AccountId: 011433970860
ContactId: 0a118920-119b-42db-85e0-40e85a93d031
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99260 ms
Total Talk Time (AGENT): 24230 ms
Total Talk Time (CUSTOMER): 42962 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/0a118920-119b-42db-85e0-40e85a93d031_20250404T17:36_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I am calling about my patient's pre-treatment estimate. I just have a question about it.
[AGENT][POSITIVE] I'd be happy to assist with that.
[AGENT][POSITIVE] [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] That is 02465240.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] Thank you for that information. One moment please.
[AGENT][NEUTRAL] OK, and what was your question?
[CUSTOMER][NEUTRAL] Um, for the grafting, I'm just wanna know, was it denied because of waiting period or is it not covered service at all on his plan?
[AGENT][NEUTRAL] And what was that code?
[CUSTOMER][NEUTRAL] Um, there's 3 of them. One is 9239.
[AGENT][NEUTRAL] 9243 and 4283. I'm showing that those are non-covered procedures.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK alright I just wanna verify that.
[CUSTOMER][POSITIVE] OK, well thank you so much.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too. Mm bye.