AccountId: 011433970860
ContactId: 75c4d93b-1cc9-412e-bd54-669d022adff5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325959 ms
Total Talk Time (AGENT): 169875 ms
Total Talk Time (CUSTOMER): 69411 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/75c4d93b-1cc9-412e-bd54-669d022adff5_20250211T14:42_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to see um what providers accept um the our insurance.
[AGENT][NEUTRAL] OK, um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And do you have the policy number so I can look at the product you have?
[CUSTOMER][NEUTRAL] Yes, um, the policy number is 02574655.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, um, may I have your date of birth and mailing address for verification?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right, with this product, um, you can go to any dentist's office. You can choose your own dentist. Um, there's no network. Now, if you don't know exactly where to go because you don't have a regular dentist or you're new to the area, either you can go and just um search on the Google or you can go to our website at [PII].
[AGENT][NEUTRAL] And you will scroll down to the bottom where you see a tooth with a magnifying glass.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you can um check um for any doctor, any dentist in your area through that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] To that search side it's just to search for uh providers so you're just gonna put your zip code and uh it's gonna give you a list in your area.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As far as healthcare, like the doctor's office?
[AGENT][NEUTRAL] Um, let me see if you have it.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK, so the policy you have medical is through.
[AGENT][NEUTRAL] OK, so this one is going to be um you can search for providers and [PII].
[AGENT][NEUTRAL] Um, this one is the same thing. Um, there is no network, so you choose um the doctor you want to go to, but if you don't know where to go to, you can go to [PII].
[CUSTOMER][NEUTRAL] Go to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, what's plan.
[CUSTOMER][NEUTRAL] And how are you, were you supposed to just put your
[CUSTOMER][NEUTRAL] Number in there?
[AGENT][NEUTRAL] You will click on where it says find providers.
[CUSTOMER][NEUTRAL] OK, and which site is it because it's got a lot of multi plan sites popping up, which one would it be?
[AGENT][NEUTRAL] Let me go with you. Um, bear with me.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, it's gonna be the first one that says um multiplan. It has like a little glove with um green and it's gonna say um under the browser HPP [PII]
[CUSTOMER][NEUTRAL] OK. All right, that's the one I'm on.
[AGENT][NEUTRAL] Yeah, if you click on that one, if you go to the uh right corner, it's gonna have find providers in green light color and you just click on that and it's gonna take you to a site where you're gonna choose what type of doctor you're trying to see. Um, you will go where it says multiplan network.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then from there you'll go ahead to um multiply the specific service if you're looking for pediatrician or something like that. So you'll click on that uh specific service and you'll go ahead and click on select and search and just put your zip code.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right, OK, I'm on here. OK, thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, that's all.
[AGENT][POSITIVE] All right. Well, thank you for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you.