Payment Arrangement: -While doing this, if you do not mind me asking, may I kindly ask the challenges you have encountered in paying your bill? -May I know what specific issues are you having? -May I kindly ask, have you checked if your payment method is working? -May I ask you humbly the reason for setting up the payment arrangement? -May I ask for you to provide more information regarding with the concern on your payment arrangement? -What is the error that you're getting in your end about your payment arrangement? -May I kindly know what method you used to setup your payment arrangement? -May I ask what is the error message you're having? -Can you tell me more about the concern? -Are you trying to pay for a payment arrangement or create one? -May I kindly ask what is your specific problem with your payment arrangement? -May I know the challenges that you encountered about paying your bill? -May I kindly ask what kind of issue you are facing regarding your payment arrangement? -If you don't mind me asking, can I please know more details about your payment arrangement concern? -I would like to get more information about your payment arrangement concern, could you please tell me more? -May I kindly ask what is the error that you're getting in your end about your payment arrangement? -May I kindly ask for you to elaborate on what issue/s are you having with your payment arrangement? -(If Suspended) If you don't mind me asking, were you able to settle your monthly reoccurring bill? -May I kindly ask for more details about your issue/s with your payment arrangement? -If you don't mind me asking, may I ask how much you can settle for today? -Not to pry, what seems to be the challenges why you can't keep up with your bills? -Did the previous agent offered to remove the payment form that you have on your payment arrangement? -May I know the reason for the late payment so that I can help you further? -May I know if you have at least any amount to lower down the bill right now? -If I may kindly ask, would you be able to settle the payment? -May I kindly know the dates you want to setup your payment arrangement? -May I know if you are going to settle the balance for the first installment? -Can I kindly ask if you are able to settle any amount within today to at least lessen up your bill? -Would you be able to pay some of it now so that we can lower your bill? -Is there an error message when you're trying to set up a payment arrangement? Bill Cycle: -Can I kindly ask if you set up a new payment arrangement? -If you don't mind me asking, may I know if you have balance in your account before the charge? -Could you give me some background about the issue? -Can you tell me more about the present situation/problem? -May I kindly ask if you made any changes on the card on file before your due date? -If I may ask, are you still using the same card? -Can I kindly ask if you have made any changes on your payment method? -If I may ask, have you updated your payment method? -May I know if there are any changes on your monthly charges? -If I may ask, is there a payment arrangement set up on your account? -May I kindly ask if you have an enough funds on your account on the day that our system will automatically withdraw the funds? -May I kindly ask if there's still balance in your credit card account? -May I kindly ask if you have any other network incorporated in your credit card? Access Promo: -May I know what device are you using to access Apple TV? -May I kindly ask if you want to have the step by step into accessing Apple tv? -If you don't mind me asking, have you redeem your apple tv? -Can I ask if what device model you are going to use to access apple tv? -May I kindly ask if you want to have a step-by-step instructions on starting up/accessing the Apple TV? -If I may ask, are you trying to access it via phone or tv? -I kindly ask if, did you recently purchased the plan? -May I kindly ask if you have redeemed you Apple TV? -Do you have an existing Apple TV account? -May I kindly ask if you have redeemed you Apple TV? Service: -Can I kindly ask more details about the services that you are using? -May I ask if you want to hear about the plans for international roaming? -Could you be so kind to give me a few minutes to check on the range of your service? -If you don't mind me asking, do you want to avail to a plan? -If you don't mind me asking, do you want to upgrade to a plan that includes internet roaming in (COUNTRY) ? -If you don't mind me asking, do you want to upgrade to a plan that includes internet roaming, or do you just want to avail calls and text during your stay in (COUNTRY)? -May I know the services you will be using there? -Would you like internet on your phone while on the stateside? -Can I kindly ask if you want to have an unlimited data roaming? -May I kindly ask what preference you would like for your stateside connections? -May I kindly know the reason for blocking charged international roaming? -If you don't mind me asking, have you checked your T-Mobile app or My T--Mobile website account? -If you don't mind me asking, do you want to be provided self-help options so that you can monitor it yourself? -May I ask until if you're traveling abroad in the coming days? -Did you have some extra charges before without your acknowledged from your previous bill? -May I ask for the 4 line numbers that you would like to do the block charged feature with? -Can you please provide the last 4 digits of these lines? -If you don't mind me asking, are you often using your device out of town? -May I ask why you want to have your lines blocked for international roaming? Cancellations: -May I ask which service are you referring to for your cancellation? -I would like to get more information about your cancellation concerns, could you please tell me more? -Let me check your account to see any problems that might be visible on my end, sounds good? -If you don't mind me asking, may I know the reason why you wanted to cancel this line? -May I ask if you know someone who would love to take over the line? It would be such as a waste and there would be another fee for reactivating and /or opening a new line. -Have you considered getting an apple watch or a tablet? In that way, we can convert the line and you won't have to pay for reactivating it? -May I ask, what device are you using for the cancellation? -May I kindly know what error message are you having? -If you don't mind can you please walk me through on the process that you did? -May I kindly know the reason for the cancelation? -May I please know how many lines are needed to be canceled? -May I humbly know the method you're using on your end for canceling the line? -Would you like to consider changing to a postpaid rate plan? Suspension: -May I know if rate plan change has occurred upon suspension of service? -May I know if you want to consider change of rate plan? -Do you want to stay at the same rate plan prior to suspension of your line? -May I kindly know the reason for suspension? -Can I know how many lines did you suspended? -Could you please tell me how long did you setup the suspension period? -If you don't mind me asking, may I know the reason for suspending the line? -Can I ask, when do you plan to use the line again? -May I know when did you cancel the line? P360: -Have you upgraded your device recently? -Would you like insurance for all of your phones lines? -When did you apply for a protection 360? -Did you purchase the insurance to work for all your devices? -May I know the date you added the service? -May I know the insurance plan you added? -May I ask in which line number is this for? -If you don't mind me asking did you added a protection 360 with your lines? -May I ask if you like drop your phone or is there a damage on it? -May I ask what device are you pertaining to? -Would you like me to add an insurance if there's none? -Would you be interested on availing a phone case as well? PROTECTION 360-FILING A CLAIM/ declined upon offer/ removal Great to see that you have Premium Handset Protection on your line! Please know that Assurant will file claims for lost, stolen, or damaged devices. To file for a claim, please go to File or https://mytmoclaim.com/. You also have the option to contact Assurant directly at 1-866-866-6285. The deductible amount for your specific device is $ due at the time of the claim. CX DECLINED: I understand that you need to decline adding Protection 360 on your new line. How about getting a case instead so that you can protect your phone from sudden drops or accidentally being spilled with water? REMOVING P360 AS PER CX REQUEST: By removing the protection 360 on the line ending…, this will remove the option for the line to file a claim for sudden incidents like physical damage or lost phone. You will lose McAfee security with ID theft protection support. You won't be able to do JUMP upgrades (IF THE CX IS ON JUMP UPGRADE). On the other hand, you can still re-add this when there is another qualifying event, which usually means a new device purchase. Do you confirm? Sim: -May I please know if you are using dual sim card phones? -If you don't mind me asking, when does your E-Sim activated? -May I kindly ask if you have another phone for yourself? -Can I please know how many devices are you going to change into e-sim? -May I ask what is the last 4 digits of the sim? -Have you just recently processed this upgrade? -Would you like to have an e-sim instead on your other phones as well? Network: Duration -Can you tell me when this started? -Can you tell me when the last time you were able to use data with no issues? -Since this issue started, has it been like this 100% of the time or has it started working and stopped? -Has this ever worked for you? If so, do you remember when that was? Location -Does this happen everywhere you go? -Is this specific to 1 or a few areas? -If yes, get the address. -Do you know a location where this does work for you? -(within 7-10 miles) -Does this happen when you are inside? -If inside, what floor does this issue happen on? -Basement, 1st floor, 2nd floor -What type of building is it? -Wood Construction -Metal Building -Apartment Complex -Does this happen when you are outside? Situation -I am sorry to hear that you are having some technical concerns today. Can you tell me more about what’s not working? (Customer clarifies that they have no data) -Do you know what happens when you try to use Wi-Fi? Does the internet still work? -Do you get any error messages when this happens? -At the top of the device, do you see signal? How many bars? -Do you see 2G, LTE or 5G at the top of the device? -If on Wi-Fi, how many bars of Wi-Fi Signal do you have? -Does this only happen when you are on Wi-Fi? -Does this only happen on 1 device or multiple? -Does this happen only with Android? Or also on iPhones?