AccountId: 011433970860
ContactId: 4dd8db6d-c9f1-43b7-b391-4995e8343999
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 46259 ms
Total Talk Time (AGENT): 15099 ms
Total Talk Time (CUSTOMER): 27729 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/4dd8db6d-c9f1-43b7-b391-4995e8343999_20250625T16:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, I have a question. Uh, I've had a cancel policy for my son, I think since [PII], but how far back can you go with claims? I have.
[CUSTOMER][NEUTRAL] You know, like the wellness claims, how far back can you file?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yeah, you can go back as far as the policy was active. There's not like a time limit, so it's really just as far back as you wanna go.
[CUSTOMER][NEUTRAL] Oh, OK. All right. I, uh, as long as like.
[CUSTOMER][POSITIVE] If it's starting [PII], go back and forth. OK, thank you, ma'am. I, I appreciate you answering my question. Thank you. Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Have a good day.