AccountId: 011433970860
ContactId: 88314681-855e-4923-9dbb-1bb027ff883f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1070619 ms
Total Talk Time (AGENT): 557264 ms
Total Talk Time (CUSTOMER): 367539 ms
Interruptions: 13
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/88314681-855e-4923-9dbb-1bb027ff883f_20250529T20:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. This is [PII] customer service. I have a on the line with policy number.
[AGENT][NEUTRAL] Hello
[AGENT][NEGATIVE] [PII], you're breaking up. You're cutting out. You're cutting out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Who do you have on the phone?
[CUSTOMER][NEUTRAL] Uh, can you hear me better?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Your voice
[AGENT][NEGATIVE] Your voice is breaking up, [PII].
[CUSTOMER][NEUTRAL] Mm, oh.
[CUSTOMER][NEUTRAL] Oh no, must might enter it. I'm gonna try to um.
[CUSTOMER][NEUTRAL] Say the policy number?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 26
[CUSTOMER][NEUTRAL] 23
[CUSTOMER][NEUTRAL] 133.
[AGENT][NEUTRAL] OK, [PII], did you say 262-313-3?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK, and [PII].
[AGENT][NEUTRAL] To last
[CUSTOMER][NEUTRAL] Mhm. Yes, um, he's calling.
[AGENT][NEUTRAL] OK, and who is on the, how can I help you?
[CUSTOMER][NEUTRAL] Um, yes, he has questions about, um, what providers he can go to.
[AGENT][NEUTRAL] OK, so this is a multi plan?
[AGENT][NEUTRAL] Policy I believe.
[AGENT][NEUTRAL] So did you give him multi plans information?
[AGENT][NEUTRAL] That's who he would need to contact. I won't be able to help him with that. I mean, I can give him the phone number for multi plan.
[CUSTOMER][NEUTRAL] Uh, no, uh.
[CUSTOMER][NEUTRAL] Um, I guess that will work. Um, I was not, um, familiar with that information, sorry.
[AGENT][NEUTRAL] On big for big policies.
[AGENT][NEUTRAL] Oh OK are y'all not or I'm just curious, [PII], are y'all not referring them to multi plan when it's a provider question anymore?
[CUSTOMER][NEUTRAL] Um, I, I'm sorry, I didn't even know that. Um, I wasn't able to figure out that it was a big policy, big policy, sorry.
[AGENT][POSITIVE] OK, I'll be happy to speak to him and did you tell him about the O?
[CUSTOMER][NEUTRAL] Mhm callback number is.
[AGENT][NEUTRAL] Uh-huh. Is it the one in the system?
[CUSTOMER][NEUTRAL] Mm, I don't see any in the system. Um, he gave me the one he's calling from, the one ending on [PII].
[AGENT][NEUTRAL] OK, so in this in the system in line there's a cell number?
[AGENT][NEUTRAL] Is that it on C U D A T?
[CUSTOMER][NEUTRAL] Mm, I don't see it on my end. Um, I'm looking at the um.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] On CUDAT where you change addresses?
[AGENT][NEUTRAL] Our phone numbers or add information?
[CUSTOMER][NEUTRAL] OK, it does appear there.
[CUSTOMER][NEUTRAL] Mm, OK. It does appear there and yes, that is the same uh phone number.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, and did you verify his that's OK. Did you verify his address and his email?
[CUSTOMER][NEUTRAL] Sorry, from mhm.
[CUSTOMER][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Yes, everything was um verified.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And did you tell him about the OSC?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][POSITIVE] OK, I will be happy to speak to him.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] All right. You're welcome.
[AGENT][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII]. How are you today?
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Good, so [PII] was telling me that you were calling to to to locate network providers in your area, is that correct?
[CUSTOMER][NEUTRAL] Yeah, my daughter wants to do an annual physical, um, because she's in sports, uh, at school, and they want her to go get, get it done as soon as possible, so.
[CUSTOMER][NEUTRAL] Um, I need, um, I need a doctor in the network that also will take care of it. Um, my insurance is supposed to pay for everything, including the COVID and everything, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so any information that I provide for you, Mr. [PII] on your benefits will be a verification of benefits and not a guarantee of payment. Now, according to our information currently on file for you, you are the only person that is covered on this limited benefit plan.
[AGENT][NEUTRAL] This is an individual policy.
[CUSTOMER][NEGATIVE] No, there should be a mistake. It's including my, my kids, and I kept on telling them the same thing over and over. My kids.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] And they, they're supposed to be at it.
[AGENT][NEUTRAL] OK, so give me just a moment and I'm going to see if I can send a message to someone to have this looked into, if you don't mind bearing with me for just a moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so it's gonna take just a moment for someone to see my, my inquiry.
[AGENT][NEUTRAL] Because I can see that it does look like the children should be on here, but their names are not showing, so I've asked them if they can look at that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] To verify that information, but again, that's gonna take us just a few minutes. Now, I'll go ahead and give you some additional information, Mr. [PII] on this policy. For the policy you have is to locate a network provider.
[AGENT][NEUTRAL] You would contact multi plan and I can give you their phone number and then once you and I are finished with our portion of the call I'll be happy to connect you to that number but just in case we were to be disconnected you could call them directly.
[CUSTOMER][NEGATIVE] OK, what is this other number for? Because I'm getting tired of people transferring me back and forward.
[AGENT][NEUTRAL] The network, yes, yes, but your network providers are through multi-plan and that's a different company. I don't have access to the network providers.
[CUSTOMER][NEGATIVE] Is that the 90 degree company or what is it? Because I'm lost. You guys send me a different providers and oh my God, man, this is, this is getting so ridiculous. Uh hold on, let me get, let me get a pen, please, hold on just a sec, just a sec.
[AGENT][NEUTRAL] No, sir.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, sir. Oh, OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You do
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I don't have any friends with me. I didn't know I had to write down any number. I don't know if you can text it to me or email it to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have an ID card? Have you received an ID card from APL?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so on the very front of your card where it has your group and your name and the coverage type and your policy number.
[AGENT][NEUTRAL] Do you see that information?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then down at the bottom on the front of that card, it says to locate a provider.
[AGENT][NEUTRAL] And then it gives a website for [PII] and then it gives an [PII] phone number. Do you see that?
[CUSTOMER][NEUTRAL] Oh yeah I see it to locate a provider, OK.
[AGENT][NEUTRAL] Mhm. Right. So that's, that's who you would contact.
[CUSTOMER][NEUTRAL] Yeah, I see it.
[AGENT][NEUTRAL] To locate a provider in your area?
[AGENT][NEUTRAL] Now, I am the information when you received your ID cards, Mr. [PII], it talked about setting up your profile in our portal called the online service center.
[AGENT][NEUTRAL] Have you create, did you set your profile up? OK, good, because that will give you access to additional ID cards and also your policy information. OK, give me just a sec.
[CUSTOMER][NEUTRAL] I already did.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I still have someone um looking at your dependents.
[CUSTOMER][NEUTRAL] Sorry, you're doing what? is this still trying to add him or I mean.
[AGENT][NEUTRAL] Yes, sir, currently it.
[CUSTOMER][NEUTRAL] What are they doing with my
[AGENT][NEUTRAL] Uh, OK, so your coverage shows, as you can see on your ID cards.
[AGENT][NEUTRAL] Employ
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And children?
[AGENT][NEUTRAL] However, the names of your children are not showing on your coverage and apparently,
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] There's the portal. I actually corrected, I actually corrected, uh, misspells on my last names and, uh, names of my kids, and it's on the portal. It's [PII] and [PII]. They're both in the freaking portal, so they, I don't know why they're not showing there.
[AGENT][NEUTRAL] OK, which portal are you logged into with that information?
[CUSTOMER][NEGATIVE] Well, the one where I'm supposed to have the plan with, uh, the freaking, uh, let's see here.
[CUSTOMER][NEUTRAL] So they sent me.
[CUSTOMER][NEUTRAL] The text saying that uh my
[CUSTOMER][NEUTRAL] Open
[AGENT][NEUTRAL] Was that from benefits and a card, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so that's not our portal. That's a different website?
[AGENT][NEUTRAL] That's a different portal than what I was referring to.
[CUSTOMER][NEGATIVE] Oh my God, man. I mean, why is this, why is this so hard to freaking, oh my God, man. So, what do I need to do to get it straight? I mean.
[AGENT][NEUTRAL] So what all I can.
[AGENT][NEUTRAL] OK, so what I can do apparently the people that I have checking on it up their website part of Vis website that we utilize is down at the moment so I can put in a request to have this, you know, someone to call you back once we are able to get into that system so that we can get your dependent information from there.
[CUSTOMER][NEGATIVE] That totally sucks. I mean, what is the benefits in a car portal good for? What, what are they doing? Every time I call them or log in, oh, that's not us. We gotta call this other number. Well why, why are you there then anyways? What's the number for? What's the portal for? I mean, I'm trying to get this stuff straight for me and my family. This is important and it's very frustrating that you guys keep on sending me back and forth to different numbers and different agencies and different this and that.
[AGENT][NEUTRAL] Uh yes, sir. I understand. Sure.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] OK. Yes, sir. Well, I'm sorry, Mr. [PII], I understand your frustration, but again, your enrollment is all handled through benefits and a card. Then benefits and a card supplies that information. They supply the different companies with your information.
[CUSTOMER][NEUTRAL] Oh my God, man.
[CUSTOMER][NEUTRAL] Yes, and that's what I called.
[AGENT][NEUTRAL] Currently, what we show is that you do have the single parent coverage, but your children's names have not been provided to us at this point.
[AGENT][NEUTRAL] And we cannot currently log into their system.
[AGENT][NEUTRAL] Now, again, I cannot answer. I, I, as long as it takes for their website to come back up. I'm so sorry, but there's nothing that I can do, you know, we can do about that here at APL other than as soon as it comes back up, we and we can log in we'll be happy to check for your dependents information and get that added and then we can give you a call back.
[CUSTOMER][NEUTRAL] How long will it take for them to send you the info?
[CUSTOMER][NEGATIVE] OK, well, go ahead and make sure you call me back because again, this is getting so frustrating and uh this is so ridiculous. I never had this problem with any other insurance companies.
[AGENT][POSITIVE] I will definitely
[AGENT][POSITIVE] Yes, sir. And again, I apologize.
[CUSTOMER][NEUTRAL] Ever in my life. And I'm and I'm [PII] old.
[AGENT][POSITIVE] Yes sir, and I'm so sorry that I understand the frustration. I totally understand that. Again, the type of policy that you have and how your enrollment is handled, you know, that is all through benefits in a card and yes sir you do have different places that you have to contact based on the information that you're needing. So on your ID cards again, you know, for a network provider, it gives you a website or and that phone number for multiplan.
[AGENT][NEUTRAL] If you have any questions on pharmacy coverage on the back of your card, it gives you the information for Farmavale.
[CUSTOMER][NEUTRAL] Yes ma'am, I'm trying to follow this, this card stuff. It says your customer service. I dialed customer service, right? That's what I'm doing here, so.
[AGENT][NEUTRAL] Right, there's a lot of information.
[AGENT][NEUTRAL] That's for your medical benefit verification, and that is who you're speaking to. Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It's exactly what I needed, a medical benefit verification. That's what I'm doing right now, for my, for my kids.
[AGENT][NEUTRAL] OK, I'm so sorry. I was told, yes, sir, but I was told that you were looking for a network provider.
[CUSTOMER][NEUTRAL] That is correct because they transferred me to you. I was asking them to give me information so I can send my daughter to the doctor.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes sir. So for
[CUSTOMER][NEUTRAL] So I'm sorry, I mean, it's not your fault, but, uh, it's just this is just so, so you're gonna call me back when you get the information you needed from my kids. Is there any way you can still give me providers info in my area? Because my car is supposed to cover them anyways, correct?
[AGENT][NEGATIVE] I can't because I'm not with.
[AGENT][NEUTRAL] But I'm, I can't provide you the network provider information because I'm not with Multiplan. I'm with APL. Multi-lan is the company to contact to locate a provider.
[AGENT][NEUTRAL] And that's at [PII]. Phone number?
[CUSTOMER][NEUTRAL] So why did they transfer me to you?
[AGENT][NEUTRAL] I'm not sure. I can't answer that.
[CUSTOMER][NEUTRAL] OK, so what do I need to do right now to get the right info? Go to that website you just told me about, which is on the card for network provider.
[AGENT][NEUTRAL] Yes, sir. You can, you can go to that website.
[CUSTOMER][NEUTRAL] I got another question. So there are 2 or 3 different companies involved in this, because one of them is my, my annual physicals that's supposed to be covered 100% if I go to annual physicals, including my kids, and then I have my other stuff like if I go in emergency rooms and all that stuff.
[CUSTOMER][NEUTRAL] OK, so this, this, this network you're talking about, is it for the annual physicals or is it for the uh doctors in case I have an emergency or?
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] I, I just want to make sure I'm following you.
[AGENT][NEUTRAL] Uh, to my knowledge, to my knowledge, that is for both. It is for sure for your.
[AGENT][NEUTRAL] To my, from my understanding on this type of coverage, multiplan is your network for your providers, for any, for medical.
[AGENT][NEUTRAL] Providers
[CUSTOMER][POSITIVE] OK, well thank you so much. Let me see if I can get it right this time.
[AGENT][NEUTRAL] Yes, sir, you now, is there a, OK, so when we do call you back once we're able to access that information from Benefit and a cards portal or their website.
[AGENT][NEUTRAL] Um, I can't tell you exactly which phone number it, you know, it's gonna come up. It will not be the [PII] number you called today.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] You know, I know we all get a lot of spam calls, but again, I just can't tell you exactly.
[AGENT][NEUTRAL] What's the phone number will be, and is there a better time than another to call you or is any time OK?
[CUSTOMER][NEUTRAL] Well, I, I'm working from [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's like a split shift.
[AGENT][NEUTRAL] From [PII].
[CUSTOMER][POSITIVE] You can call me between those hours and I'll be glad to answer the call if you call before or after I may be asleep or uh doing personal things, you know.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] You can call me between [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK, and then, and that's [PII] you work [PII].
[AGENT][NEUTRAL] I mean [PII] You work [PII]. OK. And can we leave a voicemail?
[CUSTOMER][NEUTRAL] Yeah, from [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I will put that in the request and as soon as we can access that website, um, then someone will give you a call and hopefully that would be by tomorrow, if not later today before [PII] Central time, we're ope[PII] until [PII]
[CUSTOMER][POSITIVE] All right, thank you so much for your help.
[AGENT][NEUTRAL] OK. Well, you're welcome, Mr. [PII]. Is there anything else that I can assist you with at the moment?
[CUSTOMER][POSITIVE] No, um, thank you so much. I'll be expecting the call. Thank you. Bye.
[AGENT][POSITIVE] OK, well, you're very welcome and have a nice evening and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mhm.