AccountId: 011433970860
ContactId: 37398f97-a433-481b-892a-d70805b3a6fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 591580 ms
Total Talk Time (AGENT): 212646 ms
Total Talk Time (CUSTOMER): 110469 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/37398f97-a433-481b-892a-d70805b3a6fe_20250418T19:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm calling to see if I can talk to like, uh, finance department.
[AGENT][NEUTRAL] OK, may I have your name and are you an insured or provider or broker?
[CUSTOMER][NEUTRAL] I was insured last year.
[AGENT][NEUTRAL] OK, may I have your name?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK, and a finance agent and like what is the, what are you trying to do? Are you wanting to reinstate or?
[CUSTOMER][NEUTRAL] I need a, no, no, no, I need a tax form.
[CUSTOMER][NEUTRAL] Uh 1095.
[AGENT][NEUTRAL] OK, did you have a disability policy with us?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Um, I can search your policies, so I can help you with your tax form. May I have, well, um, do you have your old policy number? I can search it with your social if you'd like.
[CUSTOMER][NEUTRAL] Yeah, my social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate. Hold on one moment.
[AGENT][NEUTRAL] OK, and the first name, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And can you spell the last name for me, please?
[CUSTOMER][POSITIVE] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna start with the name. Nothing came up with the social.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] I have 2 policies with your first and last name. Can you verify your date of birth for me? And I can confirm if this is yours.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] This is April. OK, hold on one moment.
[AGENT][NEUTRAL] And you're sure it was American Public Life?
[CUSTOMER][NEUTRAL] Uh, yeah, I, I didn't use it at all. I just had it for like a month or two.
[CUSTOMER][NEUTRAL] But I made a payment like 500.
[CUSTOMER][NEUTRAL] Something
[AGENT][NEUTRAL] OK, let me do some research. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mr. Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. So I did find your hospital indemnity policy. Um, I just need you to verify your, well, you already gave me your date of birth, the mailing address on file and the email address.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Now for forms 1095 and 1099, um, APL does not provide that. It comes from your HR department. Um, now you are with or under Business Workers of America, so I can give you the customer support number for them to see if they provide it, but I'm pretty sure it's your provider.
[AGENT][NEUTRAL] I'm sorry, your employer.
[CUSTOMER][NEUTRAL] My employer, I don't have an employer.
[AGENT][NEUTRAL] Right, so that's why I'm saying Business Workers of America, typically we would direct the caller to their employer, but since Business Workers of America is what provides our product to like individuals or self-employed, I can give you the number of Business Workers of America and they can assist you, but we don't provide the 1095 forms um for taxes.
[CUSTOMER][NEUTRAL] OK, so can I get the number?
[AGENT][NEUTRAL] Sure, hold on one moment.
[AGENT][NEUTRAL] And I can transfer you over to a rep if you like as well.
[AGENT][NEUTRAL] But let me get you the number.
[CUSTOMER][NEUTRAL] Yeah, yeah, uh, yeah.
[AGENT][NEUTRAL] So it's 1877.
[AGENT][NEUTRAL] 247.
[AGENT][NEUTRAL] 8868.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They also have [PII]. They have two customer service numbers.
[CUSTOMER][NEUTRAL] So what do I need to ask to make it an easy?
[CUSTOMER][NEUTRAL] Um, like, uh.
[CUSTOMER][NEUTRAL] kind of streamline the whole process because sometimes people get confused.
[AGENT][NEUTRAL] Um, you can just let them know that you're trying to obtain a 1095 form.
[AGENT][NEUTRAL] And um usually the HR department supplies it, but uh the policy is through Business Workers of America, or if you like, I can give them a call and explain it to the rep and transfer you to the rep, um whichever you prefer.
[CUSTOMER][NEUTRAL] Yeah, can we do that?
[AGENT][NEUTRAL] Sure, before I transfer you over, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] All right. Well, thanks so much for calling APL and hold on one moment while I get a representative for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling member services. All calls are recorded for quality assurance. Our hours of operation are Monday through Friday [PII] Central Standard Time. If you know your party's extension, please dial it now.
[CUSTOMER][NEUTRAL] For customer support, press 2. For agent support, press 3. For claim support, press 4 for.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from APL. I have a member on the other line who's um requesting a 1095 tax form from us, but we don't, uh, supply those. We usually refer them to HR, but he's with Business Workers of America.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, yes ma'am. Whenever you're ready to send him over, that's fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] And let me put your name in my notes. Can you repeat your name for me, please? I'm sorry.
[CUSTOMER][NEUTRAL] Yes, ma'am, it's [PII], so [PII] My last initial is [PII]. Yes ma'am.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and hold on one moment, [PII].
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. I have [PII] on the line and she's going to be assisting you with the 1095 form, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Hi,