AccountId: 011433970860
ContactId: fcc89a15-a7fa-4ff8-a52b-43142c5b3d20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 532200 ms
Total Talk Time (AGENT): 96176 ms
Total Talk Time (CUSTOMER): 324154 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/fcc89a15-a7fa-4ff8-a52b-43142c5b3d20_20250529T13:01_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. Um, my name is [PII], and I have a, uh, group number of 19698 and also my hospital, um, and outpatient is 0189.
[CUSTOMER][NEUTRAL] Let me come back to you. OK, I'm sorry, 0189.
[CUSTOMER][NEUTRAL] 23835 M as in Mary, L as in Larry 8.
[CUSTOMER][NEUTRAL] And we're on with um Quest Diagnostics.
[AGENT][NEUTRAL] OK, and do you have a phone number I can get?
[CUSTOMER][NEUTRAL] That you, are you, are you still with Behr?
[CUSTOMER][NEUTRAL] [PII], are you still there from Quest? Yes, I'm here. OK, very good, OK.
[CUSTOMER][NEUTRAL] I'm sorry, um, APL, what were you saying?
[AGENT][NEUTRAL] Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's uh this number that I'm on with right now it's uh [PII].
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Can you give me that policy one more time because that, I wrote down too many numbers.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, it is 01892835 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] And your name was [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] And can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. My email is [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And you were calling about a claim or benefits?
[CUSTOMER][NEUTRAL] Yes, a bit, it's a claim. It's a bill that I, um, I've got from Quest Diagnostics with some lab work that I did back in October of last year on [PII], and they stated that they filed it twice on, uh, once the first time on [PII] and then again when I called them on [PII], they, uh, faxed it, um.
[CUSTOMER][NEGATIVE] But it still has not been paid.
[CUSTOMER][NEUTRAL] And they faxed it to the fax number of [PII], which is the uh number that's on my card.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] But I just got a bill again for it, OK.
[AGENT][NEUTRAL] Hold on one moment, please.
[CUSTOMER][NEUTRAL] And I figure we'll conference, we'll conference them in a conference you in because it's it's such an old bill from October.
[CUSTOMER][NEUTRAL] Ms. [PII], my name is [PII] at Quest billing.
[CUSTOMER][NEUTRAL] Just inform I am on the line.
[AGENT][NEUTRAL] Yes, ma'am. Um, how much was that total bill?
[CUSTOMER][NEUTRAL] It was 2236 no the the total bill amount that we sent originally to the primary was 225. 22, but we were requesting just the 22, yep, yes, we were just requesting 2236.
[AGENT][NEUTRAL] 2252.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment. Let me pull that, pull the claim up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And this was on you, Mr. [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, I'm still not showing we have that claim.
[CUSTOMER][NEUTRAL] Right, and that's what I was explaining to, um, Quest, but, uh, they said they they filed it twice and the last time when I spoke to them was on [PII] and I gave them that fax number [PII] which is on my card. Is that the correct fax number for you guys?
[AGENT][NEGATIVE] That is the correct fax number, but I'm still not showing we received it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, and your EDI payer ID number is still 60801.
[AGENT][POSITIVE] That is correct. Uh-huh.
[CUSTOMER][NEUTRAL] Yeah. Doesn't look like they're set up electronically with us um for that payer ID so the only two choices we have is fax or postal service. I'm looking at the claim they're not set up with us electronically. OK. OK. Alright. With this, um, because Ms. [PII]'s verifying that the claim hasn't been received, what I can do is have it re-faxed off to the [PII] number, OK?
[AGENT][NEUTRAL] And our mailing address is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and we do have an online service center now.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That you can upload claims to as well.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] And that is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, what, what I'll do right now is we'll get it faxed off if there's no response with that, then they'll have to just upload through the website and go from there.
[AGENT][NEUTRAL] Yes, ma'am. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so is that gonna, when will you know if there's a response or not?
[CUSTOMER][NEUTRAL] Well, we'll know within 2 weeks you won't receive a statement for about 4 weeks because once we receive the response we have to do any necessary adjustments before you're sent a statement.
[CUSTOMER][NEGATIVE] OK, so that's an automatic thing. You can't just do both do it both ways just in case because uh, you know, it's since October and every time it seems I just keep getting these bills for, you know, it's getting too drawn out too long.
[CUSTOMER][NEUTRAL] At this point I can only fax it. I can place a request for it to be emailed, I mean, excuse me, to be uploaded online. Quest for this particular insurance carrier may not upload online because there's only certain ones that we do electronically payer ID or online and if I'm the way I'm looking at the insurance carrier um with this one they may not have that option.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So as of right now we'll get it faxed back off to them, disregard the notice, give it that 4 weeks for an updated statement, OK? OK.
[CUSTOMER][POSITIVE] Alright, anything else I can do for you today? Uh, no, that should be it. Thank you both and hopefully I don't see this bill again. Indeed, thank you, Ms. [PII] again for your time.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[AGENT][NEUTRAL] Mr. [PII],
[CUSTOMER][POSITIVE] No, ma'am. Thank you very much. Thank you very much.
[AGENT][POSITIVE] Thank you, Mr. [PII] for calling APL. You have a good day and thank you, [PII].
[CUSTOMER][POSITIVE] OK you too alright bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[CUSTOMER][POSITIVE] Thank you for participating in this brief 3 question survey.