AccountId: 011433970860
ContactId: bc6c0dea-9161-440b-b24a-c7789fdc44b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 771719 ms
Total Talk Time (AGENT): 358734 ms
Total Talk Time (CUSTOMER): 396027 ms
Interruptions: 9
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/bc6c0dea-9161-440b-b24a-c7789fdc44b5_20250611T13:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][NEUTRAL] I'm OK. How about yourself?
[CUSTOMER][POSITIVE] I'm doing good. Um, I have a group admin on the other line, um.
[CUSTOMER][NEUTRAL] Do you want the group number first?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, it's, uh, oh wait a minute, that's the, hold on one second, sorry.
[CUSTOMER][NEUTRAL] It's 27008.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I went on the chat, um, and [PII] and [PII] helped me and I told the, um, I told her what I'm trying to get to the chat, so I kinda explained it to you. Basically, there's a, oh, you did? OK. So I told her everything and then she's on the online service center, but she says she doesn't see a place to adjust the bill to where she can pay just the.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, I've seen it. It's OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, she
[AGENT][NEUTRAL] She would have to click on his individually and like on his policy number and then it would come up to adjust and she would just put a 0 in and then put you know that he's termed as a comment because she has to put a comment in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I tell you what is.
[CUSTOMER][NEUTRAL] Wait, so that.
[CUSTOMER][NEUTRAL] She must have did the other option then cause she told me there were two options and I said, well, go ahead and click adjust and she said, well, what is the amount? I said, well, you would just put 0 there.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And then she said, OK, but I still see them. So then maybe she clicked the other option.
[AGENT][NEUTRAL] Well, yeah, he's gonna be there. It's, he's still gonna be there. It'll show 0 though.
[CUSTOMER][NEUTRAL] Because I was like, well, the bill's already been printed.
[CUSTOMER][NEUTRAL] OK, so, uh.
[CUSTOMER][NEUTRAL] Um, so how do you want me to?
[AGENT][NEUTRAL] Is it, is it [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm gonna, I'm gonna let her know that we're gonna send her, excuse me, a um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A user guide, but yeah, it the the person's policy will still be there. It just show a zero amount due.
[CUSTOMER][NEUTRAL] OK, she must have clicked the other one because I told her to put 0.
[CUSTOMER][NEUTRAL] And um OK, so just let her know that we'll send I'll, I can send, send it.
[CUSTOMER][NEUTRAL] Um, send her a user guide.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, for the user group for it's, it's called um for, for groups it's like hold on me see what it says user using the OSC for groups.
[AGENT][NEUTRAL] Excuse me, I'm sorry, I got in my throat.
[CUSTOMER][NEUTRAL] OK, I think I have the newest, it's OK. I think I have the newest copy, but um so I'll send that to her, but can you still speak to her since she's, she's asking to speak to someone, so she, she's on there trying to do it now.
[AGENT][NEUTRAL] Oh yeah, yeah, yeah.
[AGENT][NEUTRAL] And is it [PII]?
[CUSTOMER][NEUTRAL] OK, well, I'll go ahead and send it to her. Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, hold on one second.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oops, and then right here we go hold on [PII].
[CUSTOMER][NEUTRAL] Hello, you there? Hi.
[CUSTOMER][POSITIVE] Thank you so much for holding. I apologize for that wait. I have [PII] on the line and she'll be assisting you further, OK? OK, thank you so much. You're welcome. Bye bye. Alright bye.
[AGENT][NEUTRAL] Hiya, like she said, this is [PII]. I'm in the group billing department. I understand you're having an issue with um a policy you're wanting to take off the invoice.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Yes, uh, actually our broker will take care of that part. Uh, I notify our broker on [PII]. Maybe you guys already did the billing cycle. I don't know, so they wouldn't able to take off this terminated employer. So when I go to the APR website, I still see his name and we were on the phone with the other lady. She was helping me to remove that person.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEGATIVE] I thought I did it because like when I click on that person I just uh click delete entry it says success but I didn't change the uh amount of bill for June.
[AGENT][NEUTRAL] So normally we just adjust the bill and put in a 0 and then put a comment that they termed um give me a second, what is the insured's name?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, the, the person, the, the one we terminated, OK, his name is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] Alright, you still see him there so if you click on him and just like you did before, but instead of delete entry maybe go to adjust instead and then in the amount due box you'll just wanna change that to a 0.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then in their comments box I would just put termed and then the data termination.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then hit submit
[CUSTOMER][NEUTRAL] OK, the, the
[CUSTOMER][NEUTRAL] Um, I never did this one before, by the way. I mean, what we were doing before, we would pay whatever you guys invoice and then right after I guess when you receive the termination you would send us check and then you know it just offset each other. We could do this way too because I don't wanna cause any issue in your end as well.
[AGENT][NEUTRAL] Right, yeah, but.
[AGENT][NEUTRAL] Well it's just easier so that we're not holding on to premium that is you know yours you know it's money that should not have been sent so it's just easier to adjust an invoice prior to payment.
[AGENT][NEUTRAL] But if you see once you hit submit at the top of the screen where it shows the invoice it'll show the billed amount and then the amount due is different because you've adjusted that bill.
[CUSTOMER][POSITIVE] OK sounds good.
[CUSTOMER][NEUTRAL] OK, OK, so date of.
[AGENT][POSITIVE] And so that amount due would be all that's required. It just makes it easier so that we don't have to send a refund check and the July invoices have not been, uh, generated yet so there's no invoice to apply a credit to. It just makes it easier all the way around to adjust it in the up in the front.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] OK, so what I did is I put 20 and on the comments date of termination [PII] and adjust submit. I'm sorry.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK submit.
[CUSTOMER][NEUTRAL] OK, it says success.
[CUSTOMER][NEUTRAL] OK, it seems like billed amount 557-764, but the amount due 54787D so looks like.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's been I think he seems like he, he's not there anymore so that no he is there but shows as 0.
[AGENT][NEUTRAL] He
[AGENT][NEUTRAL] Right, yes ma'am, the amount will say 0 and then the adjustment amount, uh, and then your comments there, so it's, it's taken the amount off the bill, it just still shows him on there so that we know, um, for the about the termination and whatnot.
[CUSTOMER][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEGATIVE] And on the next one we're not gonna even see him anymore, right? the July uh billing.
[AGENT][NEUTRAL] Correct, yes ma'am, as long as we get that processed in our system prior to that July invoice being generated, that's right.
[CUSTOMER][NEUTRAL] OK, and another question when is the due date for the invoices?
[CUSTOMER][NEUTRAL] Because uh I wasn't able to get into my portal. I just created a new account for us and then.
[CUSTOMER][NEUTRAL] Uh, I don't know if it was actually past due or something because there's no information when.
[AGENT][NEUTRAL] No ma'am, they're due on the [PII], but you had, we have actually launched I don't know if you realize that the, the screen's a little bit different we've launched a new site, so you had to register for a new account anyway, so you did everything you needed to do today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Um, you no longer will need.
[CUSTOMER][NEUTRAL] OK, yeah, actually, yeah.
[CUSTOMER][NEGATIVE] Exactly when I tried to log in with the other one, they, they were like no we cannot find your log in. I'm like what happened last month I was able to, yeah.
[AGENT][POSITIVE] Yeah sorry about that. Yeah.
[CUSTOMER][POSITIVE] OK good good I'm glad that we act.
[AGENT][POSITIVE] So now all you'll have to have is your email address you'll no longer have to have that user ID which is fantastic and if there's anyone else that needs to be able to get on to this account for you you can set up as an additional user, but um.
[CUSTOMER][NEUTRAL] User either OK.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] The um the bills are not due until the [PII], so it was generated towards the end of May and it's not due until [PII], which is I believe next Monday.
[CUSTOMER][POSITIVE] [PII] good very good.
[AGENT][NEUTRAL] Next Monday or Sunday.
[CUSTOMER][NEUTRAL] [PII] and uh.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, I'm gonna go ahead and pay right now so the other question, can I do auto pay or I have to do manually every time?
[AGENT][NEUTRAL] Currently right now we do not have auto pay however, um, if you would, uh, your group is part of the national agency solutions uh brokers that um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your agent, uh, [PII], he is.
[AGENT][NEUTRAL] With now he's with NAS and if you send them an email letting them know you wanna get set up on auto pay they might be they might be able to get that situated for you we do not offer it at this time, but they might be able to work that out for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll double check with them and right now when I submit when I say submit invoice it gives me the payment option and so what I'm gonna do I click on ACH.
[AGENT][NEUTRAL] It should, yes.
[AGENT][NEUTRAL] Mhm, and your bank's information should have transferred over.
[CUSTOMER][NEUTRAL] And the payment day.
[CUSTOMER][NEUTRAL] Oh yeah, our bank information looks like it's already there. OK, so before I submit, how can I get the new updated invoice as in PDF?
[AGENT][NEUTRAL] Uh, for we have since we have launched our new site, we've had an issue with that printing out. I can send you a copy of the adjusted invoice later once they get this corrected, you will be able to do it just like you were on the old site, but um I, I'm not sure what the issue is, but they're, they've just been having an issue with um printing for some reason so I can send that to you for now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, that would, that would be great. You think you can send me like right now or it's gonna take some time to receive it?
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] Oh absolutely yes ma'am, let me just confirm that I have the correct email address um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it your last name [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] Awesome. OK, I will get that over to you now.
[AGENT][NEUTRAL] And I'm gonna um [PII] said she was gonna send it to you but I'm going to also include a user guide for this new site it should help you out with um all the features that uh we have excuse me, that we offer at the moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that sounds great and um the moving forward uh when I need to get the invoice I have to call you guys to get the PDF invoice every time or?
[AGENT][NEUTRAL] Hopefully this as of right now I would say yes, but that's just because it's not available at the moment um it's, it should be corrected very soon. I, I, I don't have a timeline but it should not be an issue for very long.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, and the the phone number that I need to call for the uh PDF uh invoice, what is it?
[AGENT][NEUTRAL] The number you just called or you could actually send an email to the [PII] and request a copy of the invoice, either a phone call or that email should work.
[CUSTOMER][NEUTRAL] OK, I think I'm just gonna send an email, so you said it's [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, sounds great. Yeah, I would actually just send email alrighty then, uh, I'm gonna go ahead and pay this invoice and I'll be on the lookout for your email.
[AGENT][POSITIVE] Yes ma'am, I'm getting it ready right now and I will have it right over to you.
[CUSTOMER][POSITIVE] OK, that sounds great. Let me just go ahead and pay.
[CUSTOMER][NEGATIVE] I was really worried actually we're like past due for this invoice because like I couldn't really get.
[AGENT][POSITIVE] Oh no ma'am, you guys are great.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] Alright, if there's anything else I can do for you just let me know.
[CUSTOMER][NEUTRAL] OK, that's all, uh, should I wait until I receive the email or we can just hang up?
[AGENT][POSITIVE] Oh no, yeah, we can, we can hang up there's no need to stay on the phone if you don't need to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK sounds good. OK, thank you very much I appreciate that OK.
[AGENT][POSITIVE] Yes, ma'am. Have a great rest of your week. Thanks for calling [PII]. Bye bye. Thanks.
[CUSTOMER][POSITIVE] You too take care.
[CUSTOMER][NEUTRAL] Bye.