BRP / Authorized (OLD NUMBER BACK)
Should be active: 
Should be cancelled:
 
- Customer called in asking assistance for an old number back
- Accessed the account using account pin // Last 4-digits of SSN with OTP verified
- Verified all information and advised that I will ask assistance with our MSISDN rep
- Provided MSISDN Disclosures
- Customer acknowledged
- Endorsed the request and MSISDN rep already completed the request
- Processed the request, got completed
- Informed customer, customer acknowledged
- Customer got disconnected
- End of call
 
For TMO REP (OLD NUMBER BACK)
- Rep Rachelle from NTC 1, called in asking assistance
- Accessed the account using verification token
- Took over the call
- Spoke with AU: Makaliah White
- Verified all information and advised that I will ask assistance with our MSISDN rep
- Provided MSISDN Disclosures
- Customer acknowledged
- Endorsed the request and MSISDN rep already completed the request
- While processing the request, customer got disconnected
- Porting number (should be active) is now showing active on the account
- End of call	

For BRP /Authorized (WRONG NUMBER CHANGED)
 
PN:
TN:
CIE:
 
- Customer called in asking assistance for  for a wrong number change of 3 phone numbers
- Accessed the account using account pin // Last 4-digits of SSN with OTP verified
- Verified all information and advised that I will ask assistance with our MSISDN rep
- Provided MSISDN Disclosures
- Customer acknowledged
- Endorsed the request and MSISDN rep already completed the request
- Processed the request, got completed
- Informed customer, customer acknowledged
- Customer got disconnected
- End of call 

For TMO REP (WRONG NUMBER CHANGED)

- Rep Kid from NTC1 called in asking assistance for a wrong number change of 3 phone numbers
- Accessed the account using verification token
- Took over the call 
- Spoke with AU: Andrew Wilson
- Verified all information and advised that I will ask assistance with our MSISDN rep
- Provided MSISDN Disclosures
- Customer acknowledged
- However, while working customer got disconnected
- Endorsed the request and MSISDN rep already completed the request
- Processed the request, got completed
- Accidentally cancelled lines and porting numbers are now showing active with the correct temporary numbers for each line
- End of call

For BRP - SIM SWAP
PN1: 
Should be Assigned To SIM1:
 
PN2: 
Should be Assigned To SIM2:
 
- ____ called in asking assistance for a Sim Swap
- Accessed the account using verification token
- Took over the call
- Spoke with BRP: ____
- Verified the numbers and sim card numbers
- Sent OTP via Samson, customer verified OTP
- Provided MSISDN Disclosures
- Asked assistance to MSISDN rep real-time
- Endorsed the ticket to MSISDN rep to close it
- Customer got disconnected on the line
- ____ acknowledged
- End of call