AccountId: 011433970860
ContactId: 6b91081c-0cbe-4bea-b818-40fafa58b3e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 831880 ms
Total Talk Time (AGENT): 206135 ms
Total Talk Time (CUSTOMER): 246693 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/6b91081c-0cbe-4bea-b818-40fafa58b3e1_20250313T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the law firm of Hughes and Coleman, and I am trying to find out some information on a client of ours who she has this insurance 90 degree benefits, and I'm trying to find out if you all have a subro interest in her case or who administers it or who I'm just trying to find out something.
[AGENT][NEUTRAL] OK, yes ma'am. Now what is her name, um, the insured?
[CUSTOMER][NEUTRAL] Her name is [PII]
[AGENT][NEUTRAL] OK, thank you, and will you please give me your name again?
[CUSTOMER][NEUTRAL] Sure, it's [PII], and I'm with the law firm of Hughes. It's [PII]
[AGENT][NEUTRAL] OK, thank you and do you mind if I get a callback number from you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. OK, let me look this up. Um, do you mind if I put you on hold for a second?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hi, Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I did find a couple of policies, but could you verify her birthday so I can make sure I have the right person.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] I'm just looking, um, and please, I'm so sorry, but can you please tell me again uh what you were needing?
[CUSTOMER][NEUTRAL] She has been in a vehicle accident and we represent her for that personal injury. So I'm trying to make sure if you all have a like a sub interest if you've paid any claims, uh, health insurance claims for her.
[AGENT][NEUTRAL] I see. OK, OK, give me.
[CUSTOMER][NEUTRAL] That are only related to this accident.
[AGENT][NEUTRAL] OK, OK, now I can, um, I'm gonna need to transfer you over to our claims department, um, and they can help you with that and they may need to research and get it back to you, but I'm gonna get you over to them, um, and let them help you um now that we have found the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you. I appreciate that. Thank you.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] No problem bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um gee.
[AGENT][NEUTRAL] Well yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you for calling AP
[CUSTOMER][NEUTRAL] Yeah, this is [PII]. How may I help you?
[AGENT][NEGATIVE] Hey, this is [PII]. um, I've got a problem.
[CUSTOMER][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] Um, I have a, um, a lawyer's office on the line. And, uh, she was calling. I'm gonna give you the policy number.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, 2,458,460.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Yes, um, I have a lawyer's office on the line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this lady, um, she verified the lady's birthday, but I did not get any kind of permission to speak with her or anything like that, um, because I really didn't know how it was handled exactly, but she said this lady was in a car accident and she needs to know if, you know, if we have paid any claims out to her from that car accident.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And I told her that I could get her over to the benefits department and they would probably need to research it and get her an answer at a later time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I just don't know what to do with it, uh, and I felt like maybe they deal with this a little more regular than we do, you know.
[CUSTOMER][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me, uh
[CUSTOMER][NEUTRAL] What am I trying to say? Look guru.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And see
[CUSTOMER][NEUTRAL] If um
[CUSTOMER][NEUTRAL] Because I'm thinking we'll probably need to end up doing a hub request for the claims department to call back but I wanna.
[CUSTOMER][NEUTRAL] Make sure
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, um.
[AGENT][POSITIVE] And that makes see, I mean, you know, that makes me to get back in touch.
[CUSTOMER][NEUTRAL] Right, because I'll have to research it. OK, lawyer, I'm just gonna type in lawyer and see what comes up.
[CUSTOMER][NEUTRAL] Because normally we don't give lien on policy, no.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Power of attorney, no. I think we would just treat them like we would.
[CUSTOMER][NEUTRAL] Anybody else trying to call because we can't even give like the agents or the brokers information unless they can verify so um if you wanna put her through to me.
[CUSTOMER][NEUTRAL] I'll ask her if the insured is there to verify.
[CUSTOMER][NEUTRAL] But it's OK to discuss the policy?
[AGENT][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] And then if not, if not, then we'll.
[CUSTOMER][NEUTRAL] Um, I'll do a hub request and ask somebody in the claims department to call them back.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][POSITIVE] OK. All right, [PII], you can, you can go ahead and put her through. You're welcome.
[AGENT][POSITIVE] OK, I like that. Thank you.
[AGENT][NEUTRAL] OK. And her name is [PII], um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I do have a call back.
[CUSTOMER][NEUTRAL] I mean, because it could be
[CUSTOMER][NEUTRAL] Anybody calling them we don't know that they're an attorney.
[AGENT][POSITIVE] That's very true, very true.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] And what is the callback number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and did she say what attorney's office she's from?
[AGENT][NEUTRAL] It's Hughes and [PII].
[CUSTOMER][POSITIVE] OK. All right, thank you so much. I appreciate you giving me that information and if you
[AGENT][POSITIVE] Oh, I appreciate you.
[CUSTOMER][NEUTRAL] You can go ahead and put her through and then I'll just uh see if the insured's there to verify and if not I can't give her information.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. OK. Gotcha. OK.
[CUSTOMER][NEUTRAL] OK. All right. Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hi Miss [PII] this is [PII] I'm with the care team so [PII] explained now that you're wanting.
[CUSTOMER][NEUTRAL] Get claim information on an insured in order for us to be able to release any kind of information we need to get the consent from the insured themselves is uh Miss [PII] there where I can get consent to talk to you about her policy?
[CUSTOMER][NEUTRAL] No, but we represent her. Would you need a letter of representation from us or do you actually have to speak to her?
[CUSTOMER][NEUTRAL] Um, you can send a letter of a personal injury case, OK.
[CUSTOMER][NEUTRAL] OK, yes, you can send the letter to uh let me give you the email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's Care Team CARE.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].