AccountId: 011433970860
ContactId: 8661d017-6628-4f96-b27a-73b10e5af13c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68080 ms
Total Talk Time (AGENT): 38117 ms
Total Talk Time (CUSTOMER): 27930 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/8661d017-6628-4f96-b27a-73b10e5af13c_20250110T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good, how are you?
[CUSTOMER][NEUTRAL] Doing alright thank you. I have a group admin on the line who is requesting a W-9 um do I need to do a help request or is that something you could help him with?
[AGENT][NEUTRAL] Uh, yeah, it's a request. I actually had a couple of these this week. Um, I found it in Guru. Hold on.
[AGENT][NEUTRAL] Uh, if you type in W9 as a form and it like tells you how to like what to do in the hub request. I remember looking at it and um like the other customer service rep saying that they like had to fill it out.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, and he was asking I don't think I don't know if it's um the only option or not he asked if there was a way to get it online but I don't think so, right?
[AGENT][NEUTRAL] Yeah, I don't think so. I'm trying to pull it up in Google just to make sure that it's something that customer service or like the care team submits and not really.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK OK alright I'll let him know thank you.
[AGENT][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] Alright, bye bye.