MY DAY

    https://online-voice-recorder.com/     https://pinetools.com/print-screen

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Verified: Yes CALLER: LPN: ACCT: EMAIL: PHONE: ADDRESS: TRPD:

Reason: Resolution: Agent: RICH V. Transaction Date: 10.22.2024 AWS ID: @@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

1. “Thank you for calling the Express Lanes, this is RICH. May I have your FIRST name so I can properly address you?"
2. “I hope you're doing good today! In order to ASSIST you right away, could you please provide your License Plate Number that you are calling about? Thank you for that information!"

3. HOW CAN I HELP YOU WITH THIS CALL PLEASE?  
>> EMPATHY
3.1 "We understand, MISTAKES can happen. We sincerely apologize for your EXPERIENCE."
3.2 "We understand, this has been INCONVENIENT for you. We are truly sorry to hear about your ENCOUNTER."

NO WORRIES, I'm qualified to assist Express Lanes matters especially your concern with____________ Allow me to help you solve this under your license plate number.

4. For our system to fully verify and access your account, could you please provide the registered full name and address down to zipcode? Thank you for verifying the account.” BY THE WAY, for future reference, may we register your EMAIL ADDRESS to our MAT-FMAT, and your PHONE number as well?
5. Today, I have processed for you the ___________! Anything else I can help you with? Excellent!
6. You can reach our customer service team Monday through Friday, 7am-7pm at 1-855-495-9777. Your trust in us is our most precious asset. 
THANK YOU FOR CALLING THE EXPRESS LANES. SAFE TRAVELS! 
* DISPOSITION HIERCHY
1. Court / 2. Collection / 3. Ezpass / 4. Invoice / 5. Missed a toll 
>> (Non Ezpass) / (Ezpass-650100) / (OOS-65006, 65015,65017)
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If HELD on OUI, SPIEL Fair Travel then NOTES at DISPUTE Button
Missed toll (within 5 days of trip) - $1.50 fee · First invoice (6-35 days after trip) - $12.50 fee · Second invoice (45-74 days after trip) - $25.00 fee 
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PAYMENT SPIEL: A kind reminder: Please provide your card details slowly and clearly as we are not permitted to repeat or record them. Thank you! 
PAYMENT CONFIRMATION Spiel 
"Our records indicate a payment in the amount of $xx.xx, with VERIFICATION CODE xxxxxx, and has been applied to account number xxxxxxx and the account now reflects a zero balance."
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HOV TRIP TOLL MODE
Our records confirm the transponder was in toll mode during the trip in question and the charge was not accepted by your E-ZPass agency, due to insufficient funds, which caused an invoice to be mailed to you.
Don’t forget, your E-ZPass Flex should show “HOV ON” if you want to travel toll-free with three or more people in the car. You’ll hear a loud beep when you switch your Flex to “HOV ON” to remind you it’s in toll-free mode. If you aren’t in “HOV ON” mode you will pay a toll. 

NON EZPASS
"A Friendly Advice: To prepare for your future travel on the Express Lanes, you can open an EZPASS ACCOUNT, or WOULD YOU LIKE YOUR EMAIL TO BE REGISTERED FOR OUR Missed a Toll notification? In case you travel again in the future, we will send you an email before it progresses to an invoice.

VA EZPASS
"A Friendly Advice: As a Virginia E-ZPass account holder, you can also contact your E-ZPass agency to sign up for a range of email and text notifications about your account."
"In addition, please ensure the transponder is properly mounted, there are sufficient funds on the account, all license plate numbers are linked, auto-replenishment is active and the address is updated with the DMV."

OOS (OutOfState) EZPASS
"Please ensure the transponder is properly mounted, there are sufficient funds on the account, all license plate numbers are linked, auto-replenishment is active, and the address is updated with the DMV.

DMV Look up
- "We show 1 trip/s from 7/8/2024 2:37:09 PM taken on 95 Express Lanes Start (Near SR 236) to Prince William Pkwy SR 294 with $1.50 administrative fee per trip PLUS $11.30 TOLL FEE."
- "To avoid further penalties or additional fees continue to stay on the line to complete the payment process with me."

UNABLE TO LOCATE MORE THAN 120 DAYS TRIP
---"We are unable to locate the trip more than 120 days old. Please contact your E-ZPass agency for further assistance."
---" Please be advised according to the terms and condition of E-ZPass agency General Section l) Not to dispute toll charges that are more than 120 days old. Please contact your E-ZPass agency for further assistance."

EMAIL EDUCATION ONLY
This email is educational only and you currently have no pending charges for HOV travel on the Express Lanes.

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HOV Nomination Please. Thanks!
Verified: Y
Name: 
Email: 
Tprd: 
Trip Start: 
Trip End:  
LPN: 
Acc#: 
Signature Name: RICH
Contact ID: 
OFFER FMAT: "WOULD YOU LIKE TO REGISTER FOR OUR FUTURE Missed a Toll notification? In case you travel again in the future, we will send you an email before it progresses to an invoice.
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 **MAT/Toll Notice/Collections/**  
---
- FMAT: 
- Verified: 
- Name: 
- Concern: 
- Email: 
- Phone: 
- Resolution: 
- Amount Paid: 
- Payment Code: 
- Amount Reduced: 
- FTF Code:  
- Signature:  

**Court Call** 
---
- FMAT: 
- Verified: 
- Name: 
- Email: 
- Phone: 
- Concern: 
- Resolution: 
- Amount Paid: 
- Payment Code: 
- Summons ID: 
- Toll Amount: 
- Addtl Fee:  
- Signature:  

**Fair Travel** 
---
- Name: 
- Concern: 
- Resolution: 
- Toll Amount: 
- Trip ID: 
- Trip Date:  
- Signature:

TRANSPONDER TAGGING
- Smart Tag, Virginia - 650100 
- Maryland Transportation Authority - 650160 

EMAIL EDUCATION ONLY
---
This email is educational only and you currently have no pending charges for HOV travel on the Express Lanes.
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DROPCALL:
* MP090424007 = 9/6/2024 + 8:57PM = Carly = LPN: 78BPXW
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HOV Nomination Please. Thanks!
Verified: Y 
Name: 
Email: 
Tprd: 
Trip Start: 
Trip End:  
LPN: 
Acc#: 
Signature Name: RICH
Contact ID: 
OFFER FMAT: "WOULD YOU LIKE TO REGISTER FOR OUR FUTURE Missed a Toll notification? In case you travel again in the future, we will send you an email before it progresses to an invoice.

8081787977 noiv 14 
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OFFLINE REQUEST:
https://cnxmail.sharepoint.com/sites/OperationsDelivery/TUS/Pages/Agent-Access-Page.aspx?xsdata=MDVXMDJXYmXuamXzaHVhLmdhcmNpYUBjbXjZWXcmlXLmNvbXwXZjgwNmNlZDViMzkXZDdiNTcXMzAXZGNiOGEXNXQXZXwXOTllNTFkNjJmOGMXMzQXOGUXOTFmNzkXYTUxYTkXYXwwfDBXNjMXNTgXMjgXMjkXNDAXNTIzfFVuaXvdXVFdGcGJHWnNiMXQXZXlKVXlqbXlNQzRXTGpBdXEQWlMQXpRSWpvaVYybHVNeklpTENKQlRpSTZJazFoYVdXaUxDSlhWQXkXTWXwPXwwfHxX&sdata=VFhXWDFXbzhkMXlORFFZcUgwaFoXTXLSXRXeTFrSlZKOHNiNXlrSGXkNDX%Xd&SafelinksUrl=https%Xa%Xf%Xfcnxmail.sharepoint.com%Xfsites%XfOperationsDelivery%XfTUS%XfPages%XfAgent-Access-Page.aspx&SafelinksUrl=https%Xa%Xf%Xfcnxmail.sharepoint.com%Xfsites%XfOperationsDelivery%XfTUS%XfPages%XfAgent-Access-Page.aspx
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Select the best advise if a customer say "I was not driving that day, someone else"
Even if you weren’t driving, your E-ZPass Flex made the trip. Since the Flex was in HOV ON mode and there weren’t 3 or more people in the car, your E-ZPass account will be charged for the trip. *Note* Please refer to your E-ZPass terms and conditions
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Fair Travel knowledge check
Weekly Quiz
1.What is Fair Travel Program?
@To ensure fair use of HOV+3 rules
-To capture who is driving the vehicle and fine them appropriately
-To send invoices to the person driving the vehicle during the travel

2.How long that our team will re-review the data?
-3 days or less
-3 business days or less
@Within 5 business days

3.Select the best advise if a customer say "I was not driving that day, someone else"
-Kindly send us an affidavit of liability so we can correct the trip and transferred to the liable driver
@Even if you weren’t driving, your E-ZPass Flex made the trip. Since the Flex was in HOV ON mode and there weren’t 3 or more people in the car, your E-----ZPass account will be charged for the trip. *Note* Please refer to your E-ZPass terms and conditions
Send us an email via customer care or web dispute in order to rereview the trip

4.Is the fair travel illegal?
-Yes
-Maybe
@No

5.What is Misuse education email?
-An email to tell them the cause of charge in their ezpass
@An email to educate customer about HOV travel requirements
-An email to let them know that they will be charged in 10 days

6.What is Toll alert email?
@An email telling them about the misuse of HOV and we will charge them in 10 days
-An email telling them that there was a charge made to their account
-An email telling them about the misuse of HOV and we will charge them in 10 business days

7.What is the subject of a Miuse email?
 @A recent trip with your E-ZPass® Flex
-Your E-ZPass® account will be charged in 10 days
-Fair Travel Program

8.Select the best advise if a customer say "How do you know my car made the travel in Express Lanes"
@Across the Express Lanes, we have camera technology that identifies when a car makes a trip on the Lanes in HOV mode. Members of our team have checked this data and have verified that your E-ZPass Flex was in HOV ON mode with less than 3 people in the car
-Your E-ZPass Flex was used in the vehicle. Since the Flex was in HOV ON mode and there weren’t 3 or more people in the car, your E-ZPass account will be charged for the trip. Please reference your E-ZPass terms and conditions for further details around correct use of the E-ZPass Flex.
-Our equipment at specific locations along the roadside can detect and will pick up vehicle information during your trip on the EL. confirm your email address and phone number?

9.What is the subject of an Toll Alert Email?
-A recent trip with your E-ZPass® Flex
-Fair Travel Program
@Your E-ZPass® account will be charged in 10 days

10.What tool we should use for reviewing Fair Travel Trip
-Ticket
-CBO
@OUI