AccountId: 011433970860
ContactId: 2cee0495-203e-421e-bee1-1c3add81b11e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 568679 ms
Total Talk Time (AGENT): 197620 ms
Total Talk Time (CUSTOMER): 232500 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/2cee0495-203e-421e-bee1-1c3add81b11e_20250226T20:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling, um, so APL is my supplemental insurance to my primary. Um, I've been dealing with for the last year, um, having my insurance.
[CUSTOMER][NEUTRAL] Sorry, let me restart that. We went to Quest to have blood work done a few times uh for my wife who was pregnant at the time. Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So Quest keeps telling me that they keep sending the claim to APL.
[CUSTOMER][NEGATIVE] And it doesn't get paid, uh, and then when I call you guys.
[CUSTOMER][NEUTRAL] You guys say that you never received it, um, so that they've been trying to fax them, which some of them have gotten paid, some of them still have not. I'm just trying, they faxed some on the [PII] I believe. I'm just trying to figure out, um, have they been received because we're now to the final notice on one of them.
[CUSTOMER][NEUTRAL] Which next step is it goes to collections.
[AGENT][NEUTRAL] OK. Well, I can verify if it's been received, and I apologize, your name is?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And Mr. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02279404.
[AGENT][POSITIVE] Thank you so much. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And verify your date of birth, mail address and email address, please.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, [PII]. Address is [PII].
[AGENT][NEUTRAL] OK. And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And was the claim for you or is it for a dependent?
[CUSTOMER][NEUTRAL] It is for my wife.
[AGENT][NEUTRAL] Oh, your wife. I think you did say that. I'm sorry. Give me one moment.
[CUSTOMER][POSITIVE] You're good.
[AGENT][NEUTRAL] Uh, do you happen to have a date of service of the claim?
[CUSTOMER][NEUTRAL] Yes, uh, I'm going out to the door right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 324. OK, give me one moment.
[AGENT][NEUTRAL] [PII] and you said this is for uh Lord [PII]. This was from [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you, give me a moment.
[AGENT][NEUTRAL] Uh, yes, sir. I do show that claim was received and it was processed and benefits paid to the provider.
[CUSTOMER][NEUTRAL] OK, um, do you, can you see when that was, uh, uh, processed by chance?
[AGENT][NEUTRAL] Uh yes, sir. Uh, this was processed on [PII].
[AGENT][NEUTRAL] Of this year.
[CUSTOMER][NEUTRAL] Of 25? OK, and is there any anything additional due?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Um, on my part.
[AGENT][NEUTRAL] Uh, not that I'm showing. It looks like, um, like I say, it looks like we paid on this claim $9.66.
[AGENT][NEUTRAL] And I'm assuming that was the balance after primary.
[CUSTOMER][NEUTRAL] That that was actually uh that, that sounds like that was for a different bill.
[CUSTOMER][NEUTRAL] Because there was another one for $9.66. This one is for $59.08.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] Well, this is the only claim I'm showing from Quest for that data service. It looks like a total charge of 6683, and they have uh from primary insurance to patient responsibility of 966 that was applied towards the deductible.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So sorry I'm looking at something.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Um, so when I, so they, they resent this one on [PII].
[CUSTOMER][NEUTRAL] Um, and it had not yet been.
[CUSTOMER][NEUTRAL] Paid so that that was for a different one so um are are are you able to see.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I don't, I don't see being sent on the [PII]. Uh, the only other claim that came through for your wife came in on the [PII], but um it's not from Quest.
[CUSTOMER][NEUTRAL] If there are any other ones you don't say any.
[AGENT][NEUTRAL] Did they say if they faxed it to us or mailed it?
[CUSTOMER][NEUTRAL] Um, so they tried mailing them.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And um they got no response.
[CUSTOMER][NEGATIVE] So the last few times they've been trying to fax them and some of them have been received in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Paid, but there's still 3 of them that have not been received and paid.
[AGENT][NEUTRAL] Uh let me see how this one looks sent.
[AGENT][NEUTRAL] Because I don't show anything been received around on the [PII] and the claim I just uh told you about where you paid 966, that one was received on the [PII] of this year and it looks like it was faxed, so.
[AGENT][NEUTRAL] Um, if there is, you said there was another claim for a different amount for that date?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It was for
[CUSTOMER][NEUTRAL] $59.08.
[AGENT][NEUTRAL] OK, then yeah, we had not received that claim, um.
[CUSTOMER][NEUTRAL] All right, um,
[CUSTOMER][NEGATIVE] So they, they tried again. I called yesterday and they're they're trying to faxing again um but they did tell me.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] If you, if you guys do not receive it by Friday, um, they want, they want somebody from APL to call them.
[CUSTOMER][NEUTRAL] To try to figure it out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I don't know if that's something um if I should just wait till Friday again.
[AGENT][NEUTRAL] Uh, I would say wait till Friday, um.
[AGENT][NEUTRAL] And if we hadn't received it, we can call and verify that with them, uh, just let them know we had not received the claim and to verify the fax number and mailing address where they can submit, but um.
[AGENT][NEUTRAL] Yes, sir. If you want, we can wait till Friday, just to give it time for it to come in, but I would say that they faxed it on the [PII], then it should show we received it on the [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So yeah, I, I have 3 bills.
[CUSTOMER][NEUTRAL] One of which is $10.08 1 is $6.81 1 is $59.08.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. Well, if you want, we could do a conference call. Do you happen to have their phone number and I can call them while we're on the phone?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I can try it it's one of those, uh, you know, automatic you have to wait for your turn type thing.
[AGENT][NEUTRAL] Oh, yeah, yes, sir. Um, whichever one you prefer, you'd rather wait Friday, we can try.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, I can wait again until Friday um and I'll call you guys back if that one was ever received.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, if it's not, then I guess I will, uh.
[CUSTOMER][NEUTRAL] We'll go from there.
[AGENT][NEUTRAL] OK. Um, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Nope, that is it. Thank you very much.
[AGENT][POSITIVE] Yes, sir. Thank you for calling APL Mr. [PII]. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.