AccountId: 011433970860
ContactId: cb2ae5b4-9655-40be-a3c5-4da960927725
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 497619 ms
Total Talk Time (AGENT): 173268 ms
Total Talk Time (CUSTOMER): 176131 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/cb2ae5b4-9655-40be-a3c5-4da960927725_20250213T15:07_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, how you doing?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][POSITIVE] Very good. Hey, I'm in the um the [PII] area.
[CUSTOMER][NEUTRAL] And my wife, I'm on my wife plan and I'm just trying to find what network you guys, I'm trying to find a network of doctors that's.
[CUSTOMER][NEUTRAL] In the [PII] area so I can.
[CUSTOMER][NEUTRAL] You know, um, start doing some uh medical, my, my partners with them.
[AGENT][NEUTRAL] OK, I can check and see what policy, what product you have with us and we can go from there. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] Do you have the policy number?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Privacy number is um.
[CUSTOMER][NEUTRAL] 0258.
[CUSTOMER][NEUTRAL] 462 9
[AGENT][NEUTRAL] OK, for security, may I have your date of birth and mailing address, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, um, so this particular policy, um, you can use the multi-plan network, um, so what you need to do is go to um [PII].
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So Google [PII]?
[AGENT][NEUTRAL] Yes, go to [PII].
[AGENT][NEUTRAL] And you're gonna choose the one that says um multiplan. US which is usually the first one that pops in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] For different
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Once you open that site from multiple. you're gonna see on the right corner it's gonna say find providers. You're gonna click on that.
[CUSTOMER][NEUTRAL] Oh they say so you go to [PII]. I'm in there, so multiplan, so I just wanna make sure I'm in the right one. They got like a little.
[CUSTOMER][NEUTRAL] A symbol would like look like a little dot with three lines. I make sure I'm in.
[CUSTOMER][POSITIVE] The right one.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you have a circle like a like the.
[AGENT][NEUTRAL] Like an atlas, green, green.
[CUSTOMER][NEUTRAL] Blue, green, and green.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is that why you are in front of me?
[CUSTOMER][NEUTRAL] It's like a little circle with
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna see some.
[AGENT][NEUTRAL] Like the map. Mhm.
[AGENT][NEUTRAL] The glove.
[CUSTOMER][NEUTRAL] The multipla and then where you go.
[CUSTOMER][NEUTRAL] Understand.
[AGENT][NEUTRAL] OK, you will click on where it says for uh find providers it's gonna be in the top right.
[CUSTOMER][NEUTRAL] Providers, OK.
[CUSTOMER][NEUTRAL] Alright, I'm in there.
[AGENT][NEUTRAL] OK, so if you are in the, yeah, you if you are um on the fine providers, it should give you some options, um, and you're gonna click where it says um network.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Now when I came to multiplayer providers got health care providers navigate.
[CUSTOMER][POSITIVE] Today I'm trying to make sure I'm at the right place.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] More providers.
[CUSTOMER][POSITIVE] Fine providers.
[AGENT][NEUTRAL] Click on that and see where it takes you.
[CUSTOMER][NEUTRAL] OK, I gotta find a doctor uh facility. OK, choosing that.
[AGENT][POSITIVE] Perfect. You have.
[AGENT][NEUTRAL] OK. Mhm, choose the network. So you're gonna do multi-plan network, which is the middle one.
[AGENT][NEUTRAL] And you're gonna do multi plan specific service.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Pacific, hold on, hold on.
[CUSTOMER][NEUTRAL] I see multiplayer networks.
[CUSTOMER][NEUTRAL] What the plan limited benefit plans.
[CUSTOMER][NEUTRAL] Practitioner only.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or you can choose the first one if you would like. You, you can choose uh limited benefit plan.
[CUSTOMER][NEUTRAL] So it was what you
[CUSTOMER][NEUTRAL] Limited benefit plan.
[AGENT][NEUTRAL] Which is the first one in that list on the 3rd column on the 2nd column, I'm sorry.
[CUSTOMER][NEUTRAL] OK, uh,
[AGENT][NEUTRAL] And then it's gonna
[CUSTOMER][NEUTRAL] Alright, I'm on that click that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna take you to where it says search.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're gonna see search name, specialty, uh, facility. Click on that, it's gonna give you a a drop down.
[CUSTOMER][NEUTRAL] So they say search your benefit plan like the city, county and state.
[AGENT][NEUTRAL] The one prior to that one, the one beside it.
[CUSTOMER][NEUTRAL] You want to sign that?
[AGENT][NEUTRAL] Uh-huh. Where it says search by name. Click on that and it's gonna give you a dropdown. OK. So from there, you're gonna choose the one that you would like to go to. Is it a family, um, practice, urgent care, radiology, physical therapy. Which one would you like to visit?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I guess it.
[CUSTOMER][NEUTRAL] Uh, popular, uh, I guess it's yeah, we got 4 types.
[CUSTOMER][NEUTRAL] Choose one laboratory, physical therapy, radiating urgent care.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] You want me to ask him?
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Oh, what are you trying to get like a family doctor like um to set up, OK, so it's gonna be family practice.
[CUSTOMER][POSITIVE] Yes, yes, yes, yes.
[CUSTOMER][NEGATIVE] I don't see founding practice in this one.
[AGENT][NEUTRAL] It it's gonna be after you're gonna see in the bottom.
[CUSTOMER][NEUTRAL] Oh no, you know what, you know what, hold on, I got, I got scroll down my.
[AGENT][NEUTRAL] Yeah, mhm.
[CUSTOMER][NEUTRAL] The family practice there you go, got it.
[AGENT][NEUTRAL] OK, and then you're gonna put your zip code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then search.
[CUSTOMER][NEUTRAL] OK, I got those.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you got one in [PII].
[CUSTOMER][POSITIVE] OK, so perfect.
[CUSTOMER][NEUTRAL] We got a few of them right in my, in my area.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You can just choose one of them and just make an appointment.
[CUSTOMER][POSITIVE] Hey, appreciate you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well, thank you for calling APL. Have a good day, Mr. [PII]
[CUSTOMER][POSITIVE] Very good.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEGATIVE] You are on hold.