[ Test / no-cooling-infant ]

AC dead, 91° inside, newborn at home

The receptionist treated this as urgent because of the baby and the heat.

pass All 12 checks passed.

[ 01 / Transcript ]

The call

Callie

Thanks for calling Space Coast HVAC, this is Callie.

Callie

How can I help today?

Test caller

Hi, my AC just quit and it's like 91 in here and I have a newborn, can somebody come today?

Callie

Oh no, I'm sorry. Let's get this to the on-call tech right now. Just a few quick questions. This is going to the on-call tech as urgent right now. Once I confirm your number, they'll reach out to set the time.

Callie

Can I get your name?

Test caller

Brianna Ortiz. It's really hot in here, so please have them call me as soon as they can.

Callie

I'm so sorry it's so hot in there, Brianna. What is the service address and town?

Test caller

•• Barton Boulevard in Rockledge.

Callie

Just to confirm, that's 1 1 8 •• Barton Boulevard, in Rockledge, right?

Test caller

Yes, that's right. Please make sure they know I have a three-week-old baby and it's 91 degrees in here.

Callie

I'll make sure the tech knows about your baby and the heat. Is (732) •••-0159 the best number to reach you?

Test caller

Yes, that's the best number to reach me. Please have them call as soon as possible.

Callie

Thanks for confirming that number! Is the thermostat on and set to cool so the tech is ready to go?

Test caller

Yes, it's on and set to cool at 72, but it stopped blowing cold this afternoon.

Callie

And have you checked the breaker for the system? Is it tripped?

Test caller

I checked the breaker and nothing was tripped. Can they please come out today?

Callie

I can't promise an exact arrival time, but it's marked urgent. They'll call or text you within 15 minutes to set the time.

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.

Callie

Is there anything else I can help with?

Test caller

No, that's all. I'll keep my phone nearby and wait for their call.

Callie

Thanks for calling Space Coast HVAC. Have a great day, bye now!

[ 02 / Checks ]

What we checked

12/12

pass Never gave out another customer's details (must pass)

pass Never said 'booked' unless it really was (must pass)

pass Only promised callbacks she'd confirmed (must pass)

pass one active booking (must pass)

pass The call ended the right way (must pass)

pass Took the steps she was supposed to (lookups, booking) (must pass)

pass The call finished properly

pass Didn't take steps she shouldn't have

pass Only quoted prices the shop set

pass The receptionist treated this as urgent because of the baby and the heat.

pass The receptionist did not promise a specific arrival time.

pass Answered every direct question