AccountId: 011433970860
ContactId: 3461de37-5542-47be-8d7d-18647df21130
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 506720 ms
Total Talk Time (AGENT): 176442 ms
Total Talk Time (CUSTOMER): 141204 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/3461de37-5542-47be-8d7d-18647df21130_20250516T13:39_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh yeah, uh, it's [PII] here calling from provider's office for claim status. You said your name was?
[AGENT][NEUTRAL] My name is [PII]. That's [PII], last initial [PII]. And how do you spell your name?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] OK, thank you. Um
[CUSTOMER][NEUTRAL] Initial to last name is this is [PII].
[AGENT][NEUTRAL] Yes, OK.
[AGENT][POSITIVE] Thank you and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from Miss M?
[CUSTOMER][NEUTRAL] Yeah, I'm calling from North Shore Hematology oncology Associates.
[AGENT][NEUTRAL] OK, thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, patient's policy number is.
[CUSTOMER][NEUTRAL] 244-857-2
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[AGENT][NEUTRAL] OK. What's her date of birth?
[CUSTOMER][NEUTRAL] And date of birth would be, uh, yeah, it's [PII].
[AGENT][NEUTRAL] OK, and what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] The date of service is [PII] and the bill amount is $660 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. And for future, you can check claim status online through our website at [PII] and that's just optional.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hello, are you there?
[AGENT][NEUTRAL] I'm here.
[AGENT][NEUTRAL] CSR. You said [PII], correct?
[CUSTOMER][NEUTRAL] Mm yeah.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Let me change that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the procedure code?
[AGENT][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Uh, just a moment. Uh, the procedure code is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 99386.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that the only code?
[CUSTOMER][NEUTRAL] Oh yeah, just having uh two claims, one having the code 99.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And the same date I'm just having one more claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which is having the code.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, yeah, on the next, the codes are like [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Gonna miss this one.
[CUSTOMER][NEUTRAL] Which is for $830.
[AGENT][NEUTRAL] Mhm. Yeah, it looks like I see that one. let me pull the details on that one because I, I don't see the first one you gave me. OK, one moment.
[CUSTOMER][NEUTRAL] OK, like you didn't receive the first claim actually I'm calling for both of them.
[AGENT][NEUTRAL] OK. Yeah, um, I found the, the second one. So let me go ahead and just continue searching for the first one that you gave me.
[CUSTOMER][NEUTRAL] Yeah, um, I found the.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't think we have that one.
[AGENT][NEUTRAL] Yeah, we don't have that one. OK. Yeah, we don't have the one for um [PII] for 660 code 99386.
[CUSTOMER][NEUTRAL] OK. OK, sure.
[AGENT][NEUTRAL] OK, so on this one right here. OK, so the next one we process on [PII], [PII], and this is the same.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And this is for requests.
[CUSTOMER][NEUTRAL] It's a quest.
[AGENT][NEUTRAL] Is it for quiz?
[CUSTOMER][NEUTRAL] Uh, no, it is for the Northshore one.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] probably not even this 11 moment.
[CUSTOMER][NEUTRAL] Mm yeah.
[AGENT][NEUTRAL] 491.
[CUSTOMER][NEUTRAL] Is there any denial for the claim?
[AGENT][NEGATIVE] Bear with me because the information you're giving me and the information I'm finding is not matching.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK
[AGENT][NEGATIVE] Yeah, that's not for that.
[AGENT][NEUTRAL] No, it doesn't look like we have received any of your claims.
[CUSTOMER][NEUTRAL] OK, uh, like you said that you have been receiving a claim which contains the $630 of amount. So for that claim, you're showing that it is under the request, right?
[AGENT][NEUTRAL] OK, um, let me go ahead and explain to you, Ms. [PII], um, are you calling from Quest?
[CUSTOMER][NEUTRAL] No, I'm not calling from Quest. actually calling from, so like
[AGENT][NEUTRAL] No. OK, so.
[AGENT][NEUTRAL] That means that, OK, the only one I found was for Quest, so that means I don't have your claims. So any of your claims that you have called for, they're not on file.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. OK, can I just have the
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK not received.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] Uh, can I have the reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sure, no worries. Thank you so much for your assistance. Have a great day. Bye for now.
[AGENT][POSITIVE] You're soon, Miss. No. Thank you for calling APL. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm mm mm mm