AccountId: 011433970860
ContactId: 52fb5e70-0509-4080-8ac2-e1fc56280661
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 534929 ms
Total Talk Time (AGENT): 70910 ms
Total Talk Time (CUSTOMER): 296453 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/52fb5e70-0509-4080-8ac2-e1fc56280661_20250528T16:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was just on the phone with [PII] regarding our um insurance for with Quest with Quest Labs, and, um, but she had to get off, uh, because it was taking too long, but now I have Quest on the phone to regarding our bills that they're sending to you guys, but you guys are not receiving them.
[AGENT][NEUTRAL] OK, I'd be happy to assist. First I'll need to verify your account information. Can I have your policy number please?
[CUSTOMER][NEUTRAL] 02462869
[AGENT][NEUTRAL] Alright, and if you could verify your date of birth and email address.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] [PII] and that's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and what's the date of service for the claim that we don't have?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I have several. There's several.
[CUSTOMER][NEUTRAL] I have um what is your name again from Quest?
[CUSTOMER][NEUTRAL] [PII] from Quest. Um, let me see, these are my husband's. I have one of mine. It's from [PII].
[AGENT][NEUTRAL] Yeah, we don't have that on on file. What um address are you using to mail the claims?
[CUSTOMER][NEUTRAL] So the address that we have is the [PII] on one second, I'm sorry.
[CUSTOMER][NEUTRAL] Let's back up. [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] So, do you all accept paper claims or electronic claims?
[AGENT][NEUTRAL] Both we have a payer ID fax number, mailing address. Would do you wanna try faxing it?
[CUSTOMER][NEUTRAL] I'm sure we can.
[CUSTOMER][NEUTRAL] Let me, uh, hold on one second. Yeah.
[CUSTOMER][NEGATIVE] Oh, come on.
[CUSTOMER][NEUTRAL] Update the people.
[CUSTOMER][NEUTRAL] second here
[CUSTOMER][NEUTRAL] And what's the fax number?
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] And you want attention?
[AGENT][NEUTRAL] Just the claims department.
[CUSTOMER][NEUTRAL] OK, so she has quite a few bills out here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And my husband too.
[CUSTOMER][NEUTRAL] We, we, we can pull it up too, um.
[CUSTOMER][NEUTRAL] And put if he hasn't been, if they haven't received any for him, we can go ahead and do the same thing. So is it OK to fax because I have 4 for her in total. Um, 3 of them are from [PII] and then 1 is from [PII]. So we'll get all of those uh faxed over. Mm.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I place these bills on a hold.
[CUSTOMER][NEUTRAL] Why we get these sent over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And and do you have a bill number for your husband? Uh, for my husband, yeah, 787668040493.
[CUSTOMER][NEUTRAL] And his name and date of birth? [PII] [PII].
[CUSTOMER][NEUTRAL] Alright, and it's his phone number [PII]. Correct.
[CUSTOMER][NEUTRAL] Same address so yes ma'am. So I have 2 bills for him.
[CUSTOMER][NEUTRAL] Well there's only 2. I have 8222. I have 321.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, 3:21.
[CUSTOMER][NEUTRAL] Yeah, 8:22.
[CUSTOMER][NEUTRAL] He doesn't have one in November because he did get blood I think in November or beginning of January.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I don't know, I don't have another bill I heard. OK.
[CUSTOMER][NEUTRAL] OK, so I'll go ahead and get all of those bills transferred over um.
[CUSTOMER][NEUTRAL] Well, I'll get all of those bills updated so we can get those faxed over to the secondary insurance. Um, I'm not exactly sure why you are are receiving them.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] But hopefully we can try to get those faxed over to you.
[AGENT][NEUTRAL] We're getting other claims from other people.
[CUSTOMER][NEUTRAL] Yeah, well, that, that was my that was my, my um, my concern because APL if they get a claim and it's not covered like my my son's dermatologist because we provided both, you know, United and APL they send claims to both. I always get APL say, hey, this is not covered part or.
[CUSTOMER][NEGATIVE] You know, even from my CPA with my supplies, they'll tell me what's covered, what's not covered, and I kind of odd if Quest is not getting covered, I should say not covered or covered, and I was getting nothing from APL regarding Quest.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, I'm not exactly sure what's going on, but we have all of the right information. It's being sent out electronically, um, but hopefully we can try to get this fax sent over.
[AGENT][NEUTRAL] What's the payer ID that you were using? What's the payer ID they were using? Because that might be the problem.
[CUSTOMER][NEUTRAL] Um, hold on.
[CUSTOMER][NEUTRAL] Give me
[CUSTOMER][NEUTRAL] One second, let me see let me see it.
[CUSTOMER][NEGATIVE] Oh, come on.
[CUSTOMER][NEGATIVE] It doesn't even show me the payer ID.
[CUSTOMER][NEGATIVE] No, it doesn't even show me the payer ID on her.
[AGENT][NEUTRAL] Yeah, so I guess if they were sending it they weren't.
[CUSTOMER][NEUTRAL] Why?
[AGENT][NEUTRAL] There was no payer ID?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Well, no, it doesn't show me. I'm not saying that is not on the claim. It just doesn't show me which I mm.
[AGENT][NEUTRAL] Oh, it don't show you. Oh, OK.
[CUSTOMER][NEUTRAL] OK, so I'll try to get these faxed over.
[CUSTOMER][NEUTRAL] And the bills will be on hold.
[CUSTOMER][NEUTRAL] Until we get a response back. OK. Is the payer ID your tax ID number?
[AGENT][NEUTRAL] No, the payer ID is the.
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] The number that they they would um submit an electronic claim to us. That's our identifying number.
[CUSTOMER][NEUTRAL] Ah, OK. No.
[CUSTOMER][NEUTRAL] Yeah, here in the bill I have a tax ID that's why I was asking.
[CUSTOMER][NEUTRAL] If that's what no ma'am.
[CUSTOMER][NEUTRAL] Yeah, I have a CPT code and the tax ID.
[CUSTOMER][NEUTRAL] OK, so all of those will be updated to be faxed over. Please just allow some time for that to be done, um.
[CUSTOMER][NEUTRAL] And they put a note on here so that they can, our claims department can go ahead and get everything worked out and submit it correctly.
[CUSTOMER][NEUTRAL] And just allow the 30 to 45 days for processing. OK.
[CUSTOMER][POSITIVE] OK, was there anything else I can do for you today? No, that's it. Thank you ladies.
[AGENT][POSITIVE] Alright thank you you have a good day.
[CUSTOMER][POSITIVE] No problem you have a wonderful day. You too bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.