AccountId: 011433970860
ContactId: 7eed5020-0f5d-43b9-b30d-eb654dd2a60d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141600 ms
Total Talk Time (AGENT): 67616 ms
Total Talk Time (CUSTOMER): 66371 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/7eed5020-0f5d-43b9-b30d-eb654dd2a60d_20250319T18:46_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's [PII] and I'm calling as a broker on behalf of a group with a policy through you all. Um, I just kind of want to talk a little bit about their policy and their deductibles increasing, so just maybe what we would need to do to make sure that they're still.
[CUSTOMER][POSITIVE] Getting the same level of gap care that they need.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] Yep it is 15635.
[CUSTOMER][NEUTRAL] For underground specialists.
[AGENT][NEUTRAL] All right, and which agency are you with?
[CUSTOMER][NEUTRAL] I'm with Kirby Industries.
[AGENT][NEUTRAL] Herbie, OK, perfect. And OK, what information were you needing?
[CUSTOMER][NEUTRAL] Sure, so they currently on their base plan that I think they wrote this in the intention of have a $7500 deductible that's increasing to $9000. So on the renewal call today, you know, they were kind of freaking out that we need to increase the APL. Could you just walk me through a little if that's accurate or what that process would look like?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So they're wanting to match their new uh group plan for their um gap policy like their, their deductible went up on their major medical, is that what you're saying?
[CUSTOMER][POSITIVE] Yes, exactly.
[AGENT][NEUTRAL] OK, OK, so I mean if they want to do that, if they want to increase their plan, then yeah, so we would just need a copy let's see, is it because the renewal, I guess it comes up April it looks like, um, during the renewal process, yeah, so if they wanna match that current rate we need a copy of the plan, uh, showing what the new deductible or out of pocket amounts are.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Um, and then we can submit that, um, through our underwriting and see, you know, what those rates would look like on for the new plan.
[AGENT][NEUTRAL] For the new plan amounts.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Great, so I sent that already. I just got a kick back that was, you know, we, we received it, so I was like, oh great, the number I'll call, um, so that is great. I already sent over that new SBC, but I sent it to sales. Is there a better email inbox that I should be sending this to?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah. Yeah.
[AGENT][NEUTRAL] No, it comes to our sales team if you send it to [PII] that comes to our team, um, and then our team works at, um, mhm.
[CUSTOMER][POSITIVE] All right, well that is easy enough, so thank you again for just confirming that I sent it to the right place and I'll just wait to see what they say.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, yeah, sounds good. Is there anything else?
[CUSTOMER][POSITIVE] That's it. Have a great rest of your day.
[AGENT][POSITIVE] You too [PII]. Thanks for calling [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] You too