While I have no complaints about the quality of care, today I received yet another bill for an amount I already paid. I decided to call the phone number on the bill to "speak to a billing representative." However, my call was placed on an endless voice recording loop, meaning that no representative was ever going to answer my call. I've been on hold now for going on 3 hours, and since I used to engineer voice systems myself, I understand quite well how they work. This particular system is programmed to do exactly one thing: it listens for the caller to press "1" to receive a call back (at the corporation's convenience, naturally,) during business hours. That's the recording "menu," you can press "1" for a call back, or "you can continue to wait." It fails to mention that you'd be waiting to no purpose because no one is ever going to answer the call. (Not ever.) That's not the purpose of the billing phone number.
This is even worse than the so-called customer service "doom loop" that former President Biden was in the process of trying to prevent back in 2024, because it's not a series of frustrating menu options. It's just en endless loop. If you don't want a call back at the corporation's convenience, too bad for you. That's what Advanced Physical Therapy's billing service calls customer service - meaning "you, the customer, service us."
I figure I'll just listen to the endless loop until the end of the day, (or until a potential timer in the programming reaches a limit and cuts me off,) so APT billing can't refute this review.
Cheers. read more