AccountId: 011433970860
ContactId: 5dd234c6-1b27-4d6e-9d5b-a569bd5fbd71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88059 ms
Total Talk Time (AGENT): 16717 ms
Total Talk Time (CUSTOMER): 29370 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/5dd234c6-1b27-4d6e-9d5b-a569bd5fbd71_20250312T15:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from Benefit Mall regarding the group Ventana Sarah.
[CUSTOMER][NEUTRAL] And I just wanted to confirm that a member, if a member was enrolled in COBRA coverage.
[AGENT][NEUTRAL] Sure we could check that. Uh, just one of your employees, uh, if they had cover coverage currently?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII], I'm sorry, what did you say your last name was?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you for that and then just to confirm you are the uh admin for the group, [PII]?
[CUSTOMER][NEUTRAL] We're the general agent for the group. I'm calling from Centersstone Insurance, doing businesses benefit mall.
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Hello?