AccountId: 011433970860
ContactId: f6e5293e-0ccd-441e-a6e0-47cf014c5444
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323470 ms
Total Talk Time (AGENT): 102190 ms
Total Talk Time (CUSTOMER): 199620 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/f6e5293e-0ccd-441e-a6e0-47cf014c5444_20250317T12:54_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. Um, I'm calling in reference to a, um, invoice that, um, I already spoke to someone there two months ago about.
[CUSTOMER][NEGATIVE] They did not bill my secondary insurance.
[CUSTOMER][NEUTRAL] And they said they would the invoice number is.
[CUSTOMER][NEUTRAL] Are you ready?
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, it's 888-129-86.
[AGENT][NEUTRAL] And what is the group number?
[CUSTOMER][NEUTRAL] The group member
[CUSTOMER][NEUTRAL] For the secondary insurance?
[AGENT][NEUTRAL] Correct, or your policy number either way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it is um.
[CUSTOMER][NEUTRAL] Group number is 19698.
[AGENT][NEUTRAL] And what is your name please, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you are calling regarding your personal insurance or the group?
[CUSTOMER][NEUTRAL] My personal.
[AGENT][NEUTRAL] Do you have your personal policy number?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] And that number, please.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] It is um 01.
[CUSTOMER][NEUTRAL] 892-835 M as in Mary, L as in Larry the number 8.
[AGENT][NEUTRAL] Thank you, Mr. [PII]. Do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Yeah, it's um [PII] [PII].
[AGENT][NEUTRAL] And then finally your email and phone number, please.
[CUSTOMER][NEUTRAL] OK, [PII]. Uh, phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And you received, is it an invoice from for a medical bill?
[CUSTOMER][NEUTRAL] Yes it is it's for um data service, um, [PII].
[CUSTOMER][NEUTRAL] I have an invoice number here if you need it or I think I gave that to you.
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, let me check and see, and that's for you, Mr. [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] They have not sent us a claim for you for [PII].
[CUSTOMER][NEUTRAL] Oh, I'm sorry, who, who am I speaking to? Is this, is this [PII] or Labcore?
[AGENT][NEUTRAL] This is
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Oh, I'm sorry, I thought I was calling Ncorp.
[AGENT][NEUTRAL] Well, at least
[CUSTOMER][NEUTRAL] I have my, I.
[AGENT][NEUTRAL] At least we were able to verify that we don't have that claim on file.
[CUSTOMER][NEUTRAL] Yeah, yeah, you know, I, it's, yeah, man, I was writing myself some notes and I wrote your number down instead of theirs, but, um, yeah, it's, um, I called them back two months ago and they didn't file the claim so I said hey you know I have a secondary you guys have the information please file and I got another invoice again now um what I told them and I had this problem with um.
[AGENT][NEUTRAL] Oh, that's fine.
[CUSTOMER][NEUTRAL] Quest Diagnostics and that's why I switched to uh LabCorp because they were forever um forgetting to file for my secondary and um I even went as far as to during one of my conversations with um APL I recorded the EDI slash payer ID. Can you verify that it's still 60801?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is, and they can fax claims directly to our claims department as well. That's.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][POSITIVE] Usually the quickest way to get it.
[CUSTOMER][NEUTRAL] It's the fact and that is the number that's on the back of the card. It's 8773659423.
[AGENT][POSITIVE] Yes, sir, that is correct.
[CUSTOMER][NEUTRAL] Mm, OK, let me go call the right company now.
[AGENT][NEUTRAL] Now, if you have problems with them,
[AGENT][NEUTRAL] And then if you have problems, Mr. um [PII], you call if you, you know, if you can do a three way with them on the line or tell them to give us a call we can verify that we do not have that claim on file.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And um
[CUSTOMER][POSITIVE] Right, yeah, I, I already checked, I checked um the website, my claims website, and I didn't see it, so I know they didn't, they didn't file it, so yeah, I always do that before I call, yeah, OK, appreciate it, thank you very much [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But it, they can fax it to us.
[AGENT][POSITIVE] It's been such a pleasure. I'm so glad that you made, call the wrong number because it was a pleasure to assist you.
[CUSTOMER][POSITIVE] Thank you very much. Bye-bye now.
[AGENT][POSITIVE] I hope you have a wonderful day and thank you for calling APL. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] You as well. All right, bye bye.