AccountId: 011433970860
ContactId: 64cdbaa1-321a-45c4-a35f-be84d06193b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351920 ms
Total Talk Time (AGENT): 156954 ms
Total Talk Time (CUSTOMER): 171163 ms
Interruptions: 4
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/64cdbaa1-321a-45c4-a35f-be84d06193b4_20250303T19:20_UTC.wav
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[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, this is [PII] with USI. I was giving you a call regarding a client we just had a couple of questions.
[AGENT][NEUTRAL] OK. Do you have the group number?
[CUSTOMER][NEUTRAL] I do, um, give me just a moment.
[CUSTOMER][NEUTRAL] Why can I not find it now? Sorry, give us just a second. We've had some back and forth.
[AGENT][NEUTRAL] Oh, you're fine, no hurry.
[CUSTOMER][NEUTRAL] It's for health, it's health holdings, um.
[AGENT][NEUTRAL] I can look up the name of the group, yeah, that's fine. Let me look real quick.
[CUSTOMER][NEUTRAL] OK, Health Holdings Company LLC.
[AGENT][NEUTRAL] OK, hold on, let me get up that way. I holding.
[AGENT][NEUTRAL] Health buildings company out of [PII] 256-47 I think. Let me see.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes, 256-47, yes ma'am.
[AGENT][NEUTRAL] OK, let me get into that group.
[AGENT][NEUTRAL] Health Holdings company. OK, I have it. How can I help you?
[CUSTOMER][NEUTRAL] So there's a question we did get confirmation that the gap plan their gap plan is um COBR eligible.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do y'all send out separate notices to participants?
[CUSTOMER][NEUTRAL] When somebody terminates or.
[AGENT][NEUTRAL] I don't think.
[AGENT][NEUTRAL] I don't think we send out the cover letters or let me see, let me look really quick. Do you have somebody that's recently terminated that needs to go on COR?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] We do, um if they want a lot we don't know if they want less, but we do know somebody that has terminated recently and so they're up in arms about it.
[AGENT][NEUTRAL] You have the name?
[AGENT][NEUTRAL] Can you, can you give me the name so I could just double check and see if we've sent out a letter?
[CUSTOMER][NEUTRAL] Yeah, I have my colleague in here too, so, um, her name is [PII], so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In case you hear another voice. Um let's look up [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name [PII].
[AGENT][NEUTRAL] [PII], OK, hold on just a second here.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So I guess let me give you the little backstory real quick. So our issue is we set the gap plan up with the COR vendor which is ISolved benefit services, and it's the file feed from Employee Navigator and ISolved is now saying we got a kickback saying that the gap plan is not COBR eligible.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so we're needing to know if your company reaches out to the employee directly to continue that product, that's great, that will handle our issue with ISolve we will just take the gap plan off the COBRA notice. If not, then we have to work with ISolve to figure out why they're saying it's not COR eligible and what the kickback is if that makes any sense.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Makes sense. Oh yeah, makes sense because I usually we just lost the coverage. I'm, I'm don't believe we usually the employer is the one that sends out the cover notices or if they have a company that handles that, but let me, before I answer that, let me, um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Can you hold on for just a second? Let me grab somebody. Let me ask a question really quick to our billing department. Do you mind holding for just a second? OK, thanks.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah that's fine thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in Parker Resources. I have a question.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so when we, if we have a gap policy, most of those are eligible for COBRA to go, you know, to extend on COBRA, but we don't send, we don't, I know we don't, I'm just confirming because I've got a company on my other line asking if we reach out to the customer individually to let them know that they can elect COR, but we wouldn't do that. Would we, do we send a letter out to them and then their employer would send the COR letter? do you know?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I believe the employer is supposed to send the, the cover letter. Um, the only thing that we would send out is, you know, when we cancel their policy for the group's request, if the policy is eligible to be continued, then, you know, the system will automatically send a letter out, um, but I believe the group is the one that sends the letter out for COR.
[AGENT][NEUTRAL] That's what I thought.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's what I thought. I said we don't handle the cobra, yeah, then they send us the COR election or whatever that they want to do. OK, so we would just send a letter out saying, hey, your coverage is lapsed, um, you know, if you want to keep the coverage, let us know or whatever they need to do. Um, OK, OK, that's all I needed. Thank you so much. bye.
[CUSTOMER][NEUTRAL] And then they would send
[CUSTOMER][NEUTRAL] Right. Right. Mhm. Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. No problem. You're welcome. Bye.
[AGENT][NEUTRAL] Thank you for holding. So I did confirm with them, we don't send, we like if your coverage lapsed with us, you just get a letter from us saying that your coverage has lapsed. But as far as COR, the cover letter would be coming from the employer or whoever they've hired to handle that because they have that 60 day window to apply. When was she supposed to term? Was it [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The vendor
[CUSTOMER][NEUTRAL] Um, we actually don't have that information. We just have the name and an email, so, um.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] We will, I think, I think that answers our question. So it is called eligible benefit. It needs to be added to the feed is what I'm hearing. It's, is that correct? OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I mean, as far as I'm, yeah, as far as I know them all the gap policies are eligible under cover, yeah.
[CUSTOMER][NEUTRAL] Right, OK, that's what we thought we thought too, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much we appreciate you thank you.
[AGENT][POSITIVE] Thank you, no problem. You you have a great day. Thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You too uh huh bye bye.