AccountId: 011433970860
ContactId: c122d228-d5ab-4ca6-965c-6b479599d793
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 593640 ms
Total Talk Time (AGENT): 199994 ms
Total Talk Time (CUSTOMER): 179571 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/c122d228-d5ab-4ca6-965c-6b479599d793_20250411T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], um, I'm calling from a broker's office. I was calling to see if it would be possible for me to check and see, um, I guess if, if a specific employee is enrolled in COR.
[CUSTOMER][NEUTRAL] Gap insurance?
[AGENT][NEUTRAL] OK, um, let me put you on a brief for, um, hold on for a brief moment, but in the meantime, do you have the group number and employee name?
[CUSTOMER][NEUTRAL] Yes, the employee is [PII].
[AGENT][NEUTRAL] And how do you spell his last name?
[CUSTOMER][NEUTRAL] And let me see if I can pull up the group number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy number?
[AGENT][NEUTRAL] Uh, the group number.
[CUSTOMER][NEUTRAL] Is PRD.
[CUSTOMER][NEUTRAL] Um, is it 5 digits?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So 243-51.
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK perfect let me put you on hold for a brief moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in broker Resources. How are you doing?
[CUSTOMER][POSITIVE] Hey [PII], doing good, how are you?
[AGENT][NEUTRAL] I'm doing good. Um, I was curious if you could help me with something. Um, are you able to see if someone's enrolled in COR?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't believe so. I think that's customer service.
[AGENT][NEUTRAL] OK, because I normally send cobra stuff to customer care and so that's why I didn't know um if you think it's customer service though.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, um, if, yeah, sending it through the email that's different than the call team.
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] OK OK perfect I will reach out to um customer service then thank you.
[CUSTOMER][POSITIVE] All right. Thank you. Bye-bye.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII] from Broker Resources. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well. How about yourself?
[AGENT][POSITIVE] I'm doing good thank you. I was curious, are you able to see if someone is enrolled in Cobra for me?
[CUSTOMER][NEUTRAL] Yes, I can tell. What's the policy number?
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] I don't have the policy number. I have the group name and the um employee's name or group number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] The group number is 24351.
[CUSTOMER][NEUTRAL] And what's the employee's name?
[AGENT][NEUTRAL] His name is [PII]
[CUSTOMER][NEUTRAL] So if you elect the policy and go to pay that, it has a cover date listed and a bill indicator which states COA.
[AGENT][NEUTRAL] OK, so he is enrolled in COR.
[CUSTOMER][NEUTRAL] Yes ma'am, and usually there's notes in here that tells that somebody placed it on Cobra as well.
[AGENT][POSITIVE] OK, perfect. Thank you so much, [PII].
[CUSTOMER][NEUTRAL] Yeah, it looks
[CUSTOMER][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with for you?
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] No, that's it. Thank you.
[CUSTOMER][POSITIVE] Have a good day. Thank you bye bye.
[AGENT][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] OK, yes, he is enrolled in Cobra.
[CUSTOMER][NEUTRAL] OK, so does he have a, is it just him or um does he have uh any dependents?
[AGENT][NEUTRAL] Um, let me, let me see, is he wanting to have dependents on it? I just called another department to check for me, so I just, um, need to call them back. So I just wanna make sure. No, you're good, um, is he supposed to have dependents?
[CUSTOMER][NEGATIVE] Oh sorry.
[CUSTOMER][NEUTRAL] Yeah, I, I believe.
[CUSTOMER][NEUTRAL] Yeah, um, he has a spouse and, and two children.
[AGENT][POSITIVE] OK perfect and then um is there anything else that you would need or I can, I can also connect you with them um if you would like, but I just wanna make sure I get all your questions answered.
[CUSTOMER][NEUTRAL] No, that, that, that's basically it and if you, if it would be possible to send me like a PDF or an email to confirm that they're enrolled in COA, uh, that would be.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, yeah, would be good.
[AGENT][NEUTRAL] OK, what is your email?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said [PII], right? NPC? OK, perfect.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, and [PII].
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] All right, let me um give them a call again and I will put you on a brief hold OK uh a brief hold again, OK?
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], I was just on the line with [PII], um, in customer service, and we were looking up an employee and she confirmed that they were in Cobra, um, and now the broker wants to know if they have some dependents that are enrolled and I was curious if you could help me with that.
[CUSTOMER][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] OK. Uh, what is the policy number?
[AGENT][NEUTRAL] I don't have the policy number, but I have the group number.
[CUSTOMER][NEUTRAL] Alright, give me just a second.
[AGENT][POSITIVE] Yeah, you're good.
[CUSTOMER][NEUTRAL] What is the group number?
[AGENT][NEUTRAL] It's gonna be 243-51.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is the name of the insured?
[AGENT][NEUTRAL] His name is [PII]
[CUSTOMER][NEUTRAL] OK. Um, and we're checking um if he has dependence, correct?
[AGENT][NEUTRAL] Yes, it should be a spouse and 2 children.
[CUSTOMER][NEUTRAL] Mhm. Yes, we have it as a family coverage.
[AGENT][POSITIVE] OK perfect thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Alrighty thank you bye bye.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, so they do have a spouse and 2 children still, uh, are enrolled as well on COR with [PII].
[CUSTOMER][POSITIVE] OK, wonderful.
[AGENT][POSITIVE] Alright, and I will send you an email here shortly. Give me about 5 minutes and you should have it, OK?
[CUSTOMER][POSITIVE] OK, sounds great thank you so much.
[AGENT][POSITIVE] Of course you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye bye.