Yes 4.00 Payment Arrangements 40 3 Residential » balance and billing » Get a payment extension » authentication with account number or SSN » told I have a $0 balance so I didn't need a payment extension. Called back for payment arrangement » residential » something else » something else » authenticate and then was taken to a CSR. Hybrid: Press or say system (Ex: Press 1 or say “one”) No
task_g_fpl_pmt_extension_0.mp3 Off
task_g_fpl_pmt_arrangement_0.mp3 Off
This scenario involves two different tasks. For each, you are not able to pay your bill on time. 1. Your balance is too high and you can’t afford to pay your bill. You are contacting the utility to try to pay your past-due bill(s) over time. 2. You won’t have the money to pay your bill until after it’s due, and you’re contacting the utility to get more time to pay your bill. Off Navigation 3 Payment extensions were pretty easy to accomplish. I was a little unsure which of the main menu options I should select so I opted for "Balance and Billing" which was the right selection. On my second call I found that saying "something else" on the main menu would also take me to a menu listing this as an option as well. It's nice there are multiple ways of finding this. The only thing that slowed the process down was authenticating since it was three steps. Payment arrangements was harder. I didn't find it in the IVR and ended up being taken to a CSR. The menu options seemed clear enough that I would have found it if it was there so I'm assuming this isn't something you can accomplish without a live agent's help. 212410 Functionality 4 Getting an extension was very easy. It was the second option on the balance and billing menu and after authenticating I was informed my balance was zero and didn't need an extension which was nice to know. For payment arrangement, I had to authenticate when the IVR couldn't figure out what I wanted and then was directed to a CSR. I thought maybe once the system recognized my account it might make a couple of suggestions about what I was looking for because of the way the IVR said "Alright, to service your call I'll need some more information" after my second "something else" choice. It makes sense that it would take me to a CSR but that wording made me think it might keep me in the IVR a bit longer. 212410 Delivery 5 I liked the consistent male voice. I thought he was friendly and spoke clearly and at a good pace. 212410