AccountId: 011433970860
ContactId: eb543361-d31f-46e8-b63c-58e660c2965a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 887039 ms
Total Talk Time (AGENT): 298727 ms
Total Talk Time (CUSTOMER): 359794 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/eb543361-d31f-46e8-b63c-58e660c2965a_20250205T14:14_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, I have a, a question. I'm helping my daughter and I'm on file to be able to help her, uh, but she received uh payments for her cancer insurance, um, this last in 24, and I'm wondering, will she receive a tax form from APL or can it's something I can get going online and printing it?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or is, are they all even do that?
[AGENT][NEUTRAL] What is
[AGENT][NEUTRAL] Yeah, what is the policy number for your daughter? Do you have that available?
[CUSTOMER][NEUTRAL] I do. It's 02231487.
[AGENT][NEUTRAL] And what is her name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm just checking, bear with me just one second.
[AGENT][NEUTRAL] Mr. [PII], I'm just trying to um locate that authorization in the notes, so bear with me just one moment.
[CUSTOMER][NEUTRAL] OK, it was just, it's been over a year ago.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They've actually school system actually changed insurance, so she's.
[CUSTOMER][NEUTRAL] She's not with y'all anymore, but she was during the last school year.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right. I did find that we do have that authorization. Give me just one moment. I, I don't think that the cancer policies provide tax information, but give me just one second and I'm gonna verify that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if it, if she does receive that that should go to her employer.
[CUSTOMER][NEUTRAL] It wouldn't be on her website her her uh.
[CUSTOMER][NEUTRAL] You'll send out tax forms?
[AGENT][NEUTRAL] Um, only for like disability policies.
[CUSTOMER][MIXED] OK, but not for cancer policies?
[AGENT][NEUTRAL] The cancer
[AGENT][NEUTRAL] Right, because she has other income.
[AGENT][NEGATIVE] This doesn't provide her with a um disability income, just for the services.
[CUSTOMER][NEUTRAL] OK, I mean, you received like $23,000 from y'all.
[AGENT][NEUTRAL] Right, but that was for the cancer treatment.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But it was, this is, this is actual payments from American Public Life.
[CUSTOMER][NEUTRAL] to her because she had
[CUSTOMER][NEUTRAL] Cancer insurance through through her school system.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so you're saying APL is not gonna send.
[CUSTOMER][NEGATIVE] Her, I don't think 1099 is the right word, 1099 to her or to the government.
[AGENT][POSITIVE] That's correct. Let me just check one other thing for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, let me check and see if she received a lump sum payment.
[CUSTOMER][NEUTRAL] No, she did, and it was all uh
[CUSTOMER][NEUTRAL] For different things that were on the.
[CUSTOMER][NEUTRAL] It wasn't one lump sum payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean unless it was $100 or something, you know, up front I didn't know, but.
[CUSTOMER][NEUTRAL] I was handling all of her paperwork.
[AGENT][NEUTRAL] OK. So it looks like that um I am checking that further.
[AGENT][NEUTRAL] That she could receive a 1099 form.
[AGENT][NEUTRAL] And that is issued by APL by [PII].
[AGENT][NEUTRAL] So if she does receive one, yeah, yeah, um, and it will be coming by mail.
[CUSTOMER][NEUTRAL] OK, well that's already passed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would that be on her website?
[AGENT][NEUTRAL] It would not be it yeah, it would not be on the website.
[CUSTOMER][NEUTRAL] Her her portal.
[CUSTOMER][NEUTRAL] On the portal her her personal portal.
[AGENT][POSITIVE] Right. That's correct.
[CUSTOMER][NEUTRAL] OK, how I, how do I find out because I'm gonna, I'm gonna take, I wanna get her taxes done, and I'm fixing to take them in, but I wanted to check on this. How would I, how can I find out if it's been sent?
[AGENT][NEUTRAL] Yeah, that's
[AGENT][NEUTRAL] That should be coming in the mail. Give me just one second.
[AGENT][NEUTRAL] I'm, I'm pulling it up to see if we have an image of anything being sent.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][POSITIVE] And I would like to check one thing further for you, if you don't mind. If you don't mind holding just a minute. Thank you.
[CUSTOMER][POSITIVE] Sure, no that's great.
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][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.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Let's see if we received. Did you look in the hub there maybe there's some documents in the hub, I think.
[CUSTOMER][NEUTRAL] That talks about the 1099.
[AGENT][NEUTRAL] I've looked in Guru and
[CUSTOMER][NEUTRAL] Let me look and see.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] So Satan that if they received a lump sum payment, but
[AGENT][NEGATIVE] I don't think they did receive a lump sum payment on this policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I don't think they do receive a 1099, um.
[CUSTOMER][NEUTRAL] Give me a minute.
[AGENT][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.
[CUSTOMER][NEUTRAL] Yeah, that's usually disability. Um, I don't think they have it.
[AGENT][NEGATIVE] And this is a cancer.
[CUSTOMER][NEUTRAL] Yeah, that's usually disability and hold on, does it say what screen?
[AGENT][NEUTRAL] Um, that's in M track on the pre-tax, you know, where it says verify email, it's on the pre-tax tab.
[CUSTOMER][NEUTRAL] Oh, and what does it have on there?
[AGENT][NEUTRAL] It has a Y for the pre-tax.
[CUSTOMER][NEUTRAL] On here
[CUSTOMER][NEUTRAL] OK, so if it's pre.
[AGENT][NEUTRAL] But it doesn't have the year.
[CUSTOMER][NEUTRAL] What's his policy number?
[AGENT][NEUTRAL] 223.
[CUSTOMER][NEUTRAL] It won't have a year. It won't yet have a year, so it's 223.
[AGENT][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] 1487.
[AGENT][NEUTRAL] I didn't think that because I, I thought that that was either for a lump sum payment or a disability payment.
[CUSTOMER][POSITIVE] Yeah, I believe that that is correct, so.
[CUSTOMER][NEUTRAL] Where would be the why? I don't see any Y for.
[AGENT][NEUTRAL] When you hit the pretax at the bottom it says pretax and it's got the Y in yellow.
[CUSTOMER][NEUTRAL] On Amtrak?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][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.
[AGENT][NEUTRAL] Because he's like, well she was receiving payments, you know, and I'm like.
[CUSTOMER][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.
[CUSTOMER][NEUTRAL] One of the
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm not sure. Hold on.
[CUSTOMER][NEUTRAL] I don't remember. It's been so long. I wanna say no, but I'm not guarantee. Hold on.
[CUSTOMER][NEUTRAL] I'm, I'm an I am [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Because he's kinda of adamant about once you receive payment and I'm like.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Just hang on, let me see if I can, you know.
[AGENT][NEGATIVE] And I don't believe this GC3 has a lump sum payment.
[CUSTOMER][NEUTRAL] No, it doesn't. You can go look in CLA HQ and look and see if the lump sum was ever paid.
[AGENT][NEUTRAL] I was looking at PIBF too, isn't that a smart thing? I'll go to CLA HQ.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I know that. It just didn't hit me at that time.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] And that's what I, I did tell him that his payments were for treatment, not for.
[CUSTOMER][NEUTRAL] Mhm. I don't think so, um, since this is mm for treatment.
[AGENT][NEUTRAL] But then when I hit that pretext and it said yes and I'm like well turn.
[CUSTOMER][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.
[CUSTOMER][POSITIVE] A supplemental benefits for medical, for treatment. Um, but I'm gonna double check. Hopefully, she will respond fast enough to me.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Thank you, thank you.
[CUSTOMER][NEUTRAL] A 1099 would only come into play if the policy premium was paid through her employer on a pre-tax basis.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So how do we know?
[CUSTOMER][NEUTRAL] Well, if that says yes, that's a pre-tax.
[AGENT][NEUTRAL] OK, for the premium.
[CUSTOMER][NEUTRAL] Yes, so, hold on.
[AGENT][POSITIVE] See, I'm trying to learn too, so.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] And if I understand correctly, the 1099s go to the employers?
[CUSTOMER][NEUTRAL] Yes, correct. So yes, or it says or if she received a lump sum payment like the FOB benefit. So what we do is is we report it to the employer and the employer employer will put it on their, um, 1099.
[AGENT][NEUTRAL] W2.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright. And then they'll receive the 1099 as well.
[CUSTOMER][NEUTRAL] Yes, but I'm not sure which box they will report it on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'll, I will go back and just let him know.
[CUSTOMER][NEUTRAL] Yes. Well, you're testing my brain. I'm trying to remember.
[AGENT][NEUTRAL] I'm, I know my brain's going like that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so if there's why that means it could have been a pretext.
[AGENT][NEUTRAL] On the premium.
[CUSTOMER][NEUTRAL] Yes, since the premium is pre-tax, which means premiums is taken out before.
[CUSTOMER][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.
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] Perfect. I really do appreciate that.
[CUSTOMER][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.
[AGENT][POSITIVE] Perfect. Thank you, [PII]. I appreciate it.
[CUSTOMER][POSITIVE] You're welcome. You're welcome. Thank you for texting me this morning.
[AGENT][POSITIVE] Have a wonderful day.
[AGENT][POSITIVE] Hey, well, you know, we, now we got it.
[CUSTOMER][POSITIVE] Yes, we do. Well, you have a good day.
[AGENT][POSITIVE] You too, [PII]. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome. Bye bye.
[AGENT][POSITIVE] All right. I'm back with you. Thank you for your patience. OK. So uh [PII] should receive a 1099, but that would be through her employer.
[AGENT][NEUTRAL] Because the premium was pre-tax.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that
[CUSTOMER][NEUTRAL] 1099 uh through.
[AGENT][NEUTRAL] And that will
[AGENT][NEUTRAL] And that will go directly to the employer, so she will need to check with them or check on that W-2 if it has a box for the 1099 information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, they sent her, her, you know, her teacher stuff, but it may be some more stuff on that same sheet.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I can talk to the, I can talk to the benefits people over there they can help me.
[AGENT][POSITIVE] Right, they should be able to provide that for you.
[CUSTOMER][NEUTRAL] But OK, so, so it'll be on the 1099.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, through employer.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Thank you.
[AGENT][POSITIVE] Well, it's been a pleasure to see you, assist you and thank you for your patience while I verified that. And I hope you have a wonderful day.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] Thank