Call flow - Vault Enrollment

OPENING

• Greeting – Offers Help

Greet the customer, name SafeLink Wireless and tell your name to the customer. After the opening, either ask for the customer’s name or offer help.

Thank you for calling SafeLink Wireless. My name is Cristian López. May I have your name, please?

• Confirms caller's request

Determine the caller´s concern and the scenario of the call. Identify the reason of the call by using a paraphrase statement and, if necessary, ask probing questions. After that, state a phrase that works as assurance of help.

I will be glad to give you all the information you need to apply for the service.

May I have your zip code, please?

• Asks for zip code – Explains service availability

Gather the customer´s zip code and confirm if the service is available.

May I have your zip code, please?

• Explains Program – Income qualification and eligibility

Educate the customer about the qualification requirements.

The first requirement for you to qualify is that you must be a participant in a government program.

Do you participate in any of these?

The full list of Programs is listed. If the applicant does not receive any of them, present the income option:

Don't worry! You can still be eligible based on your income.

• Explains one per household rule and eligibility

Educate customers that if somebody else already has a landline or another cell phone with Lifeline discounts, registered under that address in the same household, then they will not be able to get the SafeLink Wireless Service.

Another requirement is that you are not supposed to have another Lifeline benefit in the household.

Do you or anybody else in your household have any other home phone or cell phone that receives Lifeline discounts or government discounts.

• Provides mandatory state disclosure correctly

Inform the caller about the service, including all the following items:

SafeLink provides a <read plan from offer> with free monthly minutes, which do not roll over from month to month. If you yould like to get more minutes, you can buy Tracfone prepaid cards. The shipping is free.

• Personal Information

Always ask for the applicant's legal first and last name in order to avoid mismatches with the Public Records.

Now, I will request some of your personal information to create the enrollment.

May I please have your full legal name, your DOB and the last four digits of your SSN?

• Home Address

Remember that the address to be provided has to be the one where the applicant resides either permanently or temporarily. For this reason, PO Boxes are not allowed.

Could you please provide me your physical address?

• Shipping Address

The Shipping address must always be valid and from the same State. PO Boxes are allowed in this section.

Is your physical address the same as your shipping address?

• Contact Information

Remember that the Privacy Law Disclosure should only be presented if applicants provide their home phone number.

Is there any contact number or email that you would like to provide in case we need to reach you in the future?

If customers provide their home phone number, the Privacy Law Disclosure should be provided:

Would you like to receive pre-recorded special offers for SafeLink customers and promotional offers from TracFone at the home telephone number provided in the Contact Information?

• Promo code request

Do you have any Promo Code? May I have it please?

• Important New Information About the California LifeLine Program

When you ask to receive the California LifeLine discounts for cell phone services you have to wait up to 30 days to submit another enrollment request.

You cannot have multiple requests for the California LifeLine discounts for cell phone services going at the same time.

After the 30-day clock stops, you may then submit another enrollment request for the California LifeLine discounts for cell phone services.

You can cancel your enrollment request by contacting the California LifeLine Administrator by phone or going to Check Your Status on www.californialifeline.com. The cell phone company can also cancel an enrollment request.

• Dependent information

Confirm if the program selected is under the applicant's name or if it is granted to a dependent. If the benefit recipient is a dependent, please fill in this section.

Is this benefit under your name or someone else's?

• Plan Selection – Keep Your Own Smartphone Promotion

Only new or returning customers who have been De-enrolled for more than 90 days will receive this promotion.

Do you already own a cellphone and would you like to re-use it?

What is your cellphone's carrier?

Your new plan will be as follows: Keep Your Own Smartphone. Unlimited voice minutes. Unlimited FREE monthly minutes & unlimited texts. Receive 3GB/month of FREE data for the first 3 months of service and 2GB/month thereafter.

• Carry Over

Unused balance will not carryover from month to month. A month equals to 30 days.

Your new plan will be as follows: Smartphone. Unlimited voice minutes. Unlimited FREE monthly minutes & unlimited texts with 2GB/month of FREE data.

If the applicant is not sure what carrier is compatible with the phone, please restart it and watch the screen.

• Enrollment information

Please, provide the Enrollment Number to the customer.

This is your Enrollment Number. Please, take note of it. It will be requested in case you contact us in the future to inquire about your application, its status, phone shipment or any other aspect.

Explain the applicable timeframes and which documents the customer will need to provide according to the applicable enrollment’s requirements and triggered escalations.

Please, don’t for get to submit proof of XXX. As soon as all the proofs are received and approved, you will receive the cell phone in 7 to 10 business days.