AccountId: 011433970860
ContactId: 78779f5f-13a5-4aed-9a5b-8fab6b355320
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 498109 ms
Total Talk Time (AGENT): 183644 ms
Total Talk Time (CUSTOMER): 160350 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/78779f5f-13a5-4aed-9a5b-8fab6b355320_20250407T22:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII].
[AGENT][NEUTRAL] How can I help you today, [PII]?
[CUSTOMER][POSITIVE] Yes, I was gonna send my bills over to y'all from the, for my uh radiation treatment and my uh all the bills I've got from you. I'm gonna fax them over. I'll just upload them onto your files.
[AGENT][NEUTRAL] Uh, yeah, you can upload it online if you needed to fax it or put it in the mail, either whatever is best for you.
[CUSTOMER][NEUTRAL] I probably put in the mail, but uh.
[CUSTOMER][NEUTRAL] That's what I have to do because I got, I know one is.
[CUSTOMER][NEUTRAL] Let me ask you how much, how much do y'all pay with that stuff.
[CUSTOMER][NEUTRAL] Like a percentage.
[AGENT][NEUTRAL] Well, I would
[AGENT][NEUTRAL] it would depend on the policy. Do you have your policy number?
[CUSTOMER][NEUTRAL] Oh yes, it's uh 256.
[CUSTOMER][NEUTRAL] 6030.
[AGENT][NEUTRAL] OK, let me pull this up here.
[AGENT][NEUTRAL] And then [PII], can I get your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII] mailing address [PII].
[AGENT][NEUTRAL] So let me pull your policy certificate up here.
[AGENT][NEUTRAL] OK, so the maximum benefit for any radiation, chemotherapy, or immunotherapy within a 12-month period is $20,000.
[CUSTOMER][NEUTRAL] OK. Well, I saw that [PII] and taking.
[CUSTOMER][NEUTRAL] Just uh
[CUSTOMER][NEUTRAL] Radiation treatment.
[AGENT][NEUTRAL] OK. Yeah, so it would cover up into that amount and if it exceeded that, then nothing would be covered once that was exhausted in the 12-month period.
[CUSTOMER][NEUTRAL] OK, uh, what about the gas mileage?
[CUSTOMER][NEUTRAL] How does that work?
[AGENT][NEUTRAL] Um, transportation.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, transportation is a maximum of 12 trips per covered person per calendar year.
[CUSTOMER][NEUTRAL] On 12 trips?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What about 48 trips?
[AGENT][NEUTRAL] It's only gonna cover 12 by car.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I didn't did it so far. I got one more week and that'd be my 12 weeks right there.
[AGENT][NEUTRAL] And it's gonna
[AGENT][NEUTRAL] OK, so yeah, maximum of 12 trips per covered person per calendar year, and it pays 40 cents per mile.
[CUSTOMER][NEUTRAL] So 110 miles a day and what would that be 5 days a week.
[CUSTOMER][NEUTRAL] Just go back and look for [PII].
[AGENT][NEUTRAL] 5 days a week, you said?
[CUSTOMER][NEUTRAL] Yeah, I gotta go I go 5 days a week. I start on the [PII].
[AGENT][NEUTRAL] It's 20 $220.
[CUSTOMER][POSITIVE] No, no, it's it's nice, it's uh 53 miles there and 53 miles back. That's what I say like around like 110 altogether.
[AGENT][NEUTRAL] So that's based off of a 100, that's based off of 110. 110 times, yeah, 0.4.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Yes, based upon.
[AGENT][NEUTRAL] It's $44.
[AGENT][NEUTRAL] And if you times that by 5, then that's where you get 220.
[CUSTOMER][NEUTRAL] OK, so basically like 280.
[CUSTOMER][NEUTRAL] Because like you said, only for 12 days, right? So I have then let's see, you count from the [PII] and then you start again in April and then you count the day and then all this week that's 5.
[CUSTOMER][NEUTRAL] 6789 10. So I have 10 or 2 more days it ends, right.
[AGENT][NEUTRAL] Yeah, it's only gonna pay for 12 trips total, uh, you know, so if you're
[CUSTOMER][NEUTRAL] So how do I go about getting this information to y'all on that?
[AGENT][NEUTRAL] Do you have a claim form for any of this, [PII]?
[CUSTOMER][NEUTRAL] No, I have a claim form that you can send me one. I can print it out.
[AGENT][NEUTRAL] OK. Do you want it emailed or do you want it?
[CUSTOMER][NEUTRAL] For the gas mileage.
[CUSTOMER][NEUTRAL] Email to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Cause I've been paying out of pocket.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, for anything that you submit, you're gonna need a claim form with supporting documentation. You can submit everything all at once or you can do it item by item, whatever your preferences.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Well, I got a bunch of gasses see if I can lay them down and make car loads.
[AGENT][NEUTRAL] When it comes to the transportation, you're going to need an itemized receipt.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] For all travel and lodging expenses along with a claim form.
[CUSTOMER][NEUTRAL] OK, I got, I got the gas receipts.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for any radiation or chemotherapy that you're going to
[AGENT][NEUTRAL] Submit claims form.
[AGENT][NEUTRAL] You're gonna need the claim form, you're gonna need an itemized medical bill from the provider and the explanation of benefits from your medical carrier.
[CUSTOMER][NEUTRAL] I get that at home.
[CUSTOMER][POSITIVE] I would get there too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I send all this stuff over to you too.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I will email you the form and then you can print that out um at your leisure and uh then you can send it back to us, the mailing address and the fax number on the claim form also.
[CUSTOMER][NEUTRAL] So you want all the information?
[CUSTOMER][NEGATIVE] No longer the gas receipts.
[CUSTOMER][NEUTRAL] And the uh itemized bill from the place, right?
[AGENT][NEUTRAL] Mhm, yeah, if you're gonna be filing claims for all that, yes, yep.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I know two of them so far 2 $433. I got another one the bill today was $77 and I had the first was $433. So I get an automatic billing from them then too.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I send to you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, thank you then, ma'am. I appreciate it you have me a whole lot.
[AGENT][POSITIVE] Yeah, not a problem. So, uh, claim forms on its way to you and then if you have any other questions or concerns, you know, feel free to always give us a call, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, but like I said, all my medical expenses probably more like 8 or $9000 because I put $500 down when I did the biopsy and they, I've been paying $104 on that. I I put $500 down and they've been taking $104 out of my check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For that, well, it's like a, a, a pair, a pair arrangement with them. And then the biopsy was all, I mean, a cancer treatment all that together. I think it says like $4800. So it's like 6 to $7000 total.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's all.
[AGENT][NEUTRAL] Alright, yeah.
[CUSTOMER][NEUTRAL] I get all that to you though, man.
[AGENT][POSITIVE] Yeah, absolutely get it sent to us and then we will get those processed, OK?
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome. Take care.