AccountId: 011433970860
ContactId: b917a9b2-7531-4688-8554-87e1f011c666
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2416939 ms
Total Talk Time (AGENT): 155985 ms
Total Talk Time (CUSTOMER): 1008484 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/b917a9b2-7531-4688-8554-87e1f011c666_20250521T18:41_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling AP. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I have an insurer on the phone who is [PII]. He's refused. Oh well, he at first didn't wanna verify his information and got a little testy with me, but it's OK.
[CUSTOMER][NEUTRAL] Anyway, uh, it looks like someone had called him and told him, um, about his claim it's on a medin, and I explained to him.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] 1660267.
[AGENT][NEUTRAL] And what claim is, who is it, what claim is it in regards to?
[CUSTOMER][NEUTRAL] Uh, the data service is 42, um, the last claim that was processed was a duplicate, the 3600626, and.
[CUSTOMER][NEUTRAL] The diagnosis codes are on the plane, but it's on the EOB. It wasn't necessarily the additional documentation from the provider.
[CUSTOMER][NEUTRAL] It just looks like someone added the diagnosis codes on the EOB.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Right, so we would need that supporting documentation from the provider.
[AGENT][NEUTRAL] We can't, we don't accept the diagnosis written in.
[AGENT][NEUTRAL] Or typed in.
[CUSTOMER][NEUTRAL] OK, can you explain it to him before he starts screaming at me?
[AGENT][NEUTRAL] Yeah, I can explain it to him.
[AGENT][NEUTRAL] And this is Mr.
[CUSTOMER][NEUTRAL] You know, I explained to [PII].
[AGENT][NEUTRAL] Right, OK.
[CUSTOMER][NEGATIVE] Please don't ask for uh verify his information. He's already. I'm sorry, I'm being pissy, um.
[CUSTOMER][POSITIVE] And I did verify what I can um and the information is correct. I know when you're ready [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, you can send them to me.
[CUSTOMER][POSITIVE] All right, I appreciate you.
[AGENT][POSITIVE] Mhm. You're welcome.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Claims department this is [PII].
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII].
[AGENT][NEUTRAL] Hello, you had a question in regards to the data of service of [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it looks like on this particular data service we were needing the diagnosis codes and we, we didn't receive that information. It was not provided on the bill. It wasn't included on the Quest Diagnostic billing. So we would need that supporting documentation from Quest Diagnostic to indicate the, the diagnosis code.
[CUSTOMER][NEUTRAL] West is not so here's my, here's my concern, OK? I filed uh with your company now was it 5-7 years? I can't remember how many years through the same program.
[CUSTOMER][NEUTRAL] The same thing. Quest, uh, provides the bill without diagnostic codes because the diagnostic codes are on the script that they receive and it's on a separate thing, and I've provided the uh explanation of benefits from UnitedHealthcare and whoever else is my carrier, and I provide the bills.
[CUSTOMER][MIXED] and it's been, uh, properly received and covered. I do not understand why there is something different this time over the last time. Is this the same exact situation I had 3 or 4 times this year so far with press diagnostic bills that I submit them for payment by your uh uh insurance.
[AGENT][NEUTRAL] So, Mr. [PII], if you're not able to obtain.
[CUSTOMER][NEGATIVE] And when they ask for diag diagnostic codes, I provide the diagnostic codes uh on the form itself. They're not coming from Quest because Quest does not provide them. They only provide me a bill, and they will not provide any other information. This is all I can get from them is the bill.
[AGENT][NEUTRAL] So, as far as request diagnostic, if you request the diagnosis information, they can provide that. We will need supporting documentation or the diagnostic testing results that indicate what the diagnosis were in regards to in order to further review this claim.
[CUSTOMER][NEUTRAL] OK, what is making this claim different than the last claim from Quest Diagnostics?
[AGENT][NEUTRAL] Under the policy, we need any we need the supporting documents, documents as evidence of an accident or sickness. So we will need that documentation to consider the claim.
[CUSTOMER][NEGATIVE] Why do you need that documentation this time? And you did not need something to that specific documentation the last multiple times that I've made a claim.
[CUSTOMER][NEUTRAL] What is different about this claim?
[CUSTOMER][NEUTRAL] Than the claims earlier this year.
[AGENT][NEUTRAL] Any claim received, we need supporting documentation.
[AGENT][NEUTRAL] To determine the benefits within the provisions of
[CUSTOMER][NEUTRAL] What is the supporting documentation? What do you mean by that diagnostic codes?
[AGENT][NEUTRAL] So we either need the test results indicating what you were, were, what the tests were performed for or either the actual diagnosis included on the billing.
[CUSTOMER][NEUTRAL] And does that not is that not part of do you do you have the bill from Quest Diagnostics?
[AGENT][NEUTRAL] We do have the billing, however, the diagnosis code is not listed.
[CUSTOMER][NEUTRAL] In the in in this claim.
[CUSTOMER][NEGATIVE] And you can't contact Quest to get that from them.
[AGENT][NEUTRAL] I can assist you with contacting you.
[CUSTOMER][NEGATIVE] Because they're not gonna give it to me. They didn't give it to me because they give me the bill, but they, th[PII], they've done everything they can do. They've given me the bill and uh.
[CUSTOMER][POSITIVE] And the bill has been paid and this is how it's operated for the past multiple years.
[CUSTOMER][NEUTRAL] And then I submit the bill to uh the the and uh explanation benefits from the insurance company and you guys do something internally with the insurance company and make a payment towards the uh claim.
[CUSTOMER][NEUTRAL] Can you get the information from the insurance company?
[AGENT][NEUTRAL] I can reach out to Quest Diagnostic if you, if you, I can put you on a brief hold and see if I can get that information for you. Give me one moment, Mr. [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling the Quest Diagnostics and affiliated joint ventures billing department. For English, press one, gracias [PII]. Did you know that you can make a payment and update your insurance information on our website at [PII]?
[CUSTOMER][NEUTRAL] If you are a patient, policyholder, or a representative from an insurance company and are calling about a bill, press 1. If you are calling from a doctor's office, if you have your bill number and would like to make payment using a credit, debit, or HSA card, press 1. To make a payment using your bank account information, press 2. If you are calling to obtain pricing for lab tests, press 3.
[CUSTOMER][NEUTRAL] For all billing inquiries, press 4. To return to the main menu, press 9. If you have a bill number, press 1. If you don't have a bill number, press 2.
[CUSTOMER][NEUTRAL] Please enter your bill number followed by the pound sign.
[CUSTOMER][NEUTRAL] Your current account balance is $0. The most recent payment of $61.52 was received on [PII]. This payment was received from the patient or the patient's representative. To repeat your account information, press 1. To request a copy of your zero balance bill, press 2.
[CUSTOMER][NEUTRAL] To review another bill, press 3. To participate in a brief survey, press 4. To return to the main menu, press 9. To speak to a customer service representative, press 0. To repeat these, please hold while your call is transferred to our first available representative.
[CUSTOMER][NEUTRAL] We are currently experiencing higher than normal call volume. Your expected wait time may be greater than 10 minutes. If you are calling to make a credit card payment and have your bill number available, please press 1 to be transferred to our secure automated payment line. You can also make payments, update insurance information, or check the status of your bill on our by visiting the website listed on your bill.
[CUSTOMER][NEUTRAL] All calls may be monitored or recorded for quality assurance purposes. You may be asked to participate in our survey about your billing experience today. Your participation is greatly appreciated.
[CUSTOMER][POSITIVE] All of our representatives are currently assisting other callers. Thank you for your patience. Your call will be answered in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold, or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[AGENT][POSITIVE] Thanks for holding, Mr. [PII]. I'm still currently online with Quest Diagnostic.
[AGENT][NEUTRAL] Just letting you know I haven't forgot about you.
[CUSTOMER][POSITIVE] Well thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] I'll be surprised you get anybody that can help you. It's been extremely difficult to you to with class, so, but you give it a shot.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold, or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold, or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will.
[AGENT][NEUTRAL] Thanks for holding, Mr. [PII]. I'm still currently on hold with Quest Diagnostic. I can give you a call back once I'm able to speak with a representative if you would like, or you can continue to hold.
[CUSTOMER][NEUTRAL] Uh, can you repeat yourself? I'm sorry, I didn't catch it all.
[AGENT][NEUTRAL] I am still currently on hold with Quest Diagnostic. Just wanted to let you know that um you can continue to hold or I can give you a call back once I'm able to speak with a representative with Quest.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, a call back would be better. I'm on another meeting too.
[AGENT][NEUTRAL] OK. And what number would you like for me to give you a call back at?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I'll give you a call back, Mr. [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold, or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold, or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold, or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold, or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold, or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] Please clearly state your name.
[AGENT][NEUTRAL] Hi, this is [PII] and I'm calling with American Public Life Insurance Company, calling in regards
[CUSTOMER][NEUTRAL] The phone number we have is [PII]. We will use this number to call you back. Press 1 if this is the correct number, press 2 if you want to enter a different number. Press if you would prefer to return to the queue and continue to hold for a representative.
[CUSTOMER][NEUTRAL] Please enter your phone number followed by the pound sign.
[CUSTOMER][NEUTRAL] The phone number we have is [PII]. We will use this number to call you back. Press 1 if this is the correct number, press 2 if you want to enter a different number. Press if you would prefer to return to the queue and continue to hold for a.
[CUSTOMER][NEUTRAL] Uh