* Response Type
* Phone

When customer states they are unable to pay online:
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- "Please attempt to recreate the issue via the Express Lanes website and follow the guidelines for online payment issues."

- "Thanks for giving us a call, we value your feedback and apologies for the inconvenience. The online payment system is back up and running.
To save time, you can complete the process here with me now:"

If the issue has not been resolved use the following:
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- "Thanks for giving us a call, and apologies for any inconvenience. While our team gets the online payment system back up and running, we can complete the process over the phone with you now. "