AccountId: 011433970860
ContactId: 42551598-a0c1-41ea-8ac9-cc27444d9adc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335679 ms
Total Talk Time (AGENT): 172458 ms
Total Talk Time (CUSTOMER): 179571 ms
Interruptions: 7
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/42551598-a0c1-41ea-8ac9-cc27444d9adc_20250516T13:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][POSITIVE] Good morning how are you?
[AGENT][POSITIVE] I'm great. How about you today?
[CUSTOMER][POSITIVE] Pretty good, pretty good, let's say it's Friday, yay.
[AGENT][POSITIVE] Good. That, that's right. What can go wrong on a Friday?
[CUSTOMER][NEUTRAL] Yep, yep, yep, just.
[AGENT][POSITIVE] How can I help you today?
[CUSTOMER][NEUTRAL] I'm calling because I have some questions um I've been getting um every time I go do blood work with Quest, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I end up paying there like $45.54 dollars, like, you know, little, it's it's not a it's not much, but I thought I, I give them my APL, you know, they have all the information and they say that that it's that they don't that I have to call you guys for you guys to pay like, you know, to pay me or whatever, but I don't understand how, what is the process that I need to do because, you know, I go every 3 months and every 3 months I have a bill.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. OK, go ahead and give me your name and your policy number. Let me get you pulled up.
[CUSTOMER][POSITIVE] Yes, um awesome. OK, it's [PII]
[CUSTOMER][NEUTRAL] And the policy number is 02595438.
[AGENT][POSITIVE] Alright [PII], thank you for all that information. Now go ahead and give me a good return telephone call number please, ma'am, just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, that's [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that information. Now go ahead and verify your date of birth and address for me.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, that is, um, my date of birth is [PII] and my address is, you said address, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's [PII]. Hold on, give me a second. Hold on, they're calling me from the office. Hold on a second, please.
[AGENT][NEUTRAL] Uh, it's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Listen, um, [PII] wanted to know if you're gonna take, um, Lucas?
[CUSTOMER][NEUTRAL] OK, alright, let me call you because I, I, yeah, I have APL on the on the line and I need to resolve something that I'll call you. Yeah, I'm sorry.
[AGENT][NEUTRAL] That's OK, no problem. OK, so your question is about your lab. OK, is Quest Diagnostic not sending APL your bills because normally they, they will.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Well, they said, they said that they do.
[AGENT][NEUTRAL] OK, let me go to your history.
[CUSTOMER][NEUTRAL] So, I don't understand, they're like, yeah, they're like, we, we do send it to them.
[AGENT][NEUTRAL] Yeah, let me just do some checking.
[AGENT][NEUTRAL] OK, well, I don't have any claims on you ever.
[AGENT][NEUTRAL] Since you've been covered here at 21, I don't have any claims in on you.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Curious. So nobody is sending claims in on you. Quest or anybody else. So what I would advise you to do is, yeah, call Quest up and you know, make sure, you know, make sure they're sending it to your primary insurance company first, of course, because we're just a supplemental plan.
[CUSTOMER][NEUTRAL] This ques.
[AGENT][NEUTRAL] So what they need to do right with your supplemental. So once your primary processes your claim, then Quest will send us a copy of the bill along with that EOB so we can coordinate any benefit.
[CUSTOMER][NEUTRAL] The supplemental, right?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] But we can't do anything without your primary EOB period. But yeah, I would call Quest up and make sure they know that your primary goes first and give them your APL policy number you just gave me and make sure they know to send that claim here because we get claims all day long from Quest, so they will bill it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's, look, right now I have $54 there's one here, there's one here that says um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, $1,551.
[CUSTOMER][NEUTRAL] Patience's responsibility. I don't understand, like, it's crazy.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, they, yeah, they're not, it sounds like they're not even sending it to your primary, so yeah, I would definitely reach out to Quest and make sure they're sending your claims in your primary insurance company and then make sure you explain to Quest, yeah, because, uh, they have part of APL like I say we get claimed all day long, yeah, make sure that they, you know, once they get their ELB back from the primary and their payment, then they need to forward that on to APL, which our address should be on your ID card.
[CUSTOMER][NEUTRAL] And OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] It is, and they scan it every time I go, they, the girl scans it, and then she tells me, I can't, um, I cannot do, I cannot, I cannot do your blood work if you don't pay the, the thing. So obviously I, I go ahead and pay it because I, I'm diabetic and I, you know, I, I get checked every 3 months.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well, yes, yes, ma'am, yes ma'am. But any, I mean, once we pay it and your primary pays it, any overpayment, they're gonna send it back to you anyway. It just has to go through that process, yeah.
[CUSTOMER][NEUTRAL] So, you know.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, so let me call so I called Quest and tell him and and say to send it to. OK, thank you very much for your help you have a good weekend.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah. Well, well, yes, ma'am. You as well. Is that all I can help you with today, [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] That would be it. That would be it. Thanks a lot. You have a great day. Mm, alrighty, alrighty, bye bye.
[AGENT][POSITIVE] OK. Well, yes, ma'am. You as well, [PII]. Thanks for calling APL. Bye-bye.