AccountId: 011433970860
ContactId: fe612623-7b16-47b2-8509-cded78346ce2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409170 ms
Total Talk Time (AGENT): 208209 ms
Total Talk Time (CUSTOMER): 152569 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/fe612623-7b16-47b2-8509-cded78346ce2_20241231T21:47_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I work with uh Cardiology Associates of Acadiana in their accounts payable department. And I just received my first invoice from y'all, but I need a W9 to get you set up as a vendor so I can get you paid.
[AGENT][NEUTRAL] The same.
[AGENT][NEUTRAL] OK, so you're needing to get a W-9, [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes ma'am. Yes ma'am.
[AGENT][NEUTRAL] OK, so, so what I need to do first off is to um.
[AGENT][NEUTRAL] I can partially help you. I'm gonna need to pull the group's information up first.
[AGENT][NEUTRAL] Um, to verify some things with you for security and then we can go from there. So first off, what is a good call back number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you. And the group number?
[CUSTOMER][NEUTRAL] Is 262-87.
[AGENT][NEUTRAL] 262-87. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you had given me the name. If you could verify the address for the group, please.
[CUSTOMER][NEUTRAL] Absolutely let me go back up here and see there there's several, so let me go back up here and see which one we use and that is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the primary contact for the group?
[CUSTOMER][NEUTRAL] Would be [PII].
[AGENT][NEUTRAL] Uh, also, so who else would we have?
[CUSTOMER][NEUTRAL] Um, Karen Care.
[AGENT][NEUTRAL] And what is [PII]'s email?
[CUSTOMER][NEUTRAL] I, I can give you [PII]'s new email.
[AGENT][NEUTRAL] Um, I'm gonna have to
[CUSTOMER][NEUTRAL] I, I, I, I, I don't know which one you would have on file is why I say it that way.
[AGENT][NEUTRAL] OK. So we just need to see which one we have. And I can, you'll have to just give me each of them until we can verify the one that we have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and that's OK. I have [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh
[AGENT][POSITIVE] OK, thank you. All right.
[AGENT][NEUTRAL] So, and the
[AGENT][NEUTRAL] OK. So for some reason, the phone num, what is the main phone number for the group or for her?
[CUSTOMER][NEUTRAL] Oh no, that, that's, that's the old one.
[CUSTOMER][NEUTRAL] because the number that I gave you is for me and that would be [PII]'s or [PII]'s old one. I'm sorry.
[AGENT][NEUTRAL] OK, so what.
[CUSTOMER][NEUTRAL] T
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, 3
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, alright, so just a moment.
[AGENT][NEUTRAL] OK, so what I will do is I will send the request to have one of those mailed to the group, um, and it would.
[AGENT][NEUTRAL] Currently you are not listed as an authorized contact for the group, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am. I, I, I, I understand, I understand.
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] We are actually gonna have to receive an email from [PII] requesting it and we also need to have her include a correction on the phone number that we have on file for the group in that email. I can give you the email address that she would need to send this request to.
[AGENT][NEUTRAL] Because you're not an authorized contact um.
[AGENT][NEUTRAL] I just miss I overspoke in what I just said about me being able to send a request. We can only request that.
[CUSTOMER][NEUTRAL] She, she needs to send a request to you, but I, I, and I completely understand.
[AGENT][NEUTRAL] She would have to, correct. There we go.
[AGENT][POSITIVE] Long day. I'm sorry.
[CUSTOMER][NEUTRAL] I, I, I do.
[AGENT][NEUTRAL] I'm sorry, long day, and if she would like to have you added as one of the contacts for the group, she can include that in this email and the email that she's gonna need to send it to will be care team.
[AGENT][NEUTRAL] At
[CUSTOMER][NEUTRAL] And that's what care team's gonna be all one word.
[AGENT][NEUTRAL] A
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] OK, uh, I'm sorry, [PII].
[AGENT][POSITIVE] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] Alright, I will, I will get a hold of Tren and have her do that and she just needs to request this W-9 and and.
[AGENT][NEUTRAL] That is correct. And then, and
[CUSTOMER][NEUTRAL] And and and like she she doesn't necessarily have to add me to it. I, I just need to be able to.
[CUSTOMER][NEUTRAL] To be able to pay your bill
[AGENT][NEUTRAL] So and and that's if she wants you to like to be authorized for us to speak to you regarding an invoice or any question like that in the future, you know, she, we would have to have you added because we can't just provide that information.
[CUSTOMER][NEUTRAL] Certainly, certainly.
[AGENT][NEUTRAL] Um, and then also the phone number for the group. Please ask her to include what the primary number on file for the group needs to be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And primary phone for the group um need to say I'm typing this all out as I as we're talking.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You're fine. Yeah, no, you're fine.
[CUSTOMER][POSITIVE] Alright, I, I, I will, I will have her do that this afternoon or possibly it may be Thursday morning now, but, but I will get in contact with [PII] this afternoon and, and have her do this so we can get it set up and get you paid.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, [PII]. Well, that sounds, that sounds like a plan to me. [PII]o is there anything else I, absolutely. Can I help you with anything else today?
[CUSTOMER][POSITIVE] Thank thank you so much, hon.
[CUSTOMER][POSITIVE] No, that'll be it. Have a, have a great [PII]'s son.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You too. Happy [PII] to you as well and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Mm bye bye.
[AGENT][NEUTRAL] Uh, bye-bye.