AccountId: 011433970860
ContactId: 93119513-66be-461e-b40c-e1df5a3e26e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217250 ms
Total Talk Time (AGENT): 74636 ms
Total Talk Time (CUSTOMER): 59380 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/2025/04/14/93119513-66be-461e-b40c-e1df5a3e26e9_20250414T20:27_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, yes, I had a quick question. So I'm filing my, uh, my taxes right now. I just realized that I never received a 1099 HC from, uh, from APL.
[AGENT][NEUTRAL] OK, um, I can help you with that. Do you have a policy number?
[CUSTOMER][NEUTRAL] Uh, let me see, uh, yes, policy 0257.
[CUSTOMER][NEUTRAL] 37
[CUSTOMER][NEUTRAL] 21
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And can I get your name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and uh the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, so it, it's for yourself?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK, let me see
[CUSTOMER][NEUTRAL] Yeah, I just need a subscriber number so that I can uh finish up my state taxes.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Well, this plan is a dental policy. Um, what are you needing on it?
[CUSTOMER][NEUTRAL] Sorry, what was that? Uh, it's a dental policy?
[AGENT][NEUTRAL] Yes, the policy number that you gave me, is there, do you have a different type of policy? Let me see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Was it for short-term disability?
[CUSTOMER][NEUTRAL] Uh, I think just overall the health coverage, it would, it should have been through Oxford, um, Oxford Global Resources.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, so the 1099, did you ever collect money from us?
[CUSTOMER][NEUTRAL] Uh, no, I did not.
[AGENT][NEUTRAL] OK, or are you thinking of a 1095?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, that probably is a 1095C.
[AGENT][NEUTRAL] Yeah, 1095C.
[CUSTOMER][NEUTRAL] I just need proof of uh proof of coverage.
[AGENT][NEUTRAL] OK, so the 1095c, let me see.
[AGENT][NEUTRAL] None of our plans are major medical policies, so there's not one to be issued. If you have major medical coverage through someone else, then you would want to get that from them, but, or your human resources. But we just offer like supplemental policies. You've got dental, short-term disability, uh, group accident and hospital indemnity. So these are all, none of these are considered major medicals, so there's no 1095 that would be produced.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, uh, I'll look into it. Thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye.