AccountId: 011433970860
ContactId: 19d982c4-27a6-48b0-88c1-a80092f945dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78470 ms
Total Talk Time (AGENT): 45021 ms
Total Talk Time (CUSTOMER): 27777 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/19d982c4-27a6-48b0-88c1-a80092f945dd_20250401T12:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am trying to get my 1095 form. Well, actually I'm one, I think you guys would issue a tax form, right for last year?
[AGENT][NEUTRAL] Um, not, not usually. Um, if you had a disability, short-term disability sometime through the year, we may, um, but usually no, the insurance company won't, but 1095, um, I can look into it for you though.
[CUSTOMER][NEUTRAL] Yeah, I just wasn't sure. I'm trying to file my taxes and I wasn't sure if like the supplemental insurance would get if I need to file anything for supplemental insurance or what.
[AGENT][NEUTRAL] Oh, no, um, it would, that would, the only thing we do tax forms for would be like if you were on short term disability because that's like income, you know, while you're out of work or, you know, through the year, but not for your health, not for your um secondary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK awesome well thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that was awesome. Thank you. Short sweet to the point. I really appreciate it.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.