Pre-Recording explanation
I’ll be conducting a recording as a proof of your Cancelation.
During the recording, I'll be asking your personal information and read the applicable disclosure statements. Please be guided that the only acceptable responses to create a clear and clean recording are direct answers pertaining to the information being asked. If the question is answerable by YES or NO, kindly just respond “YES” if you agree. Otherwise, just respond “NO”. Only the first answer will be considered.
At any point that there is an interruption or background noise in the duration of the recording, I will have to stop and start all over again.
(Discuss the series of information needed and questions to be asked)
Do you have any question or clarification before we conduct the recording?
Recording
Today’s date is MM/DD/YYYY.
Mr/Mrs. XXX, we are going to proceed with the recording to confirm your account cancelation request.
May I have your permission to start the Service Cancelation recording?
(Customer must answer with a Yes)
This is the Service Cancelation recording for the enrollment ID XXX.
Mr/Mrs. XXX, you received a Safelink cell phone at you address, though you have not requested one, is that correct?
(Customer must answer with a Yes)
You confirm that you are not interested in keeping the service or you do not qualify to get the service, is that right?
(Customer must answer with a Yes)
For these reasons, you request and authorize the cancelation of the existing account that resulted in a phone delivered to the address XXX, is that correct?
(Customer must answer with a Yes)
Mr./Mrs. XXX, thank you for all the information, we will proceed with the account cancelation.
We will open a case and forward it to our Loss Prevention team for further investigation.
We have finished the recording.
The recording STOPS HERE
(“We have finished the recording” has to be part of the recording as well to give closure to it.)