AccountId: 011433970860
ContactId: 42223f8b-6438-47de-92b0-e81e0f959345
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199830 ms
Total Talk Time (AGENT): 82198 ms
Total Talk Time (CUSTOMER): 100658 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/42223f8b-6438-47de-92b0-e81e0f959345_20250501T14:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So I've got a couple of questions, uh um.
[CUSTOMER][NEUTRAL] I've got one of your your indemnity plans and.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Some claims that I failed to file in [PII].
[CUSTOMER][NEUTRAL] Can I still file those?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like is there an expiration date or something?
[AGENT][NEUTRAL] Mhm. Usually there's not, but let me check. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, my name is uh [PII]
[CUSTOMER][NEUTRAL] And what else do you need?
[AGENT][NEUTRAL] A callback number just in case we get disconnected, Ms. [PII].
[CUSTOMER][NEUTRAL] Oh, OK, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Do you have the policy number, Miss?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] 1126.
[CUSTOMER][NEUTRAL] 6024.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Alright, let me look at this policy. Um, for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII]. Mailing address is [PII].
[CUSTOMER][NEUTRAL] And email address is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. All right, so it looks like um for this one this is through.
[AGENT][NEUTRAL] Star, I see. OK, so no, there is no timely filing limit, so you can go ahead and submit a claim even if they're from last year. Looks like you have had this policy since [PII], so you can go as far back as [PII] with this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, because I've had uh.
[CUSTOMER][NEUTRAL] And in [PII] I had an overnight stay in the hospital and I had a
[CUSTOMER][NEUTRAL] Couple of uh
[CUSTOMER][NEUTRAL] CAT scans done, you know, just some other procedures.
[CUSTOMER][NEUTRAL] And I just procrastinated and didn't do it and in fact the other day I was going through some paperwork and I saw.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] My hospital release form and and care instructions and I thought I never file that so um OK but I I can go back to [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mhm. Yes, you can. Yes, you can. Yes, all you need to send is an itemized bill and the claim form.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, can you send me a claim form or can I get it off the Internet?
[AGENT][NEUTRAL] You can get it through the website.
[CUSTOMER][NEUTRAL] I think I can get it off the internet, right? OK, I think, I think I've done that in the past.
[AGENT][NEUTRAL] Yes, you can go to our website at [PII]. Mhm, yes.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today? Any other questions or concerns. Bossy?
[CUSTOMER][NEGATIVE] I don't believe so.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You have a good day. You're welcome. You as well. Thank you. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thanks thanks we'll talk to you later.
[CUSTOMER][POSITIVE] You too. Thank you.