMER][NEUTRAL] All right, you too, ma'am. Bye-bye.
[AGENT][NEUTRAL] Mm bye.