Service Transactions
MVO processed due to non-payment for more than 10 days after DNP went out
What is a Force MVO
Account is up to date, but electrical power is lost
What is a power outage
A minute and 30 seconds to write notes over the call
What is Wrap-up time?
Instead of paying the actual energy costs each month, they pay an average amount per month.
What is Budget Billing/Level Pay?
Customer calls to disconnect services
What is a MVO?
Request to change the original date request to a different date.
What is Date Chnage?
Avoid the variable rate or contract expiring
What is recission period
Caller's full name, security question, address, phone number, and email address, last 4 of SSN, DOB, TAX ID, and last payment made
What is account verification?
Agency that assists customers with paying their electric bill
What is a Pledge?
A new customer has moved into an address with a switch hold
What is a New Occupancy Form?
The incorrect service address is enrolled, or the customer dropped, and would like to return to APG&E due to an inadvertent switch
What is MarkeTrak
Form needed to update account name on a commercial account
What is a W-9?
" Thank you for calling APG&E. My name is ..., how can I assist you today? "
What is Opening/Greeting?
Customers who are unable to pay by the due date on their DNP notice, and need additional time to pay
What is an extension?
Customer is dependent upon an electric-powered medical device to sustain life
What is Critical Care?
To cancel the enrollment request before it comes on flow
What is Cancel Switch
Form needed to update the account owner on a commercial account
What is TOAO?
"Other than assisting you with ..., is there anything else I can assist you with today?
Thank you for calling APG&E, have a wonderful rest of your day!"
What is recap/closing?
The customer needs longer than a 1 or 2 week extension to pay their bill
What is a DPP?
Cx is calling to change from one address to another
What is TOS
Cannot switch to another REP until it is removed from ESI
What is Switch Hold?
Power will always be on at the location even if we are not the REP
What is CSA?
Releasing information to non-AR, failure to read full disclosures, failure to leave notes on an account
What is Auto-Fail?
Costs associated with the transmission and distribution of electricity from the power generation source to your home or business
What is Energy Delivery Charge (EDC)?
A customer needs power on ASAP
What is PMVI?