AccountId: 011433970860
ContactId: c655c40a-1e83-44c5-87c4-d246e9862cda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 549349 ms
Total Talk Time (AGENT): 143497 ms
Total Talk Time (CUSTOMER): 160141 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/c655c40a-1e83-44c5-87c4-d246e9862cda_20250625T14:06_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.
[CUSTOMER][NEUTRAL] Hello, good morning. My name is [PII]. I'm calling from provider's office. I'm looking for claim status.
[AGENT][POSITIVE] Sure, I can assist you with claim status, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. My callback number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the city you're calling from for my notes?
[CUSTOMER][NEUTRAL] I'm calling from North Shore Hematology oncology Associate.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] The patient's policy number is.
[CUSTOMER][NEUTRAL] 244-857-2.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] Yes, sir. And
[CUSTOMER][NEUTRAL] Date of birth of the member is [PII].
[AGENT][NEUTRAL] Thank you. May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] Date of service is [PII] and the bill amount is $460 even.
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For the future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] And um let me pull this be one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Still waiting on the system.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Miss [PII], can you provide me the procedure code?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Can you provide me the procedures code because I put one but it's not yours. So do you have the procedure code?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Yeah, that is 99214.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The number is 12.
[CUSTOMER][NEUTRAL] 75.
[AGENT][NEUTRAL] Is that the only procedure code listed?
[CUSTOMER][NEUTRAL] Yeah. Yes.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, that claim is not on file.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK. No worries. I'll resubmit it.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Do you need to verify any information like the address or the fax number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] There is a payer ID, right?
[CUSTOMER][NEUTRAL] For claim submission?
[AGENT][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] Let me get that for you, one moment.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, on this one we have um payer ID 64556.
[CUSTOMER][NEUTRAL] 645-55
[AGENT][NEUTRAL] 645-556
[CUSTOMER][NEUTRAL] OK. And can you please spell your good name?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][NEUTRAL] OK. Uh, and is the reference number will be same for this call or it's different for different claims?
[AGENT][NEUTRAL] It is my name in today's day we don't have reference numbers.
[CUSTOMER][POSITIVE] OK, no worries, uh.
[CUSTOMER][NEUTRAL] Actually, uh, we have already called on [PII] for the same concern for the claim status, and they say that there is no claim on file. So we have filed the claim electronically on the same pair ID.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's still not here. And how many more claims you have, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I have one more claim to assist with.
[CUSTOMER][NEUTRAL] It's for same member.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] It's for a member. OK, what's the date of service?
[CUSTOMER][NEUTRAL] Date of service for this claim is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, same date of service and what's the amount on this one?
[CUSTOMER][NEUTRAL] Um, the bill amount is.
[CUSTOMER][NEUTRAL] $250.
[AGENT][NEUTRAL] What is the procedure code on this one?
[CUSTOMER][NEUTRAL] The procedure code is 36415 and 80307.
[AGENT][NEUTRAL] OK, can you repeat those codes one more time?
[CUSTOMER][NEUTRAL] Yeah, sure. That is 36415 and 80307.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, see if I can find that.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I think we have this one. Let me pull this one up, one moment.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Uh, what is the name of the provider of service for this one?
[CUSTOMER][NEUTRAL] Uh, that is not sure hematology oncology associate or you want individual provider name.
[AGENT][NEUTRAL] Um, no, it's fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, this is not here then. No, we don't have that claim on file either.
[CUSTOMER][POSITIVE] OK, no worries. I'll resubmit it.
[CUSTOMER][NEUTRAL] OK, uh, and the reference number is reference number will be your name and today's date, right?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] OK, thank you so much for assisting me. I have that much of concern from you.
[AGENT][NEUTRAL] You're welcome, thank you. Uh, we don't have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, no worries, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Have a good day you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah