AccountId: 011433970860
ContactId: df69d2dd-0bd1-4203-87ae-dd67e6b6dd88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224770 ms
Total Talk Time (AGENT): 97150 ms
Total Talk Time (CUSTOMER): 56420 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/df69d2dd-0bd1-4203-87ae-dd67e6b6dd88_20250324T14:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and we're the cobra administrator for uh on track staffing.
[CUSTOMER][NEUTRAL] And they have an employee that has paid their uh COR through [PII] and they have never received their ID card. Can you check on that for us?
[AGENT][NEUTRAL] Sure. Um, what is the policy number?
[CUSTOMER][NEUTRAL] I don't have that. I have a social if you can use that.
[AGENT][NEUTRAL] Alright, allow me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, what is the uh social security number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, thank you very much. And allow me just a second while the system tries to pull it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I was able to find the policy. Um, can you verify his information for me, please? Um, his, uh, name, date of birth?
[CUSTOMER][NEUTRAL] Uh yes, her, her date, go ahead. OK. Her name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. I do see here her policy, um,
[AGENT][NEUTRAL] I don't see the COBRA enrollment when it started, um, so the policy was canceled since [PII].
[CUSTOMER][NEUTRAL] Alright, so I need to talk to somebody about the premium because she is paid to [PII].
[AGENT][NEUTRAL] Alright, um,
[AGENT][NEUTRAL] I can go ahead and provide you the email where you can send all the information about that she has been paid for. um, and if we have been receiving that premium, it should be back in suspense and we can have someone um to apply it and have her um up to date. Um, would you like me to provide that email?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] That will be [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Spell that?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][POSITIVE] Yes, correct. And um you can
[CUSTOMER][NEUTRAL] And do you think they will reply to me today?
[AGENT][NEUTRAL] Uh yes, it should be.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you very much.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] Bye bye. You too, bye.
[AGENT][POSITIVE] Thank you. Bye-bye.