AccountId: 011433970860
ContactId: d9ae3cec-4f25-4cfd-9ec2-f2fd724a971a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308279 ms
Total Talk Time (AGENT): 150023 ms
Total Talk Time (CUSTOMER): 96901 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/d9ae3cec-4f25-4cfd-9ec2-f2fd724a971a_20250422T14:35_UTC.wav
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[AGENT][NEUTRAL] For contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How are you today?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][POSITIVE] I'm doing well. I'm, I'm calling because uh I just wanted some clarity on like some benefits.
[CUSTOMER][NEUTRAL] Um, so I know that I've, uh,
[CUSTOMER][POSITIVE] I've been to like the chiropractor a few times already this year, and I know that like uh insurance covers up to like $300 and something dollars worth.
[CUSTOMER][NEUTRAL] Um, but I was wondering if I was to do my yearly like checkup at like a doctor's office, um, that would be, uh, covered, correct? Or like any testing done, such as like, uh, the generic like STI or just blood work.
[AGENT][NEUTRAL] Oh, just the wellness. Um, let's look at your policy and see. Some of them do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your policy number, please?
[CUSTOMER][NEUTRAL] Um, yes, it is.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I think it's 227-859-5.
[AGENT][NEUTRAL] 595. Thank you. If I could verify your, uh your name, uh date of birth, and a phone number, please?
[AGENT][NEUTRAL] Just wanna make sure I get the right records.
[CUSTOMER][NEUTRAL] Yeah, um name is [PII], last name is [PII], [PII]
[CUSTOMER][NEUTRAL] Um, date of birth is [PII].
[AGENT][NEUTRAL] OK, and is there a phone number, please, that uh
[CUSTOMER][NEUTRAL] Oh sorry, uh [PII].
[AGENT][POSITIVE] OK, thank you very much. Um.
[AGENT][NEUTRAL] So it looks like, uh, let's see what we have here.
[AGENT][NEUTRAL] OK, now, normally this is going to be for sickness or accident. Um, so your wellness check, uh, the benefits that you receive through your employer, um, are, are handled by different providers. So this particular one.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it's for, uh, sickness or accident.
[AGENT][POSITIVE] Now you do have benefits.
[CUSTOMER][NEUTRAL] Oh, maybe it's the 94.
[AGENT][NEUTRAL] Yeah, it's actually um it's going to be there there should, you should also have a card that says benefits in a card or um IMA. Is this the only card that you have? Because uh
[AGENT][NEUTRAL] Usually there there will be more than one.
[CUSTOMER][NEUTRAL] Um, so the card that I, the card that I have is like mentioned multi plan, um.
[CUSTOMER][NEUTRAL] Have like the employer ID.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because I know I only received one in the mail, but I know that they like mail me like just a a PDF of a different one.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I think let me double check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Annual enrollment.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So there isn't, there's usually you'll get more than one. So the one that says APL, um, Oxford Global Resources, uh, it also should say me MD Pharma, um.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] There there's several different things that are listed on here, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Also where to submit your claims and things like that.
[AGENT][NEUTRAL] Uh, the, um,
[AGENT][NEUTRAL] Place it there or what you're looking or what, what we do. Let me, let me put it that way. What, what this card is for, the one that says APL, um, is for sickness or accident. Uh, it's for you and your spouse and um it's for anything that is not like a wellness check. Now, um, for a wellness check, uh, you may want to, um, there, sometimes they, they even have a, uh, uh, another number. Um, let me see if I can't find it because, uh,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Usually, um, they will.
[CUSTOMER][NEUTRAL] Oh, would it be like the, like the multi plan like preventative services number?
[AGENT][NEUTRAL] Yes, that's usually the one that you're gonna need to call because they will uh tell you exactly what your wellness benefits are. So you have sickness and accident, you have wellness, uh just as you probably have vision and dental, um, uh, uh, through, uh, you may have your dental through us. Um, I'll just check here. Yeah, you do. Um, but your wellness benefits are gonna be through, uh, someone else. And uh usually, um, if you contact IMA.
[CUSTOMER][NEUTRAL] OK, I'll just
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, um, in that case, I'll just contact this other number then.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Yes, they should be able to help you. Um, but, but we are that, but if you do have any, uh, if you do have something for a sickness or an accident, uh, a visit to the hospital, that's what we're here for.
[CUSTOMER][POSITIVE] OK. Well, thank you so much.
[AGENT][NEUTRAL] OK [PII], there's nothing else I can help with. Thanks for contacting API.