AccountId: 011433970860
ContactId: fceaae8b-1ae9-4055-bc41-00b3c33e9110
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1617979 ms
Total Talk Time (AGENT): 427976 ms
Total Talk Time (CUSTOMER): 385476 ms
Interruptions: 5
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/fceaae8b-1ae9-4055-bc41-00b3c33e9110_20250305T22:04_UTC.wav
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[AGENT][POSITIVE] Good Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I am just trying to see if I can get in touch with uh a person who can help me fill out some new forms. It looks like our address on file is um like to send our payments through you know like through our payroll to you guys it's not correct it doesn't match and so I'm needing to get a new form updated just showing what your correct remit to addresses.
[CUSTOMER][NEUTRAL] Is that something you could help me with or maybe someone else?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] I'm so sorry. I just had an entire conversation on mute. I apologize.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] You're OK. I was like, I don't hear anything.
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Um, so I was asking, so you said you need a form with the new address or you're just wanting me to give it to you over the phone?
[CUSTOMER][NEUTRAL] Um, I think just a new W-9 if you're, you have a W-9 that can show your remit too, I think that's probably enough for me.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And you said you're with the group, right?
[CUSTOMER][NEUTRAL] Yes, I'm with Clovis Municipal Schools.
[AGENT][NEUTRAL] And um may I have your name and the group number?
[CUSTOMER][NEUTRAL] Let me see if I have the group number um I'm doing this on.
[AGENT][NEUTRAL] OK, if not, I can look at.
[CUSTOMER][NEUTRAL] OK, I might have it. Let's see.
[AGENT][NEUTRAL] It's OK. I can look it up with the name again. You said it's Clovis, C L O V I S?
[CUSTOMER][NEUTRAL] Yes, municipal schools.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Municipal schools. OK, hold on one moment.
[AGENT][NEUTRAL] Here it is
[AGENT][NEUTRAL] OK, so I have the group here and then I just need a good contact number in case we're disconnected and then your name.
[CUSTOMER][NEUTRAL] OK, my phone number is [PII] and my name is [PII].
[AGENT][NEUTRAL] OK, thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, wait a minute.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] That's the group for underwriting. I don't see anything about [PII].
[AGENT][NEUTRAL] OK, hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. So there's two things. Um, the only one that is listed on the policy or the group is [PII] for us to speak with. So I'm gonna um let you know how to do both things in one. So you're gonna um send an email to the care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the email address is [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And we'll just need a group contact update and um from [PII], whoever can call and speak on behalf of the group, but also in that email, let them know of the new remit that you need with the address, so we'll do everything at once.
[CUSTOMER][NEUTRAL] OK, because I did send an email to, it looked like the address we had email we had on file was [PII] and I included [PII].
[CUSTOMER][NEUTRAL] And I put [PII] on that email, so I don't know if there was anything more I was supposed I mean I can transfer you to [PII] she is just down the hall.
[AGENT][NEUTRAL] Um, hold on one moment. No, that's fine. If, if you like, I can um verify with her and then just get permission to speak with you on this call, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That would be fine too, and then I can get you over to Broker Resources.
[CUSTOMER][NEUTRAL] OK, let me see if I can.
[CUSTOMER][NEUTRAL] Transfer you over to her and see if she can go ahead and get that permission real quick. OK, one moment.
[AGENT][POSITIVE] OK, take your time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Insurance this is [PII].
[AGENT][NEUTRAL] Hi, [PII], this is [PII] with APL. Um, I'm helping [PII]. I just need you to verify the group for me and give me permission to speak with [PII].
[CUSTOMER][NEUTRAL] Um, just like the group name Clovis Municipal schools.
[AGENT][NEUTRAL] Yes, and then the address and then your email address.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh my email is [PII].
[CUSTOMER][NEUTRAL] And we have a couple of addresses. Is it [PII] or [PII].
[AGENT][NEUTRAL] It's both, so you're fine either way. And um for this call, do I have permission to speak with [PII]?
[CUSTOMER][POSITIVE] OK. OK, great.
[CUSTOMER][NEUTRAL] Yes, she is our chief procurement officer, so she would have she would be the one that changes the addresses to to verify all that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if you can, because right now you're the only contact for the group, it actually, you know what, she said she sent an email, so I'm gonna have the email team check on that email first. Never mind.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then I do have permission to speak with her and that's all.
[CUSTOMER][NEUTRAL] OK, do you want me to send you back to her?
[AGENT][NEUTRAL] Um, yes, please.
[CUSTOMER][NEUTRAL] OK, uh, we got a new phone, so, um, bear with me if I accidentally hang up on you, we're still working on it. OK, I'll transfer you. One second please.
[AGENT][POSITIVE] OK, take your time. It's totally fine. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Hey [PII], this is [PII]. Um she transferred me back to you. Um, hold on one moment for me, OK? I'm looking up the W9.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, sounds great thank you.
[AGENT][POSITIVE] OK, you're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good. How about you?
[AGENT][NEUTRAL] I'm doing good. I just have a question. Do we, so I have a group on the line, they're asking for a W-9 with our new remittance address on it. Do we give that or because I offered to give it over the phone, I mean, not remittance.
[AGENT][NEUTRAL] Address, the routing and account number.
[CUSTOMER][NEUTRAL] Yeah, I have one I can send uh if you uh email me or ask him your email or if you already have it I can email it to him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or I could give it to you. Let me see, hold on a second, so you have it. That would probably be nicer. Is it two Ns or what one N in your name?
[AGENT][NEUTRAL] I mean,
[AGENT][NEUTRAL] It's too
[CUSTOMER][NEUTRAL] OK. [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, let me drag this over. Let's see where is it.
[CUSTOMER][NEUTRAL] I'm gonna send it to you in um.
[AGENT][NEUTRAL] I'm gonna check back with her. Hold on one second, OK?
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you for holding. So I'm on the other line with group billing. She's getting ready to send me the form that you're asking for and um when I get back on the line, I'll get your email and send it to you.
[CUSTOMER][POSITIVE] OK, that works thank you.
[AGENT][NEUTRAL] Alright, I just want you to know what I was doing. Hold on one moment, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Hey, I think I just got it. Hold on. You sent it to me, right? Because I think I just saw your name pop up.
[CUSTOMER][NEUTRAL] Yeah, I put it in um Teams.
[AGENT][POSITIVE] Yes. OK, thank you very much.
[CUSTOMER][POSITIVE] No problem. Glad I could help.
[AGENT][POSITIVE] All right, have a good night.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Alright, bye bye.
[AGENT][NEUTRAL] OK, hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, thanks for holding. So I have the form here and what's a good email address for you?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, hold on one moment. I'm gonna, I just want to make sure you have it. I'm sorry you didn't receive it through the email.
[AGENT][NEUTRAL] Download, hold on one moment.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, I'm gonna place you on just another brief hold while I send the email, OK?
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], and thanks again for holding. So I just sent it over to you. Um, let me know when you receive it. It may come in your spam, but it's coming from care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I'm just waiting for it to come through.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, I'll keep checking the spam as well.
[CUSTOMER][NEUTRAL] Still waiting for that.
[CUSTOMER][NEUTRAL] I'm still not seeing it.
[AGENT][NEUTRAL] And it's [PII] [PII] [PII]. [PII], right? OK, I just want to make sure I can resend it if you like.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, yeah, that would be good just to see if maybe sometimes I know that emails don't talk as fast, but if it's like ones that we don't, you know, email on a regular, yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Use often. Mhm.
[CUSTOMER][NEUTRAL] I wonder if maybe somebody did try to reach out and it's just not coming through.
[AGENT][NEUTRAL] That could be too.
[AGENT][NEUTRAL] OK, this one is just like the generic one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me know if you get that one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm wondering if you can try maybe [PII]'s and see if it goes through hers.
[AGENT][NEUTRAL] I can, um, yeah, I can send it to her as well. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And hers is [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] At closes, OK.
[AGENT][NEUTRAL] Oh, I see. Hers is .org. Should yours be .org?
[CUSTOMER][NEGATIVE] Oh gosh, yes, that is so my fault.
[AGENT][POSITIVE] OK, no worries. I'm just gonna put yours under here. I'll um put you as a CC on here.
[CUSTOMER][POSITIVE] OK. That is definitely my fault. I, I forget about that old.org. I'm so glad that you caught that.
[AGENT][NEUTRAL] Well, you're very welcome. OK, so here you go. Let me know if you received it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think I'm gonna have to write my email down just so I could remember.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I got it now.
[CUSTOMER][POSITIVE] Awesome thank you so much. I really do appreciate you being patient and making sure that I did get that that's very helpful.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] Well, you're very welcome. And was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Um, I don't think so. I think this is all this should be what we need to go ahead and.
[CUSTOMER][NEUTRAL] Get this well. Hold on just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanna make sure that the address matches only because.
[CUSTOMER][NEUTRAL] Um, that's what our problem is, is the remit to address that we send the payment has to match, I guess what we have on file.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] So the I'll I'll actually send this over back to you. It says that.
[CUSTOMER][NEUTRAL] There's a different address to receive payment.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And so it's not listed on that W9. Is there any way?
[CUSTOMER][NEUTRAL] We can get something showing.
[AGENT][NEUTRAL] Here, let me do this. Let me get you the group billing because group billing sent me this, so I'm not sure what exactly is um
[AGENT][NEUTRAL] I'm not sure what's being asked for to to let you know, but your billing sent me this to um send to you. So let me get a group billing rep and then they can um help you more, you know, further because that's the department that would work with it anyway.
[CUSTOMER][POSITIVE] OK, that would be perfect. I appreciate that.
[AGENT][NEUTRAL] You're very welcome. Um, hold on one moment and before I do that, was there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am, you've been helpful. Thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] OK, I'm gonna transfer and thanks for calling APL. Hold on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] um on the care team. How are you?
[CUSTOMER][POSITIVE] Hey [PII], I'm good how are you?
[AGENT][NEUTRAL] I'm doing good. I have a group, um, well, the group admin gave permission to speak to her. Um, they're gonna send an email to update their contacts, but they're asking for a W-9 that shows the same address as the remittance address for payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK, yeah, um.
[AGENT][NEUTRAL] I called
[CUSTOMER][NEUTRAL] Yeah sorry go ahead.
[AGENT][NEUTRAL] Oh no, you're fine. Um, so I called over before and um I did not write who I spoke with, but she sent me over the W9, but they're saying that the address on here isn't the same as the the payment address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, um, let me see, let me pull up the W9.
[AGENT][NEUTRAL] So I didn't know how to help them further.
[CUSTOMER][NEUTRAL] Do you, let's see, let me look at the W9 we have here because we should have an updated one actually um let me see. You can go ahead and put her through to me and I um I'll check on this for her. It might be that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I don't know if an updated one is in guru, um but I'm gonna check and see if I have a copy of it so you can put her what's her name?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK, you can put her through.
[AGENT][NEUTRAL] OK, and then what was your name again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. Oh, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's OK, it's OK when you get going it's hard to, it's hard to catch everything. It's OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Right, I'm sorry. OK, hold on one moment.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thanks so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] All righty, sounds good. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you doing?