AccountId: 011433970860
ContactId: b40c5042-f32e-41e0-82af-eb0bb8440ae9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224179 ms
Total Talk Time (AGENT): 69647 ms
Total Talk Time (CUSTOMER): 60895 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/b40c5042-f32e-41e0-82af-eb0bb8440ae9_20250613T17:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, my name is [PII]. I was calling in regards to a W-9 request that we received for our facility.
[AGENT][NEUTRAL] Um, in regards to, did you say W-9?
[CUSTOMER][NEUTRAL] Yeah, um, from, uh, sorry, Tennessee Urology Associates.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] OK, [PII], what is your uh what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And um you said you needed to submit the W-9 or?
[CUSTOMER][NEUTRAL] Well, I, I wanted to verify that one was needed and then where to submit it if it was.
[AGENT][NEUTRAL] Were you wondering
[AGENT][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] Sorry, I, I get requests, uh, from our department through an email and so every time I get a request I just like to confirm that it's uh, you know, actually needed before we send it out and update an address that doesn't need updated, you know what I mean?
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] OK, OK, let me see here.
[AGENT][NEUTRAL] Yeah, it looks like we just needed to um.
[AGENT][NEUTRAL] To verify the address, but let me see where this.
[CUSTOMER][NEUTRAL] I believe our check was mailed to
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, go ahead.
[AGENT][NEUTRAL] Oh no, go ahead.
[CUSTOMER][NEUTRAL] Um, I, I believe they're requesting it because our one of our claims was paid directly to the site and not to our lockbox.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] And in order to change it to the PO box we needed to submit the W-9.
[AGENT][NEUTRAL] OK, yes, um, let me see where you'll send that to.
[AGENT][NEUTRAL] OK, um, do you have a pen and paper or something to write down the fax number?
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] OK. It'll be 844.
[AGENT][NEUTRAL] 539.
[AGENT][NEUTRAL] 3507.
[CUSTOMER][NEUTRAL] OK, do I put that to anyone's attention?
[AGENT][NEUTRAL] Um, no, no, ma'am, just, um.
[AGENT][NEUTRAL] Or you can do attention claims department, um, but you shouldn't need a claim um an attention for this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then you, you have a call reference number for our call?
[AGENT][NEUTRAL] So we don't have call reference numbers you can use my name.
[AGENT][NEUTRAL] And last initial and today's date, so [PII] and today's date.
[CUSTOMER][POSITIVE] OK, great. Thank you so much.
[AGENT][POSITIVE] Great. Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye.