AccountId: 011433970860
ContactId: b81e05ad-74a6-45a9-b3d6-2bc86ffd3cc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243289 ms
Total Talk Time (AGENT): 105690 ms
Total Talk Time (CUSTOMER): 103336 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/b81e05ad-74a6-45a9-b3d6-2bc86ffd3cc6_20250109T16:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with the care team. How are you doing today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][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.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm looking at group number 26758.
[AGENT][NEUTRAL] OK.
[CUSTOMER][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.
[CUSTOMER][NEUTRAL] Um, and then what do I do as far as her saying she needs a copy of our W-9?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Let me see if we've got an update. Hang on one second.
[AGENT][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.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I see it now.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][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.
[AGENT][NEUTRAL] Getting it to
[CUSTOMER][NEUTRAL] How they share it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][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.
[AGENT][NEUTRAL] No, I'll, I'll I'll, I'll send it to her, um, I'm waiting to see what [PII] says before.
[AGENT][NEUTRAL] You let her know what we're gonna do as far as the W-9.
[CUSTOMER][NEUTRAL] You bet you, um, and then so in the future if they need a W9 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.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK perfect I just wanted to make sure I handled that.
[AGENT][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.
[CUSTOMER][POSITIVE] Perfectly.
[CUSTOMER][NEUTRAL] To.
[CUSTOMER][NEGATIVE] That's one of the most nerve-wracking feelings ever. You're like, oh, OK.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Oh, she's typing again.
[AGENT][NEUTRAL] Still typing.
[AGENT][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.
[CUSTOMER][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.
[AGENT][POSITIVE] No problem at all.
[CUSTOMER][POSITIVE] Thank you thank you take care.
[AGENT][POSITIVE] You're welcome. You too.
[CUSTOMER][NEUTRAL] Bye bye.