AccountId: 011433970860
ContactId: a1705228-1353-49fe-a645-afcf99cd41ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176860 ms
Total Talk Time (AGENT): 56067 ms
Total Talk Time (CUSTOMER): 47946 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/a1705228-1353-49fe-a645-afcf99cd41ea_20250313T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Bride Office. And for, actually, I wanna add uh another tax ID for my account. Can I do that?
[AGENT][NEUTRAL] So you're wanting to add a tax ID number uh.
[CUSTOMER][NEUTRAL] Yes, on the border.
[AGENT][NEUTRAL] To your
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Miss [PII], can I get the name of your facility and your call back number?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[CUSTOMER][NEUTRAL] And the facility name and my specialty associate.
[AGENT][NEUTRAL] And what was the first part of the um provider name I got specialty associates. What was the first part?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, alright, I'm gonna put you on a quick hold while I research um on adding a tax ID number to your group. I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you so much Ms. [PII]. In order for us to add another tax ID number to your group, you'll need to submit another a new W-9 form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, can you spell it again?
[AGENT][NEUTRAL] Spell it?
[CUSTOMER][NEUTRAL] Uh, uh, what we need to submit?
[AGENT][NEUTRAL] W9 form.
[CUSTOMER][NEUTRAL] Oh, W like. Oh, OK.
[CUSTOMER][NEUTRAL] I do that then.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, you're so very welcome [PII] is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Uh no, that's all thank you so much.
[AGENT][POSITIVE] You're welcome you have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.