AccountId: 011433970860
ContactId: 518dd775-3e07-48e6-b592-0806cbbb34ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 395190 ms
Total Talk Time (AGENT): 227026 ms
Total Talk Time (CUSTOMER): 94935 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/518dd775-3e07-48e6-b592-0806cbbb34ef_20250313T13:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. My name is [PII], and I was calling to see, um, I'm scheduled for a mammogram next Tuesday, and I just wanted to know if I had a co-pay or what I had to pay up front.
[AGENT][POSITIVE] Ms. [PII], it would be my pleasure to assist you. What is the callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your policy number? Do you have that available?
[CUSTOMER][NEUTRAL] It's 025.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 87733
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And can you verify your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And then finally, we have an email on file. Can you verify the email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I'm checking your policy for mammogram benefits. This is going to be, is it for your wellness or preventive?
[CUSTOMER][NEUTRAL] Uh, just for wellness routine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, you know, on this policy, there is no deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Oh, OK. No, I didn't.
[AGENT][NEUTRAL] This is, this is an indemnity policy, which means we pay the benefit amount.
[AGENT][NEUTRAL] So you don't pay a copay deductible or co-insurance. Now, for your wellness.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, that is going to be, do you have a policy with 90 degree benefits or?
[AGENT][NEUTRAL] I am a, do you know?
[CUSTOMER][NEUTRAL] It just says limited benefit med plan VIP BIC.
[AGENT][NEUTRAL] Yeah, so this policy does not cover the wellness.
[AGENT][NEUTRAL] Diagnostic testing or wellness testing screening.
[CUSTOMER][NEUTRAL] Oh, at all. What does it cover?
[AGENT][NEUTRAL] It's gonna cover things like your hospitalization.
[AGENT][NEUTRAL] It'll cover um surgery and an outpatient.
[AGENT][NEUTRAL] Hospital or physician's office, emergency room, urgent care. You do have a sick office visit benefit, um, medical imaging, it's limited, um, medical imaging testing benefit. does cover prescriptions. You have a benefit of $20 per day for prescriptions.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] A critical illness benefit as well.
[AGENT][NEUTRAL] Now, we do have a.
[CUSTOMER][NEUTRAL] So is there another way to word that to get that paid?
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] A lot of times with your employer, they'll offer the wellness.
[AGENT][NEUTRAL] Or preventive benefits through IMA or 90 degree benefits.
[AGENT][NEUTRAL] Did they mention that to you when you were signing up for insurance?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] What I can do is, um, I can connect you with benefits in a card that's who's handles all of your insurance.
[AGENT][NEUTRAL] And we can see if you have an option to also get that preventive and wellness benefit.
[AGENT][NEUTRAL] If you would like.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] So just the package that they gave me said that they do actually cover that, um, but there'd be like a $50 co-pay. That's why I was calling to confirm, so that's why I'm a little confused at this point.
[AGENT][NEUTRAL] Sure, sure. So we handle the medical side.
[AGENT][NEUTRAL] Of your policy APL.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we do have a portal if you're ever interested in creating a login and password you can click on your policy number and view your policy benefits. It should be on your card at [PII].
[AGENT][NEUTRAL] And there you could view your
[CUSTOMER][NEGATIVE] Yeah, I don't, I don't really wanna, I wanted to talk to someone. I didn't really wanna, I don't have the time to go through all that right now.
[AGENT][NEUTRAL] Yeah. Sure.
[AGENT][NEUTRAL] I got you. I hear you. Um, but with us you have your hospital indemnity policy, which is the policy number you gave me, which is medical. Then you have a dental policy and a life policy, but I can connect you with benefits and a card and see if they, if you do have that preventive and wellness coverage. They can check that for you. that, would that be all right to transfer you to them?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] Alright, Ms. [PII], if you'll hold just one moment, I'll transfer you before I do. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright thank you one moment please, ma'am.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thanks for calling Benefits in the car. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII]. It's [PII] at APL. I have an insured that was calling for her uh wellness benefits.
[AGENT][NEUTRAL] And she doesn't have an IMA or 90 degree.
[AGENT][NEUTRAL] Card, so she's wondering if she has that wellness benefit. If you could assist her. If not, she's wanting to know if there's any way she can get it.
[CUSTOMER][NEUTRAL] Yeah, you can transfer her over. I see. I can get and then pull up her account and see what's going on.
[AGENT][NEUTRAL] All right, you need any of your information before I transfer?
[CUSTOMER][POSITIVE] I just get it from her. I appreciate it.
[AGENT][NEUTRAL] All right. Thank you, [PII]. Let me get her on the line.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Ms. [PII], thank you for your patience. I have [PII] on the line. He's going to check that for you and I hope you have a lovely day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Hey Ms. [PII], what staffing company do you work for?
[CUSTOMER][NEUTRAL] Uh, ATC Healthcare.