AccountId: 011433970860
ContactId: a8b10cf9-e9d7-467b-b13c-5057c2a6f024
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1057280 ms
Total Talk Time (AGENT): 366608 ms
Total Talk Time (CUSTOMER): 410261 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/a8b10cf9-e9d7-467b-b13c-5057c2a6f024_20250103T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Good afternoon. I, I called for my mom's bill. She has your insurance.
[AGENT][NEUTRAL] OK, Ms. [PII], um, you're calling for your mother's billing, is that correct what you said is the billing for your mom?
[CUSTOMER][NEUTRAL] Mm yes.
[AGENT][NEUTRAL] OK, Miss [PII], what is your call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. My callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. And then what is the
[AGENT][NEUTRAL] Uh, policy number.
[CUSTOMER][NEUTRAL] Uh, I, before I tell you the policy number, I wanna tell you my name is [PII], not [PII], [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Oh, I'm so sorry.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you. I appreciate you uh correcting me on that. I sure don't wanna call you the wrong name. OK, thank you. And you say [PII].
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Oh no, no, that's fine, that's fine.
[AGENT][NEUTRAL] More
[CUSTOMER][NEUTRAL] Yeah, you're right, no.
[AGENT][POSITIVE] OK, good, good.
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] More. Oh, thank you. OK, and then what is the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, policy number like uh employee ID, right?
[AGENT][NEUTRAL] It may say inpatient certificate number or.
[CUSTOMER][NEUTRAL] You mean employ
[AGENT][NEUTRAL] Or outpatient certificate number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Our employee ID number, right?
[AGENT][NEUTRAL] OK, go ahead and give me that number, let me see.
[CUSTOMER][NEUTRAL] Oh, OK. That number is uh uh D like dog, 46,401,360.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, is your mother there for me to be able to get the verbal consent to discuss the policy with you, [PII]?
[CUSTOMER][NEUTRAL] Yeah, she is with me. Uh, if you want, she, you can talk with her, but she don't know English. Uh, yeah, you need her to talk with me, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. She's, uh, she's with me. You can talk with her.
[AGENT][NEUTRAL] OK. And what is, hi, this is, hi, [PII], this is [PII]. Is it OK for me to talk to [PII] about your policy?
[CUSTOMER][NEUTRAL] Hello. Hello.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] Uh, yeah, totally, she gave up on me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK thank you alright so um what I'm gonna need to do is I need to transfer you now on over to um.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] I am. Let me give you that phone number just in case the call is disconnected, you'll have it.
[CUSTOMER][NEUTRAL] OK. So you're not sort of the uh
[AGENT][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you would choose option number one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I need to pull her policy up. This is, this is IMA's number that you gave me. Can you give me your mother's social security number and that'll pull her policy in for me to look at?
[CUSTOMER][NEUTRAL] Oh, OK, just for social security number.
[CUSTOMER][NEUTRAL] you need a full insurance, uh, full social social security number or last four digits.
[AGENT][NEUTRAL] Yes ma'am, the full.
[CUSTOMER][NEUTRAL] OK, cool, uh, give me a second, yeah, mm.
[CUSTOMER][NEUTRAL] The last 14.
[CUSTOMER][NEUTRAL] Sorry, give me a second. I just, uh, uh, signed my.
[CUSTOMER][NEUTRAL] Phone
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me a second please.
[AGENT][POSITIVE] Sure, yes, take your time.
[CUSTOMER][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, uh, yes.
[CUSTOMER][NEUTRAL] Uh, it's uh [PII].
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][NEUTRAL] 91
[CUSTOMER][NEUTRAL] 4420.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Please
[AGENT][NEUTRAL] OK, and what is your mother's name?
[CUSTOMER][NEUTRAL] Her name uh [PII]. Last name [PII]
[AGENT][NEUTRAL] OK, thank you. I appreciate that. And then, um, can you ask her her date of birth?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Her date of birth is um [PII].
[AGENT][NEUTRAL] OK, and then I also need for her to verify the address, phone number and email address we have on the policy for her.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] Her address is [PII].
[CUSTOMER][NEUTRAL] And uh uh I'm sorry, you say phone number?
[AGENT][NEUTRAL] Yes, her cell phone number?
[CUSTOMER][NEUTRAL] Uh, can you make sure for me because we have a, uh, a couple of phone numbers, uh, is it the [PII]?
[AGENT][NEUTRAL] Is that her most recent?
[CUSTOMER][NEUTRAL] Or otherwise, my phone number.
[AGENT][NEUTRAL] Right, um, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. [PII] and then um what is her email address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Her email address, I think so, uh she had, she gave her own email, uh [PII], can you give her the picture? OK the uh email address, sir?
[AGENT][NEUTRAL] [PII] we have the email at [PII].
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] Yeah, [PII] but she has some numbers 7 something like that. I'm not.
[AGENT][NEUTRAL] OK. It looks like it's um
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] It, it, I have a different one. I have [PII]
[CUSTOMER][NEUTRAL] No, that is not her email. That email, uh, the lady who helped, uh, that lady who helped the, my mom and dad's uh uh insurance paperwork, maybe their number, uh, it's [PII]t, it's just start with, they like, uh, if you, can you update the email, you write down over there my email. I give my email to you, please. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what is the email address?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII],
[CUSTOMER][NEUTRAL] [PII]. You please update this email on uh my mom's account.
[AGENT][NEUTRAL] Yes, I am going to take care of that. So [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, please. Thank you. I appreciate you for this thing.
[AGENT][NEUTRAL] OK, I've got it updated.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I will get that updated.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I've got the email address updated now. OK, so you're calling today you were calling about the bill, is that correct?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yes, the service day is uh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, so you're checking on her claim for October.
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so, uh.
[AGENT][NEUTRAL] Is it for her hospital indemnity plan or is it for her accident plan?
[CUSTOMER][NEGATIVE] Oh no, it's harder, uh, like she go to her blood work.
[AGENT][NEUTRAL] OK, so it'll be that. OK, I just needed to know, so I knew which policy to look at.
[CUSTOMER][NEUTRAL] Yeah, so, yeah.
[CUSTOMER][NEUTRAL] Oh, OK, OK. It's a quest diagnosis of.
[AGENT][NEUTRAL] I've got it though.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Laboratory.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What was the charge amount for the data service of [PII]?
[CUSTOMER][NEUTRAL] They said 31,399.90.00, like $1,3199.
[CUSTOMER][NEUTRAL] Total amount.
[AGENT][NEUTRAL] OK, let me, OK.
[AGENT][NEUTRAL] OK, um, and the name of the facility was what? The, is the doctor's office, the hospital? What was the name of it?
[CUSTOMER][NEUTRAL] It's a lab laboratory, uh, doctor, you need her primary.
[AGENT][NEUTRAL] Laboratory.
[AGENT][NEUTRAL] So it's 13, I'm sorry, $13,399.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] No, not 13,000. It's a 1,399.
[AGENT][POSITIVE] Oh, I'm sorry. I apologize.
[AGENT][NEUTRAL] Let me keep looking.
[CUSTOMER][POSITIVE] Oh, no problem.
[CUSTOMER][NEUTRAL] You can choose the one which.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Was it the name of the place that she went to called Quest Diagnostics?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm looking at the um.
[AGENT][NEGATIVE] I'm looking at the claim and it was denied because the services were non-covered services under her policy.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] So what is the next step she even not the hospital bill insurance pay?
[AGENT][NEUTRAL] Uh, now, we don't have that information for her primary insurance. She could file a claim with them and see if they'll pay it or even go to the hospital and see if they can file for her.
[AGENT][NEUTRAL] Um, but under our
[CUSTOMER][NEUTRAL] Primary insurance.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I'm sorry, primary insurance, what kind of insurance? Primary insurance? I'm sorry, I'm not understanding primary insurance. She have.
[AGENT][NEUTRAL] That is like a.
[AGENT][NEUTRAL] Uh, that is like a major medical plan if she has another insurance for medical.
[CUSTOMER][NEUTRAL] No, she don't have another insurance she has just only um like benefit insurance from your company only.
[AGENT][NEUTRAL] OK, OK, I see what you're saying. So as far as the, the bill goes for the hospital, I would suggest going and talking to the hospital to see if they can work something out with her.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so I need to talk with the uh.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Quest diagnosis they can do something for.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I don't know if they will or not, um, but it's worth a shot to try and see if they will help her.
[CUSTOMER][NEUTRAL] OK, and uh the lady who transferred my call to you, she told me the only two services you guys uh pay for my mom.
[CUSTOMER][NEUTRAL] Uh, like 80061 and 36415, that's two services you guys pay for her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, so I'm showing that on uh.
[AGENT][NEUTRAL] This data service though, the, the what they sent in for a claim was non-covered under the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK um.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Then
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is there anything else that I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's all. So after you and like uh talk to quick diagnosis, maybe they can do something, right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, maybe they can help her.
[CUSTOMER][NEUTRAL] OK. So 2 be uh
[AGENT][NEUTRAL] I don't know. I don't know for sure. I don't know for sure if they can, but the answer is no until you call maybe you can talk to them and see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, let me talk with them and uh let's see what they say and uh uh so 22 bills you guys pay, right? Like uh 80061 and 38415, right?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't know. Those don't sound like plain numbers for us.
[AGENT][NEUTRAL] That could have been with the other company that you called the IMA before us.
[CUSTOMER][NEUTRAL] Yes, the lady who transferred my call to you, she told me, uh, like you guys pay these two bills.
[AGENT][NEUTRAL] OK. Um
[AGENT][NEUTRAL] I'm showing that
[CUSTOMER][NEUTRAL] Maybe they, maybe they cover that, right?
[AGENT][NEUTRAL] Yeah they may they may um with the other company, but I'm showing that the Quest Diagnostic, the ones that they sent into us were non covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else, um, [PII] I can help you with before we go?
[CUSTOMER][NEUTRAL] I know that's all. That's only will, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. You and your mom have a, have a good blessed day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Uh you too.
[AGENT][NEUTRAL] All right. Bye-bye.
[CUSTOMER][POSITIVE] Uh-huh, thank you.