willwhite · May 16, 2011 15:00 · willwhite · May 16, 2011 · willwhite · May 16, 2011
diff --git a/comcast.txt b/comcast.txt
 Problem : Order Information
 WILLIAM > Order Information
 Viquez > Hello WILLIAM_, Thank you for contacting Comcast Live Chat Support. My name is Viquez. Please give me one moment to review your information.
 Viquez > Hello, thank you for choosing Comcast! This is the Transfer Department, my name is Yessenia and I will be processing your order. First, I will just need to confirm some basic information from you. Afterwards, I would like to ask you a few questions to make sure we set the transfer of services properly. How are you doing today?
 WILLIAM_ > Great, how are you?
 Viquez > I am glad to know you are doing great. It is a pleasure having you in chat today.
 Viquez > I am great as well thanks for asking William.
 Viquez > Just to confirm, you are a current Comcast customer and you would like to transfer your services to your new address. Is that correct?
 WILLIAM_ > Yep, that's correct.
 Viquez > Excellent! You have reached the right person. It will be my pleasure to help you with your request.
 Viquez > First of all, would you be so kind as to check and confirm if the following information is correct please?
 Current Service Street Addr: ***
 Current Street Addr2: ***
 Current City: ***
 Current State: ***
 Current Zip: ***
 Current First Name: ***
 Current Last Name: ***
 Current Phone Number: ***
 Current Email Address: ***
 Current LOB: HighSpeedData,DigitalTV
 Viquez > Please let me know if you are still with me
 WILLIAM_ > That's all correct except for the services. We only have HighSpeedData.
 Viquez > Perfect! Thank you very much for checking that information for me.
 Viquez > We will undergo a series of steps in processing your request. First, we will find your current account and verify the information.
 Viquez > I already found your account information. For security purposes, may I have the last four digits of your Social Security Number, please? This is a completely secure chat interface and your information will not be saved or redistributed.
 WILLIAM_ > Sure, ***.
 Viquez > Great! thanks a lot for providing me that important data. I really appreciate your help
 Viquez > Could you also verify if this information is Ok please?
 New Service Street Addr: ***
 New Street Addr2: ***
 New City: ***
 New State: ***
 New Zip: ***
 WILLIAM_ > That's correct.
 Viquez > Thank you again for verifying that data. You have made my job easier.
 Viquez > The second step is to look for your new address in the system to see if it is serviceable.
 Viquez > I have wonderful news for you, your new address is serviceable. We can transfer your services there, no worries.
 Viquez > William is May 23rd the date you would like to disconnect and connect your services?
 WILLIAM_ > Yes that sounds good.
 Viquez > Wonderful! I will schedule the disconnection of your services now. By the way, let me inform you that there is not necessary you stay at your old address because the technician only needs to go there to disconnect your services from the pole.
 WILLIAM_ > Great.
 Viquez > I see that you currently have only one of our services and this is our Comcast Internet service. While I was reviewing your account, I noticed that you have been loyal and good paying customer. As an act of appreciation we would like you to take advantage of our three services: Cable, High-Speed Internet and Comcast Digital Voice for only $99 per month during 12 months. What do you think? Would you be interested in getting our amazing offer?
 WILLIAM_ > No thanks. I'm happy with just the internet service.
 Viquez > I completely understand; however, I think you should take advantage of this great opportunity to save money and experience all of the great services. The best thing about the promotion is that you will have a 30 Day Money Back Guarantee, so if you don’t like it, you change your package with no additional cost.
 Viquez > Let me share with you the features of this great package:
 * Over 80 digital cable channels.
 * Thousands of On Demand movies and shows.
 * Internet speeds that are way faster than DSL.
 * Comprehensive Security Suite.
 * Unlimited nationwide calling – rated #1 in call clarity.
 * Voice mail and 12 popular calling features, including Caller ID and Call Waiting.
 WILLIAM_ > No thanks.
 Viquez > Ok no problem, you can take advantage of this great deal when you wish. We will gladly assist you with that.
 Viquez > Have you heard of Xfinity.com? It’s a great online application that allows:
 • Allows anyone with Internet access to view TV shows, movies and videos
 • Based on customer's level of video subscription, Fancast XFINITY TV provides access to additional TV
 shows, networks and movies at no extra cost
 • Includes shows from major networks (ABC, CBS, FOX, NBC) and most cable networks (FX, USA, TLC,
 Discovery, MTV, Comedy Central, etc.)
 WILLIAM_ > Is there anything else I need to do to transfer my service to my new address?
 Viquez > Let me tell you that it is a website and it is totally free. You can really take advantage of this great benefit.
 Viquez > As a Comcast customer, I would like to tell you about our low cost service protection plan that we are offering.With the protection plan, if anything goes wrong with the inside wiring a professionally trained technician will identify the problem and fix it quickly. This plan will provide you with an alternative to potential service call charges, which can be costly. This low cost service protection plan is only $3.95 a month and is added to your monthly bill for your convenience. Would you like me to add SPP to your account?
 Viquez > So that I may continue assisting you please reply within the next two minutes. If I have received no response in that time I will end the chat session due to inactivity.
 WILLIAM_ > I'm fine thanks. Are we done?
 Viquez > Ok no problem, you can add it later to your new account if you wish. We will be more than happy to help you with that.
 Viquez > William I have great news for you, I have gotten a very good discount on the installation fee. You will only need to pay $34.99 for it. Is not that wonderful?
 WILLIAM_ > Ok great.
 Viquez > I am glad to know that
 Viquez > I can offer you May 23rd to install your services between 8am to 11am. Would it be Ok for you?
 WILLIAM_ > Is there a later time slot available?
 Viquez > Sure, I have a time frame between 2pm to 5pm. Does it work for you?
 WILLIAM_ > Yes that works.
 Viquez > Awesome! I will schedule your installation right now
 Viquez > Would you be so kind as to provide me the phone number you would like to be contacted during the installation date please?
 WILLIAM_ > Sure, ***.
 Viquez > Thanks a lot for the data. You have been very helpful for me
 Viquez > I am happy to tell you that I have successfully transferred your services from the old address 2110 19TH ST NW to the new address ***. I can assured that everything is already taken care of. Please take note of these numbers: ((old account # ***)) ((new account # ***)).
 Viquez > Your services are scheduled for installation on May 23rd between 2pm to 5pm. If you will not be home, please note that someone 18 years or older must be present on the day of installation.
 Viquez > Let me inform you that you are not required to pay the technician on the day of installation. Everything will be billed in your first monthly bill. Your first bill will be ($94.94). This includes your first month of services ($59.95), installation charge ($34.99), plus taxes and fees. 
 Viquez > The technician will generally call you 15 minutes before the appointment; if the technician does not receive an answer the appointment may not be fulfilled.
 Viquez > Please have your ID handy. If you are not going to be there at the time of the installation, have the person provide the technician a copy of your ID, along with their own ID. 
 Viquez > Since you are moving within the same market, you may just take with you the current equipment that you have when you move to your new home.
 Viquez > If you have any issue on the installation date, please feel free to call 1-800- XFINITY or 1-800-9346489 and one of our agents will be more than happy to help you.
 Viquez > It has been my pleasure serving you today and I truly appreciate your understanding and cooperation. Do you have other concerns for me today?  I will be glad to assist you further.
 Viquez > Do you have anything else I can help you with today?
 WILLIAM_ > Nope that's it. Thanks.
 Viquez > You are always welcome. It has been my pleasure assisting you with your transfer request.
 Viquez > To properly close this chat and confirm your order, at the end of the chat, you will find a short survey. Just three or four simple questions. You can do that by clicking the "End Chat" or "End Session" button. This survey is very important for me, I would really appreciate the time you take to fill it out. Thanks a lot!
 Viquez > Once again my name is Yessenia, if you have any concerns or questions please do not hesitate to contact us. We are available 24/7 for your convenience. It has been a pleasure to assist you. Thank you for making Comcast part of your life and for the time you have taken to contact us. I really appreciate it.
 Have a wonderful day William!
 Viquez > Analyst has closed chat and left the room
	Problem : Order Information
	WILLIAM > Order Information
	Viquez > Hello WILLIAM_, Thank you for contacting Comcast Live Chat Support. My name is Viquez. Please give me one moment to review your information.
	Viquez > Hello, thank you for choosing Comcast! This is the Transfer Department, my name is Yessenia and I will be processing your order. First, I will just need to confirm some basic information from you. Afterwards, I would like to ask you a few questions to make sure we set the transfer of services properly. How are you doing today?
	WILLIAM_ > Great, how are you?
	Viquez > I am glad to know you are doing great. It is a pleasure having you in chat today.
	Viquez > I am great as well thanks for asking William.
	Viquez > Just to confirm, you are a current Comcast customer and you would like to transfer your services to your new address. Is that correct?
	WILLIAM_ > Yep, that's correct.
	Viquez > Excellent! You have reached the right person. It will be my pleasure to help you with your request.
	Viquez > First of all, would you be so kind as to check and confirm if the following information is correct please?
	Current Service Street Addr: ***
	Current Street Addr2: ***
	Current City: ***
	Current State: ***
	Current Zip: ***
	Current First Name: ***
	Current Last Name: ***
	Current Phone Number: ***
	Current Email Address: ***
	Current LOB: HighSpeedData,DigitalTV
	Viquez > Please let me know if you are still with me
	WILLIAM_ > That's all correct except for the services. We only have HighSpeedData.
	Viquez > Perfect! Thank you very much for checking that information for me.
	Viquez > We will undergo a series of steps in processing your request. First, we will find your current account and verify the information.
	Viquez > I already found your account information. For security purposes, may I have the last four digits of your Social Security Number, please? This is a completely secure chat interface and your information will not be saved or redistributed.
	WILLIAM_ > Sure, ***.
	Viquez > Great! thanks a lot for providing me that important data. I really appreciate your help
	Viquez > Could you also verify if this information is Ok please?
	New Service Street Addr: ***
	New Street Addr2: ***
	New City: ***
	New State: ***
	New Zip: ***
	WILLIAM_ > That's correct.
	Viquez > Thank you again for verifying that data. You have made my job easier.
	Viquez > The second step is to look for your new address in the system to see if it is serviceable.
	Viquez > I have wonderful news for you, your new address is serviceable. We can transfer your services there, no worries.
	Viquez > William is May 23rd the date you would like to disconnect and connect your services?
	WILLIAM_ > Yes that sounds good.
	Viquez > Wonderful! I will schedule the disconnection of your services now. By the way, let me inform you that there is not necessary you stay at your old address because the technician only needs to go there to disconnect your services from the pole.
	WILLIAM_ > Great.
	Viquez > I see that you currently have only one of our services and this is our Comcast Internet service. While I was reviewing your account, I noticed that you have been loyal and good paying customer. As an act of appreciation we would like you to take advantage of our three services: Cable, High-Speed Internet and Comcast Digital Voice for only $99 per month during 12 months. What do you think? Would you be interested in getting our amazing offer?
	WILLIAM_ > No thanks. I'm happy with just the internet service.
	Viquez > I completely understand; however, I think you should take advantage of this great opportunity to save money and experience all of the great services. The best thing about the promotion is that you will have a 30 Day Money Back Guarantee, so if you don’t like it, you change your package with no additional cost.
	Viquez > Let me share with you the features of this great package:
	* Over 80 digital cable channels.
	* Thousands of On Demand movies and shows.
	* Internet speeds that are way faster than DSL.
	* Comprehensive Security Suite.
	* Unlimited nationwide calling – rated #1 in call clarity.
	* Voice mail and 12 popular calling features, including Caller ID and Call Waiting.
	WILLIAM_ > No thanks.
	Viquez > Ok no problem, you can take advantage of this great deal when you wish. We will gladly assist you with that.
	Viquez > Have you heard of Xfinity.com? It’s a great online application that allows:
	• Allows anyone with Internet access to view TV shows, movies and videos
	• Based on customer's level of video subscription, Fancast XFINITY TV provides access to additional TV
	shows, networks and movies at no extra cost
	• Includes shows from major networks (ABC, CBS, FOX, NBC) and most cable networks (FX, USA, TLC,
	Discovery, MTV, Comedy Central, etc.)
	WILLIAM_ > Is there anything else I need to do to transfer my service to my new address?
	Viquez > Let me tell you that it is a website and it is totally free. You can really take advantage of this great benefit.
	Viquez > As a Comcast customer, I would like to tell you about our low cost service protection plan that we are offering.With the protection plan, if anything goes wrong with the inside wiring a professionally trained technician will identify the problem and fix it quickly. This plan will provide you with an alternative to potential service call charges, which can be costly. This low cost service protection plan is only $3.95 a month and is added to your monthly bill for your convenience. Would you like me to add SPP to your account?
	Viquez > So that I may continue assisting you please reply within the next two minutes. If I have received no response in that time I will end the chat session due to inactivity.
	WILLIAM_ > I'm fine thanks. Are we done?
	Viquez > Ok no problem, you can add it later to your new account if you wish. We will be more than happy to help you with that.
	Viquez > William I have great news for you, I have gotten a very good discount on the installation fee. You will only need to pay $34.99 for it. Is not that wonderful?
	WILLIAM_ > Ok great.
	Viquez > I am glad to know that
	Viquez > I can offer you May 23rd to install your services between 8am to 11am. Would it be Ok for you?
	WILLIAM_ > Is there a later time slot available?
	Viquez > Sure, I have a time frame between 2pm to 5pm. Does it work for you?
	WILLIAM_ > Yes that works.
	Viquez > Awesome! I will schedule your installation right now
	Viquez > Would you be so kind as to provide me the phone number you would like to be contacted during the installation date please?
	WILLIAM_ > Sure, ***.
	Viquez > Thanks a lot for the data. You have been very helpful for me
	Viquez > I am happy to tell you that I have successfully transferred your services from the old address 2110 19TH ST NW to the new address *. I can assured that everything is already taken care of. Please take note of these numbers: ((old account # )) ((new account # **)).
	Viquez > Your services are scheduled for installation on May 23rd between 2pm to 5pm. If you will not be home, please note that someone 18 years or older must be present on the day of installation.
	Viquez > Let me inform you that you are not required to pay the technician on the day of installation. Everything will be billed in your first monthly bill. Your first bill will be ($94.94). This includes your first month of services ($59.95), installation charge ($34.99), plus taxes and fees.
	Viquez > The technician will generally call you 15 minutes before the appointment; if the technician does not receive an answer the appointment may not be fulfilled.
	Viquez > Please have your ID handy. If you are not going to be there at the time of the installation, have the person provide the technician a copy of your ID, along with their own ID.
	Viquez > Since you are moving within the same market, you may just take with you the current equipment that you have when you move to your new home.
	Viquez > If you have any issue on the installation date, please feel free to call 1-800- XFINITY or 1-800-9346489 and one of our agents will be more than happy to help you.
	Viquez > It has been my pleasure serving you today and I truly appreciate your understanding and cooperation. Do you have other concerns for me today? I will be glad to assist you further.
	Viquez > Do you have anything else I can help you with today?
	WILLIAM_ > Nope that's it. Thanks.
	Viquez > You are always welcome. It has been my pleasure assisting you with your transfer request.
	Viquez > To properly close this chat and confirm your order, at the end of the chat, you will find a short survey. Just three or four simple questions. You can do that by clicking the "End Chat" or "End Session" button. This survey is very important for me, I would really appreciate the time you take to fill it out. Thanks a lot!
	Viquez > Once again my name is Yessenia, if you have any concerns or questions please do not hesitate to contact us. We are available 24/7 for your convenience. It has been a pleasure to assist you. Thank you for making Comcast part of your life and for the time you have taken to contact us. I really appreciate it.
	Have a wonderful day William!
	Viquez > Analyst has closed chat and left the room