Yes 4.30 Payment Arrangements 102 5 For everything else » To access your account using your account number » Yes [account number is correct] » Yes [street name is correct] » billing questions » to request more time to pay Hybrid: Press or say system (Ex: Press 1 or say “one”) No
task_g_peco_3_0_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 4 The navigation was easy enough, but I was surprised to have to choose “for everything else” before being able to choose something regarding billing options. I would have expected that on the first menu. But everything was logical and I found the feature on my first attempt. 211200 Functionality 5 Everything worked as expected. I was told my balance due and given several options (pay in full, defer, pay in part), which I thought was helpful and easy—I didn't have to haggle with a representative; I could simply chose to ask for an extension, etc. through the IVR. 211200 Delivery 4 The voice and pacing worked well. The balance due presented was clear and easy to understand. The only thing I noticed was the voice broke up slightly once or twice. I didn't miss any content, but it was unusual. 211200