AccountId: 011433970860
ContactId: d57fd765-20de-4e83-9fdb-ed1624688a8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242820 ms
Total Talk Time (AGENT): 125957 ms
Total Talk Time (CUSTOMER): 58884 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/d57fd765-20de-4e83-9fdb-ed1624688a8e_20250228T16:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking? How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good and you?
[CUSTOMER][NEUTRAL] Doing all right thank you. I have a member on the line um who filed a disability claim last year and wanted to see if they would be receiving any sort of tax documentation for that um um this whole thing is extremely confusing to me. I apologize.
[AGENT][NEUTRAL] OK, no problem, no problem. What's the policy number?
[CUSTOMER][NEUTRAL] It is 02443552.
[AGENT][NEUTRAL] 02443552 tonight?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What's the member's name insured's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, alright, and what's the callback number?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][POSITIVE] Thank you and you already verified all information, right?
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] OK, well you can go ahead and send her over and I'm not sure if they have a guru document for um.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You know they have one for 1099 forms, but it's, it explicitly states not BI payments so I'm.
[AGENT][NEUTRAL] This tax documents.
[AGENT][NEUTRAL] But not for disability? Mm.
[AGENT][NEUTRAL] OK, got you. OK, and you verified everything, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, well you can go ahead and send that person over.
[CUSTOMER][POSITIVE] All right. I appreciate your help. Thank you. Bye-bye. You too. Bye.
[AGENT][POSITIVE] You're welcome. Have a great day, [PII]. Mhm.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with, uh, [PII]?
[AGENT][NEUTRAL] Now one? OK, and I understand. OK, I understand your name, date of birth, and physical address has been verified as well as the email and you're wanting to know if you're gonna receive a tax document for uh the disability payments you received from last year, is that correct? OK, so let me place you on a brief hold while I get an answer to that question for you, OK? Do you mind holding?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I don't mind. Thank you.
[AGENT][POSITIVE] Thank you. Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], um, listen, do we send out tax documents for people that receive disability payments?
[AGENT][NEUTRAL] It is 02443552.
[AGENT][NEUTRAL] [PII], mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So the
[AGENT][POSITIVE] OK. All right, thank you, [PII]. All right, have a good one. All right, bye bye.
[AGENT][NEUTRAL] Thank you for patiently waiting for me, Miss uh [PII]. So all the information will be sent to your group. We send them a third party sick pay report, so you would want to reach out to your group and see what information you need to obtain from them because I'm not sure if they will include that in, uh, whatever tax information they automatically give you, but that information goes all to your group. It doesn't come to the insured, OK?
[CUSTOMER][POSITIVE] Oh, OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright well you have an awesome weekend and take care thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Uh-huh.