AccountId: 011433970860
ContactId: 1100c632-e331-4fde-8aa5-f230782eb484
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2126020 ms
Total Talk Time (AGENT): 296219 ms
Total Talk Time (CUSTOMER): 1498632 ms
Interruptions: 6
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/1100c632-e331-4fde-8aa5-f230782eb484_20250404T18:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, I was, uh, speaking with someone earlier, not directly through you guys, but I was speaking, um, to get health coverage, and I was asking them some things that they were unable to answer for me, so I was calling to see if um what coverage, um, the coverage that I selected will be able to cover what I need as far as my medical visit.
[CUSTOMER][POSITIVE] And um if there are any co-pays and the prescription drugs that you cover, they did mention that it was like 70% off of some medications and about 50 medications were um no cost at all.
[CUSTOMER][NEUTRAL] So if I were to give you the names of the medications that I, I currently take, would you be able to let me know if you guys cover it?
[AGENT][NEUTRAL] OK, can I get your name and a callback number in the event that we get disconnected please before we proceed?
[CUSTOMER][NEUTRAL] My name is [PII] My card number is [PII].
[AGENT][NEUTRAL] OK, bear with me. I apologize, my pen quit.
[AGENT][NEUTRAL] You said that was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. And you stated that you're inquiring about what may be covered on a potential plan that you have elected with us, but you're not in our system yet. You just signed up for the insurance?
[CUSTOMER][NEUTRAL] Yes, I had um I was seeking insurance and.
[CUSTOMER][NEUTRAL] Um, like I said, the people that I was speaking to, they were just, they didn't have a lot of information. It was just more so just trying to get me to, um, commit to it, receive payment and guarantee that I'll have insurance effective immediately at [PII].
[CUSTOMER][NEGATIVE] And they will send out ID cards and things of that nature, but they were unable to address all of my concerns.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] And given that
[AGENT][NEUTRAL] What was the name of the agency that you were speaking to or what's the name of your employer?
[CUSTOMER][NEUTRAL] I am unemployed.
[CUSTOMER][NEUTRAL] I'm currently on um.
[CUSTOMER][NEGATIVE] Um, unemployment. I'm receiving unemployment. I've been unemployed for the last 6 months. I did have coverage through.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it, it was terminated on [PII]. However, I take like the same medication in which um
[CUSTOMER][NEUTRAL] You know, I'm just trying to make sure I get covered so that I can continue to see my doctors, which I see once a month, for blood work and things like that because I had a total thyroidectomy as well as I have some other issues going on.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] So regarding the coverage I want to assure you that I can select any doctor but not all doctors take all insurance. So again it was they were giving me minimal information and it just seemed as I was being rushed to um commit.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so what's the name of the agency that you were speaking to?
[CUSTOMER][NEUTRAL] And give them payment without.
[CUSTOMER][NEUTRAL] Um, I'm not sure. He just called me from a [PII] number. Um, his name was [PII]. He gave me a number to call back, but what I did is I went online from an app that was, I mean from a link that was sent to me, and the first person I was on the phone with, we got disconnected. Someone else called back.
[CUSTOMER][NEGATIVE] And then while that call was coming in and like they just kept couple people were calling back but they did not specify the um the name. They just said, you know, ask me for my zip code and um ask me if I was.
[AGENT][NEUTRAL] OK, and the insurance they signed you up with, did they state it was American Public Life?
[CUSTOMER][NEUTRAL] Yeah, that's what they gave me, American Public Life insurance.
[AGENT][NEUTRAL] OK, does it seem like it was benefits on a card maybe?
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] Was it benefits in the card maybe that you spoke to? Cause the thing is, Ms. [PII], we don't call people and ask them to sign up with our insurance. And the only way our insurance is eligible to someone.
[CUSTOMER][NEUTRAL] No, I'm not
[CUSTOMER][NEUTRAL] I'm not saying that you guys called.
[CUSTOMER][NEUTRAL] I, I just happened to go online to get the actual company that they were suggesting that I pick.
[CUSTOMER][NEUTRAL] If that makes sense. So they were, it sound like it was a call center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. It does.
[CUSTOMER][NEGATIVE] You know, it sound like it was a call center. It was like a lot of noise in the background. I didn't know if it was some type of scam, but they were just telling me it will be $169 a month. There was no um.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] No, um, like premium cost, it was like a month to month. I could opt out at any time, you know, it just, it, it seems very, very fishy, very scary.
[AGENT][NEUTRAL] Suspicious, right. Well, that's what I'm trying to explain to you so we don't sell insurance like that and our insurance programs can only be purchased through a group, meaning you have to be an employee, an employee employed through an employer. If the employer is not contracted with our office, we don't provide insurance to individuals separately from that. We don't offer any type of individual insurance.
[CUSTOMER][NEUTRAL] So I didn't
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. OK, so I know I wasn't tripping. I, I figured it was some type of something wasn't right because it was just like I said, they asked me questions really quickly, um, and.
[AGENT][NEUTRAL] You didn't give any demographics, did you? like credit card information, social, you didn't provide any of that, did you?
[CUSTOMER][NEUTRAL] I did give them my social, and I asked him, why do I need to give you my social? and he said because he had to get me verified. And I said, so what are the standards of being verified? And he said, um.
[CUSTOMER][NEUTRAL] We can we have to verify you and then we'll send you all the information through email and I'm like so you're basically asking me for my money and then you'll send me out information I said I wanna know more about what I'm signing up for, you know, um, to ensure that it, it, you know, actual active coverage.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] And then he, I just received a text message which really made me a little, a little fierce because he's texting me saying my um oh this was another thing that that got me oh I said well let me give you a call back let me do a little more research on this, you know, before I.
[CUSTOMER][NEUTRAL] Give you credit card information and he's like, well there's only 2 slots left, and if you want me to hold it for you and you give me a call back before the end of business day I can do that. So I said OK then he gave me a number, a callback number, and then he gave me his name and an extension so I did.
[AGENT][NEUTRAL] What was that number?
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][NEUTRAL] That number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And they were representing themselves as American public life, OK.
[CUSTOMER][NEUTRAL] And he said this is American Public Life.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Yep, and then he also said it would be 197 up front, 169. $58 a month.
[CUSTOMER][NEUTRAL] Um, and then he said it was $25 for a primary visit, $50 for a specialist, 70% off prescription, and there were 50 free prescriptions, um, on that, uh, you know, 50 free, uh, medications free of charge, um, but he did not know exactly what they were, but it sounds like a scam, and then he just texted me from a number.
[AGENT][NEUTRAL] It, yeah, I think it is, Ms. [PII], and I do apologize. What I'm gonna do is have to report this, what you're reporting to me. I'm gonna have to report it to our company. Um, we actually have a, a certain department that handles that security information and let them know that somebody is out there, um, fabricating to be us because again, we don't call anybody.
[CUSTOMER][NEUTRAL] Please do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would you, would you like to, would you like to stay on the line while I call him? So you can so I can try to get a name and you can like listen to the information and take whatever you need to help with your report?
[AGENT][POSITIVE] Yes ma'am, if you'd like, um, I think I pretty much got everything then because I just needed to know the number and how they're representing their sales. Um, we've had had some.
[CUSTOMER][NEUTRAL] So he was, he was, he's expecting my, he's expecting me to call.
[AGENT][NEUTRAL] Now, I am gonna say.
[CUSTOMER][NEUTRAL] So I would, I would, I, I will call him now.
[AGENT][NEUTRAL] OK. Well, I am gonna suggest this before you do. Um, you didn't mention that you did provide your social, so I am gonna suggest that you need to, if you can, you need to put a block on that and do identity theft because
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] How do I do that?
[AGENT][NEUTRAL] You'll have to contact your local police department, file a police report to do the identity test program, um, and let them know that somebody contacted you by phone and took your information. Afterwards you can put a credit card identity theft. You'll have to contact all three major.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't give them any. I didn't give them any um a credit card, but because they got my name then they could put stuff in my name with my social, correct?
[AGENT][NEUTRAL] Right, so that's what I'm saying. So what you could do is call all the 3 major bureaus that do the credit cards, um, your credit score, which is, I wanna say, um, experience one of them. There's, there's 3 of them, but what you could do if you have a.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] TransUnion, mhm.
[AGENT][NEUTRAL] Yeah, let them know that you, you think you've been a victim of identity fraud that'll put a credit hold. You can put a credit freeze on your stuff for about a year. You'll have the opportunity to list it when needed, um, or if you just want to go through the whole year and then list it after the year, um, unfortunately I've had to do this myself. You can do that and you can also contact now I don't know how your state does it, but you can also contact your social security office.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let them know that you think you've been a victim of, you know, identity fraud that your social was given, that way they can flag that information as well. Um, it's a good thing you didn't give them your credit card, but still, they still have your social possibly. Um, and these days, they are getting so advanced on how.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They can try and do anything.
[AGENT][NEUTRAL] Yeah, with seeing. So that's, I'm just gonna suggest that you take that measurement. If you like, you can go ahead and call and I can, we can see what we can get from it. um, and I will have to report this to someone. And I, again, I am so sorry for the confusion on that, Ms. [PII]. Um, normally when we don't do anything like that over the phone, and again, we, we work on the ground with groups pretty much. We have agents that handle all that for us. We, we don't handle that internally.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Um, but if you like, you can go ahead and try to make the call and let's see what we can find out and go from there. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I won't let them know I won't let them know that you're on the line just give me one moment.
[AGENT][NEUTRAL] OK. And I'm gonna put it on mute too. Um, just whenever you get ready to end the call, I'll be holding, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright, 1 2nd.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] For holding how can I help you?
[CUSTOMER][NEUTRAL] Yes, can I have extension [PII]? I'm trying to contact [PII].
[CUSTOMER][POSITIVE] I'll send you a call back.
[CUSTOMER][NEUTRAL] Excuse me?
[CUSTOMER][NEUTRAL] Give me one moment, I'm gonna transfer you now.
[CUSTOMER][NEUTRAL] Hello this is [PII] here.
[CUSTOMER][NEUTRAL] Hi, um, what, what number did I just call? What is the name of this place?
[CUSTOMER][NEUTRAL] So this is Trinity Health. We're not married to any one insurance carrier. My job is to find the best insurance plan for you at the, uh, uh, plan that meets your rates for your budget.
[CUSTOMER][NEUTRAL] Oh OK, um, yeah, I spoke with you earlier.
[CUSTOMER][NEUTRAL] I wanted to uh move forward with everything.
[CUSTOMER][NEUTRAL] OK, yeah, I still have your application up because you asked me to keep it up for you. Yeah. OK.
[CUSTOMER][NEUTRAL] And let me just verify I had your name spelled correctly for the ID card that's [PII] Yes.
[CUSTOMER][NEUTRAL] Middle initial [PII].
[CUSTOMER][POSITIVE] Perfect, OK.
[CUSTOMER][NEUTRAL] Last last name is [PII] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And your date of birth was [PII], correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, and did you wanna use a Visa, Mastercard, Discover, or American Express?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do you could you verify my social? That's the only thing that you do. I have that as the [PII].
[CUSTOMER][NEUTRAL] No, why, why are these numbers incorrect? I repeated it to you the first time.
[CUSTOMER][NEUTRAL] And uh go ahead with that one again.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, that's what it was. I had that the first time and uh when I, when I got it incorrect, I switched it to the [PII]. There it goes, so it's [PII]. Yeah.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Alright, and then the email was the the the [PII]. Yeah.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And then I have the address as the [PII].
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] And what, what was the insurance um that we discussed it was American.
[CUSTOMER][NEUTRAL] American Public Life Insurance Company, also known as APO.
[CUSTOMER][NEUTRAL] APL. I thought, I thought I put a BO.
[CUSTOMER][NEUTRAL] No, P as in Paul, uh, or public American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] OK, and what were the plans? I know you said 197 because I'm not, I don't have any information that I had wrote down like I'm away from it.
[CUSTOMER][NEUTRAL] Uh, for the first month it is 197 8 cents and then every month after it says $169.58.
[CUSTOMER][NEUTRAL] OK, and you said this will start immediately at [PII].
[CUSTOMER][NEUTRAL] Yes ma'am and you're gonna get the digital copies of your ID cards to your email so you'll be able to use the plan tomorrow. So question what um could you, would you be able to give me like the it makes sure that the coverage of the medications in my visit will be um covered with the plans selected because I. So it doesn't tell us what prescriptions are covered to uh what amount it only tells you that after you enroll you would have to search the prescriptions up.
[CUSTOMER][NEGATIVE] But that's what I'm saying when you say after I enroll, how would I be able to confirm what you know that I actually wanna move forward without that information? Like it's just like I'm paying for something and then you then you'll give me the information I've never. So you would have a 30 day free look period if you needed to change the plan and find something else that suits your needs better we could also do that as well.
[CUSTOMER][NEUTRAL] I understand that, but what I'm saying to you is before I satisfy a plan, I would like to know what type of coverage to ensure that I'm actually confirming the the right plan or maybe I need to do something in addition to get a better plan. Like I've never, I never quite understood how, how do you verify something without giving me enough information to be satisfied.
[CUSTOMER][NEUTRAL] Yeah, I understand that. I don't make, I don't make the rules about what information the insurance carriers give out. Yeah, I just follow the rules unfortunately it only tells us right now that it's up to 70% off of the medications. Right, so I'm just trying to understand how are you able to find me a plan that that suits me is you know what I mean like I'm just trying to understand.
[CUSTOMER][NEUTRAL] Yeah, I understand. It's just it doesn't let me, it doesn't tell me any way to search any medications, any way to there's no way to like search any medications until after you enroll into the plan, then you then you could search medications after you get your ID card. They would send you a link and everything to the website and then you can compare those rates to good RX.
[CUSTOMER][NEUTRAL] We always, we always recommend you to compare it to get RX. Right, so is this gonna be coming from Trinity Health or would this be coming from APL?
[CUSTOMER][NEUTRAL] This would be coming from APL.
[CUSTOMER][NEUTRAL] Trinity Health we're not married to any one carrier.
[CUSTOMER][NEUTRAL] OK, and how was that, how did APL become like the option because there was no other option was it just based on I do have other options. This is your most affordable option because you did say you don't have to have an income.
[CUSTOMER][NEUTRAL] It it says that, say that one more time.
[CUSTOMER][POSITIVE] Because you don't have too high of an income, this is your most affordable option.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Alright, so moving forward, um, yeah, I wanna move forward. Let's get everything.
[CUSTOMER][NEUTRAL] Go.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Give me one second, the information that I provided should allow me to.
[CUSTOMER][NEUTRAL] Um, be verified, like, what, what exactly do I need to be verified?
[CUSTOMER][NEUTRAL] So right now we just have to, we have to put the financial consideration on the application and then I would have to put you on the phone with the verification department they're gonna go over everything and make sure I did my job correct with picking out the plan for you and everything and make sure all your information is correct and then you would receive emails of everything after you sign off.
[CUSTOMER][NEUTRAL] OK, so you didn't send me any emails yet.
[CUSTOMER][NEUTRAL] No, no, ma'am. I've been checking my, my email. I don't see anything from you yet. Yeah, you haven't received any emails yet no.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] You have me. You got my name [PII].
[CUSTOMER][POSITIVE] I got my birthday
[CUSTOMER][NEUTRAL] And you got my address, got my zip code at [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and you got my phone number?
[CUSTOMER][NEUTRAL] The [PII]?
[CUSTOMER][NEUTRAL] OK, and my address?
[CUSTOMER][NEUTRAL] The the [PII] address.
[CUSTOMER][NEUTRAL] OK, and I wanna give you a um a mailing address as well.
[CUSTOMER][NEUTRAL] So that's not the mailing address? No, that's where I live, but I don't have a mailbox outside, so I don't wanna like miss any information. Am I able to use a different mailing address or does it, you just need to give me one second, just let me note the account. Give me 1 2nd.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] For.
[CUSTOMER][NEUTRAL] [PII], are you there? Yes ma'am, go ahead with the address right now.
[CUSTOMER][NEUTRAL] Hello? Yes.
[CUSTOMER][NEUTRAL] So I have with the mailing address right now. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Yeah.
[CUSTOMER][NEUTRAL] RES Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Same zip code?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so that's gonna be [PII]. Yeah.
[CUSTOMER][NEUTRAL] OK, perfect. Now that would just be like a a secondary um like mailing address but the first one is where my actual address.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So you don't want any of the mail to go to the first address. The first address is. I do. I just wanted to give like a backup address because sometimes they ask you like where you live and do you have a mailing address as well, so you know just for just to make sure I'm getting my information sent to me.
[CUSTOMER][POSITIVE] All right, no worries.
[CUSTOMER][POSITIVE] OK, and you're gonna receive them to your email as well so you you'll have them ahead of time so you don't have to wait for them to come in the mail as well. OK, I appreciate that.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] And where, where are you guys? Trinity Health, where is this place?
[CUSTOMER][NEUTRAL] Our office is actually located in [PII].
[CUSTOMER][NEUTRAL] Oh, OK. But we're licensed in every state.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And this is Trinity Health, but Trinity Health doesn't, you guys don't have health insurance. You just buy insurance.
[CUSTOMER][POSITIVE] Yes ma'am correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And and do you have a pen and paper handy? OK, so the number I gave you before that was for unenrolled customers since you're not going to be an enrolled customer, I have a new phone number for you to write down.
[CUSTOMER][NEUTRAL] What do you mean? It'll still bring you directly to me, but that the number before for was for unenrolled customers since you're going to enroll now you're gonna be an enrolled customer. I have a new number for you, so. OK, go ahead.
[CUSTOMER][NEUTRAL] That's gonna be 855. Mhm.
[CUSTOMER][NEUTRAL] 652. Mhm.
[CUSTOMER][POSITIVE] 0525 and again you could just ask for me [PII] and they'll just transfer you right over to me. This is the enrolled or unenrolled? Yeah, the first one was for unenrolled and this one is for enrolled so you could go ahead and cross the other one out you don't need the other one anymore unless you want to give that one out to anybody you wanna recommend that needs health insurance I would greatly appreciate that that would be the best compliment you could give me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what address are you gonna use the first one?
[CUSTOMER][NEUTRAL] Correct, I have the first one on there and then I have the second one as a as a mailing address as well. OK.
[CUSTOMER][NEUTRAL] So I should just be looking at would they send it out to both or should I just be expecting it to come to the first one?
[CUSTOMER][NEUTRAL] You should expect it to come to the first one, but I didn't note it to come out to both, so it should come to both. I do have it noted there. OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And so the final step would just be the financial consideration and then we're gonna get you transferred over to verification.
[CUSTOMER][NEUTRAL] And did you wanna use a Visa, Mastercard, Discover, or American Express? Um, hold on, let me see which one.
[CUSTOMER][NEUTRAL] So you're gonna transfer me again to someone else?
[CUSTOMER][NEUTRAL] Yeah, you're only gonna be on the phone with the verification agent for a few minutes. They always need to verify that I did my job correct. They're gonna ask you if I spelled your name correctly, got your social correct, all that date of birth, and then they're gonna go over the plan with you, make sure I gave you the right plan that I told you I'm giving you, make sure the plan suits your needs and everything, and then you'd have to sign off. And what plan are you giving me again?
[CUSTOMER][NEUTRAL] The APL plan American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] OK, there, there's no deductible with this plan, and again you could choose any doctor with this plan. It's an open network so you could choose any doctor, which is a great thing. But every doctor doesn't accept all insurance.
[CUSTOMER][NEUTRAL] Yeah, that's always true, but since this plan is an open network, this is your best option as far as how many, how many doctors you could choose. So this doc is you could choose any doctor.
[CUSTOMER][NEUTRAL] So all your doctor would have to do is submit a claim and then the insurance would cover the claim.
[CUSTOMER][NEUTRAL] Right, but you know if the doctor's office doesn't accept certain insurances, then how can I just pick any doctor? Well, it's an open network so that's the beauty of it all your doctor would have to do is submit a claim. He doesn't have to accept the insurance you would just have to submit a claim.
[CUSTOMER][NEUTRAL] I'm kind of confused. How does that work? You said he can just submit a claim, but he doesn't have to accept the insurance. So if he doesn't accept the insurance, then he wouldn't submit the claim. I'm confused. No, he would submit the claim like always he would submit, oh, you owe this money, and then the insurance would take that and medically reprice it for you. So if it's a primary doctor you're gonna go see, you would pay $25 if it's a specialist you would spend $50.
[CUSTOMER][NEUTRAL] But that's what the plan. So if I go to, let's just say I go to my primary and he says that he does not accept APL.
[CUSTOMER][NEUTRAL] Then I won't be able to get seen to even get charged to submit a claim and the 25. I, I've never had any customer had that happen before because all they have to do is submit a claim, so they don't have to accept the insurance they just have to submit a claim. I've never had anybody say oh I don't want to submit a claim.
[CUSTOMER][NEUTRAL] A little bit confusing. I understand.
[CUSTOMER][POSITIVE] You'll be you'll be greatly covered here.
[CUSTOMER][NEUTRAL] Are you gonna
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] When you, when you get the welcome packet, one of the first things it says on the packet is that it literally it says you could choose any doctor with this plan due to it being an open open network.
[CUSTOMER][NEUTRAL] Insurance is highly regulated.
[CUSTOMER][NEUTRAL] OK, so me making this payment, who am I paying? I'm paying Trinity or am I paying? No, it just goes directly to the insurance carrier.
[CUSTOMER][NEUTRAL] Is it possible to get the insurance carrier connected to the line so that we can like confirm before I make the payment. Unfortunately they don't let you connect to enroll to them after you enroll with them, you would have a number from member services to them, but they don't allow you to call to enroll.
[CUSTOMER][NEUTRAL] That's what they have licensed agents for.
[CUSTOMER][NEUTRAL] So do you have a um is there a number that I can contact them when I'm done with you?
[CUSTOMER][NEUTRAL] Yeah, you would have you would get emails in your email for your welcome packet it would have member services number at the bottom of it.
[CUSTOMER][NEGATIVE] But they don't allow they don't give you any member services number until after you enroll unfortunately.
[CUSTOMER][NEUTRAL] OK, so I'm making this payment of 197.
[CUSTOMER][NEUTRAL] $197.08.
[CUSTOMER][NEUTRAL] So APO, but they're not going to give me any information until they receive the payment.
[CUSTOMER][NEUTRAL] Yes ma'am, they, you wouldn't get a member ID number, any member number until after you're a member.
[CUSTOMER][NEGATIVE] They're not gonna just give you a member number until you're a member. Unfortunately that's not how any insurance works.
[CUSTOMER][POSITIVE] I mean this is all new to me that's why I'm asking the question I understand that I'm here for you to answer your questions. You're good.
[CUSTOMER][NEGATIVE] I don't feel like you're really answering my questions to my to satisfy me. It just seems like I'm just paying and then I get information. Unfortunately I can't just tell you what you wanna hear. I have to tell you what what it what it is. I can't, I can't lie to you, make you happy, unfortunately.
[CUSTOMER][NEUTRAL] I understand, but do you understand where I'm coming from? It's like I'm just with my money and then.
[CUSTOMER][POSITIVE] Yeah this is all new, so this is definitely legit. [PII], do you have a last name?
[CUSTOMER][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just in case I need to call back and have someone, you know, to verify to speak to.
[CUSTOMER][POSITIVE] No worries, you're good.
[CUSTOMER][NEUTRAL] Alright, so am I gonna have to present the same information I presented to you once you transfer my call?
[CUSTOMER][NEUTRAL] No, so you're not gonna have to give them any any information they're just gonna verify information through the through the application and make sure I have everything correct on there.
[CUSTOMER][NEUTRAL] And what information is that?
[CUSTOMER][POSITIVE] They're gonna have your date of birth and everything they're gonna make sure I have all that right, the spelling of your first and last name, your address, they're gonna make sure everything's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that, that way you know we have it we gotta make sure we're giving the insurance to the right person, very important.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you got [PII], did you use my middle initial is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am. OK, and then you have 4133 and you also have 3027.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and my phone number ending in [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII]. OK. And you have.
[CUSTOMER][NEUTRAL] Uh, they have to repeat my first or can I just give you the last 4 when I verify with them. So they're gonna verify using only the last 4. They're gonna ask you about the last 4 of it. They're not gonna tell you the whole social like they won't be able to see the whole social. They'll be able to see the last 4.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], that's all I gotta say.
[CUSTOMER][NEUTRAL] No, you wouldn't say it to them they're gonna ask you.
[CUSTOMER][NEUTRAL] They're gonna ask you, they're gonna say does your social end with [PII]? OK.
[CUSTOMER][NEUTRAL] Yeah. OK. You're not gonna have to give them any information they're just gonna ask you questions and make sure everything I put on here on your application is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then how long does it take to get verified?
[CUSTOMER][NEUTRAL] Probably about 5 to 7 minutes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I'm ready.
[CUSTOMER][NEUTRAL] OK, and is that gonna be a Visa, Mastercard, Discover, or American Express? It's gonna be a Visa.
[CUSTOMER][NEUTRAL] With the visa begin with the 4, go ahead with the card number whenever you're ready. [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, I might have got a digit wrong there. I have [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Mhm. [PII] [PII]. Yes.
[CUSTOMER][NEGATIVE] It's coming up as invalid.
[CUSTOMER][NEUTRAL] What do you mean?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, let me start over.
[CUSTOMER][NEUTRAL] Go, go ahead and start over again. Oh, you know what? That might be my, that, that's the expired one, and that's probably why it's coming up and that.
[CUSTOMER][POSITIVE] No, no worries, take your time. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Perfect. OK, and the expiration?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and the security code?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK and the name on the card, is that gonna be your first and last name or is your middle initial on there as well? First and last name.
[CUSTOMER][NEUTRAL] OK, and the billing address, is that gonna be the [PII] address or the [PII] address?
[CUSTOMER][NEUTRAL] Oh, you could do the [PII] address.
[CUSTOMER][POSITIVE] Perfect, do you have that pen and paper handy still? I'm gonna give you a confirmation code here to write down. OK.
[CUSTOMER][NEUTRAL] OK, give me one second. The confirmation code is generating right now.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] One moment, I'm generating the confirmation code right now for you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, go ahead and write this down. It's gonna be T as in Tom. Mhm.
[CUSTOMER][NEUTRAL] R as in Robert. Mhm.
[CUSTOMER][NEUTRAL] I as in India. Mhm.
[CUSTOMER][NEUTRAL] N as in Nancy. Mhm.
[CUSTOMER][NEUTRAL] And then the numbers 82.
[CUSTOMER][NEUTRAL] 09
[CUSTOMER][NEUTRAL] 623 you wanna repeat that back to me?
[CUSTOMER][NEUTRAL] Oh, say it again.
[CUSTOMER][NEUTRAL] C R I N
[CUSTOMER][NEUTRAL] 82
[CUSTOMER][NEUTRAL] 09
[CUSTOMER][NEUTRAL] 623. OK.
[CUSTOMER][NEUTRAL] You wanna repeat that back to me to verify you have it correct?
[CUSTOMER][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] Correct, so if anybody calls you regarding health insurance if they cannot provide you with this confirmation code, you would know it's not me calling you. You could tell them to put you on the do not call list.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][POSITIVE] Alright, so we're all done here today. Congratulations on the plan and welcome to the family. Like I said, all we have to do now I gotta put you on the phone with the verification agent. You're only gonna be on the phone with him for a few minutes, so I thank you for your patience. Mhm thank you. Alright, it was a pleasure assisting you today one moment while I put you on the phone with the verification agent. Mhm.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Are you there, Miss?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's me.
[AGENT][NEUTRAL] This is [PII] with APL. Did you disconnect them?
[CUSTOMER][NEGATIVE] Um, I'm about to disconnect now.
[CUSTOMER][NEUTRAL] It might hang you up.
[AGENT][NEUTRAL] OK, I'll call you back if it does.
[CUSTOMER][NEUTRAL] Can you call me right back?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You got my number? OK.
[AGENT][NEUTRAL] Yes, ma'am.