AccountId: 011433970860
ContactId: 201107a5-0163-41bd-88c6-de51916d6ce4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416920 ms
Total Talk Time (AGENT): 204301 ms
Total Talk Time (CUSTOMER): 155782 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/201107a5-0163-41bd-88c6-de51916d6ce4_20250107T18:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I would like to ask you about uh my insurance. They, they, uh, I tried to, um, like log into the website, um, to see how the, the, they provide with the doctor, the doctor, I can go, but it doesn't work and then they like to call this number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you're trying to find a doctor. Is that what you're trying to do?
[CUSTOMER][NEUTRAL] Yeah, yeah. And also I had, I got the insurance card and then it doesn't say on the medical ID doesn't have any number on it.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] On the, on the insurance card so that doesn't have any ID number, medical ID.
[CUSTOMER][NEUTRAL] Number, so
[AGENT][NEUTRAL] The ID number is the policy number, which is the policy certificate number. Do you have a card or you don't have a card with you?
[CUSTOMER][NEUTRAL] Oh, I already had a card, but the ID, no, no ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty. Um, do, do you know your policy number?
[CUSTOMER][NEUTRAL] Policy policy number.
[CUSTOMER][NEUTRAL] Uh, policy number we have it.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy number 02581912.
[AGENT][NEUTRAL] OK. So that is the ID number, OK. Um, but let me go ahead and pull your information and see what else we need to do, OK?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] May I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] Uh, so can help.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK thank you and I need um a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I need to verify the mailing address and email address for verification.
[CUSTOMER][NEUTRAL] [PII] and email too?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, we have a [PII], is that OK or should we change that to the [PII]?
[CUSTOMER][NEUTRAL] Oh, you had [PII].
[AGENT][NEUTRAL] Yeah, we have [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, uh, [PII], OK, it's OK.
[AGENT][NEUTRAL] That's fine. OK. All right. Um, so I see you have one of our hospital indemnity plan, it's a limited plan and um so you said you're trying to look for a doctor?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, try to look for the doctor because right now she at the, oh no, I'm at the uh what's that? Sima clinic, so I don't know that cowork with this doctor or not.
[AGENT][NEUTRAL] OK. Have you tried going to [PII] and putting your zip code to find a doctor?
[CUSTOMER][NEUTRAL] Oh, multiplan, so go to multiplan and find a doctor. No, I know.
[AGENT][NEUTRAL] Mhm. Yes, yes, and.
[AGENT][NEUTRAL] Yeah, that's how you find a doctor. Mhm.
[CUSTOMER][NEUTRAL] I just logged into the.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But so when they ask me about the medical ID number, so I have to put the policy number, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, that is correct. Now, when you go to [PII], if you're trying to just find a doctor and you go to [PII], um, what you're gonna do is um put um multi multiplan provider um let's see, services, so you'll put
[AGENT][NEUTRAL] [PII] and then you go to services under the Google search and then you're gonna click on find a provider. Once you click on find a provider you're gonna go ahead and click on um if you're looking for a specific service you're gonna click on network.
[AGENT][NEUTRAL] Multi-plan a specific service. You're gonna click on that and then you're gonna select and search.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you're gonna put your zip code and what type of doctor you're trying to find.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because like, I come to the cinema and then say, oh, they say also the, the medical ID doesn't have a number. I thought, oh, I don't know which one the, the ID number.
[AGENT][NEUTRAL] Mm, yeah, the ID number is the same as the policy number. Now, if you're trying to register through our website, um, if you want to just check and see um your claim status or submit claims or view your information, then, uh, you don't need the policy number. All you need is your personal information to register.
[CUSTOMER][NEUTRAL] So that's why I called.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You say like go to motor care and then go to
[AGENT][NEUTRAL] Multi-plan. Multiplan is just to find a doctor. Multiplan is just to find a doctor.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, multiple.
[CUSTOMER][NEUTRAL] Yeah, market plan and
[CUSTOMER][NEUTRAL] And then uh go to uh
[CUSTOMER][POSITIVE] Hospital. OK. I will find it. Thank you.
[AGENT][NEUTRAL] Yeah, just go to multiplan, find a provider. So it's multiplan M U L T I P L A N and then you will click on find a provider and then from, from there from find a provider, then you'll choose under multiplan network. You'll click on multi plan a specific service and then you will click on select and search, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] All right. Is, is there anything else I may help you with today? Any other questions or do you need me?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Uh, that's all. That's all. Thank you so much.
[AGENT][POSITIVE] OK. You're welcome, Miss [PII], and thank you for calling APL. You have a good day, OK? And if you have any other questions, just feel free to call us back, OK?
[CUSTOMER][NEGATIVE] OK, you have the problem.
[CUSTOMER][POSITIVE] OK, thank you. Bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See my
[CUSTOMER][NEUTRAL] OK