AccountId: 011433970860
ContactId: a5976297-22fb-4845-8faa-4cf54096c85e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326040 ms
Total Talk Time (AGENT): 96103 ms
Total Talk Time (CUSTOMER): 183041 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/a5976297-22fb-4845-8faa-4cf54096c85e_20250204T13:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm new I'm a new carrier of your insurance and I wanted to ensure that I can still see my provider.
[CUSTOMER][NEUTRAL] They told me to give the customer service a call.
[AGENT][NEUTRAL] OK, let me see what type of policy you have, but I'll be more than happy to help you um with your list of providers. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] My last name is [PII] My phone number is [PII].
[AGENT][NEUTRAL] [PII]. What was the last four?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Um, is that, uh, oh there it is policy number 025636602.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Um, my date of birth is [PII]. My mailing address, um, is [PII], um, email, I don't know what email address you have on file, um, [PII] or [PII]. OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And thank you for verifying and all the information provided is a verification of benefits, not a guarantee of payment. Let me see what type of policy. Hold on one second.
[AGENT][NEUTRAL] OK, so you have the hospital indemnity policy, but you do have the PPO network through multi-plan. So Multiplan um is a different company than us, so we don't have access to the list of providers. Your hospital indemnity part of your policy, there is no provider, but because that PPO network, that's where certain doctors, you know, PPO take PPO or certain doctors don't.
[AGENT][NEUTRAL] So, um, I can either give you the phone number to multiplan and transfer you. They also have a website, um, whether you call or go online, it's the same list.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah, if you could give me because the because mine is my provider is not showing up on well yeah if you could just give me the number and then also transfer me.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course, OK. Um, so the phone number, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, so it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] what?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] And before I transfer you over, and [PII], was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, but they would be able to and they would be able to um tell me if my provider is accepted or not correct.
[AGENT][NEUTRAL] Yes, that's the only um group that can help you because they provide that PPO network.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Yeah, OK, that sounds good yeah if you could transfer me.
[AGENT][NEUTRAL] Alrighty, well, hold on one moment while I get a representative for you, OK?
[CUSTOMER][POSITIVE] Appreciate it.
[AGENT][POSITIVE] You're welcome and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] For questions about your privacy choices, please view our privacy policy on our website at [PII]enhanced privacy-policy.
[CUSTOMER][NEUTRAL] Cen preta soresuscienes privaciata nuestra politica deprivaciat enestrositio we in [PII] policy.
[CUSTOMER][NEUTRAL] Thank you for calling Multiplans. Find a provider service for limited benefit plan members accessing the multi-plan network.
[CUSTOMER][NEUTRAL] Remain on the line to locate or confirm status of a network provider. This information is also available using our website, [PII]. All other inquiries, press 4.
[CUSTOMER][NEUTRAL] By continuing, you agree that the provider information given out is not a guarantee of benefits coverage. It is your responsibility to contact your health benefit plan to confirm benefits coverage. You must also contact the provider to verify participation in our network at the location you plan to visit, and that the provider is accepting new patients. Calls may be recorded for quality assurance.
[CUSTOMER][NEUTRAL] I can help you find a doctor or healthcare facility within your network. To get started, please tell me which of these best describes you a plan member, a healthcare professional, or a plan administrator.
[CUSTOMER][NEUTRAL] Member.
[CUSTOMER][NEUTRAL] Tell me what you'd like to do by saying one of these phrases. Find a doctor.