Scene: Ana is at her kitchen table with her electric bill and her phone. She calls Edison’s customer service number to ask about the amount and the due date.
AUTOMATED SYSTEM: Thank you for calling Edison Electric. For English, press 1. Para español, oprima el dos.
Ana presses 1 on her phone.
AUTOMATED SYSTEM: Please enter or say your 10-digit account number.
Ana types in her account number from the top of the bill.
AUTOMATED SYSTEM: Thank you. Please hold while we connect you with a representative.
After a short wait, a person answers the call.
REPRESENTATIVE (JORDAN): Thank you for calling Edison Electric. This is Jordan speaking. How can I help you today?
CUSTOMER (ANA): Hi, Jordan. My name is Ana Silva. I’m calling about my electric bill. It seems higher than usual, and I want to make sure it’s correct.
REPRESENTATIVE (JORDAN): I’d be happy to look into that for you. Can you please confirm your full name and the service address?
CUSTOMER (ANA): Sure. My full name is Ana Maria Silva, and the address is 245 Oak Street, Apartment 3B.
REPRESENTATIVE (JORDAN): Thank you. One moment while I pull up your account… Okay, I see your account here. You’re calling about the bill that’s due on the 25th, correct?
CUSTOMER (ANA): Yes, that’s right. It says 186 dollars. Usually my bill is around 90 dollars.
REPRESENTATIVE (JORDAN): I understand your concern. Let me review your usage for this billing period and compare it to last month.
Jordan looks at the account on the computer.
REPRESENTATIVE (JORDAN): I see that your usage almost doubled this month, especially in the evenings. Did you add any new appliances or use more heating or air conditioning?
CUSTOMER (ANA): Yes, actually. My sister stayed with me for three weeks, and we used a portable heater in the bedroom. That might be it.
REPRESENTATIVE (JORDAN): That makes sense. Portable heaters can use a lot of electricity. The meter reading looks normal—there’s no sign of an error on our side.
CUSTOMER (ANA): Okay, I understand now. The problem is, I can’t pay the full amount by the 25th. Is there any way to make a payment plan?
REPRESENTATIVE (JORDAN): Yes, we can set up a payment arrangement. How much can you pay before the due date?
CUSTOMER (ANA): I can pay 100 dollars next week, and the rest after I get my paycheck next month.
REPRESENTATIVE (JORDAN): All right. I can split your balance into two payments. You’ll pay 100 dollars by the 25th, and the remaining 86 dollars by the 10th of next month. Does that work for you?
CUSTOMER (ANA): Yes, that would help a lot. Will my service be disconnected if I follow that plan?
REPRESENTATIVE (JORDAN): As long as you make both payments on time, your service will not be disconnected.
CUSTOMER (ANA): Great. How can I make the payments—online or by phone?
REPRESENTATIVE (JORDAN): You can pay online, by phone, or at one of our authorized payment locations. Many customers find the website or our mobile app easiest.
CUSTOMER (ANA): I’ll pay online then. Can you give me a confirmation number for this payment arrangement?
REPRESENTATIVE (JORDAN): Of course. Your arrangement confirmation number is A74-93K. I’ll also send a copy to your email on file.
CUSTOMER (ANA): Thank you. One last question—what can I do to lower my bill in the future?
REPRESENTATIVE (JORDAN): Good question. Try to unplug appliances you’re not using, use energy-efficient light bulbs, and set your heater or air conditioner a few degrees lower or higher. We also have a free home energy guide on our website.
CUSTOMER (ANA): I’ll check that out. You’ve been very helpful, Jordan. I appreciate your time.
REPRESENTATIVE (JORDAN): You’re welcome, Ms. Silva. Thank you for calling Edison Electric. Have a great day.
CUSTOMER (ANA): You too. Goodbye.
— THE END —