The absolute state of things.
Customer: 'I think there's a mistake on the bill ... we got a bill and then we realized that you guys didn't have our insurance, so we sent you our insurance and it looks like the bill went UP.'
Agent: 'It went up?'
Customer: 'Yeah, the first bill we got without the insurance was 600 bucks, and then the second one was almost 1300 bucks.'
Agent: 'Yeah so the first invoice you received, that's a discount you received if you're uninsured, so you're not eligible for the discount because you are insured. So the bill was $2,342.14. We billed your insurance; your insurance only paid $1,078.85.
Customer: 'Can I go back to the discount without the insurance?'
Agent: 'No sir, you're insured, so you're not eligible for the discount.'
Make it make sense.
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