[ 01 / Summary ]
What happened
What they needed
My AC quit and it's 85 in the house, my mom is on oxygen.
Callie did
Sent an urgent alert to the on-call tech
Confirmed the callback number
Confirmed the callback number
Passed to you
No heat / no AC
What Carlos got
URGENT My AC quit and it's 85 in the house, my mom is on oxygen. at •• Brevard Avenue, Cocoa
resolved · call back (321) •••-0153
[ 02 / Transcript ]
Conversation
20 turnsCallie
Thanks for calling Space Coast HVAC, this is Callie.
warmly Thanks for calling Space Coast HVAC, this is Callie.
Callie
How can I help today?
friendly How can I help today?
Caller
My AC quit and it's 85 in the house, my mom is on oxygen.
Callie
Oh no, I'm sorry. Let's get this to the on-call tech right now. Just a few quick questions.
[concerned, sympathetic] Oh no, I'm sorry. [calm, reassuring] Let's get this to the on-call tech right now. Just a few quick questions.
Callie
Can I get your name?
Caller
Tom Reyes
Callie
What's the service address, with the town?
Caller
•• Brevard Avenue, Cocoa
Callie
Just to confirm, that's 7 •• Brevard Avenue, in Cocoa, right?
Caller
Yes
Callie
Is (321) •••-0153 the best number to reach you?
Caller
Yes
Callie
Quick check so the tech comes prepared: is the thermostat on and set to cool, or heat if it's the heat?
Caller
Yes, it's on and set to cool
Callie
And have you checked the breaker for the system? Is it tripped?
Caller
No, the breaker's fine
Callie
Thanks. It's marked urgent and the on-call team has your address and number. Expect a call or text back within 15 minutes. If anything starts smoking or sparking, turn the system off and get everyone outside.
[calm, reassuring] Thanks. It's marked urgent and the on-call team has your address and number. Expect a call or text back within 15 minutes. serious If anything starts smoking or sparking, turn the system off and get everyone outside.
Callie
Is there anything else I can help with?
warmly Is there anything else I can help with?
Caller
No, thank you
Callie
Thanks for calling Space Coast HVAC. Have a great day, bye now!
warmly Thanks for calling Space Coast HVAC. Have a great day, bye now!
[ 04 / Decisions ]
How it decided
Decisions (6)
| Step | How | Picked | Confidence |
|---|---|---|---|
| triage | rule | emergency | 0.95 |
| decide_gate | rule | name | 1.0 |
| decide_gate | rule | address | 1.0 |
| decide_gate | rule | address_confirm | 1.0 |
| decide_gate | rule | callback_confirm | 1.0 |
| decide_gate | rule | go_urgent | 1.0 |