Thank you for calling the Express Lanes

A: “Thank you for calling the Express Lanes, this is [Agent Name], may I have your name please?”

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

• (Repeat the information (LPN) PHONETICS)
• (Pull up the account using the information provided.)
• (Once pulled up.)

A: A1: “Please verify the complete name and address as shown on the invoice you received”.

• (Once Verified.) Thank you for verifying the account.”

A2: or if listed on the account, ‘ Is the email address _____ and the phone number ____ correct?