AccountId: 011433970860
ContactId: 384ff702-8851-4ece-94ee-dbdadf099f43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344929 ms
Total Talk Time (AGENT): 179536 ms
Total Talk Time (CUSTOMER): 115240 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/384ff702-8851-4ece-94ee-dbdadf099f43_20250115T17:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ETL.
[CUSTOMER][NEUTRAL] Hi um I am the account manager of um a group that uses you guys and I just had a few questions about um one of their plans.
[AGENT][NEUTRAL] Sure, tell me the, uh, do you have a group number?
[CUSTOMER][NEUTRAL] Yeah, uh, it is, um, 18158, uh, Future Energy Solutions.
[AGENT][NEUTRAL] OK, how can I help?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] My implementation manager was wanting me to um.
[CUSTOMER][NEUTRAL] Try to clarify a little bit more how the STD rates are calculated, um, they just want me to make sure that like there's not a percentage that they're calculated based off of like anybody can get the $2000 monthly benefit.
[AGENT][NEUTRAL] Well, they, they can, but we try to, we ask that they like keep in line with, like, if they would not like with the regular percentage of what is it, 60, 66%, we try to ask them to keep in line with that. So, um, we're hoping that, you know, we don't want the insured to be basically making money being on uh disability, uh, more than what they would make.
[AGENT][NEUTRAL] Uh, in a month.
[AGENT][NEUTRAL] If they were working, does that make sense?
[AGENT][NEUTRAL] I mean they can
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] I mean, like if, if they qualify for the 2000, then that's great, but if they don't make more than 2000 normally in a normal day, you know, normal monthly uh period that we ask that they, you know, choose something lower like the 1,500,000 or the 500, so, um.
[CUSTOMER][NEUTRAL] OK, um, did you say that percentage was 60% of the monthly?
[AGENT][NEUTRAL] I think that, I think the normal um.
[AGENT][NEUTRAL] Uh, like for different states other than [PII], I think it's like a 60%, 66% that normally short term disability is based off of. Unfortunately in [PII] this plan pays only like a specific amount like the 500,000, 15, 2000 whereas like in other states they would actually get um down to the penny of that 60% so it could be like.
[AGENT][NEUTRAL] You know, $1250.47. So, um, so that's.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, so [PII]'s rules are that you don't.
[CUSTOMER][NEUTRAL] You don't have to
[CUSTOMER][NEUTRAL] Follow that percentage.
[AGENT][NEUTRAL] Um, I don't think so, but that's just what we recommend is that they, I don't know the law, but typically the laws for [PII] as far as the disability, um, but this plan was specifically written, you know, that they can choose the 2000 just as long as that doesn't exceed what they would really make in a month if they were working.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, sorry, I'm taking notes.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And is there um any way you can see if that renewal has gone through? I emailed it um sometime last week I think it was like Monday or Tuesday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, let me check.
[CUSTOMER][NEUTRAL] Well I've got you on the phone.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] And do some double duty here, get it all done at once.
[CUSTOMER][NEUTRAL] Yeah, try to get all of my, uh, all of my.
[CUSTOMER][NEUTRAL] Eggs in the basket of APL.
[AGENT][POSITIVE] Yes, I totally get it, uh.
[AGENT][NEUTRAL] Looks like we did.
[AGENT][NEUTRAL] Let me see where it is
[AGENT][NEUTRAL] It doesn't look like it's done, but
[AGENT][NEUTRAL] No, I don't see that it's done yet. Um, I do see that we did receive it, so it should be in process. Usually renewals this type of, uh, time of year, um, after 4th quarter take about 10 business days on average, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To complete
[CUSTOMER][NEUTRAL] Alright, alright.
[CUSTOMER][NEUTRAL] Um, and I'm pretty sure nothing's changing, um, they're keeping everything the same and the rates aren't changing. Um, is there any way that you could email me?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The um.
[CUSTOMER][NEUTRAL] The policies and summary of benefits for the accident disability and um.
[CUSTOMER][NEUTRAL] Uh, the med link.
[AGENT][NEUTRAL] Sure, most definitely, and where would I be sending this?
[CUSTOMER][NEUTRAL] Insurance
[CUSTOMER][NEUTRAL] Um, it would be [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At [PII]
[CUSTOMER][NEUTRAL] EB
[CUSTOMER][NEUTRAL] Employee [PII].
[AGENT][POSITIVE] Yeah, give us a little bit of time to put all of that together um if we don't have current brochures, it could be maybe tomorrow that before we could get all of them to you, um, but we will definitely work on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK awesome thank you very much you're super helpful.
[AGENT][NEUTRAL] Um, no problem, [PII], and, uh, we'll, uh, talk to you probably tomorrow.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.