AccountId: 011433970860
ContactId: a83403df-4f92-42cc-983e-092bf02c40da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246550 ms
Total Talk Time (AGENT): 122390 ms
Total Talk Time (CUSTOMER): 101762 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/a83403df-4f92-42cc-983e-092bf02c40da_20250429T19:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII] uh [PII], can you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with uh Brown and Brown Insurance. I work as a benefit coordinator. Um, I just had a couple of questions. I have a group that is currently renewing within, uh, APL, and I just wanted to know, uh, or just really had a couple of questions, um, if you could help me with, uh, nothing that, that's about it.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] The number is 181.
[CUSTOMER][NEUTRAL] 9.
[AGENT][NEUTRAL] OK, one more time. I'm sorry, you're it, I can't really hear you.
[CUSTOMER][NEUTRAL] Oh, sorry, give me one sec.
[CUSTOMER][NEUTRAL] Is that better?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, the uh, the product number is gonna be 18196.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the group should be called Point of America.
[AGENT][NEUTRAL] OK. And OK, so you had questions about the renewal, is that right?
[CUSTOMER][NEUTRAL] Yeah, just, well, more so just the uh individual employees. I just really want to know, like, um, I'm not familiar with the APL um.
[CUSTOMER][NEUTRAL] Carrier uh carrier portal, so I just wanted to know is, is it required that we manually renew each one of these employees or will it just renew as is already with their coverage intact, like not skipping a beat or do we have to go into the pro profile renew them uh individually?
[AGENT][NEUTRAL] Well, so we send out a med link letter um to for each group that has med link with us and there's a group coverage form that you can fill out and send back to us and then we can process it that way.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] Yeah, so that should have been sent out to
[AGENT][NEUTRAL] I'm assuming the agent of record, let me see.
[AGENT][NEGATIVE] There should have been some sort of communication.
[CUSTOMER][NEUTRAL] I think I
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] But as far as, um, but OK, so like just the the spreadsheet should be sent over, but as far as just like individually doing it, it shouldn't worry about that. I, they should read the group members who already have.
[AGENT][NEUTRAL] No, it looks like.
[AGENT][NEUTRAL] Yeah, it looks like somebody's already sent in the group coverage form and it has it filled out already.
[AGENT][NEUTRAL] And the [PII] team was working on it, yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK. That sounds good. Uh, sorry for wasting your time, but thank you for answering my questions.
[AGENT][NEUTRAL] No, it's OK.
[AGENT][NEUTRAL] Yeah, of course, yeah, the, the, you'll always risk each year because Medlik renewal renews each year. The broker will um receive a group coverage form and a medlink letter just basically stating.
[AGENT][NEUTRAL] You know the rates are going to increase or stay the same and then the group coverage form is just um to be filled out accordingly to who is going to renew for the next year if that makes sense. So if you have 6 people.
[AGENT][NEUTRAL] On, um, the gap plan and then those 6 people want to remain on the gap gap plan for the following year, you just fill that out, um, yeah, so it's, I mean you can I don't know how you would do it in the portal honestly um.
[AGENT][NEUTRAL] I don't think that there's an option to like move them to the next year it's really the group coverage form that indicates when we get that sent back to us.
[CUSTOMER][POSITIVE] OK, understood. Thank you.
[AGENT][POSITIVE] Yeah, yeah, of course.
[AGENT][POSITIVE] Yeah, anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright, [PII], you
[CUSTOMER][POSITIVE] Uh, no, that's it. You're perfect. Thank you, and you have yourself a great day.
[AGENT][POSITIVE] OK. OK. Yeah, you too. Enjoy your day. Bye.