AccountId: 011433970860
ContactId: 7f5ff49b-21be-4b7b-a819-5ee6ab08f4b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1719199 ms
Total Talk Time (AGENT): 590444 ms
Total Talk Time (CUSTOMER): 837019 ms
Interruptions: 11
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/7f5ff49b-21be-4b7b-a819-5ee6ab08f4b4_20250604T20:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and I work with the uh Volusia County Law Library, and the group number is 15966.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] And [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] I'm gonna give you my cell phone number since I'm I'm working off uh offline here. I'm, I've got my the library computer I'm I'm attached to it from home.
[AGENT][NEUTRAL] OK, that's OK.
[CUSTOMER][NEUTRAL] [PII], uh, let's see, [PII].
[CUSTOMER][NEUTRAL] The office phone number, just if you're checking is [PII] but I'm not there.
[AGENT][NEUTRAL] OK, and what is the address of the law library?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, and how can I help you today?
[CUSTOMER][NEUTRAL] OK, I'm looking at two things. I'm looking at the renewal says dear group administrator your Medin, uh, supplemental, uh, benefits will renew on September.
[CUSTOMER][NEUTRAL] Do you, do you know if the uh if we, let's see, uh, your current rates will change upon renewal for your current plan design please contact your broker. We can contact our broker. You don't have those numbers in yet, do you?
[CUSTOMER][NEUTRAL] This letter came in [PII].
[AGENT][NEUTRAL] Um, let me check.
[AGENT][NEUTRAL] Give me just a moment. You said it's supposed to happen on [PII], correct?
[CUSTOMER][NEUTRAL] [PII] is when it renews and um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] American public life is the gap. Am I correct?
[AGENT][NEUTRAL] Yes, the Medlink is our gap policy.
[CUSTOMER][NEUTRAL] Yes, Medin right.
[CUSTOMER][NEUTRAL] We currently pay 19,890.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, give me just one moment. And what, uh, and you want to know what the new rate will be?
[CUSTOMER][NEUTRAL] Yeah, if you have it this way we'll um we'll this way budget wise we'll have the information.
[AGENT][NEUTRAL] OK, give me one moment, let me contact someone from billing and see if I can get that if they have that information already or not, OK?
[CUSTOMER][NEUTRAL] Alright, now [PII], let me ask you one more question. The main reason I called you was.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, something apparently, uh, when the staff went to pay for, uh, this month's American Public Life.
[CUSTOMER][NEUTRAL] Something changed I think they did there's some kind of change in the uh in your computer systems to where the only email that's attached to it is mine and they uh they told um.
[CUSTOMER][NEUTRAL] They told uh the gals to uh have me call you guys up so we can get things squared away so we'd be able to pay online again so is that something you can help me with?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, um.
[AGENT][NEUTRAL] Yes, so we got as of Monday we have updated our er our uh online portal account.
[AGENT][NEUTRAL] And so um you will need to re-register so why they asked it for you is because you are the main or the primary group administrator. So when you go to [PII], uh, you will click oh go ahead.
[CUSTOMER][NEUTRAL] Hold on, let me, let me go there now can you help me through that?
[AGENT][NEUTRAL] Yeah, certainly.
[CUSTOMER][NEUTRAL] Let me uh let me go uh let me minimize this and see if we can get to that, uh, website.
[AGENT][NEUTRAL] Yeah, the primary ones are going to have to start the account and then you'll add new users like you did previously um just because we redid the site and it's all new um now the information that you had in the old portal account will transfer over um it's just you need to create a new account and since you're the primary you have to um start that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now if you wanted to change primaries, can you do that?
[AGENT][NEUTRAL] Um, I can check.
[CUSTOMER][NEUTRAL] Just curious right now we're just gonna get us over.
[AGENT][NEUTRAL] Alright, that's OK, um, I'll go ahead and check on that. Um, uh, I'll check on that while we work on this together. So are you at [PII]?
[CUSTOMER][NEUTRAL] So I get Google Chrome out.
[CUSTOMER][NEUTRAL] Uh, let me put you on speaker for a second here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so I'm going to be, uh, OK, it's gonna be on [PII].
[AGENT][POSITIVE] Secured
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][POSITIVE] Alrighty let me get there.
[CUSTOMER][NEUTRAL] Welcome to our online service center, right?
[AGENT][NEUTRAL] Uh, create a new account.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Create your OSC account.
[AGENT][POSITIVE] Yes, you'll create a new one.
[CUSTOMER][NEUTRAL] Is that uh
[CUSTOMER][NEUTRAL] OSC let me write that down.
[CUSTOMER][NEUTRAL] Which role best describes you? Is it an agent group? It's group, right?
[AGENT][POSITIVE] You'll be a group, yes.
[CUSTOMER][NEUTRAL] Or insured group OK group.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Next
[AGENT][NEUTRAL] And you only need to fill out the information that has an asterisk next to it. If it doesn't have an asterisk, it's not required. It's up to you if you wanna fill that part out.
[CUSTOMER][NEUTRAL] Oh, OK, let me just.
[CUSTOMER][NEUTRAL] They're gonna get it by the group number, so we'll go ahead and please provide an email all right email of records.
[AGENT][NEUTRAL] Yes, it would be the one that you verified with me earlier.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Complete your account set up, continue.
[CUSTOMER][NEUTRAL] Email address.
[AGENT][NEUTRAL] And you will, uh, it will ask you to verify your email. Um, you will want to click that verify email button. Uh, so enter your email and click the send verification code before you complete the password and display name.
[CUSTOMER][NEUTRAL] Alrighty, let me send the verification code.
[CUSTOMER][NEUTRAL] Then somewhere in let's see.
[AGENT][NEUTRAL] And um it should come pretty quickly and if you don't see the verification code um pretty soon, uh you'll want to check your spam.
[CUSTOMER][NEUTRAL] All right, I see something coming through.
[CUSTOMER][NEUTRAL] OK, [PII], [PII].
[CUSTOMER][NEUTRAL] And then I go back, do I go back into that website? Is that what I'm doing?
[AGENT][NEUTRAL] So you'll click that verification code, um, you'll enter the password that you would like.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And verify your email.
[CUSTOMER][NEUTRAL] So I'm
[CUSTOMER][NEUTRAL] All right, so I'm entering this verification code right here. Let me paste this in.
[CUSTOMER][NEUTRAL] All right, verify code.
[CUSTOMER][NEUTRAL] All right, change an email now. Let's see email address verified. You can now continue now I have to just make up a password. Is there anything in particular you guys want for the password?
[AGENT][NEUTRAL] No, um, and for display name we also don't have any, um.
[AGENT][NEUTRAL] Any requirements for that um moving forward you will only use your email.
[AGENT][NEUTRAL] Uh, to log in you won't need a display you won't need a username.
[AGENT][NEUTRAL] Display names though are more so for the admins to see who's in the account um it's a little bit easier to see who who all has access um.
[AGENT][NEUTRAL] But I don't think you need it I don't think a display name is required.
[CUSTOMER][NEUTRAL] All right, let's see I'm gonna put a password in here.
[CUSTOMER][NEUTRAL] Bear with me, [PII]
[CUSTOMER][NEUTRAL] 604-1.
[CUSTOMER][NEUTRAL] Given name given name surname is nothing or am I putting that in there?
[AGENT][NEUTRAL] Uh, given name, uh, if you want, you can put like, so you go by [PII] or [PII], your given name would be [PII], surname is your last name. We will need those since you're an a group administrator. We don't need your given name as long as you give first and last.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right, so [PII]
[CUSTOMER][NEUTRAL] OK, continue.
[CUSTOMER][NEUTRAL] Continue please wait all right.
[AGENT][NEUTRAL] And then what should happen next?
[CUSTOMER][POSITIVE] Let's see terms agree. I agree, you know, I'm agreeing to the terms of use. Let's see, uh, I agree to the privacy policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Save continue.
[CUSTOMER][POSITIVE] Alright, your account has been successfully created. All right, we're there. Go to dashboard.
[AGENT][POSITIVE] Great.
[AGENT][NEUTRAL] I, I believe it will make you log in one more time now because of the sec we added an extra security measure every time you log in, it will send you a verification code to verify that it's you trying to access the information um so just be aware that that's going to be something you have to do every time you log in is the verification process.
[CUSTOMER][NEUTRAL] Oops.
[CUSTOMER][NEUTRAL] Alright, let's see if I got the right password here. I'm gonna log in for it, [PII].
[AGENT][NEUTRAL] Should
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Same matrouric or send verification code.
[CUSTOMER][NEUTRAL] All right, so we're sending that back there.
[CUSTOMER][NEUTRAL] Let me get this.
[CUSTOMER][NEUTRAL] To get my email back up.
[CUSTOMER][NEUTRAL] New code is [PII].
[CUSTOMER][NEUTRAL] Copy
[CUSTOMER][NEUTRAL] Paste
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] Continue
[CUSTOMER][NEUTRAL] All right, it disappeared. OK, where did it go?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hold on, bear with me. Welcome to the online service center from your dashboard you can navigate to all your APL account information.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] Access product details, manage and register employee coverage next.
[CUSTOMER][NEUTRAL] File a claim. I don't wanna file a claim, so let me get rid of that.
[CUSTOMER][NEUTRAL] Alright, [PII]. OK, now I'm inside here it says Bush County Law Library 15966. Contact [PII]. Now I put [PII] on that other thing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's OK. We, we have, we have you as [PII], but um.
[CUSTOMER][NEUTRAL] Should I changed it?
[AGENT][NEUTRAL] We know you as [PII].
[CUSTOMER][NEUTRAL] Can you change that or is it just leave it alone?
[AGENT][NEUTRAL] Um, do you need it changed?
[CUSTOMER][NEUTRAL] No, no, no, no, I mean for you for like in the future.
[AGENT][NEUTRAL] Yeah, cause if it's showing.
[AGENT][NEGATIVE] No, it should be fine.
[CUSTOMER][NEUTRAL] Shows on here contact you.
[AGENT][NEUTRAL] Yes, and then.
[CUSTOMER][NEUTRAL] Right, and it's got the number it's got the it's got.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And then if you, uh, as you men asked earlier about if you wanted to change the primary administer um you will need to send an email with the details of who you would like as the new the new primary group administrator to uh care team.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] At [PII].
[AGENT][NEUTRAL] Uh, and to add new users you'll go to manage users and you should be able to add the emails of the people you would like to, uh, be group administrators.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, good. So let's see [PII] and then I'm sending that email and I'm gonna put in that email would like.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, whoever the director chooses to be the group administrator, right?
[AGENT][NEUTRAL] Correct, you'll need their information. I believe you'll need uh any information that changes so their contact name, email, and phone number.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, and if we need to reach out for more information, we'll be able to reach out for more information.
[CUSTOMER][NEUTRAL] Alright, well, we're not gonna get into that right now. Right now we're looking to pay the bill.
[AGENT][NEUTRAL] Right, right, I.
[CUSTOMER][NEUTRAL] OK, so under, under manage users, that's where they would go we would figure out let me pull that up manage users.
[CUSTOMER][NEUTRAL] And it's got active 0.
[CUSTOMER][NEUTRAL] So add a new user right?
[AGENT][NEUTRAL] Right, and I believe it just asked for their name and email and it will send them an email and they'll go through the process similar to what you did.
[CUSTOMER][NEUTRAL] OK, now, um.
[AGENT][NEUTRAL] I think it might be a little less lengthy.
[CUSTOMER][NEUTRAL] OK, great, I'll wait till those guys get in so we can get that squared away um where do I go to pay this bill? Let me go back to the rest of the dashboard. I'm at the dashboard.
[CUSTOMER][NEUTRAL] And um it says here you know contact your master [PII] [PII] they got the right email and they've got the right group number. Where do you pay the bill?
[AGENT][NEUTRAL] OK, go to my group.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And it should have group details and invoicing and an employees tab once you click the my group.
[CUSTOMER][NEUTRAL] OK, I'm over here with group details. [PII].
[CUSTOMER][POSITIVE] And it gives a nice thing it says then go to broker.
[CUSTOMER][NEUTRAL] But uh Medlik 9 Group Med sub coinsurance medical 5 current policies, recent activity.
[CUSTOMER][NEGATIVE] Um, group detail report, download ID cards, go to broker, but I don't see anywhere to pay this thing.
[AGENT][NEUTRAL] So when you clicked my group, you weren't able to see a tab that says invoices?
[CUSTOMER][NEUTRAL] Oh right here is invoicing let me look.
[AGENT][NEUTRAL] Yeah, you'll click invoicing.
[CUSTOMER][NEUTRAL] Due to the schedule maintenance, the ability, OK, due to the schedule maintenance, the ability to download your invoice is unavailable at this time.
[CUSTOMER][NEUTRAL] For assistance, please call our team.
[AGENT][NEUTRAL] You should be able to download it. We haven't had any issues yet, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so here's an invoice right here.
[AGENT][NEUTRAL] But you should be able to pay it, mhm.
[CUSTOMER][NEUTRAL] Alright, 638-966.
[AGENT][NEUTRAL] You'll want the number to be blue.
[CUSTOMER][NEUTRAL] It's blue, yes, so let me click on that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Action required.
[CUSTOMER][NEUTRAL] Uh, unable to find invoice you're looking for it. OK, now action required after reviewing, please submit the invoice to complete the process. So I'm submitting the invoice.
[CUSTOMER][NEUTRAL] Payment.
[CUSTOMER][NEUTRAL] Select how you would like to pay this invoice. How do we pay before? I think we used, we used our, our library checking account that ended in um.
[CUSTOMER][NEUTRAL] What was the name of that thing? Is it [PII]? I'm doing this my memory.
[AGENT][NEUTRAL] Um, it should be.
[CUSTOMER][NEUTRAL] Was it by paper check or the ACH?
[AGENT][NEUTRAL] You should be able to do it by ACH um let me see, yeah, it should be, it should have pulled over if you need to pay by check, you will um.
[CUSTOMER][NEUTRAL] Let me try it.
[CUSTOMER][NEUTRAL] No, no, no, ACH is fine. Yeah, on which day would you prefer this auto pay? Yeah, it looks like which day would you like this auto payment to be paid on 64 next, let's see what happens application error.
[AGENT][NEUTRAL] OK, OK, did it work?
[CUSTOMER][NEUTRAL] A client side exception has occurred see browser for more information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't see anything in the browser.
[AGENT][NEUTRAL] Um, go up to the top right screen or right tab where it's it might have your initials or the company initials.
[AGENT][NEUTRAL] And I believe there's something that says my profile.
[CUSTOMER][NEUTRAL] Hold on, I think I have to go hit the back button here it's not letting the online service center it says application error a client side exception has occurred. See the browser console for more information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So I can't get back.
[CUSTOMER][NEUTRAL] It won't let me go back.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, let me see what's going on here.
[CUSTOMER][NEGATIVE] I won't go back.
[CUSTOMER][NEUTRAL] Stuck
[AGENT][NEUTRAL] Let me see what's going on. Give me just a second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, I am showing that your banking information did save.
[AGENT][NEUTRAL] Or I got moved over um from the old account to this one, let me see what's going on with the invoice.
[CUSTOMER][NEUTRAL] Alright, let me go back to the dashboard just let me go back to the dashboard. Let's see if it'll go back.
[CUSTOMER][NEUTRAL] I hit the back button and let me go in there so let's see what happened.
[CUSTOMER][NEUTRAL] Looks like something is going on with the uh.
[CUSTOMER][NEUTRAL] The website is uh here it is, it just came back it took a while but it came back to the dashboard let me go back to my group. Let me go back to invoicing.
[AGENT][NEUTRAL] OK, I see it.
[AGENT][NEUTRAL] I see the one for the invoice ending in 9699.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, um, it looks like it just wants you to review to make sure everything looks correct.
[AGENT][NEUTRAL] And then click submit invoice.
[CUSTOMER][NEUTRAL] Please review and submit the invoice.
[CUSTOMER][NEUTRAL] So I'm gonna hit that invoice again.
[CUSTOMER][NEUTRAL] Alright, I hit it.
[CUSTOMER][NEUTRAL] And it's
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] OK, let's see. [PII] is the action required after reviewing, please submit the invoice to complete the process.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so it looks like you just need to make sure that they, it was all correct.
[CUSTOMER][NEUTRAL] Alright, so we're looking for.
[AGENT][NEUTRAL] And then uh click submit the invoice.
[CUSTOMER][NEUTRAL] Alright, I'm gonna hit it now I'm gonna hit submit invoice.
[CUSTOMER][NEUTRAL] Payment selection ACH right? we did this before.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] And just to let you know that this.
[CUSTOMER][NEUTRAL] Um, OK, it's flashing for some reason, select payment date, it's still flashing a little bit, but it stopped hit next again.
[CUSTOMER][NEUTRAL] Confirm details ACH 19,890 payment 64, it's flashing but I'm gonna hit submit.
[CUSTOMER][NEUTRAL] And then see what happens. It's just.
[CUSTOMER][NEUTRAL] It's still flashing it says invoice submitted.
[AGENT][NEUTRAL] OK, give it just a moment and I'll check and see if it changed.
[CUSTOMER][MIXED] It just stopped flashing again, so which is good.
[AGENT][POSITIVE] Yeah, it takes up to 30 seconds um to make every to have everything load properly so when it flashes like that, all right.
[AGENT][NEUTRAL] I am showing that that invoice was submitted, um, that means that the payment is being processed once the money has been um taken out and it's been paid, it will go under the paid invoices so I am showing that it did submit properly.
[CUSTOMER][POSITIVE] Hey thank you [PII] we got that squared away and let's see return let's see invoice submitted return.
[AGENT][POSITIVE] Yeah, we did it.
[CUSTOMER][POSITIVE] I think we're good here.
[CUSTOMER][NEUTRAL] Um, what does, what does print coupon mean?
[AGENT][NEUTRAL] That's if you wanna pay by a paper check, it will send you it's not really a coupon but it has um our mailing address and it shows that it's a paper check so uh should you ever decide to start paying with a paper check, you'll print coupon instead.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Nah.
[CUSTOMER][POSITIVE] OK great listen you've helped me beautifully uh let's see so we got this all squared away I can have them do the manage users back to where they were when uh this all started, you know, before the new system came in and then um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see, the only question we have is did you find out if uh you have any new numbers for us? I see that the bill here has all the.
[CUSTOMER][NEUTRAL] Uh, last year this year's numbers for each employee, do we have anything on the renewal yet?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me check with them. I will need to call someone from billing, so, um, I'm gonna have to put you on a brief hold, OK?
[CUSTOMER][POSITIVE] No problem. Thank you.
[AGENT][NEUTRAL] Right, give me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, this is the, uh, [PII], uh, this is [PII] from the care team. I have a quick question. Um, I have a group on the line 15966.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I had a quick question. Uh, they're set to be renewed on [PII], and uh the group administrator [PII] was wanting to know if you already had what the new premiums might be, um, because they're trying to look into budgeting.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so I was just wondering if you guys had that already or if he needs to wait until September.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I wouldn't have it in billing. I would check with broker resources.
[AGENT][NEUTRAL] OK, so the broker would be the one to contact?
[CUSTOMER][NEUTRAL] Yes, check what, what, what, check, check with the sales department is still renewal, um, because we wouldn't have it yet, no, ma'am, we don't have it yet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The new premiums.
[AGENT][NEUTRAL] And I just wanna make sure did you say broker resources or he'll contact the broker?
[CUSTOMER][NEUTRAL] OK. Um, yeah, no.
[CUSTOMER][NEUTRAL] No, no, yeah, uh, contact our broker resource department.
[AGENT][NEUTRAL] Oh, our broker resource OK.
[CUSTOMER][POSITIVE] Yes, uh, yes ma'am. I'm sorry about my connection. Did you understand me? I'm sorry.
[AGENT][NEUTRAL] Yeah, so I need to con or I need to contact broker resources real quick to see if they can figure that out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, to see where the status is on it.
[AGENT][POSITIVE] All right thank you so much.
[CUSTOMER][POSITIVE] You're welcome. Have a good day, OK?
[AGENT][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with the care team. I have a quick question for you regarding group number 15966.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me pull it up, give me just one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 159, did you say 66?
[AGENT][NEUTRAL] Yes, Volusia County Law Library.
[CUSTOMER][NEUTRAL] OK, sorry, I wrote it down and can't even read my own handwriting. Sorry. OK, yes, I've got it pulled up. How can I help you?
[AGENT][NEUTRAL] OK, so they're set to renew [PII], but um I have [PII] on the line and he was wanting to know, and I've never done this before, um, he was wanting to know for budgeting purposes if we would have their new premiums or or do they need to wait until September to figure out what their new premiums will be um because he's trying to make a budget.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, we won't
[CUSTOMER][NEUTRAL] Yeah, we won't have it just yet, and, and once he goes through the renewal process, I believe that's when they'll, um, let you, let him know if there's any changes. So let me just look at something. Hang on just a second. I can talk to him if you wanna send him through with that's the only question.
[AGENT][NEUTRAL] OK, yeah, cause he got, he got a.
[AGENT][NEUTRAL] OK, yeah, because he got I think he said, and I might have misheard him because we, we set up an OSC account and we did a whole, we did a whole lot of stuff, um, but from the sound of it, I think he got a letter in the mail saying that there might be changes being made um, I don't know for sure because I don't know what that letter looks like but um.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Oh, yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah I can send them over.
[CUSTOMER][NEUTRAL] Yeah, we sent the renewal letter out in May. That's probably, yeah, I'll talk to him because I, I may have to find out because I don't think, I don't think we'll have it just yet until it goes to the renewal process to see if there's gonna be an increase, but yeah, I'll go ahead and send him over and I'll talk to him.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, and he is verified and everything.
[CUSTOMER][NEUTRAL] And who is it?
[AGENT][NEUTRAL] Uh, I'm speaking to [PII], [PII], and I'm not even gonna try that last name.
[CUSTOMER][NEUTRAL] What's his name?
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][POSITIVE] OK, you're good you're fine, go ahead.
[AGENT][POSITIVE] Alright thank you um I'll introduce you. What's your name one more time?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, give me one moment.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] [PII], are you still on the line?
[CUSTOMER][NEUTRAL] I am still here.
[AGENT][NEUTRAL] Alright I have [PII] from our broker resources um who's going to help you with uh the renewal process, OK?
[CUSTOMER][POSITIVE] Thank you, uh, [PII], thank you very much, appreciate your time and your help.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Right, any time, thank you for calling APL.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. She said you had some, yeah, this is [PII]. She said you have some questions about the rates for the for September when they renew, is that correct? Mhm. Yeah, I've got a letter right here and the letter says your group administrator, your midlink, uh, insurance will renew on September. Uh, we have also United Healthcare which.
[CUSTOMER][NEUTRAL] Just showed us their renewal so I figured maybe you'll have the same information, the same numbers as they do uh with the new renewal. So did you guys get the renewal yet?
[CUSTOMER][NEUTRAL] Let's see, you so you've already submitted the renewal to us, so let me check. Hang on just a second.
[CUSTOMER][NEUTRAL] You sent a group participation form and all that into us already?
[CUSTOMER][NEUTRAL] Oh let me see usually that's done by um one digital for us but I we could do that.
[CUSTOMER][NEUTRAL] Yeah, let me just double check and make sure we haven't gotten it because I know we sent the renewal letter out. Hold on just a second. Give me one.