Hear an AI get through sales to billing and get a double charge credited

What happened

JooVoice calls Pacific Wave about Leilani Kahale’s October bill: the modem rental was charged twice. Tyler in sales says billing handles that, pitches a faster plan, then transfers the call.

JooVoice turns down the plan. Marcus in billing has no notes from the transfer and asks for the story from the start, the account number and the address.

JooVoice explains again, gives the account number, says it’s an AI assistant and that the call is recorded, and says it doesn’t have the address to hand. Marcus finds the double charge and credits $12.99 to the next bill, reference PW-684351.

The outcome

Credit

$12.99, on the next bill

Reason

Modem rental charged twice in October

Reference

PW-684351

Route

Sales, then billing

Moments to listen for

1. Wrong department ▶ 0:15 billing handles all that stuff
2. Passes on the upgrade ▶ 0:36 if you can send me over to billing, that'd be awesome
3. Billing starts cold ▶ 0:52 I don't have any notes or anything
4. Explains again ▶ 1:06 Should just be twelve ninety nine on the October bill, not twice.
5. Credit given ▶ 1:30 I can go ahead and credit that back

The whole call

Tap a line to hear it.

1. Provider 0:00 Hey, thanks for calling Pacific Wave! I'm Tyler in sales. How's your day goin'?
2. JooVoice 0:06 My day's going all right, thanks! Hey, Tyler, I wonder if you can help me out? I'm calling about the October bill — the modem rental got charged twice.
3. Provider 0:15 Ah, bummer about the double charge! Well, billing handles all that stuff, you know? So I can't really help with that. But, you know, since we're already talking, maybe you'd be interested in like, our 300 megabit plan? It's only like fifteen bucks more a month, super fast. No? Okay, well, I understand. Lemme just transfer you over to billing, they'll take care of that. Hold on one sec.
4. JooVoice 0:17 It's under Leilani Kahale — I'm an AI assistant calling for her, and the call's recorded so she has a record of what we sort out. That okay?
5. JooVoice 0:36 Ah, totally fair. We're pretty good with the plan we got, but if you can send me over to billing, that'd be awesome, mahalo!
6. Provider 0:43 Hello, this is Marcus in billing. How can I help you today?
7. JooVoice 0:46 Hi Marcus. I'm calling about an October bill — the modem rental got charged twice.
8. Provider 0:52 Ah, okay. So, I just got the transfer here, so I don't have any notes or anything. Could you just walk me through from the beginning what's going on? And also, can you give me your account number and confirm the service address on file, just so I can pull up the details?
9. JooVoice 1:06 Sure, I can give you the account number. It's seven. seven. three. one. zero. zero. nine. four. It's Leilani Kahale's account — I'm an AI assistant calling for her, and the call's recorded so she has a record. That okay? As for the address, I don't have that one in front of me right now, but we just want to get the extra modem charge taken off. Should just be twelve ninety nine on the October bill, not twice.
10. Provider 1:30 Okay, I see the account there. Yeah, it looks like it was double charged there for the modem. There was a rate change recently, and some accounts got hit with that. I can go ahead and credit that back, and that'll show up on your next bill. It'll be a 12 99 credit, and the reference number is PW- 684351. Does that sound good?
11. JooVoice 1:53 Twelve ninety nine, credited, and PW684351. Perfect! Mahalo, take care.
12. Provider 2:00 Yep, you got it. Have a good day. Bye.

More calls like this

• United States · Spanish 2:29

  Keep up when the language switches

  The receptionist goes from Spanish to English and back. It books the physical.

  −10

  +10

  Share

• United States 1:59

  Stay calm with an angry dispatcher

  He demands a $49 fee. It calmly gets it waived and the delivery moved to Saturday.

  −10

  +10

  Share

• United States 2:15

  Answer “are you a robot?”

  Asked twice. It says it’s an AI both times, then books Saturday at 3:30.

  −10

  +10

  Share

• United States 3:13

  Correct a misheard date and number

  The receptionist mishears both. It corrects each and books Tuesday at 9:15.

  −10

  +10

  Share

All get through the hard parts calls → Every call →