AccountId: 011433970860
ContactId: 2c840261-48d0-42ce-abf5-7d4e5a6bdea6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251759 ms
Total Talk Time (AGENT): 84926 ms
Total Talk Time (CUSTOMER): 158835 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/2c840261-48d0-42ce-abf5-7d4e5a6bdea6_20250129T15:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the care team. How you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Hey, I'm doing so wonderful. I have um an insured, um, she's the spouse of uh one of our insured, um, but she's on the policy, she's on the line, verified everything with me and she just wants information about continuing, uh, the gap insurance through COR, um, what information they might need.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, I can help her with that. What's that policy number?
[CUSTOMER][NEUTRAL] 1,807,330
[AGENT][NEUTRAL] OK, hold on just a second.
[AGENT][NEUTRAL] 118.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] or whatever.
[CUSTOMER][POSITIVE] Yes, absolutely, and it's his wife Miss [PII] on the line.
[AGENT][NEUTRAL] OK, hold on just a second. EMPL 22906.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] She's not gonna be able to, but I'll, I'll let her know.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Mhm. Thank you.
[CUSTOMER][POSITIVE] My pleasure.
[AGENT][POSITIVE] Uh, good morning. Thank you for calling APL. This is [PII] in customer services. How are you, Miss [PII]?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm good and how can I help you this morning?
[CUSTOMER][NEUTRAL] OK, we just want, we're trying to understand our, um, uh, we've had APL health insurance, I'm sure you can see or a gap insurance, whatever it's called, uh, since [PII]. Um, my husband is getting, taking severance from that company. Um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And gonna be doing contracting work, uh, with, with a different company. We're we're still gonna carry our Blue Cross. Well they switch to Blue Cross Blue Shield Insurance. We're going to be carrying that through COBR for the next year. We just wanted to evaluate if there's any way to continue this. At first we didn't know how to use this, this policy, but it actually is very was very valuable to us. So we want to know if there's any possibility to continue this or how this works.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] See, because this insurance was provided to us at no cost to us through his prior employer, so we don't, I don't, we don't know how much it costs per month or if it can be added to Cobra, etc. etc. lots of questions we'll get the details later, but just to see if it's even an option.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, um, well, he would have to go through, um.
[AGENT][NEUTRAL] Safe to Pay Incorporated, he would have to keep their major medical and um he would have to send in his premium to them and then they would, well, they're no longer with us so I don't know if they could.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] He's not gonna be with that. Correct, exactly. Now, safety pay, they switched insurance at the end of the year. That's, and they, they were not going to cover this for, uh, any, any longer for anybody. It was unusual to have. So they, that's why it's lapsed. And they switched from our major medical from United Healthcare. They switched, you know, after the first of the year or um to uh Blue Cross Blue Shield, which is what we have right now.
[AGENT][POSITIVE] Right, you're right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, um, so it cannot be.
[CUSTOMER][NEUTRAL] So, that's why I realized there's a, there's a gap in there. So, yeah.
[AGENT][NEUTRAL] Right. Yeah, but it, it cannot be kept on Cobra as, you know, unless the group, yeah, cause it goes with the group's major medical and
[CUSTOMER][NEGATIVE] It cannot be kept on Cobra.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, once the group canceled, yeah.
[CUSTOMER][NEGATIVE] I figured, so this is not.
[CUSTOMER][NEUTRAL] This is not something we can purchase on independently like if we're on COBR Blue Cross Blue Shield, is this something we can go to a broker and purchase, you know, this policy, or is that only through a group?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's only through groups.
[CUSTOMER][NEGATIVE] OK, so it's impossible for us to keep it.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK. That's all. We just wanted to get, we, we assume that, but we just wanted to confirm that and not be, you know, think, oh, because we're willing to pay for it if we had to, although we have no idea how much it cost, uh, to keep it going. So, OK, well, we've enjoyed it while we had it.
[AGENT][NEUTRAL] To be sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. Well, is there anything else I can help you with?
[CUSTOMER][POSITIVE] So, all right. Well, thank you for answering.
[CUSTOMER][POSITIVE] Not at the moment, that should do it. Thank you very much.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You have a wonderful day.
[CUSTOMER][POSITIVE] Thank you very much. You too. Bye-bye. Bye.
[AGENT][NEUTRAL] OK. Goodbye. Mhm.