AccountId: 011433970860
ContactId: 0758c68f-ce64-445f-bdec-50e82d3c8412
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 555869 ms
Total Talk Time (AGENT): 102652 ms
Total Talk Time (CUSTOMER): 93668 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/0758c68f-ce64-445f-bdec-50e82d3c8412_20250616T16:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I faxed over, um,
[CUSTOMER][NEUTRAL] A claim for blood work that I had done back on [PII].
[CUSTOMER][NEUTRAL] I received a letter saying that they received my claim and the claim has been started then I received a form that says that they need a copy of my Quest diagnostic evaluation so they can see what was done and I sent that over with my letter.
[AGENT][NEUTRAL] OK, I'll take a look at that for you. Can I get your name and a callback number please?
[CUSTOMER][NEUTRAL] My name is [PII] and the last name is [PII] I'm at work and my well I'll give you my cell number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is your policy number with us, [PII]?
[CUSTOMER][NEUTRAL] It says 02600010.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] If you could verify your date of birth and mailing address, please.
[CUSTOMER][NEUTRAL] It's [PII] and my address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the data service for the lab work?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can give you the fax number that I sent everything over to.
[AGENT][NEUTRAL] OK, let's see, hold one moment please.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you for holding. I apologize for the wait. I'm pulling up the image now to see what we received from you and why this information was requested.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] 60
[AGENT][NEUTRAL] OK, so we ask for the.
[AGENT][NEUTRAL] Itemized bill with procedure codes and diagnosis codes so let me see what you.
[AGENT][NEUTRAL] 16
[AGENT][NEUTRAL] OK, so it looks like um.
[AGENT][NEUTRAL] Let's see what was sent.
[AGENT][NEUTRAL] Was uh the lab notes.
[AGENT][NEUTRAL] Which does not have the actual lab procedures that they perform or the reason why, which would be the diagnosis code.
[CUSTOMER][NEUTRAL] So where
[CUSTOMER][NEGATIVE] OK, where do I get that because whatever they give me to hand in them when I go to get the blood work done, I don't have that. I, I have to hand that in.
[AGENT][NEUTRAL] OK. So you would request that from the lab, from uh the lab provider? Yes, from Quest and if you, yes, and you can read exactly what was asked for uh in your, um, the statement that we sent you. They'll know exactly what it is you need. You need the procedure codes.
[CUSTOMER][NEUTRAL] From Quest
[CUSTOMER][NEUTRAL] From Quest, OK.
[CUSTOMER][NEUTRAL] OK, in order to complete the processing, I.
[CUSTOMER][NEUTRAL] Let's see diagnosis codes, procedure codes, OK, and then once I have that, where do I send it?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, you would, uh, fax that in also.
[AGENT][NEUTRAL] Fax it to the same number.
[CUSTOMER][NEUTRAL] Give me the the correct fax number so there's um let me see make sure I got.
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 3659423
[CUSTOMER][POSITIVE] OK, I'll give them a call right now and see if I can get a hold of that. I appreciate it.
[AGENT][POSITIVE] OK, [PII]. You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, my mission is to get this paperwork over to you so I will call them right now.
[AGENT][POSITIVE] OK, you have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Alright, you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.