AccountId: 011433970860
ContactId: b774657d-41b5-4fd0-8be9-503c47dfb1ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 459019 ms
Total Talk Time (AGENT): 206084 ms
Total Talk Time (CUSTOMER): 146471 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/b774657d-41b5-4fd0-8be9-503c47dfb1ce_20250408T13:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was just calling to see if my um Pap smear would be covered with my plan.
[AGENT][NEUTRAL] OK, you have a question regarding your benefits, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And Mr. [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] Thank you, and your policy number please, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah, it is 02611351.
[AGENT][NEUTRAL] OK, thank you. Give me a couple of moments please to get your policy information pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, bear with me just a moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Ms. [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. I will need to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address please.
[CUSTOMER][NEUTRAL] Um, so I changed it, so I'm a [PII] resident, but for my policy I changed it to where I'm currently living, so I can give you both, but my [PII] is [PII]. Is that the one you have?
[AGENT][NEUTRAL] OK, yes ma'am, that is what is on file for you and your phone number that's on file is also the same as the one that you gave me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then lastly, what is your email address?
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you very much for verifying all of your information. So this [PII], have you set up your profile yet in the APL online service center so that you'll be able to have access to your policy information online as well?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, now I can send you the user guide with the give you instructions for setting that up. Now your policy information is not viewable yet, but it will be it's just that your policy was just issued so it's just not quite had enough time to be made viewable for you.
[AGENT][POSITIVE] But if you would like, I'll be happy to email you that user guide.
[CUSTOMER][NEUTRAL] OK, um, is it possible for you to tell me what providers that I can have? I really just need to find a doctor that accepts my insurance.
[AGENT][NEUTRAL] OK. Yeah, I'll.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Yes ma'am, I'll give you the phone number for multi plan because that is the network company for the type of policy you have.
[AGENT][NEUTRAL] And multi plan would be able to help you with any provider.
[CUSTOMER][NEUTRAL] So is it
[CUSTOMER][NEUTRAL] OK, so when I called them they gave me the number.
[CUSTOMER][NEUTRAL] Um, they said this may not be guaranteed, like, I don't know, it was just kind of vague.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Right, that disclaimer would probably been, they cannot guarantee. Mhm.
[CUSTOMER][NEUTRAL] So it told me that
[CUSTOMER][NEUTRAL] Yeah, it was weird, so it gave me the doctor.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That um was in the plan and then I called the office and they said that they can't verify.
[CUSTOMER][NEUTRAL] American public life.
[CUSTOMER][NEUTRAL] Should I just be telling them multi plan or?
[AGENT][NEUTRAL] Can they verify if they?
[AGENT][NEUTRAL] Multiplan is the network that they would be participating in.
[AGENT][NEUTRAL] The provider should know whether they are a multi-plan provider.
[CUSTOMER][NEUTRAL] OK, so I should.
[CUSTOMER][NEUTRAL] Right. So when I mentioned my insurance, should I not even mention the American public life?
[AGENT][NEUTRAL] Well, you can, yes, ma'am. That's who's actually gonna process the claim, but as far as if they're wanting to know about network questions, you're in the multi-plan network.
[CUSTOMER][NEUTRAL] OK, and then it when they type in multi plan all sorts of different names come up. Am I under a specific multi plan?
[AGENT][NEUTRAL] Now, that information, Ms. [PII], would, that would have to be answered by multiplan. We're two separate companies.
[AGENT][NEUTRAL] Yeah, we're we're two different companies.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your insurance is kind of multifaceted, because if you have questions about a network provider,
[CUSTOMER][NEUTRAL] So why do I have that on?
[AGENT][NEUTRAL] You must contact Multipla if you wanna check benefits or claims information that would be contacting APL.
[CUSTOMER][NEUTRAL] OK, so I guess are you able to answer or am I able to get a Pap smear covered?
[AGENT][NEGATIVE] Now, that would not be covered under this plan.
[AGENT][NEUTRAL] This limited benefit plan does not have wellness benefits. That is correct.
[CUSTOMER][NEGATIVE] It's not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this for your like your well wellness check, yearly check?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, well, every year I have an abnormal Pap smear come back, so it's something that I need to get.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Are you able to upgrade my plan?
[AGENT][NEUTRAL] Now that is something any questions about additional offerings, Ms. [PII], that you may have available to you or your employer? Benefits and a card is the company that you would need to speak to for that because that is who handles any of your enrollments in your coverage and then they provide the different companies with your information and they are the ones that you would speak to like if you wanted to cancel or if you have questions on your.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Deductions, anything like that goes to benefits in a card. Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, got you. OK, so I'll see if I can upgrade it, but at least I know now that it's not covered. OK, alright, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right, so now.