AccountId: 011433970860
ContactId: b3336364-78ca-408a-8433-fa5d2718be04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279600 ms
Total Talk Time (AGENT): 105632 ms
Total Talk Time (CUSTOMER): 71171 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/b3336364-78ca-408a-8433-fa5d2718be04_20250305T15:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, I needed to check um.
[CUSTOMER][NEUTRAL] I sent a check for COBRA coverage.
[CUSTOMER][NEUTRAL] And the text's gone through and everything, but my daughter went to the dentist today and it
[CUSTOMER][NEUTRAL] They show that we don't have coverage?
[AGENT][NEUTRAL] OK, I can help you and check your coverage for you. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And policy number is 02445585.
[AGENT][NEUTRAL] OK, Ms. [PII], let me look up your policy real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number?
[AGENT][NEUTRAL] An email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Um, address is [PII].
[CUSTOMER][NEUTRAL] Upland Road.
[CUSTOMER][NEUTRAL] Garden City, Kansas.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what else did you need?
[AGENT][NEUTRAL] And your
[AGENT][NEUTRAL] Your email address and your phone number, please.
[CUSTOMER][NEUTRAL] Um, emails [PII].
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying your policy for me and let me look at it real quick.
[AGENT][NEUTRAL] OK, I do show that the policy is not active at this time.
[AGENT][NEUTRAL] And I can get you some help with customer service to see if they received your COR information from your employer.
[AGENT][NEUTRAL] If you would like for me to transfer you over to customer service they can assist you further.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much, Ms. [PII]. It's gonna be a brief hold while I transfer you on over and we appreciate you calling APL.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're very welcome, ma'am.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII]. I've got, um, hi, I've got Ms. [PII] on the phone, [PII]. Her policy number is 2445585. She did verify her policy.
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She said that um she had filled out the information for her policy to be on COR.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But I do see that it was um lapsed from the BI report so she wanted to talk to somebody about whether or not we have received her COBRA information.
[CUSTOMER][NEUTRAL] Alright, I got it. Uh, give me just a second to finish a note and then you can go ahead and transfer her. Thank you.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I got her.
[AGENT][POSITIVE] OK, thank you so much, [PII]. Have a good day. Bye-bye. You're welcome.
[CUSTOMER][POSITIVE] Thank you. Thank you. You too.