AccountId: 011433970860
ContactId: f4d82d8d-77eb-445c-b0a4-c18e455bf34b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88839 ms
Total Talk Time (AGENT): 13692 ms
Total Talk Time (CUSTOMER): 52151 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/f4d82d8d-77eb-445c-b0a4-c18e455bf34b_20250625T20:51_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, yeah, hi, um, my name is [PII]. I had spoken to somebody earlier today and they told me in order for my claim to be, um, processed I needed a diagnosis code and I just wanted to make sure that I have the right thing. If I gave you a code, would you know if that's it? The way it is is um it's for sleep apnea.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what happened is I'm looking at the doctor's um notes and it says he associated diagnosis. It's OSA which is obstructive sleep apnea, and it says G47.33.
[CUSTOMER][NEUTRAL] Is that the code they're looking for?
[AGENT][NEUTRAL] Let me see here.
[AGENT][POSITIVE] Yep, that's exactly what they're looking for.
[CUSTOMER][POSITIVE] OK great so I'll I'll send a copy of this over so this way they have it.
[AGENT][POSITIVE] OK, sounds good.
[CUSTOMER][POSITIVE] All right thank you so much alright bye bye.
[AGENT][POSITIVE] Yeah, you're welcome. Bye.