I was a supervisor at a call center, the customer called in to our representative and he was very upset, said that he owed his bill and he already paid it and blah, blah, blah. And I went over and had a conversation with him on the phone and let him know that this is what's going on. It looks like you did pay the past bill and I just kind of showed him exactly what was going on with the bill so that he fully understood that that was his past payment, not a current. But going into that detail because it did get escalated to me because he was not fully understanding from the representative what was going on or sometimes they just like to talk to a supervisor in those situations. So I just calmly explained it to him and educated him on the bill and then he was able to understand and he made a payment.