AccountId: 011433970860
ContactId: a13b11b6-42c3-4ff9-9568-c5e6ef6cf6f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1114790 ms
Total Talk Time (AGENT): 387230 ms
Total Talk Time (CUSTOMER): 366850 ms
Interruptions: 6
Overall Sentiment: AGENT=0.9, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/a13b11b6-42c3-4ff9-9568-c5e6ef6cf6f8_20250519T13:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, Ms. [PII]. My name is [PII]. Um, can I give you my
[CUSTOMER][NEUTRAL] Uh, my ID number, whatever we call it.
[AGENT][POSITIVE] I'm sorry, can you give me your name again first off I'm very sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and now your policy number please.
[CUSTOMER][NEUTRAL] Yes ma'am, 013366.
[CUSTOMER][NEUTRAL] 92 ML 7
[AGENT][POSITIVE] OK, thank you. Give me a couple of moments please to get your information pulled up, but while I am doing that, you can go ahead and tell me um how can I help you today?
[CUSTOMER][NEUTRAL] And I wanna make sure that the um quest bill has been finally sent over to you guys.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if you're the lady that helped me with this last week or not. You may have been.
[AGENT][NEUTRAL] Mm, I'm not sure, um, but I'll be very happy to try and help you this morning. So first off, Miss, um, [PII], you're wanting to verify if we've received a, a claim from Quest, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, and, um, either you or one of your employees actually called Quest last week to try to get this straightened out.
[AGENT][NEUTRAL] Yes, ma'am
[AGENT][NEUTRAL] OK, so yeah.
[CUSTOMER][NEGATIVE] And they were told by the Quest representative that the information had never been sent to you after I've only made a half dozen calls to Quest them telling me every time that it had been sent to you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Then there was a conversation that there may be something wrong with the.
[CUSTOMER][NEUTRAL] Um, I don't know what you call it. Is it called a payer number or some number that they're supposed to electronically send the documents to you from?
[CUSTOMER][NEUTRAL] There's some number involved in it.
[AGENT][NEUTRAL] OK. I pay your ID number?
[CUSTOMER][NEGATIVE] Yes, yes, they were saying, um, the representative that I spoke to at your company said that they had the wrong that wrong number, um, after they had lied to because they kept telling me they tried to send it to y'all. I mean this has been going on since last September.
[AGENT][NEUTRAL] OK, so yes
[AGENT][NEUTRAL] Oh my goodness. OK. Well, I'll be happy to check to see if that's been received for you. So first off, I will have to verify several things with you for security and also any information provided.
[CUSTOMER][NEUTRAL] My, my birthday, my birthday is.
[AGENT][NEUTRAL] Will be a verification of benefits and not a guarantee of payment.
[AGENT][POSITIVE] Yes ma'am. Go ahead with your birthday, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] It's [PII], and that's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes. Yes, ma'am.
[AGENT][NEUTRAL] OK, alright, and lastly your email address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much. So what is the data service, Mr. [PII], that they were supposed to be sending a claim over?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The, the claim is from [PII]. It's for blood work.
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Is it [PII].
[AGENT][NEUTRAL] OK, OK, so let me check.
[CUSTOMER][NEGATIVE] I can verify that really, really quickly. My brain, I'm so tired. I'm so tired. Um, [PII] had a long week at work last week.
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm, mhm, mm.
[CUSTOMER][NEUTRAL] And our phones are ringing off the hook this morning. I don't think it's gonna be a quiet week to you.
[AGENT][NEUTRAL] It's it's just a Monday morning, right? It's just a Monday morning.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it was [PII]. I was there at [PII], [PII]. Yes, it's in my brain. That's right. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so let's see, um,
[AGENT][NEUTRAL] OK, so no, ma'am, we have not. I do see where that's.
[CUSTOMER][NEUTRAL] And they said
[AGENT][NEUTRAL] Someone spoke with [PII] on the [PII]. I see where you called back on the [PII] to see, but um, no, ma'am, as of now we have not. The last claim that we received and processed for you was on the [PII] and that was for I center of Saint Augustine for data service back in [PII], but as of now, no, ma'am, we have not received anything from Quest Diagnostics.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now the lady that I spoke to on the [PII] at your company, she said that there was a way for the supervisors to check to see if that had come through that they can, there's a way on your back end that you guys can check that to see if it has come through. So if they were sending you electronically at this point, it's 5 days later, it should have come over.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, ma'am, and by.
[AGENT][POSITIVE] Correct. Now, it can also be faxed, and I see that they gave the fax number when they spoke with Quest.
[CUSTOMER][NEUTRAL] I gave them the fax number every single time.
[AGENT][NEUTRAL] Mhm. And I can see that our representative gave that to them as well.
[CUSTOMER][NEUTRAL] Yeah, I gave them the fax number and the mailing address.
[CUSTOMER][NEUTRAL] Yeah, they said they were gonna electronically send it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, he
[CUSTOMER][NEGATIVE] And they said that they had now he told your representative that it's never been sent and every other employee that I've spoke to every stinking month at Quest has told me that it has been.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] So, yes, ma'am.
[CUSTOMER][NEGATIVE] Somebody somewhere is lying.
[AGENT][NEUTRAL] I'm not sure because I see that we also gave the gentleman.
[AGENT][NEUTRAL] The fax number, our payer ID number.
[AGENT][NEUTRAL] When we talked to him on the [PII].
[CUSTOMER][NEUTRAL] What what is your payer ID number?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801 OK, and is there any way to.
[AGENT][NEUTRAL] Yes ma'am, and the claims fax number?
[AGENT][NEUTRAL] That they can send it to the claims fax number.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] I, I, I have already given, isn't that the fax number on the back of our cards that I've given them repeatedly, the [PII]?
[AGENT][NEUTRAL] Is that
[AGENT][POSITIVE] Attention claims department, yes ma'am, it is, that's correct.
[CUSTOMER][NEUTRAL] I'm giving it to them every month.
[CUSTOMER][NEUTRAL] So I don't know where the issue is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. Um,
[AGENT][POSITIVE] I'm so sorry that you're having such difficult
[CUSTOMER][NEUTRAL] Is there a supervisor I can talk to?
[CUSTOMER][NEGATIVE] Yeah, this is, this is crazy. This is from September, so now we're October, November, December, January, February, March, April, May. We're 8 months later. I need to get this. I do not want to have this go against my credit, so I need to escalate them this because I'm getting nowhere.
[AGENT][NEUTRAL] OK, are you wanting me to remain on the line while you call Quest?
[CUSTOMER][NEUTRAL] I've already called them more than 6 times.
[AGENT][NEUTRAL] OK, yes, ma'am, but there's
[CUSTOMER][NEUTRAL] Do you wanna call them?
[AGENT][NEUTRAL] And we've called them last week. I mean, I can't force them to send that to us.
[AGENT][NEUTRAL] They spoke to someone by the name of [PII] with Quest Billing.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] And that was again, that was, let's say that was on.
[CUSTOMER][NEUTRAL] I know, I'm well aware of it.
[AGENT][NEUTRAL] Yes, ma'am. I'm sure you were on the phone with them when they did that, the [PII]. Mhm.
[CUSTOMER][NEUTRAL] The [PII]
[AGENT][NEUTRAL] And we explained to him that he would have to also send over a copy of the primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] Mhm, that's on the quest bills that they send over to the other to your insurance company. It's not on the insurance bills that they send out to us as individuals as the public.
[AGENT][NEUTRAL] It's a it's two separate documents. It's too so it would be their bill and then your insurance company's.
[CUSTOMER][NEUTRAL] Yeah, I know.
[CUSTOMER][NEGATIVE] I know I'm well aware. I'm, I'm well aware I'm, I'm telling you every time that I've dealt with them and you guys there has been an issue for years getting my stuff paid through you guys.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I need to, can I speak with the supervisor then?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, yes, ma'am. And can I ask,
[CUSTOMER][NEUTRAL] I've been more than patient.
[AGENT][NEUTRAL] OK. So can I ask what you would like for me to tell them is the reason that you would like to speak to a supervisor, Mr. [PII]?
[CUSTOMER][NEGATIVE] Because my claim is not getting paid and I can't figure out who's lying to me, you guys request because I've been at this for months, 8 months later. It should have been resolved a long time ago.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEGATIVE] And they keep telling me that they're sending them and then your representative said that oh somebody there said that they didn't.
[CUSTOMER][NEGATIVE] Now, somebody's lying. I don't care who it is, I need this paid. I need this to be found and I was told by the employee last week that the supervisor has a way of checking to see if something has come over electronically that they can search.
[AGENT][NEUTRAL] Sure. I'll be happy to see if there's one available that you can speak with, Ms. [PII], if you don't mind letting me place you on a on a hold.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII]. Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Really?
[AGENT][NEGATIVE] And they, hello, come on.
[AGENT][NEUTRAL] Bloody and throat.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Ms. [PII], thank you so much for holding for me. OK, so I'm going to transfer you, but before I do, is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well thank you very much for calling APL and I do hope that you have a nice day.
[CUSTOMER][POSITIVE] You as well thank you ma'am.
[AGENT][POSITIVE] Yes, ma'am. You're very welcome. So one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] This is [PII] speaking. How may I help you?
[AGENT][NEUTRAL] Hey, it's [PII].
[CUSTOMER][NEUTRAL] Hey, [PII]. So what's up?
[AGENT][NEUTRAL] Hello. OK.
[AGENT][NEGATIVE] [PII], there's a terrible echo. You sound like you're a long way away from your
[CUSTOMER][NEUTRAL] How about now?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Little better.
[CUSTOMER][NEUTRAL] Alright now, hold on, let me turn my Bluetooth.
[AGENT][NEUTRAL] Not a
[AGENT][NEUTRAL] Yeah, it's not, yeah, there's an echo.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] How about now? Is that better?
[AGENT][POSITIVE] That, that's, that's a lot better than it was.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] OK, good deal.
[AGENT][NEUTRAL] Um, yes, she says she's been
[AGENT][NEUTRAL] It's hard, you know, with Quest, you just want to tell them they're, they're terrible and they don't send claims. But anyway, I went over the notes from the calls from last week.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Apparently she was told that a supervisor can check to see if we've received a claim elect excuse me, electronically behind the scenes.
[AGENT][NEGATIVE] And she is just sick of dealing with this. She's been dealing with it for 8 or 9 months. Quest tells her they're sending it. We're not getting it. They said they were sending it the other day on the phone. We still don't show that we have it, so somebody's lying.
[AGENT][NEUTRAL] You don't know if it's that?
[CUSTOMER][NEUTRAL] Oh my gosh. OK, so what?
[AGENT][NEUTRAL] And she don't know if it's them, but she wants to speak to a supervisor and I'm like.
[CUSTOMER][NEUTRAL] So, so what's the
[AGENT][NEUTRAL] Yeah, I mean.
[CUSTOMER][NEUTRAL] What's the date of service?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK, let me get my stuff. Oh, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, you can send her to me. We have you.
[AGENT][NEUTRAL] All right. Huh?
[CUSTOMER][NEUTRAL] Did you show it? I don't see it in here.
[AGENT][NEUTRAL] Nope, it's not in here and I went over the notes where we even called out the quest. They say they faxed it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That was on like the [PII]. I'm not on that screen anymore, [PII], like the [PII] because I'm making my note, but um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Allegedly somebody puts looks like [PII] on hold and faxed it over.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] We don't have that.
[CUSTOMER][NEUTRAL] But we don't
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, OK, I guess we're just gonna have to research with clients to see if they can find it.
[AGENT][NEUTRAL] Yeah, because she said that she was told, which I don't know, I don't know who told her that, but a supervisor here could check behind the scenes to see if there was a claim received electronically.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I don't know who told her that, but.
[CUSTOMER][NEUTRAL] I don't either.
[AGENT][NEUTRAL] Somebody did because she wouldn't have made that up.
[AGENT][NEGATIVE] I don't think she could have made that up.
[CUSTOMER][NEUTRAL] Yeah, I don't think so. I don't think so either.
[AGENT][NEUTRAL] She works at a car dealership. Uh uh.
[CUSTOMER][NEUTRAL] Uh, all right, you can send her on to me.
[AGENT][POSITIVE] Happy Monday! Happy Monday.
[CUSTOMER][NEUTRAL] Oh, I
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] All right, girl. Talk to you later. Thanks, [PII]. OK, bye.
[CUSTOMER][NEUTRAL] Alright bye.