AccountId: 011433970860
ContactId: 0de225e9-1412-432a-a63f-5ec0b195b8c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1644479 ms
Total Talk Time (AGENT): 474326 ms
Total Talk Time (CUSTOMER): 252161 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/0de225e9-1412-432a-a63f-5ec0b195b8c9_20250502T17:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], how are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Doing good. [PII], uh, I need the proposal that was used for a for a renewal of mine to be emailed to me, uh, now. Uh, can I go ahead and
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] Can I use that that group number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you. That group number is 26,500.
[AGENT][NEUTRAL] Alright, give me just one second.
[AGENT][NEUTRAL] And what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] First name is [PII] and my last name is [PII].
[AGENT][NEUTRAL] All right, one second, I'm pulling everything up here.
[AGENT][NEUTRAL] On CarePoint LLC, is that correct?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] OK, alright, one of the renewal. Give me just a second, sorry.
[AGENT][NEUTRAL] Oh right.
[AGENT][NEUTRAL] Renewal there it is. OK, yeah, I can forward this over to you. Was there anything else that you needed?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alright, so wait, wait, wait, wait, before you jump the gun, so I'm not looking, I'm not looking for the renewal letter and I'm not looking for the, and I'm not looking for the, um, uh, man, the verification form. What I'm looking for is the proposal.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, the actual proposal. Sorry, glad you said that. Hang on just one second. Hold on one second, make sure it's out here.
[CUSTOMER][POSITIVE] That's that's right.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yeah, the renewal I have and the verification form I have, but what I don't have is the proposal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm looking out here, bear with me just one second.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][POSITIVE] Goodness sorry my system's moving a little slow. Bear with me just a second here.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Did they make any changes to the plan or was it the same from the year before?
[CUSTOMER][NEUTRAL] It's the same from the year before, but again, whenever, whenever underwriting does the a renewal, they always generate a proposal. I just, I, I need that proposal.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, that's what I'm looking for. Give me just one second. I think I found it. Yeah, OK, group submission.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It should be like 4 or 5 pages, and I think the the cover page is like white, blue, white, blue, and green.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, OK, so proposals. I think I finally got to it. Hang on just a second here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][POSITIVE] She's right there.
[CUSTOMER][NEUTRAL] She's [PII]. I'm on the phone. She's with me.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Do you want the proposal with the rates on it?
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] The light blue. OK, just wanna make sure. OK, I think I found it. Let's see, make sure this matches the rates on here. Bear with me just one second. I make sure.
[CUSTOMER][NEGATIVE] How many, how many pages, how many pages is it?
[AGENT][NEGATIVE] Uh, this is, uh, let's see, 12 pages. It's got the light blue at the top of the like 9 insurance that has the plan design that's, that's not what you're winning the rates on it.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You no.
[AGENT][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] It's not definitely not too big.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hang on, let me back up. There may be another one in here.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's supposed to be 6 pages.
[AGENT][NEUTRAL] 2345.
[AGENT][POSITIVE] This one's 5 pages. It's got the green on the top. It's got a whole bunch of rates on it and uh like a design medical expense insurance. Is that what you're looking for?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, what is page 3, what is page 3 look like? Does page 3 have like a, like a breakdown of the writers and each, each writer's cost?
[AGENT][NEUTRAL] 12.
[AGENT][NEUTRAL] It says monthly rates, employees spouse, different amounts. I don't think this is let me get let me get with, uh, I think what you're looking for, it's not in the folder that I'm looking at, so let me get with [PII], um, so we can get this over to you.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll, I'll stay on hold. That's, that's not a problem.
[AGENT][NEUTRAL] OK, OK, hold on just a second.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] This is 61 or 25, but that hasn't happened yet. So is there anything in here?
[AGENT][NEUTRAL] Your point without rates.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] My gosh, I have to go. Let's see what am I doing? Let's see what am I looking for? I'm trying to find this on the folder already asking me for. Let's see dang it.
[AGENT][NEUTRAL] The group submission submitted capital control group submission.
[AGENT][NEUTRAL] The group submission group submission enrollment.
[AGENT][NEUTRAL] Appointmentally complete enrollments, new business documents.
[AGENT][NEUTRAL] CarePoint
[AGENT][NEUTRAL] Mission.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, can you help me?
[AGENT][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] It's OK. I gotta reposition one that fell off my ear. So I've got Barto on the phone, and he will not get off the phone. He's asking for some new renewal information.
[AGENT][NEUTRAL] And I showed him, although I didn't show him but told him.
[AGENT][NEUTRAL] I have this.
[AGENT][NEUTRAL] This
[AGENT][NEUTRAL] And he said he didn't want that.
[AGENT][NEUTRAL] For this group it's 26,500.
[AGENT][NEUTRAL] And then I showed him the other thing that has the rates on it that's out there in the folder, which I obviously.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And he said he didn't want that either, but he's wanting some renewal information, and I'm like, I don't know what else, I don't know what he's asking me for.
[AGENT][NEUTRAL] He, he, he said he didn't want the documents for the renewal or any of that. He wanted something that showed the writers and everything on it.
[AGENT][NEUTRAL] Um, do we have something like that? I, I, I should, I asked him if he wanted this.
[AGENT][NEGATIVE] I think so no.
[AGENT][NEUTRAL] So what else do we have that we give them?
[AGENT][NEUTRAL] Yeah, not right now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so then, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh OK. I can't find out where I can't find what I pulled up for that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, I'll just go back to make sure that's what he wants and, and [PII]'s free now so she can talk to him if she needs to, but he said he goes, I don't want.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yes, does someone on the renewal open. Oh yes, me, yes, me.
[AGENT][NEUTRAL] You know, let me get out of this.
[AGENT][NEUTRAL] Yeah, OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][MIXED] OK, well, thank you for helping me. I appreciate it. I was like, I don't know, yes, you did. You gave me you gave me information because you won't get a phone, and I was like, I don't know what to do. It's in the 24 semester undersold. What? I went through every single folder out there.
[AGENT][NEUTRAL] Yeah, I think that's what he's asking for, OK.
[AGENT][NEUTRAL] That's what it
[AGENT][NEUTRAL] Yeah I think they'll be talking about what I said the group was CarePoint.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I'll just call her bye bye.
[AGENT][NEUTRAL] Orto, give me just a second. I think we're almost there. I was getting, I talked to [PII], and now I'm trying to get [PII], so I apologize. Give me just a second. I'm gonna talk to her real quick. Because you, you're wanting the one that has the writer information on it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, but, but, so, yeah, [PII].
[CUSTOMER][POSITIVE] Yeah, it's the one that has like where it breaks everything down because I, I, everyone, everyone has a, has a way to sell. I like to have that because it gives me like a breakdown of each thing and what each thing costs in order to how do we get to this price we get to this price because this and this and this and this and this equal this cost. So I like to have it. I like to have it. I like to send it and I always reference back to it.
[AGENT][NEUTRAL] You know,
[AGENT][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, and [PII] was thinking that the mili 9 was formatted differently, so that's why I've got to get with [PII] real quick. So give me, give me just one second. I promise I won't keep you any longer. Give me just a second.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I'm done typing. I'm trying to get, I'm trying to get an IM screen up.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, that's what [PII] said. OK, OK.
[AGENT][NEUTRAL] It's a wet brochure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Does it have it broken down? OK. OK, that's.
[AGENT][POSITIVE] OK, OK, thank you, because I'm like I, I went over both of them that were out there and he's like, I don't want either one of those and I was like, OK, OK, thank you so much. I appreciate it. OK.
[AGENT][POSITIVE] OK, thank you. Bye. Mhm.
[AGENT][POSITIVE] OK, OK, thank you, bye.
[AGENT][NEUTRAL] OK, so I talked to about.
[CUSTOMER][NEUTRAL] Yes, and she was wait a second, OK.
[AGENT][NEUTRAL] Sorry, OK.
[AGENT][NEUTRAL] I talked to [PII], and she said that the Medlik 9 brochure has been completely reformatted from the Medlik select and so it won't have it broken down like it has in the past.
[CUSTOMER][NEUTRAL] It won't have it broken down like it has like it has in the past.
[AGENT][NEUTRAL] Mhm, yeah, it's been completely reformatted and [PII] said like everything's kind of lumped in in that outpatient area but they don't have it broken out with the writers and stuff like they used to on the med med link select. It's completely formatted and we can't, we can't provide it in that format.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII] and [PII].
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] So now what?
[AGENT][NEUTRAL] Um, I don't, [PII] said that if that doesn't work, she said to contact um.
[AGENT][NEUTRAL] NAS, uh, national agency and um discuss that with them.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] But where, but where is the, but where is the where's the actual proposal though? The actual proposal that exists is where?
[AGENT][NEUTRAL] The actual proposal for, what do you mean?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What do you have a proposal for that product or not?
[AGENT][NEUTRAL] Yeah, we have, you want the proposal for the men like 9, like the brochure proposal? OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Every, every, uh, every time a group comes up for renewal, is it not that there is a proposal that is placed.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For each group.
[AGENT][NEUTRAL] Yes, we do, we submit the paperwork for the proposal, yes, correct.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Perfect. Where is that proposal?
[AGENT][NEUTRAL] That's what I was asking about a while ago. The only thing I have out here, hang on just a second, let me get it.
[AGENT][NEUTRAL] Is the one that shows the plan design from last year.
[AGENT][NEUTRAL] Hold on just one second.
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] proposal.
[AGENT][NEUTRAL] So the thing I have here is the proposal that we have out here with that that shows the Medli 9 for the group and it has the 8000 shows, you know, the, the plan, the 8000.
[AGENT][NEUTRAL] Maximum calendar year and then it has the rates on it outpatient says outpatient sickness and all of that and it kind of has like a breakdown at like 9 and it says inpatient outpatient limitations and termination of coverage that's what's out there. It doesn't have it broken down. I think the way that you're winning it from what it sounds like.
[CUSTOMER][NEUTRAL] Give me a second.
[AGENT][NEUTRAL] OK, there's like a whole box in the middle that has the outpatient stuff all lumped together.
[CUSTOMER][NEUTRAL] So the one that you're talking about is a 2 pager.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, that says s summary of group supplemental medical expense insurance. It says plan one in the front and it has uh.
[CUSTOMER][NEUTRAL] And at the bottom of that very first page where it has the rates at the bottom, is that what you're referring to?
[AGENT][NEUTRAL] Mhm. Yes, plan one, yes, it has the plan description, uh-huh, yes.
[CUSTOMER][NEUTRAL] Alright, email it to me now. Let me see it first before I let you go.
[AGENT][POSITIVE] OK, yeah, no problem. I was actually gonna do that. I was gonna ask you can make it.
[CUSTOMER][NEUTRAL] Let me, let me see, let me see what, let me see what what you're talking about and then we'll, we'll go from there.
[AGENT][NEUTRAL] Make sure we're on the same page, yeah, just one second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No one told me that the that the that summary changed. Um, I had no idea.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I just been out.
[CUSTOMER][NEUTRAL] OK, we're talking about the same thing.
[AGENT][POSITIVE] Are we? OK. OK, good.
[CUSTOMER][POSITIVE] All right. I'll, I'll use, I'll use, I'll use this.
[AGENT][POSITIVE] OK, sorry, that's all we have. I wish we could reformat it for you.
[CUSTOMER][NEUTRAL] Not a problem. No, no, no, no, no.
[CUSTOMER][NEUTRAL] I get it. I get it. It's not, it's not what I'm used to, um, and, and I mean that in the best of ways. Uh, it's not what I'm used to because it doesn't have the breakdown to get to the rate, but whatever. If it's changed or if it's not the same anymore, then I, I guess, you know, I can't keep asking for something that doesn't exist.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Right, yeah, change to change things on it from time to time and then that's what we have to use. So sorry it doesn't meet what you need, but yeah, was there anything else that you needed?
[CUSTOMER][NEUTRAL] OK, fair enough.
[CUSTOMER][POSITIVE] No, no, no, no, no, no, I mean it's gonna meet the need. I, I just, I, it's not, it's, it's not what I, I'm accustomed to having to, to selling that product, but whatever, I'll, I'll make, I'll make do, I'll make do.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] OK, perfect. Sorry for this sorry it took me so long to get you an answer.
[CUSTOMER][POSITIVE] No, you're good. Thank you.
[AGENT][NEUTRAL] I apologize.
[AGENT][POSITIVE] Thank you. You have a good day. Uh bye bye.
[CUSTOMER][NEUTRAL] All right bye bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks bye bye.