[ 01 / Summary ]
What happened
What they needed
Water is leaking from the AC closet onto the floor and the AC is off.
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 Water is leaking from the AC closet onto the floor and the AC is off. at •• Fiske Boulevard, Rockledge
resolved · call back (321) •••-0160
[ 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
Water is leaking from the AC closet onto the floor and the AC is off.
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
Karen Wills
Callie
What's the service address, with the town?
Caller
•• Fiske Boulevard, Rockledge
Callie
Just to confirm, that's 8 •• Fiske Boulevard, in Rockledge, right?
Caller
Yes
Callie
Is (321) •••-0160 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 set to cool
Callie
And have you checked the breaker for the system? Is it tripped?
Caller
No, nothing's tripped
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
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 |