AccountId: 011433970860
ContactId: 1517f3a8-e892-489a-8f0c-391811d170dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 847419 ms
Total Talk Time (AGENT): 141016 ms
Total Talk Time (CUSTOMER): 137085 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/1517f3a8-e892-489a-8f0c-391811d170dc_20250203T13:03_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, I have been calling all week trying to get some information on how I'm supposed to file my taxes with my disability payments that I've gotten. I received 3.
[CUSTOMER][NEGATIVE] Different disability payments from you guys. I was told to contact my employer. I contacted them. They said no, you guys have the check, so you guys should be giving me, giving me something to put on my taxes.
[CUSTOMER][NEUTRAL] I called again. The lady said that she would figure it out because she didn't know and that she would give me a call back. That was like 3 days ago. I'm trying to figure out what I need to do.
[AGENT][NEUTRAL] OK, what information are you needing?
[CUSTOMER][NEGATIVE] And you know how I'm supposed to file with the 3 payments that I received from you guys on my taxes.
[CUSTOMER][NEUTRAL] Like how much was the claim that file.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me get your name and the policy number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the policy number is.
[CUSTOMER][NEUTRAL] What is it 2444.
[CUSTOMER][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, get back to the homepage.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, log me out.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Log in.
[CUSTOMER][NEUTRAL] OK, so policy number is 2444739.
[AGENT][NEUTRAL] What's a good phone number for you, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you let me take a look.
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I would give you $1000 for such a hat.
[CUSTOMER][NEUTRAL] Oh, I give you $100,000.
[AGENT][POSITIVE] Alright, so you will receive a 1099 form and um you should be receiving it shortly.
[AGENT][NEUTRAL] Because they have to be issued by the end of January we're now in February.
[AGENT][NEUTRAL] Were your dis your disability premium premiums pre-taxed? I mean your benefit was it it was?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like they took test well, from what I understand, they took test that each one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] From what I could see online.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEGATIVE] Just a few more minutes system is a little slow.
[CUSTOMER][NEUTRAL] Be fine.
[CUSTOMER][NEUTRAL] So do you have access to the form? Like can you see the 1099?
[AGENT][NEUTRAL] Give me one second, that's, yeah, that's what I'm looking at trying to look at.
[CUSTOMER][NEUTRAL] Is that possible?
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] So you're fine.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Can you help me?
[CUSTOMER][POSITIVE] I'll do my best.
[AGENT][NEUTRAL] OK, I have an insured on the phone. It's a disability policy and they're calling about, uh, as to when they're gonna receive the, the, the third party, um, and I know that, you know, we have up until the end of last month to get it out to them and I'm in Ona and I'm looking at the guru card, but it doesn't.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't see that under retrieval.
[AGENT][NEUTRAL] Um, the third party sick pay.
[AGENT][NEUTRAL] For this group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, do you have a policy number?
[AGENT][NEUTRAL] Uh huh it's 244.
[AGENT][NEUTRAL] 473 9.
[CUSTOMER][NEUTRAL] OK, so let's see.
[CUSTOMER][NEUTRAL] OK, so yes, she took out the information.
[AGENT][NEUTRAL] Yeah, the pre-tax you mean?
[CUSTOMER][POSITIVE] With the fit, yeah.
[AGENT][NEUTRAL] OK and so um but is it gonna be sent directly to her from APL or does it go to the group?
[CUSTOMER][NEUTRAL] It goes to the group.
[AGENT][POSITIVE] So she needs to reach out to the group OK got it OK all right very good. OK, thank you.
[CUSTOMER][NEUTRAL] Right, yes, yes.
[CUSTOMER][POSITIVE] You're welcome. Bye.
[AGENT][NEUTRAL] Uh-huh, bye-bye.
[AGENT][NEUTRAL] [PII], OK, thank you so much for holding. So because this is a group policy, the report it's sent to your employer group.
[AGENT][NEUTRAL] So reach out to them and see if they've received it from APL.
[CUSTOMER][NEGATIVE] You, you said my job is supposed to receive it?
[AGENT][NEUTRAL] Yeah, because this is a group policy. It's not individual so it goes to your, your employer to the group.
[AGENT][NEUTRAL] What's your what's the name of your employer?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, home run market and I called our financial lady and she said.
[CUSTOMER][NEUTRAL] She said it wasn't, she said it doesn't come to them. She said they don't have anything to do with.
[AGENT][NEUTRAL] It does.
[AGENT][NEUTRAL] Yeah it does because it's a group plan it's a it's a report of um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] People who had taken out disability or was out on disability for year [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, because it's a group policy we send it to the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, thank you.
[AGENT][POSITIVE] OK. All [PII]. Anything else I can help out with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alrighty thank you for calling APL have a good day.