AccountId: 011433970860
ContactId: 13cd49bb-c115-4a59-b081-6226da87373a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 822340 ms
Total Talk Time (AGENT): 310625 ms
Total Talk Time (CUSTOMER): 323320 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/13cd49bb-c115-4a59-b081-6226da87373a_20250502T17:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, I have a question. I have some bills from Quest Diagnostic that, um, I gave them my information back when
[CUSTOMER][NEUTRAL] You know, we went and did the blood work, um, and also every time they send me a bill, I always give them my information on the APL.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] They say that they've submitted it, but I don't think that you have received APL has received it. Is there any way you can confirm if they have um or not?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I can check.
[CUSTOMER][NEUTRAL] Or what do you think I should do if I should submit them?
[AGENT][NEUTRAL] Right, um, so I, I can check to see um if we've received any claims from them and then if we have not, then I can also instruct you on how to file a claim yourself. um, can you give me your name and your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And my call back is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is your policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So this one expired.
[CUSTOMER][NEUTRAL] Uh, and I have a new, you know, that one expired, and then we have a new one, so I'm gonna give you the old one which would be the one it will be under [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK and then um for security reasons I need for you to please verify your date of birth for me.
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we would have on the policy?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, mm, what else did you ask?
[AGENT][NEUTRAL] Um, the cell phone number and the email address that's on the policy, please?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][POSITIVE] OK, thank you very much. I appreciate you verifying the policy for me.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Can you please give me, um,
[AGENT][NEUTRAL] The first date of service.
[CUSTOMER][NEUTRAL] Huh, hold on then. Let me get you the
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, let me see. OK, let me go into Quest and give you the exact.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, if you can give me the data service and the charge amount.
[CUSTOMER][NEUTRAL] Amounts
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see, pay bills.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] Let's go down.
[CUSTOMER][NEUTRAL] All right. So there is one from [PII] for $29.04.
[AGENT][NEUTRAL] OK, and is that the charge amount before or after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] After.
[AGENT][NEUTRAL] OK, alright, let me look that one up first real quick.
[AGENT][NEUTRAL] And this is for you the claims would be on you, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, all of these are for me.
[AGENT][NEUTRAL] OK, so on [PII], I'm not finding a claim on file, but let me check to see when your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, your policy, um, ended in February, so let me look at the other policy and see if it's on there.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, it closed though it ended [PII], and this is of [PII].
[AGENT][NEUTRAL] OK, let me double check.
[AGENT][NEUTRAL] Yes, you're correct on that, um, that previous that policy was active from [PII].
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Double check myself here.
[AGENT][NEUTRAL] Yes, there is no claim on file for [PII].
[CUSTOMER][NEUTRAL] All right. OK. And then there's another one that is [PII] for $32.09.
[AGENT][NEUTRAL] OK, let me check that date.
[AGENT][NEUTRAL] OK, and that one is also not on file for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I have another one for $17.84.
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] OK, let me look up [PII].
[AGENT][NEUTRAL] OK, that's $17.84 was paid to Quest Diagnostic uh with check number 20399.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hold on, let me write this down.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] 20399
[AGENT][NEUTRAL] 06.
[CUSTOMER][NEUTRAL] 06. OK. And, and do you know the date?
[AGENT][NEUTRAL] It was paid um on [PII] in the amount of $17.84.
[AGENT][NEUTRAL] So they just got that payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Then how about there's another 1 [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] For $40.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me get the.
[AGENT][NEUTRAL] Other policy up real quick.
[AGENT][NEUTRAL] OK, there's no claims that have been filed for [PII].
[CUSTOMER][NEUTRAL] OK, so then how can I submit.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] These claims
[AGENT][POSITIVE] The easiest and best way to do it, um.
[AGENT][NEUTRAL] Let me see if you guys are signed up on the online service center.
[AGENT][POSITIVE] Real quick.
[CUSTOMER][NEUTRAL] Mhm. Cause for some reason I
[CUSTOMER][NEGATIVE] Can't get
[CUSTOMER][NEUTRAL] Into
[CUSTOMER][NEUTRAL] The new insurance.
[CUSTOMER][NEUTRAL] Can I? Let me see.
[AGENT][NEUTRAL] OK, I do show that your husband has signed up for.
[AGENT][NEUTRAL] The online service center.
[AGENT][NEUTRAL] Because you're unless he's there if he's there I can get consent to give you the user name is is he available?
[CUSTOMER][NEUTRAL] OK, no, he can give it to me. I'm the one who.
[AGENT][NEUTRAL] OK. You can, yes, ma'am. If you can get, OK.
[CUSTOMER][NEUTRAL] I'm the one who does it. I, I don't think he did it. I think it is.
[AGENT][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] The the accounting person in the office did it.
[AGENT][NEUTRAL] Yes ma'am, I understand. OK, so if you guys go into the online service center it's the easiest way to file a claim.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You'll go in and you'll click on claims and forms.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, I can get into, I can get into my old one, so it's OK. I can do that, right? Or no? They, or they bumped me out of everything.
[AGENT][NEUTRAL] And you're gonna
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh no, no, you should be able to get into it um you only sign up for it one time now if all your policies are lapsed then you can't, but you have an active policy, so you should be able to use it, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, but I need to submit my, I, I need to submit the old ones, that's in the old policy.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] That's fine, that's fine. The old policies will be on there too, um, you'll just submit the claim and they'll.
[CUSTOMER][NEUTRAL] Yeah, but I can't get on it.
[CUSTOMER][NEGATIVE] For some, I was able to get on it before and now I can't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Unless here it says upload files.
[AGENT][NEUTRAL] All right, so
[AGENT][NEUTRAL] Right. Well, the next option for you if you're not able to do it on the old policy would be to uh either fax it or mail it in, and I can give you the fax number and the mailing address.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] How can I fax?
[AGENT][NEUTRAL] The fax number is.
[AGENT][NEUTRAL] 187.
[CUSTOMER][NEUTRAL] No, I don't know how I can fact.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] I don't know how I can fax that.
[AGENT][NEUTRAL] OK, well, let, let me give you.
[CUSTOMER][NEUTRAL] Um, so, so I have a question. I, I'm gonna do it via via this website, um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I can, I can get into, like, I'm seeing right now, I can see the two.
[CUSTOMER][NEUTRAL] I logged in and I can see the two accounts.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If I press
[CUSTOMER][NEUTRAL] My old account, which I always saw everything. Like I can see the claims that you have paid. If I go in there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now it tells me.
[CUSTOMER][NEUTRAL] Some stuff that I, I have no idea. I can't get into the account. Or do I just upload files?
[AGENT][NEUTRAL] Yes, you'll
[CUSTOMER][NEUTRAL] Enter claim number claim details, select claim I put [PII] upload documents.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and then I.
[CUSTOMER][NEUTRAL] What do I do?
[CUSTOMER][NEUTRAL] Complete or?
[AGENT][NEUTRAL] Once you, yeah, once you upload the documents, it will go by the date of service in the claims department as to which policy it needs to be applied to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK.
[CUSTOMER][POSITIVE] Then I can do it like that. I'll submit it like that. Perfect. OK, we figured it out. Thank you so so much.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, you're very welcome and you'll also need to include your explanation of benefits from your primary insurance.
[AGENT][NEUTRAL] Carrier and the itemized statement from the facility.
[CUSTOMER][NEUTRAL] OK, so I have the item itemized statement from Quest. So I go to Aetna and print that out with the, their explanation of benefits.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Yes ma'am, that's correct, and then you can just uh yes and then upload it.
[CUSTOMER][POSITIVE] Correct? OK, perfect.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] You're so very welcome, Ms. [PII]. Is there anything else that I can help you with before we go?
[CUSTOMER][POSITIVE] No, I think we're good. Thank you. Have a great day.
[AGENT][POSITIVE] OK, well you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Mm bye-bye.