AccountId: 011433970860
ContactId: 419d7615-0311-4c23-bcf1-3b460090eb86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325640 ms
Total Talk Time (AGENT): 118722 ms
Total Talk Time (CUSTOMER): 128032 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/419d7615-0311-4c23-bcf1-3b460090eb86_20250319T14:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, my name's [PII]. Let me give you the group number which is 24214.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Sure, it's uh [PII].
[AGENT][NEUTRAL] OK, may I have the name and the address of the group?
[CUSTOMER][NEUTRAL] Name and uh SFLRE you need the address of the group really? OK.
[AGENT][NEUTRAL] What are you the broker? Are you, um?
[CUSTOMER][NEUTRAL] With the broker, yeah.
[AGENT][NEUTRAL] We are OK so you're the broker. If you're the broker, I just need your email address.
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[AGENT][POSITIVE] OK. Thank you. And how may I assist you?
[CUSTOMER][NEUTRAL] OK, and on this particular, uh, coverage for this group, what is the age limit for the benefit for for the gap plan? I assume it's up to age [PII].
[AGENT][NEUTRAL] Um, let me check on that. Um.
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] One moment. Let me get the list of the ages for product, OK?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK, um, it is saying here that it is
[AGENT][NEUTRAL] H 70, um.
[CUSTOMER][NEUTRAL] Well, OK, so let me give you some more information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, they have United Healthcare and the way United Healthcare does it.
[CUSTOMER][NEUTRAL] I it's age [PII] at the end of the event year. So the one in question I'm looking at has a birthday in September, which means they turned [PII] in September, but they will, they could have the medical coverage until [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So will APL still be active for that person up until that time?
[AGENT][NEUTRAL] OK, um, let me go ahead and check with customer service about this, and this is a um dependent.
[AGENT][NEUTRAL] Often insured? OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So they're gonna be practically dropped after [PII], correct? from the major medical.
[CUSTOMER][NEUTRAL] Well that's what that's what United's going to do, OK, so, uh, I mean, I mean that we're, we're literally going through open enrollment now, OK, but, um, you know, the question was when this, when the child turns [PII] in in September, what will happen? Well, with United, um, you know she could still be on the plane at least until the end of December, OK? I just wanna make sure APL is is the same otherwise that's a problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. No, more than likely it's gonna be the same. I have heard about this before and usually whenever they are out of the major medical, they're out of uh the secondary with MetLink.
[AGENT][NEUTRAL] So more
[CUSTOMER][NEUTRAL] OK, so you're gonna go, you're gonna coincide with what the major medical does.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, alright, if you're confident about that, I'll, I'll, I'll go with it unless you wanna check.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, I can check, but I'm sure that, that's, that's correct because I know if they're not in the major medical for any reason, they cannot have the met link and it has to be the same major medical as the whole group.
[AGENT][NEUTRAL] It can be a different major medical. Mhm.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] OK, OK, well that, that makes sense it's probably good because every insurance carrier does it differently, so.
[AGENT][POSITIVE] Correct, yes, yeah, that's correct, yeah, and that's why we just go ahead and follow what they do.
[CUSTOMER][POSITIVE] I see. Well, that's smart. That's smart. OK, well, that's what I needed to, uh, confirm. I appreciate your time today.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. I appreciate the help. Thank you so much.
[AGENT][NEUTRAL] You're welcome. I'm, I'm sorry, I'm under the weather. I sound a little bit goofy.
[CUSTOMER][NEUTRAL] Oh jeez, I hope you feel better. Oh.
[AGENT][POSITIVE] Thank you, it's OK, no problem.
[CUSTOMER][POSITIVE] Yeah, get plenty, get, get plenty of sleep, drink plenty of fluids, you know, rest up.
[AGENT][NEUTRAL] Yeah, uh, it's kind of hard on the phone, but I'll try after.
[CUSTOMER][NEUTRAL] All right, bye now.
[AGENT][POSITIVE] Yeah have a good day.