AccountId: 011433970860
ContactId: f8c6baf4-c04d-4e3d-ba69-6d8d12e19c7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271880 ms
Total Talk Time (AGENT): 93992 ms
Total Talk Time (CUSTOMER): 117676 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/f8c6baf4-c04d-4e3d-ba69-6d8d12e19c7e_20250404T16:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, hi, so, this is [PII] calling from the Lin care billing department. I was hoping you possibly would be able to help me with the patient's policy.
[AGENT][NEUTRAL] OK, um, sure, and may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Absolutely, um, [PII].
[AGENT][NEUTRAL] OK, thank you. And you said you're calling from where, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, Lin Care Inc. [PII]
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] And what information do you have for me, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, so I have, so here's the weird situation that's happening. So, um, under this patient that I have, it says that he has GEICO as no fault, um, as a primary insurer. He has APL secondary, and then he's got Medicaid policy as well. Um, I just got done speaking with um his GEICO policy. They said that they're not covering the claims, so we need to bill the other insurance that is applicable that can be billed um.
[CUSTOMER][NEUTRAL] And that's what I was calling for to see if we can actually physically bill APL as a primary insurer.
[AGENT][NEUTRAL] Mm, OK. Um,
[AGENT][NEUTRAL] So, um, what information do you have on the patient? Um, do you have his social, what information do you have?
[CUSTOMER][NEUTRAL] So I have
[CUSTOMER][NEUTRAL] Um, it looks like, um, it looks like a social or an ID number. It looks like I have [PII] [PII].
[AGENT][NEUTRAL] OK, so that's not gonna be us. And do you see any other number besides that one?
[CUSTOMER][NEUTRAL] Um, I have a Medicaid.
[AGENT][NEUTRAL] We can use the Medicaid, um.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Um, let me have the spelling of the last name.
[CUSTOMER][NEUTRAL] Spelling of the last name is [PII]. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Li Care Inc, what is that? Is that like an office or?
[AGENT][NEUTRAL] Company
[CUSTOMER][NEUTRAL] Um, durable medical equipment provider.
[AGENT][NEUTRAL] DME OK. OK, alright, thank you. And what's the spelling of the first name?
[CUSTOMER][NEUTRAL] Um, it's [PII]. It's [PII].
[AGENT][NEUTRAL] OK, bear with me just a second.
[AGENT][NEUTRAL] Do you have his date of birth?
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Yes, [PII], we don't have an active policy for this member and the only policy I was able to find was terminated back in [PII].
[CUSTOMER][NEGATIVE] [PII]. OK, well, um, these claims don't help me because that's after that.
[AGENT][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] OK, alright, so, um, that's OK, um, do you by chance happen to have a reference number? Do you guys do reference numbers for calls over there or no?
[AGENT][NEUTRAL] We don't. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] If, if you don't mind.
[AGENT][NEUTRAL] Sure, no problem. That's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] Excellent thank you so much for your time.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you for calling APR. Have a good weekend.
[CUSTOMER][POSITIVE] Thank you you too, honey thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.