AccountId: 011433970860
ContactId: 3bdcf41f-94c8-416b-9d98-7173aa2c63ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280679 ms
Total Talk Time (AGENT): 180986 ms
Total Talk Time (CUSTOMER): 86583 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/3bdcf41f-94c8-416b-9d98-7173aa2c63ea_20250331T15:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] APL
[CUSTOMER][NEUTRAL] Hi, um, I'm actually at a doctor's office right now trying to get uh my insurance verified. So on my plan, it says multi-plan is like part of my
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Provider, um, but I don't know if my numbers are correct or like the policy number. I maybe I have the wrong card, but um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And can you like verify my.
[CUSTOMER][NEUTRAL] Like my policy number and stuff with me.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course, and that is very confusing with the multi plans. Uh, most likely what you have is your policy number through 90 Degrees, which they do of course offer different coverages, but I can search to see what your policy number is with us. Um, what was your name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK thank you. Sure.
[CUSTOMER][NEUTRAL] OK, so this isn't the number for multi plan though.
[AGENT][NEUTRAL] No, this is American Public Life, um, and so we do work with them. If you had a policy with us, it's most likely going to be um hospital indemnity. This is for medical, correct?
[CUSTOMER][NEUTRAL] Right, OK, so then, so on my card it says multi-plan, so I don't need the hospital identity. This is like a, like a clinic um appointment.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is this for wellness?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I'm going to go ahead.
[CUSTOMER][NEUTRAL] Or like, it's for an ENT.
[AGENT][NEUTRAL] OK, give me just a moment. So, [PII], I can, do you want me to go ahead and still give you your policy number with us and then I can give you some further information.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK, um, let's see, uh, I could start using your social.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, just so that you do have this information uh going forward and then I've got um a couple of phone numbers I can give you that you can find um those wellness benefits for.
[AGENT][NEUTRAL] OK, and then, um, do you believe I found you. I'm just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your uh mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. OK, thank you for verifying that, and I've got that policy number whenever you're ready.
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] OK, that is 02.
[AGENT][NEUTRAL] 58.
[AGENT][NEUTRAL] 8042.
[CUSTOMER][NEUTRAL] OK, yeah, that's the one I've got on um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what's the number I should call to verify with multi plan?
[AGENT][NEUTRAL] OK, yes, so I've got a couple of numbers um I'm going to give you. The first one is going to be for 90 degrees, um, and they're typically with these multi plans that's where those, um, more wellness benefits and such, uh, where that would be. So that's going, uh, let me know when you're ready for that number.
[CUSTOMER][NEUTRAL] Um, yeah, go ahead.
[AGENT][NEUTRAL] OK, so it is 1800.
[AGENT][NEUTRAL] 833.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 429.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 4296.
[AGENT][NEUTRAL] And if you call that number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][MIXED] Yes, and so their prompts can be a little bit confusing, uh, but to reach 90 degrees you would select option one.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, and what's 90 degrees?
[AGENT][NEUTRAL] So that's a part of the multi plan I know again it's it's very confusing so essentially all of this is handled through benefits and a card and I'm gonna give you their phone number as well, um, just so that they will be able to go through and all of the different providers you have, what those coverages are, where you should use what, um, they'll have all of that information. 90 degrees is essentially going to be more for the again the wellness uh benefits and such.
[AGENT][NEUTRAL] Um, whereas this plan that you have with us is hospital indemnity.
[AGENT][NEUTRAL] So it's gonna be more for, you know, um, more serious kind of things.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well, I'm gonna let you go because I'm actually like the, the time is getting into my appointment because I'm trying to, I'm trying to get this so I can get an appointment, um, but thank you so much for your help.
[AGENT][NEUTRAL] So I've got
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Sure, sure, OK, no worries if you have any other questions, give us a call back, of course, thanks for give us a call if you have a great rest of your day.