AccountId: 011433970860
ContactId: 32e1e03a-9578-4e3a-9cb5-25f0b2be6706
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143080 ms
Total Talk Time (AGENT): 45471 ms
Total Talk Time (CUSTOMER): 55669 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/32e1e03a-9578-4e3a-9cb5-25f0b2be6706_20250530T19:11_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] For calling
[CUSTOMER][NEUTRAL] Yeah [PII], um, our company just got with Gap, and I was just calling to ask you, is there a time frame that you have to submit your, your, uh, receipt from the medical um service?
[AGENT][NEUTRAL] Let me take a look at your policy. Can I get your name and a callback number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your callback number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have your policy with us?
[CUSTOMER][NEUTRAL] Yeah, I don't have the number in front of me though. I think let me see if I do you need it?
[AGENT][NEUTRAL] Yes, to pull your policy up, or I can use your social.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Oh yeah, so social. How about hold on one second, let me see here hold on.
[CUSTOMER][NEUTRAL] OK, I got it here uh let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's just a generic. Hold on, let me see if I can find it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see one second.
[CUSTOMER][NEUTRAL] How about my social?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you did say [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] If you could verify your date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying your account. OK, and your question is if there is a time limit to submit um claims for reimbursement?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so your policy does not have a time limit for filing claims.
[CUSTOMER][NEUTRAL] OK, it's only been a couple of months, but I just wanna double check.
[AGENT][NEUTRAL] Oh, OK. Yes, you um don't have a time limit.
[CUSTOMER][POSITIVE] All right, thank you for checking and have a good weekend.
[AGENT][POSITIVE] You have a wonderful weekend. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] See you bye bye.