AccountId: 011433970860
ContactId: fe3367e6-28fa-4b0e-8386-fb56b7954ba8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243600 ms
Total Talk Time (AGENT): 112426 ms
Total Talk Time (CUSTOMER): 88168 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/fe3367e6-28fa-4b0e-8386-fb56b7954ba8_20250203T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] I've called her a couple of times.
[CUSTOMER][NEUTRAL] This last week.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And today trying to figure out what's going on with this. I guess I'm supposed to get a 1099. I've just been passed back and forth between you guys and my job and nobody really seems to know.
[CUSTOMER][NEUTRAL] Um, how this is how this is supposed to go.
[AGENT][NEUTRAL] What's your name? I think I spoke with you this morning. What's your name?
[CUSTOMER][NEUTRAL] Mhm mhm. [PII].
[AGENT][NEUTRAL] I did, yeah.
[AGENT][NEUTRAL] Give me 1 2nd, [PII].
[AGENT][NEUTRAL] OK, now if you can give me your policy number, this is disability, isn't it?
[CUSTOMER][NEUTRAL] Yes, short term disability, yes.
[AGENT][NEUTRAL] OK. OK. What is the policy number?
[CUSTOMER][NEUTRAL] 244473-9
[AGENT][NEUTRAL] OK, and give me a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, thank you one moment.
[AGENT][NEUTRAL] And go ahead and verify your date of birth, your mailing address and email address for me again.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] OK, so you've spoken with your employer today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so I'm just wondering, is there anybody like higher up that I can talk to.
[AGENT][NEUTRAL] Yeah, I'm going
[AGENT][POSITIVE] Yeah, I'm gonna get you transferred um over because you called several times. I know I spoke with you once and I see another call in here. Give me one second, OK?
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] B
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Good. Uh, I'm calling on policy number 2444.
[AGENT][NEUTRAL] 739.
[AGENT][NEUTRAL] Should be for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she's calling about um the 1099 um and looks like she was pre-taxed so I know that she's probably on that third party sick pay report.
[AGENT][NEUTRAL] Um, she's getting getting conflicting information. She said she's been told that the employer will provide that information, and then she was told that APL will send her the information in the mail. Do you know which, which it is?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Is it's a group policy?
[CUSTOMER][NEUTRAL] Yeah, from my understanding it would be the employer that provides the 1099.
[AGENT][NEUTRAL] Group, OK, that's what.
[AGENT][NEUTRAL] That's what I thought.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I wonder why they're telling her that.
[CUSTOMER][NEUTRAL] Mm, that I don't.
[CUSTOMER][NEUTRAL] He's out, um, did you want me to speak with her? But yeah, the, the tax documents will come from the group from the employer.
[AGENT][NEUTRAL] Yeah, that's what um.
[AGENT][NEUTRAL] She has been told and that's what I thought as well um if I transfer you to her she's probably gonna want to speak with the supervisor.
[AGENT][NEUTRAL] Um, because she said that I said did you just speak with your employer today and she said yes, so you know.
[AGENT][NEUTRAL] I didn't, I wanted to, to get her in the right area.
[AGENT][NEUTRAL] I mean I'm looking at the Gober article and it says employer but her only I'm transferring it only because the employer is referring her back to APL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, yeah, send her over. I'll see um.
[CUSTOMER][POSITIVE] Oh I can get online. Delicias away. OK, yeah, I'll figure it out. You can send her over.
[AGENT][NEUTRAL] OK. OK.
[AGENT][POSITIVE] Thank you so much, [PII]. Here she comes.
[CUSTOMER][POSITIVE] No problem. OK.