AccountId: 011433970860
ContactId: 78959b72-356e-4523-a78a-75151a4118f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245669 ms
Total Talk Time (AGENT): 108990 ms
Total Talk Time (CUSTOMER): 82504 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/78959b72-356e-4523-a78a-75151a4118f4_20250501T18:43_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], good afternoon. This is [PII]. I'm calling on behalf of my 25%. I just wanted to ask who sub.
[AGENT][POSITIVE] I'm so sorry. I
[AGENT][NEUTRAL] I'm so sorry. I did not understand what you initially said.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I was calling on behalf of my 25% lawyer. I just wanted to know who handles your subrogation.
[AGENT][NEUTRAL] OK, you're needing to send in information [PII] for segregation, is that correct?
[CUSTOMER][NEUTRAL] Um, yes, I would like to send the ERISA letter.
[AGENT][NEUTRAL] OK, just one moment and let me get that pulled up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what is the name of of the firm again that you're with or the company?
[CUSTOMER][NEUTRAL] My, my 25% lawyer.
[AGENT][NEUTRAL] Did you say the call is cutting out for some reason. Did you say my 25%?
[CUSTOMER][NEUTRAL] Yes, lawyer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And what is the policy number for the number you're calling about?
[CUSTOMER][NEUTRAL] My policy number is 02617079.
[AGENT][NEUTRAL] OK, thank you. Give me one moment to get the member's information pulled up.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and any information, OK, that I provide would be a verification of benefits and not a guarantee of payment. What is the patient's uh the subscriber's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, [PII], uh, date of birth is [PII].
[AGENT][NEUTRAL] OK, maybe I misheard the policy number.
[AGENT][NEUTRAL] Can you give me that again?
[AGENT][NEUTRAL] Oh, I did. Give me just one second. Yeah, give me 1 2nd. So the I need the policy number from you one more time.
[CUSTOMER][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. 026.
[CUSTOMER][NEUTRAL] 17079
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the date of birth for [PII] one more time too, please.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] What's a month?
[CUSTOMER][NEUTRAL] January.
[AGENT][NEUTRAL] OK, we have a different date of birth on file for this member.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, she's still about the that date of birth, so I would have to ask what that is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess I'll call back because that's what I have.
[AGENT][NEUTRAL] Yes, ma'am. And unfortunately, I don't know if what I have is correct or what you have is correct. I just can tell you that it does not match.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, but just so I know, um, do you guys handle the subrogation like I'm I'm calling the correct place.
[AGENT][NEUTRAL] Um, it would, we do have a department that that would be sent to.
[AGENT][NEUTRAL] It would be sent, yes. We do, but until we can verify that this is indeed the insured, I don't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] That we're talking about the same person.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No worries, no worries. I'll give him a call.
[AGENT][NEUTRAL] OK. All right. Well, is there anything else, [PII] at the moment that I could help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Nope, that was all. Thank you.
[AGENT][POSITIVE] OK, well, you're certainly welcome and thank you for calling APL. I hope you have a nice afternoon if I'm not who you speak to when you call back.
[CUSTOMER][POSITIVE] All right. Thank you. You too. Bye.
[AGENT][POSITIVE] Alright. You're welcome. Bye bye.