AccountId: 011433970860
ContactId: 410cceac-f3b1-4bfb-b9d0-f9a8ef0263c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286149 ms
Total Talk Time (AGENT): 151445 ms
Total Talk Time (CUSTOMER): 99113 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/410cceac-f3b1-4bfb-b9d0-f9a8ef0263c6_20250609T19:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lines. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Got a question for you. Y'all have, I assumingly from what I've been told, turned down a couple of claims coming to y'all.
[CUSTOMER][NEUTRAL] And I'd like to see why.
[AGENT][NEUTRAL] OK. Uh, could I get your name and a callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and could I get your policy number with us?
[CUSTOMER][NEUTRAL] Uh, policy number is 02494243.
[CUSTOMER][NEUTRAL] That's a lot of force.
[AGENT][NEUTRAL] OK, could I get that one more time, please?
[CUSTOMER][NEUTRAL] 02494243
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, if you could verify your date of birth please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying your account and uh you said you had a question regarding claims.
[CUSTOMER][NEUTRAL] Yeah, blood work.
[AGENT][NEUTRAL] Blood work OK and you're trying to see if we received the specific claim?
[CUSTOMER][NEGATIVE] Well, no, they, they told me that they're fixing to put it to collections because it's 2 times y'all didn't pay it.
[AGENT][NEUTRAL] What is the data service of the uh blood work?
[CUSTOMER][NEUTRAL] Uh, one was 3 of this year and one was just last week.
[AGENT][NEUTRAL] OK, uh, uh.
[CUSTOMER][NEUTRAL] Or or somewhere in that area I don't sure my last two I just took another one last week and they said told me to call y'all because.
[CUSTOMER][NEGATIVE] Something ain't working.
[AGENT][NEUTRAL] OK, and both, so both are for [PII]. I do not show any claims received for you in the year of [PII], so I don't show we've received their claims. Um, I would verify their, the address that they're using and also let them know they can fax those claims over for fast processing.
[CUSTOMER][NEUTRAL] OK, and when was the last time you paid a claim on this?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let's see the last claim received.
[AGENT][NEUTRAL] Uh, we pay back in [PII].
[AGENT][NEUTRAL] Uh, it's for data service [PII], which is our, uh, we received from Quest Diagnostics.
[CUSTOMER][NEUTRAL] So it's from June and you paid it in December?
[AGENT][NEUTRAL] Uh, yes, we did not receive it till December.
[CUSTOMER][NEUTRAL] OK dokey. That's the only one you have? How much is that for?
[AGENT][NEUTRAL] Uh, no, I have other ones. I have other ones. That was the most recent. Then we have
[CUSTOMER][NEUTRAL] OK, because I think there's one before that one after that.
[AGENT][NEUTRAL] OK. So for blood work, we don't have any, anything else from a, um, from a lab. Uh, the other one, the other two received, no, sir. Only the [PII], uh, I'm sorry, the [PII] 1.
[CUSTOMER][NEUTRAL] Because they got me, they
[CUSTOMER][NEUTRAL] You don't have anything from the lab.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because there's one of the 13 or an $18.01 and there's a $100.01 or something like that from lab work.
[AGENT][NEUTRAL] OK, OK, yes, sir, we have not, uh, received those charges for [PII]. Um, I can provide you with the fax number. It is also on your card, uh, but you can give that to them and they can quickly get those, uh, charges submitted to us through fax.
[CUSTOMER][NEUTRAL] So you're saying a fax number is OK.
[AGENT][NEUTRAL] Uh, you see that there?
[CUSTOMER][NEUTRAL] I get that that's the uh.
[AGENT][NEUTRAL] 87
[CUSTOMER][NEUTRAL] 877-365
[AGENT][POSITIVE] Yes, sir. That is the correct one.
[CUSTOMER][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, cause they're telling me it's y'all's fault and.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, we, yeah, is it for Quest? Is it for the same provider, Quest Diagnostics? OK, so they have sent claims for processing, but you can let them know those two for [PII] we have not received, um, um, and they can, I would just verify that they.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, it should be 3 now because I just went the other day.
[AGENT][NEUTRAL] Oh OK. I will make sure they're sending it to the correct address and then like I said, also let them know they can fax those claims over.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] OK.