AccountId: 011433970860
ContactId: d33c3ae1-99e0-40be-a6da-3f1ea2f82a3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541979 ms
Total Talk Time (AGENT): 194688 ms
Total Talk Time (CUSTOMER): 92502 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/d33c3ae1-99e0-40be-a6da-3f1ea2f82a3f_20250403T17:41_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII], ma'am. I was calling to check on the claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] 256-603-0
[AGENT][NEUTRAL] And for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] Date of birth [PII]. Uh, email address [PII]. Mailing address [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so it looks like we sent a um direct deposit on last night, so it went out today.
[AGENT][NEUTRAL] In the morning it was sent to your bank.
[CUSTOMER][NEUTRAL] I would have to
[CUSTOMER][NEUTRAL] Oh, how much was that one?
[AGENT][NEUTRAL] OK. There is one for $672.37.
[AGENT][NEUTRAL] And I think there's another one. Let me pull this other one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there's one for 5000.
[CUSTOMER][NEUTRAL] Now you have to walk.
[CUSTOMER][NEUTRAL] That's the one I got. I haven't received a 678, but, uh, on that, uh, gas trip, I just print y'all out a map of where I'm going and mail it to you. I mean, email it to y'all.
[CUSTOMER][NEUTRAL] For the gas mileage.
[AGENT][NEUTRAL] Um, the gas mileage is determined by the place where you live in the service place, like the place that you went to get the service done.
[CUSTOMER][NEUTRAL] OK, so just print that out like a like a MapQuest type of thing and.
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] And and just email it and fax it over to y'all.
[AGENT][NEUTRAL] You don't really have to do that because that's determined here in home, you know, through the claims department. What they do is they put your address and they put the address that you go and take the um service and they go ahead and add it like that to see if it's enough to pay.
[CUSTOMER][NEUTRAL] So how we go. So can I, can I do that right now then?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] One moment, um, and you're trying to get mileage pay for what type of service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, me, my, uh, my driving my vehicle.
[AGENT][NEUTRAL] For what type of service, you want to get chemotherapy or something like that?
[CUSTOMER][NEUTRAL] I know radiation treatment.
[AGENT][NEUTRAL] For radiation treatment, OK. And you had to travel 50 miles or more one way?
[CUSTOMER][NEUTRAL] 53.
[CUSTOMER][NEUTRAL] There and back.
[CUSTOMER][NEUTRAL] 53 miles in 53 miles back.
[AGENT][NEUTRAL] And this is for the same claim that you already submitted the one we're paying for?
[AGENT][NEUTRAL] Or no. It is related to this one?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, no, it's, it, it's not on this, it's I didn't get any paperwork submit the uh mile yet.
[AGENT][NEUTRAL] We don't need anything for mileage. The mileage is determined by the service rendered, the place where you live and the place where you go to do the treatment.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm. So you don't have to send anything and that's just determined based on the information already received. Um, that's why I'm asking if it's part of the benefits we already paid like, um, is this included on this claim that you just send in to us? The radiation treatment is in this claim?
[CUSTOMER][NEUTRAL] Yes and no.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] OK. Let me go ahead and check and see if um
[AGENT][NEUTRAL] If there's gonna be any process for the mileage. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for Mr. [PII]. OK, so we don't have uh the claim for the radiation just yet. So when you're ready to send the claim for the radiation, is whenever we're gonna go ahead and uh do the mileage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK, so you need uh I need a claim form to fill out.
[AGENT][NEUTRAL] Um, yeah, you need to go ahead and send the claim form and the itemized bill for the radiation therapy, including the explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] OK, I can, I get that at home. I just, I just email that I just put in your portal.
[AGENT][NEUTRAL] Yeah, you go to the portal and you upload it into the portal, um, but it's gonna be the itemized bill for the radiation therapy with the explanation of benefits from your primary insurance. So if you have those two, you can just go ahead and upload them. And again, you don't have to send anything for the mileage unless you want to. If you want to do that, you can. But what, how we determine that is based on the place of service and your home address, OK?
[CUSTOMER][NEUTRAL] OK, because I got a bill at the house for $444 for it. I can send it over y'all. It has the it has the address on it. That's out of my billing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Yeah, but yeah, we just need the charges for the radiation therapy, so we know you did go to get radiation therapy and that's the reason you're trying to get the mileage benefit, OK?
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, that's it, ma'am.
[AGENT][POSITIVE] OK, well, thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.