AccountId: 011433970860
ContactId: 024e0158-9b36-424d-af0e-1027e519c4fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 664250 ms
Total Talk Time (AGENT): 312705 ms
Total Talk Time (CUSTOMER): 246497 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/024e0158-9b36-424d-af0e-1027e519c4fd_20250408T19:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon thank you for calling APL.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Hi, this is [PII] in the care team. Can you hear me?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, I am calling because I've got Miss, uh, [PII] on the phone and she's the, um, contact for the group and the group number is [PII], and she was calling because she needs a copy of the group contract.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] When she says contract, is she talking about the application or she wants the group?
[CUSTOMER][NEGATIVE] She wants a group contract to see who pays what for disability. She said she spoke to somebody in customer service earlier today, but she didn't get the name and I don't see I can't see the notes.
[AGENT][NEUTRAL] Certificate.
[AGENT][NEUTRAL] [PII] called to see about a sick report to add to the insured with policy for taxes in case.
[CUSTOMER][NEUTRAL] That was a few years ago.
[AGENT][NEUTRAL] Yeah, I'm looking at renewal.
[CUSTOMER][NEUTRAL] I did that one, yeah, a while back ago.
[AGENT][NEUTRAL] And she said she talked to customer service?
[CUSTOMER][NEUTRAL] Yeah, she just can't remember the name of the person she talked to so that she could get a copy of the.
[CUSTOMER][NEUTRAL] Short term disability policy contract is what she's asking for.
[AGENT][NEUTRAL] I don't even know what the heck that is. I guess I'm fixing to find out.
[AGENT][NEUTRAL] What's her callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her callback number is
[AGENT][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yeah, you had cut out.
[CUSTOMER][NEUTRAL] My phone.
[CUSTOMER][NEUTRAL] Yeah it's the same number that she's calling from the [PII].
[AGENT][POSITIVE] OK, send her to me you're cutting out. I got her thank you.
[CUSTOMER][POSITIVE] OK thank you bye [PII].
[AGENT][NEUTRAL] Good afternoon, Miss [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing just fine. How are you?
[AGENT][POSITIVE] I'm doing well, thanks for asking. The representative that transferred you stated that you were contacting us today about Gulf Coast Paola Nursing and rehab.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, that's what the um.
[CUSTOMER][NEUTRAL] The account though is under um Paola, I believe it's Paola.
[CUSTOMER][NEUTRAL] Hold on
[CUSTOMER][NEUTRAL] I quit looking it up cause
[AGENT][NEUTRAL] It's group number 14941. Is that correct, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. I've got it pulled up. She stated that you were calling because you wanted to get a copy of the short-term disability contract.
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] Yes, uh, what I, what I need as part of that contract is.
[CUSTOMER][NEUTRAL] The portion of the taxes.
[CUSTOMER][NEUTRAL] That the facility uh pays.
[CUSTOMER][NEUTRAL] And the portion of the taxes that the uh insured.
[CUSTOMER][NEUTRAL] Will pay.
[AGENT][NEUTRAL] Portions of taxes.
[AGENT][NEUTRAL] And you need the portion that the employer pays too, correct?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] I do believe that's probably gonna be.
[AGENT][NEUTRAL] W-9, but I'm not sure. Um, I do apologize for the confusion, Miss [PII]. I'm gonna have to get with my supervisor and see how we can get that to you. Is it possible to contact you before the end of the business day and just let you know how we're gonna, you know, once I locate who can provide that and how we're gonna get it to you, um.
[AGENT][NEUTRAL] Today, as far as what you're needing, I do show that we have your email, your work email on file if that's something you would like for us to email or fax, we can definitely do that but I just wanna make sure I get with the right person and we get the right information to you so I'm just gonna have to call you back and let you know either way what's what is that OK, Miss [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] By the end of the day you said?
[AGENT][POSITIVE] Yes ma'am, and it'll probably be here in the next few minutes because I'm literally fixing to try to get with my supervisor and see how we can proceed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, that'll be fine.
[AGENT][NEUTRAL] OK, and what's your email, Ms. [PII], just to make sure what we have on file is up to date.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is what we have on file. I just wanted to re-verify she did provide me with your phone number. I just wanna make sure I have it correctly. That's [PII]. Is that correct, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Alright, well my name is [PII] and I'm in the customer service department and again I'm gonna look into the details of this and contact you back before the end of the business day regarding this matter. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] No, but I really need this in a rush. The lady's going crazy because she hasn't filed her income tax, and she doesn't have the paperwork, paperwork that she needs. She's calling me like every 5 minutes.
[AGENT][NEUTRAL] Is it a is it a specific individual?
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] OK, so she filed this ability and she needs her W-9 from us is what she's needing, is that what you're saying? Because she, she's needing to know what she paid in.
[CUSTOMER][NEUTRAL] No, this is what uh they told me they needed uh where is it?
[AGENT][NEUTRAL] Because normally when an employee has any type of bill disability that's paid out for the calendar year, our claims department does send out what we call a W-9 that gives them a detailed description of what what was paid out as far as what we paid out and I'm assuming it should have the tax information on it um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So if that's a specific individual, then I know how to get that for you and I can get that for you through our claims department.
[CUSTOMER][NEUTRAL] It is a specific individual, [PII], uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me pull it up.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Yeah, she had several claims submitted yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And since she indicated that she's needing this information from tax purposes, is why I'm more than positive, she's wanting that form for our claims department, and then that's who would be able to provide her specific details for her policy, because what you're asking is in a group and whole, and that's not what she needs to be reporting on her income taxes if she's needing that information for her personal income taxes because she's handled individually.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, well, let's see.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Excuse me interrupting. I thought you took a breath and I thought you were done.
[AGENT][NEUTRAL] No, ma'am. I was just saying that if, if she's needing it individually, that's gonna be different than what you're indicating because what you're needing is the group and whole and she doesn't need to be reporting those numbers for her individual income taxes.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Well, this is what I was sent. I was sent by
[CUSTOMER][NEUTRAL] Uh, the payroll department that they need, it is your agreement with your STD provider that describes who is responsible for the employee.
[CUSTOMER][NEUTRAL] And employer taxes as well as filing the W-2.
[CUSTOMER][NEUTRAL] And it says your insurance company should have the one page document that provides this information.
[CUSTOMER][NEUTRAL] And, and maybe she didn't ask for a W9 but maybe that's what she's asking for. I don't know. I've never had anyone ask me, uh.
[CUSTOMER][NEUTRAL] Ask me uh to pro to provide something like this normally I give them what they, what y'all send us.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's added to their taxes, and they accept the payroll the the piece of paper, but this one is not accepting it she wants an agreement. I mean she wants a copy of the agreement that shows who's responsible for the uh employee.
[CUSTOMER][NEUTRAL] I mean the employer tax and who's responsible for the employee taxes.
[AGENT][NEUTRAL] OK, let me, I'm gonna still relay that information to my supervisor and let's see what we can come up with and let her know that it's something.
[AGENT][NEUTRAL] Specifically that someone's asking for, um, but I do know and I'm just gonna check with our claims department and see if we sent her what she needed um.
[AGENT][NEUTRAL] As far as when they do file taxes, we do send out documentation to them that includes that. So I'm, I'm gonna check on that too. So I will get right back to you as far as Ms. [PII]'s concerned and I, and I wrote down what you said that who's responsible for the employer taxes and then the employee taxes and what was the last part you said it was something showing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And and the W2 which has nothing to do with you. It was part of the sentence, so I kept it.
[AGENT][NEUTRAL] OK, then uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] All right. Well, I will check on that for you.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] No problem at all, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] No, uh, not right now, thank you.
[AGENT][POSITIVE] Thank you for calling APO Meven. You have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.