AccountId: 011433970860
ContactId: e781ef05-4ceb-4b9f-b42f-3825709513b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287059 ms
Total Talk Time (AGENT): 163373 ms
Total Talk Time (CUSTOMER): 75213 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/e781ef05-4ceb-4b9f-b42f-3825709513b1_20250311T14:56_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I was trying to see if my uh this doctor's office is in network with you guys.
[AGENT][NEUTRAL] OK, you're trying to find out if a provider is in your network, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, well I can partially help you with that. What I will need to do is to pull up your policy information and verify some things with you first for security and then we can go from there, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So who am I speaking with, please?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Send me a belli.
[AGENT][NEUTRAL] And Ms. [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Um, one minute, let me go look.
[CUSTOMER][NEUTRAL] 02588335
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] And Ms. [PII], I will, as I need to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and the phone number that we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much, Ms. [PII] for verifying all of your information. So for your provider information that is handled by multiplan.
[AGENT][NEUTRAL] Their phone number should also be on your ID card for APL.
[AGENT][POSITIVE] But I will be happy to give it to you. I can also connect you with them, and they also have a website, Ms. [PII], and I can give you their website as well.
[CUSTOMER][NEUTRAL] Oh, OK. So it's not a, uh, my insurance is not for American public life.
[AGENT][NEUTRAL] It is, but not your network providers. Your network any network provider question that would go through multi plan.
[CUSTOMER][NEUTRAL] OK, hold on, let me write that down.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Well, see.
[AGENT][NEUTRAL] Plan
[CUSTOMER][NEUTRAL] Multipla is the
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Contact for network providers.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK for network provider.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so when I go to my doctor's office, I get a monthly plan.
[AGENT][NEUTRAL] Your APL ID card has a lot of information on it. I know I've spoken to you before and you said you were set up in the online service center so you have access to your ID cards and it does have multipla phone number on there.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] It also has Farmavale on there for your pharmacy.
[AGENT][NEUTRAL] Information
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] So how do I, OK, so I gotta call them next to see if I'm in network.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, but I can connect you over with them to multiplan, but their phone number, Ms. [PII] is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And their website, yes and would you like their website too because if people have told me that the website, you know.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I
[AGENT][MIXED] Works well for them as well, but it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. So before I transfer you, is there anything else I can help you with this morning?
[CUSTOMER][NEUTRAL] Oh, you're about to transfer me to multiplayer?
[AGENT][NEUTRAL] I was, if you would like for me to, or do you just want to call them directly? That's up to you.
[CUSTOMER][NEUTRAL] No, you can transfer me.
[AGENT][POSITIVE] OK, I'll be happy to do that. So again, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well, thank you for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you very much. So one moment, please.
[CUSTOMER][NEUTRAL] Reques