AccountId: 011433970860
ContactId: 09dbb43e-923d-47b9-b552-1894d5759a79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371089 ms
Total Talk Time (AGENT): 187280 ms
Total Talk Time (CUSTOMER): 127907 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/09dbb43e-923d-47b9-b552-1894d5759a79_20250305T22:29_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], this is [PII], um on the care team. How are you?
[AGENT][POSITIVE] Hey [PII], I'm good how are you?
[CUSTOMER][NEUTRAL] I'm doing good. I have a group, um, well, the group admin gave permission to speak to her. Um, they're gonna send an email to update their contacts, but they're asking for a W-9 that shows the same address as the remittance address for payment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] OK. Yeah, um.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yeah sorry go ahead.
[CUSTOMER][NEUTRAL] Oh no, you're fine. Um, so I called over before and um I did not write who I spoke with, but she sent me over the W-9, but they're saying that the address on here isn't the same as the the payment address.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK, um, let me see, let me pull up the W9.
[CUSTOMER][NEUTRAL] So I didn't know how to help them further.
[AGENT][NEUTRAL] Do you, let's see, let me look at the W9 we have here because we should have an updated one actually. Um, let me see. You can go ahead and put her through to me and I um I'll check on this for her. It might be that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I don't know if an updated one is in guru, um, but I'm gonna check and see if I have a copy of it so you can put her, what's her name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] [PII], OK, you can put her through.
[CUSTOMER][NEUTRAL] OK, and then what was your name again? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK, oh, I'm sorry, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's OK. It's OK. When you get going, it's hard to, it's hard to catch everything. It's OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right, I'm sorry. OK, hold on one moment.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Hello [PII]. Yes, thanks so much for holding. I have [PII] on the line and she'll be assisting you further, OK? Alrighty, sounds good. Thank you. You're welcome.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing well. How are you?
[AGENT][NEUTRAL] Good, I'm doing well, thank you. Um, so [PII], let me know you were needing a W-9 with our uh mailing address, our remit address, is that right?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, um, so I think she said she sent you one over but the address may not have been correct. um I've got the current one here for [PII] pulled up um let me just make sure the address that we have, um, that should be listed on it is gonna be a [PII] and that number is [PII]. Is that what yours says?
[CUSTOMER][NEUTRAL] No, the letter that we got says it was for APL payment and it says Department [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me send you this updated um you said that's the address that was on the one that that you received?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, that's the address I'm needing, so the one that I received earlier had an address of [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, um, so that, um, that might be an older one. The one that we have the [PII] W9 we have has the [PII], um, but we do have different addresses depending on how you send your payment. Let me pull up our payment flyer real quick, um, and see if I can verify that address that you have. Give me just one second.
[CUSTOMER][NEUTRAL] So what
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, let me pull this up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I think so you have the department [PII] um and then the [PII], right?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, that's our standard mailing address um let me see.
[AGENT][NEUTRAL] Um, I don't know.
[AGENT][NEUTRAL] [PII]. I don't know why the address on our um [PII] is different um let me see if I can investigate that a little bit for you um do you mind if I take down your information um and give you a call back um or email you the, um, when I can, you know, figure out why that's different, um, maybe I can send you a copy then, um, let me see.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] Let's see, OK, [PII], what's your phone number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII] and then what's your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I got that [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK perfect let me look into this for you um and I'll get back with you as soon as I can with the response, OK?
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][POSITIVE] OK, no problem, thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] All right thank you ma'am bye bye.
[AGENT][NEUTRAL] Mhm.