AccountId: 011433970860
ContactId: cab7ace0-6ccf-4ada-a4da-2bbd41cc5ddf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277899 ms
Total Talk Time (AGENT): 132196 ms
Total Talk Time (CUSTOMER): 147007 ms
Interruptions: 8
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/cab7ace0-6ccf-4ada-a4da-2bbd41cc5ddf_20250415T17:07_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] What is that?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII], ma'am. I was calling to see uh how much coverage do I get for radiation treatment.
[AGENT][NEUTRAL] OK, um, I can take a look at your benefits for you. And um for my notes, may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] 8704563405
[CUSTOMER][NEUTRAL] Policy number 2,566,030.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] [PII] or [PII] or [PII], I think it was 180.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] I'm not at home you know where it's at, but I got. Date of birth is [PII] email address [PII]. mailing address [PII], zip code [PII]. I get home.
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And hold on one moment while I take a look at your benefits. You said radiation?
[CUSTOMER][POSITIVE] Well good.
[CUSTOMER][NEUTRAL] Girls I've been taking radiation.
[AGENT][NEUTRAL] Um, the policy will pay up
[AGENT][NEUTRAL] OK, um, the, the policy will pay up to $20,000 per 12 months.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, but if I was at home I'm, I'm gonna send you for 12 months we only get.
[CUSTOMER][NEUTRAL] I'm gonna, uh, I'm trying to say nothing about it. I didn't call you because I figured I said, well, I wasn't even really worried about it because
[AGENT][NEUTRAL] OK, so the, the 12 months is just the max. So, um, for your treatments, just, uh, well, you can either file the claim yourself or you can provide your um
[CUSTOMER][NEUTRAL] Uh, I had, you know, we, we're right here at Garden.
[CUSTOMER][NEUTRAL] We did
[AGENT][NEUTRAL] Policy information to the provider.
[CUSTOMER][NEUTRAL] I did file a claim for it. I did all that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I check on the status of my claim as well and the gas mileage I filled out one of those papers for that too.
[CUSTOMER][NEUTRAL] Well, we're trying to figure out, we're trying to figure out, we're trying to figure out how can we do it without uh
[AGENT][NEUTRAL] OK, wait a minute. So you said you want to know the claim status and then you want to also know about mileage?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I'm sure we received the claim.
[CUSTOMER][POSITIVE] I did everything for the go ahead, I'm sorry, ma'am.
[AGENT][NEUTRAL] So we received the claim on [PII] and [PII], that's currently in processing.
[CUSTOMER][NEUTRAL] I'm out in the courtyard.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then are you wanting to
[AGENT][NEUTRAL] Like just go over your mileage benefit.
[CUSTOMER][NEUTRAL] Yeah, I'm out in the courtyard, um.
[CUSTOMER][NEUTRAL] Yes, ma'am, because I already did my mileage thing cause I've been coming for 20, since I've been coming since [PII]. I've been spending over like $100 a week or more.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, so for
[CUSTOMER][NEUTRAL] Because I'm driving 52 miles a day, staying back.
[AGENT][NEUTRAL] OK, so for mileage, it would pay up to, if it's by car, um it would pay up to 40 cents per mile with a max of 12 trips per year.
[AGENT][NEUTRAL] So you would just need something to show like the miles between your home or, you know, wherever you are to the facility and back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah I did.
[CUSTOMER][NEUTRAL] They have a
[CUSTOMER][NEUTRAL] OK, well, I already filled the paperwork out for that and sent that back in last week too.
[AGENT][NEUTRAL] OK, well then, yes, there are 2 claims in processing.
[CUSTOMER][NEUTRAL] 5 599.
[CUSTOMER][NEUTRAL] 71.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] On that 99.
[CUSTOMER][NEUTRAL] To. There you go. Yeah, go ahead, ma'am.
[AGENT][NEUTRAL] Um, no, that's it. I was just saying, um, yes, we did receive your claims from last week. We have one on the [PII] and one on the [PII] that we received.
[CUSTOMER][NEUTRAL] Can
[CUSTOMER][NEUTRAL] Yeah, I turned the gas mileage thing too, but.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I can help you with today? Oh, well, definitely between May.
[CUSTOMER][NEUTRAL] But somewhere between me I should hear anything from you.
[CUSTOMER][NEUTRAL] That's around me.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For
[CUSTOMER][POSITIVE] I think I should make y'all back.
[AGENT][NEUTRAL] For your claim
[AGENT][NEUTRAL] To be received back?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh, definitely. Um, I hope before May, but um we say 7 to 15 business days just to be on the safe side.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you, ma'am.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.