AccountId: 011433970860
ContactId: 94a78140-07fb-458c-ba64-a4d8dfb341d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 537179 ms
Total Talk Time (AGENT): 185769 ms
Total Talk Time (CUSTOMER): 201711 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/94a78140-07fb-458c-ba64-a4d8dfb341d8_20250129T15:34_UTC.wav
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[AGENT][NEUTRAL] Hey thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. I got um some, a couple of general questions for you. Um, we've had, uh, your gap insurance for, oh, I think since [PII]. My husband is switching employers, so, um.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They switched us over to Blue Cross Blue Shield Insurance. Um, however, my husband is now going to do contracting work, um, continuing on with the Blue Cross Blue Shield insurance through, uh, COBR. Is, is this insurance something we can buy privately or is it only offered in like group, you know, you know, like you said in the past? Or is it something you can go purchase through, uh, you know, independently, if you will.
[AGENT][POSITIVE] Oh, those are wonderful questions. Um, do you have that policy number and I can look up the information and maybe like look at your particular policy?
[CUSTOMER][NEUTRAL] Yes, but it's, it's lapsed. They didn't pay. They didn't, um, you know, it's lapsed as of [PII], so that's when they switched everything over. I'm logging in. Hang on.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, skip, so we still got some claims that of course, uh, policy number 1,807,330.
[AGENT][NEUTRAL] Perfect. Let me just pull that up for you real quick. Would you be able to verify for me, please, just your first and last name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm [PII] [PII].
[AGENT][POSITIVE] Wonderful, Miss [PII], thank you, thank you, and I do just need to verify a few other additional details if you could verify for me your mailing address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and so.
[AGENT][NEUTRAL] We see, OK, just two other things on, um, file to verify if you can. It's just the email on file and the phone number, please.
[CUSTOMER][NEUTRAL] Mm it could be [PII] if that's not it, I'll give you another one.
[AGENT][POSITIVE] Oh, that is it perfect and then just that phone number.
[CUSTOMER][NEUTRAL] Phone number hopefully well is [PII] of [PII] [PII].
[AGENT][NEUTRAL] All right, perfect. All right, Ms. [PII], thank you for going through that process with me. I know um it can be a lot, but let's take a look at that for you. So with this policy, um, it's designed to only follow the primary that major medical insurance it was first signed up with. So if you're continuing that major medical insurance through COBRA, you can extend this policy through COBR as well, um.
[AGENT][NEUTRAL] And I'm going to.
[CUSTOMER][NEUTRAL] How, oh, that's interesting. So how do I, how much is that gonna cost? You know, we don't know the cost involved, of course, because it was, um, generously covered by his prior employer, so we don't even know how much it costs per month.
[AGENT][NEUTRAL] Yes, no, those are
[AGENT][NEUTRAL] Absolutely, let me
[CUSTOMER][NEUTRAL] And now we, we will, we will be removing if you're gonna give me an estimate, I don't know if you are, we're gonna be removing, uh, the two dependents. It'll just be my husband and myself.
[AGENT][NEUTRAL] OK, so let me take a look. I'm not sure exactly. I don't think I can give you an estimate, but I do wanna, I do know we can continue through Coro, but I wanna learn a little more before I tell you.
[CUSTOMER][NEUTRAL] Yeah, because this lapsed on [PII], obviously, so we're currently not covered with it. COR is going to pick up, I believe.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, the last day of his appointment is [PII], so that's when I think it switches. No, we're covered through the health insurance because his last day is in [PII]. We're covered, um, without COBR through the end of February. So COVID or COVID, COA isn't gonna pick up until March, you know, [PII] or [PII], whatever the last day of February. I don't know how that, you know. So because of the the um the date of severance is the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. So let's see, I want to.
[AGENT][NEUTRAL] Um, I'm so sorry. I really wanna learn more. Um, let me, do you mind if I put you on a quick hold? I just wanna reach out to somebody and see if I can get a little more information on exactly what that looks like, how to extend through Cobra. Um, I do know it's possible.
[CUSTOMER][NEUTRAL] Yeah, yes, even though it's not, you know, and, and keeping in mind the coverage is lapsed at this point in time, you know, because, so just so it's not, you know, I don't know how that works with COR, the fact that it's lapsed right now because we can't pay independently for it.
[AGENT][NEUTRAL] OK, and then I will, I will just, I wanna get some more information for you real quick, OK?
[CUSTOMER][NEUTRAL] And if you need a lot more information, you can feel free to call me back, you know what I mean? It's OK. I don't need the answer right this second. We're just trying to get our hands around it before, you know, as time is approaching.
[AGENT][POSITIVE] OK perfect so what I can do is um.
[AGENT][NEUTRAL] Let me just make sure there's not a, OK I was about to say let me just really check real quick and see if there's a quick answer and if not I will jump back in with you. I won't leave you on hold too long and I'll get some good contact information and call back times, OK?
[CUSTOMER][NEUTRAL] You can call me back if you need more time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem I appreciate either either one is fine, yep.
[AGENT][POSITIVE] Thank you. 1 2nd.
[CUSTOMER][NEUTRAL] Mhm. Mhm. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, Ms. [PII], are you still there with me?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] All right perfect thank you so much for your patience so um it turns out that the reason I didn't have the information for that is because another department handles it so if you don't mind I'm gonna try to transfer you over to that department and see if they can help you with that information, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You got it. Great. Thank you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with the care team. How are you doing today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] Hey, I'm doing so wonderful. I have um an insured, um, she's the spouse of uh one of our insureds, um, but she's on the policy, she's on the line, verified everything with me and she just wants information about continuing uh the gap insurance through COR, um, what information they might need.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I can help her with that. What's that policy number?
[AGENT][NEUTRAL] 1,807,330
[CUSTOMER][NEUTRAL] OK, hold on just a second.
[CUSTOMER][NEUTRAL] 1018.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] or whatever.
[AGENT][POSITIVE] Yes, absolutely. And it's his wife, Ms. [PII] on the line.
[CUSTOMER][NEUTRAL] OK, hold on just a second, AMPL 22906.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's not gonna be able to, but I'll, I'll let her know.
[AGENT][POSITIVE] OK, perfect. Thank you so much.
[CUSTOMER][POSITIVE] Mhm. Thank you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] Uh, good morning. Thank you for calling APL. This is [PII] in customer services. How are you, Miss [PII]?
[CUSTOMER][POSITIVE] I'm good how are you? I'm good.