AccountId: 011433970860
ContactId: de1ea0b9-687f-4cd1-b43b-09ade8510e51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140190 ms
Total Talk Time (AGENT): 68737 ms
Total Talk Time (CUSTOMER): 44459 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/de1ea0b9-687f-4cd1-b43b-09ade8510e51_20250429T13:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] on the care team, and I've got a member on the line that had questions about her Cobra premiums.
[CUSTOMER][NEUTRAL] I wasn't sure if that was customer service. I didn't see it listed under billing.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, uh, let me look at the policy.
[CUSTOMER][NEUTRAL] Uh, policy number is 971,100.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you said her
[AGENT][NEUTRAL] Premium, cover up premiums.
[CUSTOMER][NEUTRAL] Yeah, she's she's asking about I guess her policy renews [PII], and she's asking, will the premium increase or do we know if it will.
[AGENT][NEUTRAL] Um, I see that she's still under the group, so that will depend on, um, the group's renewal if they get to change any type of plan, um, if, um, yeah, that, that depends on the, on the group.
[CUSTOMER][NEUTRAL] OK, yeah, OK, so she's not on Cobra then, right?
[AGENT][NEUTRAL] No, I don't see here that she's on Cobra.
[CUSTOMER][NEUTRAL] OK, so if she's maybe she's thinking maybe she's planning on terminating so if she's planning on terminating, we'll send her a letter and that will indicate if there's any increase premium.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, mhm, well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Even if she terminates, she will have the option for COA, but that will be about it. The continuation with COR will remain with the same premium unless she decides to go higher or upper on the plan, depending on um what the group has.
[AGENT][NEUTRAL] But that the premium goes um up or high depending on, yeah, the premium and if she is on renewal date and able to do that, she can do that on the middle of the year.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK. All right, thank you very much.
[AGENT][POSITIVE] You're welcome.