AccountId: 011433970860
ContactId: 842e4b87-872f-4d47-ba31-4e8f54dd35cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276929 ms
Total Talk Time (AGENT): 95305 ms
Total Talk Time (CUSTOMER): 94414 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/842e4b87-872f-4d47-ba31-4e8f54dd35cf_20250325T22:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII] and I'm calling from 90 Degree Benefits.
[AGENT][POSITIVE] Hey [PII], how can I help you?
[CUSTOMER][NEUTRAL] We're the co administrator. Alright, we're, uh, we're the corporate administrator for Lark. Uh, they have an employee that, uh, had been corresponding with care your care team. They sent me a message that she's reinstated, but they didn't tell me to pay to date.
[CUSTOMER][NEUTRAL] Of Cobra, uh, can I give you a social so you can check on that?
[AGENT][NEUTRAL] Yeah, let me take a look for.
[AGENT][NEUTRAL] You can go ahead with
[CUSTOMER][NEUTRAL] I was just on the phone with [PII] and we were disconnected so I had to call back.
[AGENT][POSITIVE] Oh dang, I'm sorry, OK.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] And what were you gonna ask?
[AGENT][NEUTRAL] Oh, you can go ahead with the social whenever you're ready.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If we're disconnected for some reason [PII], is this number you're calling from a good callback number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the insured's first and last name?
[CUSTOMER][NEUTRAL] [PII] Campus.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I just need a cell's date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, so the pay to date on the plan shows [PII].
[CUSTOMER][NEUTRAL] Oh gosh, OK, I got an email from your care team and that's they said they had reinstated her effective [PII], uh.
[AGENT][NEUTRAL] Let me see if I see any notes from her.
[CUSTOMER][POSITIVE] That was OK.
[AGENT][NEUTRAL] On lab set up on Cobra effective [PII].
[AGENT][NEUTRAL] OK, so it looks like, I apologize, the premium is paid to 316 of 25 it looks like.
[CUSTOMER][NEUTRAL] OK, that's what I need to see or hear.
[CUSTOMER][NEUTRAL] Uh, but it just hadn't been updated in your, in their file.
[AGENT][NEGATIVE] Yeah, it just doesn't look like it's been updated that's what's in the notes it looks like.
[CUSTOMER][NEUTRAL] OK, and I wonder when that will be updated because she needs an ID card.
[AGENT][NEUTRAL] The the plan does show active so if the if the insureds needing to go have any services done, they can use their card and if any provider called us we would let them know that the policy is active with the effective date and everything so she could still see a provider.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right, and she'll just have to get her ID card. How will she get an ID card?
[AGENT][NEUTRAL] I can email it to her. Do you know, let me see here one moment.
[CUSTOMER][NEUTRAL] Let me
[AGENT][NEUTRAL] She has a Gmail on file. Do you know if that's good for her?
[CUSTOMER][NEUTRAL] Let me see the last one I use for her.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] A rope. That would be A Rope 1612.
[AGENT][NEUTRAL] Mhm. Yes, ma'am. That's what we have as well. Uh-huh.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] Yes, that'd be great. I will tell her that you'll be emailing her one.
[AGENT][NEUTRAL] OK, yes ma'am. I'll send it from, it'll come from the care team, uh, so just let her know that I'm sending that now for her, um, so she can use that, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate it. Thank you so much, uh, [PII].
[AGENT][POSITIVE] Yeah, no problem. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.