AccountId: 011433970860
ContactId: 4dcbac2c-a38b-48e5-8788-73f765431dee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212029 ms
Total Talk Time (AGENT): 55639 ms
Total Talk Time (CUSTOMER): 119015 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/4dcbac2c-a38b-48e5-8788-73f765431dee_20250428T16:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. My name's [PII]. I'm one of your brokers in [PII]. How are you today?
[AGENT][NEUTRAL] Mhm. I'm well. How are you?
[CUSTOMER][NEUTRAL] OK, hanging in there, hanging in there. I got a question on a renewal of a group, OK, cause this is my first time doing a renewal.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, and I've got the form in front of me. Can I give you the group number?
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] OK, it's 26493.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and it's Scanship Americas.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I'm trying to fill out this form, but I got a question.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, so we've got an effect it's, it's a renewal, OK. The, the group number is there, the group name is there, the TIN number is there. OK, the effective date is [PII], renewal [PII]. So far so good. OK. The major uh the the major medical carrier is Aetna. OK. There's a total uh benefit eligible employees of 10, OK? It's a plan year.
[CUSTOMER][NEUTRAL] Major medical benefits from 625 to 526, I guess, next year.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The next thing where it says meddling plan design.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it says in hospital and outpatient.
[CUSTOMER][NEGATIVE] What is, I, I, I don't understand that. I, I, I, I have voluntary, it's not voluntary, the company's paying for it. OK? The major med deductible is 2500. The major med total out of pocket is 6000.
[CUSTOMER][NEUTRAL] Number of employees enrolled in major medical 10. number enrolled in meddling 10, it's 100% participation. What do I fill in where it says in hospital and outpatient?
[AGENT][NEUTRAL] So it's uh it's on the farthest left correct? like we're under midli gap that's just your plan, your, your plan with us. So let me make, let me see if I can find it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEGATIVE] Do you know what meddling plan that you have with us for some reason I'm not, I don't know why I'm not showing it.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Oh here it is hold on I'm sorry.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You just open it up and see what it says.
[AGENT][NEUTRAL] Uh, 7500 and 2500, 7500, 2500.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Does that sound right?
[CUSTOMER][NEUTRAL] That's what it's, I, I, that's what it should be, yeah.
[AGENT][NEUTRAL] OK, so just put that, yes, yep.
[CUSTOMER][NEUTRAL] So that's what goes in there in hospital.
[CUSTOMER][NEUTRAL] OK, and outpatient 2500 and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mark off the first box which says renewing as offered.
[AGENT][NEUTRAL] As is, yep.
[CUSTOMER][NEUTRAL] And send that in.
[AGENT][POSITIVE] Yep, just sign it at the bottom and date it and then we will put it through for you.
[CUSTOMER][POSITIVE] Super. I'm going to get that done right now. Thank you so much, [PII]. I appreciate it.
[AGENT][POSITIVE] Perfect. Of course. Yeah, I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thanks. Bye.
[CUSTOMER][NEUTRAL] OK bye.