AccountId: 011433970860
ContactId: edc8b07e-afb6-453a-a7f4-98c1863bae3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358320 ms
Total Talk Time (AGENT): 78725 ms
Total Talk Time (CUSTOMER): 185307 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/edc8b07e-afb6-453a-a7f4-98c1863bae3e_20250128T16:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], hi, this is [PII]. Good morning, [PII], would you be able to tell me, um, the monthly, uh, premium approximately? I'm doing some analysis for, uh, 23755.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And uh you know, 23755's Integra and they also have 26696. So we were, we've been waiting on a utilization report and she did some analysis. I just want to make sure it sounds it sounds a little off to me, but I wanted to check with you guys. Can you tell me what the monthly premium is for the group?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, let me go out and pull a statement.
[AGENT][NEUTRAL] I mean I can give you general information.
[CUSTOMER][NEUTRAL] I just wanted to get an idea of, you know, see how many are enrolled, um, she's showing in her analysis total Integra solutions enrolled 19 employees.
[CUSTOMER][NEUTRAL] And the monthly premium being $4,561 and then for the IMV she's showing 29 enrolled.
[CUSTOMER][NEUTRAL] And a monthly premium of 3515, so I just wanted to see if.
[AGENT][NEUTRAL] OK, so I just pulled a group detail report, [PII], there's 26 on Integra.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 26 policies now I don't know how many employees I can do that. The current is showing 6351.
[CUSTOMER][NEUTRAL] So when you say alright let's back up a minute. Integra solutions that's you're saying there's so many people.
[AGENT][NEUTRAL] 26 policies now I can pull this up to see how many.
[CUSTOMER][NEUTRAL] What qualifies as a policy if I'm on with husband and wife, is that two policies?
[AGENT][NEUTRAL] No, that's one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes, I've got 26 people.
[AGENT][NEUTRAL] Enrolled.
[CUSTOMER][NEUTRAL] In Integra solutions.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With a monthly, it looks like 6351.
[CUSTOMER][NEUTRAL] Alright, so let me just mark it on this. Hold on one second here.
[CUSTOMER][POSITIVE] I'll make it a little easier for me when I do this.
[CUSTOMER][NEUTRAL] I'm just printing this page that she sent me.
[CUSTOMER][NEUTRAL] Let me just get it off the printer. Hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you're showing right now for Integra Solutions you're showing uh how many enrolled?
[AGENT][NEUTRAL] 26
[CUSTOMER][NEUTRAL] The 26, OK.
[AGENT][NEUTRAL] With a monthly of roughly 6,351.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then on the other 1, 26696, I'm showing 32.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With a monthly of 4,463.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she's not far off. She was showing 19, maybe this was a, you know, a prior month or something. She's showing 19 with a monthly of 4500 and then 29 with a monthly of 3515.
[AGENT][NEUTRAL] It could have been.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So basically that give or take that's about 10,000 a month um so she was trying to calculate, you know, if they're spending this much, how much are they getting in in benefit out of it, you know, that type of thing, OK.
[AGENT][NEUTRAL] Right. OK.
[CUSTOMER][POSITIVE] Alrighty perfect thank you so much.
[AGENT][NEUTRAL] All right, [PII], we'll talk soon.
[CUSTOMER][NEUTRAL] I was trying to get the uh the of the um utilization report this past week or so uh I know it comes from underwriting, but I hadn't heard anything. I asked [PII] about it. She said it was an underwriting. This was like 3 days ago, like last Thursday.
[AGENT][NEUTRAL] OK, I can, yeah, I'll check on it and see. It was for both groups.
[CUSTOMER][NEUTRAL] Oh look at this. I just got this it's just hit my inbox right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It said I'm on the phone. It says due to the size of each of the groups under 50, we cannot share the detailed information regarding the utilization reports. However, we can confirm the groups are actively utilizing their plans.
[CUSTOMER][POSITIVE] So I thought because we have enough people uh together we could get a utilization report that's what I had I had asked [PII] for.
[AGENT][NEUTRAL] Uh, let me follow up since these are common ownership.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah if you could get back with me I don't wanna share this with them yet that we can't do this.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, let me see what I can do for you.
[CUSTOMER][POSITIVE] Yeah if you could get back I have a meeting with her at [PII]. I'd love to at least get some update by then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you thank you I appreciate it thank you OK thanks bye bye.
[AGENT][NEUTRAL] All right, we'll talk soon. bye.