The listening
Emma: Hi, I noticed my bill went up this month. Can you explain why?
Robert: Sure, let me check that for you. Can I have your account number?
Emma: It's 123456. I thought I was on a fixed plan.
Robert: I see here that rates increased, but there's also an extra charge.
Emma: An extra charge? What is it for?
Robert: It seems there was a mistake. You were charged for a service you don't use.
Emma: Can you remove that charge, please?
Robert: Absolutely, I'll remove it now. Your new total is $80.
Emma: Thank you. When will this change reflect on my account?
Robert: It should update within 24 hours. Is there anything else I can help with?