AccountId: 011433970860
ContactId: 8f304db5-393f-4cad-964a-0a34a0155616
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 595739 ms
Total Talk Time (AGENT): 268966 ms
Total Talk Time (CUSTOMER): 197921 ms
Interruptions: 6
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/8f304db5-393f-4cad-964a-0a34a0155616_20250325T13:17_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] Yes, I just had a general question about disability and claims when
[CUSTOMER][NEUTRAL] Do are are the disability claims, the benefits that you receive, are they taxable, you know, are, are they tax free and I don't know if I'm saying that correctly. Do you claim them at taxes or whatever, or is it, is it different with disability?
[AGENT][NEUTRAL] OK, so you're wanting to find out about if the disability benefits are taxable, is that correct?
[CUSTOMER][NEUTRAL] Uh, yes, uh, is it, yeah, I don't wanna end up with a, you know, own or with a 1099 or something like that, you know what I'm saying. Does that make sense? That, that.
[AGENT][NEUTRAL] Yes, yes sir, I understand the question. So yes, I can help you um with this. What I'll need to do first is to pull up your policy information and verify some things with you. So first off, um, who am I speaking with please?
[CUSTOMER][NEUTRAL] Yes, uh, [PII], [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and Mr. [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and your policy number please.
[CUSTOMER][NEUTRAL] 244456-6
[AGENT][NEUTRAL] 244-4566. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, well, let me look at it. I thought I.
[AGENT][NEUTRAL] OK. Uh, that, OK. Yes, sir, that's, that's correct. Yeah. Uh-huh. Yeah, so you're, that's correct. OK, Mr. [PII], so first off, I will need to verify, as I stated several things with you, and then any information provided would be a verification of benefits and not a guarantee of payment. So first off, if you'll please verify your date of birth for me.
[CUSTOMER][NEUTRAL] I'm sorry, yeah, yeah, that's it.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you, and then also your excuse me, your home mailing address.
[CUSTOMER][NEUTRAL] [PII] and email address [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you and then the phone number we have is the same as the one you gave me so again that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. All right. So give me just a couple of moments, Mr. [PII] to look up a few things, OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] Yeah, bear with me just a moment.
[AGENT][NEUTRAL] OK, so according to the information.
[AGENT][NEUTRAL] Well, bear with me. I'm, I still wanna just make sure that I'm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so this on disability would not.
[CUSTOMER][NEUTRAL] OK, what does that mean, but not.
[AGENT][NEUTRAL] There would not be any tax, there would not be any type of 1099 or any of that sent on disability benefits.
[CUSTOMER][NEUTRAL] Uh, OK, that's what I kind of figured, yeah, that's what I because on a continuous form it asked me do I want any federal tax with him and I say no, but I'm like, why is it asking me that, you know, on the paper.
[AGENT][NEUTRAL] Sure. But yes, so that's what I was looking up some information on um
[AGENT][NEUTRAL] On disability.
[AGENT][NEUTRAL] And it states that it is not on disability policies.
[AGENT][NEUTRAL] As far as 1099s.
[CUSTOMER][NEUTRAL] OK, well, OK, that's good to know. uh, my other question is, uh, I just want to check the status of my, it says pending any anything new on that?
[AGENT][NEUTRAL] Uh, let me look.
[CUSTOMER][NEUTRAL] Just wanna make sure everything's not nothing.
[AGENT][NEUTRAL] So I do see that we did receive.
[AGENT][NEUTRAL] Um, yes, I can see that there was some additional document or some information received on 3-19, and that is still in line for review. There has not, that has not yet been reviewed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Actually it's the same thing that I turned in before that's pending uh the a continuous form it just had a different uh title at the top so I just filled it out again and send it basically, uh, because I didn't know if it's it, you know, were they different papers or not, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, yes, because I can see on the one that was previously reviewed right before that, it just states benefits.
[AGENT][NEUTRAL] 8 after 4:15.
[AGENT][NEUTRAL] That was the one that was reviewed.
[CUSTOMER][NEUTRAL] OK, and so, so maybe, yeah, yeah, it's the same one.
[AGENT][NEUTRAL] The 17th.
[CUSTOMER][NEUTRAL] I see the reason I send in another one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's because I was confused because uh I sent in a continuous form, then I got a letter.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I think what my question is when do you, when should you turn in a continuous form after the event?
[AGENT][NEUTRAL] They overlap.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if it's going to be like your, are you referring to your monthly, your statement that you have to send in?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, like, like, yeah, yeah, you get a payment when, when, when should you have a continuous form filled out and sent back in? Is there a deadline in there a time frame?
[AGENT][NEUTRAL] Well, the benefits are typically paying about like the [PII] of the month, which is why that last one stated that, um, so as long as you know, you can send it in any.
[AGENT][NEUTRAL] Time and it would just go into essentially like this holding pattern.
[CUSTOMER][NEGATIVE] I'm sorry, you cutting out.
[CUSTOMER][POSITIVE] Oh, you can any time pretty much it's going.
[AGENT][NEUTRAL] You may send it in any time, yeah, you can, but it will just it will go into, I'm gonna call it um a holding pattern like this last one that said that benefits would be payable after 4.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, you cut off. I'm sorry.
[AGENT][NEUTRAL] 15, um, so you definitely wanna have, uh, uh, I'm I'm really not sure what's going on with this. My headset. I, I think it's my headset. I'm not sure, Mr. [PII], but I'm very sorry about that.
[CUSTOMER][NEUTRAL] Yeah, so, so that's what.
[CUSTOMER][NEUTRAL] No, you're OK. Yeah, I I understood what you, what you were saying. It just kind of goes into a holding status, really.
[AGENT][NEUTRAL] So anytime between, yeah, any time between the first, you know, you obviously wanna have it here to give us, you know, several days to, to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Process it. Um, but anytime is, is fine.
[CUSTOMER][NEUTRAL] Yeah, and I think that's why I got confused that because.
[AGENT][NEUTRAL] It's just
[CUSTOMER][NEUTRAL] Because I sent some in I sent it in and then I got some information in mail of the same form, so I sent those in too, uh, you know what I'm saying? I did. That's what that's what I did.
[AGENT][NEUTRAL] Right, because I can see like we paid.
[AGENT][NEUTRAL] Right, the most recent one that was paid, uh, that went direct deposit and that was processed.
[AGENT][NEUTRAL] Let's see that was processed on [PII], so you know your anything that would have been mailed would have gone out like the next day, the [PII], and in the meantime you uploaded that additional information on the [PII], so yes, there was an overlap in what you would receive in the mail from us versus, you know, what you uploaded directly into your portal so that's all that is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And that's what the, yeah, that's what that other one is that I uploaded says received because I did, I, I, I was for sure so I just redid them again, you know what I'm saying that's what that is.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, yeah, and that's OK. Uh no worries, that's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, OK, I appreciate it then. That was all that was all my questions you answered them thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you're welcome, Mr. [PII]. So again, if that is all I can help you with this morning, thank you again for calling APL and I hope that you have a very nice day.
[CUSTOMER][NEUTRAL] OK.