AccountId: 011433970860
ContactId: 805d2919-9ab7-4164-af74-1492f2cff9fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 707119 ms
Total Talk Time (AGENT): 329042 ms
Total Talk Time (CUSTOMER): 266041 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/805d2919-9ab7-4164-af74-1492f2cff9fb_20250225T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hello. This is [PII]. I'm calling on behalf of my policy. I wanted to see if my primary care doctor that I'm going to see tomorrow is covered through this insurance.
[AGENT][NEUTRAL] OK, sure, um, I can get your policy information pulled up and um I'll have to send you over to our benefits department so that they can check on that for you but let me get your information pulled up um do you happen to have your policy number?
[CUSTOMER][NEUTRAL] Sure. It's um 02497264.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, [PII]. Let's see, can you please verify your date of birth?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your address and your email address please?
[CUSTOMER][NEUTRAL] Email is [PII].
[CUSTOMER][NEUTRAL] And address is [PII].
[AGENT][NEUTRAL] OK thank you um and it looks like the number we have in the system is the number you're calling from and in case the call gets disconnected, is that still a good number to call you back at?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK, perfect. um, and just to confirm that you were wanting to make sure that the doctor you're going to see is covered by your policy, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, yes ma'am, um, we can definitely look that up for you um let me go ahead I'll have to get you over to our benefits department so that they can review your benefits, um, but before I do, is there anything else that I can help you with before I transfer you?
[CUSTOMER][NEGATIVE] It was not clear.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that should do it.
[AGENT][NEUTRAL] OK, alright, well if you will just stay on the line for me I'll go ahead and get you transferred OK? and um I'll let them know that I've already verified your information, OK?
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] No problem, give me just one moment.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Sing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] How am I on hold? Wait a minute.
[AGENT][NEUTRAL] Is there anybody in
[AGENT][NEUTRAL] We're gonna call the care team.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] how are you?
[CUSTOMER][POSITIVE] I'm doing good [PII] how are you doing?
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] I'm doing good, thank you. Um, so I was trying to get this, um, caller over to claims. They just wanted to, they're going to the doctor and they wanted to make sure that their doctor was covered under their policy. Um, so I have their policy number. Um, do you want that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, it is 249-726-4 and her name is [PII].
[AGENT][NEUTRAL] And I did verify all of her information and um the number she's calling from is her callback number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and yeah, she just wanted to verify, uh, she's going to a doctor, I believe in a couple of days, and she just wanted to make sure they were covered.
[CUSTOMER][NEUTRAL] OK, alright, um, she can, um, you can transfer her to me. I'm gonna have to transfer her on over to um multi plan but I'll explain that to her if you wanna go ahead and put her through, OK?
[AGENT][NEUTRAL] OK. OK. Uh, is that something I can do or is it, does she have to go?
[CUSTOMER][NEUTRAL] Well, you can if you.
[CUSTOMER][NEUTRAL] If if she's wondering if we're in network for hospital indemnity plans and this you may only use it this one time for this one call um we have to transfer to multi plan to see if um she's going to a provider that's a network and that number is 1-800.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 457.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 1403, so you would just, yeah, you would just do a soft transfer.
[AGENT][NEUTRAL] 1403. OK.
[AGENT][NEUTRAL] OK, I'll do that then yeah I don't, I won't send her to you. I'll just transfer her to them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right, [PII].
[AGENT][POSITIVE] OK, thank you so much, [PII].
[CUSTOMER][POSITIVE] You're very welcome. You have a good rest of your day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, you too. Bye.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh snap hold on I do.
[CUSTOMER][NEUTRAL] For questions about your privacy choices, please view our privacy policy on our website at [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Cit preta soresuscies deprivaciata nuestra politica deprivaciat enuestroitio we in [PII].
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Thank you for calling Multiplans. Find a provider service for limited benefit plan members accessing the multi-plan network.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] Remain on the line to locate or confirm status of a network provider. This information is also available using our website, [PII]. All other inquiries, press [PII].
[CUSTOMER][NEUTRAL] By continuing, you agree that the provider information given out is not a guarantee of benefits coverage. It is your responsibility to contact your health benefit plan to confirm benefits coverage. You must also contact the provider to verify participation in our network at the location you plan to visit and that the provider is accepting new patients. Calls may be recorded for quality assurance.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] I can help you find a doctor or healthcare facility within your network. To get started, please tell me which of these best describes you a plan member, a healthcare professional, or a plan administrator.
[AGENT][NEUTRAL] Plan administrator.
[CUSTOMER][NEUTRAL] Tell me what you'd like to do by saying one of these phrases. Find a doctor or find a facility.
[AGENT][NEUTRAL] Find a doctor.
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Would you like to find a doctor by name, by tax ID number, or by special?
[AGENT][POSITIVE] Oh my goodness. OK.
[CUSTOMER][NEUTRAL] Did you say by tax ID number?
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] We are having difficulty completing your request. Let's try again. Please repeat your information. Would you like to find a doctor by name, by tax ID number, or by specialty?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, I'm sorry for that long hold um so I just wanted to relay this information to you, um, so I spoke with the claims and they actually gave me a number to transfer you over to I just wanted to let you know that I was gonna be transferring you um so we have to transfer you over to um multi plan um and so that way you can input the information, um.
[AGENT][NEUTRAL] There I just I tried to call and transfer you but it's asking for you know like specific information um for your doctor in the facility um and that way it it can will confirm for you that you know if they're in network um and since I didn't have that I wasn't able to you know put that in to get you to somebody but it sounds like you should be able to um relay that information and it will confirm if if they're in network, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, may I just get that phone number just in case if I, I do have to get back to work soon.
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] Yes, yes, I'm gonna give you that number and if you want me to transfer you I can go ahead and do that or if you'd like to call them back you know later I understand you have to get back to work and you can do that um are you ready?
[CUSTOMER][POSITIVE] I like.
[CUSTOMER][NEUTRAL] Um, yes, I am.
[AGENT][NEUTRAL] OK, it's 800.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 457.
[CUSTOMER][NEUTRAL] 457
[AGENT][NEUTRAL] Uh 1403.
[CUSTOMER][NEUTRAL] 1403. Um, do you know their um hours?
[AGENT][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Um, I don't know their hours. I, I'm thinking it would be, um, the cut off would be 5 central, um, but it, it's, um, you might even be able to call in after that because it seems like it's, um, like an automated system that answers based on um what you tell it, so you, you might even be able to um call back even after that um would you like me to transfer you now or did you need to call call them back later?
[CUSTOMER][NEUTRAL] Central? OK.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I would have to call them back later, but do you know what information they might need, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so it was asking, you know.
[CUSTOMER][NEUTRAL] To chat just so I have them.
[AGENT][NEUTRAL] Yeah, it was asking, you know, like the doctor name if you have that, um, or you could also provide a facility name um that's as far as I got. I didn't have that information so I wasn't able to, you know, uh, verbalize that, um, but as long as you have the doctor information or the facility information, um, it, it should, um, it should be able to get you pushed through and get you the, um, response, you know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Whether they're in network um it does also tell you um before it asked that, um.
[AGENT][NEUTRAL] I think it says, you know, to um verify also with that um facility that they're accepting new patients and just kind of things like that so um it should walk you through that um and and you should be able to answer um I I'm assuming that it, it just needs to know who the doctor in the facility is so that it can confirm that for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll probably do that later, but I do wanna confirm that phone number. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am mhm.
[CUSTOMER][POSITIVE] OK, I will call back later. Thank you so much for your help.
[AGENT][POSITIVE] OK, no problem, um, and if you have any trouble, um, just give us a call back and if we need to try to, you know, push through and get, you know, somebody on the line for you then we can definitely try to do that, OK?
[CUSTOMER][POSITIVE] OK, I will. Thank you so much once again.
[AGENT][POSITIVE] OK, yes ma'am, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that should do it.
[AGENT][POSITIVE] OK, well thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well. Bye bye.
[AGENT][POSITIVE] Thank you, bye bye.