AccountId: 011433970860
ContactId: 15fd4262-5edf-4560-81ec-97a2a8ff2b34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2423639 ms
Total Talk Time (AGENT): 815124 ms
Total Talk Time (CUSTOMER): 495117 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/15fd4262-5edf-4560-81ec-97a2a8ff2b34_20250321T15:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team.
[AGENT][NEUTRAL] OK, sorry.
[CUSTOMER][NEUTRAL] Hey, I've got uh Ms. [PII] on the phone.
[CUSTOMER][NEUTRAL] She is with group 80044.
[CUSTOMER][NEUTRAL] [PII], the group contact, got on the phone with me and gave consent for us to talk to [PII] about the invoices and setting up their uh invoices on auto draft.
[CUSTOMER][NEUTRAL] He is also sending in an email to let us know that we need to add [PII] on as a group contact and remove somebody named [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But [PII]'s on the other line. The group has been verified, um, to talk about invoices that are behind and set up for, uh, bank draft.
[AGENT][NEUTRAL] OK, yeah, we don't do auto pay for groups, but I can, um, I can, uh, help her. You can go ahead and send her over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said her name is [PII], right?
[CUSTOMER][POSITIVE] Alright, alright, thank you so much, yeah, her name is [PII].
[AGENT][POSITIVE] OK. All right, thank you.
[CUSTOMER][POSITIVE] OK, I'm gonna go ahead and patch her through. Thank so much, [PII] have a good weekend.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I understand that you had some questions um about uh invoices and also um I understand [PII] is uh having you added as a group contact is that correct?
[CUSTOMER][NEUTRAL] Correct, um, I'm logged into the portal on his like through his account, and, uh, for some reason I don't see any open invoices.
[AGENT][NEUTRAL] Yeah, I'm showing that they need them in the OK.
[CUSTOMER][NEUTRAL] Um, but we did receive a note.
[AGENT][NEUTRAL] Um, do you see, uh, the submitted invoices because it looks like your open invoices are in submitted status and they were submitted today.
[CUSTOMER][NEUTRAL] So I have it says you have no submitted invoices.
[AGENT][NEUTRAL] What?
[CUSTOMER][NEUTRAL] And this is through his login through [PII]'s login.
[AGENT][NEUTRAL] Are um are you on like a screen where it has like open invoices, submitted invoices and paid invoices?
[CUSTOMER][NEUTRAL] Yeah, and then there's another drop down my employees and recent activity.
[CUSTOMER][NEUTRAL] Um, under my billing, the open invoices I see invoices dated back to [PII] and same thing with the paid invoices. I don't see anything for [PII] or even [PII] and the submitted invoices section right in the center, all it says is you have no submitted invoices.
[AGENT][NEUTRAL] That is
[AGENT][NEUTRAL] Oh, let me make sure.
[CUSTOMER][NEUTRAL] I'm wondering if it could it be that this is for a different um.
[CUSTOMER][NEUTRAL] Like a different account number maybe?
[AGENT][NEUTRAL] Um, is your group number 80044?
[CUSTOMER][NEUTRAL] 80044 yep, that's the group number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But I don't see that number referenced anywhere on the portal.
[AGENT][NEUTRAL] I, I don't think it shows up on on the portal, but it shows up on your like actual invoices, but I'm just not showing what seeing why it would say you have no submitted invoices because I'm seeing two invoices and submitted status that um.
[CUSTOMER][NEUTRAL] Let me and let me feel like
[AGENT][NEUTRAL] Did can you try refreshing your screen because it shows they were just submitted today, so maybe they were just submitted like.
[AGENT][NEUTRAL] Before you called or something I don't, I'm not sure try to try refreshing and see if you can see those too. Um, it looks like your February and your March invoices are both in submitted status.
[CUSTOMER][NEUTRAL] So I downloaded, um, yeah, I refreshed and still submitted no invoice you have no submitted invoices so I downloaded one of the invoices that I do see like the paid ones and like I said this was from [PII] and the group number is 23792.
[CUSTOMER][NEUTRAL] So it's different. I'm wondering if if this his portal access just doesn't have access to the new account.
[AGENT][NEUTRAL] Yeah, it might be that they're logged into the wrong one. So for your paid invoices, the most recent invoice that you can see what, what invoice number or date is that?
[CUSTOMER][NEUTRAL] Does that make sense?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the open invoices I see [PII].
[AGENT][NEUTRAL] OK, so it looks like maybe your group um changed uh group numbers um and you may be just looking at an old one because it's still the Signs Saver's Corporation, right?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, and can you tell me um one more time what's that old group number that you see?
[CUSTOMER][NEUTRAL] Uh, one second, 2, I think it was like 23792, but let me just open up the bill one more time.
[AGENT][POSITIVE] That sounds great.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Yeah, that's it. OK, so this.
[CUSTOMER][NEUTRAL] 2, yes.
[AGENT][NEUTRAL] So this group is lapsed. Let me see.
[AGENT][NEUTRAL] OK, yeah, so that you're logged into the old group, so if you can um.
[AGENT][NEUTRAL] Let me see if.
[AGENT][NEUTRAL] We got that request yet because once your grade bureau sends that over, um, we can get you an account created, but since I have you on the phone, we can see if
[AGENT][NEUTRAL] We received that request yet and I can just handle it now.
[AGENT][NEUTRAL] And do you know if he's sent that email?
[CUSTOMER][NEUTRAL] Do you mean 3?
[CUSTOMER][NEUTRAL] Um, I doubt he has because I forwarded him the information maybe 2-3 minutes ago while I was on hold. Uh, so I don't think he's sent the email, but let me send him a message now.
[AGENT][POSITIVE] OK, yeah, if he can send that email now, um, I can go ahead and get this account created for you while we have you on the phone so you don't have to call back again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would he have had to create a new login in order to get access to the new group, uh group policy?
[AGENT][NEUTRAL] Yeah, um, let me make sure let me see if there's already.
[AGENT][NEUTRAL] Cause it looks like maybe.
[CUSTOMER][NEUTRAL] Because it
[AGENT][NEUTRAL] OK, it looks like he does have an active account with the new group, so if you can, can you try signing out and um it may be the same uh login information as the old group if you wanna try signing out and um.
[AGENT][NEUTRAL] Like logging in under the other group.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I just don't know what that would be because I the the user name and password he provided me was.
[AGENT][NEUTRAL] What's the username he gave you?
[CUSTOMER][NEUTRAL] Let me try
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] And that's it?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, so.
[CUSTOMER][NEUTRAL] What if maybe he added a one or something at the one.
[AGENT][NEUTRAL] Uh, yeah, this one has a new um a different, uh, login. Uh, if you want, if you maybe ask him if he remembers the other, the login information for um the new group because I do see he has an account set up, um, but I wouldn't be able to see like the password.
[CUSTOMER][NEUTRAL] Um, if, if he's not gonna remember that, if you can provide me with the username, I can do like a reset password, and I'm sure he'll get the email.
[AGENT][NEUTRAL] OK. I won't be able to um give you that information until he has you added as a group contact, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or if you wanna like loop him into the call, if he can give whatever is fastest, um, if you can just give uh permission for you to have the online service and information.
[CUSTOMER][NEUTRAL] So I had just patched him in when I spoke to Tory um before being transferred to you and he authorized me for everything, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I just don't think that he'll be very happy if I have to patch him in again.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you know if did you already uh contact him to send that email over to the care team to have you added? OK.
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[AGENT][NEGATIVE] I don't wanna uh.
[AGENT][NEUTRAL] I don't you have to call back or anything, but I also, we're not allowed to give out this information until we receive the request in writing, which will be the email.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, so,
[CUSTOMER][NEUTRAL] OK, uh, would the username be the sign savers?
[AGENT][NEUTRAL] No, that's not what we have for the username.
[CUSTOMER][NEUTRAL] Oh, he just sent the email, so he just sent the email to [PII].
[AGENT][NEUTRAL] OK, OK, let me reach out to the care team and have them pull that right now so I can work on it. Just give me one second, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] All right, so just waiting for them to get that request uh forwarded to me so I can go ahead and work it. It'll just be a couple minutes, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] OK, I just wanted to check in with you. Um, I'm waiting there, uh, waiting on them to get that sent over to me. I just want to let you know I'm still here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great. Thank you.
[AGENT][POSITIVE] No problem. I'll put you back on hold just another minute or two, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Alright, I have someone who looks like they just forwarded that to me, yes, so I can get this taken care of.
[AGENT][NEUTRAL] All right, let me go ahead and work on getting this account created for you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And uh the username is gonna be your um first initial and your last name.
[CUSTOMER][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] Unless did you have another user name that you wanted to use?
[CUSTOMER][POSITIVE] No, that works thank you.
[AGENT][NEUTRAL] OK. So [PII]. And your email, would it be [PII] or did you wanna use?
[AGENT][NEUTRAL] Um, a different one.
[CUSTOMER][NEUTRAL] No, my email, my email is [PII].
[AGENT][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] All right. And what phone number did you want to put uh on this account?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And would that be a mobile phone or a landline?
[CUSTOMER][NEUTRAL] Uh, that's a mobile.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Right
[AGENT][NEGATIVE] I don't know why this is taking so long to s[PII]
[AGENT][NEUTRAL] OK, it looks like it just saved, um, so you should see that if you wanna check your email, you should see that come through, um, and I'll make sure you can get logged in.
[CUSTOMER][NEUTRAL] OK, let me give it a minute. I haven't come through yet.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, and the email you have is [PII].
[AGENT][NEUTRAL] Uh, [PII], I have [PII]. Is that incorrect?
[CUSTOMER][POSITIVE] Yeah, that's correct, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it may um did you check to see if maybe it went to your spam folder?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I did, but what I'm doing is that I'm just doing a forgot password.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and it, it sent me a link, uh, a code to my phone, so I think I can just reset it this way.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, looks like I'm in.
[CUSTOMER][NEUTRAL] That's slowly. OK, so now I see.
[CUSTOMER][NEGATIVE] A February invoice and a March invoice and what changed? Why we, we must have been set up on auto pay because this is not something that we pay ourselves monthly do you know why this stopped?
[AGENT][NEUTRAL] Um, it wasn't
[CUSTOMER][NEUTRAL] But the autopay would have been stopped.
[AGENT][NEUTRAL] Yeah, it wasn't auto pay through us um I see that you're uh broker because we don't do auto pay for groups, um, but I see that your broker is [PII] and he usually like he'll submit the invoices for your group, um, he'll log into here and submit the invoices for your group and I think that he like calls it auto pay um like to you guys but it's not actually automatic draft.
[AGENT][NEUTRAL] He still has to come in and like manually submit it so I think he does it as like a convenience for his groups but it's not actually auto pay.
[CUSTOMER][NEUTRAL] I see, um, but it's still paid through our account or is it paid through his?
[AGENT][NEUTRAL] Yeah, it's paid through your account. Like if you go to your profile, um, like your, it should, you should see something that says like my account or something like that and it'll show it should have, it'll have your bank information like your ACH information in there so it does draft from your account but he goes in and does it himself and.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] Submits it, but since you have a log in and everything, you can also do that and it's good to like edit invoices too um like if you have any terminations or additions you can actually edit the invoice um and like either remove those charges or add them before it's submitted if that makes sense.
[CUSTOMER][NEUTRAL] I see, but once it's been submitted, I can't make any changes.
[AGENT][NEUTRAL] Correct unless you open it up, so like if you click on one of those invoices, um, it'll take a minute, but you should see billing details um so there'll be a drop down that'll list all of your employees, um, if you wanna let me know when you can see that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yep, I see that. So like I have, there's one employee, Gray, that's no longer with us since like December I think.
[AGENT][NEUTRAL] OK, so if you um click, do you see where it says open invoice?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So when invoices are in submitted status you can cancel it um by hitting open invoice and that'll open it back up and you can edit it um if you need to so if you want to open both of those back up and uh go to.
[AGENT][POSITIVE] and put in the due column put 0 and then put their termination date so then uh we can go ahead and get that policy terminated and it also takes it off your bill so you don't have to pay for it um or be issued a refund and I can actually add a credit if you want to open those invoices back up. I can add a credit for the month that you paid for that he was terminated.
[CUSTOMER][NEUTRAL] OK, um, so, uh, walk me through the process of moving the invoice back to open from submitted.
[AGENT][NEUTRAL] Yeah, so, um, click on the invoice and then do you see if you see where it says open invoice you'll just click that and it will open it, it'll put it back in your open invoices.
[CUSTOMER][NEUTRAL] Mm, I don't have that option, so I see under submitted invoices it has invoice amount to build submitted, print, and then payment type.
[AGENT][NEUTRAL] Uh, below like under where it says billing details, do you see that?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you see where it lists all of your employees um after you if you click on one of the invoices like February or March, click on it and then all of your employees will load um and you'll be able to see them.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, OK, OK, now I, yep, so I had to click on the submitted invoice and now billing details popped up.
[CUSTOMER][NEUTRAL] Um, and I see all the employees.
[AGENT][NEUTRAL] And in that little blue strip, you should see open invoice, print invoice, print coupon.
[AGENT][NEUTRAL] Do you see that?
[CUSTOMER][NEUTRAL] Um, I only have employees per page, print invoice and print coupon.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEGATIVE] I don't have the option of opening.
[AGENT][NEUTRAL] OK, so I can open it um back up if you'd like, but I need, I need a permission from the group. So do you want me to open these both back up so you can edit them?
[CUSTOMER][NEUTRAL] Um, yes, please, both of February and March.
[AGENT][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Open
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right, just opened back in February and let me do March.
[AGENT][NEUTRAL] OK, so if you refresh you should see both of those back in your open invoices and then I'll walk you through making the changes.
[CUSTOMER][POSITIVE] OK perfect yeah I see them now on the other side.
[AGENT][NEUTRAL] OK, so yeah, you'll click on one and then wait for that drop down to come and uh let me know when you see that and uh I can.
[AGENT][NEUTRAL] Show you how to do that.
[CUSTOMER][NEUTRAL] OK, so I'm clicking on the bill date 21.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which I assumed is the [PII], like the month of February coverage.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, it actually has 2 months. It looks like it's January and February in there.
[CUSTOMER][NEUTRAL] For some employees, so I'm in there twice. [PII] is in there twice. OK, alright, that makes sense, um, OK, so for [PII].
[AGENT][NEUTRAL] Yeah, so for [PII] you'll go to the due column and click in that and you'll put 0 and in the comments you'll just put the termination date you put terminated and then the date and I can go ahead and modify that and issue the credit right now.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] I did it, but there's not I don't have like a submit or anything. I'm not sure if it shows up on your end immediately.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, in that blue strip, um, do you see where it says save changes?
[CUSTOMER][NEUTRAL] Oh, yup.
[AGENT][NEUTRAL] Yeah, so you'll click that.
[AGENT][NEUTRAL] And then just do the same thing with the march invoice because I think that [PII] shows up on the march invoice as well.
[AGENT][NEUTRAL] And you can go ahead and put submit and press submit invoices um if you'd like once you've made those changes and it'll put it back in submitted status.
[AGENT][NEUTRAL] If you wanna let me know once you're finished with the March invoice, I'll refresh so I can get that termination process.
[CUSTOMER][NEUTRAL] OK, and question why is [PII]'s build amount higher than everyone else?
[AGENT][NEUTRAL] Um, it depends on her plan. Let me see.
[AGENT][NEUTRAL] What her plan
[CUSTOMER][NEUTRAL] Oh, it's probably just based on for coverage maybe.
[AGENT][NEUTRAL] Yeah, yeah, like if she has like family coverage or something like that and everyone else maybe has a different one, we also have like different plan levels so it may just be that I can look though and see.
[CUSTOMER][NEUTRAL] No, it's fine. I, I, she, she does have a family, so it makes sense.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so I saved the changes for both.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And I should now hit submit invoice for both?
[AGENT][POSITIVE] Yes, if, if, um, everything's correct now.
[CUSTOMER][NEUTRAL] OK, when I hit submit invoices that it asks um how I'm like it's just payment method. I could just do the the EFT right away.
[AGENT][NEUTRAL] Yes, if um the EFT, uh, that'll draft from your bank account.
[AGENT][NEUTRAL] Alright, so I see terminated.
[AGENT][NEUTRAL] 1220
[AGENT][NEUTRAL] 2024.
[AGENT][NEUTRAL] Did you already submit um for these.
[CUSTOMER][NEUTRAL] Um, um, I did submit for uh one of them, and I'm paying, it's, uh, I'm going through the process of paying.
[CUSTOMER][NEUTRAL] So it's kind of just thinking.
[AGENT][NEUTRAL] OK, because I see that you put terminated [PII], but I'm sure you meant [PII], so I'll just put one minute it's OK, um.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, OK, yeah, I, I, the one I'm doing right now I can I see that I did [PII], so that one's good. If you need me to edit the other one, I, I probably still can.
[AGENT][NEUTRAL] Uh, I can do it if you haven't submitted it, yeah. I just saved it, um, so it should be good.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Um, OK, so that one is there we go.
[AGENT][NEUTRAL] OK, so I need to deduct.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Can I go ahead and pay the, the [PII] already?
[AGENT][POSITIVE] Yeah, yeah, I saved uh the change. I put 2024 and saved it so it should be good.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And the soonest it could be paid is 324.
[CUSTOMER][NEUTRAL] Are we OK because the I can't make the payment doesn't allow me to make the payment as of today it's just as of Monday.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Um, wanna make sure that we won't, uh, like default or anything.
[AGENT][NEUTRAL] Uh, yeah, and I'm sorry, did you already, let me see.
[AGENT][POSITIVE] Oh, you removed it so well.
[AGENT][NEUTRAL] Uh, did you already submit the February invoice?
[CUSTOMER][POSITIVE] I'm doing it right. I'm submitting the payment right now.
[AGENT][NEUTRAL] Can you pause, wait just a second, because I want to add that credit um for uh gray really quickly to deduct that from your total.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] It doesn't allow me to cancel it.
[AGENT][NEUTRAL] Oh, do you wanna open it?
[CUSTOMER][NEUTRAL] It's already submitting the payment.
[AGENT][NEUTRAL] Uh, what, where it says the [PII], do you wanna, um, can I open that back up and apply the credit really quickly?
[CUSTOMER][NEUTRAL] Oh sure, sure, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, I should have I should have mentioned that before I had you submit them. I completely forgot. I'm so sorry. Alright, so I'm just gonna open this back up.
[CUSTOMER][POSITIVE] No worries, no worries.
[AGENT][NEUTRAL] There we go. Alright, so now that's saved and if you wanna refresh and then just resubmit that March invoice one last time, um, and you should see your total is 44149 because I added that credit um for January for gray.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 441 49. Perfect. OK, so I'm gonna go ahead and submit that payment.
[CUSTOMER][NEUTRAL] Um, and so do I need to go in here every month and submit a payment?
[AGENT][NEUTRAL] Um, I, you may need to ask your broker because typically, uh, yeah, yes, for groups, but I know [PII], which he was your broker specifically, he.
[AGENT][NEUTRAL] He usually handles that, um, but, uh, it's good to, I would say for the group to go ahead and go in here every month because it doesn't look like he makes changes. He usually has this like refund. So if you can do like how we did today where he does have terminations or additions, um, you can like modify it before it's paid so we don't have to worry about the delay of processing a refund for like a month or two later if that makes sense.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah it does it does um so when are the invoices posted like when do you say I should come in here and review?
[AGENT][NEUTRAL] Every month, um, the Monday after the [PII].
[AGENT][NEUTRAL] So like April will be posted on.
[CUSTOMER][NEUTRAL] The Monday after.
[AGENT][NEUTRAL] Yeah, so like Monday is when your April invoice will be available.
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][POSITIVE] Perfect. So I
[CUSTOMER][NEUTRAL] OK, so I should make just a point of reviewing it by like the the last day of the month that way I can submit any changes by then.
[AGENT][NEUTRAL] Yeah, because, um, uh.
[CUSTOMER][NEUTRAL] When is the due date?
[AGENT][NEUTRAL] There it's uh the [PII] of every month. So, uh, like after the [PII], then this invoice would be considered overdue and that's when you would get like a notice like you may probably got this month.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, so as long as it's done before the [PII], then you won't get any notices or anything like that, um, and also it's good since you know how to do this now you can make sure that it's submitted by the due date so you don't get any more overdue notices.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yep, yep, for sure.
[AGENT][POSITIVE] Yeah, and I'll also send you a guide to your email, uh, if you'd like just because it gives gives more information on like how to navigate and make changes in the portal, um, because you can even modify, do like enrollments and stuff like that through this online portal, and I'll send you a guide that shows you how to do all of that.
[CUSTOMER][POSITIVE] Um, OK, perfect.
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][POSITIVE] OK, yeah, that would be great. Thank you so much.
[AGENT][POSITIVE] No problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, that'll be all. Thank you for all your help.
[AGENT][POSITIVE] No problem. It was a pleasure. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye.