AccountId: 011433970860
ContactId: 2f5fac14-e0db-4d02-8a47-5c899fea68ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232380 ms
Total Talk Time (AGENT): 169657 ms
Total Talk Time (CUSTOMER): 80261 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/2f5fac14-e0db-4d02-8a47-5c899fea68ae_20250129T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. I have a really quick question. I'm not transferring this caller.
[AGENT][NEUTRAL] Hey
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a lady wanting to know she said she was on disability for about 3 months this past year, and she's wanting to know about what for tax purposes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We send everything to their job. If this is all these our group what's that policy number?
[CUSTOMER][NEUTRAL] 244-473-9 [PII].
[AGENT][NEGATIVE] Uh-huh. Everything goes to the job. Anything we do, any taxes would come from her information that they send her W2. We send third party sick pay reports to the, to the, to the group every month and quarterly, so they wouldn't get nothing. She wouldn't get nothing from us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh, OK, alright, so just tell her to check with her employer because we provide that information.
[AGENT][NEUTRAL] Yeah, everything, yeah, we, we provide that information to the employer, yeah, what was paid, and I guess they whatever they supposed to do with it, I don't know, do they put it on a double two forms or what, but we, they don't, they wouldn't get no kind of tax information from us.
[CUSTOMER][NEUTRAL] Because we have a guru called [PII], which is what's prompted this call.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] About who gets 1099s from APL.
[AGENT][NEUTRAL] Yeah, but they talking about people like cancel policy, you know, like if you have a cancer policy and say we pay you that lump sum of $10,000 those are the people that get the 1009. I, uh, disability, uh, go ahead.
[CUSTOMER][NEUTRAL] Because this says
[CUSTOMER][NEUTRAL] OK, it says why would APL issue a W-2? A W-2 is a tax document provided to an insured for tax reporting purposes of disability income received in the prior year.
[AGENT][NEUTRAL] Uh huh. Well, I don't know anything about that. You might have to give us some above my head. How you did. I can just only tell you, I can just tell you on the group policy, on the group policies, these, uh, we have third party pay report that goes out monthly and quarterly to the group, and anything that was done, the group is reported to the group and they do whatever they're supposed to do for its taxes, putting it on the people of W-2s. They wouldn't get anything from us, uh huh.
[CUSTOMER][NEUTRAL] She.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. I had put something. Mhm.
[CUSTOMER][NEUTRAL] Oh wow. Cause that's not what [PII] just said either, [PII]. Somebody finally responded to my message in the chat.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK, well, maybe, let me see [PII], maybe [PII] needs to get with [PII] or somebody that, because you're saying that [PII] saying that the people that get disability done would get a W-2 from us. I that's what you're saying that they're saying?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] That's uh huh by January and they would be sent out by [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I think she talking about, well, for I know that would be like the cancer people, you know, people that get them lump sums like that, but let me see if [PII] but she can, uh, uh, and she'll be able to tell y'all what's going on. Yeah, she, so once you, I am [PII] or yeah, cause she's look like she's busy and found out, but as far as I know, I know for a fact.
[AGENT][NEUTRAL] Individual disability people do not get a W-2 from us. This is a group policy. Everything goes to the group that we process and do claims a third party sick pay report, so you can tell that lady that, and then you can get with, you know, send [PII] something saying you confused.
[AGENT][NEUTRAL] And you wanna know what what what individual that get taxes, I mean, get disability throughout the year, do they get W-2 forms from us? And she can answer that question and tell her what you got there or what somebody told you, [PII] told you and see if that is that's the correct answer or not, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you, [PII]. I appreciate it.
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] You're welcome. All right. Bye-bye. Bye bye.
[CUSTOMER][POSITIVE] All right. Thank you.