AccountId: 011433970860
ContactId: f3595939-c481-4a87-988c-a69aa98bcbb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 531140 ms
Total Talk Time (AGENT): 187785 ms
Total Talk Time (CUSTOMER): 244766 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/f3595939-c481-4a87-988c-a69aa98bcbb3_20250212T18:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with Kingdom Benefit Group a broker's office.
[CUSTOMER][NEUTRAL] Um, and we, we don't have, I, I wouldn't say I have a lot of experience in working with you guys' product.
[CUSTOMER][NEUTRAL] Um, but we do have a group that.
[CUSTOMER][NEUTRAL] Have you guys
[CUSTOMER][NEUTRAL] Covering their gap, um.
[CUSTOMER][NEUTRAL] Which covers the physician's office co-pays.
[CUSTOMER][NEUTRAL] And so I was trying to look through our folder see what information that we had and I thought I actually don't think that I have.
[CUSTOMER][NEUTRAL] A brochure or any kind of pricing on it, so I was just wondering how do I go about requesting that.
[CUSTOMER][NEUTRAL] Um, for one of our groups that's interested and you guys' got product.
[AGENT][NEUTRAL] Sure, OK, [PII], so you've got a group that has some questions about their plan?
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] No, we have, we have a group that would like to enroll in the gap product, um, but we're looking for, yeah, so we have, excuse me.
[AGENT][NEUTRAL] Ah, OK.
[CUSTOMER][NEGATIVE] A couple of the flyers we have that have your products and I was reviewing them and I was like gosh, none of these have listed.
[CUSTOMER][NEUTRAL] What it is that our other group currently have with you guys and so I thought let me just call because I need to find how do we get them, you know, the right information as to what is gonna be the cost should they elect to go with the specifically uh physician's office, um.
[CUSTOMER][NEUTRAL] Co-pay writer.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEGATIVE] We no longer offer that writer.
[AGENT][NEUTRAL] We have the physician, we have the physician office treatment writer. We did away with that, um.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Yes, of course.
[AGENT][NEUTRAL] It was the um oh gosh, what did we call that? We did away with that years ago. Um, that's why I was trying to find out what group you have that still has that because most of those plans have been eliminated.
[CUSTOMER][NEUTRAL] Yes, we do. They're they're called um Nueva Nueva is USA.
[CUSTOMER][NEUTRAL] I don't know if they were if any of them were grandfathered in, but they.
[AGENT][NEUTRAL] Do you happen to have that group number?
[CUSTOMER][NEUTRAL] That we know of their
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] They are 01451.
[AGENT][NEUTRAL] That is a really old group.
[CUSTOMER][NEUTRAL] Yes, because
[CUSTOMER][NEUTRAL] It's an old group they, they had you guys for like years and then I don't know if they.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Canceled maybe for a year it is an older group.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And what is the name of the group? Because I'm not pulling up that number.
[CUSTOMER][NEUTRAL] Yeah, it's um Nueva or N U E V A USA.
[CUSTOMER][POSITIVE] They go also go well that's how I have them listed actually in the renewal that's how they pop up 014.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's DBA inflatable concepts.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the group number is actually 252-05.
[CUSTOMER][NEUTRAL] I do have that in the group detail.
[CUSTOMER][NEUTRAL] Is the 01451 a different number for them?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, they only have the one group number.
[CUSTOMER][NEUTRAL] Oh, OK, then I.
[AGENT][NEUTRAL] So let me see what we have.
[AGENT][NEUTRAL] And I'm sorry, what was the agency that you're calling from?
[CUSTOMER][NEUTRAL] Kingdom benefit group primary.
[AGENT][NEUTRAL] OK, so Henry, [PII]? OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] So that what they have is the office treatment writer. That's if um you have some kind of treatment in the office. It does not help with the co-pays. So you're um
[AGENT][NEGATIVE] When you go in and there's like a $20 co-pay, it does not help with that. It pays for a treatment that's done.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In the doctor's office.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And that we do still have, yeah.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] That you still have OK and that's the that option you have it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] For like, because I, I, if I, if I remember correctly, I believe you guys have pretty much all the writers in one like not individual.
[CUSTOMER][NEUTRAL] Writers or is that they they're still up.
[AGENT][NEUTRAL] Mm, no. So this particular group, yeah, this particular group has uh the office treatment writer, the cancer outpatient treatment writer, and the independent lab facility writer. There's several other writers that you can add.
[AGENT][NEUTRAL] But this is what they opted to utilize um.
[AGENT][NEUTRAL] Now if you've got another group that might be interested.
[AGENT][NEUTRAL] In our um medli product what I would do, [PII] is go ahead and email um our [PII] team.
[AGENT][NEUTRAL] And we can, we can look at doing some proposals for you.
[CUSTOMER][NEUTRAL] Oh, OK, so yes.
[CUSTOMER][NEUTRAL] OK, and I am going to jot.
[CUSTOMER][NEUTRAL] Down that info for.
[CUSTOMER][NEUTRAL] OK, and our [PII] team.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah, so that email address is [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what they'll need Myra is the name of the group.
[AGENT][NEUTRAL] Uh, the physical address.
[AGENT][NEUTRAL] They'll need to know how many benefit eligible employees they have.
[AGENT][NEUTRAL] We'll need to know whether the employer is wanting to do voluntary or employer contributory.
[AGENT][NEUTRAL] And we'll need the um major medical plan design that we're matching up to.
[AGENT][NEUTRAL] So we'll just need the individual deductible and total out of pocket.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Contribution that's if applicable.
[CUSTOMER][NEUTRAL] OK, and is there a number for the Florida team?
[AGENT][NEUTRAL] You call the same number we we all work together but we have different emails going to different folders, but any one of us can help you.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, that sounds good. So let me confirm [PII].
[AGENT][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, alright, thank you so much this is helpful and then so the, the writer that you no longer have you guys said you've done away with that several years ago.
[AGENT][NEUTRAL] Oh gosh, it's been probably 4 or 5 years ago that we did away with that other writer that helped with co-pays.
[CUSTOMER][NEUTRAL] OK, alright, because I wanna let [PII] know I know he's gonna ask me, uh.
[CUSTOMER][NEUTRAL] More specific so now I have.
[AGENT][NEUTRAL] Yeah, it's, it's been a while.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so I will, now that I have all of this information passed on to the team as well because we
[CUSTOMER][NEUTRAL] We I don't know why we thought you guys still have that.
[CUSTOMER][POSITIVE] So like update them, let them know that you don't, but you do still have the other writers intact, um, it's just that was gone. OK, alright, that sounds good. Well, thank you so much for your time and explanation.
[AGENT][NEUTRAL] Mhm. Right.
[AGENT][POSITIVE] You're quite welcome, [PII]. Is there anything else I can do for you while I have you on the phone?
[CUSTOMER][NEUTRAL] Um, no, no, not at this time.
[AGENT][POSITIVE] Alright well thanks so much for calling ATL. Hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Mm bye.
[CUSTOMER][NEUTRAL] OK alright bye.