AccountId: 011433970860
ContactId: 802d68d6-aeb5-4ef6-9e2f-ac416b0f93ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369239 ms
Total Talk Time (AGENT): 135171 ms
Total Talk Time (CUSTOMER): 173078 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/802d68d6-aeb5-4ef6-9e2f-ac416b0f93ce_20250218T20:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm an agent in [PII]. How are you today?
[AGENT][NEUTRAL] I'm fine, [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm doing well thank you I um I'm appointed with your company. I'll be honest that it basically I took over some groups from a gentleman who retiring and so I got appointed. I've never, I don't think I've ever asked to um quote new group and I'm trying to find out how to do that. I have a couple of groups in the um.
[CUSTOMER][NEUTRAL] Uh, 789 lives insured, um, and I'm, I'm trying to find out the process of for quoting, um, your.
[AGENT][NEUTRAL] OK, sure. I can, I can help you with that. So, uh, [PII], what I will ask you to do is we're gonna need
[AGENT][NEUTRAL] To know a couple of things one the group name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, their physical address so that we can pull the group's standard industry code classification.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] How many eligible employees they have?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We will need the major medical deductible.
[AGENT][NEGATIVE] And total out of pocket.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we will need to know if this is voluntary or employer contributory.
[CUSTOMER][NEUTRAL] OK, so I understand the terms. Is it 100% to get employer or is it 80% uh, but just kind of.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] I think on our new plan, [PII], it's 50% if I remember correctly. Florida has its own special underwriting, so let me, let me take a peek real quick so I don't tell you. I don't want to steer you wrong.
[CUSTOMER][POSITIVE] Thank you. Thank you.
[CUSTOMER][NEGATIVE] Pardon me.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Well, I'm looking and I don't see that they've outlined that. Um, I do know that on non-voluntary groups.
[AGENT][NEUTRAL] We need a minimum of 5 enrolled.
[AGENT][NEUTRAL] Um, or 70%, whichever is greater.
[CUSTOMER][NEUTRAL] OK, so in this case it'd be the 5 enrolled. OK, alright, OK, and, and are the products different or just the way we rate them between voluntary employer pay?
[AGENT][NEUTRAL] They're they're slightly different, um, the employer contributory, oh.
[AGENT][NEUTRAL] Non-voluntary found it, employer must contribute a minimum of 50%, so there we go, um.
[AGENT][NEUTRAL] The rates for the contributory plan.
[AGENT][NEUTRAL] Are lower than the voluntary.
[AGENT][POSITIVE] Because we know we're gonna get we're gonna get participation.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Sure, sure, so, but and then how about but benefits are a little bit different, so my, my thinking is, OK, I'm gonna start with volunteer because I have no idea.
[CUSTOMER][NEUTRAL] Um, what kind of participation we're looking at, you know, that kind of thing, and if we get a bunch, you know, then we can redo things and go to non-contributory. I get, well, like maybe not, uh, I guess things like that.
[AGENT][NEUTRAL] We, yeah, we underwrite each group, um.
[CUSTOMER][NEUTRAL] So, so let's, I'm, I'm, I'm gonna do voluntary just uh to with these two groups just to get it started and see how it works. So, so I send you this information and you're gonna send back to me a product or two with rates on a voluntary basis. What, what's my minimum number I need for voluntary.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Um, minimum for voluntary is 5.
[AGENT][NEUTRAL] Or 30% whichever is greater.
[CUSTOMER][NEUTRAL] OK, so again it's gonna be 5 enrolled I think. OK, alright, OK, um, OK, I think we can, we can do that and then um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so I, I, I'll get that out to you all tomorrow. Uh, do I send it to [PII]?
[AGENT][POSITIVE] Perfect. That is exactly where it needs to go to.
[CUSTOMER][NEGATIVE] OK, now again here you're, you're gonna hear my ignorance right now. Do you guys offer like cancer policies, accident, things like that?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We do.
[CUSTOMER][NEUTRAL] And kind of the same rules for like voluntary.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, well, I may go ahead and get it quoted not only the gap, which is the only thing I've used with you all, but do the, the cancer and maybe accident again. I'm this is not really my side of the business I've ever done much of, but I guess I'm gonna learn on the, on the, on the go so.
[AGENT][NEUTRAL] Very similar.
[AGENT][NEUTRAL] Learn it on the fly. I get it. Um, what I would do, [PII], is when you send that email to the Florida team.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let them know that you're interested in cancer and accident and just ask for the underwriting guidelines for the um gap for the accident and for the cancer.
[CUSTOMER][POSITIVE] Thank you, that's a great idea. OK.
[CUSTOMER][NEUTRAL] Alright, I will do that. I'll get it out tomorrow and what I, I'm not holding you to it week turnaround time.
[AGENT][NEUTRAL] Uh, it's usually faster than that.
[CUSTOMER][POSITIVE] OK, alright, that's great. OK, I sure appreciate your help and I hope that we can put some more business your way so.
[AGENT][POSITIVE] Oh, I would love that [PII]. I would love that. Well, let me know if you need anything else then, OK?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] I sure will thank you for your time.
[AGENT][POSITIVE] All right. Thanks for calling EPL. You have a great afternoon.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.