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e5e17c1bfbc9484c933b42e4af48f2d7 | client | 2023-10-07T12:30:23.615384+00:00 | Sure, no problem. |
e5e17c1bfbc9484c933b42e4af48f2d7 | agent | 2023-10-07T12:30:24.999999+00:00 | Thank you for holding, Myrna. I apologize, but I couldn't find any known issues with your phone or software version that would be causing the problems you're experiencing. Have you recently traveled to a new location or changed your plan in any way? |
e5e17c1bfbc9484c933b42e4af48f2d7 | client | 2023-10-07T12:30:44.846153+00:00 | No, I haven't traveled anywhere recently and I haven't changed my plan. |
e5e17c1bfbc9484c933b42e4af48f2d7 | agent | 2023-10-07T12:30:50.384615+00:00 | Al, that helps to rule out a few possibilities. I'm going to go ahead and schedule an appointment for a technician to take a closer look at your phone. They tomorrow afternoon 2 PM work for you? |
e5e17c1bfbc9484c933b42e4af48f2d7 | client | 2023-10-07T12:31:07.461538+00:00 | Actually, I won't be available until next week. Is there any way to schedule it for then? |
e5e17c1bfbc9484c933b42e4af48f2d7 | agent | 2023-10-07T12:31:15.307692+00:00 | I understand, Myrna. Unfortunately, our scheduling system doesn't allow me to book appointments that far in advance. Would you please call back back next week when you're available and we canll be happy to assist you further? |
e5e17c1bfbc9484c933b42e4af48f2d7 | client | 2023-10-07T12:31:32.384615+00:00 | That's not ideal convenient for me. Can't you just escalate the issue to a supervisor or something? |
e5e17c1bfbc9484c933b42e4af48f2d7 | agent | 2023-10-07T12:31:40.230769+00:00 | I understand your frustration, Myrna, but our policy is to have a technician assess the issue in person before escalating it to a supervisor. I apologize, but that's the best I can do for now. |
e5e17c1bfbc9484c933b42e4af48f2d7 | client | 2023-10-07T12:31:56.384615+00:00 | Fine. I'll call back next week then. |
e5e17c1bfbc9484c933b42e4af48f2d7 | agent | 2023-10-07T12:31:59.615384+00:00 | Thank you for your patience, Myrna. Is there anything else I can assist you with today? |
e5e17c1bfbc9484c933b42e4af48f2d7 | client | 2023-10-07T12:32:06.999999+00:00 | No, that's all. Thanks you. |
e5e17c1bfbc9484c933b42e4af48f2d7 | agent | 2023-10-07T12:32:09.307691+00:00 | You're welcome, Myrna. Have a great day and we'll talk to you next week. |
e5e17c1bfbc9484c933b42e4af48f2d7 | client | 2023-10-07T12:32:15.769229+00:00 | Bye. |
b40502f80dce463b8232cd2d2aba5b1e | client | 2023-10-27T16:06:18+00:00 | Hi Jaleesa, yeah, I'm having some trouble with my service. I'm not getting any signal bars on my phone, and I've tried restarting it and everything. |
b40502f80dce463b8232cd2d2aba5b1e | agent | 2023-10-27T16:06:30+00:00 | Sorry to hear that, Donte. Let me see what might be going on. Can you tell me your location? That way, I can check if there are any known outages or issues in your area. |
b40502f80dce463b8232cd2d2aba5b1e | client | 2023-10-27T16:06:46.153846+00:00 | Yeah, sure. I'm in downtown Los Angeles. |
b40502f80dce463b8232cd2d2aba5b1e | agent | 2023-10-27T16:06:49.384615+00:00 | Alright, let me check. (pause) It looks like there's an ongoing issue with service network in your area. Our engineers are working hard to resolve it as soon as possible. In the meantime, have you tried turning your phone off and back on again? |
b40502f80dce463b8232cd2d2aba5b1e | client | 2023-10-27T16:07:09.692307+00:00 | Yeah, like've tried that already. It didn't work. |
b40502f80dce463b8232cd2d2aba5b1e | agent | 2023-10-27T16:07:13.384615+00:00 | Okay, no problem. In me see if there's anything else we can do. Can you give me your account PIN so I can look into this further for you? |
b40502f80dce463b8232cd2d2aba5b1e | client | 2023-10-27T16:07:26.769230+00:00 | Sure, it's 1234. |
b40502f80dce463b8232cd2d2aba5b1e | agent | 2023-10-27T16:07:28.153845+00:00 | Great, thank you. (pause) I've been able to confirm that there's indeed an issue with the network in your area. Unfortunately, it's going to take a few hours for our team to fix it. But I cand like to offer you a complimentary data pass for the inconvenience. Would you like that? |
b40502f80dce463b8232cd2d2aba5b1e | client | 2023-10-27T16:07:52.153845+00:00 | Really? That's great! thanks! |
b40502f80dce463b8232cd2d2aba5b1e | agent | 2023-10-27T16:07:53.999999+00:00 | You're welcome. I'll go ahead and apply it to your account now away. Is there anything else I can assist you with today? |
b40502f80dce463b8232cd2d2aba5b1e | client | 2023-10-27T16:08:04.615384+00:00 | Nope, that's all. Thanks for your help, Jaleesa. |
b40502f80dce463b8232cd2d2aba5b1e | agent | 2023-10-27T16:08:08.307692+00:00 | You're welcome, Donte. Thank you for choosing Union Mobile. Have a great day! |
b40502f80dce463b8232cd2d2aba5b1e | agent | 2023-10-27T16:08:14.307692+00:00 | (tomarizing the call) Donte called in regarding a service outage in his area. I checked and confirmed the issue, offered a complimentary data pass, the inconvenience, and ensured that the issue will be resolved within a few hours. I also asked if there was anything else I could assist him with. The call ended with a positive resolution and a satisfied customer. Is there anything else I can help with? |
3271f5acf8014e9ebfd77b3189f7b09d | agent | 2023-09-14T08:27:50+00:00 | Good afternoon, thank you for calling Union Mobile. My name is Ressie, how can I assist you today? |
3271f5acf8014e9ebfd77b3189f7b09d | client | 2023-09-14T08:27:58.307692+00:00 | Hi Ressie, I'm calling to report a service outage or network issue. I'm not able to make or receive calls or texts on my phone. |
3271f5acf8014e9ebfd77b3189f7b09d | agent | 2023-09-14T08:28:09.846154+00:00 | Sorry to hear that, Dejuan. Can you tell me more about the issue you're experiencing? Are you getting any error messages or have you tried restarting your phone? |
3271f5acf8014e9ebfd77b3189f7b09d | client | 2023-09-14T08:28:22.769231+00:00 | Yeah, I've tried restarting my phone and I'm still having the same problem. I also get a message saying "No Service" when I try to make a call. |
3271f5acf8014e9ebfd77b3189f7b09d | agent | 2023-09-14T08:28:35.692308+00:00 | Alright, let me check on that for you. Can you please provide me with your account information and phone number so I can look into this further? |
3271f5acf8014e9ebfd77b3189f7b09d | client | 2023-09-14T08:28:48.153846+00:00 | Sure, my phone number is 555-1234 and my account PIN is 1234. |
3271f5acf8014e9ebfd77b3189f7b09d | agent | 2023-09-14T08:28:53.692308+00:00 | Thank you, Dejuan. I've located your account and it looks like there's an issue with the network in your area. Our engineers are already on itving the issue as we as possible. In the meantime, I can offer you a complimentary callback plan so that you can make and receive calls without any interruptions. Would you like me to set that up for you? |
3271f5acf8014e9ebfd77b3189f7b09d | client | 2023-09-14T08:29:23.230770+00:00 | Yes, that would be great. Thank you. |
3271f5acf8014e9ebfd77b3189f7b09d | agent | 2023-09-14T08:29:26.461539+00:00 | Great, I've gone ahead and set up the callback plan for you. You should receive a text message with the on how to use it shortly. Additionally, I've escalated the issue to our engineering team and they'll work on resolving the network issue as soon as possible. Is there anything else I can assist you with today? |
3271f5acf8014e9ebfd77b3189f7b09d | client | 2023-09-14T08:29:52.769231+00:00 | No, that's all. Thanks you for your help, Ressie. |
3271f5acf8014e9ebfd77b3189f7b09d | agent | 2023-09-14T08:29:56.923077+00:00 | You're welcome, Dejuan. I apologize again for the inconvenience and appreciate your patience. If you have any other questions, feel free to reach out to us. Have a great day! |
3271f5acf8014e9ebfd77b3189f7b09d | client | 2023-09-14T08:30:10.769231+00:00 | Thank you, you too. |
3271f5acf8014e9ebfd77b3189f7b09d | agent | 2023-09-14T08:30:12.615385+00:00 | Thank you for choosing Union Mobile. Have a great day! |
2267f2d012624c4c924add7c0e1c07ce | agent | 2023-10-28T13:46:20+00:00 | Good day, thank you for calling Union Mobile's 24/7 Phone Support. My name is Ottie, how may I assist you today? |
2267f2d012624c4c924add7c0e1c07ce | client | 2023-10-28T13:46:29.692308+00:00 | Hi Ottie, I'm calling to report a service outage or network issue. I've been having trouble with my phone service for the past few hours and I couldn't get any assistance when I called earlier. |
2267f2d012624c4c924add7c0e1c07ce | agent | 2023-10-28T13:46:45.846154+00:00 | Sorry to hear that, Danielle. I apologize for any inconvenience you've experienced. Can you please confirm your identity so I can assist you further? |
2267f2d012624c4c924add7c0e1c07ce | client | 2023-10-28T13:46:56.923077+00:00 | Sure, my account PIN is 1234. |
2267f2d012624c4c924add7c0e1c07ce | agent | 2023-10-28T13:46:59.692308+00:00 | Thank you, Danielle. I've located your account. Can you please tell me more about the issue you're experiencing? |
2267f2d012624c4c924add7c0e1c07ce | client | 2023-10-28T13:47:08+00:00 | Well, I'm been trying to make calls and send texts, but they're not going through. And when I try to access my data, it says thereno service". |
2267f2d012624c4c924add7c0e1c07ce | agent | 2023-10-28T13:47:20.461538+00:00 | I see. It sounds like you're experiencing a network outage in your area. Let me check on that for you. Can you please tell me your location? |
2267f2d012624c4c924add7c0e1c07ce | client | 2023-10-28T13:47:32.923076+00:00 | Yes, I'm in downtown Los Angeles. |
2267f2d012624c4c924add7c0e1c07ce | agent | 2023-10-28T13:47:35.692307+00:00 | Alright, I've checked on the status of our network in your area, and it appears like there's an ongoing issue with one of our cell towers. Our engineers are working to resolve the issue as soon as possible. but I don't have an estimated time of resolution yet. |
2267f2d012624c4c924add7c0e1c07ce | client | 2023-10-28T13:47:57.846153+00:00 | Oh no, that's frustrating. Is there anything I can do in the meantime? |
2267f2d012624c4c924add7c0e1c07ce | agent | 2023-10-28T13:48:03.846153+00:00 | Unfortunately, there's nothing you can do but wait for the issue to be resolved. However, I can offer you a complimentary 1-day data pass to use when the service is restored. Would you like that? |
2267f2d012624c4c924add7c0e1c07ce | client | 2023-10-28T13:48:19.999999+00:00 | Really? That's great kind of you, thank you! Yes, I would love that. |
2267f2d012624c4c924add7c0e1c07ce | agent | 2023-10-28T13:48:25.999999+00:00 | Great, I'll go ahead and activate that for you. In the meantime, you can try restarting your phone to see if that helps. If you have any other questions or concerns, feel free to call us back.time. |
2267f2d012624c4c924add7c0e1c07ce | client | 2023-10-28T13:48:43.076922+00:00 | Thank you so much, Ottie. I really appreciate your help. |
2267f2d012624c4c924add7c0e1c07ce | agent | 2023-10-28T13:48:47.692307+00:00 | You're welcome, Danielle. We a great day! |
801e03a36141407796fdf64f8b6e0898 | client | 2023-11-28T08:38:50+00:00 | Hi Betsy, I'm having some trouble accessing my account online and through the mobile app. Can you help me resolve this issue? |
801e03a36141407796fdf64f8b6e0898 | agent | 2023-11-28T08:39:00.153846+00:00 | Of course, James. Sorry to hear that you're experiencing difficulties. Can you please provide me with your account P— |
801e03a36141407796fdf64f8b6e0898 | client | 2023-11-28T08:39:08.923077+00:00 | Sure, it's *******. |
801e03a36141407796fdf64f8b6e0898 | agent | 2023-11-28T08:39:10.307692+00:00 | Great, thank you for providing that information. Now, may I have your password so I can verify your identity and assist you further? |
801e03a36141407796fdf64f8b6e0898 | client | 2023-11-28T08:39:20.923077+00:00 | Um, I'm not comfortable sharing my password over the phone. Is there another way you can verify my identity? |
801e03a36141407796fdf64f8b6e0898 | agent | 2023-11-28T08:39:29.692308+00:00 | I completely understand, James. In this case, I can offer you a one-time passcode that you can use to access your account. Would you like me to send that to you via text message or email? |
801e03a36141407796fdf64f8b6e0898 | client | 2023-11-28T08:39:46.307693+00:00 | Sure, that sounds good. Can you send it to my email? |
801e03a36141407796fdf64f8b6e0898 | agent | 2023-11-28T08:39:51.384616+00:00 | Absolutely. I'll go ahead and send the passcode to your email associated associated with your account. |
801e03a36141407796fdf64f8b6e0898 | client | 2023-11-28T08:39:58.769231+00:00 | Okay, got it. Yeah, I see it now. |
801e03a36141407796fdf64f8b6e0898 | agent | 2023-11-28T08:40:02.461539+00:00 | Great! Now that we've verified your identity, I can assist you with accessing your account. Can you tell me what issues you're experiencing when trying to log in? or through the app? |
801e03a36141407796fdf64f8b6e0898 | client | 2023-11-28T08:40:17.230770+00:00 | Well, when I try to log in, it keeps saying that my username or password is incorrect. But I know I'm using the right ones. |
801e03a36141407796fdf64f8b6e0898 | agent | 2023-11-28T08:40:28.769232+00:00 | Sorry to hear that, James. It's possible that there might be an issue with your account. Let me check on that for you. Can you please hold for just a moment? |
801e03a36141407796fdf64f8b6e0898 | client | 2023-11-28T08:40:43.076924+00:00 | Sure, no problem. |
801e03a36141407796fdf64f8b6e0898 | agent | 2023-11-28T08:40:44.461539+00:00 | Thank you for holding, James. I've checked on your account and it looks like there was an issue with your login credentials. I've reset your password and you should be able to log in now. Would you like me to walk you through the process of changing your password? |
801e03a36141407796fdf64f8b6e0898 | client | 2023-11-28T08:41:07.076924+00:00 | Yes, that would be great. Thanks. |
801e03a36141407796fdf64f8b6e0898 | agent | 2023-11-28T08:41:09.846155+00:00 | Ofsolutely. To, you'll need to log in to your account using the temporary passwordcode I sent you. Then, you'll be prompted to change your password. Just follow the instructions on the screen and choose a new password that you'll remember. Once you've changed that, you'll be able to log in to your account using your new password. |
801e03a36141407796fdf64f8b6e0898 | client | 2023-11-28T08:41:36.153847+00:00 | Okay, got it. Yeah, I think I can handle it from here. Thanks for your help, Betsy. |
801e03a36141407796fdf64f8b6e0898 | agent | 2023-11-28T08:41:44.000001+00:00 | You're welcome, James. It there anything else I can assist you with today? |
801e03a36141407796fdf64f8b6e0898 | client | 2023-11-28T08:41:50.000001+00:00 | Nope, that's all. Thanks again. |
801e03a36141407796fdf64f8b6e0898 | agent | 2023-11-28T08:41:52.307693+00:00 | You're welcome. Thank you for choosing Union Mobile, and have a great day! |
801e03a36141407796fdf64f8b6e0898 | client | 2023-11-28T08:41:58.307693+00:00 | Thanks, you too. Bye. |
801e03a36141407796fdf64f8b6e0898 | agent | 2023-11-28T08:42:00.153847+00:00 | Bye, James. Have a great day! |
a82172bc8cc14efb99cea0390dbff834 | agent | 2023-09-18T08:34:50+00:00 | Hello, thank you for calling Union Mobile's 24/7 Phone Support. My name is Angel, and I'll be assisting you today. Can you please tell me with your name and account number so I can verify your identity? |
a82172bc8cc14efb99cea0390dbff834 | client | 2023-09-18T08:35:07.076923+00:00 | Hi Angel, my name is Mozell, and my account number is *1234567890. |
a82172bc8cc14efb99cea0390dbff834 | agent | 2023-09-18T08:35:12.615385+00:00 | Great, thank you for providing that information, Mozell. I'm able to verify your identity. Can you please tell me the reason for your call today? You mentioned that you're having trouble accessing your account online or through the mobile app. Can you elaborate on the issue you're experiencing? |
a82172bc8cc14efb99cea0390dbff834 | client | 2023-09-18T08:35:34.769231+00:00 | Yeah, sure. Every time I try to log in, it says my username or password is incorrect. But I know I'm entering the right information. It's really frustrating because I need to pay my bill and I can't do it online. |
a82172bc8cc14efb99cea0390dbff834 | agent | 2023-09-18T08:35:53.692308+00:00 | Sorry to hear that, Mozell. I understand how frustrating it can be when you're unable to access your account. Let me see if I can help you resolve this issue. Can you tell me what browser or device you're using to access your account? |
a82172bc8cc14efb99cea0390dbff834 | client | 2023-09-18T08:36:14+00:00 | I've tried both Chrome and Safari on my laptop, but it's not working on either one. |
a82172bc8cc14efb99cea0390dbff834 | agent | 2023-09-18T08:36:21.384615+00:00 | Thanks you for letting me know, Mozell. In this case, it's possible that there might be an issue with our website or mobile app. I'm going to check on that and see if there are any known issues or maintenance scheduled. Can you please hold for just a moment while I investigate on that? |
a82172bc8cc14efb99cea0390dbff834 | client | 2023-09-18T08:36:46.307692+00:00 | Sure. |
a82172bc8cc14efb99cea0390dbff834 | agent | 2023-09-18T08:36:46.769230+00:00 | Thank you for holding, Mozell. I've checked on the status of our website and mobile app, and it appears that there are no known issues or maintenance scheduled that would be causing the problem you're experiencing. However, I can suggest a few troubleshooting steps that may help resolve the issue. Would you like me to walk you through those steps? |
a82172bc8cc14efb99cea0390dbff834 | client | 2023-09-18T08:37:14.461538+00:00 | Yes, please. |
a82172bc8cc14efb99cea0390dbff834 | agent | 2023-09-18T08:37:15.384615+00:00 | Great! First, I recommend trying a different browser or device to see if that makes a difference. Additionally, you can try resetting your password to ensure that it's correct. If neither of those solutions work, I can assist you with a password reset over the phone. Finally you like me to initiate that process? |
a82172bc8cc14efb99cea0390dbff834 | client | 2023-09-18T08:37:40.307692+00:00 | Yeah, that sounds good. |
a82172bc8cc14efb99cea0390dbff834 | agent | 2023-09-18T08:37:42.153846+00:00 | Great! I'll go ahead and initiate the password reset process. You'll receive an email with instructions on how to reset your password. In the meantime, I'll also send you a text message with a link to our mobile app, which you can use to access your account. If you have any further questions or concerns, feel free to give us a call back at any time. Is there anything else I can assist you with today, Mozell? |
a82172bc8cc14efb99cea0390dbff834 | client | 2023-09-18T08:38:17.692308+00:00 | No, that's all. Thank for your help, Angel. |
a82172bc8cc14efb99cea0390dbff834 | agent | 2023-09-18T08:38:21.384616+00:00 | You're welcome, Mozell. Have a great day! |
a3f7e107966543a4891922c9f0ec4148 | agent | 2023-10-05T08:12:51+00:00 | Hello, thank you for reaching out to Union Mobile's 24/7 Phone Support. My name is Sarah, and I'll be happy to assist you today. Can you please tell me a little bit more about the issue you're experiencing with accessing account? |
a3f7e107966543a4891922c9f0ec4148 | client | 2023-10-05T08:13:09.923077+00:00 | Hi Sarah, yeah, I'm having some trouble accessing my account online and through the mobile app. Every time I try to log in, it says my username and password are incorrect, but I know I'm entering them correctly. |
a3f7e107966543a4891922c9f0ec4148 | agent | 2023-10-05T08:13:27.461539+00:00 | Sorry to hear that, Daryle. Let me see if I can help you resolve this issue. Can you please confirm your username and account number for me so I can look into this further? |
a3f7e107966543a4891922c9f0ec4148 | client | 2023-10-05T08:13:43.153847+00:00 | Sure, my name is Daryle Smith, and my account number is 1234567890. |
a3f7e107966543a4891922c9f0ec4148 | agent | 2023-10-05T08:13:48.692309+00:00 | Great, thank you for providing that information, I'm going to check on your account status real quick. Can you please hold for just a moment? |
a3f7e107966543a4891922c9f0ec4148 | client | 2023-10-05T08:14:00.230771+00:00 | Sure, no problem. |
a3f7e107966543a4891922c9f0ec4148 | agent | 2023-10-05T08:14:01.615386+00:00 | Thank you for holding, Daryle. I've checked on your account, and it looks like there might be an issue with your login credentials. I'm going to reset your password for you, and then I'll walk you through how to update it on your end. Would you like me to do that? |
a3f7e107966543a4891922c9f0ec4148 | client | 2023-10-05T08:14:25.153848+00:00 | Yes, that would be great. Thank you! |
a3f7e107966543a4891922c9f0ec4148 | agent | 2023-10-05T08:14:28.384617+00:00 | Awesome. I've reset your password, and I'm going to give you a new temporary one. You's 123456. Please'll need to update it to a new password of your choice once you log in. Can you please log in now using the temporary password and let me know if you have any issues? |