AccountId: 011433970860
ContactId: 4dc0cd53-f3fe-4c2e-a3f3-17dcbf2d82fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328299 ms
Total Talk Time (AGENT): 160795 ms
Total Talk Time (CUSTOMER): 187435 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/4dc0cd53-f3fe-4c2e-a3f3-17dcbf2d82fa_20250303T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name's [PII]. I'm with uh Hub International, uh, our [PII] office. How are you?
[AGENT][NEUTRAL] Uh-huh. Fine, how are you?
[CUSTOMER][NEUTRAL] I'm good. um, hey, I was giving you a quick call. I have a, a client of mine that's coming up on renewal and um they currently have a gap policy with, with APL. Um, I took this account over from a former producer of ours. Her name was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we have not been able to obtain any policy information or anything on this um we do have the renewal letter that's how I got the 1-800 number um but we haven't been receiving anything and I was wanting to do a policy review on this product, um, since this is now my group um is that something you can help me with?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] For the name of the employer.
[CUSTOMER][NEUTRAL] Let's see, the group I I have it, yeah, it's 247-57 is the group number and it's affordable carts Holdings LLC.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Let me pull it up, give me just.
[CUSTOMER][NEUTRAL] 247-57
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So did you guys send over like an AR an AOR change for this group because you said you're now the agent of record and not [PII].
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] I don't know if that ever happened.
[AGENT][NEUTRAL] OK, OK, I'm looking on, let's see, group renewal, so it's in renewal.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So I do show she's still the agent of record on here so I probably need to look in to see if we've ever gotten anything sent over on that and then so you have the renewal, the process and you're wanting what information were you wanting?
[CUSTOMER][NEUTRAL] Just the policy, um, because like, so the renewal letter basically.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All it's telling me is like the benefit max and the hospital benefit, the type outpatient, it's just like a one row of info and I'm like, I need, I need more, I need more.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, yeah.
[AGENT][NEUTRAL] I gotcha. So you want like a, you want to like the master policy that kind of breaks down everything.
[CUSTOMER][POSITIVE] Yeah that'd be great.
[AGENT][NEUTRAL] OK, OK, yeah, let me, um, let me check into this and see why, yeah.
[CUSTOMER][NEUTRAL] And you can send it to the to the group, um, you know, you can send it to [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and he'll forward it to me if that's an easier way right now, but yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, OK, and what's your email address?
[CUSTOMER][NEUTRAL] It's [PII], so [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Yeah, got it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's a good contact number for you?
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me do some research. Yeah, go ahead. Mhm.
[CUSTOMER][NEUTRAL] And then is there like a a
[CUSTOMER][NEUTRAL] Oh sorry, I didn't mean to cut you off. Um, is there like a broker contact for us like so for like future sales inquiries things like that, do we have a specific contact that you know about?
[AGENT][NEUTRAL] No, you're fine. You go, go ahead.
[AGENT][NEUTRAL] Um, I mean, if you have any questions about, you know, for APL, just come to our broker mainly what happens if people have questions they email, um, [PII]. Um, if you have any questions about the APL stuff, um, is that what you're asking?
[CUSTOMER][NEUTRAL] Yeah, just like in for I mean I I'm always wanting to just keep tabs on what providers we can work with for gap coverage because we don't have like a.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like a list of vendors like we do for like the bookcas of the world or like our ancillary partners so it's just good for me to have that info in case someone wants a quote.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Yeah, um, if you need information about the whatever group you're working on and it has to do with APL products and you can, you know, email us and we're happy to send whatever we can as far as list of providers you don't really have like a provider network with ours because it's, um, you know, we're reimbursing them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I meant like you all as like the gap providers we have like a couple that we work with but not like uh a specific list that we that like all of our producers work off of so never mind I'll I'll call in if I have questions in the future um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, OK, OK, yeah, perfect. Well, let me look into this, um, let me look into this really quick and see because if you're the new AR for this group and it's not this [PII], um, we need to figure out what we need to do for that. She's not with you guys anymore, OK, yeah, let me check on that and then see if I can send this, um, master policy to you uh with the current information we have or if I have to send it to [PII] and I'll let you know. I'll follow up with you either way.
[CUSTOMER][NEUTRAL] But yeah.
[CUSTOMER][NEGATIVE] Yeah, she's not with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so I just.
[CUSTOMER][POSITIVE] OK, yeah, that sounds good. I mean, again, just [PII] will send me whatever you you send, so no worries if you can't send it to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[AGENT][POSITIVE] No problem, and I've got his address as [PII], yeah.
[CUSTOMER][POSITIVE] All right, cool, and I'll call my team.
[CUSTOMER][POSITIVE] I'll call my team right when I get get off with you just to let them know hey this is uh something that's been outstanding and see if they can get you an AOR or something.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, yeah, perfect. That sounds good. All right. Well, we'll get this all sent over, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, cool, thank you so much.
[AGENT][POSITIVE] Thank you. Have a great day. Thanks for calling ATLJ have a great day. Mhm bye bye.
[CUSTOMER][POSITIVE] All right you too bye.