AccountId: 011433970860
ContactId: 2c9ca5ad-bef9-4595-b978-a6ca5e25bdc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 555500 ms
Total Talk Time (AGENT): 234508 ms
Total Talk Time (CUSTOMER): 208384 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/2c9ca5ad-bef9-4595-b978-a6ca5e25bdc4_20250213T20:52_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, man, this is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, I need a 1095. I'm, I'm with, um, APL.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I need a 1095 number for my taxes.
[AGENT][NEUTRAL] Uh, 1095 Farm.
[CUSTOMER][NEUTRAL] Yeah, all the number, the lady said she could take the number if you got the number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so give me one second. What's your policy number, [PII]?
[CUSTOMER][NEUTRAL] Oh snap, I ain't got the policy number. I'm at the tax office right now. Could you take my uh social security number?
[AGENT][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] Alright, I got [PII].
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one second, OK?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I guess I that time line.
[CUSTOMER][NEUTRAL] You're gonna give you so you said all you need is the number, right?
[CUSTOMER][NEUTRAL] Oh, OK. Well then you want, want me to put on speaker?
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, one moment please, and I'll need to speak with the policy holder.
[CUSTOMER][POSITIVE] Absolutely yes.
[AGENT][NEUTRAL] OK, give me 1 2nd, [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So she's gonna look it up and then she's gonna talk to you to get to talk to you.
[AGENT][NEUTRAL] [PII], what type of policy do you have?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I got the health insurance policy.
[AGENT][NEUTRAL] Well, you have several policies.
[AGENT][NEUTRAL] So is it your critical illness policy? You have a dental policy?
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] An accident policy.
[CUSTOMER][NEUTRAL] Yeah, I have the dental and the health. I don't know if I have the accidental. I probably do.
[AGENT][NEUTRAL] this, have you been out on disability?
[CUSTOMER][NEUTRAL] Do, do a pull up with my myself.
[AGENT][NEUTRAL] Do you have a disability policy with us?
[CUSTOMER][NEUTRAL] Yeah, uh, do it pull up with my social security number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the zip code there?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what's your email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Give me 1 2nd.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] I like me.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, so for the the based on your employer group [PII].
[AGENT][NEUTRAL] Um, because we're not a major medical carrier, um, we're not permitted to mail you out a 1095 form, but we can provide to you a certificate of credible coverage. We can provide that letter to you.
[CUSTOMER][NEUTRAL] Oh, can you say this to my text lady so she could know?
[AGENT][NEUTRAL] I, I can.
[CUSTOMER][NEUTRAL] OK, hold on one second. Oh yes, OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hi, ma'am, what's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Hi [PII]. Hi [PII]. Um, the type of employer that he has, it's not a major medical carrier, so we're not permitted to mail him out a 1095 form, um, but we can mail him out a certificate of credible coverage.
[AGENT][NEUTRAL] Letter
[CUSTOMER][NEUTRAL] So he doesn't have a 1095A?
[AGENT][NEUTRAL] No, um, we're not a major medical, so we do not send out that form.
[CUSTOMER][NEUTRAL] That's interesting. The IRS is requesting a 1095A.
[AGENT][NEUTRAL] Yeah, well depend on his employer, um, I'm not showing that the policy that he has with us is a major medical plan, so it doesn't apply.
[CUSTOMER][POSITIVE] Very interesting cause he says that he has health insurance in the healthcare marketplace.
[CUSTOMER][NEUTRAL] So that's not what you're seeing.
[AGENT][NEUTRAL] And that's usually a major medical coverage.
[AGENT][NEUTRAL] You know, Blue Cross, Aetna, he doesn't have a major medical, we're not his major medical carrier.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Interesting. OK.
[CUSTOMER][POSITIVE] That's what I needed to know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can you provide some documentation that shows that information for me? Is no drama.
[AGENT][NEUTRAL] Yeah, all we can provide is a certificate of credible coverage letter. If that's not sufficient, then he would more than likely have to reach out to his employer.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Right, and he doesn't have one of those.
[AGENT][NEUTRAL] No, he does. This is a group policy. um I can give him the phone number to call, um, if you didn't have any other questions for me, I can speak back with [PII] and provide him with that information. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Absolutely. OK.
[CUSTOMER][NEUTRAL] Uh you a phone number to call.
[CUSTOMER][NEUTRAL] Oh really.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so because the policy that you have with us, it is a group policy. You have it through a group even though you may be an independent trucker, um, it's through, uh, universal trucking, um, and because this is not, uh, mhm, and because it's not a, yeah, because it, it, this policy, the policies that you have with us are not major medical policy, so we do not provide a 1095 form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, so you have the rights to truck.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, I don't know if they can use in lieu of that or certificate of credible coverage letter or not.
[AGENT][NEUTRAL] But we, we do not provide 1095s if it's not a major medical, uh, coverage.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] What
[AGENT][NEGATIVE] Which we do not administer.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] So, uh, hold on, Miss [PII], what do you need?
[CUSTOMER][NEUTRAL] Yeah, so what do you need from them?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That I don't have it. Oh, so can y'all send uh something that say I don't have insurance on the health care marketplace?
[AGENT][NEUTRAL] We do, we can't yeah because this is a group policy so you may reach out to your employer for we cannot because it's not it's it's it's a group plan so it's administered by a group it's not an individual policy.
[CUSTOMER][NEUTRAL] You say you can?
[AGENT][NEUTRAL] So if they're needing specific yeah documentation you'll need to reach out to UTBA.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] We can't send you a document to say that this is not from the mark we can't do that because it's a group plan.
[CUSTOMER][NEUTRAL] Oh, what's that number?
[AGENT][NEUTRAL] We only administer the policy other than that UTBA would, you know, your employer would have to handle.
[CUSTOMER][NEUTRAL] My employer? OK, so I need to call my company and tell them.
[AGENT][NEUTRAL] UTV Universal yeah, Universal Trucking.
[CUSTOMER][NEUTRAL] OK, alright, and well you got the UBTA number?
[AGENT][NEUTRAL] Do you have, do you have your
[AGENT][NEUTRAL] I do that's what I was fixing to ask you.
[CUSTOMER][NEUTRAL] Oh, OK, alright, yeah, I need that number.
[AGENT][NEUTRAL] Do you have a you have a pen and paper?
[AGENT][NEUTRAL] You ready?
[CUSTOMER][NEUTRAL] Yeah. Yeah.
[AGENT][NEUTRAL] OK, so that number is 877.
[CUSTOMER][NEUTRAL] 877.
[AGENT][NEUTRAL] 472.
[CUSTOMER][NEUTRAL] 472.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][NEUTRAL] 5541.
[AGENT][NEUTRAL] Right, and the only document that APO can provide um is a certificate of credible coverage letter and so you may wanna see what they can provide for tax purposes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. I appreciate it.
[AGENT][NEUTRAL] OK. Anything else, Mr. [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that's good, that'll work.
[AGENT][POSITIVE] OK. All right. Well, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.