AccountId: 011433970860
ContactId: efc571d8-0ccd-4bc5-a380-a9fd292ed596
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 459299 ms
Total Talk Time (AGENT): 145938 ms
Total Talk Time (CUSTOMER): 104980 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/efc571d8-0ccd-4bc5-a380-a9fd292ed596_20250407T20:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I called and talked to a lady named [PII] earlier. Um, I'm trying to get my tax form, um, from a claim that I made at the beginning of last year, um, and I logged into my account but I can't find where it is at all.
[AGENT][NEUTRAL] Was it a disability claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, let me take a look at your policy, but I can, I can help. Uh, [PII], may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. May I have your policy number?
[CUSTOMER][NEUTRAL] Mhm hold on just a second.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] It is 223-217-9.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, so you don't have to verify because I see the notes here from [PII], um, but since it's a new call, all the information provided is a verification of benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you're trying to get your tax forms for your claim disability. Hold on one second, let me go to your
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's coming up. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know when I talked to her I was just like oh it's gonna be so easy. I'm gonna go in there it's gonna be fine like I don't need like help finding where it is, you know, kind of like but apparently I do.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And I know it's like super like early January when I did it, so it's like.
[CUSTOMER][NEUTRAL] Barely even in [PII] but.
[AGENT][NEUTRAL] Let me take a look at this. There was a um
[CUSTOMER][NEUTRAL] I don't wanna get dinged on the taxes.
[AGENT][NEUTRAL] Hm. Hold on one moment for me, OK?
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] I mean, we at, at one point, you could just put a tag that came up.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] This is so true.
[AGENT][NEUTRAL] There literally was a card and all I had to put was disability and it came right up.
[AGENT][NEUTRAL] Let me see if it says it.
[AGENT][NEUTRAL] No, it wasn't to be noticed.
[AGENT][NEUTRAL] This is
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] My allergies are messing up.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] And Cookie Monster shoes, yes.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. Um, so I was just looking into the
[AGENT][NEUTRAL] Because we have to handle the taxes with the disability a little a little different than the other ways that we handle things. So, basically, disability payments are reported through, it's called um third party sick pay report, but that comes from your employer, that's what the employer uses to report on the W-2s, but that W-2 or that third-party sick pay doesn't come from APL, it comes from your HR department, like we can't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] We don't generate like a W-2 unless you're like in a union or something like that.
[CUSTOMER][NEUTRAL] So is it on my W-2?
[AGENT][NEUTRAL] It, so the third-party sick pay report is what they use to update the W-2, so it should be on there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alright, so I'm good then.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK alright well I just wanted to make sure because I don't wanna get.
[AGENT][NEUTRAL] So if you have your W-2s, then you should be OK.
[CUSTOMER][NEUTRAL] OK, I just don't wanna get myself in trouble, so because I know I had like um like the Hartford, um, which is a different kind of thing, um.
[AGENT][POSITIVE] I know that's right.
[CUSTOMER][NEUTRAL] I did that one,
[CUSTOMER][NEUTRAL] Um, and that one that came over kind of like a 1099 type thing so I was expecting the same for this one.
[AGENT][NEUTRAL] Oh, OK, yes, um, our, our, because we're second, so our 1099s, um, we don't really give those unless it's someone like in a union or if you didn't have any other income only this for the year.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Oh OK got you that makes sense. OK, well thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Nope, that's all.
[AGENT][POSITIVE] Alright, well thanks so much for calling APL. I hope you have a good evening.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you. Bye-bye.