A : Thank you for calling AT@T Company. This Irene, how may I help you today?

C : I still not have receive my physical bill. I want to know how much I suppose to pay for my
bill this month.
A : I understand how you feel and I apologize for any inconvenience you may have experience.
If I understand it correctly, you did not yet receive your physical bill for this month? Is that
right?
C : Yes
A : For verification purposes, may I have your Name, Account Number, phone number and the
last 4 digits of your social please?
C : My account name is under Arnold Balang, my account number is 14879451, phone number
is 09958807561 and the last 4 digit of my social is 1234.
A : Thank you Mr. Arnold for the information. Can I repeat your information sir, your account
name is under Arnold Balang, your Account number is 14879451, your contact number is
09958807561 and the 4 digit of your social is 1234. Is it correct sir?
C : Yes it’s correct
A : I appreciate your patience Mr. Arnold, Please allow me to put you on hold for a minute.

A : Thank you for waiting, I can actually see your account now, upon checking your bill
is amounting to 70 dollars.
C: What? How did that happen, I just pay last August 31.
A: Okay Sir let me check again your bill.
A: Based on your bill your monthly due is every 30th of the month and not at the end of
the month. You pay for your last month’s bill last August 31 which caused you for the
5 dollars late payment charge. And additionally, you have charge 10 dollars for the
exceeded usage of 10gb with your bill so, your current bill sir is 70 dollars.
A : You need to pay your bill on or before the 30th day of the month not at the end of
the month.
C : Okay now, I understand. Thank you
A : Your welcome sir, to prevent this from happening again, I’ll suggest two alternative ways
for you Sir Arnold, which is the paperless bill and the auto pay.
A : Paperless bill you can receive your bill thru email and Auto pay means your bill will be
automatically deducted to your registered Bank Account. Is that okay for you Sir?
C :Yes, that’s great.
A : Once again Sir, we do apologize. May I ask if you have any more concern?
C : I don’t have any concern. Thank you!
A : Let me just recapped everything, your concern was you didn’t receive your physical bill and
I also discuss to you the additional charges which is the 5 dollars for the late payment fee and
10 dollars for the exceed usage of internet that total to 10 GB. Is that correct Sir Arnold?

C: Yes
A : Once again sir, we apologize for the inconvenience and if you have questions or
concerns, please don’t hesitate to contact us. Thank you and have a great day!