AccountId: 011433970860
ContactId: 89361a85-05d6-4f05-b1c6-da23e4175d6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181360 ms
Total Talk Time (AGENT): 50911 ms
Total Talk Time (CUSTOMER): 38580 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/89361a85-05d6-4f05-b1c6-da23e4175d6e_20250423T15:25_UTC.wav
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[AGENT][NEUTRAL] Calling APM my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, um, so I was trying to figure out.
[CUSTOMER][NEUTRAL] And um how much is covered for an allergy specialist?
[AGENT][POSITIVE] OK, I'll be happy to assist with your benefits.
[AGENT][NEUTRAL] May I have your first and last name please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Let me see if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what is your policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 026151.
[CUSTOMER][NEUTRAL] 14
[AGENT][NEUTRAL] OK, and if you could please verify your date of birth and email address for me.
[CUSTOMER][NEUTRAL] [PII] and then [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. OK, so.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, so it looks like you have um whether it's a specialist or just a primary, um, it looks like your benefit amount for office visits is $100 per visit.
[AGENT][NEUTRAL] And you have 4 visits per calendar year.
[CUSTOMER][NEUTRAL] OK. So it's for uh uh.
[CUSTOMER][NEUTRAL] Yeah, it's for uh allergy specialist.
[AGENT][NEUTRAL] That's just any physician's office visit. It doesn't matter if they're a specialist or primary.
[CUSTOMER][NEUTRAL] OK, so like you guys cover up to 100.
[AGENT][NEUTRAL] Per visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Nope.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] Yeah. Bye.
[AGENT][NEUTRAL] Bye bye.