AccountId: 011433970860
ContactId: 075863a4-e31f-4f51-81ab-c98e90b186b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241729 ms
Total Talk Time (AGENT): 117846 ms
Total Talk Time (CUSTOMER): 117046 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/075863a4-e31f-4f51-81ab-c98e90b186b8_20250220T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I have a man on the phone that his he not working in his group anymore and he wants to know how to keep his policy, how much it'll be, and all that.
[AGENT][NEUTRAL] OK, what's that number and I can help you, [PII].
[CUSTOMER][NEUTRAL] He is the insured on the policy. His callback number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] His policy number is 01852271.
[CUSTOMER][NEUTRAL] And I already verified everything.
[AGENT][POSITIVE] Wonderful. Give me one moment. Let me make sure I do have the right.
[AGENT][NEUTRAL] Policy to take Motors.
[CUSTOMER][NEUTRAL] Mr. [PII].
[AGENT][NEUTRAL] Alberto
[CUSTOMER][NEUTRAL] Salsa, Sasa.
[AGENT][NEUTRAL] Salsa
[CUSTOMER][NEUTRAL] Uh-huh. Salsa.
[AGENT][NEUTRAL] I said so so.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. Oh, he's gotta go through his employer. I'm thinking out loud. Go through his employer.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, put, put him on through.
[CUSTOMER][NEUTRAL] I guess he's wanting cobra.
[CUSTOMER][NEUTRAL] What do you wanting to do?
[AGENT][NEUTRAL] OK, I, I'll let.
[AGENT][NEUTRAL] I think that's all got to go through his employer if I'm not mistaken because that's who he's gonna be paying to them.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I, I'm thinking out loud, but yes, put Mr. [PII] through.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you, [PII]. Mhm. Bye-bye.
[AGENT][POSITIVE] And I'll do my best to assist you. Thank you, ma'am.
[AGENT][NEGATIVE] Oh dear.
[AGENT][NEUTRAL] Good afternoon, Mr. [PII]. This is [PII] in customer service. How are you today, sir?
[CUSTOMER][POSITIVE] Hi [PII], I'm doing great how are you?
[AGENT][NEUTRAL] I am fine. Thank you, sir. Um, so, um, [PII] was telling me that you're wanting to see about continuing with coverage, is that correct?
[CUSTOMER][NEUTRAL] Yes, I was, yes, because I have a policy with you guys but was.
[CUSTOMER][NEUTRAL] Through my company but I was uh uh lay off uh in January so not sure if my my.
[CUSTOMER][NEUTRAL] Policy already canceled or not, but uh I would also like to see the possibility to see if I can if I can keep the policy, how much is gonna be and all that.
[AGENT][NEUTRAL] OK, I can help you with that, Mr. [PII]. Um, did you, the only way to keep this policy is if you kept the group's major medical.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] And then you, then you could continue this on COBR as long as you had the group's major medical.
[CUSTOMER][NEUTRAL] Uh-huh. And uh what do you mean by that?
[AGENT][NEUTRAL] Did, did you keep your major medical coverage with your employer?
[CUSTOMER][NEGATIVE] No, no, no, actually I don't not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well this policy works with the group's major medical and you have to have, yes, so you have to have that to have this policy.
[CUSTOMER][NEUTRAL] I see what you mean.
[CUSTOMER][NEUTRAL] OK, OK, so we take that out of a question then. What about if I would like to open my own policy then with you guys? How much that would be?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, it there, we, we don't sell to individuals, we only sell to groups and because our plans are designed to match up with the employer's major medical.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I know what you mean, so I guess I am out of a gas, OK?
[AGENT][NEUTRAL] Yes, so I do apologize, but yes, there is no way to continue without that.
[CUSTOMER][NEUTRAL] Yeah, that is OK, it's not your fault.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] That's OK and uh thank you anyway. OK, have a great day.
[AGENT][POSITIVE] Well, thank you, sir. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.