AccountId: 011433970860
ContactId: 230ab62a-64f0-41b9-bee0-e9cd93a29d92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 422950 ms
Total Talk Time (AGENT): 193593 ms
Total Talk Time (CUSTOMER): 69440 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/230ab62a-64f0-41b9-bee0-e9cd93a29d92_20250228T18:50_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm calling on behalf of my father, [PII], and I had sent some paperwork saying that I could talk about the insurance policy. So my question is, um, they had diagnosed him with cancer and we're doing treatments and all that kind of stuff. And so, um, they said that we could claim mileage, but he read something about it has to be over so many miles. Can you explain that to me?
[AGENT][NEUTRAL] Yeah, do you have that policy number so I can look at the policy documents?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 00436150
[AGENT][NEUTRAL] Perfect, thank you, Ms. [PII]. And I'm going to go ahead, I'm gonna pull up that policy. I'll have to go through the whole verification with you and then I will just need to quickly also go ahead and um like double check the note that we have permission to talk with you. Is that OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, mhm.
[AGENT][NEUTRAL] OK, perfect. um, if you don't mind, so we're gonna start with the verification if you could verify um your father's first and last name, oh no, you already gave it to me, um, his date of birth please.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you, thank you, and then next would be the mailing address on file please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful, thank you so much and then just give me a moment, I'm just gonna double check that authorization.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK perfect thank you so much for um your patience while I was reviewing that information. I do have that authorization on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] I'm just gonna pull up his um full set of policy documents so I can see explicitly what his policy states on this because they're all a little different.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't wanna give you anything wrong for information.
[AGENT][NEUTRAL] I finally made it to the benefits section so hopefully it's not too much further into here but there's like 34 pages to look through so.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Transportation benefit here we go.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if an insured person requires by written order of a physician a special cancer treatment that is not available locally, we will pay a transportation expense benefit. We will pay this benefit for transportation to the nearest medical practitioner or hospital that can provide the special cancer treatment. However, we will not pay this benefit if the treatment is obtained from a medical practitioner or hospital that is within 50 miles one way of the.
[AGENT][NEUTRAL] Insured person home, we will pay 50 cents per mile for each mile of the most direct route between the insured person home and the medical practitioner's office or hospital, and we will pay to and from the medical practitioner's office or hospital provided.
[AGENT][NEUTRAL] The insured person travels by automobile. If an insured person travels to the medical practitioner's office or hospital by licensed common carrier that is an aircraft, a bus or train, we will pay the actual expense incurred for coach tickets, um, and then it says on the most direct route to and from the insured person's home, um, for the insured person and for up to one family member.
[CUSTOMER][NEUTRAL] OK, so, so they don't offer the radiation around here, so they will pay for him to drive to [PII], correct?
[AGENT][NEUTRAL] If it it seems like if it's over 50 miles one way, um, they will pay up to 50 cents per mile.
[CUSTOMER][MIXED] OK, but it has to be over 50 miles.
[AGENT][NEUTRAL] Yep, and I do wanna let you know any information I give you over the phone. I'm sure you've heard this before, but I always have to say it, um, it's always just a verification of coverage, not a guarantee of payment, um, and then I think when they get there, he just has to have paperwork that has the address of the facility he received treatment on so he needs like proof that he was at a location that was like with the address on it. Does that make sense?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm, mhm, yeah.
[AGENT][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK, alright. OK, alright, well that's what I need to know then.
[AGENT][POSITIVE] Awesome, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] Hey, well, it's my pleasure, Ms. [PII]. If you need anything else, don't hesitate to reach out we're always here to take care of you.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] My pleasure you take care.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye-bye.