AccountId: 011433970860
ContactId: 2cc0a136-dbad-4e87-9bd9-317bc0a717c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 534419 ms
Total Talk Time (AGENT): 158341 ms
Total Talk Time (CUSTOMER): 200344 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/2cc0a136-dbad-4e87-9bd9-317bc0a717c8_20250604T18:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good afternoon, [PII]. [PII], I have, uh, hi, I have a group, um, that I'm competing against, you know, another agent for, and I'm recommending a gap insurance inpatient of 5000.
[AGENT][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] An outpatient of 4000. Now I do have the gap grid pricing, but I don't think it I don't think it gives you the ability to do that. Like I see 5000, 5000, and then I see 5,002,500. How do I come up with a price if I needed like a 54?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So it doesn't give you a 54 option when you're trying to do it through the are you using the APL quote thing online is that what you're using?
[CUSTOMER][NEUTRAL] I'm just, I'm just.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] No, I'm just using the I printed out all the paper that you guys sent out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hang on just a second, let me.
[CUSTOMER][NEUTRAL] The first one that I printed out is the one where um they're the same in other words, you know, 2000, 2000, 2100, 2100, you know, that kind of thing so that's the first one that I have. The second one that I have is um and then it's like 50% so you got a 2000, 1000 kind of thing that's the second pricing grid. The third pricing grid I have, I don't even know what this is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, this is something else.
[CUSTOMER][NEUTRAL] But this one went to [PII], so I guess I don't know if these are still, I guess they're still good [PII].
[AGENT][NEUTRAL] Yeah, there should be. Let's see. OK, so you're saying on there you don't have a pricing grid for 5000, 4000.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know.
[AGENT][NEUTRAL] Uh, what med like plan is this?
[CUSTOMER][NEUTRAL] I guess it's the latest one, Medli 9.
[AGENT][NEUTRAL] Or gap policy.
[AGENT][NEUTRAL] 9, OK.
[CUSTOMER][POSITIVE] It's a company that that this group has a gap plan now but I'm trying to win the business from another agent so their gap plan is 2000 inpatient 750 outpatient. uh, if I win it, I'm gonna change carriers and I'm gonna change the gap.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well, if you don't have a pricing red that has it, I'm asking, I'm asking [PII] to see if we have one that has that. You may have to just submit it to us and we can see what the pricing is, but let me, I'm waiting for her to respond.
[CUSTOMER][NEUTRAL] So I see something I have here. It says inpatient benefit amount is per calendar year.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Outpatient benefit amount is per calendar year, so I don't know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, here's inpatient. I'm seeing inpatient inpatient inpatient.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Impatient inpatient.
[CUSTOMER][NEGATIVE] I don't have anything.
[CUSTOMER][NEUTRAL] This grid doesn't say anything about outpatient and only has inpatient.
[CUSTOMER][NEUTRAL] Yeah, it just has the inpatient component.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah, because on Medli 9, OK, I know the Medli 9 has all the outpatient stuff included, but hang on, she's typing. Give me just a second.
[CUSTOMER][NEUTRAL] Not the outpatient component.
[AGENT][NEUTRAL] And then you said it is for a new group?
[AGENT][NEUTRAL] Let's see, is the 5000 inpatient? OK, so you're talking about, you're trying to find the so it's 5000 inpatient, right? And 4000 outpatient?
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's what you said.
[AGENT][NEUTRAL] She's asking me some clarifying questions. Give me just a second. I typed that, but I guess.
[AGENT][NEUTRAL] You want me to clarify.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] She said he can send us a request and email but it's gonna have to go to [PII] for approval because because maybe that's not one of the options a quote to underwriting, so we'll have to go, yeah, you'll have to email it to us asking us what you're wanting us to quote, and then it's gonna have to go through that process.
[CUSTOMER][NEUTRAL] Why, why would you say it's not one of the options?
[AGENT][NEUTRAL] Well, she said he can send us a request and email, but it has to get a choice for approval to quote and then to underwriting because I guess you're saying that's not on the pricing grid, correct? I'll let her know that you have the pricing grid and that's not an option on there.
[CUSTOMER][NEUTRAL] What do you mean?
[CUSTOMER][NEUTRAL] Yeah, I, I'm just, I'm, I'm, I'm working on a whole proposal for this company, um, they're making a decision this week. I don't have time to start sending something in, um, you know, I'm just trying, it doesn't give me a 54, it just gives me a 55. I mean if that's the case then I'm just gonna change it to 55 and put it in there because I don't have the time to wait around. I mean usually I can get, you know, some type of an idea of what it costs.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Right. Well, I'm asking [PII], and that's what she said. Hang on just a second, I'm asking her.
[AGENT][NEUTRAL] So is the 55 an option on there? Does it have the rates for that? It just doesn't have the 54, the 5000, 4000? OK, OK.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[CUSTOMER][NEUTRAL] It only it only has it only has the same for in and out like 3000, 3000, 31, 31 or or another one has 50% so if you did 5000 in it has 2500 out.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That kind of thing.
[AGENT][NEUTRAL] There's just not one for a 4000 out, so you need the pricing for that, OK.
[CUSTOMER][NEUTRAL] So I was just trying
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's exactly it.
[AGENT][NEUTRAL] No, she's saying, I guess since it's uh let's see, is this not OK hang on.
[AGENT][NEUTRAL] Yeah, she's typing back. Give me just a second.
[AGENT][NEUTRAL] Correct, if it isn't on a shelf plan, we have to custom quote it and that requires him sending us an email and getting an approval, so it'd be a custom quote.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] So approval meaning I gotta send you the company information and go through the whole thing, right?
[AGENT][NEUTRAL] Just like a new group, yeah, mhm, yeah.
[CUSTOMER][NEUTRAL] Yeah, OK, no, I, I don't have time for that. I have to, I have to, I'm presenting that, you know, right away, so alright, I'm just gonna estimate it. I'm just gonna estimate it. OK, thank you, thank you.
[AGENT][NEUTRAL] Gotcha. Understandable. OK.
[AGENT][POSITIVE] OK. You're most welcome. Have a good day. You too, bye bye.
[CUSTOMER][POSITIVE] Take care bye bye.