EOB deny claims saying I owe nothing.

Long story short, my SO received a Quest Diagnostic Lab Bill of $379.08. Immediate payment is due or else it would be sent to collections, etc., etc..

I was confused because my SO's insurance with Blue Cross says specialist copay is $40. This is INN btw so I double checked the claims that her provider submitted and I see in her member portal that the doctor submitted it twice.

One went through since Empire paid it and her cost is $40 but still say PRY, member is not responsible for amount. My SO paid $40 already when going to her appointment, the other says denied to which Empire paid nothing and she is not responsible for. I am guessing this is the bill that Quest billed her for from the same specialist she went too.

EDITED: Do I ignored the bill from Quest? I don't want too since going to collections will affect her credit score. Who do I contact to resolve this problem? All 3?