AccountId: 011433970860
ContactId: 8fe1a398-1d1c-4a9f-9b15-08aaafeeaff5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401760 ms
Total Talk Time (AGENT): 225869 ms
Total Talk Time (CUSTOMER): 185307 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/8fe1a398-1d1c-4a9f-9b15-08aaafeeaff5_20250604T20:39_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the care team. I have a quick question for you regarding group number 15966.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me pull that up. Give me just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 159, did you say 66?
[CUSTOMER][NEUTRAL] Yes, Vusia County Law Library.
[AGENT][NEUTRAL] OK, sorry, I wrote it down and can't even read my own handwriting. Sorry. OK, yes, I got it pulled up. How can I help you?
[CUSTOMER][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.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, we won't, 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, but 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.
[CUSTOMER][NEUTRAL] OK, yeah, cause he got, he got a.
[CUSTOMER][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.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, yeah, yeah, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][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.
[CUSTOMER][POSITIVE] Yeah I can send them over.
[CUSTOMER][NEUTRAL] OK, and he is verified and everything.
[AGENT][NEUTRAL] And who is it?
[AGENT][NEUTRAL] What's his name?
[CUSTOMER][NEUTRAL] Uh, I'm speaking to [PII], and I'm not even gonna try that last name.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][POSITIVE] OK, you're good. You're fine, go ahead.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right thank you um I'll introduce you. What's your name one more time?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK, give me one moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], are you still on the line? I am still here.
[CUSTOMER][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. I appreciate your time and your help.
[CUSTOMER][POSITIVE] Hey, any time, thank you for calling APL.
[CUSTOMER][POSITIVE] All righty.
[AGENT][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 I renew. Is that correct? Mhm.
[CUSTOMER][NEUTRAL] So I've got
[CUSTOMER][NEUTRAL] Yeah, well, I yeah.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yeah, I've got a letter right here and the letter said dear group administrator, your midlink uh insurance will renew on September. Uh, we have also United Healthcare which 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?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see, you so you've already submitted the renewal to us, so let me check. Hang on just a second.
[AGENT][NEUTRAL] You sent the 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 if you'd like.
[AGENT][NEUTRAL] Yeah.
[AGENT][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 second.
[CUSTOMER][NEUTRAL] Yeah I've got that in front of me, the renewal letter.
[AGENT][NEUTRAL] OK, yeah, so we sent the renewal letter out to, OK, usually goes to the agent. Have you, so you're, are you're the, you're with the group, right? You're with the employer group, you're [PII] with the employer group and so the broker, OK, so the broker is [PII], she hasn't reached out to you guys for anything.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Not yet.
[AGENT][NEUTRAL] OK, she's probably getting ready too because these renewals just went out, um.
[CUSTOMER][NEUTRAL] Now, yeah, isn't [PII] with, uh, [PII] is with also United or just with.
[AGENT][NEUTRAL] One digital.
[AGENT][NEUTRAL] She's with one digital.
[CUSTOMER][NEUTRAL] Was it [PII], it's [PII], right?
[AGENT][NEUTRAL] Yeah, [PII], yeah, yeah, she's with my digital we haven't received the renewal paperwork yet. She has it. Um, I can reach out to her and let her know that you're wanting to know about the rates, but she needs to submit the group participation form and all that information so that we can start the renewal, um, and let and see if there's gonna be a rate increase. Yeah, I can do that. That's not a problem.
[CUSTOMER][NEUTRAL] Oh, got you.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Oh good, that would be great.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK, so you can take care of it from your end and then we'll just wait on uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I'm gonna send her.
[AGENT][NEUTRAL] Yeah, I'm gonna send [PII] an email and let her know that you got to reach out to you. Do you just want her to contact? How do you want her to contact? Do you have a phone number?
[CUSTOMER][NEUTRAL] Uh, she can contact me by email.
[AGENT][NEUTRAL] OK, at the [PII].
[CUSTOMER][NEUTRAL] At [PII] and she can also call me if she wants to at [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] that's my cell phone.
[AGENT][POSITIVE] Mhm. OK, perfect. I will reach out to her and have her reach out to you, OK? Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, so she's, so she's gotta be the one to send you the renewal letter?
[AGENT][NEUTRAL] Um, she does, I mean, you can send it. Did you get the participation form and everything as well?
[CUSTOMER][NEUTRAL] I don't think I have anything yet. Let me look at my email.
[AGENT][NEUTRAL] OK, I can send that to you. I can send the I can send that to you. It's like a, it's a form that ask you like, or do you know if you're gonna be making any changes or are you keeping everything the same?
[CUSTOMER][NEUTRAL] Huh, everything is gonna be the same.
[AGENT][NEUTRAL] The same, OK, let me just look and see what's on this paper. Give me just a second.
[AGENT][NEUTRAL] OK, yeah, because it's just gonna ask about the major medical, what the inpatient out of pocket is and what the outpatient is and then like how many employees are eligible and how many people will be enrolled with those type of questions, um, generally the agent does help you with that, um, so let me try to reach out to her first just to see that way because they're the ones that usually fill that out. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, because she's still I'm sure she would, yeah, I'm sure she'd fill it all in because she's we already have the United renewal you can let her know if she hasn't received it yet we have it.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK perfect yeah let me email her and let her know that I talked to you and that you have the United Healthcare um information and that you're inquiring about the renewal for your group with APL and ask her if she can reach out to you.
[CUSTOMER][POSITIVE] Excellent thank you [PII] I appreciate it.
[AGENT][POSITIVE] All right. You're most welcome. You have a great day, OK?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] OK, thank you. All [PII]. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APL thank you bye bye.