AccountId: 011433970860
ContactId: 6d7c4786-dd32-4a11-9dc8-f92cad6481df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 620909 ms
Total Talk Time (AGENT): 239807 ms
Total Talk Time (CUSTOMER): 143334 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/6d7c4786-dd32-4a11-9dc8-f92cad6481df_20250130T21:52_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. Um, I was calling because I, uh, was receiving benefits from you all, um, for short term disability, um, and I'm getting ready to file my taxes, and I'm not sure if there's this tax form that I need to provide to my accountant, um, to make sure I'm not getting contacted by the people. Um, I don't want the IRS.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You don't want any trouble.
[AGENT][NEUTRAL] Right, OK. Well, yes, there is, um, let me, 1st may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, my phone number is [PII].
[AGENT][NEUTRAL] All right. And may I have your policy number?
[CUSTOMER][NEUTRAL] Oh gosh, that I don't know off the top of my head. I'm so sorry.
[AGENT][NEUTRAL] OK, it's OK. Um, hold on one moment.
[AGENT][NEUTRAL] And you said this was for disability, right?
[CUSTOMER][NEUTRAL] Correct. Would you give me just one moment, please?
[AGENT][POSITIVE] Oh, sure, take your time.
[CUSTOMER][POSITIVE] Sorry, thank you.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][POSITIVE] Hi, so sorry about that.
[AGENT][POSITIVE] Oh, you're totally fine. Um, I can look your policy up with your social if you don't mind.
[CUSTOMER][NEUTRAL] Of course. Uh, it's [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm just waiting for the policies to come up here.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And do you know, are you in a union or no?
[CUSTOMER][NEUTRAL] Uh, yes, I'm with APFA.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK, so the policy just populated and the answer I needed just populated. Hold on one moment.
[AGENT][NEUTRAL] All right, so I'm in your policy now. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII]. My email address is my last name so [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What was the last one?
[AGENT][NEUTRAL] Mailing mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alrighty, and thank you so much for verifying your information. And do you mind if I place you on just a brief hold, um, so I can see how to handle this. All right, hold on one moment. You're welcome.
[CUSTOMER][NEUTRAL] Yeah, of course.
[CUSTOMER][POSITIVE] Sure, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, what members of a non-union group, if you are really issues W29 if you are unable to confirm, OK, we already know that you are a disability.
[AGENT][NEUTRAL] Income is reported to the employer via a third party sick pay report. When an employee has been printed his ill for a long time. Wages his income is taxable. Taxable wages are reported.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] Members of union groups receiving this early payments.
[AGENT][NEUTRAL] Which is are reported as not.
[AGENT][NEUTRAL] Taxable
[AGENT][NEUTRAL] Income at the beginning of the year for tax reporting purposes, DI payments are reported in box 12 with a J indicator.
[AGENT][NEUTRAL] OK, so does that mean they already have it? A W-2 is issued by an employer to their employees to report their annual wages and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Why would APL issue a W2 if the groups in the union? OK. If members of the union groups receiving disability benefits, wages are reported as non-taxable income at the beginning of the year for tax reporting purposes, DI payments are reported in box 12 with a J indicator.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] So they're gonna receive a letter from us.
[AGENT][NEUTRAL] OK, hello [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] Hey, thank you so much for holding. So it goes on your, on your W-2 if you when you get it, um, box 12.
[AGENT][NEUTRAL] It's where those payments would go, but you're going to receive a letter, I believe we have until the [PII] to send it out, but you're going to receive a letter with the exact dollar amount that you receive, you know, your pay or that you were paid out for for this year.
[AGENT][NEUTRAL] And then you would just put it in box 12 or your your preparer.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] So it's not already populated in in that, right?
[AGENT][NEUTRAL] It depends because
[CUSTOMER][NEUTRAL] Because I already got my W-2. OK.
[AGENT][NEUTRAL] See if, see if you see on box 12 if there's anything there because we, we do send it to the employer, but you're definitely going to receive a letter with that dollar amount too.
[CUSTOMER][NEUTRAL] OK. Uh, I don't have, um, let me hang on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanna make sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Actually
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Appreciate the
[CUSTOMER][NEUTRAL] On.
[CUSTOMER][NEUTRAL] I've been
[CUSTOMER][NEUTRAL] Oh my God, trying to get onto this is like.
[CUSTOMER][POSITIVE] They're doing a whole lot
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I have it here box 12.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know how.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] It says, it says um disability payments are reported in box 12 with the J indicator.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, yeah, I don't have, yeah, I don't have any of that, um.
[CUSTOMER][NEUTRAL] Yeah, my W-2 doesn't show that, so.
[CUSTOMER][NEUTRAL] Um, would you happen to know if I can access that online that to to print that out?
[AGENT][NEUTRAL] Well, see, I don't, let me see how we even get that letter. It just sends out to all the disability, um.
[AGENT][NEUTRAL] Recipients. Let me see. You know what I'll do? Let me do this. I'm gonna send a message over to the claims department.
[AGENT][NEUTRAL] And because they're the ones who handle all this, and I'm gonna have them, um, well, two things. If you want, did you want me to have it like emailed to you or mailed, or would you prefer to have someone give you a call back and kind of go through it with you or I can put whatever in the request.
[CUSTOMER][NEUTRAL] Uh, email
[CUSTOMER][POSITIVE] Email would be fantastic.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And that's your first [PII]?
[CUSTOMER][NEUTRAL] Uh, my email? No, it's uh it's my last name [PII].
[AGENT][NEUTRAL] OK, so I will go ahead and send the request over to claims and I'll request for them to email you the copy of the letter um with the dollar amount that you receive for your disability benefits this year.
[CUSTOMER][POSITIVE] OK, awesome that'd be great thank you so much for your help. I appreciate you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, I think that's all.
[AGENT][POSITIVE] All right. Well, thanks so much for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] To you as well. Take care bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.