AccountId: 011433970860
ContactId: 20042117-a632-4079-840f-e884b3763d7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 398380 ms
Total Talk Time (AGENT): 140739 ms
Total Talk Time (CUSTOMER): 144561 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/20042117-a632-4079-840f-e884b3763d7a_20250219T22:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[AGENT][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Hello, uh, I was calling to get some information, uh, about a claim. Uh, if I go to [PII] to get a, uh, a checkup for my radiation that I had had, uh, previously, would I be able to claim that, uh, mileage and, uh, to stay on that uh particular visit?
[AGENT][NEUTRAL] Uh, what's your name and policy number?
[CUSTOMER][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] My policy number is
[CUSTOMER][NEUTRAL] 00630820
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[AGENT][NEUTRAL] OK, and Mr. [PII], do you have uh verify your date of birth, mailing address and email address for me, please?
[CUSTOMER][NEUTRAL] My mailing address is [PII] and my email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, give that to me one more time. He.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], uh, your callback number, is it [PII]?
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And give me a moment, and you're inquiring if um
[AGENT][NEUTRAL] Right, if transportation is covered if you receive radiation.
[CUSTOMER][NEUTRAL] Uh, yes, it's transportation and food and, uh, hotel expenses. Would I be able to claim that as a, uh, check? I'm doing radiation checkup, uh, from previous radiation from last year. Would I be able to claim that visit and, uh.
[CUSTOMER][NEUTRAL] To with my insurance.
[AGENT][NEUTRAL] Uh, give me one moment.
[AGENT][NEUTRAL] Give me one moment, I'm just looking through your policy.
[AGENT][NEUTRAL] OK, as far as
[AGENT][NEUTRAL] It says family members, transportation, meals and lodging. Uh, pay one adult family member to be near cover person who is confined in a non-local hospital for specialized treatment. Non-local means the hospital is at least 50 miles away using the most direct route.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] So it's for a family member, adult family member.
[AGENT][NEUTRAL] Um, you do have the transportation benefit if you're traveling more than 50 miles one way, uh, to receive treatment like chemo, radiation, immunotherapy, surgery, um.
[AGENT][NEUTRAL] They usually automatically track transportation benefits if you receive any of those types of treatment, but as far as the transportation, meals and lodging is for a family member.
[CUSTOMER][NEUTRAL] I usually
[AGENT][NEUTRAL] Did you, and it's only if you were confined in the hospital.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I will not be confined to the hospital. I would just be going for a checkup.
[CUSTOMER][NEUTRAL] Uh, so that's, that's what I was calling, would I be eligible to file that.
[CUSTOMER][NEUTRAL] Transportation, uh, with the checkup for the radiation checkup.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Not necessarily for checkup, only if you're receiving treatment.
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] OK, just the treatment.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] All right. So, now what did you say about the family member if, if I'm going back for the, with the family member accompanying me for the checkup with that uh uh apply also for the, the family member going with me?
[AGENT][NEUTRAL] Uh, no, sir, only if you were confined in a hospital.
[CUSTOMER][NEUTRAL] OK, confined. OK, OK, alright, I was just checking, uh, just to be sure that I wanted to get a good understanding of this.
[AGENT][NEUTRAL] Oh no, I understand. Yes, sir. Um, do you have, oh well, it sounds like you have a copy of your policy, is that correct?
[CUSTOMER][NEUTRAL] Uh, I do have it. I'm not looking at it right now, but I do have a, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, but yes, sir, it, that benefit is only if you're confined in the hospital receiving specialized treatment.
[AGENT][NEUTRAL] And like I said, as far as the transportation, like you transport, um, going for treatment, it only covers if you're receiving those types of treatment, not for checkups.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, OK, thank you very much.
[AGENT][POSITIVE] Uh, yes, sir. Thank you for calling APL Mr. [PII]. Have a great rest of your day.