AccountId: 011433970860
ContactId: a7b9cd61-33f8-4a04-b99b-cdf4d530b5f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 537500 ms
Total Talk Time (AGENT): 107882 ms
Total Talk Time (CUSTOMER): 140929 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/a7b9cd61-33f8-4a04-b99b-cdf4d530b5f2_20250128T20:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII]. I'm calling from the law firm of Morgan and Morgan on behalf of a client of ours. Um, I have his policy number, um, if that's helpful. I'm just trying to figure out, um, if his insured we represent him for a motor vehicle accident, and I just want to make sure that you guys were put on notice.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Regarding that mhm.
[AGENT][NEUTRAL] OK, I can check and see what are gonna be the the requirements, Miss [PII]. You're welcome. And may I have a callback number just in case we get disconnect Miss [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, my callback number and it's my direct line it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Um, let me have the policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, policy number is 021 9.
[CUSTOMER][NEUTRAL] 18
[CUSTOMER][NEUTRAL] 97.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And can you verify the date of birth for security?
[CUSTOMER][NEUTRAL] Yeah, one second.
[AGENT][NEUTRAL] And the name.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um first name is uh [PII], last name is [PII]
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. All right, let me, I'm gonna put you on a brief hold so I know exactly what to do with this, OK? One moment. Thank you. You're welcome.
[CUSTOMER][POSITIVE] Perfect, yeah, no worries thank you mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me Miss [PII].
[CUSTOMER][POSITIVE] Yeah, no worries, thank you.
[AGENT][NEUTRAL] OK, you're welcome. OK, so I got some details about how to uh submit a request. Um, it looks like it, it has to be either fax or mail.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I can give you the information. If you're gonna, uh, send it by mail, you can send it to APL attention claims department and that will go to [PII]. Zip code is [PII]. If you're going to fax it, you can fax it to 18773659.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh sorry, give me one second, 18 1877.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 942-3 give me one moment because I think I had sent this out last week. Let me just double check my faxes here real real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. Sure.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, alright, so I, I didn't, um, so that this is for the claims department that fax number, OK, um, in addition, so I have um.
[AGENT][POSITIVE] Yes. Mhm, correct.
[CUSTOMER][NEUTRAL] So do I need to I need to provide a HIPAA letter of representation and then I see here that they're on your website that it is authorization to disclose protected health information that also needs to be filled out as well.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK perfect so I'll send that over shortly um I just wanna get clarification on an expected timeline regarding any um.
[CUSTOMER][NEUTRAL] Like claims under um his name like what's the expected turnaround time to speak with someone or to get an update in the claims department?
[AGENT][NEUTRAL] Once it's all put in the system, um, then you can go ahead and call back, which it usually, um, I will say is it 24 to 48 business hours.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect, perfect. OK, no worries, so just to confirm, fax number is [PII]?
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Yes, that is correct. Mhm.
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you for calling APL. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, not at this time thank you.
[AGENT][POSITIVE] OK. Have a good afternoon. Bye-bye, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.