AccountId: 011433970860
ContactId: 99b88dd7-5a4d-4a90-ba83-709dda086642
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368850 ms
Total Talk Time (AGENT): 86526 ms
Total Talk Time (CUSTOMER): 108030 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/99b88dd7-5a4d-4a90-ba83-709dda086642_20250402T17:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII], and I am, I have a cancer policy with you guys.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And my biggest question is I received a 1099 or 1098 from APL.
[CUSTOMER][NEUTRAL] Because I filed a claim on my stroke benefit.
[CUSTOMER][NEUTRAL] I've never heard of an insurance company sending someone a 1099 for benefits received.
[CUSTOMER][NEUTRAL] When I pay premiums.
[AGENT][NEUTRAL] Mhm. What's your policy number?
[CUSTOMER][NEUTRAL] It is 02535396.
[AGENT][NEUTRAL] OK, and if I can get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me one moment to review your file, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] [PII], can you verify your date of birth and your mailing address for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's your email address?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It could be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's the one that we show on file.
[CUSTOMER][NEUTRAL] OK, that's my work one.
[AGENT][NEUTRAL] OK, let me just review your policy real quick, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said it's a 1099 form that you received?
[CUSTOMER][NEUTRAL] Uh, either a 1099 or 1098.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So what I am going to do, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I am going to, not gonna transfer you to anyone, but I'm gonna send an email, an urgent email um to the area that will handle this, and I will provide the phone number that you gave me and they'll give you a call back within 24 hours.
[CUSTOMER][NEUTRAL] OK, so what will a phone number?
[CUSTOMER][NEGATIVE] Look like because I don't answer every phone call. So many spams.
[AGENT][NEUTRAL] Uh, um, I totally understand. Um, it's gonna come from an [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] That's our toll free number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Let's see what I dialed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm it's not telling me here.
[CUSTOMER][NEUTRAL] Oh yeah, [PII]. OK, so um make you a contact.
[AGENT][NEUTRAL] Now that's that's APL's toll free number, uh huh that's APL's toll free number um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, this young lady is the head of a department, so if it comes from her direct line, it's gonna be an area code [PII], which is in [PII].
[CUSTOMER][NEUTRAL] OK, area code [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK doke.
[CUSTOMER][NEUTRAL] Alrighty well I'll wait for her or someone's call or email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. Uh-huh. Bye-bye.
[AGENT][POSITIVE] Any other questions, Ms. [PII]? Alrighty, thanks for calling ATL. Have a good day. OK, bye bye.
[CUSTOMER][NEUTRAL] No, ma'am. No.
[CUSTOMER][NEUTRAL] Uh-huh, bye bye.
[AGENT][NEUTRAL] Bye bye.