AccountId: 011433970860
ContactId: 6293c3b3-8d3d-4bd1-b06c-78c87e938527
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357350 ms
Total Talk Time (AGENT): 82348 ms
Total Talk Time (CUSTOMER): 186132 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/6293c3b3-8d3d-4bd1-b06c-78c87e938527_20250430T16:50_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII].
[CUSTOMER][NEUTRAL] Hi, I'm sorry, who am I speaking with?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], is that correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Acrosurance. I'm calling in regards to Preti Group policy 19145. Um, I tried calling [PII], who I think must be the main.
[CUSTOMER][NEUTRAL] Rep we are on a 51 renewal and the group has asked me a question. I'm not certain of the answer. I'm hoping you can help. So the question is group has two plans a high plan and a low plan.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] It's 19145.
[CUSTOMER][NEUTRAL] So while you're looking that up, the question is.
[AGENT][NEUTRAL] And it's a variety of [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] OK, I can try to help, um.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Great, um, so they have two signal plans, a high plan and a low plan. The low plan, um, the APL gap is connected or is.
[CUSTOMER][NEUTRAL] Set up to coordinate with it, you know, it has like a 6600 deductible and it goes to the out of, you know what I mean, um, gap plan is set up to match the deductible and such on the low plan. however, I.
[CUSTOMER][NEUTRAL] Um, have been asked by the group. They have somebody who took the high Cigna plan which has a much lower deductible and out of pocket [PII] Um, are they still able to keep the gap?
[AGENT][NEUTRAL] Um, I will have to take your number and pass it to [PII] or [PII] because I do not work Medlink and specifically don't work [PII]. Um, so I know they have their own group or instructions or and things. Um, they're both on lunch. Um, [PII] will be back from lunch in about, oh, actually 9 minutes. So, um, I can shoot her your phone number in teams and have her give you a call back if that's easier.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, if she would I'm getting ready to go on to.
[CUSTOMER][NEUTRAL] So if she could give me about a half hour, well 20 minutes, let's say after [PII], does that work?
[AGENT][POSITIVE] Perfect. And you're [PII]?
[CUSTOMER][NEUTRAL] Yes, you could give her the questions so she can like maybe even just send me an email if she needs to, but actually I wouldn't mind getting it in writing so she could email me the answer to 770 my gosh, I'm giving you my phone number to [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And realistically, I'm pretty sure she's probably gonna still call you first. Um, she's probably gonna have you email me email her first. Um.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Oh well, if that's the case.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Hang on, uh, I don't know if I have her email address. Let me just start an email for her then. Give me a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEGATIVE] Dude, I just lost this APL.
[CUSTOMER][NEUTRAL] Oh, hang on one second. I potentially might.
[CUSTOMER][NEUTRAL] I've already gotten an answer from our.
[CUSTOMER][NEUTRAL] I'm not sure though that this is gonna answer. I wanna hear clearly, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I had reached out to the account exec I'm the account manager.
[CUSTOMER][NEUTRAL] But he's new to the group so he didn't know.
[CUSTOMER][NEUTRAL] Um, alright, one second, I just wanna, uh, I'll start an email and I'll just.
[CUSTOMER][NEUTRAL] You can just give me her email address but give me one moment to get it started.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, can you give me [PII]'s email?
[AGENT][NEUTRAL] Um, so, [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh OK I thought I was getting a direct email.
[AGENT][NEUTRAL] That email goes directly to her and [PII]. They both share that one. Like they have their own personal one, but they work on that one.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK, so I'll just put both their names on it.
[AGENT][POSITIVE] Perfect. And then they'll just write you back.
[CUSTOMER][NEUTRAL] [PII] and [PII], right?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] They handle all Florida groups.
[CUSTOMER][POSITIVE] OK, great, thank you so much.
[AGENT][POSITIVE] OK. Thank you so much.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Have a great day. Bye-bye.