AccountId: 011433970860
ContactId: 393b49e6-eb00-48e2-94ad-00c9e93fa3f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95580 ms
Total Talk Time (AGENT): 71285 ms
Total Talk Time (CUSTOMER): 31385 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/393b49e6-eb00-48e2-94ad-00c9e93fa3f4_20250604T18:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APA or you're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the City of [PII]. How are you?
[AGENT][NEUTRAL] All right. Thank you, Ms. [PII] for calling me back. Let me pull up the information. The reason I was calling because we received a new disability claim form, uh, from you, uh-huh. So that was corrected by your office, is that correct?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] It was corrected by me, actually. I read the paperwork wrong, so yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, that's all right. And also let me verify since we're gonna be able to pay her for at least one day of disability on the paperwork it said pre-tax, post-tax, you chose pre-tax, so this group does have taxes taken out of their benefits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, actually, no, she doesn't want any taxes taken out.
[AGENT][NEUTRAL] Well, she, she don't make the decision, the group, so whatever the group is, if you say that it's supposed to be post tax with we do post tax. So this group is post tax.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So is um post tax means that is after taxes have been taken?
[AGENT][NEUTRAL] Uh uh. Pre-tax means I'm gonna take the taxes from a benefit. Post-tax means that the group do not want benefits, I mean premium.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm sorry, so it's post tax. If I said pretax that was incorrect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's all right. um uh correctly and put in notes that you said this group is post-tax and you mark pre-tax and error, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes.
[AGENT][POSITIVE] All right. Thank you, Miss [PII]. You have a wonderful day. You too. Bye-bye.
[CUSTOMER][POSITIVE] All right. Thank you. Have a great day.
[CUSTOMER][NEUTRAL] All right, bye-bye.