AccountId: 011433970860
ContactId: 1f5b434a-ea59-4860-b205-b74534c0afad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 856900 ms
Total Talk Time (AGENT): 646035 ms
Total Talk Time (CUSTOMER): 205736 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/1f5b434a-ea59-4860-b205-b74534c0afad_20250221T21:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is, um, [PII]. I left a voicemail and I got a call back from you, so I'm giving you a call back. I don't know if you just got my last message.
[AGENT][NEUTRAL] Um, I did not yet. You left another message or the message from earlier.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I believe I left another one, but it's OK. I pretty much just reiterating the same thing. Just want to see if I can get some information, yeah, on the, um, the options that is offered by North Staffing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, because they didn't have any additional information, so I wanted to see if there's anything because, you know, just to get some information on what the plan consists of, yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'd be happy to help you and you said it was No N 00 R, correct? No Staffing.
[CUSTOMER][NEUTRAL] Yes, Notaro.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, just give me one moment to pull up that information that I have.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you um have you made your selections yet or you're in the process of doing that correct?
[CUSTOMER][NEUTRAL] Um, yes, I'm in the process. I got the information today.
[AGENT][NEUTRAL] OK, OK, and what uh questions do you have? I have that information, uh, in front of me now.
[CUSTOMER][NEUTRAL] I'm pretty much gathering that it's not.
[CUSTOMER][NEUTRAL] Actual medical insurance. Um, so I'm trying to see if it's, I guess something that or if any of the plans that are offered anything kind of like insurance?
[AGENT][NEUTRAL] Well, now, um, yeah, so what this uh is, is, um, it is definitely not, um, it's not health insurance, it's kind of like a what we call a fixed indemnity policy, so it does have limited benefits. Um, now I'm not certain what other uh options that they're offering you from the staffing agency, um.
[CUSTOMER][NEUTRAL] Like if I mhm.
[AGENT][NEUTRAL] But um there is information if you're looking for comprehensive health insurance they do direct you to the [PII] or there's a phone number too uh that I can provide for you. So um what, what this is is like I said, it is uh fixed in indemnity, excuse me, and it's uh it's a policy that will pay limited dollar amounts if you're sick or hospitalized, um.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] So that's basically kind of the um the policy that's offered to you through this uh through this plan. Now you do have a couple of options as far as choosing um you know they have like a stay healthy portion of it and then they also have the um the VIP classic and VIP or elite uh plans to choose from.
[CUSTOMER][NEUTRAL] Yeah, I want to know what are those, yeah.
[AGENT][NEUTRAL] So, um, under the, uh, stay healthy, that is a separate, um, that is a separate plan that's offered through um through this service now the Stay healthy is not administered by uh APL it's administered by the IMA um so it's kind of like a separate, um.
[AGENT][NEUTRAL] It's a separate uh premium that you would pay for that for those services and what that Stay Healthy does is that that includes uh your like preventative services um because the um the hospital indemnity does not offer that.
[AGENT][NEUTRAL] Um, option for you as far as the uh wellness. And we consider that like wellness, uh, preventative services such as when you go for your mammogram or, um, tho those type of things or your annual physical, um, mammogram, those sort of things, that's what's covered under that Stay healthy. Um, there's also some other benefits that are included in the Stay healthy. That's not, um,
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] That's not part of the hospital indemnity. I know it's a little bit confusing, but, um, so you do have the option of signing up for the Stay healthy, or you can decline the Stay healthy. Um, but, um, these, it is separate from the hospital indemnity, just so you're aware of that.
[CUSTOMER][NEUTRAL] OK, and so I'm looking at the point that they sent me. So under the medical one it says it's either the stay healthy or you choose between the Elite VIP or the elite or the VIP. So technically you can choose the elite or the VIP without choosing to stay healthy.
[AGENT][POSITIVE] You can. I believe that that that is the option. Yes.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] So for the elite or the VIP that still doesn't cover any like going to the doctor like the visit like nothing like that.
[AGENT][NEUTRAL] Well, now there is some benefits that are available to you under that hospital indemnity either the classic or the pro now um if you'd like I can go over so in, in other words, um, under that classic VIP plan for the hospital indemnity, there is some outpatient, uh, outpatient benefits that are available such as phy.
[AGENT][NEUTRAL] Physician office visit urgent care facility so what we call that is like an uh outpatient accident sickness. So what that is is um it would cover you in the event um you needed to go to the emergency room urgent care facility, physician's office under the classic plan we would pay a $50 benefit.
[AGENT][NEUTRAL] And then you're allowed up to 4 days and that would be separate like so the emergency room is allowed 2 days urgent care and physician's office, those are separate benefits, but you're up to 4 days. So in other words, you could have 4 visits with the physician's office or 4 visits with uh urgent care. Those are kind of separate benefits, but you do have that option. And then the emergency room is a 2 day maximum, but each of those benefits are $50. Now, if you choose the elite.
[AGENT][NEUTRAL] Um, that is a little bit more of a benefit. It's still the same, um, so that emergency room, there's a, um, it looks like that's a maximum one day and that's a $350 benefit, um, and then the urgent care is a $100 benefit you're allowed one day and then the physician's office, it would be a $100 benefit and you're allowed a max of 3 days. So that's kind of how it's broken down.
[CUSTOMER][NEUTRAL] And those are admission days?
[AGENT][NEUTRAL] Well, what they are is office visits. So again, yeah, so like say for instance you went to your physician's office for um maybe the, the flu or you know, some sort of um illness that you're experiencing. So we would pay that physician's benefit for that physician office visit, we would pay a benefit of $50.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, under the classic plan, and again you'd be allowed 4 days, and then under the elite plan you would, uh, we would pay a $100 benefit and you're allowed 3 days maximum. So that would be 3 visits under that physician's office if you were to choose the elite and we would pay a $100 benefit. So how does.
[CUSTOMER][NEUTRAL] And that's annually?
[AGENT][NEUTRAL] Yes, calendar year, mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, unfortunately, like I said, because it is limited, um, limited benefits, um, that's kind of the, the, um the benefit as far as the physician office or urgent care emergency room. There are some other benefits that I don't know what they provided for you as far as the, you know, the literature, the brochure. Um, there are some.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Yeah, no brochure, unfortunately.
[AGENT][NEUTRAL] Yeah, so there are some additional benefits like for hospital admission and confinement, surgery, um, diagnostic testing, and that is um like major diagnostic testing. So X-rays wouldn't be covered, but ultrasounds are not covered. However, like CT scan, CAT scan, MRI, um, those sort of things are considered a diagnostic test, and then you have benefits available for those, um, services.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And that's with the Elite Pro.
[AGENT][NEUTRAL] Um, that's under both the classic and elite, but again there's a different, uh, benefit amount that would be payable, for instance under the for say a CT scan or CAT scan.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Um, we would pay under the classic plan a $100 benefit. You're allowed one day or if you choose the elite, it would be a $250 benefit and it's still just that one day that's allowed. So it's kind of like I said, it is limited. Now there are some additional benefits uh payable, um, again for um.
[AGENT][NEUTRAL] Um, inpatient stays or, um, like I said, surgery. So that surgery benefit, for instance, it would be a outpatient hospital facility or outpatient surgery center we would pay a $500 benefit, um.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And you're allowed one day per calendar year. That's under both the classic and elite. And then like surgery in a physician's office, um, say for instance, dermatology and you had like a, a mole removed, that would be surgery in a physician's office. Under the classic plan, you're allowed uh 2 days um and we would pay a $250 benefit under the classic.
[AGENT][NEUTRAL] And then um under the elite for the physician's office, we would allow 1 day maximum and it's $125.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and then the Elite or the pro they don't offer like dental, vision, that's that's aside from them.
[AGENT][NEUTRAL] That's correct. That would be separate. You'd have to sign up if you wanted those, uh, dental benefits. I'm not sure if they provided you that information as well, but they would be, uh, yeah, they're they're additional options, but they would be separate from the um from the uh.
[CUSTOMER][NEUTRAL] Yeah, like right under it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The plans that are chosen with as far as the classic and elite.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now there is a little bit more information I can provide for you as far as so um we do um.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] This plan, because it is limited hospital indemnity, it doesn't have a network per se, so it doesn't work like a major medical where you have, you know, normally you have like a, a co-payment for an offices that say it's $25 and you pay that $25 and then they bill it to insurance and then there's um an agreement that that doctor might have with that insurer that particular.
[AGENT][NEUTRAL] Insurance where they'll give you a discount and allow um you know only an allowed amount is what you know would be paid to that provider and usually um that's negotiated between the again that plan and that provider that doctor's office and then that insurance plan so this plan's a little bit different because there is no network however we do um we do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, participate with multi plan meaning that um if that provider is uh if you use a multi plan provider usually that information is included as well but um if that multi plan provider is participating you may be able to negotiate.
[AGENT][NEUTRAL] Um, uh, a discount based on the services because this is not a major medical and it is limited benefits that if they participate with multi plan they may be able to offer you an additional discount, you know, uh, to give you greater savings.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. So technically somebody that's looking for like more of a traditional health insurance type thing, this wouldn't, I'm trying to see if like should I even take this. But I do have to, you know, pay for it. So I'm like if it's not gonna cover like my regular, you know, how I utilize the doctor and things like that.
[AGENT][NEUTRAL] Yes, right.
[CUSTOMER][NEUTRAL] Um, right, hm, oh, and then you did mention if I wasn't interested in any of this they would help me get something in the marketplace or something?
[AGENT][NEUTRAL] Well, there is a um there is a an information here that I have that says if you're looking for comprehensive health insurance you can visit the [PII] um or I also have a phone number if you'd like the phone number.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, um, let me write that down one second. OK, I'm ready.
[AGENT][NEUTRAL] OK, so the phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, [PII] is their phone number and it's an [PII] number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or you can, you can visit the website and that's [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. All right, so let me take a look cause I definitely um want something that's gonna cover, yeah, like my doctor visits and things like that. I don't go often, but I'm just thinking this might be very difficult to maneuver throughout the year.
[AGENT][NEUTRAL] Right. And, and, and because it is limited benefits, I understand, um, and, uh, yeah.
[CUSTOMER][NEGATIVE] Yeah, it's scary.
[AGENT][POSITIVE] So if you'd like to explore your other options, but I mean feel free if you have additional questions um you know you can call me back and I'd be happy to answer as best I can.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you so much. All right, so we'll do, what's the latest and the office closes at [PII]. I'm gonna try giving a call to the other number.
[AGENT][NEUTRAL] You're welcome, [PII].
[AGENT][NEUTRAL] Yeah, I'll be in the office, um, I'll be in the office until [PII]. I'm not sure where you're located. I'm in Eastern time.
[CUSTOMER][NEUTRAL] Oh, OK, we're, we're I'm in [PII], so it's [PII] now, so you're OK, no problem. So let me just take a look.
[AGENT][NEUTRAL] Yeah, so I'll be here for another, um, another 40 minutes or so, so if you need to call me back, you can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Will do. OK, thank you so much. Let me see if I can get them now.
[AGENT][POSITIVE] You're welcome [PII] and good luck and like I said if you need anything else just feel free to give me a call back.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Will do. OK.
[AGENT][POSITIVE] Alright thank you bye bye.