AccountId: 011433970860
ContactId: 72bb2c11-aadf-4745-a13d-3f3c74733db1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 849200 ms
Total Talk Time (AGENT): 391240 ms
Total Talk Time (CUSTOMER): 288742 ms
Interruptions: 9
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/72bb2c11-aadf-4745-a13d-3f3c74733db1_20250331T13:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yeah my name is uh [PII]. Let me give you my account number is uh.
[CUSTOMER][NEUTRAL] [PII] and my date of birth is [PII]. My email address is.
[CUSTOMER][NEUTRAL] My still got [PII].
[AGENT][NEUTRAL] OK, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so, all right, Mr. [PII], please a moment to get your information pulled up before we start verifying everything.
[AGENT][NEUTRAL] And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, thank you. And give me a moment please to get your policy information pulled up.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Mr. [PII], how first off, before we verify your information, how can I help you today?
[CUSTOMER][NEUTRAL] I just check on the status of my claim, that's all.
[AGENT][NEUTRAL] OK, you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, yes, ma'am.
[AGENT][NEUTRAL] Yes, so I can help you with that. And so again if you could first, um, well first off I will need to verify your information as you know for security purposes and any information that I provide for you would be a verification of benefits and not a guarantee of payment. So first off, what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Your zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the phone number you did give me is what we have.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Have on file and the last thing again was your email address and that is your work email.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And what is that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's the [PII].
[AGENT][NEUTRAL] OK, now you said it's [PII] [PII], we have something a little different for your work email.
[CUSTOMER][NEUTRAL] Is it, is it [PII]?
[AGENT][NEUTRAL] Yes, sir. So, is that correct?
[CUSTOMER][NEUTRAL] OK, yes ma'am. OK, I don't know why I said my full name but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's all right. OK, so, Mr. [PII], um, I can see that the most recent information we received, which was on the [PII].
[AGENT][NEUTRAL] Of March rather, that is in line for review.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that has not yet been reviewed.
[CUSTOMER][NEUTRAL] But they say anything.
[AGENT][NEUTRAL] That's the information that you submitted to us on the [PII]. Is that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's the doctor stuff y'all get right.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] I can't, give me just a moment so I can try and see if I can.
[CUSTOMER][NEUTRAL] But I know they're saying they get something from the doctor.
[AGENT][NEUTRAL] Yes, sir. It does show that we were needing information. Let me see if that is what this is.
[AGENT][NEUTRAL] It's in line for review, just one moment.
[CUSTOMER][NEUTRAL] And next time I talked to someone they said they seen $5000 or something they said they first time they saw that.
[AGENT][NEUTRAL] OK, I'm sorry, I didn't understand what you were asking.
[CUSTOMER][NEUTRAL] I talked to someone last week and they said they saw $5000 on something.
[CUSTOMER][NEUTRAL] They said they never saw that before now.
[AGENT][NEUTRAL] OK, so just a moment first off to see what we've received. So it does show that we have received 6 pages.
[AGENT][NEUTRAL] Of medical information.
[AGENT][NEUTRAL] From Baptist Health. Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the uh urologist.
[AGENT][NEUTRAL] OK, so that's what was
[CUSTOMER][NEUTRAL] You already got that cause they paid $38 to get that and they got that last week.
[CUSTOMER][NEUTRAL] They said a doctor will review on it.
[AGENT][NEUTRAL] And that's what has not been yet reviewed.
[AGENT][NEUTRAL] Yes sir, it is still in review.
[CUSTOMER][NEUTRAL] Uh, the doctor.
[CUSTOMER][NEUTRAL] Oh, OK. That's all it says, so it might be another 2 or 3 more weeks.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Uh, it should not quite be that long. It's about approximately 10 business days on the cancer policies. Um, mm, give me just a moment. I wanna look at just a couple of things, please.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] So yes, sir, that is just still in review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like I said, about another 10 days, but like.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Somewhere like [PII] call back.
[AGENT][NEUTRAL] Yes sir, I would say that would be sufficient. Now, did you ever set up your uh profile in our portal?
[CUSTOMER][POSITIVE] Yes ma'am, I did all that.
[AGENT][NEUTRAL] Oh so that you can log in and actually have OK so.
[CUSTOMER][NEUTRAL] You put my uh checking account number and everything.
[AGENT][NEUTRAL] Oh, I'm sorry. Go ahead.
[CUSTOMER][NEUTRAL] I did my checking account number and everything last week. I put all that in there and the girl told me she saw that.
[CUSTOMER][NEUTRAL] And she said the doctor had done a review looking at it. She said she didn't see the $5000 thing that on there.
[AGENT][NEUTRAL] Yes, so I can see that.
[CUSTOMER][NEUTRAL] Out of $5000.
[AGENT][NEUTRAL] Yes, sir. So that is
[AGENT][NEUTRAL] That is still in review.
[AGENT][NEUTRAL] And I do see it also opt in for text notification alerts, Mr. [PII], so once the claim.
[CUSTOMER][POSITIVE] OK, thank
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It has been reviewed should receive a text message and you know that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now what about the gas mileage because so far it's been, it's gonna be like this month I know $600.
[CUSTOMER][NEUTRAL] And then I think this was gonna be like 500 to $600. It's been like $25 a day going back and forth up there.
[CUSTOMER][NEUTRAL] It's 110 miles a day, 55 miles and 55 miles back.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK. And have you been submitting your information related to your travel?
[CUSTOMER][NEGATIVE] I don't nobody can send me anything for that.
[AGENT][NEUTRAL] OK, so you would
[CUSTOMER][NEUTRAL] Nothing. I haven't seen anything from anything like that.
[AGENT][NEUTRAL] OK, so you would need to submit.
[AGENT][NEUTRAL] Your portion of the cancer claim form along with your receipts.
[AGENT][NEUTRAL] For the dates of to they go along.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So how, how do I go about doing that? Just, just keep the receipts, the gas receipts.
[AGENT][NEUTRAL] along with the dates of uh treatment that you're receiving.
[AGENT][NEUTRAL] You can apply that.
[AGENT][NEUTRAL] Yes, sir. And then you would need to, um, we will also, you know, have to
[AGENT][NEUTRAL] It will have to show that those were treatment days for you.
[CUSTOMER][NEUTRAL] Oh see I need the time I go see them.
[AGENT][NEUTRAL] Yes, sir, so that we can see that the, the gas, the mileage was related to your treatments.
[CUSTOMER][NEUTRAL] Go
[CUSTOMER][NEUTRAL] OK, so I didn't get that from them because it started on my treatment started [PII].
[AGENT][NEUTRAL] Yes, sir. And for each of the dates of treatment, you know, that you're gonna be submitting your mileage for the receipts.
[AGENT][NEUTRAL] And then you can upload all that.
[CUSTOMER][NEUTRAL] So every time I go to the gas station, keep the receipt print it out and send it and then fax it to y'all.
[AGENT][NEUTRAL] Yes, sir. Along with, you know,
[CUSTOMER][NEUTRAL] So basically just wait for the whole month is out and then send you all the receipts.
[AGENT][NEUTRAL] You can do that. Yes, sir, you can do that along with the dates. Yes, sir, so that you can get your receipts from your provider showing that those were for your treatment dates.
[CUSTOMER][POSITIVE] That's the best way to do it, OK.
[CUSTOMER][POSITIVE] OK, I'll just get them to send that over to y'all.
[AGENT][NEUTRAL] You can do that. I can send that as well, uh huh.
[CUSTOMER][NEUTRAL] OK, I just give every day to tell him give me off fast.
[AGENT][NEUTRAL] Whichever is easier.
[AGENT][NEUTRAL] Yes, are you
[CUSTOMER][NEUTRAL] Yeah, I just let them do it. They can fax every day I do a treatment.
[CUSTOMER][NEUTRAL] And get them to fax it over to y'all.
[AGENT][NEUTRAL] Yes sir
[AGENT][POSITIVE] That would, yes, you can do that. Mhm.
[CUSTOMER][NEUTRAL] And then keep my receipts.
[CUSTOMER][NEUTRAL] For the whole month and then
[CUSTOMER][NEUTRAL] Fax those receipts, make copies of it fax those receipts over to you.
[AGENT][NEUTRAL] That is, yes.
[CUSTOMER][NEUTRAL] OK, then I'll do that too. And uh what else would y'all need?
[AGENT][NEUTRAL] And on the first, on the cancer claim form that you have on that first page, you, you know, there is a section on there for mileage or transportation.
[AGENT][NEUTRAL] So you would just complete that and send that along with your receipts.
[CUSTOMER][NEUTRAL] Oh, can you send that to me then email because I don't have that.
[AGENT][NEUTRAL] OK, are you able?
[CUSTOMER][NEUTRAL] I never had that. I never had that thing.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] You've never had the claim form?
[CUSTOMER][NEUTRAL] Repeat that.
[AGENT][NEUTRAL] Yes, sir, print, do you have the ability, Mr. [PII], to print?
[CUSTOMER][NEUTRAL] I had to claim on for, but I never had the one for the.
[CUSTOMER][POSITIVE] Yeah, I got the ability to print it, yeah, I print it home.
[AGENT][NEUTRAL] It's the same form.
[AGENT][NEUTRAL] Uh-huh. Yes, sir, it's the same claim form. It's on page one of your
[CUSTOMER][NEUTRAL] And what, what was like far was it?
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] OK, so I got this. I saved that on my computer. I do just pull it up.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And then this is what it say it say claim form for gas mileage.
[AGENT][NEUTRAL] Well, it's, it doesn't, there's not a specific, it's the cancer claim form.
[AGENT][NEUTRAL] OK, so it's the same, it's the
[CUSTOMER][NEUTRAL] OK, yeah, I, I'll send all that back to y'all did.
[AGENT][NEUTRAL] Right, but if you still have it saved on your computer, what you're gonna.
[AGENT][NEUTRAL] To do is you're just going to download that form again and on the first page it talks about non-local transportation. There's a section that you would fill in for that.
[AGENT][NEUTRAL] Like the beginning date of travel, the method of travel, and the street, you know, the address for your treating location and
[CUSTOMER][NEUTRAL] OK, I took that to the link. You filled that out for me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then you can include your receipts with that and just make sure inundate that first page.
[CUSTOMER][NEUTRAL] So you need a map.
[CUSTOMER][NEUTRAL] So you need a map
[CUSTOMER][NEUTRAL] Well, I get them to do all that then I have them to fax out my information over to when I go there. I gotta go back today.
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I will tell them the facts.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The mileage, the uh the map where I need to go at.
[CUSTOMER][NEUTRAL] In the days I go at.
[CUSTOMER][NEUTRAL] The months and the days and then I would just
[CUSTOMER][NEUTRAL] The child do the rest. Would that work?
[AGENT][NEUTRAL] Yes, sir. Again on
[AGENT][NEUTRAL] That first page of the claim form, there is a set non-local transportation.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you would complete that first page and then include your receipts.
[AGENT][NEUTRAL] For your, uh, travel expense.
[CUSTOMER][NEGATIVE] I really can't do that at the end of the month to fill that out.
[CUSTOMER][NEGATIVE] Cause I had to wait till I get all my receipts gathered up for the whole month.
[AGENT][NEUTRAL] You can
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And then I can fax it over to y'all like that then.
[AGENT][NEUTRAL] That's, that is fine along with your treatments. You can, you can. Yes, sir.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, well I'll get them to send y'all a map.
[CUSTOMER][NEUTRAL] To where I go to then I get them to do that and to print that out and send it to y'all that y'all can see from where I live to where far I got to go. That what y'all need?
[AGENT][NEUTRAL] That is, you can send that as well. But again, we need documentation showing your treatment date.
[AGENT][NEUTRAL] Along with your receipts that you're gonna send us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I got my receipts. Like I said, I'm still going every day, so I just wait to every end of the month to send the receipts in.
[AGENT][NEUTRAL] That'll be fine.
[CUSTOMER][NEUTRAL] So it'd be an estimate y'all can see how much that I spend in gas going up there.
[CUSTOMER][NEUTRAL] Cause I know right now it's been $500 in gas going up there.
[CUSTOMER][NEGATIVE] So far.
[AGENT][NEUTRAL] Yes, sir. OK. So that will be fine if you want to submit it all at one time.
[CUSTOMER][NEUTRAL] No that, yeah.
[CUSTOMER][POSITIVE] OK. Thank you, ma'am.
[AGENT][POSITIVE] Well, you're very welcome. So is there anything else, Mr. [PII] that I can help you with this morning?
[CUSTOMER][POSITIVE] And that was it thank you.
[AGENT][POSITIVE] OK, well, you're very welcome and thank you for calling APL. I hope you have a very nice day.
[CUSTOMER][NEUTRAL] In
[AGENT][POSITIVE] Uh, thank you very much.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Bye bye bye.
[CUSTOMER][NEUTRAL] So