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FMAT END TIME: 12/31/2059 7:00:00 PM

ADMIN FEE SPIEL:

WEB DISCOUNT SCRIPT:

NON EZPASS EDUCATION:

CONCERNS:

RESOLUTIONS:

ADVISES:

EDUCATIONS:

COLLECTION:

COURT:

Name: LPN: Account: Verified: Yes Email:

Concern:

Resolution:

Court Date: County: PCS Amount: $ Toll Amount: $ Fee Amount: $ Verification Code: Summons ID:

Agent: Bacunawa Contact ID:

FAIR TRAVEL:

FAIR TRAVEL Name: LPN: Transponder: 650100 Email: Phone: FMAT:

Concern:

Resolution:

Education:

Stakeholder Account: Trip ID:

Agent: Bacunawa Contact ID:

HOV NOMINATION: Name: Account: Verified: Yes Email: Phone: FMAT: Concern: wants to nominate HOV for 7 days LPN: State: Transponder: Start Date: Start Time: End Date: End Time: 11:59PM

Agent: Bacunawa Contact ID:

TEMPLATE: Name: LPN: Account: Verified: Yes Email: Phone: FMAT:

Concern:

Resolution:

Education:

Total Amount: $ Reduced Balance: $ Payment Taken: $ Code:

Agent: Bacunawa Contact ID:

CONTACT INFORMATIONS:

EMAIL: customercare@expresslanes.com

EXPRESS LANES CONTACT NUMBER: (804) 497-7100

LOCKBOX ADDRESS: JPMORGAN CHASE BANK, N.A. P.O. BOX 28148, NEW YORK, NY 10087-8148

ADMIN FEE SPIEL:

FAIR TRAVEL SPIELS:

MISUSED:

EDUCATION:

REMINDER TO CUSTOMER:

*If customer requesting image:

*If customer requesting video footage:

COLLECTIONS SPIEL:

IMPORTANT NOTE: Do not disclose the collection amount to the customer.

*29-00 AND 38-00

FOR NIXIE YES:

COURT SPIELS:

PRE-COURT SETTLEMENTS 2 - $300.00 3 - $500.00 4 - $700.00 5 - $900.00

IF NIXIE NO, BUT THE CUSTOMER DOESN'T KNOW WHY THEY RECEIVED THE NOTICES:

IF NIXIE YES, BUT THE CUSTOMER DOESN'T KNOW WHY THEY RECEIVED THE NOTICES:

PLEASE NOTE:

GPS SCRIPTING:

SIGNAGES SPIELS:

PRICING ZONES SPIELS:

DYNAMIC PRICING SPIEL:

If a customer pushes for more information about how the system works, reply with:

If a customer pushes about how high pricing can get, reply with:

LAW ENFORCEMENT CANNED RESPONSES SPIELS:

AFFIDAVIT SPIELS:

PLEASE NOTE: the affidavit must be notarized before you return it. To fast track the process, you can fax the completed paperwork to (571) 419-6001 or email it to customercare@expresslanes.com.

AFFIDAVIT OF NON-LIABILITY:

RENTAL SPIEL:

ELECTRONIC TOLLING SCRIPT:

CONGESTION SPIEL:

If the customer is an E-Z Pass Customer, add the following:

If the customer is a Non-E-Z Pass, add the following:

REVERSE CHARGE TO EZPASS SPIEL:

REVERSE CHARGE TO NON-EZPASS SPIEL:

FOR HOV NOMINATION:

FOR GUARANTEED VTOLL PROCESS:

MEDIUM VEHICLE AND LIGHT VEHICLE

**SPIEL:

**IF CUSTOMER WANTS MORE EXPLANATION:

**To provide a smooth driving experience, the 3x rate applies to vehicles taller than 7 feet in height. This includes most tall passenger vans, commercial vans, 2-axle large box trucks, and flatbed trucks on the 495, 95 and 395 Express Lanes.

SUP CALL

**SYSTEM ISSUE SPIEL:

*EMAIL PHISHING:

MILITARY:

NOTE: Follow normal procedure if applicable. Please use goodwill adjustment code.

EZPASS SCRIPTING:

The Express Lanes tried to charge your account, but it was not accepted, and when a charge was not accepted, an invoice will be generated, this invoice can only be processed through calling express Lanes or on Express Lanes website.

We recommend you contact your E-Z Pass agency to further check the status of your account during the trips in question.

You can call your e-z pass agency to validate this information, and cross reference your statement to see charges with details of the trip

For instance, like this, we ensure to advise the terms and condition with the E-Z Pass agency. Under section 4 of the terms and conditions, it clearly states if there was an issue with account (NSF or improper mounting) then invoice can be generated, and when an invoice is generated, it is subject for a settlement which is also aligned with the current process we have on Express Lanes.