AccountId: 011433970860
ContactId: f900367e-f440-468e-ac02-513d2cfcd792
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 742830 ms
Total Talk Time (AGENT): 254066 ms
Total Talk Time (CUSTOMER): 334387 ms
Interruptions: 10
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/f900367e-f440-468e-ac02-513d2cfcd792_20250203T19:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon. This is [PII] calling from the World Law Group on a recorded line. I do have a client here that, uh, APL did cover additional charges from a bill that was a cause of a from an accident. I'm sorry, representing her for an accident. She had a bill covered from you guys, um, that is related to the accident. I just wanted to know if you guys do any subrogation or place any liens on compensation.
[AGENT][NEUTRAL] Um, I would have to check on that and uh see and get back to you. So you're needing to know if we place any, can you repeat that? I'm sorry.
[CUSTOMER][NEUTRAL] Any liens on uh settlement compensations due to car accidents?
[AGENT][NEUTRAL] OK, let me double check. I'm sorry, I'm a newer agent, so I will double check. Can you, um, hold the line just one second?
[CUSTOMER][POSITIVE] Yeah, sure, no problem.
[AGENT][NEUTRAL] Yeah, and did you have anything else that you needed help with before I place you on hold? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, no, that was all.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] over in customer care. How are you today?
[CUSTOMER][NEUTRAL] Fine. How are you?
[AGENT][NEUTRAL] I'm good [PII]. Hey, I have a lady on the line. She's with a um law office, and she's calling uh regarding an insured and an accident policy. She was asking me if we place any liens on compensation, and I reached out for help. I was told to call you guys in claims.
[CUSTOMER][NEUTRAL] No, we don't hold any liens. We don't, we don't do anything like that as far as the attorney's office. What's the policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I didn't even honestly get that from her. I was, I'm sorry.
[CUSTOMER][NEUTRAL] OK. No, we don't, we don't hold any liens.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] We don't do anything like that, OK, alright, thank you for the info. I really appreciate you.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Have a good one.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you so much for your patience and waiting on that. I reached out to my help desk department and they did advise me that we do not do that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] OK, is there any kind of like letter or email or anything like that I could get from you guys just saying like you guys don't place liens or do any sort of subrogation and things like that.
[AGENT][NEUTRAL] Do you have the members
[CUSTOMER][NEUTRAL] Or if like you have a website that shows that or something.
[AGENT][NEUTRAL] Um, I mean we do have a website of course which is [PII]. I'm not sure if that shows that there. Do you have the member's policy number? I can see if claims can send you anything. I'm not certain.
[CUSTOMER][NEUTRAL] Um, I have a
[CUSTOMER][NEUTRAL] She sent me a picture of the card, but I'm only showing a group number or the in hospital or outpatient benefit certification number.
[AGENT][NEUTRAL] Oh, you can give me that certification. You can give me that certification number.
[CUSTOMER][NEUTRAL] Those are the only 3 I have here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which one of them? Do they have in the hospital and outpatient, or does it matter?
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Either, yeah, either one works.
[CUSTOMER][NEUTRAL] OK. I have 01544043 [PII].
[AGENT][POSITIVE] Thank you so much. And I'm sorry, can I grab your first name again?
[CUSTOMER][NEUTRAL] Yes, that is [PII]
[AGENT][POSITIVE] Thank you so much. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then what is um your client's first and last name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, this is for Mrs. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And
[AGENT][POSITIVE] Alright, thank you for that. Let's see here.
[CUSTOMER][NEUTRAL] See, but I guess it gets at the moment.
[AGENT][NEUTRAL] And do you have any of their information as far as like I don't know if you have like date of birth or address or anything like that you probably don't.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, no, yeah, I do. I, I have her, uh, date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, mailing address.
[CUSTOMER][NEUTRAL] I have here it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, I do show that the insured had like a secondary policy with us, but I don't see an accident policy. It's in regards to their secondary or you had said it was an accident policy, right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, I, so we did have um her primary insurance which was uh at the time, she had a Aetna um her auto already exhausted, then I, I kicked in and then the
[CUSTOMER][NEUTRAL] There's one policy that she advised ended in [PII].
[AGENT][NEUTRAL] The secondary.
[CUSTOMER][NEUTRAL] That is the one that applied for this accident.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I got you OK um yeah let me reach out to claims and see if there's any way they can send you guys anything I may need to transfer you over to them so let me double check really quick, OK?
[CUSTOMER][NEUTRAL] Yes, that's and they.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Probably gonna get the same person.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[AGENT][NEUTRAL] Hi, this is [PII] over in customer care. How are you doing today?
[CUSTOMER][POSITIVE] Doing well sir thank you how are you?
[AGENT][NEUTRAL] I'm good thank you for asking uh I have a customer on the line she's within a law office actually and she was calling to ask if we place any liens on like compensations for like accidents and I found the answer was no, but then she's asking me if we have a way to send any sort of letter and I was advised to call claims. Is that something that you guys do or can we do?
[CUSTOMER][NEUTRAL] Um, that we would send a letter to them letting them know that?
[AGENT][NEUTRAL] Yeah, like a letter to the law office just advising them that we don't do that or is there a way they can find that information maybe on our site?
[CUSTOMER][NEUTRAL] Um, that I'm not so sure about now, um, I do know that a lot of times we'll get something, um, you know, in, in the claims department where we'll get a notification from them asking if there's any, um.
[CUSTOMER][NEUTRAL] I believe you know if there's any claim or any claims that were paid out kind of like uh they're wanting to know if if uh we paid any of the claims for you know that that accident.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I believe it it is.
[CUSTOMER][NEUTRAL] Like subrogation I think it's called.
[AGENT][NEUTRAL] Yeah, that's the word she used. I had never heard that before, um, and so she was like, yeah, I told her I said, you know, no, we don't, we don't, um, place any liens or anything like that on them, and she goes, Well, can you send me a letter just confirming that and I said, you know, I'm not sure so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Usually like I said we'll get that subrogation like letter from that law office and then I I believe well whenever I've received them in the claims queue I just send them to the legal team because they usually will, you know, let them know that there is no lien or anything like that um so they can have it in writing because they probably wanna make sure they have it for their file, um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I mean I guess I can you know take the call and explain that to them if they want now as far as just a letter letter I don't know I could I could reach out to [PII] maybe and ask um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean, I do have the policy information. She did give me that she was able to verify the info and everything too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, go ahead and, and, uh, provide me that policy number.
[AGENT][NEUTRAL] The policy number that she gave me was 01544043.
[CUSTOMER][NEUTRAL] OK, and um who's on the line here?
[AGENT][NEUTRAL] Um, so the person we're speaking to is [PII] at the law office, mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm right, OK.
[CUSTOMER][NEUTRAL] And that's their phone number listed there, the [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am, yeah, and she verified all of [PII]'s information for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um.
[CUSTOMER][NEUTRAL] You can go ahead and transfer her over and I'll kind of speak with her and let her know um like from my uh pers you know what what I know and then um I can also reach out and ask [PII] like I said, usually I believe that that's if they want something in writing they're gonna need to probably send a request to us and you know be in that subrogation letter so but I'll be happy to speak to her, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yeah, thank you so much and I'll file that information now I know what that all means.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So I, I appreciate it thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, here she comes.
[CUSTOMER][POSITIVE] Thank you have a good day.
[CUSTOMER][POSITIVE] I think right.
[CUSTOMER][NEUTRAL] Hi, is this [PII]?