AccountId: 011433970860
ContactId: b1fb84b2-6f6d-4942-832f-44303331e503
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 816859 ms
Total Talk Time (AGENT): 150885 ms
Total Talk Time (CUSTOMER): 144645 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=-2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/b1fb84b2-6f6d-4942-832f-44303331e503_20250305T20:48_UTC.wav
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[AGENT][NEUTRAL] Afternoon thank you for calling APL this is how may I assist you?
[CUSTOMER][POSITIVE] Good afternoon. This is [PII]. My husband and I have several policies policies through APL through his work, and we received um wellness benefits.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] For [PII], should I be getting some sort of 1099 or something to um file taxes on this?
[AGENT][NEUTRAL] Um, was it just for wellness?
[CUSTOMER][NEUTRAL] Yeah, it was wellness benefits, but it was to the sum of like $400 for all of the um payouts.
[CUSTOMER][NEUTRAL] And I thought um that I usually got some sort of tax document because unfortunately I have to claim it on our taxes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it really depends. Um, I can check the policy and see exactly how much it was for that year because even if you got, um, maybe a bulk amount because you submitted more than one for that year, um, like if you submitted last year and the year before altogether and that's why you got a higher amount, it doesn't mean that it's all gonna be for that same year, but I can check um what.
[CUSTOMER][NEUTRAL] No, this is all in [PII], um, I mean there were, yeah, there's, I mean, I'm trying to.
[AGENT][NEUTRAL] OK. What's the policy number?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] But like I said, it, it's all in [PII]. There were 4 $50 payments and 2 $100 payments for uh wellness benefit claims.
[AGENT][NEUTRAL] Let me have the policy and then let me look at the history.
[CUSTOMER][NEUTRAL] OK, let's see, I know there's a policy number on this page somewhere. OK, so again we have multiple policies, so can you find it under one or do I have to give them all to you? OK, uh, OK, um, the group accident policy is 236-7846.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, one.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And Miss [PII] for security, may I have your date of birth and mailing address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK. So it was um payment for basically each claim, each policy, so it's different, OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] That's not just in one,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah it looks like let's see um 2 for uh yeah the group accident 2 for the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Critical illness and 2 for the cancer.
[AGENT][NEUTRAL] Let me go ahead and get some more information about this. Um, we don't really get calls for 1099 when it's less than a certain amount. And since this is gonna be based off each policy, it's not like you got that amount for one single policy. It's like.
[AGENT][NEUTRAL] More amounts for each one of them.
[CUSTOMER][NEUTRAL] Right, I get it.
[AGENT][NEUTRAL] Let me just go ahead and information on this and see um what we can do OK? if you don't mind holding for me.
[CUSTOMER][POSITIVE] No, not at all, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[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][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. OK, so I went ahead and spoke to the customer service department, and they were letting me know that on the 1099 is usually just send whenever it's like a disability because it's basically a a big payment, um, but we don't do.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I'm sorry, you're breaking up on me a little bit. You're breaking up on me a little bit. Say that again.
[AGENT][NEUTRAL] OK. Um, I called customer service and they were letting me know that they don't do 1099s unless it's like for a disability.
[CUSTOMER][NEUTRAL] OK interesting because that's where I've received them in the past.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean I'm assuming this needs to be filed on my taxes.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Not if it's um a small amount like that. Um, if you get like a big amount like for a cancer policy and you have like chemotherapy or something like that, and we have to send you like a big amount, like $10,000 or something like that, then yes, you will get a $1099. But for a small amount like these that are like $50 each, we don't send a $1099 for this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well I certainly appreciate your assistance.
[AGENT][NEUTRAL] You're welcome, Miss [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you very much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you same to you bye.
[AGENT][POSITIVE] Thank you. Bye-bye.