AccountId: 011433970860
ContactId: c615ddf3-224e-4e49-8eac-f1c27b73ceac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320059 ms
Total Talk Time (AGENT): 191774 ms
Total Talk Time (CUSTOMER): 92797 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/c615ddf3-224e-4e49-8eac-f1c27b73ceac_20250305T22:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to see to make sure you guys received uh some claims that I submitted.
[AGENT][NEUTRAL] Sure, I can take on those claims for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02279404.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, [PII], just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. Uh, looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Could you verify the email for me?
[CUSTOMER][NEUTRAL] Oh sorry, [PII].
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Alright, thank you for verifying all of that. OK, um, let's see with the claim information was that for you or for uh.
[AGENT][NEUTRAL] [PII] or [PII], OK, one moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes, I am showing that we have received a couple different claims on [PII] and it looks like they just completed processing today, so I've got one.
[AGENT][NEUTRAL] That paid a benefit of $249.87.
[AGENT][NEUTRAL] And let me check the other one.
[AGENT][NEUTRAL] OK, that one paid a benefit of $6.81. Um, have you, uh, set up a direct deposit, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, I have not.
[AGENT][NEUTRAL] OK, so, um, I don't have the check information just yet as it looks like it just completed processing, so that information should be made available. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEGATIVE] Sorry, um, that, that shouldn't be paying me correct that should just be paying Quest who the bills from.
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] No, um, so you, since you were the one who filed the claim, that payment's going to go to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If they were the ones who had filed the claim for you, then they would have received the payment.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] OK, yeah, I ended up being the one filing it because I've been for the last year battling them trying to pay you guys or get the bill to you.
[AGENT][NEUTRAL] I have heard that they are a bit notorious for that.
[CUSTOMER][NEUTRAL] Yeah, so there should be 3 claims.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I've got the 2.
[CUSTOMER][NEUTRAL] 3 that I submitted.
[AGENT][NEUTRAL] One does seem a bit larger. I just see 2 here, or two separate claim numbers anyway, but I do see information not just for Quest. It looks like there's um a couple other, um, like Mercy Hospital, um, Tamara K Young.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] So it looks like the um one claim, the one that was the T4987, there are a few different providers listed under that claim.
[CUSTOMER][NEUTRAL] OK, um, the three claims are OSC 9437.
[CUSTOMER][NEUTRAL] Uh, 34, and 5.
[AGENT][NEUTRAL] OK, yes, so the 3 and 4, those are combined onto the one claim, so those are just separate submissions, but they were filed under the same claim. Does that make sense?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] They're all kind of grouped on that one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And and how much was paid out?
[AGENT][NEUTRAL] You see. Mhm.
[CUSTOMER][NEUTRAL] Because I, I know the one bill was $59 and then one was $10 and the other one was only $6.
[AGENT][NEUTRAL] Sure, so for the first claim, the one that was the two combined, that one paid a benefit of $249.87 as it has again looks like it just completed processing. I don't have any information as far as why it paid that much because I do see some are denied um so it's possible we're missing some information, but I am unable to view that just yet so that information should be made available soon though.
[CUSTOMER][NEUTRAL] OK, um, and then do I need to call back for that information, or do you know how I'll receive that?
[AGENT][NEUTRAL] You can keep an eye on the.
[AGENT][NEUTRAL] Sure, I don't see exactly what time. All I see is it fresh, just completed processing, so you can keep an eye on the website if you want to. Um, I would say no later than tomorrow, um, that all of the information should be available, but it's possible it could be later today as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right sounds good.
[AGENT][NEUTRAL] Alright, did you have any other questions for me, [PII]?
[CUSTOMER][POSITIVE] Nope, that's it. uh, thank you very much.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you bye bye.