AccountId: 011433970860
ContactId: c29ec198-82ec-40f3-b407-4260a1395020
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408440 ms
Total Talk Time (AGENT): 132481 ms
Total Talk Time (CUSTOMER): 198995 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/c29ec198-82ec-40f3-b407-4260a1395020_20250227T22:27_UTC.wav
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[AGENT][NEUTRAL] For calling APO my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], how's it going? So I'm trying to figure out exactly um what uh what primary doctor I can go to. Um, I called, I've called several numbers. I'm not really sure where I'm supposed to be calling for this. The last number I called, they said that I selected my own primary and then I have to call and make sure it's eligible. does that sound correct?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I'm sure
[AGENT][NEUTRAL] Um, I'll have to see which policy you have. May I have your policy number, please?
[CUSTOMER][NEUTRAL] Yes ma'am, policy number is 02584991.
[AGENT][NEUTRAL] OK, and what is your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and my date of birth is [PII].
[AGENT][NEUTRAL] OK, and what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Alright, and I do show, yes, with your policy, um, since there is no network, you can use any pro provider that you choose.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so, um, uh, would you happen to know because, so I'm having, um, issues with my knee, um, before my Medicare had gotten caught cut off, the doctor I was seeing had sent me to see X-ray. So do I just like call around, call the urgent cares and see.
[CUSTOMER][NEUTRAL] If anyone has like open an open book to accept new clients and then once I find out if they do, who, who do I like how where do I get in contact to make sure that I am eligible through them or would I have to select a doctor first? I'm sorry to ask you all this. I'm just not sure what to do.
[AGENT][NEUTRAL] Oh, that's fine. Uh now, let me check because
[AGENT][NEUTRAL] I wanna say.
[AGENT][NEUTRAL] With this, OK. You know what, actually.
[CUSTOMER][NEUTRAL] My main concern is I'm having a lot of pain on my left breast. So, and it's, it has, it hasn't went away since last night, so I'm like really concerned about that. I'm not, I'm really concerned about that and I know for that I would need like a mammogram or something. When I had my medical, I think I needed to be referred by, by my um primary, so I'm not too sure how that works. That's why I'm trying to call and find out exactly what I have to do to get that done right away.
[AGENT][NEUTRAL] OK, so to for OK, so there is a website um that you can go to through the multiplan.
[CUSTOMER][NEUTRAL] Yeah, that I've been on that. I've been on that website, um, sorry, my child is throwing a tantrum. Um, I've been on that website several times, um, and so it just asked me to either put in like a doctor's name or like a uh a special uh specialties or something like that, and then it says facility. So when I put like primary, it, it selects me to like a few um
[CUSTOMER][NEUTRAL] Oh, it's, it sends me dialysis, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Clinics and then it has only one urgent care. Would you know if that would be the like where I would call and try and find and try and get into?
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] What's the zip code you were using?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No no.
[CUSTOMER][NEUTRAL] Let them alone.
[CUSTOMER][NEUTRAL] Let's come to [PII].
[AGENT][NEUTRAL] OK. Well, when I went there and I put family practice and then I put your zip code, it gave me a listing.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can email this listing to you if you'd like.
[CUSTOMER][POSITIVE] Yes, please if you could cause I, yeah, I'm trying to get him like as soon as possible.
[AGENT][NEUTRAL] OK, I've sent that listing to your email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if you wanna change your search when you go to the multi-plan.
[CUSTOMER][NEUTRAL] What you can to put in like a different zip code?
[AGENT][NEUTRAL] Right, um, when you go to [PII] and then you go in the top right hand corner it says, um, find a provider.
[AGENT][NEUTRAL] And then you're gonna click the middle portion where it says multi plan network you're gonna click the first one multipla multi plan limited benefit plan.
[AGENT][NEUTRAL] And then select and search, put in your zip code, um, click on that box and it's gonna, then you can search hospitals, labs, physical therapy, radiology, urgent care, family practice, internal medicine, nurse practitioner, OBGYN and pediatrics, and then it'll bring up the listing.
[CUSTOMER][NEUTRAL] I'm so sorry, so you said when I go into the [PII], I need to click on the right hand side or left?
[AGENT][NEUTRAL] It's the right hand side it says find a provider. Do you see a woman looking at a tablet when you go to the website?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I don't. Um, I'm actually not on there right now cause I'm currently dealing with my child, so I'm trying to kinda take notes of it.
[AGENT][NEUTRAL] Oh, OK. Well, right above her head. OK, right above her head and the right.
[AGENT][NEUTRAL] Right hand side it says, and it's highlighted, it's green.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So just click find a provider.
[CUSTOMER][NEUTRAL] OK, and green.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then click um in the middle it is gonna say choose a network you wanna choose under multi plan network and it's the first one multipla limited benefit plan.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Multi-plan.
[CUSTOMER][POSITIVE] Network. OK. I'm sorry, my child is throwing a tantrum and trying to do all this at the same time. All [PII], well, I appreciate your help. So I'll go in there and I'll try to search again cause I, like I said, I really wanna get into the doctor right away.
[AGENT][NEUTRAL] OK, but I've also emailed that listing, so you should receive that shortly.
[CUSTOMER][POSITIVE] Yes, I, I really appreciate that so much. Thank you so much and you do have a great day.
[AGENT][POSITIVE] Mhm thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mama.