AccountId: 011433970860
ContactId: f964e8aa-1ea2-49bf-9da7-236fa63bd97c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 398160 ms
Total Talk Time (AGENT): 169351 ms
Total Talk Time (CUSTOMER): 179538 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/2025/02/13/f964e8aa-1ea2-49bf-9da7-236fa63bd97c_20250213T15:19_UTC.wav
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[CUSTOMER][NEUTRAL] You just search my information.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, on my work that, yes, hello, can you hear me?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] I'm very sorry. I can barely hear you.
[CUSTOMER][NEUTRAL] OK, one second. I work at a staffing company, um, last, um last year, and, um, I'm missing my 1095 and um, well, I've been trying to get my 1095 and well I just got told numbers.
[CUSTOMER][NEUTRAL] And Megaforce that I was with, they saying that they don't give out my 1095.
[AGENT][NEUTRAL] OK, so you're calling, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEGATIVE] Yeah, about my health, my marketplace, my plan that I had with dental and I was with a staffing company and my, when I do my I'm doing my taxes and it's asking for my 1095 and everything's leading back to y'all like uh.
[CUSTOMER][POSITIVE] I, I got mail and everything and they just telling me and I got a a plan with y'all.
[CUSTOMER][NEUTRAL] A dental plan or something with a staffing company. I can, is there any way you can help me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you're trying to find out about a 1095 form, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][NEUTRAL] OK. Yes, I will, I can, I can help you with the answers to your question on that. Um,
[AGENT][NEUTRAL] First off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, did you say [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you, and Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] This number right here [PII].
[AGENT][NEUTRAL] Did you
[AGENT][NEUTRAL] OK. Did you say [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thank you. And Mr. [PII], what was your policy number with APL?
[CUSTOMER][NEUTRAL] My policy number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, it, it's, it's got to be on that paper at my house now. Do I need my policy number?
[AGENT][NEUTRAL] Uh, I can look it up with your full social security number.
[CUSTOMER][NEUTRAL] Yeah, do that instead cause I'm not at home.
[AGENT][NEUTRAL] OK, what is your full social? Mhm.
[CUSTOMER][NEUTRAL] Um, my full social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right. Thank you. Give me a moment, Mr. [PII] please.
[CUSTOMER][NEUTRAL] That gate right there so that's thing.
[AGENT][NEUTRAL] OK, so Mr. [PII], I will need to verify several things with you first for security purposes. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your zip code?
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] What is your zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is different than the one you gave me. What is another phone number we could have?
[CUSTOMER][NEUTRAL] Can you update it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, this ends in a [PII] that we have on file.
[AGENT][NEUTRAL] What was that phone number, even though it may no longer exist, what was that number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um, what, what's it called again?
[AGENT][NEUTRAL] The last two digits were [PII].
[CUSTOMER][NEUTRAL] OK, 4 or 5. Let me check my other phone right here. It I believe um it might be, it might be this one.
[CUSTOMER][NEUTRAL] Cause I don't, I don't think so cause it might.
[CUSTOMER][NEUTRAL] I'm gonna check, hold on, cause it might be an old number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got another number [PII].
[AGENT][NEUTRAL] Mm, no, sir.
[CUSTOMER][NEUTRAL] [PII]. OK, that's not my, that phone number is off. I need to change it.
[AGENT][NEUTRAL] OK, I can't update that for you, but you could do that through uh benefits and a card. But what is your email address, Mr. [PII]?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Um, um, if you got a current email on file or?
[AGENT][NEUTRAL] Yes, sir. We have an email on file that I need for you to verify for me.
[CUSTOMER][NEUTRAL] OK, I'm gonna verify this 1 [PII].
[CUSTOMER][NEUTRAL] Is that one right?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Cause this, the one I just.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. All right, that's the one that we have on file. So thank you for verifying your information.
[CUSTOMER][NEUTRAL] Uh, but listen,
[CUSTOMER][NEUTRAL] It, it, can you send, can you, is there a way you can send my 1095 through my email, but
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, sir. And we do, yes, sir, but we do not send 1095 forms. APL is not a major medical carrier.
[CUSTOMER][NEUTRAL] Not that you know.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] So, we do not provide 1095 forms.
[CUSTOMER][NEUTRAL] So who am I gonna get my 1095 points from?
[AGENT][NEUTRAL] Again, for 1095, that is for dental, we would not provide one for dental.
[AGENT][NEUTRAL] Because we're not a major medical. This would be for major medical.
[CUSTOMER][NEUTRAL] So on, like when I do my taxes on Cash App, it's asking that, that it's saying that I purchased a, a marketplace uh through the tax year [PII].
[AGENT][NEUTRAL] Yes, sir, but that one.
[AGENT][NEUTRAL] But that would not have been, you did not have a medical policy with APL and even if you had, we do not offer major medical insurance. So therefore, we do not have 1095s to provide.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEGATIVE] I don't know why is it asking me that on Cash up just saying that I'm missing my tent like when I go to [PII], when I go to.
[AGENT][NEUTRAL] Yes, so I don't know. You may have to reach out to them regarding that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I'm not sure why it's asking you that, but we do not provide those.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, well, you're very welcome. And if you need to update your information, Mr. [PII], you would need to do that with benefits in a car because again, I'm not able to