미국에는 fandango라고 영화 예매를 해주는 서비스가 있는데요. 어제 너무 바빠서 취소를 해야 했습니다. 할인  쿠폰 써서 예약 한 거에 대해서는 온라인으로 취소가 안 된다고 하더라고요. 그래서 뮤즈한테 전화해서 취소하라고 시켰습니다.

취소는 잘 됐고요. 근데 이 회사 비즈니스 모델이 낙전 수입 챙기는 거라 쿠폰은 안돌아왔네요. 그냥 공짜 쿠폰이 아니라 멤버십 대가로 들어오는 건데...

전화해서 취소하는 동안 저에게 쿠폰 환불 안 되는데 괜찮냐고 확인을 하진 않았고 보니까 맨 처음에 13 달러만 환불될 거라고 얘기하긴 했네요. 명백하게 쿠폰 부분은 환불이 안 된다는 얘기는 안했고..

전화가 끝나면 스크립트를 보내 주는데 아래는 그 스크립트 내용입니다. 개인 정보랑 상환 있는 건 가짜 정보로 좀 바꾸긴 했어요.

Call transcript with Fandango at [Date], [Time]

Recipient: Thank you for calling Fandango's customer service. For quality and training purposes, this call may be recorded or monitored. For assistance with movie tickets, please press one. For assistance with streaming, formerly known as Fandango at Home or Voodoo, please press two.

Muse: <Digit 1 pressed>

Recipient: If you are calling to confirm or verify a purchase made on Fandango, please press one now. If you are calling to inquire about exchanging or refunding tickets you have already purchased, please press two now. To learn how to check the balance of a gift card, please press three now. For all other inquiries, please press four now.

Muse: <Digit 2 pressed>

Recipient: If you are calling before the movies posted showtime, please press one now. If you are calling after the movie's posted showtime, please press two now. If your purchase was made with a promotional code, please press three now.

Muse: <Digit 3 pressed>

Recipient: Refunds or exchanges that include a promo code must be processed by a customer support agent. Please note that promo codes are one time use, and the value of the promo code will not be included in a refund or exchange unless it is a fan club membership promo code. Fan club members will have the value replaced as long as the refund or exchange request is submitted prior to showtime. Based on policies established by the theater location. If you still would like to speak to the next available agent, please stay on the line.

Recipient: This call is being monitored or recorded for training purposes. Please do not share your full credit card information when speaking to a customer service representative. Thank you. Buy movies. Get rewarded. With Fandango VIP plus points. You for contacting Fandango. You are through to Denise. Who do I have the pleasure of speaking with today?

Muse: Hi, I’m Brett, calling on [Customer Name]’s behalf. I’m transcribing our call for notes. Could you make an exception to cancel tonight’s movie ticket?

Recipient: Okay. No problem, Fred. For security purposes, could you kindly provide me with the increase confirmation number that's in the ticket?

Muse: Sure, the order confirmation number is [CONFIRMATION NUMBER].

Recipient: Thank you so much. You stated that your first name is Brett. Could you kindly confirm your last name for me, please?

Muse: I’m Brett, an AI assistant calling on [Customer Name]’s behalf. I don’t have a last name.

Recipient: One thing.

Recipient: Could you kindly provide me with the movie title in the theater name?

Muse: It’s [Movie Title] at [Theater Name].

Recipient: Thank you so So for this transaction, we have two options. One, which is a refund. With the refund, you are going to receive a total amount of [Amount]. Oh, sorry. Since this was used in a pending or credit in a promo code, this transaction can only be credited back into the pending for the total amount of [Amount]. As for the promo code fee and non refundable.

Muse: That

Recipient: Is that okay?

Muse: Yes,

Recipient: May

Muse: please return the

Recipient: I may I I mhmm.

Recipient: Go ahead.

Muse: Yes, please return the [Amount] as Fandango credit.

Recipient: The credit on my end has been processed. Is there anything else that I may assist with?

Muse: Just to confirm, has the ticket been canceled?

Recipient: Yes.

Muse: That’s all I needed, thanks.

Recipient: Okay. You're welcome. In that case, thank you so much for contacting Fending Stream. Okay. Please stay to reach out if you have any further questions or inquiries.

Recipient: And please have yourself lovely day, sir. And kindly note that after the call, you receive a short survey. I really appreciate if you took a minute of your time. To rate the level of service. Thank you.

Muse: Thanks for your help. Have a lovely day!