AccountId: 011433970860
ContactId: 7329393a-f271-4e74-9992-3febb6559215
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83519 ms
Total Talk Time (AGENT): 37427 ms
Total Talk Time (CUSTOMER): 45451 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/7329393a-f271-4e74-9992-3febb6559215_20250204T23:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII], and um, I'm a customer, my husband and I, of, um, with the health insurance, the BWA.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, and what I'm trying, I'm working on my taxes, and what I'm trying to find out is if I will be getting, getting, um, that Affordable Care Act form 1095A.
[AGENT][NEUTRAL] Yeah, so we actually La [PII], we do send those out if you're, if you're supposed to get one, they have to all be mailed out by the [PII], so I know that we got notification just the other day that they had all been sent out. So if you haven't gotten it, it should be coming here soon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's, that was my question. I'm just trying to, you know, I'm going through the list and going, oh, I haven't seen that. So, oh wait, I will just, I will just wait for that. I was hoping I could find it on the website, but I don't see it anywhere. So I will just wait to see if I get it.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, if you don't have anything by Friday you can definitely call back but like I said we got a notification that they had been sent out so everybody should be getting them here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Sounds good. I'll be looking for it. Thank you.
[AGENT][POSITIVE] All you're welcome. Have a good night.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.