AccountId: 011433970860
ContactId: fc1f6c0e-7952-4923-8f24-682eb13bc39e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2029030 ms
Total Talk Time (AGENT): 662917 ms
Total Talk Time (CUSTOMER): 637354 ms
Interruptions: 4
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/fc1f6c0e-7952-4923-8f24-682eb13bc39e_20250319T15:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling API. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hey, this, I'm an employer restaurant online service center and I did not receive the verification code from my email.
[AGENT][NEUTRAL] OK, um, could I get your name, please?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, yes, [PII].
[AGENT][NEUTRAL] OK, and what group are you calling with?
[CUSTOMER][NEUTRAL] Gospel like church.
[AGENT][NEUTRAL] OK, do you know the group number?
[CUSTOMER][NEUTRAL] And I got my policy.
[CUSTOMER][NEUTRAL] I do, yes, 268, OK.
[AGENT][NEUTRAL] What is that?
[AGENT][NEUTRAL] You can go ahead.
[CUSTOMER][NEUTRAL] Ready? Oh, OK, sorry. 26877.
[AGENT][NEUTRAL] All right, thank you. And could you please verify the group um mailing address we have on file?
[CUSTOMER][NEUTRAL] Mailing address uh should be a [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Mhm. Correct.
[AGENT][NEUTRAL] OK, that's not what we have.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] If you have 21, that's the physical zip code.
[AGENT][NEUTRAL] OK, yeah, yeah, that's what we have.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so you, um, we're trying to log into the online portal and you didn't get a verification code, is that correct?
[CUSTOMER][POSITIVE] Correct. Correct.
[CUSTOMER][NEUTRAL] Probably because of that zip code.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] All right, let me correct this zip code and then uh we'll see, I'll try again and we'll see if that.
[AGENT][NEGATIVE] Fix it. Give me one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, um, I just updated that so if you wanna like refresh the page and then try again, um, and see if it sends you the verification code now.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Not yet. Let me make sure that there's nothing going to spam OK.
[CUSTOMER][NEUTRAL] You mean you mean start over?
[AGENT][NEUTRAL] Oh yeah, were you on like the the initial assignment page?
[CUSTOMER][NEUTRAL] I was on the mhm yeah I was on the in that code page so it's.
[AGENT][NEUTRAL] Yeah, I would, uh, start over, um, and then did it ask you to put in the address or anything like that?
[CUSTOMER][NEUTRAL] It does ask for the zip code, yeah, group number then zip code, so now I use 22.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, yeah, so I would start over from there and put in 22.
[CUSTOMER][POSITIVE] All righty. next.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Which it did take a minute last time.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Send any sent a verification it says.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Let's see, should we check our you what email you have for me? Or can you see that part?
[AGENT][NEUTRAL] Uh, yeah, uh, we have [PII].
[CUSTOMER][POSITIVE] That's right, yeah.
[AGENT][NEUTRAL] OK, and it didn't go to, did you put in is this [PII] number that's not a cell phone, right? That's a landline.
[CUSTOMER][NEUTRAL] Actually it's a cell phone, yeah, it's this, yeah.
[AGENT][NEUTRAL] OK, and it didn't send it to your phone, the verification code?
[CUSTOMER][NEUTRAL] Uh, let me make sure.
[CUSTOMER][NEUTRAL] But no, no text.
[CUSTOMER][NEUTRAL] No, no text.
[AGENT][NEUTRAL] OK, let me go ahead and see if I can manually create your account.
[AGENT][NEUTRAL] And is the username [PII] OK or did you want it to be something else?
[CUSTOMER][POSITIVE] No, that's good. That's fine.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, so it's gonna be [PII], um, all lowercase.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and I'll put 01 because I think it will ask for a number as well, so [PII] all lower case is gonna be your username and.
[AGENT][NEUTRAL] Your email was
[AGENT][NEUTRAL] It was it um
[CUSTOMER][NEUTRAL] [PII], yeah, [PII].
[AGENT][NEUTRAL] Alright, and could you give me the phone number that you wanted to put on file?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I did, I, I do get emails from [PII] and I get the invoice. I mean, all that's working, so I don't, I don't know if it's tied in or not, I I they do it.
[AGENT][NEUTRAL] All right, let me
[CUSTOMER][NEUTRAL] Like the actual invoices where we've been paying, I get that email.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] That's OK. I think that might be coming from a different.
[CUSTOMER][NEUTRAL] I mean, I mean, not
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, that is, never mind, sorry, that's, uh, that's uh the, yeah, that's the insurance part of the dental.
[AGENT][NEUTRAL] You're fine. Uh, so first name, last name [PII] [PII], [PII], and I'm going to send the, oh.
[CUSTOMER][NEUTRAL] But I did get an 8,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[AGENT][NEGATIVE] It gave me an error.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, because there's no active owner account.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Where's that?
[CUSTOMER][NEUTRAL] Oh [PII], not [PII]. I found it now, yeah, she's one. I mean, I don't know that you know who that is but.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] No, it's OK. Um, I, I do have a verification code, um, on here that it's really long, so if you are OK with that, I'm gonna email it to you so you can like talk and paste it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sounds like a
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Hopefully this works.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] And this is case sensitive, so, um, I would recommend copying and pasting it just so it's exactly how it shows, but I just sent it through so you should receive it any second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] is your name, all right. I didn't catch it the first time.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, cool.
[CUSTOMER][NEUTRAL] Alright, so just try at this where I'm at now at the.
[AGENT][NEUTRAL] Yeah, just we're ask for the verification code, enter it, yeah, and see if that'll work.
[CUSTOMER][NEUTRAL] Enter the code.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Now it says create your account.
[AGENT][NEUTRAL] Yeah, OK, so that looks like that fixed it, and if you'd like, I don't mind staying on the, on the line to make sure you get that account created or if you want, you can email me if you have questions and talk to you.
[CUSTOMER][NEUTRAL] OK, it won't take me but a second. I'll, I'm gonna use that username you had or do I need to make a different one?
[AGENT][NEUTRAL] You can make a different one because it wouldn't let me create that account so you can use that username if you want or you can just make your own.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, yeah, I'll just use that that sounds good to me.
[AGENT][NEUTRAL] And did they send you a guide for the online service center like how to add and remove um employees and stuff like that?
[CUSTOMER][NEUTRAL] Yes, yeah, the billing, uh, the whole, yeah, 44 pages of it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 44
[CUSTOMER][NEUTRAL] Welcome to
[CUSTOMER][NEUTRAL] 44, gotta be something on there, right?
[AGENT][NEUTRAL] OK, if you want, um, do you want me to send you just the OSC guide so you have that separately so you don't have to go through all 44 pages because the, the actual OSC guide, I think is only like 6 pages if you want to have that separately.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that'll work yeah.
[CUSTOMER][POSITIVE] Yeah, that'd be great.
[CUSTOMER][NEUTRAL] Just to make sure it says.
[CUSTOMER][NEGATIVE] Sounds like you're typing up the guy.
[AGENT][NEUTRAL] I don't know why these keyboards are so loud. Like, I always, I always feel self-conscious typing because I know they're so loud. I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, that's OK. That's the, yeah, that's, that's the IT, that's the IT keyboards where all the IT people like, like to have. Alright, let's see here. OK, successfully created it says.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And I'm in.
[AGENT][NEUTRAL] OK, and I did just send you that guide so you should see that, um, but, um, let me see, do you have any, do you guys have any open invoices are you guys already paid?
[CUSTOMER][NEUTRAL] Yeah, it should be, yeah, it's automatically drafted. I mean you can look to try one for.
[CUSTOMER][NEGATIVE] Well, no, it should have already come out.
[AGENT][NEUTRAL] OK, yeah, it looks like January and February.
[CUSTOMER][NEUTRAL] It's already yeah
[AGENT][NEUTRAL] It looks like those are open. Do you do you see those?
[CUSTOMER][NEUTRAL] I'm, I'm not sure why I'm marked. Hmm.
[AGENT][NEUTRAL] Um, January and February, yeah, do you see those invoices?
[CUSTOMER][NEUTRAL] Open invoices.
[CUSTOMER][NEUTRAL] I do see them, yeah, it says, well I got a notification APLs banking information for ACH address to mail groups to change click here for import details.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if that's let me hit control that I look at it later so I hit OK so I can get to that. Yes, so those, yeah, they've already let's see here they definitely already cleared my bank because I've seen them.
[AGENT][NEUTRAL] Did you ACH draft them or did you see it send a check?
[CUSTOMER][NEUTRAL] 88.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Let me make sure we
[CUSTOMER][POSITIVE] You're right.
[CUSTOMER][NEUTRAL] Yeah, because this is where where I was talking about though.
[CUSTOMER][NEUTRAL] Bringing invoice. Well, that's just your email saying your invoice is ready.
[CUSTOMER][NEUTRAL] Yeah, I mean, I mean I do the financial part too so I know so I see the.
[CUSTOMER][NEUTRAL] The bank.
[AGENT][NEUTRAL] Yeah, it may be.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] But I got on the phone cause I have seen that and be like what?
[CUSTOMER][NEUTRAL] So there's no I mean there's nothing in here.
[CUSTOMER][NEUTRAL] Alright, so yeah, I was just looking at our payment account.
[CUSTOMER][NEUTRAL] I mean, obviously there's nothing that didn't have anything in there.
[CUSTOMER][NEUTRAL] There's all my information.
[CUSTOMER][NEUTRAL] OK, let me go back.
[CUSTOMER][NEUTRAL] He let me.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, I'm not sure we received.
[AGENT][NEUTRAL] But do you know when you sent it?
[CUSTOMER][NEUTRAL] It's yeah, I'm logging. I'm trying to log in now to my bank because it, yeah, because it's.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] We get a date, but I don't, I, I actually don't know that I've seen marches, so I haven't seen that come out. I don't think. Let me, I know January, February did.
[CUSTOMER][NEUTRAL] But let me get to the date and.
[CUSTOMER][NEUTRAL] Me.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Actually there's where Marches came out, you know, that's near my sorry that's that's the health insurance. OK, so go go.
[CUSTOMER][NEUTRAL] There's a dental, dental came out on.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] 8 thanks.
[CUSTOMER][NEGATIVE] So I need to buy those invoices. So those invoices, well, it doesn't match what's coming out, so this is confusing.
[AGENT][NEUTRAL] Uh, do you have
[CUSTOMER][NEUTRAL] This is for this is for dental, right? Let me look at the invoice.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Uh, no, this could be for, um, something else cause it looks like, I don't know if, do you guys.
[CUSTOMER][NEUTRAL] OK, so this is for.
[CUSTOMER][NEUTRAL] Group I said uh this is a supplement insurance isn't it?
[AGENT][NEUTRAL] Yeah, so it's just like group F.
[CUSTOMER][NEUTRAL] Well you don't, you, what do y'all do? Y'all do all the.
[AGENT][NEUTRAL] Yeah, um, but it could be, I'm not sure if they maybe they, I don't, they shouldn't build dental separately, um, but it looks like you guys have an accident, medically, disability, term life, critical illness.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm looking at right now too.
[CUSTOMER][NEUTRAL] Or [PII] and [PII].
[AGENT][NEUTRAL] Yeah, it looks like all of those are on the uh January February invoices, but what's the amount that you said that came out for dental?
[CUSTOMER][NEUTRAL] Uh, yeah, the dental's been coming out, which is what I thought this was actually.
[CUSTOMER][NEUTRAL] I need to email my
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Representative
[CUSTOMER][NEUTRAL] The dental is, it's um
[AGENT][NEUTRAL] Do you have APL dental?
[CUSTOMER][NEUTRAL] Uh, no, it's Delta.
[AGENT][NEUTRAL] OK. Yeah, the dental isn't us. Where is your supplemental, so your group accident, your gap, disability, term life, critical illness, that's, that's what we are. And those.
[CUSTOMER][NEUTRAL] Supplement for the.
[CUSTOMER][NEUTRAL] Yeah, like the gap in between.
[CUSTOMER][NEUTRAL] What the regular insurance wouldn't pay pay right?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, alright, got you, and so now I need to set up ACH and pay these invoices.
[AGENT][NEUTRAL] Yeah, and on your, so on the online service center and the OSC you'll go to your profile and you'll add your ACH information, or sorry, your bank information to like your account routing number and that's when, like when you click on the invoice, it'll open up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you can press submit invoice um and if you'd like I can walk you through that or it's also in that guide that I sent you um but yeah you'll need to set up your, you'll need to add your bank information in your profile and then you can pay invoices online.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got you, yep, OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] Yeah, it's right. I see it right here. Pay account. I saw a while ago I went to see and that's where I saw there was nothing under that, so that didn't make no sense.
[CUSTOMER][NEUTRAL] OK, I got it now. I know who's what then.
[CUSTOMER][NEUTRAL] And I'm gonna go back and email my local, uh, anyway, and, and, and well I'm gonna go back and make sure he didn't already give me that information and I just had the two mixed up which is highly possible.
[AGENT][NEUTRAL] Um, is there anything else that you need help?
[CUSTOMER][NEUTRAL] But there was a 3rd.
[CUSTOMER][NEUTRAL] Third group there.
[CUSTOMER][NEUTRAL] Third, which he does have I I mean I remember the conversation about the gaps, but I wasn't at that meeting, so they lay it to me but I do remember that so.
[CUSTOMER][NEUTRAL] Dental. OK. And then I have, yeah, there it is. Fas states would be sending me paperwork for Delta and American Public Life, which is you guys got it, yeah.
[CUSTOMER][NEUTRAL] So but I don't know if she ever sent me that paperwork.
[CUSTOMER][POSITIVE] Obviously I signed enough to get it set up.
[CUSTOMER][NEUTRAL] Yeah, there it is. Now that I've I found my master application which had the 22 29622.
[CUSTOMER][NEUTRAL] And the physical address is 21 so I don't know anyway we got it so I don't know how that.
[CUSTOMER][NEUTRAL] And then all that was supposed to have been set up on automatic draft because I sent them all that information too.
[CUSTOMER][NEUTRAL] That's why I was surprised. I was like, no we.
[CUSTOMER][NEUTRAL] I send them the, you know, all the stuff that you gotta have to go with that.
[AGENT][NEUTRAL] OK, we don't do automatic drafts like through us, um, you'd have to manually like go in and just submit press submit to pay the invoice, but you could set up a bill pay with your bank to automatically pay if you wanted to, um, but we don't do automatic.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah. OK.
[CUSTOMER][NEUTRAL] So that's
[AGENT][NEUTRAL] Just because there's typically like a lot of changes like say you have like a termination or an addition or something you can add that to your invoice before you pay it or subtract it before you pay it so but if it was automatic draft, then it would probably be like a lot of refunds if you had changes and stuff if that makes sense.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so that was not relayed, so there you go. There's the disconnect there's the disconnect.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Good deal. OK, so let's let me look. OK, so while I got you on here, let's go back and make sure right now who.
[CUSTOMER][NEUTRAL] But we do have one that has.
[CUSTOMER][NEUTRAL] was, uh, she did quit back in the first of the year, so she's not on the other ones, but I wanna make sure she's not on here.
[CUSTOMER][NEUTRAL] Yeah, she is right there [PII], but let's see.
[CUSTOMER][NEUTRAL] Alright, that's that's that's her list so I can just remove her from.
[CUSTOMER][NEGATIVE] Just basically delete the employee.
[AGENT][NEUTRAL] Yeah, what was her termination?
[AGENT][NEUTRAL] Yeah, uh, well, if her if her termination date, um, so like if you wanna go to your in January invoice and open it, are you, do you have it open?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, yeah, let me order it open here benefits, OK, so let me go back to the invoice. Yeah, let me open it right quick. I thought I did have it up.
[AGENT][NEUTRAL] Is it open um um like in the online service center because I was gonna show you how you can remove those charges for her.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Yeah, OK, alright, yeah, I just opened the PDF right there but OK so alright go where now?
[AGENT][NEUTRAL] So when you get to online.
[AGENT][NEGATIVE] Oh don't open the PDF. Don't open the PDF, um, just don't, oh don't click like the PDF for the Excel just click on the invoice like where it says amount bill or bill date or something anywhere but that print section don't click.
[CUSTOMER][NEUTRAL] But those, OK.
[CUSTOMER][NEUTRAL] Alright, so I'm on the bill. OK, I did. I'm on the bill date, alright.
[AGENT][NEUTRAL] And just click it and then you should see under billing details, it'll pop up like a list of all your employees. It might take a second.
[CUSTOMER][NEUTRAL] Yeah, it did. OK, and she's, yeah.
[AGENT][NEUTRAL] OK, and if you scroll to the bottom, you should see [PII].
[CUSTOMER][NEUTRAL] Um, I do see her, yes, under my employees, uh, you're on, we're on, we wanna only wanna look under billing details or do we wanna be, I got my employees up to.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, you wanna be under billing.
[CUSTOMER][NEUTRAL] You see what I'm saying?
[AGENT][NEUTRAL] Yeah, on their billing
[CUSTOMER][NEUTRAL] OK, billing details, that's 3 pages. OK, so she's on the 2nd. OK, that's what this, yep, I gotta go over. OK, yep.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Yeah. And, and, and, uh, [PII], so you should see her and all, you should see 4 charges for her. And where it says, um, in the gray box where it says amount due, you can double click in it and put a 0.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For all of her charges.
[CUSTOMER][NEUTRAL] Do, OK, I see, yep, alright, 0.
[AGENT][NEUTRAL] And you'll put her termination date in the comments.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And that will tell us that uh we need to terminate that policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Got you, yep.
[AGENT][POSITIVE] And if you want just let me know when that's done and I'll show you how to save it and view your new balance.
[CUSTOMER][NEUTRAL] Alright, I have to go back and look up what I got on payroll for her exact termination date because it was pre I mean it was in December.
[AGENT][NEUTRAL] It was in December, so then.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Actually, let's see.
[AGENT][NEUTRAL] Her policy, if, if you know she was terminated in December, you can put terminate [PII] or term [PII] or something like that if you want, um, because we always terminate the first of the month. So say someone leaves uh like [PII] was their last day, then their termination date would be [PII] if that makes sense.
[CUSTOMER][NEUTRAL] Like, I got you, yeah, it does make sense, yeah, because I did the same thing with payroll. I was gonna say I can look up when I actually.
[CUSTOMER][NEUTRAL] Sent that to payroll too.
[CUSTOMER][NEUTRAL] If you want me to, yeah.
[CUSTOMER][NEUTRAL] And send it to CEO.
[CUSTOMER][NEGATIVE] A little frustrated with uh I'm supposed to have one contact for everybody so I send it to them as well to, you know, but I mean I.
[CUSTOMER][NEUTRAL] Anyway, just tell me hey I need to go ahead and do it myself.
[AGENT][NEUTRAL] So yeah, once you have all those at 0, and then it'll make you put a comment whenever you change the amount due. So just for all of the, for all 4 of her charges, you'll just put turn 12:31 or whatever and um make sure you hit save changes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you should see your invoice total to the right will update, so it should be lower.
[CUSTOMER][NEUTRAL] Yeah termination date.
[CUSTOMER][NEUTRAL] OK. [PII] was the was the actual.
[CUSTOMER][NEUTRAL] Several day, but anyway, OK, it really doesn't matter I guess technic technically for.
[AGENT][NEUTRAL] Yeah, so in the comments you can just put.
[AGENT][NEUTRAL] I'm sorry, I was saying in the comments you can just put terminated [PII].
[CUSTOMER][NEUTRAL] Do what? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, let's see now.
[CUSTOMER][POSITIVE] Just so it's matching my records, yeah.
[AGENT][NEUTRAL] And then if you scroll to the top, um, like in that blue strip you should see where it says invoice 6381366 total due it should be lower than the 1000.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, date changes it was on two different pages, so I do that, OK.
[AGENT][NEUTRAL] Yeah, if you on that first page where it says employees per page, I usually put 100 in there and it'll show all of your employees on one page.
[CUSTOMER][NEUTRAL] Oh yeah. Oh yeah, I see that.
[CUSTOMER][POSITIVE] Nice, yep, I see that good good good good.
[CUSTOMER][NEUTRAL] Alright, save changes and then go back to where the changes have been saved.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, so you see your invoice total. I can see it's um 87028 since you removed all of them. Do you see that?
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Uh, it don't, but I had to refresh it I guess.
[AGENT][NEGATIVE] You shouldn't have to refresh it. It should show it. It won't show it like on a Mount build on this little blue strip, um, where like.
[CUSTOMER][NEUTRAL] Mine still says the 1073.
[CUSTOMER][POSITIVE] Oh, on the blue strip you did. You're right, you're right, and you said that already. Uh, that's right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You're fine. Yeah, all the way to the right, you should see that 87028.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 7028, I do, yeah. OK.
[AGENT][NEUTRAL] Yeah, and when you're ready to pay it, you'll just put submit. If you've already entered in your um banking information, you just put submit and it'll go to your submitted invoices. It usually takes a day or two to process and then once it's processed, it'll move over to paid invoices.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, good deal. Alright, I'll do that. I gotta, I gotta put my stuff in from my account. So let me ask you this is why, how come Marches is not populated because I haven't paid them to maybe.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Now, let me, let me see if you guys still in arrears.
[AGENT][NEUTRAL] Yes, it says you bill and pay in arrears. So that means that your March invoice when uh will be available.
[AGENT][NEUTRAL] Whenever we're billing like people that are on that don't pay in arrears, then they, it's their April invoices coming up but since you guys pay in arrears, then we'll send your March invoice will be available.
[AGENT][NEUTRAL] Uh, invoices are usually available, um, sorry, invoices are always available around the [PII] of every month, um, because they populate over the weekend of the [PII], so like the [PII] is like a Friday, then it'll be available on the [PII], uh, so around [PII] is when you should see your March invoice.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alrighty, alrighty, well I should be able to get it from here. I just gotta do the normal stuff now so that's good and I'll go back and adjust that other invoice and then and then so once I've done that, do I, I just go under my employees and then delete her terminate her.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah, you can uh just terminate her and um when you're ready to pay, like I said, just put submit and make sure anytime that you make changes that you save them because if you don't push save changes it won't save it at all. um, and then you should see also there's this add button and that's if like say you have a new employee that enrolled in a plan and uh maybe they're not on the invoice yet if you you can add them.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Oh, OK, I got you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Understood and I appreciate it and I got your email with the the guide too so that'd be great.
[AGENT][POSITIVE] Yeah, yeah, if there's anything else that you need, feel free to email me if you want and I'll also just refer to that guide.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][POSITIVE] OK alrighty I will, I appreciate it, [PII], thank you so much.
[AGENT][NEUTRAL] All right. Is there anything else?
[AGENT][POSITIVE] Yeah, no problem. It was a pleasure. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] It's good.
[CUSTOMER][POSITIVE] Awesome alright you too alright thanks.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.