PRACTICE MODE — this is a training replica, not Genesys. Nothing here is recorded or sent anywhere.
PRJ100115 Duke Carolinas Power Manager - AC Only Outbound — Inbound — inbound path
Start Page
[image]
Added to DNC - Use "Complaint - Do Not Contact" as your Wrapup Code!
Are You Sure?
Manual reentry?
Interaction Details
Interaction Type:
Inbound
Project:
Queue Name:
PRJ100115 Duke Carolinas Power Manager - AC Only Outbound
Customer's Number:
7045550101
Call for , customer.
Greeting
Thank you for calling Duke Energy, my name is Alex. How can I help you today?
This program offers a one-time initial bill credit of up to $50 as a way to say thank you for helping to reduce energy use during times of high electricity demand. You will also receive up to $56 off your bill every year you remain on the program. Power Manager will not affect your overall monthly energy use or energy rates. The program uses your central air conditioner only a few times a year. We'll send a signal to briefly reduce the runtime during peak electric demand periods in the non-winter months.
How does that sound? Mr/Mrs, ?
Great, and just to make sure you do qualify for this free program, do you have central air, a mini-split unit or do you use window AC units?
Great, and is the central AC in good working order?
If Yes: Proceed with enrollment If No: I apologize, unfortunately your equipment needs to be in good working order to enroll in the program. When it is fixed, please give us a call back at 888-463-5022 and we can get you enrolled.
Great, and do you rent or own your home?
IF RENTER: • Are you renting a single-family home or an apartment? • If Apartment: Does the HVAC unit serve only your apartment? Great! You are still eligible for the program as a renter. • If No: Unfortunately, this program is only for Duke customers that have their own AC/Heat Pump. • If Yes, continue • If Single-Family: Continue
IF YES: Wonderful! It sounds like you qualify to join the other Duke Energy customers already on Power Manager!
The way the program works is:
We will have a technician come to your home to first confirm that your AC unit qualifies. Then they would install a small device on the outside of your home, near the air conditioner. On average, there are only about 3-5 days during the entire year when the demand for energy is higher than normal and that’s when we need your help. We refer to these times as a Power Manager event and these events typically last a few hours. During these events, your HVAC unit will not be turned completely off, but the compressor will cycle off and on for a portion of each half hour, and the fan will continue to operate as normal.
An event will not last more than 4 hours. After years of offering this program, we know that most people never even notice these events.
Again, the program is voluntary and free as long as you wish to participate. Plus, you get credits on your bill, whether we have an event or not.
You’ll get $50 off your bill just for starting! You’ll also receive an $8 credit on your May through November electric bills, for an annual savings of $56!
We already have all of your information in the system, do I have your permission to start your enrollment application today, Mr/Mrs ?
Please wait for a positive acknowledgement
Enrollment - sales
If I may please just confirm that I have your information correct:
First Name:
Last Name:
Billing Address:
Billing City:
Billing State:
Billing Zip Code:
Service Address:
Service City:
Service State:
Service Zip Code:
Account Number:
Spoke To:
Phone Number (just numbers):
Appliances Enrolling:
Central AC:
How many separate central AC units do you have at your home?
How many separate electric heat pumps do you have at your home?
I just have a few more quick questions:
Does anyone in your household have health issues that may be affected by indoor temperature changes?
IF YES: You can cancel at any time by calling 1-888-463-5022 if you become affected by the temperature change.
Confirm Data - confirm
First Name:
Last Name:
Billing Address:
Billing City:
Billing State:
Billing Zip Code:
Phone Number (just numbers):
Service Address:
Service City:
Service State:
Service Zip Code:
Account Number:
Spoke To:
IF RENTER: We will email you a copy of our tenant authorization form, you will need to work with your landlord or property owner to fill this out. Once completed, it will need to be returned to our installers before the installation can be scheduled or completed. You can also download the form by visiting duke-energy.com/home/products/power-manager, select HVAC/Water Heater and scroll down for the Tenant Authorization Form.
May I please have your email address?
If customer asks Why?: We may use this in the future if we need to communicate with you, send your appointment confirmation and some customers will be emailed a satisfaction survey so they can let us know how we did.
The technician will need access to the outdoor portion of your AC. Is this area safe and accessible?
Is the outdoor unit of the air conditioner located in a fenced yard?
(No special request text needs to be entered into box, just use the drop-down box)
Is it unlocked?
Do you have a dog?
Does the dog have access to where the outdoor portion of the AC unit is located?
If they have a dog: Thank you, we do ask that your pets are secured for the duration of the appointment to ensure their safety and the safety of our technicians.
• If they have a dog: Thank you, we do ask that your pets are secured for the duration of the appointment to ensure their safety and the safety of our technicians. • If any access issues (locked fence/gate or dog with access), an appointment needs to be scheduled. • If there is another safety/access issue near the AC, like other wildlife, enter special request.
AC Only: Someone will call prior to arrival.
AC & Not easily accessible/Dogs have Access to AC: We will be scheduling an appointment date/time with you.
To Schedule:Please go to Franklin schedule tool and schedule appointment. Prequalification (https://fes-prod-engage.azurewebsites.net/PartnerLink/SignUp?clientKey=DUKEDEC)
Administration Special Request (Do not ask the customer):
IF Other, New/Alternative Address, Call First or Additional Property then enter info here:
IF YES: What is the special request?
Install Address:
Request Comment:
Now, just to recap your enrollment:
Please keep in mind this is not an energy efficiency program as this will not affect your overall monthly energy rates or energy usage, but you will receive the credit of up to $56 every year that you remain on the program as long as your appliances remain eligible. You will see the initial enrollment credit of $50 in 1-2 billing cycles after the device has been installed.
Also, keep in mind this will involve a device being installed onto the side of your home and will only affect your AC compressor during high peak demand times in the non-winter season. It will not affect any other appliances/equipment in your home including the thermostat. Your equipment needs to be in good working order for the installation to be completed. To help ensure the installation goes smoothly, please inform all household members about the installation. This will help prevent any unexpected cancellations or issues on the day of your installation.
Our technicians will have picture ID.
Not Scheduled:](#color blue) We will install the device in 30-45 days after enrollment, depending on the availability of technicians in your area. A door hanger will be
left once the installation is complete. If Renter: Just a reminder, please complete the Tenant Authorization Form and return it after your landlord/property owner signs off on it.
Scheduled:: Just to confirm, your appointment is set for (Read appointment confirmation date/time). To ensure we can complete the installation, we kindly ask that you are home during the appointment window.
Verification - verf
.
Email Address:
If you have questions in the future, please feel free to call us at 1-888-463-5022.
Mr/Mrs , thank you for completing your enrollment application for Duke Energy's Power Manager Program, once the device is installed, you'll be enrolled in the program. Enjoy the rest of your day!