AccountId: 011433970860
ContactId: b1a984ac-281d-4e2b-897b-20a782f520d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 59869 ms
Total Talk Time (AGENT): 21359 ms
Total Talk Time (CUSTOMER): 25817 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/b1a984ac-281d-4e2b-897b-20a782f520d2_20250515T18:27_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office.
[AGENT][POSITIVE] OK, how can I help you today?
[CUSTOMER][NEUTRAL] Uh, actually we want to send a W9 form to update the correct pay to address for the provider. So how can we submit a W9 form? Is there any fax number or email ID?
[AGENT][NEUTRAL] Uh, yes, the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 23, is there any attention?
[AGENT][NEUTRAL] I know, that'll go directly to our claims department. We can get that updated.
[CUSTOMER][NEUTRAL] OK. After submitting the form, how many days it will take to update the address?
[AGENT][NEUTRAL] About 7 working days.
[CUSTOMER][NEUTRAL] OK, thank you. Can I get the call reference number for this?
[AGENT][NEUTRAL] Yes, it's my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you, thank you for the information. Have a great day. Bye bye.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye-bye.