AccountId: 011433970860
ContactId: 0aac270e-b323-4091-96ed-90cefe6dde5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246750 ms
Total Talk Time (AGENT): 97689 ms
Total Talk Time (CUSTOMER): 120484 ms
Interruptions: 4
Overall Sentiment: AGENT=-0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/0aac270e-b323-4091-96ed-90cefe6dde5d_20250515T20:07_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I had spoke with a representative and she told me to call back in today and check to see if a claim had come over yesterday for me that was supposed to be coming over.
[AGENT][NEUTRAL] From a provider or you submitted it on your own behalf?
[CUSTOMER][NEUTRAL] No, from a provider from Quest and I've had multiple phone calls about this and she got on the phone yesterday with Quest.
[AGENT][NEUTRAL] Can I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Policy number is 01336692ML7.
[AGENT][NEUTRAL] [PII], could you verify your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] [PII]. That's [PII].
[AGENT][NEUTRAL] Thank you and what is the email address that we have on file for you, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And a good callback number is [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] It's been an ongoing issue with this since October and when I called back in um they told me.
[CUSTOMER][NEGATIVE] The lady called Quest directly the other representative to get information and they said that they were, they apparently had some number wrong.
[CUSTOMER][NEUTRAL] Where they were trying to send it, not the fax number there's some other number that goes along with claims.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] A lot of individuals has been complaining about Qu with their claims.
[CUSTOMER][NEGATIVE] It's been going on for years with them. I'm so tired of fighting about this stuff. Um, told me they had.
[AGENT][NEUTRAL] Cause I think a lot of providers, a lot of facilities, they don't be, they don't like, if I have a secondary insurance then submitted to my secondary insurance. That's.
[AGENT][NEGATIVE] Just simple as that, if I have a secondary and a primary, you're supposed to submit it to both insurance companies. What's the data service that you're calling about because it still don't look like it's on file.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] No, it's still not here.
[CUSTOMER][NEUTRAL] She told me to call back.
[CUSTOMER][NEUTRAL] Today.
[CUSTOMER][NEUTRAL] And she said that um.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't know why.
[CUSTOMER][POSITIVE] Yeah, I'm trying to see what I can.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] She said that the supervisors have a way of looking for stuff that has come over.
[AGENT][NEUTRAL] I'm not sure why she told you that because we don't, if say if they submitted it yesterday, if they sent it to us by fax, we wouldn't, we, we wouldn't be able to check the system until 48 hours.
[CUSTOMER][NEUTRAL] Electronic
[CUSTOMER][NEUTRAL] She said electronic that they were sending electronic they didn't have some number they were supposed to have.
[AGENT][NEGATIVE] Oh, well, no.
[CUSTOMER][POSITIVE] The correct um.
[CUSTOMER][NEUTRAL] Is it a payer ID number?
[CUSTOMER][NEGATIVE] They didn't have the there's my note. They did not have the correct payer ID number on file for you guys.
[AGENT][NEUTRAL] It says that the claim has never been faxed or sent electronically.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEGATIVE] It says, I spoke to him today said it was never faxed or sent over electronically.
[AGENT][NEUTRAL] Someone by the name of [PII].
[CUSTOMER][NEUTRAL] That's the lady from yesterday.
[CUSTOMER][NEUTRAL] Mhm. That was yesterday.
[AGENT][NEUTRAL] Yeah, we can't
[CUSTOMER][NEUTRAL] And that particular lady told me that.
[CUSTOMER][NEUTRAL] Call back today.
[AGENT][NEUTRAL] Oh
[AGENT][NEGATIVE] I'm not sure why she would tell you that inaccurate information then when you get on the phone with someone today and I tell you that we can't, it, it has to take 48 hours.
[CUSTOMER][NEUTRAL] No, it wasn't today, it was yesterday.
[CUSTOMER][NEUTRAL] It was yesterday.
[AGENT][NEUTRAL] Right, and it, it hasn't been 48 hours for us to be able to review it, but.
[CUSTOMER][POSITIVE] OK, alright, OK, alright, alright then, OK, I gotta go then. Thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.