AccountId: 011433970860
ContactId: 7397fafd-d91f-4eed-a874-d77d3e80b328
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142020 ms
Total Talk Time (AGENT): 64911 ms
Total Talk Time (CUSTOMER): 87120 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/7397fafd-d91f-4eed-a874-d77d3e80b328_20250210T18:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], [PII], I'm just getting ready to send you guys in a new group, um, you quoted them it's called AGK Consulting and um in the forms you sent me there's the last page is a W-9.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now it's already filled in. It has a taxpayer ID number in here and it has American public life in here. I'm confused. I is that an error that you sent?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I must be. I've never, I don't know. Let me go out here and look under this, um, is this a brand new group?
[CUSTOMER][NEUTRAL] Yeah it's a brand new group, but you've already filled in a W-9 with the employer ID of APL. I'm like what?
[AGENT][NEUTRAL] And we
[AGENT][NEUTRAL] Well that's weird that has to be an error because that's unusual. You don't normally get that, do you?
[CUSTOMER][NEUTRAL] No, I've never usually it's, do we even need a W-9? I don't know why I need a W-9.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't think so. I think that's something on our end. I don't know what, uh, hm, is there a cancer policy or anything involved?
[CUSTOMER][NEUTRAL] No, no, it's just, it's just the gap policy.
[AGENT][NEUTRAL] OK, is it just Medlink?
[AGENT][NEUTRAL] OK, then, yeah, I don't know. That's gotta be an error, so I would like remove that.
[CUSTOMER][NEUTRAL] So what I do have because I'm getting ready to send this in, I have the um you know page one which is the general uh general information on the uh master app.
[AGENT][NEUTRAL] Any
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Which includes and then there's page 2 and page 3 and page 4 then I have the group coverage and participation form as page 5, page 6 is the employer acknowledgement form, and then page 7 is the W9.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] So I don't think we need a W9.
[AGENT][NEUTRAL] I don't, I don't think we, I've not seen us get W-9, so I think that must have been sent in error.
[AGENT][NEGATIVE] I don't know who sent that to you, but yeah, that must have been an error.
[CUSTOMER][NEUTRAL] OK, I'll tell him to.
[CUSTOMER][NEGATIVE] I'll tell him to disregard the I'll tell him to disregard the W-9.
[AGENT][NEGATIVE] Yeah, I would disregard it because I don't know why that's in there.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEGATIVE] That's confusing.
[CUSTOMER][NEUTRAL] OK, yeah, that, that does look, uh, it does look odd.
[AGENT][NEUTRAL] Yeah, it does look odd. Yeah, some somehow that got slid in there I believe. um I'll confirm [PII]'s out today. I'll confirm that with her, but I don't think you're supposed to have that.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, that sounds like a plan thank you very much.
[AGENT][POSITIVE] Uh huh have a good day. Thanks for calling.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Talk to you later bye bye.