AccountId: 011433970860
ContactId: 77bda612-2ace-4a7d-8110-f3814c4a3c68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 594200 ms
Total Talk Time (AGENT): 158130 ms
Total Talk Time (CUSTOMER): 121925 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/77bda612-2ace-4a7d-8110-f3814c4a3c68_20250113T21:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good, good afternoon, [PII]. This is [PII]. I'm giving you a call from Lake and on a client.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm trying to reach the segregation department.
[AGENT][NEUTRAL] OK, alright, um, Miss, can I please get your call back number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And do you, um, are you an insured here or are you a provider?
[AGENT][NEUTRAL] Are you insured?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, we're representing a member.
[AGENT][NEUTRAL] OK, and what's the member's policy number?
[CUSTOMER][NEUTRAL] Attorney's office?
[CUSTOMER][NEUTRAL] I don't have a policy number. I just have her name and date of birth.
[AGENT][NEUTRAL] OK, what is the member's name?
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] Last name, [PII].
[AGENT][NEUTRAL] And do you have [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yes, her date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see if I can't find her in the system so we have I have her information for the subrogation department.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You spell the first name [PII]?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And last name is [PII]
[CUSTOMER][NEUTRAL] No, [PII] sorry, [PII].
[AGENT][NEUTRAL] Oh, [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, I'm sorry. I had [PII]. I apologize for that.
[CUSTOMER][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] I was like, I'm not pulling her up. What's wrong?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I think I've got it pulled up now and.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Mm, that's wrong date of birth. OK. Let me keep looking.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what state does Ms. [PII] live in? Cause I've got several [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, let me find her.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, and there's several, OK, do you know her, um, even if you just give me her street name or number?
[AGENT][NEUTRAL] For her address.
[CUSTOMER][NEUTRAL] Street name or number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Let me pull that up.
[CUSTOMER][NEUTRAL] Hello, sorry for the long hold. Um, so I have the address.
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] Yes, ma'am. What is that?
[CUSTOMER][NEUTRAL] I have the address as [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], and that's in [PII].
[AGENT][POSITIVE] OK, awesome. I think I have found her.
[AGENT][POSITIVE] Thank you for that. There's so many [PII] is in the, in the system. I was like, oh my gosh, I gotta get the right one.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Alright, it's gonna be a brief hold. I'm gonna um I know who you need to speak with I'm just gonna IM her real quick and see if she's able to take the call OK?
[CUSTOMER][NEUTRAL] Before that, just in case we get disconnected, does that person have a direct phone number or a direct email or fax?
[AGENT][NEUTRAL] No, ma'am, you'll always have to call the number that you called.
[CUSTOMER][NEUTRAL] Oh, OK, and do you have a policy number for me?
[AGENT][NEUTRAL] Yes, the policy number is 1869117.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's the most recent.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, I'll hold.
[AGENT][POSITIVE] OK, thank you so much. Let me, I am a real quick.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK Ms. [PII], it's gonna be a brief hold. I'm gonna go ahead and connect you now.
[CUSTOMER][POSITIVE] Appreciate it.
[AGENT][POSITIVE] No problem at all. You have a good rest of your day. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you, you too. Have a good one.
[CUSTOMER][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Hi, Ms. [PII]. This is [PII]. I'm gonna go ahead and replace the call to you now.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, and um what telephone number can I give her a call back in case we get disconnected?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] It's going to be [PII].
[CUSTOMER][NEUTRAL] And her name is [PII].
[AGENT][NEUTRAL] Her name is [PII]. She's with the attorney's office.
[CUSTOMER][NEUTRAL] OK, and did she say what the name of the attorney's office?
[AGENT][NEUTRAL] She did, but I didn't catch it. I'm sorry.
[CUSTOMER][NEUTRAL] That's, that's OK. Um, did you, you did verify everything on the insured's date of birth and.
[AGENT][NEUTRAL] Yes, I
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, I did. In fact, the insured's name is [PII] and there were so many that she, she had to look up a bunch of information for me, so I got the right one.
[CUSTOMER][NEUTRAL] So you did get the right one for the date of birth? OK. OK, great.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. OK, thank you. All right, bye-bye.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Goodbye.