AccountId: 011433970860
ContactId: bdbc0e6f-c197-4878-89ad-12b3a9139ec3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178490 ms
Total Talk Time (AGENT): 41922 ms
Total Talk Time (CUSTOMER): 62025 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/bdbc0e6f-c197-4878-89ad-12b3a9139ec3_20250414T20:10_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, do you guys, um, send out 1095 forms because I didn't receive one.
[AGENT][NEUTRAL] Um, let me see. I don't think we do. Let me double check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, is it for yourself?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, one second.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Let me find it.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] All right. Mhm. Let's see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have a group number.
[AGENT][NEUTRAL] OK, or um do you have, I can look up by your last name or social.
[CUSTOMER][NEUTRAL] [PII] is my last name, [PII]
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] OK, for the type of policy you have, um, this is not major medical coverage, so we don't issue these. You need to contact your major medical carrier or your HR department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got, I, I got, I got them. I was just, I got it. I was just thinking just in case, um, and let me ask you this, um, um, you probably won't know, but before I signed up with you guys for the first three months of [PII] I had another supplemental insurance, so it would probably be the same thing, right? They probably don't provide the 1095 either.
[AGENT][NEUTRAL] Correct, yeah, it's, it's only major medical insurance that provides 1095s. Um, so if it was supplemental, they wouldn't provide a 1095.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] Alright, well, I appreciate it. Thanks, but now I, I won't waste my time calling them. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day. Bye.
[CUSTOMER][NEUTRAL] Bye now.
[CUSTOMER][NEUTRAL] OK, you too.