AccountId: 011433970860
ContactId: 399e66e9-4555-40aa-a4fb-749b946488db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378489 ms
Total Talk Time (AGENT): 108377 ms
Total Talk Time (CUSTOMER): 63037 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/399e66e9-4555-40aa-a4fb-749b946488db_20250116T18:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AT. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], good afternoon. My name is [PII]. Um, I have, um, gap insurance with you guys for my employer, and I wanted to know, um, because it is tax season, do I have to, um, claim any of the, um, money that I've gotten from the gap insurance to the IRS? Do I need to claim those?
[AGENT][NEUTRAL] Um, I'll tell you what, Miss, uh, [PII], let me, let me get your policy number first, and then I'm going to check with someone on that.
[CUSTOMER][NEUTRAL] OK, give me one second, let me.
[CUSTOMER][NEUTRAL] Let me log in.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hold on one second, let me do it this way because it's not populating on.
[AGENT][NEUTRAL] Let me go ahead and just see if I can get someone to.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, policy number is.
[AGENT][NEUTRAL] Anyone's available.
[CUSTOMER][NEUTRAL] 2473212
[AGENT][NEUTRAL] Thank you. And this is on a, on a gap policy, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, Mr. [PII], give me one moment.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see if I can find someone.
[AGENT][NEUTRAL] In that area who might can answer that for us.
[AGENT][NEUTRAL] It's not at lunch
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let's start with Miss [PII].
[AGENT][NEUTRAL] And you're asking if you have to, uh, you have to claim any money received for payments received.
[CUSTOMER][NEUTRAL] Say that one more time for me.
[AGENT][NEUTRAL] Our payments made at
[AGENT][NEUTRAL] Uh oh, I'm trying to figure out how to word this to her. Um, you're asking if you have to claim any.
[CUSTOMER][NEUTRAL] If we need to claim any payouts to the to the IRS.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Alright maybe it's [PII].
[AGENT][NEGATIVE] She's not replying. She might be on the phone with a customer.
[AGENT][NEUTRAL] There we go. Maybe she's, she's trying to reply to me. I can see her typing.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, she said not that she is aware of. I believe you'd receive a form in the mail if there was any kind of tax information to you.
[CUSTOMER][NEGATIVE] So the answer is no.
[AGENT][NEUTRAL] OK, yes, ma'am. She said that you would receive a form in the mail if there was anything that uh that you needed to do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And I believe those forms probably wouldn't go out to the end of the month anyway.
[CUSTOMER][POSITIVE] All right, perfect. Well, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so unless you receive a form, I don't believe there's anything you'll need to do.
[CUSTOMER][POSITIVE] Alright, thank you so much.
[CUSTOMER][POSITIVE] Perfect thank you I appreciate it.
[AGENT][NEUTRAL] Certainly. Is there anything else, Ms. [PII] we can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that would be it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and we hope you have a wonderful day, ma'am.
[CUSTOMER][POSITIVE] Same to you, my love.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.