AccountId: 011433970860
ContactId: 34553949-dc36-4f35-ad1c-cd35ef46f41c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2159479 ms
Total Talk Time (AGENT): 629002 ms
Total Talk Time (CUSTOMER): 945223 ms
Interruptions: 7
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/34553949-dc36-4f35-ad1c-cd35ef46f41c_20250325T15:12_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] How are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm all right thank you. So I have um the admin for group 22498.
[CUSTOMER][NEUTRAL] On the line.
[CUSTOMER][NEUTRAL] And he was calling because he's received um.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] An email notifying him that you know his payment is due. however, it's not he doesn't see anything when he's locked logged in. I did not tell him this, but it does show this group has lapsed as of [PII].
[CUSTOMER][NEUTRAL] But the group number is 22498.
[AGENT][NEGATIVE] Yeah, I don't know why he got that order, um.
[AGENT][NEUTRAL] It's the, yeah, the temps are sending out we have temps for some billing team and they're sending out overdue notices and they're supposed to check um.
[CUSTOMER][NEUTRAL] Or email whatever what.
[AGENT][NEUTRAL] Like, uh, OSC and stuff before they send it, but.
[AGENT][NEUTRAL] Yeah, um, I can talk to him if you'd like.
[CUSTOMER][NEUTRAL] Who's doing that? I'm sorry, but you kind of went out on me who, who.
[AGENT][NEUTRAL] No, it's OK. It's uh the [PII].
[CUSTOMER][NEUTRAL] Yeah, who's sending what out again? Say that.
[AGENT][NEUTRAL] The temps that we have working in with billing, um, yeah, they're supposed to be checking OSC but
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] We were getting a lot of calls and emails about um like notices like this going on error. So uh if you wanna tell him it was sent by an error, you can or.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I've gotten a lot of billing calls recently, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it feels to 6 months because he said he knows that the payments are due. The last one he made, he said was [PII], and that was for January, February, I'm sorry, December, January and February, so he knows that there's one due, but.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And those
[AGENT][NEUTRAL] Yeah, that was his last invoice. They don't have any invoices do you like if, um, the tests looked in OSC they would have seen there there weren't any invoices open, but I don't really know what's going on there. But if you want me to explain it to him, I can, or if you wanna just tell him that it was sent in error.
[CUSTOMER][NEUTRAL] Yeah, but I don't know that that group, but I don't, yeah.
[CUSTOMER][NEGATIVE] And I don't know, like I said, this group is showing as lapsed, but I didn't get the impression that it should be.
[CUSTOMER][NEUTRAL] It says it was last in February, like 5 days after he paid.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it's, oh, it may be a different group number. Let me see, 80123.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 22498 is what he gave me and that's what I was looking at.
[AGENT][NEUTRAL] Yeah, I think they have a new card number.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yeah, that's what in the notes it says they have a new group number 83123.
[CUSTOMER][NEUTRAL] I see it. I'm just, I'm in there now. I was about to make my notes so I didn't I not seen that, but anyway.
[AGENT][NEUTRAL] Yeah, if you wanna send them over, I can talk to him.
[CUSTOMER][POSITIVE] OK. Well, thank you, [PII]. I appreciate it and I hope you have a good day if I don't talk to you again, but at this rate, I probably will.
[AGENT][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] All right. Well, here comes [PII] then. I mean, and he is [PII], but he goes by [PII].
[AGENT][NEUTRAL] OK and you said his name is [PII]. All right, got it.
[CUSTOMER][NEUTRAL] Yeah, I mean if you'll see the admin's name is listed as [PII], but I mean that's just the Spanish name [PII] is what he goes by for English.
[AGENT][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] So it's the same person is what I'm saying, OK?
[AGENT][POSITIVE] OK, got it. Thank you.
[CUSTOMER][POSITIVE] All right. Well, thank you, ma'am. Here he comes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] This is [PII]. Who am I speaking with?
[AGENT][NEUTRAL] Um, my name is [PII]. I'm in the billing department.
[CUSTOMER][NEUTRAL] OK, [PII]. All right, [PII]. Hi, how are you this morning?
[AGENT][POSITIVE] I'm doing well. I understand that you uh received a notice um saying that you um paying overdue.
[CUSTOMER][NEUTRAL] Yeah, then
[CUSTOMER][NEUTRAL] The normal, the normal, the normal payment billing that I, I get every month.
[CUSTOMER][NEGATIVE] And then when I go into paying it says you have no open invoices which I should have opened an invoice.
[AGENT][NEUTRAL] Yeah, um, I know why that's happening. Do you remember, um, when you, uh, your group got a new group number?
[CUSTOMER][NEUTRAL] When, when, what, can you repeat that again? You said what?
[AGENT][NEUTRAL] Yeah, your invoice, do you have your invoice with you?
[CUSTOMER][NEUTRAL] Well, it's it's in the system here.
[AGENT][NEUTRAL] Um, do you have an invoice for March with you?
[CUSTOMER][NEUTRAL] It's just it
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, because um.
[CUSTOMER][NEUTRAL] No, I, I, what I, what I receive what we receive or I receive month to month through the years is just a notification that your billing is up so I click here and I sign in and very simple.
[CUSTOMER][NEUTRAL] It'll show the billing.
[CUSTOMER][NEUTRAL] And uh oh right now it's telling me loading invoices.
[CUSTOMER][NEUTRAL] Did you do something on your end?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, um, well, no, I'm, uh, saying the reason that you're not seeing it is because, um, you have a new group number, um, because I'm showing in the notes that on [PII], um, it looks like they had a conversation with you or maybe it was someone else if you're if you don't remember it, um, but it says the group was moved to AVMed, um.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Is the group number 80123.
[AGENT][NEUTRAL] And it looks like you were using a 22498 which would have been your old group number.
[CUSTOMER][NEUTRAL] Hm, I, I wasn't, I wasn't aware of that.
[CUSTOMER][NEUTRAL] I was out as a matter of fact, on [PII].
[AGENT][NEUTRAL] OK, so is there someone else maybe like in your accounting or something like that that they may have um.
[AGENT][NEUTRAL] Talked with
[CUSTOMER][NEGATIVE] No, no, nobody here in my no one here in my office would touch, touch this at all.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] In other words, the group number has changed or
[AGENT][NEUTRAL] Yeah, it says let me see.
[CUSTOMER][NEUTRAL] Did you say something of Ahmed?
[AGENT][NEUTRAL] Yeah, AvMed or AVMed is what it says let me.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Admed is our regular group plan and this, this you guys are the.
[CUSTOMER][NEUTRAL] Uh, like the gap insurance.
[AGENT][NEUTRAL] Yeah, so it looks like someone from your office um talked to one of someone in um maybe probably would have been our broker resources department. It may have been [PII] um that talked, but
[CUSTOMER][NEUTRAL] [PII], yeah, [PII] [PII] is the, uh, [PII]'s actually the agent who, who did the, does the insurance.
[AGENT][NEUTRAL] Yeah, so someone, uh, communicated that you wanted your billing to align better with AvMed, um, so that's why we ended up during your renewal, your last renewal, we changed, uh, it looks like they changed your, um, group. They had to create like a new group basically, um, in order to get your billing schedule, um, on the same.
[CUSTOMER][NEUTRAL] OK, that.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Yeah, but I never, you know, honestly, honestly, I, I never requested that to me it, it makes no difference. First of all, the app that they pull it off my checking account and then on yours I pay it through the same checking account. In other words, but I pay it from here and you all have the information there, so I don't know what what prompted this.
[AGENT][NEUTRAL] It may have been [PII] because [PII] is very hands on with his groups and he handles a lot um for his groups like to make things easier and stuff um like he's probably the most active and hands on agent that we work with, so I wouldn't be surprised if [PII] um is the one that requested it maybe to make it easier for you guys, um, but I, I don't wanna say for sure, but what, um, whoever we spoke with.
[CUSTOMER][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've known [PII] for a bunch of years.
[AGENT][POSITIVE] Yeah, he's, he's very, he's very helpful, um, and I, I wouldn't surprise me if he did that to make things easier for you guys.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] That son of a, I, I, I can easily say, [PII], you son of a gun.
[AGENT][NEUTRAL] He may have done that.
[CUSTOMER][NEGATIVE] What have you created here? Here I, here, here I am, your client, and, and I want to pay and I can't pay. What do you?
[AGENT][MIXED] Yeah, but I do, I so the only issue is that
[CUSTOMER][NEUTRAL] No, you know, you, and, and if you, no, if you wanna laugh, I, um, in the month, I think of, let me see.
[CUSTOMER][NEUTRAL] Let me see here. The the policy it comes up for renewal, OK? So I say this is like early December, so I had paid I believe November, and nothing happened in December.
[CUSTOMER][NEUTRAL] I will get a bill.
[CUSTOMER][NEGATIVE] And then I called and I spoke to a [PII] lady in your billing department. He says, no, no, this policy is working on the renewal, don't worry, you don't have to pay, etc. That was the [PII]. On the [PII], since I didn't hear anything else, I called again and coincidentally the same young lady came up and, and I said, look, you know, I'm concerned, I haven't paid, you know, and no, no, it's, it's in the renewal.
[CUSTOMER][NEGATIVE] By the [PII], I was like, what the heck's going on? And I called and I spoke to a carry, and I explained to her, look, I, I haven't paid for like 22 months, 3 months.
[CUSTOMER][NEUTRAL] And then finally,
[CUSTOMER][NEUTRAL] I get the billing on the [PII] of, you'll see the the [PII] I pay December, I pay January and I pay [PII], so that way I can relax. I paid the 3 months. So now when this comes up, I say, I wonder if that created a problem in the in the system.
[CUSTOMER][NEUTRAL] Hm, I don't know.
[AGENT][NEUTRAL] Yeah, no, that's actually a standard procedure whenever your group is in renewal, um, just because there's usually a rate increase, um, so like maybe, uh, your broker, they'll like negotiate rates, um, to try to get it either to not increase or to only increase a certain amount or maybe offer new products. So there's a lot of changes that comes up during your renewal. So that's why we don't bill you while your group is in the renewal stage, um, just because we don't know what your rates are gonna be yet.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I was freaking out.
[AGENT][NEUTRAL] Oh, sorry, can you hear me?
[CUSTOMER][NEGATIVE] Yeah, and I'm concerned because something happened. So yeah, I, I can hear you. I, I get concerned because, you know, when one of my employees gets hurt or something.
[AGENT][NEUTRAL] OK, yeah, but um, yeah, that's what.
[AGENT][NEUTRAL] Yeah, so that's why you don't get billed while you're.
[CUSTOMER][NEUTRAL] OK, so how do we, how do we do here? What do we do here now?
[AGENT][NEUTRAL] Um, you just, uh, your new group number is 80123, so, um, let me see if you have an.
[CUSTOMER][NEUTRAL] Let me put it down here. Let me write it down. 80123. Group.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Number OK new effective.
[AGENT][NEUTRAL] OK, yeah, and it looks like you don't have uh an OSC account created yet for this group, so you'll basically just have to create a new account and you can even still use the same information that was in your old account.
[AGENT][NEUTRAL] But you'll have to create a new account so you can get logged in and stuff and if you do you remember how to do that or did you need me to walk you through it?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If you stay on the phone with me, I'd feel better. So let me, what do I do, just X out of here?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, log out and you'll on the home page you'll go like you're creating something new.
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Here, here's.
[CUSTOMER][NEUTRAL] OK, yeah, the email basically is the standard email from you guys and click here to log in, but no, I should then click where it says hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Click here to set up your account today. Maybe I should hit that one?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's like starting, OK, hold on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, it, it
[CUSTOMER][NEUTRAL] It takes me to.
[CUSTOMER][NEUTRAL] No, it, it takes me back to where I was.
[CUSTOMER][NEUTRAL] Where it says you have no open invoices.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Did you, did you log out of your account first?
[CUSTOMER][NEUTRAL] Maybe I should just X out.
[CUSTOMER][NEUTRAL] Yeah, that's what I should do. Let me, let's log out completely hold on.
[CUSTOMER][NEUTRAL] And let's um.
[CUSTOMER][NEUTRAL] OK, where do I, now I don't know what to do, click where?
[AGENT][NEUTRAL] OK, so you're, you're logged out, right?
[CUSTOMER][NEUTRAL] I have the email
[CUSTOMER][NEUTRAL] Yeah, I'm logged out and I have just, I'm working on clicking.
[AGENT][NEUTRAL] OK, so now go back to the log in to the register a new account screen or whatever that link was.
[CUSTOMER][NEUTRAL] I hope it'll clear it up because it didn't clear it out before, let's see.
[CUSTOMER][NEUTRAL] OK, no, it takes me back to my account.
[CUSTOMER][NEUTRAL] Bill Heig Insurance Agency.
[AGENT][NEUTRAL] OK, and you said you like logged out of the actual OSB account like where it says like your profile or whatever you went and clicked there and click log out.
[CUSTOMER][NEUTRAL] Let me, let me
[CUSTOMER][NEUTRAL] Mhm, yeah, yeah, yeah, yeah. I just go, I just, yeah, I just go back to just the email that I got to sign in. Let me do something I have you on my favorites, maybe that'll work better. Give me a second.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let's go through the favorites, not, not go through your email.
[CUSTOMER][NEUTRAL] Which is what I use.
[CUSTOMER][NEUTRAL] To begin with, where are you APL?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] APL
[CUSTOMER][NEUTRAL] There you.
[CUSTOMER][NEUTRAL] [PII] secured.
[CUSTOMER][POSITIVE] As the pretty girl.
[CUSTOMER][NEUTRAL] No, it, it, it, it takes me back to.
[CUSTOMER][NEUTRAL] Do the same thing. Welcome Bill Healing insurance agencies. You have no open invoices.
[AGENT][NEUTRAL] OK, and do you see anything that says
[CUSTOMER][NEUTRAL] Log out. Let me log out.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Are you, OK, so just to make sure you're logging out of your actual online service and account like you're going to your my profile, my account, and then going to sign out and log out.
[CUSTOMER][NEGATIVE] No, I'm, no.
[CUSTOMER][NEUTRAL] I'm not there. I'm like where the the young lady is and it says to log in new user, maybe I should hit new user.
[AGENT][NEUTRAL] Yeah, uh, now, um let me see.
[CUSTOMER][NEUTRAL] It's online service center. Welcome Online center provides 24/7. Download ID cards, file claims, questions, contact us, which is what I'm doing and then it says uh log in, but log in it's gonna recognize me.
[CUSTOMER][NEUTRAL] Maybe maybe hit log in.
[AGENT][NEUTRAL] Yeah, it's hard because I can't see or see what you're looking at um but yeah it's try hitting log in.
[CUSTOMER][NEUTRAL] Let's see what happens.
[AGENT][NEUTRAL] Um, and it may be like.
[CUSTOMER][NEUTRAL] Yeah, log in and then it ask me for you.
[CUSTOMER][NEUTRAL] User name is asking username and a password which I have.
[AGENT][NEUTRAL] OK, so, so you need to, you're gonna have to create a new one, so if there's anything that create a new account or like forgot pass oh no forgot password.
[CUSTOMER][NEUTRAL] Yes, yes, forgot or reset password.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And you don't see anything that's like create a new account register new account, anything like that?
[CUSTOMER][NEUTRAL] Register now. I said, yes, it's a Welcome online service center provides 24/7, helping you manage your coverage anytime, anywhere. Register now to download ID cards, etc. So,
[AGENT][NEUTRAL] Yeah, click register now.
[CUSTOMER][NEUTRAL] Let's say
[CUSTOMER][NEGATIVE] But it's, it, it, it, it's not a place to click, it's just explains register now too, so.
[CUSTOMER][NEUTRAL] It has the uh the what I see here on top says log in username password, submit and then underneath forgot or reset password.
[CUSTOMER][NEUTRAL] Did we do that?
[CUSTOMER][NEUTRAL] Let's, let's, let's say forgot a reset password.
[CUSTOMER][NEUTRAL] Let's see what happens. Enter your username. OK, let's, it's [PII].
[AGENT][NEUTRAL] Uh, so don't do that because it'll, that's just gonna log you back into your old account. Um, you have to actually register your new account, um.
[CUSTOMER][NEUTRAL] Let's see what happens.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Through what website? A different website?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] No, it's the same website it's just I, I, it's hard to to.
[AGENT][NEUTRAL] Because I can't see your screen, um, in the email, can you go back to the email and click the link, um, now that you've actually logged out.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Yeah, the email is the standard one that we received your most recent invoice is now available online for viewing and reconciliation for easy access, click here, which is what I did, and then it takes me to sign in, which I signed its online service center account help us go green if you're still receiving paper invoices and you would like to go paperless, click here.
[CUSTOMER][NEUTRAL] You must have an active OSC account to sign up for electronic invoices. Click here to set up your account today. There's, I, uh, and that's what I did before. I clicked there and it recognizes me.
[AGENT][NEUTRAL] Yeah, that's what you want to click.
[AGENT][NEUTRAL] Um, can you, now that you're logged, yeah, because you, it looks, you probably weren't logged out of your actual account that time, but now that you're actually logged out, try clicking that and it should let you create a new account.
[CUSTOMER][NEGATIVE] No, now it's not recognizing.
[CUSTOMER][NEGATIVE] I'm gonna put you on speaker so I can type a little better. Hold on because I'm a lousy type of phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, alright, what do I do with the username? New new user. It says up the top has the pretty girl in yellow. It says new user, user name password. So what should I hit new user.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] New users
[CUSTOMER][NEUTRAL] OK, which role best describes you? I'm an individual with APL insurance policy. I'm an employer or group who offers run to my employees. That's it. Next, I think, I think this is the way to go, Brand. Hold on.
[CUSTOMER][NEUTRAL] I'm the agency principal.
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] Group number, let me put in the group number now 801.
[AGENT][NEUTRAL] 23.
[CUSTOMER][POSITIVE] I think this is gonna do it.
[AGENT][POSITIVE] Yeah, that's, you're at the right place now.
[CUSTOMER][NEUTRAL] And my zip
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Now my zip code's [PII].
[CUSTOMER][NEUTRAL] [PII] my phone number let me put it here.
[CUSTOMER][NEUTRAL] Yeah, this is like starting new like you said hold on.
[CUSTOMER][NEUTRAL] Alright [PII].
[CUSTOMER][NEUTRAL] Miami
[CUSTOMER][NEUTRAL] Email on record.
[CUSTOMER][NEUTRAL] The Bill
[CUSTOMER][NEUTRAL] I feel no big.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's the state of [PII], where are you?
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] It's searching
[CUSTOMER][NEUTRAL] Wait until I speak to [PII].
[CUSTOMER][NEUTRAL] I'm gonna pull his ears.
[CUSTOMER][NEUTRAL] Alright, thanks. Verification has been sent to the email address we have on record. Alright, let's check it out.
[CUSTOMER][NEUTRAL] Hasn't the email hasn't come in yet.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Do you have the my checking account um.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Um, routing symbol and the account number there?
[AGENT][NEUTRAL] Um, it's in your old account. Uh, you may have to reenter it, but we'll see once you get logged in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, yeah, that's
[CUSTOMER][POSITIVE] Thanks for holding on.
[AGENT][POSITIVE] No problem, no problem.
[CUSTOMER][NEUTRAL] I haven't received the email yet.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] I actually.
[AGENT][NEUTRAL] Um, can I.
[AGENT][NEUTRAL] I can generate one and send it to you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Did you get the email from the system yet?
[CUSTOMER][NEUTRAL] I didn't quite hear you.
[AGENT][NEUTRAL] I'm sorry, did you get the email from the system yet with your verification code?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. I am, OK, I, uh, manually uh generated one and sent it to you and make sure when you get this one that you just copy and paste the verification code cause it is case sensitive.
[CUSTOMER][NEUTRAL] No, I have
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me get you step off my desk for a second. I'll be right back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] Well I get that.
[CUSTOMER][NEUTRAL] with.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I like it.
[CUSTOMER][POSITIVE] I, I like it I kid.
[CUSTOMER][NEUTRAL] All right, click on it.
[CUSTOMER][NEUTRAL] No, on it.
[CUSTOMER][POSITIVE] Highlighted
[CUSTOMER][NEUTRAL] Copy.
[CUSTOMER][NEUTRAL] Or where you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] I'm there now.
[AGENT][NEUTRAL] All right, so you got the verification code that I sent you and you have it entered and everything.
[CUSTOMER][NEUTRAL] Bre
[CUSTOMER][NEUTRAL] Yeah, I copy and paste it in and now I'll hit next.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'll hit next.
[CUSTOMER][NEGATIVE] And the first of furniture you entered is invalid. Please check your email and try again.
[AGENT][NEUTRAL] And you just copied and pasted just the verification code, right?
[CUSTOMER][POSITIVE] Yeah, let's try it again.
[CUSTOMER][NEUTRAL] Now it's
[CUSTOMER][NEUTRAL] OK, create your your your account um.
[CUSTOMER][NEUTRAL] And I'm gonna now work on my password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Next, I already got all the information.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Can I see?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's highlighting the password.
[CUSTOMER][NEUTRAL] Oh, I have read it except license makes, I guess they didn't like the the password.
[AGENT][NEUTRAL] Um, what are you, what error are you getting?
[CUSTOMER][NEUTRAL] Let me create a new password. It's [PII].
[CUSTOMER][NEUTRAL] They I guess they want me to use a symbol and one of those here we go. Let's let me start again.
[AGENT][NEUTRAL] What error are you getting?
[CUSTOMER][NEUTRAL] No, it's, it's just, it's in red. The actual password and confirmed password is in red, like it didn't like it. Let me just add a little, little salt and and vinegar on it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see what happens.
[CUSTOMER][NEUTRAL] It took
[CUSTOMER][NEUTRAL] Oh my god, an account already exists with that user name.
[AGENT][NEUTRAL] Yeah, that because, um, probably is uh because you're um old group number, so you'll have to create a new username.
[CUSTOMER][NEUTRAL] Let's use a
[AGENT][NEUTRAL] Add a 1 or a 0 or something.
[CUSTOMER][NEUTRAL] Let me, let me put it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's what I wanna do. I wanna, I put my I I use my name.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] I'll give it a little number.
[CUSTOMER][POSITIVE] It's happy what I did. I think it's cooking.
[CUSTOMER][NEUTRAL] I put [PII] and then uh a fancy number like [PII], which is my age.
[CUSTOMER][NEUTRAL] I'm an old man.
[CUSTOMER][NEUTRAL] It's cooking. I don't know let's see, we suggest using a general.
[CUSTOMER][POSITIVE] Your account has been successfully created, oh dear [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So let's
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] What do we do with the money?
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] So now, if you go to your profile, you'll probably have to enter your bank information again. Um, it may still be there cause it's in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But I would just double check.
[CUSTOMER][NEUTRAL] Let me write down the password and then I'll forget.
[CUSTOMER][NEUTRAL] I haven't spoken to yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It recognizes Bill Helig Insurance Agency and then it's saying loading invoices.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I hope it I hope it works. Oops, there has been an error.
[AGENT][NEUTRAL] Yeah, I think it should, because I do see that your bank information is already in there. So you should be able to just pay like normal.
[AGENT][NEUTRAL] But we'll see here.
[CUSTOMER][NEGATIVE] It says looks like we're experiencing technical difficulties. If you continue to experiencing issues, please contact customer service.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Dear [PII].
[CUSTOMER][NEUTRAL] There it is, it popped up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got 2.
[AGENT][NEUTRAL] You should see March and April in there for 269-13 it looks like.
[CUSTOMER][NEUTRAL] So what do I do? Pay March now and April or?
[AGENT][NEUTRAL] No, you can pay April whenever um the invoices are um considered late after the [PII] of the month, so your, um, April invoice won't be considered late until after [PII].
[AGENT][NEUTRAL] But your March invoice is the one that's overdue.
[CUSTOMER][NEUTRAL] OK, so pain
[CUSTOMER][NEUTRAL] Yeah, see, that's, that's what I'm saying that I'm not getting, I got the billing yesterday.
[CUSTOMER][POSITIVE] Alright, let's pay it.
[CUSTOMER][NEUTRAL] Now what happens with the uh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Wonder if it'll recognize the check.
[AGENT][NEUTRAL] It should.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] One time electronic funds transfer, OK, next.
[CUSTOMER][NEUTRAL] It it has the account number.
[CUSTOMER][NEUTRAL] What I'll do is I'll pay this one now and then in a couple few days I'll pay the other one.
[AGENT][NEUTRAL] OK, yeah. That's uh no problem. Like I said, you'll just get an overdue notice if it's um after the [PII] cause those are just automatically like system generated and then uh they're sent out, but there's not like any late fees or anything like that. So, um, just as long as it gets paid, um, probably before like May, um you're, it'll, that'll be fine, but yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I pay on the spot like that's what I'm saying I I pay immediately once I get this to get it off my desk.
[AGENT][NEUTRAL] Yeah, now you have your account you should get those notifications every month, um, like you were before when your invoice is ready but it probably just wasn't sending those out um since it wasn't communicated to you that you had a new group number um so I apologize for that, um, but yeah, we got everything squared away now and uh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, let me make sure that that it goes through because it's still cooking.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The payment
[CUSTOMER][NEGATIVE] It hasn't finalized.
[CUSTOMER][NEUTRAL] But I need to update the uh.
[CUSTOMER][NEUTRAL] Yeah, it, it went through.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][POSITIVE] It went through. OK, good. So I think I'm, I'm squared off now. OK. Thank you for your time and help and patience.
[AGENT][POSITIVE] No, it's absolutely no problem. I'm happy to help you. Um, is there anything else that you need while you have me on the line?
[CUSTOMER][NEGATIVE] Yeah, if you speak to [PII], I'll tell him I wanna kill him.
[AGENT][NEUTRAL] I mean, I, I don't wanna say for sure that it was him, but, um, like I said, it wouldn't surprise me, um, if he did it, and I know for a fact if he did it to be helpful because in the notes it does say um just to align with AvMed who's your your master provider, um, so I think he just did that to make billing easier for you guys but it may have just slipped through to notify you of that.
[CUSTOMER][NEGATIVE] Whatever the heck you did.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah. We do
[CUSTOMER][POSITIVE] We go back in the years, so I have confidence with him that I can tell him off.
[AGENT][NEUTRAL] Yeah, tell him next time he makes a change so to let you know.
[CUSTOMER][NEGATIVE] Dude, let me know what the heck you're doing. Look at, I hear you got me suffering here. I'll suff uh now, I'll sue him for pain and suffering.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You have a good rest of the week.
[AGENT][POSITIVE] No problem. It was a pleasure to see you. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. You too. Bye.
[CUSTOMER][POSITIVE] Take care bye bye.
[CUSTOMER][POSITIVE] They carry out so well for.