AccountId: 011433970860
ContactId: 6d90a19d-01d7-487b-8137-c9a8ae057fb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 542890 ms
Total Talk Time (AGENT): 211405 ms
Total Talk Time (CUSTOMER): 206105 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/6d90a19d-01d7-487b-8137-c9a8ae057fb3_20250401T22:03_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, good afternoon. My name is [PII]. Um, I have a policy, uh, I have a medi uh Medicare uh benefit card with the APL, but now they I think they told me they closed it. So do you have some another resource for me?
[AGENT][NEUTRAL] Do I have other resorts resorts for you?
[CUSTOMER][NEGATIVE] Yeah, like, because, uh, I call the staffing, I was working with Morales group, so they don't have a work for me. So that uh I tried to pay the last 3 times me automatically with this.
[CUSTOMER][NEGATIVE] And then they say I can't be continue this benefits because I'm not working with the staff.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, um, so do you need to apply for COBR?
[CUSTOMER][NEUTRAL] Yeah, please, if you have something.
[AGENT][NEUTRAL] So that information will come from your HR department.
[AGENT][NEUTRAL] So you would contact the location where you used to work and have them give you the COBR documents.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um,
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, those would come from your employer. So you would just reach out to them and just say, hey, um, you know, I know I no longer can have this coverage, but I still want insurance and can you provide me with the COA documents, um, and then they would give you those, you would fill those out and submit it to them, and then they would send them to me once you have them filled out.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, so I have to call me personally or they call uh where I'm working now, the [PII] the staff.
[AGENT][NEUTRAL] Yeah, you will call your HR department, the, the, the people you used to work for.
[AGENT][NEUTRAL] And have them to just send you the COBRA documents.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] So, do you give me the number?
[AGENT][NEUTRAL] Um, I don't have the number to your HR department.
[CUSTOMER][NEUTRAL] Oh, OK. You say, um, the place, I'm sorry for my miscommunicated, uh, where I'm working now with another coffee.
[AGENT][NEUTRAL] Yeah, the place where you used to work.
[AGENT][NEUTRAL] Your old job that you have.
[CUSTOMER][NEUTRAL] So, I call them my staffing.
[AGENT][NEUTRAL] Yeah, so you'll call the temp agency and tell them to give you some COR documents.
[CUSTOMER][NEUTRAL] OK, OK. Let me write down.
[AGENT][NEUTRAL] Yeah, you'll tell them the same thing you you told me. You'll just say, hey, my, my contract has ended, you know, on my last job, but I still want to have insurance.
[AGENT][NEUTRAL] Um, you would just let them know to provide you with the COR documents.
[CUSTOMER][NEUTRAL] OK, cover document, the name is.
[AGENT][NEUTRAL] They do yeah we do um there is, if you have access to our website, we do have those same forms on our website too.
[AGENT][NEUTRAL] So like if you go to [PII].
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] [PII]. You can search for the cobra. like you can type in Cobra and you can pull the same documents or if you don't mind calling your temp service, you can ask them for the documents too.
[CUSTOMER][NEUTRAL] OK, Corva. What is this Cobra CO?
[AGENT][NEUTRAL] C O B R A
[CUSTOMER][NEUTRAL] RA Cobra, OK.
[AGENT][NEUTRAL] Yes, tell them that you need your COBRA documents so that way you can continue.
[AGENT][NEUTRAL] With your coverage. And then they'll know what you're talking about, and they'll give you a form, and you'll just put on that form, you know, what coverages you want. Just kind of how like how you did with APL and you just say what you want to keep, and then they'll send it over to me to enroll you under COR.
[CUSTOMER][NEUTRAL] OK, OK, OK. Oh my God, I'm happy today. But I was today, this staffing, when I speak them, they say because they have the staffing a small uh employer they have, they don't have uh them own benefit. That's working?
[CUSTOMER][NEUTRAL] It doesn't matter.
[AGENT][NEUTRAL] You said um.
[AGENT][NEUTRAL] What, what did you say?
[CUSTOMER][NEUTRAL] This stuffing, the new stuffing.
[CUSTOMER][NEUTRAL] The new staffing sending me another uh warehouse. They told me they them own a benefit card, they don't have it because the staffing a small one, you know? Like, uh, they have a few people, but you say the HR have to communicate to you, no? That's it, that's correct.
[AGENT][NEUTRAL] Let me just double check, and you said they told you that the new job site doesn't cover big beca doesn't cover benefits in the car because it's too small?
[CUSTOMER][NEUTRAL] No, yeah, because they have like, they don't have a lot of um employers, so this stuffing, they don't have uh coverage, but.
[CUSTOMER][NEUTRAL] I was today afternoon speak them.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] But I don't know, like, if you won't tell me, um, I have to try again.
[AGENT][NEUTRAL] Because it sounds like you have benefits in a car or had benefits in a car. What was the old staffing what's the staffing agency you're with?
[CUSTOMER][NEUTRAL] Uh, capital, uh, capital city, uh, staffing.
[CUSTOMER][NEUTRAL] Let me, uh, give you wait. I have text messaging in this and.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um, I tell you, OK, well today, yeah, no, no capital city, Capital staffing [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh, capital staffing.
[AGENT][NEUTRAL] Do you have a number just in case, cause I want one of my seniors just to double check. Do you have a good number that they can call you back on? Is it the [PII] number?
[CUSTOMER][POSITIVE] Yes, yes, yes, yes.
[AGENT][NEUTRAL] And what was your name again?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Capital CAP
[AGENT][NEUTRAL] No, what's your name?
[AGENT][NEUTRAL] No, what's your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's that.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Um,
[AGENT][POSITIVE] OK, I'll just give you a call back that way I can give you guaranteed information because I didn't realize you had benefits in a card, so that might be a little different. So I just wanna make sure I'm giving you the right information, OK?
[CUSTOMER][NEUTRAL] OK. OK. OK. Bye. OK.
[AGENT][NEUTRAL] So, can I call you back tomorrow morning?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes. Uh, what time do you have, uh, you have time like I'm starting [PII], work.
[AGENT][NEUTRAL] Yeah, that's fine because we start at [PII].
[CUSTOMER][NEUTRAL] OK. You can call me at [PII], yeah.
[AGENT][NEUTRAL] OK, I'll call you tomorrow.
[CUSTOMER][POSITIVE] OK, sweetie. OK, thank you so much. OK. OK, bye. God bless you. Bye.
[AGENT][POSITIVE] All right. Have a great day.
[CUSTOMER][NEUTRAL] OK, bye bye.