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Hi! Thank you for calling American Home Shield, this is Fred. How may I help you today? 

Thank you so much for that -----, now I have your account in front of me but I need to verify this information. Can you give me your email address on file and your phone number on file as well? (if wrong details) it looks like you have a different (phone number/email address) on file, do you have any alternate (phone number/email address)?  

Now that I have verified your account, let me proceed on creating a service request for you. You mentioned that your ----, when did this start occurring (OR when did you first notice this problem?)  

Thank you for providing that information about your ---- now, is there any other non-functioning (HVAC system/ appliance/plumbing) in your home? (IF YES: ask attributes for next item// IF NO: alright, now let’s continue)  

While I’m entering your service request, I just want to make you aware that there will be a $XX trade service call fee due. I don’t see that you have a payment source on file so I will need to secure that now. Will you be using a credit card or bank account to pay your trade service call fee? Or, what credit card or bank account would you like me to put on file. (OR, (customer name), we are ready to send a contractor in response to your service request. I see you have a payment source on file ending in XXXX. Would you like to use that payment source for your trade service fee?) 

Can I have your credit card number? When does this card set to expire? Can I have your ZIP code please? Alright thank you so much for that, now let’s proceed on finding the right contractor for your concern/s.  

  But first, ----, Who would you like to be contacted regarding this dispatch? is it okay if the contractor will you call using this phone number and email saved on file? Alright 

the vendor will ask: property address and name, GIVE DETAILS. If approved, ask the POSITION and NAME(first name) of the vendor

There! I’m glad to inform you that I have found the best contractor for you! Do you have a pen and a paper near you so that you can jot down the contractor details I’m about to tell you? Perfect! provide contractor company name, office number I’ll also share to you your dispatch number. This will serve as your reference in case there will be an issue or inquiries about this work order. provide dispatch number  

---- would you like me to send you a message about our transaction thru SMS and email? 

There! I have successfully placed a work order for you with the dispatch number XXXXXXXXXX. Please keep your lines open as the contractor will contact you for the appointment until the end of the next business day (24 business hours) and they have until the end of the following business day (48 business hours) to initiate service. 

Is there anything else that I can help you with?  

"I am glad that I was able to address all of your issues today. Before we end the call, you will receive a survey with a rating up to 5, to rate your experience with myself. I hope I get a five star survey from you . 5 being the highest score possible. Should you want to participate, you can stay on the line. We appreciate your time and your feedback in advance! Again, this is Bry, thank you for calling American Home Shield, have a great day!" 

                                          Ghost Spiel

I can't hear anything on my end but if you can hear me, please give us a call back so we can assist you properly, thank you again for calling American Home Shield My name is BRY, we look forward to talking to you soon. Bye for now, Have a great day!   

  Proposed Spiel when calling the tech:

"I'm calling to get an update on the diagnosis for the dispatch ID number / work order number XXXXXX."