AccountId: 011433970860
ContactId: f4cecd2a-7535-4a41-96d7-852010a456ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1045729 ms
Total Talk Time (AGENT): 253951 ms
Total Talk Time (CUSTOMER): 354250 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/f4cecd2a-7535-4a41-96d7-852010a456ba_20250605T18:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII]. Hi.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] I would like to have a physical today.
[CUSTOMER][NEUTRAL] I just went to one place and they said uh they had a problem using my insurance so I need to find out where I can go to the doctor today for physical.
[AGENT][NEUTRAL] Alright, [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Policy number?
[AGENT][NEUTRAL] Or a certificate number.
[CUSTOMER][NEUTRAL] What do you mean?
[CUSTOMER][NEUTRAL] What do you mean? What do you mean? I just need to know where I could go use this, this crazy insurance.
[AGENT][NEUTRAL] I was just wondering if you ever got a card and it has any sort of ID number on it so I could pull up the type of policy.
[CUSTOMER][NEUTRAL] I got a.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEGATIVE] Uh, let me see, this is so aggravating.
[CUSTOMER][NEUTRAL] Uh, hold on, hold on, hold on, hold on, hold on.
[CUSTOMER][NEUTRAL] OK, APL.
[CUSTOMER][NEUTRAL] Member name, member number, effective date.
[CUSTOMER][NEUTRAL] Universal Trucking Association.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] APL group affiliate.
[AGENT][NEUTRAL] They like certificate.
[CUSTOMER][NEUTRAL] Where would I find it in?
[AGENT][NEUTRAL] Certificate number or in hospital number maybe?
[CUSTOMER][NEGATIVE] That's what I'm looking for right now. I don't see none of I don't understand right here. I had, I had an ID number they gave me earlier.
[AGENT][NEUTRAL] What was that?
[CUSTOMER][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] Uh, uh, APL, the same people I'm talking to now.
[CUSTOMER][NEUTRAL] They looked, they took my number and they took my name and my social and they pulled up.
[CUSTOMER][NEUTRAL] For my information.
[AGENT][NEUTRAL] OK, what's your, what's your social?
[CUSTOMER][NEUTRAL] [PII]. The only thing I see on here is a member number.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] What is your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Give me just a second to get to the site and I'll do a search here for a provider in area.
[CUSTOMER][NEUTRAL] OK, you [PII] [PII].
[CUSTOMER][NEUTRAL] All I need to do is like go to like a little medical clinic. I don't wanna go to no big doctor or anything that I gotta make an appointment or and all this other stuff.
[CUSTOMER][NEUTRAL] So I walked into this consent thinking I could come in here and use my insurance.
[CUSTOMER][NEUTRAL] I mean, this is the place where we usually go for truckers.
[AGENT][POSITIVE] Yeah, I mean, you should be able to, you should be able to use it anywhere. You should be able to use it anywhere.
[CUSTOMER][NEUTRAL] So I was assuming that.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, that's what I said.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's what I said.
[AGENT][NEGATIVE] Uh, we can't make them take it either, unfortunately, so.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, you want just like an urgent care?
[CUSTOMER][POSITIVE] Yes, yes, exactly.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's what I need.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I can do one of two things. I can read these off to you or I can send you the list and to your email. There's a bunch of them that come up.
[CUSTOMER][NEUTRAL] You need my zip code first, right?
[AGENT][NEUTRAL] It's [PII], right?
[CUSTOMER][NEUTRAL] Mm yeah, that's my I'm not at home right now.
[AGENT][NEUTRAL] OK, where do you want me to search by?
[CUSTOMER][NEUTRAL] OK, what's the zip code here, please?
[CUSTOMER][NEUTRAL] [PII], what did you say? 75?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me try that.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] All right, um, did you want me to read off the first couple to you? How did you wanna do it?
[CUSTOMER][NEUTRAL] Um, you can read off the first couple and then send me, uh, the rest.
[AGENT][NEUTRAL] OK. The first one is Texas Health Breeze Urgent Care.
[CUSTOMER][NEUTRAL] [PII] alright.
[CUSTOMER][NEUTRAL] Uh, do you see any urgent care?
[CUSTOMER][NEUTRAL] Anything like that just
[CUSTOMER][NEUTRAL] Something simple.
[CUSTOMER][NEUTRAL] No, yes, maybe.
[AGENT][NEUTRAL] There's a con contrata urgent care.
[CUSTOMER][NEUTRAL] Because [PII], that's where I'm at right now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, they're listed [PII].
[CUSTOMER][NEUTRAL] What's that address?
[CUSTOMER][NEUTRAL] Man, what's the address here?
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. That's why I'm at right now.
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] I'm here at this address right now, man.
[AGENT][NEUTRAL] They're listed at, yeah, I mean they're listed on multi-plan site as a provider.
[CUSTOMER][NEUTRAL] She said they take it right here.
[CUSTOMER][NEUTRAL] She said you said a what?
[AGENT][NEUTRAL] To search for a provider you would go to [PII]'s website and they're listed as a provider on their site.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Multi-claims.
[CUSTOMER][NEUTRAL] Oh, because which.
[AGENT][NEUTRAL] Multiplan.
[CUSTOMER][NEUTRAL] And they're listed you said?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Multiplas provider.
[CUSTOMER][NEUTRAL] She said you're on the multiplas provider?
[CUSTOMER][NEUTRAL] What you do, bro?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Hold on, she's.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, OK, mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'm sorry for keeping you on hold, she just stepped in the back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So multi plans provider, tell her to check that right?
[AGENT][NEUTRAL] Yeah, I mean that's where you go, that's where you go to search for a provider. Multiplan is the name of the site where you search for like a health care facility or a doctor.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] What, what, OK, OK, OK, OK, OK, hold on.
[CUSTOMER][NEUTRAL] And when you searched that this address came up correct?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So why would she say they don't, she, they can't find this insurance?
[AGENT][NEUTRAL] I have no idea.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Do you have a card?
[CUSTOMER][NEUTRAL] No, I have my, uh, a copy. I have an email copy of my card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Why is it something different?
[AGENT][NEUTRAL] No, I was just saying if you have the card, I, I don't see why she wouldn't be able to verify it.
[CUSTOMER][NEUTRAL] It doesn't say multi plans provided on the card though but.
[CUSTOMER][NEUTRAL] But like you said they can't we can't force them to take it, right?
[AGENT][NEUTRAL] No. No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and what else address did you have?
[CUSTOMER][NEUTRAL] Just in case the next address.
[AGENT][NEUTRAL] Uh, care now.
[AGENT][POSITIVE] Urgent care. Yeah.
[CUSTOMER][NEUTRAL] Here now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Their phone number is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] She said on the multiplas provider she just looked at this address popped up.
[CUSTOMER][NEUTRAL] Yeah, she gave me this address. That's why.
[CUSTOMER][NEUTRAL] What is your, what is she saying your urgent care?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Copay it.
[CUSTOMER][NEUTRAL] I don't know what so what will my copay be here? That's what she's asking me where a part like I told you earlier, a certain part of it, but for us in the DFW is showing that it's not a network.
[CUSTOMER][NEUTRAL] Did you hear that?
[AGENT][NEUTRAL] Yeah, so there shouldn't be.
[AGENT][NEUTRAL] Any sort of
[AGENT][NEUTRAL] Co-pay.
[CUSTOMER][NEGATIVE] She said it shouldn't even be a copay.
[AGENT][NEUTRAL] It's a limited benefit plan so it's only gonna pay the set amount towards the visit. Let me see what the amount is towards the visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Sorry, I'm not sure when.
[CUSTOMER][NEUTRAL] When they pick up your chart.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So your plan pays $70 towards the visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] I did send you an email with the list also.
[AGENT][NEUTRAL] The email that you have on file is the [PII]. OK, so I did email you the list there as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. I'm just waiting for it to come back right now.
[CUSTOMER][NEUTRAL] And you said $70?
[AGENT][NEUTRAL] Mhm, that's what the plan pays towards it.
[CUSTOMER][NEUTRAL] She said my, my, she said my copay is $70.
[AGENT][NEUTRAL] No, no, no, the copay is not $70 the plan pays $70 towards the visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, oh, the plan pays $70 towards this.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, sign in and then just have to see how here in a second, OK.
[CUSTOMER][NEUTRAL] OK, that's fine just sign in for me.
[CUSTOMER][NEUTRAL] See, that's right there. She just sent me the list.
[CUSTOMER][POSITIVE] Take care and if you're not with the patient, come to the front for me.
[CUSTOMER][POSITIVE] I was wondering when they was gonna call for some help. Like, man, they got you doing everything up here.
[CUSTOMER][NEUTRAL] And the plan is under right? so that's what I put it under. Uh huh.
[CUSTOMER][NEUTRAL] I believe you. You're saying it's, it's an idea.
[CUSTOMER][NEUTRAL] Did you hear that?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She said that the information below is out of network. There's another associated with the patients below.
[CUSTOMER][NEUTRAL] Is there another network associated with this policy?
[AGENT][NEUTRAL] No, I mean, there's not a network required cause it's not a major medical. It's a limited benefit plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so it's not gonna work here?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEGATIVE] I mean that if they're not gonna accept it, then no, it wouldn't work, you know, if they're saying it's out of network.
[CUSTOMER][NEGATIVE] It it's not, it's, it's, it's not that they're not gonna accept it, she's saying it's out of network.
[CUSTOMER][NEUTRAL] So I don't think it's on her part.
[AGENT][NEUTRAL] Does she understand that it's not a major medical, it's a limited benefit, so there's no network?
[CUSTOMER][NEUTRAL] You said it's a limit, limited benefits?
[AGENT][NEUTRAL] It's not major medical.
[CUSTOMER][NEUTRAL] She said it's, she said it's not major medical it's on the limited benefits.
[CUSTOMER][NEUTRAL] OK, that's not an option.
[CUSTOMER][NEUTRAL] Explain to me what medical explain that to me, Major medical and limited benefits.
[AGENT][NEUTRAL] Are you asking that to me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So a major medical plan has like a co-pay co-insurance deductible where you go to a doctor and they cover a percentage of the office visit fee and then you pay the copay, $25 whatever. A limited benefit plan pays a set amount depending upon what you're being seen or treated for. So it's going to pay the $70 towards the visit. We don't know what that doctor charges for that visit. It could be $200 it could be $100.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] We're gonna pay 70 towards it and then whatever is left over would be your responsibility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So there's no deductibles, co-pays, co-insurances on this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] So I will reach out to Multiplan and let them know that their list needs to be updated, that that particular urgent care is not correct and it needs to be removed from their list.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So, I would just, yeah, reach out to another one, OK?
[CUSTOMER][POSITIVE] All right, thank you.