AccountId: 011433970860
ContactId: 16a54049-1857-4ed2-bb6c-d7642d5c112c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267149 ms
Total Talk Time (AGENT): 63911 ms
Total Talk Time (CUSTOMER): 103625 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/16a54049-1857-4ed2-bb6c-d7642d5c112c_20250429T15:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII], uh, um.
[CUSTOMER][NEUTRAL] I'm trying to file my taxes, but I need a copy of my 1095A from y'all.
[AGENT][NEUTRAL] Um, OK, uh, let me see, hold on one moment.
[AGENT][NEUTRAL] Do you have a policy number with us that I could look up?
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] Give me 1 2nd to find it.
[CUSTOMER][NEUTRAL] There it is, OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] 02483632
[AGENT][NEUTRAL] OK, and what is your date of birth, bless you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You said what?
[AGENT][NEUTRAL] Your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, looks like I have a different address.
[CUSTOMER][NEUTRAL] Oh man that must be [PII].
[AGENT][NEUTRAL] Um, no, I have a different address. [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My house right, uh.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm it is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and are you needing to update your address?
[CUSTOMER][NEUTRAL] Uh, I can.
[AGENT][NEUTRAL] OK, um, I get that. What's your new address?
[CUSTOMER][NEUTRAL] My new address is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, I said that, yeah, I think.
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK, so we don't provide a 1095, um, because this isn't major medical insurance.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Uh, so it's, there is no 1095 to provide, um, we can provide you with a certificate of coverage, but.
[CUSTOMER][NEGATIVE] That is a damn fact.
[AGENT][NEUTRAL] The 1095 isn't applicable to this plan because it's not major medical, so.
[CUSTOMER][NEUTRAL] Alright, uh, that, uh, can you send that certificate of coverage? Yo, looking at it like I'm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm gonna put in a request for that to be sent and mailed to your home address that we just changed, and so look out for that in probably about 3 to 5 days.
[CUSTOMER][NEUTRAL] Would it be possible to send it through email?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Yes, I can request that they email it to you.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK. Anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.