AccountId: 011433970860
ContactId: ec9ebb4e-8213-475e-9fb8-b154aef0ec87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 505730 ms
Total Talk Time (AGENT): 255429 ms
Total Talk Time (CUSTOMER): 89320 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/ec9ebb4e-8213-475e-9fb8-b154aef0ec87_20250521T17:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII].
[CUSTOMER][NEUTRAL] And let me give you my account number is [PII].
[AGENT][NEUTRAL] OK, Mr. [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] OK, what all this cover? Does it cover like for rent a car or something happen to your vehicle or anything like that to go back and forth for your cancer treatment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're wanting to find out some benefit information if it covers a did you say car rental? Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, sir. I can, I'll be glad to help you with that. And Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you. Give me a couple of moments, Mr. [PII] to get your information pulled up, and then I will have to verify several things with you first for security and also any information that's provided today will be a verification of benefits and not a guarantee of payment. So one moment.
[AGENT][NEUTRAL] All right, so first off, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the next piece of information to verify will be your mailing address, please.
[CUSTOMER][NEUTRAL] [PII], zip code [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you and lastly your email address and this does appear to be your work email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. So
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] Yes, so that is the one that I have on file for you. So thank you for verifying all of your information. So you were wanting to know if renting, if car rental was part of the benefits on this plan, is that correct?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEGATIVE] No, sir. It does not have benefits for car rental.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Cover about transportation.
[AGENT][NEUTRAL] Your transportation benefits, let me pull that up. Just one moment.
[AGENT][NEUTRAL] OK, so on transportation.
[AGENT][NEUTRAL] OK, so, to travel, is it by car?
[AGENT][NEUTRAL] The benefit is 40 cents per mile.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A maximum number of 12 trips per covered person per calendar year for all modes of transportation combined.
[CUSTOMER][NEUTRAL] So only 12 trips per year.
[AGENT][NEUTRAL] Yes, sir. Mhm, and the
[AGENT][NEUTRAL] Um, but let me look. So the cancer treatment center has to be located more than 50 miles from your covered place of residence.
[CUSTOMER][NEUTRAL] Uh, it's more than 50, it's like 56 or 57 miles.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So yes, sir, that would be the benefit on this policy.
[CUSTOMER][NEUTRAL] OK, so what I need to fill out what I need to do for that one then.
[AGENT][NEUTRAL] OK, so on your claim form, so give me just a second to pull up some additional information.
[AGENT][NEUTRAL] Just one moment. It's just taking my system. One moment, Mr. [PII].
[CUSTOMER][NEUTRAL] OK, and could you tell me how much I how much I have left?
[AGENT][POSITIVE] Thank you for your patience.
[CUSTOMER][NEUTRAL] Well
[AGENT][POSITIVE] I'm so sorry. What was your question?
[CUSTOMER][NEUTRAL] How, uh, when you get down there, I mean how much I have left over to use for bills and stuff.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, so as far as your transportation, we will have to have the same thing like we do on any other claim, the itemized bill with your diagnosis and the treatment provided.
[AGENT][NEUTRAL] And the itemized bill should include the provider's address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got all that.
[AGENT][NEUTRAL] Mhm. Yes, sir. And that is for the mileage.
[CUSTOMER][NEUTRAL] Yeah, uploading my portal. I upload my portal and uh how much do I have left to use?
[AGENT][NEUTRAL] Yes, sir. I see that.
[AGENT][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] On your overall benefits, is that what you're asking or specifically on your transportation, Mr. [PII]?
[CUSTOMER][POSITIVE] No, overall benefits, overall benefits.
[AGENT][NEUTRAL] OK, so just a moment.
[AGENT][NEUTRAL] When did you begin your treatment, your chemo or your radiation?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Of this year, correct? It was in [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it shows that as of now.
[AGENT][NEUTRAL] Your calendar year maximum benefit for, I'm sorry, not calendar year. Your 12 month period, maximum benefit for radiation, chemotherapy or immunotherapy is $20,000. And as of now, it is showing that $14,790 has been used of that benefit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Was that the
[CUSTOMER][NEGATIVE] So you couldn't use anymore cause I couldn't use any more than.
[AGENT][NEUTRAL] Uh, I'm sorry.
[CUSTOMER][NEUTRAL] I couldn't use it anymore then, could I?
[AGENT][NEUTRAL] The maximum benefit for the 12-month period is $20,000. So, of the $20,000 as of right now, you have used $14,790. So you still have currently $5210 of your 12 month benefit to last you until, you know, March.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I'm gonna have to part in and use some of that on some of that, so I need y'all need me to uh upload some documents for y'all.
[AGENT][NEUTRAL] Yes, sir, and you would, and you know how to do that mhm because I can see that's how you've been submitting all of your information to us so yes sir, you would just upload any new claims information like you have been.
[CUSTOMER][NEUTRAL] The poo.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome. So is there anything else, Mr. [PII] that I can help you with at the moment?
[CUSTOMER][POSITIVE] No, that was it. Thank you, ma'am.
[AGENT][POSITIVE] OK, well you're very welcome and thank you for calling APL. I hope you have a very nice afternoon.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Bye bye.