Lizandro D.

Info
at 20:38, Dec 31:
Thank you for contacting CenturyLink. A sales and service consultant will be with you in
just a moment.

Your account information is confidential and protected by law. Please advise our agent
if you prefer that we do not use it to market products or repair your services. This has no
effect on the service or offers we provide you. Your minimum wait time is approximately
0 minutes. Thank you for your patience.
Info
at 20:38, Dec 31:
Thank you for contacting CenturyLink for your internet and television needs.

To ensure compliance with Payment Card Industry guidelines, please do not share your
credit card information, security code, or CVV/CVC in the body of this chat. If required,
your credit card information will be requested through a separate, secure window.You
are chatting with Lizandro D..
Lizandro D.
at 20:38, Dec 31:
Thank you for contacting CenturyLink, my name is Lizandro. What can I do for you
today?
Mike Piantanida
at 20:39, Dec 31:
good evening. I'm experiencing issues with my connection, that have been going on for
many months. I'm interested in discussing a speed upgrade, to see if that will maybe
help.
Lizandro D.
at 20:39, Dec 31:
Hi, Mike.
Lizandro D.
at 20:40, Dec 31:
I'm sorry that you are experiencing speed issues. I'll be happy to check the speeds
available in your area.
Mike Piantanida
at 20:40, Dec 31:
thanks
Lizandro D.
 at 20:40, Dec 31:
Thank you for using MyCenturyLink to authenticate your account online. I will be happy
to assist you today. Can you provide a contact number and confirm that your email is
elmojo@embarqmail.com?
Mike Piantanida
at 20:40, Dec 31:
I've been seeing advertisements for my area
Mike Piantanida
at 20:41, Dec 31:
the email is correct. You may contact me at 252-526-8322, or at the service number of
252-753-8774
Lizandro D.
at 20:41, Dec 31:
I understand.
Lizandro D.
at 20:41, Dec 31:
Thank you for completing verification process and being a loyal CenturyLink customer.
Lizandro D.
at 20:41, Dec 31:
Let me ask you some questions, how many devices use Internet connectivity in your
household?
Mike Piantanida
at 20:42, Dec 31:
a few, maybe 3-5. 1 desktop, 1 laptop, a couple tablets and 1 media center
Lizandro D.
at 20:42, Dec 31:
Perfect.
Mike Piantanida
at 20:42, Dec 31:
these are not concurrent connections
Mike Piantanida
at 20:43, Dec 31:
I currently have a 10mb connection, and if that was working reliably, it would be plenty,
but it's not.
Lizandro D.
at 20:43, Dec 31:
I understand.
Lizandro D.
at 20:43, Dec 31:
Check this out! It looks like you now qualify for Home Phone Unlimited and 25 MBPS for
only $85 +taxes/fees for LIFE! (Keep in mind, most fees are included in the plan! ) In
addition to your internet, you will have unlimited nationwide calling which will also cover
Puerto Rico, Guam, and the U.S. Virgin Islands. This plan includes many features, such
as Caller ID, Call Waiting, Voicemail etc. Not only will this be a PRICE FOR LIFE, it is
no contract!
Mike Piantanida
 at 20:44, Dec 31:
That sounds very good. can you compare that to what I'm paying now please?
Mike Piantanida
at 20:44, Dec 31:
I don't have a service summary handy.
Lizandro D.
at 20:45, Dec 31:
Now you are paying $65.95/mo plus taxes and fees for Internet and Home Phone
service.
Lizandro D.
at 20:46, Dec 31:
I will need to check the model of your modem. Could you provide me the model,
please?
Mike Piantanida
at 20:46, Dec 31:
it's a c1100z if I'm not mistaken. let me go check for sure.
Mike Piantanida
at 20:46, Dec 31:
yes, that's correct.
Lizandro D.
at 20:46, Dec 31:
Perfect. It is compatible.
Mike Piantanida
at 20:47, Dec 31:
cool. That was going to be one of my questions. :)
Mike Piantanida
at 20:47, Dec 31:
would this upgrade require a service call or can it all be done from your end?
Lizandro D.
at 20:48, Dec 31:
I can place the order for you now.
Lizandro D.
at 20:48, Dec 31:
Would you like to proceed to upgrade to this plan?
Mike Piantanida
at 20:48, Dec 31:
not quite yet, I'm still considering. Is there anywhere that will give me full details on the
plan?
Mike Piantanida
at 20:49, Dec 31:
If I proceed, how long will it take to go into effect?
Lizandro D.
at 20:49, Dec 31:
Alright. I understand.
Lizandro D.
at 20:50, Dec 31:
It might take from 1-3 business days.
Mike Piantanida
at 20:50, Dec 31:
wow, that long?
Lizandro D.
at 20:50, Dec 31:
No. I can provide you the details of the plan.
Lizandro D.
at 20:51, Dec 31:
It is possible that take up to 3 business days or less. For accuracy, I will need to place
the order and schedule the effective date.
Lizandro D.
at 20:52, Dec 31:
Price for Life is without contract, no early termination fee and the rate is for LIFE as long
as you keep your services at the same address. You'll pay applicable fees and taxes.
Mike Piantanida
at 20:53, Dec 31:
Can you approximate the taxes and fees, to give me an idea of what my bill would
actually be each month?
Lizandro D.
at 20:54, Dec 31:
With taxes and fees, it will be around $92-93/mo.
Mike Piantanida
at 20:55, Dec 31:
That sounds good. One more thing, can you confirm that there are no 3rd party services
included in this plan?
Lizandro D.
at 20:56, Dec 31:
No. This is just Home Phone and Internet service from CenturyLink.
Mike Piantanida
at 20:56, Dec 31:
Ok, thanks.
Lizandro D.
at 20:56, Dec 31:
However, we have great offers for TV service that could be bundle with your Internet
and Home Phone service. Let me know, who is your current TV provider?
Mike Piantanida
at 20:56, Dec 31:
I'm not interested in TV at this time.
Mike Piantanida
at 20:57, Dec 31:
Last question: what is the upload speed on the internet line?
Lizandro D.
at 20:58, Dec 31:
I understand, but I want to let you know we have great offers from DirecTV available for
you. I'd be glad to get you the right package based on your needs. Let me know, what
are some of your favorite types of programs to watch?
Lizandro D.
at 20:58, Dec 31:
Your current upload speed is 768 Kbps.
Lizandro D.
at 20:58, Dec 31:
With the 25 Mbps plan, it will be 2 Mbps of upstream.
Mike Piantanida
at 20:58, Dec 31:
We don't watch TV at all, which is why TV service is not of interest to me.
Mike Piantanida
at 20:59, Dec 31:
Ok, thanks for the speed information.
Mike Piantanida
at 20:59, Dec 31:
I'm ready to proceed with the upgrade as discussed.
Lizandro D.
at 20:59, Dec 31:
Alright. I understand.
Lizandro D.
at 21:00, Dec 31:
Do you want to set up the order for the upgrade now, right?
Mike Piantanida
at 21:00, Dec 31:
yes please.
Lizandro D.
at 21:00, Dec 31:
Alright.
Lizandro D.
at 21:00, Dec 31:
Allow me a moment while I work with your order.
Mike Piantanida
at 21:00, Dec 31:
no problem, thanks.
Lizandro D.
at 21:02, Dec 31:
Thank you for your patience. I'm finishing your order.
Lizandro D.
at 21:07, Dec 31:
I really appreciate your patience.
Lizandro D.
at 21:08, Dec 31:
Your monthly recurring price for your products and/or services will be $85.00.
This includes High Speed Internet 25 Mbps and Home Phone.

You have selected our Price for Life offer. With this offer, your monthly package rate will
remain the same as long as you keep the package as purchased, keep your account in
good standing with us, and remain at your current address.

You will see taxes, fees, and surcharges on your bill. Taxes are not included in this
summary.

Applicable fees and surcharges could include, but are not limited to, the following fees
that average a
total of $3.35 per month:
- Federal Universal Service Fee
- Federal Telecommunications Relay Service Fee
- Property Tax Recovery Fee, and
- Federal Regulatory Recovery Fee
These fees will be itemized on your CenturyLink bill.

For a description of your taxes, fees, and surcharges, go to

centurylink.com/feesandtaxes.

We bill for services one-month in advance. On your first or next bill, you may see
prorated service charges and taxes, fees and surcharges from the date the service
starts to your next billing cycle, plus one full month of charges. As a result, your first or
next bill will be higher than future bills.

1st Invoice – Totaling these charges, the amount of your first bill will be $88.46, which
includes any prorated charges/credits I described earlier. The approximate taxes, fees
and surcharges are included in this amount.

2nd Invoice - The amount of your second bill will be $85.00, which includes your
monthly price for service,
applicable discounts and promotions, and approximate taxes, fees and surcharges.

CenturyLink services are subject to service agreements as a condition of receiving

those services and related equipment. You can view them online at:
centurylink.com/terms.

Key terms include arbitration requirements and limits on CenturyLink’s liability.

Near the date your services become available for use, you will receive a confirmation
letter via U.S. mail or to the email address you’ve provided us. That letter will list the
services you have selected today, your expected monthly charges for those services,
and other additional information.
Order number: 1475759602
Account number: 308177939
Effective date: 01/04/2018

May I have your permission to issue this order?

Mike Piantanida
at 21:09, Dec 31:
Looks good, please issue the order.
Lizandro D.
at 21:09, Dec 31:
Sure.
Lizandro D.
at 21:09, Dec 31:
I've issued your order. All set up for you!
Lizandro D.
at 21:09, Dec 31:
It was a pleasure to help you upgrade you Internet speed plan.
Lizandro D.
at 21:09, Dec 31:
After our chat is over you will be given the opportunity to take a short survey about your
interaction with me today. My goal is to resolve all of your concerns. Is there anything
else I can do to earn a perfect score?
Mike Piantanida
at 21:10, Dec 31:
Thanks for your help. You certainly earned a perfect score. :)
Lizandro D.
at 21:10, Dec 31:
You're very welcome!
Mike Piantanida
at 21:10, Dec 31:
I appreciate your excellent communication skills as well.
Lizandro D.
at 21:10, Dec 31:
Thank you! :)
Lizandro D.
at 21:11, Dec 31:
Oh, thank you!
Mike Piantanida
at 21:11, Dec 31:
What sort of confirmation will I receive of this order, an email?
Lizandro D.
at 21:11, Dec 31:
Yes. An email to elmojo@embarqmail.com.
Lizandro D.
at 21:11, Dec 31:
Wish you have a happy new year!
Lizandro D.
at 21:12, Dec 31:
It was a pleasure to help you today. Thank you for choosing CenturyLink to keep you
connected.
Lizandro D.
at 21:12, Dec 31:
Thank you for chatting with us today. Please click the '+' sign and then select 'End
Conversation' to initiate a short post-chat survey. Our goal is to provide you with
excellent service and we sincerely appreciate your business. Please take a moment to
give us your feedback.
Mike Piantanida
at 21:12, Dec 31:
Ok, great, I'll keep an eye out for it. Thanks again for your help.
Lizandro D.
at 21:12, Dec 31:
Sure.
Lizandro D.
at 21:12, Dec 31:
You're very welcome!
Lizandro D.
at 21:12, Dec 31:
Goodbye!
Mike Piantanida
at 21:12, Dec 31:
I don't have a + sign, I'm in the popout app
Lizandro D.
at 21:12, Dec 31:
I understand. It will shown after I close the chat.
Lizandro D.
at 21:13, Dec 31:
Thank you.
Mike Piantanida
at 21:13, Dec 31:
ok, thanks.
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