AccountId: 011433970860
ContactId: 29c13555-aaa2-47e9-87dc-52d1adcd5de3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383070 ms
Total Talk Time (AGENT): 220815 ms
Total Talk Time (CUSTOMER): 203855 ms
Interruptions: 11
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/29c13555-aaa2-47e9-87dc-52d1adcd5de3_20250203T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] over in customer care. How are you doing today?
[AGENT][POSITIVE] Doing well sir thank you how are you?
[CUSTOMER][NEUTRAL] I'm good thank you for asking uh I have a customer on the line she's within a law office actually and she was calling to ask if we place any liens on like compensations for like accidents and I found the answer was no, but then she's asking me if we have a way to send any sort of letter and I was advised to call claims is something that you guys do or can we do?
[AGENT][NEUTRAL] Um, that we would send a letter to them letting them know that.
[CUSTOMER][NEUTRAL] Yeah, like a letter to the law office just advising them that we don't do that, or is there a way they can find that information maybe on our site?
[AGENT][NEUTRAL] Um, that I'm not so sure about now, um, I do know that a lot of times we'll get something, um, you know, in, in the claims department where we'll get a notification from them asking if there's any, um.
[AGENT][NEUTRAL] I believe you know if there's any claim or any claims that were paid out kind of like uh they're wanting to know if if uh we paid any of the claims for, you know that that accident.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I believe it it is.
[AGENT][NEUTRAL] Like subrogation I think it's called.
[CUSTOMER][NEUTRAL] Yeah, that's the word she used. I never heard that before, um, and so she was like, yeah, I told her I said, you know, no, we don't, we don't, um, place any liens or anything like that on him and she goes, Well, can you send me a letter just confirming? and I said, you know, I'm not sure so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, usually like I said, we'll get that subrogation like letter from that law office and then I I believe well whenever I've received them in the claims queue I just send them to the legal team because they usually will, you know, let them know that there is no lien or anything like that, um, so they can have it in writing because they probably wanna make sure they have it for their file, um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I mean I guess I can you know take the call and explain that to them if they want now as far as just a letter letter I don't know I could I could reach out to [PII] maybe and ask um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean I do have the policy information. She did give me that she was able to verify the info and everything too.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, go ahead and, and, uh, provide me that policy number.
[CUSTOMER][NEUTRAL] The policy number that she gave me was 01544043.
[AGENT][NEUTRAL] OK, and um who's on the line here?
[CUSTOMER][NEUTRAL] Um, so the person we're speaking to is [PII] at the law office, mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm right, OK.
[AGENT][NEUTRAL] And that's their phone number listed there, the [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am, yeah, and she verified all of [PII]'s information for me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um.
[AGENT][NEUTRAL] You can go ahead and transfer her over and I'll kind of speak with her and let her know um like from my uh pers you know what what I know and then um I can also reach out and ask [PII] like I said, usually I believe that that's if they want something in writing they're gonna need to probably send a request to us and you know be in that subrogation letter so but I'll be happy to speak to her, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yeah, thank you so much and I'll file that information now I know what that all means, so I, I appreciate it thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] All right, here she comes.
[AGENT][POSITIVE] Thank you, have a good day.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] I think coming right.
[AGENT][NEUTRAL] Hi, is this [PII]?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK, hi [PII], my name is [PII]. I'm in the claims department, uh, support team. So, um, I understand you're needing like a subrogation letter or information regarding subrogation, right?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, I make it so you.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, so, um, [PII] was asking if we could give you a letter or something stating that there is no now usually the process I believe is you would send a request to us asking for that information and then we can respond to that request.
[CUSTOMER][POSITIVE] OK, that's great. Where can I send that to?
[AGENT][NEUTRAL] Um, I can give you both our claims fax number and also our mailing address.
[CUSTOMER][NEUTRAL] All right, yes, I'll take both.
[AGENT][NEUTRAL] OK, so that claims fax number is gonna be 877.
[CUSTOMER][NEUTRAL] um and then we're gonna get.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then I, you know, I would just kind of mark it like it's, it's a subrogation or it needs, you know, because usually what happens is when we receive that information our claims department gets forwarded to our legal team and then they handle it from there as far as um you know checking to make sure there's no liens or anything like that but we don't generally have liens so but like I said if you're requesting in writing we just would prefer to you know answer that request.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] There's another number in mind that your children get to this number.
[CUSTOMER][POSITIVE] innovation also let me know and I can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then our claims mailing address or where you can mail it to is gonna be um you would address it to APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, I mean, you know, like, you know.
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So that
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] But it's up to you. Perfect. Thank you for your help.
[AGENT][NEUTRAL] 8950.
[AGENT][NEUTRAL] You're welcome. Did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that was all.
[AGENT][POSITIVE] Thank you so much for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.