AccountId: 011433970860
ContactId: b16d97f0-0947-457e-a756-a6f5d1421922
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112029 ms
Total Talk Time (AGENT): 42535 ms
Total Talk Time (CUSTOMER): 36247 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/b16d97f0-0947-457e-a756-a6f5d1421922_20250117T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII]. I'm calling with World Insurance. I actually just had a quick question. Do you guys offer COR?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do we specifically offer Cobra?
[CUSTOMER][NEUTRAL] I mean, like, if so, I mean, if I.
[CUSTOMER][NEUTRAL] Add APL on the COBR documents, um, would it be offered or do you guys do COR yourselves to the employees like if they term, do you guys sendO notices for the gap?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't know if we send it out. I know cover is available on certain if it's if that's what's quoted, but I mean, I don't know if that we actually manage it, but if you tell us that they're a Cobra election obviously has been done through COBR, we just need proof that they're on the COBR election, but let me just double check. Hang on just one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it. OK, thanks.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Well, it's like literally no one to ask questions to you.
[AGENT][NEUTRAL] OK, sorry about that. Yeah, we don't actually, uh, we don't handle the COBRA, but if we're notified that the person's on COBRA, then obviously we just need something on their own cover so their coverage stays active so that they do have the cover option, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got it, perfect. OK, thank you so much I appreciate it.
[AGENT][POSITIVE] You're most welcome. Have a good day.
[CUSTOMER][POSITIVE] Have a good weekend bye.
[AGENT][POSITIVE] Thank you bye bye.