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ATT Chat Transcript November24th2023

The document contains a chat transcript between a customer and AT&T agents regarding issues with their U-verse TV account sign-in and requesting a breakdown of charges on their bill.

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shabisrj
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131 views

ATT Chat Transcript November24th2023

The document contains a chat transcript between a customer and AT&T agents regarding issues with their U-verse TV account sign-in and requesting a breakdown of charges on their bill.

Uploaded by

shabisrj
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as TXT, PDF, TXT or read online on Scribd
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AT&T Company Chat Transcript

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Reference Number: 17007658634824957
DATE/TIME: 2023-11-23 11:57:40

*Your chat transcript:*

Good morning!
Friday 12:30 AM

[AT&T] : Hi, thanks for chatting with the AT&T virtual assistant. What brings you
here today?
- Restore my service
- Pay my bill
- Update user ID and password

[Me] : find me an agent

[AT&T] : So I can get you the right info, what service are you asking about?
- AT&T Wireless
- AT&T Internet
- AT&T Digital Phone
- DSL
- DIRECTV
- U-Verse TV

[Me] : U-Verse TV

[AT&T] : Choose a topic to chat about:


- Billing, Usage & Plans
- Payments
- Shopping
- Devices & Orders
- Moving or changing service
- Troubleshooting & repairs
- Sign-in help

[Me] : Sign-in help

[AT&T] :
(Link)Learn more(Link)

[Me] : find me an agent

[AT&T] : I'm connecting you with a human agent now. Please wait.

[AT&T] : Please select a product you want to talk about.


- AT&T Wireless
- AT&T Internet
- U-verse TV
- DIRECTV
- DSL
- AT&T Digital Phone

[Me] : U-verse TV

[AT&T] : Choose a topic to chat about:


- Billing, Usage & Plans
- Payments
- Shopping
- Devices & Orders
- Moving or changing service
- Troubleshooting & repairs
- Sign-in help

[Me] : Sign-in help

[AT&T] : Got it! I'll get you to someone for more help.

***Connected to live agent***

***Krish is here to help!***

[Krish] : Thank you for contacting AT&T Sign-In Support Group! My name is
Krish, and I 'm happy to help. Let's get started

[Me] : Hi this is Helen Hubenak

[Krish] : Can you please give me a brief description of how I can help you today?

[Me] : I wanna know what my bill is?

[Me] : I need a break down of my bill

[Krish] : I understand you need help with getting a breakdown of your bill. I can
help you get connected to our Billing team but before that, do you have any sign
in/login concerns because you have reached the AT&T Sign in support?

[Me] : I just have concern about my bill only

[Krish] : I can connect you now. You will be connected to the next available
representative. There might be wait time of 5 minutes, if you prefer to call, I
have the number for you. Which one works best for you?

[Me] : i can wait go on

[Krish] : By the way, may I also have your zipcode please.

[Krish] : Is this also for wireless cellphone or internet account?

[Me] : 77459

[Me] : that is for my tv

[Krish] : This may take 3-5 minutes because there is a higher chat volume than
normal. Please stay connected and keep our chat window open.

[Krish] : I'm transferring you now. Thank you for choosing AT&T! Have a great
day!

[Me] : ok

[Me] : thank you

[Glen] : Hi, This is Glen. Thank you for contacting AT&T. I'm happy to help.

[Glen] : Good Morning!


[Glen] : Happy Thanksgiving!

[Me] : thankyou

[Glen] : Just to confirm, is your query regarding the internet bill?

[Me] : my tv & internet bill

[Glen] : I completely understand your concern. No worries, I will check this for
you.

[Glen] : For your security and to ensure we protect your privacy, I need to
authenticate your account. May I have your account number and the four-digit
passcode associated with this account?

[Glen] : Could you please help me with the account number and passcode?

[Me] : 25940007

[Me] : 1939

[Me] : sorry

[Me] : 259400071

[Glen] : Please provide the right number.

[Glen] : No problem

[Glen] : Thank you

[Glen] : Upon checking, i can see that your charges are $147.43 for your Tv
services. You have $2.57 of credit on your account.

[Me] : ok

[Me] : and i made a payment on 16 NOV online with the amount of $150 is that ok?
Like did you receive the payment

[Glen] : Yes, we received the payment successfully from your end. Since it is
$147.43 and you have paid $150. You have a credit on your account for $2.57

[Me] : ok

[Me] : and can you give me a break down of my bill

[Glen] : Sure, i will give.

[Glen] : Please allow me a moment.

[Glen] : 1. ENTERTAINMENT $93.99


2. MOVIES EXTRA PACK $4.99
3. TV Access Fee $0.00
$7 off 1st TV
4. TV Access Fee $7.00
5. Advanced Receiver Service - DVR $10.00
6. Advanced Receiver Service - HD $10.00
7. Whole-Home DVR Service $3.00
8. DIRECTV Protection Plan $8.99
[Glen] : Company fees & surcharges
9. Federal Cost Recovery Charge $0.14
10. TX State Cost Recovery Charge $0.69

[Glen] : These are the whole charges for $147.43.

[Glen] : Forgot to add this

Government fees & taxes


11. TX State Sales Tax $8.63

[Glen] : Apart from this, Is there anything else I can assist you today? Please let
me know I'll be more happy to proceed!

[Me] : no nothing else

[Me] : thankyou so much for your help

[Glen] : Happy thanksgiving :)

[Me] : you to:)

[Glen] : You're most welcome :)

[Glen] : Have a great day :)

[Glen] : Please do me a favour. Hope you had good experience chatting with us. you
may leave feedback for me, once you close the chat.

[Glen] : Please help me exit this chat by clicking on the "X" button on
the top right-hand corner of this chat box. Thank you.

[Me] : sure:)

[Glen] : Friendly reminder, you can also manage your account 24/7 at att.com/Myatt.
Thank you for doing business with AT&T.

[Me] : bye bye

[Glen] : It means a lot :) It will make my day :)

[Glen] : Takecare :)

[Me] : you also takecare of your self

[Glen] : Thank you so much for being so friendly.

[Glen] : Please help me exit this chat.

[Glen] : by clicking on the "X" button on the top right-hand corner of


this chat box.

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2023 AT&T Intellectual Property. All rights reserved.
AT&T and Globe logo are registered trademarks of AT&T Intellectual Property.

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