AccountId: 011433970860
ContactId: 8868b733-3a20-4a1b-810b-8a07786ac098
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 648440 ms
Total Talk Time (AGENT): 305115 ms
Total Talk Time (CUSTOMER): 272229 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/8868b733-3a20-4a1b-810b-8a07786ac098_20250109T16:04_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, uh, good afternoon, [PII], or good morning. How are you? Um, my name is.
[AGENT][POSITIVE] I'm doing wonderful. How about yourself?
[CUSTOMER][POSITIVE] Doing great thank you uh my name is [PII]. I'm actually with South Carolina Research Authority and I'm giving you a call. I wanted to, uh, looks like we've received an invoice from you and we're trying to, uh, get this taken care of, but I needed to get a copy of your W-9 and send, um, we don't pay uh by paper check, so I would need to send you some information so we can actually get some information to pay you electronically.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so do I need to send it to this billing call at [PII]?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] I'm so sorry, so you're needing a copy of our W-9 and you're needing electronic payment information and then what are you asking about sending? Um, like what, what are you trying to send and so I can help find out where it needs to go.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, what
[CUSTOMER][NEUTRAL] Yes, we received an invoice um for payment that is due, and it's due on [PII], but we don't have any information uh on our system to pay you, so I just needed to get you all set up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, perfect. Are you like um as far as the like are you an employer group and you're offering our insurance and you have an invoice and you're trying to pay it?
[CUSTOMER][NEUTRAL] Yes, I'm just trying to pay an invoice.
[AGENT][POSITIVE] OK perfect perfect I'm just trying to make sure I knew exactly what's going on do you have that group number handy?
[CUSTOMER][NEUTRAL] Yes, uh, the group number is 26758.
[AGENT][POSITIVE] Perfect and.
[AGENT][NEUTRAL] Let me see.
[AGENT][POSITIVE] Alright, awesome. I'm gonna put you just on a brief hold one second. I'm gonna look into this and I'm gonna see what information I can get for you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Right
[AGENT][NEGATIVE] Literally I'm gonna call some fucking.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] with the care team. How are you doing today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] Hey, I'm doing wonderful. I do have a newer situation, something I've never been asked before, and I just wanna make sure I am handling it correctly as far as a group who needs to pay an invoice.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm looking at group number 26758.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The lady I'm speaking to, her name is [PII], um, and I see she's not on here. I haven't given her any information, um, she is saying that she needs a copy of her W-9 and electronic payment information so that she can pay her invoice that is due the [PII]. Um, so I'm wondering like, can I offer to send out the group payment flyer to the group contact on file and then they can choose to share it from there with whoever they want.
[AGENT][NEUTRAL] Um, and then what do I do as far as her saying she needs a copy of our W-9?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, let me see, let me see if we've got an update. Hang on one second.
[CUSTOMER][NEUTRAL] Because I know I've got one from that signed from last year, but I'm asking if we need to have one that's signed from this year so hang on one second, but that should be, uh, I do believe that's on guru, but I can send that to the, um, but I can also uh no you're fine, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I see it now.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] [PII]'s typing, so hang on one second but yeah you'll just let them know that you can send those two requested um items to the contact that we have on file and then it'll be the contact on file's discretion as far as.
[CUSTOMER][NEUTRAL] Getting it to
[AGENT][NEUTRAL] How they share it.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] OK, and then so that group 9 it or the, the group tells me to just send the hub request to group billing, um, so do you want me to go ahead and put in a hub request for the.
[CUSTOMER][NEUTRAL] No, I'll, I'll I'll, I'll send it to her, um, I'm waiting to see what [PII] says before.
[CUSTOMER][NEUTRAL] You let her know what we're gonna do as far as the W-9.
[AGENT][NEUTRAL] You bet you, um, and then so in the future if they need a W-9 I'll put in that hub request and then if somebody calls about payment information, even if they're not on the account, I can always offer to send the group billing flyer to the contact on file and they can choose to distribute it however they wish.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK perfect I just wanted to make sure I handled that.
[CUSTOMER][NEUTRAL] Yes. Well, she's, she started typing and then she stopped and then she started again and she stopped and now she's not typing again, so let's see what she has to say.
[AGENT][POSITIVE] Perfectly.
[AGENT][NEUTRAL] To.
[AGENT][NEGATIVE] That's one of the most nerve-wracking feelings ever. You're like, oh, OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Oh, she's typing again.
[CUSTOMER][NEUTRAL] Still typing.
[CUSTOMER][NEUTRAL] Oh she typed last year's is still valid, but I know most groups want to be signed the current year but since [PII] is out this week, I'll have to see if someone else can get us an updated version. OK, so yeah, let, let, uh, [PII] know that I will, uh, that you'll be sending the payment flyer, um, to [PII] and that then [PII] will also be getting um another email from me with the W-9.
[AGENT][POSITIVE] OK, perfect. I will absolutely do that. And then thank you so much. In the future, I feel a lot more comfortable or confident in what to do.
[CUSTOMER][POSITIVE] No problem at all.
[AGENT][POSITIVE] Thank you thank you take care.
[CUSTOMER][POSITIVE] You're welcome. You too.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Dial out
[AGENT][NEUTRAL] Hi, are you still there with us, my friend?
[CUSTOMER][POSITIVE] Yes ma'am I am thank you.
[AGENT][POSITIVE] Hey, I really appreciate your patience, Ms. [PII]. So a little bit of the hold up is our W-9 is from last year, so they're gonna get an updated one, and we're gonna get that sent out to [PII], who we have on file, and as far as the payment information, um, because you're not on the account, Ms. [PII], I can't send it to you directly, but I do have a group payment flyer and I am going to get that sent out to [PII] as well and then they can distribute it out from there. Is that OK?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, that'll be fine. What she would, uh, do you have her email address?
[AGENT][POSITIVE] Um, yes, I do, but if you could verify it for me so I know I'm going to the right person, that would be so wonderful.
[CUSTOMER][NEUTRAL] Yes, it's uh [PII]. Um, however, she's my manager and um I actually got the information from her so um and then she would have to I guess authorize uh you to send it to I'm in the accounts payable department, so all of the emails uh would come to [PII] uh for processing.
[AGENT][POSITIVE] Perfect, thank you.
[CUSTOMER][NEUTRAL] So if they need to send it, I mean that's fine if you have [PII] on, on, on, um, on file she's just gonna forward it to me but um just to say.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK yeah we can only have one contact and one email on file as far as that goes so it looks like it is set up under her um but uh what I will do is I'll attach in this is we do have like an online portal as well and she can create the online portal because it's underneath her and then add additional users and then once you're added as a user on the online portal I would be able to verify your information through it and talk to you so it would allow us to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Also additionally be able to give you information as well as long as your email and your name were part of the additional users um on that online service center so I'll make sure I include that for her as well that way um she has both of those things and then hopefully that will help you with access in the future and it doesn't all have to filter through one person.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well that sounds great. Uh, my only issue is, uh, or it was, uh, will you guys get that out to her today because it looks like the, uh, payment is due on the [PII] and we process payments on Thursdays only, so we were trying I was trying to get it taken care of so we can process payment today. If not, it'll be next.
[AGENT][NEUTRAL] Understood, so I am not sure about the W-9, but I will reach out um to our group billing department again and ask them even if they could send the [PII] version for you to be able to get the.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] To get the payment made today and then send the update when they have it um and then in the meantime that group payment flyer with our ACH information will come out to you today. I'm getting ready to draft that email up for you right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, and I'll just walk over to [PII] and let her know to look out for it and uh we can go from there, but uh in the meantime I'll just uh hold on to it until I hear from her.
[AGENT][POSITIVE] Perfect thank you so much for giving us a call Ms. [PII], and I appreciate your patience. We'll get everything out to you and then hopefully um we'll be able to get you set up with that online service center and then in the future we can send things directly to you as well, OK?
[CUSTOMER][POSITIVE] OK, sounds great and again your name is?
[AGENT][NEUTRAL] Oh yes, it's [PII] and then my the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, OK, [PII], I certainly appreciate you.
[AGENT][POSITIVE] Hey, it's my pleasure and Ms. [PII], and I'm so sorry I should have asked, but for my notes, how do I spell your name?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am, last n[PII].
[AGENT][POSITIVE] Thank you so much. I really appreciate that, Ms. [PII], and if there's anything else you need, just feel free to give us a call back we'll do our best for you, OK?
[CUSTOMER][POSITIVE] OK, [PII]hank you so much.
[AGENT][POSITIVE] My pleasure, thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Uh huh have a great day bye bye.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thanks. Uh-huh, bye-bye.