AccountId: 011433970860
ContactId: 4d69f8f1-3f25-4584-ae3f-5989aadcb723
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88019 ms
Total Talk Time (AGENT): 37657 ms
Total Talk Time (CUSTOMER): 36382 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/4d69f8f1-3f25-4584-ae3f-5989aadcb723_20250411T15:37_UTC.wav
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[AGENT][NEUTRAL] Good Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] from Broker Resources. How are you doing today?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][POSITIVE] I'm doing good thank you. I was curious, are you able to see if someone is enrolled in Cobra for me?
[AGENT][NEUTRAL] Yes, I can tell. What's the policy number?
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] I don't have the policy number. I have the group name and the um employee's name or group number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] The group number is 24351.
[AGENT][NEUTRAL] And what's the employee's name?
[CUSTOMER][NEUTRAL] His name is [PII]
[AGENT][NEUTRAL] So if you elect the policy and go to pay that, it has a cover date listed and a bill indicator which states COA.
[CUSTOMER][NEUTRAL] OK, so he is enrolled in COR.
[AGENT][NEUTRAL] Yes, ma'am. And usually there's notes in here that tells that somebody placed it on Cobra as well.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII].
[AGENT][NEUTRAL] Yeah, it looks
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with for you there?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Have a good day. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.