AccountId: 011433970860
ContactId: 8cb95a6f-3b37-4b4f-8c56-ba1b871cad89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 994770 ms
Total Talk Time (AGENT): 97419 ms
Total Talk Time (CUSTOMER): 106667 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=-2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/8cb95a6f-3b37-4b4f-8c56-ba1b871cad89_20250220T21:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I have not received my tax form yet.
[AGENT][NEUTRAL] OK, uh, I can check and see what policy you have and what we can do about that. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I have a cancer policy.
[AGENT][NEUTRAL] OK. And may I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] That I don't have.
[AGENT][NEUTRAL] Yeah, alright, bear with me just a second, let me do a name search.
[AGENT][NEUTRAL] How do you spell your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it may be down as [PII] or [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. May I have your date of birth, mailing address and email address on file for verification?
[CUSTOMER][NEUTRAL] Yes, um, just a second.
[CUSTOMER][NEUTRAL] OK, email address is [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth [PII] and what was the other one that you needed?
[AGENT][NEUTRAL] Mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let me check and see uh what we can do. Do you mind holding for me?
[CUSTOMER][NEUTRAL] Oh, that's fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. OK, I'm still searching to see exactly where can we get that information for you, OK? It's taking me a little bit. We're researching, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. Uh, do you know what type of um form you're looking for exactly? Do you know the name of the form?
[CUSTOMER][NEUTRAL] Uh, it's whatever the form is I turned into um.
[CUSTOMER][NEUTRAL] The IRS
[AGENT][NEUTRAL] Is it the one showing that you make payments on it, or is it the one showing that we send you a, a check or which one is it?
[CUSTOMER][NEUTRAL] Let me see, just a second, let me see if I can find, find something, just a second.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm gonna have to do some more looking around.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you, do you send? OK.
[CUSTOMER][NEUTRAL] I'm sure I've had.
[CUSTOMER][NEUTRAL] A form for that before.
[AGENT][NEUTRAL] The only way we will send that form is if we have send a check, uh, and it's a large amount and we need to just go ahead and send you a 1099.
[CUSTOMER][NEUTRAL] Well, I will
[CUSTOMER][POSITIVE] OK, well, you haven't sent any check. Yeah, I haven't sent any, yeah, I have, yeah. All right, well, let me check, and if I find something I'll give you a call back. Thank you so much for your patience and help. Goodbye.
[AGENT][NEUTRAL] No, no, we have not yeah.
[AGENT][NEUTRAL] Oh, OK, sure.
[AGENT][POSITIVE] Thank you for your patience, Ms. [PII]. Thank you for calling APO. Have a good day. Good afternoon. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Thank you.