AccountId: 011433970860
ContactId: dc2f19ea-b42c-4cb5-ad14-abbad78e66ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 997750 ms
Total Talk Time (AGENT): 183196 ms
Total Talk Time (CUSTOMER): 264054 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/dc2f19ea-b42c-4cb5-ad14-abbad78e66ea_20250212T16:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. I'm calling from Total Orthopedic Care.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It is um about a cobra.
[CUSTOMER][NEUTRAL] Employee.
[AGENT][NEUTRAL] OK, what's your name, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] When
[AGENT][NEUTRAL] OK. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yeah, I'm looking for that one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] I have invoice number.
[AGENT][NEUTRAL] Yeah, I'll need a policy number for APL.
[CUSTOMER][NEGATIVE] I wonder why it doesn't show it on this website here.
[CUSTOMER][NEUTRAL] My account
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] You can, I can search it by the uh are you calling on behalf of a group or the provider's office?
[CUSTOMER][NEUTRAL] Group
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] I don't know the group number. I'm trying to find an invoice with that on it, trying to find something.
[AGENT][NEUTRAL] Are you the group admin?
[CUSTOMER][NEUTRAL] I'm on your website.
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] Are you the group admin?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's the name of the group?
[CUSTOMER][POSITIVE] Total orthopedic care.
[AGENT][NEUTRAL] OK, you said that.
[CUSTOMER][NEUTRAL] Invoice here we go maybe it's on there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Did you find it?
[AGENT][NEUTRAL] I'm still looking.
[CUSTOMER][NEUTRAL] We, we spell orthopedic, O R T H O P A E D I C.
[AGENT][NEUTRAL] I found it. I'm waiting for you to locate what you're looking for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I did not find the group number or anything or account number. All I have is invoice numbers.
[AGENT][NEUTRAL] OK, and what is the billing address or the mailing address at your location, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] OK, and what's a good phone number for you or the phone number there at the location?
[CUSTOMER][NEUTRAL] Well, I work remotely, so I'll give you my cell [PII].
[AGENT][NEUTRAL] And what's the group, the total orthopedic care, uh, phone number?
[CUSTOMER][NEUTRAL] [PII] or [PII] at the end.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And what is it that you're needing assistance with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 2 employees were terminated and they came off the bill, but they
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But they have opted for COBRA coverage. And that was um
[CUSTOMER][NEUTRAL] Early January or mid-January, and they still don't show active in APL.
[AGENT][NEUTRAL] OK, and what are the employees' names?
[CUSTOMER][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] There's one [PII], and the other is [PII]
[AGENT][POSITIVE] OK, thank you for that. One moment.
[AGENT][NEUTRAL] OK, I looked, I was looking for their policy numbers and I have that, so let me go into each of the accounts.
[AGENT][NEUTRAL] And do you have a date of birth for each of these employees available?
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Just to double check the secure, you know, that it's them.
[CUSTOMER][NEUTRAL] Shay is [PII].
[CUSTOMER][NEUTRAL] I forget the year, sorry, I'm getting it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've written a couple, um,
[CUSTOMER][NEUTRAL] Emails, but I haven't gotten any response yet from you all.
[AGENT][NEUTRAL] OK, yeah, I wanted to get into the file and take a look at it. It'll tell me if it's been set up or not on Cobra, and you said it should have been set up mid January ontobra?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Did you get.
[CUSTOMER][NEUTRAL] Well, that's when it
[CUSTOMER][NEUTRAL] went into um COVA election. It should be shortly after that.
[AGENT][POSITIVE] Perfect. OK. All right.
[AGENT][NEUTRAL] Are you still looking for the berth here for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] My computer is not loading today.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] [PII] birth date [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what about the other employee?
[CUSTOMER][NEUTRAL] A rush is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, great, thank you for that information [PII].
[AGENT][NEUTRAL] And you said that you sent an email over. When did you send the email to uh put them on Cobra?
[CUSTOMER][NEUTRAL] I was just sending email to wonder what's taking so long to get them on the bill. They should have sent, we have a third-party administrator for our COBR.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So they should have sent it over mid.
[CUSTOMER][NEUTRAL] January.
[AGENT][NEUTRAL] OK, who is the third party?
[CUSTOMER][NEUTRAL] Um, diversified administration.
[AGENT][NEUTRAL] And this is just for documentation?
[CUSTOMER][NEUTRAL] What does that, what does that mean?
[AGENT][NEUTRAL] For my documentation when I document the call.
[CUSTOMER][NEUTRAL] Oh, OK, yes, diversified administration.
[AGENT][NEUTRAL] So now
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Maybe came
[CUSTOMER][NEUTRAL] From their website cobra Point.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Benes or something like that.
[AGENT][NEUTRAL] Bear with me here.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I mean I'm showing the policy active and I'm trying to verify if it's been set up on COBR, so bear with me.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I am fine. I have a group admin um on the phone. Her name is [PII] and she's calling for group number 17816. She has been verified.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she's stating that 2 employees, she's statusing whether or not 2 employees have been set up under COBR.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And there's something funky going on, so let me give you the two policy numbers.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, 231-097-9.
[AGENT][NEUTRAL] And 231-092-2.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Just for my information, the D7 status code, does that mean declined?
[CUSTOMER][MIXED] It does, um, and, uh, sometimes the reason for that is it got issued and it shouldn't have sometime you know that decline makes it sound bad, but sometimes it's not as bad as it seems, but yes, it does mean declined for sure, um, oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and I probably that one was declined because they already had a policy and it may have been lapsed, but it could have been reactivated and it looks like that's what happened so that's why that one was declined on um uh I can't pronounce that last name, but the two, yeah.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Yeah, the other one is just like that, so she said that they were to have been set up on COR like in January.
[CUSTOMER][NEUTRAL] OK. OK. I don't.
[AGENT][NEUTRAL] And that was an initial question that she had.
[AGENT][NEUTRAL] And she said that their third party administrator is diversified administrators.
[CUSTOMER][NEUTRAL] Oh, OK, OK. And that could explain it.
[CUSTOMER][NEUTRAL] Um, you know, it's possible we haven't received that yet, but, um,
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Well, can you confer with this with Miss [PII]?
[CUSTOMER][POSITIVE] Yes, I sure can. Absolutely, yes, yes.
[AGENT][POSITIVE] OK, here she comes. Thank you, [PII]. Bye.
[CUSTOMER][POSITIVE] OK. Yes, thank you.