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Intake- NO ACTIVE JOBS- CREATE NEW JOB

  1. My name is Dina. Are you safe and out of danger? I'm glad to hear that you are safe.
  2. May I ask you a few questions to get you on your way? Thank you
  3. What is the best phone number to reach you? I have your phone number here as ________ Your phone number will be the reference number for today’s call. Would you like to receive text updates on this number?
  4. May I have your {Policy-Name-Last Name- Zipcode-VIN}, please? >SKIP> PUT MANUALLY May I ask who I'm speaking with?
  5. Thank you MS. MR. May I have the vehicle's year, make, and model that needs service? May I have the color of your {brand}? May I have the estimated mileage?
  6. What type of roadside assistance do you need today? I do understand that's not what you expected today, experiencing felt so frustrating. I'll definitely be able to help you secure service today. EMPATHY PLEASE. Identify the Service Did the vehicle stop when it was running? Yes. TOW Has a jump start already been attempted? Yes. TOW No. BATTERY JUMPSTART Which tire is flat? Do you have a good spare? Will the keys be with the vehicle the service arrived? Will you also be with the vehicle when the service arrive? Can be the vehicle be put into neutral? Is there anything above the vehicle with the clearance below 7 feet that would impact a TOW TRUCK from picking up the vehicle? Does the vehicle have the trailer attached?
  7. May I ask where are you located? In parking lot, highway, or business? May I have the address where the vehicle is located?
  8. Okay, thank you for that. I'm going to add some notes so that the service provider got the exact location. IF TOW- I'm showing the closest location to be---(say the safest location) Would you like to have your vehicle tow there? Please give them a call and let them know your vehicle will be arriving, and a brief description of the problem. Great news! You are covered to the TOW. Covered - Great News! You are covered for this service.

Partially Covered - Great News! You're covered up to {mile or dollar limit}. Since the destination you are requesting is further away there would be an out-of-pocket expense. Would you like to look at a closer location?

I can help you with a location further away. I will set up the service as an out-of-pocket expense for the remaining balance. The balance of today's service will be {x amount}. I will text you a secure payment link so you can enter your information. Once authorized, we will secure service and you will be charged once service is complete. Is xxx-xxx-xxxx the best number for me to send the link?

Not Covered - Let's get you on your way. I am not able to confirm your benefit right now but am able to set up service as an out-of-pocket expense. You can submit to {Brand} for evaluation of reimbursement. Today's service is ($X). I will text you a secure payment link so you can enter your information. Once authorized, we will secure service. You will be charged once service is complete.

Closed Loop Your phone number is the reference # to this call.
If TEXT –You will receive the estimated time of arrival in a text message when service has been secured.

Closing Thank you for calling {brand name} roadside assistance.