1. Opening Spiel
2. Ask the Customer for the Reference #
3. Key Spell to Confirm the Reference # Provided 
4. Ask the Caller for the Sender's Complete Name 
5. Ask the Caller for the Receiver's Complete Name 
  * Tell the Customer that you'll be Pulling Up his Profile & to stay on the line
      - Copy the Customer's Mobile # and Last Name to Pull-up Profile
  * Tell the Customer that you'll be requesting more information
6. Ask the Caller for his Date of Birth 
7. Ask the Caller for his Street Address 
  * Assure the customer that you'll proceed with amending the customer's name
  * Request what changes need to be made on the customer's name.
  * Tell the Customer that you'll put the line on-hold.
8. Proceed in Amending the Customer's Name following the KB Guidelines 
  * Tell the Customer You're Almost Done when You Are. 
9. Spiel for the Customer once Amend is Completed: 
  * I'm done amending the name of _____________.
  * Please advise the Receiver to to Bring His Valid ID and the Reference # 
     to Pick-up the Money.
10. Tell the Customer about the MGO Self-Service Spiel: 
  * Just to let you know that MoneyGram has an Online Self-Service Portal
  * That allows the customers to amend their receiver's name, 
  * Cancel their transaction to get a refund, and;
  * Check the transaction status w/o the need to contact MGI Call Center. 
  * All you need to do is to access MoneyGram Help Center at
     www.moneygram.com/helpcenter. 
11. Is there anything else I can help you with? 
12. Thank you for calling MoneyGram. Again, my name is Eds. 
      Have a great rest of your day.