AccountId: 011433970860
ContactId: 88960eb4-500a-430a-8b33-2d7f10e04540
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 400929 ms
Total Talk Time (AGENT): 238122 ms
Total Talk Time (CUSTOMER): 158848 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/88960eb4-500a-430a-8b33-2d7f10e04540_20250226T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII], and I am calling on behalf of Florida Pro Health Inc.
[CUSTOMER][NEUTRAL] Uh, we started a policy, um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Back in February and I realized when I went to pay the invoice and now again that um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That there is an employee that was not supposed to be on that policy. I, uh, I already reported this to, um, our broker, but I wanted to know if I can fix it myself, if I mean if you can help us fix it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah I can definitely help you take a look at that um can you give me your group number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, give me one second. I was trying to do something else here and I left the website 26942.
[AGENT][POSITIVE] Sure, no problem.
[AGENT][NEUTRAL] OK, 269-42. OK, [PII], I've got Florida Pro Health pulled up. Can you just verify with me please the group address and the email address?
[CUSTOMER][NEUTRAL] Yes, the email address is my address, which is uh [PII], and the address is [PII].
[AGENT][NEUTRAL] OK, thank you, um, and is a good callback number for you, the number you're calling from that ends in [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much for verifying that information um and I understand that you're calling about um a member on the invoice that should not be there, so let me pull up that invoice and we'll look at that and see if we can get that um corrected for you. So let's see.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Well, thank you so much.
[AGENT][NEUTRAL] Yes, ma'am. OK.
[AGENT][NEUTRAL] So who's the member that should not be listed?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, I see them listed here um so you can actually correct that on your March invoice um so can can I walk you through how to do that? Are you able to um pull up the website up?
[CUSTOMER][NEUTRAL] Yes, yes, go ahead, go ahead, go ahead. I tried but I couldn't. I'm here online.
[AGENT][NEUTRAL] OK, so if you
[AGENT][NEUTRAL] OK, so um I'll help you adjust your bill um so if you will um open up your March bill and the billing details should populate below and if you'll go to the bottom where the policy is and you can go over to the due amount and if you click in that box you can change that due amount to um let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just put a minus in front of it so you can take credit for the last month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, give me, give me one second here, um, OK, I'm here on the billing details on the invoice billing details, so from here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if you.
[AGENT][NEUTRAL] Go to the bottom and find Mendoza, OK.
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEGATIVE] And so they shouldn't have had.
[CUSTOMER][NEUTRAL] On the 2nd page, it's, it's on the 2nd page, OK.
[AGENT][NEUTRAL] OK, and so they shouldn't have had coverage for February, right?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] They shouldn't have had any, OK.
[CUSTOMER][NEUTRAL] No, no, no January nor February, yeah.
[AGENT][NEUTRAL] OK, so let's looks like um.
[AGENT][NEUTRAL] Yeah, I, I show the group started in February, so, um, to take credit for that February month, put a minus in front of it so it will reflect as -104.49.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, a minus, OK, where it says do?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, click in the do box and you can put a minus in front of that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then go over in the comments and just leave a comment, you know, whatever um you know if they terminated or if they're not an employee or or just let us know you know um and then you can save your changes.
[CUSTOMER][NEUTRAL] OK, she's not terminated. She's just, uh, working as a contract employee. She's no longer a W-2 employee.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you can just put should not have coverage.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK perfect should not have.
[AGENT][NEUTRAL] OK, and then if you'll go back um to the top, it should be on a blue line I believe you should see a save changes button if you'll save those changes then I'll be able to see that and I can make sure that I canceled the policy for you and then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, OK, from where I am, I see save changes. OK, perfect, so save changes.
[AGENT][POSITIVE] OK perfect so let me refresh here and I'll make sure I can see that let's see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I can see that here so we will get that uh processed for you and so when you get ready to pay that March bill then you'll just be taking credit for that uh February premium that you paid, OK?
[CUSTOMER][NEUTRAL] OK, so the amount bill that says here that that I have here now will change.
[AGENT][NEUTRAL] Yes, if you look over to the right side you'll see a total due and it's different than the bill amount so the total due is that $1,044.90.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Perfect. OK, so when I come back to pay for March.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, let, let me ask you something else. Can I download the invoice in a PDF form? Yeah, it says print invoice. Can I go back to the previous invoice or I cannot do that? Like from to the February invoice, can I get a copy of it that I didn't download?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes you can um and and if you see um February shows under paid invoices you can go over um to the right of the amount and you'll see a PDF or an Excel you can choose whichever um copy you want and download it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect, um.
[AGENT][NEUTRAL] And so also when you download this March bill, OK, so when you download this March bill um it'll download with the change that you've made so it'll show your corrections.
[CUSTOMER][NEUTRAL] Yes, go ahead, go ahead.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much. Um thank you for your help.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes ma'am, you're very welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that will be all. Thank you so much. You have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, thank you for calling APL and you have a great day as well.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.