AccountId: 011433970860
ContactId: 7a077a1c-a489-4d4f-86c2-9e2d74f99786
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1234140 ms
Total Talk Time (AGENT): 340844 ms
Total Talk Time (CUSTOMER): 277187 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/7a077a1c-a489-4d4f-86c2-9e2d74f99786_20250408T18:56_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII], how are you doing today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Good. Um, couple of questions. So I'm trying to file my travel plans.
[CUSTOMER][NEUTRAL] And I need to see which form uh or which claim number I file them under.
[AGENT][NEUTRAL] OK. Um, could I get your name and your policy number?
[CUSTOMER][NEUTRAL] [PII], um, I have 644-578 and 644574.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it claims for yourself?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. I just need to verify a few pieces of information. Do you have a good callback number just in case I lose you?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And lastly, your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let's see, so we're wanting to file for your travel, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] What uh data service was it related to?
[CUSTOMER][NEUTRAL] Um, so this will be for I've got several that travel are the ones that I, I've been trying to catch up on all this the last week so I've sent in a bunch, but this is, um, the first one I'm gonna be filing is 33 to 36 of this year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] And you're filing those on the portal, is that correct?
[CUSTOMER][NEUTRAL] Well, I've just been faxing in um my sheets.
[AGENT][NEUTRAL] Oh, OK, that's fine.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] And what was the number of your other policy did you say?
[CUSTOMER][NEUTRAL] I have 644-574 and 644578, I believe.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let's
[AGENT][NEUTRAL] OK, the one the 644-578 is your intensive care coronary care unit policy.
[AGENT][NEUTRAL] And let me, let me look at your other policy real quick if you don't mind.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and let's see.
[AGENT][NEUTRAL] OK, now it looks like the other one is your cancer policy, so.
[AGENT][NEUTRAL] Let me see what the benefit is on that.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Have you filed travel claims before?
[CUSTOMER][NEUTRAL] I have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's been a while. I'm, I'm running like several years behind trying to play catch up on everything.
[AGENT][POSITIVE] Oh, totally understand, yeah.
[CUSTOMER][POSITIVE] I've been carrying this stuff around with me for I don't know, 2 years and I'm finally getting it out of my bag so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, I'm trying to determine which one you can file the travel charges on, um.
[AGENT][NEUTRAL] Let me see um.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Um, can I place you on a brief hold real quick?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Could be any slower.
[AGENT][NEUTRAL] benefits daily hospitals $140.
[AGENT][NEUTRAL] Look this one
[AGENT][NEUTRAL] Daily, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I'm so sorry. I, I'm trying to find where it shows that there's a travel benefit, but I'm not finding that. I see that on your cancer policy, there's a $140 per day benefit.
[AGENT][NEUTRAL] On the ICCC or policy, you have a couple of different benefits. There's a $300 and then a $600.
[AGENT][NEUTRAL] Do you recall when you were paid for travel expenses when that was from?
[CUSTOMER][NEUTRAL] It was from [PII] was the last 1 [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] That's the last one I filed.
[AGENT][NEUTRAL] That was the last one you filed, OK.
[AGENT][NEUTRAL] Um, excuse me.
[AGENT][NEUTRAL] Let's see this is.
[AGENT][NEGATIVE] I, I just don't wanna
[CUSTOMER][NEUTRAL] Cause I know it was like 500 miles.
[AGENT][NEUTRAL] OK, let's see if I can locate that.
[AGENT][NEUTRAL] I've got some from [PII], um.
[AGENT][NEUTRAL] Would that be right? the [PII]?
[AGENT][NEUTRAL] Cause I show that
[CUSTOMER][NEUTRAL] Hold on, let me look back.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now when was that done?
[AGENT][NEUTRAL] This one was for [PII], and we paid out $300.
[CUSTOMER][NEUTRAL] OK, that would have been right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've done that. But there was a big one that was for travel, I wanna say.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] I feel like I filed them all at about the same time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, and then it looks like we also had one from [PII] that was for 600.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, that we paid out.
[AGENT][NEUTRAL] Um, and that was paying out for the hospital stay.
[AGENT][NEUTRAL] Or the ICU.
[CUSTOMER][NEUTRAL] Right, this was travel.
[AGENT][NEUTRAL] I'm not, let's see, let me look at this one.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, I only have those two that have been paid out on this policy. Um.
[AGENT][NEUTRAL] Let me check one more place.
[AGENT][NEUTRAL] OK, that was
[AGENT][NEUTRAL] And then there was a 600 from [PII] 1st day.
[AGENT][NEUTRAL] I don't, I don't see any travel expenses paid on the policy.
[AGENT][NEUTRAL] And I'm not finding in the policy certificate where that's a benefit.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I do show the 600 payout and then the 300 payout.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Those are gonna be my hospital ICU stays I feel like.
[AGENT][POSITIVE] Correct. That's what those are for. Yes, that's correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right, well, I'll try to look back through my records. I really thought.
[CUSTOMER][NEUTRAL] I can look in. I've got a file at home. I'm just at work trying to work on this.
[AGENT][NEUTRAL] OK, because I looked at the other policy as well and it's a cancer policy which is.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] It has a schedule of benefits too.
[CUSTOMER][NEUTRAL] And it may have been on that cancer policy.
[AGENT][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] I feel like it may have been on the cancer policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me double check and make sure. Let's see.
[AGENT][NEUTRAL] I don't wanna tell you the wrong thing, so.
[CUSTOMER][NEUTRAL] Are you a fan?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's the cancer policy. OK, so file this under your 644-574 and um this is not a guarantee of payment just a basic outline of your policy. What it specifies is that.
[CUSTOMER][NEUTRAL] When.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Transportation, it must be more than 50 miles from your place of residence.
[AGENT][NEUTRAL] Is it, was it more than 50 miles?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, so it looks like that one, that's right, um.
[CUSTOMER][NEUTRAL] But
[AGENT][POSITIVE] Sorry about that. I just look.
[CUSTOMER][NEUTRAL] And so is it per mile? Like do I need to figure per mile or how do I do this?
[AGENT][NEUTRAL] Um, let's see, so.
[AGENT][NEUTRAL] Let me look at the
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let's pull this up and see.
[AGENT][NEUTRAL] Sorry, give me just one moment.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, pulling it up.
[AGENT][NEUTRAL] OK, so the transportation.
[AGENT][NEUTRAL] It looks like it was a $150 benefit.
[CUSTOMER][NEUTRAL] For transfer total, so it's not like per mile or anything like that I need to figure.
[AGENT][NEUTRAL] I don't see the per mile broken out. Let me see and make sure I tell you the wrong thing.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, it looks like it's 150. That's what it was a lump sum.
[AGENT][NEUTRAL] Benefit
[CUSTOMER][NEUTRAL] OK. Is there any like hotel stay or anything included in that policy at all?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let's look
[CUSTOMER][NEUTRAL] That it's not that, that they.
[CUSTOMER][NEGATIVE] I don't understand it
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] What it says is we will pay actual charges um.
[AGENT][NEUTRAL] It looks like it's a mileage allowance of 15 cents per mile.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Travel greater than 50 miles one way. We will not pay an excess of 1000 miles round trip.
[CUSTOMER][NEUTRAL] Oh, I'm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it looks like that's all I have for the transportation benefit.
[AGENT][NEUTRAL] And let me make sure there's no.
[CUSTOMER][NEUTRAL] OK, so no hotel reimbursement.
[AGENT][NEUTRAL] I don't see a hotel reimbursement on the policy. That is correct.
[CUSTOMER][NEUTRAL] OK, alright, OK, um, let me ask you this, so sometimes I fly, um, do I just submit, do I just do the mileage as well or do I submit, um.
[CUSTOMER][NEUTRAL] Receipts from airlines which way.
[AGENT][NEUTRAL] Yes, do the mileage.
[AGENT][NEUTRAL] Yeah, so you'll do the mileage on that, uh-huh, yeah, because it'll do air, rail or bus, so air, car, or bus, yeah.
[CUSTOMER][NEUTRAL] So your mileage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They just do the mileage, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right. Well, I will get this in and then just fill these out on the regular with the 644-574 number.
[AGENT][POSITIVE] Yes, that's correct, and thank you so much for your patience. I appreciate it.
[CUSTOMER][NEUTRAL] You're welcome. Thank you for checking. Sorry I've not filed these things. They have literally just been piling up, so I am just to get to it and get it. Alright. And then, um, I have submitted quite a few in the last week of my medical claims and hospital stays and things, um.
[AGENT][POSITIVE] Oh, no worries, no worries.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you, does it show if you received those?
[AGENT][NEUTRAL] I do. I show that we've received several on [PII], and they're currently in processing.
[CUSTOMER][NEUTRAL] OK perfect and y'all have my direct deposit information for that I'm assuming?
[AGENT][NEUTRAL] Uh, let me make sure.
[AGENT][NEUTRAL] Uh, yes, looks like we've got that on file with MUNA Federal Credit Union.
[CUSTOMER][NEUTRAL] Yes, right, and about what is your turnaround time right now?
[AGENT][POSITIVE] OK perfect.
[AGENT][NEUTRAL] We typically take about 7 to 10, 7 to 10 working days is our typical turnaround time right now.
[CUSTOMER][NEUTRAL] Any ideas for
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right, just so that I can kind of watch out for it. All right, well, I'm gonna work on this and I really appreciate your help. Thank you so very much.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I do have one other question. I'm sorry, do I need to, as far as mileage, how do I need to send proof of my visit, you know, the location, like do I send a bill? Do I send a, how do I need to send you guys that.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, so something that has the whatever your place of service where you went that it has a statement that had their address on it.
[CUSTOMER][NEUTRAL] Mileage and
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, not a problem. OK, thank you so very much. I appreciate your help.
[AGENT][POSITIVE] OK, thank you. Have a good day.
[CUSTOMER][NEUTRAL] Yes, ma'am bye bye.
[AGENT][NEUTRAL] Bye.