AccountId: 011433970860
ContactId: 85c88cd5-e327-4374-a02e-49664247151e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345570 ms
Total Talk Time (AGENT): 164474 ms
Total Talk Time (CUSTOMER): 121525 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/85c88cd5-e327-4374-a02e-49664247151e_20250130T19:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII].
[CUSTOMER][NEUTRAL] Um, can you transfer me to provider relations?
[AGENT][NEUTRAL] OK, I can definitely help you with that, but before we proceed, is it possible to get a policy number um or group number specifically on what you're needing?
[CUSTOMER][NEGATIVE] Yeah, I'm not calling um for a patient.
[CUSTOMER][NEUTRAL] I'm calling because we are, we changed our tax ID and PI and our company name, so I was just wanting to speak to provider relations just to um get some information.
[AGENT][NEUTRAL] Get everything updated.
[CUSTOMER][NEUTRAL] On how to update that.
[AGENT][NEUTRAL] Yes, ma'am, definitely. OK, I can definitely transfer you but um can I get your name and a callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] [PII] and that phone number will be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that. And what's the name of your company, Ms. [PII]? your provider?
[CUSTOMER][NEUTRAL] Fox Fox Creek in the donut.
[AGENT][NEUTRAL] Fox Creek and Adonis. OK, I'm gonna place you on a brief hold while I get you further assistance. Is there anything else I can help you with before I transfer you?
[CUSTOMER][POSITIVE] No, ma'am, thank you so much [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII] as well for calling APL. You have a wonderful day and hold please.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Thanks for calling ATL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hey [PII], I've got a provider on the back line, uh Ms. [PII]. She's wanting to speak to somebody about updating the group, well, the provider name and tax ID and PI because they've changed everything.
[CUSTOMER][NEUTRAL] So she just needs to send a W-9. There's nothing we can do but for them to send a W-9.
[AGENT][NEUTRAL] They have to email the W9 to the care team.
[CUSTOMER][NEUTRAL] They have to send it to APL like updated W9 like credit interest for a provider. There's nothing that claims can do. They have to send an updated W-9, but I can let her know that she just have to send an updated W-9 to APL inform enough of that change.
[AGENT][NEUTRAL] OK, I can tell her that. I just, she said provider relations and I'm like, wait a minute, what are you needing? And that's what she was telling me what she needed and I'm like, OK. I'm like, that's claims, but I wanted to make sure, um, yeah, I just, I thought something had to be.
[CUSTOMER][NEUTRAL] It's a W9. She just needs to up.
[CUSTOMER][NEUTRAL] She just needs to submit an updated W9. That's it. She could send it by fax, mail it to us, or email it, but she has updated W-9 so that we can change it in the system.
[AGENT][POSITIVE] OK, I will let her know that. Thank you for your help.
[CUSTOMER][POSITIVE] You're welcome. Have a good day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I apologize for the wait. So I was able to speak to a representative and she stated that information can't be updated over the phone, but you can definitely send us an updated W-9 and I can provide you with an email address and fax number you can send that to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let's start off with the fax number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're going to be faxing it to the claims department and their fax number, are you ready?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and then that email.
[AGENT][NEUTRAL] It's gonna be [PII]
[AGENT][NEUTRAL] And then [PII], so that's [PII]
[AGENT][NEUTRAL] [PII], and that's one [PII] as well, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you know about how long it takes to update?
[AGENT][NEUTRAL] It's generally a 24 hour turnaround time, so if you send it within the next 30 minutes, we should have it done before this time tomorrow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we will confirm as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and it updates all of American public life.
[AGENT][NEUTRAL] Yes, ma'am. From what she told me, that's why we needed documentation at W9 with the updated details so we can update the records internally across the board.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, um, all right, well I really appreciate your help. All I need now is a reference number.
[AGENT][NEUTRAL] So it's gonna be JB for my initials.
[CUSTOMER][NEUTRAL] J B
[AGENT][NEUTRAL] Yes, ma'am. And then it's gonna be [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, I really appreciate that. Thank you so much, [PII].
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you again for calling APL and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.