AccountId: 011433970860
ContactId: ee01651f-1b8a-40df-9c10-0e6f0a307a21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253000 ms
Total Talk Time (AGENT): 135229 ms
Total Talk Time (CUSTOMER): 105559 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/ee01651f-1b8a-40df-9c10-0e6f0a307a21_20250410T22:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII]. I just wanna know, do y'all receive that papers I sent y'all this morning?
[AGENT][NEUTRAL] OK, Mr. [PII], uh, I can check on your claim information. Uh, can I please get your callback number, sir, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] 256-603-0.
[AGENT][NEUTRAL] OK, let me look that up real quick, sir.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then also, can you give me your address, phone number and email address that we have on file for you, sir?
[CUSTOMER][NEUTRAL] [PII] mailing address [PII].
[CUSTOMER][NEUTRAL] And phone number [PII].
[AGENT][POSITIVE] Thank you, sir. I appreciate you verifying your policy. Yes, sir, I do see that something was sent in yesterday and today and it's in process.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you know how long that would take, ma'am?
[AGENT][NEUTRAL] Once we get all the information um for the claim, it usually takes 7 to 10 business days to process it.
[CUSTOMER][NEUTRAL] OK, I know one of them like I I sent you out like they want the itemized bill for the gas.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And everything like that and they also show what I have to pay for my radiation treatment, which is uh the total balance would be $4680.
[AGENT][NEUTRAL] OK, yes, um, right now the claims examiners have it and they're processing the claim. So, uh, you'll just have to give them 7 to 10 business days to process that claim and then um you can check back on it then or since you're using the online service center, it will give you notifications as to where they are in the process of the claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, another question I was gonna ask you, uh, do y'all pay like a certain percentage of those bills and the rest I have to pay myself?
[AGENT][NEUTRAL] I am not sure about that. It all depends on how the claim is processed by the examiners.
[AGENT][NEUTRAL] After the final outcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think y'all for that $5000 and that 60 something, but it hit me with my gas going back and forth on their shoes.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Bless your heart. Yes, bless your heart.
[CUSTOMER][NEUTRAL] You're talking about you're talking about 110 miles every day. You do 5 days, 5 or something miles in one week and then you come back and do the same thing again. So it's total like 2000 miles in one month.
[AGENT][POSITIVE] Oh, goodness.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh, bless your heart. I know that's a lot on you too, on top of everything else. Yeah.
[CUSTOMER][NEUTRAL] Yes, it's 4000 miles for the whole time, yeah.
[AGENT][POSITIVE] My goodness. Well, I'll definitely keep you in my prayers, Mr. [PII]. Yeah. They're gonna have to do, uh, they're gonna have to do a fundraiser to help you in your community.
[CUSTOMER][NEUTRAL] I said who.
[CUSTOMER][NEGATIVE] They need some more money.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Yeah, school gave me something when I left there.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] They gave me and I mean, I use that in gas too for like the 1st 2 or 3 weeks. I gas you put that stuff in there and you got to put the good gas. You don't want to use that cheap gas and miss your car.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][POSITIVE] Yeah, this is not cheap. I've probably been so far since I've been going. I know with $900 in gas.
[AGENT][POSITIVE] Bless your heart. That's a lot on gas, yes.
[AGENT][POSITIVE] That is, and gas isn't cheap right now either.
[CUSTOMER][NEUTRAL] It is way in the car too.
[CUSTOMER][NEUTRAL] No. Mm.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] You go there and do that and you gotta drive back, that's another 110 miles back.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That's another 55 miles, yeah 55 miles back.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] All right, thank you, man.
[AGENT][NEUTRAL] OK. All right, sir. Is there anything else I can help you with before you go, Mr. [PII]?
[CUSTOMER][NEUTRAL] I'll just wait then.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, ma'am. That was it. Thank you.
[AGENT][POSITIVE] OK, well, you have a wonderful night and thank you for calling APL.
[CUSTOMER][NEUTRAL] You