AccountId: 011433970860
ContactId: 2dc591d2-0abd-4f94-ab29-6df7224b3eb4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246550 ms
Total Talk Time (AGENT): 85222 ms
Total Talk Time (CUSTOMER): 63103 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/2dc591d2-0abd-4f94-ab29-6df7224b3eb4_20250417T19:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, I'm with Rampart Resources and we have a, we had a group number but our account manager was asking me to see if I could get a W-9 from y'all.
[AGENT][NEUTRAL] 79
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] What was your group number, do you?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 263-887.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, I agree, and I'll just a moment.
[AGENT][NEUTRAL] OK. And can you verify the address and phone number, please?
[CUSTOMER][NEUTRAL] Yes ma'am, it's um [PII]. Phone number is [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Thank you. Um, can I get that phone number again? I'm sorry.
[CUSTOMER][NEUTRAL] It's OK, [PII].
[AGENT][POSITIVE] OK, thank you and is that a direct line or in case we need to call you back or? OK, thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] And you're needing a W9.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm gonna have to transfer you um let me see who.
[AGENT][NEUTRAL] I need to transfer you to.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, uh, I will send the request to our billing department and they will get that to you. Um, is there anything else that I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, where will they be sending it?
[AGENT][NEUTRAL] Uh, that would probably.
[CUSTOMER][NEUTRAL] Or how will I
[AGENT][NEUTRAL] Mail it or email it to um.
[AGENT][NEUTRAL] The email that we have on file.
[CUSTOMER][NEUTRAL] OK, um, because the person that's on file on the email doesn't work here anymore and I just wanted to make sure it got to us, and I wanted to request that it was emailed.
[CUSTOMER][NEUTRAL] Is that possible?
[AGENT][NEUTRAL] OK. Um, well, we will need, um,
[AGENT][NEUTRAL] Something in writing from the group to change the contact person and email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so you can send that to, uh, I can give you the email address.
[AGENT][NEUTRAL] Um, to [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and also in in there um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As for the [PII] and that might would speed the process up a little bit.
[AGENT][NEUTRAL] And they'll have all the information together.
[CUSTOMER][NEUTRAL] OK, I asked them.
[CUSTOMER][POSITIVE] Yeah, I sent them an email this morning so I was just trying to see if I could get it through calling OK um thank you so much for your help.
[AGENT][NEUTRAL] All right, is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling ACL. You have a great day.
[CUSTOMER][NEUTRAL] You too
[AGENT][POSITIVE] Mhm, thank you.