AccountId: 011433970860
ContactId: 11cced9c-a0ec-4077-b219-0695a0501368
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276929 ms
Total Talk Time (AGENT): 74469 ms
Total Talk Time (CUSTOMER): 115279 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/11cced9c-a0ec-4077-b219-0695a0501368_20250307T15:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, who is this?
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] [PII], hey [PII], this is [PII] over on Broker Resources. I have got a broker on my other line. I'm not sending him over, but can, can you look at this account with me? It's a core question.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's 237-819-99.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Yeah, OK, so he, it looks like there's a note in there stating on the the dad was a policy holder, so.
[CUSTOMER][NEUTRAL] He took himself off because he had Medicare and the wife was on COBRA.
[CUSTOMER][NEUTRAL] So when he took himself off of the policy, [PII] would have become the primary account holder, is that correct?
[AGENT][NEUTRAL] Um, as far as like policy removals like dependent changes and stuff like that, that would be customer service, um, but if you have anything like billing specific, I can answer that if you'd like.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] OK, yeah, that's kind of what I'm calling about. It has to do with COR. So it looks like, um, coverage was terminated for the entire policy [PII], and the broker is saying that the wife, because [PII] removed his cell from the policy, it looks like back in May, and [PII] was on CR, so that should, I believe, make her the primary policy holder if he's been removed. I think I'll check with customer service if I need to on that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But for [PII], if she was the primary policy holder, he's saying that she should be staying on there for 36 months and not 18.
[CUSTOMER][NEUTRAL] Do you know anything about that?
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] So you're saying, uh, [PII] was the original insured and then um he was removed from the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He, he because he had me cause he was Medicare eligible, so he had to drop the coverage, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And he, it was just his wife and kids that were left on the policy.
[CUSTOMER][NEUTRAL] Right, right, under COR.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] So he's saying that she should still be on CoR for 36 months because she's the primary and not the dependent.
[AGENT][NEUTRAL] OK, looks like [PII] also said he works on this, so she'll definitely know. asking [PII] about the coverage question, um, while I look into the billing part, uh, because I was working on, uh, with her on something else, so I was just ask her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you want to research it? Uh-huh.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, I didn't know if you want, do you want me to call you back or?
[CUSTOMER][NEUTRAL] Yeah, can you? I've got a meeting to get to anyway, so can you just IM me whenever you've researched it and then I'll tell him that I'll get back in touch with him.
[AGENT][NEUTRAL] Yeah, you said this is [PII]. What's your last name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, OK, OK, I, I, I see. All right, yeah, I will, um, look into this and message you back.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] And then [PII] just replied and said that it was this the tricky one, so.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, OK, OK, yeah, that's fine if y'all can research it, just holler at me whenever you get it done. Thank you so much. I appreciate it.
[AGENT][POSITIVE] No problem bye.
[CUSTOMER][NEUTRAL] Alright bye.