AccountId: 011433970860
ContactId: 068d5073-be79-4248-915e-0690f59fe61a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283130 ms
Total Talk Time (AGENT): 134406 ms
Total Talk Time (CUSTOMER): 121778 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/068d5073-be79-4248-915e-0690f59fe61a_20250103T20:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, how are you? I am calling from Florida Prosthetics. My name is [PII]. Uh, I just wanted to let you know that we are now on a new office and we have a new billing address and shipping address, so just wanted to let you know.
[AGENT][NEUTRAL] OK, and you're a provider?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so, um, what you need to do is send us a W-9.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. So let me give you the instructions for it to send it to um.
[CUSTOMER][NEUTRAL] This is.
[AGENT][NEUTRAL] Bear with me. OK, so OK, so you need to send the W9 to uh fax, um, through fax. Um, the fax number is [PII].
[AGENT][NEUTRAL] 539.
[AGENT][NEUTRAL] 3507.
[AGENT][NEUTRAL] Again, that's 18445393353507 is the last four.
[CUSTOMER][NEUTRAL] 844-539-31
[CUSTOMER][NEUTRAL] 3507. OK.
[AGENT][NEUTRAL] Yeah, mhm.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, that will be all thank you so much for your help. Oh actually, yes, before you go, could you please tell me if we have any balance due we're trying to get up to date with the billing.
[AGENT][NEUTRAL] It's familiar?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, when you say balance, do you, um,
[CUSTOMER][NEUTRAL] B
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Are you a group or you are a provider of service? You're a group. OK.
[CUSTOMER][NEUTRAL] Yes, we are a group. I mean we're a provider office, but we are a group.
[AGENT][NEUTRAL] OK. So, uh, OK, so it is different. OK, let me go ahead, bear with me just a second. What is the group number?
[CUSTOMER][NEUTRAL] The group number would be 23112.
[AGENT][NEUTRAL] 3112. OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK. Oh yes, and um may I have the address and a callback number for verification?
[CUSTOMER][NEUTRAL] The address, well, we're trying to update the address, so it was [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], and that's the old address. We moved to a new office that I was telling you.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and um may I have a callback number for you?
[CUSTOMER][NEUTRAL] Yes, it would be [PII].
[AGENT][POSITIVE] OK, thank you. um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] pass on to.
[AGENT][NEUTRAL] OK, so you still need to send that W9 based on what I got here for the group if it still needs the W-9, um, OK, and let's see, and you, you need to know if you have any open invoices. Is that your, was that your other question, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, um, let me check on the invoices. OK one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Well the rest like for over.
[CUSTOMER][NEUTRAL] This this one, the green with the line.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I have a I have a.
[CUSTOMER][NEUTRAL] give me a second.
[AGENT][NEUTRAL] Yeah, I'm still searching. OK, one moment.
[CUSTOMER][NEUTRAL] it.
[CUSTOMER][NEUTRAL] Excuse me, I couldn't hear you.
[AGENT][NEUTRAL] I'm still searching. I'm waiting for the system to upload the information.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Oh, OK, OK, thank you.
[AGENT][POSITIVE] Thank you. You're welcome.
[CUSTOMER][NEUTRAL] the truck and
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] It's all painful now it looks like um the next one will be uh February. It looks like you already paid for January um.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Yeah, we already got the [PII], yeah, it looks like you're up to date.
[CUSTOMER][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] OK perfect that's great thank you so much for your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, that will be all thank you so much.
[AGENT][POSITIVE] OK, you're welcome. Thank you for calling APL. Have a good day, [PII].
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.