AccountId: 011433970860
ContactId: 435d754d-c9dc-473e-9403-593afc4f1d49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182169 ms
Total Talk Time (AGENT): 87095 ms
Total Talk Time (CUSTOMER): 43090 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/435d754d-c9dc-473e-9403-593afc4f1d49_20250331T14:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my name is [PII]. I was calling to see the status of my claim.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII]. I give you my wife's number [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, 252-1406.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Of course. All righty, and then just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address we've got on file for you. uh, looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying that information, [PII]. Alright, one moment, let me take a look at this claim for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so according to the information that we have as it has completed processing, uh, they determined it as a preexisting condition so we weren't able to pay any benefits for this claim.
[CUSTOMER][NEUTRAL] Oh really?
[AGENT][NEUTRAL] Yes, so it does say um.
[AGENT][NEUTRAL] The limitation will not apply to a disability resulting from a pre-existing condition that begins after you've continuously cover you're covered under the policy for 12 months. So as this policy's effective date was [PII], um, as it was considered a pre-existing condition, um, if you still have something after that 12 months from that point, uh, then of course it would no longer be considered preexisting.
[CUSTOMER][NEUTRAL] So it has to be enforced for 12 months before they cover anything?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] As as they determined this was preexisting.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Of course is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] All right. Yes, sir. Thank you. Have a great day.