AccountId: 011433970860
ContactId: ecbd265e-577b-4947-ba6c-1781130b701c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127550 ms
Total Talk Time (AGENT): 57027 ms
Total Talk Time (CUSTOMER): 49655 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/ecbd265e-577b-4947-ba6c-1781130b701c_20250123T20:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] Good, can you look at something with me? Um, we're always asked to call customer service if someone is inquiring about whether the policy can be ported.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Although I don't think it can, I need somebody to check it. The policy number is 1960211. It's a Metlink policy.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 19602.
[CUSTOMER][NEUTRAL] Uh, 0
[CUSTOMER][NEUTRAL] 11
[AGENT][NEUTRAL] 0211.
[CUSTOMER][NEUTRAL] For [PII]. Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just a second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, that is a long lasting.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me look at it really quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I'm not sure if he can afford it, but he's already enrolled with, so he should still be covered. Uh-huh, he's still.
[CUSTOMER][NEUTRAL] Yeah, yeah, he's on Cobra.
[CUSTOMER][NEUTRAL] He is. He's on Cobra.
[AGENT][NEUTRAL] All right, so his coverage won't end until, um, let's see, we have.
[AGENT][NEUTRAL] [PII] of this year.
[CUSTOMER][NEUTRAL] Yeah, so it's only 18 months and he was wondering after his cover expires could he convert.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I believe he can't. I'm not quite familiar after Cobra.
[AGENT][NEUTRAL] Enrollments
[CUSTOMER][NEUTRAL] But just in general the port, the support the policy, what's the rule? Would it not have to be in the policy? I don't see anything in the policy document that talks about it.
[AGENT][NEUTRAL] Uh, no, I don't think so.
[CUSTOMER][POSITIVE] OK. All righty. Thank you, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh-huh, bye bye.
[AGENT][POSITIVE] Have a nice day. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.