AccountId: 011433970860
ContactId: 815c921f-0e08-4c92-bc79-03b7e5703af3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260559 ms
Total Talk Time (AGENT): 160958 ms
Total Talk Time (CUSTOMER): 66130 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/815c921f-0e08-4c92-bc79-03b7e5703af3_20250304T23:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I was calling um to see, I guess, what my, my insurance covers because I've been trying to make an appointment at an OB, but they're not, they're saying that they don't take this insurance even though um it's on the list of like providers that I, like I called multi plan and they gave me a list of providers, but they're saying that they still don't take this insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, um, I can definitely get that policy pulled up and we can take a look at those benefits. I will say that multi plan is a bit different than what this policy would be separate than what multi plan offers they have other kinds of coverages that this policy with us that you may not have. Does that make sense?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so we can still go ahead and get that pulled up and I'll just, we can go over your benefits so that you're aware um what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number with us with APL?
[CUSTOMER][NEUTRAL] Yeah, it's uh 0256.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0005.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And going a little bit, just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh my what?
[AGENT][NEUTRAL] Your date of birth, please?
[CUSTOMER][NEUTRAL] Oh, it's um [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that information. Alright, so this is a limited indemnity medical plan.
[AGENT][POSITIVE] And again it is different than other policies or coverages offered by multi-plan, so this one in particular, as it's a limited indemnity plan, it doesn't have a set network, um, and it pays a set dollar amount per covered procedure or office visit. So if you would like, I can send you a copy of this policy so you can go through. You can see what all is and is not covered. It's very easy to read. It's not just a bunch of jargon, I promise.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, but it does show, uh, covered procedures, um.
[AGENT][NEUTRAL] Dollar amounts, frequencies, things like that. Would you like me to send this to you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][NEUTRAL] OK, do you want me to just email it to you?
[CUSTOMER][NEUTRAL] Yeah, that'll be fine.
[AGENT][NEUTRAL] OK, I've got uh [PII]. Is that where you'd like me to send it?
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what I would do, um, the provider that you that said that they don't accept this coverage I would have them give us a call um or multi plan um it was this for a uh wellness exam?
[CUSTOMER][NEUTRAL] No, it's for um OB.
[AGENT][NEUTRAL] Oh, OK, um, so let's see, you, you said OB, I'm sorry.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] OK, so let's see, I don't believe that would be a covered benefit under this policy, so that would most likely be covered through multi plan, so I would have them uh touch base, um, yeah, you don't have a benefit for that under this policy.
[AGENT][NEUTRAL] So I would get with them um because I'm not quite sure how they operate. I don't wanna give you false information because I'm not 100% um but I would have them give them a call. I think that'd probably be easier so you're not stuck in the middle there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Of course, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that's fine, thank you.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][POSITIVE] Thank you bye bye.