AccountId: 011433970860
ContactId: b549c5d5-f660-4d51-a90a-aa989469895d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166779 ms
Total Talk Time (AGENT): 81023 ms
Total Talk Time (CUSTOMER): 58005 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/b549c5d5-f660-4d51-a90a-aa989469895d_20250417T18:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the Valley Medical Review and how are you today?
[AGENT][POSITIVE] I'm good, thank you. How about you, Miss [PII]?
[CUSTOMER][POSITIVE] I'm doing well. Um, I have a patient here with me. Um, the insured employee name is [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] And I have the policy uh number that will help you.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, go ahead with the policy number.
[CUSTOMER][NEUTRAL] It's 02611318.
[AGENT][NEUTRAL] OK, thank you. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the date of birth for Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. Is this for [PII] or what's the name of the patient?
[CUSTOMER][NEUTRAL] The patient is [PII].
[AGENT][POSITIVE] OK. Thank you. And Miss [PII] how may I assist you with this number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I was, um, needing to know um how the benefits work for their primary care physician.
[AGENT][NEUTRAL] Oh OK. Yeah, sure, yes, I can assist you with benefits. Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And this is one of our limited hospital indemnity policies.
[AGENT][NEUTRAL] And let me see how much we cover. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] So he
[AGENT][NEUTRAL] OK, with this one, it looks like we cover $50 per visit, maximum of 4 visits per person per calendar year. So it is an indemnity policy, so that is a flat amount. So we'll pay $50.
[CUSTOMER][NEUTRAL] That's it. OK. Well, I will let her know, OK?
[AGENT][NEUTRAL] All right, yes.
[CUSTOMER][NEUTRAL] And then they can only have 4 visits, 4 visits per person.
[AGENT][NEUTRAL] For visits per year, and those are gonna be combined with the specialist and PCP.
[CUSTOMER][NEUTRAL] OK, alright, I'll let her know.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Oh, no, ma'am. That, that was it.
[AGENT][POSITIVE] No, OK, thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] You too thank you alright bye bye.
[AGENT][POSITIVE] Thank you. You're welcome bye bye.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.