AccountId: 011433970860
ContactId: 24609f96-8c9b-464c-99bd-564135393061
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 471690 ms
Total Talk Time (AGENT): 189854 ms
Total Talk Time (CUSTOMER): 213745 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/24609f96-8c9b-464c-99bd-564135393061_20250411T13:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, is Miss [PII] available?
[AGENT][NEUTRAL] Yes, this is her.
[CUSTOMER][NEUTRAL] Hey Miss [PII], this is [PII], the lady that you was gonna mail me the forms out to because I didn't know how to get them off my email.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I want to know could uh if another lady told me that I could get a form for uh gas mileage, cause we have to go like an hour or something like just miles to my house from this hospital that we are on our way to now. Could I, they say every form is different. I don't know. So is it a form like for gas mileage that it might would help?
[AGENT][NEUTRAL] Yeah, it's the same form. Is this for the cancer policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yeah, it's the same form.
[AGENT][NEUTRAL] There should be a, yeah, there's not a different one. You can use the exact same form.
[CUSTOMER][NEUTRAL] 00, OK, OK.
[CUSTOMER][NEUTRAL] OK. Well, some lady told me it was a different phone from everything and I didn't know. So I do get, I do get to.
[AGENT][NEUTRAL] Yeah, there's just
[CUSTOMER][NEUTRAL] I did get the path pathology report. So I just mailed everything they sent me with uh, but you did mail me the form too, right?
[AGENT][POSITIVE] OK, great.
[AGENT][POSITIVE] I did, I did, yes, you should be getting that, yep.
[CUSTOMER][NEUTRAL] OK, OK, well, uh, is there anything else I need to know or anything else I need to do once you get the pathology report, do y'all send me something for for me to send y'all something else or I just have to automatically send stuff?
[AGENT][NEUTRAL] Yeah, so once you get those bills rolling in, um, and like a treatment plan figured out and all that that's when you'll start submitting everything.
[CUSTOMER][NEUTRAL] OK, at the treatment plan and the, and the, and then the bill. Well, we got, um, OK, OK then, uh.
[CUSTOMER][NEUTRAL] OK, OK then, but we got one bill. I don't know whether he had a, uh, an ambulance bill where he had to go, but it, it wasn't that much. It was just $50.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] But anyway,
[CUSTOMER][NEUTRAL] But I, uh, any little thing to help, you know, cause this gonna be a process.
[CUSTOMER][NEUTRAL] But I um
[AGENT][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] I do what you say. I, uh, when it be, once I give y'all the pass I report and fill the form out and any bill I get, I send y'all, uh, what about how, how do I do the mileage thing for gas? I just send what to let you know how full it is or or what.
[AGENT][NEUTRAL] Um, so for the mileage, let me look and see what exactly we need.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And do you have your policy number handy by chance?
[CUSTOMER][NEUTRAL] Uh, I got it in my phone. Hold on, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, let me find it.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][POSITIVE] No, you're fine. Fine. Take your time.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The policy number is 00.
[CUSTOMER][NEUTRAL] 70
[CUSTOMER][NEUTRAL] 8357.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then, uh,
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You have [PII]'s um birthday.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, let's see. So, for the travel.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] There's so on that form there's a spot on there for um.
[AGENT][NEUTRAL] Yeah, so it looks at your address and then you can tell, so is this over 50 miles from your home?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so there'll be a spot on there. There's section C. It'll be begin date of travel.
[AGENT][NEUTRAL] Method of travel like did you travel by car or bus or um plane and then it asks for the address of the hospital where you're going and then so they determine mileage based on your home address and then where that hospital is and of course it's not a guarantee of payments.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and so,
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] When you get those forms, that's what you'll plug in right there is your travel, cause it's gonna pay um
[AGENT][NEUTRAL] It pays a certain uh
[AGENT][NEUTRAL] Amount of money per mile that you travel.
[AGENT][NEUTRAL] Let me see what
[CUSTOMER][NEUTRAL] OK, well, let me, uh let me ask you one more question. Uh, OK, so.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] since he had got diagnosed with this. They're doing a lot of tests on different things, you know, like, like right now we're on our way because something they saw when they did the, the uh the PET scan.
[CUSTOMER][NEUTRAL] I think it's called the PET scan.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, when they did that, they saw something in his o or something, so that's why we're on our way over here now cause we got to have an EGD. So do, can we file that, that, um, mileage too cause it's
[CUSTOMER][NEUTRAL] It's for the canceled. I mean, that's when we went to the cancer doctor when they did the pick you to see have it spread it or how much had it spread it, and then they saw something here. So that's why we're going to get this deal. So do I, do I file this trip?
[AGENT][NEUTRAL] So, everything depends on the diagnosis that they put on the claim.
[AGENT][POSITIVE] So, if, if it's a diagnosis of cancer on the claim, then it's gonna be eligible to be paid out to you.
[AGENT][NEUTRAL] So it just, it just depends on how they, they code it cause they have to put the diagnosis and then they did.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK. OK then. Well, I just, I'm not, I didn't never dealt with this and I just don't wanna do nothing wrong, but I do wanna do what I'm supposed to do right.
[AGENT][NEUTRAL] Oh, I understand, yeah. So anytime you get, um, so the main thing to keep in mind when what we need is we always need information that has, it's, there's very specific things that shows the diagnosis that he was treated for.
[AGENT][NEUTRAL] And then what they actually did, like you said today, they're doing an EGD. So we're looking for that diagnosis, what he was and then what they did today, and then the date of the service and then how much it cost.
[AGENT][POSITIVE] And then we match that up against your plan and we, we can pay out accordingly.
[AGENT][NEUTRAL] Does that make sense?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][POSITIVE] OK, yeah, so be sure when you submit stuff and if you have any questions at all when you get a piece of paper or bill, don't hesitate, give, give us a call back I I can help you walk you through it and make sure we've got everything we need that way you're not, you know, wasting time and submitting stuff if we don't have what we need.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK. OK. Thank you so much, Ms. [PII]. I kinda appreciate you. I'm so glad I got you all this good this morning.
[AGENT][POSITIVE] I know, I know, it's a good, it's a good Friday. It's a good Friday. I hope you all have a good day and have have safe travels, OK?
[CUSTOMER][NEUTRAL] Help me get you
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.