AccountId: 011433970860
ContactId: 7e4ea5c0-7398-4222-8688-64ddb97f3138
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500779 ms
Total Talk Time (AGENT): 213423 ms
Total Talk Time (CUSTOMER): 209545 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/7e4ea5c0-7398-4222-8688-64ddb97f3138_20250314T16:44_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name, my name is uh [PII] and my uh thing is account number is [PII].
[AGENT][NEUTRAL] Thank you. May I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Date of birth [PII]. Email address [PII]. Uh, mailing address [PII] are either [PII].
[CUSTOMER][NEUTRAL] ZIP code [PII].
[AGENT][POSITIVE] Thank you and how may I assist you? Yes.
[CUSTOMER][NEUTRAL] Hello? Oh.
[CUSTOMER][NEUTRAL] OK, for gas mileage, how do I do that when I buy my gas, do I just make copies of them?
[CUSTOMER][NEUTRAL] And just put them on there and just say to y'all.
[CUSTOMER][NEUTRAL] I know
[AGENT][NEUTRAL] OK, uh, for the mileage, um, we determined that based on the place of service and the place, uh, and your address. So you don't really need to send anything.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, do you need the address, the place I'm going to?
[AGENT][NEUTRAL] It's based on where you live and where where are you traveling for your treatments.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I've been living still got trapped to my treatments in Little Rock, North Lo Rock.
[AGENT][NEUTRAL] Is it more than 50 miles going one way?
[CUSTOMER][NEUTRAL] Yes ma'am, 50 miles one way 50 miles, ma'am, yeah, more than 50 well I say about 53 there and 53 back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yeah, that will be determined based on the information we already received, so you don't have to send anything additional for that.
[CUSTOMER][NEUTRAL] How much is it a mile?
[AGENT][NEUTRAL] Um, let me pull your benefits for a moment.
[CUSTOMER][NEUTRAL] OK, so I can kind of figure it out cause I'll be out for 11 weeks, 5 days a week.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] ation
[CUSTOMER][NEUTRAL] You, you not gonna ask you something else, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's 40 cents per mile.
[CUSTOMER][NEUTRAL] OK, 46. OK, now, uh, Tuesday, I actually y'all off the paperwork y'all been waiting on with the doctor's name, address and phone number. Did y'all ever receive that?
[AGENT][NEUTRAL] When did you fax it?
[CUSTOMER][NEUTRAL] Tuesday.
[AGENT][NEUTRAL] This looks like we have and let me pull the most recent documents, one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] a request.
[AGENT][NEUTRAL] No, we have not received any additional documents under this policy.
[CUSTOMER][NEUTRAL] OK, so when I go home today, I, when I go home on lunch break. I come back to work. I get it and fax it off again cause I know I faxed it off Tuesday, place I went to and it took him a while. I was there for about 10 minutes.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] I get it today.
[AGENT][NEUTRAL] Oh, OK, yeah.
[CUSTOMER][POSITIVE] In fact that I forgot again, I still have it all. Yes, ma'am. Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And do you have the fax number or do you need to verify that information?
[CUSTOMER][NEGATIVE] Could you give me the hold up, I should have the fax number that piece of paper at the house that y'all sent to me. I said I did it. I don't what happened to it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know, people just probably want to do it for me, but.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] But I'll, I'll take care of it. I'll bring, I'll get it.
[CUSTOMER][POSITIVE] When I come back to work today, my, I go, I get on my lunch break and bring it back so y'all can get it then.
[AGENT][NEUTRAL] Alright, alright, and yeah, if you need to verify, just give us a call back. Is there anything else I'm gonna help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK, now another thing, uh, what is it now? Uh, they were saying sometimes I might stay in it. It's called like a cottage. What thing is? How much is that like a hotel or something.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How much do y'all pay?
[AGENT][NEUTRAL] OK, uh, and again, this is just based off your benefits. It's not a guarantee of payment, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For lodging, um, it looks like we cover $100.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And again, this is to get treatment. Mhm, yes.
[CUSTOMER][NEUTRAL] $100.
[CUSTOMER][NEUTRAL] So if I pay for it, just send the bill to y'all then y'all just send refund me the money back kind of like that.
[AGENT][NEUTRAL] Yeah, that, for that one we do need receipts, yes.
[CUSTOMER][NEUTRAL] OK, like the one I sent you on [PII], I put like what was it $400 down when I did my biopsy. It was $2000.
[CUSTOMER][NEUTRAL] Left me on $1600. Y'all ever get that one.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] In [PII], yeah.
[CUSTOMER][NEUTRAL] It's when I did my uh.
[CUSTOMER][NEGATIVE] Fax it the first time they gave me the wrong people to send it to, they have to come back around here the next day and fax it to y'all.
[AGENT][NEUTRAL] Mhm. No, the only thing we hav[PII] here is the sur surgery um charges that you're trying to get the um diagnostic testing surgery. Um, there's a preventative uh-huh, but those are the ones that we're um waiting on documents.
[CUSTOMER][NEUTRAL] Yeah, that's it, the surgery test.
[CUSTOMER][NEUTRAL] Yeah, that.
[CUSTOMER][NEUTRAL] OK, that, that
[AGENT][NEUTRAL] To be, OK.
[CUSTOMER][NEUTRAL] Did I send them to y'all y'all never received them?
[AGENT][NEGATIVE] No, we have not received them just yet.
[CUSTOMER][NEUTRAL] talking about for the surgeries I had.
[AGENT][NEUTRAL] Correct. Um, let me see what they're needing for that surgery. One moment.
[CUSTOMER][NEUTRAL] Now on the [PII] I said y'all something too. It was automized billing for the surgery.
[CUSTOMER][NEUTRAL] For the uh radiation treatment. That's on [PII].
[AGENT][NEUTRAL] OK. Anything that you have sent so far, it looks like it's still waiting for information. So, um, let me go ahead and check and see.
[AGENT][NEUTRAL] Mm, OK, so.
[AGENT][NEUTRAL] 9
[AGENT][NEUTRAL] You need a fully itemized bill with procedure code diagnosis code, so they are, we're waiting for the fully itemized bill for the surgery charges.
[CUSTOMER][NEUTRAL] OK, that's the one y'all got then.
[AGENT][NEGATIVE] We have not received the fully itemized bill.
[CUSTOMER][NEUTRAL] On the [PII]
[CUSTOMER][NEUTRAL] Oh, the how much is gonna cost.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] This is how much the bill is gonna be.
[AGENT][NEUTRAL] No, um, Mr. [PII], we're waiting on the itemized bill. We have not received the itemized bill yet. The itemized bill needs to have the diagnosis codes and procedure codes. So it has to be a fully itemized bill that you need to get from the surgeon office.
[CUSTOMER][NEUTRAL] Oh, from the surgeon's office y'all need that.
[AGENT][NEUTRAL] Yes, yes, mhm.
[CUSTOMER][NEUTRAL] Well I get that on the [PII] and send it to y'all then when I go to see them on the [PII] and they have to fax it over to y'all.
[AGENT][POSITIVE] OK, yeah, that would be perfect, but yes, that's what we're waiting for.
[CUSTOMER][NEUTRAL] OK then, and then it takes 14 days to after that, right?
[AGENT][NEUTRAL] 7 to 10 business days for it to process, correct.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, I thought I sent that on. I thought I sent that bill to you out on the [PII]. hm.
[AGENT][NEUTRAL] What we received, it was, yeah, what we uh what we received it was not what we needed. So um we just need a fully itemized bill from the surgeon's office, OK?
[CUSTOMER][NEUTRAL] I know the facts of all what.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] That was it. Thank you, ma'am.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling ATO. Have a good day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Mhm