AccountId: 011433970860
ContactId: f6e46e11-076e-4cb8-bb85-be80a3429328
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343859 ms
Total Talk Time (AGENT): 78408 ms
Total Talk Time (CUSTOMER): 118305 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/f6e46e11-076e-4cb8-bb85-be80a3429328_20250414T17:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII], I am, um, doing my taxes and I need to get my, um, my, my tax form. Um, I'm on my AP the APL site, but I don't see anywhere where it tells you you can get, um, like a, I don't know if it's a 1099 or whatever it was for, um, my, my, uh.
[CUSTOMER][NEUTRAL] Claims that I had last year.
[AGENT][NEUTRAL] OK, I can help you um with your tax form. Can you please give me your name and your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] You need me to spell it?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][POSITIVE] OK, bless you. First name, [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] Oh, let's see um.
[CUSTOMER][NEUTRAL] Oh, policy contact info, let's see.
[CUSTOMER][NEUTRAL] I don't have a current policy anymore, but I guess um it says policy contact info. Let's see.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, do you want like the policy number was when I like when I got um.
[CUSTOMER][NEUTRAL] Like, OK, uh, the policy number was 226-6117, I believe that's the.
[AGENT][NEUTRAL] OK. Let me look that up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got you pulled up right here. And I'll need for you to please verify your policy for me. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number, and email address that we had on the policy for you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] That's [PII]. And um oh I'm sorry, what were the other questions?
[AGENT][NEUTRAL] Your email address and cell phone number?
[CUSTOMER][NEUTRAL] I, so my.
[CUSTOMER][NEUTRAL] Uh, my cell phone is [PII] and my email address is my [PII] and [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. I appreciate you verifying that information for me. All right, let me look real quick and you're needing a.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that are these considered 1099? OK.
[AGENT][NEUTRAL] I believe so let me look real quick.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's gonna be just a sec. I'm gonna put you on a quick hold so I can research this real quick and find out where to go to get it, OK? All right, thank you.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh gosh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 1095.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Central pension fund 36,000. I, you know what? Yes ma'am, my husband found it.
[AGENT][NEUTRAL] Hi there.
[AGENT][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, good. Oh, perfect. Awesome.
[CUSTOMER][POSITIVE] My sorry. OK, thank you. I appreciate it. OK, thank you. Have a great day. All right, bye-bye.
[AGENT][POSITIVE] OK. You're very welcome. You have a wonderful week, Ms. [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Bye bye. Thanks for calling APL.