AccountId: 011433970860
ContactId: 88790aa6-b189-42c9-89f7-4f58b5c6e6cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104790 ms
Total Talk Time (AGENT): 51940 ms
Total Talk Time (CUSTOMER): 49940 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/88790aa6-b189-42c9-89f7-4f58b5c6e6cf_20250310T20:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] No,
[CUSTOMER][NEUTRAL] Yes ma'am, I just got a couple of quick questions about filing a claim.
[AGENT][POSITIVE] Oh, I can help you.
[CUSTOMER][NEUTRAL] Um, I know under my, under my coverage, there is a travel benefit.
[CUSTOMER][NEUTRAL] Um, for, you know, traveling to appointments and chemos and things like that. How do you turn that in as proof? Do the appointments not just prove that, so like, you know, how do you go about turning in the travel part?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it would be, um, it has to be 50 miles or more from your home to the location um and it's um for
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Transportation to treatment, um, and then you're, you're paid per mile, usually it's like uh cents per mile, 75 cents per mile.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, but I mean how do you go about turning that in is my question like how do you show the proof for that like.
[AGENT][NEUTRAL] When you send in the um the paperwork, it'll have their address on it and then um just provide us with, you know, your address and if you want to use like Google Maps or, um, you know, print it out somewhere you can or you can just submit anything with their address on it.
[CUSTOMER][NEUTRAL] OK, so just submit that and then a list of all the times that we've been, I guess all these visits. OK, I can do that right.
[AGENT][NEUTRAL] Right, and, and you can put, um, if you like how many miles from to and from.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Thanks for calling APL.