AccountId: 011433970860
ContactId: afe35d2e-3124-4f7d-95a6-80d15b453f2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233259 ms
Total Talk Time (AGENT): 74809 ms
Total Talk Time (CUSTOMER): 88015 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/afe35d2e-3124-4f7d-95a6-80d15b453f2d_20250530T20:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I have a question about uh my uh the wellness part of APL.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] What kind of questions did you have?
[CUSTOMER][NEUTRAL] Yes, um, I had a, a file a claim, um, for the [PII] year, but I wasn't sure if, um, how long I had the insurance.
[CUSTOMER][NEUTRAL] And I don't know if I had claimed for the year before.
[AGENT][NEUTRAL] OK, let's, we can take a look. Do you have your policy number?
[CUSTOMER][NEUTRAL] Or.
[CUSTOMER][NEUTRAL] Uh yes, let me.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Sorry, I'm looking for it. I'm on the on the web page, but.
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] Or even if you have like a recent claim number I can get it from that.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] OK, I have uh from yesterday, the ones I did yesterday, it's OSC 98933.
[AGENT][NEUTRAL] OK, yeah, that's the online service confirmation. Does it give you any sort of number that starts with like a 3?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, the policy number. OK, yeah.
[CUSTOMER][NEUTRAL] I have a policy number. I see it now. It's 252534193.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] TNO 471.
[AGENT][NEUTRAL] And then lastly, if you could just verify your address on file, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So it looks like the policy has been active since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't see any past claims that you've submitted at all, it looks like.
[AGENT][NEUTRAL] Um, except for the one that you just did, you know, that was just submitted.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I can submit the 20231.
[AGENT][NEUTRAL] You can, yeah, so the effective date on the policy um was [PII]. So you could file one for [PII] and [PII]. You do get the benefit once a year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, then no, I'll do that. I, I was just wasn't sure because I, um, I had done, and I had another insurance and I had done it and I went to my, the person at um administration and they were like, oh, you have this wellness, and I, I didn't even know I had it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Yeah, no, so yeah, you can definitely still do those. There's no time limit on that, so.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][POSITIVE] OK. Well, thank you. Thanks for your help.
[AGENT][NEUTRAL] You're welcome. Is there anything else?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. You have a good rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye bye.