AccountId: 011433970860
ContactId: d5e0a1ab-765d-4446-a6e8-fc23720f292c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1275219 ms
Total Talk Time (AGENT): 557918 ms
Total Talk Time (CUSTOMER): 556087 ms
Interruptions: 11
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/d5e0a1ab-765d-4446-a6e8-fc23720f292c_20250314T19:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I tried to open the like a new account from the APL.
[CUSTOMER][NEUTRAL] Uh, what kind of, uh, the, I think, uh, we open one and, uh, they said that, uh.
[CUSTOMER][NEUTRAL] The account already existed open.
[CUSTOMER][NEUTRAL] Uh, so, can you please check for me?
[AGENT][NEUTRAL] You're trying to get registered on the online service 7. Is that what you're trying to do?
[CUSTOMER][NEUTRAL] The the
[CUSTOMER][POSITIVE] Yes, yes, yes, yes.
[AGENT][NEUTRAL] OK, OK. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] And uh phone number [PII].
[AGENT][NEUTRAL] OK, and may I have the policy number?
[CUSTOMER][NEUTRAL] The policy number
[CUSTOMER][NEUTRAL] 2002559169.
[AGENT][NEUTRAL] OK. And may I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, address was what email address uh address uh date of birth. OK, [PII].
[AGENT][NEUTRAL] The date of birth, first it's gonna be, uh-huh.
[AGENT][NEUTRAL] OK. And can you verify the mailing address and email address?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] And what's the email address?
[CUSTOMER][NEUTRAL] I have two. I don't know which L5.
[CUSTOMER][NEUTRAL] And uh uh when we [PII], uh [PII].
[AGENT][NEUTRAL] OK, we have the [PII], OK. Um, let me see, yeah, let me see if I can find your, your, your online service center account. OK, one moment.
[CUSTOMER][NEUTRAL] OK, OK, but yes, OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you did um register already, so um let me give you your username and you can just click on forgot password if you don't remember, OK? But your username is um all lower cases, that's [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, hold on, [PII] Yes.
[CUSTOMER][NEUTRAL] Username and password or PIN number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and we don't have the password, so you will have to click on forgot password if you don't remember.
[CUSTOMER][NEUTRAL] So if I forgot the password, how do I know I log in?
[AGENT][NEUTRAL] OK, uh, you will click on forgot password it's gonna send you an email to the email address on file or to the phone on file. So it's gonna ask you where how you want your um password reset and you will choose and it will give you like a code and you can change it. So go ahead and click on forgot password.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, can you wait a lot? Can you wait and then we can to do it.
[CUSTOMER][NEUTRAL] Uh, let me just hold on.
[CUSTOMER][NEUTRAL] That's what they said. OK.
[CUSTOMER][NEUTRAL] Um, I do it right now.
[CUSTOMER][NEUTRAL] And I ask them.
[CUSTOMER][NEUTRAL] Uh, they asked me the user name.
[AGENT][NEUTRAL] Yeah, the username is the one I just provided, which is the [PII]
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, this all low case.
[AGENT][POSITIVE] Lower cases, yes.
[CUSTOMER][POSITIVE] It's all OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK OK.
[CUSTOMER][POSITIVE] OK, uh, to the better.
[CUSTOMER][NEUTRAL] For reservation go OK, text message, OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh by the back of it.
[CUSTOMER][NEUTRAL] Oh, OK, so now I have to put the new username.
[CUSTOMER][NEUTRAL] Uh, uh, the password, OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yeah, pass.
[CUSTOMER][NEGATIVE] That was a very bad. OK, so now go back to log in.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I have another question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, uh, how can I find the, the doctor?
[CUSTOMER][NEUTRAL] Uh, in the, in the network.
[AGENT][NEUTRAL] Mm, OK, with this one, there, there is no network. If you're trying to find a doctor because you don't know where to go to, you, you can go to [PII] and put your zip code.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So you go to [PII] and then you can, yes.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, hold on for a second.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm, yes, mhm, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, uh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] It's gonna be [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], oh, they go to the multi [PII], uh, provide the shirt, right?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] And click on that
[AGENT][NEUTRAL] Yes. You will click on find a provider. Once you're in that um website, you will click on find a provider.
[CUSTOMER][NEUTRAL] I'll just
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, I saw it's a 5 doctor uh facility and then through a network.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Yeah, OK. From there, you're gonna do the middle one that says, the one that says multiplan network.
[CUSTOMER][POSITIVE] Won't be bad that one won't be bad. I can see it, won't be bad.
[AGENT][NEUTRAL] Uh-huh. It's in the middle. There's 3, you, if you, if you're where it says find a doctor or facility, there's 3 roads in the middle road. OK. You're gonna choose the first one. Yeah, you're gonna choose the first one. Yes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, yeah, yeah, multiplayer network they have.
[CUSTOMER][NEUTRAL] To the first one
[CUSTOMER][NEUTRAL] Uh, to the first one, OK, multi-plan link with a different plan, OK, and then.
[AGENT][NEUTRAL] Yes, and then, uh, click next, uh-huh, yeah.
[CUSTOMER][NEUTRAL] A short, like a short.
[CUSTOMER][NEUTRAL] And then, uh.
[AGENT][NEUTRAL] Then from there, you're gonna click on that box where it says chart search by name and you're gonna choose if you, yeah, if you're, if you need to look for a lab or a hospital radiology urgent care or family practice.
[CUSTOMER][NEUTRAL] Check by name.
[CUSTOMER][NEUTRAL] I think I to the hospital. They can so the what hospital I can go.
[AGENT][NEUTRAL] OK, so you will click on hospital, yeah, and then you're gonna put the zip code.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, what hospital would you come?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and then.
[CUSTOMER][NEUTRAL] It just um
[CUSTOMER][NEUTRAL] Uh, remember my network again.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The right.
[CUSTOMER][NEUTRAL] Methodist
[AGENT][NEUTRAL] Sorry?
[CUSTOMER][NEGATIVE] Oh, they show that. Oh, they saw that they told this uh medical center at [PII]. Why I call, I call them, they say that they don't accept my the insurance.
[AGENT][NEUTRAL] They say they didn't.
[CUSTOMER][NEUTRAL] Then I called in
[CUSTOMER][NEUTRAL] Yeah, because I call them, they said that they used to, I said, but now they don't take anymore. But when I see the hospital.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I saw it here. This is.
[CUSTOMER][NEUTRAL] And all at the hospital, and maybe the hospital type, the doctor different.
[AGENT][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] The doc, but when I see that the, I find the doctor in that hospital.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, so if I, if I go in any jury emergency, I can go to the, uh, uh, the hospital Methodist Hospital that show on the plan, so they pay me full, right?
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] The guy size here.
[AGENT][NEUTRAL] OK, we, we cannot guarantee any payments over the phone. We cannot process claims over the phone. Um, we will have to wait until they submit the claim to see, um.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] I'm not sure what was said, um, but you can choose to go to any hospital if, if you cannot go to that one. I think there's another one, a medical center, um, that you can go to, but what, what are you trying to see a doctor for?
[AGENT][NEUTRAL] Is it like for regular service?
[CUSTOMER][NEUTRAL] Oh, I just the annual checkup.
[CUSTOMER][NEUTRAL] Yes, for the service. Oh, I had a family practice.
[AGENT][NEUTRAL] OK, then you can just choose family doctors instead of hospital.
[CUSTOMER][NEUTRAL] OK, let me check it.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Family practice.
[CUSTOMER][NEUTRAL] Oh, OK. Family family practice, yeah.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][POSITIVE] Yeah, I saw it. Woo, [PII], that's the one I want to.
[CUSTOMER][NEUTRAL] They still on the plan. That's why they, they said that they don't take my insurance.
[AGENT][NEUTRAL] Mm, I, I'm not sure um why they say they don't take it, but you can choose another one.
[CUSTOMER][NEUTRAL] But I see on the the the network. Uh, can you, can, can, can you log in and
[AGENT][NEUTRAL] Well, there is this one doesn't have any.
[CUSTOMER][NEUTRAL] Can you take a look for me please?
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] OK, uh, Miss, Miss [PII], Ms. [PII], this particular policy is a limited policy, OK? Meaning there's no network. What you're using right now, the multi-plan website is just to find you a doctor.
[CUSTOMER][NEUTRAL] Can you check for me?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] So it's not that it has to be in network with them. It's just to find you a doc it's, it's a tool to help you find a doctor.
[AGENT][NEUTRAL] But this one doesn't have any network. So you will have to call until you find one that you can go in because we don't know what rules or regulations they all have.
[AGENT][NEUTRAL] You know, all the places they have their own rules and regulations and um so you just need to call one and see if they can see you. Let them know what type of policy you have and see if they can call for benefits and see if they can see you, but you have a limited policy.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEGATIVE] Uh, because I, when I check on the, the, the, the injection that follow you, I saw the doctor. I, I want it in the list, but when I call them uh 30 minutes ago, they said that they used to take the uh APL, but now they don't.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But why is this still show on the system?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because this is multi-plan site. Multiplan site is for any multiplan user. So again, this is just a tool that you're using to find a doctor. It is not something that you need to follow. Um, so either you can use this to find a doctor or you can just search locally and see if you can find a doctor that you can see.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][POSITIVE] You don't have to go through this list.
[CUSTOMER][NEUTRAL] How can I uh I
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] I don't, I don't get you. So how, how can I get the, the doctor because too many place I can call a, a single doctor to ask them to take my insurance. Do you any way I can find it so more specific that I can, uh, you know, uh, can get the, you know, file out.
[AGENT][NEUTRAL] I'm sorry, uh, can you repeat that? I didn't understand.
[CUSTOMER][NEUTRAL] OK, OK. Like, uh, like you say that, uh, I have to call the single doctor to check it if they do safe or not, right? That what you mean? Because I, because, because I have limited, right?
[AGENT][POSITIVE] Correct. Yes.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] Uh, but there any way that I can find in the limited plan that they take the insurance.
[CUSTOMER][NEUTRAL] They they take my insurance in the limited plan and there are any way.
[AGENT][NEUTRAL] We don't, we're not contracted, so we don't have a list that we need to follow. There's not a list that I can tell you, oh, this doctor, you can go to this doctor, you cannot go to, we don't, we're not contracted, so there's not a list that I can give you.
[CUSTOMER][POSITIVE] Good
[AGENT][NEUTRAL] Um, this is the only tool I can provide that will have a list of doctors that close to you that you can check with them and see if they can see you. Um, but like I said before, they have their own rules and regulations, so you will have to call and see if you can find a doctor.
[CUSTOMER][NEUTRAL] Uh-huh, yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. How, how do you, uh, uh, uh, the, the, the website that I can, I can check it. That's the website you show me right right now. That's the one.
[AGENT][NEUTRAL] Yeah, that's it. Yeah, that's the only website we can use as a tool to find a doctor in your area. Yeah, we don't have another one. I'm sorry.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so I had to call the all the doctor on the list that they received my, my, my plan or not.
[AGENT][NEUTRAL] Yes, you can call to several of them. Just if you look at the address, you will see if it's in the same building or not or if they have different suites, um, and just call several of them, um, not the same address or the same suite, um, so you know, maybe one of them can see you. They're, they are not in the same um building or the same suite.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And maybe one of them don't take it, but the other one will. So you will have to check and see which one will make an appointment for you.
[CUSTOMER][NEUTRAL] Oh, OK, if they are the same address, but difference is is that the what?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But as you were saying the better this but.
[AGENT][NEUTRAL] Is there different doctors?
[AGENT][NEUTRAL] Yeah, if there are different doctors, the different doctors have different rules. So it doesn't mean that all of them are not gonna see you. Mhm.
[CUSTOMER][NEUTRAL] Uh, depend on the doctor, uh.
[CUSTOMER][NEUTRAL] Oh, OK, different down different room.
[CUSTOMER][NEUTRAL] OK, OK, even the same address, but they did take different uh insurance, different rule.
[CUSTOMER][POSITIVE] OK, I got you.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And for the hospital, mostly the hospital will take it, right?
[AGENT][NEUTRAL] Correct, yes. Most of them, the hospital will take them. It's, it's usually finding a regular doctor. If you don't have one that you usually visit that you can use it at, then this is the tool you can use to find one. and if you see that they can see, they will not take the card, you can always submit your own claim um based on the benefits of your policy. So if you want to do that, you can go and see them out of pocket.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you can submit your own claim. Um, let me go ahead and look at your benefits and see this is not a guarantee of payment, just a verification of coverage. So you have an office that's a benefit of $100.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So if you go to uh to visit a doctor and they charge you, um, let's say 150 for the visit, you can always submit the claim and we'll go ahead and reimburse you the 100. Now, we cannot guarantee anything over the phone. You have to submit the claim to see if it's gonna be approved, OK?
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So you can always do that if, if they say, well, we don't take this insurance, then you can ask them, do you, can I go in and pay out of pocket, and then you can submit your own claim, OK?
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Mm mm, yeah.
[CUSTOMER][POSITIVE] Got you, got you.
[AGENT][NEUTRAL] All right. And do you have.
[CUSTOMER][NEUTRAL] So, uh, it's better than to find, to find a doctor in the network.
[CUSTOMER][NEUTRAL] Because we don't know how much, how out of pocket.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Alright, thank you. That's the only uh the website I can find it, but I have to call many, uh, some of them to make sure that they got my insurance.
[AGENT][NEUTRAL] Correct, yes. You have to call and see if they can see you with that insurance. Mhm.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Let's see OK it can see me.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] You're welcome, Mr.
[CUSTOMER][NEUTRAL] Oh, how about a dental? How, how, how about a dental?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I can search the same website a different website.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] A dental, uh, well, we don't have your dental, so this is only for um hospital.
[CUSTOMER][NEUTRAL] The next, uh.
[AGENT][NEUTRAL] This is a hospital indemnity plan.
[CUSTOMER][NEUTRAL] Oh, this is not for dental for.
[AGENT][NEUTRAL] So this is just medical. No, this one is not for dental. Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, dental, this one.
[AGENT][NEUTRAL] Different one, yes, mhm, yes.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, 00, OK, OK.
[CUSTOMER][NEUTRAL] OK. Just for medical. Uh, how about the, uh, uh, mammogram?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just for medical.
[CUSTOMER][NEUTRAL] Did they they I use that website also?
[CUSTOMER][NEUTRAL] Mammogram, uh, the mammogram.
[AGENT][NEUTRAL] Uh, yes, you will just choose the specialty, um, you will choose a specialty on the list and you will look for an OBGYN.
[CUSTOMER][NEUTRAL] Then you
[CUSTOMER][NEUTRAL] I'll be you ready and how about uh I have the uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Colon, colon check something. I had to remove a tumor in my colon and the doctor asked me to come back after a year. So they go to the special day to find the doctor.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. You will, um, you can call the same doctor or if you, you know, to see who can he, um, send you to, uh, or you can go and see if you can visit the same doctor with this card, with this policy. Yeah, that's the best thing to do. Mhm. Mhm. Yeah.
[CUSTOMER][NEUTRAL] Oh, OK, OK, yeah, yeah, OK, hold, hold on, the best thing, yeah, yeah, that's because he, he, he don't want to follow me, so I had to call him, ask him, he, we had a.
[AGENT][NEUTRAL] Yes, yes. Mhm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alright, uh, thank you so much. I will take us, uh, a little, yeah, bye bye, thank you, bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're welcome, Miss [PII].
[AGENT][POSITIVE] Mhm. You're welcome.