AccountId: 011433970860
ContactId: 38227ff4-f872-4b40-908d-ca7e93643559
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333100 ms
Total Talk Time (AGENT): 113971 ms
Total Talk Time (CUSTOMER): 126328 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/38227ff4-f872-4b40-908d-ca7e93643559_20250303T19:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and um I, I had a short-term disability. Um, I, I got money from my claim for maternity leave, and I wanted to know if the post-tax like plan, if I'm getting anything for my taxes, or like if I'm applying it to my income. I didn't receive anything and neither did my um employer.
[AGENT][NEUTRAL] OK, so you had filed a disability claim and you're wanting to see if there was any tax related to that, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'amya, I can help you with that. And what is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Um, it is, um, sorry, let me look at.
[AGENT][NEUTRAL] Oh, you're fine. Mhm.
[CUSTOMER][NEUTRAL] It is 244-3552.
[AGENT][POSITIVE] OK, thank you. So one moment please.
[AGENT][NEUTRAL] OK, so any informationala that I provide for you will be a verification of benefits and not a guarantee of payment. I will have to verify several things with you first. So first, for security purposes, so first off, if you please verify your date of birth.
[CUSTOMER][NEUTRAL] OK. It's um [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you and lastly your email address, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you. So if you'll give me just a couple of moments to look through some information on your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I do see where you had called in and spoken um with one of our examiners on [PII], and this information related to your taxes is provided directly to your employer.
[CUSTOMER][NEUTRAL] Yes, um, so I did speak with them and they said that it would be sent to my employer but they don't have anything, um.
[CUSTOMER][NEUTRAL] Let me see. Sorry, I'm like in
[AGENT][NEUTRAL] it goes via a report to them.
[CUSTOMER][NEUTRAL] So she, my HR person, she reached out and they said that there aren't any taxes associated with a voluntary post-tax disability plan.
[CUSTOMER][NEUTRAL] And they said that I don't need anything from APL, so I was just calling to confirm, is that what I paid into or was is that the money I received?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just one moment, let me look at some.
[AGENT][NEUTRAL] OK, so what is your question again? I'm sorry, I was reading a note.
[AGENT][NEUTRAL] To you.
[CUSTOMER][NEUTRAL] No, that's OK. So, um, I just wanted to know um if it was correct that the money that I received, um, it's not like I don't receive anything from you guys like.
[AGENT][NEUTRAL] No, ma'am. You would not.
[CUSTOMER][NEUTRAL] Um, OK, so I wouldn't, because I'm, I'm trying to do my taxes and I, I technically it's income, but then the email says there's not any taxes associated with it, so like I guess from the income I receive while on disability because it's a voluntary post tax, and I just wanted to make sure that is correct.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] That is correct. Yes, ma'am. That is correct.
[CUSTOMER][POSITIVE] OK. OK. All righty. Thank you.
[AGENT][POSITIVE] OK. Well, you're certainly very welcome. Is there anything else that I could help you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK. Well, thank you so much then for calling APO and congratulations as well.
[CUSTOMER][POSITIVE] Thank you. I appreciate that.
[AGENT][POSITIVE] Yes, I have. You're welcome. So thank you again for calling and I hope you have a very nice afternoon.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] You're welcome. Thank you.
[AGENT][NEUTRAL] Bye-bye.