AccountId: 011433970860
ContactId: 495c5096-f772-4639-aa2b-b877a1dc445e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 45310 ms
Total Talk Time (AGENT): 11042 ms
Total Talk Time (CUSTOMER): 28331 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/495c5096-f772-4639-aa2b-b877a1dc445e_20250220T17:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], [PII], I'm [PII], you know, I'm an agent that writes business with APL. Somebody asked me, uh, how far back can you go on a claim that you should have claimed to APL but you, you know, didn't for whatever reason? Is there 12 months? Is it 2 years? What's the, what's the, how far back?
[AGENT][NEGATIVE] We don't have a timely family.
[CUSTOMER][NEUTRAL] So that it can go back 2 years.
[AGENT][NEUTRAL] As long as the member's policy was active.
[CUSTOMER][NEUTRAL] OK. At the time, at the time of the data service.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, I appreciate you thank you very much bye bye.
[AGENT][POSITIVE] You're welcome. Thank you.