AccountId: 011433970860
ContactId: a522dba6-9199-410b-83fa-ea70b17ec1b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314100 ms
Total Talk Time (AGENT): 82426 ms
Total Talk Time (CUSTOMER): 148944 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/a522dba6-9199-410b-83fa-ea70b17ec1b2_20250227T15:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[AGENT][NEUTRAL] Yeah fine thanks how are you?
[CUSTOMER][NEUTRAL] I'm OK, thank you. So I have an insured on the line that we've gone over her claim and everything. I actually spoke to [PII] briefly, but um, the policy number, [PII] is 252-511-1 for Miss [PII].
[CUSTOMER][NEUTRAL] And it's on claim 356-865-3.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we've gone again, we've gone over the remarks and everything. She's gonna get the other information that we're needing. But she says that her daughter traveled with her for her treatment.
[CUSTOMER][NEUTRAL] And she says that she included the information for her daughter. We paid the insured, it looks like. We paid her benefits, but we did not pay for the family.
[CUSTOMER][NEUTRAL] Transportation.
[AGENT][NEUTRAL] OK, uh, let me see here.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] And there was no lodging, it was just a, you know.
[CUSTOMER][NEUTRAL] The mileage.
[AGENT][NEUTRAL] OK, so I'm looking on the claim form under family member lodging, she didn't indicate anything there.
[CUSTOMER][NEUTRAL] She said she stay put up the information behind hers when she sent it.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What that means.
[CUSTOMER][NEUTRAL] Yeah, cause see there's, it wasn't any lodging.
[AGENT][NEUTRAL] With for transportation and lodging.
[AGENT][NEUTRAL] On the form.
[CUSTOMER][NEUTRAL] Yeah, well, uh, see where it is section C is non-local transportation and then the next section says family member lodging.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Right, so it looks like she didn't indicate anything on those.
[CUSTOMER][NEUTRAL] But we paid her for her travel.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Right, because we would automatically, if we, we will automatically look for transportation, but there's no way for us to know that a family member went with you without you indicating it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't see.
[AGENT][NEUTRAL] Where she says where the family member went. I mean, I do see several different like Google Maps.
[CUSTOMER][NEUTRAL] OK, so then for her, for the transportation, the mileage benefit, she just needs to fill out section C.
[CUSTOMER][NEUTRAL] On page one.
[AGENT][NEUTRAL] Correct, and then she can indicate on there that it was a family member like somewhere on the line, and yeah, and fill out that line of that information.
[CUSTOMER][MIXED] OK, but nothing under the lodging one.
[AGENT][NEUTRAL] Right, if they didn't do lodging, then they wouldn't need the lodging.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] OK, so under section C, it has a begin date of travel, method of travel, the address, and then she can just write somewhere.
[AGENT][NEUTRAL] Yeah, let's put a little line and say daughter.
[CUSTOMER][NEUTRAL] Somewhere in that state for daughter and does it need to include the daughter's name?
[AGENT][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] Uh, no, I mean, cause it's not gonna, but yeah, so just see.
[CUSTOMER][NEUTRAL] No, OK. OK.
[CUSTOMER][NEUTRAL] And then sign it and then have her and then the insured sign it and date it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And just submit that one form, page 2.
[AGENT][NEUTRAL] Uh, yes, yes. Because it'll be important to have the date to serves as long as it was, you know, for the covered treatment, we'll be able to review it.
[AGENT][NEUTRAL] So if we pay for her for the same date, then yes, it should be payable.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, so just, just, I just wanna make sure to tell her correct as far as to what she needs to submit. So it's just to complete that section C and make sure she signs it and dates it and then she can upload just that one page, is that right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. All right. Well, obviously, to fill in the top section, but, you know, I mean, section A, she needs to fill that in.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Basically A through C and sign it, is that right?
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][POSITIVE] OK, perfect. OK, [PII], thank you so much.
[AGENT][POSITIVE] Sure, you're welcome.
[CUSTOMER][NEUTRAL] OK. Alright, bye-bye.
[AGENT][NEUTRAL] Bye bye.