AccountId: 011433970860
ContactId: 638e2b62-1967-49e7-922f-c443428252e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346779 ms
Total Talk Time (AGENT): 189369 ms
Total Talk Time (CUSTOMER): 109209 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/638e2b62-1967-49e7-922f-c443428252e7_20250130T22:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling the EPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you today?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][POSITIVE] I'm good, dear, thank you so much um I was wondering if you could look at a policy with me can I give you that number?
[AGENT][NEUTRAL] Certainly.
[CUSTOMER][POSITIVE] Thank you whenever you're ready let me know.
[AGENT][POSITIVE] I'm ready, dear, go ahead.
[CUSTOMER][NEUTRAL] OK. It's 186-7002.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Uh, let me finish out what I was doing real quick it'll let me. I'm sorry.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] OK, let me guess if I get the screen now.
[AGENT][NEUTRAL] 1867002.
[AGENT][NEUTRAL] OK. any day now. [PII].
[CUSTOMER][NEUTRAL] Yeah, so we're speaking with Mr. [PII], um, and let me preface this by saying I hope I called the right department, um, so he, so he was calling to check on his policy because he's like I've never used it. What kind is it? And of course I'm looking at it and it's lapsed. Well, he says that he retired and continued his policy through Cobra.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] And so I'm just confused on because it's not showing active.
[AGENT][NEGATIVE] No, it's definitely not.
[AGENT][NEUTRAL] Did you, did
[CUSTOMER][NEUTRAL] And he says he
[CUSTOMER][NEUTRAL] Pay through it through COR I guess or something.
[AGENT][NEUTRAL] He said he was
[AGENT][NEUTRAL] Well, that would go through his employer and to us, right? If I'm I'm mistaken.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm not mistaken, that's how it works, um.
[CUSTOMER][NEUTRAL] I don't even know if y'all can do anything for him or.
[AGENT][NEUTRAL] I don't either because it's been almost a year and I don't know how long. All right, OK, all right, um.
[AGENT][NEUTRAL] Let me speak to Mr. [PII].
[CUSTOMER][NEUTRAL] Are you sure?
[AGENT][NEUTRAL] I don't know, I, I don't know what else to do.
[AGENT][NEUTRAL] Other than
[CUSTOMER][NEUTRAL] I mean, yeah,
[CUSTOMER][NEUTRAL] Yeah, I mean, it just all the information I found was just that meddling policies can be continued with their employer on COBR as long as the employer continues the group's major medical but I couldn't find anything else.
[AGENT][NEUTRAL] Oh see state, yeah.
[AGENT][NEUTRAL] Yeah, as long as he continued on the group's major medical, he could continue it, but.
[CUSTOMER][NEUTRAL] And guru
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, um, did he, did he say if he continued on the major medicals?
[CUSTOMER][NEUTRAL] Mhm, yeah, he says that he's paying for it.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Excuse me. Oh my goodness, I'm gonna start coughing.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Send and insure the cobra info on me link.
[AGENT][NEUTRAL] APL or the group. OK, let's see, do we have any notes that [PII].
[CUSTOMER][NEUTRAL] The only
[AGENT][NEUTRAL] Last week last see with added with code oh wait a minute with.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Per hub requestsle future laps they and added Cobra. Holy moly, and then.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEGATIVE] Oh no, oh no. Oh no. Oh my God.
[CUSTOMER][NEUTRAL] That's why, that's why I was confused, [PII].
[CUSTOMER][NEUTRAL] We had a boo boo, it seems like.
[AGENT][NEUTRAL] Um, so, let me get with [PII]. Is this [PII]?
[AGENT][NEUTRAL] P I N um Florida, [PII] screen it it yes notes notes. All right, I am going to have to have [PII].
[AGENT][NEUTRAL] Research this [PII] researched this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And get back with him.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So let him know that we um.
[AGENT][NEUTRAL] Just let him know that we are going to research this and that we will have someone give him a call back and did he call um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's uh let me get his phone number. Is he calling from [PII]?
[CUSTOMER][NEUTRAL] Mhm, yup.
[AGENT][NEUTRAL] Also, so it's the phone number we have on file. OK, great. Tell him we will have someone give him a call back. It will more than likely be.
[AGENT][NEGATIVE] What's tomorrow Friday? Oh dear God, tomorrow is Friday. Crap, I hate when things are so close like that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, can you let him know that we're gonna have somebody research this and I'm going to start the customer service uh thing right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK, [PII], will do. I will.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You are wonderful. Thank you so much.
[CUSTOMER][POSITIVE] Oh no, thank you for helping me figure that out. I appreciate you.
[AGENT][POSITIVE] Uh, well, I'm not sure who's supposed to be doing what at this point, but, you know, I need, yeah, we need this checked out. So, OK, thank you, [PII]. Have a great day, honey.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. You too, dear. Bye-bye.
[AGENT][NEUTRAL] Mm.