AccountId: 011433970860
ContactId: 5fffd105-575c-42fd-a53d-a590dfd6919f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 478399 ms
Total Talk Time (AGENT): 172435 ms
Total Talk Time (CUSTOMER): 97116 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/5fffd105-575c-42fd-a53d-a590dfd6919f_20250408T20:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Hollybrook Golf and Tennis Club, and I was wondering if we could get a copy of [PII] W-9 for you guys.
[AGENT][NEUTRAL] OK, um, Ms. [PII], I can um help you with the W9. Can I please get your uh callback number, ma'am, just in case the call is dropped or disconnected, I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, ma'am. And then what is your group number?
[CUSTOMER][NEUTRAL] Oh, I'm not sure about that.
[AGENT][NEUTRAL] OK, let me see if I can, I can um try to pull it up with um.
[CUSTOMER][POSITIVE] Goodness. um, I'm.
[AGENT][NEUTRAL] The group name.
[AGENT][NEUTRAL] And you said that was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hollybrook Golf and Tennis Club.
[AGENT][NEUTRAL] Golf and tennis. OK, let me see if I can find it real quick.
[AGENT][NEUTRAL] It could be just a second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Is [PII] one word or two?
[CUSTOMER][NEUTRAL] One word.
[AGENT][POSITIVE] OK, got it right here.
[AGENT][NEUTRAL] 658
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Are you there? OK, good.
[AGENT][POSITIVE] Yes, ma'am. It's just taking its sweet time to pull this in. I apologize.
[CUSTOMER][NEUTRAL] That's OK. No, it's OK. I thought I had disconnected for a second. I was like, oh no, she really, she really needed my phone number.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Yes ma'am, um, hopefully it won't disconnect on this. I've been having some phone issues today, so that's why I wanted to make sure I got it. So if that happens, just know I will be calling you back.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's OK. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And Ms. [PII], um, can you verify your email address for me?
[CUSTOMER][NEUTRAL] Mine, um, OK, so it's um [PII].
[CUSTOMER][NEUTRAL] Dot transition.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] is spelled [PII], [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what I'm gonna do is, um, I don't show that you're the contact person on this group, so what I'm, what I'm gonna write, so what I'm gonna need to do is just send in a a request for that information to be sent to you guys.
[CUSTOMER][NEUTRAL] No, no, I'm not.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then uh I'll get that request done. I'm gonna do it we're on the phone together if you don't mind just hold in a moment and let me send that request in, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, sure, that's fine.
[AGENT][POSITIVE] All right. Thank you, Ms. [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Miss [PII], got a quick question for you. Are you needing a W-9 form or are you checking to see if we received your W-9 form?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, I need um your W-9, your company's W-9.
[AGENT][POSITIVE] Oh, OK. OK. All right. That gives me a better direction. I'll be right back, Ms. [PII].
[CUSTOMER][POSITIVE] OK, yes, you're welcome.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Our company W9.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK Ms. [PII], this is [PII] back with you again. I went a step I went a step further and uh just went ahead and IMed somebody to see what would be the best way to get the W-9 to you and they are going to email it to me so what I'm going to do is email it to the um the address that we have on file for the contact person.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Which is gonna be, it's gonna take a lot less time if we just do it that way, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, um, just so I know who to go find.
[CUSTOMER][NEUTRAL] that contact person is? Is it [PII]?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, OK, um, all right.
[AGENT][NEUTRAL] And I'm not allowed to give that information out um.
[CUSTOMER][NEUTRAL] It's not, you're not allowed to give that information. OK, well, let's roll the dice.
[AGENT][NEUTRAL] No, I can't. I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Everybody get an email from APL because I need it.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right. Thank you so much, Ms. [PII].
[CUSTOMER][POSITIVE] OK, well thank you so much I appreciate it, [PII].
[AGENT][POSITIVE] We appreciate you too. I hope you have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.