What would you like to know about your bill? I see the number you are calling from and used it to look at your account."
You may have already received an email about a passcode reset If your personal information was impacted, you will receive information to obtain complimentary credit monitoring service through US mail. Please say what you are calling about."
I'm looking at your account now. It looks like your account's paid in full. If you still want to make a payment, enter the amount you want to pay with your keypad using the star key as a decimal."
To receive a callback as soon as possible, press one. To end this call and not schedule a callback for a later time, press two."
Calling AT&T was a very easy task. I expected a long wait, but it only took me about 2 minutes to talk to someone, and it was very easy to navigate through the call system. This makes it likely that I'll call them again with any issues, because it really didn't feel like an issue at all to talk to them. I know some people complain about customer service, but I have no complaints with how quickly I was able to get through this system.
I needed to add a second line to my plan for my aging mother, and wanted to talk about what my options for that were. I expected this to take awhile, but as noted it didn't and the agent was very helpful. This is surprising given how many different things AT&T manages. They have mobile service, cable services, modem rentals, and more. Therefore, I expected a wait that would have been well within the realm of reason. The fact that I only had about a 45 second wait once I was actually placed on hold is nothing short of a miracle.
When I called, the AT&T jingle played and then a voice said, "Welcome to AT&T," followed by a message for Spanish speakers. After this, I was asked to briefly describe what I was calling about. I answered, "Adding a line," and it asked me, "Are you calling to add service to an existing AT&T account?"
I replied that I would, and it then asked me, "Which would you like to do? Add a line, upgrade a line, or something else?" This seemed a bit repetitive but I answered that I wanted to add a line again. The automated assistant than said, "I see the number you're calling from and used it to look at your account. Is that the account you are calling about?" When I answered yes, it said, "Okay, I can send you a link to add a new line, how should I send that to you, in a text or an email?"
This is the only part I took issue with, because I didn't want to use the online account to add a line otherwise I wouldn't have called. I prefer to talk to a person who can answer my questions, so instead of answering the question, I said, "Talk to someone." Luckily the system caught that, and said, "Let me get you to someone who can help. One minute please while I handle your request." It then asked for my passcode, which it took without a problem and transferred me to a hold line. I was told it would take about a minute, but within 45 seconds an agent with a slight accent answered the phone and smoothly helped me finish the process.