AccountId: 011433970860
ContactId: 331d0c48-33be-4c0c-b05f-d90387b68714
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156490 ms
Total Talk Time (AGENT): 6239 ms
Total Talk Time (CUSTOMER): 80093 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/331d0c48-33be-4c0c-b05f-d90387b68714_20250417T14:39_UTC.wav
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[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] APL, this is Ka[PII].
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi, good morning. My name is To[PII]alling from National Kidney Partners checking on claim status on a member. Actually I denied claim on a member.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me get you to that department.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Thank you for calling APL. Your call may be monitored for quality assurance. Para espanol rave. If you know your party's extension, you may dial it now. If you are a medical or dental provider, press 1. For verification of benefits, questions about your claim or medical bill, or if you need assistance filing a claim, press 2. For questions.
[CUSTOMER][NEUTRAL] The information provided during this call is only a description of benefits and not a guarantee of payment or eligibility. Benefits are based on eligibility, the date services are rendered, and all plan provisions. Please hold for the next available representative. For dental, press 1 for me.
[CUSTOMER][NEUTRAL] or gap, press 2. For hospital indemnity or accident, press 3. For cancer, disability, intensive care, heart attack, stroke, or life, press 4. To repeat this menu, press 5 or press 6 to return to the main menu.
[CUSTOMER][NEUTRAL] For dental, press 1. For Medlink or gap, press 2. For hospital indemnity or accident, press 3. For cancer, disability, intensive care.
[CUSTOMER][NEUTRAL] All of our representatives are currently assisting other customers. Please hold for the next available representative.