AccountId: 011433970860
ContactId: 2ef18438-30bf-4cdb-b403-de6c730651ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 925719 ms
Total Talk Time (AGENT): 83910 ms
Total Talk Time (CUSTOMER): 173993 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/2025/04/22/2ef18438-30bf-4cdb-b403-de6c730651ca_20250422T20:10_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], how are you? This is [PII].
[AGENT][POSITIVE] Good, how are you doing?
[CUSTOMER][POSITIVE] I'm good thank you.
[CUSTOMER][NEUTRAL] Um, I have a, an agent on the line, OK? Um, and he's asking me a question that I'm not so sure, so I think that you probably can answer that for him, um, but he said that he's calling because he wanted to know if, um, we can offer me link with a high deductible if they have an HSA.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, let me check on that for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me put you on hold.
[CUSTOMER][NEUTRAL] OK, sure, uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] it can be.
[AGENT][NEUTRAL] Funded by
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Yeah, uh-huh.
[AGENT][NEUTRAL] OK, so, um, no, we can't, um, we can do an HSA as long as it is not funded.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, uh, OK, uh.
[CUSTOMER][NEUTRAL] As long as it's not OK, he's probably gonna have some questions about that. Is there any way I can transfer him?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure you don't have any more questions and I'll be stuck and try to call again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I don't know nothing about funding plans and doing this. I have no idea. So, um, let me go ahead and put him through. His name is [PII].
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] And he's with Asset Insurance. [PII], uh-huh.
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yeah, [PII], like [PII], just short, [PII].
[CUSTOMER][NEUTRAL] OK, and let me know when you're ready for him, OK?
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][POSITIVE] OK, thank you. Here he comes.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for Mr. [PII]. I got Ms [PII] on the line. She's in the broker resources department and she's gonna assist you with those questions, OK? OK, thank you. OK, have a good afternoon. You're welcome. All right. Thank you.
[AGENT][NEUTRAL] Hi [PII], this is [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hi, so,
[CUSTOMER][NEUTRAL] Hey [PII], I think it, it's
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] So, um, I believe the question that you had was you were wanting a med link, um, you wanted to see if there was if we could do a med link with a high deductible with the HSA correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, um, so we, um, can't do an HSA unless it's not funded.
[CUSTOMER][NEUTRAL] OK, exactly. So if the employer does not fund it, you can offer an HSA. If the employer funds it, they cannot offer the HSA.
[AGENT][NEUTRAL] So if the employer or the and if the employer or employee funded then they can't do an HSA.
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] OK, so, so bear with me because what's the sense of having an HSA if if it doesn't get funded?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, um, let me put you on a brief hold and just dig into that a little bit more, OK?
[CUSTOMER][NEUTRAL] Yeah, because, just so you know, so I was looking and it says that um it says that
[CUSTOMER][NEUTRAL] Um, it says, can you have a gap plan? I'm looking on the internet, uh, a gap plan and the HSA plan at the same time.
[CUSTOMER][NEUTRAL] Right, um, and it says a health savings account, HSA offers some of the same benefits as a gap insurance plan helping to relieve some of the burdens they out of pocket. OK, you can't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] have both a gap plan and an HSA simultaneously, right? OK. Then I went down and I said, well, can a gap plan be combined with a high deductible health plan, not an HSA, and it just says, uh, combining gap insurance with the high deductible health plan can be a costly effective alternative to offering a low deductible health plan insurance.
[AGENT][POSITIVE] Correct. Yes.
[CUSTOMER][NEUTRAL] And then it says what is a high deductible health plan. The IRS defines the the health plan with a deductible of at least.
[CUSTOMER][NEUTRAL] $1400 for an individual and $2800 for a family.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And they can go higher so it it kind of doesn't really tell me.
[AGENT][NEUTRAL] OK, are you by chance on APL's website or are
[CUSTOMER][NEUTRAL] Oh hey.
[CUSTOMER][NEUTRAL] Can I, can you hold on one second?
[AGENT][NEUTRAL] Yeah, sure. Yeah, yep.
[CUSTOMER][NEUTRAL] Can you hold on one second?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] How long should I wait on hold before I hang up?
[AGENT][NEUTRAL] It's been 10 minutes.
[AGENT][NEUTRAL] OK.