AccountId: 011433970860
ContactId: 73b57730-08fe-4b04-8372-801c26b9d00b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 558890 ms
Total Talk Time (AGENT): 144516 ms
Total Talk Time (CUSTOMER): 150897 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/73b57730-08fe-4b04-8372-801c26b9d00b_20250624T18:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, um, I was just wondering, um, I'm wanting to get the continuation coverage, um, on my dental. Um, I just was wondering what the, um, billing, uh, was on it, but, uh, how much, uh, I need to send in cause I pull the sign, sign and date and return the form, the continuation coverage form. I just wanted to know how much you have to pay the uh premium to IC.
[AGENT][NEUTRAL] OK. What is your name?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sorry, can you hear me, ma'am? I'm sorry, this phone is cracked, so it kind of a thing, a thing of its own sometimes.
[AGENT][NEUTRAL] OK. And what is your name?
[CUSTOMER][NEUTRAL] Hello? OK. Yeah, [PII] Blood [PII].
[AGENT][NEUTRAL] What I'm sorry, what was that?
[CUSTOMER][NEUTRAL] You know my social?
[AGENT][NEUTRAL] Uh, have you got a policy number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] No, you can have my social though.
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's a good call back number for you just in case, please?
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] Yeah, yeah, that's right.
[AGENT][NEUTRAL] 618 right now?
[CUSTOMER][NEUTRAL] 618-694
[CUSTOMER][NEUTRAL] 618-694
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 57
[CUSTOMER][NEUTRAL] 49.
[AGENT][NEUTRAL] OK. Just a moment, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let me see.
[AGENT][NEUTRAL] So you're saying you're wanting to continue your coverage, is that what you're saying?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see. Hold on just a moment. I am looking for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If I can get my fingers to work here. Hold on just a moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So I think you're gonna have to talk to your employer.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, so I'm showing your policies are still active, so, um.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me double check.
[AGENT][NEUTRAL] I'm double checking everything too, so.
[CUSTOMER][NEUTRAL] All right, OK.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I see it says the first premium must include all premiums retroactive to the effective date of the COBRA coverage.
[CUSTOMER][NEUTRAL] What does that mean?
[AGENT][NEUTRAL] OK. So, um,
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] See what this is.
[AGENT][NEUTRAL] Are you still with innovative Staff Solutions?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You are?
[CUSTOMER][NEUTRAL] Yeah, I am. Yeah, I'm not working right now, but I'm still with the company and I'm not working for where I was working, but I am still working.
[AGENT][NEUTRAL] OK, now your premium.
[AGENT][NEUTRAL] Right, OK, so what you would need to do is contact your employer because the premiums that you um.
[AGENT][NEUTRAL] are done.
[AGENT][NEUTRAL] We're gonna have to be sent to them and they would send us the premium.
[AGENT][NEUTRAL] So, um, I can give you that phone number.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, yeah, because it says that on your initial payment to the COR administrator.
[AGENT][NEUTRAL] I can
[AGENT][POSITIVE] Right, right, and they'll be able to help you with that.
[CUSTOMER][NEUTRAL] Oh, OK, OK, alright, OK, yeah, um, sure.
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] I can give you that number.
[CUSTOMER][NEUTRAL] OK, um, yeah, so that's what, um, I guess this is like a, like a new thing, right, where you can still have the coverage if you're not, even if you're not employed for so long, right? And I'm saying.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] The premiums would have to be paid through them.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] And I
[AGENT][NEUTRAL] So you would pay it to them and they would, they would be able to.
[CUSTOMER][NEUTRAL] And I just call and ask him what, how much I need to spend, right? OK.
[AGENT][NEUTRAL] Right, they can. So I can give you that it's 800.
[CUSTOMER][NEUTRAL] Yeah, I see what you're saying.
[AGENT][NEUTRAL] 908.
[AGENT][NEUTRAL] 1702.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And they'll tell me what I need to send in, I guess.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, well thank you. I appreciate your help.
[AGENT][NEUTRAL] All right, [PII], is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, um, that, that should be it, but, um, so the policy is active though so far.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] If I do go to the dentist.
[CUSTOMER][NEUTRAL] A it or what?
[AGENT][NEUTRAL] It is active as of right now, so you would like I said, you would need to talk to them.
[CUSTOMER][NEUTRAL] OK, that's what I'm saying, yeah.
[CUSTOMER][POSITIVE] Yeah, OK. Yeah, I'm gonna call him right when we get off here, so, OK, yeah, I appreciate it. Thank you so much.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're so welcome, [PII], and thank you for calling APL. You as well. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] All right. Have a good day.
[CUSTOMER][NEUTRAL] Uh-huh, right.