AccountId: 011433970860
ContactId: e6ba159f-2e52-4feb-9783-c7f45f89b358
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168820 ms
Total Talk Time (AGENT): 66350 ms
Total Talk Time (CUSTOMER): 67273 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/e6ba159f-2e52-4feb-9783-c7f45f89b358_20250609T16:07_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. I'm calling because I wanted to get some information. I'm going to a rheumatologist today and um I wanted to know if I still have um to go to a specialist, if, if it's gonna be covered.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with your benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, that number is [PII] and my name is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. And could I get your policy number, please?
[CUSTOMER][NEUTRAL] Sure, my policy number is um
[CUSTOMER][NEUTRAL] The group number, right?
[AGENT][NEUTRAL] Um, it's the outpatient certificate number.
[CUSTOMER][NEUTRAL] OK, um, 025.
[CUSTOMER][NEUTRAL] Hold on, let me put my glasses on.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. 025018.
[CUSTOMER][NEUTRAL] 16 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] OK. Thank you. And please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII], um [PII].
[AGENT][NEUTRAL] OK, and please verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And this is service for office visits that you're verifying coverage for?
[CUSTOMER][NEUTRAL] Yeah, it's a
[CUSTOMER][NEUTRAL] Yeah, it's gonna be a um specialist. It's a rheumatologist.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am. I'm showing under your policy, we cover up to $50 for the co-pay for office visits, and you get 4 visits per calendar year.
[AGENT][NEUTRAL] And let's see. So far, I'm showing that you've used 2 of those visits.
[CUSTOMER][POSITIVE] OK, so I still have it today. OK, perfect. Thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] That's it. There's no pending visits or anything, right? So this one is fine.
[AGENT][NEUTRAL] OK, let's see. You do have one claim that's pending, but it's not showing me if it's for an office visit or not.
[AGENT][NEUTRAL] But like I said, you have, you have 2 available 2 visits left for the calendar year for specialist office visits.
[CUSTOMER][NEUTRAL] Oh OK, OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] Perfect, thank you. Have a great day.
[AGENT][NEUTRAL] OK. You do the same, [PII]. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you bye bye.