Verizon customer service number: we reached a person, and switching plans saves about $48
We called Verizon customer service on my family's real account, with 3 lines on 5G Do More. An AI assistant answered and checked the Account PIN, "An agent, please" got us a person, and they said switching to Unlimited Welcome would take the bill from $219.08 to $170.58 a month. When our call hit its time limit, the representative called us back. All three recordings, the phone tree, and what to have ready.
Nick Khami · · 31 min read
The short answer: the Verizon customer service number for wireless, the Verizon phone number to call about your plan or a line, is 800-922-0204. Verizon's support pages list it under "Speak to an agent", open 8 am to 7 pm Monday to Saturday and 8 am to 5 pm Sunday.
Verizon's AI assistant answers. Before it does anything with your account it wants the mobile number on the account, then it checks it's you. It offers a text confirmation to that phone first. Ours expired, so it switched to the Account PIN, and the PIN worked. Have both ready. To reach a person, say "An agent, please." On our call, "Could I just speak with a representative, please?" didn't work, and "An agent, please" did.
We reached a person 6 minutes 34 seconds into the call. They said switching our 3 lines from 5G Do More to Unlimited Welcome would take the bill from $219.08 to about $170.58 a month, including surcharges, government taxes and fees. That's about $48 a month less. These were this account's numbers on October 1, 2026. Yours will be different.
Our call hit call4me's 25 minute limit mid-question, and about a minute later the same representative called us back. On that call they said the line we asked about had no device payment balance or agreement, only the plan, and that to keep the number you start the port-out yourself, and Verizon disconnects the line on its own once the number has moved. That call is below.
We called on Thursday, October 1, 2026, at about 2:11 pm Eastern, with call4me asking questions on my family's Verizon account: 3 lines on 5G Do More. It asked about cheaper plans and about cancelling one line. Nothing was changed. Earlier that day we also called without an account, and the AI assistant wouldn't go any further. That call is further down.
Listen to the call #
This is the call on the real account. The call ran 24 minutes 55 seconds and hit call4me's 25 minute limit. The recording is 16 minutes 9 seconds. These are cut:
- Three holds, about 7 minutes 49 seconds in total. The holds were silent, with no music or messages, and each one is shortened to about a second.
- Seven stretches of dead air, 7 to 14 seconds each, about 1 minute 7 seconds in total. These are where the line went quiet, mostly while the AI assistant worked. Each is shortened to about a second.
Muted, with short silences at the same spots: my last name (three times), every reading of the phone number on the account and of its last four digits, the Account PIN (said twice), one word in the representative's greeting that may be their name, and a few words the representative said right after taking the phone number. Plan names, prices and the bill amounts are left in.
Jump to a moment:
- 0:06 "I'm Verizon's AI assistant", and a notice that calls are monitored and recorded
- 0:33 "Am I speaking with the user of the number ending in 5256?" That's the call4me number we called from
- 1:07 asks for the telephone number on the account
- 1:31 "Let's quickly confirm it's you. I can send a quick confirmation to your phone"
- 2:10 "Your previous request has expired"
- 2:45 "That text request didn't go through. We can try using your account PIN instead"
- 3:03 "Please say or enter your account PIN"
- 3:35 "Which line would you like to manage?"
- 3:53 the line's plan, 5G Do More at $69 a month, and three cheaper plans
- 4:30 "I'm having trouble with that", the first of three times
- 4:56 "Could I just speak with a representative, please?" doesn't work
- 5:18 "An agent, please." works: "I'll get you connected with a representative"
- 5:52 a person answers
- 7:49 full name and mobile number, "just for verification purposes"
- 8:29 first hold, "for about a minute or two"
- 9:22 "How do you usually use your data allowances?"
- 10:11 "Is there any family member that is still not registered on your account?"
- 10:46 "Your bill will go down if you would add more line rather than canceling another line"
- 11:26 back from a hold of about 5 and a half minutes
- 11:43 switching to Unlimited Welcome, "you can actually save up to $50"
- 12:59 the current bill: $219.08
- 14:22 "around $170 and some change"
- 15:11 "$170.58", including "surcharges, government taxes, and everything"
- 15:19 cancelling a line and the multi-line discount
- 16:06 "One more thing. If we did cancel a line..." and the call hits our 25 minute limit
The Verizon phone tree, step by step #
Times are minutes into the actual call, before anything was shortened.
- 0:06, the AI assistant. "I'm Verizon's AI assistant." It says Verizon and its partners monitor and record calls.
- 0:19, "What are you calling about today?" You answer out loud. There's no keypad menu.
- 0:34, it checks who's calling. "To confirm, am I speaking with the user of the number ending in 5256?" That's the call4me number we called from, not a line on the account. Our caller said no and gave the last four of the account's number instead.
- 0:51, "Which would you like to take care of first?" We'd asked about cheaper plans and cancelling a line, so it asked which one to start with.
- 1:08, the phone number on the account. "Are you able to provide your telephone number?" It reads the number back to confirm.
- 1:42, a text confirmation. "To keep your account details safe, let's quickly confirm it's you. I can send a quick confirmation to your phone." It sent a text to the line on the account at 2:01.
- 2:30, the text expired. "Your previous request has expired. Would you like me to send it again?" We said yes, and it sent another at 2:43.
- 3:12, the Account PIN. "I'm having trouble verifying your identity. That text request didn't go through. We can try using your account PIN instead." At 3:29: "Please say or enter your account PIN." The PIN worked.
- 4:02, which line. "There are multiple lines on your account. Which line would you like to manage?" You can say the last four digits or "list lines".
- 4:20, the plans. It read the line's plan and price, three cheaper plans, and asked "Which plan would you like to switch to?"
- 5:05, it got stuck. We asked for the monthly total for all three lines with taxes and fees. It said "I'm having trouble with that. Do you want me to try again?" three times.
- 5:52, "An agent, please." At 5:31 "Could I just speak with a representative, please?" got the same "I'm having trouble with that." "An agent, please" got "I'll get you connected with a representative who can help you with your plan options and line cancellation."
- 6:34, a person. Before that, a recording says "During this call, your account may be reviewed for recommendations and offers."
- 8:43, verification again. The representative asked for "your full name, please, and the mobile number that you're contacting us about, just for verification purposes."
- Then holds. About 1 minute 22 seconds from 9:37, about 5 minutes 28 seconds from 13:35, and about 59 seconds from 22:32. All three were silent.
What Verizon told us #
These are what the AI assistant and the representative said about this account on October 1, 2026. Prices and the bill are this account's, on that date.
The plans, from the AI assistant, for one line on 5G Do More at $69 a month:
| Plan | Per month, as read out for that line |
|---|---|
| 5G Do More (current) | $69 |
| Unlimited Welcome | $50 |
| Verizon Simplicity | $55 |
| Unlimited Plus | $65 |
The AI assistant couldn't give a 3 line total with taxes and fees. The representative did.
Switching all 3 lines to Unlimited Welcome, from the representative:
- After the second hold: "if ever that you've decided to change your plan from 5G Do More to Unlimited Welcome, you can actually save up to $50."
- The current bill on 5G Do More: $219.08.
- On Unlimited Welcome: "around $170 and some change", then after another hold, $170.58. Asked if that included taxes and fees, they said it already included "surcharges, government taxes, and everything."
- That's $48.50 a month less.
What you'd give up, in the representative's words: "To tell you honestly, there is no much difference between the two." Unlimited Welcome has "unlimited calls, text and data, and international Mexico and Canada included." 5G Do More also includes "cloud storage and Disney Plus." If someone on the account wants those, "you could actually add them back as a perk."
Before giving the number, they asked about usage. "How do you usually use your data allowances?" Our caller said it was light: mostly calls, texts and web. They also asked: "Is there any family member that is still not registered on your account?"
The pitch to keep the line: when our caller said we might drop a line, the representative said "your bill will go down if you would add more line rather than canceling another line."
Cancelling a line and the multi-line discount: asked what cancelling one line would do, the representative said "there will not be much of a change because your account actually subscribed into multi-line discount, meaning to say, the more line you add, the more discount you can have." Their example: Unlimited Welcome "would be just $50 per month, but if you would remove a one line there, it could actually increase up to $10 more." So dropping a line could raise the price of each remaining line by up to about $10.
What we didn't get on this call. The call hit our 25 minute limit while our caller was asking about cancelling: any device payment balance, fees, when it takes effect, and keeping or porting the number. The representative's callback answered the balance and porting questions. Neither call answered whether there's a fee or when a cancellation takes effect. Verizon's own rules on cancelling are below.
Verizon called us back #
Our call ended at 2:36 pm Eastern when it hit call4me's 25 minute limit. At 2:37 pm, Verizon called our call4me number back. It was the same representative: "Our call suddenly dropped earlier. I would just like to ask if you still need my assistance." call4me answered and picked up the same questions. Nothing was changed on this call either.
What the representative said:
- The plan, again. "We can change your plan from 5G Do More to Unlimited Welcome", and "you could actually save for up at least up to $50." Asked for the new monthly total with taxes and fees, they went quiet and came back with "Hello, Nick, are you still there?" They didn't give a total on this call.
- Cancelling a line, again. "Your account is subscribed into multi-line discount, meaning to say, the more lines that you have, the more discounts that you can get. So if you're going to cancel a line, there's not much of a change that's going to happen in your account."
- No device balance on that line. After a hold: "there's no any due or agreement here, only a plan that you're currently subscribing in", and that plan was 5G Do More.
- Keeping the number means porting it out first. "There's no option for us to port a line that has already been disconnected." You start the port-out yourself: "once the number has already been ported out from Verizon, it will automatically be disconnected here." And: "you will be the one to initiate the port out process." So if you want to keep the number, don't cancel the line first. Start the port-out, and Verizon disconnects the line once the number has moved.
- Offers for cancelling a line: none given. Asked if anything is offered to people who want to cancel a line, they said "let me just check your account for any offers available", went on hold, and came back with the multi-line discount again. The call ended there, about 10 minutes in, before they named any offer.
The recording is 5 minutes 5 seconds, from a call of 9 minutes 55 seconds. Three holds (about 2 minutes 48 seconds in total) and two stretches of dead air (about 2 minutes 8 seconds) are shortened to about a second each, and each is marked in the transcript. All of them were silent, with no music or messages. Muted: every reading of the phone number on the account, by our caller and by the representative, and its last four digits.
Jump to a moment:
- 0:05 "Our call suddenly dropped. I would just like to ask if you still need my assistance"
- 0:58 "As I was saying earlier", Unlimited Welcome and "up to $50"
- 1:22 cancelling a line and the multi-line discount
- 1:46 we ask for the new monthly total with taxes and fees
- 1:56 "Hello, Nick, are you still there?"
- 2:19 "What specific line are we talking about?"
- 3:02 "There's no any due or agreement here, only a plan"
- 3:35 "There's no option for us to port a line that is already been disconnected"
- 3:59 "Once the number has already been ported out from Verizon, it will automatically be disconnected here"
- 4:28 "You will be the one to initiate the port out process"
- 4:46 "Let me just check your account for any offers available"
- 4:54 back from the hold, and the recording ends
What to have ready before you call #
- The mobile number on the account. The AI assistant asks for it before anything else about the account.
- The phone that gets the text, if you want to confirm by text. Our first text expired while we waited, and the second didn't go through.
- Your Account PIN. It's what got us in.
- Which line you're calling about, by its last four digits.
- The words "An agent, please" when the AI assistant can't answer.
- To cancel a line: the Account Owner's name, phone number and Account PIN, or the last 4 digits of the owner's Social Security number. This is from Verizon's cancel a line page.
If you call without an account #
Earlier the same day, at about 1:01 pm Eastern, we called the same number asking general questions about switching to a cheaper plan and cancelling one line, with no account at all. The AI assistant wouldn't go any further.
It asked for the mobile number on the account, then for the account number. Asking for a representative didn't skip that. It said there was "quite a wait for a representative right now, and they'll still need your phone or account number to look up your details." When we had neither, it told us to call back and said goodbye. It said "I can definitely share some general information on plan changes and canceling a line", then asked for account details instead. On that call it never shared any.
The whole call, 2 minutes 58 seconds. One short silence (under half a second) covers my last name.
Jump to a moment:
- 0:04 "Verizon's AI assistant", and a notice that calls are monitored and recorded
- 0:17 "What are you calling about today?"
- 0:34 asks for the phone number on the account
- 0:44 we ask for a representative
- 0:51 "There's quite a wait for a representative right now"
- 1:17 asks if it's a personal or business account
- 1:35 asks for the mobile number on the account
- 2:08 asks for the account number instead
- 2:20 "I wasn't able to pull up an account with that number"
- 2:35 we ask for a representative again
- 2:46 "Please call back once you have that information ready"
What happened, in order:
- "Verizon's AI assistant." It says Verizon and its partners monitor and record calls.
- "What are you calling about today?"
- "What's the phone number on that account?" This came right after we said what we were calling about.
- If you ask for a representative, it says there's "quite a wait" and that the representative will "still need your phone or account number to look up your details." Then it asks for the number again.
- "Is this for a personal or business account?"
- It asks for the mobile number on the account, then offers to take the account number instead.
- With neither, it says "We need a valid phone number or account number to access your account. Please call back once you have that information ready. Thank you for calling. Goodbye."
Changing your Verizon plan #
From Verizon's plan change FAQ:
- "There's no cost to change your plan or your allowances."
- "Changing plans doesn't affect your upgrade eligibility or contract end date."
- You can't change your plan while an order is pending.
Cancelling a Verizon line #
From Verizon's cancel a line page:
- You need the Account Owner's name, phone number and Account PIN, or the last 4 digits of the owner's Social Security number.
- "You must pay off any outstanding Device Payment balances before disconnecting the associated lines."
- The cancellation takes effect on the last day of the billing period.
- You can reverse it until the day before the disconnection date.
Other Verizon phone numbers #
- 800-922-0204 is also the number on Verizon's bill pay FAQ. That page lists a $10 fee for paying through an agent.
- 1-800-VERIZON (1-800-837-4966) is in the verizon.com site header for sales and general questions. We didn't call it, so we can't say where it goes.
- Verizon's old contact us page, verizon.com/support/contact-us, now goes to a chat page with no wireless phone number.
How we made these recordings #
call4me is a phone for your AI agent: your agent (Claude Code, Codex, ChatGPT) tells it what to get done and it makes the call. For the first call, the brief was to ask Verizon in general how a wireless customer switches to a cheaper plan and what cancelling one line takes, with no account. For the second, we gave it my family's account details and asked it to reach a person, ask about cheaper plans and the new total with taxes and fees, ask what cancelling one line would take, and change nothing.
When Verizon sent the confirmation text, call4me asked us to approve it, and we did. By then the AI assistant had already moved on to the PIN.
call4me also answers calls to its own number, so when the Verizon representative called back after our call hit its time limit, it picked up and carried on with the same questions.
Have your agent make this call #
If you use call4me, paste this into your agent:
Call Verizon at 800-922-0204 about my wireless account. The mobile number on the account is [mobile number], and my Account PIN is [PIN]. If the AI assistant offers a text confirmation, tell me so I can reply to it, and use the PIN if the text doesn't go through. Ask [what you want: cheaper plans for my lines and the new monthly total with taxes and fees, or what it takes to cancel one line]. If the assistant can't answer, say "An agent, please." Don't change anything. Write down every prompt and what it took to reach a person.
Read the transcript of the call on the real account
The transcript follows the edited recording. "Caller" is the call4me agent. "Verizon" is Verizon's AI assistant until 5:52, then the representative. Private details are muted in the audio and shown in brackets here. Each shortened silence is marked. Brief acknowledgments ("okay", "mm-hmm") are left out.
0:06 Verizon: I'm Verizon's AI assistant. We and our partners monitor and record calls for quality, systems training, and personalization.
0:15 Caller: Hi, hello?
0:18 Verizon: What are you calling about today?
0:20 Caller: Hi! This is Nick [last name removed]'s assistant. I'm just calling to ask about cheaper plan options and canceling one line on the account.
0:33 Verizon: To confirm, am I speaking with the user of the number ending in 5256?
0:39 Caller: No, I'm calling on Nick's behalf, and the number on the account that I'm calling about ends in [last four removed].
0:49 Verizon: Thank you. Which would you like to take care of first, looking at cheaper plan options or canceling a line?
0:57 Caller: Let's start with cheaper plan options for the three lines that are on the account.
1:07 Verizon: In order to help with your plan options, are you able to provide your telephone number?
1:12 Caller: Yeah, sure. It's [phone number removed].
1:20 Verizon: That's for [phone number removed], correct?
1:28 Caller: That's right.
About 13 seconds of silence on the line is cut here.
1:29 Verizon: I can help with your plan options. To keep your account details safe, let's quickly confirm it's you. I can send a quick confirmation to your phone. Does that work for you?
1:39 Caller: Sure, that's fine.
About 6 seconds of silence on the line is cut here.
1:41 Verizon: For your account security, I've just sent a text message to your phone. Please respond to authenticate your account.
1:50 Caller: Okay, I'll check with Nick and see if he got the code and can verify that. One sec.
2:00 Verizon: Take your time. I'll be right here waiting for the verification to go through.
2:06 Caller: Thanks.
2:10 Verizon: Your previous request has expired. Would you like me to send it again?
2:16 Caller: Yeah, please.
2:17: Please send it again. (The call log puts these words on Verizon's side of the line.)
2:23 Verizon: For your account security, I've just sent a text message to your phone. Please respond to authenticate your account.
About 6 seconds of silence on the line is cut here.
2:45 Verizon: I'm having trouble verifying your identity. That text request didn't go through. We can try using your account PIN instead. Are you okay with that?
2:56 Caller: Yeah, sure. We can do that.
3:03 Verizon: Please say or enter your account PIN.
3:06 Caller: Sure, the PIN is [account PIN removed]. Oh, and Nick just replied to that text and approved it. Just to add, he replied to the text too, if that helps. And the PIN again is [account PIN removed].
3:30 Verizon: I can help you look at cheaper plan options. There are multiple lines on your account. Which line would you like to manage? You can say the last four digits, like [last four removed], or say "list lines".
3:44 Caller: Let's do the line ending in [last four removed].
3:53 Verizon: Selected line ending [last four removed] is on 5G Do More at $69 per month. Here are your options. Unlimited Welcome at $50 per month. Verizon Simplicity plan at $55 per month. And Unlimited Plus at $65 per month. Which plan would you like to switch to?
4:16 Caller: We're just gathering info for now, no changes yet. Could you tell me what the new monthly total would be for all three lines, including taxes and fees, if we move from 5G Do More to one of those cheaper plans?
About 8 seconds of silence on the line is cut here.
4:30 Verizon: Hmm, I'm having trouble with that. Do you want me to try again?
4:36 Caller: Yeah, please try again.
4:42 Verizon: Hmm, I'm having trouble with that. Do you want me to try again?
4:49 Caller: Hmm, let me check on that real quick. I'll check. Could I just speak with a representative, please?
5:05 Verizon: Hmm, I'm having trouble with that. Do you want me to try again?
5:12 Caller: Huh, let me check on that real quick. Just one more sec. An agent, please.
About 7 seconds of silence on the line is cut here.
5:19 Verizon: I'll get you connected with a representative who can help you with your plan options and line cancellation. One moment, please.
5:27 Caller: Sure, thanks.
5:32 Verizon: For our privacy policy, visit verizon.com slash privacy. During this call, your account may be reviewed for recommendations and offers.
5:52 Verizon: Hi, you've reached [one word muted: it sounds like "me", and may be the representative's name] at Verizon, and it's my pleasure to assist you.
5:58 Caller: Hi, this is Nick [last name removed]'s assistant. I'm calling to ask, not change anything, for cheaper plan options than the current 5G Do More for three lines, and what the new monthly total would be with taxes and fees, and also what canceling one line would involve: any balance, fees, timing, keeping the number, and whether there's anything offered to people who are thinking of canceling a line.
About 7 seconds of silence on the line is cut here.
6:22 Verizon: Hi, I would just like to confirm that you're calling us because you would like to ask for a plan option that is cheaper than your current 5G Do More for three lines, and what would be the total with taxes and fees, and also you would like to ask about canceling one line. Did I get that correct?
6:49 Caller: Yeah, that's right. Just let me check one detail real quick. Yeah, that's exactly it. Please go ahead with that.
6:58 Verizon: Okay, sure. Okay, I do acknowledge the urgency of this matter to be solved right away, and I also acknowledge the importance of fixing whatever there is on your account, especially with your concern with canceling one line. No worries, since you got me on the line, I will assist you in everything that we need to do and the changes that we're going to make in this account, okay?
7:30 Caller: Just to be clear, we're just collecting information right now, no changes yet. Could you walk me through the cheaper plan options and what canceling a line involves?
7:41 Verizon: Of course.
7:42 Caller: Thanks.
7:43 Verizon: Okay, no worries. I will walk you through every concern that you have for this conversation. But before we would proceed here, I would just like to ask your full name, please, and the mobile number that you're contacting us about, just for verification purposes.
8:01 Caller: Sure. Nick [last name removed], [phone number removed].
8:10 Verizon: [a few words removed; the call log has "All righty, five", the start of the number] Okay, thank you so much for that information. I will just going to pull up your account here on my end and check what are the best options available for you. But for me to do that, I will just be needing to put this call on hold for about a minute or two. Will that be okay with you?
8:40 Caller: Yeah, no problem.
8:43 Verizon: Okay, thank you so much. Please stay on the line.
8:49 Caller: Sure.
[hold, 1 minute 22 seconds of silence shortened to about a second]
8:50 Verizon: Hello, Nick, are you still there?
8:53 Caller: Yeah, still here.
8:57 Verizon: Okay, thank you so much for patiently waiting. I really appreciate that. So for me to be able to give you the best recommendation, I would just like to ask a question, so that I could provide you the best recommendation tailor fit with your needs, and at the same time with less expenses.
9:18 Caller: Sure, go ahead.
9:22 Verizon: Okay, so I would just like to ask, what is your usual activities on your phone, or like how do you usually use your data allowances?
9:35 Caller: Let me check on that real quick.
9:40 Verizon: Okay, sure, go ahead, take your time.
9:47 Caller: Thanks for waiting. It's pretty light use: mostly calls, texts, and web. About 3.6 gigs so far this cycle, no hotspot, around 30 minutes of calls, no international travel.
10:06 Verizon: Okay, thank you so much for providing me such information. Those are really helpful. I would just also like to ask, is there any family member that is still not registered on your account?
10:22 Caller: Let me check that real quick.
10:29 Caller: No, no one to add. We're actually looking to lower the bill and maybe drop a line.
10:37 Verizon: Yeah, I actually was able to understand that earlier, that you would like to ask regarding about, you know, canceling a line. But I would just like to inform you that actually your bill will go down if you would add more line rather than canceling another line.
11:01 Caller: I see. Let me just check on that really quick.
11:07 Verizon: Okay, sure. For the meantime, I would just use the information that you provided me in order for me to look for the best recommendation that is tailor fit for these activities of yours.
11:24 Caller: Okay, thanks.
[hold, 5 minutes 28 seconds of silence shortened to about a second]
11:26 Verizon: Hi, Nick, are you still there?
11:29 Caller: Yeah, still here.
11:33 Verizon: Okay, thank you so much for patiently waiting. I'm very sorry for the long hold. I was just checking here my resources, and I actually do have a goodness for you. So if ever that you've decided to change your plan from 5G Do More to Unlimited Welcome, you can actually save up to $50.
11:57 Caller: Okay, let me just check on that real quick.
12:02 Verizon: Sure, no worries. If you want to ask about the differences between your old plan and, if ever you would like to change into this plan, I could also give you the information.
12:18 Caller: Thanks, one sec. That would be helpful. And could you include the estimated new monthly total with taxes and fees?
12:29 Verizon: Of course. Do you want me to explain the differences between your current plan and if ever you would like to switch to Unlimited Welcome?
12:49 Caller: Let me check on that real quick. Yes, please, just the main differences and the monthly total, including taxes and fees.
12:59 Verizon: Okay, so your current bill for your current plan, which is the 5G Do More, is $219.08. So what really is the difference? To tell you honestly, there is no much difference between the two, because here in Unlimited Welcome, you could enjoy unlimited data, I mean unlimited calls, text and data, and international Mexico and Canada included. And the only difference is that in your 5G Do More, there's included cloud storage and Disney Plus. However, you've mentioned earlier that mainly your concern is for texting, calling, and some web, so I feel like Unlimited Welcome really suits your need. And if ever that one of the family members want to have the Disney bundle and cloud storage that is included, or are included in your current plan, you could actually add them back as a perk. And for the breakdown of your new bill, if ever you subscribe to this Unlimited Welcome, your estimated bill will be around $170 and some change.
14:30 Caller: Okay, one sec.
14:35 Verizon: Sure, take your time.
14:39 Caller: Got it. Could you give me the exact estimated total, including taxes and fees, and also what canceling one line would involve?
14:50 Verizon: Okay, sure. Let me just check my resources. Hold on for a moment.
14:55 Caller: Sure.
[hold, 59 seconds of silence shortened to about a second]
14:56 Verizon: So, hi, Nick, regarding your question about the estimated total bill, including charges, actually the one that I provided you already include everything: surcharges, government taxes, and everything. And that would be amounting to $170.58. And regarding your question about canceling a line, actually, I would say that there will not be much of a change, because your account actually subscribed into multi-line discount, meaning to say, the more line you add, the more discount you can have. Because for example, if you're going to cancel a one line here, and your Unlimited Welcome would be just $50 per month, but if you would remove a one line there, it could actually increase up to $10 more. So here in your multi-line discount, the more that you add a line, the more discount you can get.
About 13 seconds of silence on the line is cut here.
16:03 Verizon: So how does that sound?
16:06 Caller: Thanks. One more thing. If we did cancel a line... (The call log has one more word, "what", and then the call hit our 25 minute limit.)
Read the transcript of Verizon's callback
The transcript follows the edited recording. "Caller" is the call4me agent, answering our call4me number. "Verizon" is the same representative as on the call before. Private details are muted in the audio and shown in brackets here. Each shortened silence is marked. Brief acknowledgments ("okay", "sure") are left out.
0:00 Caller: Hello?
0:05 Verizon: Hello, um, Nick, our call suddenly dropped. I would just like to ask if you still need my assistance.
0:12 Caller: Hi, hello?
0:16 Verizon: Hi, hello, Nick?
0:19 Caller: Hi, this is Nick's assistant. ...or take a message. (The call log has "I can help or take a message." "I can help" is lost under the representative saying "Hello?")
0:26 Verizon: Our call suddenly dropped earlier. I would just like to ask if you still need my assistance.
0:33 Caller: Oh, great, thanks for calling back! Yeah, I called about getting that set up. I'm following up to find out what plans are cheaper than the current 5G Do More for the three lines, and what canceling one line would take, like any balance, any fees, when it takes effect, and whether the number can be kept or ported. Also, whether anything is offered to people who want to cancel a line.
0:58 Verizon: Okay, so okay, as I was saying earlier, there is actually, this is the best recommendation that I could give you, and that is if you'd like, we can change your plan from 5G Do More to Unlimited Welcome, and that would actually give you at least $50. You could actually save for up at least up to $50. And regarding your question about canceling a line, actually your account is subscribed into multi-line discount, meaning to say, the more lines that you have, the more discounts that you can get. So if you're going to cancel a line, there's not much of a change that's going to happen in your account.
1:46 Caller: Okay, understood. Just to confirm, what would the new monthly total be with taxes and fees if the three lines move to Unlimited Welcome?
About 1 minute 8 seconds of silence on the line is cut here, in two pieces on either side of a short "mm" from the representative, which is kept.
1:56 Verizon: Hello, Nick, are you still there?
1:59 Caller: Yeah, hi, I'm here. I had a question about canceling a line. Can you walk me through what canceling one of the lines on our account would take? Like any balance due on that line, or fees, or when it would take effect, and whether we could keep or port the number?
2:19 Verizon: Sure, I could give you that, if you will just give me what specific line are we talking about.
2:26 Caller: It's the [phone number removed] line.
2:33 Verizon: [phone number removed]
2:40 Caller: Yeah, [phone number removed].
2:48 Verizon: Okay, [phone number removed]. Thank you so much for that. I will just check my resources here, if you could just give me a moment.
2:57 Caller: Sure, go ahead.
2:59 Verizon: Okay, thank you so much.
[hold, 44 seconds of silence shortened to about a second]
3:02 Verizon: Hello, Nick, so upon checking the line for that ends with [last four removed], there's no any due or agreement here, only a plan that you're currently subscribing in, and that is the 5G Do More.
3:21 Caller: Okay, if we cancel that line, would it take effect right away? And would we be able to keep or port that number out?
3:32 Verizon: Okay, sure, let me check.
[hold, 22 seconds of silence shortened to about a second]
3:35 Verizon: So, actually, there's no option for us to port a line that has already been disconnected. So if you're thinking about porting it out, you could actually initiate the process, the porting process.
3:53 Caller: Sorry, can you say that again? The line cut out for a second. Sorry, about porting the number?
About 57 seconds of silence on the line is cut here.
3:59 Verizon: So, Nick, if you are thinking of porting the line, you could actually initiate the port out process, because once the number has already been ported out from Verizon, it will automatically be disconnected here.
4:21 Caller: Okay, so if we port it out, it will be disconnected automatically here? Okay, got it.
4:28 Verizon: Yes, that is correct. But you will be the one to initiate the port out process.
4:35 Caller: Okay, and are there any offers or anything available for people who want to cancel a line? That we should know about?
4:46 Verizon: Okay, sure, let me just check your account for any offers available.
4:51 Caller: Okay, great, thanks.
4:51 Verizon: Give me a moment, please.
[hold, 1 minute 41 seconds of silence shortened to about a second]
4:54 Verizon: So, hello, Nick. Based on what I've mentioned to you earlier, since your account is currently subscribed to multi-line discount, so actually...
The recording ends here.
Read the transcript of the call without an account
"Caller" is the call4me agent. "Verizon" is Verizon's AI assistant.
0:04 Verizon: I'm Verizon's AI assistant. We and our partners monitor and record calls for quality, systems training, and personalization.
0:14 Caller: Hi, hello?
0:17 Verizon: Hi. What are you calling about today?
0:19 Caller: Hi! This is Nick [last name removed]'s assistant. I'm just calling with a few general questions about switching to a cheaper plan, and what it takes to cancel a line on a multi-line account.
0:34 Verizon: Sure. To get started with your plan and account questions, what's the phone number on that account?
0:40 Caller: Oh, we're just asking generally. There's no account to pull up. Could I speak with a representative for some general info?
0:51 Verizon: There's quite a wait for a representative right now, and they'll still need your phone or account number to look up your details. Would you like to share that with me so we can get started here?
1:02 Caller: I don't have that information. We're just hoping to find out in general about switching to a cheaper plan, and what canceling one line usually involves.
1:17 Verizon: I can definitely share some general information on plan changes and canceling a line. To make sure I give you the right details, is this for a personal or business account?
1:28 Caller: It's for a personal account.
1:35 Verizon: I understand you are looking for details on switching to a cheaper plan and canceling a line on your personal account. To look into plan options and connect you with the right team to assist with that, I will need the mobile number associated with your account. Are you able to provide your telephone number?
1:53 Caller: No, I don't have that, but could you share in general what the cheapest plan is right now and whether there's a fee to switch or what you need to cancel a single line?
2:08 Verizon: Would you like to provide the account number instead?
2:11 Caller: I don't have that either. We're just trying to get a general idea without pulling up an account.
2:20 Verizon: I wasn't able to pull up an account with that number. Do you happen to have your account number handy from a recent bill or the app?
2:28 Caller: No, I don't have any account details, but we are just looking for general information. Could I speak with a representative about plans and cancellations?
2:46 Verizon: We need a valid phone number or account number to access your account. Please call back once you have that information ready. Thank you for calling. Goodbye.
2:56 Caller: Okay, will do. (From the call log, not audible on the recording: "Thank you. Bye!")
