SetFit with sentence-transformers/paraphrase-mpnet-base-v2

This is a SetFit model that can be used for Text Classification. This SetFit model uses sentence-transformers/paraphrase-mpnet-base-v2 as the Sentence Transformer embedding model. A LogisticRegression instance is used for classification.

The model has been trained using an efficient few-shot learning technique that involves:

Fine-tuning a Sentence Transformer with contrastive learning.
Training a classification head with features from the fine-tuned Sentence Transformer.

Model Details

Model Description

Model Type: SetFit
Sentence Transformer body: sentence-transformers/paraphrase-mpnet-base-v2
Classification head: a LogisticRegression instance
Maximum Sequence Length: 512 tokens
Number of Classes: 12 classes

Model Sources

Repository: SetFit on GitHub
Paper: Efficient Few-Shot Learning Without Prompts
Blogpost: SetFit: Efficient Few-Shot Learning Without Prompts

Model Labels

Label	Examples
General Inquiries & Miscellaneous	'Hello. Hello. Hello. Hello.' "Business account, says Marilyn. How can I help you? Yes, hi, good morning. This is Alina. How are you? Very well, thank you and yourself. I'm OK. Thank you. I'll just call you because Umm, I just saw on my account say I see you make a payment. You. Can see. **Are you calling about a business account or residential? You're in the business department, so. Oh, OK, OK, hold on. I'm not able to view residential accounts. One moment, I'll transfer you to the correct department. OK, no problem. Thank you." "Hi, good afternoon. Thank you for contacting. My name is Mark. How may I assist you today? Hey, how you doing today? Hi, hello. Hi, give. Me a few minute, how may I assist you today? Oh my God, Jesus Christ. Your customer service for real, right? Let's do this. I just need to check my balance and the address. Sir, can you please continue? I need to check the balance on my account on the 7. Pasay Lane, Lancaster, PA. Can I please have your name? Jorge JRG. Can I please have your last name? Angarita, ANGARITA. Thank you so much, Mr. Angarita. Can I please have the billing letter? Vasai Lane, Lancaster, PA . Thank you so much and as please confirm the primary phone number on this account for me. Excuse me? Say it again. Can you please confirm the phone number listed on this account for me? ******. Can you please say that again? OK. The line is very choppy today. ******. Thank you so much. You said you are calling in to check the balance on the account. Just so the current balance of your account it's $36.81. OK. Can you check if that bill is going to be delivered to my new address? Because I left the apartment already couple weeks ago and I called already to make sure that I get that. Bill balance on my new address. She would like this bill on your new address. I called before to make sure that I get that balance bill in my new address because I don't want to pay late. What's the due date? So did you date it's January 17th, **OK, so I still had 15 days today, the 3rd, so I got 14 days. I just want to make sure that they bill. The New Balance, they bill it to my new address. Because I called before to make sure about that. I just wanna check again and make sure that everything is OK. OK. So I do understand and if you would like some assistance with that bill? Being sent to your new home. I can't have your chance for tall building department. Where they would be able to get that done for you, OK. OK, so one moment. OK. Mr. Howie? Mr. Hoyer, are you there? Yes, I'm here. So I'm working on that transfer now, OK? And Mr. Hoy? Have you satisfied your concerns regarding the account balance? I just want to make sure that. That bill is going to be sent to my new address. That's all I'm asking for. Forget about if I'm happy or not, just give me the answer. OK, Mr. Hoy, enjoy the rest of your day today. Now let's get you that transfer."
Technical Support	"Good morning. My name is Janice. How can I help you today? Hi Janice, it's 10 minute calling. Umm, my lights are dimming. Umm. I just got in from outside. I don't know how long it's been going on, but I mean, right now they're OK, but. Umm. Probably 2 minutes worth of on and off dimming and not all the way off, but. You know, going down and they don't get any brighter, you know? So it's not like a surge but. Alright, well, let me just pull up your account information. We can get a ticket in. Can you verify your service address for me? 28 Townview lane, Catawissa, PA **. Thank you. And if we do need to give you a call back, what phone number can we reach you at? ********. Thank you. One moment. Any idea if your neighbors are having any types of problems? I don't have any idea. I was just out, just got in from out in the woods and uh. I didn't have a chance to talk to anybody or anything. And it says appears that the problem just started today. Yes, OK. I will say though, back when we had that real big cold snap and we we had lost power for a while, Umm, the lights dimmed and went out a couple of times and I actually reported that like. Early morning. Umm, I never got a response. Not that I expected. You have to call everybody that complains or or you know has a problem, but Umm. But they have flickered on and off multiple times since then. You know, went out and then came back on Umm and I went for a drive yesterday and I noticed there are a lot of trees laying on limbs and actually wires laying on the ground in multiple places here close to me. So I don't know if that has anything to do with it or not but. OK, alright, well we'll get a ticket in and let them know that you're you, you're experiencing the dimming Umm of the lights today. But I just, I I put a notation on there. The problem just started today. Umm if the problem should get worse or if when the lights. Them, if they start to go out completely, certainly give us a call back so we can keep the ticket updated. Umm. But we will send this over to dispatch and they'll have somebody come out and take a look around, see if we can determine what the problem is. A reference number or you just pull up my account and it will be there? Uh, we would just pull up the account information will be right there in your history. All right, very good. OK. Thank you. Have a good day. Thank you. You as well. Bye, bye. Yeah. Bye, bye." "My name is Misha. How may I help you today? Hi, yes, I'm calling Umm. I had just gotten my recent electric bill and I wanted to see it saying that it was estimated by usage and I wanted to see if I could get a reading on it. Hello. OK. Umm, I'll be more than happy to help you out. Let's, Umm verify some account information and I'll tell you what's going on on the account and Umm and I'll be happy to help you. OK. What is your name please? My name is Jackie. Jacqueline. Alright. And uh Jackie, what is your last name? Mail Mell. Thank you so much. And what's the name on the account please? Steven Mail Mell. Alright. And your relationship? Wise. Thank you so much. I appreciate that. And what's a good phone number for you? Uh, set for me ********. Alright, thank you so very much. And what is the service address? 43 Hosfeld Rd. Carlisle, PA . Fantastic. And Jackie, you live in the home as well, correct? Correct. Alright, thank you so much. Let me see what is going on. Umm and uh. Everything OK. I don't want to say. Alright. OK. OK, so there's a couple things going on on this bill. Umm, #1, Umm. The biggest thing I'm concerned on this bill from last night. I know, I know all about the rate. I'm not concerned about that. My issue is. Great. OK. Umm, that is fine. If, uh, that Bill was estimated and the reason that you got an estimated bill is because your, Umm, your meter was part of a specific meter group. We had a couple meter groups that did not build properly in December. And once we identified that, we of course fixed the problem and sent out an estimated bill to everybody based on their usage from this time last year. And Umm, and that's why the bill is the way it is, Umm, because it's based on what was from last year and also you know obviously the rate difference you have to account for. So the bill that we have for you is that that is due on January 23rd. Now once the meter is read again on January 27th of because that's your next meter reading that will give you actual meter readings for both December and January and any kind of payments. Or anything like that will be corrected and credited as Umm as needed for the adjustment. OK, but that is what why you got that estimated Bill right now. Does that make sense? Ah yes, other than Umm, my my usage last year was still way less than what it was estimated at this year. OK, let me see here so. So this time period last year, your average, your kilowatt hours were 886 kilowatt hours and we estimated like 9 something that is true. So there is a little bit of a discrepancy there. But Umm that like I said, it's just an estimate. Now if you would, if you would like, if you have an actual meter reading, we could update it with that. Umm, if you have that or if not, we can, Umm. I can put a I can notate the account that you're not happy about the fact that this was estimated or if you'd like to talk to the High Bill Department and find out like specifically about usage, I could get you over there because since it is based on last year, it should be about just the same and it's still higher than last year. So I don't understand why that is. Would you like to talk to them about? Is my meter outside? What do they read inside? Do they how I mean? So how do they rate it? Do they read it? Internally. Like there. Correct. It's all automated, correct. It's all automated. So Umm. Just looked over. Umm. It just flipped over my mirror. Umm OK, so my mirror is right now showing still . Five. Wait a minute, OK, what was it, ***? 361 OK Umm, and that is the actual reading from uh uh from right now as of right now. OK, I'll tell you what, let me. OK, so probably what. Let me put you on a brief hold and I'm going to see what we can do, uh, and see what we can do with this information. See if we can't get something more specified set up for you. Is it alright if I put you on hold for a few minutes, Jackie, while I do that research for you? Thank you. Thank you very much. I appreciate that. Hold on, please. What I do movie? A meter, meter, meter, meter, meter. OK. Meter fact sheet. Hey. And all sales tax refund OK. OK. And one of those issue? Nope. OK. Alright, does not fall into any of these. Let's see. OK. Alright, transfer to energy and bam right there. OK, so. OK, so energy as it is. Alright, Jackie, thank you very much for holding. I do appreciate it. Alright, what I'm going to have to do is I'm gonna have to get you over to our energy at department so that they can help you with this actual meter reading as opposed to this estimated one. I do apologize. They are going to reverify you once you get there, but I just wanted to let you know what was going on and I didn't just want to just kind of throw you over there and be like, hey, why am I over here? I was just on hold with Misha. She didn't say anything. So I just wanted to let you know what was going on. Umm, hold on. And I never there. OK, no, I'm looking at my bill and I see I was billed for 36 days this cycle versus like I'm normally build for like or 30. So I got billed for additional days even. So that might be, you know the reason for the higher. That's correct and that's and that's no problem. That is absolutely a town for some of it because there are more days on here than there was on the last bill and everything. But like again it is estimated, so let's get you over there so that you can get get that information to them about an actual reading and they can help you out however they can, OK. Alright, fantastic. Hold on for just a moment. I'll get you where you need to be by. Do you want to thank you for calling PPL? I want you to have a very happy New Year. Hold on for your transfer please. How can I assist you today? Yes, I was calling about my meter reading. OK uh, can I have your name and? Would be under Steven Mail Mell. And the address please. 43 hosfeld Rd. Carlisle PA I do thank you. And can I have your name please? Jackie, Jacqueline. Jackie, your last name the same. OK. And Steven, your husband? Yeah. OK. Thank you. And you also live in that same location, correct? Yeah. Alright, let me see what's happening here. OK. Alright, I just want to check to see if we do have a reading in our system. Can you verify your phone number? Why I do that what the accounts under? Please ********, I do. Thank you. Alright. It looks like you talked to another representative before me. Is that correct? Correct. OK. And they were able to help you get a savings through the standard offer, it looks like. Well, I did that myself, but OK. And let's see what else. Questioning the made a billing. And she sent you the letter. I just wanted to know why. Why was estimated so high? I went out and read it when I was on the phone with her. And right now we're sitting at . But I was looking at the bill and I saw that we were billed for 36 days. Correct what we normally build for. Uh, normally billing is anywhere between uh 29 and 32, so 36 is a little higher than normal. And I just and the reason why the estimates is because uh, right around the time we were supposed to read the meter, we didn't have any readings coming in. So we gave it an estimate and I'm just checking that was the 20. 8. I might have to go off for your read, so give me just a moment. Uh. System is populating. What was the read that you were able to get? *** and that was, as of today, correct. Yeah, Yep, that was . OK, let me go back. Wow. . Just back over here, customer. Customary. Let's see here. Come back. 20 days. Wow. Estimate. OK, so this is what. I'm gonna do and just to kind of give you an idea, Umm, because we are going to be billing you on almost 30. Nine days. That's an awful long bill cycle. Knowing that your next bill cycle is going to be a very short one. OK. And? Let me go back here. Ohh yeah. Sorry. Alright, let me cancel this. Give me just another moment. What I'm doing is cancelling your current billing and going to enter the reading that you gave. Well, that's higher than what's on there. Nickelback. Billing. Well, that's going to be your choice if you want to keep it as is and just wait until your next bill cycle. Well, I'll just remember you for an extra 3 days if we if we do it well actually we are billing you ****. Six extra days if we use your bill read. OK, so but what are you going to do with the current one? Well, that's as I said, that's going to be your choice. I could cancel it and rebuild it on the read that you were able to take, but your bill cycle will be 6 days longer. Just leave it as it is and just. Bill, you normally next month? Yes, now Umm. When when does my new rate kick in? Well, that's a different story. Let's go here, supplier. Well, you just opted into that. So they will notify us and your supplier within the next three business days. So today's Tuesday, I'm going to say by Friday you should have the new rate. OK. So anything from Friday thereafter, so I'll have two different rates next month? Correct. If you look on the backside of the bill under supply, you'll have kind of like a time frame from the beginning of this bill cycle up until Friday with Clean sky and then from Friday till the end of the cycle with the new company. Well, it's still clean. Ohh, it's still clean sky, I just noticed that. But you'll have the new rate, it's still, it'll still have the breakdown though. It's going to split the rate on that page, right? Yeah, because you're going to go off of their normal contract to the standard offer contract. So you'll still get those two lines there. So OK. So Umm. Hmm. OK, so when I switch over to the SRL, anything that's going to meet or up to that point will be billed as the old rate? Open till Friday, yeah, up until Friday you'll be at the 15, nine, and then after Friday you'll be at whatever they quote at you, OK. OK. But my name and that's why I said you should be printed that way on the backside of your billing also. And I have that. So my next bill would be for 29 days out or because you just said don't bill me on what I read because it's a longer cycle with the higher rate. We we can actually leave it as is and we'll be just a normal bill cycle next month. Like days roughly, yes, OK, OK. I don't feel OK with it. Yep, go from there. Yeah. And the and the reason for the the dollar amount, I mean of course that's always the shocker that's that extra 2-3 cents that was on the billing that that's right up the dollar part of it. OK. Alright. I'm happy you're kind of stuck out and it kind of went over the numbers because yeah, so that's not a problem for me to rebill you, but it would be 6 extra days in there, which would be a basically even a larger bill. Correct. Uh, OK, alright. No, I'm happy, Jackie that you called just to go over the billing. I'm happy you took advantage of the standard offer to get that extra savings. Umm, do need to ask if I satisfied your concern for today? OK. Thank you. You were happy with the call. Yes, yes, I'm sorry. Yes, that's OK. Thank you, Jackie. I hope you enjoy the rest of the day. Thank you. Bye, bye, bye, bye." "Hello. I'm gonna message you today. Hello, my name is Sherry Pollock. I'm calling because I have two things. I have two accounts. I have a business account and I have my home account. And I've called several times. To try to get the phone numbers connected to each account so that when I call I can make a payment on it. But it has not been successfully done, so I need to do that. Also need to have someone come out to my home account and check it because it's super high. OK, no problem. So what I'm gonna do, I'm gonna transfer you over to one you construction apartment and they'll be able to further assist you, alright. I I'm sorry. I've been on on hold for 24 minutes. You're connecting me to? Who? So the new construction department because they will be able to assist you in sending someone. It's not new construction. I've I've had this account for 20 years. It's not. It's not new. What department have I reached? OK, so you're saying that you want someone to come out and check your meter, correct? That's one part of it for sure. I've been here 20 years. And now my bill is astronomically high. So yes, I need someone to come out and make sure. That everything is OK. The other part of it is I need so. This payment. I need to make a payment on my business account because I can't do it over the phone because someone has the telephone numbers messed up on both accounts now. OK. So I understand what you're saying, so I can help you to process that payment on your business account. But however, in order to transfer, in order to speak to someone in regards to coming out to your apartment to check your meter, that will have to be on your construction department issue, alright, so I can process the payment with you. Do you have the account number? No. It's paid underneath my phone number. Normally. OK. Do you have the phone number on the account? ********. Barry Pollack. OK, 59. OK. So this this account number that you have given me, this is the business number that you said. No, that's my home number. That's the home account. Payments. No, already I already paid that one. You said you want to profit. Yep. For the business one. OK. So could you provide me with the phone number or account number for the business account, please? *****. I want your name on the account. It's very Pollack or simply. Unique boutique. OK, no problem. Thank you for that information. Could you also verify the service address on the account for me? Route Clifford, PA . Can you repeat that service address for me please? 3. I'm not seeing that service service address on the account. Could you repeat that service address again for me? Route Plaza #7. Clifford, Pennsylvania. . OK. So I'm not seeing that service address. In regards to the business account, yes, it's on the Sherry potluck, but the the phone number that you have given to me. Umm, I'm not seeing that service address coming up. That's what I'm telling you. Someone has got it messed up. So I would like to fix that. OK, so let me search by your address and see if Umm. Maybe the address is right but something else under different name. So you said the address is Umm. Your city address is right? Yep. OK, SOand what's the what's the street name? Route one. Oh. Six or the route name. Route Clifford route. OK, Clifford, Pennsylvania. OK, so No. OK, so I'm seeing Umm the address, the service address, but it's not under the name that you told me, it's not under Cherry potluck and it's not under. Unique. Any boutique name. Because I called a long time ago. And had it changed into my name? It's under Donnie Senior LLC. Probably. The account number because I just found the old paper is the 6. **. Should be in my name. Donnie Senior LLC, that's correct. Yep. So that should be. Disclosed this account is final. OK, well, right, because they trained, they were supposed to transfer that into my name. OK, and what's your name? You as a Sherry USA Sherry potluck, right? Yep. Sherry Pollock. Yep. OK, so. OK, so the Cherry Park Lake is have that same 7 Mountain View. PLPL. Z Clifford, Pennsylvania. That is an account with your name on it. So you found the account. And that's a commercial account? So this is a business account, yes. So yes, I have the account with your name, but I was not getting the address that you was giving me that That's not the address on your account. At Route that's not the address on your account, but I have the account with your name, but it's not the address on the account. It's not the same address you gave me. OK. So you have it under 7 Mountain View Plaza. Right. OK. That's correct. And what phone number do you have so that I can pay? The bill, that's correct. You can use it. That's not the address. That I was given, but I don't want to. Make anything more complicated than it is. You can use that address for sure, whatever, whatever address is going to work for you and you're going to be able to get it straightened out. I don't want to make it any more complicated. That's not the address that they gave me that I use for my business account. It is the same place. That's what they use. They've used that for years. So we're going to just, we'll, we'll keep it, I'll, I'll remember that, I'll put that on my thing when I call. OK, so you have it as 7 Mountain View Plaza. What phone number do you have listed under? Is it under my name Sherry Pollock or is it under simply unique boutique? It's under your name, Sherry Portlick and it's the same phone number that you are giving me, the *********. OK, so why when I call? And try to put in it won't bring up that account so I can pay it. OK. Sir, I'm not too sure, but the primary phone number on the account is the ********** number that you have given me before. Right. That's the number that I need to be primary for that for that account. Yeah. Yes, that's the primary number. So when I called to pay the bill. I can call from the store and it will just bring it up and I can pay it. Is that correct? Yes, that's correct. Because when I put that number in. It says there's no account. So I'm just double double checking what is your first name? Shantelle. OK. So I want to go ahead and make the payment on that account. Show no problem or we gonna have to assist you in processing your payment, processing our payment with that they have to credit card or checking account. It's, it's the. It's the one I have listed. There's nothing listed. I'm not seeing any Checkins account on file, so if you would like to pay with your checkings account you will have to provide me with your routing number and your bank account info. Yes, of course I did all this. I just want to mention that I did all this so that I so I could take care of this. It's it takes literally forever to try to get in touch with you guys and do this repeatedly. And not only did I call once, but I called twice, so OK, my routing number. It's, UH-*. Yes Sir, the number is **. Is 07 correct? Yep. OK, so you provide me the bank account number now please. The account number is ****. 00. OK, so that account number is , correct? Yes. OK. And are you on authorize sign on the account and it says funds available for immediate withdrawal? Yes, and how much is? It you see. OK, so the amount due is $58.76, so could you just verify the bank name for me Miss collect? People's Security Bank. Thank you very much for this information. So I'm processing this payment of the $50.76 for you. Would you like the confirmation number for your payment e-mail or would you like to write it down? I'll write it down. Sure, no problem. So thank you for your payment of $58.76. The confirmation number for your payment is . 01. 03. 25 could you repeat that number for me, Miss Polly? ***** Thank you very much for that information. So just to recap with you, so I have processed the payments of the $50.76 on on your account which your checking account and I have ready your confirmation number for you. Right, OK. And so have you concerns and satisfied regarding your payments on the account, Miss Paulik? Yes, I am. I just need you to do one more thing. That address. The seven. Mountain View Plaza is a physical address. I want you to put in a billing address. If you could for me. OK. So Umm, there is a billing address on the account and billing address? What? What's the billing address? Is Sr. 374 Clifford Township, Pennsylvania . OK, perfect. Thank you so much. And if you could transfer me so I could have someone come out and check my meter at home. OK, sure, no problem. So I'm going to transfer you over to the new construction department so that someone can come out and check that meter for you, alright? Thank you. OK, no problem. So please hold for that transfer. I'm sorry about the wait. My name is Sherry. May I have your name please? Uh, my name is Sherry also. It's Pollock Pollock and I am calling to have someone come out and check my service. I've been here since and I know everything has kind of gone up, but my electric bill is as kind of astronomical. Yeah, we could take a look from here. I usually will ask you some things so we could find out and take a look. OK, that would be great. Uh, may I have your property address, please? 5991SRClifford Township, PA and it's also 69 Marcho lane. Alright, let me the address as the mailing address. Yes. And I'm looking at what's the property address for the one you wanted to sign 69 marcho Lane, March Hill, Marcho MAR. Cho. And what city ends up caught is that one. It's the Clifford Township, PA. OK, that's up again. Please, . And I apologize, I'm looking at your other account here. Be right with you. Just get into this other one. The one you're calling about is under your name too. Yes. Do you happen to have the account number there? No. Could we have it under a different street number? Maybe no. You're saying 69. I have a business account and I have a a residential account. The address I gave you is the residential account. That's why I'm trying to find the 69 marcho. Yes, OK. But it's not coming up. Did you ever get a bill for 69, marcho? It it's under 5991SRTry that. Alright, and I apologize for this, the mailing address is coming up not as the property address. So I'm still searching it by State route. Now let me see, I might have signed a bill, just let me know. But I'm sorry I just don't see the account yet. Have an apartment number or anything on it? No, it's a mobile home, OK. And how about account number 61. 83. And that's under the State Route That's the where the bill comes to. That's how I've always brought it up. OK, now I see it now. I was looking up 69 marchelo. So I don't need that address for any part of your bill. 69 Marshall Lane. Uh, that's the physical. That's where they need to come. OK. So we don't have that in our records, but I could update that. So you could add it. You could just add it part of the part of the mailing like one of those 911 changes. Yeah, OK. So on like on our bill, we have the service to address and the mailing address. So the service to address is 69 Marcho lane, put the Township PA . So if you had an outage you would call that address then, but the mail goes to State route. 74 is that right? Yep. OK. Let me just fix that. It will be easier next time to pull it up for you. Sorry about this. That's good. Thank you. You're welcome. Is it like the same location just that now they call it 69 March change? Yep. Yep. It was just one of these things where it was uh Lennoxville HC 7 or something. And then they changed it to the And I used that for about, I don't know, 15 years. And then they were like, oh, you're 69 Marcho lane. It's like 5 trailers. That they I don't know but if you go to type in you know packages you want to order something. There's no Clifford Township. It doesn't even register as a as a town. It's just crazy. OK yeah. And they have March. OMARCHO lane. I might just take a minute just to get that my system. Thanks for letting us know. Yeah, Ali, do you know where? See it? Marchell Lane is not in my system yet, so I'm just adding it there, OK? And see there was people doing work on one of the other mobile homes. There's, let me see there's, I think there's five of us. And. Then one next to me is kind of shifty shady. And then they were doing work on the one next to that. And so they came over and said, hey, what's your meter? You know, blah, blah, blah, blah, blah. So I showed them and they were like, ohh has this other trailer that's kind of shifty. Shady doesn't have a meter box, and we think they're drawing electricity off of you. And they were supposed to, I thought they told me PPL was supposed to come in and give them. Like a separate pole or something. All I know is my electric bill, like kind of just shot and I'm not doing anything different than I had done. Ever. So. Alright, once I get that address in there, I'll go further too. OK. Thank you. I got it in there correctly. I just got to review it one last time. OK. Umm, this would be the account number you gave me ending in . The physical service to addresses 69 Marchel Lane, Clifford Township, PA , but your mailing address is Sr. 374 Clifford Township, PA . Yes the sound like we have it right now it does alright and were you satisfied that we updated that to get the service address or and just making it fast now what about that thanks for making us aware. Yes. Do you happen to have the bill in front of you that shows the meter number you're being billed for for that account? And if not, I could get for you? I know because I just ripped off the stub part of it and just kind of wrote that I paid it on such and such a date. Because now I have the business account, so I'm like trying to keep track of everything when I. Ohh, sorry. You could also view the, Umm bills on your online account. I see you have it pplelectric.com if you have this account linked there, but I'm just going to take a look. So like there's five trailers there. And then is this your primary residence to San Marco? OK. Do you have any outdoor outlets? I do have an outdoor outlet, yes. Alright. And did you, were they like taking electric from you out there, the other trailer? No, no, it's like there's no meter box like they spliced it from the pole. Like no box. This is what they're telling me what they showed me. Alright. And you want to make sure they're not using your electric? Yeah? Because if you go back. I don't know like this. I'm, I'm like I said, I know things went up, but if you go back in time, I don't know how far you can go back. And it's been progressively getting more. But I thought, OK, inflation, you know, I usually pay 85 to 89 and then it jumps up to like 1:30 in the summer with all the AC on and it may go to one. 70 or whatever in the winter, you know, with having the the. Because they run a little heater all winter. I've been doing it for 20 years the same exact way. Nothing's changed. And it's like Or we could definitely take a look. Now the higher bill that you received now compared to when the Bills were a lot lower like and the range, I could take a look at all that one thing, you know, just to make sure nobody can use your electric outside. I know sometimes customers of ours that have outdoor outlets, they sometimes turn them off indoors at the breaker, OK. You could try to make sure you're not home, that they're not using it when you're not there. The way that we're situated, somebody usually is always home. And the way we're situated, there's like really no way that they could. Get our electricity. Alright. And the other thing you could do is if you ever did your own breaker test, like if you shut off your breaker, say you tried it at night when you could see if other people's lights are on or something next door. You know, if you shut yours off and somebody else will go off, you know that sometimes how we'll see people in apartment buildings usually figure it out that way. But when you have all like separate trailers, like you would probably see cords, you know, running to your meter because they'd have to be like tapped in like below the meter. For you to, you know, be charged anything. But, you know, as long as you don't think there's any way they're stealing it, I would say, you know, just turn those, you know, in the indoors outlet outside off, just in case you're not home. You know, to be sure they can't use it when you're not there. Yeah, but that wouldn't. I mean, that wouldn't make it go up like 100 bucks. Well, what we could do, I'm looking at your usage summary now because your meter like I'll send us the readings every day and you could analyze this too. So if you wanted to know where we're looking at, like once you sign into pplelectric.com, if you click on check usage, you can see your history there and I see you know what you're saying like you had a bill that was around 89 dollars, October of That's what I'm saying yes now. But your usage down with about half as much, it was like 21. KWh per day and it was 65 degrees average temp, right? And I get that it's going to, it's going to fluctuate, it's going to you know, it's going to and then it's going to go up to 140 or you know whatever, I understand that, but it's two . So and if I look from last year, like it does look up some from last December, so like this bill , it sounds like you were already aware that PPL's rate went up on December 1st too, right? But if you go back to, can you go back to July of last year? Yeah. And they could see you were at so that's around 1:40. Yep, that's my like my summer and then June, do you know what I'm saying? And then all of a sudden it was like, because that's when they were like it was a little bit after that that they were like ohh. Is this your box? We noticed this. So I think after that month. Maybe it was August or September. I noticed a jump in it. I think from what I'm remembering. Or August build. You're averaging 30 kWh per day this year. Last August you were at 29 and if you want to follow along you can see what I'm looking at on usage summary. I'm looking at August. Doesn't look different. Let me check September. Uh, September this year you were averaging 29 kilowatt per day, last September 27? October this year you are at 38. Umm, last October you were at 21, that's what I'm saying. Y so could be anything that was using more electricity. You said that you didn't ever saw people stealing your electricity outside though, right? Now you have to report to the police for one like one month, you know, like I used the power sprayer to wash cars or what? Even if it was high in one month, I don't know why it's still high. Well, one of the things that you mentioned, and I'll just point this out to you, is a space heater. Like I would say, try not to use that at all because they use like a bunch of watts. Yeah, but I've used this oil heater. I've replaced it obviously a couple of times, but I've used it since Well, it's up to you, like whatever you want to try to change. But to get something to change, you'll probably have to change something that you're doing now to try to get the the billing usage down. But that's why I'm asking, is it possible that somebody has tapped into our meter. If you see them tapped into your outdoor outlet, you know the only way that they're going to be able to do that. If you leave your outlets on outside and you know I'm talking to the box at the meter box, I want someone to come check it at the meter box. OK, well, PPL if we come out and change your meter. It doesn't tell us if somebody's stealing it. You could see that yourself when you look outside for them to be tapped in. You would see cords below your meter outside there. And I could wait if you want to go see if you see something like that, but you'd still have to report that to the police if they tapped into your your system there. But I'm saying not with court not plugging anything in. I'm saying actually splicing their electricity into my electricity, splicing it, the wires that are already there. That would be something like you need an electrician if you want someone to check the wiring to see if somebody spliced in, because PPL doesn't have electricians that check the wiring. We we can check your meter from here. You want. You don't check your lines, you don't check your. Your internal wiring, if somebody spliced into your house inside your house PPL doesn't come through a customer's house inside my house at the meter box, the meter box that is outside on a pole, it's three trailers away from me. Even if somebody was doing something wrong, all the meters are on one board. OK. If they're out, are you renting in this trailer park there? Yes. OK. So let's say I, I can't say what they're doing outside at your pool because those are customer owned poles because PPL doesn't own those pools out there. So if there's something that you think looks unsafe or unusual out at that pool because our customer owned, I would report that to your, you know, apartment complex because we don't own those poles. Sometimes like in a trailer park, they have a separate pool out there. So if I wanted. And back of my place with my own separate meter on PPL would come do that. You could have like a separate service installed it, but I know those are charged to put another service on there. But if you wanted to do something like that, you definitely can. OK. And you want to move your meter location, right? Yeah, yeah, you could do something like that. What we can check, we're not saying we're not checking anything here, but we just can't come out and accuse somebody of stealing. If you see something that you've already noticed that someone's like tapped into your stuff there, well, for sure if I could. But I can't. I can't tell. I'm telling you this. Electrician that was working on the mobile home. Umm a couple of mobile homes down at came to my door and asked me to to find out which meter was mine. I shot all my electricity off so we figured out which one was mine. He showed me that the meter that should be for this trailer next to us is is not there. He said they, cause he's an electrician, said that he believes that they are drawing electricity off from me. And that PPL was going to come out and give them a separate poll. PPL is going to give the people that don't have a meter there a separate pool. That's what I was told. OK, one second. Did he give you any work order numbers or anything that he was referencing? I saw PPL come in and out a couple of different times so I just assumed it was being taken care of. You know, and then I want to person that was out there that was coming in and out. No, no. Usually every time I saw them I was on my way to work or I just saw their truck. OK, so the electrician that was working on the mobile home next years said that their meter should be there. Do you know what that address is for the meter that should be there next to you? Like what's that address? It's going to be March Lane 3rd. It's weird numbers, maybe 33. Do you know for sure what it is? I can reference that. Alright. Do you know what the mobile phone number is? The mask trailer. What is it you don't know? Yeah, we try not to associate. I'm just seeing if I can find anything more about 35. Alright. Do you happen to know any names of anybody that might be at 35? Umm, he went to jail. I only knew him by Mike. I'm not sure of his last name. And as you consider his wife, Cameron Kilmer, I don't. I don't know if it's in her name though or not. Could be called a different city besides Clifford Township, no? Was it ever in your name? Um, you know what it might have banned because I rented it out at one point for my daughter. Like, I just went in to see what was in your name because it's not saying Clifford Township there. Would it be Lennoxville? I saw a Lennoxville that used to be in your name 35, March 11th at that one. That's that's the one. They changed it from Lenoxville to Clifford Township, PA. Yep. Alright. So it would be that meter, yes. Alright. And it used to be in your name, but it happens to be right next door to yours at 6. But yours is 69 and that's called 35. Yes. OK, I'm just making sure I'm falling. What's going on? I mean, Yep. OK, so when the electrician came out, he's saying that there is no meter now at 35. Did he say why he thought 35 was getting the electric off of you? He did not. OK, alright, let me just look a little bit further here, but just told me because yeah, he just basically told me that. He reported it and that they were supposed to come out and give them their own meter because they were drawing off of. You know mine. And then no one was there. I hadn't seen the electrician again. And like I said, every time I saw PPL I saw a truck. I never saw anybody. So I was just like, alright, they'll fix it, you know, like, I work two jobs, I own a business. Like I'm insanely busy. So I just thought, you know, it'll it'll just all pan out. But now I'm like OK, after paying, you know, and the usage, there's nothing different. So. Like I don't understand why it's that much more. Alright. Well, we can totally, you know, understand your concern. You would definitely only want to pay for your own usage and we try to get like a better idea of, you know, what we expect you to use for what you do have there that uses electric. I'm just going to ask you a couple questions so I can understand where your usage should be coming from. In other words, if you have gas heat, I'm not going to expect that you're going to have like a big surge in the winter, for example, right. Do you have like gas oil or do I have fuel? It's fuel kerosene and. If you will. Yeah. So the furnace like as the primary. That's my primary. Yep. And then I just have one plug in here. But it's always been that way. Is your stove gas? Also, yes. And how many people live there 3? And do you have any dehumidifiers? No. Do you have a washer and dryer there? Yep. Umm, any like crawl space heaters in any areas? Nope. And I'm sorry, no washer and dryer there. Yep. And the driver's electric or gas electric. Same thing. It's been the same thing. The water heaters electric. Yep. Do you have a well pump? No, that's on the landlord. Do you know what temperature the water heaters at? They set it low, I know that. Very high. Alright, we usually recommend the same. It's been the same since they put it in maybe, I don't know, maybe 5 or. 7. Has been the same champ like. Nothing's changed. How many rumours do you have total? There. Umm, I have 3 bedrooms, 2 bathrooms. Kitchen. Living room. And one just one refrigerator? Yep. Any standalone freezers? Nope. And nothing like hot tub swimming pools or anything like that. Nope. No, and that's the thing this year. I didn't have a swimming pool last year, and years before I always had my swimming pool running in the summer with my AC, you know? OK. And the AC is at Central air just like units in the windows. You were using units in the window and you take them out now in the winter? Alright. So I'm just going to check into this a little bit more than thanks for answering the questions. Can you hold a moment please? Sure. Thank you. OK, thanks. Umm. *******. 78. I'm just looking into it some more. Sherry, thank you for waiting while I'm investigating. Umm, did the electrician like ever confirm that he said he he knows that the 35 is getting electric off you or he's just suspecting it? The way he said to me was he believed that they were getting electric off of me, that PPL was coming to give them a separate poll. That's what he told me, alright. We just wanted to make sure like we understand what part, yeah, determining, you know, what's going on. So Can you believe that because they're getting a separate poll for a meter that's that they don't have right now, right? Yeah, that's what I I don't know anything about it. All I know is that's what he said. He figured out which meter was mine, which meter was theirs, and said that they were drawing electricity off of mine that he believed and he he called PBL. They were. They came out or we're going to come out and give them a separate poll with their own meter. That's the last I knew. Alright, because I'm just checking with somebody bought me because I'm not sure who was out there, but I'm trying to find out more since it was. PPI. And I said, you know, it makes sense because my bill did go up and I was kind of like, oh, it must just be, you know, inflation or whatever. But I didn't. But now it's really like a lot more. So I was like, OK, I better call. Alright, so but he's like your the electrician that came out there is the one that surmised that they were getting it off of you because they didn't have any. The electrician that was working on the mobile home, not next to me, but the other one next to them. Yes, he's the one that said it. What address was he working on, do you know? That's a totally different one I. Let me. Alright, just so I could get an idea so I could explain my phone won't go that far. Guy that was working at 35, he was working at the house next at 35. Yep. He was trying to figure out what was going on with the electrical boxes because he was, you know, trying to get the the right meter box for for this new place that they were doing. And he said I'm an electrician, this is, you know, I need you to shut your power off so I can figure out which box is yours. And that's what I did. And then he said. That that's what he believed was going on and that PPL was going to come out and give them their own meter box. I was like, good. That way I don't have to worry about if they're trying to get, you know, electricity from mine. But hold on, I'll run and see if I can see a number on it. Hold on. Alright, thanks. OK. Of course, there's no number on that one. But the one, OK, so I'm 69. The one next to me is 35. The one next to that has no number. The one next to that has 45. And the one that's next to that has 85? But it'll be the one next to 35 between 35 and 45. OK. But then the one next to that's 85. So there's just Willy nilly. OK. And then he, he was mentioning to you that they're going to put a pull out at the one next to you at the 35 the meter, he's saying a pole with a meter at 35 so that they had their own. Thing. OK. Alright. And then he had you turning off your breaker to and that's how he was determining that he thinks 35 is getting their power from you. Yep. OK, do you happen to have the electrician's name? I didn't even get his name, no. I'm just asking the question just to look into it. The most information I could get, the more I can figure out, you know more what I know that the like the sea, like I own my mobile home, but I rent the land. So like I own my mobile home but I rent the the space. And then the people next to me, I think they own it, but they rent the space, the one that has no number on it next to them. A different guy owns that one. And rents the space. He has two trailers, I think. I think he has that one in 85. He's the same. His name is Frank. What is their last name? Do you? No, frank. Frankie. Father, what is it? Yes, Alvarez, Frank Alvarez. It's his name, so he wouldn't obviously know who he hired, what electrician he hired to do the electrical work in the mobile home. Alright, but that's the house next to 35 that doesn't have a house number on it. Yep. OK, Yep, he's the one that had the electrician. And then he's the one who told you that 35 is going to get their own pool and their own meter. He was aware of he was aware of that, yes, OK. But you haven't seen PPL back to install the pool or the meter in the meantime, listen, I'm not honestly, I'm not here that much. I work seven days a week. So like I'm just understand what your situation is. If it was already installed or what's going on? Yep, yeah, I'm sorry, I just don't. And I say to myself, so I'm just pretty much, you know, and I kind of go with it because like I said, I thought, well, it's, you know, it's gone up. I'm like, you know what? It just, it does seem weird. Yeah. Alright, well that gives me more to go on. I just want to clarify the details. So I am going to look into it again now if you could hold a moment. Yep. OK. Thanks. Burning. On the end or house? 2. Thanks a lot for holding. I'm sorry about the long wait there. So just what I understand like when you were outside like at your meter like you didn't notice like any anybody like running any cords like 2 your outside outlets or like how about like the meter itself are there any cord"
Customer Support & Documentation	"Good afternoon. Thank you for calling PPL. This is Laurie, how may I assist you? Hello. Thank you for calling PPL. This is Laurie. How may I assist you? Hello, thank you for calling PPL. Hello caller, can you? Hear me? Hello. Hello. Give me one second. Sure. Take your time please. One second. Please take your time, don't worry. I won't go anywhere, I promise. Hello, somebody speak Spanish? Bring an interpreter on. Hold on with me. Please thank you. Oh, my pleasure. Hold on, please. Please enter your pin code. To connect to a Spanish interpreter, press one for all. You have selected Spanish. If this is not correct, press * now. Ah. Good afternoon. My name is Jeffrey, the interpreter with ID number **and I'll be a Spanish interpreter. Please speak English short sentences so that I can interpret everything. Before we begin, I need to ask a few questions. How may I assist you? Hi, my name is Laurie and I'm from PPL and I do have a customer on the line who is requesting assistance with interpretation. Hold on, please. And I'm going to connect us both so you can introduce yourself. No problem. OK. Go right ahead, interpreter. Thank you. But they they always. Presidential of like Francis. Representative Lori departed. OK, just for Yammer on the home in port. It's farming process for this signing. Certificate. Interpreter, please allow me to get something clarified so I can be accurate with you. Ma'am, please. Sure. Take your time please. Thank you ma'am. Have to interpret the middle school inconvenience here. OK, I'm posting a list of this beta. Porky. Choice. Yeah, they they only. Their servicio. OK and OK. Hey, young man. Hey, buddy. Only fraction for Inspector and Inspector. Sign. Like walk around? No. Say it. You're my man. Umm. Store package through jamara. Pair well, no contest. Play the system. OK, so ma'am, actually I requested. The service installation. And well, that's when they, they told me that they will be sending an inspector to come over and check the address. Well, the inspector came over and then. Well, I was told that I am going to need to wait for a such certification that would be need to be done then to proceed and get the in the service installed. Well, the other time I called. They gave me a number which is the the inspector number, but I'm calling to this number and the inspector is not answering. So with that being said, I'd like to know if now everything has been done, everything is just OK, it's just ready to go. I just wanted to know if the in the system they have done, what was to be taking that, what was to be done? OK. May I just have the, Umm, the address please? Senior. OK now. Lorange. Currently you know by lowering it 3. As this will bear with PA DC. Just yucho, just you. Uh-huh. See. Service OK. So that's the address is 3 one. Lawrence St. Wildberry, Pennsylvania. Zip code is . And is it the 1st floor or the 2nd floor, Sir? Yes they will. Premier Peso Segundo Piso senior. Think so? Those. And the second floor as well actually for both. OK. And could I just have your name please, Sir? Senior. 4. Among the famous. Los Anthony school. But I'm only saving. Ramon. Esteban. OK. What I see here, Sir, is that the service was started at that address I both first floor and 2nd floor on the 22nd of December. Umm, hold on. Let me just check here. Umm, under your name. Hold on one second. I do see that the meters are on. Umm, hold on with me. Just bear with me, Sir, and I'm just going into yours. OK. We're not in your intenses. KL Servicio de Comment, Sir. Umm mentioned. Stop. System president. One moment to be interest information on momentum. Now, Mr. Steves, I wanted to ask you, do you have a Social Security number, Sir? Senior. Number of the social. No time process for me. No, my social is in process. OK, the only reason I was asking is because the meter is on at the residence on the 1st floor. On the 2nd floor the service though, they're just actually waiting for your ID verification, such as a passport photo, drivers license photo, something like that. Umm so that they could just verify because you don't have the Social Security number. We're not in your intensive system. Amadores del Primer Piso Tambien del Segundo piso. Residency. Lucky I understand this is the verification identification. Yakuza. Forest and processor. So locate estamos. Photo they show. For real postage. Is that something that? Umm, I can send you by maybe the online online portal or can I send you by mail also? Umm, you can send it in the US mail, Umm. Or you can fax it. Umm. And I have a fax number. You can just simply make a copy of it of your passport photo or your drivers license. Umm. Or you can Umm, you know, and just fax it over to us and then this way the service will stay on. Umm. But I just wanted to let you know, that's what you would need to do. Umm, you have actually, Umm, 10 days from today to send it to us. But no entrances. Your postal Stony density or you have no support the effects look at it necessary. As I said, is implemented to Marla Photo. Dessau photocopy. They super support the identification or licencia de conducir la photocopy pedestal OK. There are KMBR. See owner owner mentioned. Be a fax that you put. Effects positive effects. Like I'm like almost. Yes. Information. Because we identification. Kamalia Uno El Dia de la interpreters. Yeah, no case number. OK, let me get that. Repeat put in your. Jill, thank you. So is that mean that do I have electric service in the house? Is that correct? Electric services in the house, but you have 10 days with which to get us the, Umm, the ID to verify your identity and then what they'll do is Umm. Closer to the 10 days, they'll send you a reminder and give you Umm, maybe a three day extension, but Umm, you know, so this way it doesn't, it's not disconnected, so they'll need you, but they'll leave it on, you know, during those 10 days so that this way it'll give you time in order to get the the fax over to us and I can give you the fax number. CDL Servicio electrical Esther. , many musicians. Mama said that SDS. Common, Peter. Umm, love verification. SDSL. Or I wouldn't start in Servicio. Punjabis. Or step this with us when a notification that I call notification on the campus. And the stress is the most common extension. You can specialize identification. And. Electronic cause, usually participant. They listen to the facts. OK. Yes, ma'am, the fax number. **********. By now numerous. Cuatro Ocho cuatro. Says trace quattro, trace quattro. Ocho Cuatro Rapito Cuatro Ocho Cuatro says Tres cuatro tres cuatro ocho cuatro. OK. That's fine. Well, thank you so much. It's time. So is the service on since the since the 22nd right? Actually, the service here at 31 Lawrence St. first floor and 2nd floor has been on since. Umm. The 4th. So Umm, that's why I said you have 10 days from today in order to, uh, fax that over to us. So it's been on since the 4th. Since the 1st or 4th meme, I'm so. Sorry, yeah, the 4th, that's when it's it goes in, that's when it's supposed to transfer. It's scheduled for the 4th. So as soon as you send over the ID to us it that's the data, it'll become effective. But in terms of services? Is this common? Yeah, the effect will be a quattro. Entonces is located ego. DFDS, the Tiempo Paracuellos ambiano slavery. Especially in the Sweden. Welcome and no sandias entonces mantra, stand to do anticipate on the temples who service. Verification of the Sweden tification. OK, puesto. Come out to the effector Casadia quattro. OK, don't say it. Under manyana. Is that mean that the I would have my lights on? From tomorrow. That's correct. The lights are on and your heat is on and everything there. Sees who loses their aprendido calefaccion prendido. Manyan OK. The whole. That's fine. Well, thank you so much. You're very kindful. Well, my pleasure, Sir, and have I satisfied your concerns today regarding your new service? Senior Umm. Satisfyer. Respect. Loki. Yes, ma'am, sure. It was my pleasure and Umm, I thank you for calling PPL and interpreter. I thank you for your assistance. Muchas gracias, senora. The interpreter, Jeffrey is my pleasure. Thank you so much for using our service. Have a great day. Stay safe. Goodbye. You too. Bye, bye. Good." "Thank you for contacting PPL. My name is Jemima. How can I assist you today? Thank you for contacting PPL. My name is Jemima. Can you hear me? Tijuana. Hello uh, this group is in your room. The moment. Espanol, OK, OK. Petros, yeah. Please enter your pin code. That. Was not. A. Valid. Entry please enter your PIN code again. That. Was not. A valid entry. To connect. You have selected Spanish. If this is not correct, press. Star now. Hello, good afternoon. My name is Diego, ID number . I'm going to be the Spanish interpreter today. Please speak English for sentences so that I can interpret everything exactly as you say it. Before we begin, I need to ask a few questions. Can you confirm where are you calling from? I am calling from PPL. Alright, how can I assist you today? OK, I have a customer who's requesting a Spanish interpreter. Is it OK if I take her off hold and then you can introduce yourself? I have to introduce myself first, so yeah, just let me know whenever you're ready and we can begin. Assure you can proceed. Thank you so much. Thank you. Espanol durante. The Dega sacramental confidencial. Interpreter. Good. This is Amber speaking. We are all set. OK. Well, thank you for contacting PPL. How can I assist you today? Contacted. Hey, winner. Nobody has nobody. La Quinta. Will come away. Because. Hi good good afternoon. I'm calling my name is Nori Garmendia and I want I was calling to speak to know about the field that I received for $757.00 with $0.58. OK, so you are calling in to find out why the bill is $700.00. OK, this is Amanda. Quite so. Factories they, those they. Say. Yes. OK, I understand. Well, I'm sorry to hear about that. Hi, bill. I can't take a look at the account and see why the bill increased so drastically. Can you provide me with your account number? Yeah, you're pretty telling me. Social politics. In fact, today I can build and traffic community. Could you give me a paper for personal number? Theme. Uh. Press the quarantine. Quattro quince. Yes, it's 47 through four 15. OK. Thank you. And can you provide me with your first and last name and the service address as well as your phone number? Moving. Personnel. Number completo in numero telefonico. OK, not yet. Notice Garmendia Ramirez. Umm onset, tresse, Miller St. and some Berry. This is sieti ocho Serono. Umm, the minute telephone? Or you think of Setenta cuatro? You are going to quattro. Uh, yes, of course. My name is Norris garment. Yeah, Ramirez. The address is Umm, Miller Ave. and that's is probably around . The phone number is ********. OK. Thank you so much. So Umm, Norris, from what I see, uh, this is a closed off account. Did you close off this account? Movie muchas gracias in terms of looking. Winter they trust us rather. Uh, huh. Umm. OK, so because this is a cool stuff account, I do see that the balance is $757.58. However, you would need to speak to the billing department for you to understand why the amount is so high. They can give you further assistance in breaking down the bill. Moving in. This is the quantity. In some cases the. The number. What I meant to the. Malta. OK. Alright, but those 757 it's for the old address and not the new one. Correct. It's for an old address. I see that it's a final account, a closed off account. Correct, there's an election. They just wanna cuenta, casero esta cuenta, cerrada. OK and then. Mentally. They they succulenta. Alright, so can you please transfer me to that account, to that department, then for me to know about this account? Sure. I will transfer you over so that to the billing department and then you can get further breakdown of that bill. OK. Thank you so much for calling. Enjoy the rest of your day. Bye Nora. Come into the factory. Telephone. Portal. Delete the rest. OK, good. OK. Thank you. Something else that I can assist? You with let you know you will need to request. No, just let the customer know that she will need to request a new interpreter once you once she's been transferred, if that's OK with her. He died in the Winter Party. He reported the interpreter. OK. OK. OK. Thank you so much for calling. Enjoy the rest of your day. The rest of the year. Anyone. Thank you. You too. This is the rest speaking. Is there something else that I can assist you with? You enjoy the rest of your day. Thanks to you first, our services number *. I hope you have a great day and happy New Year. Goodbye. Hi, thank you for contacting PPL. You are speaking with Kamal. How may I be of assistance today? Hello. Like. Hi. Hi, are you? Yeah, speaking Spanish, please. One momento, por favor." "Good afternoon. Thank you for calling PPL. How can I help you? Yes, yes, I'm very Spanish. Hold on, ma'am. 8. Please enter your pin code. To connect to a Spanish interpreter, press 1. You have selected Spanish. If this is not correct, press now. Good afternoon. My name is Rafael interpreter, a number ** and I will be your Spanish interpreter. Please speak English your sentences so that I can interpret everything. And are you, Umm, are you calling from PPL? Yes, Sir. OK, how may I assist you? Let me bring the client on. Ohh. All. Right. Introduce yourself. Yes. Yes Sir is interpreted Espanol confidential fragmentos. Interpretacion local. OK, they can me. OK, what is going on? How can I help you, ma'am? Cortana you. OK, my very fickle acquaintance. From there. And every step I will then go get soon. From my. I would like to check or or. I would like to check on my amount due so that I can know what's the payment I need to make or to make a payment arrangement. So, ma'am, you're calling in to know how much you need to pay on your bill. If you could tell me who I am speaking with and your service address, please. Umm, OK, but I'll let you daddy verificar. Pick it up. What proportion are so nombre ES? Yeah. OK, nelida donis. Either. Easy restaurant. C0 Quadro. Bethlehem, PA refused. My name is Nelida donez. Where they ask for a ask for dinosaur at the beginning. And the address is so St. Lestrade, Pennsylvania, **. Sir, can you hold on one moment? 1st but home. Alright, thank you so much. All right. Thank you, interpreter, for holding. You said you had the address for me. OK. So yeah. Maybe the hokey Tanya and. Goodbye. Hello. Yes, let me get another interpreter, ma'am. He hung up. Hold on a moment. Please enter your pin code. To connect to a Spanish interpreter, press one for all other language. You have selected."
Account Services	"Hi thank you for calling PPL. My name is Julia. How can I help you today? Hi my name is Taryn Umm. I'm just calling to see if I can make a change of Umm last name. Umm. In my account due to. Go ahead. Umm. OK, due to that I'm trying to get Umm solar panels on my my home, but Umm, my ID says Ortiz and the account with PPL says Nievas. So they're giving me a hard time with the paperwork that I have to fill out. OK, so you're calling to change your last name on the account. Umm. Can I please have your first name? I didn't quite catch that. My first name is Clarian. It's CLARIANN. OK, thank you. And what's your service address and the telephone number on the account clearance? My service address is **S front St. Allentown, PA , and the phone number on the account is 347-893-OK, So what I'm going to do in order for you to update your last name on the account, I am going to transfer you to the billing department. OK, no problem. OK, please hold. Thank you. You're welcome. Hello. Hello. Yes, how may I assist you? And now I hear you better. I it was it sounded muffled. Hi. Good morning. Good morning. Hi. Is this? The billing department. Yes. OK, I'm just calling. I was just transferred over to you. I was actually with another representative. I'm just calling because I would need to change my last name. Umm due to that I'm working with a company for solar panels and my maiden name is on the account for PPL and my ID has my my spouses last name. So they are giving me a bit of a trouble Umm with the difference of last name. OK. Call ray. I may verify your name on the account and the service address, please. Yes, my name on the account is claria nievas. Umm. Service address is S front St. Allentown, PA ZIP code . Thank you and me. Verify the phone number that's associated with your account, please. ********. OK. Just bear with me one second please, and we'll go ahead and change the last name on the account. No problem. OK. OK, so your last name is and you want to change it. To. Ortiz RTIV. OR. TIZ OK, just bear with me one second. No problem. Ohh RTIZ and is there a middle initial or middle name? No. OK. I may verify the last four digits of your Social Security number, please. Great. Thank you. You're welcome. All right. Just bear with me one second. OK, so your name has changed to. And have they satisfied your concern regarding your call this morning? Yes you have. Alright, great. And I do want to let you know PPL like took you tillies. Our job is to deliver power safely and reliably to your home or business. But we don't know the power plants where that electricity is generated. In Pennsylvania you can choose the supplier that provides your electricity without impacting the quality of service we provide. We have a program called the standard offer program. Through the program you may be able to save some money by enrolling within electric generation supply. Would you like to hear more? No, that's fine. OK, no problem. And I do want to thank you for being a valued FPL customer and you have a wonderful day. To take care and happy New Year. You too, thanks." "Not gonna be taking care of it today, please. Hello. Thanks. Hello. Hello. Yeah, I can hardly hear you. You're breaking up. Can you hear me? Yeah, can you hear me? Yeah, you're, you're, as I said, you were breaking up there for a minute. You can you hear me now? Yeah, I can hear you good. OK, I got a problem with your automated system. I need you to put. I don't know where to start. Uh, let's see. I tried to start power. Uh, OK, my name. Where do we start here? I have a problem with my account online. Can you help me there? Uh, should be able to. What's your name? OK, my name is Nathan Fitler. And uh, what's the service address? Service address I'm running and I went there every year for 6-7 years and uh all right well, I'm running is 466 Gardner way, Tannersville, PA. Alright, thank you. And I called in. The other day to start service and I went through the whole procedure and by the time I got to the end I gave my name, address, home phone number where you billed me at New Jersey, everything else they wanted my. My place of birth and I put in my place of birth and they locked me out of the account. He said this is not you. So I had to go in and redo it, give you a different e-mail address and set up the account because I needed the power turned over to put it in my name. So you've got me another account. You've got me locked out of my original account. So and then you you gave me the wrong date and I needed it for today. So I don't know if you can change if you can fix it. How do we fix this? OK. OK. Yeah. So I mean I could put in a same day service request for today. Please, please do because you have me in for tomorrow. I need it turned on for today. OK. Because then the the tenant, the owner gets upset of ohh, you know you're supposed to have it for the day you move in. Yeah. Alright. So I think you had me for a work order for I can give you the work order but see you put me in it. I had to sign in again. There's another person with a different with a different e-mail address and I want, I want to keep my account in the same pot. You're going to have to change that back so you can put it you know cancel my other name and put me back. I don't know how do we straighten out the Security question? Because I asked them and they they had me all set up and then they asked me this thirty question where were you born? Well I know where I was. Warn and they said this is not you, so there's something wrong with your with your website. So. Umm, I mean, just in terms of like the security side of it? Yeah. Can we fix that? There's no way for me to change anything on that front. Umm. OK. So can you, can you switch this over to uh, they've never asked me my Security question before. I mean I've been renting for this place for five years and I've never been asked before. But then when I was you know when I put in for you know change the service, the starter Stop service, they asked me for it. I've never had this problem before. So maybe we'll just put put this a please put this account back into my AOL where I say do you have my AOL address? Do you have all that? Or a short AOL e-mail on the account. Right. Is that and you have and you show all the previous years. Because I I pull up my page and I I can see all the other, all my other. I never canceled out my other accounts. I just kept them all the years I've been there. Do you have that? Do you have my previous services or no, you don't have that? Yeah, that's the, that's the account that it's connected to. Right. But I'm also have another account under Comcast, my Comcast address, because I couldn't activate it through that because they wouldn't let me. I had to sign on giving you another Comcast, and they let me do it without even asking me a Security question, which is ridiculous. So yeah, there's I don't know what, what's going wrong. That's why I couldn't get it turned on any sooner, because they wouldn't let me into my account. They follow you. Follow my dilemma here. Yeah. Alright, as long as you can get me turned on for. Today, that would be great because then I can. But then I hope I can sign on to have me. When I turn off. I leave in March. I want to be able to turn it off in March, but I don't know. We'll have to worry about that come March. Yeah. But you can get me and you can get me a work order in for today. Yeah, just submitted that. So that should be on today in your. Name OK now now there was one. There's a work order for tomorrow to start, service said you want to be able can you find that one? That cancel that one. Uh, I only see the the one for uh. I can give you the number because I had to do it under a different name. You have a different account number. Yeah, well, yeah, I had to start a new I started another account, and I don't want another account. Uh, give you the work order. If you want to cancel that because, see, I had to sign on with me. Me, same name, same address. So I put in where you send the bill to send the bill to my New Jersey address. You have that 970 Newtown Rd. right? Yeah. OK. But I signed up another city, so we've got, we're going to have two separate accounts, my same name at the same place. So let's, let's cancel the work order for tomorrow, OK? Well, that's the one that I moved up to today. OK. Yeah. ********** is that the same one? What's that number again? The work order for tomorrow is *****. That was for tomorrow because I had to sign in under a different name, different idea, same name, but a different e-mail address. That was under my Comcast because they wouldn't let me in under my AOL address, if you. That's what I'm saying. By the time I figured that out, it was too late to get me to do on the third. I would have let it go for the third, but of course just today. What's the Comcast e-mail? N. Fitler N as in Nancy or N as in Nathan My Name Fitler FITLAR at comcast.net. There should be a work order in there because I got it. I got acknowledgement in my Comcast mail that that was on for till 4th and I said no, no, no, I can't be. I need it today. And I tried to do it. I did it last week, I tried it for today, but as I said they wouldn't. They closed me out of my account. Your Security question is not the one we have. I know where I was born, for God's sake. Is my security, you know, so the wonders of electronics, you know somebody somewhere screwed up. And it's. And I don't ever remember that. Ever. They've never asked me for a Security question before. When I vote, when I get into my account, I have my account. I've had this account for five years, six years, never been asked. Yeah. Yeah, I mean, I only see the uh. The one pending account and that's the one that we updated with that has your AOL. OK, great. Well then maybe it didn't go through, but they said they sent me an e-mail with that number. I didn't make up that work order. I got an e-mail saying it you're set for the 4th and that's the work order and maybe because I didn't confirm it, I don't know. I I I didn't want to, I thought I did, but. You got me in for the, you got me in for today, which is great, right? Yeah, Yep. And it will. It will show. It will, my man. I'll wait a minute. Don't you? You have to set me up for a new account address on my billing, right? That's not set up. That will be because I'm looking at my billing page for all my previous years and I don't see anything new on it. Well, you probably just did it so but it will come up I guess, right? Yeah, yeah. You should have renew it. I'll have it. Do you have a new account number for me? Umm, yeah, I'll give it to you. Yeah, because I'm gonna write it down, make sure it pops up on my page, because if I don't see it on my page, I will have to call back. Because I'm looking at my last years, which was ******. That was last years at the same address. I'm sure it'll be updated. Yeah, now it's the 9. 39 right. Uh . . Alright, ******, if I don't see that pop up in a in a week or so or even less, I will have to call you back. Alright, so we're good, you got my billing address and all that stuff. Yeah, New Jersey and we're good for today. Yeah, Yep. Do I need a work order or am I OK with that? No. Yeah, I have even. Uh, you got me, you got me in for that. Did you guys have to come out to do that or do you do electronically? I just curious can you? Yeah. Ohh. I gonna say good because I didn't know if they had a smart meter. I know we're trying to get the smart meters in. We can just do it by Wi-Fi. Cool. Yeah. Alright. Thank you Sir. I appreciate that. The the the the owner will appreciate that too. OK. Thanks a lot. You're welcome. Bye. Now bye." "Thank you for calling. My name is Kia. How can I help you? Hi Kia, this is Michelle Shawler calling. I am currently lived at N Church St. in Whitehall, PA Umm. Do you need an account number? I have open account here and thank you for verifying the address. And what is it that I can help you with today, Michelle? OK. I currently moved from that address and that stuff on the 28th of December. Now I currently still have the electric on there at that place because the people that moved my stuff out of there into. The hotel where we're currently living right now, Umm you have to still move some more of my stuff out of there of furniture wise and stuff like that and they have to clean up the house and stuff like that. Now they I told them I would be nice enough for the electrical until they are completely done and have everything out of there, which they said they would let me know when it is now. To get it transferred out of my name. Into the new person that is going to be taking over the property. How do I go about that to get that transferred? Then the new owners have to call and then request services in their name. OK. And then Umm like for whatever Umm electric is being used by them since I moved out on the 28th and that stuff will that will still go on my bill, right? You're responsible for the charges until you close out the services in your. Name, OK and Umm, do I have to, I can give you guys the new address, Umm. But do I need to do that since for right now we're not going to be, we're living in a hotel. We're not into like another house or apartment or anything like that to get the services transferred over. So do I just give you the new address now for the hotel or? Umm, because they're sending out the updated amount of what the bill will be when I close out the account? Now I can update your mailing address here for you and then when you call back to close out your account then you can, you know, put it in for whatever date that you would never close it out too, but I can update the mailing address. Please if you could do that, that'd be greatly appreciated. And also now by you changing the address Umm and that stuff and when I called back to have it closed out in my name and put into the other person's name, will I still be on the on track? Program because I'm on that or do I have to renew that or how do I have to go about that? OK. So being that you don't have another address that you're transferring the services to, uh, there will no longer be any on track because on track is for active customers. But if you find your location or move to another address within 30 days of closing out this address, you're on track will automatically transfer over. But if it's more than 30 days and you call back to get new services, then you're going to have to reapply for on track at the new address. OK, alright. I just wanted to make sure. Because I said they were, they're gonna let me know. They said when they get done in the house so I can have it transferred over. Because I told him I'd be nice enough, you know, and let it on so that they have electricity to move the rest of my stuff out and do whatever they have to do, you know, uh, like fixing up the place, if anything needs to be fixed up or repainted or whatever, that I'd be nice enough to let it on for them so they could see what they're doing. You know and stuff like that, but I just wanted to make sure so whenever you are ready I will give you the updated address for right now. Of course I'm ready. OK, it is Candlewood suites in Bethlehem. And the address is Spilman SPILLMA. N. Drive. Room And that is Bethlehem, PA . You said the ZIP code was . No . 5 correct. OK. Let me repeat the address back just to make sure I got it correctly. You said this was Candlewood Suites in Bethlehem? The address was Spillman Dr. Room Bethlehem, PA is that correct? That is correct. OK. So I did update that mailing address here for you. So that's where your final bill and everything will go to once we generate out that. And then you're going to call us back when you're ready to disconnect services for the N Church. Street that is correct. And I just have one other quick question. Now the bill that I have in front of me is due date of and the amount of 113 dollars. Is that correct as of right now until the updated one comes out with everything once I close out the account? Correct. Yes, ma'am. That is the balance right now for the on track of the 113 that was due December 20th. And then once you close out this account then you will receive a final bill when we generate out that final bill. OK. And that **will that be added in the final bill and that stuff, will that be a problem to like pay the whole thing then at one time instead of paying the 113 right now because like right now it's kind of financial wise, it's kind of hard Umm and that. So would that be a problem if that could just be added on the final bill? And that's fine. If you want to wait till the final bill to pay everything, then that's fine. I can notice that this morning. If you could that be greatly appreciated because it would kind of help out, you know, because like I said with financial wise and that stuff, it would help out a lot if they, if they could do that, if they could put a note in there that this 113 that I will pay when the final bill comes out to me, I will pay everything then all at one time. Definitely. I can definitely go ahead and notate that here for you. That's no problem. Umm, did you have any other questions or concerns that I can assist you? With no. And what was your name again? My name is. Kia, Kia, alright, I do thank you very much Kia for taking the time out to answer all these questions for me and help me with this. I really appreciate it. And once the final bill comes out I will get that all taken care of. And once I hear from these people that they are completely done in the House, I will call back and get service cancelled and that out of my name and put into have. The other person call and have it put into their name and that once they're all done in the house. Yes, ma'am and I have noted. Alright. Well Michelle and I just want to make sure I have I satisfied your concerns and questions for you today. Ohh, most definitely you have. You are. You did a fantastic job and I appreciate it and I know there's going to be a survey coming on the end in that in a few minutes. They said in that, which I said I will answer and trust me, you deserve all the most respect and that stuff. And you did. Beyond Tastic job at answering all my questions and everything, which I appreciate that very much. You're welcome. It was my pleasure and I do want to thank you for being a valued PPL customer. You have a wonderful day and also have a happy New Year as well. OK. Same to you as well. Thank you."
Technical Issues & Infrastructure	"Thank you for calling PPL. My name is Jaleesa and how may I assist you? Louisa, my name is Tim Rocky. Uh my address is 314 3rd St. In the Cumberland, Pennsylvania. OK. I'm calling about a street light that is malfunctioning and is not functioning. Right now. I'm sitting in my front porch looking at it and I have called this in for three Times Now. And it's obviously still not set. And this thing blinks. All my. Apologies, that's on my bedroom window. OK. Alright, just a moment here. I'm just pulling up your account. OK, alright. Alright. Yeah, I do see you called in on the 16th and again on the 23rd if you apologize. And I was told it would take, uh, I don't know, 3 to 7, two to 7 business days. Well I think that much time has passed. Has anyone looked at the light? Are there any records that anyone checked it? Umm, so I'm seeing it's still open, the one on the 16th is showing still opened. Umm. So that first report that you called in and there's no yellow? Two weeks ago. There's no yellow tape on it. There is, and there's no markings on it. There's no number on it. OK. So there's like no poll number. Ohh yeah I do see that. No number on poll. Stop sign on the pole. It's right on the alley. I live where I live, right on an alley. And one thing I will notice is every time it rains or after it rains it starts to blink. OK. Alright, let me see here. Hurry. I mean, you can't. It's so many. Picking up the report, OK. OK, alright, so I am putting in there in the report that you first reported on the 16th and again on the 23rd of December. Umm, it's now January 3rd, still strobing on and off. There's no yellow tape on the pole. Umm. And that you know at the lighthouse is that you're upset that the light has not been fixed. You would like a call back in the time frame of the resolution of a resolution, what is the best contact number? It's ***********. OK. Alright, just a moment here and it is the pole that's directly in front of your home, correct? That's correct, yes. No numbers on poll. The door on the folder is no number on the phone. OK. And you said there's a stop sign on the pole. Correct. Stop sign faces uh South. OK. And I'm going to put that in as well. That way it gives them a little, you know, they can come into the area and see, OK, this is the light. There was a stop sign on the same pole and that it's directly in front of your home. Alright. Umm, it is. I do apologize. It does say that it can take up to three business days to investigate this type of call. Umm, I have reported this problem at 314 3rd St. New Cumberland, PA . It can take up to three business days to investigate this type of call in the future. Contact outage to point outage or status to receive an update on an outage to text PPL at . Umm. So I did report it for you. Umm. What you could also do if you want, like if you want to escalate it, Umm. You can always give a call back in tomorrow and ask to speak with our service department to see if they're able to escalate it. Umm, they close at 5:00 PM or I would transfer you now, but they did close in about 25 minutes ago. I just happened to walk outside and see that it's blinking again and I'm thinking I've already called this in twice and obviously nothing's been done so. Yeah. OK, ma'am. For that, thank you. I did put that in the report. Umm." "Thank you for thank you for calling people utilities. This is Jennifer speaking. How may I assist you? Hi Jennifer. Umm. I'm just calling because I've been getting a phone call from a. He says he's a contractor. Umm, but PPL wants to have tree work done around some electrical lines on our property. And we didn't know. Like, I don't know, I just wanted to make sure it was legit before I just go ahead and call them. You know if you guys had any information on that or not. OK, let's take a look at your account to see if there's any notes there regarding something like a work order. What's your first and last name? Alexandria Figueroa. And then what's the service address for your account? Lion Valley Rd. New Tripoli, PA . And then just one more thing, what's the primary phone number for your account? Umm, ********. Alright. So I'm going to check for work orders. And when did you receive the call? Umm, he called me first on last Thursday. I'm not sure when the date was. The 29th. And then he actually just, he called me again this morning. I haven't gotten back to him yet. I just wanted to kind of clarify with you guys first. So I'm looking at the account and I don't see a work order issued and I don't see any notes. OK, outbound calls. OK, what else did he say? Umm, we just want to make sure that. You know this is legit like you said. Yeah, I can't remember. I wish I could remember what his name was. Umm. But he told us that there was, uh in between. So across the street from our house here, there's two buildings, a garage and a pig table, and there's electrical pole there with a transformer, and there's a bunch of vines and you know. Foliage and stuff all around it. So he said he wanted to clear that out and then. Umm, there was something else he he just said some tree work around the property. So. But that was one of the main concerns that he said over the voicemail. Because he's gonna be clearing out trees. Umm, yeah, I don't have that information here. OK. What I can do is escalate this over. Two specialist if you don't mind holding to speak to someone to confirm, tree trimming is something that we do. Usually you will see a notification regarding that, but I'm not sure if that's an outside contractor working on the trees or what. But let me get you over to a specialist, OK? So hold for me one moment. OK, thank you. One more question, just answering yes or no? You're very welcome. Do you understand? I'm going to escalate this now to further review the request or the notification you received. Yes. Thank you. I do thank you for being a valued PPO customer and you have a wonderful rest of your day. Hold for me one moment. I appreciate it. Thank you. You're welcome. You're very welcome. Hello, this is Nina. How can I help you today? Hi Umm, I'm calling because Umm. I had a I guess a contractor called me a couple of days ago. He wanted to do some tree work on the property I live on. And uh, I just wanted to call you guys. He said he was working with P&L. So I wanted to call you guys to make sure that it was legit and you know, go from there type thing. OK. I can take a look on the account, see if we have any notes and then go over maybe a name if they gave you one or not. Yeah, OK. Alright. So I just need some information from you. Umm, can I, can you verify your name and address for me please? Alexandria Figueroa. And Lion Valley Rd. New Tripoli, PA . Thank you very much and a contact phone number for you. ********, thank you. And was it Ashland, the company name or no, he actually didn't give me company name. I I'm sorry I cannot remember his first name, but I think it was like. Longernecker or something like that is his last name. OK, when was the? OK, when was he on the property? I don't know if he was actually here. I mean, I'm assuming you saw it because he was basically describing to me what. What was needing to be done? So, Umm, I never actually spoke to him, but he left a voicemail. Umm. He was talking about the property across the street. Umm, there's some sort of Umm vines going up, electrical lines on a pole across there. OK Umm, he called me last Thursday and then he called me again this morning. So. OK. I don't know. And then he said something this morning about, you know, discussing the tree work that needs to be done on the property, so the tree removal or whatever. OK, well, what I can do is send an e-mail to her four forestry department in that area. Umm. So maybe one of them from PPL can give you a call back. But this does sound legitimate. Umm, it does sound like something our contractor would do. I apologize. We didn't leave like a company name, but Umm they do. We do subcontract that work out. So it wouldn't be Umm, you know, PPL guy calling you up to tell you he's going to be out there would be a contractor. But what I would like to do is still forward an e-mail to the Forestry Department. OK, with all of your information, ask one of them to reach out to you just to confirm it. OK? And on our end what I'll do is I'll put a a a note on your account. Umm, so this way if you do have to call back, which I'm hoping you wouldn't, but if you do have to call back, there will be a note on there of who I sent the e-mail to and what I asked them to do. OK, also he did say because across the street is a different address than the property the house is on where I have my account, the electrical account. If he did say that address instead, I don't know if that matters. He said this address and which is the address across the street. OK, I'll let them know that he left both addresses and the message and we need to confirm. If in fact he is needs to go on to your property. Yeah, we can. Yeah. Yeah. So I just wanted to make sure and all that. So yeah, no, not a problem. I don't blame you. Umm, yeah. The phone number, the I'll let them know. But is there also an e-mail maybe I could pass along in case they can e-mail you too? Yeah, give them my husband's e-mail, because I don't use my e-mail at all. No problem. Whenever you're ready, I'll give it to you already. Alright, so it's EA. We have to see it visually, OK? So, Eagles. FAN. At gmail.com. OK, alright. So I'm going to include all that info in the e-mail and that's one of the representatives from PPL to get back to you. Umm, I know this doesn't pertain to your call, but I do have to review it. I appreciate your patience with this. Thank you. At PPL electric utilities, our job is to deliver power safely and reliably to your home or business. But we don't own the power plants where that electricity is generated. In Pennsylvania, you could choose the supplier that provides your electricity without impacting the quality of service. We provide, we have a program called the standard offer program. Through the program, you may be able to save some money by enrolling with an electric generation supplier. Would you like to hear more? Well, no, thank you. OK. Alright, I appreciate your patience. I am going to send the e-mail now and ask them to, uh get back to you in regards to this. OK. Thank you so much. Oh, thank you. You have a nice day. Yeah, you too. Thanks. Bye, bye." "Thank you for calling PPL. This is Jeff speaking. How can I assist you today? Is it? It's Jeff. Is this Jeff? AF. Yeah, OK Umm, this is about the 4th or 5th time. Umm. I've called Umm. We have a problem with Umm a lamppost that was burnt. And was supposed to be scheduled for replacement. This was in June, June 1st. A person by the name of Lance from either the service department or the reliability department was supposed to get back to me since November the 15th. I have not heard from him. I have been told that this replacement is scheduled, but he is supposed to call me with the date. I would like to talk to his supervisor. I also have another problem. Another lamppost on our street. The bulb is out. It's been out for 5-6 days now. Our street is black. Somebody's gonna fall and get hurt. I need to talk to somebody to resolve both of these problems. Thank you, Jeff. Uh, what is your first and last name and service address? Rosalie Cullen, CULLA GH126 Clear spring court. West Pittston. One moment where I was away. No, as far as the street light that's currently out, I can report that one here for you. Uh, bear with. Me a moment. You have the poll number. No, I don't. Where would it be on the pole? So it's usually you might have to look up a little but there's there's five numbers and then there's another Umm, 5 numbers with an N or an essence in in on the strip as well. So 5 numbers and then Rs or in in another 5 numbers. OK, if you can hang on I will run right across this. I will run across the street and get you those numbers. Now what about the, Umm, other problem? Well, the other one, the other one I'm gonna transfer you over to service for. Alright, well don't transfer me yet because I want to get the number for this poll for you, OK? Pardon me? Certainly. I said certainly go ahead and get. That number, no. Alright, it's raining, so I'm gonna run across the street and. I am not real tall. Will I be able to see this number? You should. OK. Where am I calling to what state? Pennsylvania. Oh, oh, great. OK. Is it on the front of the pole? But it is it a yellow tag? Right. Uh, they should be silver plates and I don't know, I can't verify if they're yellow or not. Umm, I mean, OK. Tories are. Alright, Umm, it's there are two PPL. . And then below it is N as in Nancy. . N . Yes. OK. What's a good number, Rosalie? My number **********. Thank you. One moment. There's no yellow tape around that pole, is there? No, no. But the Umm where the numbers are, it's a yellow, uh, tag. OK, that's fine. OK. So I am reporting the problem at that poll number. Umm at. One how long is? The clear Spring court in West Pittston here. Well, it can take up to three business days to investigate a street light being out. OK. Go ahead. Alright, but it is not in front of my house. It's across the street. Pardon me? I understand. Umm. OK, I understand that Umm. But we still need like it's. Content. Uh, But the poll numbers? What distinguishes the exact? Location. You have a complete outage. You can always text outage to report an outage or status to receive an update on the outage. TXT PPL bear with me a moment. And you said the other one was since like May. It's June 1st. June. You don't happen to have that phone number, do you? There was no Umm. It was burnt so badly that that is totally gone. The poll is. It's charred. So is the sidewalk. OK. The thing had. Fire on the pollen. The entire pole was engulfed in flames. And is this one right near your house done as well? It's directly across the street. OK. Alright, Rosalie, I'm going to get you over to service then I do thank you for being about PPL customer. You always can review and pay bills online at pplelectric.com. One moment as I get you over there. Hi this is Karen. Uh. How may I help you? It's Karen. Karen with OK. OK, OK, thank you. Umm, I am calling about an ongoing problem, uh, that we have here with the light pole that has been burnt to a crisp. And Umm, we I personally have been told, Umm, that a Lance scheduler was supposed to call me and let me know when this light pole is going to be fixed. Supposedly it's scheduled to be done. Now it's the entire lamppost. It's it's charred. OK. Should be some kind of record of that? I can definitely look at that and uh, see if there is anything noted. What is your first and last name? It's Rosalie color CU LL HGH. And what address are you calling about? Well, it's the pole is across the street from me. What is your service address? Mine is Clear Spring Court, West Pittston. Thank you. Let me just take a look here. Umm, I show that you talked to griselle on uh December 5th and she emailed the design supervisor, uh and the scheduler Lance book. Uh issued another uh e-mail to design alliance uh to call. Have they called you? No, that's the problem and I I tried to get them on the 19th of December but I wasn't going to hold on for 40 minutes. Uh, well, we usually do the Umm. The uh callbacks from that area. Uh. What I can do is send an e-mail to reliability and include the design, uh supervisor and uh, the scheduler and have somebody reach out to you. I'm sorry that they didn't reach out to you as we requested them to do uh back on December 5th. Umm. Wait, this goes way back to November the 15th when the first call was made and Lance was to get back to us. This was another person. This is a development. This was another person who called. She called him on November the 15th and it was Lance, and Lance was supposed to get back to her. Nobody got back to her on 1. I called again, then I called on 1 and then where I didn't get anybody because I hung up. Uh, well, I went back to the contact on the account on December 5th. I also show that you talked to Luke on uh the 1st and uh I'll e-mail was sent to reliability. Umm. So I will send another e-mail to that department including the uh design scheduler, supervisor, and the design or the. The uh, scheduler. Hold on just one moment. Let me get there. Just entering the information if you'll just bear with me. Sure. And what's a good contact number for you, Rosalie? ********. Lincoln. Did Lance book contact you or your neighbor? Lance never contacted anybody. You said somebody, uh contacted. On yes, that was the neighbor down the street. No, she never contacted. He never contacted her. So that's why I started to follow up. Now supposedly this is scheduled. I I wouldn't have their schedule in front of me, ma'am. Umm. I I don't. I don't know. I'm aware of that. I just want. I wanted you to know that. I've been told three UH-12 by who? Look. And Giselle, they both told me it was scheduled and Lance would call me. OK, uh. OK, I'm issuing an e-mail to reliability and work management. I'm also going to include uh, the foreman as well uh and ask that someone contact you, uh, concerning, Umm, the replacement of the burnt out pole at the across the street from your whole location. OK. OK, who is the design scheduler? I would like a couple of names here. Umm, let me get that information for you. Hold on. Says Lance. Book uh and the Umm. Information on the account. But let me. Hold on just one moment. I'm pulling up that information now. OK. You're very helpful, Karen. Thank you so much. Uh, you are welcome. Umm, the uh scheduler's name is Lance book. That's who I've had. Right, and uh, I can, I can give you his phone number and e-mail and I can give you his supervisors information if you'd like. I would thank you. His name is Lance Book B. OK. His phone number is **********. OK. And his supervisor's name is Kathleen Sharpe. SHARP. And her number is ********. That's his supervisor. Umm. OK. And you said work management, uh, now who were they under reliability or work management that they're the schedulers? Ohh Lance is the scheduler to get the work completed, but he has to wait for engineering to design the work so I don't know where that stands. That's why I included reliability along with the scheduler and the foreman. That handles the crews out in the area to complete the work. OK, who is the foreman? I don't know who the foreman is out in that area. I don't have that information. I have the design, uh, person for that area. Coordinator if you'd like. Uh, that information. Sure. They're just, they're they're the foreman is. I'm sorry. Who is? You said you're gonna give me the name of the coordinator. I said the the design, the the design. The person that's going to design the job to change out the pole, they have to engineer that, right, right. OK, yes, that's the design tack. Alright, their name and phone number. Right. I have to get that. OK. Umm, the. Designtech first name is LIHE Lehigh. And the last name is I. LIHE is the first name. OK, last name is XIU. XIU OK and his number is no, that's a girl. Umm, OK yeah. Umm. The phone number is **********. Now, is there a reference number for this? Umm, lamppost and all these calls that were making? I don't have a work order affiliated with that information. There's there's none that is documented on the account. I don't know where they're getting the information as far as. Umm issued another e-mail to design and Lance to call her. That was Giselle's information on the 5th. And then Umm. She is requesting a status update on the replacement of the light that was when you talked to Luke on the 1st of December. OK. So I don't have a work order affiliated with that when it's done as calls. Shouldn't there? Probably is. I'm sure there is, but when the field uh issues at due to a trouble call then it's handled a little bit differently than listed on the account as a work order. It's like an internal work order to get the the the light fixed versus somebody calling in and saying hey I'm going to change out my **** base or I'm changing out my panel from 100 to 200 then that's automatically noted on the account. But when the field issues it, it's it's done differently than if I issue a work order. Complete work at your house. OK. This is to fix PPL's, uh, facilities. OK. So it's in handled a little bit differently. OK, this 484 number, so these people are not in Pennsylvania? No, they're in. Oh, yeah. Yes, they were OK, yeah, yeah, 484 is a Allentown number. Oh, I see. OK. Uh, OK, so you put emails out to all these people today and they are supposed to get back to me? Yes, I am asking them to contact you. OK. Bye phone. Yes, Umm, OK. You don't understand. I mean, I I appreciate what you are doing and what the other two people done, but this is very Umm. Disconcerning, this light post lights up the whole street. So if you are out there at night and night starts at 50 clock, it's pitch black. There. I mean, we could be robbed, somebody could fall, and nobody would ever see them. It is. And now with the second light out. Yeah, it's like being in a forest. It's thoughtful. Yeah, I I can understand your concern, uh, with having it, Umm, you know, out like that. And uh, you know, I do understand that you, you know, want that fixed as soon as possible. Uh, they are on a 6 to 8 week lead time to complete work to get it engineered and uh, completed. Umm. Uh, at the location. Umm. But I can't speak for those departments because I don't work work there. Oh sure I can. I can ask them to contact you. Umm. And you know, to let you know when this is scheduled. That's all you're asking, is when this is going to be replaced. But it does have to be engineered so that I understand. Yeah. So that that's part of the part of the issue as well, that it doesn't need to be engineered engineered. But apparently it is engineered and according to Lance or the messages he's giving to the two other people that I spoke with. Umm. He it's scheduled and he's supposed to call, but nobody called to let us know when it's scheduled. We had one date. And nobody ever showed up. Well, the IT is weather permitting and uh, we have had uh many storms uh last month and this month, Umm, so that that could put a delay in that as well. Yeah, but at least call me and let me know. You know that that happened and it's rescheduled for a certain time. That nobody. There's no contact here. Yeah, I understand. OK. Thank you very much. I really, really appreciate your help, Karen and these numbers. Oh, you're welcome. You have a nice new year. You too. Take care. Bye, bye."
Programs & Plans	"Thank you for contacting PPL. My name is Nicholas. How can I help you? Right Nicholas, I'm trying to apply for the on track program on your on your web page and I keep getting an error so I used it on the Mac then I tried my Windows computer. Anyway, I can't apply for on track. Alright, So what I will do for you is we'll explore energy assistance programs and we can see how we could apply for on track over the phone today. OK, before we continue though, let's verify your account information of course. Could I please have your name and address? Yes, my name is Robert Hamilton. My address is **Chad on Chatham Drive and that's in Camp Hill, PA. Thank you, Robert. And lastly, verify the telephone number on your account. Yes, ******. Yes, that is correct indeed. Thank you. Alright, one moment. 4. Right. So low income programs at this time on your account is not available. This is fine though. What I'm going to do is connect you directly with our billing department where they will actually be able to assist you further with this concern particularly. Alright, what are you doing here? And you may do this as well, but I could provide you with the telephone number for your local on track agency. Would you like that? I have it. Can you apply through the yeah, let me connect, can you? OK. Well, I'm listening. Go right ahead. OK. Thank you. No, you were saying something, Robert. You were asking a question. Yeah, Umm. You said you were going, I wanted to get a straight. Are you're going to transfer me to billing? That will help me apply for all the on track program because the link doesn't work on the web page right? Yes, I'll definitely connect you there now. OK. Thank you. Ohh, you're welcome. Hi, thank you for calling PPL. My name is Amanda and who are the pleasure of speaking with today. My name's Robert Hamilton. OK, Mr. Hamilton, and may I please have the address and phone number? Yes, it's Chad on Chatham Drive, Camp Hill, PA area ******. OK. So uh, there is another number on here that's the primary number, if you don't mind verifying that as well. Uh, it's probably when we don't use any longer with a landline, ********. OK. How can I assist you today? I'm trying to apply online for the on track program. It won't let me uh when I go to the when I hit the part where it says to apply. I get a oops screen. So I did it on on a Mac computer and I tried it on my windows. OK, so for an on track application I would actually have to transfer you over to on track. Oh, OK. Alright, that would be good. Alright. So let me go ahead and do that. I just want to thank you again, Mr. Hamilton for being a customer and you have a great rest of your day and I hope you had a very happy New Year. You too. Thank you. Thank you for calling PPL. Nicole is speaking. How may I assist you? Hi Nicole my name is Robert Hamilton. I am trying to apply for the on track program but when I hit the button for uh to apply it gives me a oops screen. So how do I apply? OK, so I. OK, I could be I can assist you with uh applying uh submit an application. Allow me one moment. If we can please provide me the first and last name on the account, the service address and the phone number associated with the account please. Yes, it's Robert Hamilton. Chatham Dr. Camp Hill, PA and my phone number, there's two. Umm, there is the primary phone number. It's ****** but we don't use that. I don't use it anymore. Uh, my cell phone is what I use. It's it's ******. OK. So I do have both of those numbers on the account as is so and Mr. Hamilton, you are the account holder for this account, correct? That's correct. OK. And you are occupant of the home, correct? Correct. Alright, allow me one moment and just to confirm the address. OK, so I try it as well. I'm what I'm going to do now is I'm gonna place you on a brief hold. OK. If it take longer than that then I will be back to uh to update you. What's going on is because I did just access the portal. To submit an application and when I put your information in it is saying that the rate payer of this account is not an occupant of the property. So that's why it's not allowing you to be able to process, submit, submit an application, right? So allow me one moment, I'm going to reach out. Oh, you know. Why you are? Years ago. This is. A rental property I rented. OK uh, now I know why. I own the home. I live in it. I'm a widower now. So. OK, alright so. OK, so allow me one moment. I'm going to reach out to have this taken care of so you'll be able to have that application submitted. OK, I'm going to place you on a brief hold. OK. Thank you. You're welcome. Question. Question. Ohh. Like. It's too tedious. It's too tedious. Where is she looking? What ship? Because it sounds like she eating a chip. Well, she got it wrong. I thought those were chickens running around in the backyard. Now with this serious mean though. Look it up. Ohh not to show it. Mr. Hamilton, thank you so much for patiently holding. I do ask that you please bear with me and allow me a few more moments as I'm trying to get the situation resolved. Thank you so much for patiently holding. Please hold. Mr. Hamilton, thank you so much for patiently holding, and I do apologize for the extended hold time. I was reaching out to have the, uh, the account updated to have the. Previous rents that wanted to have you as the occupant. What I'm going to do from this point here is I'm going to transfer you to a fully trained. I'm trying to think. Because you don't. You're not actually on track as of yet. Allow me one moment. Just allow me one moment, Mr. Hamilton. Please hold. OK. Mr. Hamilton, thank you so much for that information and we have resolved that issue. So I will continue now to some help submit that application and let OK, if you still needed my assistance with the application then while we're on the phone, I can go ahead and submit the the application for you or if you wanted to submit the application at your own leisure, you can do as well. The choices right now up to you, you will be able to submit the application, we can successfully do that. We can OK is it? Is it something that's really wrong or? Yeah, let's do it. No, no, absolutely. OK, absolutely not. All right. OK, allow me one moment. Sure. And are you currently working full-time, part-time. Retired? Retired. No. OK. And your current * at the moment? Is 64. OK. And are you currently receiving any Umm SSI, SSDI pension, workers compensation? Yes. Umm. This is the new, uh, Social Security rate for me. It all went up this year. And this is the new payment. OK, so it's the it's the newest information. My payment this month will be $1394.00. OK. And is that your total monthly income? That's correct. OK, is there anyone else residing in the home? No, it's only me. OK, allow me one moment. And you're currently own you own. Do you have any uh monthly mortgage payments? Just the taxes. Which are crazy. I get $77.00 and uh assistance. OK. And how much do you actually spend all together? Ohh, altogether with that it's probably **OK. Your monthly phone expense. Uh, it's $72. Do you pay uh medical monthly? You have medical monthly medical bills or monthly medical payments? I, uh, have medical assistance. OK. And how about homeowners insurance? Uh, yes, it's through all state. And you need to know what I can. Make payment. I'm. I'm. Yeah, right now. There's just so many things to click through, I'm sorry. I would have had this if I hadn't thought about it. That's OK. Take your time. I took a lot of your time. Take your time. Well, I've been on the phone for almost 2 hours uh, by now. Owner. Moner, Umm. Yeah. Total balance. Payment date. Your total balance is $765.69. OK. And I don't know what that I don't know is that six months with an insurance or? OK, allow me one moment, six months. I don't know. All of these. Oh my. There's details. So let's see. Seven. You said , right? Divided. By yeah. One a month. Right, it goes from Ohh mine will uh update. Yeah, it's a yearly policy. OK, it's a year. OK. OK. And cable and Internet. Uh, no cable? Umm. And Internet, I think is like, Oh my gosh, it's it's like $40. OK. Whatever the cheap one is. And what type of install? I have gas. And what type of installed heating does the home have? OK. And your monthly guests? Umm. I can pull that up too. Hold on. OK. I'm so sorry. I'm just. I have memory issues, I'm sorry. No, it's alright. No worries. Take your. Time I write everything down. That's the only way. OK. And you want just like an average, correct? Hopefully here comes. Yes, yes, that's correct. OK. You girls OK? OK, it looks, I think we can average this out. Umm, to about 200 a month? I guess this would be the winter time bills. OK, but I have I have gas hot. Water. OK, uh, water is about $70.00 a month. OK, how about sewage? I have a new bill. Hold on. Here it is. Search. Sewage residential. Storm water fee? I don't even ohh my gosh Umm 79? Is storm water included with that or is that something different? Is there a different amount? Yeah, there is a storm water fee $19.00. OK, so that's the 79. Let's see. So it was $70.00 for your water. It is. $Let's see. OK, 70. Quarter. Plus the 20. Say water like I used to. I'm from New Jersey. I'm from New Jersey too. I'm from jersey. Boy gosh, what part? I'm from Newark. Ohh, I'm Cherry Hill. I grew up in area. OK. Actually more. She said. Water. I'm like sisters. They gotta be jersey. Definitely is I I reside in. I'm in North Carolina now, but I'm definitely from. Jersey. OK. So is 70 plus the 20 plus the 79? So that's 169 a month for the water and sewage 9 pretty much I guess. OK. OK. And what type of home are you currently residing in? Is it a single family home? A roll home? A town home? It's, uh, a little little tiny home built on a concrete slab, so I don't know. What do you call it? A little ranch. I called cracker box. Yeah. OK. And does your home have a have an electric water heater? No, that is gas. OK. I did apply for LIHEAP. But they said they're going to send the money to Umm, the gas company. 300 is what they gave me. OK. Right. OK. Alright, so this part right here is the consent part of the application. OK. OK, if you are enrolled in on track PPL electric utilities will provide you with the reduced bill and debt forgiveness. You do not have to pay back any overdue money you owe PO. It will be your responsibility to pay your bill each month, control your usage to the best of your ability and to contact us if anything changes in your life that affects your financial situation or the number of people in your home. Do you agree yes or no? Yes. And I have to pay this on time is that? Correct. Right, so you will have to pay uh your bills monthly on time once uh once. Once you're approved, they will give you all the info, the detailed information that's needed from the agency. So you'll know exactly when your bills are due and how much your bills are due and you how much your bills are. Yeah, the program does last for the program lasts for 18 months. 17 months into the program you will receive a letter stating that it's time to reapply. Umm. Each month there will be a portion of the bill that is forgiven that would is a part of the debt forgiveness. There will be low monthly installments that you will have to pay monthly on the account. Also there will be a maximum allowed credits, which means let's just say for instance your bill would be. Let's just say for instance your bill is night, you approved and your bill is $19.00. That's what your installments would be $19.00 a month. But if your actual bill comes in and it's like. $250 then from your maximum allowed credits, it would pay the overdue balance of the rest from the $19.00 that you paid. That's how that would work. OK. OK. And do you agree that you are aware that you could be you could be penalized for lying or withholding information? Do you agree yes or no? Ohh, I agree. OK. And do you agree that all the information entered is true and accurate to the best of your ability? Yes or no? Yes. Thank you so much for that information. I just want to let you know that we have successfully completed the application. What I'm going to do now is provide you the agency's contact information with the information that I provide you, you will provide proof of household income. Please to each document that is submitted, please provide your P&L account number. Your name and your address to the documents. Please let me know when you're ready for the agency's contact information. I'm making notes here to put on the pages. Hold on PO number, home name and address. On each page. OK. Go ahead. OK, so all that you would submit is a copy of your award letter. The agency is going to be the tri-county. Community Action, that is the agency and I will repeat tri-county Community Action. Action, you said? Yes, that's correct. OK. OK. So the address for the agency is going to be dairy St. And it's Harrisburg, right? And that that is correct. That is in Harrisburg, PA. Do you have a zip? Code ******. OK, so I should get make a copy off of my Social Security website of my award letter. And then? Just make, that's correct. Then send it to them with that with the information on it. OK. I think you've. Got your PNL account number, your name, and your address. OK, so I'm also going to provide you the agency's contact information and the e-mail address. OK, because you do have another option. You can also upload that information via e-mail. The phone number for the agency is going to be area Code Is going to be every area code ****** just to confirm ********. The e-mail address for the agency is going to be PPL on track and that is PLO. And as in Nancy T, as in Tom RA, as in Alpha C, as in Charlie K, as in kite. OK. So it's just PPL on track. OK. CAC. CAC, tri-county. Hunt CAC, tricounty.org. Tri-county. Dot org I got it. So it's PPL on track at CAC. Tricounty.org. That is correct. So I just want to let you know that I yes, you did get it correct. I have successfully submitted your application to the agency and it is there waiting. The only thing that's required now is that you provide the proof of household income for your application to be completely processed. Is there anything else I can do to assist you at the moment? No, you did a lot for me and I appreciate your help with it. I really, really do. I'm I'm thankful that I was able to be here to assist and thank you so much and have all your concerns and satisfied in regards to submitting an application and provide any agencies contact information. You're welcome. Yes. Thank you so much and thank you for being a valued FPL customer. Enjoy the rest of your day, Mr. Hamilton." "Thank you for calling PPL. This is Allie. How can I help you? I'm calling because I was approved for our flag and Umm my approvement. First of all can I ask is there any way you could tell me when I was approved? Well, let me get into your account. Who am I speaking with? OK. And what is your address? Main St. APT 10, Northampton, PA . OK. Thank you. Just bear with me one moment. Umm, so I don't deal with on. Track if you. Have like specific questions about on track? Umm. I would have to get you over to them Umm to discuss it. Umm. Let's see. Umm. OK, so my thing for you guys then is I am waiting for an application to come from on track. It says that it should be here within 30 days. I know that. I think I got approved from what I remember on November on December 2nd. So we are now at January 2nd and I still don't have the application from on track. So I am concerned about my bill because if it's been 30 days then what happens because I know that I'm protected for the 30 days that I'm waiting for it. But what happens at this point when we're about to go on day 31? Let me just see it. One moment. Right. You're like, OK, so this is 2 partner. Well, I just wanted to see because I I. Wasn't. Seeing it initially on my thing, but yeah, I I am going to have to get you. OK. Yeah, I am going to get you. I am going to have to get you over to them to discuss that because we my department. Really doesn't. Feel anything other than just on track referrals. Which I see you, you've already done and and you've sent in the information. Umm, so that goes past my scope of things. So I have to actually get you over to them and they can specifically go through all of this with you. No problem. Thank you, darling. You're welcome. Hang. Tight. One moment on the line. I'll get you over to them, OK? And you have a good day. You too, thanks. Thank you for calling PPL. Nicole is speaking. How may I assist you? Hello Nicole, I am trying to get in contact with somebody with the contract department. OK. Anyone with the? Department application. Umm, so I submitted an application and I got approved for the application. If I'm not wrong, I think December 2nd. So I've been waiting for the paperwork that's supposed to come, which is supposed to come within 30 days. My concern right now is that it's been about 30 days if I did get approved on the 2nd and I did my math correctly and the paperwork is still not here. So what happens now that I haven't had the paperwork? It hasn't gotten to me, I can't send it in within the 30 days and my account I know was protected for the 30 days. But I'm concerned about my account because I do have an over. Umm, over. Uh, I owe Bill. I owe last month, I owe this month, and next month it's coming. So I'm starting to get. Scared. OK, OK. OK. So allow me one moment and I definitely will be able to look to see what updates have been made in regards to your on track. Alright, if you can please provide me the first and last name on the account, the service. Address will. Be number sociated with the account please. OK, the first name will be loraina, the last name will be Fuentes. The address will be Main St. APT 10, Northampton, PA and the phone number is going to be ********. Thank you so much for that information. And you are the account holder for this account, correct? Yes, I am. Sorry, I'm eating banana. Ohh. Allow me one moment as I take a look into the account. OK, so allow me one one moment. OK, so I am here's the update on your. On your account. Umm. She is. Alright, So what happened is why you're not seeing a reflection of your on track at the moment and it's not reflecting on the account. It's because before you were approved for on track, you were actively on budget billing. So it had to happen first was budget billing had completely removed from the account. OK. So let. Me see. Budget billing. Let me. See if it stops. OK. So once budget billing is completely stopped on the account, stop budget billing on 12. OK, so your budget billing was stopped on December the 14th. #14. December the third, your budget billing went out December the 13th. So what's going to happen is you're going to see the reflection with the next generated bill, the next bill that generates. You're going to see the reflection of your own track. So that's all that's that's really Umm. Which you're waiting for now because I am seeing the correspondence from on track the agency and it said on track eligible waiting for budget billing removal. So once budget billing completely removes and that was on December the 14th, budget billing was stopped on December the 14th, so you're perfectly fine. And at this moment there's still no payment required because you are technically on track, you are approved for on track, you're just waiting for your budget billing to stop. OK so when I look at it and it says past due. So just don't worry about it when it says pass do right now. Right. So I'm looking at, I'm looking at your account and your account is definitely telling me that you're not in collections. There has been on December the 14th there was a great extension applied to the account to keep your account from moving into any further collections that could happen on the account because I did state that you are actively technically on track, you are active on track, you just have to wait for the budget billing to be completely removed and that will happen, you will see the reflection. Of your own track being on the account once a budget billing is completely removed from the account. OK, now my question. Is on. Track is supposed to be sending me. And Andrew is supposed to be sending me an application, right? Or is there any way you could tell me do I still have? Paperwork that I have to send in because I never got the application from on track. So I don't know if I'm still waiting for it, if it didn't come, if I have to let them know that they have to send another one like, I'm not sure what exactly is going on with it. What? What you mean? OK, so. Allow. Well, there's supposed to be. Send me a. Packet if it's something. It says on my thing, it says congratulations, you are approved for antrax. Umm. Look in the mail for your enrollment package with contract payment information. Right, so there's no package to send you yet, because you had an order for them to be able to send out the packet it had to completely. It had to completely remove. So once the bill generates you will be receiving all welcome and information that's needed. I am seeing the budget billing has been removed on, on December the 14th there was a credit success in the amount of $150.21. So just look for the next bill that generates which is going to be that happened on the 14th. This bill generated on the 13th which is going to be in February, so once the bill. In a race for February you will see everything that needs to be seen. You will be been done, received your welcome and package and do you have the agencies contact information for your county. Because. You can't. Yes, that's. The actual. Yes, I called them earlier to speak. Well, I called them earlier and left a voicemail letting them know that I hadn't received my enrollment package yet, and my phone number and my account number. So they should be returning my call, probably to give me the same information that you're giving me. But I'm. I'm crazy and I needed to call, alright? No, that's just securing your spot and I am seeing as a matter of fact on December the 6th, you have become actually on track active December the 6th. So yes you you're right I'll be doing the same thing. You know they say no news is good news, but the same time things be building up, I need to know. So this was one that needed to know situations I definitely understand but you're. Going to see the amount going up and I'm like. What is happening? OK, so right now there is no payment required. There's no payment required until you receive your your letter from on track state in which your payments are going to be. I don't have that information yet because it's still waiting for, it was still waiting for the budget billing to settle out, but you will be receiving that and like I said, with the next bill that generates for February, that will be when your first payment is going to be due, OK. Thank you so much for your. Help looking at that. Stop looking at that you're. Welcome. Thank you. For being a valued customer. I would. Say, is there anything else I could I could do to assist you do the same and have all your concerns been satisfied in regards to letting you know that you are on track, active as of December the 6th. That you will receive your welcoming packet once your budget billing has been completely removed, which it has been, and you will be waiting for the next generated bill to happen to see the reflection of your on track. Have all those concerns that satisfied. I mean, do you not hear it in my voice? Like everything's changed? The tone, the energy. I'm smiling. Yes. Thank you so much. Continue to enjoy your new year and thank you so much for calling in. Enjoy your day." "Thank you for calling PPL. This is Lauren. How can I help you? Yes, I'm calling Umm. I have the account at 145 Musmanno Ave. in Nesquehoning. And my parents lived there and they went on the budget plan. Now my mother has passed away and my father has been placed in an assisted living facility. And their budget plan shows that they are $676.21 ahead. So what do I do with that money? All first whose name is on the account. Mine. OK, and who am I speaking with? Donna trimmel. Alright, Donna, thank you. And the phone number on the account. Well, it's either ****** or *********. OK, this first one I have is the one that we have associated. All right, so let me take a look to see what's going on here. Umm. Alright. Now you are like you said ahead on the bill, so if you want to continue. With the budget billing plan, your settlement month is actually in February. So what would happen is that money would be applied to the last bill and then if there was a credit, that would carry over to your next bills. Umm. So in other words, it looks like your active budget amount would be 372 for December, I'm sorry, for January and then February would be your settlement date. So it would be your actual bill amount? That they would take out of that whatever you're ahead and then whatever difference there is, they would leave that as a credit on your account. Unless you wanted to stop budget billing now and then, that credit would just be applied. To your next bill that became due. OK, because there's nobody living there now, so there's no way in hell I'm gonna use $372 worth of electric down there. Umm. Let's stop it now. OK. All right. So what we did with your next bill, we stopped the budget billing, so that will be deducted from the next bill. Umm, obviously, if you don't use that all, it will carry over to the next one after that as well. Uh. And then if you were to close the account and there was still a credit at that point, they would issue you a refund. OK, now I'm not going to close it because it's a garage too. Umm so. At this point then. All my bills are going to be deducted from this ** until I have nothing left. Correct, yes. Okey Dokey, that works for me. Thank you very much ma'am. Ohh, you're welcome. Is there anything else that I can do for you today? No, ma'am, you've been really helpful. Thank you and I've satisfied your concerns. Yes, ma'am. Alright. Well, I do appreciate that. Donna, you have a wonderful rest of your day. Thank you. Thank you. Bye, bye."
Outage Information & Support	"Hello good afternoon. Thank you for calling PPL Electric. My name is Natasha. How can I help you? My name is Klaus Flock and we are customer of P&L and just maybe 10 minutes ago, 15 minutes ago our electricity went off and can you explain to me or can you tell me what happened? Hello I can look into this for you. So can you verify the service address and the primary phone number? Yes, the primary phone number is ********. And to address is. Banbury Lane. In Lititz, PA. OK, thank you. So I'm showing this as a power down event and it's caused by a tripped breaker or blown fuse, Umm. And I'm showing the status for the field crew is dispatched, so they're on their way now. I see I. See your service. OK. So it might be not too long that we get service again, correct? That's correct. OK. Thanks very much then. Bye, bye. You're welcome. You're welcome. Have I satisfied your concerns by letting you know what caused the outage? I'm I'm sorry you break up with my my cell phone is not working too good either, though I assume something happens that happened to that too, so I cannot understand you, but I understood that. Because. Something happened to the electricity and who's on the way? I understood that. So I wait for that. Thanks very much. Bye, bye." "Good morning. Thank you for calling PPL. This is Julianne. How may I help you? Good morning. My name is Ted Stark. I'm with Luzerne County engineers. Umm, we received several uh concerns from residents about a downed ash tree on a utility line on Saint Johns Rd. In Dorrance Township. OK, one moment, please, dad, let me get that address for you. One moment. Yep, the location is between mailboxes 635 and 7:20. Do you have like a street address that you can provide? Yes, that's the that's the street address there. Mailboxes out there, it's rural. OK, so I can do What's the name of the street? John's Rd. I'm sorry, in Dorrance Township. Luzerne County. Do you spell dorns? D as in dog, ORRAN as in Nancy, C as in Charlie, E as in Edward. Torrance. It's in Luzerne County. Alright, and what is the zip code? Ohh, shoe shop there. Uh, Carl? Could you do you know the ZIP code in Dorrance? No, I don't. Yeah. Umm, hang on. I don't have that handy. One moment. Can you look it up? I am gonna try. OK. Thank you. Alright. She's looking it up. Storage. What's it called while Wapwallopen as well? It looks like it's. Let's see. Starship. One moment. Yeah. Uh, I'm getting. . OK. Alright. Is it close to Woodbury or Hazleton? Hazelton. OK. Alright. And what is the your telephone number please Ted, in case we need to contact you? *****. Thank you. And. Everybody's out of power. No, it's not an outage. Uh, there's a large a large dead ash tree that's stressing the lines. And people are very concerned about it. Tree on the wire, correct? Yep, treona wires. All right, so there are some questions that I do have to ask you right. Is it tree branch broken? Uh, no. Alright. Is the tree pulled out of the ground? Umm, it's broken at the base. Yeah. And it's falling onto the line, so it broke off at the base. It's, it's uh, you know, the ash trees are a real problem right now. So it's broke off at ground level. And it's resting on the lines. All right. Is the wire from pole to pole or pole to house? Uh, looks like Paul de Paul from the pictures I got. Alright. Umm. And is the tree on the wire pulling the wire low? Yes. And are they experiencing problems with electrics? Uh, not that I'm aware of. It's more of a a concern that I'll take the wires down. But it hasn't happened at this point. And he said this is between 6:35 and 7:20 mailboxes, right? Uh, yes, that's correct. OK. Alright, so I'm going to report this problem here for you, Mr. Stark. Is there anything else I can help you with? Do it right now. Thank you. We appreciate the. Help. No problem at all. We will send out security investigate. OK. OK. Thank you. Thank you. Well, welcome. Have a wonderful day. Thanks, you too. Bye, bye." "George didn't like you. Hi, thank you for. Calling PPL. Hi. Hi I I have a light pole in the near my mailbox. And then I can know how much it is to turn it back on. OK. So you're calling about your. Lightpole near your mailbox, so with. Regards to that what I would have to do? Is transfer. You over to the billing. Umm. I'm sorry. The Energy Education department. They handle. All. OK, St. lights. No problem, no problem. Go ahead. Please hold. Hi, this is Marcella. How can I assist you? Yes, I'm. I wanna know how much would the the street light, I wanna put it back on. You wanna know how much street light would be? OK, let me go ahead and Umm. Fully verify you OK what's the name on the account? It's Jose Cruz. OK, and can I have your name? Eileen Cruz. You're the spouse. Yes. Thank you. Do you live in? Underground before, yes. OK. And what's the service address? Mountain Dr. tobyhanna. What's the zip code? . And the primary phone number listed on the account, please. I don't have that number anymore. That was the landline. So I have a new number. It's ********. I do have that listed as the secondary number, but unfortunately because this is under your husband's name, I cannot change it with you. He would have to be the one to call and update it. OK, he is in the nursing home with the dementia and Parkinson's. That's why I need extra light outside my house for security. OK Umm. I would suggest to put it into your name just so that. Umm. It is. You know, so that you can do all transactions you want to be added to the account as an additional rate payer miss. Umm. Cruise. Yes, yes. OK. Yeah, I'm doing all the doing now. Yeah. I'm sorry that you're going through that. That's very hard. I'm going through a lot, yes. Yeah, I I understand. My parents just. Passed away so it's so dark outside that I need extra light. So I could do it in this one account, just one system, but I have to go to a different system, so bear with me as I get everything ready. Have you ever had services under your name at this? Yes, yes I have. You have my phone number. That phone number is under my name. No. Have you ever had it the service under your name? Yeah. It's on the and the light was on before, but he he shut it off for a while and then I want to put it back on. OK. Please go on me. OK, what's your full Social Security number, Miss Cruz? Mrs. Cruz 5. ******. Do you want his also? I thought would you? We had you in the system, but we actually don't. OK, but I'm giving you his Social Security. No, no, no. This is for me to add you. That's why I'm asking for your information I have here. OK, OK bear. With me? Do you want me to add a an initial there or just sailing cruise this fine? Eileen Cruz is fine, Hun. And what's a good number for you, Mrs. Cruz? ********. I got to do and the other thing can come back later. OK. OK. That won't. Oh my God. I apologise that is taking so long. You still there? Yeah, I'm here. I'm just daydreaming. There's a lot of problems with him in the hospital. I'm so sorry you're going through that. I know what you're going through though. Both my parents and. Both of my parents this past year were Terminal 1. After the other. So that was the hardest year my life. But you know. And he's in the garden nursing home in Easton. And where are you? An hour and a half away from here and I can't be driving back. And forth, no, no, that's not good for you either. And then when I go, he doesn't even know who I am. Ask me, who am I? You know he's losing it. Yeah. The dementia, you know, and then I'm not used to taking care of all the bills and everything. No, I have to do all of that on my own. We. Should do everything on his own. See if there's any financial assistance programs that you can apply for. Ohh I would like that. OK. So before we finish, Umm, we'll go ahead and do that now. OK. When was it that you took the light? Is there like no pole, no light there at all? There's no there's a pole and the light, everything is there. Everything is there. OK. Up under your name. OK. All right. Let me place you on a quick hold. OK, just a moment. OK. Thank you. Mrs. Cruz, what I'm gonna do, OK? Yeah, I'm having a hard time with this one. I'm gonna Umm. Actually have to give you a call back on it, but because of the time right now, but I'm going to do is I'm going to call you back tomorrow when I ask for one of the seniors to assist me and call you back on it tomorrow. Is that OK with you? I appreciate that very much. Of course, of course. So let me, Umm, put down your husband's information. OK, OK. So I put it. On my. List to call you back tomorrow. You know what? Let me get your number here. That's the 574 number, right? ******. OK, so I will give you a call back tomorrow. What's the best time to? Reach you anytime, anytime. Anytime, OK. OK, alright. I appreciate it. Thank you. So much. Have a great day. Bye. You too. Bye bye."
Payment Management	"Business accounts, this is Marilyn. How can I help you? Hello, Marilyn, this is Sandra. Vargas. Yes, how can I help you? Today. Umm, every word of the account number **. Uh, yes. So what's the name listed on that account? Yeah. Umm, William Lauriano, lab Sally William laurencia. OK. And then what is your job title there? My what? Your job title. Ohh, I'm the manager. 's manager OK, thank you. And how can I help you today? Umm, we have a chart of notice here at the top and Umm, I just wanted to figure it out. We can do like a payment plan for this account. Umm, it looks like somebody just made the payment for the past due balance, so it cancelled the shut off notice. Yeah, Umm. It was by mistake. I was thinking on cancelling because uh, we did. Umm. Ohh, hold on, I have to transfer. You look forward to actually processes because they can transfer, they can cancel it for you, but it has to be done very soon. Otherwise it's going. To go to the bank, I think, I think I can cancel it right now online because it led me, but. Ohh OK OK. I wanna know first if there is a way that I can make like a payment plan and how much like. Should I put in front if that is possible? Right. Let me. OK. So let me transfer you to the collections department. They'll be able to help you out. Give me one moment, please. OK. Thank you. Thank. You." "Thank you for calling PPL. My name is kwannam. Could you please provide me with your full name? Hey mum and my full name first name Abdel Abd El. List the name Ellie Aly. Can you please verify your address? N 2nd St. About 2 S. Is Stilton city Elton? Is Stilton, Pennsylvania? . Can you please verify your phone number? *********. Thank you for that information and how can I help today. Yes, ma'am, I, uh, you need a lot of money to in the bill, like 210 and I make application assistance because I can't raise this money because I. She tell me fill application in assistance I did and after this uh she tell me call number smart energy to cancel the account. I make this and I have cancellation number and I you sending me to Derry St. To talk with anybody, she tell me everything about your application assistance every good and I don't need any anything and I give her cancellation number from smart energy. And now I I wanted to know how much I pay ma'am or what happened in my application assessment. So you haven't received any information about your own track in the mail yet? Yeah, I received the Laura Laura letters from you once say I pay $15. Payment every month. And the one they call smart. Energy to cancel. I already cancel and I already make everything. Have you OK Sir, I understand that what I'm asking is have you already received your on track payment information in the mail? Yes or no? I received the letter Say Bay monthly $15, just correct. No Sir. So you haven't received your on track payment information letting you know like what the installment amount is and how it will work because your payment amount on track is actually $37. How much? It's going to be $37 and so basically you would have to wait for your first on track bill to generate your receive your first on track bill in the mail with the due date on it. Is this uh, I can't delete all this money, ma'am. I you you say I I pay every month $27.00. Correct. Yes, Sir. But uh, this? Uh, I can't pay all this money. I my income, uh, it is low and I have a lot of problem. I am retired and the ******** and. Policeman, I make a application for this problem and you tell me I try to help to help me, but I don't see any help. So you're on track amount is $37. Umm, that's the lowest amount that they can give you based on your income and the number of people in your home. I live alone in this home I I nobody was me. Sir, without the on track of $37 payment amount, you'll be paying over $So it's best to pay the $37. What about is the is the letter come to me in December 12? He said Bay $15. I'm not sure what you're talking about, Sir. So you're on track installment amount for each month. For the next 18 months, it's gonna be $37. You'll repeat. You'll receive your first on track bill in the mail sometime this month, letting you know your first due date for the $37. You mean I I will be a $37 every month, yes. For the next 18 months, you'll be paying the on track amount of $37, as long as you keep your usage under control. Uh, after 18 months? Uh, maybe change? Yeah. I'm sorry. After 18 months is this. Maybe change? May possibly change, but as of right now, this is what you'll be paying. OK. I don't receive the the bill say. You need to pay $27.00 this is a problem. Uh this uh a lot of money is stay late late late because I don't receive any bell. Now you tell me I will. I will be $27.00 every month and they believe me, I don't receive any bill from you. They say 37 or anything. I I know that, Sir. That's why I told you that you need to wait to receive your first on track bill in the mail. Is the bill come to me in the mail? I will, ma'am, is the bell. OK. And uh, uh, please uh, don't make more money. I just I try to pay $27.00. And I I I will need the send it to me bill every month because sometime I forget not sometime every time every the bill come I be if not come I make this make problem me because I am all the man and I can't remember everything. Believe they send the bill to me every month. Thank you, ma'am. OK, Sir. So we went over at this time that you are on the on track program. At this time you're on track is stopping amount is $37 for the next 18 months and you'll just need to wait to receive your first on track. Bill, have I satisfied your concern today, we're going on track. Uh, but this is a normal uh is a regular bill, I think. Like to any $every month. But you say I will be 27? Is this because I I have some bill let lead, bill. OK. I will be ma'am. Uh, the bill? Sorry my language you know so much about. When I received this label I called you to be to pay the bill. Yeah, you can make it over the phone, you can make it a bill payment center, or you can make it online. OK. Will you please send the bill to me? And I I will be 27 when the bill come to me. OK. Ma'am alright, so we went over there on the on track program and you're on track amount is $37 at this time. You will need to wait to receive your first on track bill with the due date on it. Have us satisfy your concerns regarding on track. It is. This is the first bill come from is this to this month or what? That you have in computer my first Bill 37. There should be a. Is the date of the day. What is the date or anything please? I'm sorry, could you repeat that? What's the question? You tell me the bill $27.00 uh continue 18 months. I need to know the 1st $27.00. The death the death Deal due date. You are gonna receive your first bill in the mail for on track with your first due date on it. Sir, I do not have your due date at this time. OK uh, when I received the. Concerns regarding on track today. I I I need base the bill because I don't need any problem with your company. Please ma'am try to help me to send the bill and every month send this a bill and I will pay. I don't say no or anything. What was the? Anything else that I can help you with today? Thank you, ma'am. Thank you. I I wait the bill come to me and I call you today, OK. How about satisfy your concerns regarding on track today? No, thank you. Thank you, ma'am." "Hi, thank. You for. PM My name is Courtney. How may I assist you today? Yes, must be the the the bill the name the my wife Nancy Jimenez the the the number is ******. The next thing my wife is Nancy Jimenez. OK. Thank you so much. And what is your first and last name? Uh Jimenez. And thank you so much. However, what is your first and last name? Excuse me, what is this? What? Sure, what is your first and last name? Ohh my name is Izzy Jimenez. Me every. Month Jimenez. OK. And I am confirming that you are an occupant of this household. With. Doctor Who? What did you? Say. Sure. Umm, I'm confirming that Mister Himenez is an occupant of the household. Thank you so much. And what is your first and last name? Jimenez. Thank you so much, Mr. Mannaz. Mr. Jimenez, are you on the line? Yes, yes. Yeah. How would you like to make your payment today? Is it with a checking account or is it with a debit or credit card? No checking checking the the checking is . Sure. And what is the name of your bank? Member States bank. Thank you so much. And I'm confirming that you are the authorized signer on the account Yes, it's morning this morning. Thank you so much. And how much would you like to pay on your bill today? Is it the balance of $248.46 on the payment plan? Yeah, everything not playing. No nothing. It's just me. We pay everything must right now as the mass $0.46 me pay in no no no more money, OK? Nikki everything. Yeah, ******cents. Sure, that's no problem and I am confirming that the amount of $248.46 are available for immediate withdrawal. And would you like the confirmation number for your payment emailed or would you like to write it down? Daily Mail go here. Thank you. Sure. So thank you for your payment of $248.46. The confirmation number for your payment is. 2. 30. 1. 03. 5-6 and did you get that confirmation number? Yes, it's OK. Thank you very much. Have a nice afternoon. Thank you. Bye, bye. You as well, Mr. Jimenez, before you go, just to recap, today I assisted with making a payment of $248.46. Have your concerns regarding your payment assistance been satisfied today? Yes, yes. Thank you so much. So just a short reminder, at PPL Electric utilities, our job is to deliver power safely and reliably to your home or business. But we do not own the power plant without electricity is generated in Pennsylvania. You can choose the supplier that provides your electricity without impacting the quality of service we provide. We have a program called standard offer program. Sure. Have a wonderful day, Mr. Jimenez. Is good, is good. Thank you. Have a nice afternoon. Bye, bye. You as well. Bye, bye."
Financial Assistance & Programs	"Hi, this is Tracy. How can I help you? Hi I have some questions regarding energy assessment virtual that I had about a week ago and uh, I like 3 issues I'd like to ask questions about. You had an energy audit or was there something else going on on your account, ma'am? Well OK, First off, my energy audit that I had, I would like to get an energy monitor, but I think that I'm not sure if I have the newest meter. So could I find that out? What's your name and address first? Umm Deborah Peters. And 28. 28 Colonial Dr. Selinsgrove, PA. And your primary phone number please. *******. 6 Alright, you do have one of the new meters. Your meter was said July 1st of Ma'am, all customers have a new leader. So Umm, it it said on the web page that you can't get an energy monitor without a new meter. So Umm, I'm available to use this new meter then then it said something about it would have 30 on your account and I couldn't find 30 anywhere, which is why I called. That's not referencing your meter number if you look at the first page of your bill at the very top. It's not on the Umm. One online and I don't get a paper bill. So it is online, ma'am. Your paper bill online is or your bill online is. Just like your bill you get in the mail. It's right up above your due date. OK. Umm, well, I'll, I will look that up and check then. But I didn't see it written as the meat or number. My other question was, I'm sorry, what? Yeah, it shows it man, because I'm looking at a copy right now, *****. OK, my next question is about Umm installation for my attic. I wonder. I was wondering is it possible if I find out how I can find out what kind of insulation is available for the rebate? I'm interested in the rebate also for the water heater. I'm interested in a more energy efficient 1. With the rebate, how do I find out which ones are exactly? Umm. Available for the rebate? If you go to **********************. Yeah, but in rebates in the search field. And then you want to click on residential. OK, so. I will list all the rebates that are currently available for you. I have a copy of like the rebate PDF. Umm. But I want to know specifically what would I take this to lose and they could tell me I what I like is that loosen insulation? Is there any insulation for your attic? Is it in a role? These are questions I need to have answered for the rebate because I don't want to just buy something that it's not available for the rebate, you know what I mean? Alright, so it says for weatherization for attic and basement walls. And then it'll tell you what is eligible so. Hold on and how do I honestly? Insulation isn't my wheelhouse or water heaters aren't either. I haven't been like really up to date. Is there like a PDF? Do I take that? Right there. Handy man, where can I find out this information? I know you're telling me what kind I just. I mean like. And then how do what does it tell you how to apply for the rebate? There's a form that you would fill out to apply for rebates, but it tells you the attic insulation. It tells you the R value that usually means the thickness and what it needs to be in order for it to qualify. And also how's that for any type of it could be. So you believe it could be loose insulation or rolled insulation? Yes, it's based on the R value. It can be. So it doesn't matter what kind, it doesn't matter what kind. Of specific qualifications. And then I can fill out a paper. I'm sorry, what? It can't exceed like an R value of 30. And the minimum must be 19. It just tells you what you need to put in. So you if you go and get it installed, you want to give them that information. Or you can just, if you have a smartphone, just take that with you and you can show them what we're looking for and then they can show you what you need. And then you just purchase it and fill out the rebate form. It's online. And for the water heater? It just says where? I mean like it has these more energy efficient ones. I'm not sure. Where you get the ones with ones for the rebates. I don't see water heaters listed. Air conditioning? Air sealing. Appliance recycling dehumidifier heat pumps. Is it? It was a water heater? Heat pump? Water heater. I thought a heat pump was for just regular heat. No, my heat. My heat pump actually supplies my water. I have oil though. So some reason I. An air source, it says. Hold on. He was telling me about this energy efficient one and you could get up to like $400.00 on a water heater. It has to be an Energy Star certified. The rebate is $But it has to be a certain UEFI number. That would there would I form energy factor. It's right on the website, ma'am, I'm looking right on reading to you. It doesn't say where to buy this, though. Or you can purchase it anywhere did. The key is is you can purchase it anywhere. You don't have to purchase it from a specific place, but you just want to make sure you stay within the parameters so you'd be eligible for the rebate. So it tells you on there the parameters and then you purchase it and then you fill out the form the rebate form and send the copy of the receipt. OK, I didn't want to purchase the wrong one, the wrong things risking hundreds of dollars because I don't have a lot of money and it was just something I was hoping to do to improve the spike in my usage, so that's why I was asking. So question, yeah, but the website is very specific and it tells you exactly what would qualify. So would like I suggest if you're going to shop, just if you have the PPL electric Utilities website on your smartphone, you can just show them. Look, I'm looking to get a rebate, does this qualify? Just show them the website and then they'll look at this specifications to let you know if that would qualify for the rebate. You want what? You want me to show them what? On my smartphone? The web page on my? Start page where it shows under the rebates what would qualify for the. For the rebates, yes. OK. So I can I and I'm do you know the difference between the two energy monitor monitors that have been sanctioned by P&L? I do not know the difference in those and that's part of our marketplace. That's a totally separate entity. OK, is there a way to find out the difference between the two? You would want to speak to someone from the marketplace. Although. OK. All right. Well, I think, Umm, I got as far as I can go with this conversation. Thank you. All right. You're welcome, ma'am. Thank you for calling. Bye, bye." "Hello, my name is Tamika. May I have your first and last name please? Yeah, dawn DAW N Gumby Gu MB Y. Can I help you? Yeah, Umm, I'm on the Umm. I'm on the program where where my my my electric bill is based on my income. And Umm, I I just received a raise in my income. Alright, so you're calling in to update your income information, ma'am? Yes, I am. OK, what is your address please? Susan Hill Rd. apt #Harrisburg, PA . Thank you. What is a good contact number for you? ******. Alright, so you need to call the agents office to update that information and I'll give you their number. Kang. Umm. Can I have the Tri? County office, that number is Yeah. ****. 97. 57. OK. Thank you very much. You're welcome. Appreciate. It you too. Bye. Bye, you're welcome." "Thank you for contacting PPL this Tristan speaking. How can I assistance today? Hi Umm I applied for LIHEAP and my application was denied because Umm. I guess they contacted people and they said that it isn't a heating account. Hello. Have you tried any other low income programs? Why would I have to my my my heat is electric heat? I don't understand. OK, provide me with your full name and also your address. My full name? Leticia stoltzfus. Thank you very much, Patricia. Isn't. And what is the address? 334 N 7th St. Denver, **. OK. Thank you. One more thing, verify your phone number for me please. 22."
Service Requests & Management	"Hi, thank you for calling PPL. My name is Alia. How can I help you this morning? Hello. My name is William. I'm calling because. I was calling the other day concerning our May meter installation. And somebody told me. I got. I had to go back. Certified electrician. And he already went to the property and I have that the join order. So William, you are calling about starting new services and getting your meter reattached. Or yes. OK. Umm. So did you have services at the address previously? No, I just. I just got this house just. And. I understand. I understand. So I'm going to transfer you to our start service department and you can let them know that. The electrician came out to check out the meter as well before, so please hold. Good morning. Thanks for DL. This is speaking. How may I help you? Hello, my name is William. I'm just calling because I'm concerned that I made our installation. The. I like certified electrician, already inspected the property and I have the joint order. OK, all right. Uh, do you have a work order then? Yes. OK. Alright. Uh, well, let me get you over to our team that handles that. That specifically would be our work and asset management team. If you could bear with me a second, I can go ahead and get you right through. Alright, thanks. You're welcome. One second. Hi, this is George. Hello, I'm calling because. I'm calling concerning a mirror meter installation. There had been my property. I called the other day and you guys told me I gotta get a. Certified electrician and he went to the property already and inspected the house. He told me that he sent you guys an e-mail and I got that the join order, the joint number. OK, so you Umm, so you already have a work order number or you are in need of a work order number just. About work order. You already have one. OK can I have your name by the way? Yeah, William. Ibar. 8 YBAR. Alright. And what is the work order number that you are calling in about William? Hello. ******. OK. Alright, so and I'm sorry, because the audio keeps cutting in and out, you are looking to check the status of this work order number. Yes. OK. And what is the address that you're calling in about? 323 buckthorn. But bank Torrance, St. Harrisburg, PA. . OK. Alright, So what I'm going to do, if you don't mind, William, let me place you on a brief hold. Umm 1 system says we do not have the electrical inspection in and you have not had that inspected, correct? No, he he's been inspected already. OK, I'm going to check the other one. Umm, one was this inspected? Worse. December 28. Bye. All right. Uh, hold on the line. Let me go check another system just to make sure I'm not overlooking anything, and then I'll be back with you shortly, OK? Alright. Thank you. Thank you. Thank you so much for holding. Are you still there with me? Yes. OK. So as of right now, I do not see that we have the inspection on record. So I would check back with your inspector and let him or her know that we have not received it yet. Because unfortunately we're not able to move forward on this job if we need to do any work, Umm, until the inspection has been received. OK, I understand that. And when you look at the. That inspection report, what is the next step that I have to do? Uh, time that we get after we receive the inspection. Let me see what this is for. This is for a change meter. Uh, 200 amps? OK, so we need to remove inspection required. So then what happens is once we receive the inspection, depending on how the technician wrote off the job, it goes over to scheduling. We may have to have a crew go out and do some work at the pole reconnected. I'm not sure what the case is exactly, but then we also have to schedule for someone to come out and provide a meter. Umm, again, any work that we need to do out on the field. Umm on average takes about six weeks. But once we have the inspection on record. You are welcome to call us back and then we can revisit the time frame and you know see what scheduling has this job scheduled for. I just don't have that answer yet because we don't have the inspection. So they're not going to do anything until they inspections on record. Yeah, I understand that. Uh. I'm sorry. I can call you back when. Absolutely. Do you have a pen and paper? Yes. All right. Our direct number here for contractor services is ******************. Correct. And we are here, uh, Monday through Friday from 8:00 AM to 5:00 PM. Alright, I got ********. Correct. Alright, alright, so that's every. Yeah, yeah. I mean, at this point, we're just waiting for the inspection so we can move forward with the job, OK. Alright. Alright. Thank you so much for your business at PPL William. Have a good day. Take care. You too. Bye, bye. Thanks. Bye, bye." "Thank you for calling PPL. My name is Lisa. How can I help you? Umm, hi, Lisa. My name is Jim Kelly KELY. Looking to set up a A uh, I guess a new electric account with you guys. So you wanted to start service. Correct. Well, I have service here. It was a new construction. OK. Just need to put into my name. OK. You said it's new construction. Correct. The last time you said was Kelly, Kelly. That's my name, yes. James. And are we putting the service in your name? Correct. OK, what is the service address? It's Mason. Mason Rd. And that's in. Hatfield. GTA. . But Mason Rd. In Hatfield, PA. Yes. Let me see if I could find that address. And you said it's new construction. Correct. OK, I'm not showing that listed in our system. Let me get you over to our new construction department and they would be able to help you with that. That's fine. Is there anything else I can help you with before I transfer you? Uh, no. But I hope will. Will I have to go through that 40 minute wait again? I'm not sure how long the line is for the new construction department. OK, can you try another address for me? Because on the second page. Uh, that I was just reading from it shows a hill St. Hatfield. I do have a Hill St. do you know what the lot number is? The lot number is lot OK, I do not have that listed either. So it's still going to have to go over to the new construction. I'm sorry. Alright, I will try and wait it out. Thank you. I'm sorry. Well, thanks for calling you. Have a great day. You too. Good afternoon. This is Valerie. How can I help you today? Uh, hi, Valerie. My name is Jim Kelly Kelly. Uh, I'm trying to get. Uh, our new home connected into my name for our electric. Alright, Jim, uh, do you happen to have the work order number? Work order number. I have no idea what. You were asking for. This. New construction. Yeah, it's a new construction. We just settled on it the 28th of December. So I. I have a. You use an occupancy number. Well, let me see if I can locate the work order number that would have been given to the builder. What is the address going to be, Jim? The address is Mason Rd. In Hatfield. GTA. What's the zip code? . See if I can locate it. So the builder just told you to call to get the bill in your name. That's about it. OK. No one's been able to find this yet. Peco can't find us. What's the builders name? Faulty CPU LTE. Faulty homes of PA. Well, I see a work order, but the name was Garrett Brown. Is he the? See one of the builders. What was the name? Garrett Brown. That sounds familiar with the G. I don't see any Gary. I see. A genie dot Parker. At polti.com. As a contractor. Yeah, Umm. How about Del Webb at North Penn? Yeah, no, we just, we had a work order in here that was completed already. Umm, the name on the work order was a Garrett Brown. So I don't know if this is for you. Let me take a look at the work order, see if I could see any other names on there. Was your meter installed, Jim? Ohh yeah. Do you have the meter number by any chance? I I do not. Just did you say a Justin Brown? PulteGroup. No, I have no brown listed on any of my paperwork. Do you have the meter number? Do you have access to the meter number that you can give me? Uh, where would it be on the meter? It would be right on the. It would be right on the front of the meter. It starts with the tree. Starts with A3. Yeah. OK, well, let me put my coat on. You take your time. Be careful because the weather's not good today. No, it's it's not the best to be out there. OK, are you there? I'm here. Umm, I have. There are three different meters here. Do you know which one service is? You're home. I do not, but I can read off 1 number at a time and we can see if you have it listed. Well, here's here's what happens with new construction. When the builder calls for new construction, we give him a work order number. I was able to pull up a work order number, but it was in that name that I gave you. That Garrett brown. OK. Umm, so I'm going to give you this work order number and you're going to need to check with the builder to make sure that this is the correct work order. You have a pencil and paper when you get back in. Yeah, take your time. I'm still outside. I'm just taking a picture of the three meters. Yeah. So I can walk inside and not stand in the rain. You take your time. OK, I'm back inside now. Is Gary. Yeah, Umm. The caller for the work order was a Garret brown. Barrett brown. The work order number is ****. OK, Garrett Brown and the number is ****. You got it, you got it. Now this work order has a meter, a meter number attached to it, which I can give you as well to make sure that this is for you. And the meter number is 30. ****************Yes, if that is the correct work order and. Correct meter number then you want to call us back? And we can get all your information. Well, that's one of the three meters. Yeah, yeah. But we have, yeah, I, I want to make sure because we have the responsible ratepayer as this Garrett Brown. So I want to make sure this is the right one. So I would double check with the builder to see. If I'm going to have to because. Right, because there are it's it's like a triplex. Yeah, one. Has the three meters on it for the electricity and our house has the three gas meters on the outside. Right, right. So this could be one of our two neighbors that already had this. Exactly. And we want to make sure that you're getting the right one because you don't want to be getting billed for some something that you shouldn't. That sounds fair to. Me right. Now do you have our contractor services toll free number for when you call back? I can give you that if you don't have it. I do not. I was on wait. For I know we're. A long way busy. Today, I know. I'm sorry about that. OK, hold on. Yes, can you go with that number now? Absolutely, it's ************60. 1. . Yes. ********. You got it. Now you do have power. Is that correct? OK, well that's good. So here's what I'm going to tell you. Instead of you calling, if you get in touch with the builder today and you have to call us back today is is actually our Monday because we were closed yesterday. So it's extremely busy. So I would tell you call back tomorrow morning, we open at 8:00 o'clock, you'll be able to get through. Yeah, and then that way they pay for my electricity longer. That sounds even better. Yeah, exactly. Wanna give us the right information to get it transferred? Exactly, exactly, I hear. You, yeah, I put the blame on them. I'm trying to do the right thing, but. OK. So I have that and I will call back when I get the builder to respond to something. 3:00 o'clock, you are quite welcome. Take care. Bye, bye. OK. Bye, bye." "Hello. Good day. Cortana speaking. How can I help? You today? Hi Umm, I need you to turn on a Umm electric service. Sure. Umm. Can I have your account number please? Well, I have several account numbers, but this is for a new service so it's not one of my current account numbers. Listen. OK, Sir, please. Hold while I transfer. Your call to start service. One moment. Good morning. Thanks for calling PPL. This is Mark speaking. How may I help you? Hi Umm, I needed to turn on an electrical service please. OK. I can certainly assist here which is certain service. Do you have any active service or any through PPL that would also need to stop? No, I I have several accounts that are open, but uh, I'm not closing anything. I'm just turning on an additional unit. Alright, perfect. Then just one second here. And if I may, I get your name. Benjamin D like in David AICHES. Alright. And is it going into your name then? Yes. OK. And what address is that for? UH-107 old dairy lane. And that's in Pocono Pines, PA. Uh, it should be uh, uh, there's there's 5 meters there. There should be 1 unit that's off. I believe it's Unit You could just confirm that that's the one that's off. OK. Yep. Yeah, just a moment. Indeed, 102 is the one that's off. OK, great. Alright. Now uh, we do have that rated as a residential property. Would that be used then as a residence versus say like full time business? You have to reference. For me, OK, alright. Then what date did we need to go ahead and start that effectiveness? Uh, if you could turn it on right away. So if I can guarantee it would be tomorrow, but that said, we're usually able to push it through. I'll circle back once I'm able to. It's a it's all them an issue. Umm. And Umm. But this just be a rental unit then for you. Right. Yeah. It's just an apartment rental, yeah. OK, alright. And does the home have electric heat as the main heating source? Correct, yes. OK. We have any mail that we need to send out to you. May we send it to the same address or would you have a different mailing? Umm no. I have a post office box. Can you pull all my information from my current accounts or do you need me to give you every? Unfortunately, our, uh, our our, our industry is so highly regulated. There's a lot of information I have to confirm. OK, no problem. Umm. So we're sending it to PO Box And that's in Lawrence, NY. . OK, perfect. Thank you. Just a second here. Yeah, this uh, it shouldn't get any mail going to that. To the apartment. OK. Alright. And then if I could just have you confirm the last four digits of your social? OK, great. And is there a good telephone number we could reach you at? ********. Uh, now, are you an authorized user of that telephone number and do we have your consent to contact them? Yeah, that's my cell. OK. Alright, and then I did pull in an e-mail address from the other account. If I could just have you verify that though. *****************************. Perfect. All right. Well, the good news is we would not require any type of security deposit or identification, so no worries with either. Do you have just a couple more things though. Now as a PPL customer, you would be entitled to certain programs and alerts. There are two alerts that we would typically start a new account on. The first one would be an outage alert if there ever was any loss of power. We'd go ahead, notify you as well as send you updates. Second one would be a bill to reminder. One week prior to the bill being due, if it wasn't paid, we just send out notification. This is a free service. Would you want to set you up on to these alerts? How do they work by e-mail? Uh, we could send it either through e-mail or uh, text. You could send emails and text. E-mail. Alright. And uh, would you like a regular paper bill or is paperless billing OK? Naperville, please. Paper, OK. And any interest going on to an automatic bill payment whereupon the due date it would just draft out of your bank account each month? No. OK, no worries. We do have an e-mail coming out to you. This e-mail, it will include an activation link. If you go ahead and click on that, it will let you set up an online profile so in the future you could make any of these changes remotely. Well, can you just add this account into my? I have all these accounts in my online portal already. I have several accounts here. That if you already have an online portal, uh, what will happen is once you click that link, it will associate this to the portal. So when you go in you could choose which account you want to view. Then Umm, if you have a pen and paper handy, I do have a new account number here for you. If not, it will be in the e-mail as well. Yeah, I just got an e-mail. Let me just see what I got here. New service requested account number I got. OK. Umm. Sadness. So what? I could go to account. Correct. Yep, it's there. OK, perfect. Yep, and then uh, I know you had mentioned putting this on as soon as possible. I can submit the signal through to. Kick it on today. Once I submit the signal, the power should be back on no later than three hours from now. That really is the worst case scenario. 99% of the time it's usually back on within the next 5-10 minutes. Is that OK though? Just want to make sure you don't have like a refrigerator door propped open or any concerns like. That. OK. All right then. Uh, indeed, I have that submitted through. Just to recap, we're starting service for the 107 old dairy lane apt 102 in Pocono Pines. It's effective for today and uh with that satisfy your concerns fine. That's perfect. Thank you very much. You're most welcome. Uh. Oh, actually, there was one other thing I did need to mention here to you. Uh, regarding the uh, electrical suppliers. You may have me skip this though if you want. At uh PPL electric utilities, our job is to deliver power safely and reliably to your home or business. But we don't own the power plants for about. Electricity is generated in Pennsylvania. You can choose the supplier that provides your electricity without impacting the quality of service we provide. We have a program called the standard offer program. Manager. Yeah, that works. I figure that's why you might have heard it. So I was trying to give the out, but yeah, otherwise indeed that's everything I have. Unless there was anything else I could help with. No, that's perfect. Thank you very much. Have a great day. You're most welcome. Thank you too. Take care. Bye."
Account Modifications & Updates	"Morning, my name is Janice. How can I help you today? Good morning. I'd like to ask you a question. I always pay my bill on my website. I wanna keep PPL for the last seven days. It still shows the same amount of money in the same wattage, so I don't know if you're having problems with your site. Uh, well, let me, let me bring up your account. Who am I speaking with? Hi, John puglisi. Thank you. And John, can you verify your service address for me? My wife. Your service address. I'm sorry, 724 Stony hollow Rd. In Pocono Lake. OK. Thank you very much. Yes, we are having an issue with the website. They are working on it right now and hopefully that should be corrected shortly. Umm, but yes, if they've been working on it for a little bit of time now to get that information back on the site so the customers can see it. OK, well that's all I wanted to know, and I want to make sure I wasn't going crazy. Alright, fine. Yeah, not not not a problem on your end. It's a problem on our end. Very understandable, OK. And John, I quickly also do want to let you know while I have you at PPL utilities, our job is to deliver power safely and reliably to your home or to your business. But we don't own the power plants for the electricity is generated in Pennsylvania. You can choose your supplier without impacting the quality of service that's provided to you by PPL. We do have the standard offer program and through this program you can save some money by enrolling with another electric generation supplier. Would you like to speak with someone for information on that? No, dear. I'd rather just stick with you guys. That's it. Alright, sounds good. Have I satisfied your concerns on what I could help you with here today? You would really great. Thank you very much. I appreciate. You're welcome. Have a good day. You too, Sir. Bye, bye." "Thank you for calling PPL. This is Kathy. How can I help you? Hi Kathy, this is Nancy Harry. I was trying to sign in to pay my bill. And it won't accept my password, which I have been using for several years. I did get a new computer so I don't know if that has something to do with it. And Umm, I asked for the reset. Umm. Password link to be sent to my e-mail and I'm not getting anything from you. OK, let me take a look at the account. Umm, what is the other name on your? Uh, Pat Harry, my husband. OK. And what is your service address? **Yale Ave. OK. And Nancy, what is your e-mail you that you use? *************. Perfect. Alright, so on your new computer. Do you know what the browser is you're using? Is it Google Chrome? Microsoft Edge? A different one? Chrome. OK, Chrome tends to give us a lot of problems. Umm, do you have a different browser you could try? As I have. It might be an icon for edge. Yeah. OK, let's try opening up Edge. OK, let. Me get. Let me get in there. And have. A uh, link to you set up there also, yeah, go ahead. Want me to sign? In OK. Yep, just. Yep, I want you to try & in and we'll see if that's solved the problem. Uh. I believe I did try this yesterday. No see, it still doesn't take it. I'm using my Umm. OK, not. E-mail address I'm using my ID. Which is PA. What is your ID? PAYNAH. OK. OK, that's fine, you can use either. Do you want me to send you a password reset link to see if this could solve the problem? Yes, please. OK, give it about 2 minutes. And then check your e-mail I sent you. Coming to NA you. Get both of them, click on the latest one. Well, it's gonna go to your yeah, to your e-mail. OK, I have it. So I can try it now. OK, click on the link. Well, you gotta reset your password. OK. OK, I did that. OK. Now I want you to stay on Microsoft Edge. You can put in your username or your e-mail and the new password. Let me let you. Let you log in. See my my. Uh. When I pressed the link, it took me to. It took me to Chrome. For the password. Ah, OK. Well, you could try Chrome. Let's see if updating the password worked. So we'll try it. Yeah, that's what I used for many years was Chrome. It was just on a different. OK, OK, right. As my password has been reset. My user name. OK. My user ID is PAYNAHI may sign in with either so now I'm going to sign in. Yep, cross our fingers. OK, so it's I gotta go over here to the sign in again. OK. Do you think that's what it was? For the new computer. Ohh see now it's still doesn't take it. Now let me know. No, it's. Yeah, it's not the new computers that do it. Umm. Yeah, go ahead and go open a new page. Yeah, and put in, put in your new password. Let's see if Edge lets you in. OK. Hang on a minute. Nope, still doesn't let me in. Alright, any ideas? Umm. Well, I haven't had any problems getting other people in today, so I'm trying to think of one other thing you could try. Umm, I would try it on edge, not on Google. Do you know how to clear out your browsing history? Uh, yeah, I think so. Should I do that on edge? Or on Google. Yeah, so go up. Umm, I would try edge. I I just think Google still will cause us problems. So if you go into Umm. Settings in your browser, if you know how to get that. Yep, clear out the history for at least seven days. I'm sorry, I'm I'm up on the three dots. Do I go to history now? No. On the three dots you go down to the settings. OK. And then what am I looking? For and then when that page opens up. Yeah, but that page opens up. You're looking for privacy and security. OK. And then? Once you get there, it'll have a link to clear it with for seven days. When the clearing browsing history is done. Clear Browsing data, browsing history. Download history. I don't need to do those other ones, just the browsing history, correct? No, you don't need to. No. Just clear the browsing history. OK, I did that. Now what? Go back and open a new. Now wait for it to say. Yep. Wait for it to say it's done and then once it's cleared. You're gonna open a new page for pplelectric.com. Mm-hmm. And then we're going to try & in. Nope, I'm not in. Ohh my goodness. I am wondering what is going on because. Everything is correct. Your e-mail is correct, your username is correct. You've updated your password. You cleared your browsing history. Use. Usually one of those three things will get you in. Can I? Ask you do you have a cell phone? Do you have a cell phone? Yes. Cause this gives me alright, this gives me. If you can log in on a cell phone, OK, that means it's not our website. That means it's something to do with your computer. I don't know how to clear anything else out on a computer. That would be causing interference. What so can we try it? I'm sorry, yeah. Corrupting you and way back to clear my browsing history. And did. Umm. It only said browsing for the last hour, so apparently I didn't choose the right thing. Now I. Have to go back and do. Yep, do seven days. So you're saying I will get a message that says when it's cleared? Umm, it should tell you on your screen. Yeah, it should give you a little pop up. That says browsing history cleared. Give it a minute or so. Because, you know, there might be a lot of history we don't know. What it has to clear? Out is turned off when you turn on sync, this data will be cleared across all sync devices to clear browsing data history from this device only. Sign out first. What is that mean sign out? Of this device of the new computer. Yeah. Well. I've never heard it tell that, but I mean if your computer is telling you. The only way to update it is you have to sign out of edge & back in. That's what it sounds like. Then the browsing history will be clear. I said do. You know how to sign out & in. Well, it just gave me a screen here to do it, so let me get my edge pad. Let me get me my Microsoft password. OK. Got it. Got it. Yeah, computers are funny, funny things. You know what they ask us for? When you sign out, this e-mail address will no longer be associated with your profile. Ohh, I don't like that. Ohh no no no no no. Let's just try to log in again. Now let's just try to log in again. Let's try it, because I don't. You should not. It should not be taking anything away. The only thing it takes away is the browsing history, which clears up space in your browser. So sometimes when there's not enough space, you can't log in. Hmm. So I'm just trying to figure out. What the issue is? It doesn't have anything. To do with the fact that my. Husband set up this account, but yet I'm the one who pays the bill, so I put up my e-mail. And. Yeah. Yeah, that's not a problem. But while you're waiting, what I want to try and do for an experiment, if you if you still cannot get on online after doing all this, I want to see if you could go on your phone and log in there. If it allows you to log in, that means it's not our website. So I'm trying to figure out. If we log in on the phone, if you can get in. OK, let me try to go there on the phone. Just do PPL electric. Yeah, just to see. Yeah, pplelectric.com. And then? You yeah. Find the sign in just like you would on a computer. OK. I'm starting. That's my new password. OK. OK. OK, so I'm in on my phone, so it's something with the. Computer. OK. Right. So what? Yeah, what? Well, you could try. Uh-huh, right. What I would do. This is what I would do. Don't worry about Microsoft Edge. I don't want you making any changes, you know to that. You could try going back to Google Chrome. Go back into clearing the browsing history for seven days. And then open a new page for PPL and try and log in again. That's my suggestion, because usually clearing browsing history will clear everything out so that customers can log back in again OK. OK. I'm going to go ahead and pay the bill on my phone though, so I don't have to worry about that. Let me see if it's. There you go. Perfect, normal. And that thing here that I do choose choose the bank. Yes, payment date today, payment amount submit. OK, I got the bill pay. That's the important thing. I'll try logging on to Chrome when I get a chance, and maybe I'll have to pay this on my, uh, phone until I get this computer straightened out. I I'm thinking. Right. My husband and I share. Some. So maybe I never put the Microsoft profile in for myself, and maybe that's giving me some sort of. Security error. I don't. Know just. Well, thank you very much for your help. Well, at least you at least you've got in. You're very welcome. Have I satisfied your concerns today? Yes, ma'am. Thank you so much. Alright, great. You have a great day. OK. Bye. Alright, bye, bye. Bye, bye." "Hello, my name is Tamika. May I have your first and last name, please? Valerie, let's go. You said Valerie. Yes. OK, whose name on the account you calling in reference to Valerie Mine? What is your account number or phone number associated with your account? My phone number is ********. What is your address? 115 Broad Street, Homesdale, Pennsylvania . Thank you and how may I help you today I'm having trouble with your website. I was wondering if you. Knew that or, Umm, if it's going to be fixed? What problem are you getting ma'am? I can sign in but none of the daily usage or the estimate daily balance or my actually my payment is going to be due. None of it is is updating every day like it usually is. And it's been that way for like a week. Alright, so you're needing help with Umm. OK. I have to get you to a specialist that can assist you with that, ma'am. OK. OK. Just having your online access problem. OK. Please hold. OK. Alright. And you understand that I'll be transferring you, Miss Valerie, yes. All right, please hold. Thank you for calling PPL. My name is Rebecca. How may I help you? Hi I'm having trouble with your website. I didn't know whether you were having an issue. Or if it's just me. OK, may I have your name as well as your address, ma'am? Valerie and my address is 115 Broad Street, Honesdale, Pennsylvania, . OK, if you're having trouble, what's the trouble that you're getting into? Well, I can sign in and I checked daily on my usage to date and my average daily cost and all that and it hasn't updated for like a week now. And my. My bill is due at like my statement ends at the end of the month, so I should have my amount due for January. But nothing has updated for like a week. OK. OK, if you don't mind, give me a moment. Now, are you looking at the bill today in regards to that, I'm looking at my account summary. On the website. Yeah, the bill today, yeah, the bill today is been at . It's been that way for a week. It hasn't changed. Usually my average daily cost changes. None of that's changed in a few days. And like I said, I'm coming to the end of the month and I I think I'm it should have my monthly amount. For next for my payment. OK, now I can tell you. Umm, now I can tell you. We've been having some issues with our meters, which is probably why you see the same amount. OK, Umm, there's been some situations, especially since after the storm. Or our meters would sometimes not give us information for certain days, OK. If I look at your usage history. For the bill, Umm, yeah, there was a gap of time that we didn't receive any. Information from the meters. OK, do you know for your, Umm, bill, which is why I kind of stayed the same. OK, do you know when it'll be updated? Will I still be able to get my? Billing amount. Because I should have that by now or do I have to wait for my nothing? Should I wait till I get my bill? We haven't. We have a major bill yet, which is why you didn't. Yeah. We have not made a bill yet for you. OK. OK. So we haven't even made the bill yet. But the reason why you didn't see anything change is because of that issue with the meters. Do you know when that will be resolved? OK. I can't really say when that will be resolved because they don't really tell. Umm. I can't really see when it will be resolved because this has been an issue with multiple accounts that we have. I do know the bill that may be that may be coming out. No, no, no, no. We've been having issues, Umm, with especially with our meters. Umm. As far as the bill, they may end up looking like an estimate bill, because we can only charge you for what we the usage that we were sent. But there were some days that were missing, which is why it would be marked as an estimate bill. OK, so it'll appear on right now. The charges that you do see is based off the usage. Yeah. So as far as the bill, the amount that you do see, the **, that's based off the usage that was given to us by the meter. Again, there was a small gap of no usage being delivered to us, which is why. Umm, you still see it as that amount. OK, so will I be billed that way and then it will be corrected when the meter issue is corrected? I mean, will it? Appear in next month's bill? Correct. So we would only bill you what we have, OK, we would bill you what we have as far as your usage and then we'll just it'll be marked as an estimate because we don't have the whole usage for that billing period, OK. And then once we have that adjusted for the for our meters, we would send the correct bill. So you're going to be able to go back on the meters and try to retrieve the the meter readings. Yes. So The thing is the meter has still been keeping track of your activity. It just hasn't been sending us that activity. I gotcha. OK. So it keeps track of what's going on in your home. It's just it didn't send us that activity. So we have to go to it and address it. Do they have to come and check every meter or is it just a computer thing? I can't really say. I can't tell if it's a meter thing or a computer thing. OK, Umm, I can't really determine what that is. Uh, whether it's one or the other. If it is a meter thing, the meters are located outside the building, so we would only have to go inside for anything. We would just go to our meter to address it if it has to be towards the meter and we would send you a letter or something like that. Umm. If we had to go to the meter, Umm. In regards to this, alright well thank you for your help and I'll just wait for it to be resolved. And I do apologise for that ma'am. No problem. You have a good day. You're welcome. And just to reiterate what we discussed, uh, the bill today issue is mostly in regards to us, it's not really just, it's not really you in regards to this if you were having issues with our meters which is why that amount change. Next bill would most likely be an estimate bill, OK. She will send you the correct amount. Alright. Thank you very much. There are satisfy your concerns, yes. Thank you. You have a good day. Bye now. OK. Thank you. Bye, bye. Invite PPL customer."
Billing Enquiries	"Thank you for calling PPL. My name is Luana. How may I help you today? Hello Louanne Umm, I was just calling about Umm, we need to live. We used to live at 160 and mechanic St. Reinholds and I paid the last PPL bill for that but they sent me a letter saying. That I need, uh, still balance on that. That residence yet? OK Sir. OK, look what I need you to do. OK. Yes Sir. Unfortunately the billing department is closed. They closed at 5:00 o'clock. So you need to call back between the hours of 8:00 AM to 5:00 PM and speak to the billing about the final bill that you received. So that you said you know that you paid it off, so you have. To call back because I got the check in my bank account already, so. I just want. I just want to verify that that I don't. That way I don't pay double on a on a. On a link. OK. OK. Thanks a lot. I just thought I'd check. Yes, thank. You, Sir. Thank you, Sir. You have a good." "Thank you for contacting PPL. You're currently speaking with Justin. How may I be of assistance today? Hello. Hello. Yeah, hi. Can you hear me? Uh, yes, better now. Yes, can you hear me? Yes, better. Yes, you're currently speaking with Justin. How may I be of assistance today? Umm, hi, I'm uh, calling. This is actually my third time calling because, uh, I haven't received a bill this month. Umm. So I'm probably not the regular caller. Umm. But uh, I'm glad. Glad I finally got through to something. I do apologize for that inconvenience. We do receive a lot of customers calling in. That may be one of the reasons why. So just to confirm, you said you did not receive your bill for this month and do you mean this, the month of December? Yes. Alright, I can definitely get into your account and take a look and find out why that Bill was not delivered to you. But before I do so, may I verify some information? Alright. Can you provide me with your first and last name please, David Seifert? Alright. And can you confirm for me your service address? **Richlandtown Pike, coopersburg, PA . All right. Thank you. And. Just to confirm, sorry. The bill on December was not received and did you receive one for November? Uh, yes. Alright, so I do see here that. On our system, sorry, the bill that you have currently due. Is for January the 17th. Did you receive the bill regarding this? No. And so if it's, if it's not due until the 17th, it's possible that it was just recently sent. That is correct. Would you like to have the amount, the balance on that bill? Uh, yes, I'd like the balance and also the date that it was sent. Alright. So the balance, Are you ready for that? Alright, the balance is $249.41. OK. We together. 248 and this is due on. Sorry, uh, $249.41. Correct. Yes, that is correct. OK. And it's due on January, this bill is. Yes, that is correct. The 17th of January. OK. And when was it sent? Alright, give me one moment while I find that out for you. So I do see here the date that the bill was generated and possibly sent was on the 27th of December. OK, so there is a reasonable possibility may show up uh in the next day or so. There is. However, I do believe that there was an issue with some customers not receiving bills in the month of December. I can definitely transfer you over to our billing department to see to receive further information regarding that if it's something you'd be interested in or. You can. Hey, sorry. Or you can. Hope that it will. It arrives in the within a few days. Yeah, well, you can. You can go ahead and send me over there and uh. Umm. Rather find out. Alright, so just to confirm. You would like to be transferred over to our billing department for further assistance on why you did not receive that bill. Yes. Is that correct? Yes. Alright. And. Just to confirm, I have provided you with the. Account sorry, your bill amount due of $249.41 due on January the 17th, was that correct? Alright. Define your concerns regarding this account balance today. Uh, yes, other than the system delays it. I've been online for about 34 minutes so far, so, Umm, I know that's not your fault, but it is P&L's issue. Yes, I do apologize for that inconvenience. Again, sorry. So. But thank you. Just to confirm, I will be transferring you over to our billing department now. Thank you. Thank you for being invalid PR customer and you have an enjoyable day and happy New Year to you. Thank you. You too. Hi, thank you for calling PPL Electric. My name is Johnny. How can I help you? Hi. Hello. Hello. I'm here there is a bit of a delay on the line, so I apologize if my responses are a bit bit late. OK, I'll make sure I. Try to slow down if I when I speak. So uh, I am uh. Just trying to, uh figure out what happened with my bill and then find out the amount that I have to pay and. Umm. I didn't receive a bill, but I am. I spoke to one representative a while ago who, uh, gave me my balance. Umm, and it's seems that the bills may have overall been. Delayed or been that there may have been a problem with them and I. They said I had to go to your group to determine if my bill was affected. So that is correct and I will actually be more than happy to go over this with you. Can I just have your first and last name and service address and I'll take a look. David Seifert. Richlandtown Pike, coopersburg, PA . Alrighty, thank you very much for confirming this information. So yes, so we have a balance here, Dubai, January 17. So this is actually an estimated bill. So it's not an actual reading. So there was a mass meter reading issue that affected a lot of different billing groups and your group was definitely one of those affected. So because the meter was not able to be read properly, that's why for the month of December, you and a lot of others received an estimated bill instead. Uh, OK, which I have not. I have yet to receive. OK. But the the PPL this is supposed to be sent on December 27th. M. It might be backed up of course, due to the holidays, so I will send you out another bill. It and it's it's entirely possible that it'll show up. In the next day or so. Uh. And I would say that, uh, you know, I'll give you a call. Yes, it definitely can, but. Umm, it just takes too long. P&L is not set up for uh, apparently for the number of calls they're receiving right now. When I look at my phone, I've been uh on hold and doing other things. I'm on my 57th minute now. So it's a completely unacceptable and I'm not blaming you personally, but the the the system is is. Is not working real well right now. That you have to wait this long. I waited, you know, maybe, and I completely understand that, but I do appreciate your patience at least. And I'm just trying to pay my bill. Very few people would be willing to hang in there that long to make a payment, uh, or to find out how much they have to pay. I was getting ready to just, you know, look at my December bill from last year, which I have in front of me, which was $basically and just, you know, increase that by maybe pay 2. 40 or something. I was going 250 as far as because everything's more expensive, but. Umm, anyways, OK, so, uh yeah, I'm. I'm fine standing by. I think I you know, if the system shows it was sent out on the 27th with the holiday, chances are I'll see it here soon. Umm. And I suspect that they're working to resolve the meter reading issue. Yes, this will actually it should be corrected within the next billing cycle. So then with the next bill you should receive an actual meter reading instead of an estimated. So of course we were able to identify that this month is estimated, will be corrected. But have I satisfied your concerns by explaining what happened with this month? Yes. Yes, you have and I don't think I have any other you. You were all set then. Very good. Thank you very. But you can always view and manage your bill online at pplelectric.com, just in case if you're not receiving regular proper bills as normal. But again, thank you for being a valued PPL customer and I do hope you enjoy the rest of your day. Uh, thanks. And I uh, so regarding the online thing, I've never set up an account or anything. So when I went on, I was hoping with my, you know, name, address, phone number, something, account number, prior bills or something, I could meter number all the information that I have access to I could. See what my bill would be? But I have to set up a, you know, an account and a password and all that, and I've never done that and don't really have any interest in doing it. Umm, so. It uh, yeah, that that is a possibility, but it's not something that I'm particularly interested in. Umm. You know, setting up an account online. No problem, I understand that. Umm, very good. Well, happy New Year to you and thank you for the information. Alrighty then. You as well. I hope you enjoy the rest of your day. Alright. You too. Thank you. Bye bye." "Hello, your utility. This is Jennifer speaking. How may I assist you? Good morning, Jennifer. Finally I get a hold of somebody. Ohh dear lady, let me tell you well how happy New Year to start with. But. Let me hear you. Thank you. Our utility. Whether you want to call it talent, energy or PPL, whatever. Decided to. Uh, estimate my bill this month and I think it's happened before and I never noticed it till I talked to some other people. And they estimated my bill at $614.16. Which is quite a bit higher than the previous two months. Umm, double of. Let me see. Of uh, December and more than double. Of November. Uh, this is not acceptable. I am on disability. I have a fixed income and estimating the bill that, you know, that would be like. That's just not right. I don't care if our government says it's legal or not. It is just not right. So I do have some more information about that, bill. Let me confirm some account information and then we can further review that. Okie dokie, Darren. And I know it's not you. You you work for the company. But. Boy, oh boy. I I do understand your concern with it being so high. Umm. Let's get into the account. So what is your first and last name? My name is Matthew Barwick. And then what's the service address for the account? 446 Shinney Valley Rd. shickshinny, PA . I have the account number right here. And the meter number? OK, you can confirm that. The account number. DASH . OK. And then one more thing, Matthew, what is the primary phone number for your account? ********. OK. I do believe we're looking at the correct account now. So let me pull up the bill. So it does seem that your bill. Is part of a few different meter groups. Who are either experiencing a billing delay? Or they are getting an estimated bill. Made it through. The issue and it is being corrected. It is being corrected right now. We are aware of it, so there's nothing that you have to do to follow up with this. It will be corrected by the next billing, Umm, redate. So the next bill that you receive will have the actual usage there. What we're doing right now to assist customers who are getting these higher bills is we are adding a grace. To the account to protect it until the next meter read. And you are able to process a partial payment closer to what you feel that the regular bill would be? That way, Umm, any credit that you overpay would go back on the account, of course, towards the next bill. And Umm, until the correction is made. So I do apologize for that, Sir. Oh, that's fine. I I know it's not your fault. I know it's something with the company. You know, the companies, they keep getting raises on their utility costs. And you know what? I I don't it probably it to to it does it. But you know what they're, they're building these buildings and they're doing this stuff to make this fake money Bitcoin and whatnot. Right, which burns energy which? Makes pollution. They're burning the energy that they're charging us for. And I think that's part of why their rates are going up, because they want. They don't want to pay for the stuff they're making. They want us to pay for it. I'll tell you, this country needs help. The rich get richer and the poor just keep getting pounded on and this fake money that they are involved with making over there, putting all these buildings in and running computers full bore, 24 hours, seven days a week, supposedly to mine for money. It's it's it's it's just era era I can't. Boy, I'd love to be on a board meeting and talk to these people, along with about 100 million other Americans. Yes, Sir. Umm, I can't get into it, but I definitely understand your concern with that one. Umm, just, you know, the cost of everything increasing and then all of the yeah, we need some help, but Umm, yes, Sir. We sure do. It's terrible. Umm, so. Oh what I'm willing to do I guess since you say make a partial payment, so should I send in like I could send in the same as what last month was? Because I actually have cut down on some energy. Use. That would work. It's probably the smartest thing in especially if you've cut down then if you end up overpaying by you know, making the same payment when we when you get the actual reading, which would be with next month's bill, again it's going to, it's going to go as a credit against that amount. OK. Because I don't want to end up with a double bill that that will just be just as bad and just as hard. OK, so. Just make out my bill like I usually do, but make it out for my billing amount for the last month. That'll be OK. Yes, you could do that. OK. And I won't get the actual reading meter and so on until with the next bill. Yes, your next meter reading is on January 20th. That's when we're gonna read the meter again and that's when the billing, Umm, the new bill should be generated and that updated information should be on that bill. Uh, all right. I'm writing something down. Well, thank you there. You've been helpful. I appreciate you. I appreciate you listening to my. Concerns. I don't know. Get rid of this bite in the ministration. Trump isn't a good, decent man. But at least we weren't getting hammered to death like we are now. But it is what it is for. Now we got to accept. It. Yeah, Umm, we have been going through quite a few changes as far as the country. Hopefully we can, you know. Ohh, we hope it can get better. In the future. Why it's getting yeah. It's you have one more question, Matthew. Yes, dear. It's just answering yes or no? Well, actually there's two things and I'll be quick. Umm, there's a notification for standard offer and it's here because you do have PPL as your supplier. Have you heard of standard all? Uh, not today, no of. What is that? OK, I do want to go over it. Just so you can decide if it's something that you want to review. I have here at PPL electric utilities. Our job is to deliver power safely and reliably to your home or business. But we don't own the power plants where the electricity is generated. You can choose the supplier that provides your electricity. Without impacting the quality of the service that we provide, we do have a program called the standard offer program and through the program you may be able to save money by enrolling with an electric generation supplier. So standard offer would help you select the supplier and go and enroll for one year at a rate that's lower than the price that you're paying now with PPL. It's a lock in rate so it doesn't change up on you throughout the year. It does protect you from any increase or change that we're going to have on June 1st because we do review twice a year. So that would be one of the benefits to that and Umm. If you're not big on shopping. It's a good option as far as you know, just saving a little. OK, well, I'm not a big Internet user really at all or anything like that, so that's part of that problem. With me? You know, to shop for it. Uh. Like you said. I mean, I do what I gotta do if I can somehow get a better rate. I was with Eligo energy for a while and then all of a sudden my term ended and they didn't notify me and it went through the roof. So I do want to go ahead and say that is something that you would have to look for with standard offer as well towards the end of the contract. And you usually get those type of situations towards the end of the contract when it's over, whatever terms that you agreed to are no longer, you know, valid or active. So if you don't check it and either make a new decision and enroll or. You know, shop again or just return to PPL, then you are going to get. Whatever rate that the supplier is updating to. Right, I get that. Yeah, check it at the end of the year. Then you would be OK. Yeah, well, that was a three-year thing and it's like. The standard offer. Oh, what was that there? I could get you to a standard offer agent and they can go over some numbers with you and some more information. Umm, I guess I'll try that. Umm, I have another question. Umm. My brother, he was living here in a camper and he just got a mobile home next door. Uh, would it be possible? Because the landlord needs us to get the power out of his name and into my brother's name. Would I be able to do that for him? Yes you can cook. You can request the connection for him. Now as far as the information and under the account, like his ID and stuff, he's still gonna have to verify that Umm by faxing that over. But yes, you can request the connection for him. OK, well here's another question then. What time is the office open till that he could speak to someone to do it himself? Because he works, he doesn't get home. About 5:00 o'clock. So that may be an issue. We're looking for 8:00 in the morning until five in the evening and that's when, yeah, start service will be available. Now if he has access to the Internet, you can always do the request online. It just takes a few minutes. Right. Because my wife and I handle his finances and stuff. He's a veteran and he's been homeless twice. So he has extenuating circumstances and that's why I have all his information, the birth date, Social Security number, all that stuff. So that her and I can take care of things for him because he he just isn't good at these things. I understand so. You could. You could request the connection for him and then Umm. Once that's already set up in, you can just, you know, assist him with faxing over the ID and information. That. Should complete the connection request. OK. But you would need to speak to start service. OK. Well, I'll have to get to that after I'm done with this. Of course, when I call back, I'm going to be on that 30 to 40 minute wait call again. Well, okie. Dokie, we do apologize for that. There's been. Umm. A lot of calls, but. Thank you. I'm sure there has been with them estimating people's bills. I mean, we had one cold snap, so it isn't like, uh, furnaces are running like crazy and stuff. They just, uh, yeah, what it is, it is. But OK, Umm, do you want to transfer me to this standard offer people? Agent. Yes, I am going to get you the standard offer and then Umm once you are done, if you still want to, you know, finish up with the start service, just tell them hey connect me to start service. They can easily get you there as well. Umm. That you have satisfied your concerns regarding reviewing your your estimated bill and amount and explaining that. Yes, yes you have, dear. You've been very kind, very helpful, and I thank you so much. God bless you, dear. I know some people are not very nice when they call. Thank you. Bless you for putting up with it. Yes, so. It is nice when I get an understanding person like yourself on the phone. It does help a lot. So I do thank you very very much. Umm, hold on for me one moment. I am going to get you the standard offer now. I do thank you for being a valued customer and you have a wonderful rest of your day and happy New Year again. You too, dear. Thank you. My goodness. My name is Tyler. It's my understanding that you're interested in the standard offer program and you're looking to enroll the supplier. Is that correct? Well, I'm trying to find a better rate on my electric through some sort of standard offer stuff. Yeah, I can definitely help you with that today. You can call the right place. Can I have your name and account number please? My name is Matthew Barwick and my account number is Dash . OK. Thank you so much for that, Matthew. Give me one moment while I pull up your account. So I could tell you more about the standard offer program and we can go from there. Does that sound good? Yeah, yeah. I need to know what's going on, what I can do, because. Uh, PPL is killing me while telling PPL, whoever the powers that be, they estimated my bill again this past month and it's ridiculous how much they raised it and they keep getting raises. So I gotta do something. I'm on disability. I'm a handicapped individual and I only have a fixed income. Yeah, I definitely understand your frustration. So I will tell you about the discount that we offer with the standard offer program. So PPL electric is responsible for delivering your electric. The actual generation of the electric receives can be provided by PPL electric, called default service, or a participating supplier of your choice. The standard offer program applies to the cost of your electricity supply only. Through the standard offer program, you'll receive your power supply from an electric generation supplier at a fixed price of 13.589 for one year. That's a 7% discount off today's price. To compare, if you enroll in the standard offer program, we'll randomly select the supplier in our program, or you can choose a supplier for yourself during the 12 month term in the program. You can withdraw from the program at any time without penalty and select a different supplier. Or you can enroll in PPL's default service. If you enroll in the program, PPL remains your utility company and were responsible for supporting all of your billing and service needs. You'll continue to receive only one bill from PPL. So would you like me to enroll you with the supplier to receive the standard offer? Well, I gotta ask you, what's this default something that you said about? So the default service is the service that PPL electric provides when you don't have a supplier. So it's the automatic like the last resort service. Umm, you know if you don't enroll the supplier then you automatically go with the default service and the default service is at the price to compare, so. Right. Now let me see. Right now you have. The default service, and that's at the price to compare. As of December 1st, the price to compare changed and it went to 14.So with the standard offer program, you will be receiving a 7% discount off of that price to compare, which is what you're paying currently. Uh, I'm just writing that down 7% discount off what I'm paying right now because I'm paying 14 something, something, something right now. Yeah, right now you're paying 14.612 as of December 1st. OK. So a little bit of a discount and I guess that's like the the best deal going. That's currently the best deal that we offer is at 7% discount. We definitely encourage you to visit papowerswitch.com to compare prices of other suppliers to make sure that you're getting the best rate for you, for you. OK. Well, that's something my wife would have to do because I'm not an Internet user. Umm, well, I guess I like to switch to this if I can. Now, do they estimate bills or do they read your meter and bill you? Umm so the supplier, because of the one who Umm PPL, will still be responsible for all of your billing and your service needs. So you're not going to get a separate bill. You'll still only receive that one bill from PPL and that this change will be reflected on your bill. So this would be the only step that you have to take for the next 12 months Umm to receive the 7% discount. OK. And you're not going to get a separate bill. It'll all go through PPL. OK, well, I guess let's do it. Something's better than nothing. And with the way this is with me being you don't have a program for people stuck on fixed incomes, do you? Disabled individuals. Umm. I I would have to look into that for you. OK, you enroll, I can definitely help you. Umm get to someone who could help you with that. Alright. OK. So. Umm, if you enroll in the standard offer program, we're randomly supposed to supply your in our program. Or you can choose the supplier for yourself during the 12 month term of the program. You can withdraw from the program at any time without penalty and select a different supplier. Or you can enroll in PPL's default service. If you were enrolled in the program, PPL remains your utility company and were responsible for supporting all of your billing and service needs. You'll continue to receive only one bill from PPL. OK, well, let's see. Changes on June 1st and December. Right. This default service you keep saying about. I am already in that, aren't I? I thought you said. That's correct. You are and the default service is. You are with the default service and so people's price to compare a changes on June 1st and December 1st of each year, right? The standard offer program price will not change during your 12 monthly bills, but the price to compare could be higher or lower than the standard offer price during the period when the price. Changes. So let's say in June the price to compare goes down to 7 cents, right? And you're currently paying with the standard offer program, you'd be paying 13.5 cents. And if it goes down in June, you have the option to withdraw from the program and go back to the default service at the price to compare. So you could be receiving the, Umm, you know, like the lowest rate. So we definitely encourage you to keep up with the prices that you're paying. And to keep up with the price to compare. Umm. During this time so that you are getting the best rate. Well, OK. Gotcha. And then you know, again, we encourage you to visit papowerswitch.com to compare prices and to see the current price to compare, right? So I'll set up your account for the standard offer rate. Would you like us to assign you a supplier or would you like to choose one for yourself? Why? I don't know that it really matters who the supplier is. Umm. I mean it would be great if we could go with like the. Yeah, you know what? I really want to get my own solar panel. That's what I want to do. I want to be. Yeah, friendly to the earth and free of these bills. Someday, maybe, God willing. I just don't understand. And then also you know no matter which supplier you choose or which supplier you end up assigning to. The price will be the same. It'll still be that fixed price of the 13.589 for one year, no matter which supplier you end up with today. Well, then you can just, you know, pick the supplier. I mean, I don't care if it's PPL, talent, whatever. I guess it really doesn't matter as long as I get the same price. No problem. So we can do that for you. You will receive information from your supplier to confirm your enrollment at the end of the standard offer program annual term if, supplier will send you renewal notices including terms and conditions. Please read the notices carefully. If you don't respond, the supplier can retain you with a new contract and a new price. Any supplier will be in touch with you over this. Select your supplier can cause affected easily due to give consent for PPL to share your phone number and e-mail address with your supplier. Yes. So to confirm, you are now enrolled in the standard offer program. A supplier will be assigned to you and you will receive information from them to confirm your enrollment. And then just a few notes before we wrap up, the rate will be paying for supply is 13.You can withdraw from the program at any time and select a different supplier or elect to receive the default service at the price to compare. OK, you won't be charged a cancellation fee, so to change suppliers, return to default service or For more information, visit pplelectric.com or contact PPL at 1-800-342-The standard offer program is for 12 months. You'll receive a notice at least 30 days before the expiration of the contract from your supplier. The supplier can keep you as a customer at a new price. If you don't respond to these notices at the end of the 12 months, you can stay with this wire and roll with another supplier, or enroll in PPL's default service at the price to compare. I encourage you to stay on top of the rate you're paying for supply, and to compare rates and offers often. You want to make sure it comfortable with the rate you're paying and the service you are receiving. So to confirm. You now enrolled in the standard offer program at a rate of 13.**And if you give me one moment, I could tell you who your new supplier is. Alright, thank you dear. Welcome. Sell your new supplier is Energy Plus Holdings. Energy plus. You can look out for something from them to, Umm, confirm your enrollment. OK. Energy. Write that down, I guess. OK. Hello and. Umm. Hello, yes, I'm here. Hi, can you hear me? Yes, I can hear you. Yes. So I can get you this, I can. I can get you to someone now who can help you with Umm questions about Umm, you know, the budget or Umm, something for fixed income with your bill. You know, I think right now, uh, I'll call back on that. I know one time I was on some sort of a thing and it was just so much every month, but then at the end of the contract they tried to tell me I owed a whole bunch more money. Umm, but I I'll follow up with that at another date. Umm. Thank you, dear. OK, no problem. Umm, yeah, of course. So that's all for today. You're all set. Uh, I hope you enjoy the rest of your day. I hope you enjoy the rest of your year in life, Darren. God bless you. Thank you. Thank you so much. You are very welcome, dear. Have a great. Day. Bye, bye."

Evaluation

Metrics

Label	Accuracy
all	0.5311

Uses

Direct Use for Inference

First install the SetFit library:

pip install setfit

Then you can load this model and run inference.

from setfit import SetFitModel

# Download from the 🤗 Hub
model = SetFitModel.from_pretrained("shaunck96/setfit_classification")
# Run inference
preds = model("Hello, hello, my name is Ashley. How may I help you today? How you doing Ashley? I just wanna, Umm, pay my bill. Umm, I wanted to pay with a credit card. I was trying to say credit card, but it would somehow wasn't picking up or registering with the automated system. OK, alright. So to use a debit or credit card you would actually have to pay it through our third party phone system, paymentus. I can provide you that number or I can transfer you over whichever you prefer. Well, uh, you can transfer me. I appreciate it. Uh, right before I get you connected, did you have any other questions at this time? No, thank you. Alright. Umm, I do want to thank you for speaking with me. Please hold for your transfer, OK? Thank you. You're welcome.")

Training Details

Training Set Metrics

Training set	Min	Median	Max
Word count	4	1300.3390	6331

Label	Training Sample Count
Billing Enquiries	5
Payment Management	5
Account Services	5
Programs & Plans	5
Outage Information & Support	5
Technical Support	5
Customer Support & Documentation	5
Service Requests & Management	5
Account Modifications & Updates	5
General Inquiries & Miscellaneous	5
Technical Issues & Infrastructure	5
Financial Assistance & Programs	4

Training Hyperparameters

batch_size: (8, 8)
num_epochs: (3, 3)
max_steps: -1
sampling_strategy: oversampling
body_learning_rate: (2e-05, 1e-05)
head_learning_rate: 0.01
loss: CosineSimilarityLoss
distance_metric: cosine_distance
margin: 0.25
end_to_end: False
use_amp: False
warmup_proportion: 0.1
seed: 42
eval_max_steps: -1
load_best_model_at_end: True

Training Results

Epoch	Step	Training Loss	Validation Loss
0.0025	1	0.2892	-
0.1253	50	0.172	-
0.2506	100	0.0285	-
0.3759	150	0.0167	-
0.5013	200	0.0085	-
0.6266	250	0.003	-
0.7519	300	0.0006	-
0.8772	350	0.0006	-
1.0	399	-	0.2361
1.0025	400	0.0002	-
1.1278	450	0.0004	-
1.2531	500	0.0002	-
1.3784	550	0.0003	-
1.5038	600	0.0001	-
1.6291	650	0.0009	-
1.7544	700	0.0003	-
1.8797	750	0.0004	-
2.0	798	-	0.2369
2.0050	800	0.0001	-
2.1303	850	0.0003	-
2.2556	900	0.0001	-
2.3810	950	0.0001	-
2.5063	1000	0.0003	-
2.6316	1050	0.0003	-
2.7569	1100	0.0001	-
2.8822	1150	0.0001	-
3.0	1197	-	0.2388

The bold row denotes the saved checkpoint.

Framework Versions

Python: 3.10.12
SetFit: 1.0.3
Sentence Transformers: 2.6.1
Transformers: 4.38.2
PyTorch: 2.2.1+cu121
Datasets: 2.18.0
Tokenizers: 0.15.2

Citation

BibTeX

@article{https://doi.org/10.48550/arxiv.2209.11055,
    doi = {10.48550/ARXIV.2209.11055},
    url = {https://arxiv.org/abs/2209.11055},
    author = {Tunstall, Lewis and Reimers, Nils and Jo, Unso Eun Seo and Bates, Luke and Korat, Daniel and Wasserblat, Moshe and Pereg, Oren},
    keywords = {Computation and Language (cs.CL), FOS: Computer and information sciences, FOS: Computer and information sciences},
    title = {Efficient Few-Shot Learning Without Prompts},
    publisher = {arXiv},
    year = {2022},
    copyright = {Creative Commons Attribution 4.0 International}
}

shaunck96
/

setfit_classification

SetFit with sentence-transformers/paraphrase-mpnet-base-v2

Model Details

Model Description

Model Sources

Model Labels

Evaluation

Metrics

Uses

Direct Use for Inference

Training Details

Training Set Metrics

Training Hyperparameters

Training Results

Framework Versions

Citation

BibTeX

Finetuned from

Evaluation results

SetFit with sentence-transformers/paraphrase-mpnet-base-v2

Model Details

Model Description

Model Sources

Model Labels

Evaluation

Metrics

Uses

Direct Use for Inference

Training Details

Training Set Metrics

Training Hyperparameters

Training Results

Framework Versions

Citation

BibTeX

Finetuned from sentence-transformers/paraphrase-mpnet-base-v2

Evaluation results

Finetuned from