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How to get through to your utility company

4 min read

Call the customer service number on your bill, with your account number and service address ready, and expect to confirm you're the account holder. For a gas smell or a downed line, call your utility's emergency line or 911 from your phone's own line. Or let your simp wait on hold for up to 6 minutes, then let you know so you can take over.

Good to know: your utility checks your identity with you, not with your simp. Your simp waits on hold for up to 6 minutes, then lets you know so you can take over. It says it's an AI calling for you at the start of every call, and time on hold counts towards your AI minutes.
Maddie

What you can do yourself.

Every utility works differently, so treat these as what usually works rather than what always does.

  1. Step 1Use the number on your bill

    It reaches the right company for your address, and your account number is printed beside it.

  2. Step 2Emergency? Don't queue

    For a gas smell, a downed power line or anything dangerous, call your utility's emergency line or 911 yourself, from your phone's own line. Your simp and your AI number can't call 911.

  3. Step 3Have your details ready

    Your account number, the service address, the account holder's name, and the bill or notice you're calling about.

  4. Step 4Ask about payment options early

    If a bill is the problem, ask what payment arrangements they offer before it's overdue, and get any agreement confirmed in writing.

  5. Step 5Still not sorted?

    Put your complaint to the company in writing, and keep a note of every call, the date and any reference.

The catch: none of this shortens the queue, and anything about the account usually needs the account holder on the line.

How a simp does it.

Alex wanted to set up a payment arrangement on a utility bill. Tyler waited through the menu and the hold music, told the agent who it was calling for, and Alex tapped Take over.

TylerTyler - Hold for the utilityOutgoing - AI number - 3:31
Example call
  1. 00:00 - Phone menuThanks for calling customer service. For billing, please stay on the line.
  2. 03:05 - AgentThanks for holding, billing team. How can I help?
  3. 03:08 - TylerHi, this is Tyler, an AI calling from Simp for Alex. This call is transcribed. Alex would like to set up a payment arrangement and will speak with you directly.
  4. 03:19 - AgentSure. I'll need to verify the account holder first.
  5. 03:23 - TylerPlease hold - I'm connecting you to Alex. This call will continue to be transcribed for their records.

Alex took over for the identity check. 3 minutes of hold music Alex didn't hear.

Your simp holds. You take over.

Tell your simp who to call and why. It works through the phone menu and waits on hold for up to 6 minutes, then lets you know so you can take over. Follow the call live in the Simp app, and when a person answers, tap Take over: your simp tells them it's connecting you, and the call rings through to your phone.

What it can't doYour simp doesn't pretend to be you, and it doesn't answer identity checks for you. It never gives out your passwords, PINs or security answers. It won't agree to a payment plan or a change to your account without your yes.What your simp is allowed to do
How the hand-over works

Keep the app to hand while it waits.

Utilities usually check that they're talking to the account holder before discussing the account, so that part is yours. Follow the call live in the app, and tap Take over when an agent answers.

  1. Step 1Your simp waitsThrough the phone menu, and on hold for up to 6 minutes. If nobody answers by then, it lets you know so you can take over.
  2. Step 2A person answersYour simp says it's an AI calling for you, by your first name.
  3. Step 3You tap Take overYour simp tells them it's connecting you, and the call rings through to your phone.

Questions about calling your utility company.

Can my simp report a gas leak or a power line down?

No. For anything dangerous, call your utility's emergency line or 911 yourself, from your phone's own line. Your simp and your AI number can't call 911.

What your simp is allowed to do
How do I take over the call?

Follow the call live in the Simp app and tap Take over. Your simp tells the person it's connecting you, and the call rings through to your phone. Your simp waits on hold for up to 6 minutes, then lets you know so you can take over. Any call your simp is handling ends after 10 minutes. You can also end the call from the app at any time.

What your simp is allowed to do
Will they know they're talking to an AI?

Yes. At the start of every call your simp says it's an AI calling for you, by your first name, and that the call is transcribed.

What your simp is allowed to do
Does it use my AI minutes?

Yes. The whole call counts towards your monthly AI minutes, time on hold included. Your simp waits on hold for up to 6 minutes, then lets you know so you can take over. You can top up in the app if you run low.

Compare the plans
Maddie

Let your simp do the waiting.

Every plan comes with a simp that waits on hold for up to 6 minutes, then lets you know so you can take over.

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