AccountId: 011433970860
ContactId: ae421870-0a72-4cbb-a456-8e46cdbda699
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222020 ms
Total Talk Time (AGENT): 112812 ms
Total Talk Time (CUSTOMER): 49263 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/ae421870-0a72-4cbb-a456-8e46cdbda699_20250117T16:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yeah, my name is just [PII], uh, I was trying to get my 1095A.
[AGENT][NEUTRAL] OK, um, those are usually sent out by the [PII]. So if you haven't received it, uh, give it a little bit more time, but we usually send those out by the end of the month.
[CUSTOMER][NEUTRAL] OK, I'm trying to check and see what I can you check and see, do I get one? I'm just trying to make sure.
[AGENT][NEUTRAL] Um, you mean if you're supposed to get one? Is that what you needed me to check on?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I see this number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Policy number, uh, OK, that's a 10249.
[CUSTOMER][NEUTRAL] 4922.
[AGENT][POSITIVE] OK, thank you so much. Give me just a second, let me pull this up here.
[AGENT][NEUTRAL] Can I get your first and last name please and date of birth?
[CUSTOMER][NEUTRAL] OK, my first name is [PII]. My last name is [PII].
[AGENT][NEUTRAL] Thank you. And then your date of birth please, [PII]?
[CUSTOMER][NEUTRAL] OK, the [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] Just to confirm, [PII], the email address we have on file is a [PII] address [PII]. Is that still good?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and you still reside at [PII]?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So a 1099 would be sent out if you received any sort of lump sum payment from APL. Did you receive any lump sum payments in the year of [PII]?
[CUSTOMER][NEUTRAL] Uh, not that I know of.
[AGENT][NEUTRAL] OK, so that's the only time that we would issue a 1099, um, is if we issued you a lump sum payment and those issues in that instance and the form would be issued to you by the [PII].
[CUSTOMER][NEUTRAL] Right, so.
[CUSTOMER][NEUTRAL] I don't get a 1099 from I mean a 1095 from y'all.
[AGENT][NEUTRAL] Correct, not if you do not receive any sort of lump sum payment, you would not be issued one.
[CUSTOMER][NEUTRAL] Oh, OK. All right. OK. OK. So,
[AGENT][NEUTRAL] Did you have any other?
[CUSTOMER][NEUTRAL] No, I'm trying to make sure do I get a 1095 from y'all, that's all.
[AGENT][NEUTRAL] The information that I have is that they're only sent when we do lump sum payments so if you, you know, didn't get one, then um you wouldn't be getting one from us for tax season so it's not necessary to go ahead and file your taxes.
[CUSTOMER][NEUTRAL] OK, alright, I was trying to see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Great. Anything else I can check on for you, [PII]?
[CUSTOMER][POSITIVE] Thank thank you.
[CUSTOMER][NEUTRAL] Uh, no, that was it.
[AGENT][POSITIVE] Alright well thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.