AccountId: 011433970860
ContactId: 71ae17ed-01d2-4bff-b418-65153aa84e7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 537119 ms
Total Talk Time (AGENT): 258003 ms
Total Talk Time (CUSTOMER): 214731 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/71ae17ed-01d2-4bff-b418-65153aa84e7b_20250128T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I, I was calling um to ask what type of pregnancy services you guys provide through MAU staffing.
[AGENT][NEUTRAL] I'm sorry, um, it was kind of difficult to hear you. You said what kind of services we offer?
[CUSTOMER][NEUTRAL] Yeah, I said, uh, what type of pregnancy services they provide you guys provide through um MAU staffing.
[AGENT][POSITIVE] I didn't hear what you said what kind of services? I'm so sorry.
[CUSTOMER][NEUTRAL] I didn't know you said that.
[CUSTOMER][NEUTRAL] Um, I said, what type of pregnancy services they provide through MAU staffing.
[AGENT][NEUTRAL] Oh, pregnancy.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, that's OK. Um, do you have a current policy?
[CUSTOMER][NEUTRAL] Yeah, my girlfriend
[AGENT][NEUTRAL] Sorry, go ahead.
[CUSTOMER][NEUTRAL] Um, I, I said, uh, my, my girlfriend, well, me and my girlfriend recently found out that she was pregnant and she, she doesn't have any type of, uh, you know, insurance or anything, and I was gonna, I, I already had her um on my, um, insurance, but I wanted to just make sure that you guys cover, um, you know, I, yeah, yes, ma'am.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The coverage options, of course.
[AGENT][NEUTRAL] Yeah, OK. So you do currently have a policy with us and we were just needing to check to see if there was pregnancy coverage.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, I believe so, yes, ma'am. I just got off the phone with uh yeah, someone else that they, they, they um transferred me to you guys and they told, they told me that you guys have transfer me back to them, you know, after I, you know, you guys answered the questions I've had or, you know, just to confirm, they wanted me to confirm with you guys to make sure you guys have the right or have, you know, the coverage.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, yeah, we can definitely get your policy pulled up and take a look. Um, what was your name?
[CUSTOMER][NEUTRAL] [PII] spelled [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, you could do.
[CUSTOMER][NEUTRAL] Give me 1 2nd. I don't know the number I have now.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, got it. Alrighty, um, and then do you have a policy number, [PII]? Or I could start using your social if that's easier.
[CUSTOMER][NEUTRAL] Yeah, just do the social.
[AGENT][POSITIVE] OK, I'm ready when you are.
[CUSTOMER][NEUTRAL] Do you need the full, the full social or just the last 4?
[AGENT][NEUTRAL] Yes, yes, it would be the full social.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I did find one of your policies with us, um, just gonna verify some information really quick, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like it is an iCloud email.
[CUSTOMER][NEUTRAL] Um, it might be my girlfriend's email. It might be, I think it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Something like that, if I'm not mistaken.
[AGENT][NEUTRAL] Yeah, yeah, yes, you're right, [PII]. OK, thank you for verifying that information, [PII]. Alright, so let's take a look here. The policies that you have with us, [PII], are not, you don't actually have a medical policy with us. Um, so you've got an accident policy, a critical illness policy, term life, and dental.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you
[CUSTOMER][NEUTRAL] So would I be able to add on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Add a different, well, I guess change the policy to where it would cover, you know, I guess, you know, doctor's visits for pregnancy or like emergencies, stuff like that.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] So we do offer the only other kinds of medical policies that we offer would be called, it's a limited indemnity medical plan. So essentially it's not going to be like um most major medical like uh Blue Cross or Aetna. It is a bit different than that, um, where it pays just a set dollar amount for specific things. Um, it's not quite as broad as traditional major medical, um, so, but.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] The way that you would add any kind of policy with us would have to be through your employer so you would have to contact them and see what other kinds of options that they have um if they do offer medical with us they'll be able to go over that with you and get that added.
[CUSTOMER][NEUTRAL] OK, cause they got, they transfer, I was on the phone with my employer recently and they transferred me to you guys to um basically they told me to ask if you guys have, if, if you guys have any policy that covers like, I guess maternity, you know, pregnancy.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Type things, but
[AGENT][NEUTRAL] Sure, yeah, and it would really depend, as I said on what they chose as a group, the kinds of policies that they chose for their employees um so you can let them know that we did check uh you do have some policies with us but none of them are going to be considered medical, um, so you would have to get through them to see what they offer.
[CUSTOMER][NEUTRAL] I guess I uh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Was there any way you could transfer me back to them?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, who, who were you speaking with? Do you remember?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Was it benefits in a card?
[CUSTOMER][NEUTRAL] I think it was.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK, yes, give me just a moment, let me get that phone number.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, and if you don't have any luck, [PII], this is me speaking from experience, not as an employee here, um, because when I was pregnant it was very difficult finding coverage obviously that stuff is very expensive.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Um, so if you're not finding good options through your employer or anything, I do recommend going all possible routes, um, even if you feel like you or her make too much to qualify for, uh, some of these other, um, like state or government assisted medical, um, plans, still I would recommend trying anyway, even if you don't think you'd qualify for it, give it a shot. That's just me.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. Well, I'll definitely, uh, if, if, if I go, you know, left, then I'll, I'll try, I, I have to, you know, try something, you know.
[AGENT][POSITIVE] Of course, oh yeah, definitely. OK, so I can go ahead and give you this phone number too, [PII] just in case uh there is a disconnect and you need to reach back to them, uh, unless you have it already, that's completely up to you.
[CUSTOMER][NEUTRAL] I think I have the benefits in the card. Let me, let me make sure I have the right number. Um, is it?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Is it uh is it [PII]?
[CUSTOMER][NEUTRAL] Is that it or no?
[AGENT][NEUTRAL] Um, that's not the one that I have for them now. Um, I've got a 1-800 number. It ends in 4856.
[CUSTOMER][NEUTRAL] Oh, what, what happened was my, my employer, they transferred me to benefits in the car. That's what happened.
[AGENT][NEUTRAL] Oh, I see. OK. OK, well, let me give you the phone number just for benefits and a card if you ever needed to just get a hold of them, uh, so you've got that. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I'm ready.
[AGENT][NEUTRAL] OK it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, and did you want me to go ahead and transfer you now?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, I'm just gonna put you on a hold while I get them on the line, um, and congratulations. I hope everything goes well and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you, I appreciate it. You too.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] But as