AccountId: 011433970860
ContactId: 4edb1278-0dc6-48b7-a0d8-3cda139931a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283480 ms
Total Talk Time (AGENT): 160173 ms
Total Talk Time (CUSTOMER): 104526 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/4edb1278-0dc6-48b7-a0d8-3cda139931a5_20250408T17:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yes, uh, my name is [PII]. Um, I'm not sure if I have like the right representative, but I was trying to get to a person. um, so I, I was about to enroll in a plan, a supplemental insurance with you guys, and I'm just trying to see if the doctor's office basically that I have within, um, Penn Medicine is if you guys cover places like Penn Medicine or like the providers that I have.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, yeah, I'm so sorry you said your name was [PII], correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and you don't currently have a policy with us, is that right?
[CUSTOMER][NEUTRAL] No, I'm trying to, I have to enroll in one because I'm about to for the ATC health care like supplemental insurance, but I'm trying to see which one accepts my, um, basically my provider that I'm with now so I don't have to change if I don't have to.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, OK. So was this, I know you said supplemental, um, was it a secondary medical policy?
[AGENT][NEUTRAL] Or do you know if it was the indemnity?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Ew, that I could not tell you. It was something called Stay Healthy. There was one called like Stay Healthy and there was another one called like Stay Healthy MEC enhanced or something like that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I will say uh we do offer a lot of different kinds of policies, [PII], and a lot of our, depending on who your employer is, they also work with a lot of um other carriers in what's called multi plans. So it's possible that some of the plans you're looking at could be through other providers or through other carriers as well.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But I will say anything that is specifically through American public life that is anything to do with medical, so whether or not that's our hospital indemnity or our secondary medical, they are not affiliated with any set networks. So the um hospital indemnity is a limited indemnity medical plan.
[AGENT][NEUTRAL] And it essentially pays a set dollar amount per covered procedure or office visit, does not have any copays, deductibles, anything like that. It's different than traditional major medical and then our secondary medical policy, um, it works very closely with whoever you might have as a primary.
[AGENT][NEUTRAL] So Blue Cross, Aetna, Cigna, it's very dependent on the primary insurance. So as long as they're willing to pay, it's within their network, all of that, then the secondary medical policy can. Does that make sense?
[CUSTOMER][POSITIVE] Yeah, that makes sense.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, because it sounds like I might have, like the ones that they have might be the first one, not necessarily the second supplemental because it's, um, yeah, because it's like basically I'm going on to like a temper like a temp position for like maybe like 3 months it's with the ATC Healthcare and they have like these two plans they said it's either gonna like called 90 degrees and APL and I'm trying and push.
[AGENT][NEUTRAL] Secondary.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, OK, so that's exactly what I meant with the multi-plan, absolutely. So the more the wellness, um, aspect of that, that's going to be through 90 degrees I believe, um, and so what you would get with us would be that uh hospital indemnity.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And all of them, we do have several different kinds of plans. So I depending on which one your employer elected, I couldn't tell you exactly what those coverages are, but most of them are more closely around, um, you know, actual hospital stays, anything to do with sickness and or injuries, things like that.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] Yes, and now if you'd like, I do have 90 Degrees phone number.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Um, if you'd like to speak with them, I can transfer you to them if you'd like.
[CUSTOMER][NEUTRAL] OK, that's fine thank you.
[AGENT][NEUTRAL] Sure, give me just a moment. Uh, did you want me to give you their phone number first?
[CUSTOMER][NEUTRAL] Um, no, it's OK. You can just transfer me or I'll, or I'll look it up, one of the two.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's perfectly fine. OK, um, I'm gonna just put you on a hold while I get them on the line for you. Did you have any other questions for me, [PII]?
[CUSTOMER][NEUTRAL] No, no, thank you.
[AGENT][POSITIVE] Of course, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thanks. Bye-bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits. If you would like to participate.