AccountId: 011433970860
ContactId: 20f98dbf-6e29-4e43-ae0b-8703cabc7852
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 60700 ms
Total Talk Time (AGENT): 25204 ms
Total Talk Time (CUSTOMER): 24484 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/20f98dbf-6e29-4e43-ae0b-8703cabc7852_20241230T14:38_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, I have a question. I'm a cancer client. What's the entire limit to get information?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You can file a claim at any time as long as the policy is active on the data service.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's about 2 years ago I had a, a PET scan. Can I still file a claim?
[AGENT][NEUTRAL] Um, I can look up your policy and see if it was active at that time. If so, yes.
[CUSTOMER][NEUTRAL] OK, give me one second.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] it to be active.
[AGENT][NEUTRAL] OK. What did
[CUSTOMER][NEUTRAL] So I
[AGENT][NEUTRAL] If the policy was active, yes, you can file a claim at any time.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, that's what I need to know.
[AGENT][POSITIVE] All right. Well, you're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] OK bye bye.