AccountId: 011433970860
ContactId: 88730293-5d84-4623-9389-e7e1c3fa9333
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246509 ms
Total Talk Time (AGENT): 98764 ms
Total Talk Time (CUSTOMER): 95449 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/88730293-5d84-4623-9389-e7e1c3fa9333_20250409T13:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling PL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi yes I was just calling because I had a quick question about enrolling a new employee. I actually just called you guys and you answered my question, but then another one came up. So, um, whenever I'm adding a new employee and like coverage for Medlink and the question is Cobra, she said to put yes because it's like eligible for COBR, but then when I go back and put yes it said it asked for Cobra start date.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, and that's correct. Cobras are dated because if you're trying to add the person, um, and you put COR, it's just gonna go under COR so um.
[CUSTOMER][NEUTRAL] So I'm wondering what to put for that.
[AGENT][NEUTRAL] You don't have to put yes unless he's going undercover. Is that what you're trying to do, or you're just trying to add a member to get a meddling policy and that's all?
[CUSTOMER][NEUTRAL] No, I'm just trying to add him to get the medling policy because I originally put no because it's not, it's not for COBR. I mean it's COBR eligible if something were to happen.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So you're saying to put no.
[AGENT][NEUTRAL] Put no, because if you put yes, it is gonna ask you for a day because it, it means that you're trying to put him under COBR. Um, and may I have your name? I'm sorry, I didn't get your name in the beginning.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII] with group number 13275.
[AGENT][NEUTRAL] And let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. Um, let's see.
[AGENT][NEUTRAL] Was that all your question or you have any other questions about um
[AGENT][NEUTRAL] Adding the person.
[CUSTOMER][NEUTRAL] Uh, that was really my only question, but so when.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When would somebody?
[CUSTOMER][NEUTRAL] I mean if somebody is gonna use Cobra wouldn't they already be in there?
[AGENT][NEUTRAL] If um if they're gonna switch from having a new policy under the group to COA, then that's when you make the changes to COA. But right now, if he's just under the regular group, um, and he's not under COBRA, then you don't need because it is gonna ask you for a date if you choose COR, so that means that that person is under COBRA.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Alright, let me, let me continue through this before I get off the phone with you in case something else comes up like it did last time.
[AGENT][POSITIVE] Sure, yes, go ahead. Mhm. Yes, no problem.
[CUSTOMER][NEUTRAL] I already put all the information in so it should be quick. Let me just verify it.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, so Cobra no.
[CUSTOMER][NEUTRAL] OK, so this will just give me the confirmation that I can print out and then the ID card will be available once he becomes effective on [PII] I assume?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it looks like I got it complete. I don't think I have any other questions.
[AGENT][POSITIVE] Alright, well, if you have any other questions, just feel free to call us back, OK? Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] No, that was it. I appreciate your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.