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6bb8c13d61b04366898dde97aaecd244 | client | 2023-10-28T12:28:34.615386+00:00 | Okay, that sounds good. Can you give me an idea of how long the wait time will be? |
6bb8c13d61b04366898dde97aaecd244 | agent | 2023-10-28T12:28:42.923078+00:00 | Unfortunately, our technical support team is currently experiencing a higher volume of calls than usual, so the wait time may be a bit longer than expected. However, I assure you that they will be with you as soon as possible. In the meantime, is there anything else I can assist you with? |
6bb8c13d61b04366898dde97aaecd244 | client | 2023-10-28T12:29:06.923078+00:00 | No, that's okay. I'll just wait for their call. Thank you for your help, Deana. |
6bb8c13d61b04366898dde97aaecd244 | agent | 2023-10-28T12:29:13.846155+00:00 | You're welcome, Diego. I apologize again for the inconvenience and appreciate your patience. We'll make sure that the technical support team is aware of your issue and will contact you as soon as possible. Have a great day! |
91d2af905dc942728347dcf57e096ee5 | agent | 2023-11-07T15:15:35+00:00 | Hello, thank you for calling Union Mobile's 24/7 Phone Support. My name is Guillermo, and I'll be assisting you today. Can you please provide me with your name and account number so I can verify your identity? |
91d2af905dc942728347dcf57e096ee5 | client | 2023-11-07T15:15:52.076923+00:00 | Hi Guillermo, my name is Eula, and my account number is 1234567890. |
91d2af905dc942728347dcf57e096ee5 | agent | 2023-11-07T15:15:57.615385+00:00 | Thank you, Eula. I've verified your identity. Can you please tell me the reason for your call today? |
91d2af905dc942728347dcf57e096ee5 | client | 2023-11-07T15:16:05.923077+00:00 | Yes, I'm calling because I'm experiencing a service outage or network issue. I canm unable to make or receive calls, and my data isn't working either. |
91d2af905dc942728347dcf57e096ee5 | agent | 2023-11-07T15:16:17.923077+00:00 | Sorry to hear that, Eula. Let mes try a few troubleshooting steps to see if we can resolve the issue. Have you tried restarting your device and checking for any software updates? |
91d2af905dc942728347dcf57e096ee5 | client | 2023-11-07T15:16:32.692308+00:00 | Yes, I've already that,. It didn't work. |
91d2af905dc942728347dcf57e096ee5 | agent | 2023-11-07T15:16:35.923077+00:00 | Alright, let's try a different approach. Can you please check if your device is in airplane mode or if there's a problem with the SIM card? |
91d2af905dc942728347dcf57e096ee5 | client | 2023-11-07T15:16:47.923077+00:00 | Okay, I've checked and it's not in airplane mode, and the SIM card seems to be fine. |
91d2af905dc942728347dcf57e096ee5 | agent | 2023-11-07T15:16:55.769231+00:00 | Great, thank you for checking that. Since, it seems like the issue is not related to your device, but rather a our network. I apologize for the inconvenience this has caused you. Unfortunately |
91d2af905dc942728347dcf57e096ee5 | client | 2023-11-07T15:17:11+00:00 | (frustrated) Yeah is unacceptable. I pay good money for this service, and now I can't even use my phone. |
91d2af905dc942728347dcf57e096ee5 | agent | 2023-11-07T15:17:19.769231+00:00 | I understand your frustration, Eula. Unfortunately, there's nothing more I can do from this end to resolve the issue. You'll need to call our network support team at 1-800-123-4567 to report the outage and get further assistance. |
91d2af905dc942728347dcf57e096ee5 | client | 2023-11-07T15:17:36.846154+00:00 | (disappointed) Fine, I'll call them now. But this is ridiculous. |
91d2af905dc942728347dcf57e096ee5 | agent | 2023-11-07T15:17:41.461539+00:00 | I apologize again for the inconvenience, Eula. Is there anything else I can assist you with today? |
91d2af905dc942728347dcf57e096ee5 | client | 2023-11-07T15:17:49.307693+00:00 | No, that's all. Thank you. |
91d2af905dc942728347dcf57e096ee5 | agent | 2023-11-07T15:17:51.615385+00:00 | Alright, thank you for choosing Union Mobile. Have a great day, Eula. |
91d2af905dc942728347dcf57e096ee5 | client | 2023-11-07T15:17:57.153847+00:00 | (hangs up) |
91d2af905dc942728347dcf57e096ee5 | agent | 2023-11-07T15:17:58.076924+00:00 | (s himself) Well was a bit challenging. I hope the customer getss issue gets resolved soon. Time to move on to the next call. |
7b987c77f3524fbd817b90e8b9d167c3 | agent | 2023-11-27T11:01:47+00:00 | Hello, thank you for calling Union Mobile's 24/7 Phone Support. My name is Johanna, how can I assist you today? |
7b987c77f3524fbd817b90e8b9d167c3 | client | 2023-11-27T11:01:56.230769+00:00 | Hi Johann I'm calling to report a service outage or network issue. I've having trouble accessing data on my phone. |
7b987c77f3524fbd817b90e8b9d167c3 | agent | 2023-11-27T11:02:05.461538+00:00 | Sorry to hear that, Isabella. Can you please provide me your account PIN so I can verify your identity? |
7b987c77f3524fbd817b90e8b9d167c3 | client | 2023-11-27T11:02:14.230769+00:00 | Sure, it's 1234. |
7b987c77f3524fbd817b90e8b9d167c3 | agent | 2023-11-27T11:02:15.615384+00:00 | Thank you, Isabella. Now, can you tell me a little bit more about the issue you're experiencing? What kind of device are you using and what error messages have you received? |
7b987c77f3524fbd817b90e8b9d167c3 | client | 2023-11-27T11:02:29.923076+00:00 | I'm using a Samsung Galaxy S21 and I haven't received any error messages. I just can't connect to the internet or access any data services. |
7b987c77f3524fbd817b90e8b9d167c3 | agent | 2023-11-27T11:02:41.461538+00:00 | Alright, let' check on that for you. Can you please hold for just a moment? |
7b987c77f3524fbd817b90e8b9d167c3 | client | 2023-11-27T11:02:48.384615+00:00 | Sure, thank you. |
7b987c77f3524fbd817b90e8b9d167c3 | agent | 2023-11-27T11:02:49.769230+00:00 | Thank you for holding, Isabella. I've checked on your account and it looks like there's a known issue in your area affecting data services. Our engineering team is working on resolving the issue as soon as possible. In the meantime, I recommend trying to restart your device and see if that helps. If not, you can try using Wi-Fi to access the internet. |
7b987c77f3524fbd817b90e8b9d167c3 | client | 2023-11-27T11:03:18.846153+00:00 | Okay, I'll try that. But can about my data usage? Will I be charged for the data I'm using while trying to troubleshoot this issue? |
7b987c77f3524fbd817b90e8b9d167c3 | agent | 2023-11-27T11:03:30.384615+00:00 | Don't worry, Isabella. We'll take care of that for you. I'm going to add a note to your account so waive any data charges incurred while you're troubles shooting this issue. |
7b987c77f3524fbd817b90e8b9d167c3 | client | 2023-11-27T11:03:44.692307+00:00 | Thank you so Johanna. That's really helpful. |
7b987c77f3524fbd817b90e8b9d167c3 | agent | 2023-11-27T11:03:47.923076+00:00 | You're welcome, Isabella. Is there anything else I can assist you with today? |
7b987c77f3524fbd817b90e8b9d167c3 | client | 2023-11-27T11:03:53.923076+00:00 | No, that's all. Thank you again your help. |
7b987c77f3524fbd817b90e8b9d167c3 | agent | 2023-11-27T11:03:57.615384+00:00 | You're welcome, Isabella. Have a great day and please let us know if you have any other questions or concerns. |
405bc9569be84b248637127a61744fac | agent | 2023-12-21T16:14:06+00:00 | Hello, thank you for calling Union Mobile's 24/7 Phone Support. My name is Karl, how can I assist you today? |
405bc9569be84b248637127a61744fac | client | 2023-12-21T16:14:15.230769+00:00 | Hi, I'm having to report a service outage or network issue. I'm having trouble accessing data on my phone. |
405bc9569be84b248637127a61744fac | agent | 2023-12-21T16:14:24+00:00 | Sorry to hear that, Marsha. Can you tell me a little bit more about the issue you're experiencing? Are you getting any error messages or are you unable to connect to the internet at all? |
405bc9569be84b248637127a61744fac | client | 2023-12-21T16:14:40.153846+00:00 | Yeah, I'm not able to connect to the internet at all. It justs really frustrating because I need to access some important information on my phone. |
405bc9569be84b248637127a61744fac | agent | 2023-12-21T16:14:52.153846+00:00 | I understand how frustrating that must be. Let me see if I can help you troubleshoot the issue. Have you tried restarting your phone or turning it off and back on? |
405bc9569be84b248637127a61744fac | client | 2023-12-21T16:15:06.461538+00:00 | Yes, I've tried both of those things and they problem persists. |
405bc9569be84b248637127a61744fac | agent | 2023-12-21T16:15:11.538461+00:00 | Alright, let me check on the status of your account and see if there are any known issues in your area. Can you please provide me with your account PIN or the last four digits of the credit card associated with your account? |
405bc9569be84b248637127a61744fac | client | 2023-12-21T16:15:31.384615+00:00 | Sure, my account PIN is 1234. |
405bc9569be84b248637127a61744fac | agent | 2023-12-21T16:15:34.153846+00:00 | Thank you, Marsha. I've verified your identity and I'm checking on the status of your account now. It looks like there is an outage in your area that is affecting some customers. Our engineers are working to resolve the issue as quickly as possible. |
405bc9569be84b248637127a61744fac | client | 2023-12-21T16:15:54.461538+00:00 | Oh, okay. So it's not just me? |
405bc9569be84b248637127a61744fac | agent | 2023-12-21T16:15:57.692307+00:00 | No, it's not just you. We apologize for the inconvenience and are working to get everything up and running again as soon as possible. In the meantime, would you like me to offer you a complimentary data pass so you can use your phone's data without worrying about going over your limit? |
405bc9569be84b248637127a61744fac | client | 2023-12-21T16:16:21.692307+00:00 | That would be great, thank you! |
405bc9569be84b248637127a61744fac | agent | 2023-12-21T16:16:24.461538+00:00 | Great, I've added the data pass to your account. Is there anything else I can assist you with today? |
405bc9569be84b248637127a61744fac | client | 2023-12-21T16:16:33.230769+00:00 | No, that's all. Thanks you for your help, Karl. |
405bc9569be84b248637127a61744fac | agent | 2023-12-21T16:16:37.384615+00:00 | You're welcome, Marsha. Thank you for choosing Union Mobile. Have a great day! |
405bc9569be84b248637127a61744fac | client | 2023-12-21T16:16:43.384615+00:00 | Thank, you too. Bye. |
405bc9569be84b248637127a61744fac | agent | 2023-12-21T16:16:45.230769+00:00 | Bye. |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | client | 2023-09-20T11:58:09+00:00 | Hello, I'm calling to report a service outage or network issue with my Union Mobile phone. |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | agent | 2023-09-20T11:58:16.384615+00:00 | Good afternoon, Mona. Sorry to hear that. Can you tell me a little bit more about the issue you're experiencing? |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | client | 2023-09-20T11:58:25.615384+00:00 | Yeah, I can't seem to get any signal bars on my phone. I've tried restarting it and everything, but nothing's working. |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | agent | 2023-09-20T11:58:35.307692+00:00 | Alright, let me see if I can help you with that. Can you tell me your account PIN so I can look up your account?? |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | client | 2023-09-20T11:58:46.846154+00:00 | Ugh, do I have to? Fine. It's 1234. |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | agent | 2023-09-20T11:58:50.538462+00:00 | Thank you, Mona. Now, can you tell me the make and model of your phone? |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | client | 2023-09-20T11:58:57.461539+00:00 | It's an iPhone 12. Can you just fix the problem already? |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | agent | 2023-09-20T11:59:02.538462+00:00 | Of course, Mona. I apologize for having to ask you all these questions. Now, can you tell me what kind of plan you have with us? |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | client | 2023-09-20T11:59:14.538462+00:00 | I have the Unlimited Data plan. Can we just get on with it? |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | agent | 2023-09-20T11:59:20.538462+00:00 | Sure thing, Mona. I'm going to go ahead and troubleshoot the issue now. Can you please try turning your phone off and back on again? |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | client | 2023-09-20T11:59:32.076924+00:00 | *sigh* Fine. Hold on. OkayOkay, it's back on.* |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | agent | 2023-09-20T11:59:35.769232+00:00 | Great! Now, can you try connecting to a Wi-fi network to see if that helps? |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | client | 2023-09-20T11:59:42.692309+00:00 | *groans* Alright. hold on. *pause* Okay, I'm connected to a network now. |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | agent | 2023-09-20T11:59:48.230771+00:00 | Excellent! Now, can you try making a test call to see if you have any signal? |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | client | 2023-09-20T11:59:55.615386+00:00 | *sigh* Fine. *pause* Okay, I tried calling my mom and it's still not working. |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | agent | 2023-09-20T12:00:02.076924+00:00 | Sorry to hear that, Mona. Based on the troubleshooting we've done, it looks like there might be a network issue in your area. I'm going to go ahead and escalate this issue to our engineering team. They'll work on getting the issue resolved as soon as possible. In the meantime, would you like me to call you back when the issue is resolved or would you prefer to call us back when you have some chance to try your phone again? |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | client | 2023-09-20T12:00:39.461539+00:00 | *sigh* Just call me back when it's fixed. |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | agent | 2023-09-20T12:00:43.153847+00:00 | Of course, Mona. Thank apologize again for the inconvenience and appreciate your patience. Before I let you go, would you mind taking a brief survey about your experience today? It will help us improve our customer service. |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | client | 2023-09-20T12:01:00.230770+00:00 | *sigh* Sure. But make you at least make it quick? |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | agent | 2023-09-20T12:01:04.846155+00:00 | Absolutely, Mona. The survey will only take a minute of your time. Thank you like me to read the questions al you or would you prefer to read them yourself? |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | client | 2023-09-20T12:01:18.692309+00:00 | *sigh* Just read them to me. |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | agent | 2023-09-20T12:01:21.461540+00:00 | Great! Here's the first question: How would you rate your overall satisfaction with the customer service you received today? Would |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | client | 2023-09-20T12:01:30.692309+00:00 | *sigh* I guess a 6 out of 10. |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | agent | 2023-09-20T12:01:34.384617+00:00 | Thank you, Mona. And how likely are you to recommend Union Mobile to a friend or family member based |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | client | 2023-09-20T12:01:43.153848+00:00 | *shrugs* I don't know. Maybe a 5 out of 10. |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | agent | 2023-09-20T12:01:47.769233+00:00 | Thank you, Mona. Is there anything else you'd like to share about your experience today? |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | client | 2023-09-20T12:01:54.692310+00:00 | No. Just fix the problem already. |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | agent | 2023-09-20T12:01:57.461541+00:00 | Of course, Mona. Thank you for your p and patience. We'll make sure to follow up with you as soon as the issue is resolved. Have a great day! |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | client | 2023-09-20T12:02:10.846156+00:00 | *sigh* Thanks, I guess. Bye. |
7c0417fd0b2b4f3a829c7ab1b15cc8d9 | agent | 2023-09-20T12:02:13.153848+00:00 | Thank you, Mona. Have a great day! |
09b050abdf1946a4be0ac78d01e77475 | agent | 2023-09-04T08:07:03+00:00 | Hello, thank you for calling Union Mobile's 24/7 Phone Support. My name is Gladys, how can I assist you today? |
09b050abdf1946a4be0ac78d01e77475 | client | 2023-09-04T08:07:12.230769+00:00 | Hi, I'm calling to report a service outage or network issue. I've been trying to get help for hours and I'm getting really frustrated. |
09b050abdf1946a4be0ac78d01e77475 | agent | 2023-09-04T08:07:23.307692+00:00 | Sorry to hear that, Bonita. Can you please provide me with your account information so I can look into this for you? |
09b050abdf1946a4be0ac78d01e77475 | client | 2023-09-04T08:07:33.461538+00:00 | Okay, my account number is #1234567890. But like I said, I've already tried calling multiple times and no one has been able to help me. |
09b050abdf1946a4be0ac78d01e77475 | agent | 2023-09-04T08:07:45+00:00 | I apologize for the inconvenience you've experienced, Bonita. Let me see what might be causing the issue. Can you tell me a little bit more about the problem you're experiencing? |
09b050abdf1946a4be0ac78d01e77475 | client | 2023-09-04T08:07:58.846154+00:00 | Yes, I'm not able to make or receive calls or texts. And when I try to use data, it says "no service." I started happening a few hours ago and it's still not working. |
09b050abdf1946a4be0ac78d01e77475 | agent | 2023-09-04T08:08:14.538462+00:00 | Thank you for providing that information, Bonita. I'm going to check on the status of your account and see if there are any known issues in your area. Can you please hold for just a moment? |
09b050abdf1946a4be0ac78d01e77475 | client | 2023-09-04T08:08:31.153847+00:00 | (sighs) Fine. |
09b050abdf1946a4be0ac78d01e77475 | agent | 2023-09-04T08:08:32.076924+00:00 | Bonita, I apologize for the wait. I looks like there is an outage in your area that is affecting some customers. Our engine is working to resolve the issue as quickly as possible. |
09b050abdf1946a4be0ac78d01e77475 | client | 2023-09-04T08:08:47.307693+00:00 | (frustrated) That's unacceptable. How long is it going to take? |
09b050abdf1946a4be0ac78d01e77475 | agent | 2023-09-04T08:08:51.923078+00:00 | I understand your frustration, Bonita. Unfortunately, I don't have an estimated time for when service will be restored. But I assure you that our team is doing everything they can to fix the issue as soon as possible. |
09b050abdf1946a4be0ac78d01e77475 | client | 2023-09-04T08:09:09.461540+00:00 | Thissighs) Fine. Is there anything else you can do to help me? |
09b050abdf1946a4be0ac78d01e77475 | agent | 2023-09-04T08:09:15.000002+00:00 | I can offer you a complimentary month of service for the inconvenience you've experienced. Would you like me to apply that to your account? |
09b050abdf1946a4be0ac78d01e77475 | client | 2023-09-04T08:09:26.076925+00:00 | (skeptical) Willally? That's all you can offer? |
09b050abdf1946a4be0ac78d01e77475 | agent | 2023-09-04T08:09:29.307694+00:00 | I understand that may not fully address your concerns, Bonita. However, it's the best solution I have available to me at this time. |
09b050abdf1946a4be0ac78d01e77475 | client | 2023-09-04T08:09:39.923079+00:00 | (sitates) Fine. Yeah, sure. Apply the credit to my account. |
09b050abdf1946a4be0ac78d01e77475 | agent | 2023-09-04T08:09:44.538464+00:00 | Great, I've applied the credit to your account. Is there anything else I can assist you with today, Bonita? |