Scene: Late afternoon. Daniela sits at her kitchen table with her laptop and phone. She calls an internet company to start service at her new address.
AGENT (MATT): Thank you for calling BrightLine Internet. This is Matt. How can I help you today?
CUSTOMER (DANIELA): Hi, Matt. My name is Daniela Ruiz. I just moved, and I’d like to set up home internet service at my new apartment.
AGENT (MATT): I’d be happy to help with that. Can I have your new address, please?
CUSTOMER (DANIELA): Yes, it’s 981 Maple Avenue, Apartment 5C.
AGENT (MATT): Thank you. Let me check what services are available at that address… Okay, we can offer several internet plans there.
CUSTOMER (DANIELA): Great. I work from home and also take online classes, so I need something fast and reliable, but not too expensive.
AGENT (MATT): Understood. We have three main plans: Basic, Standard, and Premium. Basic is 100 megabits per second, Standard is 300, and Premium is 600. Do you have many devices at home?
CUSTOMER (DANIELA): I have a laptop, a tablet, and my phone. Sometimes my friend brings her laptop too.
AGENT (MATT): In that case, I recommend the Standard plan. It should be enough for video calls and streaming on a few devices at the same time.
CUSTOMER (DANIELA): Okay, how much is the Standard plan per month?
AGENT (MATT): The Standard plan is 65 dollars a month, plus tax. There’s no data limit, so you can use as much internet as you need.
CUSTOMER (DANIELA): That sounds reasonable. Is there a contract?
AGENT (MATT): You can choose a month-to-month plan with no contract, or a one-year agreement with a small discount. With the one-year agreement, the price is 60 dollars a month.
CUSTOMER (DANIELA): If I move before the year is over, is there a cancellation fee?
AGENT (MATT): Yes, the early termination fee is 120 dollars. If you think you might move soon, the month-to-month plan might be safer.
CUSTOMER (DANIELA): I’m not sure how long I’ll stay, so I’ll choose the month-to-month plan.
AGENT (MATT): No problem. Do you already have your own modem and router, or do you need to rent equipment from us?
CUSTOMER (DANIELA): I don’t have any equipment. What’s the difference between a modem and a router?
AGENT (MATT): Good question. The modem connects your home to our network. The router creates the Wi-Fi signal inside your apartment. We can provide a combined modem-router for 12 dollars a month, or you can buy your own later.
CUSTOMER (DANIELA): I’ll rent your modem-router for now. Can a technician come and install everything?
AGENT (MATT): Yes. There’s a one-time installation fee of 79 dollars. Our technician will bring the equipment, connect it, and test the signal.
CUSTOMER (DANIELA): Okay, that’s fine. When is the earliest appointment?
AGENT (MATT): I have an opening this Thursday between 8 and 10 a.m., or Friday between 1 and 3 p.m. Which time works better for you?
CUSTOMER (DANIELA): Thursday morning is good. I’ll be home.
AGENT (MATT): Great, I’ll schedule your installation for Thursday between 8 and 10 a.m. The technician will call you when he’s on the way.
CUSTOMER (DANIELA): Perfect. How much will my first bill be?
AGENT (MATT): Your first bill will include the monthly service, the equipment rental, and the installation fee. It will be about 156 dollars plus tax. After that, your monthly bill should be around 77 dollars plus tax.
CUSTOMER (DANIELA): All right, that helps. Can I pay online with a debit card?
AGENT (MATT): Yes, you can pay online, set up autopay, or mail a check. We’ll email you your account number and a link to create an online profile.
CUSTOMER (DANIELA): Great. I think that’s all my questions for now. Thank you for explaining everything so clearly.
AGENT (MATT): You’re very welcome, Ms. Ruiz. We look forward to providing your internet service. Have a wonderful day.
CUSTOMER (DANIELA): You too. Bye.
— THE END —