Emergency Restoration

Live call handled by a MAP virtual receptionist for one of our emergency restoration clients:

Transcript of this live call between an insurance agent and our emergency restoration answering service agent:

Agent: Thank you for calling Carter Cleaning and Restoration. Stephanie speaking. May I help you?

Caller: Hello, this is Diana Carter calling from State Farm. I would like to request the emergency dispatch for one of our clients.

Agent: Of course, Miss Carter. Is this regarding a new loss?

Caller: Yes.

Agent: Thank you. I will attempt to connect you with one of our technicians. May I have your telephone number in case we’re disconnected?

Caller: It’s 404-899-1000 and I am extension 128.

Agent: And can you briefly describe the situation?

Caller: Sure, the client name is Taylor Jones. His hot water heater ruptured and spilled water all over his wood floor.

Agent: Thank you, Miss Carter. Just to verify, your phone number at State Farm is 404-899-1000 extension 128, correct?

Caller: That’s right.

Agent: One moment while I try to transfer you. And have a great day.

Caller: Thank you, you too.

Agent brings technician on the line.

Technician: Hello? This is Jim.

Agent: Hello. This is Stephanie from your dispatch center. I have Diana Carter from State Farm on the line. She has a client who has flooding in his kitchen with a wooden floor. May I connect her?

Technician: Yes, please. Thank you.

Agent: You’re welcome, Jim, and have a great day.