AccountId: 011433970860
ContactId: 148f58b7-5d7c-4f74-a28b-262ada5a4326
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302980 ms
Total Talk Time (AGENT): 119738 ms
Total Talk Time (CUSTOMER): 63331 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/148f58b7-5d7c-4f74-a28b-262ada5a4326_20250527T12:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you doing? This is [PII]. Um, I have my insurance through you, um, and I was wondering how I can get a 1095A form for my, uh, tax purposes.
[AGENT][NEUTRAL] OK, uh, yeah, let's take a look over. What is your policy number? Do you have it?
[CUSTOMER][NEUTRAL] Um, it looks like the, uh, policy number is gonna be 02.
[CUSTOMER][NEUTRAL] 454,750
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then on the policy, [PII], I just need to verify please your date of birth and address.
[CUSTOMER][NEUTRAL] Uh my date of birth is [PII], and my address is [PII], and that's in [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So, I believe all of those forms are just automatically sent out if you should be getting one based off of like a payout. You haven't gotten anything?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And I, and I, and I need it so that um my uh representative can finish up my taxes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do, I did get one form that says exclamation of benefits. Is that, is that what they're looking for?
[AGENT][NEUTRAL] No, you said it was a 1095, right?
[CUSTOMER][NEUTRAL] Yeah, 1095A form.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] 295. OK.
[AGENT][NEUTRAL] Exception
[AGENT][NEUTRAL] OK, so it looks like with this particular policy, um, it's not considered major medical, so we're not permitted to mail the 1095. However, um, I can put in a request to have a certificate of coverage mailed to you in its place if you, if you need that.
[CUSTOMER][NEUTRAL] Would they be able to email me that, uh, email it to me or?
[CUSTOMER][NEUTRAL] We'll have to email
[AGENT][NEUTRAL] Um, it has to be mailed. We unfortunately don't do things through email just because of, um, it being secure. Um, you could maybe contact your tax person and let them know that the coverage you have with APL is not considered major medical, so they may advise you that you don't even need the certificate of coverage letter, but I can go ahead and put that in for you as a request to get that started, um.
[AGENT][NEGATIVE] Cause it may not even be, like I said, needed since this is not considered major medical.
[CUSTOMER][NEUTRAL] OK, so it's not, it's not major medical?
[AGENT][NEUTRAL] Correct, yeah, it's not considered major medical, so that's why we don't uh provide that 1095.
[CUSTOMER][NEUTRAL] OK, so it's not considered major medical, so that probably means it won't be, it's not approved by the government then, right?
[AGENT][NEUTRAL] Yeah, and I don't think you'll probably need it since it's not considered that, although I'm not a tax professional.
[CUSTOMER][NEUTRAL] OK, I'll, I'll give him a call and tell him.
[AGENT][NEUTRAL] OK. All right, not a problem. And then um I'll just notate this. Did you want me to go ahead and put the request in or did you wanna wait and speak to them first?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, let me, let me speak to them first and I can call you back.
[AGENT][NEUTRAL] OK, [PII], not a problem, and I'll just notate the account that we spoke about that's this morning that way the other agent knows if you have to call back, OK?
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Goodbye.