了解高额账单
Understanding a High Bill
客户致电公用事业公司，因为他们最近的账单比平时高出许多，他们想了解原因。
对话轮次
11
预计时长
6 分钟
场景
水电费查询
完整对话内容
以下是该情境的完整英语对话，包含中英文对照和重点解析
👩
Lisa
第 1 轮
Hello, thank you for calling City Utilities. How may I help you today?
English
您好，感谢您致电城市公用事业公司。今天有什么可以帮您的？
中文翻译
👨
James
第 2 轮
Hi there. I'm calling about my latest utility bill. It seems unusually high, and I'm trying to understand why.
English
您好。我打来是关于我最新的水电费账单。它看起来异常高，我想了解一下原因。
中文翻译
👩
Lisa
第 3 轮
Certainly, I can help you with that. Can you please provide your account number or the service address?
English
当然，我能帮您。请您提供您的账户号码或服务地址好吗？
中文翻译
👨
James
第 4 轮
Sure, my account number is 123456789. The address is 100 Main Street.
English
好的，我的账户号码是123456789。地址是主街100号。
中文翻译
👩
Lisa
第 5 轮
Thank you, Mr. Smith. Let me pull up your account. Okay, I see your latest bill is for $250, which is higher than your average of around $100. Would you like me to go over the breakdown with you?
English
谢谢您，史密斯先生。我来查一下您的账户。好的，我看到您最新的账单是250美元，比您平均的100美元左右要高。您想让我和您一起过一遍明细吗？
中文翻译
👨
James
第 6 轮
Yes, please. I haven't changed any of my habits, so I'm a bit stumped as to why it's so much higher.
English
是的，请。我没有改变任何习惯，所以它高出这么多让我有点摸不着头脑。
中文翻译
👩
Lisa
第 7 轮
Alright. Looking at the usage details, I see a significant increase in electricity consumption this past month. It went from an average of 500 kWh to 1200 kWh. Did you have any new appliances running or perhaps an extended period of air conditioning use?
English
好的。查看使用明细，我看到上个月的电力消耗显著增加。它从平均500千瓦时增加到了1200千瓦时。您是否有新的电器在运行，或者空调使用了更长时间？
中文翻译
👨
James
第 8 轮
Ah, that makes sense. We did have a heatwave, and I ran the AC almost non-stop. I didn't realize it would have such a big impact. Thank you for clarifying that.
English
啊，原来如此。我们确实经历了一场热浪，我几乎不间断地开着空调。我没想到它会有这么大的影响。感谢您澄清这一点。
中文翻译
👩
Lisa
第 9 轮
You're welcome. High temperatures definitely cause an increase in energy usage. Is there anything else I can assist you with today regarding your bill?
English
不客气。高温确实会导致能源使用量增加。关于您的账单，今天还有其他我可以帮助您的吗？
中文翻译
👨
James
第 10 轮
No, that's all for now. Thanks again for your help.
English
没有了，暂时就这些。再次感谢您的帮助。
中文翻译
👩
Lisa
第 11 轮
You're most welcome. Have a great day!
English
非常欢迎。祝您有美好的一天！
中文翻译
🎯
对话学习完成
结合右侧的词汇和句型解析，加深理解和记忆
重点词汇
utility bill
公用事业账单
A bill for services like electricity, water, or gas from a public company. Use this when talking about payments for home services.
中文解释
来自公共公司的服务账单，如电、水或煤气。在谈论家庭服务支付时使用此项。
account number
账户号码
A unique number given to your customer account for identifying your records. Provide it when calling companies for help.
中文解释
分配给您的客户账户的唯一号码，用于识别您的记录。在致电公司寻求帮助时提供它。
unusually high
异常高
Something higher than normal or expected. Use this to describe unexpected increases, like in prices or usage.
中文解释
比正常或预期更高的东西。用于描述意外增加，例如价格或使用量。
breakdown
明细
A detailed list showing parts of a total, like bill items. Ask for a breakdown to understand costs better.
中文解释
显示总数的组成部分的详细列表，例如账单项目。请求明细以更好地理解成本。
stumped
困惑
Confused and unable to understand or solve something. Use it when you're puzzled by a situation.
中文解释
困惑且无法理解或解决某事。当你对某种情况感到困惑时使用。
consumption
消耗
The amount of something used, like electricity. Common in bills to show how much energy you used.
中文解释
某物使用量的多少，比如电力。在账单中常见，用于显示你使用了多少能源。
appliances
家用电器
Household machines like refrigerators or washers that use electricity. Mention them when discussing energy use.
中文解释
像冰箱或洗衣机这样的家用机器，使用电力。在讨论能源使用时提及它们。
heatwave
热浪
A period of very hot weather. Use this to explain reasons for higher cooling costs in summer.
中文解释
一段非常炎热的天气时期。使用此来解释夏季冷却成本较高的原因。
重点句型
"How may I help you today?"
"今天我能为您做什么？"
重点句型
语法解析
A polite way for service reps to offer help. It's formal and open-ended, useful for starting customer service calls. Grammar: 'May' makes it polite and indirect.
中文解析
服务代表提供帮助的礼貌方式。它正式且开放式，有助于启动客户服务电话。语法：'May' 使它礼貌且间接。
"I'm calling about my latest utility bill. It seems unusually high, and I'm trying to understand why."
"我打电话是关于我最近的公用事业账单。它似乎异常高，我想弄清楚原因。"
重点句型
语法解析
States the purpose of the call and the problem clearly. Useful for complaining or inquiring politely. It uses 'seem' for uncertainty and 'trying to' for ongoing effort.
中文解析
清楚说明通话目的和问题。有助于礼貌地投诉或询问。使用 'seem' 表示不确定性，'trying to' 表示持续努力。
"Can you please provide your account number or the service address?"
"请提供您的账号号码或服务地址。"
重点句型
语法解析
Requests specific information needed to help. 'Please' adds politeness; 'or' gives options. Use this in service roles to gather details efficiently.
中文解析
请求帮助所需的具体信息。“Please”增加礼貌；“or”提供选项。在服务角色中使用此句以高效收集详细信息。
"Would you like me to go over the breakdown with you?"
"您想让我和您一起回顾一下明细吗？"
重点句型
语法解析
Offers to explain details step by step. 'Would you like' is polite for suggestions. Useful for confirming if the customer wants more info.
中文解析
提供逐步解释细节的建议。“Would you like”是用于建议的礼貌表达。用于确认客户是否想要更多信息。
"I haven't changed any of my habits, so I'm a bit stumped as to why it's so much higher."
"我没有改变任何习惯，所以有点困惑为什么会高这么多。"
重点句型
语法解析
Explains no personal changes and expresses confusion. 'So' connects ideas; 'as to' introduces reasons. Good for describing unexpected issues.
中文解析
解释没有个人变化并表达困惑。'So'连接想法；'as to'引入原因。适合描述意外问题。
"Did you have any new appliances running or perhaps an extended period of air conditioning use?"
"您是否有新的电器在运行，或者空调使用了较长的时间？"
重点句型
语法解析
Asks about possible causes with examples. 'Or perhaps' suggests alternatives softly. Use in troubleshooting to identify problems.
中文解析
询问可能的成因，并提供示例。「或者或许」柔和地建议备选方案。在故障排除中使用，以识别问题。
"Ah, that makes sense. Thank you for clarifying that."
"啊，这说得通。谢谢你澄清这一点。"
重点句型
语法解析
Shows understanding and gratitude. 'Ah' expresses realization; 'makes sense' means logical. Useful to acknowledge explanations positively.
中文解析
显示理解和感激之情。'Ah'表达领悟；'makes sense'意为合乎逻辑。有助于积极地承认解释。
"Is there anything else I can assist you with today?"
"今天还有什么我可以帮助您的吗？"
重点句型
语法解析
Checks for more needs before ending. Polite closing question in service. 'Assist with' is formal for helping.
中文解析
在结束前检查更多需求。服务中的礼貌结束问题。'Assist with' 是帮助的正式说法。