AccountId: 011433970860
ContactId: 5e8bd4a2-4bc9-4f68-8a30-7b892b8b624b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258760 ms
Total Talk Time (AGENT): 160554 ms
Total Talk Time (CUSTOMER): 71382 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/5e8bd4a2-4bc9-4f68-8a30-7b892b8b624b_20250428T16:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the EPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. How are you doing?
[AGENT][NEUTRAL] I'm fine, [PII]. How are you?
[CUSTOMER][POSITIVE] I'm doing good thank you um I have a uh broker's assistant on the line and I was curious if you could help me with something or she's not on the line she's on hold, um, but I was curious if you could help me with something.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] I'll certainly try. I'll be glad to try.
[CUSTOMER][NEUTRAL] OK, perfect. So I, I guess she reached out and um one of the employees was never received paperwork about Cobra and I was curious if you could help me with this.
[AGENT][NEUTRAL] OK, Cas. What's that group number?
[CUSTOMER][NEUTRAL] It's gonna be 256-69.
[AGENT][NEUTRAL] For some reason I'm thinking they get their paper all that stuff from their employer.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The cover paperwork from their employer.
[AGENT][NEUTRAL] I will have to check. OK, is, uh, do they already have a policy with us?
[AGENT][NEUTRAL] So, so
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see if she was.
[AGENT][NEUTRAL] The person they're wanting to or what's the person's last name? I've got the group pulled up.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][MIXED] Uh, I don't have a [PII], but that doesn't mean anything. Uh, this GRP IQ screen is awesome, but it does not.
[CUSTOMER][NEUTRAL] So it looks like
[CUSTOMER][NEUTRAL] So it looks like she's in the labs group and she had a few plants.
[AGENT][POSITIVE] Uh, you know what, that helps. Thank you.
[AGENT][POSITIVE] Yeah, that helps a lot. [PII]. OK, [PII], is this a, um, Danny group? Oh, I bet it is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I think so it's [PII].
[AGENT][NEUTRAL] [PII] OK here we go, yep, it is.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So [PII].
[AGENT][NEUTRAL] is needing.
[AGENT][NEUTRAL] Cobra information to continue with our coverage.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Alright, let me go to our website. Let me go to [PII] and see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Claims and forms.
[AGENT][NEUTRAL] Uh, claims a lot.
[AGENT][NEUTRAL] A authorization, cancer change request continuation of health coverage, oh, this is something go online and get. This is at [PII] continuation of, well, continuation of health coverage form. I guess that's what they're talking about.
[AGENT][POSITIVE] Held casu
[AGENT][NEUTRAL] First be qualifying, yeah.
[AGENT][NEUTRAL] It's just a one page form. Let me check, make sure. All right, who do, who can I go to? Who I wish [PII] was here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] is on break, um.
[AGENT][NEUTRAL] La la la la la la la.
[AGENT][NEUTRAL] Um, [PII], let's check with [PII].
[AGENT][NEUTRAL] Oh, she gone, she gone to lunch.
[AGENT][NEUTRAL] OK, let's check with.
[AGENT][NEUTRAL] And it's probably.
[AGENT][NEUTRAL] Who do you, who do you have on hold?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK, um, just let [PII] know that there is uh on the on our website at [PII].
[AGENT][NEUTRAL] Under the claims and forms there is a cobra form there um if she'd like we can just email it to her but it's, it's on our website at [PII] on continuation of coverage and it's got COR, you know, in capital letters in parentheses.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK right.
[CUSTOMER][POSITIVE] OK perfect I will let her know.
[AGENT][NEUTRAL] OK. All right, thank you. Call me back if you need. Call me direct if you need any, if that's not what she's looking for.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][POSITIVE] OK sounds good thank you.
[AGENT][NEUTRAL] OK, thanks, bye.
[CUSTOMER][NEUTRAL] Bye bye.