AccountId: 011433970860
ContactId: fff574b9-d3e3-46f0-88d3-809ee4ce9330
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 469559 ms
Total Talk Time (AGENT): 165609 ms
Total Talk Time (CUSTOMER): 179024 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/fff574b9-d3e3-46f0-88d3-809ee4ce9330_20250527T16:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, it's for company CH International Miami. Uh, let me give you, um,
[CUSTOMER][NEUTRAL] Let me see if I can give you an invoice number or I can't find the account number let me see.
[CUSTOMER][NEUTRAL] The uh
[CUSTOMER][NEUTRAL] The group number 26681.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][NEUTRAL] For documentation, could I please get your first name?
[CUSTOMER][NEUTRAL] My first name, [PII] last name [PII]
[AGENT][POSITIVE] Thank you. And how can I help today?
[CUSTOMER][NEUTRAL] Yes. So I'm looking at our website for the APL. I just terminate one of the employees on [PII] and uh when this um come out, it's showing termination date is on [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] The qualified events is on [PII], but the determination date is on [PII]. If that means that there is like uh still cover for the whole May, they won't give any refund for the May.
[AGENT][NEUTRAL] Yeah, usually the coverage will run through the end of the month and then terminate since the premium has already been paid for the month.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So if premium was collected for May, um, then the coverage would terminate the first day of the next month.
[CUSTOMER][NEUTRAL] OK. And uh when I terminate her, um, but there's a new open invoice for the number 6391241. That's for bill date on [PII]. I think that one is for the, the month of June and uh I still can see her name on the list. Uh how can I
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Like adjustment, just delete her from the employee page.
[AGENT][NEUTRAL] Um, yeah, so I can, you can pay the invoice minus that and you know, just make the adjustment yourself if you would like when you submit the payment or if you'd like I can get somebody on the line in billing to see if they can send a new invoice if you would like.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] So from my end, I can do the common like uh like put the termination date, but it still show.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] There's a bill or due for, for the, for this amount, it won't change anything. It means if I, if I submit the invoice, it still pay for that pay this employee, right?
[AGENT][NEUTRAL] Yeah, yeah, so I mean you can just deduct that insured's premium from the total and pay that amount and it would be fine.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Since they're no longer.
[CUSTOMER][NEUTRAL] How can I do that?
[CUSTOMER][NEUTRAL] How can I, uh, adjustment on the total?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Well, it should have the premium amount for that specific insured. You would deduct that from the total and then pay that amount or like I said, I can get somebody to remit and we can look at getting a new invoice.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, that will be better. Yeah.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] May I have the uh last name and first name of the insured that needs to be removed?
[CUSTOMER][NEUTRAL] Her last name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the first name is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Please
[AGENT][NEUTRAL] All right, um, let me.
[AGENT][NEUTRAL] OK, um, so in looking at this it looks like if the employee is showing incorrectly on the invoice, the um.
[AGENT][NEUTRAL] The process for that is you can send us an email and then we'll send you a new invoice so let me give you the email address where you would send this information to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The email address is gonna be [PII]
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII], no?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. [PII]. OK. And uh sent you, sent you um any message or?
[AGENT][NEUTRAL] So uh I would put in the email the invoice number, the group number list the employee that should be terminated with the effective termination date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then ask them to remit you a new invoice without that employee listed so that you can pay your June invoice.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I don't need to submit the invoice today. Just wait for them to do the adjustment and then I click the submit the invoice, right?
[AGENT][POSITIVE] You can do that, absolutely. So yeah, just go ahead and send off the email and somebody should get back to you uh pretty quickly.
[CUSTOMER][NEUTRAL] Sure, OK, I'll send it right now, OK.
[AGENT][POSITIVE] OK, sounds good.
[CUSTOMER][POSITIVE] Thank you, thank you. All right, thank you for your.
[AGENT][NEUTRAL] Mm bye bye.