AccountId: 011433970860
ContactId: 36cdcc64-2c32-461e-941a-606b37b68d61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 379869 ms
Total Talk Time (AGENT): 206488 ms
Total Talk Time (CUSTOMER): 110465 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/36cdcc64-2c32-461e-941a-606b37b68d61_20250305T21:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um Miss [PII] on the phone and she's with group number 16497.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she is calling because she has had a member pass away and she needs to remove them from the group.
[AGENT][POSITIVE] OK, alright, I can help her with that. You can send her to me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thank you [PII] bye bye. Oh, and the number she's calling from is a good call back and she did verify. OK bye bye.
[AGENT][POSITIVE] Uh huh no problem bye bye.
[AGENT][POSITIVE] OK good OK good thank you.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with Ms. [PII]?
[CUSTOMER][POSITIVE] Oh yes you are.
[AGENT][NEUTRAL] Hi, Mr. [PII], how are you doing today?
[CUSTOMER][NEUTRAL] Good and you?
[AGENT][NEUTRAL] Good, I'm doing well thank you um so I have your group information pulled up and I understand that you were wanting to call to remove someone from your invoice is that right?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK, um, can you give me the name of the member please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And what should that effective date be um for there?
[CUSTOMER][NEUTRAL] [PII], it just happened.
[AGENT][NEUTRAL] OK, OK, let's see.
[AGENT][NEUTRAL] OK, so, um, it looks like your um invoice has been submitted already um I'm actually able to since it hasn't processed yet I can open that up for you if you'd like for us to adjust it to remove his premium from March.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Alright, it's 1 million. Hold on a second for me. Can you hold on a second for me, please?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, yes ma'am.
[CUSTOMER][NEUTRAL] I am sorry, uh, I did process the March bill already and I paid it so all I need to do is that if you can give me an adjustment on the April bill.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, OK, so, um, normally we don't have like right now we don't have the April bills ready yet, so if that premium process, um, if that payment processes, then we'll have to issue a refund, um, it hasn't processed yet, so I can open it back up and you can make the change if you'd like to do that to remove his premium and go ahead and credit it.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] I think I did. I think I did, but I don't know if it went through.
[AGENT][NEUTRAL] Right, it's not scheduled until tomorrow.
[CUSTOMER][NEUTRAL] But did you see the termination?
[AGENT][NEUTRAL] Um, let me see, I don't see on the invoice. Let me, um, check his policy real quick.
[CUSTOMER][NEUTRAL] Cause I did put it through.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, no, I'm not seeing anything on his policy yet, um.
[AGENT][NEUTRAL] So I can open that invoice up for you if you'd like to go ahead and remove him and take that credit um so that you're not paying for the March premium.
[CUSTOMER][NEUTRAL] OK, go ahead and do that, but the question is I tried doing it myself and it says to call you guys that I was not able to do it.
[AGENT][NEUTRAL] Right, I'm gonna walk you through how to adjust your invoice and so that way you can remove it you can zero out his premium um so that you're not paying for it. Let me open it up real quick and so that's gonna cancel your payment and so when you make this adjustment you can resubmit your payment so.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's get that opened up. OK, I've got it opened up, um, so do you have that invoice, um, if you refresh?
[CUSTOMER][NEUTRAL] Let me open.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just exit out so let me do it.
[AGENT][NEUTRAL] And it's
[AGENT][NEUTRAL] OK, and it should be open now so you can make changes to it and once you get that open I'll um walk you through how to do that.
[CUSTOMER][NEUTRAL] OK, open the invoice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I have the invoice, mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so once you open it up, um, if you'll go to [PII], um, premium due, it's that second box you can actually click in that box and change it to a 0.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The one that says 2 OK 0 OK.
[AGENT][NEUTRAL] Uh huh and then and then in your comments put um his termination date like when his policy should end and we can get that processed and that way you're not paying for March um and we can go ahead and terminate the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then if you'll save that.
[AGENT][NEUTRAL] You should have a revised total now in the on the right side you should see um a new total due.
[CUSTOMER][NEUTRAL] Mm, on which side? OK, 490,260, yes, I see that. So do I submit the invoice?
[AGENT][NEUTRAL] Yes ma'am. OK.
[AGENT][NEUTRAL] Yes, so now, um, if you've saved it you can go ahead and submit it and reprocess that scheduled payment, um, you should still be able to schedule it for tomorrow.
[CUSTOMER][NEUTRAL] Mm a meeting.
[AGENT][NEUTRAL] OK, and I'll just refresh too to make sure I can see that.
[AGENT][NEUTRAL] OK, yes, I can see your change here and I can see that it has been submitted for a scheduled payment for tomorrow.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, appreciate it. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, you've been very helpful thank you.
[AGENT][POSITIVE] OK, yes ma'am, you're very welcome. Well thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Uh huh bye bye.