AccountId: 011433970860
ContactId: 281150ac-0f12-40b1-90d2-6603ae959b4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79389 ms
Total Talk Time (AGENT): 41458 ms
Total Talk Time (CUSTOMER): 38789 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/281150ac-0f12-40b1-90d2-6603ae959b4a_20250130T19:31_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, [PII], I've got a provider on the back line, uh Ms. [PII]. She's wanting to speak to somebody about updating the group, well, the provider name and tax ID and PI because they've changed everything.
[AGENT][NEUTRAL] So she just needs to send a W-9. There's nothing we can do but for them to send a W-9.
[CUSTOMER][NEUTRAL] They have to email the W9 to the care team.
[AGENT][NEUTRAL] They have to send it to APL like updated W9 like credentials for a provider. There's nothing that claims can do. They have to send an updated W-9, but I can let her know that she just have to send an updated W-9 to APL inform enough of that change.
[CUSTOMER][NEUTRAL] OK, I can tell her that. I just, she said provider relations and I'm like, wait a minute, what are you needing? And that's what she was telling me what she needed and I'm like, OK, I'm like, that's claims, but I wanted to make sure, um, yeah, I just, I thought something had to be.
[AGENT][NEUTRAL] It's a W9. She just needs to up.
[AGENT][NEUTRAL] She just needs to submit an updated W9. That's it. She could send it by fax, mail it to us, or email it, but she has an updated W9 so that we can change it in the system.
[CUSTOMER][POSITIVE] OK, I will let her know that. Thank you for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, bye.