AccountId: 011433970860
ContactId: b029697a-8da2-40ac-bd54-b35fbb04c742
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279799 ms
Total Talk Time (AGENT): 86810 ms
Total Talk Time (CUSTOMER): 81635 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/b029697a-8da2-40ac-bd54-b35fbb04c742_20250613T19:31_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yeah, [PII], I'm a new member and I was trying to find a local physician that I could see today that accepts our plan.
[CUSTOMER][NEUTRAL] Could you help me with that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Where is it? I have a group number?
[CUSTOMER][NEUTRAL] 9445.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Uh, it should be a cer cer certification number.
[AGENT][NEUTRAL] Policy or certification number on the card?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I have an employee ID employee name, medical coverage group number, but no.
[CUSTOMER][NEUTRAL] RXIN numbers.
[AGENT][NEUTRAL] OK. Uh, what's the employee ID?
[CUSTOMER][NEUTRAL] No numbers.
[CUSTOMER][NEUTRAL] Employee ID is D445049997.
[AGENT][NEUTRAL] OK, um, looks like that's through 90 degree benefits. We do some of the policies. Um, let me try your last name just to make sure you're not in our system. Uh, what is your last name?
[CUSTOMER][NEUTRAL] [PII] Oh, there's the I, I find it on the backside of here. It's uh I got a number for you now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what was your first name?
[CUSTOMER][NEUTRAL] Billing
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] And what state are you located in?
[CUSTOMER][NEUTRAL] I'm in [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then can you verify your address and your email address for me?
[CUSTOMER][NEUTRAL] Yeah, email is [PII]. Address is [PII] and that's in [PII].
[AGENT][NEUTRAL] OK, let me pull up your card real quick.
[AGENT][NEUTRAL] And you're just needing to go to the doctor's office?
[CUSTOMER][NEUTRAL] Yeah, what I'm trying to accomplish is getting in to see a doctor today because I need some meds refilled because the ones I have are no good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm trying to skip going online and being totally confused.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so to locate a provider that's a network um multiplan is the network.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I, we don't have a list here, so you'd have to go to their website or I could transfer you over to them. Now, as for the doctor that it, um, will accept it, you, you have to call and then give them the information and they would have to run it and see, you know, they'd have to call us and verify your benefits, etc. So, we don't know what doctors accept the insurance.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK, do you show any clinics that this insurance covers?
[CUSTOMER][NEUTRAL] OK, so I go to [PII] and take a look at that, huh?
[AGENT][NEUTRAL] So we, you can use multiplan um to find a a network provider.
[AGENT][NEUTRAL] Um, so do you, which way would you like to?
[AGENT][NEUTRAL] What does that make sense?
[CUSTOMER][POSITIVE] Yeah, I'll try online then because it sounds like I'm bouncing around with my we're my 3rd call so thank you for your time.