AccountId: 011433970860
ContactId: 4702c217-8112-42b5-813d-117a76ca4730
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218869 ms
Total Talk Time (AGENT): 77815 ms
Total Talk Time (CUSTOMER): 69234 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/4702c217-8112-42b5-813d-117a76ca4730_20250501T16:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I just enrolled and I need to know if uh you work with my doctor's uh organization for coverage. Uh, his name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Do you have your
[CUSTOMER][NEUTRAL] And he's affiliate
[AGENT][NEUTRAL] You have your policy number?
[CUSTOMER][NEUTRAL] He's affiliated with
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] Um, I need your policy number to see if you have a network.
[CUSTOMER][NEUTRAL] Alright, I don't have one because I just enrolled today.
[AGENT][NEUTRAL] OK, um, who is your employer?
[CUSTOMER][NEUTRAL] Partner now.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Partners personnel.
[AGENT][NEUTRAL] OK, uh let me get this.
[AGENT][NEUTRAL] And what was your last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] B as in boy, O N as in Nancy. F as in Frank. E R R A R O.
[AGENT][NEUTRAL] [PII], I don't have you in our system yet. Have you, have you gotten any um information from your employer like a print out or um to see what plan we're talking about?
[CUSTOMER][NEUTRAL] Well, I, um
[CUSTOMER][NEUTRAL] I have already enrolled in the.
[CUSTOMER][NEUTRAL] The medical plan that I that I want.
[CUSTOMER][NEUTRAL] I guess I have to be in the system first, is that it?
[AGENT][NEUTRAL] Well, there's a couple of different options here, so I'm not sure which one we we would be checking on. So for
[AGENT][NEUTRAL] Um, you have like a hospital indemnity plan potentially.
[AGENT][NEUTRAL] Um, and that network would be multi-plan, which we, we don't have access to network providers to look them up, but I can give you that information.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, the pro the thing was when I called my doctor's office to make to see if they would.
[CUSTOMER][NEUTRAL] If you were in their network they told me I needed to call you.
[CUSTOMER][NEUTRAL] And ask them if my doctors.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Office would be within.
[CUSTOMER][NEUTRAL] The network so that um
[CUSTOMER][POSITIVE] There's no uh problems.
[AGENT][NEUTRAL] OK. Well, um, let's see, I can, do you have an email address? I can email you the number for multiplan.
[AGENT][NEUTRAL] Um, and then,
[AGENT][NEUTRAL] Because like I said, I'm not sure what plans you're on uh the one I know of is multiplan and then you can go to their website and like plug in the doctor's name, do a search.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, OK, so it could be verified online then.
[AGENT][NEUTRAL] Yes, yeah, you can look up their names online and check, you know, like verify their address and such.
[CUSTOMER][POSITIVE] OK, I'll do that. OK, thank you for your assistance.
[AGENT][NEUTRAL] OK, and it's [PII].
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] OK, thank you for calling APL. Hope you have a good day.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] You too bye bye.