AccountId: 011433970860
ContactId: 9832d516-6dd9-407c-9295-5a04d7a5df38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 499859 ms
Total Talk Time (AGENT): 131404 ms
Total Talk Time (CUSTOMER): 232667 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/9832d516-6dd9-407c-9295-5a04d7a5df38_20250422T20:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, so this is [PII], um, with Access Insurance in [PII]. How are you?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][NEUTRAL] I'm doing well. I have a, a real quick question for you. So I, I'm just trying to sort something out in my head here on, on a plan provision. So I have a client that's on the, the med link, the select plan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right? And she has a high deductible health plan. Am I correct saying that they cannot.
[CUSTOMER][NEUTRAL] Um, offer the gap plan with a high deductible health plan.
[AGENT][NEUTRAL] Hm, OK, um.
[AGENT][NEUTRAL] Not specifically because the MetLink is designed to help with the high deductible.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is to help out with the deductibles, co-payment and car insurance.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Now, um, you said something about vision.
[CUSTOMER][NEUTRAL] Even, even if it's a
[CUSTOMER][NEUTRAL] No, no, so the high deductible health plan, they can offer the high deductible health plan and with the gap plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Correct, because that is the purpose of the gap plan, which is our secondary meddling policy is the secondary. Mhm.
[CUSTOMER][NEUTRAL] Well, I know, but it's.
[CUSTOMER][NEUTRAL] Now how is that how is that different than an HSA because I thought they couldn't offer a uh a gap plan with an HSA.
[AGENT][NEUTRAL] OK, um, let me go ahead and get you somebody in that department, OK? Um, let me have a.
[CUSTOMER][NEGATIVE] Yeah, I had called earlier today and and somebody was supposed to call me back and they never did and now I need to know the answer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Got you, got you. OK. Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Huh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a group number or you don't have a group number with us?
[CUSTOMER][NEUTRAL] I'm an agent.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, so this is for one of my clients.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it's a broker resource. OK, I got it. Thank you. One moment, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Good. How are you doing?
[AGENT][POSITIVE] I'm good thank you.
[AGENT][NEUTRAL] Um, I have a, an agent on the line, OK? Um, and he's asking me a question that I'm not so sure, so I think that you probably can answer that for him, um, but he says that he's calling because he wanted to know if um we can offer meddling with a high deductible if they have an HSA.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, let me check on that for you, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me put you on hold.
[AGENT][NEUTRAL] OK, sure. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] Yeah, uh-huh.
[CUSTOMER][NEUTRAL] OK, so, um, no, we can't, um, we can do an HSA as long as it is not funded.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Oh, OK, uh.
[AGENT][NEUTRAL] As long as it's not OK, he's probably gonna have some questions about that. Is there any way I can transfer him?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I just wanna make sure you don't have any more questions and I'll be stuck and try to call again.
[AGENT][NEUTRAL] Because I don't know nothing about funding plans and doing this. I have no idea. So, um, let me go ahead and put him through. His name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he's with Assets Insurance. [PII], uh-huh.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yeah, [PII], like [PII], just short [PII].
[AGENT][NEUTRAL] OK, and let me know when you're ready for him, OK?
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][POSITIVE] OK, thank you. Here he comes.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII]. I got Ms [PII] on the line. She's in the broker resources department and she's gonna assist you with those questions, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, have a good afternoon. You're welcome.
[CUSTOMER][NEUTRAL] All right. Thank you. Hi, [PII], this is [PII]. Hi.
[CUSTOMER][NEUTRAL] Hey yeah so I think it's it's.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] So, um, I believe the question that you had was you were wanting a med link, um, you wanted to see if there was a we could do a med link with a high deductible with the HSA correct?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, um, so we, um, can't do an HSA unless it's not funded.
[CUSTOMER][NEUTRAL] OK, exactly. So if the employer does not fund it, you can offer an HSA. If the employer funds it, they cannot offer the HSA.
[CUSTOMER][NEUTRAL] So if the employer or the and if the employer or employee fund it then they can't do an HSA.
[CUSTOMER][NEUTRAL] OK, so, so bear with me because what's the sense of having an HSA if.
[CUSTOMER][NEUTRAL] it's funded.
[CUSTOMER][NEUTRAL] Yes, um, let me put you on a brief hold and just dig into that a little bit more, OK?
[CUSTOMER][NEUTRAL] Yeah, because, just so you know, so I was looking and it says that um it says that
[CUSTOMER][NEUTRAL] Um, it says, can you have a gap plan? I'm looking on the internet, uh, a gap plan and the HSA plan at the same time.
[CUSTOMER][NEUTRAL] Right, um, and it says a health savings account HSA offers some of the same benefits as a gap insurance plan helping to relieve some of the burdens the out of pocket. OK, you can't have both a gap plan and an HSA simultaneously, right? OK. Then I went down and I said, well, can a gap plan be combined with a high deductible health plan, not an HSA.
[CUSTOMER][NEUTRAL] And it just says, uh, combining gap insurance with the high deductible health plan can be a costly effective alternative to offering a low deductible health plan insurance. And then it says what is a high deductible health plan? The IRS defines the a health plan with a deductible of at least.
[CUSTOMER][NEUTRAL] $1400 for an individual and $2800 for a family.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And they can go higher, so it, it kind of doesn't really tell me.
[CUSTOMER][NEUTRAL] OK, are you by chance on APL's website or?
[CUSTOMER][NEUTRAL] Can you hold on one second? Yep, yep.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me?