AccountId: 011433970860
ContactId: 0386bebf-790e-4fb2-9f81-32d3e2cf53c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236000 ms
Total Talk Time (AGENT): 89464 ms
Total Talk Time (CUSTOMER): 148632 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/0386bebf-790e-4fb2-9f81-32d3e2cf53c8_20250114T20:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I just have a, a general question about a, a letter I got back on a claim. Um, do you, do you need my policy number and so forth, or?
[AGENT][NEUTRAL] Um, yes, ma'am. May I have your name and a good contact number and then your policy number?
[CUSTOMER][NEUTRAL] OK. [PII], [PII].
[CUSTOMER][NEUTRAL] And policy is 00640053.
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[AGENT][NEUTRAL] And I have the policy here, Ms. [PII]. I just need you to verify your date of birth and the mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and how may I help you?
[CUSTOMER][NEUTRAL] Yes. OK. Um, the, you know, I was wanting me to send some more information, wants a copy of my EOB like I have mutual and, and Medicare and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Medicare, I mean, my Mutual of Omaha shows what Medicare and them both pay. Is that, can I just send that one or you gotta have all the, that Medicare stuff too?
[AGENT][NEUTRAL] Um, hold on, let me take a look and see. I'm pulling up the explanation of benefits now, but if the, um, if one explanation of benefit shows both, then, um,
[CUSTOMER][NEUTRAL] Will that work?
[AGENT][NEUTRAL] That, that should be OK.
[CUSTOMER][NEUTRAL] Cause the mutual on the house shows what the, you know, what the charge is. It says Medicare pay this amount, we pay this amount and you owe this amount. So wouldn't that be, would that, would that be sufficient?
[AGENT][NEUTRAL] Oh, yes, that sounds like, mhm. Yes, ma'am, um, because it shows all parts of it. So yes, you should be OK with that document.
[CUSTOMER][NEUTRAL] OK. I, I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] OK. All right. And um it keep, I, I, every time I get something that says the mileage is not gonna pay mileage. I, I don't understand cause I, I, and I sent a letter back. I live in [PII].
[CUSTOMER][NEUTRAL] My doctor's in [PII], which is 100 miles round trip. So as long as I send you a letter and say this is where I, this is where I live, this is my address and this is where my doctor is that I'm going to, is that not, I mean, that's, it's 100 miles that ought to pay mileage. Is there something else I got to do to prove that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] No, and the minimum for the mileage is 50 miles. So I would, um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You can, you can write the letter.
[CUSTOMER][NEUTRAL] And I said it's 200 miles round trip.
[AGENT][NEUTRAL] Yeah, you can write the letter showing the address to and from, or um if you want to print out like um
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We used to have MapQuest, but like how it shows the directions now.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah. Well, I, I, I just had, I did a letter and had my address and their address and I said it's a round trip and it's 200 miles cause I got one of these last week on another claim. So I, I don't just keep doing that. OK. All right then. I, I was just gonna make sure that the EOB from Mutual Romahall that it shows everything, that's the only thing I need to send.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] You can do that too.
[AGENT][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, and if by chance, once it gets to the examiner, if they need a different type of document, they'll reach out to you, but um if it, if it has all of the insurances on there, that should be good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] That should be OK. All right. I assume, I assume it's in the wrong thing. So thank you for your help.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am. I think that, that'll be it, OK?
[AGENT][POSITIVE] All right, well, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] Bye bye.