CHAT SIMULATION

CUSTOMER INFORMATION
Verify the following information at the beginning of the call simulation:
  Account Number
  Account Name
  Year of birth
  Last 4 of Social Security Number

Year SSN Last

Account Number Account Name BillingAddress
of Birth 4 Digits
4371-5200-4652-1004 J ohn Adams 1982 5559 9138 Arlon Street, Anchorage, AK 99507
4372-1558-6942-1001 Paris Bauer 1945 5485 40 S. High Street, New Britain, CT 06051
4372-2672-4136-1000 Dorian Cramer 1969 5426 425 Waikoloa Beach Drive, Waikoloa, HI 96738
4371-2782-3652-1008 Hugo Drax 1953 1252 1110 Call Creek Dr., Pocatello, ID 83201
4375-7309-1311-6006 Barbara Bush 1984 1441 269 South Lake Avenue, Pasadena , CA 91101
4378-5231-7600-1001 Mary Christmas 1967 2468 3384 Peachtree Road, Atlanta , GA 30326
4378-5175-5628-3001 Serena Walker 1956 8642 55 West Monroe Street, Chicago, IL 60603
4379-4635-7585-1002 Meredith Grey 1964 2211 100 East Pratt Street, Baltimore , MD 21202
 BALANCE SNAPSHOT

STATEMENTSUMMARY BILLINGANDPAYMENTDATES
LASTBILLING: PAYMENTDUEDATE: NEXTBILLING:
STATEMENTBALANCE $912.87 10-Jun-25 5-Jul-25 10-Jul-25
PREVIOUSBALANCE $1,918.28
PAYMENTS/CREDITS -$2,281.73
NEWCHARGES $1,276.32
MINIMUM PAYMENTDUE $40.00

ACCOUNTSUMMARY

MINIMUM PAYMENTDUE $0.00

REMAININGSTATEMENTBALANCE $812.87

UNBILLEDPAYMENT/CREDITS -$100.00

UNBILLED CHARGES 2031.35

TOTAL BALANCE $2,844.22

 TRANSACTION DETAILS
CURRENTTRANSACTIONS UNBILLEDTRANSACTIONS
TRANSDATE POSTDATE AMOUNT DESCRIPTION MERCHANTTYPE TRANSDATE POSTDATE AMOUNT DESCRIPTION MERCHANTTYPE
04/22/25 04/23/25 $58.99 Ruth's Chris Steak House Restaurant 06/06/25 06/07/25 $13.50 Conoco Gas Station
04/24/25 04/25/25 $61.20 iTunes Mobile App 06/04/25 10/30/20 -$100.00 PAYMENT - PAY BY PHONE Payment
04/26/25 04/27/25 $54.94 Exxonmobil Gas Station 06/03/25 06/04/25 $24.97 PayPal Payment Center
04/26/25 04/27/25 $77.99 The Cheesecake Factory Restaurant 06/01/25 06/02/25 $145.61 Ticketmaster Ticket Sales
04/26/25 04/27/25 $152.68 Ruth's Chris Steak House Restaurant 05/31/25 06/01/25 $1,539.05 Delta Air Lines Airline Company
04/26/25 04/27/25 $184.42 WAL-MART Super Store 05/28/25 05/29/25 $94.47 Abercrombie and Fitch Retail Store
04/30/25 05/01/25 $361.75 Lowe's Home Improvent 05/24/25 05/25/25 $16.58 RITE AID STORE - 344 Drug Store
05/02/25 05/03/25 $83.56 Kroger Grocery Store 05/20/25 05/21/25 $39.49 Nike Retail Store
05/02/25 05/03/25 $14.50 Aldi Supermarket 05/16/25 05/17/25 $157.68 Bed Bath & Beyond Retail Store
05/05/25 05/06/25 $27.30 Grubhub Food Delivery
05/08/25 05/09/25 -$363.45 J W Marriott Hotel Hotel
05/11/25 05/12/25 $143.24 Bed Bath & Beyond Retail Store
05/12/25 05/12/25 -$1,918.28 PAYMENT - CHECK Payment
05/11/25 05/11/25 $29.00 LATE FEE Credit card fee
05/14/25 05/14/25 $26.75 FINANCE CHARGE Credit card fee
 PAY BY PHONE
MINIMUM DUE $0.00

BANKACCOUNT INFO: Nationwide FCU ***5785 REMAININGSTATEMENTBALANCE $812.87

SCHEDULE A PAYMENT: LASTSTATEMENTBALANCE $912.87

TOTAL BALANCE $2,844.22

OTHER

REMINDER
The payment you are making today fromyour bank account ending in 1984 may not
be eligible to be cancelled. I will be sending you an email confirmation of your payment. PROCEED
Do I have your permission to proceed with your payment?
 CREDIT CARD OFFERS
Offer acredit cardupgrade to the CardMember. Reacheachbullet point verbatim.

HGS CASHBACK BONUS HGSCLASSIC

HGS

2014 2017 2014 2017

2014 2017

HGS CASHBACK BONUS CARD HGS CLASSIC VISA CARD HGS ELITE BLACK CARD

• Get rebates of 3%on your • Earn 2point per $1on all eligible •Premiere card for the upper
eligible purchases every month. purchases. echelon.

• Automatic redemption since the • $10 Gift Card once you’ve spent • Get 5 points for every $1spent on
cash rewards are credited right $100 within the first two months restaurants, hotels and airline
away on your billing statement. of card activation. tickets.

• Enjoy0%interest for 6 months • Points earned can be redeemed • 5%discount for purchases made
for your purchasesfromthe date for gift cards, merchandise, or on your card anniversary and your
of account opening. statement credits at birthday.
www.hgsreward.com.
 BENEFITSAND SERVICES
BENEFIT/ SERVICE DESCRIPTION PHONENUMBER ANDHOURSOFOPRATION
Enrollment in AutoPay provides the Card Member with a Card Members can enroll via 3 different methods:
fee-free convenient way of paying their HGS Credit Card bill •Online - Direct the Card Member to HGSBank.com where they can log into their account to enroll.
directly from their enrolled bank account for the payment •Paper ◦By Mail - CM's can be sent mailer by customer care professional
option they select. ◦Email - We send an email with a link to download a printable version of the enrollment form.
•Card Members can make timely payments without •Phone - CCPs can enroll the Card Member.
Autopay needing to keep track of the due date. • Mobile - Card Members can enroll via the HGSBank Mobile App for iPhone / iPad and Android.
•We communicate the payment amount and debit date on
the monthly statement.
•Unbilled payments and Merchant credits posted before
the Notify Before Date will reduce the AutoPay amount
withdrawn.

The HGSBank Mobile App for iPhone and iPad is a free The Card Member can download the HGSBank Mobile App for iPhone and iPad from the App Store on their iPhone, iPod touch, or
Secure Mobile Servicing application that allows Card iPad device.
Members to access their account information from an •If the Card Member's account is enrolled online, they use the same user ID and password to log into the App.
HGSMobile iPhone, iPod touch, or iPad. •If the Card Member's account is not enrolled online, they can register for a user ID and password in the App or online at
App for HGSBank.com
Available account information includes:
iPhoneand
HGS Offers | Apple Pay | Balance and transaction details |
iPad FICO Score | Find A Lounge (Global Lounge Collection) |
Mobile Messaging | Payment options and details | Refer a
Friend | Rewards information | Pay Over Time

DiningandEntertainment Partners
Use points for gift cards and certificates for your favorite restaurants: Use points for gift cards to fine and casual dining spots,
anywhere from Panera Bread to The Capital Grille. Use probing questions to understand where a Card Member likes to dine.
•Use points at Grubhub and Seamless: Order food for delivery and use points for your purchase.
Card Members enrolled in the Classic Membership Rewards
Program earn points for all eligible purchases, and can Pay with Points (PwP) - Travel Redemptions
redeem them for gift cards, travel rewards, immersive PwP is a way for Membership Rewards enrollees to redeem points for travel when booking their trip through eligible travel
Membership Rewards
experiences, or to cover recent Card charges. Refer to channels within HGSBank. This is in addition to the travel redemption methods that we are offering. For example, Gift Cards or point
Reward Redemption Options for options. transfers to an airline Partner or a hotel Partner.
How it works:
•Card Members select the option to pay all or part of their eligible travel purchase with points.
•Their Card account will be charged the full purchase amount.
•Their Membership Rewards account will be debited with the amount of points redeemed. A statement credit will be issued to
their Card within 48 hours for the dollar equivalent. Always refer to Membership Rewards Calculator when quoting point values.