AccountId: 011433970860
ContactId: faeb4302-db1f-452b-bb06-84b7d0acfd33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289470 ms
Total Talk Time (AGENT): 74230 ms
Total Talk Time (CUSTOMER): 74705 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/faeb4302-db1f-452b-bb06-84b7d0acfd33_20250321T20:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII], and I'm calling from Arusso Law firm. How are you today?
[AGENT][POSITIVE] I'm doing good, Ms. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing pretty good. I'm glad it's Friday.
[AGENT][NEUTRAL] Me too.
[CUSTOMER][NEUTRAL] So, right, so I just wanted to uh ask a quick question. So, uh, one of my clients, uh, [PII], um, has the insurance American Public Life, but I just wanted to go ahead and see and call you guys to see what the subrogation is for that health insurance.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm gonna have to um transfer you over for subrogation. Um, Ms. [PII], can you please give me your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No problem, so a good call back number would be [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then um you said that the insured's name was [PII]. What is her last name and her policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No problem. It's gonna be do do do. OK, I have the last name. It's gonna be [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then you said her group number correct?
[CUSTOMER][NEGATIVE] I had to merge to.
[AGENT][NEUTRAL] Uh, her policy number?
[AGENT][NEUTRAL] It may say inpatient or outpatient certain number or member ID number.
[CUSTOMER][NEUTRAL] I see payer ID number.
[AGENT][NEUTRAL] OK, let me, let me um see if I can pull up her group.
[AGENT][NEUTRAL] And is she still active with us, do you know?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, what is that group number?
[CUSTOMER][NEUTRAL] That's the uh insurance that she provided it's gonna be 17177.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][POSITIVE] OK, I think I have it right here.
[CUSTOMER][NEUTRAL] She's still currently active?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] She is OK. I'm going to send a quick message to the lady you need to speak with to see if she's able to take a call so I'm gonna put you on a brief hold.
[AGENT][NEUTRAL] While I write her and see if she can accept this call, OK? It's gonna be a quick call.
[CUSTOMER][POSITIVE] OK sounds good thank you so much.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Thank you. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I'm getting ready to transfer you now on over to Ms. [PII]. It's gonna be a brief hold while I transfer you.
[CUSTOMER][POSITIVE] No problem thank you so much.
[AGENT][POSITIVE] You're very welcome.