AccountId: 011433970860
ContactId: 41604e74-4d6f-4e49-9f3e-433716cce612
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257220 ms
Total Talk Time (AGENT): 123385 ms
Total Talk Time (CUSTOMER): 74980 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/41604e74-4d6f-4e49-9f3e-433716cce612_20250324T13:35_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, I'm just calling, I'm just trying to figure out um.
[CUSTOMER][NEUTRAL] What um places I can go to that use our insurance?
[AGENT][NEUTRAL] OK, um, let me take a look at your policy. Um, you should, unless there's a network, you should be able to go anywhere, but I can definitely double check for you. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and then [PII].
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] Thank you for that. And Ms. [PII], may I have your policy number?
[CUSTOMER][POSITIVE] Um, it's so good.
[CUSTOMER][NEUTRAL] What would they be?
[CUSTOMER][NEUTRAL] How would I find the policy number?
[AGENT][NEUTRAL] Um, if you
[AGENT][NEUTRAL] Do you have the card or you have like paperwork?
[CUSTOMER][NEUTRAL] Mm, I got the car. Let me see. I might get my car. I'm at work. I might have my car at home.
[AGENT][NEUTRAL] Oh, if you had
[AGENT][NEUTRAL] OK, no, it's OK. Um, I can search with your social if you'd like.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You waiting?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is for your um your medical policy or your dental that you want to search for?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, medical.
[AGENT][NEUTRAL] Medical, OK.
[AGENT][NEUTRAL] OK, I just found it. Hold on one second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII] mailing address [PII]
[CUSTOMER][NEUTRAL] And then what else yes.
[AGENT][NEUTRAL] Um, your email address.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Alright and thank you so much for verifying your information and all the information provided is a verification of benefits, not a guarantee of payment. Um, so you do have the hospital indemnity policy with the PPO network through multi-plan. So for your, um, like actual policy benefits, there's no network, um, you can go anywhere, but for the extra PPO, the PPO is what makes it um like in or out.
[AGENT][NEUTRAL] Of network, but since it's through multi-plan, we don't have access to the list of providers. So I can give you either their phone number or I can transfer you over if you'd like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK, um, so the phone, which one do you want to do or you want to do both?
[CUSTOMER][NEUTRAL] Yeah, I take, I take the number. I'll take the number.
[AGENT][NEUTRAL] OK, so it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] They also have a website, um [PII], and then you would just put that you have the PPO network and I believe it ask for like your zip code and how far out you want it to search and then it'll provide you with the list also. Whether you call or go online, the list is the same, so whichever one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK. OK. Thank you so much.
[AGENT][NEUTRAL] You're very welcome, Ms. [PII]. Did you want me to transfer you over or you want to try online or?
[CUSTOMER][NEUTRAL] Um, I'm gonna try online. I'm gonna see where it goes from now. I just was calling to check in.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, well, if you need it, definitely let us know. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] All
[CUSTOMER][NEUTRAL] That was uh I just wanted to see um if I could find any um the providers around.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and if you have any trouble, just let us know, we'll be more than happy to help.
[CUSTOMER][POSITIVE] OK thanks alright thank you.
[AGENT][POSITIVE] You're welcome. Have a great week. Bye-bye.
[CUSTOMER][POSITIVE] You too OK.