AccountId: 011433970860
ContactId: 5bf414f8-e0ac-4a6c-9558-af5b95d9bdde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 540960 ms
Total Talk Time (AGENT): 127428 ms
Total Talk Time (CUSTOMER): 175829 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/5bf414f8-e0ac-4a6c-9558-af5b95d9bdde_20250429T13:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, um, hi [PII]. It's [PII]. Um, I'm calling to see um if the premiums are going to increase starting in June because I know, um,
[CUSTOMER][NEUTRAL] With the gap insurance, I'm on Cobra, so I just wanted to see when I pay my company like if it increased because I know June is a is a new enrollment.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do. It's 00971100.
[AGENT][NEUTRAL] And can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And then what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, last thing a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And you want to check on those premiums for your Cobra, is that right?
[CUSTOMER][NEUTRAL] Yeah, I, I, um, I know that our, um, insurance goes up, um, well, it, it, it changes, you know, [PII] is, uh, renewal, so I just wanted to make sure if it's still, I mean, I was paying I think 9902 or something like that, so I don't know in June because I'm gonna pay, you know, um, through my CO eligibility, um, a check to the CFO.
[AGENT][NEUTRAL] OK, let me see. Um.
[AGENT][NEUTRAL] Let me place you on a brief hold. I need to figure out where I can send you because I usually just do with claims and then eligibility. So hold on one moment, OK?
[CUSTOMER][NEUTRAL] Uh, I didn't know if it was like maybe billing. I don't know.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][NEUTRAL] Yeah, of course, mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you so much for holding, [PII]. I'm, I'm gonna get you over to our customer service department. They're the ones who can help you with this. Um, hold on one moment.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you. Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] [PII], this is [PII] on the care team, and I've got a member on the line that had questions about her CoR premiums.
[AGENT][NEUTRAL] I wasn't sure if that was customer service. I didn't see it listed under billing.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, uh, let me look at the policy.
[AGENT][NEUTRAL] Uh, policy number is 971,100.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And you said her
[CUSTOMER][NEUTRAL] Premium, cover up premiums?
[AGENT][NEUTRAL] Yeah, she's she's asking about, I guess her policy renews [PII], and she's asking, will the premium increase or do we know if it will?
[CUSTOMER][NEUTRAL] Um, I see that she's still under the group, so that will depend on um the group's renewal if they get to change any type of plan, um, if, um, yeah, that, that depends on the, on the group.
[AGENT][NEUTRAL] OK, yeah, OK, so she's not on Cobra then, right?
[CUSTOMER][NEUTRAL] No, I don't see here that she's on Cobra.
[AGENT][NEUTRAL] OK, so if she's, maybe she's thinking, maybe she's planning on terminating. So if she's planning on terminating, we'll send her a letter and that will indicate if there's any increase in premium.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, mhm. Well,
[CUSTOMER][NEUTRAL] Even if she terminates, she will have the option for COBRA, but that will be about it. The continuation with COR will remain with the same premium unless she decides to go higher or upper on the plan, depending on um what the group has.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] But that the premium goes um up or high depending on, yeah, the premium and if she is on renewal date and able to do that, she can do that on the middle of the year.
[AGENT][POSITIVE] OK. OK. All right. Thank you very much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, sorry about that. Um, are you, I don't show that you're on Cobra. I still show you're under your group. Is that?
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][POSITIVE] OK, yeah, it should be under the group, yes.
[AGENT][NEUTRAL] OK, so are you planning on terminating?
[CUSTOMER][NEUTRAL] Um, I did terminate.
[AGENT][NEUTRAL] OK. Um, when, when was that?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Um, 4.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, let's see.
[AGENT][NEUTRAL] Uh, let's see, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so is, is [PII] taking your premium out?
[CUSTOMER][NEGATIVE] No, I have to like I pay the um company.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I know the premium is 9902.
[CUSTOMER][NEUTRAL] Like for me for one person.
[CUSTOMER][NEUTRAL] And then June is, you know, it's their renewal.
[CUSTOMER][NEUTRAL] And so I just wanted to see if is it the same amount or if it increased.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, we haven't received any renewal information from them yet.
[AGENT][NEUTRAL] Um, I, yeah, I don't show anything on file yet, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe I'll call in June.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Yeah, probably call towards the end of May, um, and then we should have information on whether it's increasing, but we haven't been notified yet of any increases, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it, got it. OK, alright, I'll do that then.
[AGENT][POSITIVE] OK, well, thank you for calling [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mhm.