AccountId: 011433970860
ContactId: 3c712ddc-1a3d-4ccb-b319-6dd05e78d112
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 536429 ms
Total Talk Time (AGENT): 271903 ms
Total Talk Time (CUSTOMER): 252813 ms
Interruptions: 7
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/3c712ddc-1a3d-4ccb-b319-6dd05e78d112_20250204T19:59_UTC.wav
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[AGENT][NEUTRAL] For calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon, [PII]. My name is [PII]. I am calling from a broker's office trying to help one of our small group clients who have.
[CUSTOMER][NEGATIVE] Uh, who offer APL benefits and I know nothing about them and they're hounding me to how do I fill out this form and I don't freaking know. I don't even know what benefits they offer because nobody seems it's worth telling my team these sorts of things so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK. Do you have the name of the employer or the group number? Yeah, mhm, OK.
[CUSTOMER][POSITIVE] Um, you know, it's fun.
[CUSTOMER][NEUTRAL] Yes, ma'am. I have that group name is uh C Charnico C Z A R N I K O W sugar.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, let me see.
[CUSTOMER][NEUTRAL] And I do have a product number.
[AGENT][NEUTRAL] OK, I think, oh, I found out shear co sugar 20253, is that what you have?
[CUSTOMER][NEUTRAL] Or a plan number
[CUSTOMER][NEUTRAL] That's the one. Yes, ma'am.
[AGENT][NEUTRAL] OK, let me pull it up.
[AGENT][NEUTRAL] And which agency are you with?
[CUSTOMER][NEUTRAL] I'm with digital Insurance and this uh group yeah one digital, yeah.
[AGENT][NEUTRAL] And digital, OK.
[AGENT][NEUTRAL] Mhm. OK, perfect. OK, let's see. Let me get to the right screen here 2253. Come on, there we go. OK, I haven't pulled up. So what type of form is it that you're trying to fill out? Is it the renewal? Oh.
[CUSTOMER][NEUTRAL] Um, well, it's an APL group Medin enrollment form, so an employee enrollment form.
[AGENT][NEUTRAL] Oh, OK. Mhm, yes, yes.
[CUSTOMER][NEUTRAL] Um, is it, is it possible to get like a benefit summary for this because I just have no understanding of your products.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] They're wanting us to, you know, help them with the enrollment form, but I'm not even sure what it is that they um fully offer.
[AGENT][NEUTRAL] OK, let's see. I just, let me, yeah, I can send the error. Hold on, let me just see. I'm gonna look at this. I think it's just gap insurance.
[CUSTOMER][NEUTRAL] If you know what I mean.
[AGENT][NEUTRAL] Yeah, they just have our Medlink gap insurance so let's see.
[AGENT][NEUTRAL] Medli
[CUSTOMER][NEUTRAL] So, um, OK, so that is.
[AGENT][NEUTRAL] Plan 1250, 4000 and plan 6500. So yeah, so it's just a med like it's a gap policy is all it is, um.
[AGENT][NEUTRAL] Are you familiar with how that they reimburse for co-insurance deductible and everything, so they have to have a major medical insurance. They have to be on the major medical insurance. Uh-huh, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they do.
[CUSTOMER][NEUTRAL] OK, so, um.
[CUSTOMER][NEUTRAL] Alright, so it's gonna reimburse you said, um, but it'll only reimburse the amount that they select or do they have election options?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Well, it's gonna match with their major medical, with their major medical, what they have on their major medical for their deductible and out of pocket. Let me see if we have a plan to design out here. Give me just a second. Let me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] See if they have the brochure out here.
[AGENT][NEUTRAL] Um, the dryer.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] 24, hold on just a second. Let me go out here and see what they put on the proposal.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And I apologize, was it [PII]?
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Let me go ahead and see what we quoted, and then I can try to get the, I want to probably I'm trying to find it usually it's that here in the folder the plan information. I can get I can email that over to you guys so that you have it, but let me check something real quick.
[AGENT][NEUTRAL] Oh, there we go.
[AGENT][NEUTRAL] Let's see, 1216. This group is making a plan change with underwriting approval. Please just continue the 6500 plan and move all in all insurers to the 4000 plan effective [PII]. Uh, group only has one major medical plan. So, OK, let me see if that's what they have on here. Yeah, they do have the $4000 plan. So, OK, so it looks like they're on a $4000 out of pocket for the.
[AGENT][NEUTRAL] Inpatient and outpatient, but yes, I can where do you want me to email that plan information?
[CUSTOMER][NEUTRAL] OK, um, my, uh, my email is [PII] because I'm Polish, uh, and so it's my first initial and my last name which is [PII], another [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. OK. So [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh no, one [PII]. Yeah, I was looking at, yeah, one [PII]. OK. OK, give me just a little bit and I'll get that over to you. Did you have any other questions?
[CUSTOMER][NEUTRAL] Uh, just one [PII], yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well I do then on the enrollment form um we have an employee we've been trying to get added and I'm afraid that there's been so much s[PII] going on with um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Fourth quarter and clean up and all the rest, uh, we have an employee that we would like to add to the plan. He is not an American citizen. He has just moved here from the [PII]. His spouse is American, so I there's a, there's a citizenship question on here and given his situation, I was just curious about how we handle that.
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's a good question. I have not had that question before. I know it's something. So is, was he eligible to enroll on a major, major medical plan?
[CUSTOMER][NEUTRAL] Yes, he was, um, on my understanding is he is pending a social security number.
[AGENT][NEUTRAL] Yes, OK, OK.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So he may either he's got a green card, well, he will have a green card pending the social because my ex was British and never became a citizen, but got a social. So, you know, blah blah blah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Gotcha, gotcha. OK. Yeah, gotcha. OK. Yeah, um, I'm, I'm assuming as long as the major medical insurance takes him, we should probably as well, but let me, let me ask on that too to see if we require, um, any documentation because we may need, you know, just something showing that he's enrolled in a major medical or something like that to show that. So I will follow up on that too. What's your phone number as well?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. OK, let, yeah, go ahead, yes.
[CUSTOMER][NEUTRAL] And I have one other question, um, so the product selection he can enroll employee, employee spouse or um you know, employee children employee family that option if he picks employee family, that's gonna allow everyone to reimburse costs.
[AGENT][NEUTRAL] Mhm, mhm. Right.
[AGENT][NEUTRAL] Mhm. Yes, yes. Mhm.
[CUSTOMER][NEUTRAL] Every you know, anyone who's covered on the medical plan. OK. Are the, is, is there a premium chart? Is this like age banded or do they just have a one off, OK.
[AGENT][POSITIVE] Right. Correct.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's an age of issue I believe is how it goes. So that should be what I'll do is get the um a plan information that has the rates on it so I should have the brochure that has the rates and everything on there for it and the benefit amount so that you, you know what, what, what you're looking at as far as the premiums, yes.
[CUSTOMER][NEUTRAL] Would it
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK. Oh, that's awesome.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I really appreciate this and I will look forward to hearing back from you.
[AGENT][POSITIVE] OK, yes, absolutely. Give me just a little bit and I'll, I'll, I'll, if I run into any problems, I mean, you'll hear from me either way, but I'll get back with you with all those answers, OK?
[CUSTOMER][POSITIVE] OK, thank you. I really appreciate it. OK, bye.
[AGENT][POSITIVE] All right, uh-huh, yeah, absolutely. Talk to you soon too. Uh bye bye.
[CUSTOMER][NEUTRAL] Bye.