AccountId: 011433970860
ContactId: 206299e6-7570-4160-b41f-7d8d3e14bb92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209490 ms
Total Talk Time (AGENT): 49720 ms
Total Talk Time (CUSTOMER): 34692 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/206299e6-7570-4160-b41f-7d8d3e14bb92_20250115T19:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I wanted to find out. I received uh money for a hospital stay.
[CUSTOMER][NEUTRAL] Um, in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What my question is, is, am I going to be receiving any tax in like a W-2 or anything like that to file?
[AGENT][NEUTRAL] Oh, for the claim payment?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, let me double check on that. Give me just a second.
[CUSTOMER][NEUTRAL] I just wanna make sure that I don't file it before I get those things if I need to expect them.
[AGENT][NEUTRAL] Right. I don't think they send anything out like that, but let me just double check. Do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] No ma'am, I appreciate your help so much.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 99.
[AGENT][NEUTRAL] Never mind.
[AGENT][NEUTRAL] Alright, thank you so much for your patience and waiting. So it looks like um if you were issued um a payment it looks like we do issue a form called the 1099 um APL issues these forms that looks like by [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I just wanted to make sure that to be looking for it so I don't start my taxes without them.
[AGENT][POSITIVE] Yeah. Yeah, no, absolutely, absolutely. Did you have anything else I can help with?
[CUSTOMER][POSITIVE] No ma'am, that's all I needed but I appreciate your help very much.
[AGENT][POSITIVE] My pleasure. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.