AccountId: 011433970860
ContactId: cbdfdc2b-f131-4f30-9ac5-10e5b878f7fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 806900 ms
Total Talk Time (AGENT): 208975 ms
Total Talk Time (CUSTOMER): 170978 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/cbdfdc2b-f131-4f30-9ac5-10e5b878f7fe_20250219T16:02_UTC.wav
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[AGENT][NEUTRAL] You for calling AP this is how may I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I'm.
[CUSTOMER][NEUTRAL] Um, I'm new to this plan.
[CUSTOMER][NEUTRAL] And I'm trying to see, uh, uh, I, I need to go to the doctor, um, and I'm trying to find out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what my plan covers or, uh, what, what is it going to cost me?
[AGENT][NEUTRAL] OK, alright, I can look up the for you. Can you give me your name, your date of birth, and your policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] And my policy number is 02.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 59.
[CUSTOMER][NEUTRAL] 4704
[AGENT][NEUTRAL] OK, let me read the policy number back to you because I, the phone did a little glitch while you were giving me.
[AGENT][NEUTRAL] 02594704.
[CUSTOMER][POSITIVE] 02594 yes that's correct 4704 yes.
[AGENT][POSITIVE] OK. OK, thank you so much.
[AGENT][NEUTRAL] OK, Miss, can I please get you to verify your date of birth for me?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Ma'am, and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um, my address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'm sorry, what else did you want?
[CUSTOMER][NEUTRAL] My uh email uh.
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And then one last verification, can you give me your.
[CUSTOMER][NEGATIVE] Uh, the phone keeps cutting out. Say that one more time.
[AGENT][NEUTRAL] One verification can you give me phone number?
[CUSTOMER][NEUTRAL] Uh, my phone number is [PII].
[AGENT][NEUTRAL] OK, and is this a good number to call you on if we get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. Let me look at you real quick.
[AGENT][NEUTRAL] OK, so you said you have to go to the doctor and you just wanna know what your outpatient coverage is. Is that correct for your benefits?
[CUSTOMER][NEUTRAL] Yes, um, I, I need to call and make an appointment, but, uh, I don't wanna call until I, uh, I need to see if I can afford it.
[AGENT][NEUTRAL] Yes ma'am, I'm gonna pull in your policy. Um, what you have is a limited, um, hospital indemnity plan, and let me see about any outpatient services for you.
[CUSTOMER][NEGATIVE] This phone is doing something. I, I can't even.
[AGENT][NEUTRAL] So it's gonna be just
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm only catching bits and pieces.
[AGENT][NEUTRAL] Let me see if I can adjust it.
[AGENT][NEUTRAL] OK, I'm pulling up your policy now so that I can look at it and see if you have any outpatient benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Of course it's taking its sweet time. I'm sorry.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Everything's like that today. It's cold.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, it's everything's frozen.
[AGENT][NEUTRAL] I'm just waiting for it to load.
[AGENT][NEUTRAL] Your policy so it's it.
[CUSTOMER][NEUTRAL] So do I not have a, a policy where I go to the doctor? This is just for hospital or something?
[AGENT][NEUTRAL] Alright, come on now, I'm trying to get it to act right.
[AGENT][NEUTRAL] I apologize.
[CUSTOMER][POSITIVE] That's all right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it finally loaded now I need to just scroll through and read and see if you have anything for outpatient benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I do not see that it has any outpatient benefits.
[AGENT][NEUTRAL] On this policy it looks like it's just for a hospital.
[AGENT][NEUTRAL] Um, like if you're admitted to the hospital or surgery or diagnostic testing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEGATIVE] So I can't use this to go to the doctor.
[AGENT][NEUTRAL] I'm not
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Office visit
[AGENT][NEUTRAL] Visit, um, this policy is for inpatient and it's for diagnostic testing and surgery.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I've got another card here. I thought this was the same thing.
[CUSTOMER][NEUTRAL] Um, uh, here is a different policy number.
[AGENT][NEGATIVE] Oh wait, wait, not with this.
[CUSTOMER][NEUTRAL] Oh, that's dental.
[AGENT][NEUTRAL] the surgery.
[CUSTOMER][NEUTRAL] Carrington
[AGENT][NEUTRAL] Yeah, that's your dental plan.
[AGENT][NEUTRAL] Yeah this one is for hospital confined.
[AGENT][NEUTRAL] Uh, surgical benefit.
[AGENT][NEUTRAL] In a physician
[AGENT][NEUTRAL] Uh, a standalone surgical facility, diagnostic team.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] So I cannot go to just the doctor's office.
[CUSTOMER][NEUTRAL] Yeah, I mean, it's got on here, there, I got.
[CUSTOMER][NEUTRAL] Pharmacy?
[AGENT][POSITIVE] Yes, um, now you do it.
[CUSTOMER][NEUTRAL] I mean it's got pharmacy on here and it says uh virtual urgent care.
[AGENT][NEUTRAL] Yes, I was just getting ready to tell you that um you have a virtual urgent care facility that you can go to urgent care, um, which is a facility is a stand alone facility that, um.
[AGENT][POSITIVE] You can just walk in, you don't have to have an appointment at normally.
[CUSTOMER][NEUTRAL] And then it, I mean, it says on here.
[AGENT][NEUTRAL] So you can use it for that.
[CUSTOMER][NEUTRAL] It says on here to locate a provider.
[CUSTOMER][NEUTRAL] And it's got the, uh, this.
[CUSTOMER][NEUTRAL] Phone number and and [PII].
[AGENT][NEUTRAL] Yes, let me go ahead and transfer you to.
[CUSTOMER][NEUTRAL] Group name management.
[AGENT][POSITIVE] Yes, management analysis and utilization. What I'm gonna do is transfer you on over to multi plan. Um, you've got the phone number handy there, and I'm gonna transfer you over there so that they can help you further.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Provider for your policy because they have a network.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling APL and I hope you have a great day. I hope you feel better.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, ma'am.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Questions about your privacy choices.