AccountId: 011433970860
ContactId: 14884e41-74fc-4c78-94e7-73759d59a502
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 459739 ms
Total Talk Time (AGENT): 209551 ms
Total Talk Time (CUSTOMER): 144873 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/14884e41-74fc-4c78-94e7-73759d59a502_20250217T18:59_UTC.wav
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[AGENT][NEUTRAL] Calling ATL, this is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hey, it's [PII] in group billing. I have an insured on the phone that's wanting to know if we send out, um, income tax stuff for claims that were paid or processed for income tax purposes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I wasn't sure to the answer of that question.
[AGENT][NEUTRAL] OK, um, what's the policy number?
[CUSTOMER][NEUTRAL] One of them is one of them is 630,820.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] This gentleman's name is [PII] Heard. Um, his other policy number is 60505.
[AGENT][NEUTRAL] 630.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I have the policy pulled up. Thank you.
[CUSTOMER][NEUTRAL] OK, well, here he comes.
[AGENT][NEUTRAL] Mr. Her?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, I understand you're calling about, um,
[AGENT][NEUTRAL] Papers for your income tax.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. One moment while I do some research on that, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you receive a form from us?
[CUSTOMER][NEUTRAL] I may have, uh, I'll have to go back through my paperwork. Uh, I can't remember, uh, if I did or not since I was paying my bills for the month for the quarter. I just ask just to be sure, you know, uh, I, I may have it. I have to go back to my 24 files and see it was just, uh, I was just asking do you send it out? I, I couldn't remember if I.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I know they do it like you have, if you do like a um the lump sum payment, like if you do um.
[AGENT][NEUTRAL] Let me look at you. If you receive a lump sum payment.
[AGENT][NEUTRAL] Um, like that $5 or $10,000 lump sum payment, but just for filing for preventatives and all, um, or radiation or or any other things that you file for, but for that initial payment, it is that you would have received the 10994, but anything else you don't.
[AGENT][NEUTRAL] And let me see when, when, let me see when you um.
[CUSTOMER][NEUTRAL] OK, let me
[AGENT][NEUTRAL] When you might have um received the lump sum payment.
[CUSTOMER][NEUTRAL] OK, now my question was, this is my question. I wanted to know, uh, you know, what, what I could file on my income tax for when I itemize for insurance purposes as far as my.
[AGENT][NEUTRAL] Oh, that I that I would not know. You would have to probably contact your.
[AGENT][NEUTRAL] The person that does your taxes, but what you can file, I thought you was asking, did, did we send you a form um for tax purposes to file um as income.
[CUSTOMER][NEUTRAL] No, you know, each, no.
[AGENT][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEGATIVE] No, what I'm asking, you know, at the end of the year, all that I have paid into the insurance, I claim that uh on my premiums that I paid.
[CUSTOMER][NEUTRAL] And I wanted a total of the premiums that I paid to APL so I could file that on.
[AGENT][NEUTRAL] OK, so you want us to send you what your premium, OK, so that's another department. I'm not sure, yeah. OK, so now I understanding you want us to send you something with the total amount of what premiums you have paid for 2024.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh, OK, I don't think she understood either.
[CUSTOMER][NEUTRAL] OK, alright, so you, you don't handle that.
[AGENT][NEUTRAL] OK. That.
[AGENT][NEUTRAL] OK, so yeah, let, hold on one moment. I thought you was asking, did we send you a form for.
[AGENT][NEUTRAL] Tax purposes as as income, OK. Hold on one moment, OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] The premium that I paid throughout the year, that's what I wanted to.
[AGENT][NEUTRAL] OK. OK, so, yeah, I don't think she understood what, what was said. OK. Hold on one moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][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
[AGENT][NEUTRAL] Which area handles that?
[CUSTOMER][POSITIVE] Um, it will be customer service. Um, I believe it will be a cash value for the policy.
[AGENT][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.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, give me just a second, look it up.
[CUSTOMER][NEUTRAL] OK. If it is for a cash value of the policy, um, we would have to, um,
[CUSTOMER][NEUTRAL] Make a calculation for it and uh we will send the information to the insured.
[AGENT][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 1099s or something, but he wants to know about, cause he wants to claim the premium that he paid.
[CUSTOMER][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][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.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Mhm.