AccountId: 011433970860
ContactId: a519c19c-0b90-4cba-b224-d5d6a1fb1050
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456450 ms
Total Talk Time (AGENT): 113021 ms
Total Talk Time (CUSTOMER): 103624 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/a519c19c-0b90-4cba-b224-d5d6a1fb1050_20250616T17:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is uh [PII]. I have uh insurance through APO uh and I'm trying to set a, uh, uh, visit to my primary care provider, but they indicated that they weren't in the network or they couldn't see my insurance. I just wanna make sure I had it correct or I, I don't know if you're able to find the uh provider in the network, but I just wanna know when I need to request, um,
[CUSTOMER][NEUTRAL] An appointment, uh, do I just give them this group number 70102 and then the policy ID 263-6297 or what would be the best way for them to be able to locate you guys in my policy?
[AGENT][NEUTRAL] OK, give me the 262 number again please.
[CUSTOMER][NEUTRAL] Yes, 263-629-7. My first name is [PII], last name is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and your date of birth, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you very much and your callback number is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much, verify your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the city, state and zip, please?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, uh, [PII].
[AGENT][NEUTRAL] OK, thank you and then the last thing to verify is your email address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much for that information. OK, now you're calling in regards to an appointment PCP.
[AGENT][NEUTRAL] One moment, Mr. [PII].
[AGENT][NEUTRAL] Can I place you on hold while I look at your policy to see what's covered please one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK. Let's see.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 26332 OK that's per day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK thank you so much for your patience with.
[AGENT][NEUTRAL] Mr. [PII] just wanna make sure that you had an office visit, um, benefit on here. OK, thank you. Now your plan does participate in multipla, which what I can do is email you a list of providers who may participate in multi plan, but, um, to answer your question previously you would need to give them our phone number and your policy number.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] The [PII] so they can give us a call to verify benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's APO will be the name of the insurance that I would tell them, correct.
[CUSTOMER][NEUTRAL] That I have to covers through.
[AGENT][POSITIVE] Yes, we are your carrier. That is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, yeah, um, if you could send that to me and then, uh, you said you would send me a list of the providers that are in the network, correct?
[AGENT][NEUTRAL] I said I would send you a list of providers who may participate in the multi plan.
[AGENT][NEUTRAL] To your email address on file that you verified to be correct.
[CUSTOMER][NEUTRAL] OK, that'd be excellent. And is this plan a HMO or is it a PPO technically or?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Different name.
[AGENT][NEUTRAL] It is a limited
[AGENT][NEUTRAL] It's a limited indemnity policy.
[CUSTOMER][NEUTRAL] OK, limited and dignity policy. OK, thank you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'll get that email over to you and again that email address is just wanna verify [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK uh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Get that emailed over to you. Please allow a few minutes after the call.
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][POSITIVE] You're welcome, sir, and thank you for calling AP all have a great day and take care.
[CUSTOMER][NEUTRAL] You too. Bye.