AccountId: 011433970860
ContactId: d4eb30ea-2868-4f29-a15e-ae846c1b4f75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391200 ms
Total Talk Time (AGENT): 145610 ms
Total Talk Time (CUSTOMER): 188593 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/d4eb30ea-2868-4f29-a15e-ae846c1b4f75_20250110T18:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] with Southeast Insurance Group. How are you?
[AGENT][POSITIVE] I'm good, [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing well. We are, uh, my kids and I are at home because it is a snow day over here. So we are getting some snow in the southeast.
[AGENT][NEUTRAL] Well, we got it yesterday.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So, we are thawing out. In fact, um, we are just above freezing by 20 degrees, so hopefully it'll all be melted by tonight.
[CUSTOMER][POSITIVE] I know well we're supposed to get it. It's kind of just like icy mix right now but it was really pretty this morning and then I think it's supposed to, you know, puff up a little bit more this afternoon so we built a snowman that is the first time we built an actual real life like as tall as my eight year old snowman and so um it's been real fun. It's been a fun day.
[AGENT][POSITIVE] Well, good, good. What, what can I do for you?
[CUSTOMER][NEUTRAL] Hey, I was gonna see if you could, I was gonna see if you could help me answer a question. I've got a group and I've got their group ID number and everything, um, who in [PII] they had the short term disability policy and it was voluntary for the employees and I have one lady who used hers.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She had a cancer diagnosis. Does APL send out W-2s for like the short term disability benefit or it might not be called a W-2, you know, do y'all send out tax documentation when it's a voluntary disability product?
[AGENT][NEUTRAL] It depends on whether they pre-tax it or had it after tax.
[CUSTOMER][POSITIVE] Believe it's post tax. Thank you.
[AGENT][NEUTRAL] Um, if it's post tax, there really wouldn't be a need to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because they've already paid the taxes on it.
[CUSTOMER][NEUTRAL] That's true.
[CUSTOMER][NEUTRAL] True.
[CUSTOMER][NEUTRAL] Now, you, you, uh, I'm not gonna say can't, but you shouldn't pre-tax disability benefits, right?
[CUSTOMER][NEGATIVE] An employer shouldn't do, it's not very beneficial.
[AGENT][NEUTRAL] It's not beneficial and it creates some frustration for the employees, but some employers do put it on a section 125 as a pre-taxed item.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Now that raises a good question. If it's not pre-tax, does it need to go on a section 125? Or is it section 125 only for pre-taxable items? I thought it was like, hey, we got all these benefits and we offer them.
[AGENT][NEUTRAL] So I would
[AGENT][NEUTRAL] Usually you'll only see it if they do pre-tax it.
[AGENT][NEUTRAL] You know, if they've got other stuff, yeah, um.
[CUSTOMER][NEUTRAL] 000, I see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Otherwise there'd be no reason because it's gonna show up on their paycheck stub as an after-tax item they're gonna.
[AGENT][NEUTRAL] Have to pay taxes on it, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, I would start and see first off if they have a section 125.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Now I know we do have a report that we run.
[AGENT][NEUTRAL] For disability. What group is this for?
[CUSTOMER][NEUTRAL] Advanced metalworks.
[AGENT][NEUTRAL] Do you have the group number?
[CUSTOMER][NEUTRAL] I do 25538.
[AGENT][NEUTRAL] I don't see any disability on here.
[AGENT][NEUTRAL] Oh, there's one.
[CUSTOMER][NEUTRAL] No, well, they terminated for [PII], they terminated for [PII], but they had it in [PII].
[AGENT][NEUTRAL] OK, well, there's one person that still has it.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] [PII], he has it for [PII], you mean?
[AGENT][NEUTRAL] Well, he's still on the billing. Uh, it looks like we didn't get the December premium for him to close it out.
[CUSTOMER][NEUTRAL] 000, OK, that's fine then, yeah.
[CUSTOMER][NEUTRAL] [PII] is the lady who I'm inquiring about. She had a cancer diagnosis this year, which she's doing very well with her treatment and everything.
[AGENT][POSITIVE] Good.
[CUSTOMER][MIXED] So that's a blessing, but um definitely hadn't been a fun 4 months for her.
[AGENT][NEUTRAL] OK. Um, I can get with.
[AGENT][NEUTRAL] Our claims department see if they send anything out for her.
[CUSTOMER][NEUTRAL] I remember whenever I had my, um, let's see.
[CUSTOMER][NEUTRAL] I think it's when I had my son in [PII]. I had just my own short term policy that I carried over from my employer. It was a colonial life policy so it was a portable and so I remember when I filed my taxes for [PII] colonial life had sent me something.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just stating what the benefit was. I didn't know if APL sent out anything that was just like, hey, in [PII] we paid out X amount of dollars.
[AGENT][NEUTRAL] Yeah, so there is, gosh, I can't remember what the report's called, but it is, there is a report that we do um.
[AGENT][NEUTRAL] Create for disability.
[AGENT][NEUTRAL] Um, just to show the employer who has filed claims just in case they have, it's called a something sick party or sick pay report.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but let me get with them and find out it'll.
[AGENT][NEUTRAL] Be a minute because I've got a meeting in 2 minutes.
[CUSTOMER][POSITIVE] Oh yeah, that's fine. There's no worries.
[AGENT][NEUTRAL] But I will find out for you.
[CUSTOMER][POSITIVE] Yeah, that would be great because they're trying to find out what do we need to do with her W-2 and stuff.
[AGENT][NEUTRAL] Let you know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Yup, that would be great.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, well it was good talking to you.
[CUSTOMER][POSITIVE] I know you too. I hope you have a great weekend.
[AGENT][POSITIVE] All right. Thank you. You too. Enjoy the snow.
[CUSTOMER][POSITIVE] Yes, we will, thanks.
[AGENT][NEUTRAL] Uh-huh, bye-bye.
[CUSTOMER][NEUTRAL] Bye bye