AccountId: 011433970860
ContactId: db150575-6241-4250-8113-c583faff6eac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244399 ms
Total Talk Time (AGENT): 103470 ms
Total Talk Time (CUSTOMER): 84155 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/db150575-6241-4250-8113-c583faff6eac_20250110T18:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon, [PII]. My name is [PII]. I'm calling on behalf of Crystal Construction.
[CUSTOMER][POSITIVE] Uh, give me one second, I'll give you my group number.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, where is it?
[CUSTOMER][NEUTRAL] There it is, uh, 269-03.
[AGENT][NEUTRAL] OK, and what are are you the uh group admin?
[CUSTOMER][NEUTRAL] Yes, the, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, and can I get a good call back number from you really quick in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And I'm sorry, you did say this was Christel Construction.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and one, are you able to verify the address for the business?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Alright, what can we help you with today?
[CUSTOMER][NEUTRAL] Very simple request. Can you please send me the um W-9 for APL?
[AGENT][NEUTRAL] 79. OK.
[AGENT][NEUTRAL] Alright, well if you don't mind, I'm gonna put you on a brief hold and reach out to our billing department and they can help you out with this.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Perfect. If there's, if there if it's online somewhere that'd be easier as well, but either way.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Sure, yeah, give me just a moment I'm gonna put you on a brief hold.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Doing alright thank you. I have a group admin on the line who is requesting a W-9. Um, do I need to do a help request or is that something you could help him with?
[CUSTOMER][NEUTRAL] Oh yeah, it's a hub request. I actually had a couple of these this week. Um, I found it in Guru. Hold on.
[CUSTOMER][NEUTRAL] Uh, if you type in W9.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Form and it like tells you how to like what to do in the hub request. I remember looking at it and um like the other customer service are saying that they like had to fill it out.
[AGENT][NEUTRAL] OK, OK, and he was asking I don't think I don't know if it's um this is the only option or not he asked if there was a way to get it online but I don't think so right?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, I don't think so. I'm trying to pull it up in Google just to make sure that it's something that customer service or like the care team submits and not really.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK OK alright I'll let him know thank you.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright well I'm sorry about that wait are you still with me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so, uh, the only way we can uh get you this W-9 is to mail it to you, um, so I'll go ahead and put that information in to get that sent to you, um, if they need to contact you, the number you gave me the [PII], is that the best callback number for you?
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, and then the uh [PII] address is a good address to send that to as well?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK perfect alright I will get that information submitted um and you should be getting that soon. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Thank you very much, that's all for now.
[AGENT][POSITIVE] Alright, well thanks for calling if y'all one. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.