AccountId: 011433970860
ContactId: fa6fca30-70db-4896-b818-6ca8514f0bc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251690 ms
Total Talk Time (AGENT): 83847 ms
Total Talk Time (CUSTOMER): 149405 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/fa6fca30-70db-4896-b818-6ca8514f0bc9_20250618T13:31_UTC.wav
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[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] How may I assist you today, Miss [PII]?
[CUSTOMER][NEUTRAL] Oh, OK. I have a, I, I just was gonna make a comment about, I've got a claim out there and I was gonna tell you something about it. So you, you need the claim number, my policy number, or what?
[AGENT][NEUTRAL] Miss [PII], uh, may I have a callback number just in case we get disconnected, followed by your policy number?
[CUSTOMER][NEUTRAL] 00, OK, um [PII].
[AGENT][NEUTRAL] OK. And what is the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] The policy number is 0040053.
[AGENT][NEUTRAL] Mm OK. Let me have that number one more time. I didn't pull anything with the number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, 00, the I gave you the wrong number. No, I didn't. Policy number is 00640053.
[AGENT][NEUTRAL] OK, I'm missing the 61 moment.
[AGENT][NEUTRAL] All right. And Miss [PII] for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you. OK, and go ahead with your comment. Mhm.
[CUSTOMER][NEUTRAL] OK. All right, there's a there's a claim out there and my computer's messed up so I can't get on my computer right now, but I, yesterday I was on and it was 30044453.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And I was just making sure, I mean, I, I think it's paid all, it's gonna pay on my chemo, but all those trips that are on there, I should be paid mileage on cause I've, that I had to drive 1 100 miles one way and 100 miles back for every trip that's listed on there.
[CUSTOMER][NEGATIVE] So there's 200, 200 miles on each time I had a trip for chemo. So y'all should be paying me for that.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're trying to get that benefit, so you're not really um sending the claims for chemo, but you're sending the claims for the mileage.
[CUSTOMER][NEUTRAL] I mean, the claim is out there and it shows chemo, but y'all said, you know, the last claim I got, you said I'd reached my maximum for the chemo that it would pay for a year and it wouldn't pay anymore till November. So, I mean, if you pay something on it, that's good, but I don't like, I don't know that it would pay anything on anything but mileage, but I was gonna be sure you did pay me for every trip cause I did get chemo on every trip that I went on.
[AGENT][NEUTRAL] The current
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On that, those, any of those claims.
[AGENT][NEUTRAL] OK. Um, OK. So I'm gonna go ahead and make a note on the system, um, but they, they have to go to a department that will process your claim and um they'll go ahead and look at everything and more than likely if there's any mileage that they need to pay, they'll go ahead and pay it because I see that it's been paid before, OK? So, um, I'll go ahead and make a note um on the system. Is there anything else I'm gonna help you with today? You have any other questions or concerns, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am, that I was just gonna review that part of it with you. So, um, that I appreciate your help and, and uh I'll watch for the, and I've signed up, there was something when I got on the computer yesterday to get emails about or text messages about your claim, my claim. So I signed up for that and so I would get a message when you do something then, OK? All right, thank you for your help, ma'am. All right.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh OK.
[AGENT][POSITIVE] Correct, yes. Mhm. You're welcome, Ms. [PII], and thank you for calling APR. Have a good day. Bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, that's.
[AGENT][NEUTRAL] No