AccountId: 011433970860
ContactId: 195dbe3e-c5c2-4c7b-84cc-d3d3be052b9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316059 ms
Total Talk Time (AGENT): 104727 ms
Total Talk Time (CUSTOMER): 87922 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/195dbe3e-c5c2-4c7b-84cc-d3d3be052b9e_20250528T19:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII], and we uh just got a, a BOR for one of your groups called um Euro Optic.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um we're setting up, they're going through open enrollment soon and we're setting up the uh employee navigator to help them with enrollment. And we had a question on the critical illness rates.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So are your plans, um, we, we did get a flyer that has all the rates, um, like nicotine, you know, there's, there's 3 different plans that they offer plan 12, and 3, and there's nicotine and non-nicotine. Um, are, are, are your rates generally, are they issue age or do they, you know, attained ages, as they get older, do they change each year?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, let me put you on a brief hold and let me check on that for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Or are they.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] What you
[AGENT][NEUTRAL] OK, so I have to look at this group and see what they have on their plan.
[AGENT][NEUTRAL] I mean
[AGENT][NEUTRAL] That I believe
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Issued age? OK perfect.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, based on the proposal that you guys um had it's gonna be on issued age.
[CUSTOMER][NEUTRAL] OK, um, so I'll throw you a curveball then, so if, if someone buys plan one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they're, they're [PII] old and then a few years later they buy plan 2.
[CUSTOMER][NEUTRAL] And they're [PII] old. Is it a blended rate then, or does it go?
[CUSTOMER][NEUTRAL] To the new
[AGENT][NEUTRAL] I believe it will go to a new one at the new age, but let me put you on a brief hold and just double check that, OK?
[CUSTOMER][NEUTRAL] Yeah, it's one that's one of the questions employee navigators asking him.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, we've never come across that before, so, OK.
[AGENT][POSITIVE] Yeah, absolutely, give me one second.
[CUSTOMER][POSITIVE] Yep thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] He wants to know if uh if someone selects plan one and they're [PII] and then goes to plan 2 and they're [PII], what's the rate? And I said, I think it's the new rate, but let me check.
[AGENT][NEUTRAL] OK, but what if so that it would go to the the age they are to that day they select it.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have individual coverage.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Great, thank you for letting me know.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][POSITIVE] I am yep.
[AGENT][NEUTRAL] OK, perfect. So it would go to since it's the higher coverage and it's um the person's at a higher age, it would go to the new rate that it is. It wouldn't be a blended rate.
[CUSTOMER][NEUTRAL] Yep, OK, that's what I thought, but.
[AGENT][NEUTRAL] And then if they, they also add, if they add any spouses later on or children, it would also go to the age that they are at at the time they add and then the rate that it would be for that.
[CUSTOMER][POSITIVE] Yeah, OK, sounds good.
[AGENT][POSITIVE] OK, sounds great. Let us know if you need anything else.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Yup, bye-bye.