AccountId: 011433970860
ContactId: e90ff427-e697-4121-bc6d-8898eddad590
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 616049 ms
Total Talk Time (AGENT): 136403 ms
Total Talk Time (CUSTOMER): 101165 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/e90ff427-e697-4121-bc6d-8898eddad590_20250206T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII], my name is [PII].
[CUSTOMER][NEGATIVE] Um, I got a bill from Quest Diagnostics. It's about like $1600 something. And nobody told me that. They told me it's covered by the insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And now I'm surprised that I saw this.
[CUSTOMER][NEUTRAL] Uh, Bill. So, can you help me why I'm getting this amount?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, let's first make sure that we did receive a claim from them. I know sometimes they can forget or you know, always that possibility, um, uh, [PII], first, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2409556
[AGENT][NEUTRAL] OK, thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02274042.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Yes, thank you for verifying that. OK, uh now was this claim um was this for you or was it for somebody else under your policy?
[CUSTOMER][NEUTRAL] It's for my wife, Ran Aziz.
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you happen to have the date of service that she went and had treatment there at Quest?
[CUSTOMER][NEUTRAL] Quest Diagontic, what do you need the
[AGENT][NEUTRAL] Uh, the date of service, so when she went in, do you have that information?
[CUSTOMER][NEUTRAL] Oh, there was one.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's all about [PII].
[AGENT][NEUTRAL] Got it. OK, OK, give me just a moment let me try to find, of course, making sure that we did receive that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can email it to you the bill if you have an email address so you can provide me.
[AGENT][NEUTRAL] Uh, that's OK, that's OK. Um, I just first wanna again make sure that we did receive this claim, uh, bear with me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 15 items.
[AGENT][NEUTRAL] Yes, I think we did receive it um [PII] if you don't mind I'm gonna put you on a brief hold, um, to reach out to this claims specialist. I'll get right back with you OK?
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Alrighty, [PII], I'm so sorry about that wait are you still with me?
[CUSTOMER][POSITIVE] Yes, I am, yeah, no worries.
[AGENT][POSITIVE] OK, appreciate your patience. OK, so, um, I did kind of have to do a bit of digging. It looks like we did receive a claim from Quest, um, for rent, and it is currently being reprocessed. So don't worry about that bill that you got from Quest if they reach out to you, uh, they're more than welcome to give us a call just to assure them we did receive that claim, and it is currently being reprocessed. I apologize for the confusion.
[CUSTOMER][POSITIVE] No problem. OK, perfect. Thank you so much.
[AGENT][POSITIVE] Alright, you're very welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, like, um, should I call them and ask them to call you, um, or?
[AGENT][POSITIVE] You can, um, especially if they're sending you bills and you're worried about them, you know, kind of, you know, if there's some miscommunication or anything we talk to providers all the time they are more than welcome to give us a call, uh, so we can kinda let them know what's going on.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][POSITIVE] Perfect. OK. Thank you so much.
[AGENT][POSITIVE] Alright, you're very welcome I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you. Take care.
[AGENT][POSITIVE] Thank you. Bye bye.