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?