AccountId: 011433970860
ContactId: 3afb0efc-2493-47ab-b98e-d15f598fa907
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266000 ms
Total Talk Time (AGENT): 118821 ms
Total Talk Time (CUSTOMER): 81070 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/3afb0efc-2493-47ab-b98e-d15f598fa907_20250318T16:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Morning. Thank you for calling APL. My name is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and my uh account number is [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. Can you verify your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII] still out of [PII].
[AGENT][NEUTRAL] And what is a good call back number and email?
[CUSTOMER][NEUTRAL] [PII] [PII] email address [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, thank you, sir.
[AGENT][POSITIVE] And how can I help you today?
[CUSTOMER][NEUTRAL] Yeah, I don't know about getting paid for mileage like my treatment start next week on the [PII]. Yeah, it's 53, uh, how my, just give me a minute, miles.
[AGENT][NEUTRAL] For mileage?
[AGENT][NEUTRAL] OK. So.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 775 miles there and back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what we're gonna need, Mr. [PII], um, of course, uh we have your home address, so that's not a problem, but we will need the physical address for the location of your treatment.
[CUSTOMER][NEUTRAL] on what's it called?
[AGENT][NEUTRAL] And then, of course, your itemized bill for the treatment.
[CUSTOMER][NEUTRAL] Yeah y'all got mine and my bill for treatment. The address and things on there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So for, that's what they use for your mileage benefit.
[CUSTOMER][NEUTRAL] OK. That's what the mileage benefits.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. What about the uh uh.
[AGENT][NEUTRAL] Now if you have
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] I was gonna say if you have a a lodging expense, we'll need the receipt.
[AGENT][NEUTRAL] From the payment of the, the lodging.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What about like a nurse or something, someone at the house with me or whatever like that.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let me pull up your policy benefits.
[AGENT][NEUTRAL] Have you got that online account so you can view your policy benefits?
[CUSTOMER][NEGATIVE] They keep kicking up my password for some reason.
[AGENT][NEGATIVE] Oh my goodness, that's not nice.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] to try to reset it.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So if you ever wanna view your policy benefits just click on your policy number once you get into that account and it'll download your policy. Let me see if home health is.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Covered, bear with me just one second.
[AGENT][NEUTRAL] I'm checking, so bear with me just one second.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] You do have a home healthcare benefit.
[AGENT][NEUTRAL] So we'll need
[CUSTOMER][NEUTRAL] That was
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] We'll need a billing for that home healthcare as well.
[CUSTOMER][NEUTRAL] OK, and how much does that pay, ma'am?
[AGENT][NEUTRAL] Looks like $100 per day.
[CUSTOMER][POSITIVE] OK. Thank you, ma'am.
[AGENT][POSITIVE] It's been a pleasure. Now that is a verification of coverage and not a guarantee of payment, but Mr. [PII], it was a pleasure. I am so sorry, Mr. [PII]. It has been a pleasure to assist you. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Mm. That's right.
[CUSTOMER][NEUTRAL] Did y'all get those papers for sexyo?
[AGENT][NEUTRAL] We do have a document that is in line to be processed. We received those on [PII] yesterday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] My pleasure, Mr. [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Thank you bye bye.