AccountId: 011433970860
ContactId: cd39310f-1513-45be-8294-0ffae316d27d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277170 ms
Total Talk Time (AGENT): 75448 ms
Total Talk Time (CUSTOMER): 99660 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/cd39310f-1513-45be-8294-0ffae316d27d_20250207T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] and I got stuff from y'all this morning and I don't know what it is or says American public life, but I don't know what that was. I have no idea. Um.
[CUSTOMER][NEUTRAL] Anyway, they sent me a check for $25 and something, uh.
[AGENT][NEUTRAL] OK. Did you want me
[CUSTOMER][NEUTRAL] It's made up to me. I've got a.
[AGENT][NEUTRAL] Did you want me to check what the check was for?
[CUSTOMER][NEUTRAL] Well, I wanna know, cause I had.
[CUSTOMER][NEUTRAL] Something that I had to turn in with the income tax too, so uh.
[CUSTOMER][NEUTRAL] If I can find that. I tell you what.
[AGENT][NEUTRAL] Do you have your, OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah. Um.
[CUSTOMER][NEUTRAL] 00668782 and then I got a um.
[CUSTOMER][NEUTRAL] 1099
[CUSTOMER][NEUTRAL] And so I've sent that to the woman that's doing my income tax.
[CUSTOMER][NEUTRAL] But I don't know what this is for.
[AGENT][NEUTRAL] OK, [PII], thank you uh for the policy number. I just need to verify, please, your date of birth and address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm wondering, do you have by chance the uh check number there, [PII]?
[CUSTOMER][NEUTRAL] I have [PII] and it was for $26.65.
[AGENT][NEUTRAL] OK, let me try pulling that and see what I can find here.
[CUSTOMER][NEGATIVE] And my husband has passed away in December and I'm just going crazy over all this stuff and I don't know what to do with it, so that's why I'm calling you.
[AGENT][NEUTRAL] Uh, I'm sorry. OK, let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if this was a
[AGENT][NEUTRAL] It looks like it was a refund for the premium in January, so it was overpayment of 2665 and so that's what the check was for.
[CUSTOMER][NEUTRAL] OK, so who did I pay?
[AGENT][NEUTRAL] How much did you pay then?
[CUSTOMER][NEUTRAL] I said, who did I pay? because I've never heard of the ATL.
[AGENT][NEUTRAL] APL is who you have this um this policy. It's a cancer policy that was for you and for [PII]. Um, it's just just for you now.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] OK, now, no.
[CUSTOMER][NEUTRAL] OK, but I still have to file this with the income tax?
[AGENT][NEUTRAL] The check for the 2665.
[CUSTOMER][NEUTRAL] No, I see, I got a form 1099-R.
[CUSTOMER][NEUTRAL] And so do I follow that with my income tax because I just sent her a picture of it.
[AGENT][NEUTRAL] Yes, ma'am. So yeah, the 1099 would go to your tax professional, yes, and they would file it with your taxes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK. All right. I understand now. OK, thank you very much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a blessed day.
[CUSTOMER][NEUTRAL] You too, bye-bye.
[AGENT][NEUTRAL] Bye bye.