AccountId: 011433970860
ContactId: 2b999553-cb1a-40c7-9d88-f638b5b8f080
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314570 ms
Total Talk Time (AGENT): 93475 ms
Total Talk Time (CUSTOMER): 117322 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/2b999553-cb1a-40c7-9d88-f638b5b8f080_20250324T14:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How may I help you?
[CUSTOMER][NEUTRAL] Is this [PII]?
[AGENT][NEUTRAL] Speaking, yes.
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Stephen F. Austin Community Health Network.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] And hi, how are you?
[AGENT][POSITIVE] I'm doing well, [PII] thank you how are you?
[CUSTOMER][NEUTRAL] I was so so for a Monday.
[AGENT][NEUTRAL] Yeah, I hear that
[AGENT][NEUTRAL] It is a Monday.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am, all day long.
[CUSTOMER][NEUTRAL] Um, you called in reference to a data service of [PII].
[AGENT][NEUTRAL] Yes, and let me just find my notes. Bear with me for just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey, sure, it's Monday, honey.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Take your time.
[CUSTOMER][POSITIVE] Take your time, sweetie. I don't mind at all.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, yes, Doctor [PII] is our, uh, our provider, and I can give you an address that you can send the, uh, check to for remittance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, you can go ahead with that one. Go ahead when uh.
[CUSTOMER][NEUTRAL] Tell me when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's going to be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And would you be able to give me that tax ID, [PII]?
[CUSTOMER][NEUTRAL] And it
[CUSTOMER][NEUTRAL] Uh, yeah, our tax ID is [PII].
[AGENT][NEUTRAL] OK, and.
[AGENT][NEUTRAL] Just double check some information here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just looking for that information, just bear with me for one moment. So the [PII], OK.
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][NEUTRAL] And is it possible, [PII], I can request a W-9 be faxed to our office?
[CUSTOMER][NEUTRAL] Uh, I'm not in office. I'm working remote today, but I sure can see if we can get, can I get an email address?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yes, if you're, if you're not able to fax it, I can provide you our care team email and you can send it through the email as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's gonna
[CUSTOMER][NEUTRAL] What's that email address?
[AGENT][NEUTRAL] It's gonna be [PII], so it's all [PII] word, [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] And I'm sorry, it is Monday, honey, and my mind is like a steel trap. It locks out everything.
[CUSTOMER][NEUTRAL] And you're wanting a uh what now?
[AGENT][NEUTRAL] A W-9 form.
[AGENT][NEUTRAL] So that it it will just verify that tax identification along with that address and the uh provider name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which would be the Stephen Austin Community Health.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, uh, let me see if I have one saved already, and I'll get anybody in particular or just the care team?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It can just go to the care team and they'll uh they'll uh route it to where it needs to go.
[CUSTOMER][POSITIVE] OK. All right, sweetie, I'll get it to you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're so um thank you so much, uh, [PII] for returning my call and providing that information.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] I hope you have a great rest of your Monday and a great week.
[CUSTOMER][POSITIVE] All [PII]. Thank you, dear.
[CUSTOMER][NEUTRAL] Did you, you too, dear.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.