AccountId: 011433970860
ContactId: ad03d54e-2b54-42ac-99ce-79a0fde9ce6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 530739 ms
Total Talk Time (AGENT): 142531 ms
Total Talk Time (CUSTOMER): 220288 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/ad03d54e-2b54-42ac-99ce-79a0fde9ce6b_20250428T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Tell him I'll call him back.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Uh, sorry, I'm calling.
[AGENT][NEUTRAL] This is
[CUSTOMER][NEUTRAL] I'm sorry, you wanna go or do I go?
[AGENT][NEUTRAL] You go ahead.
[CUSTOMER][NEUTRAL] Alright, I'm calling uh about one of our groups, one of our employees were terminated and she wanted to continue her coverage but never received anything in the mail from APL, so I was just wondering what we have to do to get the information sent over to her to get her policies continued.
[AGENT][POSITIVE] Yeah, absolutely. And what is your first name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Great. And um why, what's the group that you're referring to?
[CUSTOMER][NEUTRAL] It's [PII]. Do you need the group number?
[AGENT][POSITIVE] That would be great. Thank you.
[CUSTOMER][NEUTRAL] Yeah, it's gonna be 256-69.
[AGENT][NEUTRAL] OK, and what is the employee's name?
[CUSTOMER][NEUTRAL] Her name is hold on let me get it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Sure, OK, and you were just needing her to be um enrolled in COA, correct?
[AGENT][NEGATIVE] And she hadn't received any any information.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, to continue her coverage.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK perfect um let me put you on a brief hold and I'm gonna take a look at this OK?
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling the EPL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. How are you doing?
[CUSTOMER][NEUTRAL] I'm fine, [PII]. How are you?
[AGENT][POSITIVE] I'm doing good thank you um I have a uh broker's assistant on the line and I was curious if you could help me with something or she's not on the line she's on hold, um, but I was curious if you could help me with something.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I'll certainly try. I'll be glad to try.
[AGENT][NEUTRAL] OK, perfect. So I, I guess she reached out and um one of the employees was never received paperwork about Cobra and I was curious if you could help me with this.
[CUSTOMER][NEUTRAL] Mm OK, got you. What's that group number?
[AGENT][NEUTRAL] It's gonna be 256-69.
[CUSTOMER][NEUTRAL] For some reason I'm thinking they get their paper all that stuff from their employer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The cover paperwork from their employer.
[CUSTOMER][NEUTRAL] I will have to check. OK, is, uh, do they already have a policy with us?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So, so
[AGENT][NEUTRAL] Let's see if she was.
[CUSTOMER][NEUTRAL] The person they're wanting to or what's the person's last name? I've got the group pulled up.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][MIXED] Uh, I don't have a router, but that doesn't mean you say uh this GRP IQ screen is awesome, but it does not.
[AGENT][NEUTRAL] So it looks like.
[AGENT][NEUTRAL] So it looks like she's in the labs group. Um, she had a few plants.
[CUSTOMER][POSITIVE] Uh, you know what, that helps. Thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you, yeah, that helps a lot, [PII]. OK, [PII], is this the um Danny group? Oh, I bet it is.
[AGENT][NEUTRAL] Yes, I think so. It's [PII].
[CUSTOMER][NEUTRAL] It's [PII] then here we go, yep, it is.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] Is needing
[CUSTOMER][NEUTRAL] Cobra information to continue with our coverage.
[AGENT][POSITIVE] Yes, yes, yes.
[CUSTOMER][NEUTRAL] Alright, let me go to our website. Let me go to a [PII] and see.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Claims and forms.
[CUSTOMER][POSITIVE] Oh, cleans a lot.
[CUSTOMER][NEUTRAL] Tax and authorization cancer change request continuation of health coverage. Oh, this is something go online and get. This is at [PII] continuation of, well, continuation of health coverage form. I guess that's what they're talking about.
[CUSTOMER][NEUTRAL] Healthcare training.
[CUSTOMER][NEUTRAL] First we qualifying yeah.
[CUSTOMER][NEUTRAL] It's just a one page form. Let me check, make sure, uh, who do, who can I go to? Who wish [PII] was here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] is on break. Um,
[CUSTOMER][NEUTRAL] La la la la la la la.
[CUSTOMER][NEUTRAL] Um, [PII], let's check with [PII].
[CUSTOMER][NEUTRAL] Oh, she gone, she gone to lunch.
[CUSTOMER][NEUTRAL] OK, let's check with.
[CUSTOMER][NEUTRAL] And it's probably.
[CUSTOMER][NEUTRAL] Who do you, who do you have on hold?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] OK, um, just let [PII] know that there is uh on the on our website at [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Under the claims and forms there is a cover form there um if she'd like we can just email it to her but it's it's on our website at [PII] on continuation of coverage and it's got COR, you know, in capital letters in parentheses.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK perfect I will let her know.
[CUSTOMER][NEUTRAL] Uh, OK, alright, thank you, call me back if you need call me direct if you need any if that's not what she's looking for.
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] OK, sounds good. Thank you.
[CUSTOMER][POSITIVE] OK thanks bye.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yeah, I'm here.
[AGENT][NEUTRAL] OK, perfect. Sorry that took a little longer. Um, so if you go on to our website, um, [PII].
[AGENT][NEUTRAL] And then if you go where it says claims and forms.
[AGENT][NEUTRAL] It has the form online on our website um and if you want to send that back um to sales at AM Public and then we can get her enrolled.
[CUSTOMER][NEUTRAL] Claims and forms.
[AGENT][POSITIVE] It's gonna be on the right hand side um and black writing.
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] Is it the continuation of health coverage?
[AGENT][NEUTRAL] Yes, that, and then it says in parentheses cobra form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, I see it.
[CUSTOMER][POSITIVE] Alright, that was all I needed.
[AGENT][NEUTRAL] OK perfect let us know if you need anything else [PII].
[CUSTOMER][POSITIVE] All right thank you so much bye bye.
[AGENT][POSITIVE] Thank you, bye bye.