AccountId: 011433970860
ContactId: 5dacbb8c-4c2a-4cdb-8f33-f05aa65ef728
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337880 ms
Total Talk Time (AGENT): 175735 ms
Total Talk Time (CUSTOMER): 109481 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/5dacbb8c-4c2a-4cdb-8f33-f05aa65ef728_20250616T17:15_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I, I have a NEC plan with Cornerstone Staffing. I'm just trying to get some information to make sure I understand my, my coverage correctly when I, uh, sign up for a doctor appointment.
[AGENT][POSITIVE] Yes, I'd be glad to look it up. [PII]. What's your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The policy number I have is 263-629-7.
[AGENT][NEUTRAL] Thank you. I could verify your name and date of birth and the phone number. I just wanna make sure I get the right card.
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Uh, date of birth is [PII].
[AGENT][NEUTRAL] And if I can verify your phone number, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. I'm just looking at your policy now, so it looks like you've had a policy with us since [PII].
[AGENT][NEUTRAL] So what your policy is, uh, it's a hospital indemnity policy. It has uh various services, uh, that, um, uh, such as, um, there's uh a surgery benefit.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, there is, uh, let's see what else do we have? We have an inpatient surgery.
[CUSTOMER][NEUTRAL] Is there preventative, like, you know, like a regular health screening?
[AGENT][NEUTRAL] OK, let's look at that.
[AGENT][NEUTRAL] I want to check on here.
[AGENT][NEUTRAL] It looks like most of your benefits with the hospital, but let me just check real quickly.
[AGENT][NEUTRAL] OK. 213.
[AGENT][NEUTRAL] Um, so if you had a physician's office, uh, visit, um, did you?
[AGENT][POSITIVE] What we would do is we would make and this is for a a a benefit um.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] What we would do is we pay up to $100 for the office visit, uh, if you went into the, you know, for the office visit to copay, um, and that is a benefit, um, it is not, uh, it's not, um, uh, what you would pay us just, uh, you would have, um, up to 3 visits per calendar year, uh, and what we would do is we would pay up to $100 for those office visits like what what they charge you to go in to see the doctor.
[AGENT][NEUTRAL] Um, that's, uh, for that, and let's see what else we have here. Uh, do you also have an urgent care, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and I, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, no, I appreciate that. It just, I'm just confused because of the, this the first time I'm kind of having insurance through the, the, the, the staffing company, but so say I find my, my normal primary care providers in-network and I go there and they're gonna ask for my current insurance. Do I tell them that it's with, is it American Public Life is the name of my medical insurance?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's correct, yes, then, yes, when you tell them it's a hospital indemnity policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] I gotta write that down, sorry, one second.
[AGENT][NEUTRAL] And give them the number that you gave me.
[CUSTOMER][NEUTRAL] Hospital indemnity policy.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] Is that what you said?
[AGENT][POSITIVE] That's right, yeah.
[CUSTOMER][NEUTRAL] OK, and then I would just give them the policy ID number 263-62997 and then my group ID would be 70102.
[AGENT][POSITIVE] Um, that is, uh, that is correct, yes.
[CUSTOMER][NEUTRAL] OK, and then I would see the doctor, maybe they do a routine physical. Um, I would pay, I wouldn't pay, but like you pay up to $100 for whatever they charge for that visit up to 3 times a year.
[AGENT][NEUTRAL] Uh, that's correct, yes. Now, you will also have, um, benefits, uh, through your employer for other things other than, than what we have, um.
[AGENT][NEUTRAL] and I would check with them as well, but what you have, uh, with us is, is like disability, uh, there is, um, uh, if you.
[AGENT][NEUTRAL] Critical, uh, if, if you, if you are critical, um, or ICU, that sort of thing we have that with us. We have dental insurance with us, um, but if you're just going in, we're just talking about, uh, your wellness benefits, you may want to check with your provider about, uh, excuse me, your employer about that too, because they usually will have other benefits, uh, through benefits in a car, um, for, uh, wellness benefits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I think that's the MEC but if it's in the car. I'm just, I'm just not sure how to apply that because I don't see the coverage ID, but I can give them a call to confirm that then.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Right, but what, what you have with us mainly is if you went to the hospital, the urgent care, you had a physician's office visit, um.
[AGENT][NEUTRAL] That's, that is what we would do. That's what you would handle with that card that we just.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The one ending in uh [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'd have them call this number and we will give them benefits. Now, is there anything else that I can tell you about this hospital policy, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, not just yet, but I will call back for, for that at another time. Thank you.
[AGENT][POSITIVE] OK, well, thank you for contacting us too. Have a good day.