AccountId: 011433970860
ContactId: a40ace53-01f5-4221-8662-f0ccbd44958f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 521369 ms
Total Talk Time (AGENT): 198322 ms
Total Talk Time (CUSTOMER): 180386 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/a40ace53-01f5-4221-8662-f0ccbd44958f_20250130T18:42_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, I
[CUSTOMER][NEUTRAL] Um, I was looking on the, the website and you know, the, with the drop down and everything, um, I guess the, the main thing I'm trying to figure out is how when you, if when you're searching, uh, because I, I need, I, I looked for a specialty which was easy. I found it, but um.
[CUSTOMER][NEUTRAL] How would you go about finding uh like a primary care physician?
[CUSTOMER][NEUTRAL] Like you know, search wise I guess.
[AGENT][NEUTRAL] Um, so can I have a policy number because I'm not even sure what type of policy you have to even assist you.
[CUSTOMER][NEUTRAL] 00 yeah, yeah, that, that, that's fine. Give me one second. I'm sorry about that, um, hold on.
[CUSTOMER][POSITIVE] OK, um, I'm ready when you are.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] 023.
[CUSTOMER][NEUTRAL] 96
[CUSTOMER][NEUTRAL] 926.
[AGENT][NEUTRAL] And can I have your name, mailing address, and your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII] [PII].
[AGENT][NEUTRAL] Thank you and what is the email address that we have on file for you?
[CUSTOMER][NEUTRAL] Um, oh, well, where they sent the, uh, the virtual card, so EL.
[CUSTOMER][NEUTRAL] [PII], so basically my my last name without the dash.
[CUSTOMER][NEUTRAL] Uh, financial.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the callback number is the [PII] number?
[CUSTOMER][NEUTRAL] Yes, that's my cell phone which I'm on right now.
[AGENT][NEUTRAL] Got you, so let me transfer you to the correct queue so that they can find a list of providers within your area. That's what you're calling about, correct?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alrighty will hold one moment. This is for medical, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alrighty, hold on one moment.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], how are you doing?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm great, thanks for asking, [PII]. I have an insured on the phone. He's calling to get a list of providers in his area for his medical policy for HI.
[AGENT][NEUTRAL] Is that even possible?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, no, because we're not contracted with anyone, so there's, we don't have a list of providers.
[AGENT][NEUTRAL] Because he said he was on, he said he called because he's on a network, he's on a website and it's saying something about it's showing him the providers but I'm, I'm not familiar with HR provider search or anything so that's why I'm asking.
[CUSTOMER][NEUTRAL] Yeah, we don't have a list of providers because we're not contracted so I'm not sure what list we could give him so he's he's capable of using any network and any provider.
[AGENT][POSITIVE] Got you. OK, so I'll let him know. Thank you.
[CUSTOMER][POSITIVE] OK, you're welcome bye bye.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] So I just spoke with someone in the middle in the HRQ. They say you don't have a network for a provider, meaning that you can go wherever you desire to go. So what website are you searching on?
[CUSTOMER][NEUTRAL] Um, the, the website I'm searching was on my, was on the card. It's, it said multiplan. US, which, you know, [PII], but it, you know, reroutes to US.
[AGENT][NEUTRAL] Yeah, because they say that there's not a list of providers that they can provide to you said multiplan.S?
[CUSTOMER][NEUTRAL] Yeah, that's what's on the card, yes.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So you are a member.
[AGENT][NEUTRAL] And you want to find a doctor or hospital.
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] So you gonna find a primary physician.
[CUSTOMER][NEUTRAL] Yeah, that, that's what I would like, you know, because you can go to, you can ask, you know, like, you know, on the drop down, you can ask for any, any specialty, but I don't wanna go to a uh specialist and then need a referral. I would just, uh, exactly.
[AGENT][NEUTRAL] Just wanna go to a primary care.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Trying to assist you because I don't know anything about this.
[AGENT][NEUTRAL] Multiplayer stuff, um.
[AGENT][NEUTRAL] For preventative services only, multi-limited benefits.
[AGENT][NEUTRAL] Um, what's on your, on your front of your card? What does it say? What type of plan is it?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, I'm gonna pull it back up. It says, uh, limited benefit med plan and then and like has a dash it says VIP BIC.
[AGENT][NEUTRAL] Plan, OK.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What city and state? Give me your um zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] So they provided a number online. Did you, did you call that number before you call this number?
[CUSTOMER][NEUTRAL] I, I did, um, cause, you know, this is just for the.
[AGENT][NEUTRAL] It's got a 186847427 because we only here.
[AGENT][NEUTRAL] So this is a third party administrator and we only verify benefits where the department that I would have transfer to would only verify benefits.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] OK, hold on, hold on one second, please. Um, can you say that number again, please?
[AGENT][NEUTRAL] Mhm. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, so [PII].
[AGENT][NEUTRAL] Mhm. So it's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm, because when I put in your zip code.
[CUSTOMER][POSITIVE] OK. I, I, I'm gonna try that out. Thank you so much for your time.
[AGENT][NEUTRAL] And that information it says something about.
[AGENT][NEGATIVE] Search not not acceptable. I don't know what I'm missing, so yeah, call that number because I'm, I'm, I do apologize that I can't provide you with, I could provide you with benefits, but I just can't help you with that.
[CUSTOMER][NEUTRAL] You, you, you, you.
[CUSTOMER][POSITIVE] You, you, you're fine. I, I have to call whoever I need to call to get this appointment cause I need it, so thank you very much.
[AGENT][NEUTRAL] But I do know that you don't have a network so you can go wherever you desire to go, like any primary provider like an urgent care or anywhere and or just say you find a clinic somewhere you just go to a clinic because your policy doesn't have a network.
[CUSTOMER][POSITIVE] OK. I got you. That, that, that does make sense and that's, that's very helpful. OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You too. Bye-bye.