1. Opening Spiel
2. Request the Reference # from the Customer
3. Request the Caller's Complete Name
4. Check if this is the Customer's First Call
5. Request the Customer's Permission to Put the Line On-Hold to Check KB
6. Refer to the Related Cases
    Refer to the Transaction Notes 
6. Check if the Customer's Account is PAN Data and Refer to KB
7. Thank the Customer for Staying on the Line
8. Request the Intended Account # from the Customer 
9. Request the Name of the Company/Biller from the Customer 
10. Request the Customer's Permission to Put the Line On-Hold & Check KB 
11. Check Date/Time Sent from the Transaction Details 
12. Create (until Completion) the Case Following the KB Guidelines
13. Thank the Customer for Staying on the Line
14. Advise the Customer of the Posting Timeframe 
15. Advise the Customer to Contact the Biller Directly 
16. Closing Spiel 
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