AccountId: 011433970860
ContactId: b6344407-f49c-42a1-b45a-94cc5dab4784
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 586760 ms
Total Talk Time (AGENT): 177265 ms
Total Talk Time (CUSTOMER): 153291 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/b6344407-f49c-42a1-b45a-94cc5dab4784_20250103T16:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my name's [PII]. I'm on to check coverage. I'm on, I'm a dermatologist I would like to see.
[AGENT][POSITIVE] OK, I'm happy to check on that for you, [PII]. Do you have a policy number?
[CUSTOMER][NEUTRAL] Mhm, um.
[CUSTOMER][NEUTRAL] Yeah, I'm with APL uh multi plan.
[CUSTOMER][NEUTRAL] Let's see, policy number 0235.
[CUSTOMER][NEUTRAL] 1096.
[AGENT][NEUTRAL] Alright, thank you for that, [PII]. Let me just pull this up here, one second.
[AGENT][NEUTRAL] All right, and then if I could just verify please your date of birth and address.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] man, with the wrong tongue down throat messed up, uh, and you said address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh yes, please.
[AGENT][POSITIVE] All right, thank you for that and.
[AGENT][NEUTRAL] So you're looking for, um, you said a dermatologist? Was that?
[CUSTOMER][NEUTRAL] Yes, yes, I'm in Pickens and this particular dermatologist is in easily and the name is uh Anderson Dermatology. They said they cover.
[CUSTOMER][NEUTRAL] They accept um my this type of insurance, but they wanted me to call the number on the back of my card to verify it, make sure everything was good.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, yeah, I'm going to Multiplan's website here to see if I can.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] All right. And what was the name of the dermatologist again?
[CUSTOMER][NEUTRAL] It's uh Anderson Dermatology and Skin Surgery Center LLC.
[CUSTOMER][NEUTRAL] And that's uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh wait a minute. It's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know is there zip code the [PII]?
[CUSTOMER][NEUTRAL] Uh, that is, uh.
[CUSTOMER][NEUTRAL] That's my zip code. Uh, this one particular one is [PII], which is [PII].
[AGENT][NEUTRAL] Let me try that.
[CUSTOMER][NEUTRAL] Yeah, I couldn't find anything in the town of [PII].
[AGENT][NEGATIVE] It's bringing up a bunch of providers, but it's not bringing up the actual facility, which isn't helping me here.
[AGENT][NEGATIVE] Yeah, so when I put in the zip code and then put location within 20 miles, it's bringing me up a bunch of providers' names. You don't have the name of the provider you're wanting to see by chance?
[CUSTOMER][NEUTRAL] The name what elected doctor?
[AGENT][NEUTRAL] Yeah, it's just giving me doctor's names. It's not giving me the actual facility. I mean, there's a bunch of dermatologists listed, um.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, well, like I said, this is websites for two offices and they've got a bunch of names here.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Uh, [PII], I mean, yeah, I don't know, I mean.
[CUSTOMER][NEUTRAL] If you can find me a provider.
[AGENT][NEUTRAL] I don't
[CUSTOMER][POSITIVE] Uh, near, near my zip code, that would be, that would work too. It doesn't have to be this place here. This is just what I found when I Google it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So like if I put in your zip code, yeah, I mean, it looks like the closest is [PII]. There's nothing that comes up in like Pickens.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, [PII] is the next closest town.
[CUSTOMER][NEUTRAL] So you know, [PII] is like 15 minutes away.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see what I can find there.
[AGENT][NEUTRAL] Yeah, I mean, everything that comes up.
[CUSTOMER][NEUTRAL] That's, yeah.
[AGENT][NEUTRAL] It's mostly [PII]. There's a couple, there's one in [PII], one in [PII], but I think that's further.
[CUSTOMER][NEUTRAL] Yeah, that's fine. If I have to go to [PII], I will. If you could find me some just, you know, as long as they accept the insurance, just give me a name and a number.
[AGENT][NEUTRAL] Yeah, so
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] So the first one that comes up is a [PII]. Do you want me just to email you the list? I mean there's over.
[CUSTOMER][NEUTRAL] Well, that would be, yeah, that'd be fine.
[AGENT][NEUTRAL] 20 on here. OK, might be easier so you can look at it because [PII] you can put in what type of provider you're looking for and then your zip code and it will just bring up a list of everybody within your area. It's honestly the easiest way to search for a provider.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I see. OK, and what do you show for email or do you?
[AGENT][NEUTRAL] Uh, so on here it looks like we have [PII]. Is that still good?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] I will email you the search results that I found and then also include the uh.
[AGENT][NEUTRAL] I'll send you an email with the link if you need to go back and do any looking yourself um it's a pretty easy website to navigate you just there's a link right there it says search for providers and you put in the type of provider you're looking for.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK. Hmm.
[CUSTOMER][POSITIVE] All right. Well, I appreciate it.
[AGENT][POSITIVE] Yeah, not a problem [PII] is there anything else I can check on for you here today?
[CUSTOMER][POSITIVE] Uh, no, that'll do it. I appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good one.
[CUSTOMER][POSITIVE] OK, thank you too.
[AGENT][NEUTRAL] Bye bye.