AccountId: 011433970860
ContactId: 145b0162-9379-4de0-8696-022c1668deaa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 601380 ms
Total Talk Time (AGENT): 107893 ms
Total Talk Time (CUSTOMER): 94525 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/145b0162-9379-4de0-8696-022c1668deaa_20241231T17:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good, good afternoon. My name is [PII], and I'm calling from Great Expression Dental. Um, I'm trying to, uh, check to see if you guys have received a W-9 that shows an updated payment address so we can request for a check to be reissued.
[AGENT][NEUTRAL] OK, I can check and see if we got it. Um, may I have um a callback number just in case we get disconnected [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, I didn't quite catch the first digits.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Thank you and let's see.
[AGENT][NEUTRAL] Do you have like a claim number or an account, a policy number?
[CUSTOMER][NEUTRAL] The claim
[CUSTOMER][NEUTRAL] 348-081
[AGENT][NEUTRAL] 348-081, that's the claim number or the policy number.
[CUSTOMER][NEUTRAL] 3489081
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's the claim number that I was given.
[AGENT][NEUTRAL] OK, thank you one moment let's see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's gonna be a minute. I'm waiting on the documents to pull up.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let me check in our system and see if we received the W9. Uh, do you mind holding for me, [PII]?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding. I'm sorry. What was this for [PII]?
[CUSTOMER][NEUTRAL] yes, um, that, that's a minor we faxed over the W-9 back in [PII] when it was sent.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh OK. OK, let me see what we have. Um, and what's the um
[AGENT][NEUTRAL] OK, bear with me just a minute.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me. Um, I'm looking at the claim under the um tax ID number is it [PII]? Is that correct?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, that's the tax ID.
[AGENT][NEUTRAL] So that is the correct tax ID.
[CUSTOMER][NEUTRAL] Yes, um, they had us, when I called on [PII], they told me to fax the W9 to [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And uh what is uh the name that it's supposed to be under?
[CUSTOMER][POSITIVE] Great Expressions Dental centers.
[AGENT][NEUTRAL] And what is the correct address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] OK. Let me try one more place.
[AGENT][NEGATIVE] Not finding that one.
[CUSTOMER][NEUTRAL] Is there a different fax number or email that we can send this W9 to because we've been calling on this since October.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, the fax number is, uh, the same one. I'm not sure which one you send it to, but it's [PII].
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] OK, can you repeat that one more time?
[AGENT][NEUTRAL] Sure. It's going to be [PII].
[CUSTOMER][POSITIVE] OK, I'll fax it again. Thank you.
[AGENT][POSITIVE] I do apologize. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that was all. Have a great new year. Bye-bye.
[AGENT][POSITIVE] You're welcome. You