AccountId: 011433970860
ContactId: b5d49150-1431-4ad3-baaa-709d74d77df2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199100 ms
Total Talk Time (AGENT): 45495 ms
Total Talk Time (CUSTOMER): 75233 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/b5d49150-1431-4ad3-baaa-709d74d77df2_20250505T20:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon [PII]. My name is [PII] and I'm calling from the broker office. How are you today?
[AGENT][NEUTRAL] I'm well how are you?
[CUSTOMER][POSITIVE] Doing great thank you. Happy Monday.
[AGENT][POSITIVE] Yes, happy Monday.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm calling because I have a group that is gonna renew on [PII], but I have a question about how much is covered for deductible and out of pocket like I got confused so I want to know if you can clarify for me.
[AGENT][NEUTRAL] Um, I might actually have to send you to the claims department. What group number is it?
[CUSTOMER][NEUTRAL] Uh, it is 13531777.
[AGENT][NEUTRAL] That's a, is that a policy number?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Hold on, I, I think I give you the policy number. Give me a oh wait, I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Where am I? I don't know where am I.
[CUSTOMER][NEUTRAL] Oh here.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK, the group is 19618.
[AGENT][NEUTRAL] The UAG
[CUSTOMER][NEUTRAL] Yes, construction.
[AGENT][NEUTRAL] OK, I think this is gonna be a claims question, but what is your question on the?
[CUSTOMER][NEUTRAL] So I want to know what is the maximum that APL or well the policy is covering for the group, uh, what is the maximum out of pocket for coverage.
[AGENT][NEUTRAL] It's gonna be a maximum of 2000 per covered person per calendar year for covered outpatient services.
[CUSTOMER][NEUTRAL] OK, so that's the max.
[AGENT][NEUTRAL] Mhm, yeah, because they have a 2000, 2000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and if they want to increase it, um, can we request, um, quote to see how much are the premiums gonna be or the rates?
[AGENT][NEUTRAL] Um, yeah, of course, I mean you can always let us know and we can get it like we can see if we have.
[AGENT][POSITIVE] Um, if our underwriting team can put something together to increase it, yes.
[CUSTOMER][POSITIVE] OK, got it, understood. OK, perfect thank you so much for assisting me today.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yeah, I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Me