AccountId: 011433970860
ContactId: bc218549-2de1-4cfb-8f9f-140a85f6892e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364799 ms
Total Talk Time (AGENT): 123717 ms
Total Talk Time (CUSTOMER): 147229 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/bc218549-2de1-4cfb-8f9f-140a85f6892e_20250521T15:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I have a question about a uh client's renewal.
[AGENT][NEUTRAL] All right. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the group number?
[CUSTOMER][NEUTRAL] I do, it is.
[CUSTOMER][NEUTRAL] 26565.
[AGENT][NEUTRAL] 26565 let me pull it up.
[AGENT][NEUTRAL] Uh, MGSI LLC.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right. And how can I help you?
[CUSTOMER][NEUTRAL] Yes, so we're uh making some plan, uh, changes and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was curious if.
[CUSTOMER][NEUTRAL] Like I'm looking at
[CUSTOMER][NEUTRAL] I know, I think this is a, a different gap plan. Um, we're looking at putting in some different, uh, gap, um, benefit levels, and I'm looking at what I work off of for new business, which I don't know the difference between this is meddling gap insurance. I'm guessing this is a different product than the one they have, which is the Medling 9 I think.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, they currently have the Medli 9 series, uh-huh.
[CUSTOMER][NEUTRAL] So if we wanted to add a second plan, go with two different options, um, can we move them to the med link gap from the medle 9?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Or how does that work?
[AGENT][NEUTRAL] So the Medli 9, that's I believe our newest version that we have. So which plan were you wanting to move on? You're wanting to move them to a different gap plan?
[CUSTOMER][NEUTRAL] Well, I'm I'm looking at a, I'm.
[AGENT][NEUTRAL] Or just, or you just want different coverage levels. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Different well primarily different coverage levels, but I'm looking at what I use for new business right? um.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Right, we've used for last year and it just says meddling gap insurance, right? This group has a $5000 gap benefit, um, and when I'm looking at this sheet here, the 5,000 $5000 is 9348, but their renewal is like $98 something so obviously this new the the one I'm using now is different than their current plan.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I just didn't know if I needed you to give me a quote for another benefit on this or if I can go with and I just don't know the difference in the products. All this says on this is me gap insurance.
[AGENT][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let me see if I have that. So if they want, if they're wanting to have two different plans, that's, that's not, that's not an unusual request. We would just need you to send us an email stating that you're wanting a quote for whatever matches their, their major medical plan.
[AGENT][NEUTRAL] You know, if they have a different amount they're wanting to uh get a pricing on, we would just need a cop you to send over what exactly you're asking for with a copy of their major medical plan showing that new amount that you want us to review for a quote.
[CUSTOMER][NEUTRAL] You, you know what I'm thinking might be the case.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I do remember my sales rep telling me the rates were changing in July so I may just not have the newest rate sheet for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which a lot of rates.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] That may be it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do you have those by chance? Do you have the rate sheet for the Medli 9?
[AGENT][NEUTRAL] I, I think I have the one that was done last year. I won't have anything for this year. Let me just double check. Hang on just a second.
[AGENT][NEUTRAL] Like fine with rates hang on.
[AGENT][NEUTRAL] Let's see if this matches what they currently have.
[AGENT][NEUTRAL] Yeah, I have a sheet that has their current rates that they're that they're on.
[AGENT][NEUTRAL] Are you wanting to know what the rates will be for July?
[CUSTOMER][NEUTRAL] Uh, well, I'm just wanting to know what how do I get the rates for the other benefits because what I'm looking at says Medli uh uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I, I guess I just need a rate sheet with all the with all of the options because we're trying to figure out what gap level to go with.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Let me, let me email this to you. Hang on just a second. You can look at it real quick.
[AGENT][NEUTRAL] I can get my email back up.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] Is your email address [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK what's the let's see.
[AGENT][NEUTRAL] Alright, I just sent you an email with the rates attached. Let's see if that's, see if that's what you need if that helps.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, I sometimes have some delays with our spam filter, so if I have an issue that coming through, I'll give you a call back, but uh, uh, I'll, uh, wait for that through.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right.
[AGENT][POSITIVE] OK, no worries. You, you have a good day. Thank you. Bye bye.
[CUSTOMER][POSITIVE] Alright, I appreciate it thank you alright bye bye.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][NEUTRAL] Mhm