AccountId: 011433970860
ContactId: d9ebc350-d11f-436d-a986-4d3568511e24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429799 ms
Total Talk Time (AGENT): 214657 ms
Total Talk Time (CUSTOMER): 151426 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/d9ebc350-d11f-436d-a986-4d3568511e24_20250205T14:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I just have a quick question. I was wondering if you could help me on the GC3. I have a policy number that the dad who is authorized to speak with us is calling to see if his daughter's going to receive a 1099.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you know?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Let's see if we received. Did you look in the hub? There may, there's some documents in the hub, I think.
[AGENT][NEUTRAL] That talks about the 1099.
[CUSTOMER][NEUTRAL] I've looked in Guru and
[AGENT][NEUTRAL] Let me look and see.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So it's Satan that if they received a lump sum payment, but.
[CUSTOMER][NEGATIVE] I don't think they did receive a lump sum payment on this policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] I don't think they do receive a 1099, um.
[AGENT][NEUTRAL] Give me a minute.
[CUSTOMER][NEUTRAL] When I, when I went to the in the guru it says to, to click on the pre-tax if it says if it has a Y then they will.
[AGENT][NEUTRAL] Yeah, that's usually disability. Um, I don't think they have it.
[CUSTOMER][NEGATIVE] And this is a cancer.
[AGENT][NEUTRAL] Yeah, that's usually disability and hold on. Does it say what screen?
[CUSTOMER][NEUTRAL] Um, that's in in track on the pretext, you know, where it says verify email, it's on the pretext tab.
[AGENT][NEUTRAL] Oh, and what does it have on there?
[CUSTOMER][NEUTRAL] It has a Y for the pre-tax.
[AGENT][NEUTRAL] On here
[AGENT][NEUTRAL] OK, so if it's pre-test.
[CUSTOMER][NEUTRAL] But it doesn't have the year.
[AGENT][NEUTRAL] What's his policy number?
[CUSTOMER][NEUTRAL] 223.
[AGENT][NEUTRAL] Have a year. It won't yet have a year. So it's 223.
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[CUSTOMER][NEUTRAL] 1487.
[CUSTOMER][NEUTRAL] I didn't think that because I I thought that that was either for a lump sum payment or a disability payment.
[AGENT][POSITIVE] Yeah, I believe that that is correct, so.
[AGENT][NEUTRAL] Where would be the Y? I don't see any Y for.
[CUSTOMER][NEUTRAL] When you hit the pre-tax at the bottom it says pretax and it's got the Y in yellow.
[AGENT][NEUTRAL] On Amtrak?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh Lord, I'm having them all. Oh, I see now that has a why. OK, so let's see, let me look, see what we have.
[CUSTOMER][NEUTRAL] Because he's like, well, she was receiving payments, you know, and I'm like,
[AGENT][NEUTRAL] Yeah, OK, so if it's a Y, that means it was pre-tax. So premiums were taken out before taxes. So that means there is a possibility that they would receive a 1099. What I would recommend is reaching out to
[AGENT][NEUTRAL] One of the
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm not sure. Hold on.
[AGENT][NEUTRAL] I don't remember. It's been so long. I wanna say no, but I'm not guarantee. Hold on.
[AGENT][NEUTRAL] I'm, I'm an I am [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Because he's kind of adamant about once you received payment and I'm like.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just hang on, let me see if I can, you know.
[CUSTOMER][NEGATIVE] And I don't believe this GC3 has a lump sum payment.
[AGENT][NEUTRAL] No, it doesn't. You can go look in CLAHQ and look and see if the lump sum was ever paid.
[CUSTOMER][NEUTRAL] I was looking at PIBF2 isn't that a smart thing? I'll go CLA HQ.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I know that. It just didn't hit me at that time.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And that's what I, I did tell him that his dependents were for treatment, not for.
[AGENT][NEUTRAL] Mhm. I don't think so, um, since this is mm for treatment.
[CUSTOMER][NEUTRAL] But then when I hit that pretext and it said yes and I'm like well turn.
[AGENT][NEUTRAL] Yeah, I believe it's only if it was a disability because that's an income, other income. This is not considered other income. This is considered, you know,
[AGENT][POSITIVE] A supplemental benefits for medical, for treatment. Um, but I'm gonna double check. Hopefully she will respond fast enough to me.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][NEUTRAL] Uh, a 1099 would only come into play if the policy premium was paid through her employer on a pre-tax basis.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So how do we know?
[AGENT][NEUTRAL] Well, if that says yes, that's a pre-tax.
[CUSTOMER][NEUTRAL] OK, for the premium.
[AGENT][NEUTRAL] Yes, so hold on.
[CUSTOMER][POSITIVE] See, I'm trying to learn too so.
[AGENT][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] And if I understand correctly, the 1099s go to the employers?
[AGENT][NEUTRAL] Yes, correct. So, yes, or, or if she received a lump sum payment like the FOB benefit. So what we do is we report it to the employer and the employer will put it on their, um, 1099.
[CUSTOMER][NEUTRAL] W2.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, and then they'll receive the 1099 as well.
[AGENT][NEUTRAL] Yes, but I'm not sure which box they will report it on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I will, I will go back and just let him know.
[AGENT][NEUTRAL] Yes. Well, you're testing my brain. I'm trying to remember.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] I know my brain's going like that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so if there's why that means it could have been a pretext.
[CUSTOMER][NEUTRAL] On the premium.
[AGENT][NEUTRAL] Yes, since the premium is pre-tax, which means premiums is taken out before.
[AGENT][NEUTRAL] Taxes, then it will go into uh it will, there, you know, there will be a 1099 or if there's a lump sum and that will all be reported on the 1099 that is sent to the it won't, he won't, she won't get one, it'll go directly to the employer.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Perfect. I really do appreciate that.
[AGENT][NEUTRAL] And I cannot remember which box it is, but it'll, there's an explanation on the back of the box that they report it.
[CUSTOMER][POSITIVE] Perfect. Thank you, [PII]. I appreciate it.
[AGENT][POSITIVE] You're welcome. You're welcome. Thank you for testing me this morning.
[CUSTOMER][POSITIVE] Have a wonderful day.
[CUSTOMER][POSITIVE] Hey, well, you know, we, now we got it.
[AGENT][POSITIVE] Yes, we do. Well, you have a good day.
[CUSTOMER][POSITIVE] You too, [PII]. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye bye.