AccountId: 011433970860
ContactId: c426d9c5-304a-49b4-8e1e-4853abedbcaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 469910 ms
Total Talk Time (AGENT): 206315 ms
Total Talk Time (CUSTOMER): 143535 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/c426d9c5-304a-49b4-8e1e-4853abedbcaf_20250318T14:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII], and I, um, have the, uh, I guess the short term disability insurance through APL and I use those benefits, um, back several months ago starting in July whenever I had hip surgery, and I was just wondering, I had them take out the um the taxes and such from the benefits that I was paid.
[AGENT][NEUTRAL] The moon.
[CUSTOMER][NEUTRAL] Am I supposed to have like a form, is it a 1099 form for income tax purposes?
[AGENT][NEUTRAL] OK. Um,
[AGENT][POSITIVE] Pacific, can you give me your policy number, please, and let's do a quick verification and then I will help you. I'll be glad to help you with that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes ma'am, the policy number is 02462298.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] We'll get your information pulled up and do a quick verification.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let's see, can we verify your date of birth and then your address please, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, my date of birth is [PII]. My uh the address is [PII].
[AGENT][NEUTRAL] And the zip code is [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Alright, and it looks like you're calling from calling from the number that we have on file [PII].
[CUSTOMER][NEUTRAL] That's me.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And the last thing, can you verify your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Wonderful. Everything looks good, up to date and current, yeah.
[AGENT][NEUTRAL] You're calling today to see if you need a form for using your benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes, um, because it was income and I'm trying to get all my stuff together for my income tax to file my taxes, and that was a source of income but I did not receive uh or I haven't seen one, and I was wondering, I think I'm probably supposed to have one because it was income.
[AGENT][NEUTRAL] OK. One moment, Ms. [PII] and I'm.
[AGENT][NEUTRAL] Going to check and see what.
[AGENT][NEUTRAL] Who I I think.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] All right, let me see it's up there.
[AGENT][NEUTRAL] I believe this is a benefits claims department issue, but I just want to check and see.
[AGENT][NEUTRAL] I can find somebody who can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Goodness.
[AGENT][NEUTRAL] Let's send it there.
[AGENT][NEUTRAL] I do have someone checking on this for us. I apologize for keeping you on hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well that's OK.
[CUSTOMER][NEUTRAL] I've been putting it off and I was like, well I guess I better get my stuff together and do that and then I got to thinking about it. I thought, well, you know, that was another source of income. I mean, I know and and you know they they deducted the taxes and everything from it.
[CUSTOMER][NEUTRAL] So I figured I guess it's a Form 1099 either that or WW2.
[AGENT][NEUTRAL] Um, I'm thinking 109. Now, are y'all part of a union or non-union?
[CUSTOMER][NEUTRAL] It's not a it's a nonunion.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Oh, it's just W2 takes.
[AGENT][NEUTRAL] 32.
[CUSTOMER][NEUTRAL] How's the weather where you are?
[AGENT][POSITIVE] perfect at the moment. We're in [PII] and it has been horrible, but it is perfect at the moment. What about yourself?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][MIXED] I'm in [PII] and it is beautiful clear skies, but windy as all get out and a little brisk.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] It's a little bit cool.
[AGENT][POSITIVE] Oh my goodness. I don't mind it being a little bit cool, just not, it's not too hot or too cold.
[CUSTOMER][POSITIVE] Right, I think it was supposed to, I was supposed to get up to like 79 today, so it ought to be nice in a little bit.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Um, yeah, that's nice that's nice. I will agree with you. OK, what it looks like I need to do is send is email our claims department, send a request to them to review this and have them get back with you and if you um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] His name.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Require W2 on this or 1099. I'm not sure, but it says W2. They will get back with you, Miss uh Miss [PII] and send that information to you.
[CUSTOMER][NEUTRAL] OK, OK, how, how long do you think it might be?
[AGENT][NEUTRAL] OK. So
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Goodness, it's hard for me to say for another department, but
[AGENT][POSITIVE] Hopefully within, I'd say.
[AGENT][NEUTRAL] 24, you know, 1 to 2 business days.
[AGENT][NEGATIVE] So, um uh hopefully not even longer than that. I, like I said, I hate to, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, put a time frame on somebody else in another department.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Yes, ma'am. OK, yes ma'am.
[AGENT][NEUTRAL] Since I don't know, you know, their schedule, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I will get this sent immediately and and I'll make a note in here that you did call requesting this information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh um I will give them your phone number and email address that we just verified.
[AGENT][NEUTRAL] And have them, uh, I'll just give me your phone number and have them give you a call back and I believe it'll be like a [PII] number or maybe a [PII] number if they call you back but um because our home office is out of um [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it could be a possibly a 4 or 5. OK, so let me get this to.
[CUSTOMER][NEUTRAL] Yes ma'am, OK.
[CUSTOMER][POSITIVE] Yes ma'am well thank you so much for your time.
[AGENT][POSITIVE] Yes, ma'am. Well, thank you for calling APF and we will get you taken care of just shortly as fast as we can.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Yes ma'am thank you.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][POSITIVE] Thank you. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too, ma'am.