AccountId: 011433970860
ContactId: 15b732fc-03d7-4498-83d2-ad1da4ad0c28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 832330 ms
Total Talk Time (AGENT): 281402 ms
Total Talk Time (CUSTOMER): 228875 ms
Interruptions: 6
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/15b732fc-03d7-4498-83d2-ad1da4ad0c28_20250307T21:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon. My name is [PII]. I'm calling from the Ward Law group on a recorded line on behalf of a client of ours regarding a potential subrogation claim.
[CUSTOMER][NEUTRAL] I just wanted to follow up on some faxes that I sent over.
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, we get disconnected me see [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, uh, well, the group one or the other one? Sorry.
[AGENT][NEUTRAL] And the policy number of the member.
[AGENT][NEUTRAL] Where the claims were sent to.
[CUSTOMER][NEUTRAL] Well, I'm going to assume it's uh this one I have here 01544043.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] What's the name and date of birth?
[CUSTOMER][NEUTRAL] So, the name of our client, [PII]. Her date of birth is [PII], and she does have um two plans. This is for the one that was effective at the moment of um the accident in effective of [PII].
[AGENT][POSITIVE] Mhm. Thank you.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK. When was the last time you send in that information?
[CUSTOMER][NEUTRAL] Um, so initially I sent a fax on [PII], um, they advised that.
[CUSTOMER][NEUTRAL] They could not see it as received, so I sent it to attention of claims department slash subrogation department on [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me go over the policy and view and see what documents we have received, uh, since, um, till today. Um, can you hold for me just a minute while I go over all the information on the policy?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] Yes, no problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me, Mr. [PII]. Um, OK, so I do see the paperwork and um it looks like the process as a regular claim. So let me get with the claims department and see what we can do to send this to the legal department, OK? I do apologize for that. Um, bear with me, I'm gonna get um claims department on the line and see what we can do, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] [PII], how can I help you?
[AGENT][NEUTRAL] Hi, um, I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] Oh, my name is [PII].
[AGENT][NEUTRAL] Oh, hi [PII]. This is [PII]. Um, I have a um
[AGENT][NEUTRAL] OK, I have a law firm on the line and it looks like they sent in a claim and it was processed as a regular claim, but this is supposed to been going to the subrogation department.
[CUSTOMER][NEUTRAL] Oh no, what's the policy? I mean, what's, yeah, what's the policy number, so.
[AGENT][NEUTRAL] It's 1544043.
[CUSTOMER][NEUTRAL] Oh Lord. OK.
[AGENT][NEUTRAL] Yeah, I know. I was like, uh oh.
[CUSTOMER][NEUTRAL] Alright, so let's see what's going.
[CUSTOMER][NEUTRAL] All right and uh who's the, uh, it's [PII], is it [PII] or is it [PII] or?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Shoot.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, which plane is it?
[AGENT][NEUTRAL] It's gonna be the 356552-6.
[CUSTOMER][NEUTRAL] 5526.
[CUSTOMER][NEUTRAL] Oh shoot.
[CUSTOMER][NEUTRAL] South Miami Hospital.
[AGENT][NEUTRAL] Uh-huh, yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, but it was, it was sent from the law firm and it does say that it was for the subrogation department and uh I don't know what happened, but yeah.
[CUSTOMER][NEUTRAL] All right. OK. OK, OK. So, um, mm mm mm, let me think about this. OK, so, uh, let me see if I can pull this up and I can get it to, uh, [PII] and uh.
[AGENT][NEUTRAL] Yeah, yeah, she can let her know that uh it was processed as a claim, so uh she sent it on the [PII]. I don't know if they can do anything to expedite it because yeah, yeah.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh dear, OK, yeah, let me just see on here. I'm, I'm sorry, so let me hold. I'm just trying to, my computer is really slow. I mean, it's already on, on holiday time, you know, and it's already probably gotten its bonus and gone off someplace, you know. I mean, I'm just sitting here waiting for this thing to keep spinning. OK, let's see, so this, so you've got.
[AGENT][NEUTRAL] Yeah, it's OK.
[AGENT][NEUTRAL] Yeah, I know
[AGENT][NEUTRAL] Girl, I know.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Uh, blah blah blah. Let's see what we have. Oh, OK, all right, OK, OK, OK, OK, OK. OK, so what I'm gonna do is, um, do you, uh, well, what do you want me to do? Because what I can do is I can go ahead and, and turn this over to, I can call [PII] and see about what needs to be done with this or what do you think should happen.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I think that, yes, since we don't really uh do much with claims no more, um, and this one it was just processing correctly because it was processed as a claim instead of sending it to [PII]. So yeah, if you can just find out what to do with this and um I guess um I don't know if you want to get a call back for her, so you can call her back and explain to her. Yeah, because.
[CUSTOMER][POSITIVE] Oh, I can, if you want to, yeah, yeah, if you wanted, um, what's the phone number? Absolutely, I can do that.
[AGENT][NEUTRAL] OK. Yeah, yeah, because since you're gonna be talking to [PII], I don't know if she's gonna want you to do anything special. It's [PII].
[CUSTOMER][NEUTRAL] And who is this? Uh, is it with the law firm?
[AGENT][NEUTRAL] MRI, the law form, yeah, it's the law firm, the, the word law firm group.
[CUSTOMER][NEUTRAL] And I'm sorry, how do you spell her name? Cause I
[AGENT][NEUTRAL] Uh, I, I spelled it, but I'm not sure that I got it correctly, but I got an [PII]
[CUSTOMER][NEUTRAL] [PII]. OK, well, I'm just gonna call her [PII]. OK, so what I'm going to do now is just um I can either talk to her or we can do whatever you want, but what I'm gonna do is I'm going to uh give it a rolling sequence number and then I'm going to contact [PII]. I'm just gonna call her and give her a heads up about this and then um uh then I think my guess is that uh uh I can tell, I can tell this [PII] what we're doing.
[AGENT][NEUTRAL] Yes, MI. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But um my guess is that she will probably would rather talk to [PII], um, and, yeah, [PII] and uh yeah, so, um, so.
[AGENT][NEUTRAL] Really.
[AGENT][NEUTRAL] [PII], that's what I'm thinking too.
[AGENT][NEUTRAL] Can you ask [PII] to give her a call? Mm, OK.
[CUSTOMER][POSITIVE] Yes, that's exactly what I was planning on doing is, and then, uh, [PII] can, you know, because this, I think it would just be better if, if you and I stay out of it that [PII] handle it because she, yeah, she's higher up the food chain than I am, and I think she'll know what we're doing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, yeah, I understand.
[AGENT][NEUTRAL] Yeah, and yeah, and it was just, yeah, I understand. Yeah, I'm gonna tell her that uh we're working on it and that um we're gonna have um the person in the subrogation department give her a call back.
[AGENT][POSITIVE] And that's OK. Okey dokey.
[CUSTOMER][POSITIVE] Yes, absolutely, yeah. And what I'll, yeah, I'll do that now. I'll go ahead and call her now. OK.
[AGENT][POSITIVE] OK, thank you so much have a good day.
[CUSTOMER][POSITIVE] OK, thank you, bye.
[AGENT][POSITIVE] You're welcome. Have a good weekend. Bye bye.
[AGENT][POSITIVE] Thank you for holding Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, um, so I went ahead and spoke to the claims department. They're gonna go ahead and send it to the correct department and I do apologize for the inconvenience on this, but she's gonna uh try to expedite it and she's gonna have the person that handles subrogation give you a call back to see exactly what we can do about this, OK?
[CUSTOMER][POSITIVE] OK, OK, great.
[AGENT][NEUTRAL] OK, so I did provide the phone number to her which it was [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK. So, um, yeah, but, and they have all the documents. They know which one it is. I do see the name of the law firm and everything in this paperwork, so yeah, they, they should have everything they need and, and they will call you back and I do apologize, OK.
[CUSTOMER][POSITIVE] No, that's OK. Thank you. I appreciate the help.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Nope, that was all just checking on this.
[AGENT][NEUTRAL] OK, yeah, and I told them to, to see if they can um expedite or do something, but that's why she's gonna have her to call you so she tells you what she's gonna do, OK?
[CUSTOMER][POSITIVE] OK, all right, no problem.
[AGENT][POSITIVE] All right. All right. Have a good day and happy weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.