AccountId: 011433970860
ContactId: 79894d0a-03e0-4c15-a566-93e2fa91e362
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156080 ms
Total Talk Time (AGENT): 51388 ms
Total Talk Time (CUSTOMER): 88233 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/79894d0a-03e0-4c15-a566-93e2fa91e362_20250428T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, hi [PII], this is [PII] Broker Resources. If I give you a group number, can you check on something for me?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, and our group number 24032 Pelican Shipyard and repair.
[AGENT][NEUTRAL] All right, and.
[AGENT][POSITIVE] Really quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You said 24032?
[CUSTOMER][NEUTRAL] Yeah, yep, yep, pelican shipyard and repair.
[AGENT][NEUTRAL] Alright, what you got?
[CUSTOMER][NEUTRAL] So they, I got a broker, the broker is emailing stating that there's a person covered under this group, [PII], was supposed to be re-enrolled um on COA and I didn't see any, I saw the person's terminated, but I don't see anything.
[CUSTOMER][NEUTRAL] I don't see any COBRA documents and I was just trying to see if you guys have any notes or see any notes for this person is supposed to be active on COR.
[AGENT][NEUTRAL] OK, uh, what was his last name again?
[CUSTOMER][NEUTRAL] Uh, it's [PII]. Here, here's the policy number, sorry, it's 184-9106.
[AGENT][NEUTRAL] OK, [PII], let me look at it really quick.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let me see if there's anything um did he already send any um email to us in regards to the policy?
[CUSTOMER][NEUTRAL] That's what she's, that's what she's saying, but I'm not finding one on our side. Um, it's from a [PII], um, and I don't see anything on our side where we received anything. She's saying she sent it, so I'm assuming we may have received it at some point, but I'm not locating it. So I was just checking to see if maybe we sent it over to you guys or if you've seen anything, OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] We have
[AGENT][NEUTRAL] From the email, which usually goes to the hub, I don't see anything for the group there. Um, let me look by the policy number if there's anything.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, no, I don't see anything on the policy.
[CUSTOMER][NEUTRAL] Yeah, I searched I don't see anything either. OK.
[AGENT][NEUTRAL] No, neither notes.
[CUSTOMER][POSITIVE] OK, I'm just gonna ask her to resend it over. OK, I'll just have her resend it because I didn't see anything and I just wanted someone to double check. OK, that is all I needed. Thank you so much for your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome. Have a nice day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye