AccountId: 011433970860
ContactId: 98e1823f-7e6d-4653-8fe9-a3b317911cfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 749760 ms
Total Talk Time (AGENT): 134864 ms
Total Talk Time (CUSTOMER): 113139 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/98e1823f-7e6d-4653-8fe9-a3b317911cfd_20250213T14:05_UTC.wav
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[CUSTOMER][POSITIVE] Thank you
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII], and I have a policy through y'all through my job.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The first time I called, um.
[CUSTOMER][NEGATIVE] In January, they said that my boss would have gave me the paper. I talked to my boss, and they don't do that, but she was correct and I called y'all back and y'all said y'all were sending me the paper for my W-2. I still do not have any paper from y'all.
[AGENT][NEUTRAL] OK, so from what you said, so you're on short-term disability and you were receiving payments and you just need the document that shows the amount paid for your taxes?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yes, I got to turn that in. Yes ma'am, if that's the one that has to be turned in, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, um, well, I'm definitely sorry that you have not received the letter. I'll be more than happy to look into it for you. May I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Um, my phone number is [PII].
[CUSTOMER][NEUTRAL] I do not know my policy number right offhand.
[AGENT][NEUTRAL] OK, I can look your policy up with your social if you like.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So I'm just waiting for everything to come up here.
[CUSTOMER][NEUTRAL] Oh my, um, when it's taken out of my, on my pay stub every two weeks, I thought it said pre-tax. What's the difference between pre-tax?
[AGENT][NEUTRAL] That means that that's the whatever the amount is, is taken out before your taxes are taken out of your check.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Because I still have to turn this in on my W-2 correct?
[AGENT][NEUTRAL] Well, I'm getting ready to pull up the policy so I can see what type it is and if it's, there's several things I gotta look at, but I'm gonna, I'm pulling it up now. Um, it just pulled up your accident and your other policies. I'm looking for disability.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Let it be [PII].
[CUSTOMER][NEUTRAL] My address is [PII]. My date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And do you mind if I place you on just a brief hold while I take a look at your policy?
[CUSTOMER][POSITIVE] Yes ma'am, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, now what call to proceed.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. I was speaking to the claims examiner that you've been speaking with um for your claim, [PII], and so,
[AGENT][NEUTRAL] She, I'm gonna get her on the other line so she can explain more in detail how the W-2s work and the disability um forms or disability um policies, but before I transfer you over to her, I just wanted to touch base with you and let you know what I was doing. And was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, ma'am, thank you though.
[AGENT][NEUTRAL] You're very welcome. Well, hold on one moment while I get [PII]. um, she's the examiner that has been helping you with the um W-2s and she'll be giving you an update, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome and thanks for calling APL. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] I don't understand it myself.
[AGENT][NEUTRAL] So I need to learn.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. Um, hold on one second, I'm gonna merge her in with you, OK?
[CUSTOMER][POSITIVE] OK great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] And how do you say her name? Oh, there we go, yes ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, good morning, Ms. [PII]. How are you?