AccountId: 011433970860
ContactId: cbfa2630-ee09-4882-a040-11f5f6c43867
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302140 ms
Total Talk Time (AGENT): 98626 ms
Total Talk Time (CUSTOMER): 128664 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/cbfa2630-ee09-4882-a040-11f5f6c43867_20250414T12:41_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is, uh, [PII]. I'm, uh, uh, on my, sorry, I'm, I'm lost for words. Uh, I, I do not think that I got my 1095A form in the mail.
[CUSTOMER][NEGATIVE] To file my taxes with, I was wondering if that could possibly be emailed to me. I'm a truck driver. I'm not gonna be home for like 2 weeks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And there
[AGENT][NEUTRAL] [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Mm, would that be on my card, the.
[AGENT][NEUTRAL] Uh-huh. Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, 02300422.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII], verify your date of birth, mailing address and email address for me.
[CUSTOMER][NEUTRAL] Yeah, [PII], uh, my mailing address is [PII], and, um, what was the other one? Sorry.
[AGENT][NEUTRAL] Sorry about that, [PII]. I have to sneeze this this morning. Your email address.
[CUSTOMER][NEUTRAL] 00, my email address, um, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, now I have a different email address. It's a [PII] address, so do I need to update it to [PII] address?
[CUSTOMER][NEUTRAL] Uh, it, uh, not [PII], is it [PII]?
[CUSTOMER][NEUTRAL] What what address do you have?
[AGENT][NEUTRAL] I thought
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, no, yeah, that is my old address.
[AGENT][NEUTRAL] OK, give me your new one again and I can update it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, it is [PII].
[CUSTOMER][NEUTRAL] Uh, in [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] And then the uh zip code is [PII].
[AGENT][NEUTRAL] Uh, [PII], is that KNOB?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for that. We can get that updated and you're needing a 1099?
[CUSTOMER][NEUTRAL] Uh, a 1095, I believe, uh.
[AGENT][NEUTRAL] Oh, a 1095.
[CUSTOMER][NEUTRAL] Yeah, non, uh, what, what the heck is it a bit like claim or um proof of insurance, whatever it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh. OK. Give me one moment.
[AGENT][NEUTRAL] Uh, do you have major medical coverage or no?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Is this the only policy that you have is the HI the hospital indemnity plan?
[CUSTOMER][NEUTRAL] I think so.
[AGENT][NEUTRAL] OK, because the 10985 tax form is gonna come from your HR area.
[AGENT][NEUTRAL] Depart department.
[AGENT][NEUTRAL] We do not issue these.
[AGENT][NEUTRAL] So that's gonna be you.
[CUSTOMER][NEUTRAL] It's not a it's not a form or.
[AGENT][NEUTRAL] It's a, it's a 1095 tax form, is that what you said?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, so these are not issued by American Public Life, you'll need to reach out to your employer for that form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have their phone number?
[CUSTOMER][NEUTRAL] Yeah, I do. I OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I guess I'll give them a call.
[AGENT][NEUTRAL] OK. Anything else I can help?
[CUSTOMER][NEUTRAL] Um, so,
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Well, I'm, I'm just curious so like I, uh, I'm technically like a private contractor with my company. I'm not considered an employee like I work for, OK, but I'd still get it from them though.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Yeah, the policy that you have is through a group even though you're an independent trucker, uh, it's still considered a group plan, so for that reason you'll reach out to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, UTBA.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All [PII]. Anything else I can assist with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] Alright [PII], thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you.