AccountId: 011433970860
ContactId: f9d4c710-86af-4109-a73b-d52d523a2af6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325420 ms
Total Talk Time (AGENT): 126930 ms
Total Talk Time (CUSTOMER): 97083 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/f9d4c710-86af-4109-a73b-d52d523a2af6_20250210T23:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yes [PII], I'm not sure if I'm calling the right place or or ask for the right section or not. I'm just trying to find out about a um.
[CUSTOMER][NEUTRAL] Tax form if I'm gonna be getting one so I can file my taxes.
[AGENT][POSITIVE] OK, um, I can definitely check into that for you. Do you happen to have your policy number by chance? And can I get your name and a callback number too, please?
[CUSTOMER][NEUTRAL] Uh my name is [PII], last name [PII] My phone number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me see if I can, I'm on the app. Let's see where I might get that from.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Where would I find that on the app?
[AGENT][NEUTRAL] Um, if you're looking at your, if you're on the online service center, you're registered at APL.
[AGENT][NEUTRAL] Should be a policy number showing close to your name.
[CUSTOMER][NEUTRAL] OK, there's a, there's a um.
[CUSTOMER][NEUTRAL] Uh group hospital indemnity.
[AGENT][NEUTRAL] That'll work. Let me see what that one is.
[CUSTOMER][NEUTRAL] 207
[CUSTOMER][NEUTRAL] 8806
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Because that's the only thing I
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And just to verify, can I get you to
[CUSTOMER][NEUTRAL] I was just gonna say that's the only, yeah, I'm sorry.
[AGENT][NEUTRAL] I'm, go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] All I'm saying is that's the only thing I filed for this last year was that.
[AGENT][NEUTRAL] OK, so you're
[AGENT][NEUTRAL] OK, so you're thinking you're supposed to get something um because you filed a claim with us for taxes?
[CUSTOMER][NEGATIVE] Well, I, I called and asked and they said yes you should be getting one but I haven't seen anything so I just wanna make sure before I continue with my taxes that I'm not supposed to be waiting on something.
[AGENT][NEUTRAL] I, I know you get one for disability, but I don't.
[AGENT][NEUTRAL] I'm not sure that you get one for hospital indemnity.
[AGENT][NEUTRAL] Um, I know we send out the forms for the disability, but we, I didn't think we sent out just for basic supplemental.
[CUSTOMER][NEUTRAL] Well, I haven't seen anything so that's why I'm wondering.
[AGENT][NEUTRAL] OK, let me see if I can get somebody in the claims department to help me with that question. I apologize, bear with me.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] That's OK, [PII]. I appreciate you so much.
[AGENT][NEUTRAL] I'm gonna see if I can find somebody without transferring you, but I've got to see who's still here, so give me just a moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I know, I know, I'm calling super late.
[AGENT][NEUTRAL] Oh no, it's fine. It's just I'm not sure who's available right now.
[AGENT][NEUTRAL] Is it OK if I put you on a brief hold, Ms. [PII], while I reach out verbally to make sure? OK.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][POSITIVE] No problem, no problem, I appreciate it.
[AGENT][NEUTRAL] No problem. Thank you on hold, please.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I did check with the claims representative and she confirmed that you will not be getting anything um we only send those out on disabilities because you do have to pay taxes when you get disability check, but.
[CUSTOMER][NEUTRAL] OK, I, I did get one for disability but it's with a different company, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that's the only time you'll probably get one is simply because those are, those type of products are not pre-tax, um, but your hospital indemnity, you're fine, you're good to go. And what I'm also gonna do is just put a notation of you calling today, um, just in case anything and that way anybody else can see you're not supposed to be getting anything from us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty I appreciate your help so much, [PII].
[AGENT][POSITIVE] No problem at all, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] No ma'am, uh, I'm just trying to get these taxes done and get them sent in.
[AGENT][POSITIVE] I understand completely. Well, you have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you so much. Bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.