SPIELS: "I can see that you are concern regarding the electric issue and it needs to be transferred as per tech, let me go ahead and assist you with that. (after the validation) Can you give me atleast 2-3mins to put you on hold so that I can call the tech to get confirmation which trade its needs to be transferred Mr Customer, I just wanted to inform you that the work order has been successfully transferred to plumbing trade. Just keep your lines open because the assigned vendor will gonna call you within 24-48 business hours to set up the appointment date". NOTE: Customer called in tt (Name) (Buyer) cust called in to inform me that this work order needs to be transferred to different trade Successfully transfered to other trade. mbr okay. Called technician tt (name of tech) w/ brand asked if this work order needs to be transferred to (diff. trade) TRANSFER TRADE -No service fee - if the wo is expedited , and want to transfer trade (expedited to normal wo). SECOND OPINIONS diff. diagnosis (NO SERVICE FEE) same diagnosis (SERVICE FEE DUE) (24-48) business hours (Just like placing a new service request) -Out of the pocket/High cost (Valid second opinion) -Cannot be replaced with the same (brand,color) -When its the contractor's fault SPIELS: As per the diagnosis of the technician,.. (Customer called in) Recalls (Issue recall) -Contacting the same vendor again -must be a same issue and same item CREATE DENIALS -WANTS TO PLACE A SERVICE REQUEST, BUT IN NON-SERVICIABLE ITEMS JUST ASKING FOR THE ITEM -DOCUMENT IN COVERAGE INFO MODULE 12- CASH IN LIEU -when there is a NET CIL, you can transfer them to the members resolution MODULE 13 : (UNIT 1): AUTHORIZATIONS OVERVIEW SERVICE OUTCOMES 1.REPAIR 2.REPLACEMENT 3.APPLIANCE REPAIR OPTIONS 4.APPLIANCE REPAIR OPTIONS 5.SYSTEM UPGRADE 6.CASH IN LIEU *REQUEST AUTHORIZATION *REQUEST COMMUNICATION DETAILED DIAGNOSIS - (documented professional opinion of the contractor) THE DETAILED DIAGNOSIS CONSISTS OF: -the item -malfunction of the item/how the malfunction is affecting the primary function of the the item -the cause of the failure -recommended action to correct the malfunction. *Autho Specialists will stop taking calls regarding denial questions disputes effective Wednesday 6/19/19. o Calls from customers regarding non covered costs and non-covered decisions will be handled in customer service. § If you have questions in regards to a call regarding non covered costs/decisions please use your resources and/or see your Sup/TM/Floor Support § Escalations regarding non covered costs/decisions would be handled through the standard customer service escalation path. o The autho specialists option in the transfer menu should no longer be used. o The only valid calls or transfers to authorization would be technicians on the line needing authorization. § For autho related questions use your resources or see your Sup/TM/Floor Support · Contractor Relations phone number o The phone number to contractor relations should never be provided to customers. · Non Covered Costs – With the change to authorization specialists it will be important for agents to be able to understand and review non covered items with customers. Below are some of the most common non covered cost items they may come across with examples.This info may need to be covered across multiple huddles. o Modifications - A modification is a system or structural change so that a replacement item or component will fit and operate correctly. Examples: § A new water heater may be a different size/height and plumbing, gas, vent, T&P, electrical lines, may need to be rerouted to be able to connect to the new water heater. A different size drain pan may be needed. § A new HVAC system may need to have ductwork, venting, gas lines, condensation drain lines, or electrical, drain pan modified to be able to connect to the new system, if the unit is larger a larger concrete pad may be needed for the new outdoor unit to sit on. § A new system may be larger and no longer fit into the space of the old equipment so the system may need to be relocated. § Electrical lines may need to be rerouted. The old unit may have been hard wired to the electrical system and an outlet needs to be installed to install the new equipment or a larger capacity breaker may need to be installed. o Code Requirements/Modification/Violations – Installation of some systems are regulated by law using code laws. Code law regulation requirements may occur at the national, state or local level and can change frequently. Most of these regulations are related to safety or environmental issues. § If an item is regulated by code and is being replaced, it must be installed in accordance with current code regulations. § If the code regulations in that area have changed since the item was originally installed there may be changes or modifications required by code to install the new system to current code. These changes may not be required to get the system to fit or operate correctly, but instead are needed solely to meet code regulations. Examples: · A water heater is being replaced. The previous water heater did not have a drain pan but now code regulations require all new water heaters to have drain pans. This would be a code required modification. · Code may require gas or water line be changed from hard pipe to flexible pipe or flexible pipe to hard pipe, installation of additional items like an expansion tank or a sediment trap, changing flue vents to a different diameter or material · For HVAC codes may require a float switch to be installed to automatically shut the unit off if there is water in the drain pan, locking caps on refrigerant ports to keep non technicians from accessing refrigerant, to add an emergency or secondary drain pan, mastic sealant be used to seal joints in ductwork and sheet metal to prevent air loss to help energy efficiency. § Permits – For some repairs/replacements contractors may be required to pull permits to do the covered work. · Contracts vary in regards to coverage for permits, refer to the customers contract for permit coverage. o Access is work that must be completed so that the technician can get to the appliance or system to diagnose or to complete a repair or replacement. § Structural elements of a home or components of a system or appliance may have to be moved or uninstalled. It can include cutting through drywall, removing tile, removing cabinets to get to leaking plumbing/electrical lines, pulling a well pump to diagnose or moving a refrigerator. § Coverage for access varies based on the item and contract. § Some replacements may require a crane to be brought in to provide access to get the new unit up onto a roof. o Recapture, reclaim and dispose of refrigerant -- Refrigerant is an environmentally hazardous material and must be handled according to federal regulations. § There is typically a fee for this.​ Coverage varies per contract, refer to contract for coverage. § Recapture and reclaim means the tech hooks a machine up to the system to pull the refrigerant out of the system so it does not get let out into the air. § Disposal of the refrigerant means taking the recaptured refrigerant to a disposal/recycling facility. o Dismantle and Removal of Defective Equipment -- When AHS replaces an appliance or system equipment, sometimes the old equipment has to be removed from the home and properly disposed of according to local requirements. There is often a fee for this disposal. § Contract coverage varies. Please refer to contract for coverage. SPIEL Hi , Thank you for calling american home shield ,my name is nica, how can i assist you today? I can see that you are concern/want to place a service request LET ME GO AHEAD AND ASSIST YOU WITH THAT In order to pull up your account can you provide your first and last name, property address, how about your email address OKAY THANK YOU FOR PROVIDING ME YOUR INFORMATION Which item would you like to place a service request ? MAY I KNOW WHAT THE ISSUE OF THE ITEM YOU WANT TO PLACE A SERVICE REQUEST? "Is there anything else that I can assist you with?" "And just to make a quick recap you called in to"... "I am glad that I was able to address all of your issues today."/"Again, we apologize that the issue was not resolved over the phone right now. Rest assured that.. (proper setting of expectation on the next steps that will be taken) "Before we end the call, you will receive a survey with a rating up to 5, 5 being the highest score possible. Should you want to participate, you can stay on the line. We appreciate your time and feedback in advance!" Again, thank you for calling American Home shield, have a great day! -nevada tina- A -you did the right thing if the tech determines- CIL correct definition of simple mechanical- trouble shoot / a the contractor completed the repair of the mem aircon/ 34 days ago- a/d shield essential - mrs member you did . if a member calls and requests - dispatch note