AccountId: 011433970860
ContactId: 3f290e02-46da-470c-8364-11047cd4ae0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202639 ms
Total Talk Time (AGENT): 72613 ms
Total Talk Time (CUSTOMER): 123649 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/3f290e02-46da-470c-8364-11047cd4ae0d_20250110T16:33_UTC.wav
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[AGENT][POSITIVE] Morning. Thanks for calling A to [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I had just gotten a, a payment on a cancer claim. I was wondering, I, I had a question about it. What do you need, uh, you know, to look at it? Do you need the policy number or what do you need?
[AGENT][NEUTRAL] Uh, let me start by getting a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, OK, OK. [PII].
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] It is um 00640053.
[AGENT][NEUTRAL] And Ms. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can you verify your address?
[CUSTOMER][NEUTRAL] Verify what?
[AGENT][NEUTRAL] Your address?
[CUSTOMER][NEUTRAL] I, I didn't know
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And lastly, can you verify your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], thank you for that. You said you had a question about your, your claim?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am. I've gotten a check 45495, and I don't know if my daughter did this. It said for the, you didn't pay anything on the mile because it says no physical address. What did she does not, because I live in [PII] and it's, that would be over 50 miles, you know, it's 100 miles one way. So, uh.
[AGENT][NEUTRAL] So, um, on the transportation part, we need the, um, the physical address of where you um had your treatment done for that day.
[CUSTOMER][NEUTRAL] OK, um,
[AGENT][NEUTRAL] So if she wants this, um.
[CUSTOMER][NEUTRAL] I will have to
[AGENT][NEUTRAL] So if she wants to this, you can, so that letter that we sent that showed it was, we need, so you can just write the address on there and send that back in.
[CUSTOMER][NEUTRAL] Uh, uh, uh, send it to, put address on this, on this claim and send it back to you. Is that what you're saying or what? Or.
[AGENT][NEUTRAL] Yes, ma'am. So we, um, you received an EOB showing that was denied?
[CUSTOMER][NEUTRAL] Yes, it said uh it didn't pay anything on mileage because it said need the physical address and I don't guess they knew where I was, I, I guess they didn't know the place of the location where I went. My address is on there, but the, the place where I went for the infusion, I guess may not have been on there anywhere. So, no.
[AGENT][NEUTRAL] That's correct. So you can just write it on there, that claim that we sent and where the, the address is and just send that back into us.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, and just mail it back to you then.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is that what you, OK, OK. All right. I'll do that. I just didn't know how to, so in the future, does, does, does she have to put something in there every time or, or how does it
[AGENT][NEUTRAL] Yes, ma'am. Sometimes we can look up um the address, but some, if there's like several locations that we can't find the name, um, then we have to send out to, to get that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. And then they might do an adjustment to add that mileage on there then, pay for the mileage. OK. OK. Thank you so much. I appreciate it. OK, I'll, I'll get that on there then. OK, bye.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No problem, Ms. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, that was all thank you.
[AGENT][POSITIVE] No problem, thanks for calling