AccountId: 011433970860
ContactId: 3cc0f48e-147a-41fc-b71a-197548cf29d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401660 ms
Total Talk Time (AGENT): 183870 ms
Total Talk Time (CUSTOMER): 145816 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/3cc0f48e-147a-41fc-b71a-197548cf29d7_20250625T19:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, sir. I need your assistance with two things. Can I give you my number?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, can I get your name and your call back number first just in case our call is dropped I can call you back.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, [PII], Ms. [PII], and my phone number is [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] Um, well, 02363908 used to be my policy number because it was a commercial policy.
[CUSTOMER][NEUTRAL] Through my employer.
[AGENT][NEUTRAL] OK, and it was 023.
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEUTRAL] 639-08.
[AGENT][NEUTRAL] 639-08. OK, let me look up that policy and I'll pull in any policy that you have with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am, and then also I'll need for you to please verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, I appreciate you verifying your policy.
[AGENT][POSITIVE] How can I help you today?
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] There were several payments I made to Quest Diagnostics.
[CUSTOMER][NEUTRAL] And they informed to me that those payments they never submitted to APL because they didn't.
[CUSTOMER][NEUTRAL] Had information on the API in their system though I provided for some reason was never loaded, so I provided to them and they are submitting both claims to APL and only after APL confirms that that's when they're gonna consider issuing me a credit.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I called them to find out and they said they submitted but APL didn't reply so they are resubmitting it. I'm not sure if you see any activity.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you know when they sent it in?
[CUSTOMER][NEUTRAL] From Quest.
[CUSTOMER][NEUTRAL] Well, I spoke with them yesterday and they said that they had sent 2 weeks ago.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] The last submission that we got was from [PII].
[AGENT][NEUTRAL] And it was processed on and it was Miami Lakes Outpatient Center, is that who's supposed to be submitting the claim?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Um, we received on [PII] a claim from Miami Lakes Outpatient Center. Is that who's supposed to be sending in the claim?
[CUSTOMER][NEUTRAL] No, no, it's a lab. I mean, that is something else as well.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] But it's a lab quest, Q U E S T Quest Diagnostics. It's for lab work.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yes, we haven't received anything.
[AGENT][NEUTRAL] Let me make sure. No, ma'am, we have not received anything for.
[AGENT][NEUTRAL] Quest and is it for yourself or is it for one of your dependents?
[CUSTOMER][NEUTRAL] It's for all of us there's been several that they missed to submit.
[AGENT][NEUTRAL] All of you.
[AGENT][NEUTRAL] Oh goodness, OK, yes ma'am. I'm not showing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, yeah, I.
[AGENT][NEUTRAL] Anything that has been sent in from them, there's nothing in the system recent um since [PII] and that was for the outpatient services.
[CUSTOMER][NEUTRAL] OK, so I'll call them again to make sure. Is there a specific uh number they need to contact for that or?
[AGENT][NEUTRAL] They can fax it in or let me give you all of the information that way you have everything that they need um if they wanna send it electronically through the computer system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you could give them our payer ID number and the payer ID number is 60801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you repeat that? 60?
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] Yes, 60801.
[AGENT][NEUTRAL] That's the payer ID number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's for to send electronic plate if they wanna fax it in, let me give you the fax number real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 1877.
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And then if they want to mail it in, that would be the, the two quickest ways, but if they have to mail it in, let me give you the mailing address also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alrighty thank you very much for your assistance, OK?
[AGENT][POSITIVE] You're so welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, no, that will be all. Thank you very much.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, you're very kind.