AccountId: 011433970860
ContactId: 9e87ce4b-d3f0-481a-9727-cbf16a326ddc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277649 ms
Total Talk Time (AGENT): 105945 ms
Total Talk Time (CUSTOMER): 92369 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/9e87ce4b-d3f0-481a-9727-cbf16a326ddc_20250312T15:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Centersstone Insurance. We're the general agent for [PII], and I was just calling to confirm that a member is enrolled under COBR.
[AGENT][NEUTRAL] OK. Do you have the policy number, [PII]?
[CUSTOMER][POSITIVE] Yes, one second, I just had it up. I'm sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] The policy number is 24351.
[AGENT][NEUTRAL] OK, I think that would be the group number. What's a good phone number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] What's the name of the group, uh, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. You may have given me that. I just didn't jot it down.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And I'm sorry, what's the name of the agency?
[CUSTOMER][NEUTRAL] Center stone Insurance or it may be under benefit law.
[AGENT][NEUTRAL] Uh, not showing either of those under this group. What's the email address? Do you have it for the agent?
[CUSTOMER][NEUTRAL] For the agent, um, one second, because we're the general agent for the group. It may be under, um, NPC Financial.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But we usually send requests from the [PII]. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you know who the agent of record is?
[CUSTOMER][NEUTRAL] It would be [PII].
[AGENT][NEUTRAL] Yeah that's the email address but I'm showing a gentleman's name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, I'm showing [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the employee's name?
[CUSTOMER][NEUTRAL] The employee's name is [PII], but I'll spell it out. [PII] is spelled [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I know [PII] you said that you're with the general agent's office. What's the name of the the agents group?
[CUSTOMER][NEUTRAL] The agents group is um NPC Financial.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So is there uh an enrollment form sent for additional one just recently or when were they to have been effective?
[CUSTOMER][NEUTRAL] They were to be effective [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You have a date of birth for [PII], or [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, I have located the policy. Well, this policy, let me look a little further. So the current policy that I'm looking at was effective [PII]. I'm showing it in an active status.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And you said he was to have been effective on the [PII] this year?
[CUSTOMER][NEUTRAL] Under COR.
[CUSTOMER][NEUTRAL] He terminated as of [PII] and then he elected Cobra as of [PII].
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] And I do show that he was reactivated and placed on COBRA effective [PII].
[CUSTOMER][POSITIVE] Perfect. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um can I get a reference number for this call, please?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference um and we'll also document the call for you. Um it's [PII], first initial last name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then you said you today's date?
[AGENT][NEUTRAL] In today's date.
[CUSTOMER][POSITIVE] OK. All right. Well, thank you for your help, [PII]. Have a great day.
[AGENT][POSITIVE] Absolutely [PII] thank you for calling APL have a great one.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye bye.