AccountId: 011433970860
ContactId: 4e0263cd-e663-4fe3-b202-f84c8c8076d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328579 ms
Total Talk Time (AGENT): 122939 ms
Total Talk Time (CUSTOMER): 99716 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/4e0263cd-e663-4fe3-b202-f84c8c8076d6_20250217T18:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon, [PII]. My name is [PII]. I'm calling from the Ward Law group on a recorded line. I do have, uh, I have a client here that we sent a letter for the legal team to respond regarding subrogation for some payments made for an accident we are representing her for. I just wanted to follow up on that, see if there's any way we can expedite it, um, because it's the only letter that I need so I can pull out her file, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If we could just check on that.
[AGENT][NEUTRAL] OK, and so you're wanting to follow up on a segregation letter that was sent, is that correct?
[CUSTOMER][NEUTRAL] Right, we, we were advised to send over like the letter of representation and what we needed, um, so we can get a response if anything, but I haven't heard anything yet.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so I can help you with this. And what is your name again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I'm all right. Thank you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the members, um, well, first off, what um is the name of the group you're with?
[CUSTOMER][NEUTRAL] Awardlock group.
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII].
[CUSTOMER][NEUTRAL] Sorry, the policy
[CUSTOMER][NEUTRAL] I have, I have, I have two numbers, the in-house, inhospital benefit and outpatient benefit. Does it matter which one?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I just need the first, the first part of either one that were, as you will notice, they are the same before the letters ML, the numbers are the same. Mhm.
[CUSTOMER][NEUTRAL] All right. OK, yes. 01544043.
[AGENT][NEUTRAL] So either one.
[AGENT][NEUTRAL] OK, thank you. So give me a moment to locate the number, get all the members' information pulled up rather, so bear with me just one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and any information that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name or your client's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] OK, so I do not see as of now, [PII], where we have received a segregation letter. I do see where you had called in on [PII] and spoken with someone.
[AGENT][NEGATIVE] But I don't show that that was ever received.
[CUSTOMER][NEUTRAL] OK. I have here, they gave me a fax of [PII].
[AGENT][NEUTRAL] Yes, ma'am. And his attention, did you put that to?
[CUSTOMER][NEUTRAL] Let me double check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, they told I pass your attention legal team dash segregation.
[AGENT][NEGATIVE] OK, I don't know, I can't explain why, but it does not show, there's not any indication that this was received, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me see. I'll just resend. There's no other fax. That's the only number.
[AGENT][NEUTRAL] Actually, let me give you a different fax number to send this to. Well, no, you did say you had [PII]. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, so put attention claims department slash subrogation.
[CUSTOMER][POSITIVE] All right. I'll try that instead.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] But that is the correct number that you should send that to.
[CUSTOMER][POSITIVE] OK, perfect. I'll get on that. Thank you.
[AGENT][NEUTRAL] OK. Well, you're welcome. Is there anything else at the moment that I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, that was all for now.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL and I hope that you have a nice afternoon.
[CUSTOMER][POSITIVE] Thank you. You too. Bye bye.
[AGENT][POSITIVE] Yes ma'am. Thank you. Bye bye.