AccountId: 011433970860
ContactId: 8c821589-2805-41a8-9b93-22b68c056034
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284779 ms
Total Talk Time (AGENT): 100764 ms
Total Talk Time (CUSTOMER): 138308 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/8c821589-2805-41a8-9b93-22b68c056034_20250429T15:37_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'll give you my, um, my number.
[AGENT][NEUTRAL] OK. Sure, [PII]. What's your policy number, please?
[CUSTOMER][NEUTRAL] You ready?
[CUSTOMER][NEUTRAL] Excuse me, 01336692 ML7.
[AGENT][NEUTRAL] Thank you. And please verify your first and last name and your date of birth.
[CUSTOMER][NEUTRAL] [PII] and it's [PII] and [PII].
[AGENT][POSITIVE] Thank you. And could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, please verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] [PII], that's [PII].
[CUSTOMER][NEUTRAL] And my phone is [PII].
[AGENT][NEUTRAL] OK. And verify your email address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Yes, ma'am. And how can I help you?
[CUSTOMER][NEGATIVE] So I had called in yesterday because I was upset about getting notification from Quest that my bills, my bill has not been paid. And when I called last night and talked to two different people, they told me that it has not been submitted. So I called Quest back again today because I've talked to them several times before and they told me they gave me the dates that it was electronically submitted to you guys and you guys say you don't have anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I could check again for you. What's the date of
[CUSTOMER][NEUTRAL] So they've submitted the bill.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What's the date of what?
[AGENT][NEUTRAL] What's the date of service?
[AGENT][NEUTRAL] I'm a client.
[CUSTOMER][NEUTRAL] It goes back to um [PII].
[AGENT][NEUTRAL] Of last year, let's see. No, ma'am, I'm not showing any claims on file.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] I know that's what they told me last night and he said that they've been sending them electronically to you guys.
[CUSTOMER][NEGATIVE] They've sent them 3 times. They sent them back in the fall. They sent one in January and again on [PII], electronically.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So he said that.
[CUSTOMER][NEUTRAL] If their electronic system is down that they need to be notifying people because they keep sending them.
[AGENT][POSITIVE] OK. Nothing's wrong with our electronic system. No, ma'am, it happened, and I can give you a pair ID and you could.
[CUSTOMER][NEUTRAL] So has your system been down?
[CUSTOMER][NEUTRAL] He gave me.
[CUSTOMER][NEUTRAL] You gave me [PII], and [PII] that's the three times that they've been sent.
[AGENT][NEUTRAL] No, ma'am. What I can do is give you our pair ID and you could call them to verify with them. Don't give it to them up front, ask them what pair ID are they sending it to to make sure that they're sending it to the correct one.
[AGENT][NEUTRAL] And you could verify with them, um.
[CUSTOMER][NEUTRAL] It, it's called a
[AGENT][NEUTRAL] Mhm. It's called a
[CUSTOMER][NEUTRAL] Apara ID?
[AGENT][NEUTRAL] A pay your ID, T A Y O R I D.
[AGENT][NEUTRAL] And the number is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 60801
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] Yes, ma'am. That's the payer ID if they want to submit the claim electronically, and I can also give you our fax number. They can also fax in the claim.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] I, I also have that on the back of the um the card. I I already have your fax number. It's the same one, right? The um.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am, and if you suggest to them to fax it in, let them know to attention it to the claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because he said this time they were gonna mail it in being the uh electronic doesn't seem to be working.
[CUSTOMER][NEGATIVE] I just need this resolved.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I understand, ma'am. And yeah, maybe you can verify the payer ID, make sure that they're sending it to the correct one.
[CUSTOMER][NEUTRAL] And it's 608-01, OK, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right I appreciate it. Thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am, thank you.
[AGENT][POSITIVE] OK. I thank you again, [PII] for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye.