AccountId: 011433970860
ContactId: 5a0f29d9-b5fd-45b6-9850-f299e04d399a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 518200 ms
Total Talk Time (AGENT): 179196 ms
Total Talk Time (CUSTOMER): 237328 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/5a0f29d9-b5fd-45b6-9850-f299e04d399a_20250428T20:55_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm getting a nasty notice from Quest and um
[CUSTOMER][NEGATIVE] I don't believe you guys have paid my last quest bill.
[CUSTOMER][NEUTRAL] So I need help with this.
[AGENT][NEUTRAL] OK, yes, we can certainly look that up. Um, [PII], what's your policy number, please?
[CUSTOMER][NEUTRAL] It would be 0133.
[CUSTOMER][NEUTRAL] 669-2 ML 7
[AGENT][NEUTRAL] Thank you. And if I could just verify your name, uh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Date of birth and the phone number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you very much.
[CUSTOMER][NEUTRAL] And this probably was I.
[AGENT][NEUTRAL] And what is
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Oh no, I, I was just gonna ask you what the data service was.
[CUSTOMER][NEUTRAL] Um, I'm thinking January, either December or January.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm looking through the stuff.
[CUSTOMER][NEGATIVE] I thought all of this had been resolved and now I'm getting a nasty email that they're gonna do something on my credit like are you kidding?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What we have here.
[CUSTOMER][NEUTRAL] And I'm looking for my ACL folder. Let's see.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Actually, you know what, I can get the calendar out of my purse and I'll tell you in a second. I'm, I, I can't stand Quest. I cannot stand them.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] So it doesn't look like they've ever submitted their claim to us. Now, now, normally what we, let's, let me just check here. Under normal circumstances, um, if we were to receive the claim, uh, and, and it doesn't look like we have yet, I'm still checking, um.
[AGENT][NEUTRAL] What we would do.
[AGENT][NEUTRAL] I pick up the.
[AGENT][NEUTRAL] Deductible, co-payment or co-insurance.
[AGENT][NEUTRAL] Um, up to, uh, a certain amount. It looks like it would have been $6000 but, um, I'm just checking here because I don't see that that we've even gotten the.
[AGENT][NEUTRAL] The uh
[AGENT][NEUTRAL] The claim from them. I'm just saying, I'm just going through all of this take me just a second here.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] So it was last year that we're looking at January or [PII] of last year.
[CUSTOMER][NEUTRAL] Of um, [PII] maybe.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mmm.
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To the term I see those people.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] I'm trying to figure this out.
[CUSTOMER][NEGATIVE] Oh, this is so annoying.
[CUSTOMER][NEUTRAL] And of course, because I've got you because I.
[AGENT][NEUTRAL] Now if
[AGENT][NEUTRAL] Uh-huh. No, I, I was just going to, to, um, to say, uh, if, um,
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] If they haven't submitted it to us and it doesn't look like they have.
[AGENT][NEUTRAL] Um, could they supply you with a, uh, with a bill or, or you have a bill there with you, if you have the explanation of benefits from, uh, your major medical for this, maybe you could submit the, the claim yourself because I'm, I'm not showing that they've ever sent it in. Uh, if they, if they're saying that they did, then I, I don't know what to tell you. I'm just not seeing um that uh.
[AGENT][NEUTRAL] They ever send in the bill.
[CUSTOMER][NEUTRAL] I can remember this from a couple of months ago. I can remember this from a couple of months ago and I called them twice about sending the bill to y'all and then I let it go.
[CUSTOMER][NEGATIVE] And didn't go back to it if you will. I had too much going on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEGATIVE] Oh, that's so annoying.
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hm, of course, of course, only because I got you on the phone, which usually doesn't happen, cause when I call during the day, I can never get anybody and I'll be on hold 45 minutes trying to get through. Only because I called from home, was I able to get through. Let's see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Nope, I don't see it. All right. What time, what time are you guys there till?
[AGENT][NEUTRAL] Until [PII] Eastern Standard Time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So [PII], OK.
[CUSTOMER][POSITIVE] Um, actually, maybe I'm getting somewhere now, sorry.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sorry, so
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] I'm looking, I'm looking.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I was at the doctor in January, so the appointment might have been in December or January, so you don't see anything listed for them.
[AGENT][NEUTRAL] No, it doesn't look like they've ever submitted it to us. Now, you could submit it yourself, um.
[AGENT][NEUTRAL] But uh
[AGENT][NEUTRAL] Yeah, that's, it's just that we're not, we're not saying that it's, that's ever that they ever submitted it to us.
[CUSTOMER][NEUTRAL] And it's the [PII] number it has to go to?
[AGENT][NEUTRAL] Yes, our address is [PII].
[AGENT][NEUTRAL] [PII] and that's in [PII] City?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] That's us, yes, and if you, if you would uh like to submit that to us, we would certainly, uh, you know, be glad to process that, um.
[AGENT][NEUTRAL] It's just that that's what we would end up having to do on this because it, it, it doesn't look like they're going to submit it and uh if they're not going to then um you know, that's, there's really not, I mean, we just have to assume that they're not going to, uh, which is unfortunate but um if they don't, then you can submit the claim yourself.
[CUSTOMER][NEUTRAL] OK, and then I would just mail it there and you guys would mail me a check?
[AGENT][NEUTRAL] Yes, so what we're looking for is, is the bill from Quest and then your explanation of benefits and then we just need to know what the, the, uh, what the um uh uh tests were for.
[CUSTOMER][NEGATIVE] And that's where we all seem to run into the problem is, is for diabetes and my cholesterol, but we always seem to run into a problem with that with them.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Well, you have no idea how big my quest file is. All right, I need to get on this, so I have a little while to keep looking and um.
[CUSTOMER][NEUTRAL] Oh shoot, I don't know what I did with that. I had way too much going on. OK. I like this is me, this is on me, and because I should have known that they were just gonna do the same thing as they always do and not take care of anything.
[CUSTOMER][NEUTRAL] To see what they've been doing for years.
[CUSTOMER][NEUTRAL] All right, so if I find it when I find it, um.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I will have to, you know what?
[CUSTOMER][NEUTRAL] No, I think that's it.
[CUSTOMER][NEGATIVE] So, but the bottom line is that they never sent it to you is what the bottom line is.
[AGENT][NEGATIVE] No, no, no, they, they have not.
[CUSTOMER][NEUTRAL] They stink. OK. All right, I'm gonna have to jump on this then. I appreciate you and I'm, I'm sorry. I don't mean to be such a pain.
[AGENT][POSITIVE] Oh no, no, that's kind of right. That's what we're here for. So when, once you get those documents if you.
[CUSTOMER][NEUTRAL] OK, so family members die and
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's just been, it's just.
[CUSTOMER][NEGATIVE] And you count on them to do what they're supposed to do and they just don't, you know.
[CUSTOMER][POSITIVE] You just don't. OK, I appreciate you very much. You have a wonderful evening. Thank you. Thank you for your help.
[AGENT][POSITIVE] OK, well, thank you for contacting APL. Have a good day.