AccountId: 011433970860
ContactId: b278325f-aa6d-456b-9007-037b69c9ab5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92500 ms
Total Talk Time (AGENT): 35579 ms
Total Talk Time (CUSTOMER): 50745 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/b278325f-aa6d-456b-9007-037b69c9ab5b_20250227T17:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, we have an old policy, and I didn't realize we could get wellness claims on him. I forgot we had did one back in [PII], but nothing since. Can I go back for 22 and 23 and 24 and fill out a claim form?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah absolutely you can still go back and file those I can send you um you can get the claim form online or we can send it to you, whatever's best.
[CUSTOMER][NEUTRAL] OK, I can get it online and then you're only allowed, what is it, uh, like you don't get anything for each, for instance, if you have dental, eye, mammogram, all of these, there's only one payment per year, is it? or one for each of those events?
[AGENT][NEUTRAL] Um, most of the policies will just pay the one wellness per year, so it's just one event per year.
[CUSTOMER][POSITIVE] That's what I thought. OK, I, I, I think I can follow that then and I'll get the form online. That's easy enough to do.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Nice, nice. Yeah, absolutely, you can still do that.
[CUSTOMER][NEUTRAL] OK, and file a different or file one for each year, not.
[CUSTOMER][NEUTRAL] Uh, you know, all that, yeah, I better make a make 5 copies then.
[AGENT][POSITIVE] Yeah, yeah, you would wanna do, you would wanna do one for each, um, yeah, not all together just to make sure, yeah, correct.
[CUSTOMER][POSITIVE] OK, thank you very much. That's all I needed to know.
[AGENT][POSITIVE] My pleasure. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.