AccountId: 011433970860
ContactId: 5cf2f2ad-2953-45d0-99c9-125d9d9d2536
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96379 ms
Total Talk Time (AGENT): 28217 ms
Total Talk Time (CUSTOMER): 50531 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/5cf2f2ad-2953-45d0-99c9-125d9d9d2536_20250409T13:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the ideal company, and I just had a quick question regarding um adding an employee.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I can help you with that. And could you give me your name again? I'm sorry.
[CUSTOMER][NEUTRAL] That's OK, it's [PII].
[AGENT][NEUTRAL] OK. And what is the group number?
[CUSTOMER][NEUTRAL] 13275.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And are you on the portal right now?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] How can I help?
[CUSTOMER][NEUTRAL] I just, um, my question was whenever I'm adding an employee whenever on the cobra yes or no, is that like what is it asking about the COA like is he eligible for COA should something happen or is he having coverage through COA or what is it? What is the yes or no?
[AGENT][NEUTRAL] What kind of plan is it?
[CUSTOMER][NEUTRAL] Um, Medlink.
[AGENT][NEUTRAL] A link, OK, um, so you would put a yes on that.
[AGENT][NEUTRAL] It's just asking if if he's eligible for COBR.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's what I thought because I had put no and I was getting ready to finish it and I was like I that that's OK, that answers my question.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there
[CUSTOMER][NEUTRAL] OK, well, that was all I needed.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.