AccountId: 011433970860
ContactId: 49e4355a-d55d-4c1f-a745-d3f9ffc06ed4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258660 ms
Total Talk Time (AGENT): 101171 ms
Total Talk Time (CUSTOMER): 105933 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/49e4355a-d55d-4c1f-a745-d3f9ffc06ed4_20241230T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Well, I'm trying to set my insurance up with my doctor, and they say they can't find you in the system. I just spoke to somebody else that said the doctor [PII] is participating in the plan, but I need to know how to give them, what to give them for them to look it up to find you.
[AGENT][NEUTRAL] OK, may I have your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], may I please.
[CUSTOMER][NEUTRAL] It's actually spelled wrong, but
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I please have your policy number?
[CUSTOMER][NEUTRAL] It says 02571736.
[AGENT][NEUTRAL] And I do need to verify your date of birth and then the mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, your mailing address, your residential address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and may I have a callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and thank you so much [PII] for verifying your policy and you were stating that the last name is spelled incorrectly?
[CUSTOMER][NEUTRAL] Yeah, there's no [PII] in my last name.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I will get that submitted as a correction and you were trying to see how the provider is to verify if they're in or out of network?
[CUSTOMER][NEUTRAL] Yeah, because I called the doctor's office and they said they couldn't find APL anywhere and
[CUSTOMER][NEUTRAL] I talked to somebody on the back of my card where it said to call for or on the wait a minute on the front it says to locate a provider. I called that number and he said.
[CUSTOMER][NEUTRAL] That yes, Doctor [PII] was showing that they were in the network.
[CUSTOMER][NEUTRAL] He should have, he said, but he said I had to talk to you to verify it.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK, now we can't verify if the provider, the number that you call would have been multi plan that will be able to let you know if that provider is in network. Yes, now we can ver.
[CUSTOMER][NEUTRAL] That's who I talked to.
[CUSTOMER][NEUTRAL] That's who I just talked to, and he told me I had to call you.
[AGENT][NEUTRAL] It's we can't verify if the provider is in or out. The only thing that we can tell you is is the provider's discretion if they're accepting the insurance or not. Now the other option is the way that they locate us on that card, does it have the payer ID listed on there?
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] Yeah it says payer ID. Let me pull your card up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Says EDI payer ID on the back.
[AGENT][NEUTRAL] OK, though that is the information that the provider will need to verify us or to locate us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I'll try to call him back then because he said, yeah, [PII] was in it and that office that they couldn't find.
[AGENT][NEUTRAL] OK. Yes, when you
[CUSTOMER][NEUTRAL] And I'm about out of my blood pressure pills.
[AGENT][NEUTRAL] When you contact their provider, you can just give them either the number to contact us or you can give them that payer ID which is 64556.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they should be able to pull that information up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.