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Regina: Hello, this is Horizon. My name is Regina. How may I help you today?
雷吉纳：你好，这里是Horizon公司。我叫雷吉纳。请问您有什么需要？
Bob: I’m calling to dispute my bill. There’s a billing error.
鲍勃：我打来是想投诉我的账单。账单上有一项错误。
Regina: Let me take a look at your statement. Your last bill was $650 and it is past due.
雷吉纳：我来看一下您说的情况。您的上一张账单为650美元并且是过期未付。
Bob: It’s past due because this is the third time I’ve called to report the problem, but my bill still hasn’t been corrected. My bill is normally $65 a month.
鲍勃：过期未付是因为这是我第三次致电报告问题了，但是我的账单还没有更正过来。我的账单每月通常是65美元。
Regina: I’m looking at your account and I don't see a record of any previous calls about this problem.
雷吉纳：我正在查看您的账户信息，我没有发现之前关于这项问题的投诉电话记录。
Bob: I called last week and the week before. Look, I just want to get this sorted out so I can pay my bill before my service is disconnected.
鲍勃：上周和上上周我曾经打过电话。听着，我只是想把这件事弄清楚，好在所有的服务被切断前支付我的账单。
Regina: I understand. Your bill may reflect changes you’ve made to your usage plan, such as upgrading to a more expensive plan.
雷吉纳：我理解。但从您的账单来看，您的使用计划可能出现变更，例如升级到花费更加昂贵的计划。
Bob: I’ve made no changes to my usage plan. I’ve had the same plan for eight months.
鲍勃：我没有改变我的使用计划。8个月来我一直坚持着同样的计划。
Regina: Your bill may also reflect overage charges if you went over your allotted minutes or data.
雷吉纳：如果您的时间或数据超出了规定限制，账单也会显示出超额的费用。
Bob: I haven’t gone over my limit. Can my case be escalated so that I can speak with a supervisor?
鲍勃：我还没有超出过限额。能不能把我的投诉升级一下，我好跟主管直接谈谈？
Regina: Certainly, sir. Let me have a supervisor call you back when she’s available.
雷吉纳：当然可以。等主管有空，我会让主管给你回电。
Bob: Will that be today?
鲍勃：今天方便吗？
Regina: I can’t tell you that, sir.
雷吉纳：这我无法向您保证，先生。
Bob: I just hope she calls me back before my service is call ends.
鲍勃：我只是希望她能赶在截止日期前给我回电。
