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Utility Bill Inquiry

Requesting a Payment Extension

A customer is unable to pay their bill by the due date and calls to request a payment extension or discuss payment plan options.

Dialogue

Listen and follow along with the conversation

1
Sarah (Female)
Hello, my name is Sarah. I'm calling about my utility bill. I received it yesterday and I'm afraid I won't be able to pay it by the due date.
2
Michael (Male)
Hello, Sarah. I understand. Could you please provide your account number so I can look up your details?
3
Sarah (Female)
Certainly. It's 7890-1234-5678. I was hoping to request a payment extension, or perhaps discuss setting up a payment plan.
4
Michael (Male)
Thank you. Let me check... I see your account here. We can certainly discuss options to help you with this. What date would you ideally be able to make the payment?
5
Sarah (Female)
I think I could manage it by the end of next month, say, the 30th?
6
Michael (Male)
Okay, that's possible. We can generally offer up to a 30-day extension. Would you like to set up a new due date for October 30th?
7
Sarah (Female)
Yes, that would be a huge help. Thank you so much!
8
Michael (Male)
You're welcome. I've processed the payment extension for your account. You'll receive a confirmation email shortly. Is there anything else I can assist you with today?
9
Sarah (Female)
No, that's all for now. Thanks again for your help, Michael.
10
Michael (Male)
My pleasure, Sarah. Have a good day.

Vocabulary

Essential words and phrases from the dialogue

utility bill

A bill for services like electricity, water, or gas that you receive from a company. It's useful when talking about household expenses.

due date

The specific date by which you must pay a bill or complete a task. Remember to check this to avoid late fees.

payment extension

A request for more time to pay a bill. Use this phrase politely when you can't pay on time.

account number

A unique code that identifies your customer account with a company. Always provide it accurately when calling for help.

payment plan

An arrangement to pay a bill in smaller amounts over time. It's helpful for managing large bills without full payment at once.

confirmation email

An email sent to verify that a request or change has been processed. Check your inbox after making arrangements.

Key Sentences

Important phrases to remember and practice

I'm afraid I won't be able to pay it by the due date.

This is a polite way to explain a problem with payment. 'I'm afraid' softens the message to sound less direct. Use it when requesting help with bills.

Could you please provide your account number so I can look up your details?

A customer service request for information. 'Could you please' is a polite way to ask for something. It's useful in professional calls to get details quickly.

I was hoping to request a payment extension, or perhaps discuss setting up a payment plan.

This expresses a hope or suggestion politely. 'Or perhaps' offers alternatives. Use this structure to propose options without being demanding.

What date would you ideally be able to make the payment?

A question to find a suitable solution. 'Ideally' means in the best-case scenario. It's helpful in negotiations to understand the customer's needs.

I think I could manage it by the end of next month, say, the 30th?

Suggesting a timeline with 'I think I could manage it' shows possibility. 'Say' means 'for example.' Use this to propose a specific date flexibly.

Is there anything else I can assist you with today?

A standard closing question in customer service. It checks for more needs. Use it to end conversations politely and offer further help.