AccountId: 011433970860
ContactId: e208149d-0b8a-4c69-b7c6-71291c81ce41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390679 ms
Total Talk Time (AGENT): 98261 ms
Total Talk Time (CUSTOMER): 137633 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/e208149d-0b8a-4c69-b7c6-71291c81ce41_20250304T18:48_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], [PII], uh, [PII], I have a couple quick questions. I have one of my companies, uh, that, um.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That's with APL um they recently sold and then do the the the owner is gonna stay on for for a while and you know and help and work there but he sold it to new owners. Do we have a form of some sort that we send out when there's a change of ownership?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] So is he gonna continue being the agent for the group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Yeah, I mean, it, it should.
[CUSTOMER][NEUTRAL] The company name stays the same. Everything stays the same, um, you know, some carriers like Aetna, they have a form that says change of ownership form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you have the change of ownership form of some
[AGENT][NEUTRAL] We don't
[AGENT][NEUTRAL] No, we don't have a, we don't have a change of ownership form. Typically people just email us the information of like what it was to what it's going to if anything is changing, um, we don't.
[CUSTOMER][NEUTRAL] No, the name is not changing, it's just the owners are changing.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Yeah, I understand. I'm just saying like typically we just get emailed just whatever the change is.
[AGENT][NEUTRAL] The owner's name, whatever the situation is we just get emailed back off of the company's letterhead just letting us know that there is a change.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so let me just say to the current owner, OK, I'm just gonna keep this real simple.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] To send.
[CUSTOMER][NEUTRAL] The ownership.
[CUSTOMER][NEUTRAL] Change information.
[CUSTOMER][NEUTRAL] On a.
[CUSTOMER][NEUTRAL] Company
[CUSTOMER][NEUTRAL] Letterhead.
[CUSTOMER][NEUTRAL] APL will note those changes in their system.
[CUSTOMER][NEUTRAL] Is that good enough?
[AGENT][POSITIVE] Yeah, that's perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you on that one. Hold on one second. I have one more question. Hold on 1 2nd.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, um, let me see if you ask to send the ownership change information on company on company letterhead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, took care of that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, the question came up one of one of the insured, um.
[CUSTOMER][NEUTRAL] Had a sleep study done.
[CUSTOMER][NEUTRAL] And the carrier covered it. They covered the sleep study.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Their responsibility was very minimal. It's only $170 but they told me that APL didn't cover the uh the $170. I said, well, did the carrier cover it? and they said yes.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] My question is, will, will APL cover a sleep study if it's covered by the carrier?
[AGENT][NEUTRAL] Mm, I don't really know that answer, um.
[AGENT][NEUTRAL] Give me just a second, I'll put you on a brief hold and I can see if, if somebody can help me with that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] The carrier covered a sleep study.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hey [PII], um, that is a claims question. I can get you over to claims.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][POSITIVE] Thank you for calling API. My name is [PII]. How can I assist you today?
[AGENT][NEUTRAL] Hey [PII], it's Morgan Webb and Broker Resources. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm well. I have [PII] on the phone. He's a [PII] broker with us, and he has a question about a sleep study being covered.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] He hasn't given me, oh, he hasn't given me like a specific um insured or group. Would you mind speaking with him?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I hope he has a group number. I won't be able to pull up a policy. OK.
[AGENT][NEUTRAL] Yeah, um,
[AGENT][POSITIVE] Yeah, he's a, he's a funny one, but I will join you guys. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hey [PII] I have claims on the line for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Of course have a good day.