AccountId: 011433970860
ContactId: 4410346a-7091-448f-bb5a-2658b2f5034f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 970669 ms
Total Talk Time (AGENT): 239127 ms
Total Talk Time (CUSTOMER): 148199 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/4410346a-7091-448f-bb5a-2658b2f5034f_20250203T19:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Good, uh, I'm calling on policy number 2444.
[CUSTOMER][NEUTRAL] 739.
[CUSTOMER][NEUTRAL] Should be for [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she's calling about um the 1099 um and looks like she was pre-tax so I know that she's probably on that third party sick pay report.
[CUSTOMER][NEUTRAL] Um, she's getting getting conflicting information. She said she's been told that the employer will provide that information, and then she was told that APL will send her the information in the mail. Do you know which, which it is?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is it a group policy?
[AGENT][NEUTRAL] Yeah, from my understanding, it would be the employer that provides the 1099.
[CUSTOMER][POSITIVE] Group, OK, that's cool.
[CUSTOMER][NEUTRAL] That's what I thought.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I wonder why they're telling her that.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] That I don't.
[AGENT][NEUTRAL] He's out. Um, did you want me to speak with her? But yeah, the, the tax documents will come from the group from the employer.
[CUSTOMER][NEUTRAL] Yeah, that's what um.
[CUSTOMER][NEUTRAL] She has been told and that's what I thought as well um if I transfer you to her she's probably gonna want to speak with the supervisor.
[CUSTOMER][NEUTRAL] Um, because she said that I said did you just speak with your employer today and she said yes, so you know.
[CUSTOMER][NEUTRAL] I didn't, I wanted to, to get her in the right area.
[CUSTOMER][NEUTRAL] I mean, I'm looking at the Google article and it says employer but her only I'm transferring it only because the employer is referring her back to APL.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, yeah, send her over. I'll see um.
[AGENT][POSITIVE] Oh, I can get online. Delicias away. OK, yeah, I'll figure it out. You can send her over.
[CUSTOMER][POSITIVE] OK. OK. Thank you so much, [PII]. Here she comes.
[AGENT][POSITIVE] No problem. OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi [PII], you there? I was just calling to see if, if anybody over there could see a copy of the 1099 form that I'm supposed to be receiving. So I've talked to you guys in my job like a couple of times in the last week and nobody can kind of seem to figure out what what's going on or what, what, how I'm supposed to get that information to be able to file my taxes.
[AGENT][NEUTRAL] Understood. Sure. And uh [PII] did brief me on the question that you had. We don't have a copy of your tax information. I won't be able to see it. From what um
[AGENT][NEUTRAL] My understanding, and I, I want to confirm, but I believe that that information regarding the amounts would be included on the W-2 itself, um.
[AGENT][NEUTRAL] Cause I recall a while back with questions about this. I just want to confirm.
[AGENT][NEUTRAL] That have you received your, go ahead.
[CUSTOMER][NEUTRAL] Um, well, it's, it's, it's, it's not on my deck too.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEGATIVE] And my job said that they that would only happen if if they were actually paying out and they don't pay out because you guys are a third party it would be coming from you guys and then [PII] said that she has confirmed that I'm supposed to be getting a 1099 but it won't be sent to me. It'll be sent to my job. My job is saying that.
[CUSTOMER][NEUTRAL] That's never happened before.
[CUSTOMER][NEGATIVE] I, I don't, I don't know at this point. I just wanna file my check, but it's literally 3 months' worth to pay. It's not even.
[AGENT][NEUTRAL] I understood.
[AGENT][NEUTRAL] Yeah, I absolutely understand. And um let me, bear with me a moment. I want to
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] Uh, reach out to a manager.
[AGENT][NEUTRAL] For confirmation because I'm, I'm pretty certain that's the case where
[AGENT][NEUTRAL] The employer sends out that information but I don't wanna go back and forth and and give you conflicted information. So if you don't mind, I know you were just on hold but just a moment while I um just inquire about that.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] It's busy here.
[AGENT][NEUTRAL] To go to lunch probably. Yup.
[AGENT][NEUTRAL] Oh, like that. What about [PII]?
[AGENT][NEUTRAL] Who else does this ability to to share here?
[AGENT][NEUTRAL] Hey [PII], how are you?
[AGENT][NEUTRAL] I'm good thank you. I have a question. Um, for the disability claims when we pay benefits, do we send out 1099s or is that something that the employer sends or do you even know?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, and that was my understanding too, um.
[AGENT][NEUTRAL] Yeah, I was thinking the same thing. I just wanted to see if I was right on that, but the insured, she's getting back and forth. The employer is telling her that she, they've never heard of that and they won't send anything. OK. I just wanted to, that policy is 244473-9.
[AGENT][NEGATIVE] She's been calling it a bit and now she's like, look, you guys are giving me a run around and I just wanna file my tax.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] She's at lunch.
[AGENT][NEUTRAL] OK, no, that's OK. I just.
[AGENT][POSITIVE] Yeah, exactly. And she's been calling, so I think everybody's the same way like, uh, yeah, I think so. All right. Well, thank you, [PII]. I'll try to uh wait until [PII] gets back. I appreciate you. All right. Bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] So,
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I am still working on that just want to check in with you if you want me to call you back or if you don't mind holding a bit longer.
[CUSTOMER][NEUTRAL] Yeah, no, I'll hold.
[AGENT][NEUTRAL] OK, thanks one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh, I don't know.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yeah checking in again uh managers are in a meeting. I'm trying to get somebody to answer this question for me, um, but right now.
[CUSTOMER][NEUTRAL] Uh, you're fine. You can call me back.
[AGENT][NEUTRAL] OK, let me get your callback number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, as soon as I get an answer for that, I will give you a call back, OK? Sorry about that.
[CUSTOMER][POSITIVE] Alright thank you mhm.
[AGENT][POSITIVE] Alright thank you bye bye.