AccountId: 011433970860
ContactId: 09a6eede-dec0-4ffd-9722-4ff208fa1fe9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74639 ms
Total Talk Time (AGENT): 31138 ms
Total Talk Time (CUSTOMER): 33797 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/09a6eede-dec0-4ffd-9722-4ff208fa1fe9_20250211T21:22_UTC.wav
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[AGENT][NEUTRAL] For contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, [PII], my name is [PII] and I'm with May at Family Dentistry, and I have um received a W-9 with the wrong tax ID. What do I need to do to get that fixed?
[AGENT][NEUTRAL] OK, you can send that in to our business department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um let me give you our
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Did you have a business tax for that?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That is 877.
[AGENT][NEUTRAL] 807.
[AGENT][NEUTRAL] 0911 and you can send that into our business.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Just attention business department?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, please, and then uh just let us know what is wrong with the W9 form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they should be able to handle that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, incorrect tax ID. OK, so just fax it attention business department it's [PII].
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][POSITIVE] All right, we'll get it done. Thank you so much.
[AGENT][POSITIVE] OK, thanks for connecting you too have a good day.
[CUSTOMER][POSITIVE] Thank