AccountId: 011433970860
ContactId: 074b8cbc-c12a-4318-835e-785a8a79e8b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301959 ms
Total Talk Time (AGENT): 163238 ms
Total Talk Time (CUSTOMER): 158558 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/074b8cbc-c12a-4318-835e-785a8a79e8b7_20250129T20:21_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] Hey [PII], this is [PII] with the former employee benefits. How are you?
[AGENT][NEUTRAL] Hi, [PII], how are you doing?
[CUSTOMER][POSITIVE] Good y'all are all still hanging in there just like I am.
[AGENT][NEGATIVE] Girl, I've been here for 30 years, you know, we ain't gonna move, we ain't gonna leave until they make us leave.
[CUSTOMER][NEUTRAL] I know, I've been here.
[CUSTOMER][NEGATIVE] That's right. I'll be here [PII], so I'm, I'm not going nowhere neither.
[AGENT][NEUTRAL] I don
[AGENT][NEUTRAL] I know it you've been there a long time and I ain't heard from you in years.
[CUSTOMER][NEUTRAL] I know because we do everything on on emails now, you know, unless there's an issue or something and I do have an issue because.
[AGENT][NEUTRAL] Uh-huh, uh-huh, yep.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, there's, I had seen it several times to that, uh, care email or whatever, but there is a guy on gastroenterologist, uh, that there's, that there's two of them actually, and they have, uh, still hadn't heard any anything back on them.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] I need to give you that group number. Don't I hear it is 16345.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on 16345. Let me get your callback number in case we get disconnected [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, got it. Thank you, [PII]. All right, I need you to do some verification with me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, what's your name?
[AGENT][NEUTRAL] Um, what's your
[AGENT][NEUTRAL] Email address, please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] What is your, thank you for that. And what is the what is your, uh, give me just a second.
[AGENT][NEUTRAL] 634 let me write down this group number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] That's fine, it's good.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] All right. What's the physical address of the, of your office?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, thank you so much, girl. I know who you are. I know who you are and uh you know, you wouldn't even have to tell me your name and I would have known who you were.
[CUSTOMER][POSITIVE] You're so welcome.
[CUSTOMER][NEUTRAL] But you just gotta do it for.
[CUSTOMER][POSITIVE] I always say that's for sure.
[AGENT][NEUTRAL] You, I would have known who you were, [PII] have [PII].
[CUSTOMER][NEUTRAL] [PII], we have been, but that's been years since we've actually have talked and done anything though.
[AGENT][NEUTRAL] What I know it, but I still remember, I mean, I can remember your voice. I can, I guess.
[CUSTOMER][NEUTRAL] Crazy.
[CUSTOMER][NEUTRAL] I know, I remembered yours too when you, when you said [PII]. I remember, I know it is. Yup, sure did. Well I.
[AGENT][NEUTRAL] OK, go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] OK, uh, that's OK. [PII] and [PII], we had sent in to get them added.
[CUSTOMER][NEUTRAL] OK, they were loss of coverage 3124 due to due to loss of dependent status due to age, and they're they're coming on the plan and uh [PII], let's see, I see, please have [PII] turn from [PII] effective [PII]. This should make [PII]'s coverage employee spouse.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] Hold on just a minute [PII].
[CUSTOMER][NEUTRAL] And and I'm OK, OK.
[AGENT][NEUTRAL] Let me, let me look at something.
[CUSTOMER][NEUTRAL] And there's another one on there that that was good and everything that they did answer back on one of my emails but I never got an email back on this 10, and it said also please have [PII] enter the gap as he is elected COR effecting 1125. He's eligible for for COBR 36 months is losing coverage due to loss of dependent status. I've attached the Blue Cross COR confirmation as well as a copy of Blue Cross Cobra form that he completed which shows he's eligible for 36 months.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK. All right, yeah, I can help you with that. [PII]. I'm sorry. So let me see if we.
[AGENT][NEUTRAL] Did get a uh we get a request from care team. Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me open this up and see what it says.
[AGENT][NEUTRAL] You covered, OK.
[AGENT][NEUTRAL] Yep, we got a request.
[AGENT][NEUTRAL] From the care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so let's see what's going on with it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yeah, we got it. um, it's assigned to memory.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what I'll do is, um, I was just talking to memory when my phone rang about something else, so, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I will, I will give [PII] a buzz and give her the, the ticket number and see if she can go ahead and work on that today for you and send you confirmation. You are welcome. I apologize. You too, [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. That is what I needed. I, I appreciate you just talk to you.
[CUSTOMER][POSITIVE] No, that's all for today. Thank you.
[AGENT][POSITIVE] OK, well you have a good day. It was good to talk to you again. Thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Uh-huh, you too. Bye-bye.