AccountId: 011433970860
ContactId: 4717e59c-f740-4561-b9fe-1f66d15e2755
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2171030 ms
Total Talk Time (AGENT): 855169 ms
Total Talk Time (CUSTOMER): 411798 ms
Interruptions: 7
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/4717e59c-f740-4561-b9fe-1f66d15e2755_20250507T17:28_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], my name is [PII]. I'm calling about a group called uh Family and Community Training.
[AGENT][NEUTRAL] OK. How can I help you?
[CUSTOMER][NEUTRAL] And, and I, I had called uh
[CUSTOMER][NEUTRAL] Uh, I think it was yesterday morning.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, seeking some information about the HI plans that had been written on this, on this account, the group number is 20939.
[AGENT][NEUTRAL] 220939.
[CUSTOMER][NEGATIVE] And I was supposed to get some feedback but nobody ever called me back so tell me what the status is and please give me some feedback.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh sorry about that. OK. OK. Let me see what's going on here.
[AGENT][NEUTRAL] OK. Family advocate family advocacy community training, is that correct?
[AGENT][POSITIVE] Great group, OK, let's see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And so what was it, what were you wanting to confirm about the, about the, the policy?
[CUSTOMER][NEUTRAL] Well, we had, we had, um, we had HI plans that I guess were previously written and they were attained age. We actually have two HI plans on this group. I don't know why, but it just happened, um, so I need to know, I need to know if they're both attained age.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or not.
[AGENT][NEUTRAL] All right, let me see what we have on here.
[CUSTOMER][NEUTRAL] Or I need to know which one is if it is just one of them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull it up in the folder and see.
[AGENT][NEUTRAL] Uh, I'm gonna put you on hold just one second, OK, while I ask so I can confirm. Alright, just one second. Thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Any rain.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Sorry about that. It looks like um [PII] said she was the one, she said she's still looking it up, but I think I found, let's see, family uh so back in.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] From one of the proposals back in [PII]. This one is the 1500 plan, which one is that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] upstairs
[AGENT][NEUTRAL] Let's see where did I go?
[AGENT][POSITIVE] Hold on just one second. I'm so sorry. It'll be, I'm gonna get an answer for you right now. Hang on, I'm sorry.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][NEUTRAL] Hey, were you, were you trying to call me?
[AGENT][NEUTRAL] OK, I found one of the proposals. Are you talking about this group or something else.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Here, I found it. Let me show you what I'm looking at. Give me just a second.
[AGENT][NEUTRAL] I found this one in the 20.
[AGENT][NEUTRAL] What am I in?
[AGENT][NEUTRAL] I think I'm in the [PII] folder [PII].
[AGENT][NEUTRAL] So I found that one which, but there's a bunch of them out here. It looks like because there you see, it looks like there's two plans. There's a HI [PII] and HI 1721. I'm like, which one's which? because.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] I saw issue age, so it's issue age not attained age, it's at the age of issue, right? That's what this one said.
[AGENT][NEUTRAL] Yeah, this one says issue age.
[AGENT][NEUTRAL] When they have like.
[AGENT][NEUTRAL] Yes, yes. Does that, do they put that on here? Yeah, right here, [PII] that goes up on [PII].
[AGENT][NEUTRAL] 20939.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Where do you see that at?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Say that again.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII] [PII]. OK, so this is your age.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, and then I don't know what this is.
[AGENT][NEUTRAL] This was [PII] on it, so I think that's too old.
[AGENT][NEUTRAL] I'm trying to I don't act like it wants to.
[AGENT][NEUTRAL] And this.
[AGENT][NEUTRAL] One is 2 serving me nuts.
[AGENT][NEUTRAL] Uh, and there's this email here from [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Did it open up for you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Well, my computers.
[AGENT][NEUTRAL] Moving slow. I thought I saw, let's see, where was I at?
[AGENT][NEUTRAL] There's a high low right here, but just when you pulled up, right?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, that's when you and then I saw this, and that's just an email.
[AGENT][NEUTRAL] [PII] talking about.
[AGENT][NEUTRAL] So I sent this template for the enrollment.
[AGENT][NEUTRAL] So about on our open enrollment we labeled the original high plan that was offered starting in [PII] as the low plan simply because it was a lower cost. The new plan that was created for the news cycle was labeled high.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So the [PII] that you looked at that says hi, she's saying that that is the, she just said that's that's the low plan.
[AGENT][NEUTRAL] So is that the HR 17, huh?
[AGENT][NEUTRAL] Low and high indicated plans selected by the employee.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I know, I know. So I was like, let me see if I can get an answer. So I guess I could tell him that the HI-17, that one is issue age, and I'm trying to find out on the HI-1721. Uh-huh.
[AGENT][NEUTRAL] Would it be on the brochure because this one has brackets on it and she's saying that this is the low plan.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] You know that
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Unless we missed it attain issue age issue age issue age uh-huh, sorry.
[AGENT][NEUTRAL] Is it the age of issue issue age doesn't change. Attained age which you attain it, then it changes.
[AGENT][NEUTRAL] OK.
[AGENT][MIXED] Goodness, confusing.
[AGENT][NEUTRAL] So what is that other one?
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] Yeah, that's what it says, and if she hasn't changed, I'm just gonna telling them both. I think they are too, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] OK, cause nobody's nobody's changed brackets.
[AGENT][NEUTRAL] Mhm, coverage for a long time. OK, yeah, like [PII] that's [PII], OK, [PII], and that's on the [PII], yeah, and then HI [PII], they've had those since [PII]. OK, I'll tell him that they are issue age. OK, thank you, bye.
[AGENT][NEUTRAL] OK, sorry that took so long. I had to grab somebody else to look at it. So based on our research, it looks to us that it's issue, it, it's issue age, not attained age, because there's people that have been on here for a really long time and they're, they haven't changed. They, you know, their premiums haven't changed. They stayed the same. So it looks from what we're reading, it looks like it's issue age.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so all of both those policies are issue age alright.
[AGENT][POSITIVE] Yes, yes, that's what we're showing.
[CUSTOMER][NEUTRAL] Which is OK. I mean, I just need an answer so I know how to fill it in.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Exactly, yeah.
[CUSTOMER][NEUTRAL] Uh, issue.
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] And it says issue age on on the proposal that I was looking at, so yes.
[CUSTOMER][NEUTRAL] Oh, does it? OK, good, couldn't find that then, um, OK, I've got another issue maybe you can help me with same time here. um, let's go to an individual it's, uh, his name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, sure, sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me get all these opened up here.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII], I've got in what product or just what's your question? OK, short term disability. OK, how can I help you? Mhm.
[CUSTOMER][NEUTRAL] OK, the short term disability.
[CUSTOMER][NEUTRAL] The question is that.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][POSITIVE] Yeah, I got you, yeah, yeah.
[CUSTOMER][NEUTRAL] Can you hear me? Alright, well, we can't find, we can't figure out.
[CUSTOMER][NEUTRAL] Premium on the bill, let me see if I can find it here real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I can't determine if it's accurate based on the on the uh.
[CUSTOMER][NEUTRAL] The brochure
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Air does.
[CUSTOMER][NEUTRAL] You've got $52 on here and we've calculated something else based on his age and.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] The plan that he chose.
[AGENT][NEUTRAL] Uh, yeah, because I show we have it set at $52 and went into effect [PII]. Um, let me pull up our billing hang on a second here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What amount did you come up with?
[AGENT][NEUTRAL] Are you selling it?
[CUSTOMER][NEUTRAL] Uh, well, we came up with something I, I think it's 5678, but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I, I'm sure I'm sure it's a calculation thing. I just don't know.
[AGENT][NEUTRAL] That's OK. Let me just, let me, let me look.
[CUSTOMER][NEUTRAL] I don't know what it is.
[CUSTOMER][NEUTRAL] I can see if I can get back into.
[CUSTOMER][NEUTRAL] Get a salary.
[CUSTOMER][NEUTRAL] Yeah, I've got a salary of 43,680.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're showing that to come out at the 56, 76 or [PII], when you came up with.
[CUSTOMER][NEUTRAL] Well, he's got option one, right? And for his age it would be $2 and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 40 cents. I'm doing it from memory.
[AGENT][NEUTRAL] Yeah, I'm trying to pull up. I don't have the rates in front of me. I was trying to like to see. Hang on just a second.
[CUSTOMER][NEUTRAL] Let me see if I can find it real quick.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And then I guess it would depend on
[AGENT][NEUTRAL] I guess what came in on his application, the salary maybe.
[CUSTOMER][NEUTRAL] Well, that could be I just, I just need to know I need to.
[AGENT][NEUTRAL] Yeah, I'm trying to, yeah, I'm trying to see if I can see what.
[AGENT][NEUTRAL] Came through so bear with me just a second. I may have to get billing on the line for this one, but let me just see what I can find.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, that's right, 240.
[AGENT][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] Take that back it should be 260.
[AGENT][POSITIVE] Sweet, OK, let me, let's see, yeah, let me see if I can get billing on the line to help us with this one because.
[AGENT][NEUTRAL] Let's see, hold on one second though, let me look at something else real quick.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] $52 OK and you said his base salary is 43,680.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Let me call [PII] and I wanna see what that we show a salary that came in on his um.
[AGENT][NEUTRAL] You know when this application came through because generally that's what it's based off of, so hold on just one second, I'll pull them on the line, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] in Broker Resources. I don't know if you can help me, but I thought I'd start with you, and if you can't, you can tell me where to go. Um, I've got a broker on the other line and he's calling about premiums on, um, do you want the policy number for the insured or do you want the group number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is he calling about the insurance premium or the whole, the whole group?
[AGENT][NEUTRAL] Yeah, yeah, no, he's calling about the insured, so it's 254.
[AGENT][NEUTRAL] 9616, the disability policy for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so he's questioning the premiums of $52. He thinks it should be more based on his salary, but I said, well, I don't know what salary was on the application that came in. Are you able to see that? Because he's saying his base salary, his base salary is $43,680. So he's thinking the premium should be like $56 and something.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see if it's out here.
[AGENT][NEUTRAL] That being on base?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, because I was trying to look.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] According to his application, it says salary 21. I don't know what that means, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this is more than likely going to be a customer service question um because I'm not I'm not really sure how this whole thing is done um but yeah um yeah this is gonna be a customer service but yeah the application any time you need to look for one of those it's under the APL administrative and then you just type in the um policy number.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, it's OK. Mhm.
[AGENT][NEUTRAL] OK, I'll call them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] APL that's administrative. I don't know if I have that APL certificate, administrative da da da da. Yeah, I guess I don't have that. I'll have to get that on my thing. I don't see that on my list of things to type into. I just have like a group and a bunch of other stuff, so, OK, I will call customer service and see if they can help me with that. I appreciate you looking at it.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you. Have a good day.
[CUSTOMER][POSITIVE] You're welcome. You too.
[CUSTOMER][NEUTRAL] Furring
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in Breer Resources. Um, I have a policy number. Can I give this to you?
[AGENT][NEUTRAL] I'm, I've got a broker on the other line. It's 254-9616.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And from [PII], it's a disability policy, and he is wanting to know, he thinks that the premium amount is incorrect. Um, he's saying that it, we're billing him for $52 that he thinks it should be higher based on his salary. I don't know if he's had a salary increase, so I was trying to determine like what was on his application at the time that he signed up, if he had a different salary amount than what he's saying.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I can look that up. Let's see.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEGATIVE] I think I just figured out how to get to the application. Oh goodness, I you know I can't do this.
[AGENT][NEUTRAL] OK, I put salary 21.
[CUSTOMER][NEUTRAL] I'm still spinning.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK. A.
[AGENT][NEUTRAL] So it's $21 an hour times 40 hours.
[CUSTOMER][NEUTRAL] He applied for 4000.
[CUSTOMER][NEGATIVE] Well, no, I can't. It's hard to read. Um.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] It looks like I pulled up.
[CUSTOMER][NEUTRAL] And it has $52 on there.
[AGENT][NEUTRAL] Uh-huh, where are you seeing that? Is that on the application?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm showing.
[AGENT][NEUTRAL] I'm showing he
[CUSTOMER][NEUTRAL] What does it say?
[CUSTOMER][NEUTRAL] Showing anywhere.
[AGENT][NEUTRAL] Because on here it says out full time. It's on the app right below where you have the name of everybody on the application, I guess that's what this, I think that's what I'm looking at [PII] has everybody on here. Maybe this isn't.
[AGENT][NEUTRAL] This might not be the disability one.
[CUSTOMER][NEUTRAL] Yeah, it's a separate app uh just pass that.
[AGENT][NEUTRAL] OK, OK, OK, so you're showing, oh it's past that. Let me go down.
[CUSTOMER][NEUTRAL] Yeah, it's on page.
[AGENT][NEUTRAL] Yeah, I'm not familiar with looking at these.
[AGENT][NEUTRAL] Hospital indemnity, life, cancer. OK. I see now how this works. OK. Heart disease, all that. Let me keep going.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm not
[CUSTOMER][NEUTRAL] Yes um
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Just
[CUSTOMER][NEUTRAL] The agent didn't sign it.
[AGENT][NEUTRAL] Here we go, application.
[AGENT][NEUTRAL] OK, da da da da. Oh, it's zeroed out. There's, I mean like there's no salary listed, so I wonder how we set the premiums. Option 1 $4000. I bet that's just to say, I bet that's not for, I don't maybe it's hard to tell that the 4 at the comma.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I, I think it's, I think it's 2.
[AGENT][NEUTRAL] You know, maybe $52. OK, he needs to send in the correct salary information if that's wrong, but then they can't change it either till.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, are they in renewal hold?
[CUSTOMER][NEUTRAL] Open enrollment.
[CUSTOMER][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Yeah, cause it looks like the group 21 of 25.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, it says renewal complete.
[AGENT][NEUTRAL] OK, so it's been completed, so they.
[CUSTOMER][NEUTRAL] Oh, but, um,
[CUSTOMER][NEUTRAL] Yeah their open enrollment was back in December, so I don't think he can change it to December of this year, can he?
[AGENT][NEUTRAL] Yeah, during open enrollment, yeah, I think it would have to be changed during open enrollment because they can't make changes during outside of OE, right, on disability, they still can't make changes, OK, unless there's a qualifying event or something. OK, well, they actually wouldn't on that anyways, that would be if they needed to enroll. OK, thank you, that helps me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much. Have a good day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You too. Thank you, [PII]. Bye.
[AGENT][NEUTRAL] Mm bye.
[AGENT][NEUTRAL] OK, sorry it took me a minute to guess. OK, I found the application for this. So his application, OK, so the disability application that was submitted it has his name on here and honestly, um, hold on, it just the other direction. It looks, I can't even tell it looks like the application here we filled this application out. I don't even see that it was signed by the agent. Um, it says option one new.
[CUSTOMER][POSITIVE] Oh great.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like the salary on here says $4000. It may be 21. I don't know if that's a comment or if that's a $2000. It's really hard to read and it says $52 for the premium out to the side.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So that he got her.
[CUSTOMER][NEUTRAL] It's $52. Let's see.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Let me see what his coverage is in our system if it shows, let's see.
[CUSTOMER][NEUTRAL] When was that application taken?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] 2024 signed on [PII].
[CUSTOMER][NEUTRAL] Um, so just last year.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] And just last year.
[AGENT][NEUTRAL] Let's see, let me look at, let me look in our system really quick at this policy.
[AGENT][NEUTRAL] 5496.
[CUSTOMER][NEUTRAL] So he would have had his benefit down at 2000 a month I guess.
[AGENT][NEUTRAL] That's what it looks like.
[CUSTOMER][NEUTRAL] So 2000 a month.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] And why did this I guess this change because he had an increase.
[CUSTOMER][NEUTRAL] At $2000 a month he would have been at $52 but now he's at.
[CUSTOMER][NEUTRAL] Whatever 43,000 so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 3680.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] 26,000.
[CUSTOMER][NEUTRAL] Those salaries up to 20218. That's what it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 2.6 equals 5678 a month and that's the premium that we calculate.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] OK, so, um, you guys evidently haven't received anything about this.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Up, uh, increasing the amount. So alright, so I'll just have to deal with it. I'll just have to deal with that, OK, um.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I'll Make the adjustment.
[CUSTOMER][NEUTRAL] Um, I have one other question about him. Do you, can you pull his accident certificate?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The actual policy certificate, yeah, give me just a second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Policy certificate trying to pull up. Give me just a second.
[AGENT][NEUTRAL] OK, I've got a policy certificate pulled up.
[CUSTOMER][NEUTRAL] Can you tell me what options he elected to get to this to get to the premium.
[CUSTOMER][NEUTRAL] 4570.
[AGENT][NEUTRAL] Let's see, so he has
[CUSTOMER][NEUTRAL] Because I've got him down for a level 4.
[AGENT][NEUTRAL] OK, let me pull this over here. Hang on just a second, let's see.
[AGENT][NEUTRAL] OK, accident individual.
[AGENT][NEUTRAL] Application so little OK 2 accidental.
[AGENT][NEUTRAL] I can. OK, hold on, let me see if it says out.
[AGENT][NEUTRAL] The policy that the level that we issued.
[AGENT][NEUTRAL] You have writers, accident income writer, hospital admission intensive care.
[AGENT][NEUTRAL] OK, one is application.
[AGENT][NEUTRAL] It shows that he has it says individual.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it has boxes on there for 123 and 4, number 2 is checked. I'm assuming that's level 2.
[AGENT][NEUTRAL] And then accidental disability income for $1000. So it's got 170 for individual accident only coverage level two.
[AGENT][NEUTRAL] And then accidental disability income added to that $1000 for 20 at $1000 or for an additional $25.
[AGENT][NEUTRAL] And then accident hospital admission of $400 which is an additional $1.80.
[AGENT][NEUTRAL] And then accidental only intensive care for an additional $1.80.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] How much is this premium? I don't have it in front of me.
[CUSTOMER][NEUTRAL] 25.
[CUSTOMER][NEUTRAL] And um.
[AGENT][NEUTRAL] 4570.
[CUSTOMER][NEUTRAL] OK, that that checks out with what's on the bill.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I guess he made it, he must have made a change.
[CUSTOMER][NEUTRAL] To level 4 this year.
[CUSTOMER][NEUTRAL] OK, well I'll have to, I'll have to handle that too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because that's not consistent with what he has right now, the accident plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's a level 2 with those writers.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Um, is that what's, is that what's illustrated on his certificate?
[AGENT][NEUTRAL] Um, let's double check. Let's see.
[CUSTOMER][NEUTRAL] Because they have like a summary page on the front of the certificate.
[AGENT][NEGATIVE] Accidental just.
[AGENT][NEUTRAL] Yeah, he's got an yes, the accidental yes, he has, he has a $1000 disability income that we were talking about, uh, for $25. He has a hospital admission benefit for $400 80s, intensive care for $600 at $1.80 and then the base premium at $1710 for the base plan that he, that's just called the base premium.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would you email that to me?
[CUSTOMER][NEUTRAL] Yeah, would you email that to me?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Email you a copy of this what he enrolled in.
[CUSTOMER][NEUTRAL] Yeah, that certificate that you were just reading off of.
[AGENT][NEUTRAL] OK, I don't know if I can send you his actual certificate, um.
[CUSTOMER][NEUTRAL] I just need that that one page that lists everything.
[AGENT][NEUTRAL] It's just snippet of that page. OK. Yeah.
[CUSTOMER][POSITIVE] Yeah, that'd be great.
[AGENT][NEUTRAL] OK, I can do the schedule on that.
[CUSTOMER][NEUTRAL] Send it then it spelled it out and we have it we have it recorded here so.
[AGENT][NEUTRAL] OK, yeah, it's also on the application that you submitted also, but yes, what email address do you have?
[AGENT][NEUTRAL] Let me make sure I have you.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, [PII]. OK.
[AGENT][NEUTRAL] Was there any other questions?
[CUSTOMER][POSITIVE] I think that's it for now. That's awesome thank you.
[AGENT][POSITIVE] OK. OK, sorry it took so long to figure it all out. OK, sounds good.
[CUSTOMER][POSITIVE] I'll give you a call back if I find anything else.
[CUSTOMER][POSITIVE] No, I'm glad I got an answer. All right, bye now.
[AGENT][POSITIVE] Yeah, you have a good day. Thanks, bye bye.