AccountId: 011433970860
ContactId: af66eac6-4a79-4bb1-ad36-e95dc6208acd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 567520 ms
Total Talk Time (AGENT): 287137 ms
Total Talk Time (CUSTOMER): 189702 ms
Interruptions: 4
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/af66eac6-4a79-4bb1-ad36-e95dc6208acd_20250116T19:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from the law firm of Morgan and Morgan on behalf of a client of ours. Um, I'm trying to get in contact, um, with the subrogation department of your, um, offices. Um, do you happen, do you happen to have, um, their, their direct number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Let me see if she's here also.
[CUSTOMER][POSITIVE] Mm yeah that's OK, no worries.
[AGENT][NEUTRAL] That would be helpful.
[AGENT][NEUTRAL] Let's see, it looks like she's out of the office, so let me reach out and see if there's anyone else that may be available. If not, I may have to send you to her uh to her voicemail and she may have to give you a call back.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Yeah, that's OK mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah it looks like I'm that's what I'm gonna have to do, but what I'll do is um let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Says care mm OK um let me send you to her voicemail and then as soon as she gets back in the office she'll be able to give you a call back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just for clarification just because um I, I, I am working on other files um is there like a direct email or something that I can also have?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, so.
[CUSTOMER][NEUTRAL] Or just a number?
[AGENT][NEUTRAL] Yeah, so you would be able to contact just us here and then either our claims department or our care team would be able to direct you if I'm not mistaken, hang on.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] There's gotta be a direct line for our legal department and for whatever reason, it's just not coming to the surface of my brain.
[CUSTOMER][NEUTRAL] It's OK. It, it's, it's OK, no worries, um, I'm not sure if you're able to like, so just to clarify, um, is that department the only department that can assist me regarding any, um.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Liens that the our client may have.
[AGENT][NEUTRAL] That is a good question. Um, let me double check because I do know someone that can kind of help me know for sure. Um, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's fine OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I have reached out to see if there was anyone else besides um [PII] um and just to let you know [PII] I know is the one that handles any correspondence typically in regards to subrogation um and I work closely with her so I know for sure that she handles that. I don't know though that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] There's another team member that handles any type of segregation, so that's why I'm asking because I've only ever dealt with her when it comes to that type of information um so yeah no problem at all um let me get you that mm let me see if there's an email too. I'm gonna look and see if they have a direct email that you can use instead of having to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, no worries, I appreciate it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, you know what? You can email, um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's going to be.
[AGENT][NEGATIVE] I hate to say that it's like our claims team but um.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Oh, that's fine yeah that's OK.
[AGENT][NEUTRAL] Yeah, but she is like umbrella under our claims team if that makes any sense and so um she would be the one.
[CUSTOMER][NEUTRAL] Mhm mhm yeah it does.
[AGENT][NEUTRAL] That could review it at that time because it goes into a folder and they kind of handle it as as needed.
[CUSTOMER][NEUTRAL] Mm, mhm.
[CUSTOMER][NEUTRAL] That it comes in? OK, that's fair.
[AGENT][NEUTRAL] Yeah, as it comes in who you know whichever auditor or supervisor or whomever needs to handle it will grab it and from there so it's kind of it it's for that department as a whole for situations such as this so that email is going to be [PII] one word.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that is the email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And they um.
[CUSTOMER][NEUTRAL] And then um yeah so if you can just transfer me over to her voice mess voice box um I would be able to leave a message.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, I just have, I just have a feeling, um, so basically I'm just trying to follow up regarding, uh, our client, um, I didn't see any letters going out to the his insurance regarding him being in a motor vehicle accident. Um, uh, I know that payment was made towards some of his medical bills. Um, we're in the process of wrapping up the case, so I just want to make sure that you that it, um, you guys are put on notice correctly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, do you happen to have their policy number with us and I can see, OK, I was gonna say I can see on my end if she's working on anything or if there's any type of letters that maybe just haven't been received yet.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, no worries, I appreciate it so I'm gonna go into um policy number is 02.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 19
[CUSTOMER][NEUTRAL] 18
[CUSTOMER][NEUTRAL] 97.
[AGENT][NEUTRAL] 97. OK, um.
[AGENT][NEUTRAL] OK, and can you verify that name and date of birth for me?
[CUSTOMER][NEUTRAL] Yeah, [PII] and his date of birth, where are you? Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um let me see if there's anything out here.
[AGENT][NEUTRAL] OK, I am seeing a subrogation response that was sent back out in May, but I don't know.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me see if it was sent to Morgan and Morgan or if it was.
[AGENT][NEUTRAL] I don't know, it looks like it may have been a different law group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] If you need it as far as like um just for your file you absolutely can still send in that letter that letter but just based off of this letter it says that um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So in regards to this particular policy it was effective in [PII] and it says please be advised that this plan does not have a provision for subrogation and we will not pursue reimbursement of benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, let me just write that down. OK, so what I'll do is, um, you know, I, I'll still leave the voicemail for her, and then I'll send, um, another notice out just to make sure that all bases are covered, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I think that should be sufficient um and then you know I'll loop in with that team, um, you know, as correspondence continues.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and just to let you know, um, you would still call this number, but her extension is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII] perfect thank you so much I really appreciate the help.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome, no problem, let me get you transferred so you can leave her a message. You're welcome have a great day.
[CUSTOMER][POSITIVE] Thank you mhm.
[CUSTOMER][POSITIVE] You too have a good one.
[AGENT][NEUTRAL] Alright bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Billing brokers care slash.
[AGENT][NEUTRAL] What is your information oh what did I say it was?
[AGENT][NEUTRAL] [PII] so it's gonna be.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello, this is [PII], special risk claims and appeals analyst with American Public Life. I am currently unavailable right now. My working hours are Monday through Friday from [PII]