AccountId: 011433970860
ContactId: 18592b9c-e314-418a-a3d1-8f781606d94b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101489 ms
Total Talk Time (AGENT): 46690 ms
Total Talk Time (CUSTOMER): 36103 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/18592b9c-e314-418a-a3d1-8f781606d94b_20250407T14:12_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. My name is [PII]. I'm calling from Doctor [PII]'s office.
[CUSTOMER][NEUTRAL] Um, we need to see what we need to do. Um, we are currently going from a sole prop to an S corp, and so we're gonna have a new, um, tax ID number and everything, and we need to know what we need to do about do we need to rec credential with y'all or what do we need to do?
[AGENT][NEUTRAL] Yes ma'am, um, I can help you with that. So what you're going to need to do is send in a new W-9 form to us with your tax ID number that's changing. Uh, let me give you that website that you can send.
[AGENT][NEUTRAL] Um, actually it's an email address so you don't have to send it to the website.
[AGENT][NEUTRAL] Are you ready to take that email address?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, it's [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and we just send in our W-9 form with our new tax ID.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][POSITIVE] All right. Thank you so much for your help. That's all I needed to know.
[AGENT][POSITIVE] You're very welcome Miss [PII]. I hope you have a wonderful week and thank you for APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.