AccountId: 011433970860
ContactId: 0f241c8b-ac08-4fe9-aebb-572ce10a9c97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 584729 ms
Total Talk Time (AGENT): 165432 ms
Total Talk Time (CUSTOMER): 154179 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/0f241c8b-ac08-4fe9-aebb-572ce10a9c97_20250217T19:05_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] in the cancer department. Do you know who the member would speak with? This member is calling. He wants a statement of how much um he has paid for 2024 and premium. So do you know um.
[CUSTOMER][NEUTRAL] Which area handles that?
[AGENT][POSITIVE] Um, it will be customer service. Um, I believe it will be a cash value for the policy.
[CUSTOMER][NEUTRAL] OK, let me provide you with the policy number. He was transferred um from either [PII] or Broker Resources transferred him to us, but I'm not too sure she understood what he wanted, but the policy is 630,820.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, give me just a second to look it up.
[AGENT][NEUTRAL] OK, if it is for a cash value of the policy, um, we would have to, um,
[AGENT][NEUTRAL] Make a calculation for it and uh we will send the information to the insured.
[CUSTOMER][NEUTRAL] OK, you can explain that to him. I'll send him over, but um that is what he was wanting is I thought he wanted, he was asking about the 1099 or something, but he wants to know about, cause he wants to claim the premium that he paid.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On his taxes and he wanna know how much was that, OK, so [PII] He is the policy. I'm gonna send him over. Thank you.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Good afternoon, Mr. [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, good afternoon. This is [PII] in customer service.
[CUSTOMER][NEUTRAL] Yes ma'am. What I was calling for, I wanted to
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, for my insurance, for my, uh, internal revenue purposes when I file my income taxes, I would like to get the total amount of insurance premium that I paid, uh, APL for the year of [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK, so that is for the 1099 form.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, give me just a second. I thought it was for a um cash value for the policy. My apologies. Give me just a second.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] If you could tell me the amount, uh, I, I don't have to have it in written. Well, yes, can you just send me a copy written form of the amount of premium please?
[AGENT][POSITIVE] Mhm, yes, I can. Just give me a small second so I can access that information for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just a second, please.
[AGENT][NEUTRAL] All right, Mr. Her, I am having some issues accessing the page that has that information. Would you mind if I place you on a brief hold and I come back? Just a minute.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] All right, Mr. Her, are you still there?
[AGENT][NEUTRAL] Can you hear me, Mr. Her?
[CUSTOMER][NEUTRAL] I'm here.
[AGENT][NEUTRAL] All right. Um, I was, I'm looking through uh the policy and I see here that since APL is not a major medical carrier, we don't um provide that type of form for tax purposes.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, you, you don't file, you don't claim, you don't, you don't use uh.
[CUSTOMER][NEGATIVE] You don't provide any service. You don't provide a claim, I mean a copy of the premium that you pay for the year.
[AGENT][NEUTRAL] Uh, we can provide a copy of, uh, the payments that it has been, have been paid on it, but we don't provide that, um, specific form.
[AGENT][NEUTRAL] For tax purposes.
[CUSTOMER][NEUTRAL] OK, well, it is tax, it is taxable that I could use it on the income tax, so how would I, how would I use that then to verify?
[AGENT][NEUTRAL] Alright, let me just a second here and see what we can do for it.
[AGENT][NEUTRAL] OK. We can request the history of premiums paid. Is that what um something that would help?
[CUSTOMER][NEUTRAL] Yes, uh, the request for the year of [PII], that's all I need.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Mr. [PII], um, since this will require a little bit of um investigation from the agent that takes care of this, I would say that this will be taking care of someone else. I will go ahead and put in the request for you and the person taking care of it will reach out back to you as soon as they have it ready and mail it out for you. Does that sound good?
[CUSTOMER][NEUTRAL] That's good. Do you have a total amount that I paid for the year [PII] that you could tell me right off?
[AGENT][NEUTRAL] I do not, Mr. [PII], um.
[AGENT][NEUTRAL] No, I do not have a total. It would request, um, it will require a little bit of calculation for the year, um, to look at all the payments for it.
[CUSTOMER][NEUTRAL] OK, so you will transfer this to the person that can do this?
[AGENT][NEUTRAL] Um, I will take care of placing the request, um, and the person will be, um, taking care of it and then calling you back for it.
[CUSTOMER][NEUTRAL] OK, all right, I'll.
[AGENT][NEUTRAL] Once it is completed. Mhm.
[CUSTOMER][POSITIVE] All right, thank you very much, [PII].
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Have a nice day.
[CUSTOMER][POSITIVE] Take care. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.