AccountId: 011433970860
ContactId: 11d73a44-4de9-4c16-a190-2563ae0ddf16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 652239 ms
Total Talk Time (AGENT): 119284 ms
Total Talk Time (CUSTOMER): 215445 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/11d73a44-4de9-4c16-a190-2563ae0ddf16_20250604T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from an attorney's office. I need to speak to someone in reference to a client of mine that has APL and I sent the subrogation letter via fax, and I need to know who I can speak with to see if that was received by you guys.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, just, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number of the person you're asking for or asking about?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, let me look at his card. He gave me a copy of his card.
[CUSTOMER][NEUTRAL] Is it the member number?
[AGENT][NEUTRAL] Um, it should say policy certificate number.
[CUSTOMER][NEUTRAL] No, it, this is, it's, it's this is his health insurance number, his health insurance card, so all it's gonna have is um his member number, effective date, his name.
[CUSTOMER][NEUTRAL] Who his employer is.
[CUSTOMER][NEUTRAL] Group affiliate group number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's his last name?
[CUSTOMER][NEUTRAL] Uh it is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Give me one moment while I look that up. And um one more time explain to me what you're needing.
[CUSTOMER][NEUTRAL] OK, he was involved in an accident. This is his health insurance. So when a person has health insurance, we have to tell the health insurance we represent them and send them a subrogation letter. So if the health insurance paid anything, we have to pay them back out of settlement.
[CUSTOMER][NEUTRAL] So the department is called subrogation department.
[AGENT][NEUTRAL] OK, is it S U B R I G A T I O N?
[CUSTOMER][NEUTRAL] S U B R O G A T I O N.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK, sorry.
[CUSTOMER][NEUTRAL] Subrogation.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was his first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me just a moment while I look him up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what state?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]? OK, thank you so much.
[AGENT][NEUTRAL] Give me just a moment while I'm looking them up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify his date of birth for me, please?
[CUSTOMER][NEUTRAL] Sure it is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. I want to make sure I got the right one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and one moment let me see if um the person who handles that is in um I'm gonna put you on a brief hold OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Oh, give me just one moment it wasn't letting me transfer.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] with the care team. Uh, can you hear me?
[CUSTOMER][POSITIVE] Yes, I can.
[AGENT][NEUTRAL] OK, I have an attorney on the line, [PII].
[AGENT][NEUTRAL] Um, and she is calling for a subrogation letter.
[CUSTOMER][POSITIVE] OK, um, she would have to fax that request in writing, and then I will send her a letter, and I'll be more than happy to help her if I need to.
[AGENT][NEUTRAL] I mean, do you want the policy number?
[CUSTOMER][NEUTRAL] I to speak with her.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. It's 23.
[AGENT][NEUTRAL] 56
[AGENT][NEUTRAL] 314.
[CUSTOMER][NEUTRAL] OK, and does, and what's your name, um, what is our insured's name?
[AGENT][NEUTRAL] Yes, she's verified everything. [PII].
[CUSTOMER][NEUTRAL] OK, and that's not what I got pulled up. So what was that policy number again?
[AGENT][NEUTRAL] 23 56 341.
[CUSTOMER][NEUTRAL] And can you verify his date of birth?
[AGENT][NEUTRAL] Yes, she did verify his date of birth.
[CUSTOMER][NEUTRAL] OK, what is your callback number in case we get disconnected?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And you said her name is [PII]?
[AGENT][NEUTRAL] I, I'm sorry, I believe it's uh [PII].
[CUSTOMER][NEUTRAL] Oh [PII]. OK. [PII] And did she say what law firm she's with?
[AGENT][NEUTRAL] Um, no, this is the first attorney call I've ever gotten, so I didn't know what else to ask.
[CUSTOMER][POSITIVE] OK, OK, that's fine. You can transfer her. I'll be happy to help her.
[AGENT][POSITIVE] Alright, thank you so much. Give me just one moment, I'll let her know um that I'm transferring her to you.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Just said, are you still on the line?
[CUSTOMER][NEUTRAL] Yeah, I'm here.
[AGENT][POSITIVE] Alright, I have [PII], uh, she'll be able to help you.
[CUSTOMER][POSITIVE] Awesome thank you.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. Hello. Now, um do you spell your name [PII]?
[CUSTOMER][NEUTRAL] Yes, that's correct. OK, and you're calling um in regards uh to [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, subrogation for [PII].
[CUSTOMER][NEUTRAL] OK, and what law firm are you with?
[CUSTOMER][NEUTRAL] Gibbs, G I B B S and Parnell, P A R N E L L.
[CUSTOMER][NEUTRAL] OK. Thank you, [PII]. And you're wanting to know about subrogation on this po if you on this policy?
[CUSTOMER][NEUTRAL] Correct, I, we initially sent the letter to an address we had [PII] via certified mail. Then I re I didn't get a response, so [PII] I faxed an LOR a letter representation, so I wanted to know if you guys received that, if someone's been assigned to it, do I need to send it somewhere else?
[CUSTOMER][POSITIVE] OK, OK, give me just a few minutes and I'll be happy to look into this for you. Uh, one second please.
[CUSTOMER][NEUTRAL] And when did you first send that letter to us?
[CUSTOMER][NEUTRAL] Uh, let's see here. [PII], the uh certified and regular man.
[CUSTOMER][NEUTRAL] Just a few minutes