AccountId: 011433970860
ContactId: 8d81ef31-e1ec-4ec9-9be4-b0c9a7cab2ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 467510 ms
Total Talk Time (AGENT): 154048 ms
Total Talk Time (CUSTOMER): 98226 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/8d81ef31-e1ec-4ec9-9be4-b0c9a7cab2ff_20250407T19:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] Yes I can hear you. This is [PII] with APL. Look how can I help you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, I'm calling because I'm trying to track down my 1099 HC form.
[AGENT][NEUTRAL] OK, Ms. [PII], um, can you please give me your
[AGENT][NEUTRAL] Policy number
[CUSTOMER][NEUTRAL] Yes, it's 02472613.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your uh date of birth for me?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] OK, thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] The address is [PII] sorry, [PII].
[CUSTOMER][NEUTRAL] And then the um phone number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And then the email, sorry, um, if I'm going too fast, stop me.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Um, the OK, the email is [PII].
[AGENT][NEUTRAL] Thank you and then the phone number that you just verified for me is that a good number to call you back on to get disconnected Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Let me see what it's
[AGENT][NEUTRAL] Your 1099 HC4 looking for?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Or is it for yourself?
[CUSTOMER][NEUTRAL] For my, for myself.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me look real quick.
[AGENT][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I don't show you have any claims on file, so therefore no benefits were paid out.
[CUSTOMER][NEUTRAL] Sorry, but I had the insurance for the past year. Was it only
[CUSTOMER][NEUTRAL] If I had a claim that it would cover me?
[AGENT][NEUTRAL] Right, um, let me look and see. I don't believe we send out 1099 HC forms.
[AGENT][NEUTRAL] Um, I can transfer you to customer service and they can send a letter out stating that you had the policy and they can put on there the, um, effective date when and when it ended and if it was still active or not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you would like for me to do OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, kind of just
[CUSTOMER][NEUTRAL] It just anything that proves that I was covered.
[AGENT][NEUTRAL] OK alright let me um put you on a quick hold. I know that they were in a meeting let me see if they're out of the meeting uh just to let you know if they are still in the meeting I can send a request in to them and then they can work that up but we're gonna check first, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, appreciate it.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] no agent staff. Goodbye.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes ma'am they're still in their meeting. I apologize um I'm gonna put you on a quick hold. I'm gonna send in a request for somebody to get that together and send it to you. Do you want to be sent by email?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK, that way you'll get it faster and we'll send it to the email address that you just verified for me so it's gonna be a real quick hold. I'm gonna get that together and I'll be right back.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 4
[AGENT][NEUTRAL] OK, Ms. [PII], this is [PII] back with you again. I have that request in for them to send you a certification of coverage letter to your email address.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go, ma'am?
[CUSTOMER][NEUTRAL] Um, I don't think so. Should that be request be processed within the next couple of days? Like how long does that normally take them to turn it around?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It can
[AGENT][NEUTRAL] 3 to 7 business days, but I'm sure it'll be sooner than later.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. You're very welcome. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][NEUTRAL] Mm bye-bye.