CCL NAATI - Portuguese English Dialogue - Utilities Bill Dispute

You have been called to interpret for a Portuguese-Speaking Man (MSM) who is having a conversation with an English-speaking Customer Service Representative (CSR). He has called to dispute a bill he has received from an electricity company.
Audio edited from the original found at carlgene.com/bl...

[@buzinaridaniel]

Dialogue Transcript

CSR: Hi, thank you for holding. Please note that our conversation today may be recorded for quality assurance purposes. Can I start by getting your customer account number?
MSM: Que número? Oh, você quer dizer o que está no topo da minha conta? Deixe-me ver. É 4618592X (What number? Oh, you mean the one at the top of my account? Let me see. It’s 4618592X.)
CSR: Thank you Mr Wu. So how can I help you today?

MSM: Recebi minha conta de luz do último trimestre pelo correio hoje. Mas acho que fui sobre-cobrado. (I got my electricity bill for the last quarter in the post today. But I think I’ve been overcharged.)
CSR: I’m sorry to hear that. Why do you think we charged you too much?
MSM: A conta é três vezes maior do que no último trimestre. (The bill is three times higher than last quarter.)
CSR: Let me ask you a few questions and then I’ll see what I can do. First, I’d like to say thank you for bringing this to our attention. Now, how much do you usually pay for your electricity?
MSM: Geralmente somos cobrados em torno de 80 dólares por mês, que é então reduzido para 60 dólares, pois eu tenho um cartão de concessão. (We’re usually charged around $80 a month, which is then reduced to $60 as I have a concession card.)
CSR: Thank you. And how much did we charge on this bill?
MSM: 140 dólares. Não entendo por quê. Recentemente instalamos um aquecedor de água novo, então nosso uso deveria, na verdade, estar caindo. ($140. I can’t understand why. We recently installed a new water heater, so our usage should actually be going down.)
CSR: I’m sorry, we seem to have made a mistake. I’m going to contact a company representative to go out and check your meter. Could you please confirm your property’s address?
MSM: Apartamento 5, Rua Peter, número 300, Smithtown. (Unit 5, 300 Peter St, Smithtown.)
CSR: I’m terribly sorry about the misunderstanding. We’ll do our best to rectify this as soon as possible.
MSM: Obrigado por sua ajuda. Eu sabia que deve ter havido algum tipo de erro. Então, quando essa pessoa virá à minha casa? (Thank you for your help. I knew there must have been some kind of mistake. So when will that person be coming to my house?)
CSR: I’ll have to get back to you on that. We should be able to get someone down there by Thursday, Friday the latest. Will someone be at the property during the day?
MSM: Sem problemas! Eu trabalho durante o dia, mas minha esposa deverá estar em casa. Bem, acho que vamos esperar você nos ligar de volta. (No problem. I work during the day, but my wife should be home. Well I guess we’ll just wait for you to phone us back.)