AccountId: 011433970860
ContactId: 5e7ab36f-1d54-4cda-bc1b-cc56cb06852e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277130 ms
Total Talk Time (AGENT): 92199 ms
Total Talk Time (CUSTOMER): 112934 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/5e7ab36f-1d54-4cda-bc1b-cc56cb06852e_20250513T15:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], good morning. I'm [PII] with Hammock Law Firm. I just called in on
[CUSTOMER][NEUTRAL] Verify on who is handling subrogation for our client.
[AGENT][NEGATIVE] OK, you said you called and I couldn't really hear you. It was muffled. You called in and then I heard segregation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I called in to verify several on who is handling subrogation for our client.
[AGENT][NEUTRAL] OK, um, and let me take a look. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. My name is [PII]. My callback number is [PII].
[AGENT][NEUTRAL] Thank you for that and [PII], may I have a, I'm sorry, the member's policy number?
[CUSTOMER][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] It is 02520815.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Take your time. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure. Um,
[CUSTOMER][NEUTRAL] So our client is [PII], but I can see that the
[CUSTOMER][NEUTRAL] Coverage is through [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth, date of birth, our client's date of birth is on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so you're wanting to
[AGENT][NEUTRAL] Speak with whoever or you just wanting to know who's over the subrogation or the subpoena.
[CUSTOMER][POSITIVE] Um, I wanted to know, but if I can speak with them, that would be good too. Thank you.
[AGENT][NEUTRAL] OK, hold on one moment. Have you already submitted a request?
[CUSTOMER][NEUTRAL] Um, not yet, because initially we sent the, uh, the request to multi-plan, but they said they're not handling suffocation. So they, we reverted back to
[CUSTOMER][NEUTRAL] To you guys.
[AGENT][NEUTRAL] OK, um, I mean, because the leak it's not like a particular person, but if you need to file, if you need to submit a request, I can tell you how to do that.
[CUSTOMER][POSITIVE] Sure, that would be great.
[AGENT][NEUTRAL] OK, so you can mail it or you can fax it.
[AGENT][NEUTRAL] Um, our mailing address, it'll be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] And our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] Um, just to be sure, the fax number is [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And just to be uh completely sure, you guys handle in-house subrogation, right? You don't have any third-party uh
[CUSTOMER][NEUTRAL] Handling segregation for you.
[AGENT][NEUTRAL] Right, this is coming straight to American Public Life.
[CUSTOMER][POSITIVE] Alright, got it. Thank you so much. I'll send the request as well as the um letter of representation and the HIPAA through fax. Thank you.
[AGENT][NEUTRAL] Alrighty. Welcome. Well, was there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] None, thank you so much for all your help and all and your time. Thank you.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too.