AccountId: 011433970860
ContactId: 9e6f37f9-4777-46a2-8b95-9de94db666d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 882599 ms
Total Talk Time (AGENT): 181264 ms
Total Talk Time (CUSTOMER): 145399 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/9e6f37f9-4777-46a2-8b95-9de94db666d3_20250605T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from the World Law group on a recorded line. I'm calling to confirm some information regarding a client. I think I do have an account number. I can provide it to you.
[AGENT][NEUTRAL] OK, and I'm sorry, could you repeat your name for me one more time, please?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] [PII]. OK, and what's the group?
[CUSTOMER][NEUTRAL] And I'm calling from
[CUSTOMER][NEUTRAL] Oh, I'm sorry, go ahead.
[AGENT][NEUTRAL] I was, uh, what's the group that you're, um, calling from?
[CUSTOMER][NEUTRAL] Yeah, I'm calling from the World Law group. We are the client's attorney.
[AGENT][NEUTRAL] OK, so you're not calling with the group, um, what, what is it regarding? just so I know the correct department to get you to.
[CUSTOMER][NEUTRAL] Um, I wanted to confirm if you guys completed payments to certain providers.
[AGENT][NEUTRAL] OK, um, give me, OK, give me one second. Let me partner with the supervisor and see how, um, to handle this because I'm not sure what information we can give out, um, so can I just put you on a brief 1 to 2 minute hold?
[CUSTOMER][POSITIVE] Yes, that, that's OK. Don't worry.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, I just wanted to check is are these uh payments like regarding a claim?
[AGENT][NEUTRAL] Like a claim that was filed, OK, OK, alright, I'm just gonna put you.
[CUSTOMER][POSITIVE] Yeah, correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, yeah, are you still there?
[CUSTOMER][NEUTRAL] Yeah, I'm here.
[AGENT][NEUTRAL] OK, um, I am going to transfer you to our care team because that's who handles this. Uh, if you could give me one second to just to grab someone from the care team and explain, um, your situation so you don't have to, um, explain it again, OK?
[CUSTOMER][NEUTRAL] Yeah, sure. Let me ask you this, do you have their general number just in case?
[AGENT][NEUTRAL] Uh, the number that you called is the correct number, but it, I it seems like maybe you pushed option 3 for billing, um, with, um, instead of the care team or customer service.
[CUSTOMER][POSITIVE] Oh, OK. Got it. OK, that's fine. Thank you.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Deferring
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII] and billing.
[CUSTOMER][NEUTRAL] Oh hi [PII], how's it going?
[AGENT][NEUTRAL] Um, good, how are you? So I have a, um.
[AGENT][NEUTRAL] Uh, someone from an attorney's office on the line that's calling, uh, to verify like they want like information about claims that we paid and also the, um, like what the group has paid on the insured and she said some other information that she wanted to verify and uh I asked the group chat and [PII] told me to send it to the care team.
[CUSTOMER][NEUTRAL] Interesting. OK, I'm trying to think because I think recently we had, uh, dealt with this too, so I'm, uh, I don't know who it's OK, um, that's right, we could go ahead and just give it a shot, um, we'll, we'll just see what happens. Um, did you get their, uh, their name and all of that?
[AGENT][NEUTRAL] Yeah, her name is [PII], and she's calling with Wharton Law Group or something like that. I, I can't remember how she pronounced it. Yeah, but she said her name is [PII].
[CUSTOMER][NEUTRAL] You said [PII]
[CUSTOMER][NEUTRAL] OK, and uh that was [PII] you said?
[AGENT][NEUTRAL] I think she said [PII] or [PII] or something like that, yeah, but don't, I, she may need to ask her again. I'm sorry. I can't remember how she pronounced it.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] It's OK. No, no, no, it's OK.
[CUSTOMER][NEUTRAL] No, it's alright, um, that I could just re-verify all of that when I get here on the line, um, OK.
[AGENT][NEGATIVE] Do you want me to go ahead and send her over because [PII] said something in the chat, but she hasn't. I've responded, but she doesn't responded back, but this isn't, I've never gotten a call like this, so I didn't know I could have to handle it.
[AGENT][NEUTRAL] OK, are you still there?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK are you still there?
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in the billing department.
[CUSTOMER][NEUTRAL] Did you say [PII]?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, how can I help you?
[AGENT][NEUTRAL] Um, I have a someone from a law office on the line that are, um, that is asking um for information about, uh, like a claim and group payments for one of their clients, and, um, [PII] told me to transfer it to the care team.
[CUSTOMER][NEUTRAL] OK. Yeah, I just saw that. Um,
[CUSTOMER][NEUTRAL] Go ahead and um you can transfer them. I'll just need their information um I I don't think we can do that but yeah go ahead and give me that and I can get their information.
[AGENT][NEUTRAL] OK, her name is [PII].
[AGENT][NEUTRAL] Hi [PII], are you still there?
[CUSTOMER][NEUTRAL] Yeah, I'm here.
[AGENT][NEUTRAL] OK, sorry about that um hold. I do have [PII], um, she's with our care team, uh, who's gonna be able to assist you further, OK?
[CUSTOMER][POSITIVE] Perfect. Thank you very much.
[CUSTOMER][NEUTRAL] Hey, this is [PII] with APL care team. Um, I understand you needed some, uh, some information about some claims.
[CUSTOMER][NEUTRAL] Yes, correct. So I just wanted to verify if you guys have completed payments um for some providers. Um, I do have a reference number and a claim number.
[CUSTOMER][NEUTRAL] Alright, and real quick can I go ahead and get, uh, can I go ahead and get your name and where you're.