AccountId: 011433970860
ContactId: 48851dfb-6b0a-42ae-9472-2fc2d630be96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 773099 ms
Total Talk Time (AGENT): 320938 ms
Total Talk Time (CUSTOMER): 246845 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/48851dfb-6b0a-42ae-9472-2fc2d630be96_20250217T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. My name is [PII]. I'm calling because I just recently received, um, my insurance card, and I tried to go online to find a provider. However, every time I entered in the zip code that I was looking for, it came up with an error message, so I was redirected to call you guys. Um, I'm looking for an actual primary care as well as an urgent care doctor.
[AGENT][NEUTRAL] OK, yes, ma'am. Now, I can help you with that. Now, do you have your policy number?
[CUSTOMER][NEUTRAL] Um, would that be the medical ID number?
[AGENT][NEUTRAL] Uh, let me try that. Let me try that.
[CUSTOMER][NEUTRAL] OK, I'm sorry. I just got the uh.
[CUSTOMER][NEUTRAL] Insurance cards today, so I'm kind of still going over them. Uh oh, policy number, I do have that actually.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 02595136.
[AGENT][NEUTRAL] OK, and what is your name, ma'am?
[CUSTOMER][NEGATIVE] It is [PII].
[AGENT][NEUTRAL] Thank you. And do you mind if I get a callback number from you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I do need you to verify your birthday and address for me, please.
[CUSTOMER][NEUTRAL] Yeah, my birthday is [PII]. My address is [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And will you also verify your email address?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just looking this up. um, so I can give you the information. And you said you're looking for a primary care physician as well as urgent care?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I am just looking to see if it has multi plan on your card um to see which direction to go because I'm pulling that up.
[CUSTOMER][NEUTRAL] Um, I'm pretty sure it says the limited.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Underneath the multi-plan it says limited benefit plan underneath the multiplan.
[AGENT][NEUTRAL] OK, I do see that. OK.
[AGENT][NEUTRAL] Um, now to find a provider, I am, I can run a list for you and then email you instructions on how to do the, uh, find a provider, but, um, you do need to go to [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am, that's where I'm at currently. Like I'm on there and it says find a doctor or facility, and I was trying to type in the city, country and or state or it and every time I did either one of those, it would come up with an air for the [PII] region that I'm looking for.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And not let me continue.
[AGENT][NEUTRAL] There are a few steps that you have to go through, um, when you click on that find a provider.
[AGENT][NEUTRAL] And then it says choose a network you want to choose the multi in the center it says multiplan network and you want to choose the multi plan limited benefit plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am, I did do that.
[AGENT][NEUTRAL] OK, OK. Let's see the next, um.
[AGENT][NEUTRAL] OK, and using your zip code.
[CUSTOMER][NEUTRAL] I would actually prefer if it would be the [PII] zip code, which would be the [PII] zip code.
[AGENT][POSITIVE] OK, yes please.
[AGENT][NEUTRAL] Let me see, seeing if I get the same.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Now when I put in, I just put in urgent care and that zip code, it did pull up um clinics.
[AGENT][NEUTRAL] That do accept the insurance.
[AGENT][NEUTRAL] And my
[AGENT][NEUTRAL] A primary care physician.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] OK, um, when you go to, um, I am not getting that error message, but when you go to, um.
[AGENT][NEUTRAL] You know, after you select the multiplan.
[AGENT][NEUTRAL] Put in and, and you may be doing this too, but put in the type of doctor you're looking for like you can type in urgent care or primary care and then the zip code you want to search, it should pull those clinics up for you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Yeah, it's still giving me, it's, it's the, what's popping up is saying like 2 to 50, which I'm not having no spaces in it. Um, it's popping up with an error code saying 2 to 50 spaces, uh, no spaces available.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So air searching stream must contain between 2 and 150 non-space characters.
[CUSTOMER][NEGATIVE] And I'm not having any safe characters, even when I type in urgent care, like.
[AGENT][NEUTRAL] Well, that sounds weird.
[CUSTOMER][NEUTRAL] I I
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know if um hmm, there may be an issue.
[AGENT][NEUTRAL] But the way you're surgeon is correct, um,
[AGENT][NEUTRAL] Now I can email you this list that I got from it.
[AGENT][NEUTRAL] If that would help.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you on
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] It shouldn't matter, but I don't know if it on your phone or a computer, if that makes a difference. I don't think it should.
[CUSTOMER][NEUTRAL] Yeah I can look up. No, I'm good. I, I can look it up on my computer when I get home as well. I am on my phone currently, but um.
[CUSTOMER][NEUTRAL] Yeah, it's just
[CUSTOMER][NEUTRAL] It's doing the same thing like I.
[AGENT][NEUTRAL] Mm OK, well, I will definitely email you this list, um.
[AGENT][NEUTRAL] And if you keep having problems, you know, call us back. I don't know what.
[AGENT][NEUTRAL] Uh, I just don't know what could be causing that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But please give me that um zip code again. It was, was it in [PII]h?
[CUSTOMER][NEUTRAL] Yes, ma'am, any [PII] location would be fine. I know that there's a couple of [PII], um, zip codes.
[AGENT][NEUTRAL] What was that?
[CUSTOMER][NEUTRAL] Um, the one specifically that I have is [PII], but I know that there's a couple of different [PII] zip codes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Um, and this, it automatically searches within 20 miles. I extended that to 50 miles, um, just to
[AGENT][NEUTRAL] Make sure.
[AGENT][NEUTRAL] We get all of these.
[AGENT][NEUTRAL] And I this email is going to come from multi plan because when you run the list you can email it to yourself so I'm just gonna email it straight to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And it will say multiplan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's just for urgent care and physicians that.
[AGENT][NEUTRAL] Yes, the first one I sent you was for the urgent care and the second one is gonna be for a primary care, uh, physician.
[CUSTOMER][POSITIVE] Yes. Alrighty, I appreciate it.
[AGENT][NEUTRAL] OK, it looks like it's pulling up. Um, I did not even look.
[AGENT][POSITIVE] For the first one, but the second one is pulling up like 291 results. So that is good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I did get both of those emailed to you and like I said, the list will say multi uh the email will come from multi plan so you know that is um it's OK.
[CUSTOMER][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] And is there a possible way to look up a specific provider?
[AGENT][NEUTRAL] I'm sorry, what kind of provider?
[CUSTOMER][NEUTRAL] Um, like a specific provider.
[CUSTOMER][NEUTRAL] Because I'm looking at the list now and it says that [PII] takes your guys' um insurance and I just wanna confirm that.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK. Um, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, is it urgent care?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, um, it, it is on the list. I'm gonna email this to you also. Um, I just searched [PII] and it pulled up everything with [PII] in the name, um, but [PII] is there urgent. It says Saint Joseph's Candler Urgent Care Centers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That is on the list.
[CUSTOMER][POSITIVE] OK, perfect. I appreciate it so much.
[AGENT][POSITIVE] You're welcome. Yes, ma'am.
[AGENT][NEUTRAL] Um, but can I do anything?
[CUSTOMER][NEUTRAL] And then is there any way that you can tell me if I have a copay on?
[CUSTOMER][NEGATIVE] My car because I don't, I, I just signed up at the um at my agencies and like I don't know anything of my benefits at all.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, right, yes ma'am. Now I can um transfer you to our benefits and claims department and they can let you know that about the copay.
[CUSTOMER][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] OK. Uh is there anything else I can do for you before I transfer you?
[CUSTOMER][POSITIVE] No ma'am, I appreciate it.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a good day and thank you for calling APL and do hold on for that transfer.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] And if you have any other questions about what is covered, they can help you, um, in the, OK, yes, ma'am.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[CUSTOMER][POSITIVE] All righty. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.