PRACTICE MODE — this is a training replica, not Genesys. Nothing here is recorded or sent anywhere.
PRJ100115 Duke Carolinas Power Manager — Callback — callback path
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Interaction Details
Interaction Type:
Callback
Project:
Queue Name:
PRJ100115 Duke Carolinas Power Manager
Customer's Number:
8645550100
Schedule Callback
First Name:
Last Name:
Callback Info:
Greeting
Hello, may I please speak with , please?
Hi, this is Alex calling back on a recorded line from Duke Energy regarding the Power Manager program bill credits that are available to you.
You had asked for a scheduled callback, and I just want to confirm now is still a good time to talk.
Pause for Confirmation
Great, thank you. This call should only take a few minutes. I’ll review the Power Manager program, answer any questions you may have, and make sure it’s a good fit for your home.
This program offers a one-time initial bill credit of up to $125 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 $121 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 some of your home appliances such as your air conditioner, heat strips, and water heater a few times a year. We'll send a signal to briefly reduce their runtimes during peak electric demand periods in the non-winter and/or winter months.
How does that sound? Mr/Mrs, ?
Great, and just to make sure you qualify for this free program, do you have central air, a mini-split unit or do you use window AC units?
Great, now do you use electric or gas to heat your home?
• If Unsure: Do you pay for natural gas, propane, or oil? • If Yes: Does that bill that goes up in the winter?
If yes to electric heat: Great, and do you heat your home with an electric heat pump?
If the customer is unsure about electric heat pump, ask them the following: • Is the heating and cooling centrally ducted, meaning coming from the same vents? • If Unsure: When the AC is on, do you feel cool air coming from the vents throughout your home? • If Yes: When the heat is on, do you feel warm air coming from the same vents throughout your home?
• Does the compressor unit outside provide both heating and cooling? • If Unsure:When you turn your AC on, does the unit outside make a loud noise when it starts? • If Yes:When you turn your heat on does the unit outside make a loud noise when it starts?
*(Note - the switch we install will only control the auxiliary strip heat; the heat pump continues to operate normally).*
Are both the central AC and electric heat pump 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.
Thank you, do you also have a standard tank electric water heater?
• If Unsure: Do you have 2 or 3 pipes coming out of the top of your water heater?
• WH with 2 pipes are electric and WH with 3 pipes are gas • If it’s standard, enroll the CM. If it’s not, they do not qualify for the WH portion. • If the CM states it is “tankless”, the CM does not qualify for the WH portion.
Is the water heater in good working order? • If Yes: Proceed with the enrollment. • If No: CM can’t participate in WH portion, continue with AC/EHP.
Do you own or rent your home?
IF RENTER:
• Are you renting a single-family home or an apartment?
• If Apartment: Does the HVAC unit serve only your apartment?
• If No: Unfortunately, this program is only for Duke customers that have their own AC/Heat Pump.
• If Yes: Continue.
Wonderful! It sounds like you qualify to join the other Duke Energy customers already on Power Manager!
Presentation
The way the program works is:
We will have a technician come to your home to first confirm that your AC/Heat pump/water heater qualify. 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 Power Manager Events and these events typically only last a few hours.
AC: 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.
HS: Now, if an event occurs during the winter season the heat strips would cycle off, but the heat pump compressor is not affected and will continue to operate as normal.
WH: Also, your electric water heater will temporarily halt new hot water production during an event. Because of its thermos-like design it will continue to provide hot water previously heated.
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 for as long as you wish to participate. Plus, you get the credits on your bill whether we have an event or not.
If AC Only 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!
If Heat strips only You’ll get $50 off your bill just for starting! You’ll also receive an $8 credit on your December through April electric bills for an annual savings of $40!
If AC/Heat Strips, You’ll get $100 off your bill just for starting! You’ll also receive an $8 credit on your January through December electric bills for an annual savings of $96!
IF AC/Water Heater: You’ll get $75 off your bill just for starting! You’ll also receive an $8 credit on your May through November electric bills and a $5 credit on your December through April electric bills for an annual savings of $81!
If Heat strips/Water Heater: You’ll get $75 off your bill just for starting! You’ll also receive an $13 credit on your December through April electric bills for an annual savings of $65!
IF AC/Heat Strips/Water Heater: You’ll get $125 off your bill just for starting! You’ll also receive an $8 credit on your May through November electric bills and a $13 credit on your December through April electric bills for an annual savings of $121!
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
**If the customer asks about their heat pump defrost cycle and what effect a Power Manager event would have on it:
• This will not affect the heat strips during the defrost cycle. • During very cold temperatures, heat pumps will revert to air conditioning mode to melt any ice that may have accumulated on the outside unit.
• The auxiliary heat strips are used during defrost cycles to heat the supply air for your home.
• The Power Manager device is installed so that the heat strips operate when the heat pump is in defrost mode.
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?
Heat Pump with Strip Heat:
How many of those AC units are electric heat pumps?
Water Heater:
How many separate electric water heaters do you have?
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
AC/HS/WH
HS/WH
HS Only
AC/WH
AC Only
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.
Is the outdoor unit of the air conditioner located in a fenced yard?
Is it unlocked?
AC Only: The technician will need access to the outdoor portion of your AC. Is this area safe and accessible?
AC/WH: The technician will need access to the outdoor portion of your AC. Is this area safe and accessible?
AC/HS: The technician will need to access the indoor air handler portion of your heat pump inside your home in addition to the outside AC unit. Are these areas safe and accessible?
AC/HS/WH: The technician will need to access the indoor air handler portion of your heat pump and water heater inside your home in addition to the outside AC unit. Are these areas safe and accessible?
HS Only: The technician will need to access the indoor air handler portion of your heat pump inside your home. Is this area safe and accessible?
HS/WH: The technician will need to access the indoor air handler portion of your heat pump and water heater inside your home. Are these area safe and accessible?
Thank you. We do ask that any boxes, furniture, baseboards or anything that may be blocking the air handler or water heater be moved prior to your appointment date and time.
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 No, proceed with enrollment.
• If any portion of the HVAC or WH is located inside the house or has 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.
To Schedule:Please go to Franklin schedule tool and schedule appointment. Prequalification (https://fes-prod-engage.azurewebsites.net/PartnerLink/SignUp?clientKey=DUKEDEC)
Is there a special request for this enrollment? (Do not ask customer):
What is the special request?
What is the install address?
Request Comments:
Closing (AC Only)
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 and/or Heat Strips during high peak demand times in the non-winter and winter seasons. 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 your appointment goes smoothly, please inform all household members about the scheduled visit. This will help prevent any unexpected cancellations or issues on the day of your appointment.
Our technicians will have picture ID.
Not Scheduled: 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.
Scheduling Error:: Someone will be following up with you to schedule your appointment. Are these any specific times and days that work better for you?
Closing (HS Only)
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 $40) 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. It will only affect your AC compressor during high peak demand times in the non-winter and winter seasons. 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 your appointment goes smoothly, please inform all household members about the scheduled visit. This will help prevent any unexpected cancellations or issues on the day of your appointment.
Our technicians will have picture ID.
Not Scheduled: 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.
Closing (AC/HP Combo)
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 $96) every year that you remain on the program as long as your appliances remain eligible. You will see the initial enrollment credit of $100 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. It will only affect your AC compressor and heat strips during high peak demand times in the non-winter and winter seasons. 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 your appointment goes smoothly, please inform all household members about the scheduled visit. This will help prevent any unexpected cancellations or issues on the day of your appointment.
Our technicians will have picture ID.
Not Scheduled: 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.
Closing (HS/WH Combo)
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 $65) every year that you remain on the program as long as your appliances remain eligible. You will see the initial enrollment credit of $75 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 (if enrolled in WH) next to the WH inside your home. It will only affect your heat strips and water heater during high peak demand times in the non-winter and winter seasons. 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 your appointment goes smoothly, please inform all household members about the scheduled visit. This will help prevent any unexpected cancellations or issues on the day of your appointment.
Our technicians will have picture ID.
Not Scheduled: 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.
Closing (AC/WH Combo)
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 $81) every year that you remain on the program as long as your appliances remain eligible. You will see the initial enrollment credit of $75 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 next to the WH inside your home. It will only affect your AC compressor and water heater during high peak demand times in the non-winter and winter seasons. 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 your appointment goes smoothly, please inform all household members about the scheduled visit. This will help prevent any unexpected cancellations or issues on the day of your appointment.
Our technicians will have picture ID.
Not Scheduled: 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.
Closing (AC/HS/WH Combo)
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 $121) every year that you remain on the program as long as your appliances remain eligible. You will see the initial enrollment credit of $125 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 next to the WH inside your home. It will only affect your AC compressor, heat strips, and water heater during high peak demand times in the non-winter and winter seasons. 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 your appointment goes smoothly, please inform all household members about the scheduled visit. This will help prevent any unexpected cancellations or issues on the day of your appointment.
Our technicians will have picture ID.
Not Scheduled: 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.