AccountId: 011433970860
ContactId: ca59d2ff-7824-423e-b95c-6fd8caa2c957
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74620 ms
Total Talk Time (AGENT): 35190 ms
Total Talk Time (CUSTOMER): 52238 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/ca59d2ff-7824-423e-b95c-6fd8caa2c957_20250303T19:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in Berker Resources. I have a question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so when we, if we have a gap policy, most of those are eligible for COBR to go, you know, to extend on COBRA, but we don't send, we don't, I know we don't. I'm just confirming because I've got a company on my other line asking if we reach out to the customer individually to let them know that they can elect COR, but we wouldn't do that. Would we do do we send a letter out to them and then their employer would send the CoR letter? Do you know?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I believe the employer is supposed to send the, the cover letter. Um, the only thing that we would send out is, you know, when we cancel their policy per the group's request, if the policy is eligible to be continued, then, you know, the system will automatically send a letter out, um, but I believe the group is the one that sends the letter out for COR.
[CUSTOMER][NEUTRAL] That's what I thought.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I thought. I so we don't handle the cobra, yeah, then they send us the COR election or whatever that they wanna do. OK, so we would just send a letter out saying, hey, your coverage is lapsed, um, you know, if you wanna keep the coverage, let us know or whatever they need to do, um, OK, OK, that's all I needed thank you so much bye.
[AGENT][NEUTRAL] And then they would send
[AGENT][NEUTRAL] Right. Right. Mhm. Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, no problem. You're welcome. Bye.