AccountId: 011433970860
ContactId: 20c9a29a-b6a7-4067-a653-ccb74df1e8ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 876489 ms
Total Talk Time (AGENT): 314434 ms
Total Talk Time (CUSTOMER): 355670 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/20c9a29a-b6a7-4067-a653-ccb74df1e8ab_20250620T17:12_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, OK, I just found out that this is my insurance company because I have it through multi plan. I'm a contractor through my job. My name is [PII] Ms. [PII]. I was hoping you would be able to send me an email kind of with a breakdown of my benefits so I can know what I'm eligible for, what medicines are covered, what prescription and pharmacy I could be going to. I went to CVS yesterday and it was like $65. I'm just trying to figure out how I can best get my needs met.
[AGENT][NEUTRAL] Do you have a policy number, [PII]?
[AGENT][NEUTRAL] Um, I didn't get your whole name. Can I have a policy number, please, [PII]? I apologize.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] was crazy.
[CUSTOMER][NEUTRAL] No worries, um, the policy number is 02634871. My date of birth is [PII] and my name is [PII]. I am the policy owner.
[AGENT][NEUTRAL] [PII], could you verify your mailing address for me and the email that we may have on file for you?
[CUSTOMER][NEUTRAL] Oh, I don't know the [PII], girl, I do not know the email y'all would have [PII] or it might be my work email, which would be OK.
[AGENT][NEUTRAL] Mhm that's what we have.
[AGENT][NEUTRAL] We have the rand. So what is a good call back number just in case the call is disconnected [PII].
[CUSTOMER][NEUTRAL] The number I'm on now [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so do you have a copy of your card?
[CUSTOMER][NEUTRAL] So, I have a digital copy of it. If I could request a physical copy, that would be really helpful because I, I'm, I've not been showing the right card to my doctor's appointments. Um, so yeah, so I went to Planned Parenthood yesterday and they told me they don't.
[AGENT][NEUTRAL] You been showing them your dental card.
[AGENT][NEUTRAL] That's the card you've been sending them, you've been showing them your dental card.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] If they
[CUSTOMER][NEUTRAL] I think either the dental, either the dental card, no, this one says plan limited benefit medical plan, but I didn't know. I just got a physical little multiplan card. I didn't realize that that wasn't my health insurance card. It's just like from TRC saying that this is some, oh, but there's no number or anything on it. It just says multiplan, there's no card number. There's no claim number.
[AGENT][NEUTRAL] That is.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] So I don't think I have the right card.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So let me see.
[CUSTOMER][NEUTRAL] Cause I have the digital one on my phone, that's where I was able to get my policy number from. This is like a screenshot I took. I don't have a physical card of this stuff from [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEGATIVE] And of course this, I only go to the doctor when I'm sick. So now I got bronchitis and I'm sad and I'm irritated, and I don't feel well.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Oh, no. I know how they could, um, I know how it feels.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] So let me see, so I'm gonna send you, I'm gonna send a copy of your card to your email to verify this is the card that you have.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me pull that now because now I'm trying to find a doctor and you wouldn't be able to help me find a doctor, right? You only can just help me with the benefits breakdown, correct?
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] Mhm, um, well I can send you a, I'm, I'm gonna try to assist you. I don't wanna keep passing you around to somebody.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let me know if you received it. Hold on.
[CUSTOMER][NEUTRAL] OK, I'm waiting for the email to come through now.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] the policy.
[CUSTOMER][NEUTRAL] Um, and it was [PII]. Oh, there it goes, OK, um.
[CUSTOMER][NEUTRAL] No I can't I see the attachment.
[CUSTOMER][NEUTRAL] OK, so this is the card I digitally have. I do not have a physical version of this card.
[AGENT][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] Um let me see you a copy of your policy.
[AGENT][NEUTRAL] OK. I'll give you a copy of your policy.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Let me go ahead and are these.
[AGENT][NEUTRAL] So did you receive a copy of your policy?
[CUSTOMER][POSITIVE] I'm waiting for that just came through right here. OK, perfect.
[CUSTOMER][POSITIVE] OK, perfect, perfect.
[AGENT][NEUTRAL] So now let me request for a hard copy to be sent out to you. Give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So, on that card, so let me walk you through the, with the card.
[AGENT][NEUTRAL] So on the card.
[AGENT][NEUTRAL] It's going to.
[CUSTOMER][NEUTRAL] Let me pull that image back up. OK, so I'm looking at the card now. So I see I have two versions of my save screenshots. I have one for group voluntary dental, but I see the one that has the limited benefit med plan VIP BIC.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I didn't realize I signed up for limited benefit. I probably shouldn't have done that.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So on your card.
[AGENT][NEUTRAL] So on your card, were they able to find your
[AGENT][NEUTRAL] Information like for the pharmacy?
[CUSTOMER][NEGATIVE] So I went to CVS. I don't think he [PII]d my information on the pharmacy thing because he was trying to find the insurance. I don't know if he pulled up APL. I'm not 100% certain. So I ended up paying $65 out of pocket for my medication yesterday, which is fine, but I don't think I provided him with the right information, so that could be completely my fault cause I just gave him this PRC member card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So look on the, so there on the left side of the card it says APL but then on the right side of the card it show it shows your um where they submit the claims and everything, but then it also shows at the bottom where it says Lucy RX.
[CUSTOMER][NEUTRAL] Uh, Lucy RX, Lucy RX on the left side or the right side?
[AGENT][POSITIVE] The right side.
[CUSTOMER][NEUTRAL] Um, I just see.
[AGENT][NEUTRAL] From the email that I gave you?
[CUSTOMER][NEUTRAL] I see farm available customer.
[CUSTOMER][NEUTRAL] Oh, the 1st or the 2nd 1.
[AGENT][NEUTRAL] Um, the, the first one that I sent you.
[CUSTOMER][NEUTRAL] OK, let me see. OK, yeah, so this is a different card than what I was looking at, actually, yes, so let me screenshot this one, so yeah, I do see that one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you go to the pharmacy, you give them that information by Lucy. Everything by Lucy is gonna be a customer service number. It's gonna have theIN number, the group number, the PCN number. That's everything you need for the pharmacy there.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So yeah, I messed all this up yesterday.
[AGENT][NEGATIVE] Mmm. You don't feel good, so, you know, when we don't feel good, we just like, oh.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I just want this to be done.
[AGENT][NEUTRAL] So give me one moment now let me request a copy of your card to be sent out to you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I sent the request for a copy of your card to be sent to you as well.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so that is your, this is your medical plan. The card that the the first email that I sent you the stuff to the right is everything about your
[AGENT][NEUTRAL] Insurance plan where you can, they call us, your policy number, everything being on the left side, on the right side of the card, it says Lucy RX that is for your pharmacy every time you go to the pharmacy.
[CUSTOMER][POSITIVE] OK, OK, perfect, so I need to say this to my favorites.
[CUSTOMER][NEUTRAL] Yeah, because I was using one that had.
[CUSTOMER][MIXED] It said farm available and I don't know why I would have two separate ones, but that's whatever. I don't know. I'm gonna favorite this though and I'll have a physical one in the mail coming soon, OK.
[CUSTOMER][NEUTRAL] And I think I had the multi-plan people send me a list of providers, and I tried to make sure they were actual physicians in their offices because when I was on the website yesterday, it was sending me like I was at Planned Parenthood looking for a doctor and it told me that the doctor is available there, but Planned Parenthood doesn't take APL, so I was confused as to how that website was set up, not that you need to, that's neither here nor there, but it was so difficult to navigate actually finding a physician and finding an urgent care who could assist me.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Got you. OK, so then, um, for the list of providers there's a website called Multiplan. You see that under on the left side of the card it says [PII]. So when you get there, there's gonna be a um an option for members and providers and then you scroll down, I think you can find.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] I, I don't be on this website, but I'm gonna try to walk you through it to see. So my health plan members, you're gonna say find a provider.
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And scroll all the way down.
[CUSTOMER][NEUTRAL] All the way down.
[CUSTOMER][NEUTRAL] See, it pulls me to Claretev.
[AGENT][NEUTRAL] Scroll all the way down and then under the Claritil. Mhm. Find a provider.
[CUSTOMER][NEUTRAL] And then for health plan members where it says find a provider.
[CUSTOMER][NEUTRAL] OK, so it says find a doctor or facility. Welcome to multi plan provider sir, search for a doctor, hospital lab, or other health care provider.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then you're gonna choose um
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, so you're gonna go over here to the, the second column, the multi-plan network and you're gonna find you're gonna you're gonna click on the multi-plan limited benefit plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then hit select and search. Then you're gonna put in.
[AGENT][NEUTRAL] What you're looking for like what type of facility you're looking for?
[AGENT][NEUTRAL] You said you're looking for an urgent care.
[CUSTOMER][NEUTRAL] So I'm just looking for a primary.
[AGENT][NEUTRAL] Oh, you want a primary physician?
[CUSTOMER][NEUTRAL] Well, no, not, I already went to urgent care yesterday. I'm looking for yes, but just a primary physician, like a primary care physician.
[AGENT][NEUTRAL] What you gonna say? Family practice. Family practice. And what is your zip code?
[CUSTOMER][NEUTRAL] My zip code is [PII].
[AGENT][NEUTRAL] Go to search, so you're gonna put the zip code and then you're gonna search. So then it's gonna think and it's gonna pull up a list of providers. So there should be a lot of list of providers within 20 miles.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna say, I'm gonna say 10 miles.
[AGENT][NEUTRAL] Fly filter.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so these should be people who are.
[AGENT][NEUTRAL] OK, so I'm gonna send you a copy of this.
[AGENT][NEUTRAL] In your network.
[CUSTOMER][NEUTRAL] OK, thank you. And these are all people who are just in network. These are not like vain networks because I was trying this yesterday. I was on this website, but it kept giving me like the vein, the varicose vein center, it kept giving me like the doctor's name, but they didn't have a family practice, so that's the part I was confused about. Because I definitely was here yesterday. I was trying to find somebody, but for like, it would pull up doctors and it like, well this is a specialist, but I put in family practice, so I just wanted to make sure.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Got you. So I did send the email of the list of providers.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Did you receive the email?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, I'm waiting for it right now.
[CUSTOMER][POSITIVE] I did get it thank you and it's on the PDF OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] No, you have been so helpful. Thank you so much, cause this was so confusing.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEGATIVE] I, I, this, this policy is confusing, confusing to me as well because it's an umbrella policy that you have to look for, reach out to a different department for something, for one thing, then another issue you have to go to a different department. So yeah, it's very confusing to me and I work for the insurance company so I can only imagine how it is for the insured. I do apologize for the inconvenience and I hope you feel better.
[CUSTOMER][POSITIVE] Thank you so much, dear, I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL and you have a great day and call us anytime you have any questions because we're here.
[CUSTOMER][POSITIVE] Thank you. Have a good one.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Goodbye.
[CUSTOMER][NEUTRAL] Goodbye.