Group 1: 
Payment arrangement:
MSISDN: 4233659879

Tenure: 10 years 2 months 3 days
Current account balance: $450.89
Amount past due: $228.94 (35 days past due)
MRC: $221.94

Payment Arrangement: 
1/30- $114.47
2/13- $114.47

Issue: I cannot pay the first installment. I need new arrangement.


(opening spiel)
Hi, Bogart this is  group 1.from T-Mobile, I’m here to help. Let’s partner together to get this resolved.
***********
we appreciate you for reaching us regarding to your payment arrangement concern. 

May I kindly ask what is the reason you cannot pay 1st installment
***********
We absolutely understand needing some additional time to pay. I want to make sure you stay connected and I’m happy to review your account and determine what options we have available. 

While doing this, do you have any amount that you can settle today to lower down the bill? 
  

While I am working on your account, do you perhaps have any other concern related to your plan, bill, promotion, network to ensure we can make your day great today?

31plus days past due:

> Got the account, Cx, and it shows that we can still set up an arrangement on the account; all we have to do is to settle the 31 plus days past due amount of $00.00. Shall we go ahead and proceed in processing the payment?


Customer can pay:

> That's perfect! Would you like me to process the payment for you while I am here? Just please note that there will be a $10 processing fee for this. On the other hand, let us save those fees by doing this on your T-Mobile app or website. I can walk you through it. Which one do you prefer?
(Provide Payment SSO if cx wanted to do it on the app or website.)

Customer cannot pay: (Asking for additional PA)

> I know this is a tough time right now and appreciate you wanting to settle the amount on the date you have mentioned. Right now, our system does require us to settle the $00.00 amount so we can set up a new arrangement. (Select some other options below and attach them here.)
Account on family plan:

> I can see here that the account is currently on a family plan. Is there any option for the other account members to settle the current required past-due balance so we can set up a new arrangement?

IF YES, PROCEED IN PROCESSING THE PAYMENT
IF NO: (Ladex)

> I absolutely understand the situation. I took the liberty of checking the account and if ever we may fail paying the account right now, your outgoing services and data will be impacted but the Incoming calls, text will still be intact. At this moment, it would be best to connect to a Wi-Fi either at home or if you can connect to a public Wi-Fi to use data.

You can also use some third-party applications like Messenger, WhatsApp, or Hangouts to send a message since those applications can be used via Wi-Fi. Then, once you have enough funds to take care of the account, you can start making the payment. Sounds like a plan?