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[usr] spring [sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes [usr] what's our post code here what's that hello [sys] good [usr] right [sys] morning you're through to [pii] can i take your name please [usr] yes certainly we're a group b main kent i was wondering if we could have one of your agents come out and and block the drains for us [sys] ok have you used our services before [usr] yes we have yes [sys] ok i just get some details come up [usr] can you give us a punch code on there say that again my 14 she good one [sys] ok what's the post code there please [usr] it's [pii] [sys] ok and what's the address there again please [usr] the what sorry [sys] address again [usr] the address it's [pii] are we [pii] near may [sys] all right ok [usr] a [pii] that's it [pii] name [sys] ok and you said you got an outside drain that's blocked is it [usr] that's it it's the actual drain that feeds up into the our unit [pii] one front toilets [sys] ok ok it won't be now it'll be from eight o'clock for you [usr] ok that'll [sys] ok [usr] be fine [sys] just bear with me while i just get that arranged for you [usr] ok thank you no november 9 2000 3000 short of time [sys] i've got [pii] [usr] that's it that's correct [sys] is it overflowing at all [usr] no it's what what we've done is they've isolated it doesn't they don't try and flush it anymore [sys] ok [usr] tried putting some chemical down and see if it would shift but it's blocked all the all the all the all the pans [sys] and how long have we had this problem [usr] well it was reported to me about an hour ago [sys] ok did you say the toilets are affected with that [usr] it's the actual the the drain that that the unit one toilets that that go [sys] ok [usr] in the pans that go into the main drain there [sys] ok i'm i'm trying to get that arranged for you for today [usr] ok thanks [sys] ok you i've got morning or afternoon today [usr] well as soon as possible really whichever [sys] ok [usr] whichever earliest you can [sys] ok between eight and one o'clock there then [usr] ok okey doke then [sys] ok i'm just waiting for that to go through for you [usr] ok thanks [sys] ok that's been arranged for you for the morning between eight and one o'clock [usr] ok [sys] engineer will ring when he's on his way [usr] excellent ok lovely thanks very much for your time [sys] ok [usr] thank [sys] thanks for calling [usr] thank you bye bye [sys] take care bye [usr] yep [sys] bye [usr] thanks bye

0Appointment / Booking

[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you to call dial how can i help you today [usr] hi there i have a home care policy with yourselves and i've had diner [pii] out twice to unblock our drains the drain at our front of our house [sys] right [usr] when the guys come on he's come and said to me that the manhole cover and on needs to be re cement i need a new one i need a replacement [sys] it replaced the monthly [usr] because it's replacement manhole and cemented in the whole thing because it was eroding [sys] bye [usr] it's not safe [sys] no we got it [usr] i am say that again [sys] no worries can i take your postcode [usr] it's eh [pii] [sys] right what i'm gonna do is i'm gonna pass you to your local office and they can they can help you out with that is that ok [usr] that's [sys] no [usr] great [sys] worries [usr] thank [sys] have a nice [usr] you [sys] day [usr] cheers [sys] speak with someone about an existing job press one or for a new enquiry please press two whether your drains blocked or your taps leaking trust d home come on then [pii] [usr] hi there i spoke to you last week i was waiting to see about booking somebody in to to replace my manhole cover [sys] huh [usr] ii i said i've i've had dina rod out twice and block our drains and the guy said that i need to replace it because it's all eroded [sys] all right and did you speak what was your postcode i don't know if it's who you spoke to but [usr] it's eh 10 sorry it's eh [pii] [sys] [pii] e echo is that mister [pii] [usr] that's [sys] right [usr] right [sys] let me see maybe my colleague you spoke to let me see [usr] it's it's just it's just it's just to book it in it's a 64 by 64 manhole [sys] 64 by 64 manhole right okey doke what i'll do sir i'll have to get a price for you for that one i'll have to look it up and price it and quote you if that's ok you are looking at the moment it's probably [usr] that's totally fine [sys] gonna be after [usr] i [sys] christmas but we can do that if that's be we'll be in the new year can you wait that long or [usr] i can do i mean it's it's just because it's it's got a cone on it because i'm just worried about the postman and on i mean he doesn't have to walk over it but it's [sys] just [usr] just i've got [sys] we've [usr] a cone [sys] only [usr] because [sys] got the [usr] it's [sys] one guy [usr] not [sys] who [usr] safe [sys] does that repair work for us and he's fully booked he's booked [usr] i know i phoned [sys] solid [usr] up friday and they said i might be able to get the end of [sys] yep [usr] december [sys] yep i mean you're looking at would be probably between christmas and new year to be honest we're just we're busy what was your email address mr [pii] and i'll get a quote across to you [usr] it's it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] isp ip in that's right [pii] [sys] yahoo.co.uk yahoo.co.uk it's a 64 by 64 manhole is that 64 in is that [usr] it's a 64 by 64 it is which apparently is not the standard [sys] no [usr] size [sys] i was gonna say [usr] i i [sys] does [usr] don't [sys] it sound [usr] think it would [sys] a [usr] matter [sys] standard [usr] it [sys] size [usr] be [sys] that we can [usr] it could be a 700 by 700 [sys] 700 by 700 right that's fine sir i'll get a quote hopefully i get a quote a quote across to you today if not i'm in over the weekend anyway but i'll get it to say today or tomorrow if that's ok [usr] i'd rather i'd rather just book it if it cause i'm sure it's not gonna be too much anyway but i'd rather book it i don't it's not any later [sys] let me look at the diary just now right [usr] if if there's any wee cheeky wee slots sooner then that would be great [sys] just it's crazy just now i know a couple of big jobs come up to a couple of 34 day jobs right the 20th right he's booked right up to christmas week let's see we're back on the 27th i could possibly the earliest i could do it for you would be the 28th of december [usr] that's fine [sys] ok [usr] just [sys] well i'll [usr] fine [sys] get it booked for you sir just now anyway and i'll get a quote across to you as well just to see if you're happy with the quote but i'll get the job booked in the system anyway for [usr] perfect [sys] you ok [usr] that's i'm i'm i'm sure i'm sure [sys] no [usr] it'll be [sys] problem [usr] fine that's [sys] thanks [usr] great thank [sys] now [usr] you very [sys] cheers [usr] much [sys] now bye bye [usr] ok bye bye bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to [usr] let [sys] the [usr] me [sys] options [usr] know [sys] carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes how can i help [usr] hi i we got some a toilet block problem we might need the draining service i just wanted to call the price [sys] sorry do you mind repeating that please i didn't quite catch that [usr] hello hello can you hear me [sys] i i can hear you but the line did cut out for a second [usr] how about now [sys] yes i can hear you can you hear me [usr] yes and i said we we have the the toilet broke problem about the training i just want to make a call to inquiry and then make a call on on that to see what available solution was [sys] is there a domestic hospital or a commercial [usr] a commercial [sys] and do you have any long-standing agreements with british gas or [pii] [usr] sorry say again [sys] do you have any long-standing agreements with mr [pii] or [pii] [usr] i don't think i i think just the the just a toilet draining problem [sys] ok what we can do is book the initial appointment slot in for you and the local office which is where the engineers are dispatched from within the area within your area they will give you a phone call back to discuss the price as well as what time an engineer will be sent out if you're ok to go ahead with that i'm gonna need the name of the company [usr] right if i any call out fee for the engineer to come to you first [sys] no we don't have a call out fee now [usr] right ok can you please help me to book in [sys] can i take the postcode first please [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] all right just bear with me a moment can i take the company name please [usr] we go wenrit [sys] wen i rt [usr] wenr for romeo and i for internet t for tango [sys] ok and your name please [usr] sorry that's when we and global when we global ltv [sys] pardon [usr] the full name is r grove ltd the company name [sys] what's [usr] when right [sys] the company name again you're gonna have to spell that out for me because i don't understand sorry [usr] ok i said that the company name is we provo [sys] how am i spelling the second word [usr] cobo [sys] go [usr] g [sys] [pii] [usr] cobo [sys] ok your name [usr] my name is [pii] [sys] [pii] your mobile number please [usr] [pii] [pii] [pii] [sys] we've got [pii] [pii] first line of the address please [usr] it's [pii] in [pii] it's a big [sys] marble [usr] mill big [sys] mill [usr] it's a mill building [sys] and it's a block toilet did you say [usr] yes [sys] anybody at the property with any vulnerabilities we should be made aware of [usr] pardon [sys] any vulnerabilities we should be made aware of [usr] no [sys] just to confirm the postcode is [pii] [usr] yes [sys] that's not the first line of the address i'm gonna need that [pii] is not coming up what's the building name or number [usr] the building name in here is is a mill its marble mill and the street name is a [pii] [sys] pardon [usr] i said the building here is a [pii] mill is a mill a big mill and the street name in here [pii] can i spell [sys] [pii] [usr] out to you [pii] [sys] [pii] [usr] [pii] [sys] where what unit what [usr] it [sys] unit [usr] is [sys] would the engineer be attending [usr] it's it's not it's not only one unit we we we we own the old building [sys] is that sales worth [usr] sales work [sys] ok and the name of the building is [pii] marble [usr] no my [sys] [pii] [usr] meal my meal [sys] and you said no to any vulnerabilities didn't you ok i'm gonna go ahead and book that in you'll receive a confirmation text and the local office will be in touch is that ok [usr] right ok [sys] thank you much for calling in take care bye bye [usr] right

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] speaking how can i help [usr] hi i'm interested in getting a prep purchase survey drain survey [sys] let's have a look what's the post code of the address sorry [usr] [pii] [pii] [sys] did you want a quote sorry and how much it cost or [usr] and how much cost what's [sys] ok [usr] involved [sys] bear with me i'll pop you through to the right department they'll be able to provide you that information [usr] thank you [sys] you're welcome to dino east midlands please note all calls are recorded for quality and training purposes in order to help us direct your call please listen carefully to the following options if you have a drainage issue including blockages cctv surveys drain repairs or tankers please press one if you have a plumbing issue please press two if you would to discuss an invoice or have a finance query please press three welcome to dino east midlands please note all calls are recorded for quality and training purposes in order to help us direct your call please listen carefully to the following options if you have a drainage issue including blockages cctv surveys drain repairs or tankers please press one if you have a plumbing issue please press two if you would to hello [pii] [usr] hi i'm looking to talk to somebody about getting a quote for a survey a drain survey [sys] ok is it a commercial or a domestic property [usr] it's a domestic [sys] ok for the 1st 90 minutes on site it is £240 including va t [usr] how much is it how long does it normally take [sys] we don't know that's why it's done in a timely fashion [usr] ok and what happens after two hours [sys] after the 1st 90 minutes every 30 minutes thereafter is £60 including va t [usr] £1960 and what what do you get for it what what gets what is there a survey report [sys] the the [usr] or [sys] engineer will carry the survey out then that gets brought back to our office and then we have a team that sit and look watch through the footage and then they'll write you a report based on their findings [usr] ok and how long would it take to get somebody out there [sys] a week [usr] when could they [sys] it [usr] do [sys] just [usr] it [sys] depends on where you are [usr] it's in [pii] in [pii] [sys] you'd be looking thursday thursday friday of this week i would say [usr] that's pretty quick ok i'm i'm gonna ring up and ask if that's possible what days would be possible how would you need to go into the house or would it just be outside the house [sys] no just the outside [usr] cool all right let me get back to you is there a more direct number to call on because i just got stuck in [sys] of [usr] bit [sys] course [usr] of a loop [sys] are you are you ready it's [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] ok thank you much [sys] no worries take [usr] ok [sys] care [usr] bye [sys] bye bye

0Appointment / Booking

[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to [pii] at dino how can i help [usr] hi good morning i've got i think i've got some blockage in the drain it's not blocked completely but we're getting air noises that come back up for example when you're running the shower you can get gurgling sounds coming up to the loo [sys] right ok and is it have you got home care cover with british gas [usr] no no [sys] ok is it a domestic property where you live or commercial [usr] it's home is where we live [sys] ok for an engineer to come out to the property to have a look at the issue and to clear a blockage you're looking at about 100 and £80 [usr] ok [sys] on a non bank holiday day monday to friday do you still want to pay with the booking [usr] yes please [sys] ok let me have a look what's the postcode of your property [usr] it's [pii] [pii] [sys] ok just going on to your booking page anyone vulnerable at the property anyone with illnesses or disabilities [usr] no no [sys] ok and it's domestic property where you live and what's the first line of the address [usr] it's [pii] [sys] ok is that [pii] it's not a flat is it [usr] no that's correct it is the the there's confusion between those two often it's it's not a flat no it's the house [sys] brilliant thank you and what's your full name [usr] [pii] [sys] sorry one moment i was just typing [pii] and then [usr] that's [sys] your surname [usr] ok it's [pii] [pii] [sys] [pii] [usr] [pii] sorry [pii] [sys] [pii] thank you and the best contact number for yourself [usr] it's this phone number shall i read it out again [sys] yes please [usr] it's [pii] [pii] [sys] [pii] [usr] [pii] [sys] thank you [usr] do you have any idea how how which day we're looking at or anything [sys] i'll just have a look i'll be one moment and what's your [usr] that's [sys] email [usr] ok [sys] address [usr] thank you that's my name [pii] [pii] [sys] sorry [pii] [usr] rg [sys] hello hello can you hear me [usr] can you hear me hello hello [sys] sorry the line kept cutting out can you hear me now [usr] i can can you hear me [sys] i can and sorry what was your email address [usr] it's [pii] [pii] [pii] [pii] and then [pii] [pii] [sys] [pii] [usr] [pii] [pii] [pii] [sys] thank you just going on to our checking page and you said the toilet is gurgling [usr] we get odd noises from other whether it's the the loo sometimes or whether it's a sink when we're for example if we put a lot of water down from running a shower we get those gurgling sounds coming back [sys] ok is that your only toilet in the property [usr] no no there there are three and it's the i've i've tried doing the obvious things and it's if if if there is a problem it feels it's in the run from the house going to be outside because the the upstairs loose flash fine and the one downstairs can be slow sometimes that that's what i've noticed [sys] right ok out of the three toilets there's only one really that's causing issues [usr] no [sys] and then there's one that's slow draining [usr] there's one that's been draining ok but the the the the gurgling sounds can happen from any of them [sys] ok odd noise from toilet and sink when we're in a shower can happen can happen with all sh can happen with all three toilets and the downstairs was slow draining [usr] correct [sys] any issues with your shower or bathing facilities any toilets that [usr] no [sys] are issues [usr] no no that's [sys] no [usr] fine no [sys] ok but you can still use all the toilets at the property [usr] correct [sys] ok i'm just gonna see what availability we've got in the diaries it's just generating now sorry about this it just takes a few minutes [usr] no worries [sys] it's just checking all the areas ok we have got availability today if you'd an appointment today [usr] please if you can that'd be great [sys] i can either do the all day time slot which is from now till six or a pm appointment from one till six tomorrow i've got morning and afternoon [usr] well i don't mind having all day [sys] ok [usr] but i i don't know where you are physically the weather here is foul this morning and i know it's better this afternoon i suspect one till six would be better for someone else but i don't mind which to be honest [sys] it it doesn't matter the engineers can work in either temperatures [usr] ok ok [sys] ok [usr] ok [sys] i can book you in for the all day time slot the engineer [usr] yes [sys] will give you a call when he's on the way to the property and once all of it's been completed its payment upon completion and they can take card payments [usr] ok that's [sys] all [usr] fine [sys] right anything else i can help you with [usr] no that's brilliant thank you for [sys] all [usr] your help [sys] right [usr] this morning [sys] take care bye bye [usr] ok have a good christmas [sys] you too [usr] bye

0Appointment / Booking

[usr] i need somebody [sys] thank [usr] else's [sys] you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing did that you can now book drainage services online in a few easy clicks visit [usr] i have to [sys] dino.com [usr] speak to somebody [sys] for details alternatively [usr] i think it's just a national [sys] please hold [usr] number [sys] and [usr] and [sys] your [usr] they just [sys] call [usr] find [sys] will [usr] the [sys] be [usr] closest [sys] transferred [usr] one [sys] to a customer service advisor [usr] ohh he's coming [sys] we record [usr] there [sys] calls for quality and training purposes [usr] is it always the i take it they find you somebody local do they [sys] [pii] at dino how can i help [usr] sorry i didn't quite catch your name there sorry [sys] my name is [pii] i'm from dino how can i help [usr] hi hi [pii] my name's [pii] i'm the general manager at a retirement village it's independent living it's all separate apartments and one of our owners has a problem with when she flushes her toilet [sys] ok [usr] nastiness comes up the shower [sys] right ok [usr] we she's obviously got a bit of a blockage somewhere i wondered if you could help me organize sunday sooner rather than later please [sys] that's not a problem let me take some details and we can get an appointment booked in what's the postcode of the premises [usr] the postcode is [pii] [pii] and then it's [pii] [pii] [sys] ok [usr] that's [sys] one [usr] in [sys] moment and is the billing address the same address as where we'll be attending [usr] yes [sys] right ok [usr] it may be that initially i until we find out whether it's an issue with the owner's created or whether it's an issue with our site it might be that i arrange to pay the bill and then we will then decide whether the owner needs to pay pay [sys] right [usr] the bill [sys] ok [usr] if that [sys] well [usr] makes [sys] let [usr] sense but [sys] me put you [usr] for [sys] through [usr] go [sys] to the drainage [usr] on [sys] department of that area and they'll be able [usr] ok [sys] to get something sorted for you it will be [usr] ok [sys] one moment [usr] that's great thank you [sys] thank you [usr] i do it's just he was really good wasn't he but just doing it quickly and [sys] told our operators know you're waiting and we will answer your call as soon as possible [usr] did we not have their card cos i thought that was the people at diner road and they sent somebody else [sys] he told our operators i know [usr] hi sorry i didn't quite catch your name there sweetie [sys] you my name is [pii] [usr] hi [pii] [pii] my name's [pii] i'm the general manager at a retirement village in [pii] [sys] ok [usr] it's independent living all our lovely owners have their own apartment but one of my lovely owners is having a problem that when she flushes the toilet not nice comes up through the shower [sys] ok [usr] plug i wondered if you could help me arrange to somebody for somebody [sys] what [usr] to come [sys] postcode is [usr] sooner [sys] that sorry [usr] rather than later the postcode is [pii] [pii] it's [pii] it's [pii] [pii] it's the red house [sys] red house it [usr] it [sys] says the red house [usr] should come [sys] number [usr] up [sys] [pii] number hm [usr] what happens is it's it's the red house [pii] and then within that complex there's there's 59 apartments and it's it's [pii] that's [sys] no [usr] having the issue the address would be [pii] the red house [pii] i know that sounds a bit it's a bit bit of a mouthful i suppose [sys] yes just show once i get it who else [pii] and [pii] [pii] [usr] [pii] is the the [sys] [pii] [usr] apartment that's got the issue [sys] ok the red [pii] and [pii] [pii] ripon and [pii] [pii] [usr] it is [sys] and what's the best contact name sorry [usr] i suppose for now you could probably take my na my name i'm the general manager my name's [pii] and it's [pii] [sys] and your and your contact number sure [usr] if you do it on [pii] that'll either get me or one of the duty managers [sys] ok [usr] that's on duty cos we [sys] and [usr] while [sys] then just [usr] they [sys] regarding [usr] all live by themselves we have [sys] regarding payment would that be done on site would it be from the from the [usr] it's probably probably use the company credit [sys] ok [usr] card if i'm honest well i should be able to use the company credit card [sys] but [usr] do how well without asking roughly [sys] it [usr] do how much it might be [sys] it's down it will be commercial buildings won't it [usr] well they well they they're all individual apartments it's not it it it they are the central house is the old house that was here but then there was extensions built on and and in each of the extensions is in is a private dwelling it's not a the the apartments are commercial [sys] domestic [usr] they're they're private dwellings [sys] right ok [usr] that they're [sys] it's [usr] domestic [sys] £90 for the first half an hour and then £90 every half an hour after it it all depends on how quick you'd be looking at about 100 and £80 it could be [usr] that'll be fine i just if he came back and said it was thousands and thousands [sys] no [usr] i'm not sure my card would have that limit on it [sys] a shower [usr] take the best to pay by credit card [sys] is [usr] while you're [sys] that [usr] here [sys] i can is that the only [usr] if [sys] bathing is that the only shower she's got [usr] she is she she hasn't got another bathroom we we have i mean she it will mean [sys] if [usr] having to make a quick hop and a skip across to the main house to use the bathroom [sys] if someone [usr] sooner rather [sys] right [usr] than [sys] i [usr] you [sys] could [usr] know either [sys] get [usr] today [sys] it i [usr] or [sys] could [usr] tomorrow [sys] get [usr] morning [sys] it as an emergency [usr] it would be great absolutely [sys] it will be the next [usr] brilliant [sys] in the next four hours [usr] ok [sys] no i'll leave that [usr] we do do we pay more for it being an emergency without asking that question [sys] yes or i could get it for tomorrow [usr] 348 [sys] morning if you [usr] tomorrow morning will [sys] one [usr] fine [sys] second [usr] cos obviously just in case if it is a bill that the lady has to pay while they can pay their bills i'd rather not have [sys] t 14 fa [usr] what is into this building what have we got coming in here is it fine of [sys] wow [usr] the cabinet is it cover to this and [sys] ok [usr] we've got he's far to the cabinet cost of the [sys] that's let me just change the date on this because i was booked in for tonight but i'm just gonna change the date on it quickly [usr] ok that's tomorrow's the 20th [sys] 20th [usr] i can remember what day of the week it is 20th of 20th [sys] between [usr] tomorrow [sys] eight and one [usr] ok [sys] customer request [usr] and i know you'll probably tell me when you finish do you have a direct contact number or if i give you my email address can you send me an email but just let me know what's going on and then [sys] you [usr] i can [sys] come through to the [pii] [usr] case [sys] branch [usr] i have [sys] because we [usr] to chase [sys] deal with that overflows from this this old branch area i can give you their direct number to that over office if you just a minute [usr] [pii] branch [sys] we're the start what but you but it'd be dealt [usr] ohh [sys] with by [usr] ok [sys] the it would be dealt with by the [pii] branch [usr] [pii] to stop out but it's gonna be [pii] [sys] yep and the contact number for them it's [pii] [pii] [usr] sorry i just didn't quite catch [sys] it's [usr] that just say that again for me 0114 [sys] 234 [usr] 234 [sys] 5678 [usr] 5678 that's wonderful [sys] i'll just double check make sure it's changed over now two where did he go tomorrow morning i'll book them for [usr] i [sys] sorted [usr] that's perfect is there a reference [sys] just [usr] at all [sys] it'd [usr] or [sys] be just on the postcode be able to find on the postcode for you [usr] hg [pii] [sys] [pii] fa [usr] that's perfect you're [sys] no [usr] an [sys] worries thank [usr] star [sys] you [usr] [pii] thank you very much and i'll let my lovely lady know somebody's [sys] no [usr] gonna [sys] problem [usr] be with [sys] at [usr] us [sys] all thank [usr] tomorrow [sys] you [usr] all right [sys] bye [usr] thank you bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully [usr] sorry [sys] we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to how can i help [usr] hi hi i've got a blocked waste pipe in a commercial building in central [pii] er it's [pii] we're plumbers but we will normally give your number out to other people and the customers ask us to call you direct [sys] you'd to book a drainage engineer for a customer [usr] please cos i could just tell you what's [sys] no [usr] going on it's the waste pipe i think they've had some work done and there's some i think the paint they used to sink as washing his paint but you cannot get access from below or from the main main pipe cos it's a commercial building there's a rod in [sys] ok [usr] eye i've put my drainage snake down there but i think you you you guys have that jet in one haven't you the miniature jet [sys] ok that's fine and would it be your company that will be the bill payers or the [usr] we [sys] customer [usr] will be i delta heating electrical specialist limited but you you cos you guys are always a fixed cost don't you you tell us exactly what it's gonna be when you come [sys] exactly [usr] that's it that's why we use i always recommend your company to a lot i must have given your company to about 10 different customers out cos we get called out for basic plumbing stuff and then and i always say look there's a drainage guys use these guys cos er they're a fixed they're a fixed cost you don't want them other companies that come in and stay there for five hours and charge you an arm and a leg do you know what i mean [sys] exactly can i take the post code please [usr] the post code for this for the for the site yes one moment just bear with me it is [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] it's on [pii] obviously you're gonna have to get access because it's a it's a student's residence to [pii] is called [pii] [pii] [pii] [pii] [pii] [sys] be got it [usr] you you find it it's on [sys] got it got it thank [usr] long can [sys] you [usr] you be here before what's the quickest [sys] we can book it in as an emergency for you for today an engineer should be with you any time today up until tomorrow 1 p.m. they'll give you a call to let when they're on route [usr] or can we do do a booked appointment then that might be better wouldn't it cos you see [sys] for the [usr] er [sys] week day or tomorrow [usr] tomorrow morning if i could pick pick a a time and i'll get one of the guys to say stay here waiting for you you it's gonna be difficult i say to all of halls of residents for students [sys] that's fine i can put in the notes and the local office will confirm that for you and they'll also confirm invoice and details for you they'll give you a call tomorrow morning can i [usr] can [sys] take [usr] i book it now [sys] i'm booking it in for you now for tomorrow [usr] what it must be early morning though [sys] well minimum will be at 8 a.m. is that ok [usr] that's fine that's fine [sys] ok can i take your name [usr] [pii] [sys] and contact number [usr] [pii] [sys] and just for the purpose of the call can you confirm you don't have an account already with us or [usr] no [sys] with the british [usr] i don't [sys] gas [usr] no i don't [sys] perfect [usr] i should set an account [sys] and [usr] with you guys shouldn't i [sys] no problem no problem and the commercial sorry the company name [usr] i delta heating and electrical specialist [sys] thank you any health issues or vulnerabilities with anybody on site [usr] there's there's there's over 1000 students here i would never know no [sys] that's [usr] no [sys] fine that's fine we just have to ask right [usr] i know [sys] perfect that's booked in for you now we just have your phone available and they'll give you a call as soon as [usr] no problem thank [sys] cool [usr] you much thank you [sys] thank [usr] bye [sys] you take [usr] bye [sys] care now bye

0Appointment / Booking

[sys] thank you for calling rod partners with british gas please list of the options carefully we can get you to the right team if you need any help with a drainage problem press one [usr] that [sys] if you require our services press two or if you had an existing home care policy it's three [usr] is that phone interference or is that [sys] i'm [usr] hello [sys] sorry i didn't get anything if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good good evening how can i help [usr] ohh hi i'm trying to book an appointment online but it just keeps getting stuck and the circle just keeps going round i wonder if i could [sys] no [usr] book on [sys] problem [usr] the phone please [sys] i [usr] thank [sys] i can [usr] you [sys] help you with that with that no problem at all what is it is it regarding a drain or is it a plumbing [usr] it's plumbing it's a it's a leak in one of our pipes near [sys] ok [usr] the stock [sys] ok let's go on is it where is it located inside of the house or outside the house [usr] inside the house [sys] ok thank you how bad the leak is is it quite heavy or is it can be contained in a a container [usr] it's it's well it's slow to medium it's already damaged all the flooring it's not gushing everywhere it's been going on for a couple of days [sys] ok [usr] it's it's not mega mega urgent but i do want something to come out quite quickly if that's possible [sys] of [usr] maybe [sys] course [usr] tomorrow if you've got [sys] i will [usr] availability [sys] check about when is the next available appointment for you do [usr] thank [sys] you have british [usr] you [sys] gas plumbing and drainage cover [usr] no i don't i used to [sys] no [usr] i canceled my policy but i i'm gonna need to pay a one off fee [sys] yes [usr] if that's [sys] no [usr] ok [sys] problem is it a residential or commercial property [usr] residential [sys] thank you much can i start taking your postcode [usr] yes it's [pii] [sys] [pii] [pii] can you please confirm the first line of your address for me [usr] yes it's [pii] [sys] [pii] [pii] thank [usr] that's [sys] you [usr] the [pii] [sys] [pii] can you please confirm your full name for me [usr] yes it's [pii] and my surname is spelled [pii] [sys] thank you can you please confirm your best contact number for me [usr] it will be my mobile which [sys] [pii] [usr] is [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] thank you just checking when's the next available appointment leak ok leak is between medium to [usr] slow to medium [sys] has anybody got any medical conditions or any vulnerabilities in the house thank you [usr] hello no [sys] i've got we're very lucky yes i've got availability for tomorrow friday it's all day appointment [usr] ohh [sys] between [usr] brilliant [sys] 8 a.m. till [usr] that's [sys] 6 [usr] fantastic [sys] p.m. but engineer will give you a call when he will start traveling towards you to attend the job 2025 minutes prior to arrival and you will receive a text message [usr] right [sys] in the next couple of minutes as a confirmation with the job reference number that your appointment has been booked for tomorrow and it's we cannot tell you the price because the engineer will come there's no call out charges he will come he will look at the job he will give you the price if you're happy he will do the job if you say no that's fine he will walk away [usr] ok that's fantastic and i just to let my mother's not very well at the moment and i'm expecting a delivery from medic to her house tomorrow and they're they're also saying we'll come up between 8 a.m. and 6 p.m. [sys] yes [usr] i'm hoping that you don't all come out at the same time should should that happen who do i call have you got a do i just call back on this number [sys] yes [usr] if i've got [sys] what [usr] a [sys] will [usr] conflict [sys] happen [usr] of [sys] engineer [usr] things [sys] will [usr] happening [sys] you [usr] tomorrow [sys] know he will give you a call that make sure yes yes when when [usr] i'll [sys] he will [usr] have [sys] give [usr] his mobile [sys] you a call and [usr] anyway [sys] let's say if you're [usr] can call [sys] busy [usr] him back [sys] can [usr] on [sys] you [usr] that [sys] just [usr] number [sys] tell [usr] if there's [sys] him [usr] a problem [sys] that can you please [usr] ok [sys] either wait outside that you are at your mother's house or ask him can he attend another appointment and then come to you he will accommodate that way because when the job number will come up your job will come on the screen he will go he will call you to make sure that you somebody's presence at the property and he will let that he's traveling towards you normally they give you a call 20 minutes or 25 minutes prior to arrival if you're not ready at that time just ask him say is it possible that can you please attend [usr] perfect [sys] the next job and then come back to me later on if otherwise you can give us a call yes on the same number and a local office they will be able to make they will adjust the appointment for you thank you take care you cheers thanks [usr] ok that's [sys] bye [usr] fantastic thank you ever much for your help then that's great thank you you too cheers bye bye

0Appointment / Booking

[sys] thank you for calling [usr] that [sys] dino rod partners with british gas please listen to the options [usr] no i spoke to them [sys] we can get you to right [usr] my way [sys] teeth [usr] here [sys] if you need any help with a drainage [usr] i [sys] problem [usr] hope [sys] press one if you require our plumbing services [usr] just [sys] press [usr] didn't [sys] two [usr] want [sys] did [usr] but you what [sys] that you can [usr] if [sys] now book [usr] i call [sys] drainage [usr] in another [sys] services [usr] service [sys] online [usr] that's [sys] in [usr] not [sys] a few [usr] as good [sys] easy [usr] as this [sys] clicks [usr] one you can just [sys] visit [usr] forget [sys] dino [usr] it [sys] dot com for details [usr] cos i'll [sys] alternatively [usr] be pissed [sys] please hold and your call will be transferred to a customer service advisor [usr] when a service is good you gotta stick to it innit it [sys] we record calls for quality and training purposes [usr] just quite expensive well it's 100 and £70 no they don't they [sys] hi [usr] don't charge for call up [sys] how can i help you today [usr] hi [sys] are you alright [usr] i'm good thank you how are you [sys] i'm not too bad how can i help [usr] i called up this morning to see if i could get an appointment because i've got a blocked shower which i think may also have possibly blocked the toilet that is in line with it [sys] right [usr] i went through the whole process and then you only had appointments for monday i've tried to get an appointment with someone else i can't now i'm calling you guys back [sys] right ok no worries did that appointment go through before with us or did you cancel it or anything [usr] do what i didn't book it i didn't book it i don't know if the person i spoke to entered any details on the system [sys] right i'll have a look anyway just to make sure er can i take your post code to start with please [usr] [pii] [pii] [sys] and your first and last name please [usr] [pii] [sys] and the first line of the address [usr] [pii] [sys] right ok and it was the toilet and drain blocks [usr] yep well [sys] you have got an appointment with [usr] toilet [sys] us but it [usr] and [sys] has [usr] shower [sys] been declined [usr] ok [sys] it it had been declined but i can just raise another one on the phone now it won't take a second [usr] cool [sys] any vulnerabilities of anybody at the property [usr] no [sys] ok and have you been made aware of the price [usr] yep [sys] right ok i i couldn't have give me a brief description of what the issue was [usr] the shower blocked somewhere i had a plumber come out and he said it's not something that he could do that i should just call you guys but also the last two days the downstairs toilet that is in line with it is also blocked i don't know if it's connected or not [sys] ok ok i was just writing that down then [usr] right [sys] i'm just filling the last bit of details now sorry do you have another type that you can use a ok right ok i'm just loading up the availability as well right ok the earliest day we can get out to you is tomorrow anywhere between eight and six [usr] tomorrow fabulous [sys] the engineer will call you before setting off just to give you that heads up that he's on the way and to see if you're available as well [usr] fabulous [sys] no worries yes that's all booked in is there anything else i can do for you today [usr] no that's fantastic thanks much [sys] no he's having a day [usr] take care and you bye [sys] right

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino [usr] exactly [sys] dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello good evening welcome to my name is how can i help you [usr] i said i have a a plumbing issue and a basic toilet requires clearing but using suction because it's it's the subterranean [sys] ok [usr] you guys offer those services [sys] yes we do [usr] ok great [sys] do you have home care policy with british gas for plumbing and drinks [usr] no [sys] ok is it a domestic property [usr] yes [sys] can i have the postcode please [usr] [pii] [sys] [pii] that's [pii] is that correct [usr] [pii] yes [sys] ok thank you [usr] but the phone cut out there [sys] ok what's the first line of the address please [usr] first line you mean the unit number or street [sys] yyy [usr] name what do you [sys] yes [usr] need [sys] both [usr] ok [pii] [sys] ok thank you [usr] [pii] [sys] [pii] ok can i have your first name please [usr] first name is [pii] [pii] i [sys] your last name [usr] [pii] [pii] [sys] ok [usr] [pii] [sys] your title is a mister [usr] yes [sys] ok can i have your email please [usr] [pii] [sys] ok [usr] you wanna read that back to me how how you spell it just make sure we we're on the same page it's noisy where i'm working [sys] ok the email is [pii] am i correct is [pii] [pii] then [pii] [pii] then november [usr] sure [sys] ok [usr] [pii] [sys] thanks ok thank you is that the only toilet in the property [usr] yes [sys] ok who's going to be on site when the engineer visit [usr] depends on what time they come but most likely myself the owner of the property [sys] ok because i'm booking it in as an emergency [usr] what's the difference between booking it as an emergency and as a non emergency [sys] ok if i book it in as an emergency the engineer will come out tonight and the price is £212 inclusive of vat but if i book it as a non emergency the price starts at £170 inclusive of vat [usr] well can we do it as a non emergency and book it for tomorrow [sys] ok that's fine can [usr] ok [sys] i have your [usr] great [sys] contact number please [usr] it's a us number if that's ok [sys] ok [usr] is [pii] [sys] [pii] [usr] [pii] [sys] ok [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] [pii] ok [pii] hello [usr] one can you hear me [sys] yes i can hear you yes [usr] no the wrong that's the wrong number [pii] [sys] ok [usr] [pii] [sys] ok [usr] [pii] [sys] ok [usr] [pii] [sys] ok the number doesn't look complete to me i'm missing [usr] because it's [sys] out [usr] a us [sys] some [usr] number it's not it's not a british number [sys] ok [usr] back [sys] ok ok it's fine is there any vulnerable person in the property hello [usr] there is not [sys] ok thank you ok ok i'll be booking it in for tomorrow then [usr] time [sys] the second [usr] come on [sys] tomorrow morning between eight and one [usr] 8 a.m. and 1 p.m. [sys] yes between 8 a.m. and 1 p.m. [usr] slightly narrower time window you can you can give me or will somebody call me in the morning to confirm [sys] yes the engineer will call as soon as he's on his way [usr] window that's it's a five hour window [sys] no no no the engineer will call one before coming [usr] ok [sys] yes the then the price for tomorrow starts at £170 inclusive of that there is no call out charge and you can pay the engineer either by cash or by card after the job has been completed [usr] give me i'm assuming he'll give me an estimate before he does the work [sys] sure sure he will [usr] thank you appreciate [sys] you're [usr] it [sys] welcome cheers it's been booked for tomorrow morning yes [usr] thanks again [sys] you're welcome cheers bye

0Appointment / Booking

[sys] thank you for calling [usr] because [sys] dino rod [usr] we've got [sys] partners [usr] bt [sys] with [usr] all [sys] british gas [usr] the and that can [sys] please [usr] just be [sys] listen [usr] that [sys] to the options carefully [usr] no [sys] we can get you to the right team if [usr] you [sys] you need [usr] probably [sys] any [usr] only need [sys] help [usr] pound [sys] with a drainage problem press one if you require our plumbing services [usr] that's in the [sys] press [usr] front of [sys] two [usr] it anyway [sys] or if you have an did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] do that do that [sys] we record calls for quality and training purposes [usr] no [sys] good afternoon you're through to how can i help [usr] hi there i'm just phoning cos i i phoned up a couple of weeks ago regarding having a cctv survey carried out and we cos we believe there's probably some rubble down a bit of a er toilet pipe which is causing it to intermittently block up and then clear the blockage i just wondered if i could get a few dates of when you might be available to go and then i can arrange that please [sys] no problem what's the postcode please [usr] the postcode is [pii] [pii] not [sys] thank you and the first line [usr] [pii] view the street werid [sys] and is that domestic or commercial property [usr] it's a domestic [sys] thank you and just confirm whether or not you've got a policy with ourselves or british gas for your plumbing and drains [usr] no no policy [sys] perfect may i take your name [usr] [pii] [sys] and contact number [usr] [pii] [sys] perfect thank you bear with me 30 seconds and i'll let what we've got available now [usr] and then if you could just confirm the cost and also how we'd pay because i would need to pay for it not the home the home owner [sys] that's fine there's no call out fee if it is an unblocked it's around 1 70 to 1 block inclusive of va t and it's just payment with the engineer by cash or card or if you're doing it under a business we can send you an invoice [usr] yes the second one the invoice how much sorry how much for the blockage [sys] 171 70 [usr] to clear the blockage is that including a cctv survey [sys] cctv survey is as [usr] when he [sys] well [usr] said [sys] as an unblocked is around 2 30 to 2 60 depending on how many manholes are on the property is [usr] now [sys] that why you're after a cctv survey [usr] it's just when i phoned before they quoted me slightly differently it was a cctv service survey and then it was every half an hour on top of that just trying to understand [sys] ok how it works is the 230 odd pounds is for the first two hours you're covered for the first two hours if it needs to go beyond that and then it's for every half an hour they'll charge you if it's if it's 2 30 for two hours then what's that one about £65 per half an hour for example [usr] ok the 2 30 includes a cctv survey [sys] and and no blockage [usr] and [sys] and [usr] then [sys] it includes the first two hours [usr] for two hours just say it's not blocked ok it's only getting blocked [sys] in terms of dates available then what i'll have to do is i'll put this through for you it'll go through to our local office they'll give you a call as soon as they can to confirm when the cctv engineers are available is that ok and invoice and details as well in that case [usr] if you can let me know when someone's available that'd be great just one question if the ccp if it's under two hours that the guy is there for [sys] it's [usr] is [sys] a minimum [usr] it still [sys] of two hours [usr] un [sys] unfortunately [usr] sorry [sys] that's why it's two hours because it's a minimum of two hours [usr] it's a minimum [sys] that you have to pay [usr] understood [sys] for [usr] i just wanted to ask a question thank [sys] perfect [usr] you [sys] no no that's fine of course right i'll put that through for you now just confirm with any health issues or vulnerabilities you want to make us aware of [usr] ok that's fine [sys] any health issues or vulnerabilities [usr] right [sys] no ok perfect just have your phone available then and our local office will be in touch with you soon [usr] ok someone will phone me when they're able ok fine because i obviously need to arrange it with the people who live in the house [sys] that's fine i'll try and get them to give you a call now in the next couple of hours and they'll be able to let what days we've got available for the cctv engineers [usr] ok all right then perfect thank you very much for your [sys] all [usr] help [sys] right take [usr] do have you got [sys] care [usr] my [sys] now [usr] number [sys] bye [usr] cheers bye

0Appointment / Booking

[sys] thank you for calling dino [pii] partnered with british gas please listen [usr] ok [sys] to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] 300 after [sys] we record calls for quality and training purposes [usr] bye you can [sys] good morning dino [pii] speaking how can i help [usr] hi i'm phoning up from the crown in [pii] i'm waiting on someone coming out of it was supposed to be an emergency call yesterday but someone made a mistake and and ended up i don't know what happened they they made the appointment wrong or something [sys] what [usr] it ended up [sys] was this book under your british gas home care cover can i take the postcode please [usr] [pii] [sys] [pii] [pii] [usr] [pii] aa [sys] and what what what's the name of the the account there sorry [usr] it's it's the [pii] bradbury [sys] ok and it was booked in for today was it [usr] i think i think originally it should have been yesterday [sys] showing canceled for some reason just bear with me you booked two jobs one for i think i think it was myself that booked these jobs yesterday you booked one for a cctv as well did you [usr] but i booked i booked an appointment an emergency appointment because the toilets are blocked and then i was booked on for the cctv thing and then yesterday i got a message saying that your appointment's due on the 27th between two o'clock and six o'clock and then one came there was still no one out four o'clock i phoned and then they said that there wasn't a job down for us i've phoned the number on diner odd thing it must have been their office they said there wasn't job down for us but then i phoned this number again and a lady answered and they said she said that the appointment had been made wrong they'd done something between now and the first of january or something then no one would have come out until the first of january and then said that you can't make an appointment for the cctv over the phone you have to talk to the engineer when the engineer comes and then they have to check availability and they tell you when there's availability or something [sys] well [usr] and [sys] who who [usr] said that there was no appointment made and then yesterday and then she said right i'll make it a priority that someone comes out to you first thing today [sys] well what i'm gonna do is raise raise that job as a as an emergency for this morning [usr] she said she'd [sys] and [usr] already done that though yesterday when i spoke to her [sys] there's there's that job's canceled i don't know if they might have done it on a different account just bear with me sorry [usr] why [sys] spell [usr] why is [sys] it [usr] it being [sys] out [usr] canceled all the time [sys] i'm [usr] i am [sys] i'm [usr] i am a puff [sys] i'm not [usr] with [sys] sure [usr] ladies in no [sys] i'm [usr] lad in toilet [sys] i know i'm not sure i booked both jobs yesterday i'm not sure why they one of them got canceled afterwards because i'm i'm 100% [usr] what about [sys] sure [usr] the one that the woman made yesterday what about the one that the woman [sys] i'm [usr] made [sys] having a look [usr] a woman [sys] now i'm having a look now for you i'm having [usr] thank [sys] a look now [usr] you she said that she'd already raised it [sys] we'll we'll we'll get it i'll get it sorted for you just bear [usr] thank [sys] with me i'm [usr] you [sys] sorry it will be sometimes it happens where the job for for some reason it gets answered i'm not sure why now that one's been canceled but obviously they're saying if they were saying it was raised incorrectly then [usr] she had something [sys] i [usr] about the first of january [sys] well what what's happened is that i've checked both accounts now there's nothing showing there is a job booked in for today but obviously that's that was booked in under the cctv there was one which was booked in yesterday which was canceled the one that's booked in for today is the the one that's scheduled that's still scheduled in now i think what she might have done was she might have left it at this job and put it on here that we need to get the engineer out straight have a look at the notes on this job [usr] ok [sys] or what i might have to do is let me try it's lady not parents i was the yes they've just linked the job together the job still still raised what happened is the job that was booked for the toilets yesterday for some reason they said it was booked incorrectly they've canceled that down because there was one book for today for cctv and obviously you've been advised that that the engineer would have to come out first and then have a look and then book the cctv for you the cctv jobs booked anyway for today i think what they've done is because the engineers accepted the job as well today his name is done and the job has been dispatched [usr] right [sys] to him he'll be out there at some point today what i'm going to do i think they've just merged it into this job somebody the engineer that will come out today and unblock the the the toilets and then at the same time [usr] ok [sys] he'll he'll then confirm with [usr] ok [sys] you [usr] fine [sys] the appointment for the cctv but what i'm gonna do just to because i don't need to keep calling back and obviously running around trying to chase this i'm just going to give the local office a quick call see if i can get through to him if i can [usr] thank [sys] i'll i'll [usr] you [sys] try getting an update to see to make [usr] because [sys] sure [usr] we really need it before i can't keep having customers that i'm i'm losing business [sys] it's not again apologies because at the end of the day it's not your fault you you was advised that somebody be out yesterday from my side i i raised the job as as it was then obviously the jobs get sent off to the local office to look at the jobs and then they dispatch them to the engineer at point of dispatch they've probably looked at it and and and and figured out that it's not been raised correctly they've canceled the job but then again you've been told that it's been merged into the one today if you just hold the line for me let me see if i can get in touch with the local [usr] ok [sys] office i try getting an update [usr] thank you [sys] ok [usr] which i have no isn't it i do today but he thinks he's out doing ac c thing well they can't do that yes [sys] hello hi thank you for holding i've had a quick chat with the local office they've advised that the job is booked in today to get the toilets unblocked and the engineer i asked for a eta they said unfortunately by the end of the day i have an eta but the engineer will be out there at some point today and [usr] ok [sys] he'll he'll call you again apologies for the delay it's it's my fault [usr] ok [sys] at the end of the day and i can only apologize for that but i can confirm that the engineer will be out there today to get that sorted for you [usr] ok brilliant thank [sys] ok [usr] you much thanks for [sys] you're [usr] your help [sys] welcome [usr] thank [sys] no [usr] you [sys] problem at all [usr] thank [sys] you take [usr] you [sys] care [usr] and you see you [sys] right [usr] soon bye bye

0Appointment / Booking

[sys] good afternoon donna plumbing [usr] hi there good afternoon i'm wondering if i could book in an appointment please if someone could come out and replace a couple of my taps in the bathroom [sys] ok can i take a postcode please [usr] my post code is [pii] [sys] ok do you have a british gas contract or will this be a chargeable visit for you [usr] i don't have a british gas cover or anything it probably be a chargeable visit [sys] ok no problem bear with me i'll speak put you through to the dispatcher who can book you in and [usr] ok [sys] i'm putting [usr] thank [sys] you through [usr] you [sys] to [pii] thank you [usr] that's lovely thank you very much [sys] hello i'm sorry to keep you waiting there she's not picking up i assume [usr] hello [sys] she's on the other line i'll try again for you but in the meantime if you give me some details and then i've got your phone number coming up is this your best contact number to ring you on [usr] it is indeed it should be ending with [pii] [sys] that's the one and it's [pii] that's coming up as [pii] [usr] that's right it's [pii] as in [pii] [sys] fine ok and can i take your name thanks [usr] my name is [pii] [pii] [sys] ok [pii] leaves up with it's to fit do you have the taps or do we need to supply and fit [usr] no you probably will need to supply it [sys] and where are the taps bathroom kitchen [usr] it's in the bathroom the the the the sink basin [sys] base and taps ok [usr] basin [sys] ok [usr] ups [sys] right i'll try [usr] it's just it's gone it's gone really stiff especially the hot water one when you're when you're it's opened about how many times in the day and when you're closing it the the the the tap bar itself is obviously moving a little bit [sys] ok [usr] i don't know what's going on there and obviously it drips as well i just want i just [sys] ok [usr] want new taps now i i've had enough [sys] no problem [usr] those [sys] bear with me i'll see if she can pick up again if not i can pass this on i'll ask [pii] to give you a call back as soon as she's finished i'll try that extension once [usr] no [sys] more for [usr] problem [sys] you pam thank you [usr] thank you [sys] hello sorry about that thanks for your patience i'm not having much luck what i'm going to do is take these details down [usr] hello [sys] to [pii] and i will ask her to give you a call back as soon as she's free and book you in for someone to come and give you well [usr] ok [sys] first of all we'll come and give you a quote and that's ok [usr] no problem that's fine i think i've had you guys come out before not long ago i think it's probably been in maybe june or [sys] let's [usr] july [sys] have [usr] or [sys] a look [usr] something that [sys] right [usr] i i remember speaking to [pii] before ii i know her just let her know if if i'm not available to answer just get her to leave me a message what [sys] well [usr] time are [sys] well [usr] you guys [sys] she'll [usr] open [sys] be [usr] to [sys] she [usr] i can try [sys] leaves [usr] and catch her before [sys] at five [usr] the end of the day [sys] she should be [usr] -huh [sys] ringing you back before then i can see yes we have been out to you a couple of times [usr] that's fine i will get back to you as soon as i can in case my phone because my phone is on charge at the moment in case i end up going into another room just just leave [sys] can [usr] me a message [sys] i take [usr] message [sys] your surname [usr] and i'll get back to you [sys] please [usr] as soon as i can all right sure it's [pii] that's [pii] [sys] wonderful [usr] that's miss [sys] ok [usr] [pii] [sys] then leave that with me and as i say [pii] will be giving you a call back fairly shortly you're welcome thank you bye [usr] all right then well lovely thanks again thank you bye bye now

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi how are you today [usr] hiya i was just wondering how much you guys charge for a call out fee to unblock a toilet the for a landlord of ours and the tenants think the blockage is further down they've tried using rods and they've managed to clear the blockage but then a couple of days later it just happens again [sys] ok the the call out fee is free it don't cost anything to get the engineer to your property he'll give you a free assessment and then a no obligation quote all that means really is that you can decline it on the spot if it's too much for yourself if you do accept it work with that straight away and then we take payment when the work's been fully completed via cash or card but [usr] bye [sys] the starting price for it all is 100 and £70 [usr] 170 ok is that gluten v 18 lovely ok no that's great i'll i'm just phoning around at the moment for the landlord i will give you guys a call back [sys] no worries [usr] thank you take care bye bye [sys] have a nice day bye bye [usr] and you bye bye

0Appointment / Booking

[sys] welcome to dino east midlands please note all calls are recorded for quality and training purposes in order to help us direct your call please listen carefully to the following options if you have a drainage issue including blockages cctv surveys drain repairs or tankers please press one if you have a plumbing issue please press two good [usr] hi we have a blocked drain [sys] what is [usr] an external [sys] it a dig is it a repair [usr] drain and we need someone to come and sort it out for us please [sys] do you and your neighbors affected [usr] no [sys] at all ok can i take your postcode [usr] [pii] [pii] [sys] and the first line of the address [usr] it's [pii] [sys] you say [pii] [usr] [pii] [sys] [pii] [pii] [usr] [pii] all one word [sys] should be next thursday ok and that you're calling from is that the best contact number for [usr] yes [sys] you [usr] please [sys] down up from bro can i take your name [usr] yes the second my first name is [pii] [pii] with no [pii] on the end and my second name is [pii] [sys] sorry was it [pii] [usr] [pii] [sys] thank you it's an it's an external drain isn't it [usr] it's a kitchen drain [sys] ok bear with me one moment [usr] thank you [sys] we can get out to you tomorrow [usr] that's great thank you [sys] perfect now for us to carry out a general unblock it is a flat rate of 100 and £8 including va t and that's payment on completion to the engineer via card [usr] ok that's fine [sys] perfect i'll get this all booked in my colleague will give you a call in the morning with an eta for you [usr] ok that's great thank you [sys] thank [usr] very much [sys] you take [usr] thank [sys] care bye [usr] you [sys] bye [usr] bye

0Appointment / Booking

[sys] good morning [pii] [usr] is this my shower unit is packed [sys] she [usr] up [sys] doesn't have [usr] can you tell me if you would supply and fit as well please [sys] that is something that we can do it's just a shower is it [usr] yes my shower [sys] no [usr] yes [sys] problem what i can do is i can take some details from you i can book in an appointment for an engineer to come and have a look it is a free call out and then he'll be able to give you a quote for the work that needs to be done then if that's ok [usr] it's only just to fit the new shower there's no water coming through it now i think [sys] child [usr] it's just boot itself out [sys] right [usr] i think [sys] ok you just want us to supply and fit a new one [usr] yes please [sys] no no problem at all that's fine [usr] what's the average what's the average cost do you think [sys] i can tell you our hourly labor rate that is 100 and £2 an hour including va t but until we come and [usr] you [sys] have a look [usr] are [sys] i can't give a price on parts or how long it's going to take unfortunately [usr] well it's not gonna take long it's only just take the old one off and put the new one [sys] ok [usr] on as well [sys] if if [usr] that that'll [sys] it is [usr] probably [sys] a [usr] take about an hour [sys] if it is just gonna be an hour then it would be the £102 then plus materials then but the the engineer will be able to give you a more accurate quote when he's there with you anyway ok [usr] ok that's lovely [sys] no [usr] thank you [sys] problem [usr] very much [sys] what was your postcode please [usr] it's [pii] [sys] [pii] [usr] and it's [pii] [pii] [sys] brilliant and can i take your name please [usr] it's [pii] [pii] [sys] bye yep [usr] [pii] and my email address is [pii] [sys] [pii] no problem at all and is this the best number to call you on [usr] yes [sys] i'll just [usr] it is [sys] take this [usr] yes [sys] down off the phone give me one second [usr] that's lovely thank you i can't even remember it i gotta get my sister [sys] no [usr] i can't remember [sys] problem [usr] it [sys] that's fine i've got it off the phone anyway are you available tomorrow [usr] that's [sys] at all [usr] lovely yes i am any time after 9 [sys] after [usr] p.m. [sys] nine pm ok [usr] i'm sorry [sys] i [usr] nine [sys] was [usr] am [sys] gonna say [usr] sorry [sys] i can't send somebody [usr] it's [sys] out in the evening [usr] i got a lot i got a lot of mind in the morning [sys] no problem well i'll get that booked in for tomorrow for you then ok i don't know what time it will be [usr] that's [sys] at the moment [usr] what [sys] but the engineer will give you a call when he's on his way to you ok [usr] lovely [sys] no problem [usr] thank you very much [sys] thank you very much thanks bye [usr] bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or you have an existing did that you can now book plumbing services online in a few easy clicks visit diner.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] my name's [pii] how can i help you today [usr] hi i'm one of the british gas engineer i'm just calling i'm just calling to see if i can book an appointment for this customer please a plumbing job [sys] ok unfortunately i'm unable to book that in for you it would need to go through the home care team if you would i can pop you on hold and transfer you [usr] please thank you [sys] thank you bear with me one moment [usr] no problem [sys] ok transferring you now have a good day take [usr] thank [sys] care now [usr] you thank [sys] bye [usr] you bye [sys] bye [usr] i don't know why they have many departments use use departments [sys] thanks for protecting your home with british gas our nationwide team of expert engineers [usr] you used [sys] are [usr] to [sys] always [usr] have [sys] on hand [usr] a private [sys] to help [usr] number [sys] and [usr] i think [sys] we're [usr] in [sys] here [usr] it [sys] whenever you need [usr] we [sys] us [usr] were able to get the food to them straight away but ok they want they all want to do it online now not just for the gas anybody the other day i was trying to sort [sys] did [usr] out my [sys] you [usr] car [sys] know you [usr] insurance [sys] can book an annual service [usr] couldn't [sys] visit [usr] speak [sys] or [usr] to anybody [sys] repair online it's quicker than calling plus [usr] right [sys] you'll see exactly the same appointments as our team do over the phone [usr] ok ok hm and [sys] looking [usr] did you have [sys] for [usr] some [sys] our latest [usr] priority [sys] energy [usr] number [sys] hive [usr] for [sys] and new [usr] customers [sys] boiler off search british gas offers online or ask us today [usr] but with the technology if it works it's beautiful but when a couple of yes yes [sys] at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future [usr] the wooden [sys] and helping [usr] they [sys] customers [usr] have their own [sys] create [usr] table connect [sys] greener more [usr] that [sys] energy efficient homes [usr] you fine you phone ok what i the back in the fine absolutely [sys] want to save a few £100 a year on your energy bills ask us how a high thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not [usr] ok [sys] at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too want a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bill think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when [usr] you [sys] they next [usr] you're [sys] visit [usr] ok for saturday and if for instance you can't do that what's the best day you can a more complex ok [sys] it's quicker and easier to call [usr] hold [sys] from a number we've got on [usr] on [sys] file for you it's a good idea to make sure your contact details are up to [usr] but [sys] date [usr] they can make stuff i exactly that [sys] did we can cover your home electrics kitchen appliances and plumbing and drains too ask us about upgrading your cover today [usr] yes [sys] good afternoon welcome to bridge gas you're speaking to [pii] can i take your home care policy number there please [usr] hi i'm the engineer who passed the phone [sys] ok [usr] on to the customer for that please there you took me up there just one second she's looking [sys] ok [usr] for it [sys] if she's not got it to hand i can [usr] well [sys] i can [usr] i can find [sys] take the [usr] it [sys] postcode and house number that's sufficient [usr] you can give me your postcode and stuff you'll be able to find it this is now the one i think that that doesn't matter i think there's a home care number here [sys] go [usr] shall [sys] for [usr] i give [sys] it [usr] you that it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] ok let's have a look and the customer's name [usr] it's mr [sys] ok [usr] [pii] is that [sys] let's see and you said you're the engineering ok [usr] i'm the engineer ba i've i've they thought it was the heating issue but it's not it's [sys] all [usr] a plumbing [sys] right [usr] issue that's why we need to book a diner [sys] ok ok ok and that's [pii] ok [usr] that's the one [sys] ok what's the actual problem then is it a leak [usr] the bowl valve leak the bowl valve passing from the cold water tank there's a leak because of that the tanks over overflowing [sys] ok [usr] and leaking [sys] is it a small minor leak what's your indications on what i've seen there [usr] i well at the moment it's bone dry but the customer is saying it's a major leak it's isolated now it's not leaking at the moment but it the door up is broken and it won't spill we've got no hot water we think it because there was something wrong with the ball up the over phone pipe got depression as possibly i mean i don't know and the joints leaking and that's what the leak is in the ceiling it the the leaks the leaks it it only leaked when the when when the system is on [sys] ok [usr] at the moment it's all off and i i would say it's not major league but it's [sys] that's [usr] leaking [sys] fine ok [usr] but [sys] you say they were able to contain the leak ok ok alright we'll get somebody out to them tomorrow for an all day appointment ok but [usr] they they they're asking if you have a saturday [sys] saturday [usr] appointment at all [sys] no nothing for saturday friday we got available saturday and sunday completely not nothing there [usr] it's friday you don't want the one tomorrow [sys] friday [usr] ok [sys] ok [usr] friday [sys] all right [usr] is fine does [sys] it [usr] have [sys] has [usr] to be [sys] to [usr] an [sys] be [usr] all [sys] all [usr] day [sys] day [usr] can we not [sys] unfortunately [usr] do [sys] because [usr] morning or [sys] that's what they quote us in dino unless unless they have the availability which obviously they've not got it they've only got the all day appointment if customers aware that they have a excess on the policy it means they'll need to provide the card details to proceed with the appointment [usr] ok [sys] please [usr] we [sys] if [usr] the [sys] you [usr] pass [sys] can do [usr] the [sys] just [usr] phone on [sys] i can [usr] them [sys] just go over a few things [usr] the ok ok [sys] hi [usr] hello hello [sys] just to let that obviously with your policy you have got an excess on there that's [usr] i think [sys] correct [usr] it's [sys] yes [usr] £60 [sys] it is by validating and storing your card you're agreeing to us to keep it on record to pay for the work you agreed to and we only take that payment once the work has been completed ok we remove all references to your card after the payment on 90 days after you booked an appointment with our engineer whichever comes first would you the agreement to store in the card sent out to you no you're fine with that [usr] no [sys] ok [usr] no that's fine [sys] right and just to confirm mister [pii] we've got the details here but we've only got a landline number yourself are you [pii] ok [pii] [usr] yes [sys] would [usr] i'm [sys] you [usr] [pii] [sys] me to put your details in here and if you've got a mobile number we can ensure that we can send over a text message to you to say that it's been booked in [usr] i'll just get [sys] no [usr] my [sys] no [usr] phone [sys] that's all right [usr] because i can't [sys] it's not [usr] remember [sys] often [usr] my [sys] you call [usr] phone number [sys] yourself [usr] ok ok let's just have a look [sys] ok [usr] ok my mobile number is [pii] [pii] [sys] [pii] [usr] [pii] [sys] ok ok what i'm gonna do now is i'll go through to the line to collect your card details do you have your card handy there ok just won't be a second then [usr] we did [sys] ok ms [pii] i need to know how your name appears on the card please [usr] right [sys] ms [usr] it's miss [sys] [pii] [usr] [pii] [sys] ok [usr] c and my surname [sys] [pii] [usr] is [pii] not [sys] ok [usr] [pii] [sys] ok [usr] my my husband's [sys] all [usr] [pii] [sys] right ok [usr] i'm [pii] it's [pii] [sys] ok that's fine [usr] er [sys] how's how's that work out then if your husband you don't take your husband's name is it the surname no ok [usr] no no [sys] fair [usr] no [sys] enough [usr] no thank you [sys] that is absolutely fine but that's the first time i've ever come across that but there we go no problem and right now what i will do is i will say to you start at that point i'd you to turn in the long card digit number for me 16 digit number into your keypad there ok when you're ready start no problem [usr] ok i'll just go get the screen on hold on i'll just have to get into get the screen can't get the screen [sys] ok [usr] all right i'll [sys] yup [usr] go [sys] go ahead [usr] here ok i can do it now that too the catfish ok [sys] that [usr] you've got [sys] seems to be next part we need to enter in the expiry date if you could do that for me now please great and now we're gonna do the same for the last three numbers on the back of the card when you're ready perfect ok just gonna submit through you should receive [usr] ok [sys] a text message to say that's been booked in for you as agreed [usr] 56 [sys] it was for friday i believe [usr] isn't [sys] and [usr] it [sys] it's an all day appointment the fifth that is that's correct they'll obviously give you a call before coming and just let their status and where they [usr] cool [sys] are and [usr] ok [sys] how long [usr] then [sys] they could be ok all right [usr] ok [sys] that's all done for you ok [usr] ok [sys] miss [usr] perfect [sys] [pii] i wish you all the best and [usr] ok [sys] if there's [usr] thank [sys] anything [usr] you [sys] else [usr] bye [sys] ok you thanks bye bye bye [usr] thank you

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy [usr] ok [sys] clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the u k's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote dino offers a fast reliable service you can trust with fixed prices and no call out charges you can rely on us to get the job done it's really easy to book appointments online just visit dino.com dino is one of the u k's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help good afternoon you're through to [pii] my name's [pii] how can i help you today [usr] hi there yes i just came home earlier and i've discovered i my out outside drains appear to be blocked i've just i've just took the manhole well i've got a manhole cover in my patio i lifted it up and it's complete it's completely blocked the top i've i borrowed some rods from a neighbor trying to to sort it out and it's done nothing at all [sys] no problem can i just clarify is this a domestic or commercial property [usr] it's domestic [sys] and do you have british gas home care cover for plumbing and rains at all [usr] no i don't i've got home insurance with liverpool victoria but i don't have british gas home care no [sys] no problem could i go through our prices with you before we start [usr] yes please [sys] on a saturday our prices start from £225 that's 8 a.m. to 6 p.m. after 6 p.m. it's from £260 that's classed as out of hours [usr] hang on [sys] and [usr] a sec [sys] payment [usr] hang on [sys] would [usr] sorry [sys] need to [usr] sorry [sys] be [usr] can i stop you there [sys] ok [usr] i'm just getting a bit of paper [sys] no problem [usr] on a saturday up to 6 p.m. it's from [sys] it's [usr] what [sys] from £225 [usr] right [sys] and then after 6 p.m. it's from £260 [usr] right [sys] that's all including va t [usr] ok [sys] and then on a sunday prices start from £237.08 am to 6 p.m. and then after 6 p.m. it's from £286 [usr] ok understood [sys] no problem du normally during the week prices start from 100 and £80.08 am to 6 p.m. and then after 6 p.m. it's from 225 [usr] it's what 100 [sys] just [usr] £60 [sys] you're aware [usr] 100 [sys] of [usr] and £80 [sys] 100 [usr] ju [sys] and 80 [usr] from 100 [sys] monday [usr] and 90 [sys] to friday 100 [usr] then [sys] and £80 [usr] and then after 6 p.m. it's what [sys] it's 225 [usr] ok thank you for that [sys] ok no problem payment would need to be made on the day afterwards completion via cash or card is that ok [usr] this is this needs to be sorted i can't use i can't use my house really [sys] i must warn you i can't guarantee i'm gonna get an engineer out before six today [usr] no no i understood [sys] i can get one out probably after six but not before i'm afraid i do apologize [usr] ok i mean will he be able to do all [sys] it's [usr] that in [sys] just [usr] the dock [sys] they'll be able to get a lot of the work done that [usr] i [sys] that [usr] got [sys] qualified [usr] it [sys] in it [usr] they've got they've got [sys] it's [usr] lights [sys] a cater [usr] everything and they bring their own lights [sys] they've [usr] and everything [sys] got lights and they have the high pressure water jet and everything to wash the drains out [usr] ok [sys] completely to get it cleared [usr] ok [sys] could i have your postcode the first line of your address and your name please [usr] it's 402 he [sys] yep [usr] it's the old post office [sys] the old post office [usr] [pii] [pii] [pii] [pii] [sys] huh got that [usr] it's near [pii] [sys] and your name please [usr] [pii] [sys] [pii] [usr] and and just [sys] thank you [usr] just as a point of reference because it's in the dark i i'm next door to the compass inn pub [sys] right ok [usr] you as [sys] i will [usr] as [sys] pop [usr] as [sys] a note on to the engineer [usr] as as you look at the pub from the road on on the house to the left of the compass in as you look at the pub from the road [sys] thank you i'll make sure i put a note on for the engineer that the [usr] ok [sys] property on the left [usr] to the left of the [sys] ok [usr] pub as you look at the pub [sys] i'm just checking that we do have a local office in that area please bear with me [usr] ok [sys] 1879 which we do that's fine now i'm going to get the details on the system we can get this sent over for you just give me a couple of moments to put [usr] ok [sys] the detail on please bear with me [usr] sure [sys] i think everybody's had their shoes today it's been absolutely crazy [usr] i don't i don't know why i don't know why it suddenly just by pure luck i went out and i saw the little drain that goes that the kitchen sink drains in until i thought bloody hell that's high then i went to the manhole cover and i thought christ [sys] not good [usr] i said i've tried i've tried to do it myself with with my next door neighbor's rods but that hasn't worked last time it happened a year ago i managed to sort it out with my neighbor's rods i don't know i don't know what's going on [sys] we will definitely try and get it sorted for you will you be present when the engineer attends [usr] yes [sys] could i have your best contact number please [usr] it's [pii] [pii] [sys] thank you and do you have an email address at all [usr] it's [pii] and the number one [pii] [sys] [pii] thank you ok i just need to pop a description on because the manholes are blocked you can't use your toilet is that correct [usr] i can't use any showers any sinks any toilets for all that side of the house everything flows into that into that that drain it's not just toilets it's just a lot [sys] that's fine i've just put that you've got no facilities and is there anybody at the property classed as vulnerable at all [usr] no [sys] ok i'm just getting this sent over now for you once i confirm this booking you will receive a text message this will contain your booking confirmation it will also contain a booking reference number just in case you need to contact us for any reason [usr] ok [sys] and the engineer will also give you a ring when he's on his way just to let he's on his way [usr] great can i just check you've got the number right [sys] i can bear with me one second let me just get the contact number back up for you ok [usr] would you wanna read it to me [sys] i've got [pii] [usr] yep [sys] [pii] [pii] [usr] that's correct [sys] ok what and i just need to put a quick note that the property is on the left is the next door on the left to the pub [usr] on the left of the pub as you look at the pub [sys] property is on they left hand side next to [usr] the compass [sys] the [usr] in pub [sys] as you lock at at right just he knows which side it is ok that is all booked in for you the text message will come through shortly and it takes about 5 10 minutes to come through [usr] ok and then i'll i'll hear from [sys] and [usr] you [sys] that's all you'll hear from the engineer as soon as he's on his way but that is all booked in for tonight for you [usr] all right thank you very much indeed [sys] no problem thank you much for your call [usr] cheers [sys] and have a lovely evening [usr] you too [sys] take [usr] thanks bye [sys] care now bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partner british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an extra good evening you're through to my name is [pii] how can i help you today [usr] hi i'm calling from a business and we seem to have a blocked drain i needed somebody to come out urgently to have a look because it's affecting our business [sys] we can do it what's you said it's a commercial property [usr] we're an opticians on a high street [sys] right ok just give me one second can i take the name of the opticians please [usr] it's called optical world hi sorry i'm just trying to call no no no it's ok i'll i'll do both if that's ok [sys] to go and can i take a site contact and a telephone number please [usr] it's [pii] [sys] [pii] [usr] i gave it to them [pii] [sys] [pii] and what's the name please [usr] the business name is optical world my name is [sys] can you spell your first name please [usr] [pii] sorry can you just hold one moment please one moment i do need to take this call [pii] [sys] [pii] [usr] no you're not listening [sys] [pii] [usr] to me it's [pii] [pii] [sys] i have got that already i was just confirming the the last three bits that i was i i've [usr] the surname [sys] got [usr] is [pii] [sys] the i've got i've got it a rdish can i take the first line of the address [usr] [pii] [sys] and the post code [usr] [pii] [sys] and just to confirm you ok to pay the engineer by cash or card [usr] to [sys] ok and what's the issue at the premises [usr] sorry [sys] what's the issue of the property please [usr] we have a block grain [sys] inside [usr] at the [sys] or [usr] front [sys] outside [usr] of the shop [sys] the [usr] inside [sys] sorry you said you got a block drain at the front of the shop inside [usr] inside [sys] is the drain overflowing and is it sewage [usr] and it's caused a leak in our basement [sys] they're overflowing with sewage [usr] it's not sewage no we have some internal machinery and the the waste which is water is that that's overflowing it's not going through the pipe there must be some debris stuck in the pipe somewhere [sys] ok and when would you us to come out [usr] as soon as possible today [sys] just bear with me a moment right what i'll do is i'll get that booked him as an emergency for you once an engineer becomes available they will contact you 30 minutes before arrival and then the payment the engineer will discuss the price [usr] it [sys] and then the payments made to him by card or cash is that ok [usr] no we'll pay by card but we'll pay them when they come [sys] correct [usr] ok it will be what it will be today won't it [sys] it's booked in for today our emergencies are up until 1 p.m. tomorrow it just depends on how busy we are in your area but i said if we're not busy in your area it'll be sooner rather than later if you wanted to chase the appointment and give us 40 50 minutes give us a call back and we can let how long we you you may be looking at ok [usr] ok all right because we really need it rectified by this evening that we can open business tomorrow otherwise we [sys] right [usr] can't [sys] that's [usr] function as it is [sys] i said everything is subject to availability if we've got an engineer available this evening we'll look to get him out if not then we may [usr] if [sys] have [usr] if [sys] to wait [usr] not [sys] until [usr] this evening then when is it gonna be [sys] if it's not this evening it'll be first thing tomorrow morning between eight and one pm [usr] a 10 [sys] one pm [usr] otherwise you're gonna go give me a call half an hour before somebody gets there is that what you're saying [sys] pardon [usr] if when an engineer is available somebody's gonna call me half an hour before [sys] the engineer will call you 30 minutes before arrival at the premise is [usr] ok because you need to give me time to get there then it's a business [sys] right well how long do you need [usr] half an hour at least [sys] i said the will call you 30 minutes before and i'll meet you at the premises [usr] ok because we close at six now there's no point in hanging around is it because there's no guarantee somebody's gonna come [sys] no there's no guarantee someone will be there in the next hour [usr] when do you want me to call in an hour are [sys] it [usr] you 24 [sys] it [usr] 7 [sys] we woke up until 12 pm at night 12 pm at night and then we start again at eight in the morning [usr] right ok maybe call you after an hour to see [sys] that's absolutely [usr] or was [sys] fine [usr] it [sys] call us in an hour we can check the diary see if there's an engineer assigned if there is we'll try and contact them and give you a more up to real realistic update but as as as it stands right now the job is still going i haven't send through the system yet because obviously i just wanted to make sure you're happy with everything [usr] ok all right i'll try you in an hour otherwise if nobody's available i might have to try a different company then because we do need somebody out this evening [sys] right ok well i said give us an hour and we should and then we can give you an update from that point onwards ok [usr] ok all right then thanks [sys] cheers bye [usr] bye bye

0Appointment / Booking

[sys] thank you for calling diner rod partnered with british gas [usr] you [sys] calls [usr] have to [sys] may be recorded for quality [usr] ok [sys] and training purposes if you need any help with the drainage problem press one if you require our plumbing services press two or if you have any did that you can now book plumbing services online or chat to our advisers online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor please hold good morning you're through to my name is [pii] how can i help [pii] [usr] hi there good morning my name is sorry who am i speaking to now hi there [pii] good morning to you we were given your number by another by [sys] yes [usr] dino plumbers [sys] that's correct [usr] because you possibly are able [sys] well [usr] to help locally [sys] what's the [usr] within [sys] situation [usr] leeds area on a bank holiday [pii] we've got a a leak a dripping leak onto the ceiling with a brown spot that i under well i picked up this morning and it's obviously worrying us and we need somebody to come and have a look maybe and do some leak [sys] right [usr] detection [sys] okey [usr] and possibly [sys] dokey [usr] give us a quote [sys] probably best [usr] and [sys] off [usr] obviously [sys] trying to [usr] i [sys] get [usr] don't [sys] you through [usr] want it to [sys] to the local [usr] more damage [sys] office then just because they may be able to provide you with a quote or at least an idea of a rough estimate over the phone they'd also be able to tell you with the most certainty whether we can get someone to you today what's the postcode sir [usr] l s 17 8 qr [sys] [pii] good ok i've got the number for them bear with me one moment and i'll help you through dino is the uk s expert repair service offering fast professional solutions to building maintenance problems [usr] name is [sys] good morning you're through to [pii] my name is [pii] how can i help hello yes it is indeed in that case [usr] hi there [sys] it at [usr] is [sys] the [usr] this [pii] [sys] local [usr] again [sys] office yes i'm assuming that their phone [usr] yes you [sys] system [usr] you you were [sys] has [usr] gonna [sys] brought [usr] put [sys] you [usr] me [sys] back [usr] through [sys] round [usr] to the local [sys] to me [usr] team [sys] that implies to me that they're closed today ok not a problem in that case i will try and i won't be able to give you a quote over the phone but we will try our best to get an engineer out to you as quickly as i can is it a commercial or a domestic property sir [usr] thank you [sys] very good and you've not got british gas home care cover for plumbing and drains have [usr] domestic [sys] you that's fine have you ever had [pii] there before [usr] no insurance from british guests no [sys] that's fine no problem [usr] no [sys] what [usr] we [sys] was [usr] got [sys] the [usr] your name [sys] postcode [usr] from a neighbor [sys] again [usr] here [sys] [pii] [usr] the area [sys] marvelous and what was the first line of the address [usr] l s 17 8 qr number 11 wick green [sys] could i take your surname sir [usr] my surname is [pii] [pii] [pii] [sys] can i also take your contact telephone number yep [usr] yes it's [pii] [pii] 865 [sys] ok and is there anyone at the property who's a vulnerable person we need to be aware of no problem ok now it was a leak [usr] no just [sys] and a drip [usr] a kid [sys] through the ceiling er with some brown spots is that er below the bathroom or is it the ceiling in the top floor or er in the landing any idea [usr] look it's it's dripping from the the the first floor [sys] right [usr] onto the ceiling or the roof of the ground floor probably in the bathroom area [sys] and ok [usr] good [sys] i'm almost done now thank you for your patience i appreciate it next week i can't stop go ok right i believe i've got it to go through as an emergency appointment we should get the engineer to you today he will give you a call prior to it all right and he'll give you a call prior to arrival that that he's on way it's usually [usr] thank [sys] 20 [usr] you [sys] to 30 minutes beforehand when he gets there er he'll do a visual inspection and then have a chat with you about what the plan of attack is and then he'll give you a final quote on it and then er at that point you you can make your decision on whether or not you want to go ahead er and then it's payment upon completion either [usr] ok [sys] by card or cash no problem ok [usr] thank you yes can can you do leak detection at some level [sys] i'm [usr] sorry can you do leak [sys] not [usr] detection [sys] entirely [usr] just to find [sys] sure [usr] out where [sys] if [usr] the [sys] they'll [usr] problem [sys] have the [usr] is before [sys] actual [usr] we start [sys] proper [usr] doing any [sys] leak [usr] major [sys] detection [usr] work [sys] unit just because it can be quite difficult to get hold of that but i've put it in the description that we're not sure what the cause is he and i believe he does have some basic that he can do with it but he does have to charge for any physical work that he does he'll give you a rough estimate of how much that will be before he does anything essentially he won't do anything without your permission and er he won't be charged until he does any actual physical work not to worry okey dokey that will be confirmed then and i'll get a text [usr] that's fine [sys] confirmation [usr] no problem [sys] and a copy of the reference sent over to your phone that should be on its way to you now it will be with you in about two or three minutes [usr] thanks [pii] just roughly are we looking contacting [sys] to [usr] this [sys] be [usr] fellow [sys] perfectly [usr] contacting [sys] honest [usr] us this [sys] with you sir [usr] or this evening [sys] i don't [usr] this afternoon [sys] know because [usr] or or roughly [sys] the [usr] what [sys] way that [usr] time [sys] it works [usr] frame [sys] is [usr] we looking [sys] with [usr] at [sys] emergencies and we reserve the bank holiday for emergencies only i shouldn't think he has too many on by this time in the morning but the way that they work is he gets the notification straight away he has to work through any other outstanding emergencies he's already got booked on but then he will be on his way to you immediately a well as soon as possible really if you got any already booked in he'll be on his way to you immediately the only thing is i can't see how many he has on [usr] ok fair [sys] i [usr] ok [sys] don't [usr] it's a bit [sys] unfortunately [usr] of a wait and go now [sys] it should update on the [usr] do [sys] system [usr] you happen [sys] in [usr] to [sys] about [usr] know the name [sys] an hour [usr] the name of the [sys] and [usr] emergency [sys] it may also [usr] guy [sys] have an eta if you haven't heard anything in an hour's time and you want to perhaps an e well we may have an eta if you want to give us a call back we might be able to give you one other name then no problem at all no problem at all i hope it all gets sorted out nice and quick for you [usr] ok perfect thank you [pii] [sys] alright you take care sir [usr] well thank [sys] bye [usr] you much [sys] bye bye [usr] take care bye

0Appointment / Booking

[usr] then [sys] thank [usr] i [sys] you for calling [usr] think [sys] dino [pii] puts with [usr] bye [sys] british gas please [usr] about [sys] listen [usr] when they [sys] to the options [usr] jump [sys] carefully [usr] off the bridge at jubilee [sys] we can get you to the right team if you need any help with a drainage problem press [usr] it's [sys] one [usr] very related [sys] if [usr] then [sys] you require our plumbing [usr] don't [sys] services [usr] know [sys] press two or if you have an existing home care policy it's three [usr] you right right i guess rain related who knows [sys] i'm sorry i didn't get anything if you need any help with a drainage problem press one [usr] and everything [sys] if you require our plumbing services press two or [usr] but now [sys] if you [usr] i [sys] have an existing [usr] what [sys] home [usr] that [sys] care policy it's three [usr] bye the block is and i'm [sys] do [usr] not [sys] that you can now book drainage servicess online in a few easy clicks visit dino dot com for details [usr] in [sys] alternatively [usr] the ground [sys] please hold and your call will be transferred to a customer service advisor [usr] cos there's might be something in the bottom where they pump it [sys] we [usr] and [sys] record [usr] then [sys] calls for quality and training purposes [usr] i've just been there for three minutes right ok right [sys] good morning you're through to how can i help [usr] hiya i rang a little bit ago and i was being transferred through to the local office and then the line the line just went dead [sys] ok what's the post code sorry about that [usr] that's ok [pii] [sys] [pii] [usr] [pii] [sys] and was it a plumbing or drainage [usr] drainage i think [sys] is that a blockage in the property [usr] i don't i honestly don't know what the problem is [sys] ok fair enough let me see if i can get you through to him now just hold the line [usr] thanks [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems good morning [pii] [usr] hi i was speaking to someone earlier and i was being transferred through to the local office and then the line went dead [sys] ohh [pii] how may i help i can try [usr] we are having some it's a commercial building [sys] yep [usr] and we've got some i don't know if it's a drainage issue in the old cellar which isn't used it's under the floorboards [sys] ok what's the postcode [usr] and it's [pii] [sys] is it a pub [usr] [pii] he [sys] i've just left you a voicemail the crab and cow i can get an engineer to you this afternoon [usr] can you amazing [sys] if any work goes ahead are you ok for payment on completion to the engineer [usr] that's [sys] smashing [usr] fine [sys] i've just sent him over to a job near [pii] and then [usr] train [sys] he'll be coming straight to you he shouldn't be too long [usr] amazing [sys] all right [usr] thank you [sys] no [usr] much [sys] worries take care [usr] bye bye you [sys] bye [usr] too bye [sys] bye [usr] bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] here at [pii] how can i help [usr] i had you out yesterday to do the drain and i've just gone out today and it's blocked again [sys] it's ok let's have a look and [usr] obviously [sys] was this booked [usr] they [sys] with [usr] they didn't clear it yesterday they couldn't have done [sys] and was this booked as a one or chargeable job or was it through home care cover with british [usr] no [sys] gas [usr] it was a job [sys] the one a chargeable job ok [usr] i've [sys] what's [usr] got [sys] the postcode [usr] the job number if you want it [sys] the reference number that's fine [usr] it's 3722 321 that's all i need [sys] let's have a look [usr] he took a piece out the down pipe [sys] i'm just having a look now i arrived on site to the blood test we pay right ok yes he's used the high pressure jet clear and the floor was restored he removed the blockage yesterday when he was on site and he made sure the floor was restored [usr] well it looked [sys] and you mentioned [usr] he did [sys] to him [usr] i don't know whether it was well it's not now anyway it's blocked up [sys] ok it it would become a chargeable job again because it from what you described to the engineer he said that you said your granddaughter put a full packet of wet wipes down the toilet [usr] well wife's she did [sys] and and that's [usr] i've got [sys] not [usr] to [sys] guaranteed [usr] pay another [sys] work [usr] £200 [sys] bye there there's no guarantee it was wipes that was used that was the cause of the blockage [usr] but he he unblocked it [sys] eight [usr] he obviously didn't get it [sys] he he stated he's used the jets he's cleared the blockage and he tested to make sure the flow was restored everything was running freely [usr] but it wasn't it it obviously wasn't was it cos it's filled up as soon as he's gone [sys] i i can't say if it was or wasn't i'm afraid i can just go off the engineer's notes and and you're telling me that it it's now blocked again [usr] well [sys] and [usr] i can't [sys] if [usr] pay [sys] we need [usr] another [sys] to come back [usr] £200 [sys] out [usr] that's ridiculous [sys] i understand [usr] he's only here [sys] but because it's [usr] minutes [sys] wipes i understand but because it was wipes in the toilet they're not supposed to be in the drains they shouldn't be going down the toilet [usr] right you'll have to send somebody out [sys] i can rebook it back in for you but it would be chargeable works with it being a sunday it's £237 including va t [usr] right ok [sys] what would you me to do [usr] well i'm gonna have to have it done i can't have it this [sys] ok let's have a look i will put on the notes that we were only there yesterday and obviously just for the engineer to have a look and check first before they start any work ok just to make sure that you're happy ok and just confirm for me the best contact number [usr] [pii] [pii] [sys] is that a different number to what i was given yesterday [usr] yes that was me mobile i gave yesterday you can use that do you want me mobile [sys] i've got a a mobile number here just confirm it for me [usr] [pii] [sys] ok and is that the best number to call [usr] you [sys] you on [usr] can use that one [sys] ok the train is booked there yesterday let's see the wipes first package ok victoria network ok let's proceed april ok that's fine anybody at the property with any vulnerabilities [usr] well yes we have an autistic granddaughter [sys] ok and are there other facilities that are able to be used at the moment toilets or bathing [usr] no [sys] facilities or are they affected [usr] no [sys] no ok that's fine right i can get that on for today for you i have put a note on said it was only out yesterday [usr] the drain pipe [sys] i [usr] is [sys] know [usr] not blocked because i've knocked it and it's echoey it's it's they mustn't have cleared it down in the drain [sys] ok i can get the engineer to have a look he said that he's tested it was free flowing which means it would have been straight through but i can get the engineer to have a look when they're on site and [usr] right [sys] then we can take it from there for you ok [usr] ok [sys] i can get that booked on now if you're happy for me to do that there'll be any time between now through till six and they'll call [usr] ok [sys] when they're on the way [usr] thank you [sys] alright i got that booked on now for you ok [usr] ok bye [sys] i know [usr] right

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plumbing services press two or did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to [pii] here at daniel how can i help [usr] yes hello i'm phoning up from er saint patrick's church in [pii] we seem to have a problem with the i think it's i don't know is it is it sewer drains or land drains well what drains anyway i can't er we we can't seem to access the er manhole covers can't get them up to see what the problem is but er we've definitely got a blockage [sys] ok and have we been out to the property before [usr] i don't think no [sys] ok well let's have a look can i start by taking the postcode please [usr] yes [pii] [sys] and what's the first line of the address [usr] [pii] [sys] let's have a look is it a commercial property did you say it's a business [usr] it's a church it's a charity [sys] the ok and what's the name of the church [usr] a saint patrick's roman catholic church [sys] and who could i list as the on site contact [usr] i you're probably better off er speaking to father [pii] [sys] ok [usr] do you want a mobile number [sys] was gonna say what would be the best contact telephone number [usr] [pii] [sys] yep [usr] [pii] [pii] [sys] ok that's fine did you say did you say it was aaa blockage that you're experiencing [usr] yes [sys] on [usr] external [sys] site at the moment [usr] it's there's no massive rush but er the kitchen sink isn't draining properly and the gutters are not draining away properly [sys] ok that's fine is there anybody on site with any vulnerabilities that we might need to be made aware of [usr] i don't think though [sys] ok that's fine ok what normally happens with it being classed as a commercial booking it's sent to our local office and then what they do is just call to confirm when they can attend and run through the costings as well to make sure that the father's happy if he is we can go ahead and get that all sorted if not he's under no obligation to proceed [usr] ok [sys] ok i can get that sent across now if you're happy and then we can get that looked into as soon as possible for you [usr] that's lovely all right thanks very much [sys] you're very welcome have a wonderful day [usr] thank you bye bye now [sys] bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas [usr] poly with british gas [sys] please listen to the options carefully we can get you to the right team if you need any help with a drainage problem [usr] thank you [sys] press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] hello [sys] hi how can i help [usr] hi there i've got a site in [pii] and it needs the the foul drain pipe needs relining is that something you do [sys] what was that sorry [usr] sorry er the foul pipe drainage pipe needs relining [sys] yes it is the local offices that deal with those types of appointments if you give me the first part of the post code of the site i'll transfer you over [usr] [pii] [sys] ok i'll transfer you over now [usr] ok thank you [sys] hello it's from dr how can i help [usr] hi there i've got a site in [pii] that needs the foul pipe re lines it's about 17 m it's 10 m in a manhole then 7 m [sys] i think a little bit cut out there could you repeat that again sorry [usr] sorry it's 17 m in total we have 10 m the manhole then another 7 m [sys] right ok what was the postcode [usr] it's [pii] [sys] sure er was that you see [pii] bro or is it cut [usr] [pii] [sys] out again [usr] the [sys] [pii] [usr] line's quite bad [pii] [sys] ok perfect and have you booked us before [usr] no i haven't no [sys] no that is fine are the man holes filling up or is it just a a bit of a blockage [usr] no no it's just that the we had a camera survey done and there's some fractures [sys] ok [usr] and we just want it re reigned re sleeved [sys] ok perfect we can get a quote for that they won't be on the first visit it's more repairs that work which is a little [usr] ok [sys] bit of a different department but they can quote for it just to let exactly how much it will be and stuff that what the the process is a little description of it as well and obviously send that off and it's it's just an option for yourself it gives you an option really [usr] ok where where should i send the info information [sys] i [usr] to [sys] can book it on now is it if i take the the surname [usr] it's [pii] [sys] i [usr] sorry [sys] think [usr] what happened sorry because it cut out again [sys] no that's fine i can book aaa job on to come vote for it an engineer will come out but most likely have a look at it himself with the to just have a look and obviously he won't charge for that and then [usr] ok [sys] obviously you can see this fraction himself and then he can go back he can write up a quote for whatever liner or patches and then obviously you can send it off to yourself just you can have a look at it it's just an option obviously it's no obligation you can have a look at it and obviously decide on yourself whether whether you wanna go ahead or not [usr] that's brilliant ok ok sounds good when [sys] perfect [usr] when do you think an engineer can visit [sys] let's have a look from what i can see we might be able to squeeze it in on the thursday if you're available [usr] thursday sounds [sys] perfect [usr] good [sys] is right if i take the the best contact number because i wouldn't know a time but obviously they give you a call [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] perfect ok ok [usr] will they be able to give me a time slot the day before or anything [sys] they [usr] that [sys] might be able to give you a bit of a a better understanding but the morning of is usually the best that's when they send the engineers to the jobs to the engineers they might be able to give a at least to let if they think it's gonna be more morning or more afternoon or something that [usr] just cos [sys] thank [usr] i'm [sys] you [usr] i need a bit of notice just cos i'm not at the site i need 30 minutes notice [sys] they they do usually give a call around half an hour anyway before leaving [usr] ok [sys] and what was the the first line of address there sorry [usr] it's [pii] [sys] [pii] [usr] it's [pii] [sys] ok perfect that was [pii] [pii] all right it's worth that ok and that is a quote march ok quick line out and then the fractures are are in the actual man [usr] er on the [sys] ok [usr] train they're [sys] customer [usr] in [sys] perfect there we go that's all on for you and they they'll give you a call before they even get to you ohh dear as i'd say about half an hour just give you a heads up on a an eta no [usr] ok that's brilliant ok and will i get an email confirmation just to say that it's booked for thursday [sys] it most likely be through message where the the numbers on there it automatically sends [usr] take [sys] an s ms through with them [usr] perfect [sys] the reference number and date and stuff that [usr] perfect that's [sys] amazing [usr] great thanks [sys] thank [usr] very much [sys] you very much [usr] all [sys] that's [usr] cheers bye [sys] right

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's free did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to speaking how can i help [usr] hi [pii] my name is [pii] i'm calling from a company called quick move now we're looking at booking in a a drain report if possible for a property that we own in [pii] [sys] ok that's fine is it for a commercial or residential property sorry [usr] this is a residential property but we are a business we we we we buy properties all over [pii] and [pii] but this is one that we own in at the moment [sys] ok [usr] we we will probably be in touch with you at some point to see if we can set up a business account because we've bought and sold over 6000 property nationwide we'll probably need to sort something out in the future [sys] ok that's fine do you have any cover at all with british gas [usr] no we don't know [sys] ok that's fine what's the postcode of the address [usr] it's [pii] november 6 [pii] and that's number [pii] [sys] and is it for a plum or drainage job [usr] drain we're looking for a drain report on this one if possible [sys] that's fine would it be payment on on site or will it be an invoice [usr] if you could just give us a call after the job's done and then we'll just pay over the phone [sys] ok that's fine it's [pii] november 6th [usr] did you say november 6th november 6th ok brilliant do what time or is that is that a slot [sys] no no sorry i was confirming the postcode [usr] ok [pii] november 6th [sys] and then the rest of it [usr] [pii] [sys] the first line of your dress [usr] [pii] [sys] thank you bear with me a moment [usr] no that's fine and i think i have no idea [sys] is this is this a house or something that you rent out or is it a company [usr] this is a house that we we own we're well we're we're in the process of buying but we're we needed just a drain report done on it but this is you can get access to the property it's not an issue [sys] no worries what's the name of the company [usr] we're called quick move now limited [sys] can i take a site contact name please [usr] you could take my name it's just [pii] [pii] [sys] and a contact number [usr] [pii] [pii] [sys] and an email address please [usr] it's [pii] [sys] [pii] [usr] [pii] which is [pii] [pii] i wouldn't be able to give any information on that [sys] ok it's a cctv survey that you need [usr] they [sys] a camera survey [usr] yes yes just drains drain reporting server [sys] ok anyone got any health issues that are going to be on site [usr] no one will be on site the side access will be left open for you just to to just go ahead [sys] you see when engineers attend there someone does need to be on site when they attend [usr] ok that's absolutely fine if you bear with me [pii] can i just put you on hold quickly just to see if i can get that confirmed for you quickly [sys] that's true [usr] is that right 22 seconds thank you hi hi [pii] haven't give me a date yet hi [pii] can you what i can do i can give you the current owner's number and then obviously you can liaise with him if that's ok but he will meet you at the property [sys] that's fine [usr] i i just need some dates from you as well if that's ok [sys] fine [usr] once [sys] the [usr] we [sys] number [usr] open it [sys] that you provided me with should i just put that down as to give you guys a call for payment [usr] the number that i provided you with that's for payment if i can give you the vendor we're in the process of buying this property from the owner and that's why we need the the drainage report done but i'll give you his number and he'll be the one that will meet you at the at the property [sys] what's the owner's name [usr] it's [pii] [sys] and contact number [usr] and his mobile number is [pii] [pii] [pii] [sys] in regards to payment or any any charges or anything that the local office will discuss with yourself you also be able to confirm the exact date that they'll be attending and time what i can do is i've i've created the booking the and the appointment slot the local office will confirm i can pop you through for them to confirm that for you [usr] that'd be great just we can make [pii] aware and then we can get that all tied [sys] that's [usr] up [sys] fine if you wanna just inform that that will be yourselves that doing the payment over the phone they'll be able to take the details is that ok [usr] no that's absolutely fine [sys] thank you bear with me i'll pop you through [usr] right thank [sys] you're welcome [usr] you thank you the dream report is that's where they put a a camera down and that stuff isn't it i think they wanna take payment now they just put me through to someone else to take payment i think i don't know [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems [usr] ok cool we send it via via email [sys] born in [pii] [usr] hi hi my name is [pii] i'm calling from quick move now i've just been put through to you to get an appointment for a drain report or drain survey [sys] you wanting to book a camera are you [usr] that's right i'm just looking at the the files here bear with me a second we're looking just for for a report that's with the camera et cetera [sys] right is it commercial premises [usr] no this isn't a commercial one it's it's a residential property but we're in the process of buying we do buy multiple properties all over the country we're we're a commercial company obviously but this is just a normal residential [sys] right ok right the the price for the camera is 2 60 plus 3 80 for the first two hours [usr] ok cos we were quoted 100 and £30 for the first hour and then [sys] no it's 2 [usr] and [sys] 60 [usr] and [sys] it's [usr] then it [sys] 22 [usr] was six [sys] 60 plus vat for the first two hours then 100 and 30 [usr] ok [sys] per hour thereafter plus b 80 [usr] ok brilliant sorry can i just pop you on hold quick it's gonna speak to my colleague quick you said it was two is that 26 you said [sys] i've got availability for a camera [usr] bear with me a second [sys] no i know quarter of 30 quid what we've got i don't know where it is [usr] thanks [sys] yet [usr] thanks thanks for holding there sorry i'm gonna have to give you guys a call back if that's ok because the owner i i appreciate they've got to be in all day haven't they for the appointment [sys] i can make it i can give you a name or a p appointment [usr] is it what's the slots on the am and the pm sorry [sys] am [usr] what's [sys] whereabouts [usr] that [sys] is it the property [usr] er the property is in [pii] it's [pii] [sys] i can make it [usr] hello [sys] probably make it probably a couple of hours maybe between nine and nine and 12 i could probably do that but i the earliest date we [usr] 98 [sys] we would have at the moment is the 10th [usr] the 10th brilliant ok that's fine can i have you got a direct dial that i can take from you sorry what [sys] my [usr] was your name [sys] name's [pii] [usr] [pii] can i take a a direct dial for you just i can get this confirmed with the vendor because we're in the process of buying this and i just need to brush up the dates with him if that's ok [sys] it's [pii] [usr] [pii] [sys] [pii] [pii] [usr] yep [pii] brilliant stuff sorry about that sorry there's many parties involved but i'll [sys] no [usr] get [sys] problem [usr] back to you asap ok alright [sys] thank [usr] cheers thank [sys] you [usr] you [sys] thanks bye [usr] alright [sys] bye [usr] bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] ok [sys] well i know my name's [pii] how can i help [usr] hello there i wonder if you can help we did have a a call booked it today but then we canceled it but then it's looking the problem is still is still there [sys] ok [usr] i'd to book somebody to come out please [sys] let's have a look what's the post code for the property [usr] it's [pii] [sys] yep [usr] [pii] no [sys] one moment [usr] enjoy it food [sys] let's have a look and what's the first line on the address [usr] is [pii] [sys] that's absolutely fine no problem at all and what's the name on the booking is it business name is it [usr] it is it's hatfield house [sys] that's absolutely fine give me one moment then what i'll do is i'll pop the details back through to the team to have a look into it get back out there for you and what what exactly is the issue because i can see it was booked online there's a huge amount of details in the original request [usr] it's a blocked toilet blocked toilet but we're [sys] bye [usr] wondering whether it might be the drain because there's two rooms that are not far from each other and they're both having problems [sys] ok not a problem at all but that sounds more likely to be an exterior drain that's locked or whatever for it but no problem we can have a look at both of both of it to make sure it's all sorted for you what i'll do is i'll pop this back through for you now we've got the landline number [pii] the one that you're ringing from it's still the best number and is it [usr] that's [sys] best to ask [usr] the [sys] for yourself or [usr] that'd [sys] or [usr] be wonderful [sys] no problem well what i'll do is i'll pop the details through to the local team now for it it'll go straight across to them i'll pop in there that obviously if you can try and get it sorted today for you i think it's still best to to get it done asap today is it if they can [usr] be wonderful [sys] no problem [usr] that'd [sys] at all [usr] wonderful [sys] in that what they'll do is they will normally give you a call back shortly just to confirm everything for you before [usr] fantastic [sys] they get get get out there but i'll be there that it could do with them today for it for you all right welcome along we'll give [usr] that's [sys] you a call [usr] amazing [sys] get it sorted [usr] thank you thank you much for your help [sys] you're welcome cheers thank you bye [usr] thank [sys] bye [usr] you bye bye [sys] bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] it shouldn't be a fixed price [sys] we record calls for quality and training purposes well could i know my name's [pii] how can i help [usr] hi could you please put put me through to the local team [sys] ok if i can take the post code for the property [usr] it's [sys] ok [usr] [pii] [sys] yep [usr] [pii] for queen s for sugar [sys] okey dokey and is it for plumbing or is it for drainage issues [usr] i think it's tom [sys] plumbing ok give me a moment then let [usr] sure [sys] me get you over to the team won't be a moment [usr] thank you [sys] press one for an update press two for an update on your appointment press three to discuss an ongoing complaint and press four for sales this call is being recorded if you do not wish to be recorded please disconnect at this time good afternoon plumbing how can i help you [usr] hi could i please get a quote for a leak detection survey [sys] leak detection that's ok can i get your postcode first because i confirm [usr] [pii] [pii] [sys] bye is that for number three [usr] ohh how did ohh it's because we've had someone come up before haven't we [sys] someone someone has come out to you on the 25th [usr] did they give you [sys] just [usr] an update [sys] bear [usr] at [sys] with [usr] all [sys] me just bear with me [usr] ok [sys] i need to confirm with my team [usr] ok no worries [sys] hello [usr] hi [sys] yes the on demand team has are available now i'm just gonna transfer you over to them [usr] ok [sys] great thank you very much [usr] have to say he came and he hasn't even that was when tuesday [sys] this call is being [usr] we [sys] recorded [usr] still have a [sys] if you do not wish to be recorded [usr] see [sys] please [usr] don't [sys] disconnect [usr] pay [sys] at this [usr] him [sys] time please hold while i try to connect you good afternoon plumbing [usr] hi [sys] speaking [usr] i'm back to you no worries i wanted [sys] what [usr] to get the lady i can't believe it three i still can't there's no way that she gave me a quote and now it's £320 [sys] but she might have said [usr] more [sys] she might she might have said to you is £650 plus va t that's [usr] no [sys] the only thing i can think of [usr] it [sys] which [usr] was [sys] comes [usr] inclusive [sys] which comes [usr] of [sys] to 7 [usr] ut [sys] 80 i don't think it'll be inclusive of of 6 50 including va t and i've just spoken to my manager and i said somebody's offered the price and they said no i can't be i said and the only lady that picks up sits in front of me and she said that it wasn't me [usr] but 6 50 but [sys] it's [usr] 7 [sys] 6 [usr] 80 [sys] 50 [usr] is [sys] plus [usr] 7 [sys] 6 [usr] 80 is still cheaper [sys] 50 [usr] than [sys] plus [usr] 8 [sys] that [usr] 80 [sys] comes to +788 [usr] it's still cheaper [sys] is [usr] than [sys] the price [usr] 80 [sys] that we [usr] though [sys] charge i can [usr] that's [sys] give [usr] too [sys] you a discount [usr] much [sys] on the price if you wanna go ahead with it today [usr] how much [sys] if [usr] of a discount [sys] you go ahead with it today i can let me see what i can do for you hold on a minute [usr] also someone from your company came to our house on tuesday and he didn't do anything he lit it was such a waste of our time he [sys] what's [usr] didn't do anything [sys] your postcode what's your what's your what's your property postcode [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] no [sys] did you say [usr] no no no [pii] [pii] [sys] oqs that's fine can i just put you on hold on hold for a minute i'm just gonna find out for you now thank you [usr] hm leak detection says £132 is the average price our customers pay loop detection and repair i'm gonna say look at your website with london then they double the price to quadruple the price [sys] hello [usr] hi [sys] hi what i'll do for you as a good will gesture i'll honor the price of 6 50 plus vat which comes to 7 80 you get £100 off from the price i've given you [usr] one [sys] that's the best [usr] let [sys] i can [usr] me just [sys] do for you [usr] let me just check because what even on your website when it says leak detection and repair it says £85 to £279 this is what the majority of our customers pay and then it says 100 and 32 [sys] that's [usr] this is [sys] just [usr] the average [sys] a rough guideline [usr] price well [sys] that's [usr] 8 [sys] the hourly [usr] 80 [sys] rate we charge [usr] ok let me just have a look [sys] we [usr] through [sys] charge [usr] whatsapp [sys] 100 and £32 [usr] one [sys] an hour the cost is 8 80 but under the price of 6 50 plus vat which will be 7 80 for you [usr] ok [sys] and i'll give [usr] one [sys] you £100 [usr] sec let me just [sys] a discount [usr] have a look at the other quotes i received one second i'm just gonna go through my what's that one second ok i spoke to someone on the 15th of september [sys] you get their name [usr] that was 6 50 including the a t and two hours to repair and then [pii] [sys] they've [usr] leak [sys] given you wrong information 6 [usr] [pii] [sys] 50 [usr] leak [sys] including [usr] detection [sys] va [usr] is [sys] t [usr] [pii] [sys] i think [usr] leak [sys] they might have said to you plus [usr] coming back [sys] va t [usr] at 600 [sys] and you might [usr] plus [sys] have [usr] va p and then there was another quote that i got was that one s [sys] are [usr] os [sys] you sure it's from our [usr] s [sys] company i know a different company [usr] i spoke to dino [pii] [sys] [pii] [usr] you know may i speak [sys] [pii] [usr] to s ms [sys] is not [pii] [pii] is not us we're plumbing that's what i mean you might have work for the camera thing you're saying from road and they might have given you the price [usr] no [sys] you're [usr] i asked [sys] getting confused [usr] for the leak detection survey [sys] from [usr] i [sys] down [usr] asked [sys] the road [usr] them [sys] or [usr] to [sys] from [usr] text [sys] us [usr] me dino dino [sys] red [usr] dino is still the same to me but it it was definitely a [sys] no [usr] detection [sys] it's different [usr] survey [sys] it's too [usr] because [sys] it's [usr] i spoke to someone who gave [sys] because [usr] me a cctv drainage quote and they just told me 100 and £70 but obviously that's very different i would remember that i think [sys] that's [usr] i'll probably go with s os because they're [sys] i [usr] giving [sys] don't [usr] me [sys] know [usr] at 4 50 plus va t i'll have [sys] that's [usr] to think [sys] fine [usr] about this [sys] up [usr] because [sys] to you totally [usr] i'll have to think [sys] up [usr] about [sys] to you [usr] this [sys] that's [usr] because [sys] the best price i can [usr] not [sys] offer you [usr] great [sys] is 7 80 that's 7 80 [usr] 7 [sys] for me to give you [usr] 80 [sys] £100 discount of 7 80 [usr] and is that the they take as long as they need to to find the leap it's not limited by hours [sys] of course not [usr] ok one second [sys] they will find the leak [usr] 782 [sys] for you and they will fix the leak for you that's a guarantee [usr] well i hope [sys] i can give [usr] there is [sys] you [usr] a leak that's the only thing that's the thing that's the one thing again we don't know if there is a leak [sys] ok [usr] but there is water but there is water that's another complication that we just we don't know what we're looking for but we're we're hoping it's a leak because if it's a leak then it's covered by insurance if it's not [sys] did [usr] a [sys] you want did you want me to book it in for you then [usr] hold on one second let me just calculate one thing and then i'll tell you i think we should just do it and then get the get the insurance to cover it hopefully if they can find a leak you're insurance approved aren't you because we got somebody that came out to us through our own home insurance ok cool let's [sys] of course [usr] go ahead because they came to do our but that was dino rod but dino dino must dino is one company right dino is an umbrella and then you have different strands you have plumbing and then you have [sys] yes of course and [usr] drainage [sys] then you've got that exactly [usr] ok ok also just to let it was on friday the 15th of september if you wanna go through the call logs cos they're all since they're all what do you call it recorded then [sys] i get [usr] at least [sys] we [usr] who [sys] get we [usr] told me [sys] get [usr] this [sys] over [usr] information [sys] we get we get over 100 calls a day i can't go through with the phone calls unfortunately [usr] i can probably give you the time as well because this is a bit it's gonna be 15th of september 15th obviously you and i if i made a little bunch of calls on that day what's this number 15th of [sys] you [usr] september [sys] ok to [usr] it [sys] hold [usr] would have been [sys] on you ok to i can check the next [usr] 03 [sys] day available [usr] 12 [sys] date for you if that's all right you want me to hold the next available date for the [usr] the hold on your line has gone a bit fuzzy [sys] did you want me to [usr] next [sys] check [usr] available [sys] the next [usr] date [sys] available [usr] what what [sys] date i i'll just put you on hold [usr] yes [sys] for a minute [usr] please [sys] thank you [usr] maybe they had an offer at that time let's hope that there is a leak detection survey then we can very reasonable i think i can try this one double don't give you any information on the other i hope they're able to come out next week no leave it i don't care how good someone's work is if they're gonna be cheeky that i just wouldn't give them the work too much i called them at 1 20 on the 15th of september i'll see you go through i i think you then you have to think about it at that stage men were born arabs then it's probably damp why is he damp thank you naturally the ground is wet right and in all properties they put that thing not injection they put something to stop the barrier but most of them rising 11 what if there's a leak this is what you're not considering even the insurers they don't have a leak detection survey they still haven't sent us a for these reports this guy was just a useless person we didn't pay him we didn't pay him insurance companies not around here sponsored birth there's a reason why have you ever heard of homesick remember minerals one of them was 845 soft i hope that seems i didn't come with us i'm gonna say we need someone who's got a bit of intelligent same guy that came last time maybe it was just were you looking in the camera find out the first date next available you having a cup of tea i his friends i hope it is indeed for the cctv trainin she said they could come as early as tuesday or wednesday well the said you need to get this thing done when [pii] when you see [pii] one day i'll ask him that's good you said it's nothing to do with that area that hiring it must have gone from the bathroom down that way to the next available wall do what it's called dino rod for the drainage because you use this rod to do to unblock drains it's as simple as that dr but then this is dino plumbing and my number is proper your number is depending on when they do it that no we did have the van [sys] hello hello hi the earliest [usr] five [sys] date i have is this hi the [usr] hi [sys] earliest [usr] can [sys] date [usr] you hear [sys] i have [usr] me [sys] is the 16th however i'm trying to get you a date for next week for either the the 2nd 3rd for next week would that be [usr] that would be amazing just because i'm going into hospital [sys] ok [usr] on the sixth [sys] let me see what i can do for you then i was just talking to the engineer [usr] ok [sys] to see [usr] thank you [sys] just give me a minute alright just give me a minute i'm just gonna place you back on hold for a minute thank you [usr] ok sure no worries has that sign gone no i'm gonna have to do it under your card [sys] at the moment the only day i have available is the 16th but i'm trying to find a cancellation which i should be able to find hopefully tomorrow or monday [usr] ok [sys] and then i can give you a call back for sooner date if you're happy to go ahead [usr] ok [sys] i can [usr] sure [sys] book it initially in for the 16th the date [usr] that'd [sys] the 16th [usr] be great [sys] will go as well [usr] let's go ahead let me just double check what's in my calendar for the 16th well there shouldn't really be anything because i have no idea what my recovery is gonna look 16th is fine my mum [sys] who [usr] doesn't [sys] was [usr] want [sys] who [usr] the guy [sys] was the [usr] that [sys] guy that [usr] on [sys] comes [usr] tuesday [sys] on tuesday [usr] though i don't know i think he was just here to check the boiler and the [sys] ok [usr] water meter and he didn't do anything [sys] it's [usr] cos [sys] [pii] [usr] i was we've [sys] for [usr] already checked [sys] university [usr] that sorry i can't hear you you're [sys] can [usr] it's [sys] you hear me [usr] you've [sys] now [usr] gone underwater [sys] hello [usr] it's still a little bit crackly but i can hear you a little bit better i don't [sys] is [usr] know [sys] that [usr] it's [sys] better [usr] my phone [sys] hello ok can i can [usr] i think [sys] it's a h a 04 qs [usr] can you hear me [sys] and the door number number three [usr] yes [sys] that's fine [usr] number three [sys] that's that's great [usr] number three [sys] i'm just going to put down for you now can i get your email address please [usr] i'll give you my mum's it's [sys] [pii] [usr] [pii] [pii] [sys] i said [usr] [pii] [sys] that's great and the long card number please [usr] one second i'm just gonna try and find hers it comes out of her account it is [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] expiry [usr] [pii] [sys] date [usr] [pii] [sys] and the back three numbers please just wait for your payment [usr] 100 [sys] to go through that's great your payment has gone through i'll book it in initially for the 16th but i do reckon by monday by monday afternoon i should be able to get your day sooner and i'll give you a call back just give me a minute i gonna check your [usr] ok cool [sys] yes i only check your [usr] on [sys] contact [usr] this [sys] details [usr] number [sys] give me a second [usr] ok the guy that came on tuesday he also wasn't calling my number he had a couple of digits [sys] sure [usr] that were [sys] [pii] [usr] wrong for some reason [sys] [pii] [usr] no [pii] [sys] that's the one ok that's fine [usr] sorry [pii] [sys] [pii] [usr] no five [sys] ok [usr] no [sys] at [usr] no [sys] the end [usr] it's [sys] ok that's fine [usr] [pii] [sys] [pii] [usr] at the end let me tell you ok [sys] that's [usr] [pii] [sys] fine i'll give you a call on monday and [usr] correct [sys] if i have a sooner date and if you have any issues just call the office and ask [usr] ok [sys] myself [usr] cool [sys] my name is that's great you take care now thank you [usr] ok [sys] bye bye [usr] cool thank you very much [sys] bye bye [usr] you too have a good weekend bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [pii] dino gas [pii] speaking how can i help [usr] hi we booked an appointment yesterday for dry unblocking [sys] ok [usr] and that was an emergency job and i was told that somebody will turn up between nine and 12 last evening and nobody came and if gave you with now i i don't understand whether [sys] that's [usr] you can make it as the [sys] but what's the postcode please sorry say that again [usr] [pii] for [sys] the school [usr] [pii] uniform [sys] sorry [pii] [usr] [pii] for bravo [sys] i i keep [usr] be a brother [sys] losing you [usr] brother [sys] off the phone sir ok i've got charlie alpha four [usr] no charlie oscar oscar orange [sys] ok can i just ask you have you got me on a a speaker phone hello [usr] no it's not a speaker [sys] hello [usr] normal phone only [sys] ok i got charlie oscar four [usr] charlie oscar 43 bravo uniform [sys] very uniform thank you are you a home care customer you've come through to the wrong number you've come through to [usr] no [sys] the chargeable [usr] no no hold [sys] jobs [usr] on hold on [sys] would [usr] hold [sys] you [usr] on they [sys] me to put [usr] already [sys] you through [usr] they already they already made the appointment they already made the appointment [sys] yes i know but what [usr] you [sys] i'm trying to explain [usr] are supposed [sys] sir if you'll let [usr] to take [sys] me explain [usr] my call and answer me [sys] no if you can let me explain please sir you've come through to the wrong number [usr] there is no wrong [sys] because [usr] number [sys] we don't deal with [usr] the [sys] policy [usr] dino rod [sys] jobs [usr] is the one which is working for the british guest [sys] no it's home care that you need sir cos you've got a home [usr] i [sys] care [usr] called [sys] policy [usr] bloody home care and they told me to call you they already made the appointment [sys] no [usr] yesterday [sys] ok yes i understand there's an appointment there made for you but what i'm trying to say is we don't deal with busy work on this line [usr] what [sys] at all [usr] happened [sys] but it [usr] is the appointment there or not [sys] you [usr] is [sys] i'm gonna [usr] the appointment [sys] have to put you through [usr] online [sys] to home [usr] or [sys] care sir [usr] it been canceled again [sys] sir would you me to put you through to the correct number [usr] please [sys] thank you just going to put you through now [usr] i don't think they will open they they might have closed [sys] good morning you're through to british gas it's [pii] speaking [usr] don't [sys] how [usr] think [sys] can [usr] it's [sys] i help [usr] a good morning it should be a very bad morning don't say good morning good morning to you not for us right you made an appointment yesterday to send an engineer the guy guy to unplug the dr and you didn't send anyone it's flooded everywhere the whole house is messed now [sys] ohh god well you you mean you mean the appointment was booked out but nobody turned up [usr] last [sys] is it [usr] night before 12 o'clock somebody thought it could be nine and 12 but nobody turned up and i was waiting and waiting and waiting and nothing happened [sys] have you got your post code i can have a look [usr] charlie [sys] at the job please [usr] oscar four three bravo uniform [sys] and the property number please [usr] 55 [sys] there we go [usr] and i was begging at least to give the phone number for you guys and nobody gave the number nobody turned up no nothing happened here and you simply saying goodbye [sys] well if if i was clairvoyant i wouldn't have said it but i i can't really see who i'm speaking to unfortunately but if i if i understood the situation i wouldn't have said that obviously i can see it was booked out yesterday but and i mean it was the appointment was put on the 6 33 yesterday that appointment it it could take place any time between the time you booked it out at 6 33 and midday today [usr] what the hell is that again that means i was not booked properly and i [sys] it [usr] was waiting [sys] was it [usr] and waiting [sys] it was [usr] and waiting [sys] but the the [usr] and we [sys] the [usr] waited the whole bloody night and then nobody how can it be 24 [sys] i mean [usr] hours appointment when the whole house is flooding everywhere [sys] well the booking times is 6 33 to midday today [usr] can [sys] i mean [usr] you ask [sys] they they try [usr] anybody [sys] and get someone [usr] has [sys] out last [usr] anybody picked down this appointment at all first of all has anybody picked it [sys] well it's it's on the system now and someone [usr] can [sys] will be [usr] you [sys] out [usr] please [sys] before midday today [usr] or you might have got some local contractors can you call them and send somebody at least now we can't stand it's flooding every every room every [sys] hm [usr] area [sys] well [usr] it's it's [sys] they [usr] coming [sys] they [usr] from [sys] open [usr] all over [sys] at eight o'clock they open at eight o'clock and i'll give them a call for you when they open [usr] who [sys] and [usr] who [sys] they [usr] opens [sys] try and get [usr] eight o'clock who [sys] the the diner rod franchise who's dealing with your appointment [usr] the dino franchise they rejected to deal with the calls anymore they don't deal with the calls that's what they're saying british gas [sys] no [usr] is down [sys] but [usr] to british gas we don't don't call us anymore but she [sys] they don't [usr] was [sys] book [usr] shouting [sys] them [usr] and i called [sys] they don't [usr] her [sys] book they don't book the appointment but they're responsible [usr] not [sys] for [usr] booking the appointment i asked her to check the progress she said no she don't want to check i just spoke to her [sys] there's nobody there now is there [usr] there is a lady i i the the same lady [sys] ohh [usr] put me to you i called the [sys] and [usr] number [sys] you rang [usr] they put me to you [sys] you rang [pii] was it [usr] what were the numbers my friend they are not answering and you guys are not sending anyone what's going to happen [sys] well no they're not answering cos they open at eight o'clock i i'll give them a call at eight o'clock and then i'll i'll try and get someone out [usr] that [sys] there [usr] means that the the appointment you made it the bullshit right it wasn't working it doesn't it's not good right [sys] yes it's on the system now it's any time before [usr] what [sys] one [usr] you [sys] midday [usr] can [sys] today [usr] you call somebody but for god's sake and then get a put put somebody in there please [sys] as soon as they open at eight i'll give them a call for you [usr] i don't understand [sys] just try [usr] now [sys] and try and get someone out as quickly as possible [usr] i [sys] but the [usr] i [sys] appointment [usr] don't [sys] is still on the system [usr] know how the system [sys] there [usr] works you guys collect the money for for years and years and years when i need the people you're simply throwing them on it it's no good right [sys] well whoever booked it out for you should have said the [usr] but do whether [sys] the [usr] anybody picked the appointment is it live just you booked in the system but anybody acting on it [sys] well someone will be out this morning i i will try and get them out there as quickly as they can and i'll [usr] can [sys] explain [usr] you do [sys] the situation [usr] that now please can you do that one day [sys] no because they're not open yet as i was saying they don't open till eight i'll give them a call when they open at eight o'clock [usr] the is your your office only right you believe that one right [sys] it's a diner od office near you i'll give them a call about eight when they open and then i'll try [usr] that [sys] and get [usr] means [sys] them [usr] there's [sys] out [usr] no point for me to call you before eight o'clock [sys] there's no point in calling us back before eight cos we can't speak to them [usr] i [sys] until [usr] do [sys] i [usr] it's such a disaster

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good evening thank you for calling dino you're speaking to [pii] how may i help [usr] hiya i'm calling because our toilet waste pipe is blocked [sys] ok [usr] we've had a plumber come out that our agency sorted to take a look at it and he can't unblock it [sys] ok no problem is it the only toilet in the property [usr] it is [sys] ok now you said that your agency arranged it can i ask is it a tenanted property [usr] it is [sys] and can i ask who will be paying will it be yourselves or the agency [usr] i'm i'm not is as well i assume the agency providing it's not something that we've caused i think that's the issue we don't know what the cause of it is [sys] ok the only thing is if the agency is going to pay i will need to i would need them to book it in because i would need those details [usr] that's the issue they they're shut and we won't be able to get hold of them till monday [sys] ok if i book you in then the payment would need to be made on completion [usr] right [sys] would you be able to get that back from them [usr] quite possibly i guess i suppose if it if something was stated to say that it was a not something that we've done [sys] right [usr] but depend [sys] ok [usr] depending [sys] it's just [usr] on what it is [sys] sure [usr] i i guess [sys] sure if you're happy for me to book you in in the knowledge that you would have to pay on completion is that ok [usr] it's gonna have to be my my girlfriend's [sys] ok [usr] pregnant and we need to use the toilet [sys] gosh to get somebody out this evening what would happen it would be 225 for a standard unblocked this evening [usr] right [sys] the engineer would come out he would assess the job he would confirm to you the price [usr] right [sys] if you decided not to go ahead then that's fine there is no charge for the call out but if you decided to go ahead then payment is due by card or cash on completion is that ok [usr] ok [sys] just checking you don't have british gas home care cover do you [usr] we don't know [sys] and can i just check the post code that we are booking in your area [usr] it's [pii] [pii] [sys] is that [pii] [usr] that's correct [sys] ok let's just take a look how many months pregnant [usr] 6 6.5 6.5 it's getting used a lot more [sys] six is that just after christmas [usr] y 30th december [sys] wow that could be one new year but we are booking in the area are you happy for me to book you in congratulations is it your first [usr] it is [sys] just checking it is a domestic property can i take your surname please [usr] it's [pii] well er [sys] and can i take your first name please [usr] [pii] [sys] and [pii] is it possible to take an email [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] [pii] ok [pii] is it possible that i could take the best contact number for you please [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] you your triple numbers [usr] it seems to [sys] i've got a postcode of [pii] and what's the first line of the address please [usr] [pii] [sys] just check that i'll just make some notes for the engineer is the toilet overflowed at all [usr] no it it was just taking ages to go down and then it started leaking in the living room through the light fixture [sys] ok only toilet is [usr] but they've [sys] blocked [usr] they've isolated the toilet off now [sys] ok who who the plumber [usr] the plummeted [sys] ok [usr] it's it's they they know what the issue is they just can't unblock it [sys] is it in the you you said it's in the saw pipe or the waste pipe [usr] the [sys] going out the back ok inside there right ok missus are they pregnant ok let's i'll put her down as vulnerable if you don't mind [usr] that's fine [sys] and you're available this evening ok let's get this booked for you just saving that sorry a little bit slow i think we're quite busy this evening that's booked for you you [usr] ok [sys] should receive a text in a few minutes confirming that with your work order number [usr] ok [sys] now our engineers should call you prior to coming out but i can't always promise just for the fact that they're on an emergency they might just jump in the van and drive to you [usr] ok [sys] please keep an eye on your phone and an ear out for the door [usr] right [sys] all right thank you hopefully [usr] thank [sys] we'll get [usr] you very [sys] that [usr] much [sys] sorted and congratulations on your forthcoming baby [usr] thank you [sys] all right thank you [usr] thank [sys] bye [usr] you for your [sys] bye [usr] bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home did that you can now book plumbing services online in a few easy clicks visit dino dot [usr] i [sys] com [usr] can't [sys] for details alternatively please hold and your call [usr] i'm [sys] will [usr] trying [sys] be transferred to a customer service advisor we record calls for quality and training purposes hello good evening welcome to my name is how can i help you [usr] hi this is with inclusion i was wondering if i could pass you a case please [sys] ok can i have the post code please [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] ok just a second what's the first line of the address please [usr] it's [pii] [sys] hm ok or the customer does customer have a policy with british gas [usr] they have it with us who has it with you [sys] ok where are you calling from please [usr] i'm with inclusion [sys] ok [pii] because i can see that the customer has a policy with british gas what's the customer's full name [usr] it's a site it's not a customer [sys] ok just second i'm trying to see because there are lots of accounts ok inclusion house ok just a second it's coming up just a second it's it's coming up it's just give me some time [usr] nothing [sys] can i take down the issue then is the plumbing or drainage issue [usr] it's a a toilet that's blocked [sys] ok is that the only toilet in the property [usr] it's the only one that the residents can use [sys] ok is there anyone with any vulnerability in the property [usr] it's a sheltered housing site [sys] ok ok just a second it's ok still coming up why it's taking this long wow just order please ok just good ok well sorry it's taking quite some time can you hold on please because i need to i didn't that's good it's me it's it's taken long and i'm not getting the post code i know can i transfer you over to british gas please sorry for delaying thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us good thank you for calling you're speaking to from the system how may i be of assistance [usr] hi this is [pii] with inclusion i was wondering if psychopath case please [sys] excuse me [usr] this is [pii] with inclusion i was wondering if i could pass you a case please [sys] inclusion one ok you wanna tell me a bit about this [usr] we're a company that calls drops three set up sites that we manage [sys] ok ok you and the reason for the call would be [usr] it's a blocked toilet in one of the sites [sys] a block toilet not a problem i mean i'm gonna ask that you just confirm for me please the postcode and house number for the property [usr] ok the house numbers [pii] and [sys] [pii] [usr] the postcode postcode is [pii] [sys] [pii] is the property [usr] [pii] [sys] number house number [pii] thanks much just bear with me as i have it loaded up and you said you want inclusion is that inclusion properties [usr] inclusion housing i think [sys] inclusion [usr] maybe [sys] housing do bear with me as i have the account opened up you because the account might have a couple of properties it is taking quite some time to load up i'm gonna ask that you just do bear with me [usr] it must have been [sys] i know right you didn't get that ok i can ok it is still loading up i'm not able to see the account just yet and i mentioned this might be because there's quite a few properties on the account ok [usr] yes fine [sys] the block drain you wanna tell me a bit more about it [usr] it's a block toilet and it's the only one that the residents [sys] block [usr] can [sys] toilet [usr] use [sys] sorry [usr] yes [sys] it's the only one that residents can use i wonder why i instead of going forward that they were going forward you you with me the twin ok the account is clearly open i'm just waiting for the property that is in question to open up and then i will of course have it booked in ok [usr] thank you [sys] it's a pleasure i'm gonna play this now no i'm not gonna be enough because i wish you ok 1000 ok this is a multi premises account what i would have to do is i'm gonna have to pop you through to the multi premises team that i can of course have this booked in ok [usr] ok thank you [sys] just hold on the line our offices are now closed if you need to report a gas leak please call the gas emergency service on [pii] if you have a power cut hang up and dial [pii] to connect directly with your electricity distributor visit british goods dot co dot uk or download our app where you will find information on everything from bills payments and breakdowns to moving home and meter readings you can also start a live chat on our app or website too

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi calling how can i help you today [usr] hello there we've got a bit of a overflow block drain in the back garden [sys] ok can i take your postcode please [usr] it's [pii] [pii] [sys] and the first line of the address [usr] nine days is close [sys] ok and is it for a plumber or a drain engineer [usr] would it be a drain it'd be a drain engineer because it's a outside in the garden [sys] all right ok no worries i'm just gonna pass you over to your local office then as they can get that sorted for you is that ok [usr] do i do i just stay on the line [sys] just stay on the line i'll transfer it over for you [usr] all right thank you very much [sys] no right no worries have a nice day [usr] thank you love [sys] i know east midlands please note all calls are recorded for quality and training purposes in order to help us direct your call please listen carefully to the following options if you have a drainage issue including blockages cctv surveys drain repairs or tankers please press one if you have a plumbing issue please good afternoon [pii] [usr] hello there i've just been put through to you from your central i've got a block drain in the back garden [sys] ok not a problem any of your neighbors affected [usr] i [sys] at [usr] don't [sys] all [usr] know don't know [sys] that's not a problem the only reason why i ask is if it is if your neighbors are affected then it would be transferred over to you would have to contact the water board as it would be their responsibility that's not a problem i can get an engineer out to you is it affecting any of your facilities at [usr] no [sys] all can i take your post code then please [usr] yes it's [pii] [sys] [pii] [usr] [pii] [sys] perfect and then your best contact number [usr] sorry [sys] go your best contact number [usr] yes [pii] [pii] [pii] [sys] ok now for us to carry out am om block on a domestic property it's a flat rate of 100 and £70 [usr] right ok [sys] and the first line of your address please [usr] [pii] [sys] [pii] [usr] how how do we pay [sys] it's payment on completion to the engineer via card [usr] ok that's great [sys] let's have a look for you for availability ok keep fit to disappear are you ok for an appointment tomorrow morning [usr] no i i work till two o'clock sorry [sys] it ok when would be best for yourself [usr] after two o'clock er well i say [sys] after [usr] 2 [sys] two [usr] 30 [sys] ok [usr] cos i get in at 2 30 [sys] after tuesday sorry that's not a problem at all and can i take your name please [usr] er [pii] [sys] ok no problem at all i'll get this all booked in [usr] what [sys] for you [usr] when [sys] my [usr] i [sys] colleague will give you a call [usr] sorry [sys] to [usr] right there's a problem because i can't use my phone during the day because of security reasons with my job i won't i'll only [sys] ok [usr] i don't know how i'm gonna speak to anybody [sys] we'll leave you a voice mail it's just all we do is is we call all of our customers to confirm the appointment and give you a bit more of an eta in the afternoon it's a little bit harder it will be between 2 36 but my my colleague will still call you but the engineer will also call you when he's on his way to your [usr] that's [sys] property [usr] ok it won't be before 2 30 [sys] it [usr] that's [sys] well [usr] ok [sys] no [usr] ok then [sys] ok [usr] all right [sys] perfect [usr] ok lovely thank you [sys] we'll see you later take [usr] for [sys] care [usr] help thank you bye [sys] bye bye [usr] bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're through to my name is [pii] how can i help [usr] a problem the drainage my post code is [pii] [pii] [sys] [pii] is it a domestic or commercial property hello [usr] sorry [sys] is it a domestic or commercial property [usr] property you've been there [sys] is [usr] two or three [sys] it [usr] times now i know [sys] all right ok let me have a look do you have british gas home care cover for your plumbing and drains [usr] no [sys] no ok it's commercial could you confirm the name please the company name [usr] the girl [sys] could you confirm the company name for me please [usr] one here [sys] that's great restaurant he's at a restaurant hello [usr] can you hear me it's a restaurant [sys] can you hear me right ok that's fine and what's the issue you're having [usr] this block [sys] what's block sorry [usr] it's a drainage block [sys] drained blocks is what's happening is there any sewage overflowing or are you unable to use a toilet or what what what is it that's going on [usr] the toilets [sys] ok have you got any toilets you're able to use is there any toilets you're able to use [usr] see any toilets [sys] it's the only toilets did you say it's the only toilet [usr] we can't use the toilets [sys] you can [usr] you can't we can't use the toilet [sys] right ok ok because you can't use the toilet we could get somebody out tonight as an emergency call out for you what will happen with it being commercial is i'll book it in and then the engineer will be in contact regarding prices and when it'll be out but did you want somebody out tonight as an emergency [usr] yes [sys] could you confirm the first line of address for me there [usr] [pii] [pii] [sys] and could you confirm that's great and could you confirm the contact number [usr] contact number you can call the ok [pii] [pii] [sys] ok is that [pii] can you hear me [usr] i can hear you that's the number [sys] right ok right and it's a contact name to go with the number is is it just the same name as what is on the booking is it just the same name the the contact name what's your name [usr] same name [sys] right ok [usr] [pii] [sys] ok ok and it's grove on the hill restaurant isn't it you said [usr] yes yes [sys] right ok all right then is there anybody at the property who have any vulnerabilities that we'd need to know about [usr] i think [sys] no right ok no problem that's all booked in for you then for tonight the engineer will give you a ring when he's on the way and he'll give you a ring also regarding prices and when he'll be out as well we should be in contact and out with you as soon as possible do you usually pay upon completion via cash or card or would you be needing an invoice [usr] what [sys] you can pay cash or card [usr] card [sys] ok you can pay cash alright [usr] card [sys] then no problem [usr] card was it [sys] that's fine [usr] right [sys] all [usr] bye [sys] right then that's all booked in for you [usr] thank [sys] someone [usr] you bye [sys] will be out with you shortly all right [usr] thank you bye [sys] all right take care bye

0Appointment / Booking

[sys] thank you for calling dino [pii] partnered with british [usr] dino [sys] gas [usr] road [sys] please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services did that you can now book drainage services online in a few easy clicks [usr] right [sys] visit dino.com [usr] ok [sys] for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] wow [sys] good morning good afternoon you're through to dino [pii] speaking how can i help [usr] hi mate that was quick it's [pii] from down i was we've got it's an ongoing issue with this place you've been there before where are we let me just get the instant toilets blocked again rising up in the pan and not draining there's an ongoing issue there and she has a date for someone in january to come out and solve it properly but in the meantime it just needs draining again [sys] can i take the the post code please [usr] yep [pii] [pii] [sys] and the name on on the account [usr] [pii] [sys] and the first line of the address [usr] [pii] wins the cup [sys] we went out on the 21st last month she was just under two weeks ago [usr] she's got [sys] but you're [usr] a new [sys] the [usr] system [sys] same [usr] put [sys] wouldn't [usr] in apparently [sys] you is it just the toilets blocked now again [usr] it's the same issue i think that she needs new pipes and everything put in but in the meantime it just needs to be she's just doing with dealing with it at the moment [sys] do do if she's got another toilet she can use or is that the only one [usr] that'll be the only one i've got an account number for play down do you need that [sys] i think it's already [usr] ok [sys] linked onto what what is it what is it clyde allen housing association ll seven that's that's the billing account isn't it on on on there [usr] the one with the delta yankee alpha volvo and then it's 29931 that's the account number [sys] it's a it automatically puts it on as the [usr] it [sys] billing [usr] doesn't m not a problem ok [sys] obviously it's a bank holiday the the prices are higher than what they are during the week [usr] i get [sys] ok [usr] i understand [sys] on a normal day i just have to confirm it with you before i book it in the price is [usr] i [sys] from [usr] know man [sys] 255 including that the engineer will be out as soon as possible is there any one vulnerable there at the property [usr] aaa lady called [pii] [sys] right and [usr] well she sounded vulnerable i don't have any date of birth or anything but she sounds vulnerable and every time this issues happened we've got to call down a rod in the out of hours [sys] i'll send that job off now if you just confirm the contact number please again for the customer and then i can update that and [usr] sure [sys] send [usr] it was [pii] [pii] [sys] that's fine thank you [usr] ok bear with [sys] all sorted i've booked that in then i said we'll have somebody out as soon as possible today [usr] ok ma'am thank you you [sys] ok no problem you [usr] bye [sys] take [usr] now [sys] care then

0Appointment / Booking

[sys] good afternoon [pii] [usr] hello mate i'm just calling because i i don't know if my mum earlier but she lives in [pii] she's her drains are blocked and she's got crap that's come out of all the drains pretty much and up through the man holes it's full right up the toilet's backed up [sys] ok let [usr] she [sys] me just pop [usr] she [sys] pop you through to the drains team you've just come through to the plumbing side [usr] ok all right cheers mate [sys] ok two secs sorry my colleague [pii] he's just on the phone can i take your postcode and i can get him to call you back or the postcode for where it's from [usr] yes it's [pii] [sys] did you say [pii] [usr] [pii] [pii] [pii] [sys] we probably do that ok bear with me two secs let me just double check that it's down road to do this if it is then i want to give you a call back if it isn't i will put you on the right people bear with me two secs ok [usr] what do you mean if it's [pii] it sorry is [sys] and [usr] there jurisdictions [sys] yes [usr] is there [sys] that's exactly it if it if it falls upon a different postal code area that we don't cover it'll be it'll be another company and i'd be able [usr] right [sys] to give [usr] i see [sys] you that contact number just bear with me two secs [usr] ok all right [sys] sorry to keep you sir it definitely is done i'm just gonna transfer you now ok [usr] ok cheers mate thank you [sys] hello how can i help [usr] hello i'm just calling am i through to the drains [sys] you are yes [usr] right brilliant i'm just calling with a query more than anything [sys] ok [usr] more than that my my mother rung up this morning she lives in s ash i was around i don't know if you spoke to her maybe [sys] i haven't spoke to anybody [usr] i don't know if you remember [sys] i haven't spoke to [usr] ok [sys] you [usr] well i'll i'll i i went round her property last night cos she's got all her drains are blocked [sys] bye [usr] up and they're all backed up and there's just it's all come out all around the house it's a toilet isn't usable cos it's all backed up at the toilet now she was told on the phone that they would come out and come out for 240 quid and do put a camera down and give her a report [sys] right ok [usr] but that that doesn't solve is it doesn't solve the issue instantly do what i mean are they are they [sys] but [usr] able to just come and rod [sys] if [usr] the drains [sys] you wanted them to just come out and unblock then that's fine we can do that that's not an issue it'd be 100 and £80 including v va t [usr] right it will be 100 and £80 that includes the va t right why do you reckon they would have told her earlier that they come out and do a report for 240 [sys] i to [usr] not [sys] be honest i don't know what conversation we had it it might have recommended that thinking that there might be more issues in the drains or not i can't really [usr] ok [sys] comment because i don't know what conversation was had but [usr] all [sys] obviously [usr] right [sys] if you just wanted [usr] all right [sys] us to come out for an unlock it would be 100 and 80 but i would struggle today [usr] f [sys] if you did wanna go ahead with [usr] no [sys] that [usr] no that's fine i'll i'll speak to my mum in [sys] of [usr] a minute [sys] course [usr] and then come back to you but i if if how where does the the line draw that if they're there for a while does the cost go up [sys] sorry say [usr] or is it fixed at a r do what i mean it's 100 and 80 but they could be there [sys] well [usr] for an hour they could [sys] generally [usr] be there for three hours [sys] we [usr] four [sys] to [usr] hours [sys] be honest generally we'll say for a couple of hours and they do have rods they do have jetters obviously because that the blockage more and plunges they have some of them have the mechanical devices the spartans we should we should be able to clear all that [usr] ok all right ok then that's brilliant all right i'll get back to it and if you do you think that you'd have to do it tomorrow [sys] of course [usr] or friday [sys] i mean if you if you came back tonight be able to get [usr] ok [sys] there tomorrow i'm in from half seven tomorrow as well if you just ask him myself [usr] ok [sys] i could get that booked [usr] i could [sys] in [usr] always ring you in the morning [sys] of course [usr] all right all right ok all right i'll speak to her and i'll get back to [sys] that's [usr] you [sys] not a problem take [usr] all right [sys] care [usr] ok [sys] all [usr] thank [sys] right [usr] you very much [sys] bye [usr] cheers bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require [usr] well [sys] our plumbing services press two or if you have an existing home care policy it's three we record calls for quality and training purposes the current wait time is approximately nine minutes thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hive and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a high thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bills think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit it's quicker and easier to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date did we can cover your home electrics kitchen appliances and plumbing and drains too ask us about upgrading your cover today have you checked your carbon monoxide alarm recently you can't smell or taste carbon monoxide it's important to make sure to test them regularly and to get your gas appliances serviced every year if you're not sure how to use all the controls for your central heating system just ask our engineer to talk you through them when we next visit [usr] as long as to come [sys] freezing pipes are one of the most common causes of boiler breakdowns in winter the best way to prevent this from happening is to wrap insulated materials electrical heat tape or fiberglass round exposed pipes to protect them if you've got a condensing boiler you can have a condensate fitted this is an insulated pipe that stops your boiler waste pipe from freezing which is one of the most common problems for our customers just ask our advisor or one of our engineers about getting one thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hive and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a high thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bills think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit it's quicker and easier to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date good morning you're speaking with [pii] at british gas how can i help you today [usr] hello i want to ask you a few questions we've had some problems with our drains over the last few months and we've got a a policy through british gas and i don't think we've ever really come to the conclusion of what the issue is and it came to a head with some further leakage of water yesterday and one of your drainage people came yesterday and and sorted out a temporary solution for us and i now need to work out a permanent solution [sys] ok [usr] it it it would appear that maybe either the the pips to the soak away are blocked or the soak away is failing is that something covered by the british i is soak ways that covered by the british guess home policy [sys] i can check for you can i take your postcode and your house number [usr] yes [pii] [sys] ok and your name and first line [usr] and [sys] of your [usr] it's [sys] address [usr] [pii] where [sys] thank you it's a soak away right to second i'll just check on the terms and conditions not entirely sure but i will just bring it up on the drains rainwater gutting down manholes are covered away septic tanks not covered [usr] sorry sorry i i just someone interrupted me for a second could you say that again please [sys] the we are not covered [usr] circle [sys] no [usr] ways are not covered but investigating the problem you could do would you [sys] any investigating work up to finding out what the problem is would be covered that that's great let me just [usr] yes [sys] have a quick look and see what they said on the last job let's see [usr] i mean he's done a temporary measure we think we know what the problem [sys] ok [usr] is now [sys] because my head [usr] and and and and what he did yesterday by disconnecting another drain pipe has solved the problem temporarily but it's obviously only a temporary thing because we've got a some guttering which is just going on to the ground at the moment [sys] it's quite expensive [usr] he should have written something he [sys] customer [usr] have written [sys] a hole in [usr] yesterday [sys] the ground exposed from all drain water pipe from the roof and it's flooding when training place located another rainwater pipe fill with cctv device could be connected to remove the dope for tonight to see if flooding stops if it does pipe to be sealed and then for jetting external downstream customer asked me to jet now and the declines as asked me flood room with black dirty water that's that's where we are with it just now i think probably the next stage we down the road i'm not fully trained in that because it's a different department but i would assume that they need to put some camera work down would that be a or did you suggest [usr] well he did try but it was it was full of water at the time [sys] ok [usr] the pipe he did get out the camera i mean he didn't want he wanted he would have thought that the next step would be to jet that pipe but he didn't want to do it because at the time if he jetted it it would just be gushing water up into the downstairs room which is what the issue was from the rainwater coming down we need to cap off the whole and the old pipe in the house first [sys] right [usr] that they can get it [sys] i mean this job's [usr] i would [sys] not [usr] have thought [sys] being closed [usr] would be the [sys] off [usr] next step [sys] it's been put for off site review that means that normally when that happens they are looking to come back out further and i don't know did they say they were being back [usr] right [sys] in contact with you or anything or [usr] well i mean this this was all last night yesterday evening when we had to call emergency [sys] right [usr] to try and stop the water coming in as i said he didn't he he said he was going to put in a report and everything but he didn't specifically say i mean i i i'm glad he hasn't closed it off because i think that's the case i mean what we probably need to do is is is is have that drain pipe capped off that's on the inside of the house we can seal it [sys] i think coming [usr] can [sys] back to [usr] they [sys] anyway [usr] will they come [sys] but i'm [usr] and [sys] just [usr] do [sys] going [usr] that [sys] to call [usr] for us [sys] them if you don't mind just to see what why it's been left open because any open jobs is because they're going to investigate and go back out but obviously if you've been left not knowing what's happening and i'm going to [usr] i mean he he didn't specifically say that he just said he would put in a report and i said well i will try and i [sys] ok [usr] was [sys] this is just [usr] trying [sys] a [usr] to [sys] temporary [usr] work out [sys] fix [usr] what [sys] and you're still [usr] the next [sys] getting [usr] steps [sys] issues [usr] were this morning [sys] let me just phone them right [usr] well no no the temporary fix has stopped the water coming up but it was we can't have that drain pipe [sys] bye [usr] disconnected permanently we obviously need to connect it at some stage and then we need to sort out the the the pipe but at the moment when we reconnect that thing or even [sys] thank [usr] if they jet [sys] you [usr] it it's causing water to come up into the house [sys] ok [usr] we need to we need [sys] right [usr] to stop [sys] let me [usr] that [sys] see what they're saying about it are you ok just to hold and i'll call through to [usr] first [sys] them thank you [usr] yes yes thanks [sys] hi there what they're going to do is they're going to speak to the engineer the [usr] hello [sys] guy that was out yesterday and give you a call back and she's not entirely sure from the notes what the next step would be she said possibly because it rain water in the pipes and things that some of that's not covered under your policy but she needs to speak to the diner road person who was out yesterday and then from there decide what's needed done she'll give you a call back and advise you what what what the next step would be whether that would be us going back out under the policy or whether if it's not covered under the policy whether you want us to give you a quote for the work but she won't know until she's spoken to him which way we can proceed with it [usr] ok that's fine i mean if if you look back through the history you'll see that this leak that we've had in this downstairs room was first noticed back in august we had this leak and we had we had several visits from diner rod people including some specialist who came to try and detect what the problem was and never managed to to make the correct diagnosis i mean it has been going on for some time in this issue this issue and we've tried to get rid of it by removing that we've had some work done on the roof that that inside pipe can be removed it was gonna take that out of the out of the equation but clearly the problem seems to be [sys] right that's [usr] either [sys] about where it [usr] in the soak away [sys] area [usr] or when the [sys] because [usr] pipe [sys] obviously [usr] is leading to [sys] you're [usr] the [sys] you're [usr] soak [sys] guttering [usr] away we're not [sys] down [usr] sure [sys] pipes and we are not covered they're probably doing what they can to try and resolve it within the grounds of the policy that's about they're trying to double check she she'll speak to him and [usr] ok [sys] then we can you can [usr] all [sys] take [usr] right [sys] it from there they probably have more of a bit more information on it than i would have i think that's why that is coming to a standstill all the time is because it's involving a soak [usr] ok [sys] away which hasn't covered hopefully they call you back and have some resolution for you but she shouldn't [usr] ok [sys] be too [usr] all [sys] long [usr] right [sys] she needs to just [usr] all [sys] speak to me then she'll [usr] thank [sys] give you a call [usr] very [sys] back [usr] much [sys] at some point today i made sure she had your mobile that you were calling from [usr] ok [sys] she's [usr] all [sys] got [usr] right [sys] that [usr] you [sys] there [usr] got my number [pii] [pii] [sys] ok [usr] at mobile number [sys] no problem at all thank you bye for now bye [usr] ok great ok thank you very much thank you bye bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi speaking how can i help [usr] hello there hi my name is [pii] british gas have just left although unfortunately i don't have a a contract with them anymore i've [sys] ok [usr] got a brand new boiler er well i say brand new it's only about three or four years old he the engineer has checked it over and he can't find anything particularly wrong with the boiler he's just giving it a little mot but he's losing pressure he seems to think that there's a leak in the system obviously if i've got a leak i don't know where it's coming from does makes sense [sys] it does can i take the postcode of where you are [usr] [pii] [sys] was that [pii] [usr] no no [pii] [sys] thank you and then this is your own premises that's it and can i take the first line of your address please [usr] [pii] [sys] yep and can i take your name please [usr] it's [pii] [sys] ok and the best phone number for you please it doesn't show [usr] it [sys] up do it [usr] [pii] [sys] and they couldn't give you any more indication than just there must be a leak somewhere because you're losing pressure it's not the boiler right [usr] it's in the system he thinks [sys] but nothing obviously coming out that you can say there is right [usr] no no i mean someone did say to me that they thought that the bathroom the one in the bathroom was leaking but he reckons that for me to have to top up the boiler every day is losing about a pint of water [sys] i know [usr] which [sys] i don't [usr] seems [sys] top mine up [usr] extortionate [sys] anything there [usr] amount [sys] as much [usr] of water [sys] as that [usr] but i don't know [sys] right right [usr] well no [sys] there's [usr] that's [sys] been [usr] only [sys] a definite [usr] going to be [sys] downturn [usr] in the last week cos it's obviously gone wrong [sys] and is there anyone in your house with any vulnerabilities ok good let me just check for availability [usr] no [sys] sure they are available tomorrow [usr] and also i wanna talk [sys] and [usr] to [sys] what [usr] about [sys] would happen [usr] prices [sys] is that the guys [usr] and stuff [sys] themselves will [usr] that [sys] call when they're on the way they'll come around and do an inspection both the inspection and call out are free the guys can check the problem if they do find that there's a leak then they'll be able to give you a price there and then to do the work as long as you're happy with that then they'll obviously then just get on with it we can't do a quote in advance i'm afraid simply because there's that many different [usr] right [sys] things that it could be that we don't obviously say something and then it turned into something different and give people an attack all plumbing work is quoted by the guys just coming out and doing a free call out if you're happy then you they'll just if they can [usr] right [sys] they'll obviously get on [usr] ok [sys] with it there and then [usr] they [sys] if [usr] quote [sys] it's something [usr] and then [sys] that [usr] they [sys] they have to order [usr] if [sys] parts [usr] you [sys] for [usr] agree [sys] they'll obviously [usr] to [sys] make [usr] quote [sys] arrangements with you then to come back at a later date all right ok it is just down us all day but obviously i can [usr] ok [sys] put in the notes [usr] all [sys] of what's [usr] right [sys] gonna [usr] then [sys] work best for [usr] tomorrow [sys] you either [usr] ok [sys] am [usr] thank [sys] or pm [usr] you what time tomorrow sorry dear [sys] ok and [usr] ok [sys] if they [usr] no [sys] do anything chargeable [usr] that's alright i'll [sys] it should be between [usr] i'm supposed [sys] eight [usr] to go into [sys] and [usr] the office [sys] six [usr] tomorrow but i'll tell him i'm not coming in i'll be here what time [sys] it's [usr] do you work [sys] just a cash [usr] from [sys] or card payment that once [usr] pardon [sys] you finished [usr] sorry right if they do anything chargeable what was that [sys] that's all booked [usr] sorry [sys] in for you now [usr] all right then thanks [sys] it should be the guarantees [usr] sorry [sys] offered by the guys themselves [usr] lovely [sys] obviously they can [usr] that's [sys] then explain [usr] tomorrow [sys] to you what the guarantee [usr] is the [sys] covers [usr] work guaranteed [sys] and with obviously plumbing work quoted it's a bit more of [usr] hm [sys] a gray area for me because obviously as i said but if it was a drainage for example the guys would say unfortunately on this occasion we can't offer a guarantee because you've been throwing nappies down the drain if you carry on doing that it's gonna block again if there's any reason that they can't offer a guarantee on their work then they should be able to but again obviously just speak with them when they come out and they can put your mind at rest about anything all right then that's it [usr] ok alright then [sys] all right [usr] alright [sys] then [usr] they [sys] no [usr] they [sys] problem [usr] sort [sys] thanks [usr] of they [sys] for that [usr] it [sys] bye [usr] won't cost [sys] bye [usr] me anything tomorrow but they'll quote me and if i wanna go ahead i pay ok all right then thank you very much for your help thank you bye bye bye

0Appointment / Booking

[sys] [pii] speaking [usr] hi is that road plumbers [sys] speaking [usr] hello hello there we've got [sys] and money [usr] blocked toilets here i just want to come out as soon as possible [sys] where are you based [usr] in in essex [sys] ss six is it [usr] ss 67 qj [sys] i can get someone out to you today it is the out of hours cost at the weekend for an unblock which is £233 [usr] ok [sys] obviously you can have an in hours appointment which would be monday probably at the earliest if you've got the availability which is 1 70 it's [usr] no [sys] up to you [usr] it's fine cos they we've got two toilets that are back to back if what i mean sharing the same waste pipe i think and they're both they're both one got blocked and then the other one the other one got blocked because of the the first one thing [sys] have we been out to before [usr] nice [sys] no that's fine that's fine then it's just a cash or card payment on site with the engineer once he's done the unblock and i'll just take some details [usr] sure do you reckon it'll be this morning [sys] he cos he doesn't have much on him and he lives he the is he engineer i'm just trying to think which engineer is on call it's the engineer that lives in your area that's on call anyway [usr] i rescued [sys] it probably quite soon on what's the post code [pii] [usr] [pii] [sys] thanks won't be a second here it's just loading is that do [pii] [usr] my building is called [pii] it's a it's just a small little block of flats and [sys] is it flat what number flat [usr] it's [sys] is [usr] [pii] [sys] it [usr] [pii] [sys] that's fine [pii] [usr] and then it it it's on [pii] that's it [sys] that's fun just your name please [usr] [pii] and the surname's [pii] that's [pii] [sys] [pii] and best contact number for yourself [usr] [pii] [pii] [sys] thank you and you said it's a block toilet [usr] two of them i mean we have tried we've got plunges here and we have tried but it's not budging [sys] in in all honesty if it's causing two toilets do you have any use of a toilet at all [usr] no [sys] no it in all honesty when there's there's likely two toilets backing up it's probably somewhere further down the line to be [usr] ohh [sys] honest [usr] right [sys] you won't be able to probably reach it with a rod or a or a plunger it's likely it could even be stemming to the man external manhole outside you [usr] bye [sys] know we've had this we get it obviously all the time but our engineers can have a look in your man holes and whatnot [usr] ok [sys] that's fine it'll be our engineer stuart [usr] yes [sys] and i'll get him to come to you asap i shouldn't be too long alright [usr] right i i need to pop out to go to the toilet to the public toilet it won't be in the next half hour will it [sys] i can [usr] will [sys] make [usr] it [sys] sure it's not i'll just [usr] is [sys] let [usr] that [sys] him [usr] all right [sys] you want it we say after 9 30 [usr] is that ok [sys] that's fine that's absolutely fine to [usr] too [sys] be honest if [usr] thank [sys] if [usr] you [sys] he doesn't have any work on him at the moment he'll be local anyway it won't make any answer to him [usr] that and tell him [sys] no that's [usr] he [sys] absolutely fine [usr] we we've got parking at the back of our flat he can when he finds the building he can pull through underneath the arch and park round the back [sys] perfect i'll put a note on there for him i'll probably give him a bell now anyway and let him know all right [usr] bye [sys] then lovely thank [usr] cheers [sys] you [usr] ok bye [sys] cheers [usr] bye [sys] bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks vidino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training pues hello you're speaking to [pii] at on demand how may i help [usr] hi there we had somebody come out on the er 28 0 sorry 24th of august to fix some pretty er ghastly smelling er drains and it it it it worked up until about a week ago but the smell has come back again now when when the technician was round he was it should all be fine and and as i say it it it it it it did it did resolve itself but i just i'm i i suppose i was just phoning up because i was expecting that it would last for longer before they start smelling [sys] right ok we came out what's just over a week ago you say [usr] no the 24th of august [sys] it's not that [usr] about [sys] long ago [usr] three [sys] is it now [usr] weeks ago [sys] can [usr] no [sys] i take your [usr] no [sys] postcode [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] no [pii] [sys] can you confirm your name for me [usr] my name is [pii] [sys] was it booked under someone else's name [usr] to to be honest it was booked under my wife's name [pii] [sys] that'd be cool [usr] ever seen [sys] and the first line of the address [usr] [pii] [sys] let me speak to the local office on this one it's always tricky with the smell of the drains because it could be coming up from the main train you see not necessarily but it could be let me just speak to them and see what they say bear with me [usr] ok ok [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers whatever your problem or situation an expert dino engineer will visit your home or premises and provide a quote free of charge and without obligation for your peace of mind we provide a 24 hour emergency response seven days a week 365 days a year all one hello thanks for holding for me the engineers only put [usr] your [sys] a 28 [usr] brothers [sys] day guarantee [usr] your brothers [sys] on this due to the amount of stuff that was that was recovered out of the drains that would mean that it will be out of guarantee and it would be chargeable again [usr] right ok there's all the spy spy i i appreciate this is not your policy but i just find that it stoned isn't it it's 100 100 and 70 quid for something that's [sys] yes [usr] ultimately lasted less than a month it it shows me that maybe the job wasn't done [sys] i mean [usr] properly [sys] i can get [usr] then [sys] you through to the local office if you want to have a word with them about it [usr] if if if you could i mean it wasn't mentioned there was a 28 day guarantee in it but i would have just thought that i'd be surprised well i'm i'm astounded that it's that short [sys] right [usr] start off [sys] ok [usr] with but [sys] well let [usr] that [sys] me let [usr] that [sys] me [usr] certainly [sys] get you through to the local office and see if they can chase the engineer [usr] but [sys] and find out why you only gave 28 [usr] ok [sys] days because normally it's a three month guarantee for a domestic [usr] ok [sys] i'm not sure what's happened there but i'll get you through mr [pii] just bear with me a second [usr] ok take care [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems hi there i know he was [usr] hi there i was speaking to a colleague of yours just around got some issues and he said to me it was a 28 day guarantee which i i find a bit bizarre but and that was never made clear to us and i was gonna feel 100 and 70 quid that we spent to get our [sys] ok [usr] drains fixed and within a month or just over [sys] right [usr] a month [sys] ok [usr] they they're [sys] no worries [usr] they're smelling [sys] well [usr] again the same way they did before [sys] when are you available sir [usr] i mean my my my wife is she's work on a friday she's around tomorrow but and then we're we're both out of work next week but i mean we we do occasionally work from home i guess [sys] property [usr] it'll [sys] here [usr] trying [sys] one [usr] to understand [sys] second there you go is anyone available today or [usr] not until [sys] we'll do tomorrow [usr] about four o'clock i would imagine i i need to check with my wife [sys] no problem at all well well [usr] but [sys] don't [usr] she [sys] worry about it i'll [usr] tomorrow [sys] get it booked on tomorrow [usr] would [sys] for you [usr] easier [sys] no thank you bye bye [usr] excellent all right thank you for that cheers then bye bye bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plumbing services did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] at dino how can i help [usr] good afternoon my lovely i spoke to a gentleman earlier and he's quoted me a i've got a drainage blockage and [sys] ok [usr] it it's it's i i think it's quite it's it's a kitchen one and it's my waist to bathroom waist as well [sys] right [usr] and i think he quoted me quite a bit of money i was just wondering could i borrow it cos obviously a couple of days before christmas obviously i've spent up but i do need it doing he said he could get someone to come out today [sys] right ok as far as i'm aware we don't offer any payment schemes it is a case of payment on completion [usr] no i'll i'll pay cash when he's completed that's why i'm sorry no he i had to go and find the cash off my daughter's sorry to go and pay for this [sys] no no it's absolutely fine that can i start by taking your postcode [usr] it's [pii] [sys] [pii] ok no problem and can i take the first line of your address [usr] yes [pii] [sys] ok and just to confirm do you have any british gas home care cover [usr] no [sys] for your plumbing and [usr] the [sys] drain [usr] gentleman asked me that and i don't have no cover no [sys] ok no problem and that was [pii] [usr] yes it is that's me [sys] ok and is this a domestic property and it's where you live [usr] it is it's it's where i live and i own it [sys] ok fantastic can i take your name please [usr] yes my name's [pii] [sys] ok and what's the best number to reach you and [pii] is is it the one you're calling from now [usr] it's my mobile i'm just gonna charge it now as well [sys] okey dokey i've got [pii] [usr] that's me [sys] ok and do you have an email address [usr] i do i i'll i'll spell it out to you it's [pii] [sys] that's perfect thank you much ok are there any vulnerable people at the property that's anybody with medical issues or disabilities [usr] no i i think [sys] no [usr] i i think i'm going crazy a couple of days before christmas is happening but no no no not at the moment [sys] ok what you're saying is you've got a blocked kitchen a blockage in the kitchen and there's bathroom waste present [usr] it's all outside it was to be honest it was a guy not that he was doing my guttering this morning and he as a as a favor he saw some leads and i and a couple of long story short he tried to unblock it and he said he said to me this isn't this isn't this is not a normal job i think you're gonna need someone [pii] and i went ok and then the guy quoted me the money and i was my gosh i haven't got it on me but i've bought i've got i went to my daughter's and obviously cos i've spent up i would have had it yesterday i had it but when you just go a bit crazy cos you've got everything and i i i spent 100 and 90 in asda at six o'clock this morning what i mean i [sys] i know [usr] just [sys] i know i know we're the same we we said we've got all of our gifts sorted but you don't feel you've got enough then you go and panic buy [usr] and this today and i would have had enough but i just do this i'll get this get that and i knew it's unlucky to do that and i did it and of course obviously 1011 o'clock [sys] don't [usr] today [sys] worry [usr] it's obviously [sys] ok will you be available today [pii] [usr] yes i am i'm in i'm in [sys] okey dokey no problem i'm just gonna make some notes here just to say it's kitchen blockage it's bathroom was present [usr] but it's bad cos when you open on the floor outside you have you have your pot i call them not potholes but the the drainage holes that the and that's full it's full [sys] ok that will be an emergency which means an engineer will come out to you as soon as possible while [usr] will [sys] i can't [usr] it be [sys] give you an [usr] will it [sys] sorry [usr] be 225 sorry will it be 225 that you [sys] 225 [usr] ok that's fine he's not gonna give me another price really i've only got 225 on me [sys] no no if there's any further works that are needed it will be quoted for and obviously that's to your discretion whether you accept or deny the engineer will give you a ring when he's on the way is that ok [usr] that's fine i'm just gonna charge my phone now and [sys] no problem [usr] off [sys] i'll get that i'll get that booked for you [usr] ok thank you much thank [sys] no problem [usr] you [sys] that's all booked in [usr] thank you much what time is his latest i'm staying in but what time would his his latest be cos i suppose they can work [sys] it [usr] in the dark can't they i suppose [sys] an all day appointment runs up until six pm [usr] right [sys] you should hear from him from then [usr] ok that's lovely thank you much thank [sys] no [usr] you [sys] problem [usr] take [sys] thank [usr] care [sys] you bye [usr] bye bye [sys] bye bye [usr] bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get [usr] ok [sys] you to the right team if you need any help with a drainage problem press one if you require [usr] bye [sys] our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to [pii] my name's [usr] ok [sys] [pii] [usr] well [sys] how can i help you today [usr] hi i'm calling from bellway homes and i was wondering if i could book someone into one of our sites to unclog some toilets [sys] ok and can i just clarify is this domestic or commercial property [usr] they're domestic [sys] and do you have any form of long term agreement with either british gas or diner [usr] ok [sys] rod for plumbing and drains at all iek account local account that thing [usr] no don't sorry [sys] no ok and you you're contacting us for one of your properties is that correct [usr] i i don't know if they class as commercial or not no it's on a building site and some of [sys] right [usr] our compound [sys] right [usr] toilets [sys] no problem that would [usr] hm [sys] probably be classed as a commercial can i have the right what i need to do is just to explain that what i'll have to do is pop all the details onto our system [usr] yes [sys] this will get sent through to our local office closest to your property they will then contact you to discuss an engineer's [usr] ok [sys] visit at your convenience they'll also go through pricing with you over the phone is that ok [usr] that's fine thank you [sys] and could i have the postcode of the first line of the address and the company name you said did you say it was bellway homes [usr] yes sure [sys] and the postcode and the first line of the address please [usr] [pii] [pii] [sys] [pii] thank [usr] you [sys] you [usr] not entirely for the address cos obviously it's a site [sys] it's fine it's fine i'll see if i can find it on the system bear with me one moment [usr] it's in [pii] [sys] [pii] i'll definitely have a look for you have an x-ray let's have a look see [usr] and [sys] right we do have [usr] 49 [sys] some local offices in that area now let's see if [usr] i'll [sys] we [usr] book [sys] can [usr] it [sys] find [usr] in for [sys] that [usr] next wednesday then [sys] address for you [usr] i'll make a [sys] it's just taking a moment to load [usr] thank you much [sys] right it's just saying [pii] [usr] because i because it's a new site i don't know to see if you'd have it or if it would be on systems i mean [sys] a [usr] put in [sys] it's ok what i'm going to do is i'm just [usr] ok [sys] going to do a little bit [usr] ok [sys] of a a fuddle and change it around [usr] i might be able to give you a name of a house there but obviously it's not for the house if that helps [sys] if you've got one there that would be perfect [usr] let see if you put in [pii] makes sense [sys] and is that in [pii] [usr] yes [sys] ok [usr] obviously that's it's not for the house the work will be on the site compound that just gets you to the site i guess [sys] i i'm i'm gonna i'm gonna leave that blank and just leave it as bellway homes [usr] ok [sys] they'll be able to see that it is the bellway homes they'll be able to go to the main office there and book in that way makes things easier and save me confusing the engineer [usr] that's fine [sys] ok and could i have a site contact name and site contact number please this is who the local office will contact to arrange for the engineer's visit and to go through pricing [usr] i don't have a number at the moment but i can get you one i just got his email five thanks to it to do would that would it be the engineer that who contacts me who would need it [sys] it's the the local office will [usr] come [sys] contact [usr] out and say it cheaper [sys] they need [usr] than [sys] a site contact name and number that they can ring to arrange for the engineer's visit [usr] i don't know how to do this give me a second let go off i see if they've got the number do you have [pii] number for [pii] no i've only got his email is [pii] on site today i don't know maybe i need to know now that's all i bye yes we're just checking if it's the right number [sys] it's quite all right don't worry [usr] small when you get in a right unless anyone else would have his number anyone else would have his number do you have his number [sys] ok if you're ok [usr] ok but if you're not [sys] we bill [usr] ok it's really [sys] one [usr] he if you go to [pii] it's come back sorry tell [sys] why [usr] you all [sys] did you what you doing [usr] text is my personal that's fine [sys] the [usr] but we're just waiting for a text to come through and then we'll have the number ok [sys] ok [usr] [pii] it's the number [sys] $4000 it's all right then [usr] 25 minutes alright all right are you ready for the number [sys] yep certainly thank [usr] sorry [sys] thank you [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] and the name please [usr] [pii] [sys] hey thank you ok [usr] just [sys] now that's that part done [usr] all part of the family [sys] i just need to [usr] it's you make that call i've had about five minutes [sys] dumb [usr] i've had that all life come to [sys] ok [usr] but thank you [sys] sorry [usr] bye [sys] about that for some reason my system i think cos i had [usr] if [sys] sat [usr] i just change up a little [sys] waiting my system shut down on me bear with me one second i'm just pop the details back on it'll [usr] yes [sys] only take [usr] sir [sys] a second right there we go you go back to right there we go now we're back to where we were and that was the contact number was for [pii] [usr] he's the site manager at the moment he'll he'll tell mum where to go [sys] right why will it not let me save these details i'm just gonna put number one and leave it at that there we go it wouldn't save cos i didn't have a a house number or name i've just put number one [usr] this one [sys] ok we've got a b i'm assuming it's a block drain that you have [usr] let me just get up his email it's three blocked toilets [sys] three blocked toilets and do they have other toilets in the property that they can use [usr] i think erin two different compounds i think we can these others [sys] no problem ok and is there anybody in the property clusters vulnerable that could be affected by this issue that you're aware of [usr] i don't think no [sys] no ok [usr] then to be able to [sys] i'm just going to booked in for you now ok that's now being sent over to our local office and they should be in contact soon to arrange for that engineer's visit and to go through pricing with you [usr] and they'll call [pii] for myself [sys] that's correct they'll call [pii] to arrange that yes [usr] all right brilliant thank [sys] no [usr] you [sys] problem thank you much for your call have a good [usr] you [sys] day now [usr] you too [sys] take care [usr] nice [sys] bye bye

0Appointment / Booking

[usr] is all knocked [sys] thank [usr] off [sys] you [usr] all [sys] for [usr] that [sys] calling dino rod partners with british gas [usr] relax [sys] please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help [usr] the [sys] our local teams of expert engineers are available across the [pii] 24 7 365 days a year [usr] you [sys] whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote dino offers [usr] i [sys] a fast [usr] not [sys] reliable [usr] but [sys] service you can trust with fixed prices and no call [usr] it was [sys] out [usr] block [sys] charges [usr] his stomach [sys] you can rely on us to get the job [usr] all it was [sys] done [usr] there was a they probably something ok six minutes what lock off the price what 45 obviously [sys] it's really easy to book appointments online just visit dino.com [usr] alright then i know i've got to do when i stop it six for from that the not for me well my coffee that sounds good that sounds good that's 450 b ok but then that that doesn't mean for them when they say that that's what [sys] dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here [usr] i [sys] to help [usr] just put that back no in the box i can ask [sys] our local teams of expert engineers are available across the [pii] 24 7 365 days a year [usr] what a fuck up out here you how much should i make up to that's right [sys] whatever the problem we'll send an expert dino engineer to your home to provide a free no [usr] i [sys] obligation [usr] don't know [sys] quote [usr] i'm gonna be sleeping at the office right i'm gonna run down there is that black hole there 100 ok [sys] good evening thank you [usr] good [sys] for calling [pii] [pii] you're speaking to [pii] how can i help [usr] hello good evening got water coming out the back of the calling from a business address in [pii] [sys] right ok and you've currently got is [usr] pardon [sys] it from [usr] me [sys] is a block you're suffering from [usr] all i would say to you is that i know that there has been some type of issue i don't know what we're just finishing off at work and then we started to notice that what was coming through from a a back ppe [sys] right ok it's currently leaking out of a pipe [usr] well i've then run around and stopped it but it looks it's coming from the back where i've stopped the water from one side of it it's come through from another toilet it looks it came from the back of the toilet not through the regular pipe to the toilet that kind [sys] right [usr] of makes sense [sys] ok just confirm the postcode for me [usr] [pii] [sys] was that [pii] [usr] [pii] [pii] quebec uniform [sys] perfect and just the first line of the address please [usr] it's [pii] and it's [pii] [sys] not to worry and where was that sorry [usr] [pii] [sys] perfect and what's the name of the company [usr] st anis and you or you might find it under [pii] and they [sys] not to worry that's fine and can you just confirm your name for me [usr] it's [pii] [sys] not to worry that's fine right ok it does look on my system i've got [pii] for that address [usr] that's fine same [sys] that's perfect not to worry right ok and you said you say you've got water coming out of a pipe [usr] ok it looks sewage [sys] right ok [usr] that's what it looks we've got two sets of customer toilets and behind those customer toilets in the back office then you've got three technician toilets the cleaners started to notice underneath the doors of the toilets for the customers that water was just coming through i i there's a there's a wooden panel there i looked behind that couldn't see anything but it was coming through the base of the toilet itself not [sys] right [usr] through [sys] ok [usr] rim [sys] it was it wasn't coming out of the toilet bowl it was coming from underneath the toilet [usr] correct i ran around the back because my logic is that all these four toilets well five toilets are connected together i run around there and i could clearly see that there's a side pipe which looks the the pipe that the big pipe that runs from the back of the toilet that goes down the side of one of the other toilets and water was just gushing out of it [sys] right ok [usr] but i managed to find there was a a connection valve that i turned off that then stops the feed from that pipe coming through to the toilets at the front but then it's come through another toilet i've been able to go around all of the toilets and stop the pipe but it's coming through the back of one of the toilets currently not as much as it was before but it is still coming through [sys] right ok and just to confirm there's nobody in the property with covid or anybody who's vulnerable [usr] no no business address [sys] and you don't really there's no avail none of the toilets are able to be used at the moment [usr] no no [sys] no not to worry right ok we'll get that down as an emergency job we'll have somebody out as soon as we can what what we'll have i'll get that booked in our on call engineer should be in contact and they'll confirm when they can come out to get that all sorted [usr] ok and no indication at all on time because technically [sys] unfortunately [usr] the business is closed [sys] not [usr] down [sys] with our emergency jobs we can't give out a time frame but due to it being an emergency we will have somebody out as soon as we can they will be in contact when as soon as possible as well [usr] on this number [sys] that's correct they will get in contact on let me double check if i can i take that number [usr] [pii] [pii] [pii] my name is [pii] [sys] perfect right ok i'll get that booked in our on call engineer will be in contact and then we'll have somebody out as soon as possible [usr] thank you [sys] not to worry thank you very much [usr] thanks bye bye [sys] cheers thank you bye

0Appointment / Booking

[sys] thank you for calling dino rod partnered with british gas [usr] in store i selling brand [sys] please listen to the options carefully we can get you to the right team if you need any help with a drainage problem [usr] yes [sys] press one if you require our plumbing services press two or if you have did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] and [sys] we record calls for quality and training purposes [usr] and much more damn it [sys] hi you're through to [pii] at how can i [usr] hello good afternoon i'm calling from [pii] my name is mrs and i need somebody because i've been told by the electrician who visited me today that this is a plumbing job that we need our immersion heater i mean immersion tank we need the plumbing to be done into the main tank because you're not getting hot water in the marsh [sys] ok do you have a british gas home care policy [usr] yes i do i do [sys] ok let me transfer you over to the british gas home care plumbing and drains team and they'll be able to get somebody booked in for [usr] thank [sys] you ok [usr] you thank you [sys] thank you good afternoon you're through to british gas my name's [pii] and how can i help [usr] sorry [sys] you're through to [pii] how can i help [usr] i've just been speaking to [pii] and it's a plumbing job because i had an electrician in today we need somebody to connect the immersion heater to the main tank and he said it's a plumbing job because we're not getting enough i water heated in the immersion heater in tank and we are shortly having a new boiler for when the boiler is coming which is in a week's time we won't have we won't be having any hot water in the because there's no hot water or heating heating is ok but we'll need hot water in the house the immersion [sys] i [usr] is not to its maximum we need somebody in the plumbing because the electrician visited he said it's not his job we need a plumber [sys] right ok no of course let me bring up the details [usr] thank [sys] for you [usr] you [sys] could i take the house number and postcode for you there please [usr] it's [pii] [sys] [pii] and the house number [usr] [pii] [sys] [pii] that's great just gonna bring up those details there for you now won't be a moment and your name [usr] [pii] [sys] thank you and this is [pii] is that right ok perfect ok [pii] and they've advised you need a plumber there thank you see what i can do this for you ok we can get somebody out for you this thursday or friday [usr] yes thursday is fine [sys] perfect that would be between eight and six is that ok for you [usr] you don't mind can you be between nine after nine to say because i'm doing school run i'm home between after nine [sys] i can leave a note for you please attend [usr] thank you [sys] from 9 a.m. they will try their utmost to do that for you just to confirm i've got the best contact number there for you is it the mobile ending in [pii] [usr] that's it [sys] that's perfect thank you [usr] thank you very much [sys] not a problem at all that's all booked in we'll be out then and i've left a note asking for them to attend after nine o'clock [usr] thank you bye [sys] thank you very much thank you bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press [pii] or if you have an existing home care policy it's three [usr] we've got [sys] we [usr] a honking [sys] record calls for quality and training purposes good morning my name is [pii] can i have you in please [usr] [pii] [sys] and how can i help you today [usr] we need a new kitchen sink and a tap [sys] what's wrong with it [usr] he's knackered col only speaking [sys] what is it is wrong [usr] sorry [sys] what what is it that's wrong with it [usr] i'm sorry i don't understand [sys] what what's wrong with it what's your what's wrong [usr] the surface is gone i can't i can't clean it and the tap's leaking [sys] the tax have you got your customer number there at all [usr] i haven't no sorry [sys] right give me your postcode [usr] [pii] [sys] [pii] what's your house number [usr] two [sys] number two give me a second [pii] for november 333 l for lima a for alpha and it's house number two right have you got a home care agreement with us [usr] we have yes [sys] right i'm not getting anything up why what's that e for echo n for november 3 3 three l for lima a for alpha [usr] dn [sys] d for delta right [usr] cn [sys] it's not e for echo right [usr] that [sys] now let me try that and what's the first line of the address [usr] [pii] [sys] give me a second to get that up your tap is leaking is that your downstairs tap your kitchen tap [usr] yes and the sink [sys] and [usr] needs replacing because [sys] what is [usr] i can't [sys] it is it [usr] i can't clean it it's it's the surface is it's it's a granite one and the surface is completely gone and it's a disgusting mess [sys] right unless there was something wrong with it i'm not sure if they would replace it you can speak to the engineer he's out but i'll get him out for the tap anyway is it just dripping into your sink [usr] but the main problem is the sink [sys] unless there was something wrong with it it wasn't working right it's a breakdown cover you've got [usr] look we want a new s [sys] it's a breakdown cover that you've got [usr] no [sys] it means [usr] we don't [sys] if [usr] we [sys] there's [usr] don't [sys] something wrong with it they'll come out and fix it not just if it needs replaced is the leak [usr] do [sys] dripping [usr] you [sys] is the leak dripping into your plughole that is right give me a second i'm just gonna put a note in for the engineer [usr] i think i think we got it covered by insurance maybe the top is caught well there's no point replacing the tap we have a new sink it's not part of the home care [sys] i can get someone out this afternoon for you [usr] look are you we're not wanting it on the insurance we want a new sink and tap there's no point in faffing about with the tap if we get a new sink that that might not fit we want a new [sys] the [usr] sink [sys] engineer would they would need to come out and assess that they would need [usr] sorry [sys] to come out [usr] i didn't [sys] they would need to come out and assess that [usr] ok right [sys] i can give you this afternoon [usr] what time would that be [sys] that's between one and six [usr] right ok right thank you very [sys] right [usr] much [sys] i'll put that in that's between one and six let me just confirm that i've got a best contact number here it's a mobile ending in [pii] is that the best number right let me put that in [usr] it [sys] [pii] [usr] it's the landline i'm on is the best number [sys] the landline is that the one ending in [pii] right [usr] that's [sys] let [usr] the [sys] me put [usr] one [sys] that in [pii] [pii] [usr] [pii] [sys] [pii] [pii] [usr] that's the best [sys] right [usr] number [sys] let me just put that in again now they will give you a wee call before they arrive just to let that they're on their way let me just confirm appointment sunday about today and that's between one and six ok [usr] ok thank [sys] no problem [usr] you [sys] take care bye [usr] bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good evening you're through to [pii] my name's [pii] how can i help [usr] hi mate i've just been passed your number i've er i'm at a pub in in [pii] and er we've got some new rhinos that are [sys] they're leaking are they leaking due to a blockage or are they is it the systems that are leaking [usr] it's very difficult to know er it seems to be leaking from underneath the actual urinals but also which seems to be clean water but also there's a very strong sewage smell [sys] ok and you said your rhino's plural [usr] yes three of them [sys] ok that would also suggest more more likely a blockage than plumbing not saying 100% it is but if they were all to start leaking in inverted commas at the same time it's more likely due to a blockage somewhere rather than coincidentally they all sprung a leak at the same time [usr] i get you [sys] ok ok it what was the name of the pub pub sir [usr] it's er bottoms rest [sys] bottoms rest and we do have a couple of local offices from for drainage engineers at the moment do you mind if i take the post code of the property please i can check that's not going to be an issue [usr] ohh bear with me one second i don't know what the top of my head bring up it's bravo november 3 one alpha tango [sys] brilliant just bear with me one second i'll just check that ok one second that's going to be ok are you going to be the contact for the drainage engineer [usr] yes yes i am [sys] could i take your name please sir [usr] it's [pii] [sys] [pii] [usr] [pii] [pii] [sys] [pii] [pii] ok thank you mr [pii] and could i take the contact number you'd the engineer to call you on [usr] this one if you can just get that one [sys] unfortunately i can't see [usr] no no [sys] it is it [usr] all [sys] a mobile [usr] right [sys] phone [usr] yes [pii] [pii] [pii] [pii] [sys] [pii] [usr] that's correct [sys] and the first line of the address for the bottoms rest [usr] is [pii] [sys] [pii] ok and do you have any existing arrangements with british gas or the local office with regards to your drains or is it just a one off dine over that you're requiring [usr] it's just a one off [sys] and just to let it will be payment on completion to by card or cash to the engineer they'll give you an idea of price when they give you a call and they'll quote you when they're on on site once [usr] ok [sys] they've completed their work they require payment [usr] ok [sys] that's ok [usr] that's fine [sys] all right well it's a blockage causing all ial to back up and leak ok what time are you open till [usr] er about half past 11 [sys] take it this is affecting trade is it is obviously it's all the the gents [usr] yes yes [sys] ok just have a look if you used us before it doesn't look it ok [usr] no i don't think [sys] commercial 16 and it's the bottom one of the left are you busy tonight [usr] yes [sys] hm typical [usr] we've been [sys] obviously the urinals are they they will have the auto flushing won't they that's why it's leaking you said it [usr] no [sys] was appeared [usr] they [sys] to be [usr] no they don't have an auto flush [sys] right ok [usr] there's pipes [sys] well [usr] underneath [sys] that that's [usr] that are leaking [sys] that's at least that's at least something cos if you had your auto flush [usr] it'd be [sys] they would [usr] even [sys] be [usr] worse [sys] back backing up all the time near done here what's gonna happen is that the job goes on to an out of hours dispatch board the engineer on call engineer who's working those post codes will get assigned the job and will give you a call on [pii] to i said to give you an idea of price and to arrange getting on site where to park all that stuff it's a blockage causing or backup this is an odd question when i have to ask every time i'm booking a new job but is there anybody with any vulnerabilities [usr] i'm on the phone for [sys] that's [usr] the plumber [sys] being affected [usr] say [sys] is [usr] again [sys] there [usr] sorry [sys] anybody [usr] mate [sys] with that's ok i'll just say it's an odd question it's not always relevant but i have to ask it every time is there anybody with any vulnerabilities that's being affected by the issue that we should know about [usr] no [sys] ok thank you very much ok did you want to take that job number down or are you just happy with it on the confirmation text i can give it over the line now if you [usr] no that'll be fine [sys] ok you should be getting that text in the next 90 seconds couple of minutes but otherwise the job is booked onto the system the engineers should call you shortly [usr] ok wonderful thank you [sys] you're welcome good night [usr] ok [sys] mister mathematics [usr] thanks [sys] bye [usr] thanks bye [sys] bye bye

0Appointment / Booking

[sys] thank you for calling road our calls are recorded for training and monitoring purposes please choose from one of the following options press one for a new blockage or service inquiry good morning [pii] [usr] hello i was just wanting a wee bit of advice if you could give me some over the phone [sys] the guy that you need to speak to is just on a call at the moment with somebody [usr] thanks [sys] else i'm [usr] bye [sys] his calls [usr] ok [sys] but i could ask him to give you a call back if you can just briefly outline what the issue is [usr] i my toilet is blocked and it's coming up in the bath the toilet water [sys] ok [usr] and i recently had this problem about six months ago and i got the insurance company involved and they come out and they put the rods down the obviously the outside pipe and tried to plunge it but it's happening again and i don't understand is there a bigger problem or [sys] further on and who was it was it the insurance company had organized somebody to come out and [usr] -huh [sys] do this [usr] yes [sys] do you happen to know was it down a road that came out [usr] no [sys] or [usr] it wasn't [pii] it was [sys] wasn't [usr] just their plumber [sys] down a road [usr] the plumber they sent out [sys] ok ok can i take your name there please [usr] yes it's [pii] [sys] [pii] [pii] [usr] [pii] [sys] [pii] can i just check the the the phone number you're calling in on at the minute is it the best one to get you back on [usr] yes [sys] ok [usr] roughly how much is it for a down the road to come out [sys] honestly i don't have access to their system [usr] prices [sys] at all i have [usr] right [sys] no idea of their prices but [pii] can give you a call back and he can talk you through what [usr] right [sys] your different [usr] ok [sys] options are it probably will depend on what they need to do to resolve [usr] -huh [sys] this and how long it takes and can i just check what your address is because the the distance from [pii] [usr] it's [pii] it's 25 [sys] also ok [usr] [pii] [sys] [pii] say that again [usr] [pii] [sys] and would you have the bt e number there [usr] 16 [sys] at all [usr] [pii] 2 delta sierra d [sys] ok no problem at all i will pass this on to [pii] and expect a wee call back from him just when he gets finished up in the call [usr] bri [sys] he's on ok [usr] ok thank you [sys] no worries [usr] now [sys] at all thank [usr] thanks [sys] you bye now [usr] bye [sys] bye [usr] bye bye

0Appointment / Booking

[sys] thank [usr] it was [sys] you for calling dino rod partners with british gas [usr] the season more football than i do [sys] please [usr] by [sys] listen to the options carefully we can get you to the right team if [usr] they [sys] you need any help with a drainage problem press one if you require our plumbing services [usr] did you [sys] press two or if you have an [usr] it's up to me [sys] did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] to be the electric going to be games sometimes [sys] we record calls for quality and training purposes dino was one of the uk's leading [usr] hello [sys] speaking how can i help [usr] i'm looking to get somebody out to fix blocked drain [sys] ok what's the postcode [usr] echo hotel [pii] [sys] and first line of the address [usr] [pii] [sys] ok show me a moment right trying to get this system i beg your pardon [usr] that's ok because it's a hotel it's it's our only public toilet if we could get something to do that'd be great i know it's probably if there's a surcharge or premium [sys] right to have this structure it there's no qual charge to provide a free no obligation quote a starting price for the work is 100 and £80 all in but there's no qual charge for the service [usr] perfect ok get some today [sys] absolutely [usr] probably just as soon as possible [sys] ok right i have to double checking that you don't have a home care agreement for your preliminary drains [usr] no no no [sys] ok [usr] it's a it's a it's a part of marriott hotel it's [sys] ok it's the commercial address right ok you said it was [pii] did i have i put that down right [usr] [pii] [pii] [sys] ok right if it if they will also give a no obligation quote as it is a commercial if it is obviously more they'll let but they won't do anything without you obviously saying and is there any vulnerabilities on site [usr] no [sys] right and what's your name please [usr] my name's [pii] i'm the facilities manager main contact [sys] ok i'm sorry second name please [pii] [usr] [pii] [sys] and a contact number please [usr] is [pii] [pii] [pii] [sys] thank you that's absolutely fine [usr] hm [sys] just won't be a moment got the system to load right and just remind me of what the issue is sorry [usr] we have this our our our main toilet and it's it's blocked but it's not blocked it's further down the drain it'll need some i don't know what telescopic type work on it i'm not too sure how it's it's been it's just getting blocked up regularly when we we can unblock it and then it it just comes back again there's something further down the pipe that's inaccessible for on the site this team [sys] that's true are there any are there other toilets available i'm assuming [usr] not for not for jets no that's why it's kind [sys] ok [usr] of an emergency [sys] right right it will be today as soon as possible and they'll take it from there [usr] ok that's brilliant was your name just for to have [sys] eight [usr] a ian [sys] yes [usr] and do [sys] y [usr] you have [sys] it's young [usr] a a [sys] capaz there [usr] yes [sys] that's right [usr] and then they ok that's brilliant ok just be any time today definitely today though [sys] yes absolutely and they will call before time around [usr] ok thank you thanks [sys] no worries [usr] bye [sys] thank you very much [usr] cheers [sys] [pii] [usr] jaz bye [sys] thank you bye bye bye [usr] but

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] speaking how can i help [usr] i want to [sys] your [usr] that [sys] connection's [usr] at [sys] not slow sorry i can't hear you [usr] could i have an estimate to clear the drain please [sys] is it a residential property [usr] yes [sys] there's no call out charge the starting price between monday friday eight and six is 100 and £80 which includes va t [usr] it's 100 and £80 you [sys] 180 [usr] you've not you've not seen the job but that's what you tell me where it will be [sys] that's the standard minimum cost to clear a blockage if there's any additional work there'll be additional costs but they let that beforehand [usr] aye the reason i'm asking for a quote is it's between myself and my neighbor i need to let her [sys] it's [usr] know [sys] a dream [usr] yes yes [sys] is it a shared room you'd have to contact your water board just [usr] no [sys] that they can see if you're covered for [usr] sorry [sys] it [usr] it's nothing to do what i mean it's a gutter reading the the the pipe there's a gutter and then their own pipes coming down and the drain at the bottom of the ruin pipe is is blocked [sys] but is it the same drain [usr] what do you mean the same game [sys] is it a shared dream with your neighbor [usr] i don't see a drain there that it's coming off the gutter wound pipe [sys] is it a blocked pipe or a burst pipe [usr] it's a block the pipe [sys] if it's not a shared drink that's how much the cost is the minimum cost to clear a blockage but if there's any further work that needs to be carried out and they'd have to have a look and inform you on site the exact cost [usr] that's that's why i was going to court i know i know right ok are you gonna [sys] would [usr] commit [sys] you to book in or [usr] sorry [sys] would you to book in or [usr] yes could i have somebody come out and give me a quote and see what's being done [sys] they come out what they do is they come out and have a look see what the issue is and then they inform you what work needs to be carried out and [usr] yes -huh [sys] the prices if you're happy with it they carry it out if you don't carry out any work then you will be charged [usr] ok [sys] that's fine it's a residential property you said [usr] yes [sys] any cover with british gas [usr] yes i i have an insurance policy for for the plumbing and pipes for british gas but i wasn't sure if that would cover this pipe [sys] right if you've got permanent drinks it should be fine i can pop you through and then they can have a look for you [usr] ohh that's good [sys] bear with me i'll pop [usr] that's [sys] you through [usr] good thanks i'll get [sys] you're [usr] my [sys] welcome bye welcome to british gas services limited please enter your account number using your telephone keypad ignoring any letters then press the hash key [usr] hello [sys] for security please [usr] 23 [sys] say or key [usr] 1 [sys] in [usr] 41 [sys] your date of birth please hold whilst i check your details in a few words [usr] a [sys] please say the reason [usr] outside [sys] for your call [usr] sorry [sys] to speak to our bereavement team is that right [usr] just [sys] ok sorry is it for a gas and electric account [usr] a home [sys] a home [usr] care agreement [sys] care agreement or both ok sorry our offices are now closed if you need to report a gas leak please call the gas emergency service on [pii] if you have a power cut hang up and dial [pii] to connect directly with your electricity distributor need help with something else visit british gas dot co dot uk or download our app where you'll find information on everything from bills payments and breakdowns to moving home and meter readings you can also start a live chat on our app or website available 7 a.m. to 10 p.m. monday to friday and 8 a.m. to 6 p.m. saturday and sunday

0Appointment / Booking

[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if [usr] bye [sys] you need any help with a drainage problem press one if you require our plumbing did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] no it's a problem not i know right no he does it means no water's down any s for [sys] i [usr] now [sys] know [usr] hello hello [sys] you hear me [usr] you not very well no [sys] you're through to [pii] how can i help [usr] hi i'm calling from sam's restaurant in [pii] next the sea we've got a massive issue with the drains as in it is flooding inside of downstairs [sys] ok what's the postcode [usr] mr [pii] [sys] [pii] [usr] [pii] [sys] and what's the restaurant called [usr] we're sam's restaurant and obviously we use the same drains as downstairs which is an arcade but the manhole cover is within the building it's flooding all his carpets and machines and stuff [sys] wow ok no worries i'll book it as an emergency before you get someone out as soon as possible [usr] yes please [sys] i believe you've been before i've got contact name here as [pii] is that yourself [usr] no she's the owner of the building we've [sys] ok [usr] i lease upstairs and he leases downstairs [sys] no problem can i take your name please [usr] my name is [pii] [sys] alright and the contact number [usr] yep [pii] [sys] yep [usr] [pii] [sys] yup [usr] [pii] [sys] yup [usr] [pii] [sys] perfect thank you [usr] in fact you were only out a couple of months ago doing the cos we've got a contract i think it is that you come out every year to to do it [sys] all right ok fair enough and just confirm are there any health issues or vulnerabilities you want us to be aware of [usr] no no [sys] no worries i'll book that through for you now as an emergency and we'll give you a ring when he's on his way and then the local office will give you a call tomorrow just for the invoicing details and stuff [usr] ok perfect [sys] all right no problem take care bye [usr] all right thanks a lot thank you bye bye bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes morning through to [pii] speaking to [pii] how can i help [usr] yes i have a blocked drain funnily enough [sys] ok [usr] the shower drain is blocked [sys] right ok and residential property then [usr] residential property yes it's in [pii] and just outside [pii] [sys] no problem right do you have a contract for british gas for plumbing and drains or pain [usr] no [sys] as a one off [usr] no there's no gas [sys] no right what we do then just you know there's no call out charge an engineer would come out and have a look at it before they do any chargeable work they will confirm the issue and a fixed price [usr] right [sys] once [usr] ok [sys] you have that you can then go either way if you say yes it's cash or card on completion and if you say no that's absolutely fine there's no charge now just you've got some an idea if it is just a blockage that needs clearing no other underlying issue that needs sorting or anything then you'd be looking at 180 including that to do it [usr] alright [sys] but as i say the engineer will confirm exactly once he's on site anyway and you can go from there at that point either way [usr] right ok [sys] fair right have a look at when what's the postcode please [usr] say that again sorry [sys] the postcode [usr] the post code [pii] [pii] [sys] and the first line of the address please [usr] loch loch end [sys] let's just find it search just while i have a think any medical conditions vulnerabilities on site anything relevant we need to know about [usr] not really don't run over the cats [sys] i [usr] no [sys] know [usr] no [sys] ok [usr] there's nothing nothing relevant really as far as i know no [sys] no [usr] it is [sys] that's fine [usr] it is a a county country property that is does go into a septic tank [sys] that's fine we deal with them anyway it's fine right [usr] but [sys] ok [usr] that's [sys] and it was [usr] from [sys] [pii] juliet you said [usr] yes [sys] why is it the [usr] comes [sys] five [usr] under [sys] came [usr] the grange [sys] back [usr] it's about [sys] no wonder no wonder i see i saw the green somewhere grange saint [pii] and then is it what was the first line i've got the [usr] lock [sys] grange [usr] in [sys] in i i've [usr] your [sys] not [usr] friend [sys] got that i can i can add it in manually how do you spell it [usr] no well it's usually on most drop down lists under [sys] maybe [usr] the green [sys] there is a star that comes up again then it does it does break down some further lock end there it [usr] that's [sys] is [usr] it [sys] it's a bit weird way around to having to find it to be honest but i got there anyway it's locked grange isn't it and your first name please [usr] [pii] [sys] [pii] and surname [pii] [usr] [pii] [sys] best contact number for you [usr] [pii] [pii] [sys] and i know you said it's a shower drain that's blocked have you still got usable bathing facilities at the property [usr] well yes i can have a quick shower but i when [sys] just [usr] it comes to [sys] a quick [usr] doing my [sys] one [usr] hair [sys] there [usr] it just the water comes out and the floor [sys] too much no right let's see we went ok right we'll be looking at thursday onwards [usr] i could only do thursday morning [sys] i can do that between eight and one on thursday the engineer will ring you when he's en route about [usr] that's [sys] half hour [usr] fine [sys] before [usr] because i'll need to explain how to get here probably that's [sys] he'll [usr] fine [sys] give you a ring anyway i'll add that on to make sure he gives you a ring from all directions anyway [usr] ok [sys] you'll [usr] then [sys] get a text confirmation in a minute we'll see you thursday morning [usr] that's lovely thank you very much [sys] alright you take care no problem bye for now [usr] bye [sys] thank you bye bye

0Appointment / Booking

[sys] thank [usr] just [sys] you for calling dino rod [usr] is this [sys] partners with british gas please listen to the options [usr] i [sys] carefully we can get you [usr] don't [sys] to the right [usr] want it [sys] team if you need any help with a drainage [usr] ok [sys] problem press one [usr] you [sys] if [usr] know [sys] you require our plumbing service did that you can now book drainage services online in a few [usr] what [sys] easy clicks visit [usr] i tell [sys] dino [usr] you now [sys] dot com for details [usr] i [sys] alternatively [usr] still have other ones [sys] please hold and your call will [usr] food [sys] be transferred to a customer [usr] food [sys] service [usr] with [sys] advisor [usr] again i got a job simple [sys] we record [usr] list [sys] calls for quality and training purposes [usr] i want a job [sys] hi you're through [usr] i [sys] to [usr] you [sys] how can i help [usr] i've got a drainage drainage problems in one of our properties that we manage [sys] ok you're calling on behalf of the managing agency [usr] yes yes [sys] ok what's the issue [usr] the water it i don't know how to explain it there's nothing that drains the water from the outside i don't think there's a manhole in the property the water just goes out in the garden [sys] is a super over flowing [usr] i i think bless you that's it [sys] you don't think [usr] the [sys] there's a manhole in on [usr] no [sys] the property [usr] no not exactly [sys] outside [usr] yes i do [sys] wonder to see things three ok [usr] up to [sys] do [usr] you [sys] you have any type of business cover with [usr] bye bye [sys] british gas [usr] bear with me a second let me check [sys] hello [usr] no we haven't [sys] no [usr] no [sys] ok and do you have any cover with with ourselves when i say cover sorry i mean have you got any accounts [usr] no [sys] open [usr] no [sys] with local accounts or key accounts no [usr] no [sys] ok [usr] no [sys] can i take the postcode of the site please [usr] it's [pii] [pii] echo want to have battery five years [sys] hello [usr] ok she put me [sys] 0 16 [usr] capitalism [sys] right what i can do is go ahead and book the initial appointment slot in for [usr] bye [sys] you [usr] see [sys] and the local office which is where the engineers are dispatched from within the area they'll give you a phone call back shortly [usr] right [sys] to discuss the price as well as what time an engineer will [usr] after [sys] be coming [usr] that [sys] out today can [usr] ok [sys] i take [usr] perfect [sys] the company name please [usr] you yes invest [pii] [sys] what was that sorry [usr] invest 10 invest and then ent i said [sys] and your is contact name [usr] ok contacting [pii] [sys] and a mobile number please [usr] my card got you to it er [pii] [sys] [pii] [usr] [pii] [pii] [sys] we've got [pii] [usr] far now exactly [sys] and the first line of the address of [usr] of [sys] the site [usr] our office [sys] please [usr] or of the property of the site at [pii] [sys] [pii] anyone at the property that's got any vulnerabilities we should be made aware of [usr] just [sys] right [usr] no [sys] ok [usr] no [sys] i'll go ahead and confirm that in is there anything [usr] you [sys] else i can help you with great [usr] no [sys] you're welcome [usr] that's all thank [sys] take care now bye bye [usr] cheers thanks bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully [usr] ohh [sys] we [usr] for [sys] can get [usr] god's [sys] you to [usr] sake [sys] the right [usr] can i not [sys] team [usr] speak to somebody [sys] if you need any help with a drainage problem press one if you require our plumbing services press did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] need to just answer the phone these days [sys] we record calls for quality and training purposes good afternoon you're through to here at [pii] how can i help [usr] hi there i wonder if it's possible to have an engineer out i've got a block sink [sys] ok do you have any form of british gas home care cover with us or is it a one off booking [usr] i think it's a one off booking i need to check their life i'm not sure what cover we've got [sys] ok if you do have home care cover it would be a home care team that you'd need to speak to they would put it through on your policy if not it would be a one-off chargeable job [usr] -huh [sys] and it would start at 100 and £70 to have anything unblocked [usr] 100 and £70 to have it unlocked right well [sys] that's [usr] sorry [sys] correct [usr] is it british gas home care cover did you say [sys] it is [usr] no no no we don't have that we'll just book them out are we have you any idea when they would be able to call [sys] if it's just a block it would be 2 to 3 working days [usr] 2 to 3 working days er but the next aye tomorrow or thursday next thursday friday 2 to 3 working days he's saying 22 er ok sorry i'll just try to figure out when people will be here [sys] no that that's ok [usr] there'll be somebody here tomorrow and then it would be next thursday friday [sys] could book it in for next week for you if that would be suitable [usr] i suppose i'll go for next thursday then [sys] some of that can i start by taking the post code please [usr] it's [pii] [sys] have we been to the property before [usr] er not that i'm aware of no [sys] what was the first line of the address [usr] it's [pii] that brought in the place [sys] ok and it's a domestic property it's your home is that correct [usr] yes it does [sys] ok that's fine let's have a look and just confirm your name for me [usr] it's [pii] [sys] ok and would it be yourself that would be at the property when the engineer arrives [usr] no my wife [sys] ok and what's the best contact telephone number [usr] what's your contact mobile number on there [pii] [pii] [sys] ok that's fine and it's a block sink is it a bathroom sink or a kitchen sink [usr] it's a kitchen i think it's between the outlet and possibly the eye in the driveway it's it's not in the bed or anything i've checked that it's it's further out [sys] and is there anybody on site with any vulnerabilities [usr] no no [sys] ok that's fine there's no there's no call out fee for the engineer we'll come out and assess everything advise what's wrong or what we can do to help all our prices include va t and it starts at 100 and 70 that's paid by cash or card on completion of work to the engineer ok [usr] no problem that's no bother will he will he call before he comes out or [sys] they do give you a courtesy call when they're on their way they will let on the day when they when they're in bound to the property that's correct [usr] that's [sys] just [usr] smacking [sys] checking the availability now for you ok i'm showing some availability this afternoon with the office they're [usr] this [sys] they're not [usr] afternoon [sys] as full today we could do this afternoon if that's suitable or [usr] what [sys] tomorrow [usr] what what time would that be up until [sys] one through till six [usr] [pii] the availability this afternoon between one and six that's that's fine if that's possible [sys] yes certainly we'll get that booked on now for you is there anything else i can help with or is that everything for the moment [usr] no that's all for the moment thanks very much for your help [sys] not a problem at all thanks for your time and our engineer will be there later today [usr] lovely thanks again [sys] bye now [usr] thank you bye bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello good evening welcome to my name is how can i help you [usr] hi i've just called and spoke to yourself can i give you my details cos you probably might have it online to see what i've been speaking about [sys] ok [usr] postcode is [pii] [sys] ok what's the first line of your address please [usr] [pii] [sys] [pii] ok i can't find any joke for you [usr] right ok well i phoned well i had an the an engineer phone yourselves earlier and was given a reference number and unfortunately the person on the phone took the wrong postcode [sys] ok [usr] i've now had no one come out to me they gave me the bristol number to call to see whether they can send them out still on the day rate because they were supposed to be here and i can't get through to that number there's no answer [sys] ok let me see because obviously because you gave me the right postcode that's why i can't find the job [usr] do you want [sys] yes [usr] the reference number [sys] that's better [usr] let me [sys] yes [usr] just get it hang on it's 3478 [sys] ok [usr] 592 [sys] 592 ok [usr] for some reason the num the post code that came up [sys] wow [usr] was in [pii] or something [sys] ok just a second ok instead of p 82 it was p a two [usr] it's t a two he he even said tango i was here when he said it [sys] ok ok let me see let me but because the local office should still be open now [usr] there's no one answering i've tried it two or three times and it just says [sys] ok [usr] there there's no one to take their call [sys] ok should i just book it in then [usr] but do i do i have to pay the the later rate because that was booked [sys] what [usr] hours ago for [sys] what [usr] them to come [sys] i would do is i would [usr] and [sys] drop a note [usr] i was just [sys] in the i'll just put that note that this job was [usr] right [sys] booked it was booked with a wrong postcode which is a far from us i'll just put it in the yes [usr] it's just [sys] i understand [usr] it's just a a nightmare at the minute i've just lost [sys] well [usr] my husband and now i'm trying to deal [sys] no [usr] with [sys] no [usr] this [sys] no [usr] and [sys] i understand i understand [usr] sorry [sys] what's [usr] i don't mean to [sys] the first line of your address please ok let me just [usr] [pii] [sys] book it in immediately ok what's your first name please [usr] [pii] [sys] ok and your last name [usr] [pii] [sys] ok [usr] aa [sys] is it miss or mrs please ok can i have your email please [usr] missus [sys] ok [usr] it's [pii] [sys] ok ok [usr] [pii] [sys] ok thank you [usr] [pii] [sys] ok sure is the downstairs toilet that is blocked ok [usr] well the it's backing up and the outside drain is blocked [sys] i mean ok i'm just copying some of the notes from the i don't want to start asking you some questions i've seen it from the ok ok [usr] ok thank you [sys] i'm trying god i'm just writing out all the things we've discussed [usr] ok [sys] is there any vulnerable person in the property ok [usr] i just gotta see [sys] will you be the one on site when the engineer visit [usr] no [sys] can you please reconfirm your contact number [usr] i am [sys] ok ok ok thank you [usr] it's [pii] [pii] [pii] [sys] let's see true i'm booking it in as an emergency and the engineer will call you as soon as he is on his way i've put it in the notes that you should the day rate [usr] ok [sys] as job was previously booked at day time using the wrong post code and i've put the job [usr] ok [sys] reference number the old one just for the engineer to know we we work 24 hours [usr] ok [sys] it [usr] brilliant [sys] could be any time [usr] thank [sys] it could [usr] you [sys] be now the engineer will call you as soon as he's on his way [usr] any idea [sys] and [usr] how long [sys] you [usr] roughly [sys] can pay [usr] it'll [sys] him [usr] be [sys] either by cash or by card after the job has been completed the new job reference [usr] ok [sys] number will [usr] all right [sys] be sent [usr] brilliant [sys] to you through a text message and the price for the day you [usr] ok [sys] know it starts [usr] alright [sys] at £180 [usr] that's great alright [sys] inclusive of vat while the evening is 2 £225 inclusive of that but i i've put it there as i said [usr] -huh [sys] i should honor the rate [usr] ok [sys] you you're welcome please accept my condolence please you're welcome bye [usr] ok brilliant ok thank you very much for your help thank you thank you thank you very much bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to speaking how can i help [usr] hello i'm [pii] calling from woodward and co i'm calling about er if you've got any emergency availability for a blockage on a rainwater stack for camera investigation to unblock a pipe [sys] i the cctv server you need [usr] sorry [sys] sorry you requested for a cctv survey or [usr] cbc survey [sys] no sorry i can't hear you properly i'm not [usr] yes [sys] sure what what you're saying [usr] yes please a camera investigation [sys] camera ok can i take the postcode of the address please [usr] do the postcode of the address [pii] [sys] and is it a commercial or residential [usr] commercial residential commercial [sys] any home care co well any cover sorry with british gas [usr] have a british gas not sure not sure [sys] that's the first line of the address [usr] [pii] [sys] and the name of the company [usr] er bake house [sys] sorry bake house as in tyre [usr] kay a sorry [sys] carry a baker [usr] kayu sorry not a [sys] that's fine and can i take a site contact name please [usr] [pii] [sys] and a contact number [usr] the number i'm on i'm not sure what it is [sys] that's fine and can i take an email address please [usr] er [pii] [pii] [pii] [sys] sorry [usr] [pii] [sys] [pii] [usr] [pii] [sys] thank you [usr] [pii] hello [sys] thank you [usr] no call the [sys] what what's the booking for it's a cctv survey of the train [usr] yes please [sys] is there a blockage [usr] this year [sys] because you're requesting for the cctv survey or you're not sure what it is [usr] is there a blockage or we insure er we're unsure [sys] has anything been affected [usr] er anything been effective the waste keeps coming back up no nothing's been effective [sys] that's fine ok there's no call out charge prices the local office will discuss with you and they take payment on completion [usr] charge [sys] the [usr] bill [sys] local office can only confirm the timing dates and times what i can do [usr] you [sys] is pop you directly through and [usr] ok straight run straight [sys] yes they can book that in for you is that all right [usr] that's fine [sys] ok just providing your post code they'll be able to see the booking i've made [usr] say that again sorry [sys] just provide them your post code and they'll be able to see the booking that i've made [usr] ok [sys] i'll pop you through bear with me [usr] right perfect thank you [sys] you're welcome [usr] they put me through to someone else afternoon [sys] hello thank you for calling [pii] central london please note that calls may be recorded for monitoring and training purposes [usr] ok [sys] hello [pii] [usr] hello are you alright [sys] good thank [usr] i'll [sys] you [usr] be calling from [pii] and [pii] [sys] from what sorry [usr] [pii] [sys] [pii] ok how are you [usr] i've just been told to give the address and then you'd be able to find that order [sys] could i have the postcode please [usr] [pii] [sys] one moment [pii] [usr] [pii] [sys] ok one second i've got ku bake house ok yep and how could i help with regards to this it's been put in as a request for 27th of september for a blockage for the waste that keeps coming back up [usr] for the 27th [sys] i think it's just come through on our system but it's it's we don't we we would have contact you anyway to understand exactly what's going on and then we'd look at availability [usr] ok er there's a blockage on the railway er the sewage water keeps coming up er we reckon there's a block but we're unsure we need ac cc cctv investigation [sys] ok but you you need the unblocking as well right [usr] yes possibly [sys] ok let me have a look at our availability one moment and are you the contractor or are you the the the occupant of the building or are you the landlord or what woodward what is the relation with wood of woodward with regards to the bake house [usr] we've been instructed by the landlord [sys] i see ok no problem let me have a look for you for our availability [usr] bye [sys] just bear with me [usr] no worries yes [sys] at [usr] correct [sys] the moment i could potentially organize this for a saturday all day slot or it would be next week some time if you needed a full investigation at the same time [usr] saturday or next week [sys] we're quite fully [usr] saturday [sys] booked for tomorrow at the [usr] what [sys] moment [usr] is that saturday this week [sys] yes [usr] yes saturday this week 23rd please could you send us a email confirmation of that we [sys] just [usr] can have a [sys] no problem just to let if we attend it for an unlock what we can do is obviously put a camera down to understand that check it's clear and to understand why it might have blocked it could be misuse of the drones it could be due to a collapse of the line it could be due to a crack in the line it could be anything but if you want a full cctv survey of your lines then our first availability would be the se al almost the second week of october at the moment [usr] do we need a four [sys] well it's [usr] the four [sys] just that it's just [usr] camera [sys] to check the camera [usr] blocking [sys] afterwards [usr] then they haven't got availability for another two weeks another two weeks then ok no worries then don't worry about it [sys] ok do you do you still want us to attend to do the unblock or [usr] er do you still want them to attend the unblock or no no no thanks [sys] ok no problem i'll cancel that then [usr] ok [sys] thank [usr] thank [sys] you [usr] you [sys] bye bye [usr] ok bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get [usr] i put [sys] you [usr] all [sys] to [usr] the [sys] the right [usr] on and [sys] team [usr] shut the door [sys] if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three we record calls for quality and training purposes the current wait time is approximately 16 minutes [usr] got 16 minutes ago we have time here [sys] thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us [usr] hm [sys] did you can book an annual service visit or repair [usr] i'm [sys] online [usr] fine [sys] it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone [usr] is this one work on it that i [sys] looking for our latest energy hyd and new boiler offers search british gas offers online or ask us today [usr] the washing machine when we put the washing machine up with this flood in the garage there's clearly a leak under the door that's what you need to say to them and we can't use our washing machine is causing us problems that's what you need to pay to get you just make the call ok take it i will put in touch for you then take care [sys] at british gas we're [usr] what [sys] hiring [usr] when would i have [sys] a new [usr] to ask [sys] apprentice every day until 2030 powering the skills of the future [usr] but i can [sys] and helping customers create greener more energy efficient homes [usr] probably they can short that bo bo i you there [sys] want [usr] what about [sys] to save [usr] me [sys] a few £100 a year on your energy bills [usr] come on here go [sys] ask [usr] on there [sys] us how a high thermostat could help [usr] but no we would do you you're great now i asked you to use the dish you didn't use the dishwasher a baab a ok printer on the current ok i certainly correct would be [sys] if you have home care cover for your buller and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not [usr] you have two clothes come one i suppose in one [sys] at bridge gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too want a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bill [usr] no you just the money money for $100 but it's not up to 90 that's just it and it's still broke up [sys] think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit [usr] and people take it now we're looking into them and i got her train girls go kicking her the local cheeses maker i habit [sys] it's [usr] bar [sys] quicker [usr] we [sys] and [usr] getting [sys] easier [usr] habit over [sys] to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date did we can cover your home [usr] yes [sys] electrics kitchen appliances and plumbing and drains too ask us about upgrading your cover today have you checked your carbon monoxide alarm [usr] ok [sys] recently you can't smell or taste carbon monoxide it's important to make sure to test them regularly and to get your gas appliances serviced every year if you're not sure how to use all the controls for your central heating system just ask our engineer to talk you through them when we next visit freezing pipes are one of the most common causes of boiler breakdowns in winter the best way to prevent this from happening is to wrap insulated materials electrical heat tape or fiberglass round exposed pipes to protect them if you've got a condensing boiler you can have a condensate fitted this is an insulated pipe that stops your boiler waste pipe from freezing which is one of the most common problems for our customers just ask our advisor or one of our engineers about getting one thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hive and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes [usr] hm yes yes [sys] want to save a few £100 a year on your energy bills ask us how a high thermostat could help [usr] yes hm [sys] if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too [usr] hm [sys] got a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bill [usr] is is was a b what guy [sys] think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit could get through to british gas you're speaking to the in the home services team how may i assist you [usr] y sorry my call got got disconnected i was speaking to your colleague earlier on i've got a insurance with down a road through through british gas [sys] ok [usr] could you please check that [sys] can i ask for your first and last name please and i will have a look [usr] first name is [pii] [sys] [pii] [usr] surname is [pii] [pii] [sys] [pii] and what is your first line of address and postcode please [usr] [pii] [sys] thank you i'm just loading that on my end right [pii] checking for you the telephone number that you're calling from [pii] is this your best line of contact [usr] this number is [sys] you're asking if you have a policy for di or rod for your plumbing and drain [usr] yes [sys] no you don't do you you only have the five year warranty [usr] are you has it [sys] yes [usr] with the bower new with the new bower i used to have down already has it expired [sys] i'm checking [usr] plumbing and this my previous what happened is they replaced my boiler and they said you have got free warranty with the british gas but i hope they they did not remove my other things dips gave [sys] it [usr] me the free cover for the [sys] yes [usr] boiler [sys] what happened right is that your plumbing and drains was supposed to renew on the third of december but you didn't renew the policy [usr] third of [sys] this [usr] december this [sys] year [usr] this [sys] yes [usr] month [sys] that's correct [usr] did i receive i received no communication no letter [sys] no letter [usr] no email nothing [sys] i do apologize about that but no let me have a look no communication was sent out [usr] we got no because [sys] the 30 [usr] they told me [sys] it [usr] when they [sys] shows [usr] put [sys] on [usr] the ball [sys] my end that documents were sent out on the 30th of october for with your renewal right here's a reminder of your cover sir [usr] when when was it [sys] this was on the 30th of october [usr] no no we are we haven't received because normally i've been u using this card for the last 57 10 years automatically it gets renewed i opted for automatic renewal each year they used to renew it i didn't have to send any letter or anything it [sys] it only [usr] was put [sys] auto [usr] on automatic [sys] renews [usr] renewal [sys] its only auto renews for a few years right and then you have to give us permission again to auto renew for [usr] no [sys] the [usr] they [sys] other years [usr] were saying me they were saying annually i don't know whether when they put the new boiler this year whether they change something when they put the new b this year maybe they changed something because each year it was automatic renewal [sys] the boiler was installed on the 18th of october 2022 the boiler is one year old [usr] one year old yes yes yes they said everything will remain the same apart from the free bor cover your all other home home insurance ho excess everything will remain the same [sys] ok [usr] your [sys] but [usr] covers [sys] now the plumbing insurance policy has completed right it's no longer active [usr] that's that's strange because i've always [sys] hm [usr] i've i've held that policy for many [sys] i [usr] years [sys] understand [usr] i i didn't receive any letter as well nothing got sent off [sys] the renewal letter was sent out on the 30th of october already [usr] no i haven't receive it because each year i opted for automatic renewal that's why ii i never received the letter at all [sys] there might have been an error somewhere at [usr] ok [sys] the post office or somewhere that you haven't received your letter [usr] because i set it for auto renewal each year [sys] every year for auto renewal [usr] that's why [sys] do you have a problem [usr] it [sys] at [usr] was [sys] the moment [usr] water [sys] regarding [usr] level [sys] your plumbing and drain [pii] [usr] they they they carried out some work for me it was a couple of months ago they carried out some work for me there was some drainage blockage it seems the problem has come back they they fix something in my drainage through the washing machine there was pipe drainage under the garage they fixed that and then the water is coming back again from there [sys] is your is your drain blocked [usr] drain looks blocked [sys] is it only the outside rain [usr] it it is in the in the garage inside [sys] in the garage [usr] it goes from the washing machine it's all connected the outside one is ok last time they fixed the outside and the inside one but this time it's the inside one which is blocked [sys] what we can offer you right is the plumbing and drain repair and cover at this point [pii] that would allow me to send out an engineer [usr] ok [sys] for you [usr] that will not allow [sys] that [usr] you to send [sys] will [usr] out [sys] allow [usr] an engineer [sys] me because if i'm gonna give you a if [usr] will [sys] i'm [usr] allow [sys] gonna [usr] you [sys] update another standard plumbing and drain policy right you will have to wait 14 days before you can book an appointment but with the repair and cover plumbing [usr] ok [sys] and drains there will be a fixed fee of £79 right but that would allow us to book an immediate appointment and then the plumbing and drain [usr] there [sys] go [usr] was [sys] on the policy again [usr] 69 [sys] 79 [usr] point cost is it [sys] yes [usr] 79 but will they charge more for any repair work as well will that be covered by the policy [sys] no the £79 [usr] any [sys] you [usr] pipes [sys] will pay [usr] et cetera [sys] once the job has been completed right that is the £79 [usr] ok [sys] would be for for the fix that the engineer is gonna do right and after that then the plumbing and drain goes on the policy again with that £79 if parties need it [usr] hm [sys] as part of the [usr] hm [sys] the fault right that part will be covered under the £79 as well [usr] ok ok and will how how soon the engineer will come [sys] if it's a block it right it would be as of now up until midnight [usr] after midnight [sys] yes [usr] today ok and how much will the policy each year how much will i have to pay apart from this payment for the [sys] ok [usr] policy of columbia and drainage [sys] out of the £79 right the month direct debit shows approximately for £15.12 fees [usr] £15 [sys] yes [usr] monthly it used to be eight or nine [sys] yes [usr] something [sys] i'm gonna [usr] that [sys] have another [usr] for [sys] look [usr] plumbing [sys] for you [usr] and [sys] again [usr] ready [sys] right to give you the correct update [usr] yes please becau because iii i got a boiler cover as well if you can have a look please because it used to be something a 6 to £8 [sys] ok [usr] something that in addition to the other thing can [sys] i'm [usr] you please [sys] gonna [usr] have a look [sys] have a look for you again what type of water is overflowing at in the drain what is what is causing the drain to block [usr] is the washing machine washing machine washing machine [sys] and is there anybody on the property with any medical conditions that we need to be aware of [usr] diabetes my my in laws in laws they live here my wife's parents they have got diabetes et cetera [sys] and will there be parking space available for the engineer's vehicle please [usr] yes yes [sys] and now that the thing is blocked the drain is blocked are you still able to use your other facilities has it affected your toilet or your basins or your bathtub [usr] i can use that i can use those things [sys] five there will be parking space available for the engineer vehicle right [usr] yes yes [sys] just to make you aware of me right because of the five year warranty you are past the first year right [usr] hm [sys] within the first year the annual service was for free and repairs to the central heating was for free just to make your [usr] for the bo [sys] but [usr] they [sys] the [usr] they [sys] boiler [usr] said for [sys] the fi [usr] first [sys] the [usr] year [sys] warranty [usr] or three years they [sys] covers [usr] said to me [sys] the boiler itself what i'm trying to say is that [usr] ok [sys] if you need repairs to the central heating system or the annual service you would have to do a top up on the warranty but the warranty is only for the boiler right [usr] the the warranty and servicing they said is for three [sys] no [usr] years is it [sys] the service is only for was only for [usr] no [sys] the first year but the warranty is for five years for the boiler only [usr] ok [sys] can you give [usr] ok [sys] me the [usr] ok [sys] account holder's name please on is it for mr [usr] my name is a [pii] [sys] and can you provide me with your sort code number please [usr] [pii] [sys] [pii] [pii] [usr] [pii] [sys] and then the bank account number please [usr] [pii] [sys] [pii] [usr] 75 [sys] [pii] [usr] if you can let me know how [pii] [sys] it previously on your plumbing and drains did you have a call out charge on your plumbing and drains of £60 [usr] call out charge i can't remember whether he used to [sys] i will [usr] it or [sys] check [usr] not [sys] for you right on the previous policy because that would have caused the the [usr] and [sys] annual and the monthly cost to come down next week [usr] yes and boiler cover is still there my boiler cover is still there isn't it for [sys] but [usr] break down [sys] only [usr] etcetera [sys] for the boiler right [usr] no no i'm just asking [sys] still [usr] the boiler [sys] there [usr] cover [sys] yes [usr] is still there [sys] for the plumbing and drains policy [pii] there will be a monthly direct debit of £14.68 pieces that is for the 12 months [usr] you said you look into some something cheaper something less than that for plumbing and drilling you used to be £608 previously [sys] £6 [usr] something that 6 to £8 it used to be for plumbing and d not for the boiler cover it it used to be additional 6 to £8 [sys] ok [usr] before [sys] just hold for me let me just see what i can do on my end ok [usr] because i can search as well i british gas plumbing [sys] i'm gonna check for you from my end just [usr] british [sys] yes [usr] i guess plumbing plumbing and drainage let me search as well see it's coming as £4 a month on on online plumbing and drains £4 a month [sys] can you check for me if can [usr] when i'm [sys] you check [usr] going on [sys] for me if that is with the [usr] when i am [sys] with [usr] with the [sys] the [usr] british [sys] excess [usr] guests [sys] fee [usr] excess fee i will have a look what's included your plumbing and drains cover ok it says here can i manage ok because then i will book it online if it is v code ok plumbing drains included 12 months payment of 5.22 per month ok choose your excess it says pound 60 [sys] six [usr] x ss [sys] that is what the six fund exist [usr] if i choose if i choose zero excess then it's £58.60 excess [sys] it's £45 [usr] it's five points per year [sys] this [usr] monthly [sys] is the one without the access right [usr] £5.22 £5.22 [sys] do you want [usr] pence [sys] the policy what's the excess of £60 [usr] i will take that [sys] ok not a problem i'm gonna do that for you shortly right you have confirmed your banking details [usr] hm [sys] and on which day of the month would you want the direct debit to be taken the £5 [usr] f 1st 1st 1st 1st [sys] i'm [usr] of [sys] just [usr] month [sys] gonna [usr] year [sys] take you through the terms and conditions right remember there will be an engineer out today before any time from now up until midnight ok and you [usr] and do i pay cash to him or [sys] no [usr] how do i how do [sys] we're [usr] i pay [sys] gonna [usr] this [sys] take [usr] £70 [sys] down some card details you don't pay cash [usr] ok [sys] and this money will only be taken once the job has been completed right [usr] 5.5 0.22 pence is the plumbing drain cover and my boiler cover [sys] yes [usr] is still there isn't it it is still i don't pay anything [sys] no [usr] for [sys] that's [usr] the boiler [sys] only [usr] cover [sys] if you want [usr] no [sys] to have a service on the boiler then you will have to pay right for an annual service [usr] annual service otherwise any breakdown [sys] yes [usr] i can [sys] that's [usr] call [sys] correct and then [usr] there's [sys] no [usr] no excess for that there's no [sys] no [usr] ex there's no excess [sys] that's correct [usr] ok that's covered [sys] yes [usr] in the [sys] that's correct [usr] ok [sys] and if the central rating breakdown you will have to pay for that as well right [usr] central [sys] no [usr] heating [sys] your [usr] is not [sys] radiators [usr] covered [sys] are not covered [usr] ok i will leave that because central heating cover will be how much it will be quite expensive [sys] that will be [usr] i guess [sys] £14.48 fees on the monthly direct debit [usr] no [sys] ok [usr] no no i will leave that [sys] regarding [usr] here [sys] your plumbing and drains right this covers repairs to the plumbing and drain system on the property including an initial fixed fee right that i've given you of a £79 the property that you're living on a here is that your own property ok [usr] hm [sys] and everything else that you is in good working order though other than the trade ok do you have a similar policy [usr] yes [sys] with another company i've given [usr] no [sys] you the prices of the initial fixed fee right and the annual and the monthly cost i will add your £60 excess right [usr] right [sys] but you won't pay the £60 excess for this appointment only when you book another appointment then you will only pay excess fee ok ok sir [usr] ok if if they carry [sys] yes [usr] out any work [sys] if [usr] if they [sys] they [usr] carry out any it's not [sys] is [usr] a call out charges [sys] an excess [usr] excess [sys] yes prices include all taxes were [usr] excess [sys] applicable and the duration of the plan will run for 12 months right it will include ongoing repairs to your plumbing and drains within your property boundary the unblocking and repairing of waste pipes within your property boundary the cost and parts of labor accidental damage right as in the past 12 months we have been able to get engineers out to 92% of customers on the same or next day where they had no toilet facilities or a severe leak we also got to 100% of customers with no bathing facilities external leaks or moderate controllable [usr] hm [sys] water leaks within two days for standard blockages or plumbing issues 94% of customers got an engineer within five days right ok what [usr] ok [sys] it does not include i mean is that the initial repair doesn't include water supply pipes and cylinders or cost of gaining excess to make repair in any damage caused in the process right it does not include design faults or work carriage out by anyone but british gas it does not include shared drains showers and the path as well as plumbing devices which assist in the detection of leaks i mean if we can't cover [usr] hm [sys] you or cancel within 14 days of receiving confirmation right you will receive a full refund of any money paid [usr] ok [sys] minus charges for any work completed prior to [usr] ok [sys] canceling if you cancel after the 14 [usr] ok [sys] days we will refund any premiums paid for the remaining insured period right minus any administration fees where repair service has taken place you might have to pay the remainder of your annual premium are you still happy to continue based on the information i have provided thank you you have provided card details for payment payments will appear on your bank statement as british gas services all details including the terms and conditions cancellations and renewal policies will bring your contract back right can you tell me do you have any special requirements such as large print or braille communications ok [usr] no [sys] you can also create an online account right by simply going to british gas.co.uk i you [usr] i've [sys] do [usr] got [sys] have [usr] an online [sys] ok [usr] account you [sys] and [usr] know [sys] then [usr] if you can just update it it's just showing boiler cover it's not showing [sys] no [usr] dig [sys] because [usr] and [sys] we're not [usr] plumbing [sys] done [usr] cover [sys] yet [usr] i think [sys] it's still i still need to proceed and then it will [usr] ok [sys] update right ok the direct debit guarantee will be sent out to you and as your policy can be set up to renew automatically every 12 months or you can renew it manually each year but either way we will always contact you one month before renewal to let the renewal price you've mentioned earlier that your policy was on auto renewal at all the time right would you me to set it up to auto renewal again for you [pii] thank [usr] go [sys] you [usr] yes please [sys] for saving your card details that is for when you want to make future transactions we will save your card reference for either 12 months or until the card expires whichever comes first after that we will completely remove it from our system we'll give you at least seven days notice if this changes [usr] ok [sys] but if you want to cancel the agreement just give us a call right would you also [usr] ok [sys] this in writing [usr] ok [sys] ok i'm just finalizing your appointment is booked i must still send your confirmation to your mobile number but i will just add your excess for the policy to come down ok and your email address is still correct that's for [pii] [usr] [pii] [sys] thank you ok what i need to do now on here is i will just need to pre authorize the £79 firstly right we're gonna take down the card details that is only for the £79 do i use the mobile number that you are calling from for the appointment as well thank you i'm just pulling up the payment line right you're gonna hear music for two seconds but i will be back thank you [usr] ok [sys] here i'm back on the line with you can you give me the name on your card is it for mister a [pii] [usr] yes [sys] i mean for security purposes you're not gonna call out the card details over the recorded line but you have to start by putting in your long card number on your dialing pad please [usr] should [sys] yes [usr] i put the long card number yet [sys] thank you secondly can you put in the expiry date of the card please and lastly receive the true number of the card thank you much i'm submitting that you and i mean now you will receive confirmation of your appointment to your mobile number right it's all booked in i'm just [usr] ok [sys] gonna finish up with your with your policy by adding the £60 excess your monthly direct debit can come down ok [usr] ok [sys] ok almost done i just wanna give you the new pricing right [usr] no problems no problem sir i'm just trying to respond to somebody else in the family [sys] ok the annual cost will now will now be at £62.69 piece right [usr] sorry how much [sys] £62.69 fee that's [usr] 62 [sys] what that's for the year and now i'm loading the monthly direct debit for you that would be at £5.22 piece right but for the first month it [usr] ok [sys] will be at £5.27 piece and then from the remaining 11 months it will be at £5.22 piece and just to confirm your details again sort code is at [pii] account number is at [pii] right that is all been set up for you and you want the direct debit to be taken on the first of each and every month [usr] ok [sys] call down on my end [pii] is there anything else i need to have a look at for you before we end the call [usr] no thank you the the engineer will come some point today [sys] yes that's correct [usr] ok ok cheers thank you very much [sys] you're [usr] for that [sys] welcome it's a pleasure take care you [usr] thank you [sys] bye [usr] thank you but

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello [usr] i know [sys] good evening welcome to my name is how can i help you [usr] hi i was wondering if i could get somebody to come up and give me a quote for a problem i've got with drainage in my shower [sys] ok do you have home care policy with british gas for plumbing and drain [usr] no [sys] is it a domestic property ok the block drain is affecting the shower [usr] yes [sys] ok can i have the postcode please [usr] it's [pii] [pii] [sys] ok thank you and what's the first line of the address please [usr] it's [pii] [sys] second the address [usr] if i gave you the wrong post code [sys] no [usr] no [sys] no ok [pii] ok can i have your first name please [usr] yep it's [pii] [sys] [pii] ok and your last name [usr] [pii] [sys] ok your title is it mister good thank you can i have your email please [usr] it's [pii] [sys] ok ok thank you is that the only show in the property [usr] yes [sys] is it usable or it's not usable at all [usr] not usable [sys] ok [usr] it's a walk in shower that it's the the i've i've had somebody to come out and have a look at it but they they said that to get in touch with dino rod because they're trying to put down a a wire down it to try and unblock it but it just wasn't reaching [sys] ok who's going to be on site when the engineer visit see probably you i have your contact number [usr] it's [pii] [sys] ok [usr] [pii] [sys] ok [usr] [pii] [sys] thank you is there any vulnerable person in the property [usr] no [sys] hm let me check for the next available date just a second ok i'm booking it in for tomorrow [usr] ok [sys] the engineer will give you it will call as soon as he's on his way [usr] perfect [sys] and the price is £212 inclusive of that [usr] 212 [sys] yes ok you can pay the engineer by cash or by card after the job has been completed [usr] perfect [sys] ok it's been booked in for tomorrow and the job reference number will be sent to you through a text message [usr] brilliant ok [sys] ok [usr] that's great thank you much for your help [sys] you're welcome cheers [usr] thank [sys] bye [usr] you bye bye [sys] bye

0Appointment / Booking

[sys] thank you for calling dino [pii] [usr] huh [sys] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services did that you can now book drainage services online in a few easy clicks visit dino.com [usr] that all [sys] for details alternatively please hold and your call will be transferred to a customer service advisor [usr] i [sys] we record calls for quality and training purposes good afternoon you're through to dino how can i help [usr] hi there is it possible to book an engineer to come and look at her block train please [sys] no the postcode [usr] [pii] [sys] for miss area and the first line [usr] [pii] [sys] and just confirm that's your residential property [usr] it is [sys] and you don't have a home care policy with british gas [usr] bye [sys] no problem just to make you aware of pricing there's no call out fee on [usr] ok [sys] charges 180 on each payment with the engineer by cash or card is that ok [usr] 180 plus that or is [sys] and [usr] that inclusive [sys] i was including [usr] ok no that's great and [sys] perfect [usr] pay the engineer [sys] you just pay the engineer can i take your name please [usr] [pii] [sys] thank you [usr] why [sys] and the contact number [usr] [pii] [sys] yep [usr] [pii] [sys] yep [usr] [pii] [sys] perfect and what is the blockage [usr] sorry say again [sys] and whereabouts is the blockage [usr] it's the main front drain of the house that [sys] no problem are you still able to use the toilet [usr] one of them we can use the upstairs one we can use them it it it does flush away eventually it's just slow [sys] and lastly just confirm are there any health issues or vulnerabilities you want us to be aware of [usr] no no no that's fine [sys] perfect ok availability wise we can get someone out for you today there will be any time [usr] you [sys] from [usr] can [sys] now anytime from now to six is that ok [usr] 9 to 6 perfect brilliant [sys] perfect i'll book that through for you just have your phone available the engineer will give you a call when he's on his way [usr] great that's lovely thanks very much for your help [sys] all right no worries take care bye [usr] lovely [sys] bye [usr] talk to you soon cheers bye

0Appointment / Booking

[sys] hello thank you for calling dinah rod central london please note that calls may be recorded for monitoring and training purposes hello [usr] hello good afternoon sir we just want to arrange a plumber going to the property and we have the contact with you guys [sys] ok can i take the the postcode please [usr] i think post one second the property right [sys] yes [usr] one second i think it's [pii] [pii] or something if you can check on the building name is i get the phone out to the post code one second [sys] yes mate you right [usr] just give me a second [sys] do me a favor before it clicks the six on site you've already [usr] just [sys] on that [usr] one second [sys] [pii] is on the phone now [usr] is it possible to working today [sys] if i can take the po full postcode please and the address [usr] one second it's not [pii] [sys] hm [usr] and [sys] hm [usr] the post code is gonna be one second let me google it it's cause i can't remember their account ok it's [pii] [sys] yep [usr] [pii] [pii] [sys] [pii] that's fine and that's [pii] ok that's fine and what's the issue that you're having on site [usr] yes i think it's blockage it's block on the the i think it's kitchen sink and wash sink the bus will think the block just on block that's it [sys] ok not [usr] [pii] [sys] a not a problem and can i take your name please [usr] my name's [pii] [sys] thanks [pii] and are you the landlord or the tenant [usr] what are the agents [sys] you're the agent and what what's the name of the management agency you're calling from [usr] it is limited i think on on your system might be my old trading name jc living j for jerry c for charlie living living [sys] ok not a problem that's fine [pii] my ability to get someone out you today would would be any time between seven and 10 o'clock [usr] it's ok [sys] not a problem [usr] once we just send out the invoice is this ok [sys] it would need to be payment by card on completion [usr] it's fine just close [sys] i'll just need to give you our prices for this evening it would be because it is an out of hours call out now it will be a £229 including va t for the first hour and then it would be £100 including va t per hour after that [usr] if a if tomorrow i think it's much expensive than previously [sys] yes if you wanted someone to attend tomorrow it would be slightly cheaper one moment tomorrow no tomorrow it would still be the same £229 including va t for the first hour [usr] i think previously it's around £100 something and you guys increase the price right [sys] our prices have changed recently because it is a it is a weekend our prices are more expensive on the weekend if it's not [usr] is the walking day [sys] monday to friday anytime before six o'clock it would be 100 and £80 including va t for the first hour then £100 including va t per hour after [usr] you guys gonna give us a report regarding what's gonna be what's inside right [sys] yes at the end of at the end of the job the engineer will write out a a report on his paperwork of what he's carried out on site [usr] that's that's fine let's do it today [sys] today ok not a problem that's fine i'll get that booked in for you and you're happy to happy with the out of hours charged for today [usr] it's definitely one hour job it won't be too much [sys] not a problem let me [pii] if i can just take your contact number and i'll get that all booked in for you [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] thank you i just wanna [usr] is it possible you guys after the job if you is it possible you guys can send out the invoice straight away which is better because because i think it register with you guys we can pay by the invoice or something [sys] normally how it would work is the engineer will be able to give you new out his written report the the invoice normally takes a few days to get into the office because it would need to be processed by a team but we can we can definitely get the invoice out to you but payment would need to be made by card on completion [usr] sure i got you just booking and if if any changes i'm gonna call you ok [sys] that's fine i just want to confirm the post code is [pii] for [pii] and it's [pii] and we're attending for a block kitchen and blockage in the bathroom as well all right [pii] i'll get that all booked in now for you [usr] thank you [sys] no you're [usr] much bye bye [sys] very welcome thanks bye bye [usr] to [pii]

0Appointment / Booking

[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes speaking to [pii] i know can i help [usr] hi good morning i'm just phoning cos we've got some issues with our drains at the moment and just wanting someone to come and have a look they're not they're not proper [sys] sure [usr] they're not fully blocked but we're just getting lots of weird gurgling and water just not draining as it normally does through the toilets [sys] ok [usr] and things [sys] is it your own house or is there a company [usr] no it's her own house [sys] ok and do you have british gas home care for plumbing and drain [usr] we've got british gas home this is please [pii] our british gas is just a boiler service isn't it home care what [sys] do you want me to check [usr] sorry about that i was just talking to my wife we i know we've got british gas home care but i think it's only boiler boiler cover [sys] right let me just have a check you never know you look can i take [usr] ok [sys] your postcode [usr] [pii] [pii] [sys] and the first line of the address please [usr] [pii] [sys] i'm gonna take your full name [usr] [pii] [sys] right right there's obviously one in your name and one's in your house as well let me just check them all [usr] we've got two policies haven't we [sys] it gets really confusing that it's the same at my house that even though they're on the same address and same name [usr] ok [sys] surname british gas have set up different accounts for each of the individuals that live there [usr] right [sys] you have healthcare which covers you for central heating and the boiler unfortunately nothing for plumbing and drainage we can still do the job it would just be a last payment if that's ok [usr] do what what would it be approximately do [sys] the inspection and call out are both free the guys can come and check if they did find a blockage then the price would be 180 including va t [usr] 180 ok [sys] there is another option as well that because you already have home care too british gas can upgrade your policy [usr] ok [sys] i put you through to the repair and cover team and they just upgrade the policy and then that obviously increases your payments for the rest of the year [usr] hm [sys] and to get this job today fixed is less than the 180 that my department have to charge [usr] ok sorry say that again if we if we did upgrade the british gas it would be cheaper [sys] british [usr] than this [sys] gas [usr] 180 [sys] repair and cover they upgrade the policy and then your payments go up for the rest of the year and then the job today is less than 180 i think theirs is around 70 they'll be able to confirm all that for you and then obviously then they could tell you the price for the rest of the year per month [usr] ok all right i think i think probably what we'll do is just go for the one off rather than [sys] ok [usr] subscribing if we can book that in place [sys] let me just copy all the details over and do you want me to keep it under your name [usr] that's fine [sys] alright no problem and it was 725 was it [usr] that's right [sys] and then mr [pii] and can i take the best phone number for you please [usr] it's [pii] [sys] ok and is it ok to use the [pii] email address [usr] that's fine [sys] thank you and there's nothing overflowing or anything that it's just bad smells and sounds [usr] yy it's just bad spells and sounds and the i mean we've got we've got four bathrooms in the house but the downstairs ones whenever somebody's using something upstairs there's lots of gurgling and weird sounds in the in the toilets downstairs [sys] right [usr] and the upstairs ones just aren't draining as fast as they have done previously i say it's not we don't have any proper blockage at the moment but with christmas coming up i just wanna make sure we i haven't got a problem in this building [sys] and is there anyone in the house with any vulnerabilities [usr] sorry say that again [sys] anyone with any vulnerabilities [usr] vulnerabilities [sys] or any disabilities [usr] no no [sys] ok good just double check right after all that the best thing for me to do is if i just put you through to the local office who's doing the job [usr] ok [sys] they can see if they've got any availability which is sooner what's showing for me [usr] ok [sys] the earliest that they're showing for me is the 28th [usr] ohh ohh right [sys] but if i put you through to them they can tell you straight off if they've got any vacant or any availability a lot sooner [usr] ok [sys] let [usr] alright [sys] me just put you through to them [usr] ok thanks [sys] two secs press one for drains for please hold our operators know you're waiting and we'll answer your call as soon as possible please hold our operators know you're waiting and will answer your call as soon as possible [usr] what why and he said the earliest availability you can see with the local place is not she now put me through to the local place we've got [sys] our call is either in our queue or [usr] i think [sys] on hold [usr] he [sys] at the [usr] could [sys] moment [usr] else [sys] and we [usr] cos the [sys] will connect [usr] place i [sys] you [usr] found [sys] shortly [usr] was paid 45 quid i got reviews ok [sys] please hold our operators know you're waiting and will answer your call as soon as possible three minutes i know [usr] hi mate we just phoned the i think we just got through to our national line we're trying to book [sys] ok [usr] someone to come and look at our trains we're based in [pii] and i think he was saying that the earliest availability he could see was the 28th and he put me through [sys] ok [usr] to you to see if you had anything sooner [sys] give me one second let me just put you through to my colleague won't be a second see if she [usr] ok [sys] can help you [usr] all right thanks [sys] told our operators know you're waiting and we will answer your call as soon as possible your call is either in our queue or on hold at the moment and we will connect you shortly record your message and press hash or press start to contact the operator [usr] hi i was wondering if you could phone me back on [pii] just to book in a a train repair thank you

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] no [sys] good morning you're through to at how can i help [usr] hi there i wonder if you can help me i'm getting a smell coming from my kitchen sink and my bathroom sink when i'm running the taps [sys] ok [usr] i have tried cleaning them with bicarbonate soda and vinegar et cetera et cetera it's just a very damp moldy smell and it's just to see you can have a look [sys] ok we can certainly go out and have a look at that for you do you have any form of british gas home care cover with us or is it a one off booking [usr] it would just be a one off booking [sys] a one off booking ok how it works with ourselves if we haven't been out before you haven't used us there's no call out fee for our engineers we come out and have a look at the the issue advise what we think is wrong and what we can do to help [usr] yep [sys] all our prices include va t and it starts at 100 and 70 to have unblocked or cleared and that's paid by cash or card on completion of work ok [usr] ok no that's all fine what what if what if you came out and it wasn't something that you could fix there's no call out charge or anything no [sys] if the engineers have a look and we're not able to obviously carry out any work then the engineers would advise obviously that we're unable to do it at this time we might have to come back with specialist equipment for example if that's required and then tackle the issue for you but only if you're happy do we go ahead with any work if not you're under no obligation [usr] ok mate could could i could i book you in [sys] yes certainly what's the postcode [usr] it's [pii] [sys] and the fifth line of the address [usr] it's [pii] [sys] [pii] ok that's fine and is it a domestic property it's your home [usr] yes [sys] that's fine and just confirm your name for me [usr] my name is [pii] [sys] ok that's fine and would it be yourself that would be at the property when the engineer arrives [usr] probably it will be my missus [sys] that's fine would that be er a missus [pii] [usr] no mrs miss [pii] soon [sys] ok [usr] to be mrs [pii] [sys] congratulations [usr] yes [sys] and what's the best contact telephone number [usr] i'll give you her number just bear with me it is [pii] [pii] [pii] [sys] ok perfect that's fine and is it affecting the use of anything else at the moment this issue or is it just the the smell when you're running the the water [usr] it's just the smell [sys] ok right just have a look i just put the notes here now for the engineer it won't be a moment it's [usr] thank you [sys] a potential drain giving off a a foul the the smell is it a sulfur smell or is it anything foul waste [usr] no it doesn't smell a bad smell it just smells damp [sys] i'm i'm smuggling the trains ok and would there be anybody on site with any vulnerabilities [usr] i know [sys] ok that's fine ok that's fine i'll just bring up our availability now for you and see when we're able to attend [usr] thank [sys] and we [usr] you [sys] can get that all sorted for you that's ok ok the next availability that we're showing for the area at the moment let's have a look ok i could do tomorrow afternoon at the earliest for you if not i could do friday or monday [usr] friday would be good friday afternoon [sys] yes certainly it would be any time between one through till six would that be ok [usr] that's fine i'm i'm on annual leave on friday that works quite well [sys] fantastic we can get that booked in for you with it being the the soon to be wife contact number that we have that'll just receive a quick text message from us just to confirm this booking it will have a unique reference number on there as well as the local offices contact number if you need to speak to us about anything at all please don't hesitate to give us a call we're more than happy to assist you ok [usr] that's great thanks for your help mate [sys] not a problem at all well thank you very much for your time and again [usr] thank [sys] congratulations [usr] you [sys] i hope you have a wonderful day bye [usr] thank [sys] now [usr] you bye bye

0Appointment / Booking

[sys] welcome to dino east midlands please note all calls are recorded for quality and training purposes in order to help us direct your call please listen carefully [usr] [pii] [sys] to the following options if you have a drainage issue including blockages cctv surveys drain repairs or tankers please press one if you have a plumbing issue please press two [usr] me [sys] if you would to discuss an invoice or have a finance query please press [pii] if you are calling regarding a british gass call out please press one if you would to make a one off [usr] please [sys] good afternoon [pii] can i have your postcode [usr] hello there can i give you a job reference number please it's november november 7th [sys] ok [usr] [pii] [sys] may i take the address ok you've had an engineer with you today [usr] [pii] [sys] ok bear with me it looks [usr] yes [sys] the engineer sent it to the team that needs to do a leak detection [usr] i i could see where [sys] right [usr] talk talk to you i could where the problem is british gas has said plumbing cos that's the option you've got i've spoke to british gas and and they that a criminal issue er what's happened [sys] is [usr] is [sys] there [usr] angling [sys] actual [usr] water's [sys] visible water [usr] been [sys] coming [usr] out [sys] up in the garden [usr] and they can detect [sys] no [usr] a leak [sys] but they've pinpointed [usr] in the garden [sys] where it's coming from and where the leak is [usr] no [sys] ohh right [usr] it's [sys] we we we are well we [usr] british [sys] probably it would have been [usr] gas [sys] nice cos we are part of british gas [usr] i don't [sys] and we do [usr] know if you've done [sys] let [usr] the job [sys] me see whether [usr] two [sys] i've [usr] years [sys] got [usr] ago [sys] many ohh i can see that same place [usr] it's in [sys] right [usr] the [sys] ok [usr] they've detected [sys] my food [usr] it in the they've detected it in the same [sys] right i can see that [usr] er but but there's no water visible [sys] because [usr] but the [sys] they've [usr] the [sys] just [usr] person [sys] put it through [usr] who's [sys] we [usr] come [sys] we [usr] out [sys] always [usr] today [sys] do that in the first [usr] is [sys] instance [usr] a plumber [sys] we always [usr] who come [sys] send [usr] and [sys] a normal engineer [usr] your tap [sys] out he needs to do a bit of an investigation to pass on to the team now [pii] is on the other line at the moment i can i can see the the history on the job from what we did in 2021 angle 2020 21 now they are saying it is in the same area i mean they [usr] is [sys] are [usr] it 2021 [sys] you're saying [usr] jesus [sys] they've pinpointed to the same area where we did this before right right ok just bear with me [usr] however there's no visible water at this stage [sys] hello she's on the other line at the moment can i ask her to give you a call back when she comes off [usr] hello [sys] the one you're calling from ok [usr] can [sys] [pii] [usr] i give you my number please i'm not [sys] and what was your name [usr] yes [sys] please [usr] i'm not with my mum at the moment [sys] [pii] [usr] mum's all [sys] ok [usr] confused [sys] and your is your mother's home is it right lovely well i'll do when she comes off the phone [usr] excellent [sys] i'll i'll explain everything to her [usr] [pii] [sys] and i'll ask her to give you a call ok thanks bye [usr] that's excellent thank you very much thank you bye bye bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year hello good evening welcome to my name is how can i help you [usr] yes i'd you to come and have a look at a problem in my premises today i think somebody must have put something down the toilet that was and and both the toilets are blocked now i need [sys] ok [usr] to sort it out before monday before i start again [sys] ok do you have home care policy with british gas for plumbing and drinks [usr] no no [sys] ok [usr] cos it's not [sys] is [usr] home [sys] it a domestic [usr] it it's [sys] property or commercial [usr] pardon it's [sys] is [usr] a [sys] it a domestic [usr] it's no it's not domestic [sys] ok it's commercial ok [usr] yes [sys] can i have the post code please [usr] [pii] [sys] ok [usr] [pii] [sys] [pii] can i have the first line of the address please [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] give me just a second i'm pulling up the address [usr] it's dance serena ball in stage [pii] [sys] ok ok are in [pii] [usr] dance arena ballet and stage school [sys] ok thank you hm who's going to be on site when the engineer visit [usr] i will be when will it will it be monday morning [sys] i'm booking it in as an emergency i can the engineer could come any time it could be tonight it could be tomorrow it [usr] no [sys] could be monday [usr] i won't be there i've come i've come home now [sys] ok he will call you anyway before coming down [usr] right ok cos hopefully it won't be this evening i don't mind coming [sys] y [usr] a going over to the premises tomorrow in [sys] ok [usr] the afternoon [sys] ok [usr] that that [sys] can [usr] would [sys] i have [usr] be [sys] your [usr] fine [sys] name please [usr] yes my name is [pii] [sys] ok [usr] [pii] [sys] can i have your contact number please [usr] yes [pii] [sys] ok [usr] [pii] [sys] ok [usr] [pii] [sys] ok thank you is that the only toilet on the property [usr] and i've got there are two there are two toilets [sys] ok [usr] er and they're all on they're both on the ground floor [sys] ok well it's only one that is blocked or both [usr] well [sys] of them [usr] they're both blocked i don't know what it is there's some a back up somewhere where it's affecting both toilets [sys] ok [usr] one's flushing quicker than the other draining [sys] ok [usr] quicker than the other [sys] ok [usr] and one's very slowly i just don't know whether somebody's put something a bit nasty down but we tried tried to plunge it tried to get hand down the u bend but the the pipes are quite narrow [sys] ok is there any vulnerable person in the property [usr] er no no it's a ballet school it's it's for teaching dance to children and adults [sys] ok ok [usr] i mean if it means that they come on monday i can just postpone a morning class if it comes tomorrow afternoon they'll only be myself but i do i do need it operational by monday evening ideally [sys] ok you don't want the engineer to come tonight i should put it in the notes that you'll be available tomorrow right [usr] yes please tomorrow afternoon preferably [sys] ok no worries ok ok it's been noted [usr] thank you very much [sys] the engineer will call you as soon as he is on his way and [usr] right [sys] he would assess the job and give you a quote there is [usr] thank [sys] no call [usr] you [sys] out charge and you can [usr] ok [sys] pay him either by cash or by card after the job has been completed [usr] that's fine lovely thank you thank [sys] and [usr] you [sys] the reference number will be sent to you through a text message [usr] all right all right thank you [sys] ok [usr] all [sys] it's been [usr] right [sys] booked [usr] i'll [sys] in [usr] i'll i'll wait to hear from from whoever's coming right all [sys] ok [usr] right [sys] see you cheers bye [usr] thank you thank you bye bye [sys] bye

0Appointment / Booking

[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require a plumbing did that you can now book drainage service online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help [usr] here we go [sys] our local teams of expert engineers are available across the [pii] 24 7 365 days a year [usr] went on [sys] whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote hi you speaking to [pii] how can i help [usr] hello yes i just spoke to you earlier you put me through to the local company but it just died on me the phone [sys] sorry can i take the postcode of where you are please [usr] it is it's [pii] [pii] [sys] and is that a plumbing or drain [usr] it's [sys] this issue [usr] a drainage issue [sys] maybe just give me two seconds i'll just try again but i will hang on just to make sure you do get through to them [usr] thank you [sys] to text [usr] thank you description [sys] one or for a new inquiry please press two [usr] up [sys] please hold the line while your call is transferred to the operator whether your drains blocked or your taps leaking trust dino edinburgh to fix the job our dedicated team is on hand to fly into action whenever you need them 24 7 365 days a year [usr] hello it's [pii] at synergy i phoned from a local plumbing and heating company we visited this property a few times with a blocked drain but we're unable to do it sort it now we were hoping you could come out for us [sys] i have to support me right where what's the post code [usr] it's [pii] [sys] [pii] [usr] [pii] yes that was just mile don't need to include [sys] hm have you used us before [usr] i don't think [sys] i wanna check the next available date that we've got ok is it quite [usr] yes [sys] a big site is it a commercial site [usr] it's a house now it is a house [sys] it's the [usr] they [sys] house no ok [usr] and it's quite important we go out as soon as possible [sys] ok hold on just a few moments [usr] thank you [sys] whether your drains [usr] ok [sys] blocked or your taps leaking trust dino edinburgh to fix the job our dedicated team is on hand to fly into action whenever you need them 24 7 365 days a year and because we realize how inconvenient household issues really are we won't ever make you pay for a call out sound good get to know us better hello hi there right the next [usr] hello [sys] available date we've got is wednesday [usr] is that the earliest you can get out [sys] it [usr] there [sys] is [usr] cos bear with me one moment while you wait have you heard about warm cover it's our servicing boiler heating and plumbing home care plan prices start from just £8 a month with zero excess speak to one of our advisors for more information or visit www dot synergy sw dot co dot uk forward slash warm cover thank you for continuing to hold hello hello hello [sys] hello [usr] they can't flush the toilets or anything [sys] i've not got anything i'm really sorry [usr] ok can we take that then and then we'll have to ok [sys] no that's fine [usr] is that all the different do you need their phone number [sys] i'll need the details and things and it's i just say i need to quote as well [usr] yes ok [sys] who's paying who's gonna be paying for it [usr] are we playing for this yes we're paying for this [sys] right ok i need the details of who's paying her telephone number and things [usr] ok do you want the details first or [sys] i need the details of the site first where we're going ok [usr] that's [sys] it's [pii] [usr] [pii] [pii] [sys] [pii] 15 and what was the rest of it [usr] keo hemyock [sys] no what i'm saying that they're supposed to go to each shift [usr] ex 15 3 qy sorry can you hear me [sys] i'm just having a wee look for it because it's not coming up the name it's just giving me house numbers do what the house number would [usr] that's [sys] be [usr] why i no it's just mad for fun that's why i couldn't fill in your form it it won't have a number cos it's a farm [sys] at ford did you say [usr] for mother ad ford [sys] it a working farm [usr] i don't know sorry [sys] sure this is us [usr] sorry [sys] you sure this is us are you sure this is not an ex 15 [usr] ex 15 3 [sys] ex [usr] qy [sys] 15 right this is not us this is we're we're up in [pii] 15 [usr] this is where they put me through [sys] sorry [usr] i phoned [pii] and they put me through here [sys] sorry they put you through [usr] ok [sys] to them they'll put you through to you and they've obviously what you said eh well it does sound [usr] sorry [sys] a bit eh sorry no it's [usr] can you are you able to transfer me sorry [sys] i can [usr] transfer me to the right people [sys] no it's all franchised [usr] ok [sys] you see i'm really sorry sorry [usr] right [sys] about that [usr] ok [sys] thanks [usr] bye [sys] bye

0Appointment / Booking

[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are [usr] you now the frame [sys] ok speaking how can i help [usr] good afternoon i i wonder if you can i would to arrange for an engineer to come out to a blocked drain [sys] sounds good [usr] po 49 rj [sys] ok can be arranged sorry connective teachers [pii] that's fine based on the address [usr] south sea marina [sys] i was just a commercial address sir [usr] you've been to us many times before [sys] thank you what's your name [usr] my name is [pii] [sys] the second name [usr] [pii] er [sys] don't hear of many [pii] nowadays but ok are you the are you fronting the comeback of a [pii] [usr] i am i'm at the forefront of rupert technology [sys] thank you awesome it's a rare leave to know i know that with that thank you bless you and what's the issue what are we [usr] it's [sys] ok [usr] a drain [sys] because [usr] behind [sys] we [usr] a cafe [sys] have not [usr] which is blocked i've tried rodding it but i can't do anything over to you [sys] ok bless you somebody would love to come attend and they'll give you a free no obligation quote and take it from there [usr] lovely thank you very much [sys] you're [usr] will [sys] most [usr] they contact [sys] welcome [usr] me directly or they will all right [sys] just double check the number that we have here and the book take it from there [usr] lovely thank you for your help [sys] is it the one you're calling from [usr] pardon [sys] the number one you're calling from is that the one we can get hold of you on there [pii] [usr] that's the best one yet [sys] okey dokey that's fine thank you very much and that's all booked in for you [usr] talk have a happy new year [sys] bless you you too take [usr] cheers [sys] care [usr] bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a easy click visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes you say [usr] hi there i wonder if you can help i'm having a bathroom renovated in one's being done now and the downstairs basement one's being done hopefully in a couple of weeks when we bought the property there were some issues with water downstairs in the basement which we all got fixed and there hasn't been any issues since but since we're doing the bathrooms i wanted to make sure that the drainage is there's no issues with it i did get a plumber to have a quick look when we fixed the downstairs issues and he said there were no issues but i thought it might be good to get a camera in and just make sure while we're down there that there's no issues is that something that you guys can do [sys] the best thing i can do is if i just take the postcode where the property is i'll text you the number [usr] ok [sys] for that local office and then they can give you an idea of price and availability [usr] alright perfect it's sw six two a l [sys] right let me just text you their number as i said this is the guys in the local office they can give you an [usr] ok [sys] idea of [usr] perfect [sys] price availability and everything that all [usr] ok [sys] right then [usr] perfect [sys] no [usr] all [sys] problem [usr] right [sys] all [usr] thank [sys] right that's [usr] you [sys] all bye bye [usr] bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're through to at how can i help [usr] hi i just called a little while ago to request somebody to come out to our business premises and they said that i would get a call back if somebody could come i missed the call and i've tried calling back on that number but nobody's answering are you able to help [sys] right right let me just have a check have you booked an appointment with with us [usr] well i've booked it but [sys] you [usr] they [sys] have [usr] said they weren't sure if somebody could come tonight or tomorrow [sys] right [usr] the message they left [sys] cos [usr] said [sys] it [usr] that [sys] was and what message what message have they left [usr] just asking to well saying to call them back but nobody's answering and then just saying they just if if we want somebody to come out tonight which we do we need somebody out there as soon as possible [sys] right ok what's [usr] but then [sys] your post code [usr] [pii] [sys] [pii] and what's the first line of the address [usr] it's [pii] [sys] ok you've had two appointments you've had an appointment canceled today [usr] what [sys] why was it and [usr] and [sys] then you've got another appointment booked in for tomorrow [usr] no i haven't canceled any appointments i phoned you about [sys] let me just find [usr] 20 [sys] out [usr] minutes ago [sys] right i'm just gonna see what happened here you want right but there's there's nothing there's no notes call to rebook no answer right the reason why they called you was ok what happened was they did try to call you but they weren't able to they were booked it for for tomorrow now let's try and see if we can get a hold of hold of the local office in your area killer you booked an appointment with us at five o'clock right ok i'm gonna try and call the local office and just try and find out see see if i can get them connected to you is that [usr] please [sys] ok [usr] i need somebody to come out as soon as possible [sys] ohh right ok just hold the line for me while i do that all right thank you dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain service are available across the [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers hello [usr] hi [sys] hi i wasn't able to get through to them i do know that they closed the office around six o'clock possibly half five i'm not able to get through to them the only thing that we can because at the moment there's no there's no one i think has it been i'm [usr] i can't believe [sys] somebody [usr] how you [sys] been [usr] guys operate [sys] right [usr] a big company dino rod and you can't get through to anybody you don't have a booking system they called me i called them back within two minutes and nobody's [sys] you [usr] answering the phone [sys] we booked the job for you you [usr] but [sys] know [usr] don't want [sys] half [usr] it tomorrow morning [sys] an hour half half half an hour ago and it's very [usr] but why [sys] rare that you [usr] why [sys] know we [usr] have [sys] can [usr] they booked [sys] get to [usr] it for [sys] no no [usr] but [sys] the job [usr] but but [sys] has [usr] they left [sys] been booked [usr] a message asking if i wanted the appointment today and to call them back which i done within two minutes and nobody is answering the phone [sys] ok now when you rang me the there was no engineer that was assigned now that the system has just updated itself and an engineer has been assigned i can try and call the engineer directly and see see [usr] please [sys] what the schedule is [usr] i said [sys] all [usr] i need [sys] right [usr] somebody [sys] just [usr] out tonight i mean if you guys can't do it i'll have to go to somewhere else because [sys] i mean [usr] i can't have [sys] it just depends on how busy they are let me find out if they can come out for you tonight or not ok i've got the engineer here let me try and see if i can get a hold of him just hold the line for me dino is the uk s expert repair service offering fast professional solutions to building maintenance problems hello i wasn't able to get through to the engineer but what i can see is that the job has been assigned to the engineer for tomorrow not for today maybe that's why they they tried to call you just to see if you if you were available for today and because they couldn't get a hold of you at the time when they called you they arranged it for tomorrow [usr] i called [sys] and [usr] back within two [sys] and [usr] minutes [sys] the problem is is that the at the local office in the area they close is is near the closing time and it just happened at a time where [usr] when i was [sys] the [usr] told [sys] closing [usr] to call [sys] time [usr] back [sys] was [usr] after [sys] there [usr] an hour i was told to call back after an hour to see what the progress was and [sys] that's correct [usr] i had this [sys] and [usr] this [sys] and [usr] and [sys] the reason [usr] i'm i'm [sys] why [usr] i can't believe you guys [sys] the [usr] service big company that you can't get through to anybody it's an emergency [sys] they didn't [usr] service right and you guys close your offices at 55 30 nobody can get [sys] no [usr] through to [sys] no [usr] you and in the area if your office is closed you can't get 24 hour service [sys] no we [usr] it's a bit of a joke [sys] do have no no no it's not that it's we do 24 hours it's just that what i was trying to do was trying to locate the local office that called you and see if i can get a hold of them normally normally it's the engineer that calls but unfortunately the engineer has been instructed that it's for tomorrow there's nothing else that i can do [usr] well i'm sorry tomorrow's not good [sys] do [usr] enough [sys] at the moment that's the engineer has been assigned for tomorrow if it's not good enough for you then there's not much i can do from my side [usr] ok well [sys] if you can't wait for tomorrow then there's not much i can do for my side i'm sorry about that

0Appointment / Booking

[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to dino how can i help [usr] hello good morning yes i wonder if you can help me please i have a very blocked drain toilet i think [sys] ok no problem what's the postcode [usr] it's [pii] 1 november [pii] [sys] just one more time [usr] bravo [pii] 1 november whiskey [sys] thank you and the first line of address [usr] it's the dog in [pii] [sys] ok [usr] it's [sys] is [usr] a pub [sys] that a commercial property [usr] yes a pub [sys] no problem [usr] it's the [sys] and [usr] men's [sys] just [usr] sorry carry on [sys] thank you and just confirm you don't already have an account with us [usr] n not not that i'm aware of no [sys] thank you and may i take your name please [usr] it's [pii] [sys] thank you and the contact number [usr] the one i'm calling you on [pii] [sys] perfect thank you and just confirm is there any health issues or vulnerabilities you want us to be aware of [usr] not that i'm aware of just [sys] perfect [usr] just just very smelly [sys] very smelly ok i'll book that through for you now our local office will give you a call back just to confirm pricing and an eta is that ok [usr] ok that's that's wonderful are are you are you likely to be able to get out to us before christmas do you think [sys] definitely it should [usr] 00 [sys] be today [usr] brilliant [sys] tomorrow or sometime [usr] that's wonderful lovely [sys] no worries madam you take care then we'll see you soon bye [usr] and [sys] bye [usr] you thank you darling bye bye now bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three we record calls for quality and training purposes thank you much for calling you're speaking to you from the home care service department how can i assist you [usr] please i ordered the plumbers to come to see the leak because it's urgent in my house and they said he will come that done since one o'clock and he didn't turn up to me [sys] ok if you book the appointment for today as an emergency the in the injury is still coming [usr] ok i shall i expect him [sys] ok [usr] until what time [sys] ok with the plan by the engineer will come as soon as the engineer is available but they will come today [usr] ok ok [sys] ok [usr] ok thank you [sys] ok [usr] thanks bye [sys] pleasure [usr] bye [sys] bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have did that you can now book plumbing services online in a few easy clicks visit.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 2473 65 days a year whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote dino offers a fast reliable good afternoon you're through to [pii] here at [pii] how can i help [usr] hi [pii] sorry for the timing on this obviously it's a bad time i'm a landlord we've got a bit of a toilet leak going on wondering if you guys will be able to help [sys] ok [usr] ok [sys] how bad is the leak [usr] it's when it's flushed which is lucky but the tenants are telling us they're getting quite a bad smell from the waste [sys] ok ok and is that the only toilet they have at the property [usr] it is [sys] it is ok right if they're not able to use it we could get it booked on as an emergency but with it being a tenanted property it would be sent to a local office the only difference is they would then give you a call as the landlord with the availability and costings to make sure that you're happy if you are we can get it finalized and get somebody out as soon as obviously there's availability if not you're under no obligation [usr] ok [sys] i wouldn't i wouldn't be able to confirm the prices or when we can attend at the moment it would be our office but i can provisionally get it booked on for you [usr] ok sure how how long do you think it will be before i got a call back [sys] they should give you a call later on today our offices are open today until four with it going through as an emergency they should give you obviously a call back unless you want to speak to them directly if that would be more helpful in case you have any questions [usr] if i could if you got the local office number [sys] yes certainly what's the postcode for the area and i can bring those details up for you [usr] it's [pii] six he [sys] ok let's have a look ok i've got the local officers contact number just let me know when you're ready [usr] fine two y [sys] it is [pii] [usr] yep [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] you wouldn't know how to know what the location for that is would you [sys] i wouldn't i'm afraid [usr] no [sys] but [usr] ok [sys] it does cover the the area it is that office if you give them a call they'll be able to get that all looked and sorted for you [usr] brilliant ok thanks for your help have a good christmas [sys] you too merry christmas take care now [usr] thank you

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year [usr] it's 24 7 [pii] that's good isn't it [sys] whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote dino offers a fast reliable service you can trust with fixed prices and no call out charges you can rely on us to get the job done [usr] that great sorry i'm ringing [pii] who are the people that they do it with i've [sys] it's [usr] it says [sys] really easy to book appointments [usr] this [sys] online [usr] number [sys] just [usr] to ring [sys] visit dino.com [usr] did they do crazy seven can you answering that's true anyway li i'm on the phone dear dear no but you have your last name ok [sys] good evening thank you for calling dino [usr] hello [pii] my [sys] you're [usr] name [sys] speaking [usr] is [pii] [sys] to [pii] how [usr] i've [sys] may i help [usr] a contract with british gas for repairs the home care service and i've had [sys] ok let me just pop you through to them i i'm unable to book anything for home [usr] thank [sys] care customers [usr] you [sys] i'll just pop you through you'll just go on momentary hold thank you thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and [usr] my name is [pii] [sys] good afternoon you're through to [pii] speaking could i take your name please [usr] i've got my customer number with british [sys] all right [usr] gas [sys] do you have a home care number or the address [usr] 851 it's quite a long number [pii] [sys] ok go [usr] double [pii] [pii] [sys] ok here we go just get you to confirm your email address as well [usr] my toilet isn't flushing and [sys] great [usr] i need [sys] how can [usr] someone [sys] i help [usr] to [sys] them [usr] come really tonight please if that's possible it's when you push the [sys] when [usr] handle [sys] you say it's not flushing as in its blocked [usr] it [sys] or no waters [usr] the it's [sys] coming [usr] the handle [sys] out when you [usr] has [sys] pull [usr] stopped [sys] the handle [usr] working it's got a push button thing and when you push it now it doesn't flush i took the front of the toilet off and i can [sys] ok [usr] see the the bit that you press and the the bit on the end but i don't know how to do anything with it [sys] right [usr] what you mean in the toilet [sys] is it still fill up with water the system got water in it [usr] i don't think there was any water in it no [sys] and [usr] i'm [sys] and the [usr] whether [sys] bit where [usr] the [sys] you [usr] water [sys] took the [usr] from [sys] panel off that [usr] where [sys] got [usr] it [sys] water [usr] fills [sys] in [usr] up [sys] it to [usr] from [sys] flush [usr] isn't working [sys] just [usr] and that's [sys] the mechanism [usr] why it's not [sys] to flush [usr] flushing do you wanna hold on a minute and i'll just take the front off again hang on a minute i'm gonna put you on automatic [sys] ok [usr] sound [sys] do does it look [usr] just [sys] that's [usr] a minute [sys] just run dry has the [usr] i'm [sys] toilet [usr] on speaker [sys] system [usr] mode now [sys] sure [usr] ok [sys] ok [usr] it it's got some water in it hang on a minute [sys] i can hear you [usr] let me just try and flush it again one thing is that the water isn't coming from i think it would be the water tank into the toilet it takes 15 minutes or for it to fill up but i hadn't realized that it it would fill up again if you see what i mean are you still one [sys] ok [usr] month it exactly right [sys] ok you can do a you can do one flush every [usr] but [sys] 20 minutes [usr] let [sys] or [usr] me hold on a minute [sys] ok does it seem it is slowly filling up again now that you've done that flush sure [usr] there's no water in now i can't put my finger down and fill any water at all that's obviously the problem it's not filling up [sys] ok right and is that your only toilet there ok and [usr] the toilet got [sys] do [usr] water and as if it was it's a bit low [sys] and are you [usr] but [sys] able [usr] it's [sys] to [usr] got [sys] flush it if [usr] water [sys] you [usr] at the bottom of [sys] but [usr] the [sys] the [usr] toilet [sys] tip a bottle of water down there that's all free flowing it doesn't seem to be blocked at all [usr] hold on hold on [sys] do do you want to just try doing a manual flush and see if that works you just put a piece of toilet paper and then just get a b or something of water and just see if that will clear it through [usr] hello did you want me to put the water down the toilet or pour it into the system [sys] bye [usr] i've just poured a bowl of water [sys] i [usr] down [sys] mean [usr] it's [sys] either [usr] still not [sys] should [usr] flushing [sys] work really but if you want to just pull it straight into the toilet if you just [usr] i [sys] put [usr] sure [sys] a bit of toilet [usr] have [sys] paper [usr] a problem [sys] in there [usr] sorry [sys] tip the bowl of water and just check that that all clears away the paper [usr] you want me to put paper down hold on hello [sys] did they get rid of that piece of paper or not did it get rid of the bit of paper [usr] no it's not made any difference i'm afraid the water is is there but and the tissue is still there [sys] it hasn't ok and [usr] you can't come tonight [sys] right ok that's the only toilet and i can't flush it manually [usr] ok then can you make it as early as possible then please because it does say on your the contract that i've got with you says you're available 24 7 that's what i'm paying [sys] would [usr] for [sys] you be [usr] every [sys] available [usr] month [sys] for tomorrow morning at this point [usr] you [sys] on [usr] want [sys] a saturday [usr] my address do you [sys] an emergency [usr] or my phone [sys] appointment [usr] number [sys] would be between now and 1 p.m. tomorrow but most likely it would just [usr] the [sys] be [usr] one [sys] kind [usr] i'm calling [sys] of between [usr] from [sys] eight and [usr] mobile [sys] one tomorrow [usr] number [sys] i'll flag it up that no emergency best [usr] ok hold [sys] phone [usr] on [sys] number is that the one you're calling from and it'd be you who's in for the [usr] hello [sys] appointment phone number is that the one you're calling from that's great ok i've got that the last thing is you've got the excess on there for the £60 i just need to take the card details for that [usr] no that's fine i've had you out to do the same thing before ok [sys] i just gotta read you this before i take the details by validating and storing your card you're agreeing to us keeping it on record to pay for the work you agreed to and [usr] mrs [sys] we'll only take the payment once [usr] [pii] [sys] the work has been completed and we'll remove all references to your card after the payment on 90 days after you booked an appointment with the engineer whichever comes first did you want that in writing are you ok [usr] hold on [sys] ok right i just need to dial in the payment line just gonna hear a couple of bleeps ok [usr] ok i've done that have you got that your end ok [sys] ok ok what is your name down as on the card [usr] ok hello i can't hear you now i [sys] great [usr] can't hear you [sys] and then for the long 16 digit number could [usr] [pii] [sys] i get you to just type that into the phone [usr] [pii] ok i've done that [sys] perfect that's good then can i get you to do the same for the four numbers on the five days [usr] sorry i've made a mistake can i tell me how to go back ok i've done that now [sys] hi could i get you could i just get you to do the expiry date again right does that expiry date in the past cards still valid is it ok [usr] ok well i should be going to bed at 10 o'clock can you ask them not to ring after 10 [sys] ok [usr] and [sys] could i just [usr] and [sys] get [usr] then [sys] you to type [usr] i'll expect [sys] that in now [usr] them from eight o'clock onwards in the morning ok that's lovely thank you and what's your name please [sys] right and then if you could [usr] ok [sys] do the same [usr] [pii] [sys] for [usr] thank [sys] the last [usr] you very [sys] three [usr] much [sys] on the [usr] indeed [sys] back where you sign it [usr] thank you and you bye bye bye sorry [pii] [sys] ok ok just start again just start again with those three perfect all right just waiting on that to all save there we go book booked in as soon as we can if someone is available tonight they will call you and say that they're coming out but most likely it'll be between eight and one tomorrow morning ok no that's fine ma no problem have a happy new year cheers

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino with one of the uk good morning dino [pii] [usr] hello [sys] speaking how may i help [usr] i've got an issue up my property regarding the drains i do know what the problem is cos i've already had somebody out to have a look at it is [sys] ok [usr] i i mean do you give quotes or or not or is that something [sys] well if you let me know what the issue is if it's a standard blockage then the the price it starts at 100 [usr] hm [sys] and £70 including va [usr] it's [sys] t [usr] not it's not it's not that and he's telling me that it's that i've got roots in the drain he said that i would [sys] rout graft [usr] he said that i would need er two millimeter liner that's what is written here [sys] right [usr] that's the [sys] well i can sorry [usr] no it's [sys] sorry [usr] all right [sys] to interrupt er what i can do for you i can raise a job for a quote [usr] right [sys] which will go through to the office they will call you have the conversation with you and then quote you accordingly [usr] ok [sys] would you me to do that [usr] yes yes please [sys] lovely can i start first of all by asking you do you have a home care agreement with british gas [usr] no [sys] right and it's a domestic property not commercial [usr] domestic [sys] ok could i start by taking your postcode please [usr] [pii] [pii] [sys] [pii] and what's the first line of your address [usr] [pii] [sys] and can you confirm your name for me [usr] it's [pii] [pii] [sys] is that missus [pii] ok thank you the number that you've called me on today missus [pii] which i've got showing as [pii] is that your best contact number [usr] it is [sys] lovely thank you and do you have an email address available just as an extra point of contact [usr] it's [pii] [sys] ok [usr] [pii] [sys] [pii] [usr] [pii] [sys] at [pii] and last but not least do you have any vulnerable people living at your property [usr] no [sys] right you've had somebody out they've told you you've got routine dress and that a two did you say two millimeter patch liner [usr] that is what is written here [sys] right needs two millimeter patch wider please quote ok missus [pii] leave that with me i will raise that send it through to the office and they will give you a call and arrange [usr] right [sys] this quote for you ok [usr] ok will do when that will it [sys] hope [usr] today [sys] it'll [usr] or or [sys] be today [usr] do [sys] bear in mind it is friday [usr] right [sys] i'm sure somebody [usr] ok [sys] will call you from the office today if you don't hear anything [usr] all [sys] before [usr] right [sys] monday give us a call back and we'll give them a jog for you ok [usr] all right ok [sys] thank [usr] then thank [sys] you bye [usr] you [sys] bye now bye [usr] thanks [sys] bye [usr] bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an ex did that you can now book drainage services online in a few easy clicks visit dino [usr] it [sys] dot [usr] goes [sys] com [usr] in [sys] for details alternatively please hold and your call will be transferred to a customer service advisor [usr] i said [sys] we [usr] a [sys] record [usr] snooker [sys] calls [usr] finger i [sys] for [usr] ain't [sys] quality [usr] going there to play tonight [sys] and training [usr] am i [sys] purposes hi speaking to how can i help [usr] hi there it's [pii] calling from kent college in [pii] i'm just trying to organize for someone to call out come out and sort out one of our blocked drains please [sys] sure can i just take the postcode of where you are please [usr] [pii] [sys] and it was at kent college was it [usr] that's right [sys] and can i just check you don't have business cover with british gas for plumbing and trains [usr] it's a business call [sys] you don't have a policy already in place for british gas for plumbing [usr] no [sys] and drainage [usr] no [sys] no [usr] no no no no no no [sys] and [usr] no no [sys] what's [usr] no no [sys] the problem [usr] it's the pipe leading away from our we've got a a tank a main tank that pumps it out and it's the pipe leading away from that [sys] ok [usr] obviously normally under pressure is completely blocked by the looks of things [sys] and [usr] it's making the tank rise [sys] can i just take your name again please [usr] [pii] [sys] and the best phone number for you please [usr] [pii] [sys] yep [usr] [pii] [sys] yep [usr] [pii] [sys] yep and just to check there's no one there with any vulnerabilities [usr] went to school [sys] but there's no well it's not an sen school or anything right [usr] no [sys] ok [usr] no no no no [sys] you probably know all commercial work goes down as an emergency the local office will contact you back shortly just to confirm when they can come around and give you an idea of price [usr] right [sys] and everything all right that's all booked [usr] no [sys] in for [usr] that's [sys] you now [usr] fine i i any [sys] it [usr] idea how long [sys] pops [usr] they'll call [sys] up [usr] how [sys] immediately [usr] long do they [sys] on [usr] call [sys] their screen [usr] me [sys] as an emergency and with it being a commercial they know they have to call you back if you've not heard anything in about half an hour then obviously give us a ring back and we can find out why they've not called you all right then thanks a lot [usr] ok [sys] see you bye [usr] fine alright cheers thank you bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one [usr] apparently [sys] if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] right [sys] good [usr] is that i know [sys] afternoon [usr] is [sys] you're through [usr] it sorry [sys] to talk to how can i help you [usr] she's that doctor [sys] sorry [usr] hi there i'm just looking for a [sys] yes that's what [usr] i just [sys] i said [usr] wanted to see if you could give me an indication of time please sorry sorry can [sys] sorry [usr] you hear [sys] i can't [usr] me now sorry [sys] i can't hear you sir you need to go somewhere where i can [usr] i'm waiting for a plumber to come out [sys] that's [usr] just [sys] a bit better [usr] one [sys] go on [usr] of time when they'll be out by three sure hotel papa [sys] ok [usr] 135 [sys] what's the postcode of [usr] delta [sys] the the the job [usr] [pii] [pii] [sys] thank you [usr] and i'm mister [pii] 56 [sys] what number sorry [usr] er [pii] 56 [sys] 56 [usr] it's been booked in by [sys] there's no [usr] british [sys] job booked in [usr] i've [sys] at [usr] got [sys] 56 [usr] a text message [sys] ok there's a there's no job there's [usr] no [sys] a job booked [usr] no it's for [sys] on at number [usr] number 56 [sys] 60 is have you got number 60 as well right well [usr] ohh [sys] i'm [usr] my [sys] just telling [usr] goodness [sys] you now [usr] it's [sys] the books [usr] supposed to [sys] here at number [usr] for 56 [sys] 60 there's no whoever [usr] ohh bloody hell [sys] did who did [usr] er british [sys] you [usr] gas [sys] who did you who did you phone sorry do you have do you have [usr] but [sys] a do [usr] it's [sys] you have [usr] not [sys] a property [usr] for that one it's [sys] at number [usr] for number 56 [sys] 60 as well [usr] please please [sys] yes i understand [usr] if you [sys] that [usr] can [sys] i can try and get it changed if i get is it the leak leak [usr] correct [sys] leak [usr] that's correct [sys] coming from the tank [usr] that's correct [sys] no heating and minimal water [usr] that's [sys] on the six [usr] alright [sys] month [usr] that's [sys] old [usr] alright [sys] right [usr] don't worry [sys] ok sorry about that right whoever's booked in right whoever's booked in i can't sorry i can't do it here because you're a british [usr] please [sys] gas customer [usr] please [sys] aren't you [usr] thank [sys] i'll put [usr] you [sys] you through quickly i'm sorry [usr] thank [sys] about [usr] you [sys] this mister [usr] thank you [sys] [pii] but right won't be won't [usr] ohh dear [sys] be a minute ok i'll just put you through now thank you [usr] and you wouldn't know only two baby got my name is [pii] it's [sys] [pii] [usr] [pii] [sys] can i ask who i'm speaking to please [usr] and the surname is [pii] i've got a a plumbing job booked in by road from yourselves but if you've booked it for the wrong address it should be for [pii] as opposed to [pii] [pii] [sys] ok and what's sorry what was the address of the correct property please [usr] hotel papa 13 [sys] and the postcode [usr] [pii] [sys] there please [usr] sorry i've got no heating no hot water and er i called earlier i've got two twins we are three months as well i think i may have spoken to yourself or [pii] i think it was [pii] [sys] ok [usr] right ok ok [sys] i've just [usr] ok [sys] started it wouldn't have been myself that you've been let's have a look ok [usr] er the [sys] you've got no [usr] fine [sys] heating no [usr] it's [sys] hot [usr] under [sys] water [usr] warranty [sys] are there any ever [usr] i got the [sys] coats [usr] warranty [sys] on the boiler [usr] people [sys] there [usr] out [sys] at all [usr] and they said the boiler's fine it's something in the loft area and then i told them i've got plumbing and drains cover they went to get in touch with british gas straight away [sys] ok but if the boil if you've got no heating no hot [usr] no [sys] water [usr] no they [sys] that would [usr] said the [sys] indicate [usr] boiler's fine [sys] that the fault [usr] the boilers [sys] was with [usr] lights [sys] the [usr] up [sys] with [usr] everything [sys] the boiler [usr] it's the connection from the loft area to that boiler downstairs we've got one of these regular systems the water tanks based up in the loft they've said the boiler is absolutely fine no issue with it it's the water tank or the components upstairs in the loft you've got an issue with because that's the first thing i did i thought my goodness this is [sys] ok [usr] the boiler [sys] let's [usr] but [sys] have [usr] they [sys] a [usr] said [sys] look [usr] no [sys] then [usr] it's definitely not the boiler it's the the system in the loft that you've got an issue with i was just hoping that because i booked [sys] ok [usr] this earlier [sys] let's [usr] they haven't [sys] have a look [usr] attended [sys] at this [usr] the wrong address have they sure thank you thank [sys] i just [usr] you [sys] have just going [usr] i just [sys] on [usr] received [sys] to the dial [usr] text [sys] appointment [usr] message to [sys] now [usr] say a dino rod engineer will be on their [sys] but [usr] way [sys] let's [usr] i'm [sys] have [usr] happy [sys] a look [usr] for to be on hold if you're gonna alert them to change it to 56 which is the correct one [sys] to [usr] sure [sys] just [usr] thank [sys] down [usr] you [sys] the road aren't they let me let me have a look i'm just gonna see if the engineer two moments [usr] thank you much [sys] just [usr] i appreciate [sys] see if i've [usr] it [sys] got [usr] thank [sys] ok [usr] you [sys] i'm just [usr] thank [sys] gonna try [usr] you [sys] and give him a quick [usr] you [sys] call now ok and i'll be straight back to you now [usr] it is it is it is absolutely [sys] it's two [usr] absolutely [sys] doors away is it 56 and number [usr] will do [sys] ok [usr] thank you [sys] i'll [usr] much [sys] be straight [usr] thank [sys] back now [usr] you [sys] if you stay on the line for me i'll be a couple of minutes thank you could be that it was a perfect style dot com perfect connects british gas is an inclusive company [usr] and [sys] for all [usr] [pii] now [sys] we're [usr] on [sys] proud that our workforce [usr] i need to [sys] reflects [usr] go downstairs [sys] the diversity of the customers that we serve we operate a zero tolerance policy towards [usr] what [sys] abuse [usr] about [sys] of [usr] i [sys] our employees who have the right to [usr] british [sys] terminate [usr] castle [sys] any customer call if they receive abuse of any nature please offer our employees the same respect they offer you [usr] i don't know i need the i in here or i need it baron gate me i was [sys] you can book your annual service appointment in our new app in just four taps [usr] you don't [sys] wherever [usr] wanna see [sys] you are whenever you search [usr] the blocker [sys] for the british gas app on apple store or google play [usr] hi [sys] hello thanks ever much for holding i i've just let [pii] know he's just told me to book it through now on the right address he's [usr] sure [sys] he's [usr] sure [sys] on his ipad thing he's got another job at the moment [usr] sure sure [sys] he is aware but he's told me to book it on the right one but he knows [usr] you much [sys] you [usr] for [sys] know two [usr] doing that [sys] doors [usr] thank [sys] down [usr] you [sys] let me just book that now [usr] i'm [sys] while [usr] just [sys] you're [usr] happy [sys] on [usr] i hear you didn't attend the [sys] no [usr] the wrong [sys] problem [usr] address [sys] let's have a look i know let's have a look [usr] [pii] [sys] here [usr] do [sys] i'm [usr] that [sys] just [usr] they [sys] gonna [usr] if [sys] pop [usr] the british [sys] down [usr] gas [sys] what [usr] cover [sys] they [usr] because i don't [sys] put [usr] know what's [sys] down [usr] on the [sys] on that [usr] loft [sys] previous [usr] of the heat [sys] job [usr] pump and the the water tank it's all covered under plumbing is it sorry ohh right [sys] i i don't [usr] ok [sys] know if [usr] ok [sys] i'm honest the engineer would come [usr] right [sys] out and check [usr] right [sys] what you've got there cos we [usr] because it's [sys] i wouldn't [usr] separate from [sys] know [usr] the boiler [sys] the [usr] it's just [sys] ins and [usr] the [sys] outs [usr] component [sys] i'm very sorry [usr] which is in the loft area the water [sys] it just [usr] tank [sys] got a [usr] the heat pump i think it is and that's it really [sys] no ii [usr] right [sys] i [usr] right [sys] see they will [usr] sure [sys] be able the engineer [usr] sure [sys] will [usr] sure [sys] be able to tell you exactly what's covered and what's not let's pop that in [usr] thank you much [sys] i just [usr] thank you [sys] put just [usr] thank [sys] copying down [usr] you [sys] the job notes they've put down there already copy that over and the number you're calling [usr] the [sys] from [usr] ideal [sys] is the best [usr] is [pii] [sys] number as well that we've put to put down there [usr] sure thank you [sys] perfect let's have a look [usr] right [sys] ok you'll get another text in a minute ok to confirm that the appointment has been booked [usr] yep yep [sys] i said number 60 has been canceled then but [pii] is fully aware what [usr] sure [sys] what the situation he said just get another [usr] brilliant [sys] job booked [usr] i appreciate [sys] at the right address [usr] it you've been really [sys] he [usr] i [sys] will [usr] appreciate [sys] then be able [usr] it ember [sys] to [usr] thanks [sys] attend [usr] for [sys] that [usr] doing [sys] property [usr] that [sys] for us [usr] thanks again no no it's just that [pii] [sys] no [usr] do [sys] problem is [usr] does [sys] there anything [usr] it say when [sys] else [usr] my [sys] i can help [usr] policy [sys] you with at [usr] runs [sys] all [usr] out [pii] for fif i think it's december [sys] 50 then 12th of december around about middle [usr] and [pii] [sys] of november [usr] it doesn't [sys] you'll [usr] say [sys] get [usr] anything [sys] the renewal document [usr] that as [sys] popped [usr] far as you're [sys] through [usr] aware [sys] then as [usr] what's [sys] well [usr] covered in plumbing and trains water tanks and i'm not sure [sys] let me get [usr] i've [sys] the term [usr] an elderly mum [sys] let [usr] and [sys] me get the terms [usr] twins [sys] conditions [usr] and [sys] up two [usr] a [sys] seconds [usr] year old [sys] with that [usr] in the property [sys] have [usr] and we're just lucky it's mild today because it's gonna be colder now after today thank you i got [sys] have [usr] the oil [sys] a look [usr] checked earlier by the warranty people they came out and they said it's fine check the get the loft area checked and i said i've got plumbing and drains with british gas and i give them a call straight away [sys] ok let's have [usr] bye [sys] a look plum [usr] sure [sys] just [usr] thank [sys] get [usr] you [sys] the plum and drains boiling control central heating plum and drains what covered all repairs to the plums on your property for example your hot and cold water pipes between your internal stock stock up to including the taps and garden taps [usr] ninth [sys] and all the flexible pipes to your kitchen appliances the hot water cylinder and cold water tanks including immersion heaters toilets si isolation ball and radiator valves and your water supply [usr] yep [sys] pipe from the boundary [usr] yep [sys] of your property to your home a replacement of parts that we cannot repair [usr] that's alright [sys] and we will place a pair of [usr] sure [sys] sorry we will replace a pair of taps to a single [usr] sure [sys] item [usr] [pii] [sys] but [usr] that's [sys] an [usr] fine [sys] accidental [usr] i think that [sys] damage [usr] a nutshell [sys] that's what [usr] just [sys] it says what's covered [usr] you're reading [sys] there [usr] that i think it does cover the the water tank area which is the which is the pain in the backside really that area up there but i'll hold out for him you've done another job but is he local in in his other job is he do [pii] or did he say you wouldn't know [sys] i i wouldn't if i'm honest i wouldn't [usr] that's [sys] have [usr] fine [sys] i wouldn't [usr] [pii] [sys] know whether he told me he was a straight [usr] but [sys] away [usr] this is [sys] because [usr] his [sys] i'm [usr] next [sys] not from [usr] job [sys] the [usr] anyway [sys] area i wouldn't [usr] it shouldn't [sys] have [usr] be [sys] a clue [usr] that long [sys] if [usr] the [sys] i'm [usr] reason [sys] honest [usr] being i ask is because the children to do we to put them to bed early especially my eldest she goes to school tomorrow as well but [sys] of course [usr] really appreciate you've been really helpful i'll watch out for him hopefully it won't be too long brilliant [sys] no and i said he will endeavor to call you he he [usr] sure [sys] is fully [usr] sure [sys] aware i explained the situation that was booked on the wrong thing and he said just [usr] sure [sys] get the right address [usr] brilliant [sys] sent over [usr] been [sys] to [usr] really [sys] him he [usr] really [sys] was [usr] helpful [sys] in [usr] i really [sys] the process [usr] appreciate [sys] of dealing [usr] your time [sys] with that [usr] thanks again [pii] really appreciate it thank you [sys] no problem just [usr] absolutely [sys] to confirm it was [usr] absolutely [sys] for number 56 [usr] absolutely [sys] we want the appointment [usr] brilliant [sys] that just [usr] but [sys] i know perfect and you [usr] sure [sys] and you [usr] will [sys] will [usr] do [sys] get [usr] will [sys] a text [usr] do brilliant [sys] in a minute to confirm [usr] thanks again [sys] that if [usr] you've [sys] you [usr] been [sys] haven't [usr] really [sys] already [usr] helpful [sys] done [usr] i appreciate it thank you [pii] thank you bye bye bye [sys] brilliant thank you much thanks goodbye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plan did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to [pii] speaking how can i help [usr] hi good morning i'm calling from in [pii] which is in we got a drain which is blocked it's a rain water drain which is going under through under through the tiles and everything and it's got blocked [sys] ok is it a commercial or residential property [usr] the commercial believe [sys] any cover with british gas [usr] no [sys] ok and will it be payment on completion ok [usr] how much [sys] and what's [usr] is [sys] the [usr] no [sys] point [usr] normally how much is the charge [sys] the local office they will be able to provide you prices i do the booking then they'll contact you with the dates times and prices [usr] ohh [sys] and [usr] perfect [sys] they'll confirm [usr] that's great [sys] that with you later on today is that all right [usr] that's ok that's perfect [sys] what's the postcode please [usr] [pii] [pii] [sys] thank you and the first line of your address please [usr] [pii] [sys] thank you bear with me is it [pii] or just [pii] [usr] no it it if you go google it it might come down to [pii] [sys] i've got it [usr] but it's not anymore it's it's a budget store it's budgens it's on ground ground floor [sys] sorry budgens [usr] that's right [sys] ok and can i take your name please [usr] my name is [pii] [sys] and a contact number please [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] thank you and what's the booking for sorry [usr] it's a drainage block drainage [sys] is it inside or outside [usr] outside [sys] is it overflowing or is it blocked [usr] it is it is [sys] and is it toilet waste or waste water overflowing [usr] rainwater [sys] and anyone in the property got any health issues [usr] no [sys] ok there's no call out charge prices the local office will discuss with you and confirm dates and times [usr] ok [sys] you'll also receive a text message in regards to your booking if you don't hear by them from today you you'll receive a contact number in the text message if you want to contact that number they'll be able to provide [usr] ok [sys] you with the exact dates and times if you [usr] perfect that's great [sys] alright [usr] thank you very much [sys] no [usr] indeed [sys] worries that's all sorted thank you [usr] thank you [sys] hi [usr] bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require [usr] ok [sys] our plumbing services press two [usr] right [sys] or if you have an existing did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] i say there's a day or emergency there was a fire emergency it was it was leaking hello [sys] hello how may i help [usr] ohh hello good good morning to you can you hear me ok [sys] yes [usr] ok i've got a dire emergency here we need your services today please er we've had the the gas bought out and they said that you you've you've left a knot that wasn't tightened properly we've got a major leak here he's turned the water off temporarily but we need the water put on straight today today [sys] are [usr] there's [sys] you [usr] an elderly an elderly [sys] are you [usr] man here on his own we need we need something done today please [sys] are you british gas home care customers [usr] yes [sys] right ok i need to get you through to british gas home care you've come through to [usr] well that's [sys] just [usr] well that's [sys] bear [usr] to [sys] with me a sec [usr] honest [sys] welcome to british gas services limited please enter your account number using your telephone keypad ignoring [usr] account [sys] any [usr] number [sys] letters then press dash [usr] i know [sys] key [usr] do your account number i'll have to start again account number for british gas [sys] just use your telephone keypad to enter your account number [usr] hm [sys] then press the hash key this may start [usr] ohh [sys] with [usr] dear [sys] 85 or 91 or if your account number includes letters please enter the numbers only if you [usr] goes [sys] don't have [usr] with [sys] it with [usr] 85 [sys] you press [usr] or [sys] the [usr] 81 [sys] star key [usr] are you alright thank you [sys] i'm sorry i still didn't understand please enter your account number using your telephone keypad then press the hash key your account number may start with 85 or 91 or it may [usr] 5491 [sys] start with letters if your account number does include letters please enter [usr] should [sys] the numbers [usr] have a [sys] only [usr] on it now there [sys] if [usr] we go [sys] you don't [usr] there [sys] have it with [usr] go [sys] you [usr] number [sys] press [usr] 8510 [sys] the star key [usr] ok ohh that's right one 250 eight 999 it's followed by the hm i don't think it was too long i think for a nothing [sys] please choose from one of the following three options if you have a question about heating or home care press one to discuss your gas and electricity account press two or if you wish to become a new british gas customer [usr] number one [sys] press [usr] is [sys] three [usr] right ok [sys] in a few words please say the reason for your call [usr] er leak [sys] about a leak is that right is it a gas leak [usr] no [sys] which of these is leaking central heating kitchen appliance plumbing or drains or something else [usr] plumbing and drains [sys] ok please enter your account number using [usr] i'll just [sys] your [usr] have [sys] telephone [usr] the account number [sys] keypad [usr] again thanks [sys] it starts with [usr] thanks [sys] either 85 or 91 [usr] ok it's alright [sys] for security please say or key in your date of birth [usr] ohh date of birth fifth of october [sys] sorry [usr] what [sys] i didn't [usr] year [sys] catch [usr] on 1933 [sys] that [usr] and it was 28 there's a spy about you think i'm joking ohh has that gone through [sys] avoid being glued to your house phone you can get the same support via whatsapp or text message on your mobile instead if that sounds good we can end the call now and send [usr] ohh [sys] you a message [usr] it's it's it's [sys] just [usr] 95 [sys] say yes [usr] it 96 [sys] to get started if you [usr] sorry to keep you [sys] you may encounter some moments of silence whilst we [usr] thank [sys] connect [usr] you [sys] you to a member of the team please stay on the line good [usr] don't know [sys] morning you're through to [pii] [usr] with [sys] at british gas how can i help [usr] hello good morning to you we've got a dire emergency here i wonder if you can help [sys] -huh [usr] ok what what has happened is somebody's come out [pii] we we sorry let me start again we've got a leak could you could you speak to her ohh just i'll just put you on to a representative just one moment hello there my name's [pii] i'm a british gas engineer [sys] hiya [usr] hello we've had a little bit of got a little a little bit of trouble er they've had a new cylinder fitted by yourselves i know rods on the 28th of september it hasn't been installed properly and the customer's got water leaking through his kitchen ceiling what i've done is i've turned the water off er and stopped the leak but unfortunately where the leak is the whole cylinder has got to be removed to get to it to repair it cos they haven't put it in properly [sys] -huh [usr] the problem we've got now is is i've tried to book them in through what i've got and he won't let me do it until monday now the customer's 95 years old and that means he's not gonna have no water for 44 days i've been told by our office that the customers got to book it in for themselves to get an in day emergency for them to come out and repair the fault they've left [sys] what's the customer's name [usr] right i'll pass pass it over [sys] thank [usr] to them now [sys] you [usr] thank you very much right hello [sys] huh [usr] yes is can something be done as soon as possible [sys] what's [usr] please [sys] the customer's name sorry the account holder [usr] yes the account is mister mister [pii] [sys] and the first line of the address and postcode [usr] yes it's [pii] [sys] and just the postcode there [usr] yes it's [pii] [sys] thank you much i'm just gonna pop you on hold and see if we can get this sent for you today is that ok [usr] yes [sys] thank [usr] please [sys] you i'll be [usr] thank [sys] as quick [usr] you [sys] as [usr] ok [sys] i can [usr] ok [sys] thank you british gas is an inclusive company for all we're proud [usr] she's just [sys] that our workforce [usr] going to [sys] reflects [usr] try [sys] the diversity [usr] book it in [sys] of the customers that we serve [usr] hopefully [sys] we operate [usr] hopefully [sys] a zero tolerance policy towards abuse of our employees who have the right to terminate any customer call if they receive abuse of any nature please offer our employees the same respect they offer you [usr] ohh what he did to be 96 i thought he was 96 no smile i'm not surprised having a tough time he's upset sorry [sys] you can book your annual service appointment in our new app in just four taps wherever you are whenever you search the british gas app on [usr] that's [sys] apple [usr] the problem [sys] store or google play [usr] he says i don't deal with the no job in [pii] then it wanted to get it all [sys] we know how important your home is if your boiler breaks you can book a repair on our website in under a minute visit british gas dot co dot uk or search british gas [usr] why [sys] being on the phone when driving can put you and other road users at risk please stay safe our agents will ask you to call back later if you're driving [usr] problem different well if we just [sys] you're moving home did you can now change all your details online any time of day or night wherever you are to save yourself a call [usr] no and then now now [sys] we can create a password for you and your engineer they're definitely who they say they are if you one just ask and we'll sort it for you if your boiler and heating are working at their best you'll save money on your heating bills a central heating filter is likely to help you can ask your engineer if you've got one coming and they'll give you an idea of what it will cost [usr] they are look the old mug you have to fight your mums don't you your mum he's engaged this chap's just got engaged not just a couple of years god that's [sys] hi [usr] far [sys] there thank [usr] too [sys] you [usr] to [sys] much [usr] be hanging [sys] for holding [usr] around [sys] for me hello hi thank you [usr] ohh hello [sys] much for holding for me it's the [usr] thank you you were going to book an appointment book an emergency appointment [sys] yep just [usr] cos there's [sys] booking [usr] a leak [sys] it in now [usr] ohh god he's booking it in but she's booking it in hopefully [sys] bear with me one wee second [usr] ohh and stay for tea [sys] that is the water tank [usr] right [sys] hi i'm still [usr] hello [sys] here i'm just booking it in for you just [usr] ok [sys] putting some [usr] thanks [sys] notes on the [usr] thank [sys] engineer [usr] you it looks leave it off i wouldn't [sys] i'm booking [usr] putting [sys] this in [usr] it on [sys] as an [usr] because [sys] emergency [usr] i want [sys] appointment [usr] to make it [sys] for today what's [usr] yes thank [sys] the best [usr] you [sys] contact number for the engineer to call ahead [usr] [pii] [sys] [pii] [usr] [pii] [sys] perfect that's booked as an emergency for today i can't guarantee a time but the engineer should call about 20 minutes before when they'll be arriving [usr] they'll phone 20 minutes before ok i've got you there isn't a reference number or anybody anybody you don't know his name or anything no he is [sys] not [usr] that's [sys] yet no [usr] no you don't ok is it no it's definitely today and [sys] it's [usr] he'll [sys] booked [usr] phone [sys] as [usr] beforehand [sys] an uncontrollable water [usr] yes [sys] leak [usr] great [sys] no problem [usr] ok [sys] at [usr] thanks [sys] all take [usr] for your help [sys] care [usr] thank you [sys] bye [usr] thanks a lot and you bye now today

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] that that's your job [sys] good morning you're through to dino how can i help [usr] good morning mate it's just a quick one i've got a a drain overflowing on one of my sites near [pii] it's rugby area i just wondered if you could put me through to the local depot or you could guide me in the right direction who i need to speak to [sys] i'll book that for you mate what's the postcode [usr] cv 21 [sys] yep [usr] one [pii] [sys] thank you on the first line [usr] just get it for you now give me one second sorry [sys] no problem [usr] it's [pii] [sys] yep [usr] [pii] [sys] and the company name [usr] freudenberg [sys] is it [pii] [usr] it's [pii] [sys] just to confirm the postcode again [usr] it [sys] then [pii] [usr] might come up as one dz [sys] [pii] [pii] [usr] [pii] [pii] [sys] all right there we go ok she says it's called freudenberg [usr] but the well it's [pii] and cortico it's the same company but the big sign says cortico [sys] is that co rt ic o [usr] teco [sys] t zero thank you [usr] that worries [sys] just to confirm you don't already have an account with us to your knowledge [usr] say that again sorry [sys] just to confirm you don't already have an account with us to your knowledge [usr] no [sys] perfect [usr] bye [sys] and it's a commercial property and can i take your name please [usr] it's [pii] [sys] and a contact number [usr] [pii] [sys] [pii] [usr] [pii] [sys] yep [usr] [pii] [sys] thank you and lastly just to confirm are there any health issues or vulnerabilities you want us to be aware of [usr] no [sys] perfect it's it's regarding a blockage right [usr] obviously there's a lot of trees in the area i don't know whether all the leaves leaves are blocked up or whatever and there's a lot of surface water [sys] ok [usr] no we know what's best but [sys] no worries i'll book that through for you now my local office will give you a call back just to confirm pricing and the engineer will give you a ring when he's on his way down [usr] alright then perfect [sys] all right take [usr] all right [sys] care [usr] thank [sys] bye bye [usr] you very much cheers bye bye bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] cool [sys] hi you're through to emirates i know how can i help [usr] hi there's a pub in called the gate and the previous tenants have moved out i think our main drain there is probably blocked with fat because they were lazy buggers i need you to come up clear it out for me please [sys] ok do you have a policy at all at the property a british gas policy or would this be a one off engineer [usr] i do i don't have a policy with british gas but we do use [sys] ok [usr] them as they are the gas suppliers to the gate [sys] ok [usr] that was [sys] and it's a commercial property can i just take the postcode i'll just check we're taking bookings for the area [usr] ok it's [pii] [pii] for quebec or queen or whatever [sys] that looks fine ok and is the billing address the same as the site address [usr] yes for the time being yes [sys] ok that's fine what we do here is if you take all the details and we pass them over to your local office they would then contact yourself directly and advise the cost and let when somebody can attend and if you do proceed they'll also deal with the payment as well ok did you say the pub was called the gate [usr] yes it is [sys] can you just confirm the road name [usr] do i don't know [pii] probably [sys] that's the one can i just take your name and contact number [usr] [pii] hang on i just i'm just looking for my contact number cos i wanna give you my mobile [sys] ok [usr] i let them find it apologies for this [sys] ok take your time [usr] right my mobile is [pii] [pii] [pii] [pii] [sys] is there any vulnerabilities to our health issues that we need to note down [usr] sorry say that again [sys] any vulnerabilities or health issues that we need to note down [usr] er no not that i know of [sys] ok ok i'll pass all the details over to the office then and someone will contact you to discuss it further ok [usr] any idea when would it be [sys] we [usr] sometime [sys] don't [usr] today [sys] have it [usr] tomorrow or what [sys] i don't have a time frame it's up to the office to manage the booking i can give you their direct dial just in case you don't hear from them you can always chase it up [usr] ok come on [sys] ok just bear with me one moment their contact number is [pii] [usr] [pii] yep [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] that's correct [usr] ok thank you very much indeed [sys] perfect thank you have a good day [usr] and you bye [sys] a

0Appointment / Booking

[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi how can i help you today [usr] hi i was trying to see if it was possible first of all i wanted to find out if we had dinner out can you do several drains at our house because they're all seem to be being a bit slow at the moment [sys] sorry you say can we do simple drinks did [usr] no [sys] you say [usr] several several i have a few that are draining slowly in the house and i wanted to get everything done at once [sys] of course [usr] ok cool and i wanted to find out if there was any possibility of you coming this this week because i i'm gonna be at home and it's gonna be a bit easier if i could do something this week [sys] possibly [usr] ok shall i give you my post code what do you need from me [sys] for as you say it's seven drains [usr] no not seven se several several we've got an outdoor one and then we have we have three bathrooms and the kitchen sink it's all they're all being a bit slow and i wanted to just get everything done at once [sys] you said several [usr] several yes [sys] seven you got seven drains [usr] no sev er a l several i don't no i don't know if it's seven i haven't counted [sys] no worries can i take your best suitable sorry can i take your postcode please [usr] it's [pii] [sys] thank you and i'm just gonna pass you over to the local office now for you [usr] ok thank you [sys] no it was the last day [usr] thanks [sys] hello you're through to how can i help [usr] hi i was trying to see if i could get somebody to come this week to do to unblock well drones are completely blocked but they're just draining really slowly at our house and i kinda wanted to have everything done at once [sys] what's your postcode [usr] [pii] [sys] what was that sorry [usr] [pii] [sys] [pii] [usr] yes [sys] [pii] [usr] yes [sys] bear with me have you been on plus before [usr] it's been a few years but have you guys used you before [sys] same address that that was i'll just find out the next availability for you [usr] ok thank you [sys] bear with me one minute [usr] ok [sys] we could do it tomorrow [usr] that that'd be good what works [sys] fine it'll be an all day slot it'll be anytime between nine and six i just need to get a couple of details from you just because i can't find [usr] ok [sys] you're on the system can i have the full address please [usr] it's [pii] [sys] how are you spelling that in [pii] [usr] [pii] walking as opposed to running and it's [pii] [pii] you might want to put just because sometimes depending if people use apple navigation off lane [sys] what was that sorry [usr] you might put church walk off [pii] cos it's a church road and sometimes people go to the wrong one but it's church [sys] ok [usr] walk off [pii] lane [sys] how do you spell that sorry [usr] [pii] and then [sys] [pii] [usr] lane [sys] yep and can i have your contact number please [usr] it's [pii] [sys] yep [usr] [pii] [pii] [sys] said [usr] and do do can you tell me about pricing [sys] of course for a fixed visit it's [pii] including va t and that's [usr] or 80 [sys] [pii] 80 [usr] ok ok ok fantastic if i have a few things for them to do they can they can crack on with it [sys] that would be sorry and what was the problem again just i can add that to the notes for them [usr] well all of the drains in the house seem to be going really slowly and then i noticed the one in the gardens walking i just think there's a block somewhere that's slowing everything down i don't know what's going on [sys] would you say outside [usr] i just wanted to get them there's one outside and then it's the it's the bathrooms are and and the kitchen it's all they're all just i don't know i think they all need i'm looking at and telling me what to do or having something done cleared through i've i moved out of the house and husband has done nothing for ex-husband has done nothing for two years and nothing's working now [sys] i see what was your name sorry [usr] my name's [pii] [sys] [pii] all right that is booked in for tomorrow the engineer will contact you around half an hour before just to let that he's on his way [usr] ok that's great [sys] right [usr] thank you [sys] no worries perfect thank you bye [usr] cheers bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plumbing services press two or if did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're through to [pii] at dino how can i help [usr] i'd to book an engineer please [sys] ok do you have a british get home care policy or would you be looking for a one off engineer [usr] it's a one off engineer [sys] and what's the issue that you're having [usr] we've got a a drain that needs unlocking outside the house [sys] is there anything overflowing from the drain at the moment [usr] no we've put rods down and we can't clear it we think it might be out on the road but the chamber weather is full and we can't [sys] right [usr] unlock [sys] ok [usr] it [sys] ok and is this your home address [usr] it [sys] that you [usr] is [sys] live [usr] yes [sys] at ok we can have look at sending somebody out but we can only assist with any blockages on your boundary within your boundaries [usr] right ok [sys] anything that leads onto the share drain usually falls under the local water boards responsibility [usr] right [sys] it's just that you say you think it might be out on the road [usr] well we've put [pii] down and we i don't know how far they've gone [sys] i i can arrange the number to attend but as i say we can only unblock anything on your on your property boundary ok [usr] ok what's the call out charge [sys] the call out is free of charge [usr] right [sys] we only charge for the work that is done [usr] right [sys] the price to unblock the drain starts from £180 monday to friday between eight and six and if you do go ahead with the work you would pay directly to the engineer on completion by cash or card [usr] ok [sys] let's have a look then can i just take your postcode please [usr] sorry i thought i'd come through with the local number i phoned the local number it's [pii] [pii] [sys] and the first line of your [usr] [pii] [sys] address just one moment there we go and your name as [usr] missus [sys] well please [usr] [pii] [sys] and your contact number [usr] [pii] [pii] [pii] [sys] any vulnerabilities or health issues at the property that we need to be made aware [usr] no not [sys] of [usr] at all [sys] just bear with me one moment [usr] ok [sys] i'm gonna [usr] thank [sys] see [usr] you [sys] if we can get somebody else my god it's just loading [usr] i did try and do this online but he wouldn't accept it it kept saying wait a moment wait a moment and er didn't accept [sys] i'm [usr] it [sys] not sure why that is [usr] no [sys] we can get you booked in for tomorrow morning between eight and one [usr] between eight and one ok the guy comes out is free to come out and look at it and if if he has to if he [sys] well we don't charge for the call out itself [usr] right [sys] we only charge the work that is done the price i've advised is to do the unblock i i if you want him to have a look to see what he thinks is the issue is sometimes they can charge for an investigation fee depending on what's involved [usr] ok how much would that be [sys] we don't hold any pricing here the engineer confirms it all before he goes ahead with it [usr] right ok he would say to us how much it would be before he does it [sys] if you just ask him that if you tell him the situation he'd be able to take advise your best on site [usr] or or if he [sys] depending [usr] thinks it it [sys] on [usr] is [sys] where [usr] not on our property [sys] he he should be able to or he might say he needs to have a look and it will cost this much to check through your drains to to see whereabouts it falls and the reason why we always say ring your local waterboard if you think it's outside the boundary is because if there's a blockage leading on your property but the actual blockage is on the local water board drain then if you think it's on that shared drain you can still be charged for the unblocked co we'll be clearing your part of it on your boundary [usr] right and then we would have to ring the water board and get them to clear the rest of it or [sys] i'll be honest until somebody comes out it's just with you saying that you think it might be towards the road [usr] right [sys] it's [usr] ok [sys] difficult [usr] alright [sys] to say without [usr] i have [sys] you [usr] no [sys] know [usr] idea [sys] i i [usr] i'm picking i'm picking your brain ok we'll wait for the guy to come out [sys] the best thing is to get somebody out there just let him know that you want to confirm exactly what's going on before he goes ahead with any work and clear up any any cost involved [usr] yes [sys] as i say there's no charge for the call out it's just when he begins any work or investigation he can apply a charge then [usr] ok lovely all right then thank you very much and we'll see somebody tomorrow morning [sys] no problem thank [usr] ok [sys] you [usr] thank you bye [sys] have a good day [usr] you [sys] bye [usr] too bye

0Appointment / Booking

[usr] bye [sys] thank you for calling dina road our calls are recorded for training and monitoring purposes please choose from one of the following options press one for a new blockage or service inquiry press two for an existing or completed service press three for accounts press four for reception if the extension number you are calling please enter this now [usr] that [sys] hello this is speaking how can i help [usr] hello there my name is [pii] i was hoping to inquire about your services in [pii] we have had a string of guys out trying to fix a problem through the tiers we have multi bathrooms with 22 soil lines from the house on one of the sides of the house there's a downstairs toilet and there's an upstairs toilet both of which have made a problem and the issue they've been rotted and flushed outside before which [sys] yes [usr] hasn't really solved the problem i think the issue may be in the the soil stack between the two bathrooms [sys] ok i [usr] do [sys] understand i understand [usr] you have cctv camera that you can put through to identify it or is there any way of investigating further to [sys] we [usr] see if we [sys] do [usr] can get [sys] we do [usr] a [sys] but but now now i i am not too technical you probably might need to give you a call back because [pii] off today but [usr] ok [sys] i don't think that the cctv will go down the down the soil stack i i wouldn't imagine now but but what i can do certainly if you just want to give me some details i'll i'll send a email to just for the to give you now he he's covering up today because [pii] off and i know we've had loads of calls from the weekend and today that he's still getting through now he [usr] ok [sys] will get back to you but but i if i'm totally honest i couldn't say it's going to be in the next hour i couldn't send it in the two hours because he's he's still going through call backs at [usr] no [sys] the [usr] that that [sys] minute [usr] that that's the problem it's just i i won't be able to take calls tomorrow but it will it be at some stage today do [sys] ii i [usr] you think [sys] don't [usr] you live [sys] know he he he he might or or maybe what i could do is certainly what may be easier sir is to make sure he gets back to you that he doesn't miss it is even if i give you his email address you can send him an email [usr] certainly [sys] and you [usr] certainly [sys] know just explain him what it was and then he can he he he can certainly come back now hold on and i'll get his email address with you what he's on and you can send it to [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] tell [usr] he [sys] me [usr] didn't [sys] this did you say we were right a few times before [usr] no it was it was it was another guy from of the belfast train of walkers and they had it was the outside they had flushed [sys] all right [usr] to put pressure [sys] ok [usr] washers up and they completely cleared it and it made a bit of a difference but the issue is that the downstairs toilet doesn't really clear properly and the toilet up above it when you flush it there's almost a suction noise and the water goes crazy it looks there's an air lock somewhere and there's [sys] right [usr] a blockage [sys] ok [usr] and i think it might be between the two toilets the the doing which is an internal soil stack the in the house [sys] all right ok i understand i understand no send send him through email there to see maybe if he can he he he can be sure i thought it was it was out before but know what send him a message through and see see what he can he can do for you [usr] can [sys] he'll try [usr] i can [sys] and get back to you [usr] i can [sys] as soon as he [usr] ask [sys] can [usr] you if can i provisionally book a is that ok for me is there any possible have a slot next monday any time next monday no [sys] what you do put that in put that in the email form because he he organizes and then he'll be able to give you a price and he'll tell you when the availability is for it as well then he does if it's if it's something that we can we can certainly do because see for the soil the soil tax and things that there i don't know whether we can is an apartment block is it [usr] no no it's it's a it's a townhouse [sys] is it all right ok all right ok send send him a message and then just on that and just say listen you're looking to see if this is something we could do and when can you fit us in and give us a price and then he'll come back to you and tell you when i can fit you in and and and and the price in for it [usr] she [pii] [sys] [pii] that's the [pii] [usr] super thanks [sys] all [usr] very [sys] right [usr] much [sys] sir [usr] for your help [sys] not [usr] cheers [sys] a problem thank you ok [usr] bye [sys] bye [usr] bye [sys] bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you've reached [pii] reserve speaking how can i help [usr] hi good i tried to book a nine but it to me i i can i spend 10 minutes doing it [sys] sorry i can't hear you [usr] that's all right i have a couple of pipes which are blocked with chalk debris and i'm hoping you can help please [sys] ok the the line is not very clear [usr] well i can't make it any clearer [sys] that's a little bit but can i take the postcode of the address please [usr] bravo [pii] [pii] [sys] and the first line of the address please [usr] [pii] cottage [sys] and is it a residential property [usr] yes he is [sys] any home care cover with british gas [usr] no [sys] what was the name of the cottage sorry [usr] highfields cottage [sys] thank you can i take your first name please [usr] [pii] [sys] and surname [usr] [pii] mother [pii] er [sys] and a contact number please [usr] [pii] [pii] [sys] thank you and whereabouts is the blockage inside or outside [usr] it's outside in two pipes that feed a fish pond [sys] is anything overflowing at all [usr] no no it's not it's not a live five [sys] ok and do you have a toilet that you're able to use [usr] it's not connected to the toilet it's connected to a pond nothing [sys] ok [usr] to do with the domestic plumbing at all i've got seven toilets [sys] ok [usr] as it happens and they all work [sys] no worries ok just to make you aware our next availability is next week [usr] ok [sys] is that all right [usr] well it'll have to be it's online it gave me a choice of tomorrow et cetera [sys] no i i i'm not sure how there's no call out charge they'll come out and have a look and see what the issue is [usr] ok [sys] the starting price between eight and six monday to friday is 100 and £80 which includes va t [usr] right but you'll come out and someone would say whether you can do anything [sys] they'll come out and have a look and see what the issue is first [usr] ok then [sys] but that's not minimum cost [usr] ok [sys] i any additional cost they let beforehand and they take payment on completion cash or card is that ok ok the next availability is tuesday next week [usr] but it will have to be tuesday next week [sys] ok between eight and one and they'll call you before arriving it's all booked in for you [usr] ok thank you very much indeed [sys] all right take care thanks [usr] thank [sys] bye [usr] you [sys] bye [usr] bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're speaking to [pii] at and how may i help [usr] hi there mate er we've just taken on a property and we're doing some refurbishment in it and we've got a problem with a drain it's an old cafe and it's got a drain in it which collects all the fat from the from the old calf and [sys] right ok [usr] and i just need it cleaned out cos it's [sys] all right ok we can raise the top of that this is this going to be a rental property then [usr] no it's a it's just one that we own and we're just refurbishing it it's an office [sys] i see ok it's just commercial do you have any british gas cover for plumbing and drains [usr] not [sys] for that [usr] there [sys] property [usr] no [sys] no ok can i take your post code there [usr] ok i don't know the post code for the but it's right adjacent to this one [pii] [sys] and is the billing address the same as the site address that's fine and what's the first line of the address there [usr] that'll be [pii] [sys] i've got my legal services if that's it [usr] that's it we bought the building next door i mean there are wall is now well it doesn't matter it it next door [sys] ok that's fine and can i take your name [usr] [pii] or [pii] [sys] and your surname [usr] ms [pii] [sys] and a contact phone number [usr] the best one probably will be [pii] [pii] [sys] right [usr] we got [sys] and [usr] a computer [sys] you fell as sure you fell as sure the trains are blocked up with fat [usr] i don't think they're blocked it's just that there's where the fat was from the cafe was going into a pit the pit is there it's just full of water and fat and all the rest of it and then if you open up the secondary drain man or cover [sys] got [usr] it's [sys] you [usr] not clear it's there's there's water in it [sys] that's ok [usr] i think it just needs a a pump a pump out and then just a baby aaa jet wash i think [sys] right ok [usr] i'd do [sys] well we'll [usr] i was gonna do it but i was my missus has just said you're not taking your pump down there that's that [sys] right ok well we'll send someone out to have a look at it see what they can do it's a free call out they'll let what the charges are when they get there well what [usr] do [sys] will [usr] when they're [sys] happen [usr] gonna be [sys] is [usr] there [sys] the local office will give you a call and they'll arrange [usr] all right [sys] to schedule somebody to come out to it and then they can advise you on charges and how you can pay et cetera [usr] ok all right no worries ok [sys] anyone with any vulnerabilities at the address [usr] vulnerabilities well there's a question [sys] disabled [usr] no [sys] ill or elderly [usr] no [sys] just check the availability for that area [usr] cos we've got computers going in out on wednesday [sys] all right ok it does seem to plenty of availability i'll put this through for you the local office will give you a call because i'll give you their phone number and you can always ring them and chase this yourself [usr] alright [sys] their phone number is just find it just confirming their phone number mr [pii] is [pii] [pii] [pii] and the reference for this job is [pii] [pii] they close at five o'clock today i mean you can give them a ring now if you quote that reference number to them and ask them when they'll be able to get out to you and it's all in place [usr] ok alright ok much appreciate it i'll give him a bell now [sys] absolutely [usr] then [sys] that's great thanks very much for your call [usr] ok thanks [sys] cheers [usr] all [sys] bye [usr] right cheers thanks cheers bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi how can i help [usr] hi i wanted to arrange for someone to come and we've got a problem with the drone outside the house which is is unblocking [sys] i'm sure you've got blocked external drains [usr] correct [sys] is it overflowing sewage [usr] i don't think no i think it's a problem with a neighboring house which has a sink thingy which drops bits of food in it and it's got it plucking it up [sys] ok is this regarding a domestic property or commercial [usr] domestic [sys] ok can i take your first and surname please [usr] first [sys] sorry [usr] one [sys] the post code [usr] postcode [pii] [pii] that's true [sys] we've got [pii] [pii] [pii] [usr] [pii] [sys] ok do you have british gas cover for your plumbing and drains [usr] do you have what [sys] but it got home care cover for your plumbing [usr] no [sys] and drains [usr] no we don't sorry and just [sys] no [usr] to check the address [sys] ok [usr] it was sw sugar [pii] [pii] quebec [pii] have you got that ok [sys] that's that's the one that i've got [usr] right [sys] ok and you are able to use the toilets is that correct [usr] yes [sys] co based on what you've described to me the soonest as soon as we'll be able to get an engineer sent out to you will be on wednesday now we don't have a call out fee regardless of which day or time the engineer turns we don't charge customers for the engineer coming out to the property but once they do they'll carry out an assessment they'll let what the issue is as well as a quote [usr] right [sys] you'll then need to agree to the quote for the engineer to then start [usr] sure [sys] the work as it's payment upon completion cash or card [usr] fine [sys] and for during the week monday to friday within office hours 8 a.m. to 6 p.m. starting price for an unblocking is 100 and £80 and that's va t included [usr] ok [sys] is that something you'd to go ahead with [usr] yes please thank you [sys] ok can i take your first and surname please [usr] her first name is [pii] [sys] [pii] [usr] [pii] the last word is sorry last name is two words [pii] [pii] [sys] ok your mobile number please [usr] it's [pii] [sys] no no your mobile number [usr] sorry [pii] no i've had a mental blank [pii] [sys] i've got [pii] [usr] that's it [sys] first line of the address please [usr] [pii] [sys] right anyone at the property that's got any vulnerabilities we should be made aware of [usr] sorry i couldn't hear that [sys] any vulnerabilities we should be made aware [usr] the vulnerabilities [sys] of [usr] that no sorry not that i'm aware of no sorry [sys] ok [usr] the connection [sys] no worries [usr] is really [sys] just [usr] bad [sys] no worries just bear with me a moment please [usr] right [sys] right ok unfortunately your local office only has availability for next monday [usr] what next what a week from today [sys] it a week from today [usr] ok well if we can book that in presumably we can cancel it if we manage to solve the problem before then [sys] exactly that would be an all day appointment meaning in the en meaning the engineer will give a attend any time between 8 a.m. and 6 p.m. and they'll give you a phone call once he or she is on route [usr] once they're en route not before [sys] not before no it'll only be once they're en route [usr] ok that's fine [sys] great [usr] if [sys] that's [usr] you if you could go ahead thank you [sys] that's all booked in is there anything else i can help you with [usr] would you text me a confirmation [sys] exactly [usr] you will ok [sys] great [usr] thanks [sys] thank you [usr] thanks [sys] you're welcome take care bye [usr] right [sys] bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help good afternoon you're through to [pii] my name is [pii] how can i help [usr] hello [pii] i've got engineer booked up to come to my property today we managed to get home care cover can i give you my home care reference number as well [sys] sorry you've got have you booked in did you book him in before you had the home care [usr] yes what happened was we booked in but i don't know if if we can still use a home care number for that engine or do i have to cancel and we re book [sys] i think we have to cancel and rebook but if i get you through to british gas cos i'm not entirely certain [usr] ok [sys] what they'll do is if the if that is the way that the that's needed to be done they'll raise it on your british gas and then they should give us a call and we'll er get the other one canceled [usr] ok brilliant brilliant [sys] bear with me two seconds i'll get you through to the home team it shouldn't be a problem should be able to do if you've got the cover now [usr] thank you [pii] i appreciate it sir thank you [sys] no worries alright here we go [usr] you [sys] dyno is the uk s expert repair service offering vast professional solutions to building maintenance did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hive and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a high thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too on a boiler that were 10 years old a new energy efficient boiler could save you more than 20% on your gas bills [usr] ok thanks [sys] think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter in the next fit [usr] it you say that no [sys] it's quicker and easier to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date [usr] ok [sys] did we can cover your home electrics kitchen appliances and plumbing and drains too ask us about upgrading your cover today have you checked your carbon monoxide alarm recently you can't smell or taste carbon monoxide it's important to make sure to test them regularly and to get your gas appliances serviced every year if you're not sure how to use all the controls for your central heating system just ask our engineer to talk you through them when we next visit [usr] a [sys] freezing pipes are one of the most common causes of boiler breakdowns in winter the best way to prevent this from happening is to wrap insulated materials electrical heat tape or fiberglass round exposed pipes to protect them if you've got a condensing boiler you can have a consulate [usr] i'll [sys] fitted [usr] be [sys] this is an insulated pipe that stops your boiler waste pipe from freezing which is one of the most common problems for our customers just ask our advisor [usr] i [sys] or one [usr] see [sys] of our engineers about getting one [usr] ok september 2023 [sys] thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need [usr] what is it i think [sys] did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hiver new boiler offers search british gas offers online or ask us today [usr] i [sys] at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes [usr] no problem [sys] want to save a few £100 a year on your energy bills ask us how a hive thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not [usr] i think [sys] hi there this is how can i help [usr] hello there yes i just got home care cover today from a british [sys] bear [usr] gas [sys] with me two seconds [usr] under my account can i give you the the contract number [sys] 911 0057 [usr] it's 911 0057 [sys] could you confirm [usr] [pii] [sys] the name of the first line of the address for me please [usr] [pii] [pii] [pii] and it's [pii] sorry [pii] [pii] [sys] ok how can i help with this one [usr] we already booked our engineer from but i'm hoping that we can book it under the home care because we booked the abs as a little we got a ceiling leak from the bathroom upstairs and we booked it and they said we got home kick over at the time but we got we didn't have home kick out at the time [sys] ok [usr] we brought engine [sys] if [usr] anyway [sys] you can you [usr] they go it might be [sys] create [usr] well worth it if [sys] an appointment [usr] you can see [sys] through [usr] if [sys] dino [usr] we can get this one the [sys] prior [usr] british gas anyway [sys] to having [usr] have [sys] home [usr] you got a home [sys] cover [usr] care cover [sys] ok you would need to cancel your dino appointment first or manually [usr] that [sys] i can't [usr] that's [sys] get into [usr] correct [sys] any account that's not dino linked now your [usr] ok [sys] account is dino linked we can get you booked in now the question for me is when is your [usr] ok [sys] appointment booked in for for dino [usr] ok [sys] they haven't given you a time ok [usr] they haven't given us a time [sys] ok let me give me two seconds [usr] no i [sys] let me just [usr] i would say [sys] go [usr] ring us before [sys] and it's seven [usr] they come [sys] close [usr] to our house anyway [sys] ok ok let's just have a quick look i'm just looking at the work orders [usr] that's correct sir that's right [sys] ok i've got an appointment booked through dino for seven gallagher close for tomorrow let's have a look for the 18th which is 18th today is it [usr] that's right [sys] yes [usr] tomorrow [sys] i've got one in for today would that be correct ok [usr] that's right [sys] ok i'm just double checking how this is ok [usr] that's [sys] cos you paid [usr] correct [sys] for this [usr] that's [sys] as well didn't you you haven't you haven't paid yet ok i'm just [usr] no [sys] sorry [usr] haven't [sys] i'm [usr] paid [sys] just [usr] yet no [sys] trying to work out what what's gonna be the best [usr] no [sys] way of doing it because the the thing is because you've got it on demand if you what let me put you through to the on demand team who deal with the the the problem is if because it's on demand and you've put a a thing on there saying that you'll pay for any work completed that's fine but then you've got a date already if i cancel if i do anything to cancel the appointment now you're not gonna have today's appointment it's gonna go disappear and then you'll get whatever's available next which could be in three weeks time [usr] hm [sys] i don't really wanna do that let me put you through to the on demand team who you spoke or who dealt with your first account [usr] four months [sys] and if you'd advise them [usr] no [sys] what's happened they'll be able to advise you exactly what needs to be done bear with me two seconds [usr] thank you thank you [sys] hello you're speaking to [pii] at how may i help [usr] that hello [pii] what what's happened is that we've booked engineer on demand from from you guys what what's happened is that we've got a a very big leak happening from our and what we did one of the gentlemen that [pii] said are we in home care and i said no we're all with british gas i got on to the home care and now i've become a home care member i rang up again and i spoke to someone from british gas and they said if i can speak to and put it under the home care if that's possible because [sys] you've joined [usr] it's [sys] british gas [usr] booked [sys] home [usr] out today [sys] care [usr] the next available appoint will be [sys] right [usr] a [sys] well they [usr] couple [sys] should have raised [usr] of days [sys] a job [usr] time [sys] for you when you spoke to them and if you joined it have they done that [usr] yes correct no what what what we the confusion is that we rang rod in the morning today and what happened was i spoke to a gent and he said are you with the home care team i said no i'll join home [sys] right [usr] care today [sys] ok let me [usr] but we [sys] well they'd have [usr] i put [sys] to do [usr] that [sys] that [usr] engineer [sys] but let [usr] that's [sys] me [usr] coming [sys] just [usr] out today as well [sys] check if there's [usr] i was hoping [sys] a can i [usr] that [sys] take [usr] we [sys] your [usr] could [sys] post [usr] put that [sys] code [usr] engineer under the home care if that's possible [sys] yes [usr] ok sure it's [pii] [sys] your name is [usr] [pii] [sys] and your surname and the first line of the address [usr] it's a [pii] [pii] [sys] we've [usr] it's [sys] got this [usr] seven [sys] job down [usr] gallagher [sys] but this [usr] close [sys] is down as an on demand job what i need to do is cancel this job and then you'd need to go back to home care and they'll raise a job for you i can transfer you through to home care but i'll have to cancel this job off if [usr] ok [sys] you want the job putting [usr] there's [sys] through [usr] no way [sys] home [usr] i can put [sys] care [usr] out over to the hotel [sys] cos this is an on the job the way it is at the moment you'd be paying for this but home [usr] ok [sys] care can raise a new job for you [usr] ok [sys] they've done that in fairness before it's ridiculous that they have done [usr] i can [sys] but [usr] ok [sys] ok let me get you back to home care just tell them that the the on demand job's been canceled and you now your home care member need them to raise a job for you ok sorry [usr] ok what was it what was the one [sys] no you should be able to do it over the phone with them i'll get you through to [usr] do [sys] them now [usr] we [sys] just [usr] have to [sys] bear [usr] book [sys] with me a second [usr] the internet or or on the app or should we do this over the phone ok no [sys] welcome [usr] no [sys] to [usr] problem [sys] british gas services [usr] -huh [sys] limited please enter your account number using your telephone keypad ignoring any letters then press the hash key [usr] i i [sys] just use your telephone keypad to enter your account number then [usr] fine [sys] press the hash key this [usr] ok [sys] may start with 85 [usr] just one second [sys] or 91 or if your account number includes letters please ok now without pressing any buttons on your phone sorry what's your last name please say your title and last name for example mr [pii] sorry try saying and spelling your last name for example [usr] miss [sys] [pii] [usr] the city [sys] please say your title [usr] i [sys] and last name for example mr [pii] please hold whilst i check your details [usr] missus [pii] [sys] in a few words please say the reason for your call you can say things my boiler [usr] plumbing [sys] is broken or to join home care in a few words please to help get you to the right place we'd [usr] i'll have [sys] to know why [usr] i'll have [sys] you're [usr] a look [sys] calling today what's the reason for your call about a problem with your plumbing is that right [usr] a plumbing issue [sys] about a problem with your plumbing is [usr] yes [sys] that right ok for security please say or key [usr] yes [sys] in your date of birth [usr] i [sys] avoid being glued [usr] 16 [sys] to your house [usr] 01 [sys] phone you can [usr] [pii] [sys] get the same support via whatsapp or text message on your mobile instead if that sounds good we can end the call now and send you a message just say yes to get started

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record call quality and training purposes dino is one of the [pii] leading plumbing and drain services from drains to burst pipes and bust boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote hello you've reached to [pii] at diner how can i help you today [usr] hello hi i have used your services before to unblock dw [sys] ok [usr] and i mean the we need we need we need we need the again to unblock well unblock he's not completely blocked but he is running slow [sys] yes or is it for a commercial or a domestic property [usr] domestic [sys] thank you and do you have british gas home care cover for your drones [usr] no [sys] thank you ok the cost for us to come out under the train monday to friday is 100 and £80 [usr] 100 [sys] 180 [usr] and 80 you went up since last time it was 100 and 40 last time [sys] it's changed now it's 100 and 80 [usr] i see is that va t included [sys] that it does include the va t yes [usr] ok you don't have any discount for previous customers [sys] we don't sorry it's just a saturday [usr] when can you come [sys] we can come out whenever you want us to [usr] i mean look i haven't got a choice really i mean just let me know if you can come this week or tomorrow [sys] ok [usr] maybe [sys] sure [usr] whenever it is convenient for [sys] and what's your postcode please [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] thank you and just confirm the name and first line of the address [usr] that's [pii] [pii] [sys] ok won't be a second ok and what's your best contact telephone number [usr] [pii] [pii] [pii] [sys] thank you ok can i just take your full name [usr] because is it it's not on your database does it come up on your database or not he doesn't [sys] hello there [usr] hello hi sorry i was just wondering if it comes up on your database my name is [pii] [sys] [pii] [usr] that's [pii] [sys] ok brilliant [usr] and the surname [sys] brilliant thank [usr] is [pii] [sys] you where was the blockage sorry in the property [usr] well it's in the kitchen after some time it tends to run slow [sys] is it the sink that's blocked ok can i just need to ask as well does anybody have any vulnerabilities that we need to be aware of [usr] as in [sys] anyone [usr] what [sys] anyone vulnerable [usr] you mean [sys] no [usr] no i mean [sys] anyone [usr] all elderly [sys] with any vulnerability [usr] people for [sys] no [usr] example [sys] ok [usr] no no [sys] all right won't be a second and you wanted us to come out tomorrow ok [usr] if you can it will be [sys] i [usr] brilliant [sys] can it will be an all day appointment but they will give you a call to let when they're on the way and just to let as [usr] ok [sys] well there's no call out fee but if the engineer carries out any work then you just have to pay on completion using by cash or card just [usr] could [sys] to let [usr] you repeat [sys] you have to [usr] sir [sys] pay on condition using [usr] is no [sys] cash or card all right that's booked [usr] that's [sys] in [usr] fine [sys] for you [usr] ok [sys] for tomorrow [usr] ok you said they will contact me do they give me any advance [sys] they'll give you a call to let you [usr] notice [sys] know what time they're coming in you're welcome [usr] ok [sys] thanks [usr] that's brilliant [sys] for your call [usr] thank you very much [sys] bye bye bye [usr] thank you bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's [usr] ok [sys] three i'm sorry did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning this is [pii] at dino how can i help [usr] we've got up this morning and we flushed a chain on the toilet and it started backing up in the bath and i told [pii] [sys] right [usr] wasn't coming up and i was just it it must be the drains need thingy and i was just wondering i if you got call out today and how much it cost [sys] right ok is it a domestic property where you live [usr] it's our house [sys] and do you have british gas home care cover [usr] do we have british cast what was it [sys] home care cover [usr] we know we don't have to call we have we do use this gas but we do have it it's lapsed [sys] that's fine for today the price for a block of property which includes the va p is gonna be about £255 [usr] it's gonna have to be done isn't it is it cheaper if it's on if it's not a holiday i said [sys] it is as long as it's [usr] how [sys] cheaper [usr] much [sys] on [usr] is the [sys] normal [usr] how much [sys] days [usr] the how much would it be on a normal day [sys] if it's on a normal day that isn't a bank holiday either you're looking at about 100 and £80 and that's only monday to friday [usr] we'll have to do it she said we'll have to do the 250 cos it's back [sys] right [usr] up too [sys] ok [usr] we can't go to the to and not until [sys] let me take some details we'll get an appointment booked in i'll be two moments [usr] ok [sys] let's go to our job booking and what's your postcode [usr] [pii] [sys] [pii] ok ok i'm just going on to our job booking page i'll be two minutes it's domestic property ok and what's the first line of your address [usr] [pii] [sys] [pii] ok is there anyone vulnerable at the property anyone with illnesses or disabilities [usr] no well if my mother-in-law's coming for christmas dinner she's she's got a bit of a bit of a thing but not much [sys] ok [usr] just old [sys] and [usr] it's [sys] w [usr] told me ok [sys] what [usr] come on [sys] and what's your full name [usr] my [pii] [sys] sorry and your surname how do you spell it [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] thank you and your best phone number for us to contact you on [usr] this [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] thank you do you have an email address [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [pii] [pii] and that was [pii] [usr] [pii] [sys] brilliant just going on to our job booking page two moments and is it your only toilet in the property [usr] is it what [sys] is it your only toilet [usr] yes she only told it [sys] only toilet when flushed is it sewage packing up into the bath [usr] i tried it was it w it wouldn't flush i tried to give it a little bit the got the mop out and tried to give it a push down cos it was not in there and as i started doing that it started back on the box to say at the back now it's all murky and horrible in both of them [sys] ok [usr] then when i googled it then it says it's likely that it's something stuck in the vein [sys] ok i'm just gonna get you booked in for an emergency appointment i'll be one moment any [usr] ok [sys] signs of sewage overflowing outside into the garden [usr] no i went out and had a look i can't see [sys] bye [usr] nothing [sys] bye [usr] anyway [sys] let's get you booked in then no the toilet right i'll book you for emergency appointment and they are any time now until six o'clock obviously all jobs booked in for today are emergency appointments we will be out as soon as we possibly can what i'll do as well is i'll keep an eye on the job as well just to make just to get an idea of how many of the engineers got in the area is that is that all right [usr] marvelous [sys] all right [usr] and [sys] we'll [usr] how much [sys] be out [usr] be [sys] as [usr] 200 [sys] soon as we possibly [usr] how [sys] can [usr] how ok how much will be 250 i got the money [sys] 200 [usr] 250 aj [sys] there we got 255 and that is including va t they can do car payments [usr] it's ok i've got cash [sys] all right [usr] all right cheers thanks a lot [sys] all right take care bye bye [usr] thank you bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully [usr] i'm listening [sys] we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call [usr] i'm [sys] will [usr] molding [sys] be transferred [usr] i'm molding [sys] to a customer service [usr] molding [sys] advisor [usr] it on me i'm old [sys] we record calls for quality and training purposes good morning you're through to [pii] my name is [pii] how can i help you today [usr] good morning can i have one out please [sys] pardon [usr] i have [pii] what out [sys] ok can i ask is this a domestic or a commercial property [usr] hang on what pardon carry on [sys] can i ask is this a domestic or a commercial property [usr] it's a domestic property [sys] ok and do you have british gas home care cover for plumbing and drains at all [usr] no [sys] no have you used i know before [usr] yes [sys] could i go through our prices with you before we start [usr] one [sys] i [usr] see [sys] start from 100 and £70 including va t that's monday to friday 8 a.m. to 6 p.m. after 6 p.m. it's from £212 as that's classed as out of our payment [usr] is this per hour [sys] no this is to get the drain unblocked and running free and clear for you [usr] right [sys] a payment would need to be made on the day after works completion by cash or card is that ok thank you could i have your post code the first line of your address and [usr] right [sys] your name please [usr] it's me [pii] [sys] [pii] [pii] [usr] [pii] [sys] [pii] [usr] one [sys] ok thank you and [usr] right [sys] the first line of your address [usr] well i live at [pii] but the job is at [pii] [sys] [pii] [usr] [pii] [sys] ok and can i have customer name please [usr] you better put my name down cos i got i'll be the one paying the bill [sys] ok [usr] mister [pii] [sys] mister [pii] thank you ok i'm just gonna put them details on the system please bear with me one moment and that's [pii] [pii] that's mister [pii] [usr] i live at [pii] [sys] right [usr] by [pii] [sys] that's fine and could i have a site contact number and contact name please [usr] well that i can't think of his name up there it's mister it's number phone number is [pii] [pii] [sys] [pii] [usr] [pii] [sys] [pii] thank you and i believe you have a blocked drain is that correct [usr] and can they put the camera up there for me [sys] i will put a note on [usr] fuck [sys] asking [usr] me then [sys] if they've got the luxi camera can they please have [usr] 10 [sys] a look for you yes [usr] cos it keeps blocking up and i watch trouble one way but the way it used to go it just keeps blocking up [sys] is the block drain outside and is it overflowing at all [usr] in the in the back garden no cos i've just been up there trying [sys] right [usr] to clear it it does overflow when it's completely blocked but i'll keep putting the worm through just keep a little low for it going out i can't push the the plunger through it won't go [sys] right that's fine i'm just putting a note on for the engineer i've put block drain outside in the garden and you've also asked if available could you please [usr] put the camera [sys] have [usr] up [sys] quick xy has this is ongoing issue ok [usr] well i'll stick i'll stick i'll stick the owner's head up there up there and let him have a look [sys] is there anybody at the property classed as vulnerable that could be affected by this issue no thank you [usr] no and in my wallet [sys] and does the customer have a toilet that they can use at the moment [usr] i was i was gonna walk up there and tell them what's happening and they i mean i've been up there it's only just come up above the the pipe work but i i can't get it i can't it won't go right down it never goes right down [sys] we [usr] anyway [sys] definitely need to get that sorted i can get somebody out this afternoon for you that'll be any time between one and six is that [usr] fine [sys] ok [usr] that's fine [sys] ok [usr] i'll walk up and tell the lady [sys] i'm just going to confirm that booking as soon as i confirm this booking you will receive a text message this will contain the booking confirmation [usr] you what [sys] it will also contain a booking reference number just in case you need to contact us for any reason and the engineer will also contact go on [usr] if you if you if you email it to me i can print [sys] unfortunately [usr] it off and leave it up the lady's [sys] we text [usr] house for her [sys] and let's see if i can let's just see if there's [usr] that's [sys] a way [usr] a lot [sys] i can send an email [usr] no it [sys] ok [usr] was just an idea that was all [sys] no unfortunately [usr] i can it off [sys] there's it's [usr] for [sys] only text message i do apologize [usr] ok that's alright [sys] ok and the [usr] that's [sys] engineer [usr] alright [sys] will also contact you when he's on his way to let that he's on his way as well [usr] right [sys] and that's all booked in for you [usr] ok then [sys] thank [usr] right ok [sys] you much [usr] right [sys] for your [usr] thank [sys] call [usr] you [sys] have a good evening take care now bye [usr] right [sys] bye [usr] thank you thank you bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year [usr] and then the train is for in and then the train is the government [sys] whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote dino offers a fast reliable service you can trust with fixed prices and no call out charges you can rely on us to get the job done [pii] speaking how can i help you [usr] hi i made appointment for the blockage drainage for next thursday i want to cancel that we already fixed that problem [sys] all right no worries can i get your postcode please [usr] [pii] [sys] [pii] [pii] [usr] [pii] [pii] [sys] [pii] and the first line of address please [usr] is [pii] [pii] [sys] can i get a number of it [usr] one minute i i need to check the number then kfq sorry because it's kfc [sys] ok [usr] [pii] [sys] p and what road is it [usr] it's for the train i booked appointment for next thursday [sys] ok [usr] i want to cancel that appointment [sys] right can i get your name and the best contact number [usr] name [pii] and [sys] ok [usr] number [sys] and [usr] [pii] [pii] [sys] [pii] [usr] [pii] [pii] [sys] right is there an alternative name or number that you may have used for the job [usr] no not really [sys] because it's a different name and number neh [usr] ok it's [pii] then mo [sys] me [usr] [pii] [pii] [sys] [pii] can i get the best contact number [usr] one minute because he's the one who booked it maybe [pii] [pii] [pii] [sys] perfect and you want me to cancel the appointment [usr] yes cancel that thursday appointment 28th of december i think [sys] right let me just check [usr] yes please [sys] well there's nothing for the 28 for december [usr] no i booked 428 [sys] you [usr] of [sys] have do you have the reference number with you the [usr] no [sys] dy [usr] we [sys] number [usr] don't have the reference number somebody came from your company to see that drainage but he said it's not a blockage it's something diff it's not water leaking he gave me a different number to make the appointment ce w turns or something [sys] ok but because i can't see any job for the 28th i've got to pop in the time now now that you called in to cancel it even if there wasn't an appointment i put in a note [usr] ok there is no appointment for [sys] no there's no appointments but i put it in a note that you called and you double checked it and you said don't come did you say on the 28th [usr] yes [sys] that we said that we were going ok [usr] 28 ok that's fine then [sys] ok no worries is there anything else i could do for you [usr] ok yes please [sys] all right no worries just for the evening bye [usr] ok bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to dino my name's [pii] how can i help you today [usr] good morning [pii] my name's [pii] from middlesboro district motor club we have a block and there's an emergency obviously in the gents [sys] ok no problem can i just clarify is this a domestic or a commercial [usr] it's [sys] property [usr] it's commercial [sys] and do you have any form of long term agreement with either british gas [usr] no [sys] or dina rod for plumbing and dr [usr] we do have british gas we do use british gas [sys] is that for plumbing and drains [usr] no no nothing for coming in dreams no [sys] no right no problem and have you used our service before [usr] water everywhere is that ohh yes but many years ago [sys] right what i will need to do is pop the details on the system this will get sent to our local office [usr] hm [sys] they will pick it up there and they will contact you to arrange for an engineer's visit at your convenience they'll also go through pricing with you is that ok [usr] how long will that be [sys] it shouldn't be long [usr] all right love [sys] the next question is can i just ask how would you be paying for any work undertaken on the day [usr] well either a debit card or bank transfer which [sys] that [usr] is [sys] that's fine thank you ok could i have your post code the first line of your address and the company name please [usr] that's [pii] [pii] [sys] thank you and the first line of the address [usr] it's [pii] motor club [pii] called the new one [sys] middlesborough [usr] motor club and district motor club [sys] and district multi club thank you ok let's have a look see just take a moment [pii] [pii] [pii] i'm just popping all the details on i can get this sent over to our local office for you it just takes a couple of moments i put on come on wake you wake you sorry could i have the street name again please [usr] [pii] [pii] [sys] call [usr] awake [sys] there we go [pii] i've [usr] right [sys] got it thank you it came up with a load of different streets there we go motor club [usr] that's true [sys] i got you far medals right and district matt's club ok and could i have a site contact name and site contact number this is who the local office will ring to go through [usr] i'll put your [sys] availability [usr] mind [pii] [sys] [pii] is that missus [pii] [usr] it's [sys] mister [usr] this [sys] [pii] [usr] is [pii] [sys] and could i have your best contact number please [usr] [pii] [pii] [pii] [sys] sorry you broke up then i got [pii] [usr] yes [pii] [sys] [pii] thank you sorry about that you broke up then for some reason [usr] has your message come through that might have interrupted us here [sys] right ok i'm just going to pop a note on for the engineer and then we can get this sent over for you we've got a blocked drain [usr] it's a men's er what do you call it [sys] causing [usr] and that [sys] men's toilet not dream ok [usr] was in [sys] and [usr] the car at the [sys] do they have another toilet that they can use [usr] no [sys] no and is there anybody at the property classed as vulnerable that could be affected by the issue [usr] no i don't think i hope not [sys] no [usr] they will [sys] thank [usr] have come busting [sys] you [usr] for for the way for a week [sys] right i'm sending that over now and i said the engineer the local office should be in contact shortly to go through the details [usr] are we [sys] with [usr] talking [sys] you [usr] about minutes [sys] it shouldn't be long [usr] ok [sys] at all [usr] love thanks very much [sys] no problem thank you much for your call have a good day [usr] you bye [sys] bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three we record calls for quality and training purposes good afternoon you're speaking to [pii] at british gas how can i help today [usr] good afternoon someone er tried to come in for an appointment to fix our pipes but we didn't hear them they left us a card with a job number and to to call them again [sys] all right ok i'm sorry that you've you've missed the appointment was that earlier today i take it yes [usr] can you repeat that one more time please [sys] -huh i'm just saying was your appointment due earlier it was earlier today that this has happened yes [usr] it was it was yesterday at 1:40 [sys] was she [usr] p.m. [sys] it was yesterday ok that's fine ok do you have your home care policy number it starts 91 just to i've got the details up for you [usr] no cos i called the lee before they said we had a home british british gas home care but i don't know what the numbers are cos my landlord [sys] ok [usr] told told me to call you guys for him [sys] all right ok to try and find the details if you you need to give me your post code can you give [usr] ok [sys] me your postcode and your house number please [usr] ok it's [pii] [pii] [sys] ok and the house number [usr] er [pii] [sys] it's two yes i'll bring up names first or sometimes it's not got all the names it might just say tenant just takes a few seconds and then just need to find the right one for you ok what's your name thanks [usr] my name's [pii] [sys] ok i don't think you're listed let me bring up there's there's five here i'll bring up the first one ok and we'll just see what address it brings up ok can you just confirm the address again [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] ok the first one's not the right one i'll just try the next one because it just brings up names or sometimes it just says tenant can sometimes all right i can see to i can see to [pii] here that's good what's the name of the town thanks [usr] the pardon name of the what [sys] name of the town the town or city what's [usr] [pii] [sys] ok that's great thanks i'm just gonna get the correct details up ok for the property just a few seconds ok ok and what what type of appointment was it was it for a diner rod was a plumber what what was the the problem then if you got a leaking pipe or [usr] i'm not really sure because the landlord set it up but it [sys] right [usr] was [sys] ok [usr] to check our pipe because we have a leak upstairs where the tap doesn't stop running [sys] right ok i should i should be able to see it in the system just bear with me thanks i'll check the job history thanks just takes a few seconds for everything to download [usr] it's ok [sys] you too bye ok she's maybe she's booked it through sorry i shouldn't say that maybe the person booked it through the details i mean i can book an up as a tenant i can book an appointment because there is a policy there and i can book an appointment [usr] ok [sys] for that i don't see an active job and when i look in history but i'm doing it under [pii] did she it was to fix pipes and you just need to tell me what's happening then i can get the correct appointment for you [usr] the we have a sink upstairs and the the [sys] ok [usr] white tap doesn't it doesn't matter how hard you tight it the water just keeps going out flowing [sys] i can [usr] out i think it might be a loose something loose in the pipes [sys] there's a tap you can't switch off right ok [usr] and that's [sys] and -huh the sink is that is it a bathroom no sink [usr] it's just a toilet [sys] it's a it's a just a toilet with a wash and basin is that correct [usr] yes [sys] ok sink toilet ok and is it the cold or hot water or is it a mix or tap [usr] it's it's the cold tap [sys] it's a cold one ok and was there any other problems or is that the main problem [usr] that's that's the only problem [sys] right ok bear with bear with me i just need to put information in and then the system will then excuse me bring up what's appropriate for it ok [usr] thank you [sys] thanks sounds you've got a bad cold [usr] i do [sys] this is this [usr] it's [sys] is [usr] been [sys] the time [usr] going around [sys] this is the time of year when it starts two ok it's it's leaking into the plug hole of the sink the water is draining away yep ok ok and just bear with me ok i'll just take some information system excuse me the system's just going to show me what availability there is [usr] ok [sys] there's no availability today but there's availability tomorrow thursday and on friday on thursday there's afternoon which is 12 to 6 appointments on friday there's morning or afternoon but the morning does go from eight till one and then the afternoon is 12 to 6 would any of those [usr] can [sys] two suit you [usr] can we do the friday 12th to 6 please [sys] sure [usr] thank you much [sys] no not at all i'll just get this fully booked for you and are you the best contact person i need to put in someone's name and their phone number for the engineer is it yourself [usr] you could put myself you could put [pii] as the [sys] ok i think i was ok at [pii] and there for de is that [pii] or have i spelled it wrong [usr] that's [pii] [sys] [pii] ok sorry about that [usr] that's ok it's a weird name [sys] no no it's just good good if i could spell everything unfortunately i can't is the best contact number the one you phoned through today that ends [pii] your mobile [usr] what was it that that's the best one [sys] i'll add that to it [usr] thank you [sys] that seems it's just updating and then i'll confirm it for you [usr] ok thank you [sys] ok that's all booked and it's for friday the sixth of october that's this friday and it could be any time between 12 o'clock and six ok [usr] thank you much thank [sys] ok [usr] you [sys] thanks hope you're feeling better soon then ok [usr] thank you thank [sys] hey [usr] you much have a nice day [sys] you too take care bye bye [usr] you too bye bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're through to how can i help [usr] hi there yes i've got a problem with a blocked loo and it might be the septic tank and i was just wondering what your call out fee is to go and have a look and to assess the situation and to sort it out if we need to sort it out just a few rough guidelines you've done some work for us before up at the merton farmhouse [sys] right is this regarding it before i give you all that information i would need to ask you a couple of questions starting off with if it's regarding [usr] who [sys] a domestic property or a commercial [usr] domestic [sys] do you have british gas home care cover for your pulling and drains [usr] we do have british no [sys] ok [usr] we don't we have gas but we have someone else it's lp g does that count [sys] no [usr] as gas [sys] that's nothing got to do with the home care cover with british car can i take the postcode [usr] ok that's [sys] just to check if the [usr] it's [pii] i think [sys] [pii] [usr] i'm [sys] [pii] [usr] gonna two closets i'm just gonna go and check that because that's the property the road and i think it's the same but i just need to check that ok carry [sys] right [usr] on with [sys] that's [usr] the questions [sys] all the questions i needed i've confirmed that the local dial office in your area are taking appointments in regards to the price we don't have a call out fee we don't charge cus we don't charge [usr] right [sys] customers for the engineer coming out to the property but once they do they'll carry out an assessment they'll then let what the issue is as well as a quote you have to agree to that quote for the engineer to then start the work as it's payment upon completion cash or card and for during the week monday to friday within office hours 8 a.m. to 6 p.m. starting price for one [usr] yep [sys] unblocking is 100 and £80 and that's va t included [usr] and is that 100 and £8 to [sys] yes [usr] unblock [sys] that's [usr] and [sys] a starting [usr] see [sys] cost [usr] what's [sys] is [usr] going [sys] 100 [usr] on [sys] and 80 [usr] and and does that mean you can put a little camera down and have a look [sys] no [usr] and see if there's [sys] a [usr] anything [sys] camera [usr] sinister [sys] would be a completely [usr] going on [sys] different appointment that would be cctv survey [usr] ok all right can we book that in please and that is the correct postcode [sys] right ok can i take your first and surname please [usr] ok well i [sys] ok [usr] am the landlord the bills will all come to me my name is [pii] and my last name is [pii] [sys] [pii] thank you [usr] [pii] [sys] and your mobile number please [usr] it's [pii] [pii] [sys] i've got [pii] ok and the first line of the address please [usr] ok it's [pii] that's mu [pii] on new word [sys] anyone [usr] burn burn [sys] at the property that has any vulnerabilities [usr] and then cottage [sys] we should be made aware of and is there another toilet on the property that you can use [usr] no [sys] no ok that's fine ok that would mean [usr] no [sys] an engineer would attend [usr] no [sys] today any [usr] the urgent [sys] time between now and 6 p.m. and they'll give you a phone call once he or she is on route and i'm assuming you can liaise with the tenant [usr] ok well yes i will liaise with the tenant can i give you the tenant's [sys] to [usr] telephone [sys] let them [usr] number [sys] know [usr] because [sys] that [usr] i want [sys] the [usr] you [sys] engineer's [usr] to speak [sys] en [usr] to [sys] route [usr] them directly [sys] ok just bear [usr] you're [sys] with me [usr] you're [sys] a second [usr] on your way yes definitely [sys] ok can i take the tenant tenant's mobile number please [usr] ok i'm just bringing that up [sys] yep [usr] ok her number is [pii] [sys] yep [usr] [pii] [pii] [sys] we've got [pii] [usr] [pii] [sys] [pii] ok [usr] that's right and she's [sys] ok i'm [usr] called [sys] gonna [usr] [pii] [sys] go ahead and confirm that in [pii] [usr] can we have [sys] you [usr] that [sys] will [usr] as [sys] have [usr] as [sys] to [usr] possible [sys] wait until [usr] as it's [sys] the engineer [usr] an emergency [sys] gives you a phone [usr] because [sys] call [usr] there are two people [sys] that you [usr] and [sys] know [usr] there's [sys] that [usr] only [sys] he or [usr] one [sys] she is [usr] loo [sys] on route it'll just be a matter of waiting but it is booked in as an emergency [usr] ok [sys] right but [usr] that's super [sys] yes you'll be [usr] right [sys] sent [usr] thanks very [sys] an [usr] much [sys] invoice [usr] and [sys] or a receipt [usr] when the job's done do i need to pay by card [sys] great [usr] immediately [sys] you're welcome [usr] that's fine that's fine super all right that's [sys] no [usr] great [sys] worries [usr] thanks much [sys] thank you [usr] any [sys] for calling [usr] problems [sys] take [usr] give me a [sys] care [usr] call [sys] bye bye [usr] or give [pii] a call give lean a call it's easier just deal with her directly ok thank you much all right ok bye bye

0Appointment / Booking

[sys] your call is now first in line and will be answered by the next available representative your call is now first in line and will be answered [usr] for [sys] by [usr] fuck's [sys] the next [usr] sake [sys] available representative [usr] ok i'm in a queue [sys] dino plumbing how can i help [usr] hi i was just inquiring about getting a storm drain unblocked our our business property [sys] yes [usr] here just inquiring as to when you could do that the price [sys] ok [usr] please [sys] what was your postcode and i'll transfer you over to my drainage department [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] perfect and that was [pii] [usr] that's right [sys] what was the what was the business please [usr] js tip a higher limit [sys] tipper hire [usr] js [sys] no problem i'll transfer you over to my drainage department [usr] ok [sys] thank [usr] that's [sys] you [usr] brilliant [sys] thank [usr] thank [sys] you [usr] you he was extremely unprofessional i want what sorry ok i ring up what's supposed to be the drain number and then they're i will transfer you to the drain department what the fuck have i rang well i ain't rang the painting [sys] hello [usr] department [sys] you've been pass [usr] have [sys] through drainage [usr] i [sys] team how can i help [usr] hi my name is [pii] till i don't know if the lady give you any information [sys] she just [usr] did [sys] said [usr] she [sys] you've got a block storm drying [usr] it's about 100 m drained down the driveway to to the yard we're just looking to get a price to get that to get that sorted out please [sys] right would you be able to send photos of what you've got [usr] we can get photos it's just a ditch isn't it [pii] it's just a ditch there's a gully in the drive and there's a gully in the drive and it's backed up and the pipe runs to the ditch it just needs unblocking [sys] ok for us to do for us to do that on an hourly rate it's 100 and £75 for the first hour and £60 per half hour thereafter obviously plaster dreaded [usr] ok just bear with me what did you say 100 and 70 [sys] the [usr] for [sys] trouble [usr] the first [sys] is ii i if [usr] hour 100 [sys] if it's 100 m in length i would have to we would have to make arrangements to have for the engineer to carry extra hose on him because the vans don't have that they they're restricted to about 70 m i think [usr] ok just bear with me one second [sys] no worries [usr] ok buddy [sys] hello there [usr] hello that that'll [sys] perfect [usr] that'll be fine [sys] no worries the question is when can i get somebody out to you [usr] that would be that would be my next question [sys] let me have a look [usr] what in in about [sys] i'm [usr] two hours [sys] i'm looking i'm [usr] or [sys] i'm looking at friday [usr] friday [sys] friday [usr] look at that that's fine [sys] if i can get [usr] that's [sys] there [usr] fine [sys] sooner [usr] buddy [sys] i will and we'll just give you a call [usr] if you can get there soon because there's a neighbor down the road and she bought a house that's sits below the level of the thing it constantly floods we're trying to keep her as happy as we can with she apparently she's out there now with [sys] dear [usr] the pump [pii] just said [sys] i mean i'll i'll be [usr] well [sys] i'll [usr] that is [sys] i'll [usr] that [sys] be [usr] is what [sys] i'll be [usr] it is [sys] i'll be [usr] but [sys] looking [usr] you [sys] at i'll [usr] know [sys] be looking at [usr] the [sys] friday [usr] sooner you [sys] but [usr] can [sys] i'll [usr] get [sys] see if [usr] there the [sys] i can [usr] better [sys] get there sooner i'll [usr] you [sys] give [usr] know [sys] you [usr] if [sys] a call [usr] it can be done [sys] and [usr] sooner [sys] sort [usr] great [sys] of [usr] if not [sys] get [usr] then friday [sys] that booked in but let's say friday is looking at the moment [usr] please have [sys] now if [usr] you got the office [sys] i can take [usr] number [sys] full [usr] or [sys] details [usr] do you want me to give you that [sys] i'd need a contact name please sorry contact name and [usr] [pii] [sys] the surname [usr] that's me [pii] [sys] [pii] [pii] and the full address [usr] sorry [pii] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] it's it's it's right next door to morley football club [sys] right [usr] v morley [sys] and a contact [usr] village [sys] tele [usr] hall or whatever it's the road that runs up the side the contact number is [pii] [pii] [sys] [pii] and the company name [usr] js [sys] js [usr] tipper higher limited [sys] tipper and obviously that will be payment on completion is that ok excellent it's poc [usr] that's fine [sys] 175 60 plus the credit [usr] to [sys] ok i'll get all that can i just take an email address to send any report on to should we need to [usr] it's info info at the thejs [pii] [sys] [pii] [pii] [usr] [pii] [sys] [pii] and i said [pii] which [usr] see the [sys] right no worries i'll get all that booked on the system for friday and the engineer will give you a call when he's on his way all right cheers thanks now [usr] ok [sys] thanks bye [usr] my man appreciate [sys] bye [usr] that thanks a lot [sys] you too cheers [usr] all [sys] bye [usr] the best [sys] bye [usr] mate have a good christmas bye bye bye bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes you're through to my name is how can i help [usr] hi i'm calling because i have a blocked drain my bathtub is blocked and it's bringing up sewage i called yesterday but i was i don't think i have any appointments available they said to call again today [sys] ok what's your post code please [usr] [pii] [sys] [pii] and the first line of your address please [usr] [pii] [sys] ok bear with me give me a second i'm just waiting for my system to load up [usr] don't worry [sys] [pii] did you say [usr] 100 and 10 l [sys] l as in lima ok let's see one second let me just make that capital it's obvious to them right and what's your name please [usr] [pii] my surname is [pii] [sys] have a quick second can you spell that surname for me again sorry [usr] [pii] [sys] ok no problem and what's your what's your contact number please [usr] [pii] [pii] sorry mood sorry it's [pii] [sys] [pii] ok bear with me two seconds right is there anyone vulnerable within the house [usr] what do you [sys] from a medical standpoint do you have do you have anyone who who have any issues where maybe they they they limited they have to maybe go upstairs to the upstairs they can only use the downstairs toilet stuff that [usr] we only have one toilet anyway it's a flat [sys] ok alright right in the key and you said you have no cover with british gas for your plumbing and drains [usr] no [sys] ok is it the toilet that's blocked or what what exactly is the issue that you're experiencing per se [usr] it seems to be the bathtub and sink in the bathroom is blocked because if you run the tap in the sink water comes up in the bathtub [sys] ok i'm assuming this is the the sink in the bathroom it it ok [usr] the toilet's ok [sys] and you said every time that there was sewage coming up through it [usr] there's loads of skunk and black stuff coming up [sys] right see i'm just looking for a time slot ok i don't know if my colleague discussed prices with you yesterday [usr] he says for an emergency it was £212 [sys] but because today is a sunday it will be 2 to 62 to 4 sorry because [usr] they be [sys] today is now a sunday [usr] it'll be £240 [sys] i go 224 224 [usr] ok ok [sys] during during the week it obviously goes back down to 1 70 i can book you in for today or tomorrow which is your preference [usr] today would be good [sys] ok no problem bear with me a quick second let me just pull this up all right ok i've booked you i've booked you in now just pay attention to your phone as the engineer will call and give you a text prior to arrival [usr] do you know what [sys] just bear [usr] what time they will be coming [sys] it's about two o'clock now usually during the week it's usually a 1 to 4 hour window they can come anytime between then but because it's a sunday it may vary if if he's running late he will call you to update you and let that he's running slightly late or he could just make it as soon as possible especially if the engineers around the area because it's a sunday then there's not as many engineers on it will the time is a bit but it is booked in for today that someone [usr] mean [sys] will come that won't be an issue [usr] just because my partner and i called yesterday and they said someone was gonna come and then they canceled and then booked it again for monday i wonder i have the reference number should i cancel the monday day [sys] bear with me a quick second what is the reference number please [usr] dywo 3441675 [sys] i can one second building let's try and see that one that that one is still on what i'm going to do bear with me a quick second what i'm going to do is i'm gonna leave that one on until they at least come for [usr] ok [sys] for this for this one once they come just call in and then we can cancel this [usr] ok [sys] one [usr] for [sys] ok [usr] that one it's when they left a voice note yesterday they said for dartford i just wanna make sure that the one that's booked for monday is for [pii] and not dartford [sys] the one booked for for monday is [pii] [pii] sorry [pii] [usr] that's perfect i just wanted to double [sys] that's correct [usr] ok thank you much for your help today [sys] right no worries cheers take care bye [usr] bye [sys] bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hive and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a high thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bill [usr] wait start in surgery [sys] yes hello [usr] 2024 hello [sys] hello there you're through to [pii] at british gas part of dining part of british gas how can i help [usr] you guys came out to clear a blockage in our drains on the 28th and we're having the same problem we've got water coming back into the kitchen from [sys] right [usr] from [sys] ok [usr] clear the the the blockage wasn't clear [sys] they're still there at the moment ok well let's take some details and we'll certainly may we visit for you can i get the postcode there please [usr] it's [pii] [pii] [sys] thank you and can i take the first line of your address there please [usr] [pii] [sys] and can i take [usr] i [sys] the [usr] i'm [sys] name of [usr] a [sys] the [usr] calvinist [sys] road there please [usr] my [sys] great [usr] god [sys] thank you bye and could i take your name as well please [usr] yes [pii] [pii] [sys] thank you i'm just gonna pull up the details now for you won't be a moment ok great i've got the details here it's a block drain and it's backing up did you say it's backing up into the kitchen ok is that when you're using the facilities at the property or is it just backing up constantly [usr] i'm sorry say that again [sys] is it just backing up when you use you sync for example or is it just constantly [usr] well he's back [sys] backing [usr] he's [sys] up [usr] backing up if anything happens if somebody uses the toilet or if it rains [sys] bye [usr] or if he has a shower [sys] ok just make a note i won't be a moment and could i take a contact number for yourself [usr] yes it's [pii] [pii] [sys] quite ok well i'll get the great engineer back out for tomorrow for you if you're available [usr] i'm available you you can't get somebody else tonight somebody else tonight [sys] i'm not we only have availability for tomorrow we don't have drainage engineers that operate overnight unfortunately [usr] ok i thought when i booked it last time you had a nine till 12 slot you don't have that [sys] no [usr] today [sys] no for for tomorrow i mean we only tomorrow we have only got an all day slot available between eight and six [usr] ok how how soon will it will it be tomorrow [sys] any time between eight and six [usr] ok i i'm really incensed here that the the guy came out to clear it and left us not sorted and we can't use the toilet [sys] of [usr] and [sys] course [usr] you really [sys] no i've popped that onto the now it's [usr] you [sys] just [usr] can't [sys] he's [usr] you [sys] aware of [usr] fly [sys] that [usr] you can't prioritize it [sys] no we'll be prioritizing the visit for you w which all priorities go for the next day [usr] eight till six is a long window i'm i'm i'm asking for help here whether you can make it earlier in the day rather than later in the day [sys] ii i can't care unfortunately we've just given windows that the local office allow us to book we the national office they allow us to book as an eight till six and i can only provide the window unfortunately if it's helpful we do call before we arrive just let we're on the way but i can't give a precise time over the phone unfortunately [usr] ok ok that's fine let's book it [sys] let's [usr] i've tried [sys] get [usr] to book [sys] that [usr] it [sys] booked [usr] online [sys] in for [usr] and [sys] you [usr] he wouldn't he wouldn't let me even book that online [sys] i see we've got your phone number that we're gonna be calling before we arrive the one you've the mobile you've provided is that the best one for tomorrow is it [usr] it is [sys] perfect [usr] and and can i just [sys] right [usr] clarify there's no cost for you coming back out again [sys] no it logged as a recall i'll be logging in as a recall link linking it back to the visit on the 28th for you [usr] ok because on the on the receipt when i paid on the 28th he he did say no guarantee due to wipes causing the blockage and i clearly we won't have caused another blockage in two days [sys] ok there's no guarantee on that it'll be down to the engineer essentially the the engineer will assess it it'll come out obviously we can't assess it over the phone or i can't confirm for sure but certainly the engineer will assess it and if it's the blockage being caused by misuse then the engineer may deem deem it as chargeable but that would be down to the engineer at at the time [usr] that's ridiculous we know we we couldn't possibly have created another blockage in two days [sys] of course that's why we've booked it as a recall for you [usr] ok can we be but i'm i'm feeling unclear when i when i book the [sys] of [usr] original [sys] course the the reason [usr] when [sys] the [usr] i when [sys] reason it's [usr] can i [sys] gonna be unclear [usr] just finish [sys] is because we don't know over the phone you see [usr] can i just finish when when when we [sys] sorry [usr] booked the original visit it said there's no charge the guy's gonna come he's gonna make an assessment and then he'll see what needs to happen and when he phoned me to say i'm on my way he said you do know you have you're gonna have to pay don't you [sys] right [usr] the difference between your website and what your guy was saying was the difference between it's it's good you're gonna make an assessment and then they and then they and then they'll tell us what we're gonna have to pay i had to agree because we had sewage flowing into our kitchen i agreed yes of course i'm gonna pay just come and fix it and i feel a little bit i'm going into the same spiral again now that that you're saying it's a reassessment or revisit and is he just gonna tell me i have to pay him before he does anything [sys] that i mean that ultimately will be up to the engineer i couldn't speak to the engineer unfortunately i know i know it's not gonna be clear just because we can't assess it over the phone but certainly the engineer will be assessing it while he's there but i put it down as a recall on our our end linking it back to the visit on the 28th [usr] and what what does that mean to the engineer that's coming what does he think is gonna [sys] he's gonna be aware that it's visit linked back to the initial visit and that is a recall linking it associated to the previous visit [usr] ok presumably these guys are all freelancers aren't they are they employees [sys] no they they no they're employees of dino [usr] ok he doesn't have an incentive to want to make me pay rather than saying we [sys] no [usr] have to [sys] no [usr] rectify [sys] no they [usr] the [sys] they they they get a salary regardless [usr] ok [sys] of if if the job takes five minutes or a few hours it it they they receive their annual annual salary regardless [usr] ok [sys] of that [usr] i should hear some time tomorrow morning is that what saying [sys] tomorrow between eight and six [usr] ok and is there a reference number i need to in terms of job [sys] take a reference number it's 34 sorry 374 1677 [usr] 3741677 [sys] that's correct that's the reference [usr] right [sys] number for the booking i've created for you [usr] thank you [sys] not a problem at all we'll see you tomorrow ok [usr] ok bye [sys] thank you bye

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with the drainage problem press one if you require our plumbing services press two or if you have an existing home care did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes you're through to how can i help [usr] hello i wonder if you could help me i booked day before yesterday well day before yesterday i booked a plumber and i'm still waiting it apparently i was booked for today i thought i was booked yesterday but i was booked for today and it's still not coming at three o'clock i'm just wondering if they come into them or not because i've still got this leak radiator [sys] ok [usr] leak [sys] ok let me have a look for you can you provide me with the post code please [usr] it's [pii] [sys] thank you and the first line of address [usr] [pii] for his son [sys] thank you right ok that was booked in for today between why is it not showing ok that's strange bear [usr] well [sys] with [usr] i [sys] me [usr] told [sys] two seconds [usr] yesterday that it said urgent on it [sys] we have booked as an emergency [usr] well [sys] not [usr] she [sys] sure [usr] is [sys] what's [usr] leaking [sys] going on [usr] quite a bit i need to know one way or the other because it's saturday tomorrow [sys] right perfect let me just get in contact with the local office and [usr] ok [sys] i will be back to you soon bear with me two minutes [usr] right [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] and [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers whatever your problem or situation an expert di engineer will visit your home or premises and provide a quote free of charge and without obligation for your peace of mind we provide a 24 hour emergency response seven days a week 365 days a year all work is guaranteed you'll pay no call out charge and work is carried out by local engineers when drains stop working you'll need the problem solved quickly efficiently and at a fair price trust dino rod the market leader in drain service is a home and business across the [pii] offering fast reliable service no call out charges and fixed prices visit dino dot com for further details or to book an appointment online would you to save water but are not sure [usr] come [sys] where to begin [usr] on [sys] dyno plumbing can help we have a range of water saving devices available to find [usr] 0333 [sys] out more visit dino [usr] cos that [sys] dot [usr] thing [sys] com [usr] it's [sys] today [usr] gonna cost me i'll have to bring these [sys] being on the phone when driving can put you and other road users at risk please stay safe our agents will [usr] i [sys] ask [usr] can't [sys] you to call back later [usr] off [sys] if [usr] now [sys] you're driving [usr] i have to say on now i don't know where i am [sys] did you can now request plumbing and drains [usr] ohh [sys] appointments [usr] for goodness [sys] online [usr] sake [sys] in just a few easy clicks visit [usr] ridiculous [sys] dino dot com and use our online booking form [usr] it's me in the local office to find out what's happening i'm on a [pii] number here and all i've got is people really i should have told him to ring me back it's ridiculous [sys] from burst [usr] this is [sys] pipes to blocked drains you can find emergency [usr] the [sys] numbers [usr] mobile [sys] and [usr] phone [sys] advice to help you with your problem visit dino dot com today [usr] and cheaper to have got one of those emergency people out i better stay on the line now if you don't know where i am this guy something wrong somewhere it says urgent side of the job but of course i'm only a woman why shouldn't bother about me 21 °c up to speaker to play bb all is see [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems [usr] you turn the music off please [sys] our comprehensive plumbing and drain services are available across the [pii] 24 hours a day 365 days a year provided by local teams of fully trained and equipped engineers whatever your problem or situation an expert dino engineer will visit your home or premises and provide a quote free of charge and without obligation for your peace of mind we provide a 24 hour emergency response seven days a week 365 days a year all work is guaranteed you'll pay no call out charge and work is carried out by local hi sorry to keep you waiting i was trying to get through the [usr] hello love to give [sys] hi [usr] you the phone [sys] sorry [usr] [pii] [sys] to keep you waiting i was just trying to get through to them it's just taking a bit of a while but [usr] hello [sys] i managed to get through to someone now and we confirmed there was a bit of an issue on the site but we can definitely get an engineer out to you today i'm just gonna have to redo it but an engineer will get scheduled out for you ok [usr] you did you [sys] correct [usr] you can get somebody out you can as long as i know because of the leak what did you say [sys] the [usr] just [sys] reason [usr] now [sys] why one hasn't come out to you yet was just because of an issue an issue with the job i'm just gonna quickly fix it for you now and then [usr] ohh [sys] once it's fixed an engineer she'll be able to give you a call and let when they're on their way ok thank you bye [usr] right thank you all right bye then

0Appointment / Booking

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes well i know my name is [pii] how can i help [usr] good morning my name's [pii] i had an engineer come out on the 14th of august to sort out a drain issue which it did at the time it worked but it seems to have reoccurred [sys] right ok let's have a see i'm getting it sorted and was it done under british gas cover or was it something that you paid for [usr] i paid for her on the day [sys] ok no problem if i could just take your postcode [usr] [pii] [sys] [pii] [usr] [pii] [sys] have a look and if i could just take the first line of your address [usr] [pii] [sys] that's absolutely fine no problem give me a second to get into some details here what we'll do is we'll see if i can book back in again for you [usr] thank [sys] to [usr] you [sys] have a look at that for you and get it sorted wait a minute just getting into some new work details it's it's doing exactly the same is it [usr] yes [sys] on the the kitchen sink on the island what let me go down i boxed in right ok it took all the work right no problem i was just double checking there was nothing complex that they had to do that they needed special extra special equipment for or anything to [usr] ok [sys] put in the notes that's fine no problem let's see what i was i think ok be a moment just getting everything into here [usr] ok [sys] let me make sure the right engineer arrives and everything here we go and we've got a mobile number from last time [pii] that one's still the best one the one that you're on [usr] i might give you my husband's if that's ok because [sys] ok [usr] he be the one that will be here and contactable [sys] get that [usr] the day [sys] ok [usr] can you give me [sys] that's [usr] your phone number [sys] what you [usr] please hang on he's just grabbing it now [sys] alright don't worry [usr] ok it is [pii] [pii] [pii] [sys] that one into that in here and what internal yes but there we go to put those into that gonna grab some availability for the team let's have a look the first availability they've got [pii] would be an all day appointment on monday i don't see round on monday [usr] there's an [sys] at [usr] all [sys] all [usr] day appointment monday that's fine [sys] ok no problem i mean we'll give him about 20 minutes half hour before we arrive let him know that we're on the way for it i mean i can see there's a guarantee on the previous job wasn't there if it's the same thing then that's only covered under the warranty for it obviously the engineer will will have a word and try and figure out exactly why it's happened again close together anyway for you because it looks he was he took it all the pipework something last time didn't he for it [usr] i know we've been away for two weeks in between as well it wasn't [sys] ok [usr] used at all for two weeks very strange [sys] ok no problem i i pop that in there but obviously it's not not even been that long cos obviously you've been away as well for it but yes it's definitely unusual for it to happen again [usr] cos [sys] that [usr] it was great [sys] especially [usr] straight [sys] if [usr] away [sys] you not even been there i mean it's unusual as i say we'll have a look for you though we'll try and figure out what's going on we might need to get a cable machine or something all the way down it if we can but the same thing i popped in there that obviously it's a recurrence to what's exactly what happened last time for it and put the date in and and the fact you've been away and everything [usr] brilliant [sys] we'll have a look on monday for you we can give about before we arrive to let him know we were on the way but we'll see [usr] that's [sys] we'll see [usr] great [sys] him on monday [usr] well thanks [sys] it's all right [usr] much for your help have a good day [sys] no problem 01 [usr] thank [sys] other question [usr] you [sys] because he's not got any vulnerabilities any medical issues or mobility issues to let the engineer know about is that [usr] no [sys] no no problem just say asking on monday if that's all but no problem at all all [usr] ok [sys] sorted [usr] that's [sys] you'll get [usr] great [sys] a text well he'll get he'll get a text in a minute or two because we put his mobile number down all [usr] ok [sys] right [usr] brilliant [sys] no [usr] all [sys] problem [usr] right [sys] cheers thank [usr] thank [sys] you bye [usr] you bye [sys] bye bye bye

0Appointment / Booking

[sys] good afternoon dino [usr] good morning [sys] how can i help [usr] i've got a block of sound right at my garage that i've been trying to rod and it doesn't seem to be clearing i was wondering if you could help some [sys] right ok what was the postcode [usr] [pii] [pii] [sys] ok and what was the first line of the address [usr] [pii] [sys] [pii] and it was a blocked fat drain [usr] the back it's it's a drain that goes to my septic tank well not my septic t my my teeth [sys] when was the last time that was emptied [usr] i'm not sure we've only been in the property six months it has been empty but it doesn't look full [sys] it's just that if the engineer attends and he and it it is full then it will be a chargeable visit [usr] that's fine [sys] leading two septic tank ok what was your first and last name [usr] [pii] [sys] ok and what's the best contact number to contact yourself on [usr] [pii] [pii] [pii] [sys] ok i can have i can have an engineer out to you tomorrow [usr] two sort [sys] i can't [usr] of time [sys] guarantee any times at the moment but the engineer will give yourself [usr] right [sys] a call when he's on his way [usr] ok no problem [sys] for us to clear the blockage for you is 100 and £95 if the engineer finds [usr] right [sys] something which may prolong the unblocking process such as defective pipework roots or scale then there will be a £60 charge for every half an hour after that but that's only if the engineer requires any issues on site [usr] ok no [sys] is [usr] problem [sys] there parking available [usr] there is there's no side access though they'll have to come through the house is that all right [sys] ok that sh that should be ok anyone with covid or symptoms ok [usr] no [sys] any vulnerabilities that me and j needs to be aware of [usr] my girlfriend's pregnant but i'm not sure if that [sys] ok [usr] matters [sys] and can i just take an email address for billing report purposes please [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] ok lovely i'll get this all booked in and the engineer will give yourself a call when he's on his way to you no worries thanks [usr] ok thank you [sys] bye [usr] thanks bye

0Appointment / Booking

[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to [pii] at gmo how can i help [usr] hi i need a emergency call out please an urgent plumber [sys] no worries do you have british gas home care cover [usr] i don't know [sys] ok and is it a domestic property where you live [usr] it is [sys] ok and it's your home address ok what's your postcode [usr] it's [pii] [pii] [sys] [pii] delta [usr] hotel [sys] juliet [usr] two delta hotel [sys] thank you ok i'm just going on to our job booking page in regards to books monday to friday between 8 a.m. and 6 p.m. the price for an unblock is 100 and £80 do you still want to proceed with the booking [usr] fine yes please [sys] thank you and what's the house [usr] is [sys] number [usr] [pii] [pii] [sys] thank you and is there anyone vulnerable at the property anyone with illnesses or disabilities [usr] no [sys] ok and what's your full name [usr] it's [pii] [sys] sorry how do you spell your surname [usr] when [sys] when [usr] [pii] [sys] [pii] thank you and your best contact number [usr] sorry bear with me please [sys] no worries [usr] are you able to see the phone number i'm calling from [sys] no [usr] bear with me it's [pii] [sys] [pii] [usr] [pii] [pii] [sys] brilliant and do you have an email address [usr] i do it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] brilliant can i just confirm is your name [pii] or [pii] [usr] it's [pii] without an [pii] [sys] without a [pii] that's fine let me just delete that there we go ok just going on to our job booking page and what seems to be the issue that you're having at the property [usr] my toilet is pumping out water and the bath is [sys] by pumping out toilet water what do you mean is the water rising in the toilet [usr] it is [sys] or [usr] it's spilling over we're not in use the horse was rising [sys] is [usr] were it [sys] it your own toilet [usr] it's all over the floors soaking wet and the bath's backing up as well it's pumping out of the plughole [sys] and what's backing up is it clear water or [usr] no [sys] is it [usr] it's dark [sys] the [usr] it's a dark liquid [sys] does it smell [usr] no [sys] would you say it looks sewage [usr] i don't know it does not it's not the way it usually pumps out to be honest it looks a bit different [sys] ok we've got toilet is spilling over when not in use only toilet back also backing up is it your only bathing facility [usr] sorry is it my own [sys] only bathing facility [usr] it is [sys] have you got another [usr] no [sys] toilet [usr] i haven't [sys] shower [usr] no [sys] or [usr] no [sys] ok and in regards to toilet spilling over is that it looks it's coming from the actual toilet [usr] it [sys] drainage or is it ok i'm just gonna get you booked in for an emergency appointment i'll be one moment [usr] alright thank you [sys] emergency appointments are in day appointments they will be any time now till six o'clock [usr] ok [sys] what will happen is the engineer will give you a call when he's on the way to the property and once all work has been completed is payment upon completion and they can take card payments is that ok [usr] that's fine [sys] all right and there was no one vulnerable at the property and is it going on to your floor [usr] it is full soaking [sys] ok ok i'll put you in for an emergency appointment for today we'll be out as soon as we possibly can emergencies take first priority we'll be with you as soon as we possibly can and then once all it's been completed its payment upon completion you can take card is there anything else i can help you with [usr] no that's lovely thank you [sys] all right that's all booked in we'll see you today [usr] brilliant thanks very much cheers bye [sys] ok bye bye

0Appointment / Booking

[usr] i see [sys] thank [usr] i got [sys] you [usr] some [sys] for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] no [sys] dino is one of the [pii] leading plumbing and drain [usr] please [sys] services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] [pii] speaking can i help [usr] sorry to bother you i was wondering how much it would cost to get someone out to do a drain i bought that [sys] ok there's no call out charge and they'll provide a free no obligation quote a starting price for the work is 100 and £80 all in i'll take [usr] you [sys] it from [usr] need [sys] there [usr] do you do that by credit card [sys] i beg [usr] it has [sys] your pardon [usr] to [sys] sorry [usr] be do you can you charge it by card or do you have to have cash [sys] card [usr] my car [sys] cash or bank transfer [usr] that's fine but try and get somebody out please [sys] right ok what's the postcode [usr] sure has i've got a blockage and the toilet is not working because [sys] no [usr] of it [sys] ok that's fine but what's the postcode please [usr] sorry i'm just turning my nerves are all [pii] [pii] [pii] [pii] [sys] [pii] first on the address please [usr] [pii] [sys] thank you and what's your name [usr] cut all down again [sys] ok [pii] i just wanna double check do you have a home care policy for your permanent address [usr] no [sys] ok and sorry is this have you are you a tenant for this property is it [usr] i got the a plumber out but he says it's a drainage pluck and that he doesn't do that i'm [sys] right [usr] right ok [sys] alright sorry and if we can just take a contact number for you please [usr] [pii] [pii] [sys] thank you right ok right and that's absolutely fine i'll take something out she has ok just to clarify where exactly the drainage blockage [usr] there's [pii] above a shop but my brain is outside [sys] bye alright [usr] emma around the back from a shop [sys] bless you ok is that is that quite severely blocked [usr] i can't get the toilet or nothing i've [sys] not [usr] had [sys] now [usr] to go with my daughter's all the time [sys] this year [usr] no that [sys] that's [usr] we can't [sys] it [usr] get a shower or anything can get blocked or [sys] ok somebody will look to come out this evening as soon as possible if it does go after six then they will they will quote you because from eight till six it's 100 and £80 all in but if [usr] right [sys] there's any [usr] that's [sys] more they'll give you a quote but it's no obligation i can just take it back but somebody [usr] i know [sys] somebody's [usr] but as long as [sys] gonna [usr] i get [sys] come out [usr] it fixed [sys] tonight it sounds you said it was a bit more pressing for you [usr] aye [sys] is there any [usr] and [sys] vulnerabilities [usr] i'll be to it [sys] any health issues with paranoid [usr] well i'm disabled myself [sys] bless you and [usr] i know [sys] i just double checking i was just double checking that your your landlord doesn't have a british gas policy at all do or our landlord even [usr] seemly the homeowner had a home had a policy out but he went to [pii] and he's canceled it [sys] ok right [usr] and he's never told anybody how are the problems causing [sys] no no bless you no worries well thank you very much and that is all booked in for you [usr] that's great right thank you very much [sys] thanks and [usr] all right thank [sys] thank you [usr] you bye [sys] all right bye

0Appointment / Booking

[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three [usr] that's right [sys] did that you can now book plumbing services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] i should probably use that one [sys] good morning you're through to [pii] speaking how can i help [usr] hello i've got a problem with the toilet drain in upstairs [sys] ok is it a residential or commercial property [usr] it's residential [sys] and he covers all with british gas [usr] no i'm not with vicious gas [sys] no worries what's the postcode of the address please [usr] see well first line did you say [sys] the the postcode [usr] [pii] [pii] [pii] [sys] thank you and the first line of your address please [usr] [pii] [pii] [sys] and your name [usr] [pii] [sys] thank you [usr] we did have you out your company out about two months ago and it's the same problem [sys] ok i'm gonna pop you through to the local office you may have guaranteed but they can only confirm that for you [usr] ok then thank you [sys] bear with me a moment good morning [pii] [usr] hello i've just been transferred to you from your main switchboard area i've got a problem with my toilet upstairs not draining [sys] ok where are you [usr] i'm sorry [sys] where are you [usr] we're in [pii] in [pii] as i said to your [sys] ok [usr] colleague we did have a problem the same problem about two months ago when we called you out [sys] ok and none of your neighbors are affected [usr] none of my neighbors are affected [sys] ok are you aware of our charges [usr] i am but i was told it may be a guarantee the last call i made [sys] i'll just check for you now bear with me what's the postcode there [usr] [pii] [pii] [sys] two seconds and what's the first line of the address there [usr] [pii] [sys] [pii] right ok there is no guarantee i'm afraid because it looks as if the cause of the blockage was down to a protruding waste pipe [usr] i'm sorry what did you say [sys] there is no guarantee i'm afraid because it looks the issue was caused by a protruding waste pipe [usr] right ok [sys] the waste pipe has been pushed into the soil pipe too far [usr] right ok [sys] have you had some work done in the bathroom or [usr] we did we did but it was about three years ago 2 [sys] right [usr] to 3 [sys] ok [usr] ago but [sys] it could take that time to build up you see [usr] but i i was surprised that it i have i've i've called you earlier because i recognize the problem as being the same but i'm just surprised that it's happened quickly after i had you out last time [sys] that's the trouble once it starts blocking up i mean have you had have you had a plumber to look at it to see about [usr] i haven't because i was hoping i could it would sort itself out it would be cleared because we've we've gone since we'd had the work done before it's caused [sys] it [usr] a problem [sys] wasn't i mean [usr] it just means that i've got to remove tiles have the bath moved and everything that i haven't done it but i just want you should come out clear it and i will sort this after christmas i can't [sys] ok [usr] do it before christmas [sys] no no problem ok and are you at home all day today [usr] i am at home all day today yes [sys] ok i'll get it booked in now the engineer will give you a ring with about half an hour's notice [usr] ok thank you [sys] all right we'll see you as soon as we can [usr] thank you very much [sys] bye bye [usr] bye

0Appointment / Booking

[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services i am sorry did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon here should i now talk to [pii] how can i help you [usr] got a block drain mate [sys] ok [usr] we tried to unblock it ourselves pulled all the crap and shit out but i think there's some depth february now [sys] ok do you have a contract with british gas home care that covers drainage work or are you paying for the work [usr] i'll be paying for the work ii i [sys] ok you don't have you don't you don't have a contract now [usr] hang on mate i'll ring you back just a minute i just got something at the door all right sorry sorry about that [sys] no problem no problem [usr] what's that take bye bye bye until it hits that drop now also whenever you do them what on your life ok no 27

9Sales Lead