AccountId: 011433970860
ContactId: a4cc140f-e7c2-451b-9b35-1bd75d879f3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235509 ms
Total Talk Time (AGENT): 109167 ms
Total Talk Time (CUSTOMER): 117963 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/a4cc140f-e7c2-451b-9b35-1bd75d879f3a_20250501T21:44_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] My name is [PII] and I have
[CUSTOMER][NEUTRAL] My group number?
[CUSTOMER][NEUTRAL] And see, do I have my card at all? I have, I have my card in front of me. Um, go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It should be
[AGENT][NEUTRAL] It should be in the bottom probably to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I want to know how do I get to keep this plan if I'm no longer employed with the company like when I leave the company.
[AGENT][NEUTRAL] I can check and see if it's, I can check and see if it's one that you can keep or not. Um, I just need to pull your information. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Is there any way that I can do that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, thank you. And what's the policy number?
[CUSTOMER][NEUTRAL] Mm let's look at that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Is that a pair? I'm sorry, I'm looking at the stupid card.
[AGENT][NEUTRAL] No, it's, it's gonna be um policy certificate number. It's gonna start with a 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That's not what I'm saying, but um we're gonna keep looking.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see the their ID number coverage is my name insured group number, effective date and patient certification number, outpatient certification number. That's the only thing I see.
[AGENT][NEUTRAL] OK, that's it.
[AGENT][NEUTRAL] The certification number number. Mhm, yes.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] In, in, uh, in hospitals? That's the one you want? uh outpatient? OK. All right, 0241.
[AGENT][NEUTRAL] Either or they're the same number.
[AGENT][NEUTRAL] Either or. Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 6856 M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] 7.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And may I have your date of birth, mailing address and email address for verification and security?
[CUSTOMER][NEUTRAL] [PII] and my address is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. OK, so this one in particular is one of our secondary.
[AGENT][NEUTRAL] And you cannot support this policy. The only way you can keep it is if your employer, Florida Spine Associates offer um COBRA, and you can keep it to COA.
[CUSTOMER][NEUTRAL] OK, so how do I get one of these plans?
[AGENT][NEUTRAL] We don't offer this to individuals, it's just for groups.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I like this.
[AGENT][NEUTRAL] Mm, so only if you get to another employer that offer it, then you can get it again.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, I don't think the other employee offers this, which I thought was like a game changer. I love this policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] I know. I love this policy. No, we don't, we don't have any products for individuals.
[CUSTOMER][NEUTRAL] And they offered to individuals.
[CUSTOMER][NEUTRAL] Yes, so.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] How sucky is that?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] That's super sucky, damn.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mm, OK, well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] I thank you for your service.
[AGENT][NEUTRAL] You're welcome, Ms. [PII].
[CUSTOMER][NEUTRAL] No, I'm still employed there. I'm just I'm planning on leaving and I'm like, goddamn it, I wanna keep this one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yeah, I understand.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] You have a good afternoon, Ms [PII]. You're welcome. Thank you for this. OK, bye-bye.
[CUSTOMER][POSITIVE] All right, thank you so much.
[CUSTOMER][POSITIVE] You too, thanks a lot. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye bye.