AccountId: 011433970860
ContactId: ce4622ff-e713-4aa8-ac74-29af61dfd94a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371470 ms
Total Talk Time (AGENT): 87197 ms
Total Talk Time (CUSTOMER): 117449 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/ce4622ff-e713-4aa8-ac74-29af61dfd94a_20250418T19:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII].
[AGENT][NEUTRAL] Hi, [PII]. How can I help you?
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yeah, can you hear me?
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Sorry, sorry, um, I, uh.
[CUSTOMER][NEUTRAL] my um accountant told me that I need uh a tax form that you guys sent, but I don't recall ever getting that because I moved.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Movie addresses and so I was wondering if you guys were able to send me that through email.
[AGENT][NEUTRAL] OK, what's your policy number or do you not have your policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, I think I, let me see here.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Mm, no, I don't.
[AGENT][NEUTRAL] Can you spell your last name?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] You're cutting out for some reason.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, spell your last name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, what's the phone number for you in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's um [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I'm trying to locate your policy number. What type of policy do you have with APL?
[CUSTOMER][NEUTRAL] It was um
[CUSTOMER][NEUTRAL] It was just medical?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is it a Metlink policy?
[CUSTOMER][NEUTRAL] Sorry, can you repeat that?
[AGENT][NEUTRAL] Is it a Metlink policy?
[CUSTOMER][NEUTRAL] I'm not sure what that is.
[AGENT][NEUTRAL] OK, what, what's your mailing address?
[CUSTOMER][NEUTRAL] Um, it was under [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] ZIP code [PII].
[AGENT][NEUTRAL] OK, and what's your email address?
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I've located the policy and what is your question?
[CUSTOMER][NEUTRAL] Um, if there was a tax form that was issued by you guys.
[AGENT][NEUTRAL] OK, I don't show any claims paid for you for 2024.
[CUSTOMER][NEUTRAL] Yeah, I didn't use anything.
[AGENT][NEUTRAL] Yeah, I don't think that you will need one if you didn't use it if you didn't use your benefits. Give me one second.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm only showing one policy for you. We don't send 1099s out for this policy.
[AGENT][NEUTRAL] Thinking maybe you had a disability policy, but I don't see one.
[CUSTOMER][NEUTRAL] Um, a disability policy.
[AGENT][NEUTRAL] You do not have a disability policy. Usually we'll send those out if if someone has a disability policy. Give me one moment.
[CUSTOMER][NEUTRAL] Yeah, I, I didn't have that.
[AGENT][NEUTRAL] Yeah, one moment.
[AGENT][NEUTRAL] Right, so you would not have received one from APL.
[CUSTOMER][NEUTRAL] Well, I didn't have any other insurance and the IRS is saying that I had an existing.
[CUSTOMER][NEUTRAL] Um, tax form issued and you guys were the only ones that I went through last year.
[CUSTOMER][NEUTRAL] I only paid one time, uh.
[AGENT][NEUTRAL] A tax form.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So are you, are they referring to a W-2 form or a 1099 form?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I don't think it's either, it's either of those.
[CUSTOMER][NEUTRAL] Cause those are, those are something that a W2 a W-2 is like an employee.
[AGENT][NEUTRAL] OK, let me.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And a 1099 is if you had earned income and I don't show any claims paid out for you, but let me get you over to an area that might be able to assist you, OK? Further. Hold on one moment.
[CUSTOMER][NEUTRAL] And [PII] is when you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Thank you for calling member services. All calls are recorded for quality assurance. Our hours of operation are Monday through Friday [PII] Central Standard Time. If you know your party's extension, please dial it now.
[CUSTOMER][NEUTRAL] For customer support, press 2 for agent support.