AccountId: 011433970860
ContactId: 217297e3-1e05-402c-ab8b-6d1d4c2c4351
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112839 ms
Total Talk Time (AGENT): 44411 ms
Total Talk Time (CUSTOMER): 75968 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/217297e3-1e05-402c-ab8b-6d1d4c2c4351_20250611T20:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] Broker Resources. Can you help me with this group 17222? I have a quick question.
[CUSTOMER][NEUTRAL] CW Fisher Electric.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I've got an email coming from.
[CUSTOMER][NEUTRAL] This is from I guess NAS, uh, saying good morning team follow up on this case and they're asking for us, please advise of the below contact information for COBRA TPA for group 17222. We don't handle their COR, right? We wouldn't have that information.
[AGENT][NEUTRAL] Um, no, not to my knowledge. From what I understand with COR, it would still have to go through the group. Um, they can, the group can let us know that said insured is on COR just so we can document it in our system, but we don't.
[CUSTOMER][NEUTRAL] That's what I got.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't take separate payment. It's gonna come from the group.
[CUSTOMER][NEUTRAL] Right, they just send us something.
[CUSTOMER][NEUTRAL] Yeah, that's what I thought. So I think they're confused. So basically they just need to let us know, hey, this person's continued on COBR, still on COR for this month. They sent us a monthly notifications, but then they need to contact the COBRA third party administrator for this information because we don't know who that is.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I just wanted to confirm I wasn't crazy because that's what I thought too, so I will, I will let them know. Mhm.
[AGENT][NEUTRAL] No, no. That, that's how I unders that's how I understand COR when it comes to like the Medlink products, um, that it's still, no matter what, it's still got to come from the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, cause we don't
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Right, because we don't handle any COBR for any of the groups. They're gonna get their own COBR administrator on us. OK, perfect. That's all I need. I just wanna confirm nothing changed. Thank you so much. Yeah, you have a good day. Thanks. Bye bye.
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][POSITIVE] Yes, ma'am. You're welcome.
[AGENT][NEUTRAL] You too, bye.