GENCARE CHAT- Billing KN Audit

2.

The Document that should be used for the previous question is DOC #

Explanation
The correct answer for the question is "DOC-11810,11810,https://community.t-mobile.com/docs/DOC-11810,DOC 11810". This answer provides the document number "DOC-11810", the numerical representation "11810", the URL "https://community.t-mobile.com/docs/DOC-11810", and the document number with a space "DOC 11810". These options all correspond to the document that should be used for the previous question.

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3.

Edwin chats in inquiring how his last bill will be like if he will cancel his account. They are receiving the MCSA discount from Walmart. Will this discount still apply on their final bill?

YES
NO

Correct Answer

A. NO

Explanation

The question asks whether the MCSA discount from Walmart will still apply to Edwin's final bill if he cancels his account. The correct answer is NO, indicating that the discount will not apply. This suggests that the MCSA discount is only applicable as long as Edwin maintains his account with Walmart.

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4.

The Document that should be used for the previous question is DOC #

Correct Answer
DOC-43798
43798
https://community.t-mobile.com/docs/DOC-43798
DOC 43798

Explanation
The correct answer for the question is "DOC-43798, 43798, https://community.t-mobile.com/docs/DOC-43798, DOC 43798". This answer provides the correct document number (DOC-43798) as well as alternative formats (43798, DOC 43798) that could be used to refer to the document. Additionally, it includes the correct URL (https://community.t-mobile.com/docs/DOC-43798) where the document can be accessed.

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5.

Ryan overpaid their last month’s bill. He chatted in to ask us on what will happen to the extra payment that was made. The Rep informed the customer that they need not to worry since the extra amount will automatically get deducted from their outstanding Equipment Credit Balance (ECB) from their EIP. Do you think this is an accurate advisement?

YES
NO

Correct Answer

A. NO

Explanation

The correct answer is NO because the representative informed the customer that the extra payment will be deducted from their outstanding Equipment Credit Balance (ECB) from their EIP. However, it is not accurate because the customer overpaid their bill, not their EIP. The extra payment should be refunded to the customer or applied towards their next bill, not deducted from their EIP balance.

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6.

The Document that should be used for the previous question is DOC #

Correct Answer
DOC-13044
13044
https://community.t-mobile.com/docs/DOC-13044
DOC 13044

Explanation
The correct answer for this question is "DOC-13044, 13044, https://community.t-mobile.com/docs/DOC-13044, DOC 13044". This answer includes the document number "DOC-13044" and its corresponding URL "https://community.t-mobile.com/docs/DOC-13044". The additional options "13044" and "DOC 13044" are also correct as they provide alternative formats for the document number.

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7.

The Document that should be used for the previous question is DOC #

Correct Answer
DOC-11952
11952
https://community.t-mobile.com/docs/DOC-11952
DOC 11952

Explanation
The correct answer is DOC-11952. This is the document number that should be used for the previous question. The other options provided in the answer are variations of the same document number. The link provided, "https://community.t-mobile.com/docs/DOC-11952," also corresponds to the same document.

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8.

Jotham set up the Proof of Payment (POP) or payment arrangement since the customer committed to settle the past due in 10 days and the rep said that they can pay that past due in more than one installment since it is not an with an FDP anyway. Did she do the right thing for the customer?

YES
NO

Correct Answer

A. YES

Explanation

Jotham did the right thing for the customer by setting up the Proof of Payment (POP) or payment arrangement. This allows the customer to settle the past due amount in multiple installments, making it more manageable for them. Additionally, since it is not a Financial Difficulty Plan (FDP), there are no specific restrictions on the number of installments allowed. Therefore, Jotham's decision to offer this option to the customer is a reasonable and helpful solution.

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9.

Neil is so frustrated with his last bill. He is disputing calls made to an international number. He is claiming that the receiver didn’t answer any of the calls that he made. It only rang but it was unanswered. You checked on the Billed Calls in Samson and all of which were calls made not more than 30 seconds. Should we then issue the credit for those charges?

A.Yes. Because if an outgoing call results unanswered, there should be no charge for the call.
B. No. Because if an international outgoing call rings but is unanswered, it is considered a connected call.
C. No. Because they may be credit-abusers

Correct Answer

A. B. No. Because if an international outgoing call rings but is unanswered, it is considered a connected call.

Explanation

The correct answer is b. No. Because if an international outgoing call rings but is unanswered, it is considered a connected call. In this scenario, Neil is disputing the charges for calls made to an international number. However, even though the calls were unanswered, they still rang, indicating that there was a connection established between the two parties. Therefore, according to the billing policy, these calls are considered connected calls and are subject to charges.

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10.

Hans is asking for the Activation Fee to be waived since he activated with one of our new plans. The CSR then adjusted the amount from the billed charges in Samson. What are the important things that we need to educate the customer on regarding the following month's billing statement?

A. The adjustment will appear on their next statement under Monthly Summary.
B. The adjustment was immediately applied and deducted from the previous amount due.
C. The Grand Total line of the statement is calculated by adding all the charges under Monthly Summary and subtracting the adjustment to provide the correct amount due.
D. All of the above.

Correct Answer

A. D. All of the above.

Explanation

The correct answer is d. All of the above. This means that all of the statements a, b, and c are true. The adjustment made to waive the Activation Fee will appear on the next billing statement under the Monthly Summary section. The adjustment was immediately applied and deducted from the previous amount due. The Grand Total line on the statement is calculated by adding all the charges under Monthly Summary and subtracting the adjustment, providing the correct amount due. Therefore, it is important to educate the customer on all of these points regarding the following month's billing statement.

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Gencare Chat- Billing Kn Audit

The Document that should be used for the previous question is DOC #

Quiz Preview

The Document that should be used for the previous question is DOC #

Edwin chats in inquiring how his last bill will be like if he will cancel his account. They are receiving the MCSA discount from Walmart. Will this discount still apply on their final bill?

The Document that should be used for the previous question is DOC #

The Document that should be used for the previous question is DOC #

The Document that should be used for the previous question is DOC #

Jotham set up the Proof of Payment (POP) or payment arrangement since the customer committed to settle the past due in 10 days and the rep said that they can pay that past due in more than one installment since it is not an with an FDP anyway. Did she do the right thing for the customer?

Hans is asking for the Activation Fee to be waived since he activated with one of our new plans. The CSR then adjusted the amount from the billed charges in Samson. What are the important things that we need to educate the customer on regarding the following month's billing statement?