AccountId: 011433970860
ContactId: 7b62eb01-d5cb-4098-b716-b373111ae905
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1049890 ms
Total Talk Time (AGENT): 554200 ms
Total Talk Time (CUSTOMER): 473883 ms
Interruptions: 18
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/7b62eb01-d5cb-4098-b716-b373111ae905_20250610T19:55_UTC.wav
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[AGENT][NEUTRAL] [PII], how may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I was actually just talking to [PII], I believe, and we got disconnected, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a way for me to get transferred to her or?
[AGENT][NEUTRAL] Mm, it might have been [PII]. I think she's, was it recently like in the last few minutes.
[CUSTOMER][NEUTRAL] Or should I just work with you?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, I'm not sure who you were talking to then because I don't have a [PII]. We have [PII], but we've been in a meeting for the last 30 minutes, so I don't miss not have been her, so let me see if I can help you. I'm sorry. I'm not sure who you were talking to.
[CUSTOMER][NEUTRAL] Oh maybe I misunderstood her name. Maybe she said what did you say [PII]?
[AGENT][NEUTRAL] We have a tin, we have a tin, but she, she's been in a meeting for the last 30 minutes. If it was in the last 30 minutes, I don't think it was her.
[CUSTOMER][NEUTRAL] Not [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, I don't know me.
[AGENT][NEUTRAL] What were you, what were you talking? What is it about an agent account or?
[CUSTOMER][NEUTRAL] Yeah, I'm a broker so I was trying to figure out because our agent account that I used to have.
[CUSTOMER][NEUTRAL] Doesn't work anymore because it's not via the the new email logins or whatever so I was trying to figure that out and she was trying to help me but there was she was also trying to pull up my group that I was calling about because they're confused on what they need to do and how this works with their employees so I wanted my main thing was I wanted to see how to help the group but I thought well I should be able to log in and look and then I couldn't so anyhow.
[AGENT][NEUTRAL] Mhm. Right, right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's OK. What's the, do you have the group number? I can look at it real quick and tell you what we need to do, OK.
[CUSTOMER][NEUTRAL] Um, I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah it's 13275.
[AGENT][NEUTRAL] 15 let's see the ideal company.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so let's see, we've got [PII] and [PII] on here as the group contacts. They have an email address on file of Deb, it's [PII]. So they'll need to re-register on our website at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So are you, are you where you can look at the website real quick and you go out to [PII]. OK, go out to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] OK, and then on the top right it says sign in click on the sign in tab.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the next screen will come up. You wanna do create your own OSC because you're having to completely reregister everything.
[CUSTOMER][NEGATIVE] Mhm, this is where I got stuck.
[AGENT][NEUTRAL] So for you, the broker, yeah, so like just just click the broker tab real quick and I'll show you that when you go to fill this out, well don't, let's don't, let's look at the group first since that's what we're doing because I need to go verify your email address we have on file and I'll walk you through that. So on the group you'll highlight, click the group and then click click next and it'll show you. So one of the things that you have to do is not fill out any of the boxes that do not have a red asterisk only fill out the ones with red asterisks.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So they just need to fill out their group number and then that email address that they have that that [PII] that's the email address and then they'll click next and it should let them go to the next screen.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Where they'll have to put their email address back in again because there's a two factor authentication and then it'll send them a pin number and then they'll enter the pin number and then they should be that should that will set up their account and then they'll just have to log back in, get another pin number and then they should be able to get in and see all their stuff.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so I'll let [PII] know that she, that's what she will see it now for me, so, so [PII].
[AGENT][NEUTRAL] And it will be the same for you. Mhm.
[AGENT][NEUTRAL] But we need to look at your email. Mhm.
[CUSTOMER][NEUTRAL] Yeah [PII], who you have as the contact she's, she was, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A broker on this account and we work with her but we're now the current brokers myself and [PII] at Advantage Consultants Agency so we both have a log in but it's the wrong log in obviously because you guys changed something but now when I go to try to create a new one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Under agent broker it doesn't find me.
[AGENT][NEUTRAL] OK, let me go look at, let me go look at your account so this group still has that.
[AGENT][NEUTRAL] [PII], whoever was just on there, I just changed the page. So until the agent or record gets changed on that, um that'll probably be tied to her. So, OK, what is your last name? Let me pull up your account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII], yeah, it's OK, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm, I'm not. Are you an actual broker agent? Are you under an agency? OK. Why are you not coming up here? They are.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, might be, might be under our agency. I don't know.
[AGENT][NEUTRAL] OK, maybe sometimes that averages do all your commissions, your commissions go through the agency and then come to you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, you know what? Hang on a second, I think I know what. No, I'm under the agency, so that's right. OK, what agency are you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's it's Advantage Consultants Agency Inc. Advantage.
[AGENT][NEUTRAL] V10 OK.
[AGENT][POSITIVE] Advantage. I got advantage benefits advantages groups.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Advantage.
[AGENT][NEUTRAL] Hang on a second, why is that?
[AGENT][NEUTRAL] Hm, that doesn't pull up. I've got Advantage Group Ohio advantages benefits.
[AGENT][NEUTRAL] Who's another who's the agency owner who's the agency? Who's that who's that with? Do you know?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Last name?
[CUSTOMER][NEUTRAL] Um [PII] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me find, let me look him up.
[AGENT][NEUTRAL] Uh, I don't have a [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I wonder if we never actually got this put in our names because this this this is a weird situation.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The, the age
[CUSTOMER][NEUTRAL] Quick, quick story. [PII], who's listed as the agent, is actually related to [PII] via marriage, and she was going through such difficult time. She had us take over her group, um, being that we are agents as well and friends and family, so I don't know if we ever really switched it from her.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm. Mhm.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, but the group, you know, we've been working with the group full time basically now for over a year, so she's still sort of in the picture but not really doing the day to day kind of stuff for this group, so I don't know if we.
[AGENT][NEUTRAL] Mhm. OK. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you've been logging in with her, so you guys have logged in with her information because you took over her stuff so OK um.
[CUSTOMER][NEUTRAL] I I haven't ever logged in with her information. I had my own log in.
[AGENT][NEUTRAL] No, you haven't?
[AGENT][NEUTRAL] What's your, I mean, what, what?
[CUSTOMER][NEUTRAL] Yeah, [PII] and I both had our own.
[AGENT][NEUTRAL] You had your own logins, but it was probably under her she probably gave you rights under her account. Let me look at, let me look at that. What was that group number that you gave me? Sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah 13275.
[AGENT][NEUTRAL] 275 let me just back out. Let me look. I could have access to look at the old system to see what was set up. So let me see.
[CUSTOMER][POSITIVE] Oh cool.
[AGENT][NEUTRAL] We can determine.
[CUSTOMER][NEUTRAL] Yeah, you can tell we don't really deal with this very much but this group she just came back.
[AGENT][NEUTRAL] Maybe not.
[AGENT][NEUTRAL] It's OK. I mean, honestly though, you got, oh, it sounds like you guys might need to do an agent or record change if that if you guys are actually like handling it, but just FYI so.
[CUSTOMER][NEUTRAL] And that's fine.
[CUSTOMER][NEUTRAL] Yeah if we need to.
[AGENT][NEUTRAL] OK, so nothing was set up at the group level. So the group, hang on, is that right? Wait a minute. That's right. Hang on a second. No, disregard what I just said the wrong number here we go.
[AGENT][NEUTRAL] OK, let's see. So [PII] has access under the group level and [PII].
[AGENT][NEUTRAL] [PII] has access and Taro, so you do have access under the group level. So what happens? OK, so [PII], is she still the group contact? She needs to set up the group account. Once she gets her account set up, she can add you or whoever else she wants to have access.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Under the group there's a tab for managed users and she can give you guys access under the group so that you can see what you were seeing previously for the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, oh OK, OK, perfect, perfect, all right, so I will definitely have her do that. She, she sent me an email the other day asking, you know, how does someone file a claim and can we explain this a little more because I don't think people really.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Understand it um as well so I'm wondering is there a way we can get um and that's what I was gonna look at if I could look in I don't know if it's even in there or not, but like you know like something that talks about how their plan works specifically and then how they file a claim like anything like that that we could give to the employees on how this works and how they create their own account and that kind of thing because.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Let me see, uh, yeah.
[CUSTOMER][NEUTRAL] Since it's changed, I'm assuming everyone will need to create their own account, um.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Uh, yes, everybody does. Let me, I think we may have some material on that. Hang on just a second. Let me.
[AGENT][NEUTRAL] They have it for the group and they have it for the employees so give me just a second. Let me go out here and look in our marketing folder.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see what's on. My name is [PII].
[CUSTOMER][NEUTRAL] What's your name again? I'm sorry.
[CUSTOMER][POSITIVE] [PII], OK, thank you.
[AGENT][NEUTRAL] Yes, let me see what they what they have for the insured, OK.
[AGENT][NEUTRAL] Insured.
[AGENT][NEUTRAL] So see if it shows wellness claim claim de click claim it. that's drop down.
[AGENT][NEUTRAL] I think it does show.
[AGENT][NEUTRAL] claim details details.
[AGENT][NEUTRAL] You know, it shows them how to navigate once they get inside and how to set up that's what it looks like.
[AGENT][NEUTRAL] So yes, I can send you a copy of that and then there is let me see what the group one has.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Great
[AGENT][NEUTRAL] Yes, what email address do you want me to send this to you?
[CUSTOMER][NEUTRAL] Um, it's excuse me, my first initial [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah I see. OK. [PII]. OK, OK, I will send these over to you. Yeah, OK, yeah, I will get that over to you, yeah.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][POSITIVE] Cool and then is there when when someone um.
[CUSTOMER][NEUTRAL] Logs in can they submit a claim online like logging in and uploading stuff and doing all of that? OK, OK, I wasn't sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, the employees can do that, yeah, yep.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So they can upload their claims.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And then if they haven't, if they didn't give their APL card with their medical insurance card to their provider and the claim went through and they had to pay money out for whatever it was, they can still send in a claim correct to try to get reimbursed for that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, our, our policies, yeah, our, yeah, our policies can primarily pay to the customers their responsibility technically to file the claim, but a lot of times the providers will file on their behalf. So yeah, if they, if the provider didn't have their information and they can get a copy of the itemized bill with the procedure codes and all of that, they'll just need to let them know that they have a supplemental gap as this gap insurance. I didn't even want to see what they had. Hang on a second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, we'll need a copy of their health insurance explanation of benefits showing how they paid the claim and then a copy of the itemized bill from the provider that has the diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then is there a way when they upload all of that to say I've already made payments, so any reimbursement would come back to me or do you always just send it to the provider? How does that work?
[AGENT][NEUTRAL] All reimbursements go to the customer unless the provider files it on their behalf and has assignment on file.
[CUSTOMER][NEUTRAL] OK, so it should go to the OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, what did you say you're sending me again?
[AGENT][NEUTRAL] I'm gonna send you the OSC guide for groups so the group contact can set up their access and then delegate for you. She wants you to have access to the account and I'm sending the one for the insured that shows them that the group can give to their customers, um, their employees. I mean that may need access they need assistance. It's just a guide to kind of help them navigate and how to set everything up and what they can do once they get inside there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then um do you have anything regarding their their plan in general like uh this is how your plan works blah blah blah very simplified.
[AGENT][NEUTRAL] No, once they, once they log, once they log in, they can get a copy of their policy.
[CUSTOMER][NEUTRAL] Oh, can you send that to me as well, a copy of the policy? I don't know if I know, OK.
[AGENT][NEUTRAL] No, no, I can't. I can only send that to, I can send a copy of the master policy to um the agent on record. The customer, once they log in, they can download a copy of their own personal policy.
[CUSTOMER][NEUTRAL] OK I wonder if I have.
[CUSTOMER][NEUTRAL] Oh, I don't know. I have to go back and look if I do have a cop. I don't know if I do or not.
[CUSTOMER][NEUTRAL] Yeah, this is when we took over this group it it was so crazy. You have no idea to get they had so many pieces parts we're like what is going on with this group and this was just one piece of it that we never really.
[CUSTOMER][POSITIVE] Figured out for them, you know what I mean like we, we got it set up but then was like there were no questions so we never really had to delve into it again, um, but now there's some questions so I'm like all right well it's time to figure this out.
[AGENT][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] Yeah, yeah, yes, mhm.
[CUSTOMER][NEUTRAL] So, all right, so I'll.
[CUSTOMER][NEUTRAL] I'll get back to [PII]. I'll, I'll, um, once I get that guide from you I'll send that over to her so she can get her account redone and get us added um now you did say should we, I mean we'll, we'll talk to [PII] on how we wanna do the agent of record thing, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And see if she wants us to be agent of record now on this policy or just leave it as her for now I'm not sure but that's something we can talk to her about internally.
[AGENT][NEUTRAL] Yeah but definitely since she's on there, everything is kind of tied to her so if she wants you guys to take that over, you guys will have to be appointed with us and all that stuff so yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, we'd have to be appointed. OK, the right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She'll have to, we'll have to do agent record change and then you guys have to be appointed, send in your ENO certificate and all that stuff and fill out our agent appointment form and all that, yes, yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] All that, all that stuff maybe that's why we didn't do that initially because there was so much going on we just said we'll just leave it under [PII] for now. I don't know.
[AGENT][NEUTRAL] Yeah, gotcha.
[AGENT][NEUTRAL] Makes sense. Yeah, yeah, that happens.
[CUSTOMER][POSITIVE] Oh my gosh. OK. All right, cool. Well, thank you for your help. Let me see, did you send that email to me already?
[AGENT][NEUTRAL] I just hit send. I just hit send, yeah.
[CUSTOMER][NEUTRAL] Alright, let me see if I got that. Hold on.
[CUSTOMER][NEUTRAL] Doesn't look like I got it yet.
[AGENT][NEUTRAL] It may take a second. I think it's got attachments on there.
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][NEUTRAL] Why do some things go through so quick another oh here it is OK.
[CUSTOMER][NEUTRAL] Let me just make sure I can pull this up.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Awesome, thank you, [PII], you have been a wonderful help I greatly appreciate it.
[AGENT][POSITIVE] Yeah, you're most welcome.
[AGENT][POSITIVE] Um, I'm glad, glad to help.
[AGENT][NEUTRAL] Is there anything else, anything else I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] I think that's it for now. I think we're we're good so thank you so much alright have a good one.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yeah, you're most welcome. You have a good evening. You too. Thanks. Bye.
[CUSTOMER][NEUTRAL] All right. Bye-bye.