AccountId: 011433970860
ContactId: 10477da1-f5e0-4d34-a302-27c7b0b569f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1047560 ms
Total Talk Time (AGENT): 415403 ms
Total Talk Time (CUSTOMER): 371667 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/10477da1-f5e0-4d34-a302-27c7b0b569f0_20250512T14:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm doing wonderful. Happy belated Mother's Day to you if you are a mother.
[AGENT][NEUTRAL] I think I'm a dog mom, not, not a human mom.
[AGENT][POSITIVE] But thank you.
[CUSTOMER][POSITIVE] Well, that's all right, [PII]. I'm a dog dad, so hey.
[AGENT][POSITIVE] Best kind. Those are the best children.
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and my and my insurance went into effect as of today.
[CUSTOMER][NEUTRAL] But uh I am a transplant, I'm a kidney transplant recipient, so I'm trying to set up an appointment with my doctor.
[CUSTOMER][NEUTRAL] Uh, and they, they gave me their tax ID number and they wanna know if APL falls upon that tax ID number.
[AGENT][NEUTRAL] OK, uh, do you, let's see, let's look up.
[AGENT][POSITIVE] I, I hope you're in our system. You should be. Um, you're effective today, is that right? OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, uh, you don't have a policy number yet, um, do you?
[CUSTOMER][NEUTRAL] No. I'm waiting on my cards and all of that. I talked with some, I talked with um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the people that carry through you guys and they said everything went in effect as of today. They don't have the policy number as of yet, but I'm in the system effective today.
[AGENT][NEUTRAL] OK, what's your social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you said [PII], is that right?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, I'm not pulling up in our system. Let me check my last name and first name.
[AGENT][NEUTRAL] Who is your employer?
[CUSTOMER][NEUTRAL] Oh that's fine.
[CUSTOMER][NEUTRAL] Uh, surge.
[AGENT][NEUTRAL] Surge, OK, is that like a is that a temporary agency or contract?
[CUSTOMER][NEUTRAL] Yes, ma'am, it's, it's, it's a temporary agency.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a doctor's appointment today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I tried to schedule an appointment, but they're wanting to make sure that that that you guys that, that, uh, that you guys are a provider through them. That's why they gave me their tax ID.
[AGENT][NEUTRAL] OK, I'm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] Usually, if, if you're effective today, I don't have you in the system yet, but that's it, you should be in probably within the next 48 hours.
[AGENT][NEUTRAL] So if there's any way you could wait until probably Wednesday we should have you in the system and then I can give you your policy number um and then check on what benefits you have because I'm not sure what benefits you have um because there's different options so um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sure we've probably
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] You've probably received of uh your eligibility but it's getting loaded into the system because I don't have you in here yet.
[AGENT][NEUTRAL] Um, and like I said, it depends.
[CUSTOMER][NEUTRAL] Yeah, they gave me um.
[AGENT][NEUTRAL] Did they give you a card?
[CUSTOMER][NEUTRAL] They gave me 9, I'm sorry, they gave me, they gave me 90 degree benefits and then they gave me APL life.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] Um, this covers, uh, MetLife color covers my vision.
[CUSTOMER][NEUTRAL] Uh, APL covers my dental, uh, APL also covers short term, long term group accident, um, APL covers hospital.
[CUSTOMER][NEUTRAL] Um, APL also covers um.
[CUSTOMER][NEUTRAL] You know, office visits, hospital prescriptions, pharmacy benefits.
[CUSTOMER][NEUTRAL] Um, so forth and so on.
[AGENT][NEUTRAL] Yeah, we
[AGENT][NEUTRAL] We have typically through the staffing agencies we have like a hospital indemnity plan, but there's different options so I'm not sure which one you're on yet because I don't have you in the system yet.
[AGENT][NEUTRAL] Um, and our hospital and plans are, they're limited, so they're like a limited supplemental policy. It typically will cover.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, like a hospital admission benefit, it'll cover a certain dollar amount towards office visits.
[AGENT][NEUTRAL] Now, the 90 degree benefits, um, that's also
[AGENT][NEUTRAL] A, um, it's not administered by us, but the 90 degree benefits is also like a, a hospital or a medical plan too.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right. It's like a supplemental, you know, I mean, there's all of this supplemental insurance? Cause one's, one's a primary and one's a secondary. So I think the 90, I, I'm thinking the 90 degrees is a primary, I mean, I mean the American APL is a primary and 90 degrees is a secondary.
[AGENT][NEUTRAL] Uh, most of the, these all would be supplemental, so there's not any like major medical coverage, um, so.
[CUSTOMER][NEUTRAL] OK, it's not major medical cover, OK.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Right, so that's why they gave me, that's why they gave me their tax ID number because they're not major medical coverage.
[AGENT][NEUTRAL] Yeah, and so I, without, without knowing which policy you're on, it's hard for me to determine what information to give you, um.
[CUSTOMER][NEUTRAL] And they just wanna make
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So if there's a way if if you can call back Wednesday you should be in the system but if it's urgent, I can certainly try to reach out to the group and see if they can give me more information but we don't have you loaded yet into the system. I, I, I probably, I assume it's probably gonna be they typically load these overnight so you'll probably go in tonight and then hopefully be in tomorrow.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, this is quite urgent because I'm a transplant recipient on a kidney transplant and I am running out of my, uh, anti-rejection medication. And uh in order for them to redo my prescriptions, I need to be seen by a doctor ASAP.
[AGENT][NEUTRAL] OK, um, let me.
[AGENT][NEUTRAL] Let me get your number. Um, what's your telephone number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And then what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me, let me see if I can get a hold of benefits and a card.
[AGENT][NEUTRAL] There who sends us all the eligibility information. Um, let's see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, wait, did I get, you said [PII] for your date of birth, is that right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, one more thing, uh, could you give me your social again? They might need that, so.
[CUSTOMER][NEUTRAL] Yes, ma'am. It is uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said you're with [PII], right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] You are
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol pres.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Thank you for calling Benefits and Card. This is [PII]. How can I help you today?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL and I've got a mutual member on the line that his effective date's supposed to be today, um, but we haven't received enrollment yet for him, so I'm unable to tell him like what benefits he has, um, and he's urgently needing medication, and I don't know if he's gonna have a plan that covers medication. Um, so, uh, is there any way you can help me and look him up or tell me what he's going to have, or?
[CUSTOMER][NEUTRAL] Um, yeah, what's the member's first and last name?
[AGENT][NEUTRAL] Uh, first and last name is [PII]. I've got his social, his date of birth.
[AGENT][NEUTRAL] Um, and then the staffing agencies with.
[CUSTOMER][NEUTRAL] So is [PII] spelled with an [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] And the last 4 of your social?
[AGENT][NEUTRAL] Uh, last four of his social is [PII].
[CUSTOMER][NEUTRAL] OK, let's see here.
[CUSTOMER][NEUTRAL] So he has MEC TRX VIP Classic, uh, vision and dental, um, so he did become active as of today, um, and you haven't received that information yet, is that correct?
[AGENT][NEUTRAL] Uh, yeah, he's not in our system yet. I know, I know we do like the hospital indemnity part, um, but I, I, we have so many hospital indemnity policies that I don't know which one he's picked obviously because I can't see it. And then I don't know prescription wise, do you see something that could offer prescription coverage?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On his plan
[CUSTOMER][NEUTRAL] Um, yes, so he does have prescription coverage under that hospital indemnity plan as well as the a free RX subscription under his preventative services, but that's through 90 degree benefits.
[AGENT][NEUTRAL] OK, 90 degree does the free RX.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, no, uh, we, us the benefits in a car, we do the free RX. It's just the, the preventative service plan includes the subscription to free RX. However, IMA or 90 degree benefits covers the preventative services.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, so it's only preventative cause he's, he's needing anti-rejection medication, so I don't know.
[AGENT][NEUTRAL] Would that fall under that?
[CUSTOMER][NEUTRAL] Yes, so I, so I, yeah, so I see he has the VIP classic, which is a hospital indemnity plan covered through APL, um, so he does have medication coverage for that, um, but I do know it does take at least 72 hours for APL to generate policy information, so I that may be a reason why that you're not seeing it just yet.
[AGENT][NEUTRAL] Yeah, and I don't know which, without knowing the product number, I don't know which um
[AGENT][NEUTRAL] I don't know which uh hospital indemnity that is. So VIP classic.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] You don't have our product numbers, do you?
[CUSTOMER][NEUTRAL] No ma'am, we're just the uh customer service department for benefits in a card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I feel like our account manager would that's responsible for search staffing may have that information.
[AGENT][NEUTRAL] OK, um, who's who's the account manager or is that somebody I you can transfer me to?
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Search that thing.
[CUSTOMER][NEUTRAL] So look it looks like it's through [PII]. Um, let me see if she's available. She may be out of the office. Do you mind if I place you on a brief hold for a second?
[AGENT][NEUTRAL] Yeah, yeah, that's fine. Thanks.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello, are you still there?
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][POSITIVE] Awesome thank you so much for holding so it looks like [PII]'s currently in a meeting right now um she's showing up as red under Teams, um, but I do have her office telephone number if you wanted to reach out to her.
[AGENT][POSITIVE] Oh, OK, perfect. What is that?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK perfect and she's the account manager for urge.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, perfect. I'll reach out to her and see if I can figure out what he's on, so at least I can give him some direction on how to proceed, so.
[CUSTOMER][NEUTRAL] OK, was there anything else I could assist you with today?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, just to clarify, uh, so free RX is is offered by benefits and a card?
[CUSTOMER][NEUTRAL] Correct, it's a um it's a, it's an online pharmacy.
[AGENT][NEUTRAL] OK, so is that something he could look at to see if his prescription is covered under that, potentially, or no?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, yeah, he could, yes, he could head to [PII], um, where you could type in the prescription name into the search box and to see if it is covered under freeRX.
[AGENT][NEUTRAL] OK, and then, and then IMA does offer a prescription benefit as well?
[AGENT][NEUTRAL] Or 9 through 90 degrees.
[CUSTOMER][NEUTRAL] Um, no, IMA covers the, uh, preventative services.
[AGENT][NEUTRAL] OK, preventative services. OK. And then 90 Degree, they don't, do they offer RX?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. Um, unless it's preventative medication.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, so I can give them the free RX right now and then, OK, [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, perfect. OK, well, thank you so much for your help. I really appreciate it.
[CUSTOMER][POSITIVE] You're welcome you have a great day, OK?
[AGENT][POSITIVE] Thank you. You too. Bye-bye.
[CUSTOMER][NEUTRAL] All right. Bye-bye.
[AGENT][NEUTRAL] OK, um, I'm gonna have to reach out to the group so I can figure out which plan you're on because it, it shows that it does have prescription coverage. Now, you do have prescription coverage through benefits and a card, um, which is through [PII].
[AGENT][NEUTRAL] And there you could look up uh if your medication is covered.
[AGENT][NEUTRAL] Um, but I'll, I'm also going to check and see, you know, through your because we don't have you in the system yet and I'm not sure which policy you're under, um, I'm gonna check on that and get information on that as well and then I can give you a call back.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but check out that [PII], um, in the meantime and see if that leads you anywhere, um, because that is one of your benefits, [PII]. And again, that's through the benefits of the card. So, um, and then I'll check on this and then when I get an answer, I'll give you a call back and we'll um get you information on that prescription coverage, OK?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much, Ms. [PII]. I really appreciate that.
[AGENT][NEUTRAL] OK, well, thank you for calling APL and um I'll call you back when I get some information.
[CUSTOMER][POSITIVE] All right thank you alright bye bye.
[AGENT][POSITIVE] Thank you.