AccountId: 011433970860
ContactId: 322b3c1d-a853-4463-96f7-2bbea2048e5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145399 ms
Total Talk Time (AGENT): 49388 ms
Total Talk Time (CUSTOMER): 60003 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/322b3c1d-a853-4463-96f7-2bbea2048e5a_20250116T20:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] at Stockton and Associates. Um, I was wondering if you could verify if an APL gap plan is eligible for for COBR coverage.
[AGENT][NEUTRAL] I can certainly try uh what's the group number?
[CUSTOMER][NEUTRAL] The group number.
[CUSTOMER][NEUTRAL] Is 21144.
[AGENT][NEUTRAL] OK, and this is the Lindsay Municipal Hospital Authority?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, our Medli is COROR eligible.
[CUSTOMER][NEUTRAL] It is, oh, OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect. OK.
[AGENT][NEUTRAL] Um, so what they'll have to do is their CRA administrator will just need to let us know that they're on Cobra and then they'll have to get the premiums probably to the group for the group to submit over to us.
[CUSTOMER][NEUTRAL] What is the uh is there an email address that that that that could be submitted to uh a cobra, uh yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure and so you can send that um notice to [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so if a, if you received a cobra notification for someone at that email address, would that be?
[CUSTOMER][POSITIVE] Appropriate
[CUSTOMER][NEUTRAL] Because we're we're setting everything up kind of on an electronic feed and that's going from the system over to um over to the Cobra administrator and the corer administrator then sends out the notice that.
[AGENT][NEUTRAL] Oh, they can send it to us then that's fine.
[CUSTOMER][POSITIVE] OK, OK, alright, OK, thank you so much I appreciate it.
[AGENT][NEUTRAL] Alright and is there anything else I can do for you?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] Alright well thanks so much for calling APL have a great day.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye bye.