AccountId: 011433970860
ContactId: 1555e3bf-1125-4372-9ac8-800f82f0d4ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 411279 ms
Total Talk Time (AGENT): 112493 ms
Total Talk Time (CUSTOMER): 115449 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/1555e3bf-1125-4372-9ac8-800f82f0d4ed_20250522T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, so I've been covered by APL, uh, for some amount of time, I don't know, around a year, and the, the job that I had that was linked to this insurance that ended a few months ago, so I did go ahead and get, um, have it rolled over to COR. So that was supposed to be starting up and I did pay one week's worth of fees for that and then I was told that I would be receiving um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Some tickets or or something in the mail where I would be paying every week um some way of paying so I just want to check back in and see if I'm still covered or what, what else is happening with it right now.
[AGENT][NEUTRAL] OK, I can help you with that. um, can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure, it's [PII] and the phone number is [PII].
[AGENT][NEUTRAL] And do you know your policy number with us?
[CUSTOMER][NEUTRAL] Yeah, I've got the card, um, which I don't know if this is current, but I think it's the old card, um, it's [PII].
[AGENT][NEUTRAL] Alright, let me look that up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can I get you to verify your date of birth?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And the mailing address and phone number that we have on file?
[CUSTOMER][NEUTRAL] [PII]. It did used to be [PII], but I think it's been updated [PII] and you said the phone number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me see here.
[AGENT][NEUTRAL] OK, on my end, I am showing that this policy is still active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, great. Yeah, and that's what it says on my card, um.
[CUSTOMER][NEGATIVE] I'm just not, I haven't been paying um the weekly fees because um I don't have that job anymore and it used to come out of my paycheck, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] Yeah, I'm not showing it as being um lapsed yet. It could be because you are going through COBR.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but yeah, I'm not showing that policy has lapsed. If you, if you need to, you can call COR and make sure that they've checked in on it too. But from my point of view or from my view right now, uh, the policy is active.
[CUSTOMER][NEUTRAL] Do anything.
[CUSTOMER][POSITIVE] OK, thank you. I'll do that. Thank you.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with?
[CUSTOMER][NEGATIVE] Um, no thanks. You don't happen to have a phone number for that, do you?
[AGENT][NEUTRAL] For Cobra, uh, let me check.
[AGENT][NEUTRAL] Let me see if I can find it.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I cannot find that.
[AGENT][NEUTRAL] Phone number
[CUSTOMER][NEUTRAL] That's OK. I'll just, um, Google it. Um, I just have one more question. If I wanted to check, um, is there an online portal?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For this where I can go get more info on my.
[CUSTOMER][NEUTRAL] Everything
[AGENT][NEUTRAL] Yeah, so you'll go to [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And from there you'll uh enter in as a new user you'll need to use the email address that we have on file and any and um the zip code that we have on file which you've already told me the zip code and it matches um what email address do you want us to have on file for that? I think I have one but I just wanna check.
[CUSTOMER][NEUTRAL] It should
[CUSTOMER][POSITIVE] Sure, yeah, it should be [PII].
[AGENT][NEUTRAL] OK, yeah, so you'll need to use that email because it talks through this system um so use that email and the uh zip code that you have on file with us, and then you can uh even submit claims through there, uh, check the status.
[AGENT][NEUTRAL] And you should be able to have your policy documents with you as well.
[CUSTOMER][POSITIVE] OK amazing thank you so much.
[AGENT][POSITIVE] OK. Thank you for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] Bye bye