AccountId: 011433970860
ContactId: 6b70e3d9-6980-41dd-b457-c9cd443bee33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 629090 ms
Total Talk Time (AGENT): 223950 ms
Total Talk Time (CUSTOMER): 209738 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/6b70e3d9-6980-41dd-b457-c9cd443bee33_20250305T18:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi there, good afternoon. My name is [PII], and I was calling to inquire um about how I might receive or uh download the 1099 INT form.
[AGENT][NEUTRAL] OK, Miss [PII], um, do you have a policy with us now?
[CUSTOMER][NEUTRAL] Um, I believe I did for 2024, so that's what I'm looking for.
[AGENT][NEUTRAL] OK, OK, Miss [PII], um, can you give me your policy number?
[CUSTOMER][NEUTRAL] Um, let me see if I have that here. Hold on.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, I have it through my, um, employer. I don't know if that would be easier to check through there.
[AGENT][NEUTRAL] Alright, what is the um the group number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, that's what I'm looking to find looking for that card. Is there any other way to search for it?
[AGENT][NEUTRAL] I can search for it by your social security number if you can give that to me I'll pull it right in for.
[CUSTOMER][NEUTRAL] Oh wait, I found the card OK um OK uh yeah the group number is [PII].
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] And do you see a policy number or a member number or a certification number on that card?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It says no insured Lauren Lopez coverage employee and spouse group number 15156.
[CUSTOMER][NEUTRAL] Uh, that's all I see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me go ahead and pull up that group.
[AGENT][NEUTRAL] OK, and how do I spell your last name, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's, it's [PII] actually, [PII] and last name is [PII]
[AGENT][POSITIVE] Oh, I'm sorry, I've just been sitting here calling you [PII] ever since you got on the phone. I apologize for that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No worries, I never take stuff like that personal, you know, like sometimes you just can't.
[AGENT][NEUTRAL] OK, I don't either. I don't either. My name is [PII] and I'm called everything but [PII].
[CUSTOMER][NEUTRAL] Ah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see if I can find you in here.
[AGENT][NEUTRAL] It's a big group.
[CUSTOMER][NEUTRAL] It is a big group, um, and I wanted to see if I could get um our current card.
[CUSTOMER][NEUTRAL] Unless we were dropped. I don't know, I, I, I can't really.
[CUSTOMER][NEUTRAL] I don't understand what happened, but I thought we renewed it and then our employers said that they thought that APL no longer provided the service so I I just don't know.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so for security reasons this is Miss [PII], I'll I'll need to verify your date of birth.
[CUSTOMER][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] Thank you ma'am and then I'll also need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, alright, so you're showing my policy is active.
[AGENT][NEUTRAL] No ma'am, I'm not showing it's active but verify for security reasons.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, [PII].
[CUSTOMER][NEUTRAL] Um, what else did you need? Email?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am, your email and your phone number.
[CUSTOMER][NEUTRAL] Uh, so
[CUSTOMER][NEUTRAL] OK, so phone number [PII].
[CUSTOMER][NEUTRAL] And email could either be my personal or work. So my work is [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And if that one's not it, then it's [PII].
[AGENT][NEUTRAL] No, I've got the trade station, um, and then the phone number that you just gave me, is that, um, a good call back number if we get disconnected?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] You're wanting to get a 1099, is that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so APL does mhm.
[CUSTOMER][NEUTRAL] Because I, I
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] APL does not send out 1099s.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Are you just needing um something just to verify that you have insurance?
[CUSTOMER][NEUTRAL] Yes, um, I, I, I do have here from [PII] unless they stopped doing it. I have in mind, but I'm looking at it.
[CUSTOMER][NEUTRAL] The 1099 INC form from APL.
[AGENT][NEUTRAL] OK, let me see if uh.
[AGENT][NEUTRAL] Let me check if we're doing it for individuals.
[CUSTOMER][NEUTRAL] Yeah, American Public, yeah, it says American Public Life Insurance Company 1099-INT interest income, it says.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Let me
[AGENT][NEUTRAL] Check, I'm gonna put you on a brief hold while I review and see if I can find out some information if we're still doing that for individuals or not so it's gonna be a brief hold.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Alright, thank you for holding for me, Miss [PII]. So I did get some information. Uh, those were sent out on [PII], and if you did not receive one, I can send in a request for one to be issued to you.
[CUSTOMER][NEUTRAL] OK. Yes. Could you, that would be good. Um, can you send it by email?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, they mail them out, uh, but I will put on the request that you're requesting it by email and then include your email address.
[CUSTOMER][NEUTRAL] That would be great. Um, if you can look at my, I have my tax payment on Friday, so if it's mailed out and I don't get it next week, that won't be good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, I understand. um I'm going to request that you have and just put a note in there you're seeing your tax preparer on Friday and you need it emailed to you, OK? I will take care of that. Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That would be wonderful. Thank you.
[CUSTOMER][NEUTRAL] Thank you. I have one other que yeah, I have one other question, um, and that is, is my policy active?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, ma'am, um, your policy is no longer active effective [PII].
[AGENT][NEUTRAL] And let me see.
[CUSTOMER][NEUTRAL] OK. So, this was just, was this for, just so I understand cause I'm so bad with these insurance things. This was for um the gap insurance, is that right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right, and um.
[CUSTOMER][NEUTRAL] Yeah, do we know why it was canceled or not available anymore?
[AGENT][NEUTRAL] Uh, let me look and see if it has the notes.
[AGENT][NEGATIVE] It's not giving me a reason why, so what I want to do for you is uh let you speak with customer service so that they can explain why the policy was lapsed to you.
[CUSTOMER][NEUTRAL] Oh, OK. I actually, I have to get to a meeting now, but maybe I could call back at the time to find out.
[AGENT][NEUTRAL] If you don't mind me, if you don't.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes ma'am, yes you can, um, at your convenience and just let us know that you need to speak to customer service to find out why your policy was lapsed and then we can get you straight over to them.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you so I appreciate it.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too. Thank you so much.