AccountId: 011433970860
ContactId: 98f5c1de-af1f-4c74-b8f3-8bfe2e8a9dd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 603429 ms
Total Talk Time (AGENT): 148569 ms
Total Talk Time (CUSTOMER): 87183 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/98f5c1de-af1f-4c74-b8f3-8bfe2e8a9dd6_20250121T15:48_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to figure out what I need from you guys to be able to file my taxes. I've got my W-2 for my job and I went on maternity leave for 3 months, so I need to make sure that I claim that income.
[AGENT][POSITIVE] OK, yeah, absolutely. That's a wonderful question. um, and let's see, do you, do you have your policy number handy?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 244-473-9.
[AGENT][NEUTRAL] All right and um let me get that pulled up. Do you mind if I snag a good callback number just in case we get disconnected please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you. I really appreciate that. And would you be able to verify for me, pretty please, your first name, your last name and your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] Thank you and I do just need to verify a couple other bits of information. Um, your mailing address if you can.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And let's see, uh, just the email on file and then um you're all verified on my side.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And perfect let me take a moment to look into this. Do you mind if I just put you on a brief hold?
[CUSTOMER][NEUTRAL] Uh, sure, yeah.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] I need to get to chat.
[AGENT][NEGATIVE] It's not what I want.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] He, um,
[AGENT][NEUTRAL] I typed in tax form I'm not sure what tax form it is.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] W2 form.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] I'm so sorry. I thought
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, are you still there with me?
[CUSTOMER][NEUTRAL] I am.
[AGENT][POSITIVE] Hey, I am really sorry it took me so long to find the answer to your question, but I really appreciate your patience. Um, so what I'm seeing is that our W-2 forms get mailed out on [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so I don't show that one's been even generated yet that I could like try to send out to you ahead of time, um, but they should be put in the mail on [PII] for you.
[CUSTOMER][NEUTRAL] OK, and um just another question. So with my address, I was looking on the website and it says, it says the right street address but it also says [PII].
[AGENT][NEUTRAL] OK, yeah, let me look at that.
[CUSTOMER][NEUTRAL] Which is my old address and I just, I just wanna make sure that's not that that's a part of my old address when I lived in an apartment, but this, this address is a house and it doesn't have a.
[AGENT][NEUTRAL] So the 152 is correct, so I just need to delete the [PII]?
[CUSTOMER][NEUTRAL] A unit or anything.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can absolutely update that for you. No worries. Thank you so much for bringing that to our attention.
[AGENT][NEUTRAL] Let me make sure it's saved in there.
[AGENT][POSITIVE] OK, perfect. I do see that saved um hold on one sec.
[AGENT][NEUTRAL] Sorry, I'm just going to exit out and go back in and make sure it really did save. Sometimes they get a little finicky and they don't wanna save correctly.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Did you have a great holiday weekend? Did you get a long weekend?
[CUSTOMER][NEUTRAL] Um, no, I didn't get a long weekend, but I did have a good.
[CUSTOMER][NEGATIVE] I didn't even get a little holiday weekend.
[AGENT][NEUTRAL] Good, I'm glad to hear that. Alright, I do see that that that address did update for you. Um, so it should be coming to [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII]. I'm so sorry if I'm reading that wrong. [PII].
[CUSTOMER][POSITIVE] OK, all right, that's perfect thank you.
[AGENT][POSITIVE] Hey, it's my pleasure. And then is there anything else I can do to help you today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Hey, my pleasure you have such a wonderful day and thank you for calling APL you take care.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye bye.