AccountId: 011433970860
ContactId: 1eed9e79-409f-43a8-845e-549cd9f68840
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 400200 ms
Total Talk Time (AGENT): 108573 ms
Total Talk Time (CUSTOMER): 161599 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/1eed9e79-409f-43a8-845e-549cd9f68840_20250212T16:46_UTC.wav
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[AGENT][POSITIVE] Good morning and thanks for calling ATL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, um, um, I needed some help, um, I, I do the adminis I do all the administration for the employer, well, I shouldn't say all most of the administration for the employer. I work at the broker's office.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I needed to help um there was um the disability payment for this group. I can give you the group number uh if you're ready.
[AGENT][NEUTRAL] Uh, what's your name? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah my name's uh [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], what's that policy number?
[CUSTOMER][NEUTRAL] Um, I don't have a policy number on the employee, but I got, oh, I'm sorry, yeah, 225151.
[AGENT][NEUTRAL] I mean a group number. I apo I apologize.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[AGENT][NEUTRAL] OK, and verify the group, uh, mail address and the group name, please.
[CUSTOMER][NEUTRAL] The group name is Innovative Solutions Inc.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hang on, I got.
[CUSTOMER][NEUTRAL] I'm sorry, I'm not getting my computer open.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm looking at a disability report that's the problem.
[CUSTOMER][NEUTRAL] So um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Shoot.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Hang on just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I think I might have to open my computer. OK.
[AGENT][NEUTRAL] 10.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Well, OK, so the address on the billing is probably [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], excuse me.
[AGENT][POSITIVE] OK. And um I apologize. How may I assist you again?
[CUSTOMER][NEUTRAL] OK, so I, I think I don't, I wasn't involved with filing the disability claim, but they didn't, I don't think the employer properly reported the the adminis the the administrative person at the, at the facility. I think they said the claim that it was pre-tax and they take out the premiums post-tax.
[AGENT][NEUTRAL] OK. Do you have that person, uh, that insurance policy number or their name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I have their name and their social security number is [PII].
[AGENT][NEUTRAL] And let me look under see.
[AGENT][NEUTRAL] [PII] so [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said um they have it as pre-tax, but it's post-tax.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Correct, so, so in other words, um.
[CUSTOMER][NEUTRAL] Uh, APL withheld federal income tax and FICA and Medicare and you know sent the notice to the employer to adjust their payroll reports, but this money should not have been withheld. It's a, it's a post-tax premium and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so I guess, I guess I owe the, the employee this money, I guess, I guess, I guess APL needs to, um.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Send this money to the employee.
[AGENT][NEUTRAL] OK, let me see who you may have to speak with. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I will have to send a request for a representative to give you a call back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh bless it. And that callback number is [PII]?
[CUSTOMER][NEUTRAL] Yeah, that'd be fine.
[AGENT][NEUTRAL] OK, I will send a request for uh someone in our claims department to give you a call back as soon as possible.
[CUSTOMER][POSITIVE] OK, that would be great.
[AGENT][NEUTRAL] OK. All right. And is there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] Oh, I see what you're saying.
[AGENT][POSITIVE] OK. Well, I thank you so much for calling.
[CUSTOMER][NEUTRAL] I, I, I'm assuming this is not an error. I don't think this is, this is probably an error on the employer sport part, but I just need to know what to do to get it fixed.
[AGENT][POSITIVE] I understand exactly.
[CUSTOMER][NEUTRAL] I don't, I, I'm not sure what happens. I'm sure that Cleans first can answer this question, but because I, I, I don't, we all alwayshold this money, but do y'all send that money to the employer?
[AGENT][NEUTRAL] That I am not exactly sure of. That's why I'm gonna send a request for someone can explain and give you a call back and see what needs to be done. I apologize for that. Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I understand. No problem. It's kind of a technical thing. I appreciate your point. OK, OK, thank you so much.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.