Untitled Note

Call 1 Lipa 01/29/2023 7.05 ALJAY LEYNES 6034139 120011460474 6 37 397 00086114481675011750 -2 702.7 SJ FABULA LEANA MAE BERONILLA JC Call Summary: The agent called in to inform the customer that the card information on file is not up to date. The agent verified the account and discussed the billing review. Agent got the new card information using the card masking payment. Agent read the disclosure where the customer provided an affirmative response. The agent informed the customer that SHE/HE will be sending a streaming instruction to the phone number. The agent informed the customer that the payment has been posted. End of call. Coaching Opportunities: Procedures: Account Verification: The agent failed to verify the phone number during the verification. Agent should have verified the phone number during the verification before proceeding to payment information and disclosure. ================================================================================================================== Call 2 Lipa 01/29/2023 6.25 ALJAY LEYNES 6034139 120011461748 5 16 316 00086003041675017579 -2 702.7 SJ FABULA LEANA MAE BERONILLA JC Call Summary: The agent called in to inform the customer that the card information on file is not up to date. The agent discussed the billing review. The agent verified the account. Agent got the new card information using the card masking payment. Agent read the disclosure where the customer provided an affirmative response. The agent informed the customer that he will be sending a streaming instruction to the email address. The agent informed the customer that the payment has been posted. End of call. Coaching Opportunities: Account Verification: The agent provided the billing review before attempting to verify the account. Any account specific information should be provided after verifying the account. Procedures: Account Verification: The agent failed to verify the phone number during the verification. Agent should have verified the phone number during the verification before proceeding to payment information and disclosure. Assumptive Card Language: The agent used an ineffective assumptive card language. Agent could have used an assumptive card language. ================================================================================================================== Call 3 Lipa 01/29/2023 5.37 ANDREA MAY ROMAN 6075362 360003447366 4 57 297 00086075651675019671 -2 702.7 VERA CARAOS LEANA MAE BERONILLA JC Call Summary: The agent called in to inform the customer that the card information on file is not up to date. The agent verified the account and discussed the billing review. Agent got the new card information using the card masking payment. Agent read the disclosure where the customer provided an affirmative response. The agent informed the customer that the payment has been posted. End of call. Coaching Opportunities: Procedures: Email Verification: The agent failed to ask/verify the email address during the verification. Agent should have asked/verified the email address during the verification before proceeding to payment information and disclosure. Offer Features