AccountId: 011433970860
ContactId: bb8e9c06-0c86-43f5-b971-33efe99dfc2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196830 ms
Total Talk Time (AGENT): 71422 ms
Total Talk Time (CUSTOMER): 86959 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/bb8e9c06-0c86-43f5-b971-33efe99dfc2b_20250124T15:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], it's [PII]. How are you doing today?
[AGENT][POSITIVE] I am good. How are you?
[CUSTOMER][POSITIVE] Happy, it's Friday for sure.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But I have a quick question for you. Um, I have an insured. He has sent us a contact us form and he was, and he's with a big group and he was wanting to set up on the OSC. Well, I, I explained to him his policy had term and so he wouldn't be able to, but he is one copy of his policies, but we don't send a copy of policies if they're term, correct?
[AGENT][NEUTRAL] Correct. You want me to check to see if he, maybe he's reapplied or something, or?
[CUSTOMER][NEUTRAL] And he was
[CUSTOMER][NEUTRAL] I don't know. He is claiming that he is still with this uh group. I told him initially that he would have to contact benefits of the card if he's still with the group, but he said that he is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's one of the policy numbers and I can pull it up and see what's going on.
[CUSTOMER][NEUTRAL] 251-754-9.
[AGENT][NEUTRAL] Um, oh.
[AGENT][NEUTRAL] Let me put notes on here. What was that number again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But he sounds like he's needing tax information and which I explained that's not something that we were saying.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] 1581.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] He's no longer with the group.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] He hadn't had any, he only had deductions for 2 weeks in August and that was it.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, he, he's gonna need to get with big.
[CUSTOMER][NEUTRAL] That's what I was explaining. So in
[CUSTOMER][NEUTRAL] And it almost sounds like he's needing something for taxes to show that he has insurance, and I'm looking at the guru, so that's something he would need to contact back as far as the certificate of coverage.
[AGENT][NEGATIVE] Uh, the 1095, yes, if you need the 1095. But they don't even.
[CUSTOMER][NEUTRAL] That he would just be contact me.
[AGENT][NEGATIVE] Yeah, they don't even ask for that on your taxes anymore.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] But we still get people calling in here needing it. It's weird.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And it's, it comes from the employer not from the the insurance company.
[AGENT][NEGATIVE] But these don't qualify for it though, but anyways.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] He might have something with, with them that does, but let's see what he enrolled in.
[CUSTOMER][NEUTRAL] So he's
[AGENT][NEUTRAL] When he was enrolled.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So he just needs to contact back.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][POSITIVE] Alright, I appreciate you.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Have a good one.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.