AccountId: 011433970860
ContactId: 75b776ce-d3e5-4c12-b1cd-9a6539297f1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305609 ms
Total Talk Time (AGENT): 149323 ms
Total Talk Time (CUSTOMER): 144192 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/75b776ce-d3e5-4c12-b1cd-9a6539297f1b_20250219T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just calling to check on a claim that um Quest was supposed to send over to you.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I'm following up.
[AGENT][NEUTRAL] Uh, checking on a claim for, uh, what was it that you said? I'm sorry.
[CUSTOMER][NEUTRAL] I'm a I'm a member and I was checking on a claim that was supposed to come to you from Quest.
[AGENT][NEUTRAL] Sure, OK, yeah, I'll see if we've received that claim. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yup. Uh 01.
[CUSTOMER][NEUTRAL] 336-692 ML
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright thank you and then uh just gonna verify some information real quick, [PII], can I get your date of birth please?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, happy late birthday and then can I get your mailing address?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] The [PII] family.
[AGENT][NEUTRAL] That's it. OK, thank you so much for verifying that. Give me just a moment. Um, do you happen to know what that date of service was?
[CUSTOMER][NEUTRAL] No, I've called Quest twice.
[CUSTOMER][NEUTRAL] Um, I don't, it's from November.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Let me see if I have it in my bag. It's from November. I've called them twice to get it to you, and both times they've said they've sent it and I can give you the date of service right now, um.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, well, we've had.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It looks like um actually [PII].
[AGENT][NEUTRAL] Oh, [PII], OK.
[CUSTOMER][NEUTRAL] Of [PII]. Yeah.
[AGENT][NEUTRAL] [PII]. OK, give me just a moment. I was gonna say we've only received the
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So I've called twice for them to send it.
[AGENT][NEUTRAL] Couple of claims since um after November so let's take a look, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I don't have any claims on file for that date of service.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Request? Yeah, I've called them twice about this. I've called them on [PII] and [PII].
[AGENT][NEUTRAL] Well, for any for that date of service.
[AGENT][NEUTRAL] Oh my goodness. Well, if they
[CUSTOMER][NEUTRAL] To get to.
[AGENT][NEUTRAL] If they are, I don't know I mean it's every provider is different unfortunately um but you could, you know, give them a call one more time if you want to let them know we have not received it if you don't feel like you're getting anywhere with them you can still file that claim yourself.
[CUSTOMER][NEUTRAL] Um, I prefer not to do that, but how would I do that? Because then I have.
[AGENT][POSITIVE] I completely understand.
[AGENT][NEUTRAL] I completely understand. I wouldn't want to either um it is a bit more complicated and they would still have to give you that information of course um so with this, let's see, did you ever create an account on our uh online portal, [PII]?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] No, no, I have not.
[AGENT][NEGATIVE] You didn't OK.
[AGENT][NEUTRAL] OK, let's take a look here.
[CUSTOMER][NEUTRAL] Or do I really wish to.
[AGENT][NEUTRAL] Well, since the policy is no.
[CUSTOMER][NEGATIVE] And I was told I can't fax them to you. I was told you're not allowed to fax them.
[AGENT][POSITIVE] You absolutely can.
[AGENT][POSITIVE] No, no, you absolutely can.
[CUSTOMER][NEUTRAL] They told me
[CUSTOMER][NEUTRAL] And then who do you pay? Do you pay them or do you pay me?
[AGENT][NEUTRAL] So it's depends on who uh gets the claim to us so if you were to file that claim we would send that money to you.
[CUSTOMER][NEGATIVE] See now they told me that you can't do that, that you're not allowed to, oh, can't email.
[AGENT][NEUTRAL] Did, uh, I'm sorry, a quest was someone telling you this?
[CUSTOMER][NEUTRAL] No, you guys, you can't email them to you, can you?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] No, no email, um, but I do have a fax number and a mailing address.
[CUSTOMER][NEUTRAL] And the mailing address is the same one that's on the back of the um card correct what you already have.
[AGENT][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And then our mailing address
[CUSTOMER][NEUTRAL] [PII] what was it?
[AGENT][NEUTRAL] Um, it's a fax number is [PII].
[CUSTOMER][NEUTRAL] [PII] what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I don't know if you're moving away from your phone or moving around, so you keep going in and out. [PII]?
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is the fax, OK, and then the address is the one that's on the back of the APL card, correct?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, in [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, and you guys have nothing from them.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][MIXED] All righty. I'm so tired of them. OK. I appreciate you.
[AGENT][POSITIVE] I understand. I'm so sorry. Yeah, did you have any other questions for me?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, just that. Thank you so much you have a wonderful day.
[AGENT][POSITIVE] All right. Yes, ma'am. You too. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.