AccountId: 011433970860
ContactId: 740831f2-96a0-4f95-b1bf-e1a5cfca4dbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394640 ms
Total Talk Time (AGENT): 179470 ms
Total Talk Time (CUSTOMER): 160339 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/740831f2-96a0-4f95-b1bf-e1a5cfca4dbb_20250313T19:39_UTC.wav
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[AGENT][POSITIVE] Thank you for calling AP
[AGENT][NEUTRAL] Yeah, this is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hey, this is [PII]. Um, I got a problem.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][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, um, 2,458,460.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Yes, um, I have a lawyer's office on the line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][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.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][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.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][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.
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me, uh,
[AGENT][NEUTRAL] What am I trying to say? Look guru.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And see
[AGENT][NEUTRAL] If, um,
[AGENT][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.
[AGENT][NEUTRAL] Make sure
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Yeah. Um.
[CUSTOMER][POSITIVE] And that makes see, I mean, you know, that makes you to get back in touch.
[AGENT][NEUTRAL] Right, because they'll have to research it. OK, lawyer, I'm just gonna type in lawyer and see what comes up.
[AGENT][NEUTRAL] Because normally we don't give lien on policy, no.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Power of attorney, no, I think we would just treat them like we would.
[AGENT][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.
[AGENT][NEUTRAL] I'll ask her if the insured is there to verify.
[AGENT][NEUTRAL] But it's OK to discuss the policy.
[CUSTOMER][NEUTRAL] Right. OK.
[AGENT][NEUTRAL] And then if not, if not, then we'll.
[AGENT][NEUTRAL] Um, I'll do a hub request and ask somebody in the claims department to call them back.
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][POSITIVE] OK. All right, [PII], you can, you can go ahead and put her through. You're welcome.
[CUSTOMER][POSITIVE] OK, I like that. Thank you.
[CUSTOMER][NEUTRAL] OK. And her name is [PII]. um.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I do have a call back.
[AGENT][NEUTRAL] I mean, because it could be
[AGENT][NEUTRAL] Anybody calling them, we don't know that they're an attorney.
[CUSTOMER][POSITIVE] That's very true, very true.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And what is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and did she say what attorney's office she's from?
[CUSTOMER][NEUTRAL] It's [PII] and [PII].
[AGENT][POSITIVE] OK. All right, thank you so much. I appreciate you giving me that information and if you
[CUSTOMER][POSITIVE] Oh, I appreciate you.
[AGENT][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.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right. OK. Gotcha. OK.
[AGENT][NEUTRAL] OK. All right. Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] I'm with the care team so [PII] explained to me that you're wanting.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Get claim information on an insured.
[AGENT][NEUTRAL] In order for us to be able to release any kind of information, we need to get the consent from the insured themselves.
[CUSTOMER][NEUTRAL] Yeah, I'm
[AGENT][NEUTRAL] 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?
[AGENT][NEUTRAL] Um, you can send a letter of reference.
[CUSTOMER][NEUTRAL] We represent her in a personal injury case. OK.
[AGENT][NEUTRAL] OK, yes, you can send the letter to, uh, let me give you the email address.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I lost you at is it [PII]?
[AGENT][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] so [PII].
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] OK perfect I will make sure that you get that letter as soon as possible. Is there a policy number or a claim number or anything like that?
[AGENT][POSITIVE] Yes, you got it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can't give that information out right now, ma'am.
[CUSTOMER][POSITIVE] Oh, OK. All right, all right, well thank you.
[AGENT][POSITIVE] Not until we get something. OK, you're very welcome. I hope you have a wonderful day and for calling APA.
[CUSTOMER][NEUTRAL] You too bye bye.