AccountId: 011433970860
ContactId: 3c909402-a56e-4424-92db-ad662ab6b01c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348359 ms
Total Talk Time (AGENT): 140000 ms
Total Talk Time (CUSTOMER): 99393 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/3c909402-a56e-4424-92db-ad662ab6b01c_20250228T16:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I had a short term disability claim in process in [PII], and I'm filing my taxes, and I just wanted to know if I was going to receive anything to file my taxes with.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure, tax forms for that, yes, OK, um, we could take a look at that. You did say this was for short term disability?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] That's OK. It's [PII].
[AGENT][NEUTRAL] [PII], OK, and [PII], can I get a good call back number from you really quick in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, I don't.
[AGENT][NEUTRAL] Oh, that's OK. I could start choosing your social.
[CUSTOMER][NEUTRAL] OK. Um, it's [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, bear with me just a moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I did find you [PII], just gonna verify information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you.
[CUSTOMER][NEUTRAL] I'm sorry, the what?
[AGENT][NEUTRAL] The email address we've got on file for you, uh, looks like it's [PII].
[CUSTOMER][NEUTRAL] The email, oh, it's [PII], well, it's [PII] or it's [PII].
[AGENT][NEUTRAL] That's the one we've got. OK, thank you for verifying that information. OK, so typically with any.
[AGENT][NEUTRAL] If there were any uh tax documents being sent out that would have been sent.
[AGENT][NEUTRAL] January by the [PII]. So you've not received anything from us?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, [PII], if you don't mind, I'm gonna put you on a brief hold and reach out to our claims specialist just to get clarification on that.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Ferring.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][NEUTRAL] I'm doing OK yourself?
[AGENT][NEUTRAL] Doing all right thank you. I have a member on the line who's asking about she did say that she filed a disability claim last year and was wondering if she was needing anything if she was gonna be getting tax documents from us um I'm sorry, this whole thing is extremely confusing to me so I'm not quite sure.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking? How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good and you?
[AGENT][NEUTRAL] Doing all right thank you. I have a member on the line um who filed a disability claim last year and wanted to see if they would be receiving any sort of tax documentation for that um um this whole thing is extremely confusing to me. I apologize.
[CUSTOMER][NEUTRAL] OK, no problem, no problem. What's the policy number?
[AGENT][NEUTRAL] It is 02443552.
[CUSTOMER][NEUTRAL] 02443552.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] What's the member's name insured's name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, alright, and what's the callback number?
[AGENT][NEUTRAL] That is [PII].
[CUSTOMER][POSITIVE] Thank you and you already verified all information, right?
[AGENT][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] OK, well you can go ahead and send her over and I'm not sure if they have a Google document for um.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] You know they have one for 1099 forms, but it's, it explicitly states not BI payments so I'm.
[CUSTOMER][NEUTRAL] This tax documents.
[CUSTOMER][NEUTRAL] But not for disability? Mm.
[CUSTOMER][NEUTRAL] OK, got you. OK, and you verified everything, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, well you can go ahead and send that person over.
[AGENT][POSITIVE] All right, I appreciate your help. Thank you. Bye-bye. You too. Bye.
[CUSTOMER][POSITIVE] You're welcome. Have a great day, [PII]. Mhm.
[CUSTOMER][NEUTRAL] Bye.