AccountId: 011433970860
ContactId: ff606b67-10d3-491e-8fd0-5d6e48cf4fff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249429 ms
Total Talk Time (AGENT): 72451 ms
Total Talk Time (CUSTOMER): 106672 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/ff606b67-10d3-491e-8fd0-5d6e48cf4fff_20250409T17:53_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yeah I'm [PII], my name is [PII], uh.
[CUSTOMER][NEUTRAL] I've got a bill here that.
[CUSTOMER][NEUTRAL] I guess.
[CUSTOMER][NEGATIVE] Request diagnostics that's saying they've tried contacting you all numerous times and that you've never replied.
[AGENT][POSITIVE] OK, I'll be happy to take a look at that for you.
[CUSTOMER][NEUTRAL] So I'm wondering how we go about this.
[AGENT][NEUTRAL] And can I have your policy number please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I see a payer ID I see a group number.
[CUSTOMER][NEUTRAL] I see group bed.
[CUSTOMER][NEUTRAL] I guess let's go with 02542049 ML 8.
[AGENT][NEUTRAL] And your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Mr. [PII], if you can please give me your call back number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what is your date of birth and email address?
[CUSTOMER][NEUTRAL] [PII] and my email is [PII].
[AGENT][NEUTRAL] Thank you for that information and what is the date of service for the claim for Quest Diagnostic?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I don't show we have a claim on file for that data service.
[AGENT][NEUTRAL] Did they say how they tried to contact us or where how they were submitting the claim?
[CUSTOMER][NEGATIVE] Uh, she just said that they, they tried over she said over 5 times they tried they submit stuff to you and you never replied back.
[CUSTOMER][NEUTRAL] Now I'm wondering
[CUSTOMER][NEUTRAL] Because you all have switched my.
[CUSTOMER][NEUTRAL] My policy number.
[CUSTOMER][NEUTRAL] I was wondering if my policy number was the same.
[CUSTOMER][NEUTRAL] On this date as it is now or through a different policy number.
[AGENT][NEUTRAL] It wouldn't matter. Even the old policy number will bring you to the current policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so I need to tell him to resubmit or?
[AGENT][NEUTRAL] I mean first make sure they're sending it to the right place um make sure what, what address do you have on the back of your card?
[CUSTOMER][NEUTRAL] Do I have on my card?
[AGENT][NEUTRAL] Yes, can you verify the address that you have?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, so that is the correct.
[AGENT][NEUTRAL] That is the correct address. um I can give you a fax number to give them, but.
[AGENT][NEUTRAL] I'm not sure what the problem is. We're getting all the other claims.
[CUSTOMER][NEUTRAL] Is the fax [PII]?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I guess I'll tell him to submit again.
[AGENT][NEGATIVE] Yeah, because I mean we're getting other claims and paying other claims. Vital MD Group Holdings has no problem submitting a claim and getting a payment. I, I don't understand why they're having a problem.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I mean this is crazy. It's been a year and a half, I guess.
[CUSTOMER][POSITIVE] Alrighty let me let them know then thank you.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][NEGATIVE] Uh, I don't believe so, no.
[AGENT][POSITIVE] Well thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Mhm bye bye.