AccountId: 011433970860
ContactId: af7013b8-9a4e-4b57-9273-bf09ac89dd0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362859 ms
Total Talk Time (AGENT): 87452 ms
Total Talk Time (CUSTOMER): 130548 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/af7013b8-9a4e-4b57-9273-bf09ac89dd0d_20250603T16:30_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was just on talking to somebody and her phone died or something. Um, I have a current plan with you and I'd like to continue it.
[CUSTOMER][NEUTRAL] But I'm getting ready to retire and I need to know if this plan is COBRA eligible.
[AGENT][NEUTRAL] OK. Um, do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 025.
[CUSTOMER][NEUTRAL] 73211
[AGENT][NEUTRAL] And then can I get your first and last name and your date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII], and then just need your address and then a good callback number.
[CUSTOMER][NEUTRAL] OK, my address is [PII].
[CUSTOMER][NEUTRAL] And call back number would be this cell phone [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I believe that is eligible. Let me double check though.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you so much for holding. Yes, this does qualify for cover continuation of coverage.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, and this is the coverage we just switched to the um.
[CUSTOMER][NEUTRAL] Uh, Questco that does our payroll this year.
[CUSTOMER][NEUTRAL] So I'm not sure how to look this up. The APL covers.
[CUSTOMER][NEUTRAL] Some of the deductible that's on the health insurance, right?
[CUSTOMER][NEUTRAL] Can cover, OK, OK. That's and they said it wasn't eligible.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] For COR did now would it Cobra through them?
[CUSTOMER][NEUTRAL] Or do I have to get coro paperwork after my retirement date with you?
[AGENT][NEUTRAL] So, so is your, are you able, so it does determine, it is determined on, does your major medical coverage allow you to continue under a retiree plan or COBRA?
[CUSTOMER][POSITIVE] Cool
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] No, it's not a retirement plan. It's just I will be, um, if I don't work the hours I can cover, yeah.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] It's like, just like if you quit.
[AGENT][NEUTRAL] Right, yeah. So let me, let me do this, um, so I can make sure that you have the correct information. When is your retirement date are you planning?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We don't have that quite set yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, but
[CUSTOMER][NEUTRAL] We're we're gonna go down in hours first which would make me ineligible for.
[CUSTOMER][NEUTRAL] Uh, I would have to go on Cobra if we go down in ours.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I'd be under 30 hours which the health insurance requires to have the health insurance.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So then I'd have to go over at that point.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me do this. Um, I'm gonna put in a request for our customer service department to review this, um, thoroughly to make sure that I don't give you the wrong information. Um, how would you prefer to be contacted back? Would you like to be called or can we email you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You can email me at.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] my work email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, OK, I will get this request sent to them. Uh, they typically will respond within 24 to 48 hours, um, and then they'll give you the information.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][POSITIVE] Sounds great. Thank you so much for your help today.
[AGENT][NEUTRAL] OK. Anything else I can help with, Ms. [PII]?
[CUSTOMER][POSITIVE] Not that I know of. Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.