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[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 how can i help you today [usr] hi there my name is [pii] i'm calling from wrexham council's local lettings agency you've you've done our a job for ourselves for a property we manage it's [pii] and i i was just hoping to speak to somebody that had done the job because the the tenants been in touch again because it looks the issue is still persisting and i was hoping to perhaps get some report after the job was done i'm just hoping you could perhaps direct my call to to somebody that may have some more information on the job [sys] can you hold please [usr] the post code of the the property would have been it would be [pii] [sys] [pii] [usr] [pii] [sys] first line of the address please [usr] er [pii] [sys] and your first and last name [usr] well my name is [pii] but i believe the lady that reported the job was named er me [pii] but the actual tenants themselves are well i just get you their names now [pii] and miss [pii] [sys] perfect thank you right ok bear with me one moment have you been made aware of what happened to in the property [usr] no this is part of what i wanted to make some inquiries as far as we're aware there's an issue with the the the the the drainage there from the toilet it was blocked and we've sent out one of our other plumbers before and they said they couldn't address the issue and i believe it was on a the the the the drainage is on a private plumbing line and welsh water wouldn't have been able to address it which is why we've come to yourselves and as far as i'm aware you've flushed it but er er according to him there's still issues i just wanted to see what what else what what else was there what what was the identifiable [sys] ok [usr] issue if [sys] i'll [usr] there [sys] read [usr] is one [sys] out what the engine is left as notes wise it's blocked man hole at [usr] shop [sys] the rear of the property drag hoses over the fence and jetted downstream to clear the blockage suspect displacement in the pipe around 6 m need c cv as blockage is reoccurring every four months no guarantee suspect displacement in the line flow test all ok the we are advising that there's a cctv survey that is carried out to find out what is causing that reoccurring blockage as obviously he won't be able he weren't able to find it but he was able to clear the blockage part time [usr] ok what what was the survey sorry [sys] c tv [usr] advising [sys] survey [usr] her what what survey sorry [sys] cctv [usr] ecg trying to ccc [sys] charlie [usr] cv [sys] charlie tango victor what that consists of is just the camera going down the drains and obviously pictures coming back out video coming back out er and a report of what we was found if you i could still pass [usr] right [sys] you to the local office that would have sent the engineer out [usr] i i don't i think you've answered my questions in fairness can i just check is is is the cctv survey [sys] that's [usr] something [sys] right [usr] that your selves would be able to do it would be ok i'll need to speak with the the landlord and liaise with him before we come back but if we were wanting to book it in we we'll be in touch if that's [sys] yes [usr] ok [sys] no [usr] but thank [sys] worries [usr] you very [sys] have [usr] much [sys] a nice [usr] for [sys] day [usr] for the information you provided [sys] bye bye [usr] all right thank you bye now bye	6Qualified Lead
[sys] they're not gonna help [usr] hi it's [pii] calling from british gas complaints how are you you ok [sys] i'm fine how are you [usr] not too bad thank you i'm just calling up for a customer you had a power flush done by yourselves and one of the radiators isn't working though we contacted yourselves yesterday and somebody was supposed to call the customer back i was just checking if that had happened [sys] what's the postcode [usr] postcode is let me just have a look i've got a funny feeling no never mind i know what's happened it's not an area that you cover sorry [sys] ok [usr] about that i'll call back to the right number [sys] ok [usr] cheers [sys] thank you bye	6Qualified Lead
[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes good morning you're speaking with [pii] at british gas services can i take your name [usr] good morning my name is [pii] [sys] thank you and may i take the house number and postcode you're calling about [usr] it's not a house number and postcode it's a a bakery and it's in the bakery is orwell bakery and the postal code is [pii] [sys] and do you have your british gas reference number for the bakery [usr] no i'm the engineer [sys] all right how can i help [usr] ok we've got in our butchery area we've got a blocked drain and we needed it unblocked and jet washed [sys] ok [usr] and poss possibly inspected for anything that might collapse in there too [sys] all right let's have a look do you have a service agreement already in place are you [usr] no [sys] did you call the local diner office [usr] i called [sys] what [usr] the number [sys] did you call [usr] on your website [sys] right ok that's fine i understand you want a one off job [usr] yes please [sys] understood won't keep you at the moment bear with me i'm just bringing up our team we'll be able to book you in directly it's just taking a moment to connect ok please hold the line i'll get you straight through to our team [usr] thank you [sys] british gas is an inclusive company for all we're proud that our workforce reflects the diversity of the customers that we serve we operate 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 you can book your annual service appointment in our new app in just four taps wherever you are whenever you for them hi there sorry for keeping [usr] hi [sys] you on hold our team who deal with our on demand bookings open at seven but can i give you the direct number they will be open within the next 5 10 minutes [usr] ok alright right ok let me just take a detail here [sys] i'm sorry i was hoping someone might be in early and i could get you through [usr] no worries what's the number [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] ok a couple of minutes they should be in [sys] they should absolutely [usr] all right ok no worries [sys] alright thank you for [usr] you [sys] that [usr] should thank you bye bye [sys] take care bye	6Qualified Lead
[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 did that you can now book drainage services online in a few easy clicks visit dino.com for details [usr] no it's [sys] alternatively [usr] the wrong number she's [sys] please [usr] given [sys] hold [usr] me [sys] and your [usr] i'm [sys] call [usr] just [sys] will [usr] calling [sys] be transferred [usr] her [sys] to a customer service advisor [usr] i'm just gonna call her back and see if see if she gives me the right one [sys] we [usr] i there's [sys] record [usr] there's [sys] calls [usr] too many [sys] for [usr] numbers [sys] quality [usr] there [sys] and training [usr] i don't [sys] purposes [usr] know which one would be wrong too many digits in that bottom row there hello [sys] hello there [usr] hello [sys] good afternoon [usr] sorry i didn't know what happened there i think i spoke to someone a little while ago and we're just looking we've had an engineer out but it was miscommunication somewhere and he's turned up to look at a water heater and inside a water heater and obviously we're looking at we got i've got rising main in the garden a pumping chamber with the pump seems to have stopped and it's backing up the inlets and stuff but we could do with someone coming out for that really [sys] all right can you just please provide me the postcode [usr] it's [pii] [sys] ok just one second in this instance i to get you through to the local turner won't be a moment [usr] ok [sys] i'll take it from there [usr] ok [sys] ok sure [usr] and they said they said it was even here on di they said they've got a pretty strong ok probably my bit more efficient and about a million pounds on that but i [sys] hello you've reached how can i help [usr] hello there we we've got a problem with a pumping chamber in the back garden it's for an outbuilding in the lodge where my in laws live it's quite an urgent thing really it's starting to to back up the the pipes from inside the tank all the the the soil and water and waste and [sys] the [usr] stuff [sys] septic tank [usr] it's not well it's i it is a septic tank of salt it's a macerator pump everything goes into [sys] we don't [usr] that [sys] deal with anything we don't deal with anything to do with pumps [usr] nice [sys] no [usr] you don't [sys] unfortunately not [usr] ok [sys] no [usr] not even the tanks [sys] no [usr] no ok all right would [sys] no [usr] you [sys] sorry [usr] know anyone [sys] i do [usr] that [sys] apologize [usr] does or [sys] best place to probably check would be check trade but i don't know any unfortunately [usr] check or to you don't do cos no one else has ever no one's told me that up till now we've spoke to a few people but [sys] is it the call center [usr] possibly [sys] that would probably be why they're not very clued [usr] helpful [sys] up [usr] sure [sys] they wouldn't know [usr] all right [sys] that's [usr] ok [sys] probably why they passed [usr] but [sys] this through to us sorry [usr] you [sys] about that [usr] don't do that no that's fine [sys] no [usr] all right ok thanks for your help [sys] thank you [usr] cheers [sys] take [usr] bye [sys] care bye bye	6Qualified Lead
[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 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 customer service advisor we record calls for quality and training purposes good evening thank you for calling diner you're speaking to [pii] how may i help [usr] hello there [pii] i've been calling since morning afternoon late afternoon just wondering when the engineer is coming because it was supposed to be between 8 to 6 p.m. as you can see now it's quarter past six [sys] ok [usr] i was just wondering is he tied up with some work i mean it would be nice [sys] he [usr] if [sys] may [usr] you could give [sys] be on [usr] us [sys] an emergency [usr] call [sys] and what i'll do is i'll have you got the dy number at all the [usr] do [sys] work [usr] you want [sys] order [usr] the postcode [sys] number [usr] do you want a postcode [sys] have you have you got the booking the booking number [usr] of course but i never asked about that number before but it's it's dy hyphen wo hyphen 3730762 [sys] 373 sorry 373 [usr] zero 0762 [sys] wonderful thank you let me we are extremely busy just because of the awful weather that we've had for data protection is it possible that you can give me your name and full address please [usr] yes [pii] [sys] [pii] [usr] the address where you need to go is [pii] [pii] [sys] ok [pii] [usr] [pii] [sys] lovely thank you just bear with me if you can just bear with me i'll just try and call the engineer for you i'll just [usr] just [sys] put you [usr] to [sys] on [usr] know [sys] hold [usr] where they where they are that's all [sys] it's it's easily been called out emergencies if you can just bear with me i'll give him a call for you [usr] no thank you you that again for my daughter about three i have no problem they have me call me but i ok ok if i [sys] hello there [usr] hello there [sys] hi there i've tried to get hold of him but he is not answering it's gone to it's just run and run and run and then gone to answer phone i have left him a message now looking at this he's been dispatched to it but it looks it could be between seven and 8 p.m. [usr] ok all right then if that's ok i just need to let someone know at home that's all already but if you can give me a call ask can you give me a call half an hour before i can give [sys] well [usr] the family [sys] i ha [usr] a bit of a heads up [sys] i have left a message saying that he can call them call you to obviously to to give an eta can i just check the numbers i've got the site contact number as [pii] [pii] [usr] that is correct [sys] ok that's wonderful i have asked him to the call to obviously confirm an eta i can only apologize i mean the weather has been absolutely atrocious [usr] no [sys] and [usr] it's [sys] we [usr] all [sys] are [usr] right oo [sys] busy [usr] or it's it's more of that give me a call first before anything that's all i need [sys] no problem all right [usr] 00 thanks a lot cheers [sys] thank [usr] bye [sys] you [usr] bye [sys] bye bye [usr] bye bye very nice baby very nice hey can i for my online 55 on until first time i have nothing but i will say no ice cream all you need to go out i'm doing that to go out number 5755 take it off for my	6Qualified Lead
[sys] thank you for calling dino rod partners with british gas [usr] ok [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 ex 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] hm [sys] we record calls for quality and training purposes well i know my name's [pii] how can i help [usr] hi i was just wondering i've got a drained a blockage in one of my drains it's a top floor flat third floor [sys] right [usr] and there's water leaking downstairs i just wondered if someone can come out [sys] we should be able to have a look at that for you is your is this your own home is it you own it as well [usr] i'm [sys] as living in it or [usr] the i'm the landlord [sys] right [usr] i'm [sys] you're a landlord [usr] landlord [sys] hey ok no problem at all that's fine and what's the postcode there [usr] [pii] [sys] yep okey doke that's absolutely fine give me one moment then let me bob you over to the local team let them have a word and we'll get out there and get it sorted for you one [usr] cheers [sys] second [usr] thank you my friend thanks [sys] you ok please hold [usr] and you other side right	6Qualified Lead
[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] come on [sys] 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 hello you're speaking to [pii] at dia bank how may i help [usr] hi i've had to have my septic tank emptied a bit more often than normal and second to last time the chap that empty it said he wondered whether the outlet pipe was blocked up i'm looking for a quote for somebody to come out and give it a a rod please [sys] right ok you've had it empty but they believe it's blocked that's what you're saying [usr] i had i had entered there again on the 28th and it's full already and it's it's backed up the drains to [sys] all [usr] the half [sys] right [usr] of the [sys] ok [usr] house [sys] we we charge 100 and £80 inclusive of va t to clear a standard blockage assuming there's no damage to the drains is that ok [usr] is that the best price you can do [sys] it says it's a minimum charge [usr] is it ok that's fine now i'm gonna need to get the it emptied again before you come is that right because obviously you won't be able to get to the outlet pipe with the tanks full [sys] right ok is the tank full then [usr] you can't see the pipe the outlet pipe it's up over the [sys] right [usr] top of it [sys] ok you need to get the tank emptied in the first instance and then just call us up and we get somebody [usr] what's your [sys] out [usr] leads can i just check your lead [sys] late [usr] in [sys] times it does depend on the area we're looking at anything between either the same day or two or three days hence [usr] if i give you my postcode are you able to [sys] i'd have to raise a job for you to check that but you're looking at within a week anyway [usr] i'm just a bit concerned because obviously i need to try and get it tied in with when they can empty it because if i get it emptied on the 28th and it was full yesterday it's not gonna give me a lot of time to get you out that's why i was just wondering what the we in time was [sys] right well a septic tank doesn't fill up between the 28th of december and first the third of january [usr] well it has [sys] receptive tanks are huge they don't fill up that [usr] my [sys] quickly [usr] one's a very old it's a very old one it's quite it's not that big it's less than is it's only about when it gets emptied it's only about 700 l [sys] sorry it shouldn't fill up in a few days [usr] i [sys] i think the best thing for me to do is give you the phone number for the local office and you could liaise directly with them [usr] ok [sys] what's your postcode [usr] it's [pii] november 29th [pii] i thought you were in my local office because you're 0162 [sys] no no you've come through to head office i'll give you the phone number of the local office do you have a pen there [usr] i do [sys] right their number is [pii] [pii] [pii] [usr] ok that's lovely thanks much for that thank you [sys] you're welcome thank [usr] thanks [sys] you bye [usr] take care bye	6Qualified Lead
[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 thank you for calling dino [pii] speaking how can i help [usr] hi mate i've got an issue with my child that i live in claps does that pose a problem [sys] i don't think i can certainly have a look for you and is it a commercial or domestic property [usr] it's domestic [sys] domestic and do you have british gas home care cover for plumbing and drains [usr] plus cover i don't think we have to be honest [sys] no no that's not a problem [usr] not [sys] ok [usr] that lucky [sys] let no problem i can have a look for you then if i could start by taking the postcode first of all [usr] yes it's [pii] [sys] is that [pii] [usr] it's [sys] [pii] [usr] [pii] [sys] [pii] let me have a look there is we have got a problem in that area we're not taking any work on in that area i'm afraid [usr] a ok mate and help ok [sys] is that [pii] is [pii] is it area humber side [usr] yes that's correct yes [sys] i would go on to google and just tap type in block toilet hum side that should bring up some alternatives for you [usr] ok mate thank [sys] good [usr] you [sys] luck [usr] cheers [sys] that's ok take care	6Qualified Lead
[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.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 [pii] my name is [pii] now how can i help [usr] hello this is calling from axa hi i just wanted to check you received a job i've just got a customer on the line and i can see it's gone to yourself i just wanted to see if you've picked up the job [sys] bear with a quick second what is the postcode [usr] right it's [pii] [pii] and it's [pii] [sys] ok [usr] and [sys] bear with [usr] it's [sys] me [usr] [pii] [pii] [sys] but i mean an engineer has been dispatched [usr] they have they have been [sys] yes [usr] ok that's not a problem then i can just let the customer know that's all as long as they've picked up the job that's that's fantastic [sys] yes it has [usr] that's brilliant ok then thank [sys] never [usr] you very much for that update and did you say your name was i didn't quite get was it [pii] i didn't quite [sys] coin [usr] get your name [sys] [pii] [usr] [pii] [pii] i do apologize [sys] yes [usr] [pii] ok [sys] no worries [usr] thank you very much for that all right then take care all right then bye bye [sys] right	6Qualified Lead
[sys] thank you for calling dino rod partners with british gas please listen to 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 hello you've reached [pii] how can i help [usr] hey hi good morning sorry i've just spoken to somebody about arranging an emergency plumber i've found a leak i don't need the plumber now can i give you a reference number [sys] no problem have we got the your postcode [usr] it's [pii] [pii] [sys] [pii] alpha alright got it already and is it [pii] [usr] i've i've panicked a bit and i've phoned them right away [sys] no [usr] there [sys] worries [usr] mate [sys] right no problem at all i'll get these i'll get these called up now and canceled by your pal [usr] ok mate cheers for that sorry about that [sys] all right no worries no you're right no worries [usr] ok mate [sys] alright [usr] cheers pal [sys] bye bye bye [usr] bye	6Qualified Lead
[sys] thank you for calling dino rod your local drains and plumbing experts for drainage inquiries press one plumbing inquiries press two and for finance press three thank you for good morning speaking how can i help [usr] hiya my name's [pii] i'm calling from a company in some towns called glass futures [sys] i love [usr] and you have been doing [sys] ok [usr] some drainage [sys] well thanks [usr] survey and [sys] darling [usr] unlocking drains for us recently and i've been asked if we are able to set up a business account with you at all is possible [sys] absolutely yes can i get some details off you and in fact just can i just pop you on hold i'll see [usr] sure [sys] if anybody's available to speak with you [usr] ok [sys] hello [usr] hi [sys] hello sorry to keep you there i'll pop you through to my colleague [pii] in the drains department he'll be able to go through it all with you [usr] ok thank you [sys] alright thank [usr] thanks [sys] you bye bye [usr] bye [sys] hi it's [pii] at down the road [usr] hi [pii] my name's [pii] i'm i'm calling from company called glass features hi we've been i believe in touch with you recently for a drainage survey on unlocking some drains and i've been asked if we can set up a business account with you [sys] well what what's your email address and i'll get a a form sent over to you and i'll check i can get it started off for you [usr] ok my email address is [pii] [pii] [sys] [pii] i'll get the form sent straight across to you for across to you for that [usr] ok [sys] we'll just we'll do a quick preliminary background financial check on it but [usr] ok [sys] it should be fine with glass futures [usr] ok [sys] what i'll do is i'll get that form sent across to you a ap if you can get it completed and sent back to us we'll be able to get we'll be able to get an account set up for you as soon as possible [usr] brilliant i appreciate that thanks mate [sys] no trouble at all [usr] thank [sys] all right [usr] you thanks [sys] take [usr] bye [sys] care bye [usr] bye	6Qualified Lead
[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 good morning you're through to [pii] at how can i help [usr] hi there i was just speaking to someone we had someone come out to look at our pipes at the end of september and [sys] ok [usr] we wanted a quote for the works but no one's got back to us i can't proceed [sys] i what's the postcode of your property [usr] [pii] [pii] [sys] [pii] [pii] and the first line of your address [usr] [pii] [sys] right [usr] primary [sys] let me [usr] school [sys] give you [usr] [pii] [sys] the telephone number for that direct office have you a pen and paper to put this number down the number to call is [pii] [pii] [pii] [usr] yep [sys] no worries take care bye bye [usr] thank you bye bye	6Qualified Lead
[usr] i know [sys] thank you for calling dino rod partners with british gas please listen to the options carefully [usr] cool [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 [usr] hungry [sys] two or if you have an existing home care policy it's three [usr] ok [sys] 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] you [sys] hello good evening welcome to my name is how can i help you [usr] hello i wanted to book get the price on a cctv drain survey and a fix up cos i've got a rap coming rap coming into my property [sys] for a cctv survey you need to talk to the local office i can give you their number you can call them tomorrow they open between [pii] and [pii] [usr] ok give me the number please [sys] can i have your postcode please [usr] it's [pii] no sorry [pii] [pii] [sys] ok [usr] [pii] it's all [sys] ok just a second ok the number is [pii] [pii] [pii] [pii] [usr] ok thanks [sys] you can talk to the local office tomorrow between eight and six [usr] that's [sys] ok [usr] ok bye bye	6Qualified Lead
[sys] good morning [pii] [pii] speaking [usr] hi there i'm in [pii] and i'm looking for someone to come out we've got a problem our toilets not flushing correctly it's backing up and overflowing and we've also got a drain in the conservatory which is overflowing as well we [sys] what's [usr] believe [sys] the postcode [usr] that it's it's just needs jet washing at the front there's [sys] what's [usr] an access [sys] the postcode of the property please [usr] it's [pii] [sys] we do not we don't cover [pii] i'm sorry can i give you another number [usr] yes certainly [sys] it is 01675 [usr] i've got my mind in you got a pen what's a pen four sorry go on [sys] ok 01675 [pii] [pii] it's still dying out it's just [usr] ok [sys] a different franchise [usr] no problem thank you bye [sys] lovely [usr] bye [sys] thank you bye	6Qualified Lead
[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 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 thank you for calling british gas services this is [pii] speaking and i'll be your today how can i assist you [usr] good morning i've [sys] good morning [usr] i've got a a toilet cleaning job as it were booked with you for next tuesday the second of january [sys] yes [usr] can i give you the reference number would that help you [sys] no that's fine i'm i'm just [usr] i need [sys] going [usr] to [sys] into your profile [usr] ii i just need to cancel it unfortunately because it's a problem has gone away as [sys] ok no that's fine i can i'm just gonna go into your profile and i should be able to cancel it for you [usr] ok [sys] i would just have to do a verification check is that fine [usr] that's no problem [sys] thank you i'll need you to confirm your full name for me please [usr] [pii] that's [pii] er [sys] thank you mr but i also need your address as well as your date of birth please [usr] ok the address is [pii] [sys] right [usr] [pii] [sys] yes [usr] ok i'm sure [pii] [sys] thank you ok i'm just loading this up now [usr] thank you [sys] is it the appointment that there's an appointment that's showing that it's booked for the 19th of the second ok that is service [usr] no no no no that's that's a boiler service there's not to be canceled no [sys] right [usr] this is a this is a repair service scheduled for the second of january [sys] ok and this is for a a repair on the boiler or central heating system [usr] no to repair to the toilet [sys] ok [usr] i have a reference number here if that will help [sys] ok [usr] you [sys] yes you can give me the reference number please [usr] ok dy [sys] yes [usr] dash wo [sys] yes [usr] dash 373 [sys] yes [usr] 1850 [sys] was thank you let me search now the i ok this is booked through local office i'm just gonna have to call through to them they can cancel that for you [usr] ok [sys] fine i'm just on a call now i'm gonna place you on a brief hold mr [pii] is that fine [usr] but do do do make sure you get the right one this is the one for the second of january [sys] yes yes no no i'm on the right one i'll just make sure that they cancel the [usr] ok [sys] the proper [usr] that's fine [sys] one [usr] thank you [sys] i'm gonna place you on a brief hold now thank [usr] thank [sys] you [usr] you [sys] thank you for serato [usr] ok yes [sys] ok i have i have canceled the appointment for the second of january that appointment has been canceled for you ok [usr] ok thank you very much for that [sys] and no [usr] ok [sys] problem [usr] then thanks for your help [sys] thank you no problem have a very good day [usr] you [sys] all [usr] too [sys] right [usr] bye [sys] thank [usr] bye [sys] you bye	6Qualified Lead
[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 my name is [pii] how can i help [usr] hi [pii] my name's [pii] i've got a property that we manage in [pii] just outside iron bridge the drains well the toilets are all backing up through the system and it's part of it's there's a lot there are quite a few properties that all share the same drainage system is that the thing that you do [sys] yes it is [usr] ok what's your availability today [sys] i don't know to be completely honest with you what's your postcode [usr] the postcode is i'm gonna have to have a look [sys] cos what i'll do is i'll get you through to the local office they should be able to give you a much better idea of when we can get somebody to you [usr] writing all right it's one of the rental properties i'm just having a quick meeting ok and driving and looking at my phone at the same time don't ask [sys] i pretend that i didn't hear that [usr] you didn't hear that at all i can't pull over there because it's a bus stop and the bus is behind me [sys] right fair enough [usr] hold on one second i'm scrolling through you think i'll have to hold on i hope you can hold on one second [sys] i can wait it's fine [usr] that's very you found it i found somewhere to pull it that's a bonus [sys] cracking even better [usr] hold on one second sorry i'm just uploading our system on [sys] yes that's no problem [usr] because i've stopped where stop where i don't have any internet do what i'm gonna have to have a look for it and i'll give you honestly [sys] no it's all [usr] seem [sys] good [usr] to have pulled [sys] again [usr] over [sys] it [usr] in the [sys] it [usr] one spot where my five g's dropped out it won't give me anything i'll give [sys] it's [usr] you a call [sys] typical [usr] back i i don't [sys] isn't [usr] want [sys] it [usr] to keep you busy i'll call you back [sys] that's [usr] thank you [sys] fine no worries all right bye [usr] bye	6Qualified Lead
[sys] good morning how can i help [usr] hello yes my name is [pii] i'm calling on behalf of we have a problem at prospect house that we need someone to urgently come and look at [sys] ok no worries what was the postcode there if you could just remind me sorry [usr] it's [pii] re [sys] why not i mean that was pro house [usr] i think [pii] would normally have contacted you he's our facilities manager here but he's stuck in a meeting [sys] no that's [usr] i've just [sys] fine [usr] picked up the phone [sys] no worries we should be able to get someone there today [usr] perfect it's for the ground floor ladies [sys] ground floor ladies [usr] and it's to do with the sinks i don't know much more other than there's a blockage and all the sinks are now full of water [sys] ok no worries all thanks for [usr] but we've tried to do our bit internally and nothing's happening [sys] ok no worries all all sis fault no that's fine [usr] but if someone could come today that would be great because the problem that we have is i can't there's only one other toilet that i can get the whole of the ground floor ladies [sys] right [usr] to use because of it all being different companies throughout the building i can't grant one company access into my company for example [sys] no that's fine we'll get some of that as soon as we can ok [usr] that would be perfect thank you [sys] no [usr] much [sys] worries thank you [usr] thanks [sys] thanks [usr] bye [sys] bye [usr] bye [sys] bye	6Qualified Lead
[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 and thank you for calling british gas services this is speaking and i'll be your solver today how can i assist you [usr] yes good afternoon to you [sys] ok [usr] i [sys] good [usr] have [sys] afternoon [usr] a i have a job with a plumber to go down to one of my property this morning [sys] yes [usr] it's a it's a bit complicated it turned out the job is already being done by someone else [sys] yes [usr] and what he needed to do was to do another job to fix a toilet he said that he's [sys] yes [usr] not that's not his job because he's a drain engineer not a plumber [sys] yes [usr] no i have already paid the [sys] yes [usr] £50 excess can you send me a [sys] ok if that the appointment for the it was a train engineer right [usr] yes [sys] and you said the problem was already fixed [usr] the drainage has already been done it was done by somebody else the service the service people of the building done it because it was [sys] ok [usr] an internal it was an internal problem it was their responsibility and i i asked [sys] yes [usr] the diner road if they could fix the toilet and the guy the the guy turned up on diner road then he said to the tenant today he is a he is a drainage engineer he doesn't do it doesn't fix toilets i need a plumber [sys] ok no problem [usr] have you got my post code [sys] can you give me the postcode please [usr] i think he's about [pii] [pii] [sys] ok and thank you just with the the excess fee you gave your card details is that correct [usr] yes yes [sys] or [usr] i gave [sys] when [usr] my [sys] they booked [usr] card [sys] the appointment [usr] detail and i i paid £60 obviously the job has not been done but we [sys] yes [usr] can transfer [sys] that [usr] that [sys] six [usr] onto the plumber [sys] yes that £60 has not or wouldn't be considered as taken as that's usually for pre authorization that's only only taken once the job is done once the they do a repair on the on the property [usr] the job is not being done really i don't mind about the £60 as long as i get the toilet fixed [sys] miss ok just searching the profile now you don't perhaps have your [pii] number your home care number [usr] my my my mobile number [sys] your home care number [usr] the home number is [pii] [sys] wow ok is it a [pii] [usr] [pii] [sys] ok i will just need to confirm your full name as well as your date [usr] yes [sys] of birth [usr] [pii] [sys] please [usr] 7 12 48 [sys] ok thank you i'm just getting into the system to book an appoint for now [usr] yes thank you [sys] was the toilet what was the problem with the toilet [usr] the [sys] if [usr] toilet [sys] i may ask [usr] there's there's one of those a push button for the the tank but [sys] yes [usr] the thing is the push button is is not working it's not flashing i think [sys] ok [usr] it is replacing [sys] ok and is there another toilet in the property [usr] yes there is another toilet yes [sys] just checking appointment slots for you now [usr] ok [sys] ok show me i can book someone for today between now and six pm [usr] today i don't know if there's anyone available or the dear [sys] the next appointment will be for monday between also between eight and six if it's maybe specific slots you are looking at the next slots that we do have is for wednesday which is on wednesday we have the morning [usr] no [sys] slot [usr] no [sys] between eight [usr] no [sys] and one and we have an afternoon slot between [usr] can [sys] one [usr] you [sys] and six [usr] can you can you stay on the line and i'm trying to call the tenant [sys] ok no problem [usr] please [sys] which are you gonna place me on hold and call him or ok ok ok no problem [usr] what time did you say today [sys] it's between now and six pm any time from now up until six pm [usr] no no no no let me call the girl and see what she says [sys] ok	6Qualified Lead
[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes hi out of hours can we help you there please [usr] yep hello it's from the mighty food [sys] right [usr] my [sys] sorry [usr] manager hello [sys] have you made a booking already or you're making one [usr] i think we already booked one and i just need to know about the job and my [sys] right [usr] manager called you guys [pii] [sys] right well the engineer will call you and see before he knocks on the door what's your postcode [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] right what what's the job for sir [usr] it's for a to clear the pump pipe clear the pipe from the [sys] right [usr] something that [sys] there's nothing [usr] i [sys] booked there's nothing booked at the moment [usr] because i think we just waiting for a replay from you guys whether you cannot leave today or not [sys] right now [usr] can [sys] x [usr] i just [sys] four [usr] just [sys] user [usr] check with the guys [sys] they're not open at the moment the on demand team [usr] ii i think you guys said that they will call me back about a replay whether they can attend it today or not i'm waiting for the [sys] i [usr] because it's really urgent can you just check with [sys] if [usr] guys [sys] you were not the team well you come through to the department but the the the team you need to close they call the on demand team [usr] ok [sys] we we wouldn't have the booking here [usr] ok [sys] and he says ox four [usr] ox 46 nl [sys] i don't have anything on that sorry just a moment just a moment 44 ln [usr] ox 46 nl [sys] six nl [usr] yep [sys] that's definitely right is it what's the name on the account please [usr] mighty i think might your mini plan of food [sys] no i don't have anything sir [usr] can [sys] have you got [usr] you just [sys] the reference [usr] check [sys] number sir have you got the booking reference [usr] no i don't have anything that because i think we asked the road whether they can do it today or not and we are waiting for the replay is there any chance to that you can check with someone else [sys] give you a number to ring you can try this number [pii] just a moment sir i'm not sure if they're open [pii] [pii] [usr] [pii] no worries [sys] ok i can try and [usr] cheers [sys] put you through [usr] thank you [sys] thank you for calling dino [pii] partnered with british gas calls may be recorded for quality and training purposes our offices are now closed if you suspect a gas escape please call the gas emergency service on [pii] power cuts should be reported to your electricity distributor by dialing [pii] from your phone for other emergency numbers please visit our website www dot british gas dot uk forward slash business	6Qualified Lead
[sys] good morning plumbing [pii] speaking how can i help [usr] hello mate you're right i spoke to [pii] or this department essex department of dinah rod er a couple of days ago regarding some work that i'm hoping to get done with you or be a part of with you er it was an email i sent an email to [pii] is it far [sys] alright [usr] your contracts manager [sys] ii i can double check what was what was the postcode of the property there or the premises there [usr] well no it's what it is is i'm a small asbestos company and i keep coming across customers that are getting work done by [pii] but obviously it's it's got an asbestos floor bitumen or whatever beforehand and dino dino [pii] don't wanna deal with it personally i was just hoping to get in contact with the contracts manager i did send an email on monday cos the other woman that i spoke to gave me the email address i was just chasing it up to see if you [sys] ok [usr] got it [sys] i can i can double check with my colleague see she's received that there what was your name again what what company are you from sorry [usr] it's it's [pii] [pii] and the company southern east asbestos limited [sys] ok let me just see if i can get a hold of my colleague there bye bye [usr] not a problem [sys] hi sorry to keep you on hold there i've just been trying to get a hold of my colleague i know she's been in and out of meetings all all the morning there and i'm working remote i'm not sure she's currently in a meeting at the moment but i'll ask her to respond to the email that's been sent across here just to look into that then [usr] ok lovely thank you very much [sys] ok no problem bye bye bye bye [usr] cheers mate [sys] bye bye	6Qualified Lead
[sys] thank you for calling rod [usr] dot [sys] partners [usr] com [sys] 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 quiet 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 afternoon speaking to how can i help [usr] hi i was wondering to make an inquiry about getting someone to look at my a drain at my son's house he's at work just now with a view to maybe unblocking it or if it needs cleared and we're not sure exactly what [sys] ok why what's going on with it well we're talking internal external is [usr] it's [sys] it overflowing [usr] it's [sys] why what's going [usr] drains [sys] on with it [usr] the drain at the back of the house where the down pipe goes into it it appears to be a de blocked we've tried jetting it that doesn't work we had our hands [sys] right [usr] down and blew out all our crap it's it's just it's a it's a it's a house that i don't think anyone's bothered to do much in the past and do what i mean [sys] a we can have a look at it what's his postcode [usr] what's [pii] postcode [pii] that's [sys] [pii] [usr] a she yes [sys] [pii] right ok hold the line then let me give you the direct number for the office in that neck of the world and they'll take it from there [usr] ok thank you very much [sys] have you got a pen handy [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] all right [sys] alright i'll give them a ring and they'll take it from there [usr] ok thanks very much for [sys] all [usr] your help mate [sys] right no [usr] cheers [sys] worries have [usr] bye [sys] a good day bye bye bye bye	6Qualified Lead
[usr] and we need no call [sys] thank [usr] out [sys] you for [usr] charge [sys] calling dino rod partners british gas [usr] thank you [sys] please [usr] for [sys] listen [usr] to be [sys] to [usr] here [sys] the options carefully we can get you to the right [usr] or [sys] team [usr] anything [sys] if [usr] yet [sys] 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 [usr] still [sys] we record calls for quality and training purposes hello you're through to how can i help [usr] yes good afternoon i wanted to ask you a question we it seems to be that we have a flat in the [pii] the three story building in [pii] and [pii] i wonder if you cover that area [sys] we should do nw [usr] ymw [sys] three let me [usr] three [sys] just have a quick check we do that area [usr] ok fantastic my question is it it the the freeholder is camping council themselves and i reported this issue to them but they say they gonna take them six hours to get somebody their plumber this is the the issue from the description what i received from the tenant is that whoever this sink overflowed but but we didn't use any of the outlets at all no dishwasher no washing machine all the top in the kitchen sink it appears that who is using it above us in the in the flats above us it's somewhere in the main stack there is a blockage it backs into our sink that's the only that that could be the only explanation i mean [sys] right ok [usr] i ok i wonder and it's and it's we are this kitchen is somewhere in the in the middle of the in the level of the building itself the flat the flats below have no drainage issues and even we have a split level apartment the kitchen is on the top bathroom and sink and bathroom is on the bottom level bathroom drains normally ok that's only on i would expect it somewhere in the main stack between the kitchen and the bathroom that's where the blockage originates i'm [sys] ok [usr] wondering will i be able to get some a report from your engineer whoever comes to unblock it will i get some an explanation what caused the blockage or where the blockage is located i can take it up with the with with camden all through building insurance any cost associated with unlocking let's say [sys] i mean really it can be two options there you can do it do it that way or you could organize a cctv with the local office which they'll identify where in the drains is the blockage and then that can be sent off to the building people [usr] well [sys] there's two ways really you can do it [usr] well i think it's obvious that if the flats flats above run their taps if they end up in my sink how i mean if it's not the main stag then what it is it's definitely not my flesh internal plumbing it can't be because then why would the why would the water from the flat above end up in my sink i mean this [sys] no [usr] is [sys] i [usr] this [sys] totally [usr] is [sys] get [usr] just [sys] you [usr] a this is just a logical we don't need some camera investigation for that i mean the pipes are the pipes if it's there is a blockage on the main stack then it would come back to me it's only my water can come back to me if if it's my fault i was just wondering if this can be something that investigated while being unblocked can i have a small note saying that and that's all [sys] yes i definitely would have thought what i will do is i'll give you the the local officers number [usr] -huh ok [sys] and then maybe [usr] bye [sys] give them give er contact them and then see if they if they can definitely give you some report for it [usr] right huh and [sys] that's probably [usr] what [sys] what i suggest [usr] would be the ok fantastic and what is the cost of this type of procedure of the [sys] that that [usr] unblocking to get this thing unblocked [sys] that will be something the local office will talk to you about as well [usr] -huh -huh ok [sys] they'll they'll [usr] and [sys] they'll [usr] i [sys] be able [usr] can [sys] to walk you through [usr] can [sys] that [usr] i book the same online [sys] you can do definitely if you [usr] can [sys] book [usr] do [sys] it online [usr] that online as well [sys] no that's totally fine [usr] ok [sys] right [usr] can [sys] should i [usr] you [sys] can [usr] give me [sys] i [usr] the [sys] get your [usr] yes [sys] can i get your full postcode then please and i'll find out which [usr] [pii] [sys] local office it is [usr] yes sure it's [pii] [pii] [pii] [sys] what else are we you look you ready to take this number down [usr] yep [sys] it's [pii] [usr] yep [sys] [pii] [usr] yep [sys] [pii] [usr] they working on saturdays [sys] the lock off they should be open until 4 p.m. today [usr] 2:04 p.m. today understood ok great thank you very much [sys] all right [usr] ok [sys] no [usr] let [sys] problem [usr] me give [sys] you're very [usr] it a try [sys] welcome take [usr] cheers [sys] care [usr] bye [sys] buddy bye bye bye [usr] thanks [sys] bye bye [usr] bye	6Qualified Lead
[sys] welcome to dina rod thames valley region please note all calls are recorded for training and monitoring purposes please choose from the following options press option one to book a job it's two for accounts and option three for anything else welcome to thames valley region is a franchise of dino rod experts in drain clearance and repair we offer 24 7 365 days a year assistance hello down the road [usr] hello there i had my toilet done in april the guy came out and he's sorted it out but i've got exactly the same problem that's happened again [sys] right let me just get on the right page i won't keep you a moment [usr] ok [sys] could i take the postcode please [usr] it's [pii] 49 [pii] [sys] nine lb and what's the first line of the address [usr] [pii] [sys] no problem let me just have a look at the notes we had [usr] thank [sys] to use [usr] you [sys] 100 machine and the quite difficult to clear is it an upstairs toilet [usr] no it's a bungalow [sys] it's a bungalow all right is there no manhole access then if he had to use the 100 machine [usr] i don't know [sys] do [usr] i that's what i wanted to ask because i haven't got the form at the moment because i sent it off to my accountant i just wanted to know what happened that time did he put the camera down to see what happens and why [sys] he he couldn't put camera down because he had to go through the toilet with the 100 machine which is the last resort when there's no manhole usually [usr] well there should [sys] he [usr] be [sys] wouldn't [usr] about [sys] have [usr] there is a manhole out there [sys] but it's i don't obviously i don't know if it's relating to that toilet as such it but it didn't do a camera no i don't know if there wasn't maybe because there wasn't a manhole that was accessible i'm not entirely sure but [usr] right [sys] that's usually a last a a last ditch attempt to do the 100 machine obviously but i mean if we because it was april it's only a three month guarantee we [usr] i [sys] we [usr] know [sys] would [usr] but [sys] charge [usr] then i'm not [sys] to come out again [usr] but i can't pay 100 and 200 something again every six months if i wanted to know why you didn't put the camera down and what what was the problem because i didn't really think about it i thought it's done but i can't keep paying that money every six months what i mean [sys] i do but it is only a three month guarantee we we [usr] i get [sys] wouldn't [usr] that [sys] be able to [usr] i understand [sys] come out all [usr] but what [sys] i could [usr] was [sys] do [usr] the [sys] is [usr] problem [sys] since [usr] i i need to speak to him that i know why he didn't [sys] ha [usr] put the camera down is there something [sys] he [usr] going on because is this just gonna happen every six months i would imagine [sys] i mean he's not with us anymore and he probably wouldn't remember from april because they do about 8 10 jobs a day anyway i doubt if you'd remember it's a long time ago [usr] right [sys] i'm not gonna be able to find out unfortunately all i could do is send someone along and ask them to look to see if there's a manhole that's accessible and to check it with the camera then that would be all we could do [usr] that would cost me the same amount of money that last time as [sys] it's [usr] last [sys] it's [usr] time [sys] 100 and 80 it's gone up now it's £10 more expensive [usr] i'm sure i paid [sys] it's gone [usr] 200 [sys] out of it [usr] something then didn't i what did [sys] no [usr] i pay last [sys] 100 and 70 [usr] it's 100 [sys] you [usr] and [sys] paid [usr] £80 [sys] us [usr] for him to come out and put the camera what why didn't he put the camera in last time [sys] i don't know i said i can't tell you but he used 100 machine which is usually the last ditch attempt if there's no manhole to go from especially if it's downstairs maybe it was difficult to clear but i i mean i say all i can do is send someone along and ask if there's a manhole but if you've got no accessible manhole we can't camera we can't camera down the toilet [usr] there's a manhole right outside outside [sys] but [usr] the door [sys] i said i i just work in the office and i said we don't know if that manhole is leading to that toilet because it would seem strange that he would use the 100 machine [usr] ok all right i'll [sys] i dunno [usr] i'll i'll figure it out first because i can't [sys] i have [usr] afford [sys] a think [usr] that money today [sys] no no i understand ok [usr] because [sys] then i am [usr] you [sys] sorry [usr] know it was only six months and he hasn't obviously done the camera then he hasn't done his job probably then has he because [sys] well we can't say that because i said i don't because he used 100 machine we don't usually use the 100 machine unless absolutely necessary because it can break a toilet it's we usually go from a manhole if it's downstairs or sometimes it's just blocked in the pan if he's had to use 100 machine he must have had difficulty clearing it but he's not with us anymore and it was eight months ago i wouldn't be able to tell you i'm afraid [usr] ok all right thank [sys] i [usr] you for [sys] am [usr] your help [sys] sorry ok no [usr] bye [sys] worries [usr] bye [sys] bye [usr] bye bye bye	6Qualified Lead
[usr] ok [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.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 afternoon speaking how can i help [usr] hi i need somebody to come out and block some drains for me please [sys] i'm supposed to get [usr] it's dh 58 lu [sys] and first line of the address [usr] it's [pii] [pii] [sys] same [usr] [pii] [sys] road and what's your name please [usr] it's [pii] her [sys] thank you and what's the contact number [usr] [pii] [pii] [sys] yep [usr] [pii] [sys] all right sorry is this a sorry this a tented property [usr] it's a commercial public house [sys] it's a commercial sorry it's a commercial address ok ok that's fine and what does that needs to be done please [usr] the ladies' toilets are blocked there's a drain underneath i i had phoned to book on christmas eve but we managed to get it away but it's happened again there's obviously something blocked a little bit further along [sys] no no worries that's absolutely fine that's absolutely fine somebody will be coming out as soon as possible and [usr] right [sys] indeed i'll stick it on there [usr] right will will they be able to pay at the property just i'm not there at the minute that's all right ok that's [sys] there [usr] great [sys] you pay by card cash bank transfer [usr] right [sys] there's different options [usr] right ok and how long do you think they would be to start and give them a rough idea [sys] at some point today hopefully no later than six but they will call before time of arrival [usr] right ok that's great all right thanks very much for your help then thanks [sys] thank [usr] a lot [sys] you [usr] thanks [sys] cheers [usr] bye [sys] take care	6Qualified Lead
[sys] good afternoon you plum [usr] hi good afternoon i i have a problem one yes yesterday one of your plumbers has fixed the flush in my toilet but at the moment i i don't think it has been done well and my wife has just rang me that is just continuously flashing and it's just running without stopping i wonder we have this service through i think one of these british gas that things but i wonder whether you might i i do not know whether i should call you directly because your plumber gave us your the name of your company or whether we should re book an emergency service with the british gas [sys] it have you got cover with british guest [usr] sorry [sys] do you have cover with british gas [usr] no no it's just the we have the home cover for with british gas [sys] for plumbing [usr] sorry i did not hear it very well [sys] do you have cover with for for plumbing under your british gas [usr] sorry i do not let me see if i can get a better room somewhere sorry [sys] do you have cover with british gas for your plumbing [usr] we yes we have a cover we rang them they send one of your plumbers and it did the work yesterday in the morning but it has been fixed and the flash is i mean the water is just running through continuously you can you put [sys] what's [usr] you [sys] your postcode [usr] might have the [sys] and [usr] details [sys] i'll have a look [usr] yes it's g 11 5 hd [sys] for the tickets g 11 sorry [usr] g 11 5 hd [sys] and what's your name [usr] my name is [pii] [sys] right [usr] and [sys] this [usr] the flat is [pii] [sys] hm [usr] was done yesterday i think in the morning around 10 11 something that [sys] does it just keep flashing [usr] just flushing all the time there is a lot of water coming through and my work is unable to stop [pii] work [sys] wait [usr] i haven't [sys] hold [usr] seen [sys] on [usr] it [sys] a wee second [usr] but [sys] i'll see if we can get someone back out [usr] thank you [sys] hiya [usr] hello [sys] hi there we'll get the plumber back out this afternoon it'll be before five [usr] before 50 that's [sys] ok [usr] great thank you very [sys] thank [usr] much thank [sys] you bye [usr] you [sys] bye [usr] thanks bye bye	6Qualified Lead
[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes what is it for that [usr] hello [sys] good evening speaking can i take your name please [usr] [pii] er [sys] thank you how can i help you today [usr] we have a problem with our drains and we've had a company out who was supposed to be working on the second of october on the end of next week but unfortunately we need something more urgent the the problem diagnosed by the previous engineer was 4.5 inch pipe coming from the upstairs toilet to the downstairs toilet which is completely blocked with lime scale and crystallized urine but now we have a toilet that works but our downstairs think he's filling up with water it's really not good we need some a bit more at the end of the week [sys] right ok and you've already said there's a build up from going outside the house did you say [usr] no we have somebody coming out at the end of the week to he said he would need to use one of these mechanical coils to break up the lime scale in the pipe or something all the problem is inside our house it's not a problem for outside and they can't do it until the end of the week what we're looking for somebody tomorrow because our sink is now full of water which is the only room that we can use the toilet in it's [sys] right [usr] just making [sys] ok [usr] sense [sys] ok the only problem is why did they say that they couldn't do it any sooner [usr] they need the machinery [sys] the problem is that i don't think we're gonna have the machinery available tomorrow [usr] ok [sys] what i would advise you to do let me just see what i can do for you just give me one second can i take your postcode please [usr] it's [pii] [sys] as long as the address [usr] [pii] [sys] [pii] was that is it a flat or a house [usr] house [sys] because i've just got i've got a feeling that they can't do any sooner because they can't get machines any sooner let me just check ok just repeat the first line of the address again sorry [usr] [pii] [sys] i found it found it have you got a pen handy [usr] two seconds i will what i'll do is i'll take it down as a message for [sys] it's [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] and who's this [sys] that's [pii] that's [pii] and that's the franchise dino franchise number what i'd advise you to do after nine o'clock in the morning tomorrow give that number a call and see if they can do anything sooner because [usr] ok [sys] they can they they've got the detail the information to be able to pull up your details and see if there is anything available sooner [usr] ok ok all right then thank you very much [sys] ok i'm sorry there's nothing else i can do but that's definitely on the system for you now but just give give them a call i'm hoping that they can bring the machine sooner but ii i can't guarantee it unfortunately [usr] no it's i mean it's another company they're booked for friday but it's too it's too far away i'll try these people tomorrow morning at nine thanks a million thank you for your help [sys] definitely take care bye [usr] take care now bye bye	6Qualified Lead
[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 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 this is a [pii] speaking how can i help you [usr] i i rang a few minutes ago i think i spoke to a chap you're all in the same call center or you're all in different places hello [sys] i'm not quite sure do who you called [usr] i i rang this num number the [pii] number [sys] right ok [usr] am i through to [sys] right [usr] that number [sys] and are you looking for an eta [usr] pardon [sys] are you looking for an eta or would you want to book a job in [usr] no there was a y one of your guys has been out to one of my properties today in [pii] a a rent a property that i have and said he can't solve the problem cos it's united utilities it's it's a sewage it's a sewage problem who can i ring [sys] ok [usr] he's just left he's left the job and just he can't do it who can i ring [sys] your local water board [usr] right ok [sys] let [usr] then [sys] me check would you want the number for them or [usr] go on then please [sys] right can i get your postcode [usr] [pii] [sys] [pii] right let me check your local water boards it's [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] yes [usr] that's your nice utilities i'll give them a call then ok thank you bye [sys] all [usr] now [sys] right [usr] bye bye [sys] no worries take care bye	6Qualified Lead
[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 good morning you're through to [pii] how can i help [usr] i was wondering if you have somebody who can come out in [pii] i'm from a store a shop but our toilet's flooded but it's flooded our whole floor [sys] ok what's the postcode [usr] it's [pii] [pii] [sys] [pii] that will need to be [pii] ok i'm just gonna get you through to them now hold the line [usr] cheers thank you [sys] good morning [pii] [usr] hi there is that [pii] one [pii] [sys] yes it yes how can i help you [usr] phoning from a shop in belf in the city center in [pii] and we've got we had a blocked toilet but for the last couple of days it's just flooded everywhere into the shop we we had a plumber out today [sys] my [usr] we [sys] goodness [usr] said they would need to contact yourselves just to get an unblocked water shump down it if what i mean [sys] could i take a couple of details from [usr] of course [sys] you please [usr] you can yes [sys] and what what's your name [usr] my name's [pii] [sys] what's your name please ok ok and a contact number please [usr] yes [sys] [pii] [usr] [pii] [sys] and the the name of the shop please [usr] [pii] and jones [sys] and the address [usr] it's [pii] [pii] [pii] [sys] ok and are you on the ground floor the first [usr] on [sys] floor [usr] the ground [sys] [pii] [usr] we're on the ground floor [sys] excellent ok ok can you bear with me a moment i'll see if i can transfer you through to [pii] here who'll [usr] great [sys] be able to help you [usr] much thank you [sys] hi [pii] i'm really sorry to keep you waiting [usr] that's [sys] there [usr] ok [sys] the person i need to speak to [pii] is just on with another customer at the moment [usr] no problem [sys] if it's ok with you i've got all your details here i'll email them through to him and he'll call you as soon as he becomes free [usr] that's good thank you much i appreciate it [sys] no problem at all [pii] [usr] 10 9 [sys] thanks for your call [usr] ok bye bye [sys] ok bye bye	6Qualified Lead
[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.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality [usr] i'm [sys] and [usr] saying [sys] training [usr] i've got [sys] purposes [usr] a a damaged stack pipe underground ok i've gotta know what i'm saying take the phone if you you want to call [sys] dino [usr] back [sys] is one of the [pii] leading plumbing and drain services [usr] no [sys] from blocked drains to burst pipes and busted boilers we're here to help [usr] you i think the thing that i mean you used to be a plumber before was that [sys] good [usr] under [sys] morning [usr] growing [sys] you're [usr] on [sys] through [usr] it [sys] to [pii] speaking how can i help you [usr] good morning i live in [pii] [sys] yep [usr] i have a damaged soil pipe underground underground underground is there any way you can go into the manhole and shine a light up the pipe to tell me where it's damaged [sys] it's our local office that you'd need to speak with can i take [usr] well [sys] your postcode [usr] i rang i rang dino [pii] who am i through to [sys] you've come through to the on demand team we're based in [pii] but we do we we only [usr] right [sys] book on demand jobs [usr] well [sys] for [usr] well i ra i rang a dino [pii] and ended up with you what [sys] yes [usr] do i do [sys] can i can i take the postcode please [usr] [pii] [sys] and what was the number that you called [usr] [pii] [sys] no it's a different number here i'll pass you through now ok [usr] thank you [sys] yep [usr] he's putting this through well i still need to know [sys] welcome [usr] it [sys] to dina raj thames valley region please [usr] fair [sys] note [usr] enough [sys] all calls are recorded for training and monitoring purposes please choose from the following options press option one to book a job it's two for accounts and option three for [usr] when [sys] anything [usr] my [sys] else [usr] [pii] i [sys] welcome [usr] end up [sys] to [pii] thames [usr] i've [sys] valley [usr] switched [sys] region please [usr] signs [sys] note all [usr] and [sys] calls [usr] i can't [sys] are recorded for training and monitoring [usr] i was [sys] purposes please choose from the following options press [usr] i can't [sys] option [usr] get [sys] one [usr] lost [sys] to book a job it's two for accounts and option three for anything else [usr] i can't do anything ok i've lost that now [sys] your call cannot [usr] right [sys] be transferred please try again later [usr] no	6Qualified Lead
[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 hello hello you're through to [pii] and the silva here at british gas can i have the postcode please [usr] [pii] [sys] and the house number [usr] 15 it's a [pii] [pii] [sys] this is [pii] how can i help you [usr] i'm i've got an an engineer's appointment with [pii] today it was an eight between eight and one i did call about 12 something to find out where the engineer could be or if if he's running on schedule i think he was supposed to be late but he still isn't here [sys] what type of engineer is there [usr] it's a diner rod engineer [sys] what's your full name [usr] and ein [sys] alright let's have a look let me check for you [usr] thank [sys] now [usr] you [sys] it's 21st december let's have a look it's been scheduled when is the schedule for this morning [usr] between eight and one it's scheduled for but i understand that he was running a bit late but it's now 10 past two [sys] i'll give [usr] and [sys] them a ring now [usr] could you thank you [sys] i'll give him a ring for you ok [usr] thank you very much pardon it's mad it's mad a nice one gasper more crap up we go that i'm gonna take that to the dump no problem you can get rid of it it's been outside as i would request it what's that this is my third five ok long ago devil i do hello yes i've got something you can find on wrapper is that gonna be all right go you're joking are you serious i was no cos you had a power cut for a while didn't you why not to say because it's food in your freezer and stuff isn't it it's really that to talk over many hours they got i don't know if i'm on hold or what here as long as they pay for it don't worry or even well it's just not nice at this time of year is it i don't really use it i got from well i don't know if someone holds here or what that should i check when you ring me back they have my number to call me back you're not in the queue you are you with the health center ok what was happening no it's fast don't worry that no definitely not this new one can go up blimey is that hello you go to that one i think i'm gonna have to call them back	6Qualified Lead
[sys] thanks for calling dino plumbing please note all calls are recorded for training and monitoring purposes please hold while we connect you to a member of our team we'll be with you in just a moment good morning come in [usr] hi i'm calling my name's [sys] all [usr] i'm [sys] right [usr] calling [sys] thank [usr] from [sys] you [usr] cbre [sys] bye [usr] regarding a [sys] probably [usr] getting a quote [sys] you [usr] for [sys] probably [usr] a [sys] you can [usr] kind [sys] break down [usr] of [sys] last night [usr] drain underground drainage survey on a commercial building [sys] i talk about [usr] would that be something that you guys are able to provide services for [sys] did you mention drainage is it [usr] it was an underground it was called an underground drainage cctv and g pr [sys] ok that would be that will be able to provide that service [usr] ok [sys] i can [usr] cool [sys] get a contact number for you [usr] that'd be great [sys] what is the postcode area [usr] it's it's friendly and sorry [sys] i think it's been an awful lot [usr] give me one second and i'll just look up the post code [sys] ok famous last words no [usr] it is [pii] [sys] ok thank you i'll just get the number for the local office [usr] thank you [sys] ok i've got a number for [pii] [usr] perfect [sys] the number is [pii] [usr] yes give me one second i just need to grab a pen [pii] [sys] [pii] [usr] -huh [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] perfect [sys] ok [usr] ok perfect thank you [sys] you're [usr] very much [sys] welcome thank you bye [usr] thanks [sys] bye [usr] thank you bye	6Qualified Lead
[usr] get round to it i'll call [sys] thank [usr] them but [sys] you for calling dino rod [usr] they sent [sys] partners [usr] me a text [sys] with [usr] be [sys] british [usr] we're gonna [sys] gas [usr] be there what's the point in me [sys] please listen to the options carefully we can get you to the right team if [usr] they would [sys] you need any help with a drainage problem press [usr] with [sys] one if you require our plumbing services press two or if you have an existing home care policy 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 [usr] ok [sys] calls for quality and training purposes dino is one of the [pii] k's leading plumbing and drain [usr] 941 [sys] services from blocked drains to burst pipes and busted boilers [usr] when you [sys] we're here to help [usr] hi [sys] you're through [usr] ok [sys] to dino my name is [pii] how can i help [usr] hi good afternoon we had one of your chaps come out yesterday to help with the drainage issue but unfortunately his jet wasn't the batteries on it weren't charged he couldn't clear the problem he's due to come back today he said he'd be back at midday but we haven't heard from him at all i wondered if i could just check on [sys] ok [usr] time [sys] wwww [usr] of arrival [sys] what is the postcode please [usr] of course it's [pii] november 5 [pii] [sys] and the first line of your address [usr] it's [pii] no it's not it's [pii] that's my home address it's [pii] [sys] ok i'm gonna give you a number to call this is the number to the local office [usr] ok [sys] and [usr] pale [sys] they should be able to give you an update on that bear with me do you have a pen please [usr] i do [sys] it's [pii] [pii] [usr] [pii] [sys] [pii] [usr] [pii] did [sys] [pii] [usr] you say sorry sorry [sys] but [usr] sorry [sys] le let me repeat again for you it's [pii] [usr] thank you [sys] [pii] [pii] [usr] perfect got it perfect thank [sys] right [usr] you [sys] you [usr] much [sys] cheers [usr] ok [sys] bye bye [usr] cheers bye	6Qualified Lead
[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 good afternoon you're speaking to [pii] at diana how can i help [usr] hello i'm calling from apple in [pii] and we've got a blocked loo but we will i i'm not sure if it's internal blockage or an external one with the man hole in the garden please [sys] all right just check is that a commercial building [usr] no it's a it's a a domestic house sorry i didn't know if you provided emergency cover in our area [sys] that's what's your postcode area [usr] ex 39 [sys] yep [usr] [pii] please [sys] second they can get somebody out for you for them to attend is it that you're looking for [usr] yes please as soon as possible [sys] it'd be £225 and that would be be between [usr] that's fine [sys] now and 12 o'clock [usr] 0 12 o'clock tonight [sys] any time up to 12 o'clock tonight [usr] is there any way of confirming any is there any way of getting aaa closer eta on that [sys] not [usr] please [sys] till later on today because this job will go to the evening staff now we change over at five we won't be able to give you an eta until later on [usr] and will he be able to unblock the the loo in the house or is it do you just do things outside [sys] he'll make sure that the man hole is clear outside and he'll do a test on the toilet to make sure that's flowing as well [usr] all right bear with me i'll i'll just have a chat with my mum and i'll call you back thank [sys] no problem [usr] you [sys] ok [usr] thanks bye	6Qualified Lead
[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 did that you can now book drainage services online in a few easy clicks visit dino.com [usr] what did he say [sys] for [usr] he [sys] details [usr] said we needed a return [sys] alternatively [usr] visit by somebody [sys] please [usr] else [sys] hold and your call will be transferred to a customer service advisor [usr] three [sys] 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] hi there we we're currently being looked after by you guys at our at our house we were expecting a return visit today from [pii] and we haven't had a call today just chasing it up [sys] ok just bear with me do you have a reference number [usr] do what ii i don't know if i do have a reference number i might have a text on my phone or could can [sys] can [usr] you [sys] i take [usr] find [sys] your postcode [usr] it just by postcode eheh [pii] [sys] is it a return visit that was made by the local office [usr] the local office account well we had the we had someone attend our house last night and that's the second time since the ninth of december but when he came last night he said that somebody else would need to come out today [sys] ok i may not i'll take your details [usr] ok [sys] in a minute but i may not be able to see the information because if it was booked through the local office that [usr] this [sys] may not be on here and [usr] ok [sys] unfortunately the local office closed at four o'clock we've got no way of contacting them [usr] ok [sys] but first of all can you just confirm your name and address [usr] my name [sys] please [usr] is [pii] and our address is [pii] [sys] ok let me take a look i've got a contact number here of [pii] [usr] [pii] that's my that's my husband's number his phone number was logged against the initial call the initial call out all the call outs we've made have been [sys] i've got it here [pii] [usr] that's me both our numbers are [sys] ok [usr] on the on the job [sys] let [usr] all the [sys] me [usr] jobs [sys] just see [usr] have been logged all the jobs have been logged through this phone number i'm calling you on [sys] no that's fine i found the job for yesterday it says attended property to find block drain and garage needs someone to go back in the morning to find drop shaft or as as there is no light [usr] yes [sys] i would say if they needed light it's hardly likely that they're gonna be there this evening and i cannot see from here the job booked because it's only showing yesterday's job they would have booked that at the local office and as i say they've closed at four o'clock [usr] ok [sys] i am unable to contact them i'm afraid [usr] ok i just we just because he said today we just thought we'd leave it until he called us but we just realized that they hadn't phoned all day [sys] and i'm [usr] well [sys] sorry [usr] i don't [sys] it's a weekend [usr] worry [sys] as well and then a bank holiday [usr] i know [sys] and are you [usr] i just [sys] in [pii] [usr] don't want them turning [sys] you're [usr] well [sys] in [pii] [usr] we're in [pii] [sys] you tuesday is a bank holiday as well [usr] it is is it likely that they won't be back until [sys] i [usr] the third [sys] maybe what i can do is give you their local number and try them tomorrow [usr] travel [sys] they [usr] tomorrow [sys] may [usr] morning [sys] be open tomorrow morning i can't promise that they will because we don't know the local office opening out i'm afraid have you got a pen and i can give you this number [usr] ok [sys] it's [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] you think i should call them tomorrow and see if they're open and see if they've got us [sys] try [usr] down [sys] try maybe about maybe nine or 10 o'clock try [usr] ok [sys] may be nine if you don't get an answer then 10 0 clock [usr] try 10 that's cool i just want i just with us coming with us heading hogmanay new year we just don't want to we have plans to be away from the house for about 24 hours [sys] right [usr] we don't wanna go and then they then they try [sys] they [usr] and get [sys] turn [usr] access [sys] up [usr] i'll phone them in the morning if they can come out tomorrow morning that's great if not we'll just have to wait and see when they're back and when we're [sys] i'm just really sorry because they booked their end and it was [usr] huh [sys] a a review an off site review for them to come back it isn't on our system [usr] that's fine that's fine i just just i haven't heard from them today and just thought we chase it up before the day's out but we'll call again in the morning and find out where they're at and we'll try and coordinate [sys] ok [usr] when they're [sys] all right [usr] when they're coming [sys] i'm [usr] back [sys] sorry [usr] ok [sys] i can't help you [usr] no worries ok thank you [sys] all [usr] cheers [sys] right thank you bye [usr] bye [sys] bye [usr] now [sys] bye bye	6Qualified Lead
[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 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 [pii] i was talking to [pii] how can i help you [usr] hello mate if i i was i'm with british gas and and i'm covered for my drains and stuff and shall i give you my do you want do you want my policy number on there [sys] no because you've come through to the wrong department if you've got cover i can put you through to the right team is that ok [usr] no no i'll tell you what before you do that this is the reason why is if i come through to die no drains have i [sys] you've come through to the on-demand team where you pay for the work [usr] right ok i i'll tell you the reason the reason being is i i'm with british gas but instead of them coming out i i gave you the policy number or something instead of them coming out to me because because i don't wanna put my premium up hello [sys] sorry sir i didn't mean to sorry [usr] no that's [sys] i didn't mean [usr] all [sys] to [usr] right [sys] put [usr] i'm still [sys] you through [usr] here ok [sys] go on what were you gonna [usr] y [sys] say [usr] yes instead of them coming out to me i just wanted to ask the guy from british gas he said i want you to just call them up and ask the question because because i don't want my premium to go up you see waste their time coming out what it is do do are you quite familiar with range yourself do i've got the system in the garden where i've got a it's a pump and a chamber it's a pump chamber system because the house is built slightly on a hill a slight incline it needed a pump to pump the sewage if that makes sense are you familiar with that [sys] go go on but [usr] it's got a control panel on the what it is is is because something's not working and before i went with british gas i don't understand why it's not working it's got a brand new pump in there and [sys] sorry [usr] the thing [sys] well i i couldn't i couldn't tell you that that's what i mean i what what do you want me to do i don't know what what you because [usr] ii [sys] i [usr] was what [sys] can't [usr] it is [sys] go [usr] you [sys] on [usr] you you don't know technically on there there's a control panel inside i didn't know if to turn it on [sys] no [usr] the on there but you don't know on that side [sys] no i'm sorry i don't know [usr] are you familiar with those systems though [sys] not really no you'd have to ask an engineer we we just book jobs on the system [usr] i is there an engineer that is there anyone that i can speak to you on the technical side there [sys] well not really because we're working from home then we we can't put you through to an engineer [usr] the what it is i don't wanna waste your time coming out there when i can do something that's pretty straightforward normally for example once british gas they told me to do something with the gas boiler once for example they said just [sys] well [usr] turn [sys] what's [usr] that [sys] what's [usr] and [sys] what's your postcode [usr] it's [pii] [pii] [sys] right i could put you through to the local office what's the first line of the address thanks [usr] it's at [pii] close [sys] what number [usr] no it's not a number it's just a name [sys] right have you never had [pii] o'hare before though [usr] no no i've never used you guys before no i've i've been with british gas but i've never had a problem before [sys] but there's no there's no number at [pii] close no [usr] no no it's no number it's just the name [pii] [sys] ok right ok i'll have to put you through well i can put you through this is the the [pii] office they may be able to give you more advice than i can do you want me to put you through to them [usr] aaa are these still covered by they're still partnership with british gas are they [sys] it's it's it's the local office you where you live in [pii] [usr] brilliant all right brilliant [sys] ok [usr] shall [sys] i'll put [usr] i explain [sys] you through to them [usr] to them [sys] won't [usr] that [sys] be a minute [usr] should [sys] sir [usr] i because i'm gonna be asking a question i don't think that i'm just shall i tell myself i'm with british gas and before you come out i just want to ask a technical question shall i do that [sys] just just tell them that just tell them that they they may be i'm not sure but i can't answer the questions that you obviously want [usr] that's [sys] need [usr] alright [sys] to [usr] buddy [sys] know [usr] alright [sys] i'll [usr] no [sys] put [usr] no [sys] you [usr] worries [sys] through to them ok thank [usr] thank [sys] you [usr] you sir [sys] cheers ok you're through to the local office now they might be able to help ok [usr] all right thank you [sys] hello hi good afternoon my name's [pii] how can i help [usr] hi [pii] i wonder if you can help me i'm with british gas and and i'm covered for plums and plumbing and drainage whatever and and instead of you guys coming out i just wanted to i i was asking him a bit of a technical question and he said he said maybe call them he said they might know instead of wasting i don't want my premium to go up if you're coming out and you don't need to are you familiar with the drainage can i just ask a question on there [sys] we wouldn't we wouldn't no we wouldn't we wouldn't we can't advise you anything over the phone because each job's different and every [usr] right [sys] drainage is different even though we if you've had a b if you had a blockage last week it may not be the same as this week there might be something else [usr] i understand [sys] in the line [usr] of course do you do you deal with i'll tell you i'll tell you my system though to make sure you're familiar with these is i've got a pump chamber in [sys] well [usr] the backyard [sys] wait out there with a distance [usr] sorry [sys] they they're not covered are they pump chambers aren't covered by british gas [usr] i didn't know this they said they were [sys] is that [usr] right [sys] what no they're they're not if you've got a problem with the pump chamber you'd need a special pump chamber engineer we don't deal with pumps [usr] you don't deal with that it [sys] no [usr] it it well i don't [sys] you [usr] know if [sys] need [usr] a pump [sys] a you [usr] problem [sys] need a different [usr] but the thing [sys] company [usr] just the thing just filled up with water sorry not with water with sewage on there it's a pump chamber in the back garden [sys] right [usr] but i don't know if it's a pump problem i don't know what the problem is but i was told that you do [sys] you [usr] do that [sys] i mean right we we don't we don't deal with pumps we i mean your best thing is to go back to british gas and just get it out we we can't advise over the phone and anything if it would be a pump chamber or sewage leak at all just because as i said every blockage is different and every property is different of how the setup is but i mean you'll have to get us out under the policy [usr] i [sys] then [usr] understand [sys] we'll be able to advise [usr] that [sys] you if you needed a pump chamber [usr] but do you do do you do you do that do you empty them and stuff or do you look at them or not [sys] we would we would i mean we would look at them if it if there was something damaged we it's not covered we wouldn't we couldn't do anything but it may not be you're saying it's a pump chamber do that for definite that's all i'm saying is we we could come out and if it was something to do with the pump chamber it wouldn't be chargeable anyway because it wouldn't be a job for us but you would have to raise that via british gas [usr] no i understand that but just to the reason why i'm doing it is just trying to save time and waste it doesn't waste your time but that i know for a fact that that's filled up the pump chamber is [sys] right [usr] filled up with sewage on there but is that something that the did you work on those do do you do [sys] that that's [usr] your guys [sys] why i said we we are we we don't we're here in the office everyone's different you you'd have to [usr] right [sys] get an engineer out to say yes or no we couldn't say that in the office [usr] right [sys] unfortunately [usr] right [sys] sorry [usr] ok [sys] i know it [usr] ok [sys] sounds a bit harsh but we'd need to see it rather than going or nay if that makes sense [usr] no i understand but i just wanted to know that i thought that you you say we we you there are quite a few houses that have these aren't there [sys] there [usr] these [sys] are [usr] pumps [sys] but we [usr] only [sys] generally won't cover we don't generally won't won't cover them but that's what i'm saying do you do you definitely know if it's the pump chamber until we went out we couldn't it might be something else that you think is the pump chamber but we we wouldn't be able to diagnose that over the phone [usr] no no oo one thing i know for a fact is i don't need to diagnose it is that pump chamber where it's got a pump in in it's it's a it's a big coffin or a big a it's a chamber [sys] i [usr] a [sys] i [usr] it says it's got a pump at the bottom that's filled up with sewage on there that is filled up that's what i know [sys] we as i've said to you we're not engineers here in the office we would need to get an engineer out to you if you raised [usr] have [sys] that under [usr] a look [sys] the british [usr] right [sys] gas policy because i've ca we can't say or nay until [usr] ok [sys] someone looks at it we we're not trained sorry but [usr] all right [sys] it just you'd need to do it that way [usr] ok now the reason why i'm asking are you familiar with those but you do you have no dealings with them at all [sys] well we we we're here in the office we work with computers we don't work with we're not trained we wouldn't want to mis avise you or anything that i mean one thing you [usr] ok [sys] might be able to [usr] all [sys] do is [usr] right [sys] google it yourself have a look that way i it's up to you but we couldn't advise [usr] ok [sys] you at all over the phone [usr] alright cool [sys] ok [usr] alright [sys] then [usr] alright [sys] all right [usr] alright thank [sys] no [usr] you [sys] that's [usr] alright [sys] ok [usr] bye [sys] no [usr] bye [sys] problem cheers [usr] iii [sys] all right bye [usr] i	6Qualified Lead
[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 [usr] god will [sys] if [usr] you just [sys] you need [usr] my [sys] any [usr] slippers [sys] help with [usr] down [sys] a drainage problem press one [usr] upstairs in the [sys] if you [usr] i [sys] 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 you're through to [pii] my name is [pii] how can i help [usr] hi i wonder if you could could i give you my postcode it's just in relation to an existing job that was done yesterday [sys] ok bear with me a quick second what's your postcode please [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] ok and the first line of your address [usr] that it is [pii] [sys] ok just bear with me a quick second [usr] no worries [sys] all right and what's it that i can help you with what's the the issue sir [usr] ok you've you probably see from the job history you've been out twice to the house both on friday and sunday yesterday to clear an unblocked drain now unfortunately the drain is is keep the drain keeps on reblocked now both your technicians th think that there could be roots in the drain that [sys] ok [usr] it might need a treatment but what i'm trying to find out from you is how quickly can you get someone here with a camera they can look in the drains and find out exactly what the problem is because without because the problem is your emergency crews that are unblocking the drains they don't have cameras on on them they can't tell what the problem is [sys] the the the thing is because because today is a bank holiday you won't really get you won't really get there won't be someone to get someone to get a camera down that quickly [usr] how quick [sys] you would you you wouldn't be able to find out how quickly that would happen until tomorrow [usr] ok what [sys] be [usr] i need [sys] the [usr] to know is how [sys] one [usr] quickly can you get a van here with a camera if it's not today can it be tomorrow morning because the problem i've got [sys] iiiioo [usr] is [sys] only the local office can tell you that [usr] right ok don't [sys] we [usr] worry [sys] can't [usr] then [sys] tell [usr] i'll [sys] you that [usr] i'll look for another company ok thank you ok bye	6Qualified Lead
[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 good afternoon [usr] afternoon i was on earlier this afternoon and was promised to call back which i haven't [sys] ok [usr] received yet [sys] what's your name please [usr] b [sys] mr [pii] yes it was myself that you were speaking to there give me a wee second [usr] ok [sys] i'll just see if [pii] has up yet thank you [usr] ok [sys] thanks [usr] thank you [sys] hello mr [pii] [usr] hello [pii] [sys] yes sir sorry i didn't get back to you in a while there i was busy [usr] well i'd say they're good for business it's bad for whoever's got the drains blocked [sys] it is it is nobody rang me with with with good stories [usr] i've got i'll tell [sys] let [usr] you what it is [sys] me [usr] [pii] [sys] see [usr] we have well blocked orange pipe towards the sink end of the the drain right how we know this we have we had an extension done a few years ago and we have a void at the back of the garage which isn't great to get into but the the builders just covered the end of the pipe an upturned pipe with a bit of plastic [sys] great [usr] but it's been leaking now for a long time when i was in the other day and we investigate it this afternoon and it's full of guns stuff it's not urgent but i need it obviously to be cleared out [sys] ok see when you say that it's a void what do you mean what do you mean by that there mr [usr] sorry [sys] [pii] what do you mean by a void i know what a void is [usr] [pii] [sys] but is it hard [usr] i [sys] if i send one guy there can he do it on his own or is he jumping through [usr] it's it's it's not for you have to crawl in but it's very sloppy [sys] right [usr] it's not we can do it but i don't want anybody having an accident it but [sys] i know what you [usr] you you can get at it but it's not easy [pii] [sys] right the reason why i ask many questions and you'll understand [usr] just ok [sys] this is because if i send one guy and he he's using the water the pressure of the water we use which would which would is is 14 gallons a minute it's very dangerous [usr] right [sys] he would be able to do it only in your charge for a field [usr] right [sys] visit [usr] ok [sys] it is an extra £50 for a second man for two men [usr] that [sys] it's [usr] that's [sys] 1195 [usr] all i mean if it takes two people [pii] that's fine [sys] right ok [usr] but i mean my wife got him and got some of the guns out but it's obviously down the pipe further from the join [sys] no worries give me one second and i'll see [usr] ok [sys] i could get somebody there if it's not an emergency i can get somebody there [usr] no [sys] on [usr] it's [sys] wednesday [usr] not it's not [sys] afternoon [usr] an emergency it's not it's not an emergency no [sys] would wednesday [usr] wednesday [sys] afternoon [usr] afternoon that i would that that would be fine that would be fine [pii] [sys] no worries what's your first name please mr [pii] [usr] [pii] [sys] [pii] and i was just looking at your house in google earth there just as i do every house but notice the big big houses up behind you there big swimming pools and all in them didn't [usr] where [sys] realize that [usr] you're not [sys] up on [usr] there's a there's a far behind me [sys] let me see maybe i'm not looking at the right place hold on up there beside the glen and church on the hill it's probably nowhere near you but that's what it's [usr] that's that's right in the corner from us we're we're off the old hollywood road off the road [sys] alright [usr] if [sys] aye [usr] you if you could you turn off the old hollywood road up the road and then we're on the left [sys] it's [usr] and there's [sys] it's [usr] a wee development [sys] the they are just behind you there [usr] well they they are a wee bit round the side [sys] aye aye [usr] but no we we have a farm behind us [sys] no worries what's your email address [pii] for the receipt to go to please [usr] [pii] [sys] [pii] ok [usr] [pii] [pii] [sys] no worries and [usr] [pii] do you do you come in i know if you if they want this is me sound a stupid question but if they couldn't get into that part where where it's blocked what would you do normally then [sys] is it a block is it a blocked rain [usr] it's a it's a the orange pipe is partially blocked down because my wife scoops some of the guns out the funny stuff out and we only noticed because it was leaking through this bit of plastic but we went out today and got [sys] team [usr] a [sys] mate [usr] an end cap from [pii] and then we went to put it and thought jesus this is leaking all over the place the water is is obviously blocked down a bit of a pipe somewhere you [sys] and [usr] know [sys] what's that pipe used for where does it come from [usr] it comes from the sink and the dishwasher [sys] in the kitchen yes [usr] in the kitchen yes [sys] right [pii] let me have a look at it here and google [usr] but i say if they're able to they're able to come in through the the opening i mean if i can do it at 78 i think they should be able to do [sys] you'll be surprised see you have an extension on the back of your house there is [usr] yes [sys] that what you're is it is it when you say void is it underground or is it [usr] it's under it's underneath it's behind the garage but it's underneath the floor level [sys] i [usr] it's [sys] got [usr] bungalow [sys] you see [usr] it's a bungalow [sys] two [usr] [pii] [sys] white garages there below your house that on no worries that she'll be able to and is there man holds on the property [usr] there are yes [sys] no worries is there any man who's inside [usr] no no that's all they saying [sys] no worries all our jobs need to be prepaid [pii] are you in a position to do that [usr] yes no just hold on [sys] it's [usr] a second [sys] 195 [usr] [pii] i get my 195 i'll get my card [sys] no worries man [usr] [pii] can give me a credit [sys] yes [usr] card [sys] what card is it mastercard or visa [usr] it's a it's a it's a mastercard [sys] no worries and how does your name appear on the card please [usr] part party [sys] how does your name appear on the card please [usr] will it be then [sys] and can i have your long card number please [pii] [usr] yes [pii] [pii] [pii] and [pii] [sys] and the expiry date please [usr] [pii] [sys] and the last three please [usr] [pii] [sys] no worries 27 that's been through perfectly there will there will be someone there on wednesday afternoon between [usr] and [sys] one [usr] he [sys] and three [usr] and he that's fine [sys] all [usr] [pii] [sys] right [usr] we'll [sys] man [usr] be here ok [sys] cheers [usr] thanks [sys] [pii] see [usr] [pii] [sys] you later bye [usr] ok [sys] bye [usr] cheers bye bye bye [sys] bye bye	6Qualified Lead
[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 afternoon you through to you're speaking to how can i help [usr] excuse me i have an issue with my wc and the bathroom [sys] ok as in what's [usr] slash [sys] going on gosh it's not working [usr] water [sys] though [usr] go up rather than going down [sys] ohh right ok it's not draining [usr] again it's going up up up yes [sys] it's not draining it's backing up in the ball [usr] it it's reaching all the way to the sea exactly [sys] to the top right ok and then is that the only child that you have or have you got another [usr] this is what i say [sys] no no no did [usr] i have [sys] you did [usr] anything else [sys] you have a do you have another toilet how many toilets do you have in the house [usr] it's one [sys] i'm just checking [usr] 45 [sys] you have got another toilet you can still use [usr] i have i have yes yes [sys] yes [usr] yes [sys] right [usr] i have [sys] i'm just checking and do you have a contract with british gas for plumbing and drains or [usr] i just we have with the british gas but i'm not sure about [sys] let me check what's your postcode please [usr] u one x [sys] sorry you're breaking up what's that [usr] w one x [sys] i've got one x but i'm missing the beginning part [usr] on that one [sys] the line's not very good i'll ring you back try and see if i get a better line	6Qualified Lead
[sys] thank you for calling dino rod you're about to be put through to our emergency line [usr] flattered [sys] if this is not an emergency please call back between our usual opening hours of [usr] have [sys] 8 [usr] you not been [sys] a.m. [usr] down anywhere [sys] and six pm monday to friday [usr] i just had him [sys] thank you [usr] i ringing him but how do they pay though is it they have to [sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you [usr] well [sys] to [usr] that [sys] the right [usr] that [sys] team if you need any help with a drainage problem [usr] ohh [sys] press [usr] really [sys] one if you require our plumbing services [usr] ok [sys] press two [usr] told [sys] or if you have an existing [usr] he booked [sys] home [usr] it in [sys] care [usr] on [sys] policy it's three [usr] what he says and somebody called [pii] said they can't come out tonight then j [sys] i'm [usr] co [sys] sorry i didn't get anything if you need any help with a drainage problem press one [usr] she did [sys] if you require [usr] go [sys] our [usr] over [sys] plumbing [usr] to [sys] services [usr] me [sys] press two or if [usr] it [sys] you have [usr] is [sys] an existing home care policy did that you can [usr] but [sys] now book plumbing [usr] but [sys] services [usr] he said [sys] online in a few easy [usr] what saturday [sys] clicks [usr] innit [sys] visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] i thought christmas i was [sys] we record calls for quality and training purposes good evening you're speaking to [pii] how can i help you today [usr] i'm just calling from a service in fleet with optimist and we were asking for a gentleman to come out on the 23rd and no one arrived and we it's it's an emergency because if it's not fixed our service user will probably start to break his toilet [sys] sorry just say that again where are you calling from [usr] from the optimist within a i and we rang through a i and then transferred to ring you guys and then they said that someone would come and he never he said he couldn't come and that was on the 23rd and then we were told to ring back which we did and they said they would come between i think it was 10 and 12 today and no one turned up again we're just wondering if we can rebook it back in [sys] just one second let me have a look for you what's your postcode [usr] it's [pii] [pii] [sys] [pii] [usr] hm [sys] and the first line of the address please [usr] it's [pii] [sys] right on the notes that i'm looking at that you were advised that the issues with the standing flow for the thing that gets rid of the tissues we don't deal with them on the actual standing floor there's a number that you should be able to contact and your local standing floor person should be able to come out and do that for you we don't deal with them we've done as much as we can on that job [usr] i think it was the the guy that was sent out through our company said that it it requires someone with somebody could blast free to clear anything and that's why he said to her to contact dina but you guys don't deal with any flow whatsoever [sys] no we don't do a standing phone on the actual standing phone machine there should be a number [usr] but [sys] and they just ask you to give them a call or you can google along standing phone number and they should be able to come out to you [usr] do they do emergency then or is it obviously room during [sys] i'm [usr] the day [sys] assu i'm assuming they may do because that it's still plum at the end of the day isn't it and you you [usr] of course [sys] an emergency but give them a call see what they say and then if not give us a call and i can see what we can do but by the sounds of it from what i know in my history it is them that need to assist you ok [usr] right ok ok well i'll give that number a call then [sys] all right thanks [usr] right [sys] for your call take [usr] thank [sys] care [usr] you bye bye [sys] but	6Qualified Lead
[sys] thank you for calling dina rod glasgow please listen to all of the following four options before making your selection please press option one for plumbing issues please press option two for drainage issues please press option three for accounts and finally option four for all other inquiries good evening how can i help [usr] hi there it's a follow up call on behalf [sys] -huh [usr] of my elderly parents my dad placed a call before midday today about [sys] right [usr] a block that they have and they've still not had anyone call [sys] right ok did this did they not book the job then did they not book [usr] sorry [sys] the job [usr] well my dad gave them authorization i have to [sys] right [usr] my dad's 88 [sys] -huh [usr] my mum's bedridden it's it's pretty urgent [sys] what is [usr] them [sys] it [usr] to be honest i've [sys] what [usr] only just [sys] is it [usr] finished [sys] that's wrong [usr] work and found out that no one's been it's a blocked drain he thinks it's been blocked with tissues because my mum's been now well he's been flushing [sys] no [usr] tissues in the toilet [sys] right [usr] and he thinks that's what it is but he did say that it was someone in [pii] [sys] right [usr] that he spoken [sys] is your [usr] to [sys] dad [usr] i don't know if it's a national call center [sys] has [usr] that's [sys] he got [usr] going [sys] a british [usr] through there [sys] gas home care policy no no [usr] no [sys] ok [usr] no no he definitely just called ii i had given him a number and it was true of all things it was the bell's hill number but i think when dialing the bell's hill number they must [sys] right [usr] have been redirected [sys] ok [usr] to the [sys] right [usr] national call center now they took all of his details they did i did ask did they give you an order number or anything that all they wanted was his address post code phone number [sys] right i'll have a look what is the postcode [usr] and they did say that someone would call today postcode is god the test to me [pii] [sys] [pii] [pii] right i'll have a look [usr] thanks [sys] what's your dad's name right [usr] [pii] [sys] right to have a wee look for you it's [pii] is that right no it looks [usr] that's [sys] as if [usr] it [sys] there has been a job booked let's have a wee look [usr] i think he did stress the urgency of it it's just my mum's [sys] right [usr] got motor neurone disease and on top of that he has recently had covid she's pretty sick they've not got a functioning toilet and he's turned the water off because his kitchen had been flooded it it's really urgent and he maybe didn't stress that enough when he placed [sys] no [usr] the call earlier [sys] right there is a note on the job to see because what normally happens is right the engineer will call before they come and [usr] aye that's what he was told [sys] and [usr] that they [sys] it looks [usr] would call [sys] as if [usr] 10 [sys] he's [usr] minutes [sys] caught [usr] or something [sys] see what [usr] before [sys] happens [usr] they arrive [sys] is we have it's a system and it's this actual system they put in that they're calling the customer it'll come up on the system that they're doing that now it looks as if it says [usr] -huh [sys] that the engineer and the local office has called at 21 minutes past four and it says the message that says sorry your call cannot be completed at this time please hang up and try again later [usr] right maybe maybe he's even the phone because he said he said a gp u from my mum this and i think it [sys] right [usr] was some other panic it could have been that are are you able to reschedule it and prioritize it and then and is it now possible at this time of day presumably you do have 24 [sys] we [usr] hour [sys] do have [usr] cover [sys] 24 [usr] but anyway [sys] hour cover but the the engineer that's doing that area as a way to come look because that's it i mean he's starting from five o'clock on a friday it's just an on call person now do what i mean [usr] -huh [sys] what i can do is i can phone him i know hate him do what i mean if if if you did come [usr] would you because ii i mean it's gonna be desperate i i can't leave them much longer without any water or [sys] no [usr] toilet [sys] right i'll phone a minute i'll just check the number with you wait a minute do you want me to phone this number that you're on [usr] i would you please a that would be the easiest if you could call me back [sys] right ok right i'll phone him then now and i'll get back to you in five minutes ok [usr] ok [sys] right [usr] my [sys] ok [usr] name's [sys] then [usr] [pii] [sys] no [usr] by [sys] problem [usr] the way [sys] bye bye [usr] right thanks [sys] bye [usr] very much just	6Qualified Lead
[sys] hello thank you for calling dinah rod central london please note that calls may be recorded for monitoring and training purposes hello [usr] hi good afternoon i run a restaurant and the restaurant the men's toilet is blocked and the women's toilet is blocked [sys] what's [usr] i think [sys] the postcode [usr] it's [sys] of the site [usr] [pii] [sys] let me give you the correct number for because we don't cover that area let me give you the correct number [usr] ok [sys] that's [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] ok thank you very [sys] all [usr] much [sys] right thank [usr] thank [sys] you bye [usr] you [sys] bye [usr] bye [sys] ok	6Qualified Lead
[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 [usr] hm [sys] we record calls for quality and training purposes good afternoon you're speaking to [pii] and brooks home services how can i help you your planning [usr] hi there i was calling dino rod because i've got a blocked drain in my back garden i just had a plumber out but he said he he he said i need i need a specialist to come out and unblock the drain i do have a home [sys] ok [usr] care i do have a home care policy with [sys] of course [usr] is it [pii] i don't know who i don't [sys] all [usr] know [sys] right [usr] if it's [sys] what's the first line of the address and the postcode [usr] [pii] [pii] [sys] sorry can you repeat that postcode for me slowly [usr] [pii] [sys] i thought i'd missed the seven there 63 i get on my end we'll be online what was the house number again [usr] [pii] [sys] i think it said [pii] [usr] [pii] because i did is home care associated with british gas i don't think i've got that i've got home serve i think which is with [pii] and [pii] [sys] home service is completely different company [usr] i think it's i think [sys] you won't be [usr] i [sys] able to access [usr] i don't [sys] it on this number [usr] i don't think i've got the cover but are you able [sys] ok [usr] to quote to get [pii] out [sys] i mean if you've got home serve in place you're probably best off contacting them [usr] ok maybe i'll do [sys] would [usr] that [sys] be my first advice [usr] they just haven't [sys] contact [usr] been that [sys] them first [usr] they just haven't been that great but maybe i will i need to if i could save some money maybe i should [sys] exactly if you have any further troubles just give us another bell back [usr] all [sys] and we'll [usr] right thank [sys] sort something [usr] you [sys] out for you ok [usr] thanks	6Qualified Lead
[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 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] well for aspect [sys] good afternoon you're through to my name is [pii] how can i help [usr] hi there can i please speak to [pii] [sys] we can't transfer calls on this number unfortunately who's calling [usr] ok it's just liam from the regular horses in i was speaking to him about a block train [sys] and what happened [usr] i just wanna find out if you guys would be able to do it today [sys] has it has an appointment been booked for you or not [usr] it's it's a blocked train it's a blocked manel in our driveway [sys] have you already booked the appointment with us [usr] no [sys] or do [usr] haven't [sys] you need to book [usr] no [sys] one no you haven't ok [usr] i just want find out before i do book the appointment if you can do it today that i can call my boss and confirm with him [sys] right what is this a commercial premises [usr] it is commercial [sys] right the way it works with commercial premises i take the information from you i put it on our system and then the local office gives you a call and they talk about how quickly they can get to you [usr] ok ok thank [sys] one [usr] you [pii] [sys] of the options is i i could give either give them a call now see if i can get through to them and ask them if they could let me know if they could get there today for [usr] please [sys] you [usr] can you find out for me thank [sys] ok [usr] you [sys] what's the postcode of your property [usr] it's [pii] [sys] [pii] [usr] [pii] [pii] [sys] ok [usr] a horse [sys] and what's the late wagon and horses is it and can i ask you first of all whether you have a policy or account with british gas at all that provides cover for [usr] do [sys] plumbing [usr] we have [sys] and drains [usr] a policy or account with british gas do we have an account of british gas no [sys] no ok let me try and find a local office for you then and i'll give them a [usr] you [sys] ring [usr] ma'am [sys] what's the actual issue and what's it causing for you [usr] that's a blockchain [sys] ok what impact is it having on the business what's it causing [usr] it's causing a blockage kitten [sys] does it mean toilets are out of work does it mean sinks are out of work what's the impact [usr] it's [sys] that it's having on [usr] just [sys] you [usr] a blocked man or that's it [sys] ok is it overflowing at all [usr] no [sys] not not overflowing [usr] it's overflowing [sys] ok [usr] on another side though [sys] ok is there any what water is it overflowing with is it overflowing with sewage or just general waste water [usr] just general waste water sewage [sys] ok [usr] it's a it's [sys] right [usr] a block [sys] let me [usr] jain [sys] get through [usr] mate [sys] i but it depends on on the severity of the issue depends on how quickly the agents the priority of course that was also i was just trying [usr] ok [sys] to establish [usr] cool [sys] that with [usr] cool [sys] you [usr] cool cool [sys] let me try and give the local office a ring and see if they can if i can get through to them the other [usr] ok [sys] option would be i can get if i can't get through to them straight away now i can always provide you their number and you can try and contact them [usr] that [sys] direct [usr] sounds good that sounds good [sys] dino is the uk s expert the actual local office unfortunately isn't open at on at this time on a sunday it closes at [usr] ok [sys] 12 on a sunday [usr] no worries thank you mate [sys] thank you [usr] this is mate [sys] bye bye	6Qualified Lead
[usr] offer an account [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 [usr] i'm gonna [sys] good afternoon you're through to [pii] at dino how can i help you today [usr] hi i put a request in yesterday by through this number for a call out and nobody turns up they canceled there [sys] ok i can sit looking stuff can [usr] all [sys] i take [usr] right [sys] your postcode please [usr] it's [pii] [sys] [pii] [usr] yes that's right [sys] perfect i just wanted to make sure that's all for you let's have a look for you see if we got any any notes for the engineer that's all [usr] that's fine [sys] to advise [usr] you attended site yesterday in the afternoon and then we had a problem again with the same issue in the night time that's when we [sys] right [usr] that's when i rung you cos our security made me aware now they've just made me aware that no one turned up last night i thought it'd already [sys] ok [usr] been sold [sys] that's ok i was just trying to see what what's any notice that's all for you i can try and advise ok i can see the engineer did from what i tried to call last night but there was no answer [usr] and there's limited service it's a really bad network [sys] right [usr] area that's probably why and then he text back and [sys] i [usr] said that he wasn't turning up [sys] right i just there there's [usr] i just [sys] just no no there's [usr] listen [sys] no i [usr] i need [sys] i [usr] someone to come out it's a commercial property there's no one at the moment it's still flooding we can't even isolate the water [sys] right to be fair i'm just trying to see the local office is still open i can speak to and see if we can get him out today for you [usr] ok [sys] you ok just hold on one second [usr] that's [sys] for [usr] fine [sys] me spare one second hi sorry about the way i do apologize [usr] no worries [sys] i i i'm just trying to get you through through to the local office but unfortunately i can't get through to anyone [usr] haven't [sys] to [usr] you [sys] have [usr] an [sys] a [usr] emergency [sys] chat with anyone [usr] plumber who who can attain site [sys] well i i was i was just about to say i i'm just about to reraise the job now as an emergency again for you i'm just reising i'm in the middle of reising it again now for you [usr] ok [sys] to make you get a live booking again [usr] can you use this number as a point of contact cos then i can relay [sys] of course [usr] that to the security team instead of trying to contact cos the number you had it there's no signal there and they're in what they have to stay in wi fi areas [sys] of course can i take your number please [usr] it's [pii] [pii] should be is the [sys] right [usr] double number ringing up [sys] ok great i've got i'll put i'll put that on there for you [usr] ok [sys] i i just take your name as well please [usr] [pii] [sys] should be perfect thank you for that because i've got it on there for you what what [usr] i don't understand [sys] sorry [usr] yesterday they went they came to site fixed it and then obviously it's flooding again it's the same job i wasn't there yesterday and that's why i was made aware last night that's why i was trying to ring [sys] iii i couldn't i couldn't really advise much i'm afraid unfortunately i couldn't [usr] alright [sys] i couldn't [usr] alright [sys] say what may what may what may have happened for it to happen again but what what what what we do we'll put a note on e it was it is the same issue again it was just only in life and hopefully this time they'll be able to fix it without it happening again for you [usr] and if they need to isolate the water they need to isolate the water because there ain't there isn't gonna be anyone in that building until wednesday when i go back to work [sys] right [usr] but i need because at the moment it's flooding and then i'm gonna have to go back in and then obviously clean it up [sys] i get where you're coming from i said i i i've i'm putting notes on on this on this on this booking now for you [usr] ok [sys] to say that i said it was it was fixed it was a 10 yesterday but it seems to be happening again advice [usr] is it raised [sys] we'll [usr] as aaa as a priority s as an emergency [sys] as an emergency [usr] someone [sys] job [usr] will attend [sys] fine [usr] all right that's brilliant thanks [sys] that's pretty fine if you need anything else give us a call we'll help out the best we can for you [usr] all right thanks very much cheers [sys] cheers thanks for your time [usr] thanks bye [sys] just bye	6Qualified Lead
[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 [usr] you [sys] require [usr] were not to come back [sys] plumbing [usr] with [sys] 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 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 mate i was wondering if you have anyone local to the salt area near [pii] for a call out to do it's the upstairs toilet the drain pipes blocked [sys] ok do you have another toilet that is usable [usr] yes we do [sys] ok can i have the postcode please [usr] bravo [pii] [sys] ok [usr] [pii] [sys] ok let me check yes we do have someone that can come [usr] ok [sys] can i have the first line of your address please [usr] it's [pii] [sys] ok [pii] can i have your first name please [usr] de [sys] this a [pii] [usr] [pii] [pii] [sys] ok ok and your last name [usr] [pii] [pii] [sys] ok your title is it mister [usr] yes [sys] can i have your email address please [usr] [pii] [sys] ok thank you who's going to be on site when the engineer visit [usr] yes i will [sys] ok can i have your contact number [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] ok [usr] [pii] [sys] one day [pii] ok thank you ok is there any vulnerable person in the property [usr] no [sys] ok ok let me check for the next available date just a second i can book it in for thursday morning [usr] there's no one that can come this evening though [sys] no not this evening [usr] ok er thursday's probably too late [sys] ok should i just book it in and if you get someone that will come in earlier you can call us and cancel then [usr] no it's fine thank you no problem [sys] ok [usr] cheers bye [sys] cheers	6Qualified Lead
[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 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 hello you're speaking to [pii] at nine on demand how may i help [usr] hi i want to see [pii] i need i've had home serve out having a look at a block drain and i need they're telling me what i need is this you guys to come out and with the equipment that crushes is that the right breaks down debary [sys] right i'm not sure exactly what they mean by that [usr] they said that you've got a machine that crushes debris that is is stuck in a drain [sys] right ok what i'll do is i'll get you through to the local office on this one and they'll [usr] ok [sys] be able to confirm what they can do for you can i take your postcode [usr] [pii] [sys] yes [usr] [pii] i thought i'd rang the local office to be fair [sys] you may have done i don't know if let me check [usr] ok [sys] although they should be there today they should be there from eight today the phone number for the local office do you have a pen there [usr] i've got o i rang [pii] [sys] no the phone number for the local office is [pii] [usr] [pii] [sys] no [pii] [pii] [pii] [usr] all right ok [sys] give them a ring and they'll be able to advise what they can offer and what it'll cost [usr] ok wonderful thank you bye [sys] you're [usr] bye [sys] welcome [usr] bye bye [sys] thank you bye	6Qualified Lead
[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 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] speaking how can i help [usr] good morning i've got i've got storage coming out in my garage from a a saw pipe and i live in a a block a small block of flats sometimes [sys] what's the postcode of the address please [usr] [pii] [sys] sorry i can't hear you properly [usr] it's [pii] [pii] [sys] is it a shower drain ok have you tried contacting the water board [usr] no it's [sys] ok [usr] a it's [sys] if it's a shared [usr] it's [sys] drain go [usr] it's a soil pipe it's not a drain it's a sore pipe i know that's a drain it is not coming out of the ground coming down from the ceiling [sys] ok bear with me let me pop you through to the right department to [pii] drain services please press option one if you have a blocked drain or would to discuss an engineer's visit option two for quotations option three for cctv inspections and repairs your call is being transferred please hold good morning [pii] how can i help [usr] good morning mate i went down to my garage this morning i i live in a block of flats and there's storage all over the car the the store pipe is blocked and and he's using out the joints [sys] no problem what was the postcode today on this one [usr] [pii] [sys] yup what what what's the postcode [usr] [pii] [sys] [pii] [usr] [pii] no it's i can't think what it is it's [pii] [sys] what [usr] to [sys] is that sir [usr] say no [sys] they they've given you the wrong the the the wrong transit that's all right what i'll do is i'll i'll get the number for you i say that i've never heard that postcode before sorry here we go for drones and you said it was [pii] [usr] [pii] [sys] [pii] [usr] [pii] [pii] [sys] perfect no worries sir that's all in [pii] i have a a number if you're ready sir [usr] ok [sys] that's [pii] [pii] [usr] hang on [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] ok it's [pii] ok that's cool [sys] yep perfect [usr] thank you [sys] no worries you have a good day thank you [usr] thank [sys] bye [usr] you [sys] bye [usr] bye bye	6Qualified Lead
[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 [usr] hasn't [sys] dino.com [usr] got any one on holiday or wednesday [sys] for details alternatively please hold and your call will be transferred to a customer service advisor [usr] k [sys] we record calls for quality and training purposes good afternoon you're through to [pii] how can i help [usr] hello there i wondered if you would have an engineer that you could send to site for us please we've got it's the middle of the football club we've got a problem with our main drains the pumping up into the concourses and pits side and we're in the middle of the game [sys] right ok no [usr] wonder [sys] problem [usr] if you had anybody available [sys] ok all i can do is i can book you the job on is there sewage present [usr] i i i probably yes i would say [sys] ok [usr] yes [sys] can i take the postcode please [usr] [pii] [pii] [sys] was that [pii] [usr] [pii] [pii] [sys] okie dokie [usr] right [sys] and i just have to ask are there any policies in place for your home care cover plumbing and drains or anything that [usr] no [sys] okey dokey ok i've got [pii] [pii] [usr] that's the one [sys] ok and i need to ask is there a bill payer that's present [usr] it'll be it'll be us that pays the bill [sys] no problem [usr] we've just got to go we're offset [sys] ok who's the best person to contact [usr] it's me is [sys] ok [usr] it [sys] can [usr] it's [sys] i take your [usr] [pii] [sys] name and number [usr] [pii] [sys] yep [usr] on [pii] [pii] [sys] [pii] [pii] ok and do you have an email address [pii] [usr] it's [pii] [pii] [pii] that's [pii] [pii] [sys] [pii] ok [usr] yes [sys] you've got drains backing up it's coming up onto the pitch [usr] it's not on the pitch but it's pitch side obviously we've got spectators [sys] ok [usr] and it's coming up around them as well [sys] ok [usr] ok [sys] and there's a game going on now [usr] there [sys] isn't there [usr] is in the second half i mean what the plumber's telling me we obviously have an on site plumber and he's telling me that we will need you or you guys will need the manual cover up but obviously we can't take that up until the game's finished but i'm guessing by the time you get someone to us it's gonna be finished anyway that's what i thought [sys] ok and are there any vulnerable people present [usr] i mean yes there are vulnerable people but obviously we would deal with them we've got disabled people and everything sat in the area but we would deal with all of that [sys] ok [usr] well it was offside [sys] ok that will be booked on as an emergency [usr] aha [sys] i just need to confirm that you would be happy to pay the engineer on completion you can do this either cash or card what the engineer will do is he'll give you a ring when he's about half an hour away [usr] that's good [sys] obviously [usr] yes [sys] it is an emergency appointment we will just work to get there as quickly as possible [usr] i appreciate that cool [sys] ok no no [usr] do [sys] problem at [usr] the [sys] all [usr] name [sys] would [usr] of [sys] you [usr] the engineer or not [sys] i don't know [usr] you [sys] as of yet it will [usr] ok [sys] be it'll be it'll be dispatched to him in the next 10 to 15 minutes and then he'll put it on his schedule board [usr] ok [sys] do you want your diner reference number [usr] yes i can do [sys] ok [usr] yep [sys] it's d for delta y for yankee whiskey oscar 3723 010 [usr] ok [sys] and that's all booked on for you and should be attended as soon as possible [usr] all right then that's lovely thank you [sys] all right [usr] thanks [sys] thank [usr] a lot [sys] you very much [usr] thanks bye [sys] bye [usr] bye [sys] bye	6Qualified Lead
[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 into no hello good afternoon how can i help [usr] hey good afternoon i'm just following up on a call my wife made to yourselves earlier in the week with a bit more detail on a job we're unsure if it's a drainage we need your drainage team or a plumbing team but it's a it's a blockage on our first floor toilet in our house and we have a access rodding point at the elbow elbow point where it comes into the first floor of the house i've opened it up and had a look in and you can see all the way along to the end of the 3.5 m run to where the loo is it looks as best as i can tell pretty clear i'm not sure if one of our kids has put something down the loo and it's stuck right at the point where that bend goes under the floorboards and into the soil pipe i don't know if if that's a rodding problem or a plumbing problem of taking the loo off and i was just looking for your help really [sys] what's your postcode [usr] post code is [pii] [sys] [pii] [pii] and the address [usr] [pii] [sys] right i'll get you through to drain judgment because i think it's done but i won't be checking for you [usr] alright thanks mate [sys] press option one if you have a block drain or would to discuss an engineer's visit option two for quotations option three for cctv inspections and repairs option four for our accounts department or option five for anything else thank you your call is being transferred please hold that [pii] were talking out [usr] hello mate i'm just trying to figure out if i've come through to the right people i'm not sure if i need your drainage engineers or a or a plumber but it's regarding a a block in our first floor toilet in our house [sys] -hum [usr] and we've got an ace i plumbed the toilet in myself i know the system quite well and there's there's a straight run out to the the soil stack outside with an access point that i've unscrewed and had a look in it's about a 3.5 4 m run to where it then comes up into the toilet and i can't see anything in there and i've put my own rodding thing that i borrowed off my dad which is really crap all the way in and it hasn't hit anything i'm not if one of our kids has put something down [sys] ok [usr] the loo and [sys] both [usr] it's it's stuck up in the bend of the loo or right at the point where maybe the u the elbow drops down into the straight run i'm not sure if it's a it i'm not really sure i guess what i wanna figure out is do i call out a dra a rodding engineer but are you then gonna get here and say you need a plumber to take the loo off and just stick his arm down where it where it goes to meet it could be right there [sys] frequent it may depend sometimes we would they would need the plumber to take the toilet out [usr] right [sys] but then the power may not be able to locate the blockage if it's not just as if it's not right in front of him we we may have to use a camera or someone to locate [usr] it's [sys] what's [usr] it's [sys] stuck in there [usr] it's a tricky [sys] just [usr] one [sys] depends [usr] what what i would say or what i do know is it's been blocked for a good few weeks now we don't we don't really use use the loo our our kids use it to do a wii at night and it does flush away but it it drains away very very slowly it it immediately fills up to the po well as soon as you flush the bowl fills right up to the top which would suggest the blockage is right up at that end cos it's not it's drained away overnight and then a whole system's worth can disappear into the stack and then back up slowly it's it's right near the toilet i would suggest i mean i ip ip i put the lure in myself i i could cut all the silicon out and take it off the wall i was just hoping that maybe you guys would be able to just rod it i don't i doubt you can rod it from the toilet and can you you you would rod it [sys] i [usr] from [sys] that [usr] it wouldn't get around the bend [sys] i think they would get the toilet i think they would have to take the toilet out first [usr] take the toilet out [sys] obviously [usr] first [sys] if you could if you are able to take the toilet out obviously then we can just come and then do the unlock it for you [usr] yes i i guess that's the whole point is do i shall i just if i take the loo off it's more than likely the block is gonna be right there and i'll be able to just grab it out whatever it is [sys] and it may be may end up being a bit more cost effective as well [usr] i'm sure it would be i'm just it's just the effort of cutting all the silicon and re silicon it i was just checking that there wasn't some magic way you'd be [sys] other [usr] able [sys] way [usr] to do it [sys] no [usr] i think [sys] do [usr] that's [sys] you do [usr] of [sys] you [usr] answered my question i think i've got to take the loo off and then if i can't deal with it then at least the loo's off and you guys can come and do your thing [sys] that that would be the best [usr] all [sys] option [usr] right sounds good to me thanks for your help with that mate [sys] alright no worries at all you take [usr] cheers [sys] care [usr] take care bye bye [sys] alright bye bye	6Qualified Lead
[sys] thank you for calling dino plumbing northeast please note all calls are recorded for training and monitoring purposes please wait to be connected to the next available member of our team thank you [usr] ok [sys] hello [pii] [pii] speaking [usr] hello [pii] my name's [pii] i'm just calling from [pii] we've got a bit of an emergency leak at one of our properties and the tenant's unable to turn the water off i understand due to an issue with the stock clock and the leak's coming from the bathroom it was just to see if obviously i was to if i was to give you obviously the information could you arrange for a contractor to attend please and try and get this resolved because obviously the waters pouring through the ceiling [sys] what's the postcode please we we used yours before [usr] is this [pii] [sys] daniel plumbing [usr] right yes yes how we do we use [sys] what [usr] it for quite a lot of our properties [sys] what's the postcode please [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] we've been there before [usr] i don't [sys] no [usr] think you have no [sys] how would you how would you normally pay would have you paid by the would you pay [usr] you [sys] or [usr] would just you would just invoice or share and then we would just pay you from the rent account [sys] let's have a look [usr] it's [pii] we've used to before [sys] i'm trying to find the see if i can get the details it's not good hm just gonna have a look there see if i can find it just bear with me see if i can [usr] no [sys] just [usr] problem [sys] hm it's not coming up have you got a postcode of of one a job we've been here before for you by any chance i just want to see how it [usr] you recently attended it was domino's in [pii] [pii] i understand [pii] [sys] i don't know [usr] the [pii] the sunderland number we called and you went straight out [sys] i'll just have to say all [usr] it was [sys] the [usr] arranged [sys] details [usr] by [sys] i can't [usr] my colleague [sys] find [usr] [pii] [sys] an an account right it's d what's the full postcode [pii] [usr] the postcode of the property is [pii] and the postcode is [pii] [sys] [pii] [usr] [pii] [sys] and what's the tin called [usr] it's called [pii] [sys] and have you got a contact number for him lovely [usr] i have it's [pii] [pii] [pii] [sys] [pii] and [usr] and the water it's coming out the tap in the bath and it's just getting heavier and heavier and heavier and you can't stop it [sys] right [usr] thank [sys] have you [usr] you [sys] got an email address i can email somebody over i wouldn't know who would normally do who we would normally send the invoices to [usr] you can just send it direct to myself it's [pii] [sys] [pii] [usr] [pii] [sys] the it sounds you're under water and is this your office number just because i can't [usr] it [sys] find [usr] is [sys] your account i'll have to get one [usr] no that's fine i just need asap because we're trying to minimize any further internal damage being caused [sys] right just leave it with us joan all sort out and i'll send you over an email ok [usr] great [sys] all right [usr] thanks [sys] thank [usr] much [sys] you [usr] thank [sys] thanks bye [usr] you bye	6Qualified Lead
[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 good morning [pii] [usr] hi i wonder if you can help me i was looking to get a drain pumped [sys] ok and what do you [usr] sorry pardon [sys] what's the issue [usr] there's a big fat blockage it's about it's it's a private residence and about every i think it's probably about every four years it all builds up and we've just pulled the the manhole open in the in the house and in the the garden and realized it's all backed up it's a really bad smell someone's come over and had a look at it and gone they can't deal with it with rotting and high pressure it needs pumping [sys] ok bear with me one moment can i take your postcode please [usr] sure [pii] [pii] [pii] [sys] well [pii] sounds ok it's not something that we would do i'm afraid but i it's for a tanker company but i can supply you with their number [usr] sure that'd be great [sys] perfect [usr] one second let me [sys] it's called dfm [usr] do you sorry can you mind repeating [sys] dfm [usr] that [sys] delta foxtrot mother [usr] right [sys] and then the contact number is [pii] [pii] [usr] yep [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] amazing thank you very [sys] not [usr] for your help [sys] a problem at all you take care [usr] cheers [sys] thanks [usr] bye bye [sys] bye bye	6Qualified Lead
[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 dino is one of the [pii] leading plumbing and drain services from blocked [usr] ok [sys] 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 morning you for [pii] speaking how can i [usr] hi [sys] help [usr] i've got a a booking reference [sys] ok how can i help you you're calling for an update or [usr] well i had booked for someone to come to the house for a blocked rain last night but for this morning anyway but i'm i'm having to go out to work until half past one [sys] ok let's have a look for the postcode [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] for november [sys] ok what's the address and your name [usr] it's [pii] and it's [pii] [pii] [sys] ok i'll pass you over the local offices now then we can discuss this with them [usr] ok [sys] ok the number is whenever you're ready [usr] 02 sets ok [sys] it's [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] ok that's lovely thank you [sys] that's a good one thank you bye [usr] bye [sys] bye [usr] bye	6Qualified Lead
[sys] thank you for calling dino [pii] partnered with british gas we record calls for quality and training purposes [usr] hello [sys] welcome to british gas you're speaking to me how can i help you today [usr] is that [pii] [sys] yes it i it is a part of british gas [usr] could someone call around in the morning please for blocked [sys] what [usr] toilet sorry [sys] right let's have a look here do you have a contract with [pii] v pres [usr] they've come round they came round earlier in the week yes i don't have [sys] but [usr] a contract [sys] just what's your postcode that's not there [usr] cw one three qp [sys] tango whiskey 13 quebec papa [usr] yep [sys] and the house number [usr] number seven just say it was very kind engineer that called if you could just say to him i still can't get the the [sys] right [usr] thing [sys] i can't [usr] to [sys] find your address here t for tango w for whiskey 13 q for quebec p for papa [usr] yes [sys] that's not coming up with anything on our side house number seven [usr] nothing i'll phone back in the morning that i'll phone in the morning i think that's probably better [sys] no i [usr] thank [sys] don't [usr] you [sys] thank you goodbye	6Qualified Lead
[sys] hello thank you for calling diner rod central london please note that calls may be recorded for monitoring and training purposes hello down road [usr] hi can i ask am i through to the right team for a property in [pii] [sys] what's the postcode of the site please [usr] [pii] [sys] you are but are you looking to get a drainage engineer or a plumber [usr] it's a blocked drain an overflowing kitchen sink [sys] ok [usr] i think it's probably a pipe that's blocked [sys] ok you have reached the right department how can i you wanna get [usr] it's [sys] a booked [usr] not an it's [sys] up [usr] not an urgent problem i was thinking about [sys] ok [usr] trying to book someone for the new year and i was also going to ask them what the options around prices were for that [sys] sure is this a residential property we are talking about [usr] residential flat [sys] ok alright ok we usually charge £180 for the first hour £100 each hour thereafter [usr] 100 and 80 for the first hour [sys] yes and [usr] goodness [sys] yes [usr] ok [sys] including [usr] all right [sys] va t [usr] all right i'll ring around then that's a bit much thank [sys] thank [usr] you [sys] you [usr] bye bye [sys] no problem bye bye	6Qualified Lead
[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes good evening you're through to [pii] speaking can i take your name please [usr] hi there that's that's a very bad line i could i could hardly hear hear anything you said there but i hope that you can hear me er [sys] i can hear you fine sorry [usr] ok good er we had a a call booked in that was supposed to come on thursday but he phoned up at about nine o'clock at night and it was too dark to come and then he was they were supposed to come on friday but they didn't we were away at the weekend we we're still awaiting on our drain to be cleared can i give you a reference number [sys] what what was what's the problem sorry you got a train to [usr] we we got a septic we've got a tank and it it's from from the the drain from our house to the tank is blocked somewhere it's overflowing into the garden it's coming from the toilet and the shower and every everywhere [sys] right [usr] er originally you were you were supposed to come on thursday [sys] have you already booked this did you [usr] yes [sys] say [usr] yes booked on thursday [sys] ok when when are they coming next i apologize [usr] i don't know you were supposed to come on thursday then he phoned up on thursday night to say it was too dark to come he was gonna come on friday he didn't he didn't come on friday we were we were away saturday and we just got back [sys] right [usr] now now [sys] then [usr] now i'm phoning to see when you are gonna come [sys] right ok let me have a look i'm sorry about this sir [usr] ok [sys] can i just take your postcode please [usr] it's [pii] [pii] [sys] get you just be a few seconds [usr] i've got the booking reference for you right [sys] just a few seconds just waiting for the system to catch up [usr] ok [sys] here we go and what's the first line of the address again [usr] it's [pii] the hangers [sys] here we go it looks there's been a bit of an issue with this let me have a look at what it says ok have you got a pen handy [usr] yep [sys] if you take this number it's [pii] [usr] [pii] yep [sys] [pii] [usr] yep [sys] [pii] [usr] [pii] yep [sys] that's the dino franchise number [usr] ok [sys] and cos it's not giving me any information on why it's not going ahead and what's what's the next steps are [usr] ok [sys] what i'd advise doing is just give them a call in the morning [usr] yep [sys] and then we take it from there [usr] ok [sys] what the franchise will be able to go into a bit more detail because if i book another job i don't want it to get canceled or put back again it's best to speak to them directly and that's the dino franchise number that i've given you [usr] ok i what what what time are they phon [sys] open i think it's after 9 a.m. [usr] ok [sys] after 9 a.m. because it said blockage outside i said i would highly recommend just giving them a call in the morning [usr] ok i can't i can't hear it it's a really bad line i'm afraid i can't hear much much [sys] sorry [usr] what you're saying [sys] sorry i just said if you give them a call in the morning [usr] yep [sys] that should [usr] well that's [sys] should [usr] better [sys] be that should be they should be able to arrange that for you [usr] ok i'll try again in [sys] right [usr] the morning [sys] ok i'm very sorry about that sir [usr] ok bye [sys] take care bye	6Qualified Lead
[sys] thank you for calling diner rod partnered with british gas calls may be recorded for quality and training purposes if you need any help with the drainage problem press one if you require our plumbing services press two did that you can now book drainage services online or chat to our advisors 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] you can go online [sys] please hold hello my name is how can i help you today [usr] yes sir good evening we've we've got a problem with our drains and i was wondering if i could arrange for someone to come round tomorrow [sys] bye [usr] morning please [sys] i'll check if if it falls under the emergency cash i can book it in for tomorrow it's subject to availability obviously for a standard appointment is it over the phone with any sewage [usr] you you spoke a bit too quickly i couldn't hear you can you slow [sys] i i i'm [usr] down slow down [sys] sorry [usr] and speak a bit slowly [sys] ok ok no worries is it overflowing with any sewage [usr] it's not either flown with sewage yet it's not no no but the it's [sys] no [usr] it's all bubbling a bit [sys] no worries ok can i take your post code [usr] it's [pii] [pii] [pii] [pii] [pii] [pii] [pii] [pii] [pii] [pii] [sys] you have british home care cover for your coming and drains [usr] sorry i i didn't hear that sorry [sys] sorry do you have british gas home pair cover for [usr] no [sys] your plumbing [usr] we [sys] and drain [usr] no no we don't no [sys] is it a commercial or a domestic property [usr] it's a domestic property [sys] ok i should be able to put the one in ok have you used before [usr] no never [sys] well what's the first line of the address [usr] it's the [pii] [pii] [sys] i've got some account on here with the with that address can you confirm that your surname [usr] well we just bought this property maybe it was a previous owner who had an issue with it as well [sys] maybe [usr] what got was it buck north was it buck their surname [sys] [pii] [usr] buckland buckland they they they've they've sold i bought it off [sys] all right ok you're the new owner i'll just create a new account we're not confusing the situation [usr] does [sys] that's [usr] that mean [sys] fine [usr] you have all the details of the previous job [sys] i do have i do let's have a look for you [usr] the reason the reason i asked that question is because i wasn't too sure where the drains are if about it from previously then that's that that's [sys] i [usr] really helpful [sys] i can only see much on the details i wouldn't know exactly the location of the drain but i can i've got the job completion notes and things that [usr] ok [sys] er [usr] that well that that might be helpful for the fellow who comes round cos then cos it's we're part of a a complex if you it er it's a share drain [sys] ohh is it shared train [usr] i believe yes [sys] right ok if it's a shed drain you'll need to get in touch with your local water board we don't come out to shared drains [usr] well [sys] we only [usr] no no [sys] come out [usr] no no no no no sorry i misspoke it's it's well i think they've come you've come round before haven't you therefore you come round again [sys] they've come out they've come out not for the drain this one i'm looking at they came out for the blocked toilets this job was for a a blockage in their toilet if you're if you're looking for somebody to come out for a drain that you suspect it's shared [usr] well i'm i'm [sys] we [usr] not i'm not [sys] don't [usr] well i'm not well i'm not [sys] you're [usr] too sure [sys] not 100% [usr] i'm not sure [sys] is it [usr] that [sys] in your boundary is it in your boundary [usr] what the the drain [sys] the drain [usr] well it's it's peculiar it goes under another property er er into a street not a street but into the courtyard area our train goes into the courtyard area [sys] i've got a feeling it it does sound a shared drain to me that one what i would do is for for in the first instance because obviously you you don't have any cover with british gas for plumbing and drain payment is due on completion of any work carried out to to be able to save that money out the first thing i would do is i would call the local water board and then see if it if they will cover that if they don't then give us a back i think the first point of call would be the local water board on that one [usr] ok alright then i i i'll do that first and then give you a call back all right [sys] ok [usr] then ok that's very kind all right thanks very much for your help thank [sys] no worries thank you bye [usr] thank [sys] bye [usr] you bye [sys] bye	6Qualified Lead
[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 system 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 morning you're speaking to [pii] how can i help [usr] i've got a blockage outside blockage between a sup and anyway from from one of two of the bathrooms in my house er there's there's a blockage between that and the septic tank [sys] right ok we can get somebody out for you what's your postcode there please [usr] [pii] it's just online you say you can't do anything for three days [sys] ok let me just have a look [usr] and i've got to go out until about 2 30 [sys] and it goes it goes through as an emergency it should be in the next four hours if you if you're not gonna be in till about half past two it's probably best to ring us after half past two when [usr] ok [sys] you are at the property [usr] and how much is an emergency [sys] er you'd be looking at £225 for today [usr] ok and it's usually 100 and 80 during the week [sys] yes it's cheaper monday to friday but the weekend it is more expensive [usr] if i ring when i get back do how long they'd be before they it'd be four hours during that next four hours [sys] that's correct [usr] ok well that's really helpful thank you much thank [sys] no [usr] you [sys] problem at all [usr] bye [sys] bye [usr] bye bye	6Qualified Lead
[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 you note 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] good morning to you my name is [pii] i live in [pii] in [pii] i'm afraid i've just come out of hospital and i'm i'm disabled which is why it's difficult for me to work my ipad for you [sys] ok [usr] your guy [pii] came round a couple of days ago and brilliantly said about replacing a b cock i've got some cold water and some hot water and you're coming round to replace an immersion tank my problem is the downstairs lou won't fill and doesn't work and i can't go upstairs because i can't climb the stairs yet [sys] ok what's the postcode of the address please [usr] [pii] [pii] [sys] thank you [usr] i must say i was very very impressed with your services and very impressed with [pii] he was a nice guy [sys] no thank you just have a look [usr] it won't fill properly or or to [sys] ok you have to speak to the local office they are currently closed they open at 9 a.m. i can provide you with a direct number [usr] could you do that please well i i mean you can't deal with it [sys] no you'd have to contact them directly [usr] ok could you please tell me the number then thank you [sys] yes it's [pii] [usr] [pii] yep [sys] [pii] [usr] [pii] yep [sys] [pii] [usr] [pii] can i read that back to you [pii] [sys] that's the one [usr] and they would open at nine right thank you very much indeed that's very helpful [sys] no worries thank [usr] thank [sys] you take [usr] you bye [sys] care [usr] bye [sys] bye	6Qualified Lead
[usr] at some point [sys] thank [usr] but [sys] you for [usr] i [sys] calling [usr] just [sys] dino [usr] got [sys] [pii] partnered with british gas we record calls for quality and training purposes [usr] i don't want him to come out and then have to have to pay him what [sys] good [usr] said [sys] evening [usr] someone [sys] you're through [usr] on the [sys] to [usr] up [sys] british gas services you're speaking to [pii] on ma sover how can i help [usr] hi i've i've booked an appointment for tomorrow just hoping that at some point i would get a quote but i didn't realize i had booked something in i just want to cancel it if that's ok [sys] right no problem at all and what's the agreement number [usr] i've got a reference [sys] ok and what's the postcode of the property [usr] it's [pii] [sys] that's [pii] [pii] [usr] [pii] [sys] and the house number [usr] [pii] [sys] thank you and can you confirm your name please [usr] it's [pii] no [pii] [sys] all right just a moment [pii] [pii] ok and are you the landlord or the tenant [usr] lanos [sys] ok not coming up with any details i see [usr] can [sys] what's [usr] i [sys] the [usr] get [sys] reference you've got [usr] i've got [pii] [sys] ok [usr] [pii] wo [sys] aha [usr] hyphen 3733 [sys] huh [usr] [pii] [sys] ok 3733894 just a moment right i see it's an on-demand job you don't have aaa home care agreement with us it was just a one off job is that correct right ok and the appointment is for tomorrow between eight and one ok and what's the reason for wanting to cancel [usr] because i just all i wanted was a quote i'm hoping we would have solved the issue by then but i just wanted a quote in case we haven't i didn't want to [sys] right [usr] book something [sys] right ok the line is just gonna be silent briefly while i'm looking into this for you ok [usr] what into canceling it [sys] the cancellation yes just because it's it's an on demand job it's a different protocol but i'll look into this for you shortly ok [usr] ok thanks [sys] just a moment you're welcome [usr] ok can hang up i don't know right [sys] hello there [usr] hi [sys] thanks for your patience if you just hold the line for me i'll get you across to our on demand team and they'll be able to get this canceled for you ok [usr] ok thanks [sys] just a moment [usr] the place long as long as it it is a day that i was gonna tell you about the that was quite nice isn't it they've got a really bloody really bloody stunning house look at the living room a bit r ok they've got it this and they put in that thing on the ceiling and they've bought the paint just on it i never ever think to do that but it's fucking stunning isn't it it's really good and the man show want to make this paper also good to we would never go to before you could go for that i mean how are you gonna look at the arm and you can't get on but we have the customs that from what you want is that no i would to have a nicer to the decor that isn't i idea think that more unique i didn't know how that how was that no i'm sorry ok ok hold do not that that about go that ok fine right no obligation quote shove off that's with a lot of people trust to carry out the wear hospital before i don't know when ok i would eat [sys] love it [usr] hello [sys] thanks for your patience yes i've just forwarded the details across to the team and they'll get that canceled for you ok you don't need to speak with them i i'll send the details across to them all right [usr] ok brilliant thank you very much [sys] you you're welcome and have yourself a lovely evening as well [usr] and you bye [sys] bye	6Qualified Lead
[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 [usr] hello [sys] for quality and training purposes good morning thank you for calling dino [pii] speaking how can i help [usr] anyway what it is he had an emergency call up last night the lads weren't able to resolve the issue he said he was going to pass it on to the police shift i was just wondering if [sys] ok [usr] you could just track that for him just see where they're up to with it [sys] what's the postcode for the job [usr] it's [pii] [pii] [sys] [pii] let me see if i can find it and what name was the job booked under [usr] [pii] [sys] and what's the first line of the address [usr] [pii] [sys] right i'll have to give that local office a call bear with me [usr] ok thank you [sys] no problem hello hi there it is arranged for today they are coming you couldn't give me the exact time but they will give you a phone call when you're on the next on their list if that makes sense they are coming [usr] i just wanted to make sure it was [sys] no [usr] on here it was [sys] of course [usr] it was gonna [sys] no [usr] be getting sorted [sys] i would [usr] out [sys] do the same [usr] but thanks very much for [sys] no [usr] that [sys] you're very welcome take care [usr] ok have a nice day [sys] you [usr] bye now [sys] too bye	6Qualified Lead
[sys] welcome to dino rod thames valley region please note all calls are recorded for training and monitoring purposes please choose from the following options press option one to book a job it's two for accounts and option three for anything else well thames valley region is a franchise of dino rod experts in drink [usr] hello [sys] good morning hiya hello [usr] hi there hi i'm hoping you can help me you guys have very recently been out to a property that i'm managing to repair a problem with a a blocked toilet unfortunately the repair you done hasn't worked and [sys] ok [usr] problem [sys] what's [usr] is back [sys] the postcode and i can [usr] it's [sys] have a look [usr] of course it's golf [pii] [sys] yep [usr] [pii] [sys] [pii] [pii] ok that's [pii] [usr] correct [sys] [pii] [usr] that's it [sys] ok just having a look and they've they've they've rocked again [usr] the the toilet is blocked again the tenant's tried plunging it and all of the normal things but [sys] ok [usr] it's it it [sys] no [usr] it's [sys] problem we [usr] it is [sys] we'll [usr] blocked [sys] be able to [usr] to [sys] send it [usr] the [sys] out [usr] point [sys] to [usr] where it's [sys] you [usr] overflowing as well [sys] ok we we can't raise the job for you you'll have to ring british gas because it all goes via them if you [usr] ok [sys] ring british gas and ask them to to raise the job we'll be able to get back out today [usr] ok fine that's great thank you much i'll [sys] that's [usr] do that [sys] ok no problem at all many thanks cheers [usr] bye [sys] all right bye bye	6Qualified Lead
[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 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 speaking to [pii] how can i help [usr] hello there good afternoon i wish you can help me my name i'm calling from letter agents we have a property [sys] all right [usr] that has a blocked toilet i was wondering if this has warranty if you can send someone out again [sys] can i take the postcode of where the property is [usr] bear with me sir it is [pii] [pii] [sys] it's the [pii] [usr] yep [pii] [sys] ok what i'll do is i'll text you the number for the guys that came out and did the work and then obviously if you just call them they can then send somebody back out and sort you out with invoices and everything [usr] no problem [sys] all [usr] all [sys] right [usr] could [sys] no [usr] i take [sys] problem [usr] that number please [sys] i'm [usr] sir [sys] just gonna text it to you if that's ok [usr] yes please [sys] no [usr] text [sys] problem [usr] us that would be [sys] i'll sort that out for you now [usr] thank [sys] thanks [usr] you very much [sys] a lot see you bye [usr] bye bye	6Qualified Lead
[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 did that you can now book drainage services online in a few easy clicks visit dino.com for details [usr] music bro [sys] alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] you only have got it [sys] hello speaking and how may i help [usr] good afternoon we rung you this morning at eight o'clock you said you out because we're vulnerable we we don't know whether the toilet's blocked or it's the drain and you said you'd send an engineer out to deal with it we're both 78 years old with no other toilet love and what [sys] right have [usr] are we [sys] i can i take your postcode [usr] [pii] [pii] [sys] and can you confirm the first line of the home address for [usr] [pii] [sys] me [usr] love [sys] and the name on this [usr] missus marilyn salon my if you can't do it we're gonna have to get somebody else [sys] what what's the first line of what's what number is it [usr] [pii] [pii] i mean you've lettered all this time love [sys] let me just check that postcode again [pii] [usr] [pii] [pii] [pii] [sys] [pii] let's have a look [usr] the problem is how to get across hm [sys] right well it is down for the engineer to come out to you are you ok to hold a second while i speak to the local office [usr] i mean bloody hell it's all these hours though we could have rung somebody else and maybe got them out it's not on [sys] let me ring the local office we are very busy today it's it's quite [usr] yes [sys] a rle near christmas [usr] but [sys] i'm just [usr] you should [sys] speak [usr] say [sys] to them [usr] i'm [sys] now [usr] sorry we won't be able to do it today get call somebody else [sys] let me just speak to them now for you hello thanks for holding for me [usr] hello [sys] right he is coming but it's gonna be six o'clock before he's with you [usr] that's fine if you definitely get in here and we're gonna [sys] he's [usr] get [sys] assured [usr] it done [sys] me [usr] today [sys] yes he's he's he's he's going to [pii] now and then he's coming down from [pii] to you [usr] ok [sys] he's going to give you a ring when he leaves [pii] [usr] yes all right thank [sys] all [usr] you [sys] in hand [usr] and [sys] for you by six o'clock [usr] thank you goodbye [sys] thanks missus [pii] thank you bye [usr] i love	6Qualified Lead
[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 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 good afternoon you're through to [pii] here at [pii] how can i help [usr] hi there my my partner was speaking to someone last last week last friday and then we spoke again on saturday we had a bit of a drainage emergency and you couldn't you couldn't send anyone out last friday when the emergency was happening but then you said you would send someone out as soon as possible and we would get a call to say they were coming obviously because it was an emergency we had to get someone else to to to sort it out but then what happened is then suddenly we we we someone turned up on saturday morning with with calling genuinely five minutes before turning up to take a look at the problem this is from from diner rod [sys] ok [usr] and they they charged us a £50 call out fee despite the person on the phone the day before saying they wouldn't we wouldn't we wouldn't be charged we ended up just paying for that fee because they were there and we paid the call out fee and they said they couldn't fix it right there but they would they would provide a quote which they did for 350 quid and the the call out fee would be taken off it obviously we needed problem sol solving someone else came around and genuinely fixed it within five minutes but then we spoke to someone at dina rod on the phone on saturday he said and explained the situation and he i think must have one of your colleagues was we were we were incredibly short staffed everyone was ill processes fell down and you were told the wrong information they shouldn't they should have told you that you would have to pay the £50 charge and also they should have called earlier to say they were gonna come because obviously we didn't we didn't need them to come the the person on the phone last saturday said your finance team would provide a refund for the 50 quid but we haven't heard from anyone yet i was just chasing that up [sys] ok let's have a look the it's very strange how they said that it was misinformation about the call out fee because there isn't a call out fee ever or they shouldn't be i'm not too sure why they said yes there is it's just really confusing for yourselves i apologize there it's the local offices that issue the refunds it would be the office themselves that can re revert that back because we don't deal with any payments [usr] right [sys] it's usually the office that take care of that again i apologize there what's the postcode for the property please just i can bring up the details [usr] it's it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [pii] ok and that's fine and just confirm this line of the address for me [usr] it's [sys] ok [usr] [pii] [sys] that's fine ok it's transit right i can give you the office's contact number if you give them a call they'll be able to get that refunded back to you again our apologies [usr] a [pii] [sys] and i'll get that fed back as well because they shouldn't [usr] no [sys] be [usr] worries [sys] charging call out fees it's [pii] [pii] [pii] [usr] cool let me let me give them a [sys] not [usr] call then [sys] a problem at all ok again [usr] thanks [sys] apologies and we'll get that sorted [usr] that's helpful [sys] take care now bye [usr] no worries thanks a lot thanks a lot	6Qualified Lead
[sys] thank you for calling diner rod partnered with british gas calls may be recorded for quality 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 an existing home care policy it's three if you need any help with the drainage problem press one if you require our plumbing services press two 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 hello [usr] hi [sys] how i [usr] hello good morning thank you much for picking up this call i am calling because we need a service a plumbing service this seems to be an emergency we are suspect a leak from the i mean sorry it seems to be a burst pipe within the house structure we are looking for someone who would be able to attend to it today is there [sys] right ok i'd have to check availability for today can i take the post code of the property [usr] certainly this is located at [pii] [pii] [sys] and if it's a domestic property or a business [usr] i'm sorry [sys] is it a domestic property or is it a business [usr] this is domestic [sys] domestic right and what's the first line of the home address there [usr] this is at [pii] [sys] that's great do you have any british gas home care cover for blooming and train [usr] i'm sorry say that again [sys] do you have any british gas home care cover for plumbing and drains [usr] british gas that i'm not sure of is that something that needs to be you need to be aware [sys] it it's [usr] of [sys] something you'd pay for as an extra if you have boiler cover you'd pay extra for british gas home care cover do you have british gas boiler cover [usr] ok no i don't think we have it do do you think [sys] you don't [usr] you mean insurance a cover [sys] yes it's spoiler insurance [usr] boiler [sys] from [usr] insurance [sys] british gas [usr] no no doesn't [sys] no [usr] happen [sys] ok that's fine when you walk the train but can i take your name please [usr] my name is [pii] [sys] is that your is that your surname [usr] [pii] surname or first name [sys] your surname please [usr] surname it's [pii] [sys] right and a contact phone number [usr] please use this number that i'm using right now you may contact this number [pii] [sys] right i'll just try [usr] hold on let me [sys] i've got it it's all right i've got it showing that's fine just bear with me while i put that in and it's a burst pipe is it a leaking pipe [usr] yes correct that's what we thought of but i believe your plumber professional plumber would be able to confirm that once they go there right [sys] right ok that's fine anyone with any vulnerabilities at the address [usr] i'm sorry you say that again [sys] anyone with any vulnerabilities disabled or ill or anything [usr] i'm sorry i didn't get that say [sys] a a anyone [usr] that again [sys] that's disabled or ill or anything at the address is [usr] no no [sys] there anyone [usr] there [sys] ill [usr] is no [sys] there [usr] there is none [sys] no the first availability we've got is wednesday nothing [usr] that [sys] before wednesday i'm afraid [usr] i see sorry we need someone today if possible [sys] we don't have any availability at all i'm afraid [usr] ok [sys] wednesday's [usr] no problem [sys] the soonest we could do [usr] alright no problem i understand thank you [sys] ok you're welcome i won't book that then for you [usr] thank you much goodbye [sys] ok thank you bye sorry about that	6Qualified Lead
[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 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 [usr] they develop [sys] we record calls for quality and training purposes [usr] right [sys] good afternoon you're through to [pii] at how can i help [usr] hello i phoned early this morning to make an appointment about a blocked toilet but my brother has since put me in touch with someone who can come out today i need to cancel it i'm afraid [sys] no problem at all that's fine can i take your postcode please [usr] it's [pii] [pii] [pii] [sys] that's wonderful thank you and just confirm for me the first line of your address [usr] it's [pii] [sys] brilliant that's fine i'll get it canceled down for you now [usr] thank you very much thank you [sys] no problem bye [usr] cheers [sys] bye [usr] thanks bye bye	6Qualified Lead
[sys] thank you for calling dino rod [usr] right [sys] 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 welcome to my name's [pii] how can i help [usr] hi i have a problem in a premises with three blocked toilets i was wondering could we get somebody out as soon as possible [sys] ok we should be able to have a look at that is it a home or is it a commercial premises [usr] commercial [sys] ok no problem let me have some detail then get it straight over to the local team and what's the postcode there [usr] it is [pii] [sys] yep [usr] [pii] [sys] that's absolutely fine give me one moment then let me pop you over to the team we'll get them to grab the details from you we'll get out on their a ap [usr] no [sys] for [usr] problem [sys] you [usr] ok [sys] thank you for calling 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 thank you for calling 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 welcome to our voicemail system you've reached the mailbox of [pii] at the	6Qualified Lead
[usr] that [sys] thank [usr] he got his [sys] you [usr] company [sys] for calling dino rod partners with british gas please listen to the option 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] my [sys] i'm sorry 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 they know with the uk s leaded plumbing engine services from block drain 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 good afternoon this is speaking how can i help [usr] good afternoon i wonder if you can we had a call out last tuesday at an address i just wondered what the conclusion was [sys] ok [usr] when you [sys] ok [usr] arrived there [sys] what's the postcode of the site please [usr] [pii] [pii] [sys] [pii] ok [pii] november november 5 was that sorry [usr] yep [sys] what's [usr] yes please [sys] the customer's name or first line of the address please [usr] it's [pii] [sys] [pii] they say it's nothing [usr] and it's a er er er it's pretty solicitors that asked for the call out to go [sys] ok let's have a look yes it's a demand booking wasn't it british solicitors ok and are you calling from the solicitors sorry [usr] yes i am i am it's usually it's usually me that they email the [sys] right [usr] invoice it's just that we had one a few weeks a couple of three weeks back and this was the second [sys] right [usr] visit in a very short space of time i just wonder what the [sys] right [usr] outcome was [sys] it it is showing that it was completed on the 12th of september successfully it says to jetting [usr] that's [sys] clear [usr] the one [sys] block manhole flow restored and washed out where it had been overflowing before that that was completed i can confirm it was jetted clare [usr] it's got nothing to do with the patch that has gone on the time before [sys] let's have a look if i can just put there's no guarantee offered just to give you some clue it it looks misused sanitary pads causing blockage [usr] clarity of [sys] it seems [usr] what sure [sys] that's the reason [usr] what [sys] sanitary [usr] was blocking sorry [sys] pads apparently was blocking causing the blockage [usr] right [sys] it [usr] ok lovely ok [sys] that [usr] thank you [sys] that's the that's about all the notes it gives me on here [usr] it was unblocked [sys] yes [usr] was it due [sys] exactly [usr] to that ok that's fine [sys] all [usr] ok [sys] right [usr] ok and someone will email me the [sys] right [usr] invoice [sys] ok [usr] shortly [sys] what i'll do i that's our local office if they that's how they what i'll do i'll i'll forward them an email with just to make sure they've got the information that they need they can do that what what's your email address please [usr] it's [pii] which is [pii] just ordinary k [sys] the [usr] the letter [pii] and it's [pii] [sys] love you bye bye [pii] [pii] sorry [usr] [pii] [sys] ties [pii] end [pii] [usr] yes it is [sys] ok [usr] correct [sys] ok brilliant ok i'll i'll pass that information on and make sure that that they have all the information they need i'm sure they i'm i'm guessing they would have it anyway but just to be sure that they can send that over to you accordingly [usr] lovely [sys] all right no [usr] thank [sys] no [usr] you very [sys] problem [usr] much [sys] at all [usr] for your [sys] thanks [usr] help [sys] for your call thanks bye [usr] thank you bye bye	6Qualified Lead
[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 dot com for details alternatively [usr] and [sys] please hold and your call [usr] school [sys] will be transferred to a customer service [usr] it's [sys] advisor [usr] money it's bantu is it bantu it's a bantu [sys] we record calls for quality [usr] three years with [sys] and training purposes [usr] i need to she needs to go [sys] morning [usr] the hello [sys] how can i help you today [usr] hi i just spoke to somebody regarding the telephone number from the local office he gave me my own number which i called [sys] ok could i have your postcode [usr] i [sys] please [usr] it's [pii] [pii] [sys] one second [pii] [pii] [usr] ok [sys] and is that plumbing or dr that you need [usr] er well the toilet is blocked [sys] ok the [usr] no but no i don't think it's a plumbing it's because i had a plumber in already [sys] it drains [usr] it's [sys] that's [usr] a training [sys] what i'm getting for you now the contact number you need is [pii] [usr] [pii] [sys] [pii] [pii] [usr] [pii] [sys] thank you [usr] perfect [sys] bye bye [usr] thank you bye	6Qualified Lead
[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 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 block beams to bust 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 you're through to speaking how can i help [usr] hi can i get through to the person that i need to make a complaint about please [sys] you'll be customer or [usr] i was a customer [sys] the british gas customer [usr] sorry [sys] are you a british gas customer [usr] no [sys] are you a customer [usr] no [sys] have you got an account with us or in regards [usr] no [sys] to [usr] just [sys] what to [usr] i just [sys] make [usr] had [sys] a complaint [usr] [pii] out yesterday to do a blockage [sys] ok let's have a look what's the postcode and the address [usr] it's [pii] [sys] what's the address [usr] 17 that's close [sys] on the ninth [usr] er well it might be under my wife [pii] or [pii] [sys] ok you need to speak to the local office i'll pass you over the number ok one second ok the number is whenever you're ready [pii] [pii] [usr] [pii] [sys] [pii] [usr] [pii] brilliant thank you [sys] thanks a lot bye [usr] cheers [sys] bye	6Qualified Lead
[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 welcome to dino you're speaking to [pii] how can i help you [usr] hi [pii] i was just calling to get a quote about a resolving an issue i am having with my kitchen [sys] right sir [usr] essentially we have there seems to be a blockage which is affecting not only the sink but also the washing machine and the dishwasher [sys] reiser [usr] i'm guessing they will co coalesce at some point and that is where it is blocked [sys] yes certainly sounds it can i can i just ask sorry sir do you have any home do you have any home care cover with british gas [usr] we don't have a this isn't there is no gas in the property [sys] no no that's all right sir sorry to be fair the home care is a as the home care cover it's ba it's an insurance policy you wouldn't need to be a customer of our of british gas or even have the gas but that's ok just to let then if if we get somebody out for you subject to availability with [pii] and [pii] tomorrow or onwards if we get somebody out between eight and 6:08 a.m. and 6 p.m. in the week it would be for routine and unblocking it would be £180.01 80 [usr] ok [sys] inclusive of va t [usr] ok ok 100 and 80 quid ok all right well [sys] yes [usr] why [sys] sir [usr] don't i get back to you guys and [sys] that's fine that's that's fine sir not a problem at all [usr] cool [sys] thank you [usr] all [sys] thank [usr] right [sys] you very much [usr] well have a great [sys] take [usr] sunday bye [sys] care [usr] bye [sys] and you sir thanks again bye bye	6Qualified Lead
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you 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 [usr] what was that [sys] hello you're speaking to [pii] at down on demand how may i help [usr] hi we had someone out before christmas to resolve a block drain but we need further work because there's a dropped section of drainpipe and we were wanting to book it in [sys] you're wanting the drones to be dug up and replaced [usr] yes [sys] alright ok i'd have to get you through to the local office on that one [usr] ok [sys] can i take your postcode there [usr] it's [pii] [pii] [sys] right the phone number do you have a pen there the phone number for the local office is [pii] [pii] [usr] ok thank you [sys] you're welcome thanks bye	6Qualified Lead
[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.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] how can i help [usr] hi there i was expecting an engineer to come and help with a plumbing issue on friday and and i got a text saying they would be there in 15 minutes and no one came i was just wondering if we could arrange them to come tomorrow ideally [sys] can i take the postcode please [usr] yes it's [pii] [sys] what's the first line of the address [usr] [pii] [pii] [sys] you'd to arrange the appointment for an engineer to come out tomorrow [usr] yes [sys] ok just bear with me a second [usr] hi you still there [sys] i am i'm just [usr] sorry [sys] just rearranging it and bear with me a sec [usr] where [sys] no ok we've only got all day available for tomorrow all day would mean an engineer would attend any time between 8 a.m. to 6 p.m. and they'll give you a phone call once he or she's on route is that ok [usr] that's fine is there any way i could also have a a number because as i say on friday when they're supposed to come we got a text saying they'd be there in 15 minutes i i just worry that i missed them they might have gone to the wrong house or something [sys] it's [usr] that if i get a number to call [sys] it's standard procedure for all engineers to give customers a phone call once they're on route if you just want to confirm the number that you would have given us for yourself [usr] [pii] [pii] [sys] yes that's the one that we've got [usr] ok is there any way i could give you a secondary number in case that first one doesn't go through [sys] can i take that [usr] just a second the second number is [pii] [sys] is that [pii] [usr] [pii] [sys] i've got [pii] [usr] yes [sys] and the name for that [usr] [pii] [sys] ok anything else i can help you with [usr] no that's great thank you very much for your help [sys] right thank you take care bye bye [usr] cheers [sys] now [usr] goodbye	6Qualified Lead
[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.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 a property in [pii] that i'd to have the drains rotted please because we've got a a drainage issue there with backing up water and i just wondered if i could get that booked in please [sys] no worries is it a domestic property or commercial property [usr] it's domestic [sys] ok and are you the landlord or [usr] well i'm the builder we've sold the house four months ago and the now we've got an issue with drainage effectively it's a snagging issue from our point [sys] right ok what's the postcode of the premises [usr] it is [pii] one [pii] [sys] ok i'm just gonna you directly through to the drains department i'll be one moment [usr] thanks [sys] [pii] [usr] hi good morning i've got a property in [pii] that i would the jane drains jetting please because they're backing up to the sta soil pipes and i just want [sys] right [usr] to try [sys] when you [usr] and [sys] say [pii] what's the what's the postcode [usr] it's [pii] one [sys] all right [usr] [pii] sorry it's [sys] when [usr] [pii] [sys] you say the don the other side of [pii] isn't it you say the camera survey [usr] well i'd ra i just wanna get the drains really float jetted well really [sys] right jetted [usr] try [sys] through [usr] and get all the backup away and then just go from there really that's what i'm [sys] at at [usr] after [sys] at the moment we'd be at the earliest we'd be looking at next week at the moment we're fully committed this week now [usr] right ok [sys] we've got we've took that we've took that many jobs over the holiday period we've just [usr] i thought [sys] no [usr] it was probably [sys] no [usr] the worst [sys] capacity [usr] time ever to [sys] at [usr] ring [sys] the moment [usr] them [sys] this week [usr] ok right i'll probably have to see if we can try and find everyone will be in the same boat i suppose won't they but [sys] well [usr] i [sys] i'm [usr] will [sys] not sure i think we were we were exceptionally busy last week now whether that's because some of the other companies weren't working i don't know but [usr] get [sys] we [usr] you [sys] we struggled [usr] right [sys] last week we had that many jobs ok [usr] ok no problem [sys] all [usr] i'll [sys] right sir [usr] i'll thank you cheers	6Qualified Lead
[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes welcome to british gas you're through to [pii] how can i help you [usr] hello [sys] hi how can i help you [usr] listen i've got a problem with my toilet [sys] ok can i have your name and address [usr] [pii] [pii] [sys] one second [usr] what do you want [sys] your address sir your address [usr] [pii] [pii] [sys] [pii] postcode [usr] [pii] [sys] carry on [usr] two hr [sys] and the name on this contract	6Qualified Lead
[sys] good morning how may i help [usr] yes can i speak to [sys] may i ask who's calling [usr] my name's [pii] [sys] [pii] hold the line please can i have your postcode please missus [pii] [usr] [pii] [sys] hold the line please please continue to hold we appreciate your patience hello missus i'm just gonna put you through now bear with me [usr] great thank you [sys] good morning mr scouting [usr] hello [sys] i am [usr] [pii] you all alright [sys] i am my heart [usr] good [sys] sunk [usr] man [sys] when [usr] good [sys] i heard [usr] man [sys] your name i i did [usr] don't don't [sys] have [usr] be [sys] no i had [usr] that [sys] some issues with my emails and then i completely forgot about you i'll be perfectly honest with you mister [pii] i do apologize [usr] no but no [sys] i [usr] appreciate [sys] do [usr] honestly [sys] apologize for that the video for you you sent me an email a couple of a couple of weeks ago now looking for the historic information on that [usr] yes [sys] i bought your details at and i just put scouting in there straight away no i'm just trying to find your email to find out what what were you after exactly again mister [usr] [pii] well obviously i need the the details of the job that [sys] yes [usr] you guys have done er and obviously the on the video because obviously i know you're telling me that there's no damage there but obviously initially [sys] cracks [usr] i was but obviously i'm i'm still fighting with obviously the insurance company and [sys] right [usr] things of that nature obviously i need to put [sys] right [usr] support and [sys] the [usr] the evidence [sys] problem i've [usr] in [sys] got is when we did this we didn't save it because it wasn't ours now what i'm happy to do is it'll be later this week i'll come out and re review it for you [usr] well that's not necessarily gonna what what would the information go [sys] no [usr] back to [sys] no [usr] british [sys] it'll [usr] gas [sys] come to [usr] then [sys] you no this is just for you [usr] no what i'm saying but with the information when he originally done the job with that [sys] no [usr] have not gone back to [sys] it [usr] british [sys] it [usr] gas [sys] no it would have come to us [usr] no no obviously the coal was raised [sys] ohh yes [usr] from british [sys] ohh [usr] gas [sys] yes [usr] to [sys] we've [usr] use [sys] got the data yet [usr] as [sys] we've [usr] the [sys] got [usr] agent [sys] the data out of when we were there what time we were there but everything after that was done off us as in not through british gas [usr] right [sys] you [usr] ok [sys] chased us what's happening are we gonna get this done right ok yes we'll we'll get it done we had some issues with the first video and i think we came back on that one we've had multiple visits but no none of them are saved on the system as a visit because we were looking after you without british gas which means we had [usr] right [sys] what they call delegated authority do we do we find work here that needs to be done no there isn't there was some discrepancy we applied the british gas said would you be covered they said yes we went back and then that's when we established that all i've got all the information but i don't have a timeline a timeline [usr] right initially my concern is obviously at the beginning and obviously there was damage [sys] yes [usr] identified [sys] well [usr] and obviously a repair needed to be done which approval was obviously [sys] yes [usr] gained and then when your gentlemen have come back they've then said there's no damage [sys] it's [usr] and [sys] off [usr] it's all [sys] the [usr] off [sys] property [usr] boundary [sys] the damage we did find was off property we engage the water [usr] right [sys] board for [usr] but [sys] you i believe [usr] right but initially it was told that the the [sys] yes [usr] damage was [sys] we [usr] on [sys] were initially [usr] property [sys] told yes [usr] that's [sys] we [usr] what [sys] were [usr] was [sys] initially [usr] confusion [sys] we thought it was on property the engineer called it our engineer called it wrong when we sent the repair [usr] right [sys] team [usr] ok [sys] they said this is not on the property we can't repair this then we engaged the water board [usr] ok right well again there's no point in doing it for [sys] right [usr] the sake of the er the video cos obviously we we we we've got obviously because obviously you just said it couldn't be done with that [sys] right [usr] to all that matters now if [sys] of [usr] you can [sys] course [usr] put it in writing [sys] i can well [usr] for me graham [sys] let [usr] that'd [sys] me put [usr] be very [sys] that [usr] much [sys] on [usr] appreciated [sys] an email to you right if you don't get that today i promise you'll get that tomorrow ring me this time tomorrow if you haven't got it and i will be mortified i've just got i'm trying to [usr] no [sys] catch [usr] problem [sys] up with what i'm doing obviously we'll be a bit busy with the rain but i'll definitely put [usr] that's [sys] that [usr] fine [sys] through [usr] well look look rather rather need pressing i to get it done tomorrow if i can get it by the end of the week that would that would be fine if you could obviously put down from [sys] i [usr] the [sys] think [usr] initial [sys] i wanna [usr] call [sys] do that do i [usr] to [sys] think i wanna [usr] obviously [sys] do it [usr] the [sys] to do with it's all well i've got it all [usr] right [sys] right [usr] well well if you can put down from the initial contact to to where [sys] yes [usr] [pii] got to that that'll be fine because i'm i'm still fighting at the minute with [sys] is [usr] the insurance [sys] there anything [usr] company [sys] i can [usr] i've [sys] help [usr] got to i've [sys] you with on that [usr] to just build up an at the moment no because obviously again it's been taken out of my hand [sys] right [usr] with the solis [sys] i [usr] and [sys] understand [usr] things [sys] what [usr] but [sys] i [usr] obviously [sys] can't [usr] i've [sys] understand [usr] got to make sure [sys] is is if we've identified it off property why haven't they just done it i [usr] well well the problem we've got is there's there's has been identified that there is damage on [sys] right [usr] property this is why the different we've got if one thing one has damaged properly not has damaged not property at the moment we know they're gonna have to damage obviously they're gonna have to if they get found out by the solicitors they're gonna have to repair the off boundary but this present time i'm still fighting to go well there's property it's damaged property it's damaged on site at the moment i've got yourselves as professionals saying there's no damage and we've got another body saying there is damage there's a there's a difference [sys] there is [usr] of opinion you see [sys] well we say there is damage as well mind but not on property we we definitely identified damage [usr] that's why i need [sys] and [usr] to [sys] that's [usr] clarify [sys] what drew us out the first time i'll put this in an email for you have a look through it if you need me to address it [usr] crib [sys] or change it just let me know right [usr] well [sys] and well [usr] then excellent [sys] you're [usr] thanks [sys] very [usr] for taking [sys] welcome [usr] the call this morning [sys] thanks [usr] graham [sys] mister [pii] cheers [usr] great [sys] now bye [usr] thanks [sys] bye [usr] now bye bye now	6Qualified Lead
[sys] good morning [pii] how can i help [usr] hi i'm not sure if you can help me i've got an ongoing claim i suppose you would call it with british gas and it was you guys that came to look at it and they told me that if i try if i contacted you that you would be able to help me with a date or booking in a slot to fix the problem [sys] right we've already been out [usr] somebody came out on the 23rd [sys] right and what was wrong [usr] my water tank has burst [sys] right ok let's have a look what's your postcode [usr] it's [pii] [pii] [pii] [sys] and what is it that's wrong now [usr] there was well we've got no the guy that came out had to drain the whole ce central heating system i've got no central heating and i've got no hot water [sys] alright let's have a look what's your name [usr] it's [pii] [sys] right right i'm just having a wee read at the notes [usr] ok [sys] right ok what you'll need to do is you'll need to phone back british gas and they'll need to book another job wait a minute wait a minute right because the job's still right what i'm going to do is i'll need to phone you back because i don't know if the british gas will need to book you another job or whether we can come out on this job [usr] ok [sys] wait to just see [usr] it's just i mean i was away for [sys] but [usr] a few days and but now we're back and it's a it's a sandstone house i've got and it is absolutely i can't tell you how cold it is and i've got five i mean british grass to their credit they gave they've said get some heaters and we'll refund you but [sys] right [usr] it's not [sys] ok [usr] making any difference [sys] right [usr] and i'm i've got a wee boy my husband's parents are here they're old i'm [sys] it it says [usr] are you [sys] there's a new [usr] there [sys] cylinder required [usr] british gas told me that you were meant to be sourcing a new cylinder [sys] right ok [usr] that's what they that's what they told me [sys] let's have a wee look not much seven i'll need to go and phone the manager and see if he knows anything about your job or about the tank getting ordered because see this [usr] ok [sys] is out of hours you see i'll give them a wee phone and i'll get back to you [usr] i don't know if you can also help me with this one or you maybe can find out the answer for me from what i've described i've got a back boiler that's why it had to all be emptied but there's [sys] right [usr] a gas fire attached to that can [sys] right [usr] i use the gas fire without it affecting the heat the heating [sys] right i'll need to ask i'll need to ask [usr] would [sys] somebody [usr] you because [sys] what [usr] if if i had the fire on a bit for a little bit it you want it would just blast a bit more heat out i think because the place has been empty a few days it's it's a nice box [sys] no that's fine right i'll get back to you i'll ask the questions and i'll get back to you about it ok [usr] ok thanks very much [sys] ok then no [usr] thank [sys] problem [usr] you bye [sys] bye bye bye	6Qualified Lead
[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 hello you're through to [pii] speaking how can i help [usr] hi there morning i was just checking [sys] hi [usr] i've got [sys] there [usr] a blocked drain from a ba from upstairs bathroom going out of the house and it's blocked up that the there's a bit of sewage that's come up through the bathroom floor [sys] ok [usr] i think it needs a professional to try [sys] with the [usr] and [sys] emergency [usr] unblock it well it could be it's not it's coming through the ceiling a bit but i mean obviously we've stopped the water extra water going in i mean can [sys] ok [usr] what what would it be for someone to come could someone come today compared [sys] is it [usr] to [sys] for domestic property ok the rate today to unblock would be £255 including [usr] ok [sys] va t [usr] including ok and that would be could be done today could it [sys] we can raise that number just [usr] ok all right ok we'll go for that then please [sys] what's the postcode [usr] postcode is [pii] [sys] hello [usr] hello hello hello hang on a sec sorry just get in hello hello hello hello i can't hear anything this end may need to call you back	6Qualified Lead
[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 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 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 sorry good afternoon this is you're talking to [pii] how can i help you [usr] hello i'm just calling my building has a very bad smell coming from the drains we think it's the drains outside i believe you've worked i think we've had someone from [pii] come out before and next time it's on me to call and i guess organize someone to come and have a look again [sys] ok what's the postcode where the problem is [usr] it's eh [pii] [pii] [sys] and watch the is it residential or commercial [usr] residential [sys] and what's the what's the the house name the house number [usr] it's [pii] [pii] [sys] right i've i know i've never been here before i went is it do you own the property [usr] well i own part of the property we think it's in the communal garden possibly [sys] right well diner diner have never been here before cos i can see they've only been to another address on [pii] but not been here [usr] not been to they haven't been to [pii] [sys] no no [usr] ok well that doesn't really matter i think we still need your services [sys] ok right ok that's fine not a problem it's you say it's communal is it do you own the whole do you own the are you gonna be paying for the work [usr] i mean i'll be paying for it and then it'll be charged to the to the building cos it's everyone it's communal [sys] ok right are you the are you the owner of the property or are you the just the landlord [usr] i'm an owner of a property in the building [sys] right but what the property where the problem is who owns that [usr] well it's a communal building multiple people own flats within the building [sys] ok right are the drains shared by different flats is that what you're saying [usr] yes exactly as in [sys] right [usr] we [sys] ok [usr] we're not sure where the [sys] i [usr] problem [sys] know [usr] is but we think [sys] right [usr] that it's [sys] well right dino wants to attend then if they if this is shared by because it they'd advise to get the local water board out in [pii] because they will do this work for free dino charge [usr] ok ok thank [sys] have [usr] you [sys] you have [usr] i'll relay [sys] you have you [usr] that [sys] contact [usr] and then [sys] them first and and and they will they will come out in a second for free ok [usr] ok thank you [sys] no problem thank [usr] bye [sys] you very much i hope you get it too thank [usr] thank [sys] you [usr] you bye [sys] final	6Qualified Lead
[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 up plumbing services press two or if you have an existing home care policy it's three [usr] i think it's true isn't it [sys] 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 evening [pii] speaking how can i help you [usr] good evening i'm getting a bit worried i spoke to somebody about two o'clock today about a leaking pipe at my property and nobody's been yet can [sys] i'm [usr] i give [sys] sorry [usr] you [sys] about that [usr] it can i give you my name and number where my address [sys] if you can give me your postcode i'll have a look for you [usr] thank you hold on it's [pii] [sys] [pii] [pii] and your name and the address for the [usr] heaven [sys] first line of the address [usr] [pii] [sys] thank you it's you with [usr] and with who dear [sys] a they they insurance company is [usr] that's [sys] it being done [usr] right [sys] on the [usr] good [sys] an engineer has been assigned and are you ok to hold i could try and see if i could get hold of the engineer for you [usr] very very you yes [sys] thank you [usr] thank you [sys] [pii] is the [usr] hello hello [sys] hello [usr] hello [sys] hello [usr] hello [sys] hi [usr] yes [sys] can you hear me [usr] yes i can yes [sys] yes ok thank you while i was just going to to try and ring the engineer and i noticed that it says start at eight o'clock i think it's been passed through to the out of hours engineer who will be starting at eight i tried ringing that number his number anyway but it's not going through [usr] right [sys] at all but it looks he starts at eight because he just said the sixth or the 10th start time 8 p.m. [usr] ok [sys] i think he he's due to start then if he's not i'm not quite sure how long say to give it until but [usr] it's [sys] maybe [usr] just my husband's [sys] a half [usr] disabled [sys] an [usr] i've got a disabled [sys] go [usr] husband [sys] on [usr] but i did tell them that on the [sys] with you [usr] at saga i've he's well i've i've had to put him to bed ok [sys] i'm sorry what's the late what's the latest can they because this engineer looks he's starting at eight because he's the out of hours one you probably should have asked for an in day an in day [usr] well that's what [sys] trial [usr] i thought [sys] right [usr] i thought they'd well they rang me at two and said [sys] right [usr] are you all right for it i said yes i presume they were coming what i mean i've been waiting [sys] right who who did who phoned at [pii] did is the office is it the local office [usr] well no saga who i've got the insurance with rang [sys] right [usr] rang this num rang them [sys] ok [usr] and the lady rang me about quarter past two to say will you be in in the evening and of course [sys] right [usr] i will yes i said yes [sys] it looks it says eight o'clock it looks it's been passed through to the out of hours engineer [usr] ok [sys] i don't know if you wanna try again he starts at eight i don't know if you want to try again in about half past eight would that be too late [usr] no no no i'll have to get it fixed won't take a leak and i think [sys] you should [usr] i don't know if it can be fixed that they that well it's got they're they're able to do aren't they [sys] they work up to they were they used to work at that time anyway i'm i'm i would [usr] yes [sys] to think that they would have the necessary equipment on the van to be able to to get something sorted for you [usr] good ok [sys] ok [usr] thank you thank [sys] alright [usr] you bye [sys] ok [usr] bye [sys] then alright [usr] bye [sys] you're welcome [usr] bye [sys] take care bye bye [usr] bye bye [sys] bye [usr] aye	6Qualified Lead
[sys] [pii] good afternoon [usr] hi good afternoon dear this is from british guest services how are you doing today [sys] i i'm good thank you and yourself [usr] i'm ok thank you much i've got a customer on the line that says one of your plumbers went up to the property there was a leak and then he drilled a hole we removed the tiles from the roof and then he drilled a hole in the in the hall and then also a hole in the bathroom hall now there's two holes in the property and they are not very happy about this open holes and i know the british gas policy is normally they will they will make it neat but they won't put the back but she says the holes are still visible in the property [sys] ok can i take customer postcode please [usr] yes postcode is [pii] [sys] [pii] [usr] yes [sys] we don't [usr] [pii] [sys] look after that sorry to interrupt we don't look after that franchise that area it's a different franchise [usr] ok this is the number she gave me is it maybe a different number for the area [sys] i i guess [usr] bye [sys] i'm gonna say it is a hand but i am just quickly trying to double check and they are on a 01952 number ohh no hang on did it they're on 01952 [usr] sorry is that the number [sys] ze- 01952 684 [usr] you say [sys] [pii] [usr] seven double five [sys] no [usr] and this is in her area [pii] [sys] they they look after that franchise area [usr] it's [pii] double five [sys] yes [usr] ok thank you much [sys] right [usr] for that [sys] have [usr] dear [sys] you got d 365 are you looking at d are [usr] what is [sys] you are [usr] it now [sys] you looking at d 365 for the franchise [usr] i'm not sure how it works i'm not sure how does the dino areas work [sys] are you [usr] i just take the postcode and then i put in office and then it kicks a few offices up but when i call through then it's never way they can assist for this area [sys] are you are you working from the british gas system or the dino system [usr] the british [sys] right [usr] gas system [sys] ok i don't know how you find that i was gonna try and help you then for the future but i only know on the diagnose system [usr] no no it's fine [sys] ok [usr] ok not a problem thank you dear for [sys] all [usr] the [sys] right [usr] number [sys] thank you [usr] bye [sys] take [usr] bye [sys] care now bye	6Qualified Lead
[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 service 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 you're free to [pii] my name is [pii] how can i help [usr] yes good morning i rang earlier and i was told you could come out to on a to unblock a drain 180 but it couldn't tell me the availability of slots until you looked i i've tried to do it online but it won't accept my address because i haven't got a number i was just ringing to see if you have availability today please [sys] w what's your postcode [usr] cw [pii] [pii] [sys] and the first line of your address [usr] [pii] house [sys] ok this for plumbing or range job [usr] it's a block drain outside the [sys] fair [usr] house [sys] enough [usr] it's on [sys] to [usr] our property outside [sys] thank [usr] the house [sys] you ok i'm gonna give you a number to call this is the local office that covers that area they will be able to tell you straight up whether [usr] hi [sys] they can come up at what time could come [usr] ok [sys] out [usr] just a minute [sys] ok [usr] i'll have to get a pen and paper just a minute [sys] sure [usr] please [sys] no problem [usr] ok ok [sys] it's [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] yes [usr] ok [sys] that's correct [usr] oo [pii] [sys] yes that's correct [usr] great thank you very much [sys] no worries cheers alright bye [usr] bye [sys] bye [usr] bye	6Qualified Lead
[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] do you want to talk then [sys] i speaking to how can i help [usr] hi we had a a booking for you people we're supposed to be coming here between one and six today and [sys] ok [usr] we waited all day and suddenly about half an hour ago or someone phoned and said no they're canceling because you've got an emergency please cancel our call we've called someone else instead [sys] right i'm sorry to hear that what's the postcode please [usr] plh [pii] [sys] [pii] and the first line of the address please [usr] [pii] [sys] what was the postcode [pii] [usr] plh [sys] probably [pii] right i've got it and your name please [usr] it's [pii] [sys] all right i'm sorry about that but i'll get it canceled anyway [usr] thank you very much bye [sys] take care bye bye now bye bye	6Qualified Lead
[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 [usr] i know [sys] dino [usr] but i need [sys] dot [usr] to [sys] com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training [usr] i [sys] purposes [usr] have much to do today as well and i've just had call after call after call cool i'm just i will get [sys] how can i help you [usr] hi good afternoon i was wondering do you do quotes for jobs or do you just go and assess them and then do the quotes [sys] that's right [usr] ok i have a a drainage problem in a property in if you lift the drain up it's full and i'll be honest there's loads it's not my property it's one of our socially rented properties it's full of wet wipes and cs matter it is i mean i know it's gonna be quite empty but it's full of when and it's coming back through the toilet [sys] hm [usr] bath and the kitchen sink [sys] ok no worries [usr] is that a is that a long job but i don't i don't know [sys] most most definitely can i take the postcode please [usr] it is gosh where's the property gone sorry i just need to get there i just need the post code and sorry it's just on my files [sys] next week [usr] ok	6Qualified Lead
[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 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] great job hello [sys] you're through to my name is [pii] how can i help [usr] hi [pii] i rang earlier in regards to primrose's care home and someone's just rang back with a quote to see if they could get somebody out this evening but it's absolutely fine we don't need it now there's a local gentleman being and unblocked the the drain for us [sys] alright [usr] but i didn't boot book anything someone's just rang with a court and said that it was done for this evening but i didn't book anything with you [sys] right what's your postcode [usr] it's [pii] tango [sys] what walking right ok and then what's the first line of your address [usr] it's from [pii] home [pii] [sys] right ok i'll make sure that we close it and cancel it [usr] right ok well thank you cos i was waiting for somebody to ring us back with the price and then i was gonna confirm but she did just rang back to say they put it in the day but i didn't ask anybody to do that i just asked for [sys] very [usr] a price [sys] weird very weird leave it with me i'll get [usr] all [sys] it closed [usr] right no problem thank [sys] alright [usr] you [sys] bye [usr] have a lovely night	6Qualified Lead
[sys] good afternoon dino how can i help [usr] you can come out with spade and dig my garden thank you i've got serious problems with the blocked drain [sys] right ok [usr] and we're based in morning all right [sys] sorry bear with me i'm just getting on my [pii] whereabouts is this block [pii] [usr] in horning [pii] [sys] [pii] [usr] that's correct yep [sys] and is the block drain at the front or the back of the property [usr] it's at the front of the property and i think it's blocked with a broken manhole cover [sys] with color and what's the first line of the address [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] and this morning [pii] the name of the house is [pii] [sys] fine [pii] [pii] [usr] god and have you got my telephone number on your screen [sys] let me [usr] or [sys] have [usr] not [sys] bear with me [pii] and it's [pii] [pii] [pii] [pii] [pii] [pii] [pii] what's your name please [usr] my name's [pii] [pii] [sys] [pii] [usr] that's right [sys] ok the earliest i can send someone out to you will be either thursday or friday [usr] ohh jesus [sys] i can't [usr] there's nothing [sys] i'm [usr] earlier [sys] afraid [usr] than that wow ok i better leave that cause i really really need to do urgently you see all [sys] no [usr] right [sys] worries [usr] thanks [sys] thanks [usr] anyway [sys] bye [usr] cheers bye	6Qualified Lead
[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 good afternoon [pii] [usr] hello good afternoon i was wondering if i could have somebody call out to my property to fix a blockage in my ses [sys] no problem at all the guy that you need to speak to is just on the phone at the minute but i can get him to give you a ring back if that suits ok [usr] that would be great [sys] and is this the best number to get back to you on [usr] yes please [sys] and can i take your name [usr] [pii] [sys] please and what's the address of the property please [pii] [usr] it's number [pii] [pii] and that's [pii] [pii] [sys] is that [pii] or [pii] [usr] [pii] [sys] [pii] ok and it's blocked sir then no problem at all if you leave that with me and i'll get someone to call you back it shouldn't be too long hopefully [usr] thank you much [sys] all right [usr] alright [sys] thanks [usr] my [sys] a lot [usr] dear [sys] now [usr] thank [sys] bye [usr] you [sys] bye [usr] bye [sys] bye	6Qualified Lead
[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 through to british gas services my name is [pii] can i take your home care policy number please [usr] my my what [sys] your policy number your customer number for home [usr] your [sys] care [usr] customer number is the reference number is dy hyphen wo hyphen 345 8673 [sys] is that for the dial one do you have a a home care policy with it with british gas [usr] i got home care policy with brother but i've got a problem that that that you are sending somebody to you are sending somebody to to have a look at it today [sys] ok [usr] and [sys] can i go ahead [usr] and this is why i'm making this phone call i just want to send a message that the tenants have been waiting for them tonight and they said they are going to be there up to half past two and they'll be away from half past two till half past four between half past 2.5 past four there will be nobody there i wanted to send this message really and i tried to i tried to call i was on the phone for a long time and it just cut me off and i couldn't send an email and i went online and found this number the [sys] ok [usr] the the the the [sys] well what [usr] 10 the 10 miles are won [sys] would would you me to would you me to cancel the appointment for the day if it's not suitable [usr] i mean i mean if they can go if they can if if if possible it's possible but if they can er between half past two [sys] what can i can i can i take your your home kin number please [usr] i haven't got a number on top of my head really but i can give you the address of the of the of the property [sys] the postcode go ahead [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] and the house number please [usr] [pii] hum [pii] [sys] ok and can i take your name please [usr] my name is [pii] [sys] thank you ok the the appointment has been booked for today for an an all day appointment between eight and six would you [usr] i can [sys] me to reschedule that for you [usr] and i mean can you find from the guys whether they be able to go there between er by [sys] i [usr] half past [sys] we we wouldn't be able to specify that if they weren't able to if the appointment today is no longer suitable i would have to give you alternative options we wouldn't be able to specify that they won't be there between half 2.5 4 after the appointment has already been booked [usr] right ok what do i have to do now just to cancel it and rebook your [sys] i'll give you some alternative options ok there is an all day appointment on saturday or tuesday wednesday thursday and friday next week [usr] i think maybe saturday will be perfect because because there have been a bit of home run that today that's why maybe saturday will be perfect [sys] reschedule for saturday all day [usr] yes i think they all [sys] 2288 [usr] play [sys] and six again ok ok that's been rescheduled for you now miss [pii] i'm gonna be with you on saturday between eight and six [usr] ok that's fine ok [sys] ok [usr] i'm [sys] good [usr] good i'm going to i'm going to contact them now if there are any any any any issues any changes i'll get back to you thank you very much [sys] ok [usr] appreciate that [sys] great thanks a lot bye bye bye [usr] have a good day bye bye bye	6Qualified Lead
[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 [usr] fuck off [sys] we record calls [usr] ok [sys] 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] where you wanna go ok it sound [sys] good morning you're through to [pii] my name is [pii] how can i help [usr] morning you ok i was wondering if you could help me can i book for a call out to you in [pii] [sys] right [usr] we had i think we had [pii] out for an existing problem they've said we need to get a plumber to do some do a certain bit of work and then call them back out that i'm just calling to recall you back out for some blocked grease traps and pipe [sys] right [usr] work [sys] if you had the plumber come out and do his little bit then ok [usr] yes [sys] what's your postcode sir [usr] it is [pii] [pii] [sys] gd delta [usr] [pii] [sys] what's the first line of your address [usr] it is i [pii] [sys] what's the company name [usr] it's in food testing [sys] ok ok i've got [pii] er [usr] that's it he i'm i'm calling on behalf of [pii] he's he's off on annual leave he's asked me if i can just give you a contact to see if you can come in either [sys] that should be [usr] this [sys] absolutely [usr] week or or [sys] ar arrangeable [usr] if if possible [sys] need to clear some grease traps ok do ok toilets and everything are still working just fine though [usr] i i believe i've had no [sys] no [usr] other [sys] vulnerable [usr] issues [sys] people we need to know about [usr] there's a [sys] is [usr] few [sys] there [usr] i think there's two grease trap traps no but your colleagues will er will have to wear a lab coat and potentially eye protecting glasses just in case [sys] that's absolutely [usr] just [sys] fine [usr] just in that [sys] can i take [usr] because [sys] your [usr] of obviously [sys] well [usr] cross [sys] can i [usr] contamination [sys] take your number [usr] and stuff ok it's [pii] super annoying [pii] [sys] is that does that bring us through to you or is that through to [pii] [usr] [pii] [pii] [sys] is that through to yourself or is that to [pii] [usr] say [sys] and what [usr] again [sys] was your [usr] sorry [sys] name sir [pii] nice one [usr] that's to myself [sys] okey dokey i will get this sent over to the local [usr] it's [pii] [sys] office they'll take a quick look at it and then they'll give you guys a call to let when we can get the engineer to you guys no worries well you have a great rest of your day [usr] that's great that's [sys] no worries [usr] great i appreciate that you too take care thanks mate bye bye bye	6Qualified Lead
[sys] diana plumbing [pii] speaking can i help [usr] i've just had a guy out that's been looking at my plumbing because there was water coming back up out of the pipes and what have you it [sys] right [usr] a a home care job he's left and when he was flushing the toilet it was fine and it wasn't spitting the water back up and he said he'd put the macerator back on which i believe he think he he thinks he did because i was i because he was checking the pipes [sys] right [usr] i took the fuse out of it just to make sure obviously the macerator wasn't the one where we were shoving down the stuff down the pipes and i've just wasn't just seen the fuse on the top and the fuse wasn't in he he hadn't turned the maser back on i've turned the macerator back on and as soon as i flush the toilet up there's water pitting out on the top of it [sys] what's the postcode of your property please [usr] ll [pii] [sys] [pii] ok bear with me one moment i have to put you over to the drains team alright [usr] thank you yup [sys] thank [usr] cheers [sys] you hello you're through to [pii] how can i help [usr] hello i've just had somebody to my address in [pii] it was he'd just been going through there was a pipe that's leaking shit out of the top to be quite long and he was was he was here he was sorting it out now in the end when he pulled some stuff out of it which he thought if there was towels in it or something he pulled them towels out he thought that he'd put the macerator back up because i turned the macerator off cos obviously if he's shove his stuff down the pipes you don't want the macerator off but i took the fuse out i think he believes that he put it back on because he's pushed the fuse box back in but i'd took the fuse out of it [sys] right [usr] anyway i've just seen the fuse on the top i put the fuse back in and as soon as i've flushed it's it's poured shit all over the bathroom again [sys] right ok [usr] unfortunately ok he got it cos i thought he'd i thought it were fixed but seems not [sys] right he's miles away now right leave it with me and see if we can get somebody to come back and then put that back on [usr] i've put i've put the macerator back on it's just that it's back to it's essentially it's back to the original problem [sys] right [usr] when you flush [sys] in [usr] the toilet it just it just forces water up out of a pipe and it goes all over the place i think there's a non return valve that's supposed to be on [sys] hm [usr] that to stop it back for you from the macerator but that that's what i think is the issue but i i don't know i'm not a problem [sys] he's just put i'm just reading through it now he's customer advised he's been having issues for two years [usr] i've had to use that a few times since i mean to be fair the guy was really helpful he said he said to me he'd advise on getting the mass serviced because he just pulled well because he's just pulled he's just pulled p waste paper towels things out of the pipework he was just saying in case something's been in there then obviously he'd avise getting it serviced and also i'd he'd he'd advise getting the pipework changed to go through to the other bathroom that's from my toilet that's sorry that's from my bath and stuff which i'm gonna do that anyway that's fine but i mean even if i do that it's still throwing the bloody water but this is without the other pipework being done pulled my fucking hair out with it [sys] nightmare in it [usr] it's a fucking horrible stuff it's [sys] i'm gonna struggle to get him back to you today i haven't [usr] but i've [sys] got anybody [usr] got my plumber [sys] in [usr] i've got my plumber coming out coming out tomorrow as well cos i wanna get him to have a look at these the pipes that he's on about moving he's on about me moving i'm gonna get someone to have a look at them i've already got him to come and come and have a look tomorrow as well if you if it needs to be tomorrow i can avoid using this bathroom that's not a problem [sys] ok then if you can do that and then we'll we'll get him to come back again tomorrow [usr] all right cheers bye [sys] all right then no problem [usr] all right thank you [sys] thank you bye bye	6Qualified Lead
[sys] good morning daniel plumbing [usr] hello can you give me the price please for a job please [sys] and what's the postcode please [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] we don't do that area what is what is it relating to is it plumbing or drainage [usr] it's a kitchen pipe [sys] is it blocked or leaking [usr] it is blocked [sys] blocked right just bear with me a second i'll get the number for you [usr] ok you going to go got remedy [sys] sorry to keep you waiting there i've right i've got the right number for you [usr] right ok [sys] double 14 [usr] one second i will be having that do double 14 [sys] double 14 [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] that's right [usr] ok thank you [sys] ok thank you cheers [usr] thanks bye [sys] goodbye	6Qualified Lead
[sys] hello thank you for calling diner rod central london please note that calls may be recorded for monitoring and training purposes hello [pii] [usr] hello i need to book an engineer please [sys] just one second what's the postcode of the site please [usr] it's [pii] [sys] ok unfortunately [usr] hbx [sys] unfortunately we don't cover the area let me give you the correct office number [usr] it don't [sys] is [usr] end [sys] this [usr] in [pii] does it [sys] let me have a look [usr] sorry [sys] that's the correct number [usr] no someone just give me that number and it's doesn't even connect [sys] what's the number you have sorry can i just double check [usr] [pii] [sys] no no no no no it's not correct let me give you the correct one [usr] ok [sys] it's [pii] [pii] [usr] ok [sys] sorry [pii] [usr] [pii] [sys] yes sorry before you go this is a drainage job right or plumbing [usr] funny [sys] ok what's the problem you have [usr] and tap doesn't work but also there's [sys] ok [usr] also a a leak out on the waste as well [sys] alright sorry just ignore that number in that case because that's the number for drainage [usr] ok [sys] office let me give you the plumbing office number it's [pii] [usr] yep [sys] [pii] [pii] [usr] ok cheers thank you all right [sys] no [usr] bye bye [sys] worries bye bye	6Qualified Lead
[sys] thank you for calling dino rod partners with british gas [usr] i [sys] please [usr] that [sys] listen to the options carefully we can get [usr] ok [sys] you to the right team [usr] no [sys] 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 [usr] let's see what happens [sys] good morning you're through to [pii] here at [pii] how can i help [usr] hi [pii] my name's [pii] what it is is er we've got er problems er with the property that i'm looking after what he cares is er we need a camera going down it's about two or three drains all in the same vicinity under the conservatory we don't know whether it's split or whether it's another issue anyway anyway and then chance we could have a it is difficult you could please [sys] ok and you said it's the first cctv survey is that correct [usr] it's just we just need the cameras going down the drains just to make sure everything's ok i have spoke i [sys] ok [usr] spoke to one of your colleagues on er er well one day last week and i just haven't had [sys] ok [usr] time to get back to you are be honest [sys] no no that's not a problem at all it might be best to speak directly with our office for the camera work only because they can confirm exactly when they can get out and run through the costings with you to make sure that you're happy [usr] yep [sys] i don't have access to the information you see what's the postcode for the area [usr] er what is it [pii] [pii] it's [pii] [sys] ok let's have a look [pii] ok i can give you our local offices contact number just let me know when you're ready [usr] right two seconds then you got a bit of paper i've got some here go on mate [sys] it's [pii] [pii] [pii] [usr] no problem at all that's great thanks for your help [sys] not a problem at all [usr] ok [sys] have a great day [usr] and you thanks bye	6Qualified Lead
[sys] hello thank you for calling diner rod central london please note that calls may be recorded for monitoring and training purposes hello [pii] [usr] hi there i've got a blocked train is there somebody that could come and look at it [sys] sure if i could take the postcode please [usr] it's [pii] [sys] but unfortunately we don't cover the [pii] postcode area let me give you the number for your local down road office and they can arrange a call out for [usr] cheers [sys] you [usr] thank you [sys] just give me one moment i've got the number here just let me know once you're ready [usr] go for it [sys] it's [pii] [pii] [pii] [usr] all right cheers thanks very much [sys] you're very welcome bye [usr] yes [sys] bye	6Qualified Lead
[sys] thank you for calling dino rod partners 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 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 food today my name is [pii] how can i help [usr] hi there i've just moved into a a property an older property and just getting a metallic taste out of the taps and i was looking to have a plumber come and take a look at it and if the the system needs flushing i i've run some of the taps for over half an hour and i'm still getting that that taste and smell i i [sys] what is the what's the postcode for your property please [usr] [pii] [sys] ok bear with me i'm gonna [usr] ok [sys] give you a number to call this is the number to the local plumb office ok [usr] ok [sys] and they will look [usr] worries [sys] for that [usr] brilliant can you just let me find a pen quickly is that all right let's see hang on [pii] [sys] no [usr] have [sys] problem [usr] got your phone there can i just use it to take a number down is that what cool sorry brilliant thank you [sys] it's [pii] [pii] [usr] [pii] [sys] [pii] [usr] [pii] ok brilliant [sys] that's correct [usr] that's [sys] ok [usr] ok [sys] let [usr] no worries thank [sys] check [usr] you bye [sys] bye	6Qualified Lead
[sys] thank you for calling [pii] please listen to all of the following four options before making your selection please press option one for plumbing issues please press option two for drainage issues please press option three for accounts [usr] i believe it or not i know [sys] good afternoon [pii] speaking [usr] hi [pii] i wonder if you could help me please i've got a home care agreement and i've got plumbing and drains with british gas and i've got plumbing and drains cover and [sys] aha [usr] i had booked an engineer's visit for your guys because i had a it's a long complicated story and the engineer came out today because we thought it was a drainage problem and he did some work and he says look i don't think that is a drains problem he says i think it's a plumbing problem they'll probably phone you he says i'll cancel i'll reject the job blah blah blah blah blah but it's just i i wasn't really there was just something wasn't adding up about it and i've taken the cover off a rodding point that i've got at the back of the house and it's completely backed up [pii] and i wondered if i can re instigate the job and if he would come back out [sys] right i'll double check if i've closed the job i'd have to pass it back to british gas to book it in again but i can [usr] ok [sys] certainly have a look for [usr] it [sys] you [usr] was [sys] what [usr] at [sys] what's [usr] nine [sys] your postcode [usr] o'clock [sys] there [usr] this morning [sys] please [usr] you will have i i beg your pardon sorry [pii] i spoke over the [sys] what [usr] top [sys] what's [usr] of you there [sys] your postcode please [usr] [pii] [pii] [sys] right that would have been [pii] let me have a look [usr] it was [pii] [sys] [pii] no [usr] [pii] [sys] sorry [usr] yep [sys] for them there we have mr [pii] [usr] i said [sys] look i think this is closed but let me just double check let me have a wee look [usr] because i don't know how i don't want to do cos i when i booked it the first time i think it was on tuesday and the first day it was a friday but i did i did say [sys] right [usr] to [pii] about taking the the the rod and the cap off and he says i'll never get that off the cruiser rusty but i managed to get him off [sys] but you've got it off [usr] aye [sys] right i can open it up it's not been closed because it's closed [usr] fantastic [sys] as non billable i can certainly go open up but let me double check right it will be [pii] that will come back out to you i don't know what time hopefully not too long but he'll certainly give you a wee phone again [usr] that's that's fantastic [sys] when [usr] see the [sys] and [usr] other [sys] if [usr] thing [sys] you just explain to him what you've done [usr] ab absolutely [sys] that that would be fine [usr] because it is it is a bit odd can i just ask for my own curiosity because years and years and years ago we had to you under the same thing must have been about 15 years ago we had one of your guys come out do they all carry cameras in the van [sys] no they don't [usr] all [sys] no [usr] right [sys] that's [usr] you need it right ok because i wondered if there was i would quite to know why what has happened has happened do what i mean [sys] huh no unfortunately don't some have them but it's not covered under the policy it's only if he thinks if the drains aren't fully flowing and [usr] aye [sys] he thinks there's a reason we would revert to [usr] all [sys] that [usr] right [sys] but [usr] ok no [sys] i don't [usr] worries [sys] think [usr] then [sys] [pii] [usr] i can [sys] got [usr] speak [sys] a camera [usr] to him about it when he comes out that's [sys] of [usr] fine [sys] course you can of course i'll get that reset to him and as i said he'll give you a recall [usr] ideal when [sys] just [usr] does he [sys] when [usr] work [sys] he's on [usr] too [sys] the way [usr] because the thing is i've [sys] he's [usr] lifted [sys] he's on [usr] half [sys] call [usr] of my kitchen floor as well i don't know whether they put it back [sys] right [usr] down [sys] no he's he's on call he's only got a couple of jobs left i just don't know how long each [usr] all [sys] job takes [usr] right [sys] but it'll be [pii] he's on call it will definitely be him that [usr] ideal [sys] will come back to you [usr] that's fantastic [sys] ok [usr] ok thanks [sys] no [usr] [pii] [sys] problem thank [usr] cheery [sys] you [usr] bye [sys] thanks [usr] bye bye [sys] bye [usr] bye bye [sys] bye [usr] bye [sys] bye	6Qualified Lead
[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 [usr] funny what i [sys] we record calls for quality and training [usr] what [sys] purposes [usr] is the close [sys] hi you're through to [pii] at di road how can i help [usr] hi i've got a call out booked for today i booked it over the weekend and i've noticed that it says anytime between 8 a.m. and 6 p.m. but i'm going to really struggle to be available after 3 p.m. i just wondered if there was a way to almost prioritize it or to try and get it sorted in the morning [sys] unfortunately not now with it being the weekend handover i can't promise that an engineer will attend before 3 p.m. [usr] right ok if i'm not here what what happens [sys] i can leave a note on the system but it is standard procedure for all engineers to give customers a phone call once they're on route and you can just let them know that obviously you you're not at home [usr] right ok ok that's different than the last time that i had the call out because last month the same thing happened and the engineer called me and arranged a time with me for that next day [sys] that wouldn't have been the engineer i think it would have been the local office but because you arranged it on the weekend it would have just been done by us [usr] right is is there a way for me to speak to someone in the local office then and just explain it because they've been out to the this property less than a month ago with the same problem [sys] can i take the postcode please [usr] it's [pii] [sys] [pii] [usr] no [sys] is [usr] s [sys] it a plumbing or drink [usr] sorry [pii] [sys] [pii] only need the first part of the postcode is it causing or drains issue [usr] drainage [sys] ok i'll transfer you over [usr] ok [sys] now if that's ok hello dra [usr] hi i had you guys come out to me about a month or ago you did a great job but i've written my results over the weekend though i've had the same problem with the drains happen again and it's backing back up into the sink i've booked an appointment online for today for somebody to come out but i'm not gonna be around after three pm and i noticed on the booking it says 8 a.m. until six pm i just wondered if there was a way to i don't want to say prioritize because i don't want to take priority but just to arrange for somebody to come out before that time if possible [sys] that's fine what's the postcode [usr] thank you it's [pii] [pii] [pii] [sys] i've got it here it's it's come up as an all day appointment on [usr] 00 [sys] it [usr] wow ok [sys] well that's fine it just is it any time before three or do you want it between 12 and three [usr] any time even if they won't come in the morning it's absolutely fine i'm in all day up until three [sys] right [usr] just with [sys] no [usr] work [sys] problem [usr] afterwards [sys] i'll make sure [usr] that was all [sys] that's [usr] and [sys] fine i'll [usr] i [sys] make sure it's before then for [usr] thank [sys] you [usr] you if i know on there i said about the washing machine but i've realized it isn't that it's exactly the same as last time if you've got access to any of those details it's any time we try and use the bathroom it's draining down but then draining back up into the kitchen sink again it's the [sys] right [usr] block somewhere i'd say in the manhole cover and the drainage outside and the pipes [sys] no problem i can see we came in the end of october [usr] if if that's when it was it felt a lot sooner than that but it was just exactly the same again i just i don't want the same issue [sys] that's fine i'll i'll send him back for you today that's fine [usr] thank you much [sys] all [usr] thank [sys] right [usr] you [sys] no problem [usr] bye [sys] thanks bye	6Qualified Lead
[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 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 morning thank you for calling [pii] speaking how can i help [usr] hi [pii] my name's [pii] i live in [pii] and i've got an ongoing issue at the minute i didn't know who to ring really what doctor but it's me upstairs toilet every few weeks it keeps getting blocked now there's no issue with the actual toilet we've had the hand down the u bed and everything but we're thinking it's the pipes from the back of the toilet that go out of the house that connect to the down pipe into the drain cos the drain the man's all clear [sys] right [usr] and it's i don't know if you can get a camera down the toilet or whatever there's obviously something that's catching and then it builds [sys] right [usr] up [sys] ok [usr] i don't know the best way to go about it really mate [sys] i mean an engineer can come out and have a look at it see if they can find anything obviously and then we'll take it from there i suppose [usr] would they be able to put a camera down or i know man had done it before me before in my old place but not do toilet pipes i've never done that i didn't know [sys] it depends what you what you're looking for with the camera because there's two types they've got what they call a luxe camera which helps them it it doesn't go down very far but it's the it's the camera that they all carry and that helps them clear any blockages now the other camera is the proper it's me it's hundreds of meters long [usr] they're the ones i would have had down the drains before at my old company but it's a it's a strange one it's probably got i dunno 5 m of pipe before [sys] right [usr] it hits if [sys] no [usr] that well probably only 3 m of pipe before it hits the actual straight down pipe and then it's gone and it just there's obviously something there's a 90 degree bend on one of them and i'm thinking it must be building somewhere after a while and then just backs up and i'm thinking i don't know the best way [sys] i mean [usr] of doing [sys] i can [usr] it [sys] if if it's the full cctv that you want i can't book those cos it's cos it's the equipment that needs booking it's the local office that booked those but i could certainly give you their phone number in fact it might be worth speaking to them anyway because that's where the engineers are and they would be able to advise you much better than me [usr] where's [sys] i think [usr] that [sys] it's [usr] in [sys] in corby [usr] in [sys] what's your [usr] well that's the number i rang that's the number i rang that's why i'm a bit confused it comes through to [sys] what's [usr] the [sys] the po [usr] main [sys] what's [usr] office sort [sys] your [usr] of thing [sys] postcode [usr] all [sys] i'll see [usr] right let [sys] if i can [usr] me [sys] find the number see if it's the same [usr] it'll be the same one co i googled [sys] do [usr] it i know where [sys] where it is [usr] it is i can [sys] right [usr] just pop [sys] ok [usr] in i [sys] i'll [usr] sorry [sys] do [usr] i [sys] that [usr] leave [sys] then [usr] it with me but leave [sys] good [usr] it with me [sys] luck [usr] buddy no worries alright b [sys] aye [usr] cheer mate cheers bud	6Qualified Lead
[usr] i'm just [sys] thank you for calling [pii] rather in [pii] [pii] [pii] and [pii] to book in the unblocking of a drain or arrange a cctv of a drain please press one for an update on your clearance booking or to [usr] press [sys] reschedule [usr] one [sys] an existing [usr] please [sys] appointment press two good morning [pii] [usr] hi there good good afternoon i wonder if you could [sys] good [usr] help [sys] afternoon [usr] me we have we we have one of our properties in [pii] is a rental property and we have hard issues with the with blockages [sys] all right [usr] on [sys] you'll just [usr] the toilet [sys] have to [usr] in the past and we don't know whether it it seems to be on the main behind [sys] all [usr] the [sys] right we'll [usr] but [sys] just [usr] then [sys] have [usr] the main [sys] to close [usr] get [sys] it down [usr] blocked [sys] because we [usr] and then of course we have a problem on the ground floor toilet now how [sys] ok [usr] do [sys] cool [usr] you are you guys part of [pii] or something or or do you work [sys] we're [usr] as an independent [sys] not no [usr] you want [sys] no we're [usr] to [sys] separate we we do pri private drainage [usr] ok [sys] sorry [usr] how [sys] that was [usr] do [sys] why i [usr] i know though because we have we have had these issues about [sys] bipolar [usr] three times in the last [sys] bell [usr] 8 to 9 weeks right and the the person who usually goes to solve [sys] he [usr] it out [sys] he [usr] for us is not swinging at the moment how do i know do you guys provide a service to go [sys] two [usr] and [sys] jobs [usr] sort out [sys] we [usr] to [sys] had [usr] out what the problem is it keeps coming back [sys] pardon sorry say that again [usr] do you guys offer a service that whereby you can come along assess [sys] new job [usr] the place and say this is what's causing the problem [sys] what we can offer is we can offer a look and see survey that would be when the engineer puts the camera down the lines and he lets what's going on down there and he can also let if it's shared etcetera but that would be a charge of 100 and £92 including va t [usr] 192 right [sys] i put on [usr] and [sys] new year [usr] can [sys] then [usr] it be done today [sys] what's your postcode [usr] [pii] [sys] for that now we'd be looking at friday [usr] god [sys] for swindon [usr] not honest we have we have a family staying there it's a it's a short rental place [sys] right [usr] and [sys] ok [usr] they they check out on friday [sys] the best i can do now would be friday all capacity is full for swindon now [usr] ok and the service means that the person will come along with a come he will unlock [sys] i mean [usr] the pipes [sys] i i [usr] and then find out [sys] hi [usr] what it [sys] i'm still [usr] is what's [sys] here [usr] causing it [sys] are you blocked at the moment [usr] currently eggs [sys] that the clearance of the drain would be 100 and 80 then the camera on top would be 192 [usr] the cleaner the clearance of the drainage is 118180 [sys] new year's day 180 [usr] 180 to clear it plus [sys] and [usr] 190 [sys] then [usr] to check the pipes [sys] that's it [usr] ok [sys] that's because our our engineer doesn't use the camera to he only uses his camera to find the blockage but with the look and see he then go through the whole lines for you [usr] let me solve this problem first in terms of the issue we have at the moment and then we [sys] but [usr] gonna [sys] i [usr] have to arrange a visit for you guys to come along and and expect it [sys] that's fine also with with the clearance as well of the drain we would be looking at friday as well [usr] right ok well but thanks for your time anyway much appreciated [sys] all right no worries [usr] thank you bye bye [sys] bye [usr] right	6Qualified Lead
[sys] thanks for calling dino plumbing please note all calls are recorded for training and monitoring purposes please hold while we connect you to a member of our team we'll be with you in just a moment thank you for calling your call will be answered by the next available representative thank you for calling your call will be answered by the next available representative you are number one in line and will be answered by the next available representative thank you for calling your call will be answered by the next available representative ur number one good afternoon [pii] [usr] hi there i'm just calling to see if you're taking in or not at the moment [sys] sorry can you repeat that again please [usr] i'm just asking to see if you've got anyone if you're taking anyone taking [sys] engineers [usr] anyone on [sys] let me check what what area do you live in please [usr] i live [sys] in right [usr] in [sys] gate ok [usr] reate [sys] i'll just check bear with me meserve part of the dino franchise group is your local plumbing partner we've managed emergencies across [pii] [pii] [pii] and [pii] since 2005 offering 24 7 attention for everything from leaky taps to bathroom installations hello i'm just gonna put you through to [pii] he just discussed that [usr] ok [sys] with you stay with [usr] thank [sys] me thank [usr] you [sys] you [usr] thank you [sys] [pii] speaking how can i help [usr] hi there i was just wondering if you was taking anyone on [sys] engineers [usr] work was [sys] i mean we we generally always are we we're pretty much constantly recruiting because we're always growing what's your background [usr] it would be more of an apprentice type thing [sys] ok [usr] what i'm looking for [sys] that wouldn't really are you qualified or not qualified or [usr] i'm [sys] ok [usr] level two qualified [sys] and when did you do that is the right [usr] i would say about [sys] ok [usr] two or three years ago [sys] and how old are you ok [usr] i'm [sys] well [usr] 21 [sys] what what have you been doing since any blooming work or [usr] i i i've i got let go about [sys] ok [usr] two weeks ago [sys] what what [usr] and i was doing that for [sys] what [usr] about [sys] was [usr] six [sys] that [usr] months it was it that was that was plumbing [sys] what what sorry what i mean [usr] first fixing second fixing in domestics [sys] what on site or were you but in [usr] no no just [sys] what new new builds [usr] pardon [sys] or [usr] some [sys] ok [usr] of them are no bills [sys] all bathroom fitting do you mean or [usr] but he [sys] ok [usr] everything really i was only really there for six or seven months [sys] best [usr] i [sys] thing to do then if i give you my email if you can email me over a cv and we'll go from there is that right ok [usr] yes [sys] my email you got a pen ok [usr] i'm gonna [sys] it [usr] write [sys] is [pii] [usr] it down on my notes but [sys] which is [pii] which is [pii] [usr] no [sys] [pii] [usr] [pii] [sys] [pii] alright send me [usr] ok [sys] over your cv i'll have a look and we'll go from there all right thanks [usr] ok [sys] very much [usr] brilliant [sys] thanks [usr] thank [sys] for calling [usr] you [sys] cheers then bye bye [usr] ok bye	3General Customer Service