AccountId: 011433970860
ContactId: 3f760db9-0956-4b38-9dbe-fafb413e4a06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2272620 ms
Total Talk Time (AGENT): 297313 ms
Total Talk Time (CUSTOMER): 934972 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/3f760db9-0956-4b38-9dbe-fafb413e4a06_20250514T15:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling American Public Lives, this is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good morning, [PII]. My name is [PII]. I will give you my, um, my, my er my benefit number, whatever you wanna call it. You're ready.
[AGENT][NEUTRAL] Um, let me get your callback number really quick.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, now I am ready for the policy number.
[CUSTOMER][NEUTRAL] OK. 01336692 ML 7.
[AGENT][NEUTRAL] OK, [PII], could you verify your date of birth and mailing address please?
[CUSTOMER][NEUTRAL] Um, [PII] and it's [PII], that's [PII].
[AGENT][POSITIVE] Thank you so much for verifying your policy, and how can I help you today?
[CUSTOMER][NEGATIVE] Um, I've been having an ongoing problem with a bill from Quest that you guys have to pay for me, and you guys should have it now, and Quest is sending me another bill. This is from, I believe the date of service is [PII].
[CUSTOMER][NEUTRAL] Mm yeah, [PII], I haven't, and it's in my brain forever at this point.
[AGENT][NEUTRAL] OK. [PII] or [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, according to this, it says, yes ma'am, data services for Quest Blood.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] And you guys kept saying you didn't have it and um we called them back yet again and gave them the mailing address again.
[AGENT][NEUTRAL] OK, I still don't show it on file.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I still do not show a claim for [PII].
[CUSTOMER][NEGATIVE] They have repeatedly told me that they've sent it and they've faxed it so I don't know what's going on.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Why you guys wouldn't have it because they don't wanna talk to me because I keep calling them.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I'm just looking to see if we have anything from Quest. I don't show any.
[AGENT][NEGATIVE] Thing received from Quest at all.
[AGENT][NEUTRAL] No, at this time, we still.
[CUSTOMER][NEUTRAL] They sent it, they mailed it to y'all and they've, they've faxed it and
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] This last time they promised they were gonna mail it again.
[AGENT][NEUTRAL] OK, and this is [PII] or is this another year?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that's one.
[CUSTOMER][NEUTRAL] No, this is [PII].
[AGENT][NEUTRAL] OK, I just saw some lab charges for [PII], but these were charges you, it looks like you filed.
[AGENT][NEGATIVE] OK, I do not show we've received anything uh from them for [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] I mean, I don't know what else to do at this point. Um, it needs to be paid, and they keep telling me they've sent it to you also, so I don't know what else to do unless there's a supervisor that can call them or something because I've repeatedly, repeatedly called.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, this is, um, is there any way the other option would be to file and we, you know, would make the payment to you or is that something?
[CUSTOMER][NEUTRAL] Well, what happens is they don't they don't give us what we need to file with you.
[CUSTOMER][NEGATIVE] So I'm not given the um whatever codes it is you need. They're not on the bill that they send me and I've been through this with y'all before over the years.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And then you always say, well, the codes there and I'll I'll be like the CPT codes on there and you and you guys will be like, oh no, those aren't the right codes.
[CUSTOMER][NEUTRAL] That's not what we need. We need, we need a diagnosis code, and that's not what's on Quest bills that they send me the bills that they send you guys directly are the ones with those codes that you need.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, I do understand that. OK. Um, I mean.
[CUSTOMER][NEUTRAL] The diagnostic codes.
[CUSTOMER][NEUTRAL] Yeah, so it's like banging my head against the wall.
[AGENT][NEUTRAL] OK, um, I mean, a call can be made to them. I don't know that that's gonna guarantee that they send the information.
[AGENT][NEUTRAL] I mean we can't force them to file a claim.
[CUSTOMER][NEGATIVE] I, I understand, but this is, it's like, it's like the scam of scams. This has been going on for years where I repeatedly call them, they say they sent stuff to y'all, you'll say you never got it. It's like, it's like, it's like a full-time job going back and forth between everybody and I'm not getting any, any results and I don't want them digging my credit.
[CUSTOMER][NEGATIVE] You know, and I shouldn't have to pay it. I've been paying for APL for 8 years.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, again, uh, a call can be made to them, um.
[AGENT][NEUTRAL] To just let them know we have not received the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a direct number for them, a contact number, contact person? I mean, without a claim we.
[CUSTOMER][NEGATIVE] Oh, they won't give you a contact person. They won't give you when I have a bill number and then I have a um.
[CUSTOMER][NEUTRAL] A phone number that you call for billing for questions.
[AGENT][NEUTRAL] OK, and what is that billing number?
[CUSTOMER][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your billing number?
[CUSTOMER][NEUTRAL] 773-8888
[CUSTOMER][NEUTRAL] 1073.
[AGENT][NEUTRAL] OK, do you, uh, you show an account number? I, I'm not sure. I just wanna make sure the billing number is not an account number.
[CUSTOMER][NEUTRAL] No, they give you, um, they give you, uh, no, it says that's your bill number.
[AGENT][NEUTRAL] The billing number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's your it's quote bill number yeah that's your bill number, yep.
[AGENT][NEUTRAL] The number.
[AGENT][NEUTRAL] OK, I, uh, will, uh, give them a call. Do you mind, do you wanna hold or would you like a call back to just let you know a call was made to them and who we spoke with?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If you want me to stay on the line I can I'll just go back to my desk and keep working and then if they get on the line and.
[AGENT][NEUTRAL] OK, that's
[AGENT][POSITIVE] OK, that would be up to you. Just, yeah, just whatever you prefer. I can call you back or you can.
[CUSTOMER][NEUTRAL] I'm sorry, what did you say?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold one moment.
[CUSTOMER][NEGATIVE] Because, uh, and, and then they said maybe they don't have the right thing to fax it to and I read them everything off the back of the card. So like, I, I don't get that. How, how it can be right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not sure. I will, uh, contact them now, uh, if you don't mind holding. I'll.
[CUSTOMER][NEUTRAL] Um, yeah, I will, um, one other thing they said that they had electronically filed with you and they said maybe there's electronically filing to the wrong number.
[AGENT][NEUTRAL] OK. I can verify the payer ID with them also.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][POSITIVE] OK, I would appreciate that very much.
[AGENT][NEUTRAL] OK, hold one moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling the Quest Diagnostics and affiliated joint ventures billing department for English press one, gracias [PII] por favor [PII].
[CUSTOMER][NEUTRAL] Did you know that you can make a payment and update your insurance information on our website at [PII]?
[CUSTOMER][NEUTRAL] If you are a patient, policyholder, or a representative from an insurance company and are calling about a bill, press 1. If you are calling from a doctor's office or if you have your bill number and would like to make payment using a credit, debit, or HSA card, press 1. To make a payment using your bank account information, press 2. If you are calling to obtain pricing for lab tests, press 3.
[CUSTOMER][NEUTRAL] For all billing inquiries, press 4. To return to the main menu, if you have a bill number, press 1. If you don't have a bill number, press 2. Please enter your bill number followed by the pound sign.
[CUSTOMER][NEUTRAL] Your current account balance is $43.36. The balance due represents your co-insurance or deductible and is your financial responsibility. Laboratory charges are separate from your doctor's bill and results from testing ordered by your doctor. If you have questions regarding the processing of your claim, please refer to your explanation of benefits or contact your insurance carrier directly for further information regarding your policy.
[CUSTOMER][NEUTRAL] To make payment or set up a payment plan, press 1. To review another bill, press 2. To request a copy of your bill, press 3. To repeat your account information, press 4. For answers to the most frequently asked questions, press 5. For our fax number or mailing or payment address, press 6.
[CUSTOMER][NEUTRAL] To participate in a brief survey, press 7. To return to the main menu, press 9. To speak to a customer service representative, press 0. To repeat these options, please hold while your call is transferred to our first available representative.
[CUSTOMER][NEUTRAL] We are currently experiencing higher than normal call volume. Your expected wait time may be greater than 10 minutes. If you are calling to make a credit card payment and have your bill number available, please press 1 to be transferred to our secure automated payment line. You can also make payments, update insurance information, or check the status of your bill on our by visiting the website listed on your bill.
[AGENT][NEUTRAL] down.
[CUSTOMER][NEUTRAL] All calls may be monitored or recorded for quality assurance purposes. You may be asked to participate in our survey about your billing experience today. Your participation is greatly appreciated.
[CUSTOMER][POSITIVE] All of our representatives are currently assisting other callers. Thank you for your patience. Your call will be answered in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold, or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold, or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[AGENT][NEGATIVE] This shit is so dumb.
[AGENT][NEUTRAL] Whatever girl.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold, or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold, or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate you will be speaking with a representative in less than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate you will be speaking with a representative in less than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate you will be speaking with a representative in less than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate you will be speaking with a representative in less than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We estimate you will be speaking with a representative in less than 5 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate you will be speaking with a representative in less than 5 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate you will be speaking with a representative in less than 5 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold, or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate you will be speaking with a representative in less than 5 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate you will be speaking with a representative in less than 2 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We estimate you will be speaking with a representative in less than 2 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We estimate you will be speaking.
[CUSTOMER][NEUTRAL] Thank you for calling billing customer service. My name is [PII]. Can I ask who's speaking?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] with American Public Life.
[CUSTOMER][NEUTRAL] Hey, I'm calling about a patient's bill today.
[AGENT][POSITIVE] I am, yes, if we can get some assistance.
[CUSTOMER][NEUTRAL] Yeah, I think it's popping up in front of me. Can you just verify patient's name, date of birth and address?
[AGENT][NEUTRAL] OK. Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And the mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you. And what's the phone number you have for this person?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Uh, let's see, her number is [PII].
[CUSTOMER][POSITIVE] Thank you. And I'm looking at this bill right now. How can I help you with that?
[AGENT][NEUTRAL] So she says that she's having a hard time uh with you guys filing the claim, um.
[AGENT][NEGATIVE] To us as secondary to pick up on this coinsurance amount of 4336. Um, she said she's been told that it's been faxed, mailed, uh, and sent electronically and we have not received anything. Um, I did want to um maybe verify the information or, um, I'm not sure why, you know, you, you guys have sent it, I guess, several times and we're not receiving it.
[CUSTOMER][NEUTRAL] Yeah, I could take a look at it. Um, let's just verify everything really quick. Secondary insurance I have on file is American Public Life. Is that accurate?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] The um physical address I have is [PII]. Is that accurate?
[AGENT][POSITIVE] Yes, that is accurate, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The member's ID I have is 1336692 M like [PII] like [PII], 8, is that accurate?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK. Group ID I have is 18294. Is that accurate?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Um, is the patient the primary guarantor of this insurance information?
[AGENT][NEUTRAL] She is, yes.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Um, and then the fax number that the patient gave us is [PII]. Is that accurate?
[AGENT][POSITIVE] That is correct, yes, sir.
[CUSTOMER][NEUTRAL] OK, I can see that we've actually never faxed it over, we have it listed, but it's never been faxed. We've sent it electronically and physically, but we haven't faxed it. I could, I could have it faxed.
[AGENT][NEUTRAL] And what is that payer ID? Yeah, if you could please have it faxed along with the primary explanation of benefits.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The payer ID that we've been using, give me one quick second, it's loading just for my own curiosity. I wanna know too, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Huh, there's none listed.
[AGENT][NEUTRAL] OK. So she said she was told that it's not, yeah, she says she's told that they're sending it electronically also. Uh, if you can just note the payer ID.
[CUSTOMER][NEUTRAL] That explains why you're not getting it electronically.
[AGENT][NEUTRAL] Is 60801.
[CUSTOMER][NEUTRAL] Thank you, let me go ahead and have this faxed over with that fax number. Is there an attention to I should put as well?
[AGENT][NEUTRAL] Attention to our claims department.
[CUSTOMER][NEUTRAL] OK, just claim department.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, let me do that right now. Can I put you on a quick hold?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'll be right back.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Thank you for holding. I was able to have that sent out through fax, so tell the patient to disregard the bill.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I will let her know. Thank you so much for your help. Is there a reference number or anything I can put here in my notes?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You know our systems don't generate reference numbers, but you could definitely use my name [PII], and today's date [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, OK. And yours. Thank you so much for that, and I will let the patient know and uh you have a good day. Thank you.
[CUSTOMER][POSITIVE] You too take care bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you for participating in this brief 3 question survey. Rate your satisfaction with the agent who helped you today.