AccountId: 011433970860
ContactId: 6131b47b-e637-4ff3-aaaf-9fda4c1e347d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 675650 ms
Total Talk Time (AGENT): 140160 ms
Total Talk Time (CUSTOMER): 169219 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/6131b47b-e637-4ff3-aaaf-9fda4c1e347d_20250108T16:57_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hello, good morning. How are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] No questions. Uh, I'm not sure if I'm in the right, um, I guess, department, but, um,
[CUSTOMER][NEUTRAL] Set
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, can you hear me?
[AGENT][NEUTRAL] Oh, I can hear you now. If you were speaking, I missed everything. It was completely silent.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 00, I'm sorry. Yeah, I'm, I'm trying to send a, a, a.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Oh, wait a minute, it's going in and out.
[CUSTOMER][NEUTRAL] Not sure which.
[CUSTOMER][NEUTRAL] Give me one second, let me, uh, let me use my, let me stop using my internet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello? Can you hear me now?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] Is it better?
[CUSTOMER][NEUTRAL] Yes, hi, um, I'm calling to see, um, where to like which address I can use so we can send our 1099 to APL.
[AGENT][NEUTRAL] You're calling with the provider?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment. And may I have your
[CUSTOMER][NEUTRAL] Yeah, right, yeah.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yep, my name is [PII]. uh, so just, just some more contacts. So we, we are a business and we use APL, you know, for as part of our, you know, our insurance and stuff, and we, you know, we, we, over the year, over this past year, we pay, you know, for insurance, right? And I'm just trying to see where to send our 1099 for the IRS, you know, the 10, uh, I'm not sure which location to send it to for to [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that
[AGENT][NEUTRAL] OK, um, and may I, so are you a group or you're a provider?
[CUSTOMER][NEUTRAL] Um, that's fine.
[AGENT][NEUTRAL] Like, do you have employees enrolled or you're like you perform the services? OK. And may I have your group number?
[CUSTOMER][NEUTRAL] Yeah, yeah, we have employees yeah mhm.
[CUSTOMER][NEUTRAL] No, what you in please?
[CUSTOMER][NEUTRAL] Oh, not sure, uh, uh.
[AGENT][NEUTRAL] What's the name of your group?
[CUSTOMER][NEUTRAL] Yeah, the name is EVI Industries Inc.
[AGENT][NEUTRAL] EV I like
[CUSTOMER][NEUTRAL] Mhm. Industries, yep, EVI, uh, that's uh echo, uh Victor, and then um.
[AGENT][NEUTRAL] Ice.
[CUSTOMER][NEUTRAL] I, I guess, uh, I, yeah.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] EVI Industries.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] Alright, hold on one moment. I just have to pull the group up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like I do have an address on file, but it's a PO box, so I'm not sure if that's like the right address to send it to. I just, you know, don't don't want it to get lost anywhere.
[AGENT][NEUTRAL] I understand. Hold on one moment. I'm just trying to pull the group up so I can verify.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and I just need you to verify your, um, well, you already gave me the group name, the address and phone number and your email address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yes, so the address of the company is [PII].
[CUSTOMER][NEUTRAL] Biscayne Boulevard.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, do you need the phone number? No?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm. Just the phone number and your email.
[CUSTOMER][NEUTRAL] Yep, the phone number is [PII].
[AGENT][POSITIVE] Thank you for that. Oh, I'm sorry.
[CUSTOMER][NEUTRAL] And my, mhm.
[AGENT][NEUTRAL] I missed you. I forgot about your email. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, and then my email.
[CUSTOMER][NEUTRAL] My email is [PII].
[AGENT][NEUTRAL] Thank you for that. And um [PII], do you mind if I place you on just a brief hold? I just want to confirm the address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, no worries.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][POSITIVE] Mhm, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] That's I.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] No, not that.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh, I don't even need that, not that.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][POSITIVE] Thank you so much for holding. I'm speaking to the representative that works with the 1099s. Are you, do you have a 1099 or W-9?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, 1099.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, hold on one moment, I'm speaking uh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because we're not familiar with the 1099 for a group. Groups have W9s, usually the broker or the provider has a 1099 or a 1095, um.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] All right, hello, [PII].
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] Alright, so, um, you can send it to [PII].
[CUSTOMER][NEUTRAL] Mhm. PO Box 269 mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I[PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Um, can you repeat the zip code again, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, alright, so I'll just repeat it back to you. Uh, that's a [PII].
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Awesome. Thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, that'll be all. Thank you so much for your help. Have a great day.
[AGENT][POSITIVE] All right. You're welcome and thanks for calling APLU also.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.