AccountId: 011433970860
ContactId: f068699f-e982-42d9-a754-4a982326c48f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 718520 ms
Total Talk Time (AGENT): 273423 ms
Total Talk Time (CUSTOMER): 206152 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/f068699f-e982-42d9-a754-4a982326c48f_20250102T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AP. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], how are you doing? This is [PII] with cardiology specialist of Acadiana in [PII].
[CUSTOMER][NEUTRAL] Um, we, our, our company, uh, is a cardiology clinic here in [PII] and we have a, uh, a policy with you guys.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] We, we just teamed up with another company called US Heart and Vascular out of [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they are requesting a copy of you guys W-9 so they can, they're the ones who are actually paying the bills now basically um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] And and I uploaded the invoice that I received from you guys the other day into the the system that we use and I'm getting an email from our uh.
[CUSTOMER][NEUTRAL] Accounts payable specialist in reference to requesting a copy of a W-9.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] OK. So you're needing our W-9. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so what I'm gonna do is, um,
[AGENT][NEUTRAL] [PII], can I get your callback number first just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you sir and then what is your group number?
[CUSTOMER][NEUTRAL] Group number is 2628 I'm sorry 26287.
[AGENT][NEUTRAL] 87. OK, let me look up that group real quick.
[AGENT][NEUTRAL] OK, [PII], can you verify the street address and email address?
[CUSTOMER][NEUTRAL] Sure, the street address.
[AGENT][NEUTRAL] For your group.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK and then the email address please sir?
[CUSTOMER][NEUTRAL] The email address that we have everything going to is.
[CUSTOMER][NEUTRAL] Let's see how they format it.
[CUSTOMER][NEUTRAL] Uh, right now it's going to [PII] [PII]. It's [PII], the [PII] [PII].
[AGENT][NEUTRAL] OK. I, um,
[AGENT][NEUTRAL] [PII] available to speak with? I'm showing that [PII] is the contact person for the group for us to be able to give information to.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] OK, hang on one sec. She's right around the corner. I hope, yes, she is.
[AGENT][POSITIVE] Yes, sir, thank you.
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Not in there.
[CUSTOMER][NEUTRAL] She won't be in here.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cafe play that's APL.
[CUSTOMER][NEUTRAL] You're the POC so they gotta talk to you.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] with American Public Life. Um,
[CUSTOMER][NEUTRAL] Yes, hi there.
[AGENT][NEUTRAL] Hi, I have been on the phone and he did uh verify all the contact information for your group but I'm showing that you're the contact person for the group and I just need verbal consent from you to be able to discuss your group policy with [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Absolutely. And another thing I was gonna say is if you could go ahead and replace, um like I'd been as the point of contact because I'm moving into a different role.
[AGENT][NEUTRAL] OK, alright, that can be done um on the online online service center through your group if you go into the OSC and you can um update your contact information there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sure thing.
[AGENT][NEUTRAL] But I will also make sure that I mention it um to the group billing department so they can be aware of it also for you.
[CUSTOMER][POSITIVE] Sounds great.
[AGENT][POSITIVE] OK. All right, Ms. [PII], thank you so much. I appreciate you giving me the verbal consent to discuss it with, with [PII].
[CUSTOMER][POSITIVE] Absolutely, yeah, send it to you.
[AGENT][POSITIVE] All right, thank you, ma'am.
[CUSTOMER][NEUTRAL] OK doke.
[AGENT][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] Yeah, still here.
[AGENT][NEUTRAL] OK, alright, so what I'm gonna need to do is I'm gonna need to transfer you now on over to group billing so that they can help you with that W-9 and I'm gonna let them know that Ms. [PII] has given consent for them to talk to you and also that she wants you added um as the administrator for the policy now for the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Group policy so it's gonna be a brief hold while I transfer you on over [PII] you have a wonderful day and thank you so much for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling API. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got, um, I've got a gentleman on the phone. His name is [PII] and he's calling for group 262-87.
[AGENT][NEUTRAL] Um, cardiology specialists of.
[AGENT][NEUTRAL] Academia.
[CUSTOMER][NEUTRAL] 2627.
[CUSTOMER][NEUTRAL] OK, so this is again.
[AGENT][NEUTRAL] I spoke, I spoke with [PII], yes, um his name is [PII]. I did speak with [PII] she did give consent for [PII] to talk about uh their group policy and she also wants him to be changed to the contact person I did tell her that she can do that through the online service center but that I would mention it to group billing also um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He is calling because he wants they need to have a copy of the W-9 bec[PII] they got another group that is going to be getting on board with us so I'm gonna transfer him on over to you now.
[CUSTOMER][NEUTRAL] OK, give me, uh, one sec, uh, because I don't know what the W-9 is, and I think those ones maybe.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A customer service, but let me check.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me take her.
[AGENT][NEUTRAL] Let me get back to him and let him know that you're.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Doing some research so that he doesn't think we forgot about him.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hi this is [PII] I'm trying to get somebody on the phone for you. I just wanted to make sure that you knew that I hadn't forgot about you.
[CUSTOMER][POSITIVE] All right, I appreciate it.
[AGENT][POSITIVE] OK, thank you, sir.
[AGENT][NEUTRAL] OK, he, he knows we're trying to find something out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh shoot, I see, I see that I'm supposed to send a hub request to group billing with the name of the caller group name. uh, OK, I see it now. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much. I'll get back to him. OK, thank you.
[CUSTOMER][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Mhm bye.
[AGENT][NEUTRAL] Hello [PII], this is [PII] back with you again. So I need to send in a request to group billing to get that W-9 form for you. Um, can you give me your um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There are
[AGENT][NEUTRAL] Number uh the email address that I need to send that to?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You, you can send it to my, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And it's [PII]. So it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that is [PII].
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] That's it. That is it.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, well I'll get this taken care of for you and we'll make sure that you get that W9 form, OK?
[CUSTOMER][POSITIVE] Thank you, ma'am. I appreciate it.
[AGENT][POSITIVE] Thank you, thank you, [PII] you have a great afternoon and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye, sir.