Embedded Files
Ask for the first name and last name of the caller and telephone number with the area code.
Spiel: “May I know who I am speaking with? May I get your complete name and the concern telephone number with area code?”
Note: Update ESA PL Number as well after pulling up the account
Account Validation
Account Validation
Validate if the caller is the account owner.
Spiel: "What is the name of the account owner?"
If caller is not the account owner.
Spiel: "How are you related to the account owner?"
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