!!!NOTES SCRIPT!!!

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COURT CALL

• Agent: Rich
• CX:
• Acct#:
• LPN#:
• Toll Amount:
• PCS Amount:
• County:

Court Spiel:

• "Your account with the Express Lanes progressed to court. At this stage, I’m authorized to offer you a Pre-Court Settlement of [X.XX]. once that total is paid you don't have to go to the court and the remaining trips will be wave.
• 2 - $300 4 - $500 5 - $900

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HOV NOMINATION

• Agent: Rich
• CX:
• Acct#:
• LPN#:
• TPRD#:
• State:
• Email:
• Phone:
• HOV for 7 days
• Start Date:
• Start Time:
• End Date:
• End Time: 11:59PM

HOV Nomination Spiel:

• "If you are using a bumper transponder and wants to nominate an HOV travel, you can contact us at 1-855-495-9777 Monday to Friday (7:00 AM to 7:00 PM). Please be advice, HOV nomination end date must be not more than 7 days from the start date. Kindly contact us 30 minutes before your travel."

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FAIR TRAVEL

• Agent: Rich
• CX:
• Acct#:
• LPN#:
• TPRD#:
• Email:

Fair Travel Spiel:

• "Across the Express Lanes, we have camera technology that identifies when a car makes a trip on the Lanes in HOV mode. - Members of our team will check this data and will verify that your E-ZPass Flex was in HOV ON mode with less than 3 people in the car which includes individuals with short stature and children. - Kindly ensure there's no object obstructing the view from the window. - Our team will re-review the data and will get back in touch within 3 business days."

• EDUCATION: "Pls ensure to meet the requirements needed for free travel, 1st there must have 3 or more people in the vehicle, 2nd your transponder must be switch to HOV ON and the, and 3rd one is your account must still have a sufficient balance even though we will not charge the account since the toll fee is free - 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.

• REMINDER TO CUSTOMER: "Switch your E-ZPass Flex to the left when you don’t have three or more people in your car because if it is in HOV ON status it will result in you being charged the full amount for the trip or worse, you could be pulled over by the Virginia State Police, fined up to $1,000 and subject to traffic violation points added to your license.

• "Virginia State Police troopers can issue tickets of up to $1,000 to drivers who say they are HOV when they are not. Or camera technology on the Lanes can spot HOV trips and make sure there are at least 3 people in your car. If there aren’t, charges can apply. *If customer requesting image: - To protect driver privacy, we provide photos only when we reject disputes to pending or posted toll charges related to an E-ZPass Flex improperly set to HOV ON."

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