AccountId: 011433970860
ContactId: b682b46c-1799-4279-80cc-65020cc196ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 952919 ms
Total Talk Time (AGENT): 208038 ms
Total Talk Time (CUSTOMER): 187178 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/b682b46c-1799-4279-80cc-65020cc196ca_20250224T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was reaching out um on behalf of um.
[CUSTOMER][NEUTRAL] My employer to see if we are able to get quotes for gap plans that we would like to offer our eligible employees.
[AGENT][NEUTRAL] OK, so you're wanting some quotes for some gap plans.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, and is your group already with us or?
[CUSTOMER][NEUTRAL] We, um, I don't know how best to answer that, so I'll I'll default to your expertise. We're currently in like a PEO relationship, so they do, but we're separating from that so they do use APL for their.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That plans been offered to our team, but it's under right like that PEO's EIN and since we're separating in March we would um right we would then become on our own so I'm not sure it's kind of a little convoluted but uh that's kind of what's happening currently.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see. And what was your first name again? I'm sorry.
[CUSTOMER][NEUTRAL] And my first name is [PII].
[AGENT][POSITIVE] Alright, thank you, [PII].
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] Alright, and then [PII], what was the name of the um group or employer again?
[CUSTOMER][NEUTRAL] Uh, it's probably under [PII].
[CUSTOMER][NEUTRAL] But that's our PEO employer relationship.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I think I'm gonna need to get you over to somebody in Bar broker resources [PII], so they can go over like what's being offered um do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Alright, great, thanks, one moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], can I by chance grab the EIN number that you guys have with us right now?
[CUSTOMER][NEUTRAL] Let me see, yes, let me see if I can find that.
[AGENT][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] I was trying to search it by name, but then I thought it may be best just to try and give them as much as we can here so.
[CUSTOMER][NEUTRAL] I know, yeah, and it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let's see, I think they looked up on here.
[CUSTOMER][NEUTRAL] All right. OK. It's 26.
[CUSTOMER][NEUTRAL] 482-9552
[AGENT][POSITIVE] Alright, thank you so much. So let me try and search this here. Let's see.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. That didn't bring up anything for me, but
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I know, and I I'm, I'm like worried cause, well, not worried but it's like one of those, you know, when it's like a big conglomerate, you're like, who knows what the EIN that they use for medicals under. This is the EIN they list on like our W-2s, but I don't know if that's.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] Uh, right, the same, so I'm, I can also reach out to them to be like, hey, what? What is this under?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I tried that.
[AGENT][NEUTRAL] And for work.
[CUSTOMER][NEUTRAL] I feel like if I had an ID I, I don't use their benefits, but I'm like if I had an ID card, it might help.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And they don't because you guys don't have I'm guessing you're saying it's a large group that like they don't even have like a contact for like um products or anything like like a broker to reach out to I'm guessing or anything like that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] If they did, we would be removed from those details.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Because yeah I searched Paycheck Oasis I didn't find anything, but you said you guys are splitting from that. It's gonna be different.
[CUSTOMER][NEUTRAL] Yes, we're, we'll be quote unquote like a PEO relationship you tend to if you're not familiar because I wasn't before we started this, um, we they basically like kind of take control of all the HR and payroll items and then everything is filed under their EIN and so then when we separate we become like our own stand alone employer again.
[AGENT][NEUTRAL] I gotcha. OK. Um.
[AGENT][NEUTRAL] All right, let me see.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, I've reached out to a team member that has.
[CUSTOMER][NEUTRAL] The gap coverage and we'll see if maybe there's an ID card or something or a group plan number that she can pull from.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Oh yeah, OK.
[CUSTOMER][NEUTRAL] I have, she gave me a policy number. Would that help?
[AGENT][NEUTRAL] Let me see what that brings up. Yeah, I can check, yeah, or group number works.
[CUSTOMER][NEUTRAL] Or a group number?
[CUSTOMER][NEUTRAL] OK, the group number is 15185.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, there we go. Oasis outsourcing Holdings.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, so this is the part, this is where you guys were you you were a part of this group, but you're splitting off so you just need, yeah separate products basically under a new group identifier correct [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, alright, yeah, let's see how we do that. One second. Alright, this helps awesome. One moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] we
[AGENT][NEUTRAL] Currently insure.
[AGENT][NEUTRAL] She stated that the employer.
[AGENT][NEUTRAL] Uh the.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Fruit number.
[AGENT][NEUTRAL] For the.
[AGENT][NEUTRAL] I'm sure that.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I think
[AGENT][NEUTRAL] Let me.
[AGENT][NEUTRAL] I search.
[AGENT][NEUTRAL] Group
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] That's not helpful.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] I'll just ask a number of police resources what they would prefer.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][POSITIVE] Good morning [PII]. This is [PII] over in customer care. How are you today?
[CUSTOMER][POSITIVE] I'm good, [PII].
[AGENT][NEUTRAL] Good, um, I have somebody on the line. Her name is [PII] and she is wanting some quotes for a new group. um she said that they are with a group but they're splitting from the group that's insured with us currently, so it would be I guess technically a new group. Is that something you could help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I sure can send her my way.
[AGENT][NEUTRAL] Alright, here she comes. Name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII].
[CUSTOMER][NEUTRAL] Hi [PII].