AccountId: 011433970860
ContactId: 3a1fed32-1402-44db-a728-c88c7d163042
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180740 ms
Total Talk Time (AGENT): 85120 ms
Total Talk Time (CUSTOMER): 96256 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/3a1fed32-1402-44db-a728-c88c7d163042_20250109T13:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], my name is [PII] and I'm with um Reamer Insurance Group. I am calling regarding one of our groups that has, um, their gap insurance through APL, and I was wondering if you could answer a quick question for me um if I give you the policy number.
[AGENT][NEUTRAL] Sure, [PII], I'll try.
[CUSTOMER][NEUTRAL] OK, it's 226-09.
[CUSTOMER][NEUTRAL] And it's for yeah so I'm trying to set up file feeds for the group and one of the um comments that came over is the premium for this particular person is showing in our navigator system is $49.40 based on the age of [PII].
[AGENT][NEUTRAL] All right, and how can I help?
[CUSTOMER][NEUTRAL] The group has age banded rates, but it says the correct premium is 3293 based on the effective date of [PII] and the issuing age of [PII]. My question is, when an employee first enrolls, if they are under the [PII].
[CUSTOMER][NEUTRAL] Um, age bracket, does their rate always stay 3293 or does it go up once they've hit.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yeah, they're gonna retain their original issue age throughout the life of the policy.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, I never knew that. OK, that's what I needed to know.
[AGENT][NEUTRAL] Yeah, um, now that I say that, but I'm gonna throw this caveat out there. Um, the all of our versions of the gap plan prior to our latest, which is Medli 9, follow that rule. This group has one of those prior versions of coverage, but.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] At any point should they decide, you know, to maybe move to that newer contract, then that rule does change. They, they will actually age across age bands.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Anything after Metlink 9 you said?
[AGENT][NEUTRAL] Yeah, so with Medli 9 that's our, that's our newest version of the gap plan and that one has a rule that differs slightly, um, in that we will increase premium based on um.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Their ages now that being said, there's a lot of the business that it gets composite rated and so it doesn't doesn't matter.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Um, but yeah, yeah, but select meddling 4 meddling, um, Prime, any of those older versions, they, they follow the rule of agent entry.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Got it. OK, that is what I needed to know. I appreciate it.
[AGENT][NEUTRAL] You're welcome, [PII]. Anything else I can help with?
[CUSTOMER][POSITIVE] Thanks, nope, that's it have a great day.
[AGENT][POSITIVE] Alright, you do the same thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.