AccountId: 011433970860
ContactId: 853b00f7-99cd-4678-8de1-4d7f6a844fb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334760 ms
Total Talk Time (AGENT): 129267 ms
Total Talk Time (CUSTOMER): 126433 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/853b00f7-99cd-4678-8de1-4d7f6a844fb5_20250521T21:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi [PII], thank you for answering my call. I have a question um about um lab services if I can have coverage for those for the co-payments.
[CUSTOMER][NEUTRAL] Can I give you my policy number?
[AGENT][NEUTRAL] Yes, may I have that please?
[CUSTOMER][NEUTRAL] 023
[CUSTOMER][NEUTRAL] 639-08
[AGENT][NEUTRAL] And may I have your name and date of birth?
[CUSTOMER][NEUTRAL] You see [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I do need to verify the mailing address that is listed on file and then the email address.
[CUSTOMER][NEUTRAL] [PII] no, I don't want to provide my email. I'm sorry, I have too much stuff in my email.
[AGENT][NEUTRAL] I'm sorry, could you repeat that?
[CUSTOMER][NEUTRAL] Yeah, that, that's all.
[AGENT][NEUTRAL] OK, I have to verify the email that is on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. We don't have that one. You're saying it's [PII] too?
[CUSTOMER][NEUTRAL] Yeah, because I never put my email in the system, I believe.
[AGENT][NEUTRAL] Yes, we have an email on file.
[CUSTOMER][NEUTRAL] OK. So it should be this one, [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You don't have that?
[AGENT][NEUTRAL] [PII] what? What's the?
[AGENT][NEUTRAL] Is it [PII]? Is it [PII]? Is it [PII]?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and you were calling in regards to see if lab is listed on your policy?
[CUSTOMER][NEUTRAL] If the co-payments for the lab work I have coverage.
[AGENT][NEUTRAL] OK, I can assist you with that. So with this policy, verification of coverage does not guarantee the payment of the claim. It does show that you have the lab benefit rider on this policy, which will cover up to $3000 per calendar year.
[CUSTOMER][NEUTRAL] That included of the co-payments?
[AGENT][NEUTRAL] If it's for lab, yes.
[CUSTOMER][NEUTRAL] Um, because I guess Quest doesn't have my information. They haven't sent have been sending the claim to APL. They're sending to me, so let me call them and update the APR information so they can, uh, put the claim to APL.
[AGENT][NEUTRAL] OK. And if you, if they don't submit it over, you do have the option to submit the information over with the diagnosis code EOB and then if we receive all information, the payment will go to you.
[CUSTOMER][NEUTRAL] What is the code?
[AGENT][NEUTRAL] We will need the diagnosis code from the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that would apply diagnosis code. Let me ask you this because um I just noticed this now and I have been making payments to Quest.
[CUSTOMER][NEUTRAL] Uh, would be possible for me to claim the payments done.
[CUSTOMER][NEUTRAL] Prior?
[AGENT][NEUTRAL] So for each, for each date of service, whichever doctor submitted, requested for you to go to lab or to go to quest, you would have to contact that provider and you would have to ask them for that diagnosis code for that date of service. So each date of service is going to have to indicate a diagnosis code.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And then you will have to submit in that EOB from your primary insurance for the states of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] But it, it could, I could get credit for past uh payments.
[AGENT][NEUTRAL] As long as the policy was active at the time and you do submit in that documentation once we receive it, if everything is received, then you do have up to that $3000 per calendar year for lab.
[CUSTOMER][NEUTRAL] That I made myself.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Fantastic. OK, thank you very much.
[AGENT][NEUTRAL] You're welcome. Is there anything else that I can assist you with today, [PII]? I'm sorry, how do you pronounce your name? [PII]?
[CUSTOMER][POSITIVE] [PII], yes, correct, thank you very much, [PII] right just like thank you bye bye.
[AGENT][POSITIVE] [PII], OK. OK. You're welcome, thanks.
[AGENT][POSITIVE] OK. Well, you have a great day. Thank you.
[CUSTOMER][NEUTRAL] You too. Bye-bye.