1. Opening spiel
2. Acknowledgement
3. Set Expectation
4. Verification
5. Probing Question
6. Ownership
7. Resolution
8. Ad sell, bundle offer (standalone subscriber only, US users only)
9. Recap and ask for further assistance
10. Survey Spiel
Closing 

general verification:  name and email only
-general/self-service/fraud

acc verification: email/cc type or payment method
-about account and subscription

complete verification: email/cc type or payment method/2 content watched/device watched in the last 2 months
-email change/product switch

full name 
email
billing/payment method (IAP ex: apple/google/PayPal etc. ask for email registered or if D2D CC ask for card type and last 4)
3rd Pary - how are you billed with Disney+
if d2d/3rd party - how do we pay for the subscription	
if from Hulu - where was the subscription came from