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here is the product knowledge of this mock call i want you to take a minute to at least familiarize all of these information so you will be able to better understand the mock call and now let's begin ready one two three go ring hi thank you for calling powerup this is candice how may i help you hey um did you guys increase your rate for unlimited package not recently no in fact we have not changed our rate since 2010. oh really because this month you guys are charging me 53 dollars instead of 50. really that's weird that's not supposed to happen uh but i could check your account for you though and see what the charge was for i just need your account number and your full name yes please i would appreciate it so my full name is cersei bannister cersei is spelled as c e r s for sorry e i and my last name is banister like the site of a staircase with a single n okay thank you and and your account number account number what account number i i don't have it couldn't you check using my name because my name's quite unique so you should be able to pull it up without getting duplicates for security purposes i would need both your full name and your account number you should find your account number uh at the top right corner of your billing statement okay uh let me just go ahead and check my email hang on sure okay i got the email where do i find it it's at the top right corner of the email it should start with one two and it's composed of six digits got it so my account number is one two three four five six thank you let me just pull up your account give me one moment mm-hmm okay i got it uh so ing to your september billing statement you were charged an extra three dollars due to the late payment of your august bill so the due date was on august 15th and it was paid on september 1st wait what what are you talking about you're charging penalties now i didn't know that yes cersei this was written on the terms and conditions when you signed up with us ah i see so let me just get this straight you buried an important piece of information in a place where let's admit it nobody even reads and now you're expecting me to pay for a penalty that i'm not even aware of except for the person who wrote your terms and conditions i mean help me understand because i'm at a loss here i really am you don't seriously expect me to pay for the penalty do you we understand that could happen sometimes it's not a big amount but i think it's just disappointing really uh i have been with you guys for four years now and this is the only time i paid late not intentionally mind you because i would have paid on time if it was up to me but i had an issue with my bank it took them days to fix it it's just disappointing one mistake without warning poof my three dollars went down the drain you know what i mean it's disappointing and to think that i have been with you guys for four years now there must be something you can do about this totally cersei i understand i i honestly don't treat the terms and conditions myself when i sign up for services and exactly i know that our management understands this so that's why because this is your first time getting this penalty and you have been with us a long time now i can say it in your account that you have been with us since 2015. we can definitely give you a one-time exception and cancel the three dollar penalty from your charge oh thank you that's exactly what i need thank you so much candice no problem at all cersei uh we give a leeway for cases like this and also i have to remind you that this is only going to be a one-time exception because this is your first time and you were not aware of this penalty we are more than happy to accept you from this charge of course of course i completely understand this will never happen again in my four years of being with you guys i have never been late without payments before except for this one of course so thank you so much for resolving this issue for me i am forever your loyal customer oh that's certainly music to my ears cersei that's really nice to hear thank you so what i'm gonna do is i will just uh submit the request to our billing department uh would it be okay if i put you on hold for two minutes to do that absolutely take your time thank you thanks for waiting cersei hi candace so i have already submitted the request to cancel the three dollar penalty from your bill you can now pay your bill for 50 instead of 53. perfect i can't thank you enough candace you have been very helpful and very understanding my pleasure cersei is there anything else that i can help you with today oh yes uh actually could you send me a confirmation email confirming what we just talked about in this call could you maybe confirm in your email that i would only pay fifty dollars instead of 53 and that you will cancel the three dollars could you do that for me please absolutely i will send it to you within two to three minutes after this call to you to the email on file which is cersei at casterlyrock.com perfect thank you so much candice and so sorry for the trouble that's all i need for today no trouble at all cersei no trouble at all um if that's all you need for today then you have a fantastic day thank you for calling power up you too candace have a fantastic shift bye i will bye if you need a detailed explanation as to why candice was saying the things that she was saying during this call click the link on the screen this is where i explain the call flow step by step and address any confusion and questions that you might have about this mock call alright that is all for today bye