AccountId: 011433970860
ContactId: 3bdcb899-1b73-48d1-a7e6-32d2e04b6ad8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 754419 ms
Total Talk Time (AGENT): 284048 ms
Total Talk Time (CUSTOMER): 162299 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/3bdcb899-1b73-48d1-a7e6-32d2e04b6ad8_20250206T20:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is uh my bank you need my account number.
[AGENT][NEUTRAL] I'm so sorry. I did not, I cannot understand you.
[CUSTOMER][NEUTRAL] Uh, my name is uh [PII], ma'am. Do you need my account number?
[AGENT][NEUTRAL] OK, you said your last name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], and what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Say that again, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And your policy?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, Mr. [PII], there's some type of noise in the background that is making it very hard to
[CUSTOMER][NEUTRAL] Oh, OK. I'm, I was, I was, I was rolling the trash then. OK, uh, uh, what you want my, you want my name again?
[AGENT][NEUTRAL] May I have your policy number?
[CUSTOMER][NEUTRAL] 256-603-0.
[AGENT][NEUTRAL] OK, thank you. And while I'm pulling up your information, Mr. [PII], how can I help you today?
[CUSTOMER][NEUTRAL] Yes, uh, how do I got about, uh, when I drive to, when I get to start my cancer treatments, radiation treatments, uh, how do I get something for like gas mileage? Do I have like a sheet that that gets me out of this?
[CUSTOMER][NEUTRAL] Costs where I'm from from [PII] to [PII] is 52 miles there and 52 miles back.
[CUSTOMER][NEUTRAL] So that'd be like 100 miles 5 days a week.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so Mr. [PII], you have a question regarding your benefits on your mileage on your policy, is that correct? Yes, I can help you with that. Now first off, I'll need to verify several things with you for security purposes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So, if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and also any information, Mr. [PII] that I do provide would be a verification of benefits and not a guarantee of payment. So the next piece of information to verify with me is gonna be your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] Alright, and lastly your email address?
[CUSTOMER][NEUTRAL] Uh, [PII]. No, I'm sorry. [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying your information. So give me a moment to get your policy pulled up.
[AGENT][NEUTRAL] OK so you're wanting to try and find out what you need to submit for your mileage, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] Alright, so let me see, one moment.
[CUSTOMER][NEUTRAL] Will I pay for a drive there and back.
[AGENT][NEUTRAL] According to your policy information, you have a mileage that says, OK, let's see, to travel by car it's 40 cents per mile and a maximum of 12 trips per covered person per calendar year for all modes of transportation combined, because you also have a 40 cents per mile coach fare if you were to have to travel by bus, plane or train.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So if I travel by car, 52 miles in 52 miles back, so that'd be 40 cents a mile.
[AGENT][NEUTRAL] Let me see, it's 40.
[CUSTOMER][NEUTRAL] So be 104 miles.
[AGENT][NEUTRAL] OK, bear with me just a moment. I'm having trouble pulling up some information. I'm having trouble getting it to load Mr. [PII], just a moment.
[CUSTOMER][POSITIVE] Take your time, man. No, no rush. Take your time.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so do you mind letting me place you on a brief hold, Mr. [PII]?
[CUSTOMER][NEUTRAL] Go ahead, man.
[AGENT][POSITIVE] OK, thank you so much. One moment, please.
[CUSTOMER][NEUTRAL] OK. Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I don't mind, I don't know.
[AGENT][NEUTRAL] What?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, Mr. [PII], thank you so much for holding for me. I really appreciate your patience. OK, so for your mileage, you will need to, we will have to have an itemized bill, you know, from your provider.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] The itemized bill that includes the diagnosis and the treatment provided.
[AGENT][NEUTRAL] And once the claim has been submitted, then it will be reviewed for the mileage benefit.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, so I have to get something from the doctor.
[AGENT][POSITIVE] Correct, yes, sir. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir, a fully itemized bill and with the with the diagnosis and treatment. No sir, I believe I spoke to you the other day and mail I emailed you the user guide instructions for setting up the portal along with the claim form and it does have the instructions on there as well.
[CUSTOMER][NEUTRAL] OK then, so do y'all, y'all need to send me something?
[CUSTOMER][NEUTRAL] And then you
[CUSTOMER][POSITIVE] Yeah, I did, yes ma'am.
[CUSTOMER][NEUTRAL] Well, I faxed my claim form back this morning.
[CUSTOMER][NEUTRAL] All my stuff back this morning.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, but do you still have a cop? Yes, do you still have a copy of it though on your email where I had sent it to you?
[CUSTOMER][NEUTRAL] What everything
[CUSTOMER][NEUTRAL] Yes, you got to print that out.
[AGENT][NEUTRAL] You should still have yeah, OK.
[AGENT][NEUTRAL] Yes, sir. If the instruction, you, yes, sir, you can. Mhm.
[CUSTOMER][NEUTRAL] Do I need to print that part out?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you're submitting, if you're submitting for the mileage, again, it would be the same types of documents, an itemized bill with the diagnosis and your treatment provided. So it's showing your dates of service. And so yes sir that's what you would submit for your mileage.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because I know I submitted the, uh, uh, I put the, uh, I I faxed off the, uh, what was that today, uh, how much I have to put the $500 down, then they got a payment range we set up every [PII] of the month.
[CUSTOMER][NEUTRAL] And uh.
[AGENT][NEUTRAL] I can
[CUSTOMER][NEUTRAL] No, I said I, I set up a payment rate with them. So all, all the stuff you should, when y'all get the, when y'all know when how long y'all take to get a fax with you should set everything in the paperwork I sent over to y'all.
[AGENT][NEUTRAL] Uh, OK, so I see that there is something that was received today that has been placed in line for review. It has not yet been reviewed, but I can see that there is, um, there was something received today.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK then, uh, you know how long it takes me to hear from y'all on that that there, ma'am.
[AGENT][NEUTRAL] It's approximately 10 business days.
[CUSTOMER][NEUTRAL] OK, so I say around the [PII].
[AGENT][NEUTRAL] Now, if you set up your
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] I got, I got my portal set up, yes ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh you did because OK so you can opt in for text notification alerts which the instructions are also um included in that user guide that I sent you and you can also add in direct deposit information so that if we're able to pay benefits to you they could be electronically deposited.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Instead of them of us having to mail a paper check to you, which could take up to, you know, if we're able to pay benefits to you, mailing a paper check that could take 10+ business days.
[CUSTOMER][NEUTRAL] Oh yeah
[AGENT][NEUTRAL] To receive that.
[CUSTOMER][NEUTRAL] So it's hard to set up benefits for me or is it hard or not?
[CUSTOMER][POSITIVE] On the benefits part. So y'all got y'all got to review everything and make sure everything is good.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] That is correct. It has to go under review the information if there's any additional.
[CUSTOMER][NEUTRAL] OK, I know everything's from the doctors.
[AGENT][NEUTRAL] And if there's any additional information that would be needed, that would be indicated on your explanation of benefits as well, but you'd be able to see all of that in your portal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][POSITIVE] All right, well, you're certainly very welcome. So is there anything else that I can help you with this afternoon, Mr. [PII]?
[CUSTOMER][POSITIVE] Oh, no, that's it. Thank you, thank you, man.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and, and I hope you have a very nice evening.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.