AccountId: 011433970860
ContactId: cfcbd71e-6902-436f-8915-897bb01fb5f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452579 ms
Total Talk Time (AGENT): 182223 ms
Total Talk Time (CUSTOMER): 107809 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/cfcbd71e-6902-436f-8915-897bb01fb5f5_20250203T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning ma'am. How are you doing?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] Good, um, I just called you, uh, I'm looking, I'm looking to provide in my area, but, um, I just call you to, to, yeah.
[CUSTOMER][NEUTRAL] To submit me to submit some some some provider in my area.
[AGENT][NEUTRAL] OK, uh, do you have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] The policy number is um.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 58
[CUSTOMER][NEUTRAL] 7329.
[AGENT][POSITIVE] Alright, thank you so much let me pull this up here. Give me one moment please.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And then if I can get your first name, last name, and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] OK thank you and then if I can get your address and email address also on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you so much alright so um with this limited benefit plan you should be able to go see any provider specific networks not required your plan is just gonna pay set amount depending upon what you're being seen for so there's no specific.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Provider that you have to see specifically? Are you looking just to go to like um a physician's office for like a doctor's visit? Is that kind of what you're looking for?
[CUSTOMER][POSITIVE] Yeah, I want to do, I want to do a checkup, that's why.
[AGENT][NEUTRAL] So yeah um you should be able to go see any provider within your area and then your plan will just pay a set amount towards the office visit.
[AGENT][NEUTRAL] Does that make sense?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so I don't need, you know, it's, uh, my plan is is that's VIP, right? Is the VIP.
[AGENT][NEUTRAL] I mean, you can use it pretty much at any doctor's office, is what I'm saying.
[CUSTOMER][NEUTRAL] Oh, in the doctor's office.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so, but, uh, uh, it, it should be cover 100% or?
[AGENT][NEUTRAL] No, so it's only gonna pay a set amount um towards the actual visit, so let me take a look here one second.
[AGENT][NEUTRAL] OK, let's see here, office visits.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so the plan that you actually have through your employer, it looks like actually.
[AGENT][NEUTRAL] Really pays more so for hospital coverage and not office visits with a physician.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] What, what else?
[CUSTOMER][NEUTRAL] What I can do now if you, if you, I want to do, uh, I want to do a checkup, I want to be a provider.
[AGENT][NEUTRAL] So this plan that you have isn't gonna cover any sort of check up in a physician's office. If you want something that covers something like that, you're gonna need to reach out to your employer to see if they offer any sort of different plan. The plan that you have only pays for hospital admission and confinement, and if you had any sort of like surgery.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Type situation. It's not paying just for a regular doctor's office visit.
[CUSTOMER][NEUTRAL] I don't know, so it just just like physical, so that's why I need to provide it. I want to do physical. That's why, so.
[CUSTOMER][NEUTRAL] I just want to have a improver in my area, but I, I just, I just been to [PII], to be honest with you, I don't have no I been in [PII].
[AGENT][NEUTRAL] Yeah, I mean, I would reach out to them because this plan does, like I said, doesn't cover any sort of like physician's office visits, so.
[CUSTOMER][NEUTRAL] So which uh which, which, which provider you can, you can, you can, you can, you can give me an example, so.
[CUSTOMER][NEUTRAL] I can, I can, I can check.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] What I'm trying to explain to you, sir, is that this plan does not cover a physician's office visit. You can go see any doctor that you want, but this plan is not gonna pay towards that. This plan would only pay if you were in the hospital.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So if you want a different plan, you're gonna need to reach out to your employer to see if they offer anything different that would cover a doctor's office because this does not.
[CUSTOMER][NEUTRAL] OK. All right, so, uh, uh, I'm going to call them.
[CUSTOMER][NEUTRAL] I'm going to get about that because I think uh uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I'm going to go there.
[CUSTOMER][NEUTRAL] We and what is going on because you know.
[CUSTOMER][POSITIVE] Yeah, I'll call them to talk to them. Thank you so much, man.
[AGENT][POSITIVE] Yeah, you're welcome you have a blessed day.