AccountId: 011433970860
ContactId: a1922365-1889-4f8e-8fe2-9b7c40758bdd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 978280 ms
Total Talk Time (AGENT): 122569 ms
Total Talk Time (CUSTOMER): 205188 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/a1922365-1889-4f8e-8fe2-9b7c40758bdd_20250123T20:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. My name is, uh, [PII], and I'm calling from Liecker Law Firm, and I received an invoice, um, from your, um, company actually this was brought to my attention something from August. So, um, apparently there, uh, my accounting department, it's part it has to do with an invoice.
[CUSTOMER][NEGATIVE] Um, they want the, um, I guess like the W-9 for you from you guys, so that's what I'm being asked, and I never received one and so that's why, that's why I'm reaching out.
[AGENT][NEUTRAL] OK. Uh, would you happen to have a policy number or the member's name?
[CUSTOMER][NEUTRAL] OK, so, alright, let me just double check there's like a, I mean, I have an invoice number if that helps.
[AGENT][NEUTRAL] No, I have no way to search by an invoice. I would need a policy.
[CUSTOMER][NEUTRAL] Oh, I have actually, actually I, I have a few policy numbers actually. I, I just found them.
[CUSTOMER][NEUTRAL] So what did you want all of them?
[AGENT][NEUTRAL] Uh, we can start
[AGENT][NEUTRAL] With one and, and go through.
[CUSTOMER][NEUTRAL] OK, I, I'll give you one of them. OK.
[CUSTOMER][NEUTRAL] Sure. It's 01363602.
[AGENT][NEUTRAL] And verify the name and date of birth.
[CUSTOMER][NEUTRAL] Let me see, it's [PII].
[CUSTOMER][NEUTRAL] Uh, let me see if it's in here I got.
[CUSTOMER][NEUTRAL] Uh, let's see, I have to go into the matter to find her info.
[CUSTOMER][NEGATIVE] What the heck?
[CUSTOMER][NEUTRAL] Oh, there it is.
[CUSTOMER][NEUTRAL] Uh, 2773.
[AGENT][NEUTRAL] Alright, thanks [PII], and what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, let me give you the um.
[CUSTOMER][NEUTRAL] Uh, let me, let me give you the [PII] office number because and then they'll direct you to me. It's um area code [PII].
[AGENT][NEUTRAL] Alright, thank you. um I've located the policy and you're calling in regards to uh invoice?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I got an invoice. I guess that we wanted. I guess there's some, um, let's see what the invoice says copy of records and it was for $15 and the other, um, the accounting department is asking for the W9 of you guys so I'm like, OK, I never received anything so I was like let me just give them a call, um, so that's what I'm, that's what I'm calling about how could I do that or I don't know if I could give them.
[AGENT][NEUTRAL] Yeah, right, and I'm just trying to understand what the invoice would be for. I showed this policy termed in [PII] and there hasn't been any recent activity on the policy.
[CUSTOMER][NEUTRAL] Oh, let me, let me be more, let me, let me tell you what, uh, let me tell you more it's about actually um.
[CUSTOMER][NEUTRAL] Excuse me, we're actually, it was, um, it, it was actually a litigation matter. Uh, we were, we were the, uh, the attorney on the case and so this is basically for a subpoena records. That's what this was about, um, so that's how we got the invoice we, we, uh, we subpoena some records um on this particular case. That's why we got like, oh, and I see the, the, uh, I see the, the the few policies from [PII], 2018, 2019, 2012, and those are the other names.
[CUSTOMER][NEUTRAL] The other policy, excuse me, so, so basically that's what it was, it was about was for litigation reasons, but the case settled, so it's, it's closed, so we, we settled, I think in October. So but apparently this is like I said, they until now the accounts departments like addressing this invoice from August, which is interesting. So, um, so that's what they're telling me well this case settled, and they're like, oh we still do that now. I'm like, OK, I never see one so let me just give them a call and they'll direct me to somebody.
[AGENT][NEUTRAL] OK, all right, bear with me just a moment. I'm gonna place you on hold to see um.
[AGENT][NEUTRAL] Where to even.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Send you to regarding this, so just bear with me a moment. Let me do some research and I'll get back with you. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Well, that's great.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Nothing regarding legal.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Sounds cool.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Of course, my internet won't start now.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sorry about the hold, um, so you would need to speak with [PII], um, regarding that W-9 request, and she is actually away from the desk at the moment. I can get you to her line to leave a voicemail or I could have her, um, send her a message to have her give you a call back which would you prefer?
[CUSTOMER][NEUTRAL] Oh, what's her extension?
[AGENT][NEUTRAL] Let me get that.
[CUSTOMER][NEUTRAL] You know, and, and, and you can transfer me to her voicemail.
[AGENT][NEUTRAL] OK, sure, let me get that.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] And I do not see it. Bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the extension is [PII].
[CUSTOMER][NEUTRAL] You know that's that's the same number I just dialed because I looked at the invoice and um it it directed me to you I guess because she stepped out of her desk I guess.
[AGENT][NEUTRAL] Yeah, mhm, that's what happened, um, and it rolled over to me. So that is the correct number um it shows she's away she's in office but not at the desk at the moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, you could, um, you could, I could, you know, transfer him over to her voicemail, that's fine.
[AGENT][POSITIVE] OK, good deal. Alright hold just a moment I'll get you over.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello, this is [PII], special risk claims and appeals analyst with American Public Life. I am currently unavailable.