Service Transactions
Action we take after an account has been disconnected due to non-payment for more than 10 days
What is Force Move Out ?
Loss of the electrical power
What is Power Outage
7 Minute total call interaction
What is AHT?
Instead of paying the actual energy costs each month, they pay an average amount.
What is Level Pay/Budget Billing ?
The customer is calling in to disconnect services due to moving
What is Move Out ?
Request to change the original date to a different date.
What is Date Change ?
What is Dual Billing?
security question ,last 4 of ssn, DOB, TAX ID, last payment, address ,first and last name, email , phone number
What is Verification ?
Assistance from an agency that helps customers with paying their electric bill
What is Pledge ?
The customer has moved into an address with a switch hold and wants to remove it
What is New Occupancy Form?
The incorrect service address is enrolled, or the customer dropped and would like to return to APG&E due to not authorizing switching to another provider
What is IAG/IAL ?
Letter we send to the customer to help them avoid the month to month rate
What is Renewal Notice?
Thank you for calling APGE, my name is ____, How could i assist you ?
What is Greeting/Opening ?
The customer needs an extra week to pay their bill
What is Extension?
The 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 ?
The customer pays their bill to the utility
What is POR
suddenly goes quiet, and there's no sound or talking
What is Dead Air ?
The customer needs more than 2 weeks to pay their past due balance
What is DPP?
The customer is calling to change from one address to another
What is Transfer Of Service ?
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 ?
Other than assisting with ____, May I assist with anything else ? Thank you for calling APGE, I hope you have a great day !
What is Closing ?
The costs associated with the transmission and distribution of electricity from the power generation source to your home or business
What is Delivery Charge/EDC ?
Cx is calling to update the contact information, add an AR, and change the account name
What is account maintenance?