Please use the sample script below for your test round
SCRIPT
speaker 1 : hi this is <PERSON> i'll be helping you <DATE_TIME> in reviewing
your account for your personalized office can i have your name please
speaker 2 : yes <PERSON> reed REID
speaker 1 : how can i help you today
speaker 2 : aah tony i was calling in reference to a bill we had paid it was 208
aah <DATE_TIME> i'm sorry <DATE_TIME> something like that usually it's
<DATE_TIME> believe and i was wondering what the additional charge was
speaker 1 : okay give me a second while i pull up your bill
speaker 2 : thank you
speaker 1 : aah you had a late fee of 5 dollars
speaker 2 : aah when was that
speaker 1 : 221
speaker 1 : the late fee was from for aah <DATE_TIME>
speaker 2 : okay when see this is what i thought it was when we tried to make
that payment that was on <DATE_TIME> sent it to should have been no problem
that was on a saturd <DATE_TIME> excuse me so i called that <DATE_TIME>
which was <DATE_TIME> i'm like no aah i'm trying to remember exactly but i
called that <DATE_TIME> and explained the situation to them they said that
would be waived and it never was and we and to and <DATE_TIME> again
speaker 2 : i don't get a chance to come <DATE_TIME> i had so i had to try to
pay it aa198 h aah of the 208 but usually it's 194 so <DATE_TIME> i paid for aah
3/0/0 which was for <DATE_TIME> and it was <DATE_TIME> after which is the
13 and they didn't charge that because i explained to them that i couldn't get that
to the weekend but they hadn't that 5 dollars so i was wondering why
speaker 1 : you said that they waived the 5 dollars
speaker 2 : the waive the 5 dollar fee to the young lady i spoke with because i
explained that i tried to aah connect with the aah system on <DATE_TIME> the
automatic that's how i usually do it and it didn't go through so she said alright aah
i'm gonna have to pay that next that business day which was and i called directly
in that's when i spoke to and i said here's the scenario and she said okay alright
well
speaker 2 : you don't have any issues and waive that but then when i paid it
'cause i paid it again <DATE_TIME> which was <DATE_TIME> 'cause it was due
on the <PERSON> paid it on the 13 except don't get a chance to come in until
<DATE_TIME> which is aah painted that <DATE_TIME> so it's here on that
<DATE_TIME> same thing is <DATE_TIME> but it was for <DATE_TIME> which
was too <DATE_TIME> apologize keeps saying too late but it's 203
speaker 1 : okay
speaker 2 : and it's only 5 dollars i don't have real real issues but i wouldn't call if
i didn't see it i was like oh okay and i thought it was a charge or something like A i
might have looked at something on my phone or wife or something like that and
now it's like because i know i spoke to her she said that'll be taken care of and it
was still on there and and if you don't mind can you look in because i paid the
next
speaker 1 : imma get imma
speaker 2 : bill
speaker 1 : <PERSON> give you a credit for the late fee it'll be on your next bill
speaker 2 : okay thank you thank you ma'am <filler> <DATE_TIME> i did pay on
the 13 and i paid till for for the next bill it's still gonna be the 198 with the credit
aah 194 with the credit is that right
speaker 1 : correct
speaker 2 : am i say there okay well thank you thank you II appreciate it
speaker 2 : hello oh okay i'm sorry
speaker 1 : yes i'm still here i'm apply
speaker 2 : thank
speaker 1 : right here now
speaker 2 : i apologize i did you did you need to give you 1 of the phone or
speaker 1 : no imma find your credit right now so bear with me we'll be all set
speaker 2 : yes ma'am thank you
speaker 1 : do you need help with anything else before getting off the line
speaker 2 : no ma'am no ma'am i was just waiting
speaker 1 : okay so i did give you your 5 dollar late fee credit it will be on your
next bill thank you for choosing verizon you have <DATE_TIME>
speaker 2 : oh let me ask a question i apologize i shouldn't have this basically be
getting <babble> and i don't know if it's an additional charge or if it's aah
something that you just do is it possible for 'cause i'm not always the one to pay
sometimes it's my wife so aah the reason i need to do is that authorization by a
going 'cause it's already done recognize in our phone is that something that is
just if i don't pay it all the time is that something i shouldn't be interested in
because my wife does it sometimes
speaker 1 : in autopay you said
speaker 2 : no no aah when they recognize your voice or something then we're
saying that yeah
speaker 1 : aah it shouldn't matter because aah she is the account owner on
here
speaker 2 : right so so does it have to be in her voice or mine or does or should
we even do that
speaker 1 : no
speaker 2 : no it doesn't really make a difference so we can just continue on how
we are correct alright thank you ma'am i appreciate it
speaker 1 : you're welcome thank you for choosing verizon have <DATE_TIME>
speaker 2 : you too bye bye
