AccountId: 011433970860
ContactId: 21061e9e-8b26-4d05-8571-6f9217a67dbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265660 ms
Total Talk Time (AGENT): 142659 ms
Total Talk Time (CUSTOMER): 151270 ms
Interruptions: 6
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/21061e9e-8b26-4d05-8571-6f9217a67dbd_20250307T21:46_UTC.wav
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[AGENT][NEUTRAL] [PII], how can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm sorry, I didn't catch your name.
[AGENT][NEUTRAL] Oh, my name is [PII].
[CUSTOMER][NEUTRAL] Oh, hi [PII], this is [PII]. Um, I have a um
[CUSTOMER][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 segregation department.
[AGENT][NEUTRAL] Oh no. What's the policy? I mean, what's, yeah, what's the policy number?
[CUSTOMER][NEUTRAL] It's 1544043.
[AGENT][NEUTRAL] Oh Lord. OK.
[CUSTOMER][NEUTRAL] Yeah, I know. I was like, uh oh.
[AGENT][NEUTRAL] All right, so let's see what's going.
[AGENT][NEUTRAL] All right. And uh who's the, uh, it's [PII]? Is it [PII] or is it [PII] or?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Shoot.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, which claim is it?
[CUSTOMER][NEUTRAL] It's gonna be the 356-552-6.
[AGENT][NEUTRAL] 5526.
[AGENT][NEUTRAL] Oh shoot.
[AGENT][NEUTRAL] South Miami Hospital.
[CUSTOMER][NEUTRAL] Uh-huh, yeah.
[AGENT][NEUTRAL] Oh
[CUSTOMER][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.
[AGENT][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.
[CUSTOMER][NEUTRAL] Yeah, yeah, you 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.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Oh
[AGENT][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.
[CUSTOMER][NEUTRAL] Yeah. It's OK. Yeah.
[CUSTOMER][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][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?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][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.
[AGENT][POSITIVE] Oh, I can, if you want to, yeah, yeah, if you wanted, um, what's the phone number? Absolutely, I can do that.
[CUSTOMER][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].
[AGENT][NEUTRAL] And who is this? Uh, is it with the law firm?
[CUSTOMER][NEUTRAL] MRI, the law form, yeah, it's the law firm, the, the word law firm group.
[AGENT][NEUTRAL] And I'm sorry, how do you spell her name? Because I
[CUSTOMER][NEUTRAL] Uh, I, I spelled it, but I'm not sure that I got it correctly, but I got an [PII]
[AGENT][NEUTRAL] I [PII]. OK, well, I'm just gonna call her [PII]. OK, so what I'm going to do now is this, 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.
[CUSTOMER][NEUTRAL] Yes, [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But um my guess is that she will probably would rather talk to [PII], um, and, yeah, [PII] in, uh, yeah, so, um, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], that's what I'm thinking too.
[CUSTOMER][NEUTRAL] Can you ask [PII] to give her a call? Mm, OK.
[AGENT][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 stayed out of it let [PII] handle it because she's, yeah, she's higher up the food chain than I am, and I think she'll know what we're doing so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, yeah, I understand.
[CUSTOMER][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.
[CUSTOMER][POSITIVE] And that's OK. Okey dokey.
[AGENT][POSITIVE] Yes, absolutely, yeah. And what I'll, yeah, I'll do that now. I'll go ahead and call her now. OK.
[CUSTOMER][POSITIVE] OK, thank you so much have a good day.
[AGENT][POSITIVE] OK, thank you, bye.
[CUSTOMER][NEUTRAL] You're