AccountId: 011433970860
ContactId: 93ec480f-0ed7-4568-be82-3b9f8f2f3217
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 596719 ms
Total Talk Time (AGENT): 140236 ms
Total Talk Time (CUSTOMER): 86378 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/93ec480f-0ed7-4568-be82-3b9f8f2f3217_20250217T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII], and um I have an employee that received short term disability recently, and I received this form in the mail and I'm just wondering what am I supposed to do with it. It's uh tax information third party sick pay disability report.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, is it
[CUSTOMER][NEUTRAL] Is that just for my records or?
[AGENT][NEUTRAL] Yeah, was it for the group or just the employee?
[CUSTOMER][NEUTRAL] It's for well we have a group and she's on the group.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said it's a 3 I'm sorry, a third party.
[CUSTOMER][NEGATIVE] Sick pay disability report.
[AGENT][NEUTRAL] I believe it's probably [PII] just for your records, but do you have the group number? Let me double check.
[CUSTOMER][NEUTRAL] 256-669
[AGENT][POSITIVE] Thank you so much. Let me see here.
[AGENT][NEUTRAL] I reached out to claims [PII] just to double check. I'm just waiting for them to respond back here. I appreciate your patience.
[CUSTOMER][NEUTRAL] Because on the back of it it says if you have any questions concerning tax considerations consult your tax accountant or a lawyer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] And I do my payroll through QuickBooks and I called them and they had no idea what to do with it so.
[CUSTOMER][NEGATIVE] I'm thinking, do I have to pay because she never paid taxes on it.
[AGENT][NEUTRAL] Yeah, I've never heard.
[AGENT][NEUTRAL] Right. I'm just, I've never heard of it, so I need to check too, so let's see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] I'm sorry [PII], it's taking them a minute let me call over there and see if I can get somebody on the line. Do you mind holding for one moment?
[CUSTOMER][NEUTRAL] No, I can hold. Thank you.
[AGENT][POSITIVE] Thank, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] It's just spending.
[AGENT][POSITIVE] Yeah, thanks for your help.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you today?
[CUSTOMER][NEUTRAL] Fine, how are you?
[AGENT][NEUTRAL] I'm good. I just have a question. Maybe you can help me with hopefully. Do you know, um, for groups with disability products when they get the third party sick pay report, is that just something for like their knowledge or is that something that they need to like hold on to for taxes? Do you know?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it would be for the tax purposes.
[AGENT][NEUTRAL] OK, I just was.
[CUSTOMER][NEUTRAL] And for that reference
[AGENT][NEUTRAL] For their reference so they just need to hold on to it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, that's really was all my question. I couldn't get a response from my help, [PII], so thank you. I appreciate you.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Thank you for patiently waiting [PII] so I spoke to somebody over in my support team of claims and they did say that you should hold on um to the reports they are for tax purposes um so yeah they did say to hang on to them for your records.
[CUSTOMER][NEUTRAL] So I don't need to do anything other than hanging on to them.
[AGENT][NEUTRAL] Yeah she said just hang on to them um you're sent out I believe it's the 1095 form. I believe that's the right form um to actually do, you know, any sort of filing um but she did say it is for your records for tax purposes.
[CUSTOMER][NEUTRAL] OK. I don't know. I just, OK.
[CUSTOMER][POSITIVE] So I don't have to do anything with it. I don't have to pay taxes on it or anything.
[AGENT][NEUTRAL] She did not state that no but she did say that you guys should hold on to it. I did, I told her I said is it just for references or is it something they need to hold on to?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, alright, well I'll just hold on to it. All right, thank you.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a nice day.
[CUSTOMER][NEUTRAL] Yeah. You too. Bye-bye.