AccountId: 011433970860
ContactId: 5dfefd27-c176-4cc2-8067-f8f9c4acf996
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 516940 ms
Total Talk Time (AGENT): 187715 ms
Total Talk Time (CUSTOMER): 184699 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/5dfefd27-c176-4cc2-8067-f8f9c4acf996_20250401T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is Mr. [PII], and I'm calling because I need to, um, I need to get um
[CUSTOMER][NEUTRAL] A form for my
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Taxes.
[AGENT][NEUTRAL] All right, um, miss, may you repeat your name to me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And do you happen to have your policy number on hand?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 602.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 187.
[AGENT][NEUTRAL] Alright, and then allow me just a second while I pull up your policy.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Just allow me a second to pull up your policy please, so we can look it up.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, Ms. [PII], I was able to pull up your policy and just for verification steps, can you tell me your date of birth and address, please?
[CUSTOMER][NEUTRAL] PO uh my date of birth is [PII]. My address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And your call is about um needing your tax form, is that correct?
[CUSTOMER][NEUTRAL] I need something showing how much I paid for my insurance for [PII].
[CUSTOMER][NEUTRAL] Can you uh send it to my email?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and allow me just a second to find the information and I can tell you from there if we can send it to your email or not.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Uh, with that you can you confirm the email for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Ms [PII].
[CUSTOMER][NEUTRAL] Can you mail me a a a a hard copy as well?
[AGENT][NEUTRAL] Um, yes, we could do that, um, and then let me just a minute to look at the, um, information about the policy because I'm not quite sure if this is uh one that we provide a tax form for it, um, but I will make sure about it, right?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, all I need is a letter. I know I'm not gonna get a 1099 or nothing like that. I just need a letter showing how much I paid for 24.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, Ms. [PII], um, what I'm gonna do is gonna go ahead and transfer you to the care team since they are the ones um that can go ahead and provide you for the information about the request. All right, I will go ahead and provide, um, mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I will go ahead and provide your policy number and information so you don't have to repeat yourself again, right?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello [PII], this is [PII] in customer service. I have an insured on the line, uh, with policy number.
[AGENT][NEUTRAL] 602.
[AGENT][NEUTRAL] 187.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I actually have a question about this. I'm not quite sure. Um, she is requesting us to send her a letter, um, with the amount of money she has paid on this, um, policy. Do we provide that to the insured?
[CUSTOMER][POSITIVE] Oh gosh, that's a good question, um.
[CUSTOMER][NEUTRAL] I've never heard of that before. Let's see.
[CUSTOMER][NEUTRAL] Like the amount of premium she's paid?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] She said she's not expecting the, the, uh, any type of tax form, just the letter where we um pretty much say where um how much she has paid on the policy, but I, I, I'm not aware that we.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, issue that type of documents or letters to email or mail.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] How does how does service insured if they ask what the policy is paid to the date.
[CUSTOMER][NEUTRAL] Well, I wonder if she can see that through the online service center surely she can see like her.
[CUSTOMER][NEUTRAL] You know what I mean like her premiums received, I would, I would think, right? I'm new so.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Oh, no. Um, I'm fairly new too, so I'm not quite sure.
[CUSTOMER][NEUTRAL] Yeah, I, I would think on the online service center she should be able to see her premiums what she's paid.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, there should be a place on the online service center. I would see if she can log in there. Let's see what does it say, um.
[CUSTOMER][NEUTRAL] Let's see what it says about that. Hold on a second.
[CUSTOMER][NEUTRAL] For an individual.
[CUSTOMER][NEUTRAL] I'm seeing what they can.
[CUSTOMER][NEUTRAL] Track claim status file claims.
[CUSTOMER][NEUTRAL] Is a
[CUSTOMER][NEUTRAL] Because they can't pay on the online service center so.
[AGENT][NEGATIVE] No, they can't.
[CUSTOMER][NEUTRAL] That would make sense.
[CUSTOMER][NEUTRAL] So I don't bet she could see that on there either.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I can, uh, probably I haven't heard of this before. I was trying to look up a guru card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't see anything on the guru card.
[CUSTOMER][NEUTRAL] Record of payment. I'm trying to see if.
[CUSTOMER][NEUTRAL] I could find anything.
[CUSTOMER][POSITIVE] I see very good.
[CUSTOMER][NEUTRAL] I wonder if group billing could help if or the billing department if um what's your mode of pay.
[AGENT][NEUTRAL] All right. Um, I don't want to have her holding for too long. Um, I will just, I'll
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, yeah, I would send her to the billing billing because they're the ones who accept payment and so I would think that they would have a record of it.
[AGENT][POSITIVE] Um, OK. All right. Well, thank you. I will go, I will get back to her and, um, like, mhm. All right, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, Ms. [PII], I'm so sorry for that hold. Um, I will go ahead and place a request for you to receive that, um, uh, sorry, the information about your payments on your policy, and you should receive them via email and mail as you requested, all right?
[CUSTOMER][NEUTRAL] Oh, and how long would it take for me to get it by email?
[AGENT][NEUTRAL] Um, it should take, I would say, um,
[AGENT][NEUTRAL] 2 to 3 business days since it it I will be placing a ticket request for it.
[CUSTOMER][NEUTRAL] 2 to 3 days.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Mm. All right. You have a nice day.
[CUSTOMER][NEUTRAL] Me too.
[AGENT][POSITIVE] Thank