AccountId: 011433970860
ContactId: a99a625b-4799-4309-a229-eabed956c74d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236210 ms
Total Talk Time (AGENT): 98310 ms
Total Talk Time (CUSTOMER): 99776 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/a99a625b-4799-4309-a229-eabed956c74d_20250226T19:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling um to try to find out, find a list of providers in my area. Um, someone had sent me a list one time but I'm not able to find it in my email anymore.
[AGENT][NEUTRAL] Oh, OK. Well that
[CUSTOMER][NEUTRAL] It was just like last week.
[AGENT][POSITIVE] OK, well, I can definitely help you with your list of providers. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm it's [PII], phone number [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] It's up on uh my fiance and uh his policy number is 025.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Looks like 96441.
[AGENT][NEUTRAL] OK, thank you, hold on.
[CUSTOMER][NEUTRAL] Would mine be different? OK.
[AGENT][NEUTRAL] Oh no, um, it wouldn't be. Well, I, I'll see in a minute, but it shouldn't be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, here you are. And Ms. [PII], I just need you to verify your date of birth and then the mailing address on file.
[CUSTOMER][NEUTRAL] [PII] and the address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And you said you need a
[AGENT][NEUTRAL] A list of providers?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to find a doctor so that I can use the insurance but.
[AGENT][NEUTRAL] OK, so you do have the PPO network through multiplan. Now, because Multiplan is a different company, we don't have access to their list of providers, but I can transfer you over to them or give you the website, the list will be the same whether you talk to someone or do it online.
[CUSTOMER][NEUTRAL] what's the website?
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] I think that's what I'm on now.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh I see.
[CUSTOMER][NEGATIVE] I don't think it allowed me to see any uh.
[CUSTOMER][NEGATIVE] Confusing. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] And I'm going to it on mine too.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do you see something say clarative or something like that?
[AGENT][NEUTRAL] Yeah, I see it at the top. It says multiplan is now clarative, so this it's still the same layout, it's just a little few different colors, but you're gonna click on find a provider to the top right there.
[CUSTOMER][NEUTRAL] Yeah, yeah. Yeah, I didn't see this. I don't know where it took me to the last time, but and then um where it says choose a network, I have to choose.
[AGENT][NEUTRAL] Multi-plan PPO. Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, multipla.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, I should have it from here thank you. I didn't see this at first, um, I don't do anything with the other networks though, right?
[AGENT][POSITIVE] Oh, it's no problem at all.
[AGENT][NEUTRAL] For a hospital indemnity? No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't see any of these, no network. Oh, OK. So I should just select the search, right? Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you have a particular location that you have in mind, you can call them and ask for the doctor's NPI number and put it in there, um, if it doesn't come up by like, you know, the, the zip or anything.
[CUSTOMER][POSITIVE] OK, alright, thank you so much. I'll go ahead and um look now. Thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, no, that's it.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][NEUTRAL] Bye bye.