AccountId: 011433970860
ContactId: 27361824-0058-4224-8b79-376a4f52088e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77209 ms
Total Talk Time (AGENT): 52060 ms
Total Talk Time (CUSTOMER): 28479 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/27361824-0058-4224-8b79-376a4f52088e_20250206T16:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. How are you doing? I missed your call this morning.
[AGENT][NEUTRAL] Yeah, thank you. Uh, um, uh, I'm [PII] and I'm in the claims department and you had called in reference to your, uh, W-2 form that you received.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Yeah, so am I getting taxed on that or is that just the um.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Well, it's just showing you what you got the 28,900 and if you look on the box 12, it says non-taxable fixed pay income that's what we sent you showing what was paid out to you now you would get with your whoever do your taxes or whoever and get tax advice from them, but that is what we have to send out showing what we paid to you on this disability, uh, claim that you had submitted, uh huh.
[CUSTOMER][NEUTRAL] Just showing the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so yeah, so, so, so I did read that then it's non-taxable. I just wanna confirm that with you guys. So it is, OK, so it's just, this is oh no what you guys paid out, OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah. All right.
[AGENT][POSITIVE] Yeah, anything else I can help you with today?
[CUSTOMER][POSITIVE] I think that's it and I appreciate your time. Thank you very much for calling back. OK.
[AGENT][POSITIVE] You, you're welcome. You have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too thank you bye.