What's on the Bill?
This is where you would find the customer's service address and the entergy logo and information.
What is the Header?
We ask for this so we know who we are talking to.
Who is the caller?
This is due by the due date listed on the bill.
What are current charges?
DOUBLE POINTS IF YOU SING IT:
The roof, the roof, the roof is on fire!
The roof, the roof, the roof is on fire!
We put in this order when the house is gonna burn.
What is AFIR?
We push this button to bring another agent onto the line to explain to the next agent what the issue is.
What is the conference button?
This color coded graph shows how the bill is broken down to make it easier for the customer to see what their payments go to.
What is cost breakdown?
We ask this so we know where the services are.
What is the service address?
After 120 days of non-pay, this has been sent to collections
What is a write off?
I don't know what you heard about me
But you wont get a dollar outta me
Ya know the lights aint on
I can't see
I can't believe I got a _____
What is a CFNP?
We use this toggle to let Entergy know what kind of call you were on.
What is call coding?
This section can be removed from the bill to be sent back to us with their payment.
What is the Stub?
We ask for this first when we're talking to someone on a non authenticated account.
What is the SSN?
They have this many days after a CFNP before they have to complete a new Start Service.
What is 14 day?
Shorty call 911! There's a wire burning on the dance floor, woah!
What is WRBN?
This button will get you into hot water with your lead if you send someone over without letting them know why.
What is the Arrow or Direct transfer?
This shows the customer's last read and recent read to show their monthly usage.
What is Meter Read?
If the primary verification methods are different from what is given, we can ask for either of these instead.
What is DOB or Last Payment Made?
This is due immediately.
What is the Past Due Balance?
Hello....It's me....I am wondering about my bill, I wish that you could see...And go over....everything...But before I do, there is a word that only you can see.
What is the code word?
You have 2 minutes in this status before you have to check back in with the customer.
What is hold?
This section covers the details that of what makes up the charges so that the customer understands the various fees.
What are the terms and definitions?
This needs to be updated for future verifications if it has changed since they have last called in.
What is the phone number?
DAILY DOUBLE:
If a hold is on the account for verification, it can be cleared in this many days at minimum...but there are this many more they have to wait if it has to be released if they miss the call.
What is 2 and 5 to 7 (weekends and holidays)?
I got a letter today
I have until 5 PM to pay
If I don't the power goes away
This is the __________
What is Last Day to Pay?
This toggle allows you to change status so that you don't get a new call when it's time for your break.
What is Aux?