AccountId: 011433970860
ContactId: b2b7362c-caa7-45d1-a9e5-235ca0c5a8fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181759 ms
Total Talk Time (AGENT): 67475 ms
Total Talk Time (CUSTOMER): 98187 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/b2b7362c-caa7-45d1-a9e5-235ca0c5a8fb_20250102T21:26_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got um Ms. [PII] on the phone. Her policy number is 2013383.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She called um
[CUSTOMER][NEUTRAL] For information about uh filing the claim which I gave to her but she has further questions about her policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. It's all verified too.
[AGENT][NEUTRAL] Uh, OK. Oh, hold on, let me make sure. I think I might have wrote down the wrong number.
[CUSTOMER][NEUTRAL] 2013383.
[AGENT][POSITIVE] [PII]. OK, I have it pulled up. Thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You're welcome by April.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This is [PII] in the claims department. I understand you have some questions concerning your claims.
[CUSTOMER][NEUTRAL] Um, I am curious as I, OK, so I live.
[CUSTOMER][NEUTRAL] In different location for my family. Um, so my mom is like she comes to see me to help me get the treatment and take care of me and stuff. Um, so I
[CUSTOMER][NEUTRAL] Had understood it says family member transportation and lodging. So is that meaning that we can claim her mileage because she has to travel to come see me on the actual date of my chemotherapy?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] That means that if
[CUSTOMER][NEUTRAL] OK, so that's.
[AGENT][NEUTRAL] If you were
[AGENT][NEUTRAL] Having to go 50 miles or more and a family member went with you 50 miles or more. So, you know, your spouse or, you know, your mother or somebody, we would use the address to your home. We don't use the address to where they live. And if they were to stay, you was admitted in the hospital but they had to get a hotel for the day of your surgery, then that's what we, what we don't use any addresses or mileage for anybody else's address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And while I'm looking at it I just want because this is all new so I'm like let me look and.
[CUSTOMER][NEUTRAL] Make sure I understand um.
[CUSTOMER][NEUTRAL] The other if there's anything else.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I think that was the main one just because of logistics um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that's it. I'll, I think the other ones are pretty self explanatory, um.
[AGENT][NEUTRAL] OK, [PII]. Do you have any other questions concerning your policy I can assist you with today?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Not today. I'm just working on filing all this paperwork, so thank you for your time.
[AGENT][POSITIVE] OK, not a problem. All right. You're welcome. Thank you for calling APO. You have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.