AccountId: 011433970860
ContactId: 291d113c-0490-4dab-a908-a193ae517ebb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 402820 ms
Total Talk Time (AGENT): 83715 ms
Total Talk Time (CUSTOMER): 167693 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/291d113c-0490-4dab-a908-a193ae517ebb_20250227T21:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm great, thanks for asking. I have a young lady on my line. Her name is [PII]. She's trying to see if the brokers can offer insurance in her state.
[CUSTOMER][NEUTRAL] Something you can assist her with.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, is she, is she a broke or who is like
[CUSTOMER][NEUTRAL] She, she said she works for a company and they used to have it or something to that effect cause I told her she had to go to HR of her employer, and she has a story with that. So I'm not for sure, but she wants to find a broker that can offer them that insurance in her state.
[AGENT][NEUTRAL] Mm, send her through. I don't know if.
[AGENT][NEUTRAL] Yeah, I don't know if it's gonna be that easy, but we can maybe have somebody assigned to her to like reach out to her, so yeah.
[CUSTOMER][POSITIVE] OK. OK. Thank you. I appreciate it. But, here she comes. Bye.
[AGENT][NEUTRAL] Of course, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Um, I have, I'm working for a company, and so this is a company type of question. We're based in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At one point we had gap insurance through APL, um, the Meta gap through a PEO. My question is, can my local broker, if they're appointed with APL, can they do that or can you not? I was told for a while you couldn't operate in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Does that make sense?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, um,
[AGENT][NEUTRAL] So you do have a broker though, is that what you're saying that already helps you with your major medical?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So I have somebody that helps with our major medical.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was told at one point that they were told that they couldn't get it because they were a #1, the company was based in [PII], the PEO was based in [PII].
[CUSTOMER][NEUTRAL] That was where they had it before and they're in an open marketing account.
[CUSTOMER][NEUTRAL] So the question is, if someone is appointed with with American Public Life Gap, can they offer that to their clients in [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, give me just a second, let me put you on a brief hold, OK? And what's your, um, what's your company name?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's yeah um it's Aria.
[AGENT][NEUTRAL] OK, give me just a second, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And are you still with me?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, what, um, who is your, who do you have PEO with?
[AGENT][NEUTRAL] Out of [PII]?
[CUSTOMER][NEUTRAL] They, they did have PEO out of [PII] with Oasis.
[AGENT][NEUTRAL] OK, and you don't anymore?
[CUSTOMER][NEGATIVE] And it became, right, they're not with that PEO anymore.
[AGENT][POSITIVE] Got you, yeah, we
[CUSTOMER][NEGATIVE] The company is not with a PEO.
[AGENT][NEUTRAL] OK, so we can't sell direct to [PII] for gap insurance.
[CUSTOMER][NEUTRAL] OK, so it has to go through a PEO can it go through like a payroll provider? So instead of a PEO relationship, can it be like an ASO, like a rippling or something?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And where are they based out of?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, hold on, I'll put you on a brief hold. Give me just a second.
[CUSTOMER][NEUTRAL] OK, and so you, so you have clarification and ASO uses the employers.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Federal ID number or a PEO will use the PEO's FEIN number if that makes a difference.
[AGENT][NEUTRAL] OK, so the ASO uses say the fir sorry say the first one again.
[CUSTOMER][NEUTRAL] So the ASL.
[CUSTOMER][NEUTRAL] Is using the employer's FEM federal identification number FEIN number.
[CUSTOMER][NEUTRAL] And a PEO
[CUSTOMER][NEUTRAL] The federal identification number is going to be that of the PEO, not the client.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does that make sense?
[AGENT][NEUTRAL] Yeah, give me just a sec.
[AGENT][NEUTRAL] OK, let me go see about the ASL. Give me just a second.
[CUSTOMER][NEUTRAL] Thanks. You are on hold.
[AGENT][NEUTRAL] Sorry about that. um, so the answer is no to that as well you would have to go back through the PEO to go with Oasis for us to be able to sell it.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][POSITIVE] OK, all right, back to the drawing board. thank you so much.
[AGENT][POSITIVE] OK. Of course. Have a good day.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] You too.