AccountId: 011433970860
ContactId: f98cfa94-4cc3-4bb2-8632-5381d9c744ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365250 ms
Total Talk Time (AGENT): 204130 ms
Total Talk Time (CUSTOMER): 96054 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/f98cfa94-4cc3-4bb2-8632-5381d9c744ea_20250326T14:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is uh uh [PII] and my uh account number is [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII], and just to verify your
[AGENT][NEUTRAL] Date of birth and call back number please.
[CUSTOMER][NEUTRAL] [PII] callback number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you. How are you doing today?
[CUSTOMER][NEUTRAL] Doing fine, man.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] And did you receive a voicemail yesterday from [PII]?
[CUSTOMER][POSITIVE] Yes, I see, I talked to her the other day, yes ma'am.
[AGENT][POSITIVE] OK, good. And how can I help you today?
[CUSTOMER][NEUTRAL] I'll just call and check on the status of it, that's all.
[AGENT][NEUTRAL] And well, we, it's still.
[AGENT][NEUTRAL] Um, in line to be processed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] There'll be somewhere next week for help me out.
[AGENT][NEUTRAL] It would probably be next week before we have a claim decision, so I would call back next week.
[CUSTOMER][NEUTRAL] OK, another question I'm gonna ask you, uh, do they pay for gas mileage?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I believe so. Let me just pull up your policy.
[CUSTOMER][NEUTRAL] Although we
[AGENT][NEUTRAL] Now for the mileage if it is um covered under your policy, we will need the.
[AGENT][NEUTRAL] Address of the facility where you're receiving treatment.
[AGENT][NEUTRAL] And we'll need the physical address.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] And you do have transportation benefit.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] And it's, excuse me, 50 miles, it has to be over 50 miles.
[CUSTOMER][NEUTRAL] It it it's 50, it's 5656 miles there 56 miles back, uh.
[AGENT][NEUTRAL] To achieve
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's yeah. So you would take, I'm up here right now, so it's both ways. So that's like 110, 115 miles a day.
[AGENT][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Yes, sir. That's a long way to go every day, isn't it?
[CUSTOMER][NEUTRAL] 13.
[CUSTOMER][NEUTRAL] It's been there for 9 weeks.
[AGENT][POSITIVE] For 9 weeks. Well, you're gonna get a lot better though.
[AGENT][POSITIVE] It'll be worth it.
[CUSTOMER][NEUTRAL] And then before then I was coming over before then too before this, you know.
[CUSTOMER][NEUTRAL] Uh, January or February and March, so.
[AGENT][NEUTRAL] Yes, sir. And let me check something for you, Mr. [PII]. Do you have that account online, the portal account?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so right now if you sign on you're gonna see an open document.
[AGENT][NEUTRAL] And once it's processed, it will have a claim number and there's another option as well you can sign up for text messaging notifications and that will notify you once the claim has been processed and that can be you can sign up for that in the portal and that'll help you too and you'll receive a notification once it's processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, how much is it? Like a flat to like 40 cents a mile.
[AGENT][NEUTRAL] I think it's 50 cents a mile. Let me get that pulled up again.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] I believe. Let me just verify that for you.
[AGENT][NEUTRAL] Let's just make sure.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you know on that portal as well, you can pull up your policy documents by clicking on your policy number and that way you can view everything that's covered.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you're ever
[AGENT][NEUTRAL] Wanting to know the full benefits.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] It is 40 cents a mile. You're right. You're right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, uh, so basically when I call you to get the address for my house to up here then from here back home, right?
[AGENT][NEUTRAL] So what will happen is they will need the physical address.
[AGENT][NEUTRAL] For the facility that you're receiving.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, treatment.
[CUSTOMER][POSITIVE] Oh, I'll get that for you, ready. Give me a minute.
[AGENT][NEUTRAL] And as long as we have that on the claim information.
[AGENT][NEUTRAL] For the physical address, they're gonna go ahead and calculate your transportation benefit.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 1300
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Well, that would, that would need to be in a claim document.
[AGENT][NEUTRAL] And if you want to just for transportation, we'll have to have of course the itemized bills for each data service showing that it was for treatment.
[AGENT][NEUTRAL] And then just make sure that we have that physical address for your treatment location.
[CUSTOMER][NEUTRAL] I to send it to y'all.
[AGENT][NEUTRAL] Yes, sir. So be sure to send in the item. Have you already sent in those itemized bills for your treatment?
[CUSTOMER][NEUTRAL] Mm on the has the address on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, then if it's got the address on it, then that's all they need to figure out your uh transportation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright thank you then, ma'am.
[AGENT][POSITIVE] It's uh good to talk to you again today and I hope you are doing better today.
[CUSTOMER][POSITIVE] Appreciate it.
[AGENT][POSITIVE] And thank you for calling APL Mr. [PII]. You have a wonderful day.
[CUSTOMER][NEUTRAL] You too, ma'am.
[AGENT][POSITIVE] Thank you. Bye bye.