Bot (01/06/2024 2:28:12 PM): Hi, I'm the Help Finder Bot.

Bot (01/06/2024 2:28:12 PM): For the latest information on energy prices and
support available, please [click here](https://www.britishgas.co.uk/energy/price-
cap.html?cid=HFB_Opener_PriceCap).
A copy of this chat may be saved for training and quality purposes.

Bot (01/06/2024 2:28:12 PM): What can I help you with?

Carolina (01/06/2024 2:28:28 PM): I have an issue with my account after being
updated to the new system

Bot (01/06/2024 2:28:30 PM): Do you need help with your account being updated to
the new British Gas System? I can take you to the right page.

Help with my updated account

Chat to an advisor
Help with something else

Carolina (01/06/2024 2:28:37 PM): Chat to an advisor

Bot (01/06/2024 2:28:38 PM): Do you or anyone in your household need extra help
with a disability, chronic illness, a medical reason which relies on heat or
electricity or are you finding it hard to pay your bills?

Yes, I need extra help

No, I don't

Carolina (01/06/2024 2:29:45 PM): Would like to chat to a agent pls

Bot (01/06/2024 2:29:47 PM): Do you or anyone in your household need extra help
with a disability, chronic illness, a medical reason which relies on heat or
electricity or are you finding it hard to pay your bills?

Yes, I need extra help

No, I don't

Carolina (01/06/2024 2:29:53 PM): Yes, I need extra help

Bot (01/06/2024 2:29:53 PM): Can I get your first name, please?

Carolina (01/06/2024 2:30:07 PM): Carolina

Bot (01/06/2024 2:30:07 PM): And your last name?

Carolina (01/06/2024 2:30:17 PM): Meling

Bot (01/06/2024 2:30:17 PM): Great - and your email?

Carolina (01/06/2024 2:30:54 PM): [email protected]

Bot (01/06/2024 2:30:54 PM): OK - and your account number, It starts with A or BGX?
You can find it on a bill or email from us.

Carolina (01/06/2024 2:31:18 PM): A

Bot (01/06/2024 2:31:18 PM): Sorry, could you try your account number again?
You can find it on a bill or email from us.
Carolina (01/06/2024 2:31:51 PM): A21868038

Bot (01/06/2024 2:31:51 PM): Thanks - An advisor will be with you shortly.

Bot (01/06/2024 2:31:53 PM): You're 1st in line.

Bot (01/06/2024 2:31:57 PM): Amir has joined and will be ready to chat in just a
minute

Amir (01/06/2024 2:31:57 PM): Hello, you're through to Amir and I'm a Case Handler
here at British Gas Home Energy. Please give me a few minutes to catch up on this
conversation, so I can help you quickly today.

Carolina (01/06/2024 2:32:18 PM): Ok

Amir (01/06/2024 2:34:35 PM): Could you please elaborate on your qurey?

Carolina (01/06/2024 2:34:41 PM): you are sending me monthly bills when I ask for
quarterly bills

Amir (01/06/2024 2:36:25 PM): Please accept my apologies for the inconvenience
caused to you. I completely understand how you must be feeling
I will get sorted out for you

Amir (01/06/2024 2:36:31 PM): Does anyone living in the property have any
vulnerabilities that we need to be aware of?
This includes:

Children under the age of 6 or adults over the age of 65

Health issues we need to be aware of
Reliance on mains-powered medical equipment or keep medicine in the fridge

Amir (01/06/2024 2:37:02 PM): I don't mean to rush you. Just checking if we are
still connected?

Carolina (01/06/2024 2:37:23 PM): Yes my husband he 67

Amir (01/06/2024 2:37:28 PM): I can see you’re already registered on our Priority
Services Register which means if your supply is interrupted you’ll be a priority
for us to get you back on supply. Has there been any changes in your circumstances?
If so, please can I ask what these are?

Carolina (01/06/2024 2:38:12 PM): No not at the moment

Amir (01/06/2024 2:38:14 PM): I'm glad to let you know that I have updated you to
quarterly bills

Amir (01/06/2024 2:38:24 PM): Have I covered everything you needed today?

Carolina (01/06/2024 2:39:13 PM): when I pay this bill when will my next bill be

Amir (01/06/2024 2:39:24 PM): After 3 months

Carolina (01/06/2024 2:39:44 PM): can I have a date

Amir (01/06/2024 2:41:08 PM): Your next bill will be 25/08/2024

Amir (01/06/2024 2:41:14 PM): Have I covered everything you needed today?
Carolina (01/06/2024 2:41:42 PM): Ok tks

Amir (01/06/2024 2:41:54 PM): When the chat closes there is a short survey. One of
the questions is about my service today, please know a 9 or 10 means you are happy
with my service. I would love if you could please fill it out. I hope you have a
lovely day & take care! :)

Kindly click on the (X) icon on the top right corner to close this chat.

Amir (01/06/2024 2:42:12 PM): Kindly click on the (X) icon on the top right corner
to close this chat.