AccountId: 011433970860
ContactId: 2984b879-9853-4ff3-90e2-1dbe2a9bdfb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108410 ms
Total Talk Time (AGENT): 40047 ms
Total Talk Time (CUSTOMER): 47611 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/2984b879-9853-4ff3-90e2-1dbe2a9bdfb8_20250303T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I just have a quick question. Is there a, a statute of limitations on how long it can be before you file a claim?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] For the first time or do you mean how long it takes to uh process?
[CUSTOMER][NEUTRAL] I mean like um my dad had.
[AGENT][NEUTRAL] The first file a claim? Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, to file a claim, ma'am.
[AGENT][NEUTRAL] I'm sorry, I didn't mean to interrupt you, um, so you mean just to first file a claim, um.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Is that a newer policy?
[CUSTOMER][NEUTRAL] OK, no, he, he passed 6 years ago.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And but it was at the VA hospital in [PII] and at the time I was living in [PII] and couldn't get, I, I was just having trouble getting information, you know, from the VA in [PII]. So I just wanted to find out if I could still file on that since it had been 6 years since he passed away.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh, I see. OK, yeah, so there is no timely filing limit, um, so you can as long as uh the policy was active at the time that you're going to file those claims, um, for those dates of service for whatever kind of um treatment was received or anything as long as it was active then that's perfectly fine.
[CUSTOMER][NEUTRAL] OK, right now since it was the VA and he wasn't charged.
[CUSTOMER][NEUTRAL] I know that I have to have a a.
[AGENT][NEUTRAL] We can get the policy pulled.
[CUSTOMER][NEUTRAL] I'm sorry, you cut out.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?