AccountId: 011433970860
ContactId: e1251288-8292-4911-9e45-523433a74f51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355839 ms
Total Talk Time (AGENT): 127973 ms
Total Talk Time (CUSTOMER): 170809 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/e1251288-8292-4911-9e45-523433a74f51_20250310T18:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] and Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, um, I work for an organization called Family Advocacy and Community Training, and some of our staff have elected, uh, policies through APL, and I'm trying to figure out for our payroll company they're asking me um which of uh the deduction codes or pre-tax or post tax.
[CUSTOMER][NEUTRAL] And so I have got an insurance broker involved. I have an accountant involved, and they're all kind of guessing, and they said I should check with the benefit provider to make sure.
[CUSTOMER][NEUTRAL] So that's the purpose of my call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And what's a good callback number for you just in case?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK. And um [PII].
[AGENT][NEUTRAL] Um, what is that group number?
[CUSTOMER][NEUTRAL] Uh, let me get that. Hang on one second here.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's probably trying to get it quickly, bear with me.
[AGENT][POSITIVE] Oh, you're good. You're good.
[CUSTOMER][NEUTRAL] I have it on a spreadsheet but it's probably more fast this way let's see um.
[CUSTOMER][NEUTRAL] Trying to open an invoice.
[AGENT][NEUTRAL] Um, that's OK. What, what did you say the name of the group was?
[CUSTOMER][NEUTRAL] Family advocacy and community training looks like I have it here Group 20939.
[AGENT][NEUTRAL] 20.
[CUSTOMER][NEUTRAL] 939.
[AGENT][NEUTRAL] 9
[AGENT][NEUTRAL] 939. OK, so what you're calling about is you're wanting to know.
[AGENT][NEUTRAL] Um, pre-tax and post tax.
[CUSTOMER][NEUTRAL] Yeah, they're asking me um.
[CUSTOMER][NEUTRAL] Setting up deduction codes for each of the individual benefits please indicate whether they should be pre-taxed or post tax.
[CUSTOMER][NEUTRAL] Most everything we have is.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Pre, but this one says they're all pre-taxed except for the short term disability plan and the voluntary life plan and I believe the short term disability plan that some people have elected.
[CUSTOMER][NEUTRAL] Is through APL.
[CUSTOMER][NEUTRAL] He needs.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] But there in your role, you know.
[AGENT][NEUTRAL] We got short, OK, they do have, there are some people that have the short term disability with us.
[AGENT][NEUTRAL] And some that have the hospital ingenuity with us.
[CUSTOMER][NEUTRAL] Right, you're saying we do have, yeah, yeah, we've got some those are elective plans, so we've got some people who will have hospital indemnities, some people would have the cancer, some people have the short term disabilities, some people will have all of them.
[AGENT][NEUTRAL] Is that what you're
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Right. And they're all on the right.
[CUSTOMER][NEUTRAL] Mhm, so we haven't do payroll.
[CUSTOMER][NEUTRAL] Oh sorry, so we have a new payroll company, so they're just kind of going over everything, dotting I's, crossing T's and wanna make sure they have things set up. There's been a little bit of confusion.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So I mean they're asking me to indicate which policies are pre-tax or post tax when it comes to payroll deductions.
[CUSTOMER][NEUTRAL] And they weren't sure so they said for me to call the carrier.
[AGENT][NEUTRAL] OK, um, do you mind holding on just one moment? Let me see if there's anything else that I can help you with. Hold on just one moment. I can get your answer. Hold on.
[CUSTOMER][NEGATIVE] Not at all.
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Pre-tax and post-tax. That's not something we do, right?
[AGENT][NEUTRAL] That's entirely up to them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's what I thought. I didn't want to tell her before I solidified it.
[AGENT][NEUTRAL] OK, that's what I thought.
[AGENT][NEUTRAL] Hi [PII], thank you for holding. OK, so that is up to y'all, the group if you want it post tax or pre-taxed.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And if you're on cafeteria plan.
[CUSTOMER][NEUTRAL] How do I find out what we currently have set up?
[AGENT][NEUTRAL] Um, let's.
[AGENT][NEUTRAL] Well, I mean, I know um.
[CUSTOMER][NEGATIVE] Because everyone's telling me to check with the other person and I still don't have an answer after checking with insurance broker, now the carrier and the accountant.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, well, see, I mean, that's, that's entirely up to y'all if y'all, you know.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] It's got, we've got the list. No, it's nothing that we do.
[CUSTOMER][NEUTRAL] So there's nothing that.
[CUSTOMER][POSITIVE] OK, all right, thank you for trying.
[AGENT][NEUTRAL] We don't administer that.
[CUSTOMER][NEUTRAL] OK, that's OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, no, thanks so much.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][NEUTRAL] You too. Bye.