AccountId: 011433970860
ContactId: 9637811e-2ed8-45d8-9904-a5f3daa0762d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207070 ms
Total Talk Time (AGENT): 57119 ms
Total Talk Time (CUSTOMER): 120121 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/9637811e-2ed8-45d8-9904-a5f3daa0762d_20250204T13:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi ma'am, I just wanted to find out if um Quest has submitted a um invoice to you guys.
[AGENT][NEUTRAL] I can verify claims
[CUSTOMER][NEUTRAL] You need my
[CUSTOMER][NEUTRAL] OK, what do you need my dear?
[AGENT][NEUTRAL] May I have a policy number?
[CUSTOMER][NEUTRAL] I guess that's the um outpatient benefits cert number 0133.
[CUSTOMER][NEUTRAL] 669 2
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][POSITIVE] Thank you. May I have your first name and a good callback number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Sure, I'm [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you, can you verify your date of birth, your mailing address, and your email please?
[CUSTOMER][NEUTRAL] Mhm. [PII] and I am at [PII].
[AGENT][NEUTRAL] And do you have an email address?
[CUSTOMER][NEGATIVE] Um, I don't have one on file with you guys, I don't believe.
[AGENT][NEUTRAL] OK, thank you for verifying that information and do you have a data service for Quest?
[CUSTOMER][NEUTRAL] Um, uh, jeez, um, there's no November, I think. I can, I can get that for you quickly. Um, I think it was in November.
[AGENT][NEUTRAL] I'm showing Ameath, Florida on [PII].
[CUSTOMER][NEUTRAL] Nope, we're looking for Quest.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because they sent me a bill and they were supposed to send it to you and I'm looking it up right.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII], here we are. Where's [PII]?
[CUSTOMER][NEUTRAL] Oh God, the one thing I didn't write down in my little calendar thing, right?
[CUSTOMER][NEUTRAL] 00, it was [PII] at [PII]
[AGENT][NEUTRAL] OK, let me get that pulled up.
[CUSTOMER][POSITIVE] Yes ma'am, sorry about that, apologies.
[AGENT][NEUTRAL] And uh no, no worries, and as of today we have not received data service [PII] from Quest.
[CUSTOMER][NEGATIVE] I'm gonna have to call them back then and put them on this goes on continuously with these people continuously.
[AGENT][POSITIVE] I do apologize for that.
[CUSTOMER][NEGATIVE] Then they'll send me a notice that I'm delinquent and I'll keep calling them and we'll take care of it and so they're still supposed to send them to the [PII].
[AGENT][POSITIVE] Let's see, yes, that is correct.
[CUSTOMER][NEUTRAL] That's the the fax number.
[AGENT][NEUTRAL] The fax number. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if I wanted to send that bill to you, oh, would I send it to that fax number?
[AGENT][POSITIVE] Yes, ma'am, along with your primary insurance explanation of benefits. Yes, you can.
[CUSTOMER][NEUTRAL] Along with EB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] No, and I thank you so much for helping me this morning. Thank you. You have a wonderful day.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Yes, yes, ma'am thank you bye.