AccountId: 011433970860
ContactId: add2ed46-c332-4723-9739-04a457c12eb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 648799 ms
Total Talk Time (AGENT): 327464 ms
Total Talk Time (CUSTOMER): 176127 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/add2ed46-c332-4723-9739-04a457c12eb2_20250123T21:20_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, I don't know if I have the right department or extension.
[CUSTOMER][NEUTRAL] Um, I had called cards with benefits and they told me to call you guys regarding, um, I just had a question about like the plans.
[AGENT][NEUTRAL] Oh, OK, yeah, I can do my best to help you with that today. Um, do you mind if I have, do you mind if I have your name and perhaps your policy number and I can look at those with you?
[CUSTOMER][NEUTRAL] Um, I don't have a policy number. I'm enrolling and enrollment ends, um, [PII]. So I was enrolling today, but I just wanted to get clarification on, um, the stay healthy versus the insure Plus.
[AGENT][NEUTRAL] OK, yeah, let me take a moment to see if I can get access to those, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm also looking at the summary, um.
[CUSTOMER][NEUTRAL] You need me to reading it to you.
[AGENT][NEUTRAL] Yeah, no, absolutely I should be able to have a copy of like those brochures that they give out and then we can like talk about them together um but I just wanna make sure I'm looking at the right information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, I'm just looking through the file I'm like so close.
[CUSTOMER][NEUTRAL] Oh no, you're fine.
[AGENT][NEUTRAL] And what is the name of the, the name and the state uh for the company you're with?
[CUSTOMER][NEUTRAL] Um, I'm with Creative Circle. They're all over the agency, but I'm in [PII], um, and they
[AGENT][NEUTRAL] You're out of [PII].
[CUSTOMER][POSITIVE] Yeah, benefits in a card.
[CUSTOMER][NEUTRAL] Benefits wizards and it says uh especially designed for Creative circle.
[CUSTOMER][NEUTRAL] APL.
[AGENT][POSITIVE] Alright, perfect. So.
[AGENT][NEUTRAL] I just wanna make sure we're looking at the same one. Does yours have a picture of a family with a dog?
[CUSTOMER][NEUTRAL] Yeah, so, I guess, I don't know if they're Hispanic, but it's so.
[CUSTOMER][NEUTRAL] A male, female, a boy and a girl, and a, and a dog.
[AGENT][POSITIVE] And a cute little dog, OK, then we're definitely looking at the same one. So let's go through this together real quick and I can do my best to help you understand these, um.
[AGENT][NEUTRAL] So we wanna know kind of the difference between the two, the stay healthy and then which plan um beyond that were you looking at?
[CUSTOMER][NEUTRAL] Into plus, but I see is like preventative care and then like Insure Plus, um, I guess like hospital and physician's office, but I was just more so trying to figure out which one would be best for um like OBGYN but then I was told like the insured plus wouldn't really cover an OBGYN because I don't, I, I guess like uh
[CUSTOMER][NEUTRAL] Uh, Pap smear and different.
[CUSTOMER][NEUTRAL] Things like um
[CUSTOMER][NEUTRAL] would be considered um preventative care. Like I don't know if like just a, like an exam, like, or pre, pre-pregnancy counseling, things of that sort that's, of all those are considered.
[CUSTOMER][NEUTRAL] Preventative care and then like what's not like what's considered, what's not considered preventative care for an OBGYN.
[AGENT][POSITIVE] OK, yeah, that is really, honestly, that's a really great question. So, let me
[AGENT][POSITIVE] Real quick, I wanna make sure I'm giving you all the right information so the stay healthy um is typically.
[AGENT][NEUTRAL] I guess I, I almost can't.
[AGENT][NEUTRAL] Necesarily tell you so much about the stay healthy because benefit in the cards they use like different um they use different benefit groups to bring comprehensive benefits to you so that preventative care is offered through IMA and 90 degree benefits it's not offered through APL um but at APL we do the insure plus, the Insure plus enhanced and their Premier and ours is not um.
[AGENT][NEUTRAL] Where it shows like the farmavale multipla free XR but our stuff kind of goes from the rest of it down.
[AGENT][NEUTRAL] So it's like that daily hospital confinement.
[CUSTOMER][POSITIVE] So you guys will take care, stay healthy.
[CUSTOMER][NEGATIVE] You guys are just to insure plug and hand and pre premium you guys don't handle the we have.
[AGENT][NEUTRAL] Yep, um, yeah, so that's.
[AGENT][NEUTRAL] Um, that preventative care is done through IMA and so I think the thought with this one is you can choose both, so you can choose that stay healthy coverage and then add on the, the extra benefits of the Insure plus. So if you wanted, you know, that little bit of extra, the idea here is it's supplemental. So say you're in a place where you're um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're confined to a hospital, right? Like that daily hospital confinement benefit, um, and obviously when you're confined to a hospital, you're not bringing in money, you're unable to work. It's gonna supplement you $100 a day, um, for so many days in a calendar year if you get stuck being confined to a hospital or, um, and I'm just looking at that first row, the numbers change in some areas, but like the ICU, if you get stuck in the ICU, it's gonna supplement you $200 a day.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, if you need to be in an ambulance and so those are the benefits that APL offers those limited supplemental, um, some of your things if you have a wellness exam or test, um, and that could be like those are more of your preventative tests, um, typically again without knowing exactly what this policy looks like on paper, but typically that's one or two tests a year that you can get $75 to help pay towards.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On those tests. And likewise with diagnostic testing, so say you get strep throat and you have to go to an urgent care and they have to run, you know, a strep test on you, you could have for that outpatient sickness benefit, $75 to cover and then up to $250 to help cover your diagnostic testing. And so those are just like additional benefits to supplement you in the chances that you are, you know, stuck in a place where you need.
[AGENT][NEUTRAL] You need to stay in a, in a hospital or you get sick or you have a surgical benefit, you have to get, you know, a surgery done in a doctor's office. So things like that. So there's some benefits there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. But it is sure.
[CUSTOMER][NEUTRAL] I'm, cause I wanna get a plan like specifically go to go to the gynecologist and if I can't, then I just wouldn't get a plan. So I'm just trying to figure out which one is best for
[AGENT][POSITIVE] You betcha. So I'm willing to bet like for that more uh wellness style situation, um, and again, I don't, because I don't offer those benefits, I don't get to look at them every day and I don't get to see them, um, that that stay healthy is more geared towards wellness, um, where ours is geared towards like accident, injury, sickness, and trying to help provide you for situations like that.
[CUSTOMER][NEUTRAL] OBGYN.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got it. OK, cool. All right, that makes sense.
[AGENT][NEUTRAL] Um, do you have any other questions I can help you with, my friend?
[CUSTOMER][POSITIVE] OK, that helps.
[CUSTOMER][NEUTRAL] Oh no, that's, that's it.
[AGENT][POSITIVE] Perfect. Well, if you do have any other questions, don't hesitate to call us, and what I can do though is I can give you the phone number for 90 degree benefits if you want to touch base with them about what that wellness plan looks like.
[CUSTOMER][POSITIVE] Yeah, that'd be great.
[AGENT][NEUTRAL] OK, perfect. I'm sorry you're getting like thrown around everywhere. That's I it's unfortunate, but their phone number is [PII].
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] [PII] 0, take your time let me know.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] I'm sorry, [PII]
[CUSTOMER][POSITIVE] I'm ready now.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and when you call it's gonna make you think you should press option 2 but it's just gonna bring you right back to APL you're gonna wanna press option 1.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, cool, thanks for that tidbit.
[AGENT][POSITIVE] Absolutely. And is there anything else I can do for you, my friend?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much for your help.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you for giving us a call and you have such a fabulous day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thanks bye bye.