AccountId: 011433970860
ContactId: aa9b57f3-8bea-4570-8f3f-b5cc327bf61e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 588419 ms
Total Talk Time (AGENT): 224354 ms
Total Talk Time (CUSTOMER): 214807 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/aa9b57f3-8bea-4570-8f3f-b5cc327bf61e_20250206T17:13_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I am trying to find out about doctors, I guess trying to find a provider.
[CUSTOMER][NEUTRAL] That accepts the insurance.
[AGENT][NEUTRAL] OK. May I have your name and the callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. And Miss [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] 70069
[AGENT][NEUTRAL] Um, the 70069. Is that the policy number or the group number?
[CUSTOMER][NEUTRAL] It says policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You work for ATC Healthcare Services?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Bear with me just a second. That was the group number.
[CUSTOMER][NEUTRAL] OK, on the paperwork I just printed it says policy so I don't see a group number on here anywhere.
[AGENT][NEUTRAL] It's OK. Oh, that is, yeah, yeah, I'm not sure what happened, but yeah, that, that is the group number. So let me just go ahead and locate your account, Miss [PII], OK?
[CUSTOMER][NEUTRAL] I don't know if that's a thing.
[CUSTOMER][NEGATIVE] OK, and if you can I guess send me something because this paper is inaccurate. I just printed it and it says policy number so I don't want the doctor's office to think that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So they don't I guess send a card or anything.
[AGENT][NEUTRAL] May I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have um the mailing address and email address on file for verification?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I mean, I'm sorry, [PII].
[AGENT][NEUTRAL] OK, what's the email address on file?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me check and see.
[AGENT][NEUTRAL] OK, so this one has um policy ID and information online only. Um, so I can go ahead and direct you to the correct um website to register and get your cards.
[CUSTOMER][NEUTRAL] I'm online. I'm, I'm already on there. That's why I just printed this from that says that my policy number is something different than what you're saying, so I'm already, I'm, I can, I'm, I have access to online, but it doesn't give me a place to check for like where I can use this actual insurance.
[AGENT][NEUTRAL] OK, let me look at the copy of what you're looking at. OK, one moment.
[AGENT][NEUTRAL] And you're trying to look for medical coverage?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, I see, I see now where the, OK so I see the cards, but there's a letter like when you go into the documents to download the actual policy.
[AGENT][NEUTRAL] Oh yeah, mhm, the policy certificate.
[CUSTOMER][NEUTRAL] On the actual policy, yeah, the policy certificate, it says that the policy number is what you're saying is the group number, so that's where the discrepancy is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, the policy certificate is gonna have the group number instead because it's a group policy. Um, OK, so, um, OK, I do see your policy certificate. OK. So to locate a provider, you will go to [PII] and that's how you're gonna uh locate a provider or call that [PII].
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the number that they gave is your number.
[CUSTOMER][NEUTRAL] On, on this paper on here, uh, so I guess I call the, I don't know what I call so to locate a provider once I go on there, once I go on the multi plan I'm logged in. I have an account where is it at to to locate a provider?
[AGENT][NEUTRAL] The information on the card. Go ahead and.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, let me go with you to the website, bear with me, let me open the website really quick, OK?
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you will go to multiplan and you will see like a screen with the sun and some mountains and stuff and it says multiplan in the corner um left and then you're gonna see members, providers, payers and find the provider and you're gonna click on that find the provider. Mhm.
[CUSTOMER][NEUTRAL] OK, so when I go on multi-plan, the first thing that I see is find a doctor or facility and there's a lady and a man in a in scrubs, and it asks what your, what network.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So that's the first thing I see when I'm on there. I don't know if that's the medical end. I'm thinking that's the medical end, but that's what it takes me to. It doesn't take me to whatever it is that you're seeing, so I guess let me try to go to, go to it again maybe.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be multiplan. OK.
[CUSTOMER][NEUTRAL] OK, I see that. OK.
[CUSTOMER][NEUTRAL] OK. I see that. And so you say I go to what now?
[AGENT][NEUTRAL] Find a provider.
[AGENT][NEUTRAL] Corner right.
[CUSTOMER][NEUTRAL] So click on, so click on, click on members first.
[AGENT][NEUTRAL] No, click on find the provider after members you're gonna see members, providers, payers, and then find a provider.
[CUSTOMER][NEUTRAL] OK, yeah, you have to click on members first, and then it takes me back to that same page that I just told you, so what do I go?
[AGENT][NEGATIVE] No, no, no, do not clicks. No, no, no, go back, go back to the beginning.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you're gonna see members, providers, payers, and find a provider click on find a provider.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it takes me back to the same page that says find a doctor or facility.
[AGENT][NEUTRAL] OK, um, what doctor you're trying to uh find?
[CUSTOMER][NEUTRAL] I'm trying to, this is for my dental, dental is not on here.
[AGENT][NEUTRAL] Oh, so dental, no, this is not dental. This is medical. OK. So you need to go back and yeah, and that's why I asked if it was medical or um OK. So dental, you will go to our page.
[CUSTOMER][NEUTRAL] That's what I thought, yes, ma'am.
[AGENT][NEUTRAL] So you will go back to [PII].
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said go to
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you're gonna scroll to the bottom of that page where you're gonna find a magnifying glass with a tube.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Where it says search the site.
[AGENT][NEUTRAL] Do you see a magnifying glass with a tooth?
[CUSTOMER][NEUTRAL] You said go for the
[CUSTOMER][NEUTRAL] With a too um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Mm no.
[AGENT][NEUTRAL] It's gonna be all the way down. So you will scroll all the way down to the bottom of the page.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm all the way down to the bottom of the page on [PII], correct?
[AGENT][NEUTRAL] OK, uh-huh, yes. Um, what do you see right there?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so it says provider resource resources.
[AGENT][NEUTRAL] Mhm. OK, click on the one that has the magnifying glass in the tooth.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK. And it's gonna take you to individual Carrington dental plan and you're gonna click on search dental providers where the woman is with the um
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then you're gonna put your zip code and search for you just need the zip code. That's all you need to fill from that page is just the zip code and just find um search for providers.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, alright, so nothing [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's [PII]. OK, so they don't have anything in [PII]. OK, alrighty, OK, alright, thank you so much for your time.
[AGENT][POSITIVE] Right, yes. You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Bye-bye, Miss. [PII]. Thank you.
[CUSTOMER][NEUTRAL] Mm.