AccountId: 011433970860
ContactId: a3978fbc-dbd3-4961-9e98-b1e93e8f2c8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257250 ms
Total Talk Time (AGENT): 144502 ms
Total Talk Time (CUSTOMER): 56646 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/a3978fbc-dbd3-4961-9e98-b1e93e8f2c8e_20250127T21:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Um, I have a health clinic right down the road and I'm trying to go, go get a quick check and I'm wondering with uh with this assurance, uh, a coverage it's called um Aberdeen Health Clinic.
[AGENT][NEUTRAL] OK, so you're wanting to find out if the clinic that you were going to is in your network? or you wanting to find a.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yes sir, well I can help you as far as to who you would need to speak to regarding that. um, first off, who am I speaking with please?
[CUSTOMER][NEUTRAL] You speak with
[CUSTOMER][NEUTRAL] But the his [PII].
[AGENT][POSITIVE] Thank you Mr. [PII], what is a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you know your policy number with APL, Mr. [PII]?
[CUSTOMER][NEUTRAL] I think it's 02.
[CUSTOMER][NEUTRAL] 580351
[AGENT][NEUTRAL] OK, so give me one moment please to get your information pulled up.
[AGENT][NEUTRAL] And any information, Mr. [PII] that I do provide for you will be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And also your home mailing address?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] The phone number, one of the numbers, give me just a moment, it looks like.
[AGENT][NEUTRAL] Uh, one moment.
[AGENT][NEUTRAL] OK, so the phone number that we have on file for you is the same as the one you gave me, is that correct? as far as being your best number?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you. And lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying all of your information. OK, so on this policy, um, Mr. [PII], if you have questions, and you did say it was to find out if the provider that you're wanting to go to is in your network, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so there is another company that is the network provider company and that company is multiplan.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Now I'll be happy to give you their phone number. I can also connect you with them, but just in case we were to get disconnected, the number I'm gonna give you is the one that you would call directly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Are you ready for their number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And again the name of the company is Multiplan.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And they also have a website, Mr. [PII], that you can go to for provider information and their website is [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, would you like for me to connect you with them?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Well, can I help you with anything else before I do that?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right, well thank you again for calling APL and I hope you have a very nice evening.
[CUSTOMER][POSITIVE] Alright, and you too thank you.
[AGENT][POSITIVE] Uh, you're certainly very welcome. So, one moment.