AccountId: 011433970860
ContactId: d942f628-65c1-428a-9190-2884cae23e5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233669 ms
Total Talk Time (AGENT): 66555 ms
Total Talk Time (CUSTOMER): 92903 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/d942f628-65c1-428a-9190-2884cae23e5a_20250103T15:38_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Hi, good morning. Thank you for calling ATL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from Reyes Brown Law Office. I'm calling because uh one of your members, we are representing him. Um, he was involved in an accident and I'm calling to send subrogation notice to
[CUSTOMER][NEUTRAL] Your subrogation department. So I wanted to know if you will be able to open the case first or we should send our presentation letter.
[AGENT][NEUTRAL] OK, um, yeah, let me do my best to help you out. Do you have the policy number handy?
[CUSTOMER][NEUTRAL] Yes. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I have the member number 02441301.
[AGENT][POSITIVE] Perfect and I am really sorry. I just wanna make sure I have this, but I didn't quite catch your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you Ms. [PII], and can I get a good call back number as well?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Perfect and
[AGENT][NEUTRAL] Let me take a look at this for you.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I don't.
[AGENT][NEUTRAL] All right, so for this particular member, um, we do not process claims on their behalf. They actually are gonna be processed through the company called Web PPA, and I can give you their phone number, um, but I can also transfer you to them if you like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, give me one moment. What's the name of the company?
[AGENT][NEUTRAL] Webb T P A W E B T P A.
[CUSTOMER][NEUTRAL] C3A OK.
[CUSTOMER][NEUTRAL] Um, what's your phone number?
[AGENT][NEUTRAL] The phone number is [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] OK. Perfect. Um, all right, you can transfer me over now.
[AGENT][POSITIVE] Perfect thank you so much. I'm gonna put you on a brief hold and then it should connect in a moment, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Web TP.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hi, this is [PII]. Are you still there?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] All right, so we should be on the line with Web TPA. They should be here with us as well.
[CUSTOMER][NEUTRAL] Oh, but you know
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Add or drop it a pin.
[CUSTOMER][POSITIVE] OK. Thank you.