AccountId: 011433970860
ContactId: 52e50961-d85e-4e51-beba-05785fec2dfb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 640059 ms
Total Talk Time (AGENT): 232257 ms
Total Talk Time (CUSTOMER): 211212 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/52e50961-d85e-4e51-beba-05785fec2dfb_20250326T13:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I hope you can help me um I'm calling to see if.
[CUSTOMER][NEUTRAL] Um, my fiance had had a policy with you guys and he left his employer, and I wanted to see if he possibly still eligible for COBRA or he can get his own policy through you guys.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And who I can talk to to find that out.
[AGENT][NEUTRAL] All right, uh, Miss, may I have your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, Ms. [PII], and um is your husband um nearby for him to authorize you to provide information about the policy?
[CUSTOMER][NEUTRAL] I should be on there because I think he put me on there before.
[AGENT][NEUTRAL] All right, um, and do you happen to have the policy number?
[CUSTOMER][NEUTRAL] Yeah, he's he's he's driving right now and I I don't have a way to get a hold of him.
[AGENT][NEUTRAL] OK, um, do you happen to have the policy number?
[CUSTOMER][NEUTRAL] Yes, um.
[CUSTOMER][NEUTRAL] Wait a minute. I've got a group number.
[CUSTOMER][NEUTRAL] Group affiliate, it's gotta be on here somewhere.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 148, I'm sorry 149.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 23
[AGENT][NEUTRAL] Alright, and now let me just a second to search it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] All right. Unfortunately, I don't see you listed here in the system and uh I'm unable to provide um information about the policy, Miss [PII].
[CUSTOMER][NEUTRAL] Well, can you, can you answer me this? Is he eligible for COA?
[CUSTOMER][NEUTRAL] Or can I, can we, can we get a new policy?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because he's no longer with that company, can he set up, can he set up his own policy under under his own business?
[AGENT][NEUTRAL] Um, I will have to look up the policy if it is portable or not for um him to keep it. However, APL doesn't offer individual, um,
[AGENT][NEUTRAL] Products, they are only set up um through the employer.
[CUSTOMER][NEUTRAL] OK, so if he has his own business, would that, would that be considered an employer?
[AGENT][NEUTRAL] Uh, no, it was still um qualify as an individual product.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] But if um he could give us a call or if you can get a hold of him, um, we, we could provide more information about the policy. How um other than that, unfortunately, I'm unable to do so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] No, I totally understand that. I'm trying to think of how we can um.
[CUSTOMER][NEUTRAL] How we can do that? I mean, I could try and do a 3 way call.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And see if he's available, um.
[CUSTOMER][NEUTRAL] Hold on a second. Do do you have a second?
[CUSTOMER][NEUTRAL] Let me see if he answers.
[CUSTOMER][NEUTRAL] Hopefully he stopped and he can.
[CUSTOMER][NEUTRAL] OK, so sure, why not. All right, hold on.
[CUSTOMER][NEUTRAL] Ma'am, are you there?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK. I've got [PII] on the phone.
[AGENT][NEUTRAL] All right. Good morning, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] Hello, good morning, um,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Sounds like I woke you.
[CUSTOMER][NEUTRAL] No, I was just to go to sleep. Oh, OK. Well then I caught you at a good time. Um, she, I'm sorry, ma'am, what was your name again?
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] [PII], um, [PII] needs it needs, um, your authorization so that I can talk to her about the policy that you had when you were with, um.
[CUSTOMER][NEUTRAL] The company [PII], [PII] talk to [PII] about anything that you want.
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] All right. And before I do any, um, before I do so, um, can you verify your date of birth and address for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and the address?
[CUSTOMER][NEUTRAL] And heck if I know what that.
[CUSTOMER][NEUTRAL] The address, the address, the address on the policy is [PII].
[AGENT][POSITIVE] All right, thank you very much.
[CUSTOMER][NEUTRAL] Is that the one you have?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that needs to be changed.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, and due to HIPAA um limitations, uh, this permission will be allowed for only 24 hours. Um, other than that, uh, any other time that more information will be requested, you can sign a HIPAA notification that you can find through our website and as for now.
[AGENT][NEUTRAL] The policy information, this is a group life policy. I'm trying to see if it is portable.
[AGENT][NEUTRAL] Um, which would mean that you get to keep the policy even after, um, terminating your employer, um, your employment with your employer, um, but I don't see any information of it. Uh, I'm not being able to find it.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now, if you need to go, she can go to sleep. I can take it from here.
[CUSTOMER][NEUTRAL] Yeah, I just want health insurance. That's all I want. Yeah, yeah, cause if, if, if we can't, I'll, I'll figure it out, but um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because, because you have to with this, she said with this company you have to go through an employer.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] So that's, but I'm well that I explained that, but she said it has to be had I told her you have your own company, and he wouldn't be if he has his own company, would he be able to, but he would be an individual correct?
[AGENT][NEUTRAL] Yes, what, um, I mean, yes, what I mean with the company is that we offer products to groups, um, with certain number of employers that have to go through certain setups and all of that it's a more of a complicated process. We don't offer an individual, yes, individual product.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sounds like you're barking up the wrong tree, [PII]. I might be, but I'm still, I'm still gonna try this route to see if we, you know, if we can get cobra for now.
[CUSTOMER][NEUTRAL] And see what see if that's if I know, but if, if he gets Cobra, it's the same, it's the same policy that he had, correct?
[AGENT][NEUTRAL] Yes, it will be, yes, it will be for the same one. if he tries to set up through Cobra, that will be something that has to be uh sent to the employer so they can go ahead and send us the the paperwork and that way we go ahead and process it.
[CUSTOMER][NEUTRAL] The same coverage.
[CUSTOMER][NEUTRAL] OK, that may take, uh, yeah, we might not be able to do that. What do you think, [PII]?
[CUSTOMER][NEUTRAL] Because that that may get drawn out and we need to get him insured by [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is there anything that you see [PII], that that would help us right now?
[AGENT][NEGATIVE] Unfortunately, I don't see where um the portability rider, which would mean that you can um self-pay the policy. I'm not being able to find it, so I would say um it is not a portable policy.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, mhm.
[CUSTOMER][POSITIVE] I truly appreciate your time.
[AGENT][NEUTRAL] Mhm. Um.
[CUSTOMER][NEUTRAL] Is there anything else you can think that that would help us?
[AGENT][NEUTRAL] I do have the um new TBA phone number. You can probably get, give them a call and see how you can go about the policy.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Would you like me to um to provide it to you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, that will be [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate your time.
[AGENT][POSITIVE] All right, you're very welcome and I hope you all have a nice day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you.