AccountId: 011433970860
ContactId: 4af688bd-c5e5-4ab6-b9d4-f0a6fa3cb5c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364309 ms
Total Talk Time (AGENT): 140150 ms
Total Talk Time (CUSTOMER): 87322 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/4af688bd-c5e5-4ab6-b9d4-f0a6fa3cb5c3_20250508T12:48_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'm calling for a friend of mine cause he's at work. Um, he has insurance through you guys. He was wanting to know if you guys go through Ohio Health.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, well, he can search for a provider. We have like a website. I don't know what type of plan he has. We offer a couple different types, so I would need, I would need like his policy number or more information to know what type of plan he has with us.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] One second, he sent me a picture of his stuff.
[CUSTOMER][NEUTRAL] So, hold on.
[CUSTOMER][NEUTRAL] I'm trying to figure out
[CUSTOMER][NEUTRAL] What where his policy number is on it because I ain't used to this kind of card.
[AGENT][NEUTRAL] So it should say either a member or certificate number, maybe you see something that says in hospital or outpatient cert number.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] You, you mean group number?
[AGENT][NEUTRAL] No, not group number. You should see something that says like certificate, policy number.
[CUSTOMER][NEUTRAL] Because the only thing I see on it is customer service and the VIN number, group number PNC number.
[CUSTOMER][NEUTRAL] And pharmacy help desk type stuff.
[AGENT][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] That's the only thing I see.
[AGENT][NEUTRAL] Do you see anything on there that says multi plan?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Plan it says limited benefit med plan VIP uh sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So to search for a provider then that you would go through um.
[AGENT][NEGATIVE] Oh my gosh, the name just went away from my brain, um, for, uh.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] What is he trying to be seen for, do you know?
[CUSTOMER][NEUTRAL] Um, something is growing on him that he needs to get looked at.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So multiplan is to if you wanna call somebody to see if our providers and network multiplan is who you're gonna go through because they're the ones that actually um have a list of providers with this particular plan.
[AGENT][NEUTRAL] So if you want I can transfer you to them or I can give you their website they have a website where you can just go on and find a provider also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the website?
[AGENT][NEUTRAL] Uh, so it's just [PII].
[AGENT][NEUTRAL] And when you get to the website.
[CUSTOMER][NEUTRAL] Hold on
[AGENT][NEUTRAL] You'll see that there's a link there that says find a provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then it what's it mean by choose network?
[AGENT][NEUTRAL] So when it says choose network, you're gonna go to the middle column and click multiplan limited benefit plan. It's the top one.
[AGENT][NEUTRAL] On that middle column.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then click select and search.
[CUSTOMER][NEUTRAL] OK, I'm try I'm still trying to figure this out, sorry.
[AGENT][NEUTRAL] Oh, it's OK.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] Because now it's entered the following criteria the provider's names and facility type whole nine yards.
[AGENT][NEUTRAL] Yeah, so if you have a specific facility, then put that in there. Do you know the type of doctor that you're needing?
[CUSTOMER][NEUTRAL] Um, just the primary care.
[AGENT][NEUTRAL] So we just
[CUSTOMER][NEUTRAL] It's what he said.
[AGENT][NEUTRAL] So when you click on the box.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] There are different options. You can just put in family practice.
[AGENT][NEUTRAL] And then put in the zip code and search.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Like that.
[CUSTOMER][NEUTRAL] I don't see none in our area though.
[CUSTOMER][POSITIVE] Alrighty, I'll figure something out. Thank you.
[AGENT][POSITIVE] You're welcome. Have a nice rest of your day.
[CUSTOMER][NEUTRAL] You too.