AccountId: 011433970860
ContactId: 1842c10b-013a-486f-b726-93092cc09d69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163119 ms
Total Talk Time (AGENT): 64711 ms
Total Talk Time (CUSTOMER): 52619 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/1842c10b-013a-486f-b726-93092cc09d69_20250224T18:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I went to Quest Lab.
[CUSTOMER][NEUTRAL] Quest Diagnostic Laboratory and it was applied to my deductible.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So can I, I could file that to you, right?
[AGENT][NEUTRAL] If you have a secondary with us, [PII], yeah, you can.
[CUSTOMER][NEUTRAL] OK, the bill has the CPT code, but it doesn't have a diagnosis.
[AGENT][NEUTRAL] I think they do need that. Let me just double check here one second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see we'll need.
[AGENT][NEUTRAL] Itemized bill with diagnosis from the provider and then we need explanation of benefits from the primary showing the amounts applied.
[CUSTOMER][NEUTRAL] OK, the bill I have, it says like hemoglobin, so that's pretty obvious, right?
[AGENT][NEUTRAL] Right, uh-huh, yeah.
[CUSTOMER][NEUTRAL] Um, so now which form would I use?
[AGENT][NEUTRAL] Um, from our website you're gonna use the Medin claim form. It's on page 2 under claims and forms.
[CUSTOMER][NEUTRAL] Mein OK.
[AGENT][NEUTRAL] And it does also on page one when if you download the form or print it out, it does have um instructions on page one just as a reminder of what you would need to submit with the claim form.
[CUSTOMER][NEUTRAL] Yeah, I don't know if I could get the diagnosis cause you know how quest is, or a laboratory.
[AGENT][NEUTRAL] Mm, yeah.
[CUSTOMER][NEUTRAL] Well, I guess I'll call them and tell them they need to do it. And that's the form they would.
[CUSTOMER][NEUTRAL] If they do it, they don't need a form, right?
[AGENT][POSITIVE] Yeah, I mean they can submit it electronically from their side so yeah that's definitely an option if they'll do it for you then you can just give them their information and they can submit it on your behalf absolutely.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for your time. You have a good day.
[AGENT][POSITIVE] You're welcome. You too, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Right now.