Advise the caller you will need to place an outbound call.
I am going to put you on hold and call your mobile number on the account
1. Place the current caller on hold and place an outbound call.
2. Once the customer answers, greet them with the following script (Note: Use this script verbatim)

Hello this is _____ from <Boostmobile>. Please note that this call is being recorded for quality assurance purposes. Am I speaking with <customers name>? 

If the customer agrees to the call being recorded you will need to check the Record Call consent box in CTI.

4	Did the customer answer the outbound call and is the same name/person you were talking to?



Yes > Return to the other call and assist the customer as needed

Not the same person > Advise outbound customer that you were performing a verification step due to someone calling for their account and end call

Advise the original caller The call to your phone did not complete through to you. Unfortunately, I'm unable to get into your account without proper authorization. 

Did not answer > Advise the customer additional verification is needed