AccountId: 011433970860
ContactId: 047a75c0-a834-4756-a105-9945e0528d9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275649 ms
Total Talk Time (AGENT): 27693 ms
Total Talk Time (CUSTOMER): 80373 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/047a75c0-a834-4756-a105-9945e0528d9a_20250102T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APS. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got, um, I've got a gentleman on the phone. His name is and he's calling for group 262-87.
[CUSTOMER][NEUTRAL] Um, cardiology specialist of.
[CUSTOMER][NEUTRAL] Academia.
[AGENT][NEUTRAL] 262.
[AGENT][NEUTRAL] OK, you said this is.
[CUSTOMER][NEUTRAL] I spoke, I spoke with [PII], yes, um his name is [PII]. I did speak with [PII] she did give consent for [PII] to talk about uh their group policy and she also wants him to be changed to the contact person I did tell her that she can do that through the online service center but that I would mention it to group billing also um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He is calling because he wants they need to have a copy of the W-9 because they got another group that is going to be getting on board with us so I'm gonna transfer him on over to you now.
[AGENT][NEUTRAL] OK, give me, uh, one sec, uh, cause I don't know what the W-9 is, and I think those ones maybe.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Customer service but let me check.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] You take
[CUSTOMER][NEUTRAL] Let me get back to him and let him know that you're.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Doing some research so that he doesn't think we forgot about him.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, he, he knows we're trying to find something else.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh shoot, I see, I see that I'm supposed to send a request to group billing with the name of the caller group name. uh, OK, I see it now. I'm sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. I'll get back to him. OK, thank you.
[AGENT][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye.