AccountId: 011433970860
ContactId: 73c67701-e823-4848-a6e1-05931bbca479
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 978780 ms
Total Talk Time (AGENT): 268583 ms
Total Talk Time (CUSTOMER): 320319 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/73c67701-e823-4848-a6e1-05931bbca479_20250129T15:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. Um, I went on short-term disability, um,
[CUSTOMER][NEUTRAL] I think in October or something like that I was on short term disability for about 3 months uh for maternity leave.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm trying to figure out what information I would need to be able to file that on my taxes because I don't wanna make a mistake on my taxes, but I really didn't get any correspondence via mail.
[CUSTOMER][NEUTRAL] Or anything, it was mostly me just calling throughout the process to get everything done, so I don't really know what what I'm supposed to do.
[AGENT][NEUTRAL] OK, so you're wanting to find out if there's something that you need for your tax purposes regarding your disability that you received?
[CUSTOMER][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And one moment.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] That don't remember.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You get a lot of.
[AGENT][NEUTRAL] OK, so first off, what I'll need to do is to pull up your policy information, verify several things with you for security, um, and then we can go from there. So who am I speaking with please?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] And Miss [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] 244-473-9
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] People that my test that you.
[AGENT][NEUTRAL] OK, and Miss [PII], any information that I do provide for you would be a verification of benefits and not a guarantee of payment. So first off, what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. The phone number we have for you, one of them is the same as the one you gave me, so that is your best contact number or one of them anyway.
[CUSTOMER][NEUTRAL] Yes. Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you and then we also have another phone number on file for you. What's another number we could have?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, no, ma'am, this one.
[CUSTOMER][NEUTRAL] Or a or a 980 something I can't remember that number. It was a tech now number. It wasn't even like a phone company but it was [PII] something.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you not have that number anymore?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right, so give me just a couple of moments to look for some information.
[CUSTOMER][NEGATIVE] You got the wrong call.
[CUSTOMER][NEUTRAL] I want to drive.
[CUSTOMER][NEUTRAL] I have the kids, so I need to.
[CUSTOMER][NEUTRAL] What is that.
[CUSTOMER][NEUTRAL] that.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] back here.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] And kind of was all you could do is just go home.
[AGENT][POSITIVE] Thank you while I'm under thank you for understanding while I'm looking through some things.
[CUSTOMER][POSITIVE] So you're good.
[CUSTOMER][POSITIVE] Thanks for telling me my husband's been a faithful doctor. Do you mind explaining why I need your business.
[CUSTOMER][NEUTRAL] And about nearby.
[CUSTOMER][NEUTRAL] Why did you go to the city at [PII] that night? Is that a crime? That's a question.
[CUSTOMER][NEUTRAL] I have 3 kids. My husband just all my own. I wasn't.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] From
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He's like
[AGENT][NEUTRAL] OK, so do you mind letting me place you on a brief hold to verify if you are going to be receiving anything from APL or not? Do you mind holding? Yes, ma'am. OK, perfect, thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] No, I don't know.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] God dang it.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] You know what, I'm not gonna.
[AGENT][NEGATIVE] You see this shit.
[AGENT][NEGATIVE] You know what, I don't give a fucking shit.
[AGENT][NEGATIVE] I'm not sitting here waiting on that crap.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. I have a really quick question. I'm not transferring this caller. I have a lady wanting to know, she said she was on disability for about 3 months this past year, and she's wanting to know about what for tax purposes.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We send everything to their job. If this is all these uh group. What's that policy number?
[AGENT][NEUTRAL] Uh, 244-473-9 [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh-huh. Everything goes to the job. Anything we do, any taxes would come from her information that they send on her W-2 form. We send third party sick pay report to the to the to the group every month and quarterly, so they wouldn't get nothing. She wouldn't get nothing from us.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK. All right, so just tell her to check with her employer because we provide that information.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, everything, yeah, we, we provide that information to the employer, yeah, what was paid, and I guess they whatever they supposed to do with it. I don't know, do they put it on a double two forms or what, but they don't, they wouldn't get no kind of tax information from us.
[AGENT][NEUTRAL] Because we have a guru card, [PII], which is what's prompted this call about who gets 1099s from APL.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, but if we, they talking about people like cancel policies, you know, like if you have a cancer policy and say we pay you that lump sum of $10,000 those are the people that get the 1009. I, uh, disability, uh, go ahead.
[AGENT][NEUTRAL] Cause this has
[AGENT][NEUTRAL] OK, it says why would APL issue a W-2? A W-2 is a tax document provided to an insured for tax reporting purposes of disability income received in the prior year.
[CUSTOMER][NEUTRAL] Uh huh. Well, I don't know anything about that. You might have to give us some above my head. How you did. I can just only tell you, I can just tell you on the group policy, on the group policies, these, uh, we have third party pay report that goes out monthly and quarterly to the group, and anything that was done, the group is reported to the group and they do whatever they're supposed to do for his taxes, putting it on the people W2s. They wouldn't get anything from us, uh huh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. I had put something. Mhm.
[AGENT][NEUTRAL] Oh wow, because that's not what [PII] just said either, [PII]. Somebody finally responded to my message in the chat.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, well, maybe, let me see [PII], maybe [PII] need to get with [PII] or somebody that cause you're saying that [PII] saying that the people that get disability done would get a W-2 from us. I that's what you're saying that they're saying?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] That's uh huh, by January and they would be sent out by [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think she talking about, well, for I know that would be like the cancer people, you know, people that get them lump sums like that, but let me see if [PII] but she can, uh, uh, and she'll be able to tell y'all what's going on. Yeah, she, so once you, I am [PII] or yeah cause she's look like she's busy and find out, but as far as I know, I know for a fact.
[CUSTOMER][NEUTRAL] Individual disability people do not get a W-2 from us. This is a group policy. Everything goes to the group that we process and do claims a third party sick pay report, so you can tell that lady that and then you can get with, you know, send [PII] something saying you come through.
[CUSTOMER][NEUTRAL] And you wanna know what what what individual that get taxes, I mean get disability throughout the year, do they get W-2 forms from us and she can answer that question and tell her what you got there or what somebody told you [PII] told you and see if that if that's the correct answer or not, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. Thank you, [PII]. I appreciate it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] You're welcome. All right. Bye-bye. Bye. Bye-bye.
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] Miss [PII], thank you so much for your patience while I'm looking into this. So would it be OK if one of our team um it may be me and maybe someone else to look into this to do a little research because I need to verify if this would be something that would come directly to you or since you are on your group's plan, if this is something that goes to your employer.
[AGENT][NEUTRAL] Um, regarding your disability payments.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And I'm just trying to get some clarification, but one of the members of the team that I need to speak with is not available at the moment. I was thinking that she might become available, but um, would that be OK for someone to call you back?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, now I'm not exactly sure, Miss. [PII]. I can't give you a specific time that we will call you, but it will be within the next 24 hours.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can also not tell you exactly what the phone number will be that's going to come up on your phone. I know that a lot of times we don't answer our calls when we see numbers that we don't recognize, um, but again it could be a variety it will not be the [PII] number though that you called me on today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. Well, is there anything else at the moment that I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, that's all. Thank you.
[AGENT][POSITIVE] OK, well, thank you so much for calling APL and I hope you have a very nice day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.