Notes

cx unresponsive no changes made on the account EOC
11111111
Just to see if you are there so we can continue.

Please let me know if you're receiving my responses otherwise our session will end.

Our chat session is now ending. Thank you for choosing AT&T We appreciate your business.
---------------------------------------------------------
INTRO
Thankyou for contacting AT&T this is John To get started, Can I have your name and the phone number we're working with?

Hello there _______ How's your day going so far?

Alright for us to complete the authentication process I will need to send you a one time pin

Adjustment of $ has been successfully applied to the account updated balance is $

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I understand you are chatting with us in regard ________. I can feel how urgent for this concern to be resolve today. As your account specialist, I can help you check our options to help you resolving this today.

I just need to confirm your chatting in because _________ is that correct?

I can't imagine how your (issue) impacted your day. I wish you don't have to deal with it. I realize that this situation is difficult, but rest-assured I will help find a solution for you.

I'm sorry to know about what happened, but no worries as you have me here today, rest assure we can sort this out today.

I'm sorry that you are having troubles with _________________________. No worries, you have me here. I can definitely help you with that.

I know how frustrating it is

I understand that you want to ______________________.No worries, you have me here. I can definitely help you with that.


You mentioned that you need help on ____________. Don’t worry you have reached the right person and I can definitely help you with that!

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CPNI 2222222222222

For me to open the account I just need to state a disclosure, this is answerable by Yes or No.

Under federal privacy law, it is your right and our duty to protect your account information. May I use your information during this chat to discuss products offered by AT&T companies? Your decision will not affect your service.

please acknowledge so I can open up your account

PROBING
If you don't mind me asking, may I know the reason why you are unable to settle the past due on the account?

AER
I'm sorry to hear about that, XXX. I hope that you overcome this issue soon. Let me go ahead and find ways to help you.

EDUCATE
I just wanted to share that in order for us to successfully set up a payment arrangement, this should be done before the past due date so we can maximize the available date. In case that we can no longer set up/modify your payment arrangement, we might need to reach out a certain department, but let me check first.

RESO (NOT ELIGIBLE)
I sense your eagerness to set a payment arrangement to keep your services active. I have tried to modify it here on my end, as well as with my supervisor, it seems like the account does not allow us both to modify it. Same goes with other representative, and the best and only resolution for this is to contact our Financial Service Team.

Here's their direct number: 800 947 5096 M-F 8:00 AM to 10:00 PM ET.

Torch template:

Credit has been applied
“Hi Cx name, the credit of $ has been applied to your account. Your updated balance is $. Thank you!”

Cx is unresponsive
“Hi Cx name, please get back to our chat session for me to assist you further. Thank you!”

Provide number
“Hi Cx name, here’s the number of our (Dept name) 800-331-0500. Thank you!”

Provide link
“Hi cx name, here’s the link to (reason) >> link attached. Thank you!”

Payment arrangement
“Hi cx name, we have successfully scheduled the payment arrangement on (Date). Thank you!”

Cancellation
“Hi Cx name, we have successfully cancelled the watch/iPad line effective (date). Thank you!”

Feature added
“Hi Cx name, we have successfully added the (feature name) effective (date). Thank you!”

Feature removal
“Hi Cx name, we have successfully removed the (feature name) effective (date). Thank you!”

Change plan
“Hi Cx name, we have successfully changed your plan effective (date). Thank you!”

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♣♣♣ transfer spill ♣♣♣
My manager will like to take over this chat to further better assist you is it okay with you.

ATS
Let me send you to our experts over at advance tech support to get this issue resolve right away

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CANCELLATION HEADS UP:
I just want to give you a heads up that cancelling a line on your account can only be completed over the phone as we need to verify some confidential information over the recorded line .
But the thing is we can start the process now as that department may need the documentation from our department for them to complete it.

I was able to submit manual request to cancel the line ____________ that you requested. To complete processing the cancellation request, you will have to call this number 1-800-331-0500 and look for Customer Loyalty Team because we need to confirm some confidential information through phone. once they verify those information, they should be able to cancel that phone number from your account.

Port out

Heads up:
Don’t disconnect your AT&T service before requesting a number transfer with your new service provider. If you do, you’ll have to reactivate your AT&T number before your request can be completed.

Using your device with your new service provider? Make sure your device is eligible to unlock and request the Number Transfer PIN before signing up with them.


Upgrade
For this upgrade I just want to set your proper expectation that we need to settle the sales tax in order for us to ship the device, if you want you can also process the upgrade using your app or online account where in it will give you an options to add the sales tax to your bill plus the fact that it will also give you an option to pick up the device at the nearest ATT Store.


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thanks so much for waiting


Sure thing Just A heads up we only have a limited number of device unlock so we can only do a minimum of 5 device unlocks.

can I have your name pleas and did you already try online at att.com/deviceunlock


credit seeker
Thanks for staying connected. Upon checking it here, the system already detects multiple credits on the account, due to this, we are unable to provide another credit on the account. Just to let you know, if we keep on adding credit on the account, this will result to suspension or even worse, we can no longer provide credit in the future.

Before CPNI
I will make sure to resolve your concern during our chat. I just want your help in making sure that you stay connected during our interaction by using a reliable wi-fi network or data connection.

Recap
I just want to make sure everything is covered, is there a specific reason why you may consider contacting us back within the couple of days?

Pending order
alright for this one we will need the assistance of our back office sale team since they will need to verify your identity before this one ships out You will need to call our back office sales team at

The back office sales team
866-499-8008 Or 844-829-9623.

Once your Identity has been confirmed your order will be ship out immediately


Duy and ibang kupal

These devices are connected to an account with AT&T. I will be needing their account information to continue the request please. Or you can request the unlock online att.com/deviceunlock. I am hoping for your understanding.


It will be best to contact the account owner so we can proceed with the request. As right now the system is not allowing me to proceed unless I will be able to provide the needed information for this phone. I hope that this won't be taken against me and I am hoping for your utmost understanding.

Passw0rd0903!!

First net
https://www.firstnet.com/contact-us.html

Pre paid
Text prepaid to 75421 to chat with us
Mon – Sat: 9 a.m. - 11 p.m. ET
Sun: 10 a.m. - 11 p.m. ET

Real time diagnostic for the line and the device
https://www.att.com/support/wireless/
Scroll down to Fix my Wireless and log in

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AER


I just need to set proper expectation before We start. Once an account is suspended Our grasp of the account becomes very limited But no worries I will be doing my best for you on this one.

Normally, you can set up payment arrangement even if the account is past due, that is if, the account is active. Right now, is suspended, that is why we can no longer set up a payment arrangement.

CX name, you can set up payment arrangement on or before your due date. Right now, the system can no longer set up payment arrangement due to the account being suspended.

sample AER
I Know how feel, A few months ago we where actually kick out of our house because we could not pay rent and we where homeless for a good 2 months but its a good thing we where able to get back on our feet.

Thanks so much for waiting I do apologies on this one I Have exhausted all my resources for this one we will really need to pay the past due balance but since your mention your going thru some _____. We can coordinate this one with our Financial/ collections team to see if they can give you an exemption on your service just this time.

Our financial / collection team does not yet have a dedicated chat team for this one you will need to call directly here will be the number you can call 800-947-5096
7am - 9pm central time Mon-Fri


Next Up

I just need to set proper expectation Next up early upgrade can only be added at the point of sale if ever you change your mind we will not be able to add it back okay


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4 point close
☻Recap

Alright just a quick recap (issue) and we (resolution)

☻SSO/Self service option

If you have future transaction, don't forget to use our AT&T app where you can process bill payment, upgrade and check bill information etc. You can download it on google play store or apple store or to check our promotions you can visit our website.


Updated SSO



Self service options spiels

Payment arrangement 12345
By the way, CX Name, you can schedule your payment arrangement on the tip of your finger but since you have me on the chat, let’s work on this together. Scheduling a payment arrangement has never been easier, use this link: https://www.att.com/support/article/wireless/KM1025834/

Autopay update
CX Name, speaking of modifying your autopay, it’ll be my honor to help you resolve this matter, but in case you wanted to modify it using your phone, you can go on this link https://www.att.com/support/article/my-account/KM1009352/. Go to Autopay and sign in if asked. You may see FAQ’s as well regarding the automatic payment.

Payment issues
Let me take this opportunity to share to you, CX Name, that you can resolve any payment issue using your phone, but since you have me on the chat, let’s work on this together. For any payment-related concern, this link may be helpful Resolve Payment Issues - AT&T Wireless Customer Support (att.com). All important information is also included once you access that link.

Make a payment online
CX name, just to share, you can make payment without waiting in queue but since you have me on the chat, let me help you make sure your payment goes through. For your convenience on making a payment online, you may access your ATT app and go to billing and payments section > make a payment or you may go to https://www.att.com/acctsvcs/fastpay

Billing
Just so you know, CX Name, to be updated with your monthly, you can access it through your phone, but since you have me on the chat, I will be happy to help you with your billing concern. To access your bill, kindly go to this website: https://www.att.com/support/article/my-account/KM1008625/. Or you may use your AT&T app and go to billing and payments section.

Order status
Vicki, just so you know, you can track your order using your phone, but I will be gladly to give you an update on your order. You may track and check your order using this link att.com/checkmyorder to keep posted with the status of your order. Just enter your order number and you’re shipping or billing zip code. AT&T will also send you an email regarding the status of your order, please check it from time to time.

Trade in
By the way, CX Name, you can check the status of your trade-in on our website, but I will be happy to share with you the status of your trade-in, you may use this link att.com/tradein. We will also send you an update via email regarding the status of your trade.

To get or generate a trade in label, you may initiate the process on this link att.com/tradein. Fill out the details, once done, it will give you options to receive the label via email or if you prefer a trade-in kit, it will be mailed within 7-10 business days upon request.

New device activation
CX name, just to share that you can have the power to activate your device by accessing our link, but I will be happy to help you enjoy your new phone. To activate your device here’s the link: AT&T Order Status Activation Portal: - Activate your wireless device (att.com). Click the number you would like to activate, once done. Your device will be automatically activated real time.

Port in
CX name, you can check the status of your port-in or port out request on a specific link, but since you have me on the chat, let me take care of that for you. To make sure that the transfer will be completed you may access this link to check the status of the transfer and if there’s additional information needed. Please go to att.com/portstatus. Once transfer is completed, you can activate the number/s here on this link att.com/activatenow


Plan change
CX Name, just to let you know, you have the power to make changes on your plan using your phone, but let’s do that since you have me on the chat right now. Here’s the link for you, https://www.att.com/support/article/wireless/KM1010787/. There are FAQ’s as well for the plans available including the inclusions and what to expect with the options we have.

Billing and payment history
CX name, it’s important to check and know the charges of your monthly bill. To view your monthly statement, this link may be helpful View Your AT&T Bill - AT&T Bill & account Customer Support (att.com).

Usage
CX name, just so you know, you can track or monitor your data using your phone but since you have me right now, let’s work together! Here’s on how you can track and monitor your data and hotspot usage as well as your call and text details, this link may be helpful View AT&T Billed Usage Details - AT&T Bill & account Customer Support (att.com).

If you applied a credit on the account
CX Name, to check the credit that we have applied on your account today, go to the homepage of your ATT app and you will see the updated balance or visit this link View Bill Credits, Adjustments, or Discounts - AT&T Wireless Customer Support (att.com). Adjustments and credits will show up after 24-48 hours.

Subscriptions and purchases
CX Name, you can manage and access your subscriptions and other third-party purchase on your ATT account, this link may be helpful Manage Mobile Purchases and Subscriptions - AT&T Wireless Customer Support (att.com). But let’s resolve this matter right now.

Signature discount
CX Name, having discounts on the always helps us with monthly budgeting, and you can easily apply it online, but since you have me on the chat, let’s go ahead and work together. Here’s the link on how you can apply the discount https://www.att.com/signatureprog/. Discounts will be added after 2 cycles once approved.

Appreciation discount
CX Name, AT&T honors your profession and we aim to make it easier for you. You can apply for the 25% discount online, but since you have me on the chat, let’s work together. You may access this link to have it applied to your AT&T account https://www.att.com/support/article/wireless/KM1436361/. Discounts will be added after 2 cycles once approved.

Reward card redemption
CX Name, I would like to share that you can check your reward card online, but since you have me on the chat, I am more than happy to help you. For any visa card or any reward card redemption, you may access this link to sign up, claim rewards and check your reward card balance https://rewardcenter.att.com/home.aspx

Update email address / billing address
CX Name, you have the power to update your email or billing address online, but let’s work together since you have me on the chat. You can use this link https://www.att.com/support/article/wireless/KM1031540/. That link may help you as well with changing your phone number, and mailing address for your AT&T accounts.

Passcode reset
Just in case you forget your AT&T pin/code, CX Name, this link will help you on how to set a new pass code https://www.att.com/support/article/wireless/KM1051385/. Pin should be composed of 4-8 numeric code.

Device unlock
CX Name, you have the power to unlock on our website, but since you have me right now, let’s work together! For unlocking your device, you may access it through this link www.att.com/deviceunlock. Enter the device IMEI and some information relevant to your account and your device will be unlocked within 48-72 hours.

T&C
To successfully finish this one please accept the Terms and Condition here <a href="https://www.att.com/tc/">Terms and Condition</a> Also use the number we reserved to accept it. Then afterwards, I'll be able to provide your order number.

Report spam messages
We take your security very seriously, CX Name, thus, you can report someone using this link https://www.att.com/support/pages/report-call-or-text or att.com/cyberaware.

File a claim
CX name, you can actually file claim online with the help of your phone. But since you have me on the chat, let’s work on this together. If you have broken, lost or stolen devices and would like to file a claim online, you may access this link https://www.phoneclaim.com. Fill out the claim form and you will be notified once the claim has been approved.

TOBR
CX Name, requesting to transfer from one to another account can be done online, the account holder of that account needs to initiate the using this link https://www.att.com/acctmgmt/tobr/. After requesting the transfer, the future owner/you will receive an email with instructions how to add him on your account, which should be completed within the next 14 days.

Add-ons
CX NAME, you can actually remove or add features on your account online, but since you have me on the chat, I’ll be glad to help you resolve your concern. For your future reference, you may also save this link where you can add/remove feature as well so that you won't need to wait on a queue again for a long time. https://www.att.com/support/article/wireless/KM1010773

Upgrade
CX NAME, just so you know, you can have the power to upgrade your device in the comfort of your phone but since you have me on the chat, let’s work together. You may also process the upgrade on your end with help of this link https://www.att.com/support/article/wireless/KM1002380/.

Cancellation
CX NAME, you don’t need to wait in line to request for a cancellation of your non mobile device (tablet, wearable, phone) line or the entire AT&T account, this link may be helpful and all good to know information are included. Please visit https://www.att.com/support/article/wireless/KM1008472/ and check out the necessary details.

Update IMEI
for future reference you can update your Device at any time _____ just follow the steps here is this link https://www.att.com/support/article/wireless/KM1001034/

Recap
Just a quick recap, We have _______________ Is there any other concerns I may assist you with today and in the next coming days? I just want to make sure I take care of everything today.

☻TEMP CHECK
5 s
have I provided you excellent customer service today?

Is there any other concerns I may assist you with today and in the next coming days? I just want to make sure I take care of everything today.

☻Closing

Once again, this is John, thank you for choosing AT&T have a great day

♦♦♦♦♦♦♦
By the way after this, you have the option to download a copy of our chat conversation by clicking the X button in our chat window and end our chat session

You can exit our chat by hitting the White/red X on the top right corner of our chat.

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Adjustment
Name:
Billing cycle: 07-12-24
Reason: cx request
Amount: $
Approved by:mf212d

Plan rate :$
Equipment :$
Add ons :$
Promotion and Discounts:$
total before taxes and fees :$

DMDR
TL Approval and ATTUID: mf212d approved this sale, customer passed credit evaluation, good payment history, eligible for offer
Recent Address Change (Yes/No): (If Yes, provide details) NO
PPU, Shipping, and Card Billing address same? (If No, provide details) YES
Email Address:
Best Contact number for this order:
Best time to reach:
Reason for purchase:

AT&T Unlimited Elite
Unlimited &More Premium*
Unlimited Choice**
Unlimited Choice 2**
Unlimited Plus**
Unlimited Plus Enhanced**
Unlimited Choice Enhanced**



HBO log in
Go to your myAT&T account overview via the web (not on myAT&T app).
2. Look for the Activate HBO Max tile
3. Click Activate if it appears
4. Download HBO Max app from their app store.
5. Open HBO Max app and select the person icon
6. Select Sign In, then Sign in with a Provider.
7. Select AT&T and enter:
8. AT&T User ID
9. Password
10. Start Streaming!

other HBO
Download the HBO Max app via hbomax.com, Apple or Google app stores.
Choose your provider AT&T (for wireless and internet customers) or DIRECTV (for TV customers).
Log in with your AT&T or DIRECTV username and password.
Start streaming.

Download and install the HBO MAX app on each compatible device: Have the customer access help.hbomax.com/Answer/Detail/000001244.

Auto pay
https://www.att.com/support/article/my-account/KM1009352/

The reason why the Plan increase $5 each per line is because of the recent update with the autopay From $10 discount per line to now just $5 This is ATT keeping up with other providers since other providers are now $5 discount with auto pay BUt Good news Here at ATT we can keep the Autopay at $10 discount all we need to do is Update your autopay to your debit/ checking



Alright I would Like to inform you know That we over the chat can only cancel watch and tablet lines. for all phone line cancelation must be done over the phone with the customer loyalty department.


LINKSSSSSS


Installment pay off
https://www.att.com/acctmgmt/passthrough/installmentplan

Transfer of billing responsibility
https://www.att.com/acctmgmt/tobr/
https://www.att.com/support/article/wireless/KM1045265

Autopay
https://www.att.com/support/article/my-account/KM1009352/
support/article/my-account/KM1009352/

file a claim
https://www.att.com/offers/device-protection/ or call
888.562.8662

International day pass
https://www.att.com/international/day-pass/
international/day-pass/

Troubleshooting
https://www.att.com/support/wireless/
support/wireless/

The back office sales team 866-499-8008 Or 844-829-9623. 9am to 9-pm

payment arrangement
https://www.att.com/support/article/wireless/KM1025834/
support/article/wireless/KM1025834/

Fast
https://www.att.com/acctsvcs/fastpay

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Strong offer to sale. 444444444

While I am working on on your account I would like to congratulate you for being a value customer of Since ______
14

While I was working on your Account I saw here a once in a lifetime deal for a new line. Just for you the iPhone 14 For Just $5.99 a month compared to its Original price of $20.28 a month Interested?
15 plus

original price of this is $730.08 now its just $215.64 so that's a total of $514.44 discount

original price of this is $930 now its just $395.64 so that's a total of $534.6 discount

Alright no worries Just a heads up this is only a limited time offer I cannot guarantee that this offer will be here if ever you change your mind

I understand and that won't be any problem. If in the near future you decided to get another line, we have tons of promotion from our website which is att.com.

I can see that you are one of the loyal customers here at AT&T. Thank you for your business. Just so you know, you are eligible to have our limited offer. Let's discuss this after resolving your concern.

Since you been a long time subscriber. ATT would Like to congratulate you with one of its special promotions A once in a lifetime $5.99/mo iPhone!! interested?

By the way, how’s your experience with AT&T so far?

Glad to know that. I will be asking few questions to maximize the value of your money.


Negative: I’m terribly sorry about that. To make it up to you, I will be asking some questions to give you value of your money.

Can I ask on how many family members you have in your household who's in need mobile services?

How do you usually use your service?

Are you into streaming movies/music, watching videos, hotspot?

Are you using your mobile services for your office, work from home, school, etc?

Got it. Can I ask what activities you are doing in your phone during your usual day?

Lastly, can I ask if you have a spare phone device available?

As one of our loyal customers, AT&T would like to reward you with iphone 14 for only $10.99 per month . this is an early gift from At&t and its limited, that I don't want you to miss. Let's go ahead and sign you up!



If I may ask Do you happen to have like a family member who dissent have a phone or service with att?

Do you happen to have a back up phone that you can use for emergency or just like for a work phone



it is for the iPhone 13 $2 a month for 36 months.
which means in total its Just $72 From $520.2

Sample statement can use:
I’m often amazed how the cost of everything from gas to food has increase but AT&T prices have remained steady. Prices hikes to everything but AT&T remains with their prices. We can offer with the FAN discount to get premium has just $5 more a month and explain the benefits of the plan. To increase tower and get more better connection for all the customer.



AT&T upgraded all the plan to premium service and the plan that we have in your account is the grand father plan. we want to make sure that we also give you the best service while keeping the plan if you don't want to have it change to the latest plan. and since some network and other carrier upgraded their service as well due to increase in a market place AT&T needs to increase a little bit for us to sustain the speed of service even if the plan is the grandfather plan.
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Disclosure
Just a heads up payment arrangement are subjective to a late fee of $7 this will not be for today this will reflect on the next billing cycle

Please be advice that there will be a one time fee of $35 for the activation fee. and also some pro rated charges .

For the sales tax I be sending you a secured link where you can make the payment. what number should I send the link to?

The FCC requires AT&T to offer you Broadband Facts about AT&T's plans to help you decide on a plan. Let me know if you would like me to email that to you for any of the plans we discuss today.

Please be advice since we will be making changes, in the middle of the billing cycle. that there will be some pro rated charges and pro rated credits

To continue, I may need to use your existing credit information on file with other AT&T companies. Is that okay?

You can choose to stop receiving "prescfreened" credit offers from us and other third-party companies by calling 888-5-OPTOUT (888-567-8688). See the PRESCREEN & OPT-OUT NOTICE in the Customer Service Summary (CSS) for more information about prescreened offers.

For us to continue with the Order I will be needing to send you a one time pin . what number should I send the one time pin?

Since we will replace the (broken, lost, stolen) device with a new one, there will be an insurance deductible fee as a one-time charge that will show up on your next bill. With the help of your insurance, you can get a replacement at a discounted rate rather than paying the full amount of the device.

Finding your IMEI number on any device
Dial *#06# from your device.
You'll see your IMEI number displayed on your screen.

Connect to WiFi
Go to Settings>Cellular
Choose the option to download the eSIM

The reason why the Plan increase $5 each per line is because of the recent update with the autopay From $10 discount per line to now just $5 This is ATT keeping up with other providers since other providers are now $5 discount with auto pay BUt Good news Here at ATT we can keep the Autopay at $10 discount all we need to do is Update your autopay to your debit/ checking

[11:40 PM] DE OCAMPO, JOHN MARTIN
1. Open Max app, customer lands on the carousel page.

2. Ask the customer to either click the [Person] icon in lower right-hand corner or have them attempt to play a video.

3. They are redirected to Get Max screen. Have them select [Sign in to your account} at the bottom of the screen.

4. Click [Connect with Provider] and select [AT&T]. The customer is redirected to the AT&T sign in screen.

5. Have cx enter Myatt User ID and Password and click [Sign in].

6. Once they have successfully signed in, they are redirected back to Max page.


http://lscti-prd-pulse-esvcs.it.att.com:8080/pulse/plugins/pulse/#/

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