Task: Resolve a customer’s billing issue where they claim a previous bill is still showing as due despite making a payment last week.

Definitions:

• Billing issue: A problem or discrepancy related to a customer’s account balance or payment history
• Payment history: A record of all payments made by the customer, including dates, amounts, and payment methods

Directions:

1. Greet the customer and ask for their account information, such as their name and account number.
2. Look up the customer’s account in the billing system.
3. Review the customer’s payment history, specifically looking for a payment made last week.
4. If a payment is found, verify the amount and date of the payment.
5. Check if the payment has been properly applied to the customer’s account balance.
6. If the payment was applied correctly, explain to the customer that their payment was received and processed, and their account balance should now be up to date.
7. If the payment was not applied correctly, apologize to the customer and take the necessary steps to apply the payment to their account balance.
8. If no payment is found, ask the customer for more information about the payment, such as the date, amount, and method of payment.
9. Investigate further based on the information provided by the customer.
10. Once the issue is resolved, thank the customer for their patience and ask if there is anything else you can assist them with.

User Inputs:

• {{Customer’s name}}
• {{Customer’s account number}}