AccountId: 011433970860
ContactId: be6532f3-53e2-445f-b11c-3035fa08defb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 581580 ms
Total Talk Time (AGENT): 329237 ms
Total Talk Time (CUSTOMER): 204024 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/be6532f3-53e2-445f-b11c-3035fa08defb_20250213T17:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. My name is [PII]. I'm calling from a broker's office, uh, Kingdom Benefit Group. I called yesterday and spoke with somebody who had told me that I can send out for a quote to the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which is what I did um I did send off that request and I received an email from.
[CUSTOMER][NEUTRAL] A wrestle patzel.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Who's with National Agency? I'm just a little bit uh confused because I, I.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I does ATL, do you guys not work direct with the agents or agencies?
[AGENT][NEUTRAL] Um, we do except in [PII] is a little bit different. All Florida, um, groups, brokers, agency are under national agency solution, um, so they're kind of our.
[AGENT][NEUTRAL] Um, I really don't know how to explain what we are, like, they don't work for us, but they, they service [PII].
[CUSTOMER][NEUTRAL] OK, so when we sign up like because I, we have a client with um, with APO we have a contract with you guys right direct.
[AGENT][NEUTRAL] That make sense.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, but we're wanting, you know, to bring you guys more business, so we're still trying to understand, um, really the APL products and how everything works. So if we have a client that we want to bring to APL, we would have to do this through the national agency for the state of [PII].
[AGENT][NEUTRAL] Yes yeah national agency solutions would help with all of that they have all of our information as far as like um like if you were to bring new business um they have all of that information as well for APL um so they have like uh.
[AGENT][NEUTRAL] I mean, obviously, um,
[AGENT][NEUTRAL] What am I trying to say? um.
[AGENT][NEUTRAL] Oh shelf plans so if there's like a quote that's like an easy, you know, if we have shelf plans created for it they have all of that stuff so they could send that to the group or send that to you guys to send to the group um but yeah they help us service Florida basically.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I see so it's not working directly with.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It is, it is yeah it is working directly with APL it's just national agency solution is the middle man if you will.
[CUSTOMER][NEUTRAL] APL in a sense.
[AGENT][POSITIVE] But they do, yeah, but they do work with us.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] They just don't necessarily work for us, if that makes sense.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah I mean but we can answer questions they can answer questions um sometimes we send stuff to them for them to answer um like depending on what it is, broker or group related.
[AGENT][NEUTRAL] Um, so we, we just work together, I guess.
[CUSTOMER][NEUTRAL] OK, but even, even with, uh, not just the quoting but even with an enrollment.
[CUSTOMER][NEUTRAL] Or issues with an employees enrollment we would still go through.
[CUSTOMER][NEUTRAL] Through national agency.
[AGENT][NEUTRAL] Not necessarily they don't have any of our like um like if it's something to do with like an ad or a term or like a change like we would have to do that because they don't have our system.
[AGENT][NEUTRAL] Um, but they can quote.
[AGENT][NEUTRAL] So like we can handle any ad terms or changes, deletes um yeah like we would have to do that sort of stuff or like if there's a billing situation they can you can always go through them and they can send the information to us or you can send it directly to us.
[CUSTOMER][NEUTRAL] That's for an established group, but when it comes to sales, it has to be done through national agency because we can't do the sales directly through you.
[AGENT][NEUTRAL] OK, sales but like meaning how like a new group?
[CUSTOMER][NEUTRAL] Well, anything can come in sales. So if, if, if I'm looking for a quote for a group because I want to.
[AGENT][NEUTRAL] Like set up group?
[CUSTOMER][NEUTRAL] Sell them this product, I'm going to your national agency to get that done.
[AGENT][NEUTRAL] Yes, you so you would send it for a new group like if you were to get a quote or even to set up a new group after the quoting process you would send it through national agency solutions but then they would send it to us.
[AGENT][NEUTRAL] To process
[CUSTOMER][NEUTRAL] OK, but they can't service us any further than that because if there is an issue with billing, if there's issues with the enrollment termination.
[CUSTOMER][NEUTRAL] That we have to do direct. I'm trying to understand what what national agency is really doing, just setting up the new business.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, they're just like they just filter [PII] business for us. I don't know how to give you, I mean, I can, I, I can see [PII] handles [PII] and I can like see if she has any better of an explanation for you, um.
[AGENT][NEUTRAL] And I can like send you to her, but
[AGENT][NEUTRAL] Um, if you would like.
[CUSTOMER][NEUTRAL] Um, no, I, I actually have [PII]'s email.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Um, because it's with her for girls, I'm just trying to understand the reasoning of having to do everything through national agencies for a set up, but really that's pretty much all we can do because everything else is handled by you guys direct, so I just.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Yeah, like it's gonna get to us either way so like if you work through NAS, which some brokers do, um, then stuff gets pushed to us uh we also ask and they ask for help with different brokers and groups so like we can go through NAS as well, um, and then like vice versa so we're just we're we're helping each other like we do all the we do all the stuff in terms of um.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Like all of like the servicing part of it because it's our systems internally but NAS it's gonna like NAS will like have a hand in it in some way whether they get like like in your case like [PII] reached out to you so we probably asked [PII] for a quote and then he.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] And then he he reached out to you.
[CUSTOMER][NEUTRAL] OK, but because there is no other option for [PII] but to go through national.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Agency, OK.
[AGENT][NEUTRAL] Yeah, like any other like, like any other.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Like as far as like another national agency solution?
[CUSTOMER][NEUTRAL] No, as far as, as, as far as like so I don't have a choice but to work with national agency if I wanna sell the APL product because I can't sell it direct with APL.
[CUSTOMER][NEUTRAL] Because national agency is the one who gives me the quoting that's the one that I have to do my enrollment through because they're based out of [PII].
[AGENT][NEUTRAL] Right, but they're coming from us though, like all of those shelf plans or the quote comes from us. They can use our system.
[CUSTOMER][NEUTRAL] No, that, that I want
[CUSTOMER][NEUTRAL] Yeah, no, I understand that. I'm just saying like, but we're not working directly with you guys in the setup. It's through them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To set them up for APL even though APL will eventually end up servicing everything else about the group, just not the new business.
[AGENT][NEUTRAL] Yeah, I mean,
[AGENT][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] I can only say yes and no because it like we yeah like we see it like both of us NAS and APL will see it eventually.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like, regardless of what the situation is and like who it touches either the broker or the group so like new group set up an ad, a term, a change, um, a quote like we, we will both see it eventually at some point.
[AGENT][POSITIVE] We like, we work together.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So you, so if you, if you are working with NAS you are working with APL directly if you are working with APL you are essentially also working with NAS at the same time like it's all.
[AGENT][NEUTRAL] I don't like I don't know how else to like we're, we are one, but like two also 22 separate people or like two separate um.
[AGENT][NEUTRAL] You know, like we have like a APL team that's in like [PII] and [PII] and then we have a [PII] team who is NAS.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][POSITIVE] Of course, yeah, sorry to be confusing, so sorry.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] All right, call us if you need us. Uh-huh, bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, will do bye.