AccountId: 011433970860
ContactId: a97be98c-0858-4035-8894-df7fcb11aed9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263660 ms
Total Talk Time (AGENT): 99083 ms
Total Talk Time (CUSTOMER): 141800 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/a97be98c-0858-4035-8894-df7fcb11aed9_20250407T18:58_UTC.wav
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[AGENT][NEUTRAL] Contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Lincare, and I am trying to verify um benefits and eligibility for a patient of mine, and I'll be honest, um, the referral and the patient sister, um, were not super helpful in regards to pointing me in the right direction, so this was just the phone number for the insurance on the referral paperwork so I'm not even sure I'm in the right place, giving it a shot.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yeah, yes, absolutely. I can help you. Um, uh, [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, it is G as in golf, T as in Tom.
[CUSTOMER][NEUTRAL] A as in Alpha.
[CUSTOMER][NEUTRAL] And then the numbers are 608.
[CUSTOMER][NEUTRAL] 1815
[AGENT][NEUTRAL] Thank you. And how do you spell the patient's last name, please?
[CUSTOMER][NEUTRAL] Um, it's spelled [PII]
[AGENT][NEUTRAL] And the first name, please?
[CUSTOMER][NEUTRAL] To be [PII].
[AGENT][NEUTRAL] And uh
[CUSTOMER][POSITIVE] Do you need me to spell that? I'm sorry.
[AGENT][NEUTRAL] Oh, no, no, that's fine. And, and [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] To be [PII].
[AGENT][POSITIVE] Great, thank you. And [PII], was this [PII], right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then I just need a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Sure, um, my direct number is [PII].
[AGENT][POSITIVE] Thank you. Um,
[AGENT][NEUTRAL] Well, normally I would be able to help you with this. Uh, normally we can go by the patient's uh name. Uh, sometimes we can go by their, uh, Social Security, but there's no [PII] with that date of birth in our system.
[AGENT][NEUTRAL] Um, so, uh, the number that you gave me, sometimes if, if she's gotten this through her employer, sometimes these benefits are, are from benefits and a card, but, uh, and normally I would have that information, but, um, it's not coming up anywhere at all in my system, so it doesn't look like she has a policy with us.
[CUSTOMER][NEUTRAL] OK, um, and this might be a really dumb question, but, um, what is the name of, of your, of the insurance company?
[AGENT][NEUTRAL] Yes, that's no, that's fine. It's American Public Life or APL, um.
[AGENT][NEUTRAL] And what we do is we, we do have um medical claim, I mean, medical policies, we have durable medical policies as well, um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Dental policies, that sort of thing, but um I'm just not seeing her, so my guess is that uh if, if you, if they steered you anywhere in our direction, all of our policies are through the employer. And so, um, sometimes if, if we can find out who her employer is, maybe we could go that route, but it's not coming up by her name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, that is fine. I was, I was, I was going to send an email before even calling because just looking at the paperwork and, and the notes already in her chart um I've I've, I had a feeling this is gonna be um a little bit of a a run around for.
[AGENT][NEUTRAL] Challenge.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Insurance wise, but I was like, let me just, uh, you know, there was just this phone number listed under, you know, secondary payer information, and I said, OK, before I rough feathers, let me just call and see if we can piece anything together. And um that's OK. At least I can tell them that I've tried to call, you know, the number provided and um you know, wasn't able to get anywhere and just, you know, need, you know, need them to actually.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, you know, pull out those cards and give us some more information, um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] And and we'll just go there, but I really appreciate you looking into it for me at least and that way I can go back to them and just let them know I tried.
[AGENT][NEUTRAL] OK, well, certainly, is there anything else that I can help with?
[CUSTOMER][POSITIVE] No, that was everything. Thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting API.