AccountId: 011433970860
ContactId: 25cc5a63-7592-4c62-af28-1b14d38bb75b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1069150 ms
Total Talk Time (AGENT): 175160 ms
Total Talk Time (CUSTOMER): 248960 ms
Interruptions: 11
Overall Sentiment: AGENT=0.6, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/25cc5a63-7592-4c62-af28-1b14d38bb75b_20250130T17:29_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, sorry. My name is [PII], and I'm calling from Health Texas access provider network to check on the claim status. How are you doing today?
[AGENT][POSITIVE] I'm doing good [PII] how are you doing?
[CUSTOMER][POSITIVE] I'm doing great, thank you for asking. And can you please help me with claims?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, I can help you with claim status. [PII], can I get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Absolutely. It's [PII].
[AGENT][NEUTRAL] Thank you. And what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's first name is [PII], last name is [PII], and the date of birth of [PII] is going to be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] The [PII]'s policy number is going to be 021-6139.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, that
[AGENT][NEUTRAL] That number is not long enough. 210-216-139.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 391.
[AGENT][NEUTRAL] 391. OK, let me try again.
[CUSTOMER][NEUTRAL] Uh-huh. OK.
[AGENT][NEUTRAL] OK, I've got her pulled up.
[AGENT][NEUTRAL] What is the data service?
[CUSTOMER][NEUTRAL] [PII] with the amount of $620.69.
[AGENT][NEUTRAL] OK, and what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] OK. Uh, so that, uh, we do have $180.12.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm. Health taxes provider network.
[AGENT][NEUTRAL] And then what is the name of the facility you're calling for?
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, [PII], while I pull up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Absolutely like it there.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 6:20.
[AGENT][NEUTRAL] 35.
[AGENT][NEUTRAL] 3008.
[AGENT][NEUTRAL] 53
[AGENT][NEUTRAL] Dang it.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you for holding for me, [PII]. I do find the claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 3511181.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Can you please repeat once for me?
[AGENT][NEUTRAL] 351-118-1.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The claim was paid $48.45.
[CUSTOMER][NEUTRAL] Can you please tell me when you received it?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We received the claim on [PII].
[AGENT][NEUTRAL] The claim was paid on.
[CUSTOMER][NEUTRAL] OK. and process.
[AGENT][NEUTRAL] The same day, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how much you pay?
[AGENT][NEUTRAL] $48.45.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And same you're allowed, right?
[AGENT][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Right, that, that's what was allowed.
[CUSTOMER][NEUTRAL] my text.
[CUSTOMER][NEUTRAL] OK, can you, it's $45.46.
[AGENT][NEUTRAL] 45 cents.
[CUSTOMER][NEUTRAL] $45.45.
[AGENT][NEUTRAL] $48.45.
[CUSTOMER][POSITIVE] I'm doing good as well thank you so much for asking.
[CUSTOMER][NEUTRAL] OK, and same you pay, right?
[CUSTOMER][NEUTRAL] And how you pay through check or EFT?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm sorry. We paid by check.
[CUSTOMER][NEUTRAL] Can, can you have the check number?
[AGENT][NEUTRAL] Check number is 2004863.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's a single check or the bulk check. Can you have the issue date?
[AGENT][NEUTRAL] It's a single check.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK. And clear date?
[AGENT][NEGATIVE] The check is not cleared.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] As you're saying that the check is not cleared yet, so can you please put a tracer on check.
[AGENT][NEUTRAL] Can I do what, sir?
[CUSTOMER][NEUTRAL] The tracker on check.
[AGENT][NEUTRAL] I'm sorry, I'm having a hard time understanding what kind of check?
[CUSTOMER][NEUTRAL] OK. You said that the check is not cleared yet, right?
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK, OK. So, as, uh, the check is not cleared yet, so can you please put a tracker on check so we can find that it will, uh, what's the status of the check.
[AGENT][NEUTRAL] We don't, we don't do trackers.
[AGENT][NEGATIVE] I can stop payment and reissue.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, you can stop the payment and reissue it. OK. And also, can you please help me with the pay to address?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, the pay to address was Health Texas Provider Network, [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wow
[CUSTOMER][MIXED] I'm doing well, so it would be better like.
[CUSTOMER][NEUTRAL] The golden boy
[AGENT][NEUTRAL] And I'm gonna put you on a hold while I get that um.
[AGENT][NEGATIVE] Request to stop payment and reissue.
[CUSTOMER][NEUTRAL] 414-486740. You are on hold.
[AGENT][NEUTRAL] 1.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK thank you so much for holding for me [PII] I've got that um request in to stop payment and reissue that check for you.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Mhm. Thank you very much for that. And also, can you please access the UOB, the paid UOB to us?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can send the EOB to you um.
[CUSTOMER][NEUTRAL] and.
[AGENT][NEUTRAL] I'm gonna have to put you on hold again so I can get that faxed over, but what is your fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold again.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] All right. Thank you very much for that. And can you please help me with the reference number?
[AGENT][NEUTRAL] Yes, you can use my name. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you, sorry. Thank you for your name. You have been extreme love for me. Have a nice day. Bye-bye.
[AGENT][POSITIVE] Bye bye [PII]. You have a great day. Thanks for calling APL.