AccountId: 011433970860
ContactId: 596ebc22-5796-401d-8db4-bd069ab10077
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 521820 ms
Total Talk Time (AGENT): 197507 ms
Total Talk Time (CUSTOMER): 183872 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/596ebc22-5796-401d-8db4-bd069ab10077_20250618T13:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] um.
[CUSTOMER][NEUTRAL] I want
[CUSTOMER][NEUTRAL] I had the um APL gap card in February. I went to um get some pre-surgical blood work done at Quest.
[CUSTOMER][NEUTRAL] And they're sending me a bill for $21.93 and I know we had um.
[CUSTOMER][NEUTRAL] That covered on our APL gap card um.
[CUSTOMER][NEUTRAL] So if it, if you can look it up and see that it is covered, then I need the the reimbursement form.
[CUSTOMER][NEUTRAL] Do you need my um
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see, I am at work [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And do you have?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And do you have your policy number?
[CUSTOMER][NEUTRAL] It's 1241.
[CUSTOMER][NEUTRAL] 931.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] And can I verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have an email address you would like to give us?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, um
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. And that was [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'll get that added for you. Thank you, miss.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're wanting to know if Quest Diagnostic was covered?
[AGENT][NEUTRAL] For your blood work?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I can.
[CUSTOMER][NEUTRAL] I'm pretty sure it is and then.
[AGENT][NEUTRAL] OK, I can
[CUSTOMER][NEGATIVE] I don't know why they didn't use the card that I gave them.
[AGENT][NEUTRAL] OK, I can help you with that. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what date of service was it for?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I called them recently to tell him to put through the gap card and.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I thought they were gonna do that but then I got the bill from Quest, so.
[CUSTOMER][NEUTRAL] I don't know if they sent it to you or not.
[AGENT][NEUTRAL] OK, I can look that up for you. Hold on one moment.
[AGENT][NEUTRAL] I do not see they have sent it. Let me look and see if it's covered under your policy. Just a moment.
[CUSTOMER][NEUTRAL] Of course not.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] Yes, ma'am. It is covered. We need, um, itemized bill.
[AGENT][NEUTRAL] That has the procedure codes.
[AGENT][NEUTRAL] Diagnosis codes and charges on it.
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And we were
[CUSTOMER][NEUTRAL] So that would not be the quest bill.
[AGENT][NEUTRAL] Yeah, that would be.
[CUSTOMER][NEUTRAL] With the CPT code on it?
[AGENT][NEUTRAL] Yeah, it has to have the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] CPT code, diagnosis code, and the charges.
[AGENT][NEUTRAL] And then we would need.
[CUSTOMER][NEUTRAL] OK, so there's no diagnosis cone.
[AGENT][NEUTRAL] Yeah, you would have to get them to send you something that has the diagnosis code on it.
[CUSTOMER][NEUTRAL] So from the physician's office.
[AGENT][NEUTRAL] Yes, ma'am. And we would also need your explanation of benefits from your primary insurance.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] That was Florida Blue at the time.
[CUSTOMER][NEUTRAL] I'm in a whole another job now um.
[AGENT][NEUTRAL] Yeah, you would have to get something from [PII] Blue that shows what was applied to your deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] Yeah, it would just be a copay for for the blue piland.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's 14256.
[CUSTOMER][NEUTRAL] And they wouldn't have that on file?
[CUSTOMER][NEUTRAL] For me using it like a lot for like surgery that I had.
[CUSTOMER][NEUTRAL] Yeah I'd have to get all of that again.
[AGENT][NEUTRAL] Yeah, for that particular bill because we don't have that bill.
[AGENT][NEUTRAL] Now, as far as the diagnosis code for 226, we have a diagnosis on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we need the CPT code.
[CUSTOMER][NEUTRAL] Yeah, because it's like a pre-surgical blood work.
[AGENT][NEUTRAL] CPT codes and the charges for that bill.
[CUSTOMER][NEUTRAL] Yeah, that's on the bill.
[CUSTOMER][NEUTRAL] That's on the bill, OK.
[AGENT][NEUTRAL] And then your explanation of benefits.
[CUSTOMER][NEUTRAL] So I don't need to contact the doctor.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Just the explanation of benefits.
[AGENT][NEUTRAL] Because we have the facility bill that has the diagnosis code for 226.
[AGENT][NEUTRAL] We would just need the bill.
[CUSTOMER][NEUTRAL] OK, so you don't mean this, you don't need the summary benefit. You need the explanation of benefits from my personal one from Florida Blue, got it, OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, the, the one that shows what was applied to your co-pay for this bill.
[CUSTOMER][POSITIVE] Got it OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the date of service [PII] and then you can email me the form that I need or.
[AGENT][NEUTRAL] You do not need a form, we just need.
[CUSTOMER][NEUTRAL] Um, because I tried to go online and.
[AGENT][NEUTRAL] We just need that bill that has the CPT code and the charges on it.
[CUSTOMER][NEGATIVE] I couldn't do it online.
[CUSTOMER][NEUTRAL] And what I just fax it in to you?
[AGENT][NEUTRAL] You can fax it, mail it, or, um, upload it on our online service center.
[AGENT][NEUTRAL] But since you're, um.
[CUSTOMER][NEUTRAL] Because I don't have it it's changed now.
[AGENT][NEUTRAL] Yeah, I'm sorry. Since it's lapsed, and you may not be able to pull it up online. So yes, ma'am, you can fax it.
[CUSTOMER][NEUTRAL] Online.
[CUSTOMER][NEUTRAL] No, I tried.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] What's the fax?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] [PII] 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't need to fax in any kind of form just.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] The information? OK.
[CUSTOMER][NEUTRAL] Alright, so I need to get.
[AGENT][NEUTRAL] And this is the policy number that you can write on there. That one you gave me was an older one. let me give you this newer one. It's 02.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 514338
[AGENT][NEUTRAL] And just write that policy number on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great thank you so much [PII].
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] I think that is it for now, thanks so much.
[AGENT][POSITIVE] Thank you, Ms. [PII], for calling APL. You have a good day. If you have any more questions, just give us a call back.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye-bye.