AccountId: 011433970860
ContactId: e40ae61c-4bf0-4570-907a-49feff9e5759
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 599909 ms
Total Talk Time (AGENT): 204702 ms
Total Talk Time (CUSTOMER): 207673 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/e40ae61c-4bf0-4570-907a-49feff9e5759_20250609T22:18_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is can I help you?
[CUSTOMER][NEUTRAL] Hi, who's speaking?
[AGENT][NEUTRAL] This is [PII] from APL.
[CUSTOMER][POSITIVE] Hey Miss [PII], how you doing?
[AGENT][NEUTRAL] I'm fine and yourself?
[CUSTOMER][NEUTRAL] Good. Is Miss [PII] around?
[AGENT][NEUTRAL] I'm not sure which [PII] you're inquiring about, but is there something I can assist you with?
[CUSTOMER][NEUTRAL] Uh, I, I'm calling for my husband [PII]. We sent some paperwork in and I was trying to find out was that all the paperwork that we needed, and the last lady I spoke to was Miss [PII] and Miss uh [PII].
[CUSTOMER][NEUTRAL] And the two I spoke to, but I had, can you look up his, uh, his, his birthday [PII].
[AGENT][NEUTRAL] Ma'am, what's the policy number, please?
[CUSTOMER][NEGATIVE] Uh, I don't have it with me.
[AGENT][NEUTRAL] OK, and what's your husband's name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your name is?
[CUSTOMER][NEUTRAL] I'm his wife, [PII], and I'm allowed to speak.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, give me one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, because I show 2 sets of claims have or the 2 claims have been received and are in line for processing, uh, but give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think once they say I need some kind of itemized bill. So does that mean they pay the remaining of the of the uh the hospital bill?
[AGENT][NEUTRAL] No, ma'am. Um, as far as any hospital confinements, it pays based on the policy per day, the benefit allows.
[AGENT][NEUTRAL] But typically the itemized billing is needed to show the diagnosis codes, procedure codes, and also show how long he was confined or a person has been confined in the hospital.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] So what about the gas mileage thing? I, a, a lot of papers in for the gas mileage.
[AGENT][NEUTRAL] As far as any travel, uh, benefit, they, something they always check if a patient has received any treatment like chemo, radiation, immunotherapy, or if they had surgery. It's something that examiners automatically check as far as mileage.
[CUSTOMER][NEUTRAL] When he did have surgery, [PII].
[CUSTOMER][NEUTRAL] But we had to go to the hospital. I sent papers in like all the time that Miss [PII] and Miss [PII] told me all the time he had to go to the doctor for gas for, you know, to leading up to when he first got diagnosed with the cancer, you know, to uh write the mileage, I mean, write the, the address down from where I left from and where I went to, and I sent all that in.
[CUSTOMER][NEUTRAL] It's on a 2 it's on two pieces of paper.
[CUSTOMER][NEUTRAL] I had to send two cause on that claim form, it wasn't enough room so she just told me to get a a sheet of paper and put it on there and that's what I done.
[CUSTOMER][NEUTRAL] And she said they are reimbursed for some of the gas that we so much gas.
[CUSTOMER][NEUTRAL] We had to go so much.
[CUSTOMER][NEUTRAL] because it's just kind of.
[CUSTOMER][NEGATIVE] Very unfortunate and it's what makes men angry, what makes men angry because some unfortunately some judges see a, see a case and they say, gee, I better get some everybody restraining order because God forbid she gets murdered the next day and if I didn't get a restraining order, it's gonna be my fault. That is nonsense.
[CUSTOMER][POSITIVE] Absolutely
[CUSTOMER][NEUTRAL] Judge [PII] returns in a moment.
[AGENT][NEUTRAL] Uh, looks like we were needing bill for the surgery on [PII].
[CUSTOMER][NEUTRAL] Well it, I don't know when I, when, when I called the hospital and I asked for the automatic bill, they got it together and they say that was for everything he had had. I, I don't, I don't really know, ma'am, cause this is our first time ever dealing with something like this.
[AGENT][NEUTRAL] OK, well let me uh transfer you to a claims representative and they can break it down as far as what information we need additionally if you don't mind holding for a moment.
[CUSTOMER][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] OK, thank you, ma'am. Hold on one moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Where is she?
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling ATO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Well, hey, [PII], it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] Hello [PII], I'm good. What about you?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] 5 minutes, 5 minutes.
[CUSTOMER][NEUTRAL] Why do you always call me when it's time for you to go home, [PII], I think you're giving me these mm mm.
[AGENT][NEGATIVE] It ain't my fault that you keep answering.
[CUSTOMER][NEUTRAL] Whatever.
[AGENT][NEUTRAL] Whatever.
[AGENT][NEUTRAL] Well, I have an insured's wife on the phone in regards to a cancer policy and it looks like we did receive a third-party authorization to speak with her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she was calling to make sure that the claim information she submitted is what we were needing for his claim.
[CUSTOMER][NEUTRAL] The policy number, OK.
[AGENT][NEUTRAL] 708357.
[CUSTOMER][NEUTRAL] I know it's gotta be a cancel policy.
[AGENT][NEUTRAL] Uh, no, and this one,
[CUSTOMER][POSITIVE] Yes it is. I do it.
[AGENT][NEUTRAL] And I told her that we would need the um itemized billing, which this is like facility, but um.
[AGENT][NEUTRAL] She's talking about for the surgery for the same date for the facility charge.
[CUSTOMER][NEUTRAL] Uh, let's see what we got. [PII].
[AGENT][NEGATIVE] She also had questions about mileage, and I told her with mileage, it uh pays based on if she was receiving surgery and all that stuff. And she's like, well, someone told me to write down each and every time we had to leave and go in our car to go for an appointment. I'm thinking it's not gonna be covered, ma'am. And so, I don't know.
[AGENT][NEUTRAL] And just looking through the information she submitted it, she looks like she submitted billing for the facility.
[AGENT][NEUTRAL] Um, but I don't sure what other information that is needed for the claim.
[AGENT][NEUTRAL] No, I could just had surgery.
[AGENT][NEUTRAL] He was diagnosed with breast cancer?
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] It's while.
[CUSTOMER][NEUTRAL] I wish they would do like what's her name like a uh who did this for [PII].
[CUSTOMER][NEUTRAL] [PII] usually put in notes what's needed.
[CUSTOMER][POSITIVE] Uh, let me see. [PII] did it. [PII], hopefully [PII] did it. Oh, [PII]'s got it.
[CUSTOMER][NEUTRAL] It's in [PII]'s cut.
[AGENT][NEUTRAL] Oh, it's in someone else's queue?
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Uh, I did that there.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, whatever her name is.
[CUSTOMER][NEUTRAL] You can send a roll if you need to.
[AGENT][POSITIVE] Alright, [PII], I appreciate you.
[AGENT][POSITIVE] And you have a fantastic day, rest of your day.
[CUSTOMER][POSITIVE] All right, no problem.
[CUSTOMER][POSITIVE] Alright you as well alright thank you.
[AGENT][NEUTRAL] All right, bye.
[CUSTOMER][NEUTRAL] OK.