AccountId: 011433970860
ContactId: 8b5b102a-a64d-40dd-9141-80bbb58a5bb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97660 ms
Total Talk Time (AGENT): 55067 ms
Total Talk Time (CUSTOMER): 73459 ms
Interruptions: 5
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/8b5b102a-a64d-40dd-9141-80bbb58a5bb3_20250415T21:16_UTC.wav
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[AGENT][POSITIVE] Thank you for checking APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from Urgent Care of Blue Canyons in [PII]. Um, is this insurance like a medical plan or is this kind of like an Aflac type thing?
[AGENT][NEUTRAL] Well, it depends. We, we sell different products. Do you have a policy number that I can look at?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure, um, 02095316.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's um [PII] Date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. I appreciate that. [PII], the first of all, the policy went into effect on [PII]. It is active. This is a hospital indemnity policy and what that means is that it's not major medical. It's not a secondary policy. Um, it picks up the, uh, I'm sorry, it pays a flat rate benefit for, um, uh, hospital services, um, intensive care, uh, that sort of thing, um.
[CUSTOMER][NEUTRAL] Thank you, I appreciate that. No problem. Well first of all, the policy went into effect on [PII]. It is active. This is a hospital indemnity policy and what that means is it's not major medical, it's not a secondary policy, um, it picks up the, uh.
[CUSTOMER][NEUTRAL] I'm sorry, changing flat rate benefit.
[CUSTOMER][NEUTRAL] Hospital services, intensive care, that sort of thing.
[AGENT][NEUTRAL] It's not, it's not, uh, major medical at all. It, what it does is it just pays this uh flat benefit for very, very specific services.
[CUSTOMER][POSITIVE] It's not, it's not, uh, got it. If they get admitted. Got it. OK, perfect. OK, I will let him know. Thank you so much.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] OK, there's anything else to help with, and thanks for contacting APL. Have a very good day. Thank you.
[CUSTOMER][NEUTRAL] 2