AccountId: 011433970860
ContactId: b43cea2d-68ee-4d4f-8a27-6b98c5e80434
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232139 ms
Total Talk Time (AGENT): 89234 ms
Total Talk Time (CUSTOMER): 85707 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/b43cea2d-68ee-4d4f-8a27-6b98c5e80434_20250103T22:45_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APPL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] I am trying to find a provider and I've gone to your website and a bunch of us I cannot seem to find what I need because they have a lot of people on there that.
[CUSTOMER][NEGATIVE] They're no longer in business.
[CUSTOMER][NEUTRAL] And so is there some way I can talk to somebody, an actual person instead of an answering machine that recorded AI or whatever that can help me with this?
[AGENT][NEUTRAL] Um, what, what type of policy you have with us? Do you have a policy number?
[CUSTOMER][NEUTRAL] It's um APL multi plan looks like it's um.
[CUSTOMER][NEUTRAL] Carrington
[CUSTOMER][NEUTRAL] The um
[CUSTOMER][NEUTRAL] Policy certification is 02576600.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And one last thing I need to verify, the mailing address and email address.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And um so you said that you're trying to, you try to call?
[AGENT][NEUTRAL] Multi-plan, is that
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I'm trying, yeah, I tried to look through the website that they give you like for service providers and a bunch of them in there aren't.
[CUSTOMER][NEUTRAL] Uh, even in business anymore and then I called like the number.
[CUSTOMER][NEUTRAL] And it's giving me the same information basically they're not in you know.
[CUSTOMER][NEUTRAL] And I can't seem to find somebody that on there that's in my area that
[CUSTOMER][NEUTRAL] You know, as a provider that.
[CUSTOMER][NEUTRAL] I can use
[AGENT][NEUTRAL] OK, um, this particular policy is limited in the plan, um, and with this type of policy.
[CUSTOMER][NEGATIVE] You're cutting, you're, you're cutting out really bad. I can't.
[CUSTOMER][NEUTRAL] I couldn't understand you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the type of policy that you have is a hospital indemnity plan.
[AGENT][NEUTRAL] Um, it is not a major medical and with this type of policies, um, you don't really have a network, um.
[AGENT][NEUTRAL] So you get to choose your own doctor, like if you can go to a doctor before you can try to use the same doctor.
[AGENT][NEUTRAL] To go to. Now if you need to find like a specialist in your area, then you go to [PII] to do that, um.
[AGENT][NEUTRAL] But we don't have like a list if I pull a list it's gonna be the same list you're looking at. We don't have anything different.
[CUSTOMER][NEUTRAL] So this was just supposed to be a, a, a plan that covers like doctor visits and prescriptions and that sort of thing. You're saying it doesn't cover that?
[AGENT][NEUTRAL] This one does cover office visit. Um, prescription goes through, um, a different, which is Farmavale, it's a different company, but we do cover the office visits.
[CUSTOMER][POSITIVE] OK, thank you. Bye.
[AGENT][NEUTRAL] Um,