AccountId: 011433970860
ContactId: 1433183d-ea0d-4ecd-af25-c7498b13fc72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 850330 ms
Total Talk Time (AGENT): 217246 ms
Total Talk Time (CUSTOMER): 190628 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/1433183d-ea0d-4ecd-af25-c7498b13fc72_20250428T21:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII] how are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I just spoke with uh good good I just Evi I don't know if if you know who that is, but I was trying to reach her again.
[AGENT][NEUTRAL] Oh yeah, I see.
[CUSTOMER][NEUTRAL] If not, maybe you can help me.
[AGENT][NEUTRAL] I don't know if she's still here or not. Let me take a look.
[CUSTOMER][NEUTRAL] Essentially what I'm looking for is I'm an attorney. I'm representing a client that sustained an injury. I wanna see if there's any liens on any payouts that you may.
[CUSTOMER][NEUTRAL] Uh, on the, uh, gap insurance.
[AGENT][NEUTRAL] All right. Um, can I get your first name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Last name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then did you have a policy number that you were speaking with her in regards on?
[CUSTOMER][NEUTRAL] Yes, yes, I do. Let me pull it back up. Hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oops I pulled up the wrong thing here.
[CUSTOMER][NEUTRAL] OK, it is 02.
[CUSTOMER][NEUTRAL] 53.
[CUSTOMER][NEUTRAL] 80
[CUSTOMER][NEUTRAL] 50.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK. And then if you could just verify with me the insured's name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All
[AGENT][NEUTRAL] And then [PII] is this [PII] a good callback number?
[CUSTOMER][NEUTRAL] Yeah, but I'd rather give you my cell. It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, let me reach out to Evi and see if she's available. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Do you have an email address for her? That's literally all I needed.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] If not then I'll hold, don't worry about it.
[AGENT][NEUTRAL] Yeah, give me just a second.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] bro.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Answering me.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thanks for waiting [PII] she's not responding and unfortunately I can't give out email addresses so I can reach over uh to somebody in the claims department and double check on this if you'd like me to.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, yeah, please.
[AGENT][NEUTRAL] OK, one moment. Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] in customer care. How are you?
[CUSTOMER][POSITIVE] I'm good how are you, [PII]?
[AGENT][NEUTRAL] Hey, I'm good. Um, I was wondering if you could help me with the policy. Can I give you the number?
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] Um, it's 025.
[AGENT][NEUTRAL] 38,050 for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so I, I have [PII] on the line. He just called. He spoke to [PII] and he had asked to speak to her, but she didn't respond back to me. He's just wanting to know if there's a lien on any payout.
[CUSTOMER][NEUTRAL] What we got going
[CUSTOMER][NEUTRAL] Uh, I'm pretty sure we don't hold liens, but that is going to be a legal question.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So do I need to just send like [PII] a message or?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I would send [PII]. You can copy [PII] on it because [PII], she helped [PII], like she's her backup so if she's ever out of the office, so you can copy [PII] on or.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Message [PII], copy [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I don't know if they're even here still. I think [PII] is, but she leaves at [PII] typically and [PII]. I'm not 100%. She might have to send them an email so they can follow up.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I will send them a message just let them know that if, yeah, I don't get anything back, then we'll just have to get back to him tomorrow. Thank you for letting me know that. I appreciate you.
[CUSTOMER][POSITIVE] Yeah, no problem at all.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Oh Lord have [PII].
[AGENT][NEUTRAL] All right, [PII], thank you for that so I reached out and everybody in legal is gone for today already unfortunately so I can give them your callback number or an email also if you'd like and just have them shoot you an email if you'd like.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, perfect, and, and, and I would like one more favor do you have a number for them where I can reach them directly tomorrow morning?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Alright, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] is the claims, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then what is your email address?
[CUSTOMER][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] It's A.
[CUSTOMER][NEUTRAL] Like my first initial and then it's my last name [PII], so it's a little weird because it's got two A's up front.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then at
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Law firm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read this back just to make sure I copied it down right. I have an [PII]n apple at Reyes, which is [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You got it.
[CUSTOMER][POSITIVE] You got it.
[AGENT][NEUTRAL] OK, and then call back is [PII]?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Alright perfect so I will get this over to somebody uh the claims department did advise that they don't think that we do liens against claims um but she said that we just needed to double check with legal so that's who I'm gonna reach out to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect. I, I, that's what I need verification of that's it.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK, not a problem. Have a good day.
[CUSTOMER][NEUTRAL] You see, [PII] told me [PII] told me no, but I don't, I don't think she understood what I was getting at.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh yeah, no, the other claims rep, she, she was like, I don't, you know, she was like, we don't do that to my knowledge, but you can double check with legal and of course they're already gone for the day, so.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, no problem, and the number you gave me is claims, not legal, right?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm. Correct, yep.
[CUSTOMER][POSITIVE] OK perfect so so what I'll do tomorrow.
[AGENT][POSITIVE] Alright, have a good day.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] What I'll do tomorrow is I'll call them if they haven't reached out to me yet and I'll ask them if they can verify with legal. Does that make sense?
[AGENT][POSITIVE] Yeah, sounds perfect.
[CUSTOMER][NEUTRAL] Unless I can get Legal's number.
[AGENT][NEUTRAL] Uh, no, I don't have a number for that, but, um, they, they should definitely reach out to you via email or phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] All right. You're welcome. Bye bye.
[CUSTOMER][POSITIVE] Alrighty bye.