☮CALL FLOW☮

Account #: Name: Plate #: TPDR: Invoice #: Violation #: address: Phone #: Email:

Alfa - Bravo - Charlie - Delta - Echo - Foxtrot - Golf - Hotel - India, Juliett, Kilo, Lima, Mike, November, Oscar, Papa, Quebec, Romeo, Sierra, Tango, Uniform, Victor, Whiskey, X-ray, Yankee, Zulu.

☮CALL FLOW☮

“Thank you for calling the Express Lanes, this is Angel, may I have your name please?”

“Thank you!” May I please have the license plate number you are calling in reference to, today?”

“Please verify the complete name and address as shown on the invoice you received”.

"Thank you for verifying the account.”

☮FMAT☮ Would you like us to enroll you to our future missed a toll notification program? In case in the future you travel, we will notify you via email for your trip prior to sending you an invoice.

"How may I assist/help you today”?

It will be my pleasure to assist you with _______.

I understand your concerns regarding ________. It will be my pleasure to assist you with ________.

☮Education (future travel)☮

☮Non EZPass☮

To prepare for your future travel on the Express Lanes. You can open an E-ZPass account or sign up for Missed a toll email notification.

☮VA EZPass☮

As a Virginia E-ZPass account holder, you can also contact your E-ZPass agency to sign up for a range of email and text notifications about your account. In addition, please ensure the transponder is properly mounted, there are sufficient funds on the account, all license plate numbers are linked, auto-replenishment is active, and the address is updated with the DMV.

☮OOS EZPass☮

In addition, please ensure the transponder is properly mounted, there are sufficient funds on the account, all license plate numbers are linked, auto-replenishment is active, and the address is updated with the DMV.

☮Closing statement☮

"Are there any other concerns I can assist you with today?"

"Thank you for contacting the Express Lanes, Safe travels!"