AccountId: 011433970860
ContactId: 68914106-8b63-4503-8bdf-9d2a6a5b5473
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 586419 ms
Total Talk Time (AGENT): 189754 ms
Total Talk Time (CUSTOMER): 116681 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/68914106-8b63-4503-8bdf-9d2a6a5b5473_20250328T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I'm not sure I'm calling the right department. This is [PII]. I'm, I'm in [PII]. I take care of the, uh, short term disability and cancer policy for our company.
[CUSTOMER][NEUTRAL] And I have an employee.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Who was on short term disability. She received uh the form that's called.
[CUSTOMER][NEUTRAL] Well, I received it, but I gave her a copy of the important tax information.
[CUSTOMER][NEUTRAL] And she's saying that.
[CUSTOMER][NEGATIVE] This is not H&R Block is not accepting this as.
[CUSTOMER][NEUTRAL] As proof that she received this money.
[CUSTOMER][NEUTRAL] Under short term disability and that she paid the taxes on it.
[CUSTOMER][NEUTRAL] What else is there?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. Um,
[AGENT][NEUTRAL] Uh, can you, OK, let me first, let's get your callback number just in case the call gets dropped. I'll be able to call you right back.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And can you spell your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK and then what is the group number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 14941.
[AGENT][NEUTRAL] OK, let me look up your group real quick.
[AGENT][NEUTRAL] OK. Ms. [PII], can you please verify your address for your group?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold on, we just moved [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate you doing that for me, Miss [PII]. OK, and so the insured, her name is also [PII].
[CUSTOMER][NEUTRAL] [PII], yes, last name [PII].
[AGENT][NEUTRAL] [PII]. And do you have her policy number?
[CUSTOMER][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] All I have is the form that was sent showing that.
[CUSTOMER][NEUTRAL] How much money she received, what she paid in taxes.
[CUSTOMER][NEUTRAL] Uh, if ICA, I don't yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A policy number for.
[AGENT][NEUTRAL] Alright, let me um see if I can find her.
[CUSTOMER][NEUTRAL] I have her social if that would.
[AGENT][NEUTRAL] I do.
[AGENT][POSITIVE] Uh, I think I have her right here. I've got it pulled up under your group number.
[AGENT][NEUTRAL] OK. Give me just a moment to review the notes real quick to see what was sent.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Can be just a second.
[AGENT][NEUTRAL] Alright, I'm
[AGENT][NEUTRAL] I look and that's a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm gonna pull, see if I can pull it up.
[AGENT][NEUTRAL] Um, our copy of it so that I can look and review that. I'm just letting you know what I'm doing because it's just taking a moment for the computer to.
[AGENT][NEUTRAL] Get itself together.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so the form that was sent is a form that she needed to give to.
[AGENT][NEUTRAL] The tax preparer and she did not accept the form, is that correct?
[CUSTOMER][NEGATIVE] Yes, the tax preparer did not.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] And do you know the name of the form because I'm unable to pull up the form itself that we sent out to her.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Up at the top it says important tax information year to date third party sick pay disability report.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's a W-2 form.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This is the W.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm still searching because there's a lot of instructions on this so I wanna make sure that I get the right step, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] OK, so we send a third party sick pay report.
[AGENT][NEUTRAL] And the employers use this to update their employees W-2s.
[AGENT][NEUTRAL] Um, unless the insured is with a union group.
[AGENT][NEUTRAL] Then we don't, OK, then we don't send it, um.
[CUSTOMER][NEUTRAL] She's not
[AGENT][NEUTRAL] If the insurer does not have any annual wages and is permanently disabled and collecting benefits from APL, so we don't send the third party sick report.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] We send that to the employer and then the employer has to put it on the W-2 for the insured unless they're with the union or they're permanently disabled. Is she permanently disabled? OK.
[CUSTOMER][NEUTRAL] No, she's not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] the time.
[AGENT][NEUTRAL] So that is um
[CUSTOMER][NEUTRAL] So this one needs to be added to the W-2.
[AGENT][NEUTRAL] Yes, um, and it needs to be done through the employer because she doesn't meet the union group criteria or permanently disabled criteria.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK. Is there anything else that I can help you with, Ms. [PII], before we go?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, that's, that's it.
[AGENT][POSITIVE] OK. All right. Well, you have a wonderful weekend, Miss [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.