AccountId: 011433970860
ContactId: 047422ff-7896-48d4-9ce7-56a1b2f24eb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186550 ms
Total Talk Time (AGENT): 75885 ms
Total Talk Time (CUSTOMER): 66572 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/047422ff-7896-48d4-9ce7-56a1b2f24eb5_20250521T12:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the law office at [PII]. I have a client that was involved in an auto accident and provided um his APL insurance card. I need to know who I need to send my subrogation letter to.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][POSITIVE] And I'll be more than happy to help you with the segregation, and may I have a good contact number in case we're disconnected, [PII], and then the member's policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And do you mean the member number?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It depends on the car.
[CUSTOMER][NEUTRAL] Because I'm looking at the card and.
[AGENT][NEUTRAL] It should say in hospital or outpatient policy cert number.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mm nope.
[AGENT][NEUTRAL] Does the member
[CUSTOMER][NEUTRAL] It says.
[CUSTOMER][NEUTRAL] It says for benefits and claim inquiries, the member name member number, effective date group number.
[AGENT][NEUTRAL] What's the member number?
[CUSTOMER][NEUTRAL] Group affiliate
[CUSTOMER][NEUTRAL] 02356255
[AGENT][NEUTRAL] OK, that's it. Hold on one moment.
[AGENT][NEUTRAL] OK, can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so to submit a subrogation request, you can mail it or you can fax it. Um, did you prefer one or the other? I can give you both.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Um, let me get the mailing address, but I'm gonna fax it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, so the mailing address, it will be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then our fax number um is also attention APL claims department and it's 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] OK, and then this is the number I call for updates or do they have a different number, the segregation department?
[AGENT][NEUTRAL] No, you will still call this number. There's no um like direct to the claims department.
[CUSTOMER][NEUTRAL] That's number.
[CUSTOMER][POSITIVE] OK, alright, awesome, that's all I needed thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.