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[sys] thank you for calling dino 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 we record calls for quality and training purposes hello there good morning through to speaking how can i help [usr] good morning i've got two external drains that i'd love someone to come and have a look at and unblock [sys] is that for a residential address [usr] it is [sys] ok and what's the post code [usr] it's [pii] [pii] [sys] [pii] [usr] and then [pii] for hotel and [pii] for x-ray [sys] sure and the first line of your address [usr] is [pii] [sys] ok and what's your name please [usr] it's [pii] [sys] thank you and your contact number there please [usr] it's [pii] [pii] [pii] [sys] thank you very much just want me a second thank you [usr] no worries [sys] right and can i just to clarify if you have a home care or a home insurance policy for people on your insurance [usr] good question [sys] because the line that you're through to now is as a one off call as it were when you don't have that it'll give you a free no obligation quote and then in turn [usr] i only i only i don't know if i've got insurance for drains i don't know [sys] ok because ok then it'll just be a case of a one off call then ok no problem right that's absolutely fine it just won't be a moment right and just er er and this is obviously a residential address just please remind me of what the issue is sorry i beg your pardon [usr] sorry sorry it's i've got two two external drains outside of kitchens [sys] sorry you said [usr] can you hear me alright [sys] yes [usr] yes two i've got two external drains outside of two different properties but the properties are next door to each other at the same address and and they are blocked i've got an overflowing [sys] ok [usr] water [sys] ok now we'll be able to get somebody out today as soon as possible there's no call out charge to provide a free no obligation quote a starting price for the work is £212 all in and there's no call out charge for this service how that works there is is they'll come attend and obviously try to fix the problem but before they do anything they'll fully liaise with you of what they're doing and how they plan to do it [usr] ok fine they they come out and have a little look and then and then if they go ahead and they fix it [sys] well it'll be with your blessing of course i'll go ahead with your blessing [usr] ok and the and and just to check as well the the the quote and the price that you're giving me that's the fixing the two drains [sys] yes that's what that would be [usr] ok great if it doesn't get if they have a go and it doesn't get fixed what happens then [sys] it it's based on a pay upon completion service [usr] ok and [sys] they [usr] then [sys] complete [usr] keep [sys] the job [usr] until it's fixed ok all right [sys] but then obviously the [usr] can i ask you a question neither of them are an emergency if you see what i mean is that the price that it would be even if they came at some point next week it's not an emergency price is it [sys] er honestly er that would be subject to change er if i'm honest with you this is as far as today is is because from october onwards er prices are subject to change [usr] ok you're saying if i was to book it next week potentially the price is gonna be higher [sys] to be honest with you i won't beat around the bush it will be higher sorry [usr] no no that's fine [sys] be [usr] what what [sys] quite [usr] i [sys] upfront [usr] just [sys] with you sorry [usr] no sorry what i just wanted to check was from an emergency perspective because they're not emergencies if what i mean sometimes companies have got emergency fees haven't they and then they've got fees of [sys] ok [usr] non [sys] ok if we do it during the week next week the starting price would be 100 and £80 which is technically less than today which would be £212 yes ok then it'd be a bit less during the week [usr] ok brilliant if for example if i said could we please book someone on monday with you [sys] yes [usr] because it's not an [sys] then [usr] emergency [sys] it'd be [usr] call [sys] less [usr] out [sys] yes [usr] could we could [sys] yes [usr] we do that and are you able [sys] of [usr] to [sys] course [usr] then quote 100 and 80 quid [sys] as a starting price yes absolutely [usr] right ok brilliant if the starting price is and what sorry what did you say the other one was sorry if someone came out today [sys] £212 all in [usr] ok fine let if that's ok let's do monday because we can definitely survive until [sys] of course [usr] monday sorry [sys] got [usr] i wasn't [sys] you no [usr] clear with [sys] problem [usr] it [sys] no problem at all maybe [pii] i'm not gonna say this is 100% sure cos i er not on cos i'm not able to view it as such maybe they might turn around and say that this is a case for the local authority if if it's a shared train [usr] no [sys] i don't know if i've [usr] it's [sys] slightly [usr] not [sys] misunderstood [usr] it [sys] that but [usr] it's not shared it's ok [sys] ok i'll be [usr] it's [sys] able to get something [usr] just [sys] out on monday i be [usr] er [sys] able to get somebody out on monday morning for you if that's ok [usr] that's brilliant what time on monday [sys] we're looking at between the timings of about eight till one [usr] eight till one [sys] yes [usr] ok and do i do i do do they call before they arrive [sys] yes sorry it just took a second to register what you just said yes they do [usr] ok amazing all right love it yes please can i book that in for monday between eight till one [sys] ab absolutely no problem that's fine that's consider that done it's just loading that's done for you also to double check if there any vulnerabilities there at the address [usr] no [sys] vulnerability is a health issues the number i think the number you even gave at the start that number will get a text to confirm obviously that that's booked into the system is [pii] [usr] yes our can i sorry i was just gonna say our address is a little bit difficult to find do you guys use what three words or anything that [sys] i beg your pardon sorry [usr] sorry do you does dina [pii] use what three words or or anything or google maps or anything that to find addresses [sys] i would have told google maps i've never heard of what we heard ok [usr] what what three words is you can if you go on to what three words on the website anywhere you are in the world you can put in where you are and it will give you three unique words and a unique combination to where you are it's just really helpful for any tradesman or delivery people they always know exactly where you are but anyway [sys] right [usr] it sounds [sys] no [usr] sounds don't use it don't worry i think the best thing to do then is get someone to call my number when they're on the way on on monday [sys] yes [usr] it's it's a it's a it's one of those roads with just a lot of houses with names and not numbers they're probably gonna [sys] let's see ok [usr] long it's on a long country road it's probably gonna drive them on [sys] no problem thank [usr] cool [sys] you very much [usr] all right thank you very much ok is there anything else you need from me [sys] no that's fine [usr] no lovely thank you for your help i really appreciate it [sys] no worries thank you [usr] thanks bye bye

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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 did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] ok hello hello hello

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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 did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to how can i help [usr] yes good morning mate i'm looking to get my mum some er some some help a toilet blocked and i can't take to sort the problem out myself [sys] ok no problem what's the postcode please [usr] [pii] [pii] it's a mccarthy in stone building in in in [sys] first [usr] a wood wood [sys] line of address sorry [usr] it's [pii] [sys] about [pii] [usr] [pii] techno [sys] thank you just confirm that's a residential property rather than a commercial [usr] it is residential yes [sys] and there's no home care policy with british gas at the address [usr] no [sys] no problem just to make you aware of pricing there's no call out charge and we also have a fixed price of 100 and £80 for an unlocked [usr] ok [sys] that's inclusive of the a t and just payment with the engineer by cash or card is that ok [usr] absolutely fine [sys] perfect may i take your name please [usr] my name is [pii] [sys] and the best contact number [usr] [pii] [sys] [pii] [usr] [pii] [sys] yep [usr] [pii] [sys] perfect thank you any health issues or vulnerabilities [usr] er my mum's obviously 91 and i'll i'll have to help her out to get get access and stuff i just need to know when the bloke's coming out [sys] no problem how many toilets are on the property [usr] just the one [sys] just the one ok there's no access to any toilets at the moment and op in that case then be not at the toilet in the property i can get it booked in for you between now and six just have your phone available and the engineer shall give you a call to let when he's on the way is that ok [usr] great [sys] perfect all [usr] lovely [sys] right thank you very much take [usr] thanks [sys] care [usr] mate [sys] now bye [usr] cheers mate bye

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[sys] thank [usr] aye [sys] you for calling dino rod partners with british gas [usr] shit [sys] please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing 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] yes [sys] 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 through to today now you're talking to [pii] how can i help you [usr] you all right mate i just need a a an estimated quote i've got a block toilet in the unit somebody's put blue roll down it it's just clogged it up [sys] ok is it residential or commercial business [usr] it's commercial mate it's in my business unit [sys] ok what's the postcode of your business thank you [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] thank you and have you never had dino here before [usr] no no no i've [sys] ok [usr] not long moved [sys] one [usr] him mate [sys] it's ok no problem it's commercial business one second need to put you through to the local office in [pii] they will give a quote for this won't be [usr] alright [sys] a minute [usr] then cheers [sys] ok you're through to the local office now in [pii] ok [usr] alright cheers [sys] no [usr] hello [sys] i love can i just take the rest of your post code [usr] it's [pii] [sys] alright i'm just gonna pop pop you through i know you've you've already been on one phone just gonna pop you through to our drains department ok [usr] right cheers [sys] thanks love hello how can i help [usr] hello there i've just the toilet's blocked in my unit in my work unit i think somebody's put blue roll down there which has plugged it up [sys] ok [usr] i just need a a quote of how much it's gonna be to someone to come out it's it's not pretty either cos people have used it since [sys] no that's they're used to it to be honest have you got an email address and i can send you the prices across and then if you wanna [usr] yes [sys] go ahead if you just email confirmation i'll be able to get somebody there today what's [usr] lovely [sys] what's the best email [usr] it's info at [pii] [sys] [pii] [usr] [pii] [sys] what's your name [usr] er it's [pii] [sys] ok and what's your contact number just in case it the the email bounces back at some point [usr] it's [pii] [pii] [pii] [pii] obviously with that do you then invoice me and i make the payment then [sys] i can send an invoice once the work has been completed [usr] and then you you you just bank transfer it straight away then [sys] yes that's fine the because when i send over the invoice that'll be obviously the the bank details will be on the invoice but i'll send another copy of the bank information as well you can do [usr] lovely [sys] a bank transfer all right [pii] leave [usr] lovely [sys] that with me and i'll get that sent across to you in the next couple of minutes [usr] all right cheers thank [sys] all [usr] you [sys] right thank you bye

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[sys] thank you for calling [usr] that [sys] dino rod partners [usr] would you mind just [sys] with [usr] give [sys] british [usr] me two [sys] gas [usr] nappy sacks for my shoes [sys] please [usr] i can [sys] listen [usr] get my [sys] to the [usr] car [sys] options carefully [usr] i'm gonna [sys] we can [usr] it now [sys] get you to the right team [usr] ok [sys] if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three 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 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 dino is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote dino offers a fast reliable service you can trust with fixed prices and no call out charges you can rely on us to get the job done good afternoon you're through to [pii] here at how can i help you [usr] hello good afternoon i've got a bit of an emergency i'm calling from brooklyn's farm primary school in [pii] we currently have a blocked waste pipe i'm not sure if i was through to the right line there's plumbing or there's drainage and somewhere between the two [sys] ok if it is a blockage it's a drainage team that you'd need on site [usr] right [sys] it it might be best to liaise directly with our local office that covers your area the only reason being is if you're a school we want to make sure that our engineers visit is when it's suitable we're not disrupting any staff or pupils of course and [usr] i mean it it would be [sys] they [usr] as soon as possible but if i get a pen [sys] they can [usr] have you got the local office number for mountain keys [sys] i can get that for you certainly if i could take the post code [usr] right i think it's er [pii] [pii] hotel [pii] [sys] ok [pii] hotel [pii] let's have a look ok that's fine i've got our local office number just let me know when you're ready it is [pii] [pii] [usr] [pii] [sys] [pii] [usr] cool ok thank you very much [sys] not a problem [usr] ok [sys] at all have a wonderful [usr] cheers [sys] day [usr] bye [sys] bye

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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 hello there good afternoon speaking how can i help [usr] hi we've got we've got an issue with our drains and i i guess it it needs a cctv thing to begin with but i wanted to call and check if that's right [sys] sir can you please repeat [usr] we we we have a we have a regular problem with our drains but this year particularly it seems every 6 to 8 weeks our drains are becoming clogged and this is this is the out the outside drains that are they're outside our house i i guess that we need some cctu survey to see what the problem is but i thought i'd [sys] ok [usr] call and check if that's the right way to go [sys] we can go down that line of thinking it's not a problem [usr] ok there's [sys] what [usr] some something causing [sys] what [usr] it to back up i don't i guess i guess that's where it starts [sys] hey what's the postcode please [usr] it's [pii] [pii] that's [pii] [sys] thank you and the first line of address [usr] it's [pii] [sys] it's [pii] did you say sorry [usr] no [pii] [sys] [pii] sorry ok thank you sure and is that a residential address [usr] it is [sys] thank you and i just want to double check if you have a plumb and cover [usr] and that's [sys] through the [pii] capital and your name please [usr] my name is [pii] [sys] and second name please [usr] [pii] [pii] [sys] ok and the account number please [usr] it's best to use 07919 19 double 069 [sys] thank you ok ok ok get the system to load ok they'll have to come provide free no obligation quote not call that judge for the service and then they to take it from there just i'm just double checking if there is any vulnerabilities or any health issues i need to bear in mind is [usr] no [sys] there any vulnerabilities no ok perfect [usr] hm no [sys] right that's absolutely fine thank you right now i'll have a look at this for you and they'll take it from there [usr] right ok [sys] they'll be book know when they're able to come which is probably a moment system to load right now i can get somebody out tomorrow for you and they'll have a look at this they'll come attend address that's the problem [usr] tomorrow is not very convenient [sys] how about wednesday [usr] the ne the next best would be next monday [sys] ok [usr] for us if that's possible [sys] 16th it is [usr] that would be great please [sys] no worries thank you that's fine it's all booked in for you [usr] ok do what time of day that would be or is it just [sys] double [usr] er it goes in the queue for the day i guess [sys] thing but they will have to call you before time of arrival as well [usr] ok brilliant [sys] okey dokey thank you very much that's all booked in [usr] all booked in fantastic will there be any confirmation or [sys] what they'll do is they get a text number to confirm the appointment [usr] ok [sys] then to take it from there but that is [usr] ok [sys] all booked in for [usr] thanks [sys] you thanks [usr] very much [sys] then [usr] super no thanks for your [sys] thanks [usr] help cheers [sys] cheers all right all [usr] bye [sys] right right

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[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or did that you can now book drainage services online in a few easy clicks visit dino.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 welcome to diner you're speaking to [pii] how may i help [usr] hi [pii] i wonder if you could send somebody out to us because we've got a block drain [sys] you've got a block drain sorry to hear that are you calling the dino direct customer not as a british gas home care customer [usr] well we are with british gas aren't we with british gas we are with british gas [sys] is there is the home care policy for plumbing and [pii] [usr] i don't think we are no [sys] do you want me to check that just to see that whether you are if you [usr] if you don't [sys] if [usr] mind [sys] you pay [usr] that'd be great yes please [sys] what's your postcode then we'll have a look if you've got a policy [usr] hp 20 one ph [sys] one ph and the house number [usr] [pii] [sys] let's have a look for you and what's your name there for me to have a look if that's [usr] [pii] [sys] an account ok let's just have a look for you best to check if you if you're covered just putting that in let's have a look going into the british gas sites what's the first line of the address [usr] [pii] [sys] there there there's no policy for [usr] no [sys] plumbing [usr] that's fine [sys] and drain i think you just had a boiler or something because [usr] we [sys] it [usr] did [sys] says something about a there was a five year warranty previously i'll have to set you up if you've not got a site for for dino [usr] yes [sys] i'll just have a look if we've got anything been out to you previously no we haven't we set you up as a new site what's the issue that you have is it is it is it an emergency at the moment [usr] it is an emergency because we haven't got a toilet this this [sys] you've [usr] starts [sys] got [usr] at [sys] no [usr] two [sys] working [usr] o'clock [sys] toilet [usr] two o'clock yesterday [sys] ok [usr] and i i just called a local person and he was here till 10 o'clock last night and he couldn't do it but he wasn't [sys] right [usr] really the right person for the job [sys] ok we are obviously what what what what did you say you needed did you need some jetting then [usr] i it it's probably jet well he was jetting it but i think he he he needed a camera he needed to see what he was doing he couldn't really see he was going blind on everything and what it is it's where the where the the the stack the soil pipe comes out of the wall and goes down the outside of the house the blockage is in there somewhere [sys] ok [usr] because i've li i've had the drains up it's not the drain but the toilet obviously doesn't flush the toilet backs up when it's flushing [sys] ok and it's the only toilet in the property [usr] and and at the moment the toilet's not in place i took it out yesterday [sys] what the toilet's been removed [usr] i removed it yesterday [sys] our engineer wouldn't be able to put the toilet back for [usr] no [sys] you [usr] that's [sys] that's [usr] fine [sys] not the reason [usr] no no no i'm happy to do all that [sys] ok no that's good can i take your name there from you sir [usr] [pii] [sys] [pii] thank you [pii] [usr] thank you [sys] just to make you aware the pricing for today because it's a sunday is £237 inclusive of va t [usr] in ok [sys] all right just to make [usr] well [sys] you aware [usr] it it it [sys] of that [usr] was it was 708 last night [sys] 708 [usr] have you fallen have [sys] with who [usr] have you fallen off your seat i i it [sys] right [usr] was the the company was called what were they called [pii] gvs limited or something they were from [pii] [sys] wow [usr] but [pii] looked him up on trustpilot after he'd gone and he was they're they're scammers about 10 times [sys] right [usr] ok [sys] gosh [usr] well he he came at an £89 out call out and they're £250 an hour after that and plus he didn't say plus that [sys] wow ours is a standard price you can see all our prices on the website i'm sorry to hear that you should [usr] no [sys] have [usr] don't [sys] called [usr] worry it's not your fault [sys] well hi hindsight's a great thing isn't it mr [pii] but i'm sure our engineer will be able to help you can i take a site contact number from you there [usr] [pii] [sys] [pii] [usr] [pii] [sys] yes [usr] [pii] [sys] unfortunately people prey prey on them when people are desperate don't [usr] right [sys] they right i'm just putting this in i'm just gonna put in i just to say that the toilet is off as well i'm gonna say we might need a a lux the camera that's what it's called to identify the issue [usr] that's definitely gonna need a camera [sys] that is called a lux sea camper that they'll bring with them can i just ask you mr [pii] is there any medical conditions or vulnerabilities [usr] no [sys] at the property ok [usr] no no i'm just getting [sys] right [usr] a a really big bladder [sys] i'm sure yes i'm sorry to hear that and you still seem to have a sense of humor which is amazing considering [usr] it's christmas there you go [sys] right i'm just gonna put this through for you because you give me your mobile number you will receive a text message [usr] ok [sys] of confirmation [usr] yes [sys] of the job the engineer will come out and he'll obviously have a look at the issue and then he'll reconfirm the pricing [usr] yes [sys] and you will not pay anything until it's been completed it's cash or card payment to the engineer [usr] no worries [sys] when he comes out [usr] yes [sys] all right obviously with it being a sunday we do have limited engineers but someone will make the the way to you because this is deemed to be an emergency based on the fact that you've only got one toilet and he will give you a call when he's on his way just to let on that mobile number that he's on his way to you [usr] ok [sys] is that ok for you [usr] that's great thanks [pii] [sys] that's all gonna be set up and you'll receive the text message in a moment all right any issues there's a number on that text message as well that you can call but do you [usr] ok [sys] have any other questions there mr [usr] no [sys] [pii] [usr] no is is there any issues if he doesn't turn up [sys] if you're worried about the timing but with it being a sunday it can be at any point up to six o'clock today i know you've called quite early we would get there your allocation would be a priority because it's an emergency but based on the emer they they cover quite a big area [usr] yes [sys] but if you haven't heard anything in just over four hours perhaps give give that number a call and [usr] ok [sys] then then they'll we'll be able to give you a heads up if we've got any idea when that engineer has been allocated the job all right [usr] thanks [sys] but [usr] [pii] [sys] meanwhile i'm wishing you well to get that all sorted [usr] ok [sys] that that is that's that's the standard price that's what you'll pay today £237 inclusive of va t that is just the one off price for us to get it sorted fingers [usr] lovely [sys] crossed for you all right [usr] thanks [sys] wishing [usr] [pii] [sys] you all the best all right [usr] and happy new year [sys] you too hope it gets [usr] bye [sys] sorted thank you bye bye bye [usr] no [sys] you need to put the phone down there [pii] for me thanks [usr] sorry bye [sys] who

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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 did that you can now book drainage services online in a few easy clicks visit dino dot com for details

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[sys] thank you for calling dino rod partners with [usr] pa [sys] british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] i'm just gonna ring down [sys] we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year good afternoon you're through to [pii] how can i help [usr] good afternoon it's ketton cv primary school [sys] it didn't say on that [usr] i rang you yesterday [sys] you don't [usr] to book [sys] need to say [usr] a plumber [sys] that if you get [usr] and [sys] then the best thing [usr] is [sys] to [usr] not [sys] say to them [usr] turned [sys] is [usr] up yet [sys] the right and take your postcode [usr] it's [sys] and [usr] pe [sys] the note the engineers [usr] [pii] [sys] know the [usr] [pii] [sys] and we don't need to tell them you're ok [usr] really [sys] right it's been assigned to an engineer we'll be with you within within the next hour [usr] the [sys] it's [usr] val's on [sys] assigned [usr] the floor and [sys] from [usr] i've not got time to pick it up and put it back on yet [sys] if they have an accountable [usr] thank you ok [sys] hello [usr] hello [sys] hi the engineer will be with you within the next hour is scheduled to be there between 345 and 445 [usr] right ok [sys] it'll be with you within the next hour [usr] brilliant thank you very much [sys] all right thank you have [usr] thank [sys] a nice [usr] you bye [sys] day right it's just

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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 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 we record calls for quality and training purposes dino is one of the uk s leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote dino offers a fast reliable service you can trust with fixed prices and no call out charges you can rely on us to get the job done hi you're speaking to [pii] how can i help [usr] yes my my drain is blocked and it's spewing out water into the back garden and a nasty muck into the back garden [sys] can [usr] i went i [sys] i just check is this your own premises [usr] er yes it is [sys] and do you currently have british gas home care for plumbing and drains [usr] no [sys] ok do if the thing was it toilet wall that's coming out [usr] i don't know [sys] ok we'll play it safe that we'll assume that it's toilet water which means that somebody will be out today it doesn't [usr] ok [sys] cost any more but as i said somebody will be out today [usr] ok brilliant thank you [sys] can i take the postcode of where you are please [usr] yes it's [pii] [pii] for sugar [sys] and the first line of your address please [usr] it's [pii] [sys] and can i take your name please [usr] yes it's [pii] [pii] [sys] thank you i we've had previous at that address is there a gentleman with a different surname [usr] it's just [pii] is my partner [sys] it looks he's called us up previously let's just have [usr] i [sys] a look [usr] know it's the same it's the same problem essentially it's [sys] all right ok [usr] the thing has happened again excuse me he's he's in the office today that's why i'm calling is is that ok or did you need [sys] no [usr] him to call [sys] that's [usr] in [sys] totally fine rather than me creating a different account under your name for the same address i can obviously put it under his put [usr] i know [sys] you [usr] you [sys] down [usr] said [sys] as the site [usr] that's fine [sys] contact can i take [usr] yes [sys] your name [usr] no that's [sys] again please [usr] fine yes sure it's [pii] and then hide [pii] [sys] thank you and the best phone number for you please [usr] it's [pii] [sys] yep [usr] [pii] [sys] yep [usr] [pii] [sys] thank you and can i just check there's no one in the house with any vulnerabilities [usr] no [sys] ok good as i said it will go down as an emergency for today the guys themselves will call and run the way they'll come round and do an inspection both the inspection and call out are free the guys can check for a problem if they do find [usr] finish [sys] a blockage then the price starts at 180 including va t then it's a cash or card payment for them once it's finished [usr] ok [sys] ohh [usr] ok [sys] right [usr] we can do a card [sys] you can [usr] we pay them [sys] they have a lot of machines [usr] ok [sys] the guys take the payment [usr] ok [sys] themselves all right then [usr] ok [sys] no problem that's all the down [usr] sorry they'll call me when they're on their way or did you say [sys] you'd to say half an hour but of course the one time when you want half an hour is when they're at the end of the road [usr] yes ok [sys] ohh alright [usr] perfect [sys] then [usr] thanks [sys] all right [usr] ever much [sys] no [usr] for your [sys] problem [usr] help [sys] thanks [usr] thank [sys] a lot [usr] you [sys] bye [usr] bye [sys] bye [usr] bye

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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 did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternative

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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

8Sale

[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 opening 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 [usr] do you want to speak to them what i hope [sys] thank you for calling dino [pii] speaking how can i help [usr] yes i'd to book somebody to come out please [sys] ok is it for a commercial or domestic property [usr] the domestic [sys] and do you have british gas home care cover for plumbing and drains [usr] do you have british gas cover no [sys] no no problem ok i can have a look then what's the postcode to start with [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] let me have a look and if i could also take the house number [usr] [pii] [sys] [pii] let me see if i can find it is that [pii] [usr] that's right [sys] i've got it and i presume i'm booking it in under your name is that right [usr] no i'm ringing on behalf [sys] no [usr] of somebody else [sys] ok and what's their first name [usr] first name is [pii] that's [sys] is that [usr] [pii] [sys] and if i could also take the surname [usr] [pii] [sys] and if i could also take a contact telephone number please [usr] what's [pii] what's your telephone number [pii] how much did you get for the mobile [pii] did you get that [sys] no i didn't get i didn't know i heard i heard a voice but [usr] yes sorry go on again then [pii] [pii] [pii] [sys] [pii] got it right let me save that [usr] thank you [sys] and what's the issue that you seem to be having at the property [usr] well i've got a friend who's just been looking at it to understand could i ask if you just hold what i ask him to tell you hello [sys] hello [usr] what it is is there's a blocked foul drain outside and backing up [sys] ok and is there anyone at the property who may be considered vulnerable at all [usr] it's just an old lady just an [sys] no problem that's fine right and does it seem to be affecting any toilets at all that of [usr] when we flush the toilet it backs up [sys] and has the lady got a toilet she's able to use [usr] yes but obviously if she uses it it's going to back up [sys] right let's have a look right i'll just get the appointment slots up then just bear with while they load up [usr] ok [sys] when they load up bear with me [usr] now not 20 hi [sys] here we go right let's have a look see what we've got the earliest i've got in your area now or the area the lady lives is monday morning for between eight and one [usr] monday morning between eight and one perfect perfect [sys] fantastic let me grab it let me explain how it all works just in case nobody's clear engineer will come out monday obviously have a look at what's going on and once they've done that they will give a quote now if everybody's happy with the quote they can obviously do what needs to be done and you can just pay the engineer at the end via card if for any reason you don't want to go ahead you can say no and if you do say no you don't pay anything because there's no call out charge but what i can tell you is is if you do decide to go ahead prices do start at 100 and £80 including va t is all of that ok [usr] yes [sys] brilliant well let's get that booked in then bear with me there you go that's all booked in for monday morning between eight and one and i have asked the engineer to give [pii] a call when they're on their way just to give us some notice ok [usr] ok no problem [sys] and that's all booked in [usr] ok thank you very much [sys] pleasure very welcome take care [usr] thank you bye [sys] bye [usr] i know

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[sys] welcome to dino east midlands please note all calls are recorded for quality and training purposes in order to help us direct your

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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 i'm did that you're 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 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] speaking how can i help [usr] good morning we have a blocked toilet i'm wondering whether you can assist [sys] you've got what sorry you block toilet [usr] block to [sys] ok what's the post code please [usr] [pii] [pii] [sys] and a commercial or residential property [usr] residential [sys] any home care go with british app [usr] no [sys] that's fine can i take the first line of the address please [usr] it's [pii] [sys] thank [usr] [pii] [sys] you and your first name [usr] [pii] [sys] thank you and your surname please [usr] [pii] [sys] and a contact number [usr] either this one can you read this one or i'll give you my mobile [sys] i can take your mobile as well [usr] really [pii] [pii] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] thank you ok and whereabouts is the blockage inside or outside and it's a toilet do you have [usr] inside [sys] another phone that you were able to use anyone [usr] no [sys] in the property [usr] unfortunately [sys] got any health [usr] we wouldn't have [sys] issues [usr] the one [sys] that's fine there's no [usr] no [sys] call out [usr] they [sys] charge [usr] they otherwise [sys] the [usr] ok [sys] starting price between monday and friday 8 a.m. to 6 p.m. is 100 and £70 which includes the a and they take payment on completion is that ok yes i'll schedule [usr] yep [sys] that in today [usr] that that's [sys] and they'll call [usr] ok [sys] you before arriving [usr] and will it be today or do you not know [sys] no we don't [usr] ohh roughly roughly the idea you have no idea what no if if we are allowed to get on the mobile [sys] it just [usr] and [sys] depends what area [usr] i do [sys] they're working in [usr] they [sys] we [usr] are [sys] wouldn't [usr] motorized [sys] know [usr] or local or where will they be coming from right ok we [sys] all [usr] really [sys] right thank you [usr] we [sys] take [usr] should be [sys] care [usr] hanging around just [sys] bye [usr] in case it's local many sacks indeed bye bye

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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 service 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 morning you through to speaking to how can i help [usr] hi there if you could i've got a rental property i think you have been out before when my parents lived in the house [pii] but [sys] what's [usr] i've just [sys] the postcode [usr] had a call for the it's [sys] please [usr] eh 23 4 dl sandy [sys] delta [usr] stop doing [sys] lima [usr] that [sys] right and it's what's the issue then please [usr] the toilet's blocking again this [sys] right [usr] is the toilet the problem we had the last time [sys] how long ago was [usr] it was [sys] it that we [usr] long [sys] was out [usr] ago [sys] recently or a long or a while ago [usr] i can i don't know probably beginning of the [sys] what's [usr] year maybe [sys] the what what's the first line of this address you said [usr] [pii] [sys] and your name please [usr] my name's [pii] [sys] there we are when was it it was a year ago september middle [usr] i said [sys] of september last year [usr] was that right i thought i thought it was earlier on in the year but [sys] it was it was right ok is it the only toilet in the property or have they got another [usr] yes [sys] one [usr] it [sys] they can [usr] the only [sys] only [usr] toilet in the property and the girl's pregnant [sys] toilet right ok it'll be today anyway then in that case [usr] great [sys] and you don't can i just check you paid for this last time you don't have a contract with british gas for plumbing and drains or anything now or [usr] no [sys] do you [usr] don't no i don't have anything [sys] no [usr] that [sys] no that's fine and it's a residential property right [usr] it is that's right [sys] i'll put it on for today depending what the engineer's got emergency wise in the area as soon as he can he'll ring when he's on route anyway [usr] right [sys] about [usr] great [sys] half an hour before you can either ring you or the tenant directly whichever way works for you we probably remember from the last visit what we'd do i'm assuming we're gonna see the tenant on site rather than you [usr] it will be [sys] that's fine what we do the engineer will go out and have a look at it all before he does any chargeable work he'll confirm the issue in a fixed price and from [usr] ok [sys] there you can say yes or no if you say yes it's cash or card one completion if you say no there's [usr] right [sys] no charge now [usr] right [sys] see seeing as we're not gonna obviously see you what we'll do we can ring you when we're en route or the tenant and once we're there and we know exactly what we're looking at work and cost wise give you a ring let see what you wanna do if you want it done it's as i say we'll take payment over the phone once it's done [usr] brilliant that's great [sys] just to give you an indication of costs just in case anything's changed since the last time which it probably has because what hasn't if it is just a blockage that needs clearing and there's no other underlying issue you'd be looking at 180 including that to do it [usr] ok -huh [sys] but i say engineer will confirm once you've seen it [usr] right [sys] no are we ringing you en route or the tenant directly [usr] if you if you ring the tenant directly give me a give me a second and i'll just get a number for you ok two [sys] no [usr] secs [sys] problem no problem let [usr] sorry i'm just finding it [sys] it's all right no worries [usr] ok the tenant's telephone number is [pii] [pii] [pii] [sys] and apart from her being pregnant is it there's no other medical conditions and all vulnerabilities [usr] no [sys] on [usr] there's [sys] site [usr] not [sys] we need to know about [usr] no [sys] anything that [usr] that's that's [sys] right [usr] it and her name's [pii] [sys] it's fine it's fine right what we'll do as i say i'll put it down as an emergency job we'll ring you when we're on route and then we'll ring you once we know what's what and go from there [usr] that's brilliant that's brilliant [sys] and the best [usr] mate thank [sys] contact [usr] you [sys] number [usr] much [sys] for you as well let me just check it's not changed is it the same [usr] ok [sys] number that you had last time [pii] [usr] that's right that's the one [sys] winner all right missus [pii] we'll speak to you later you take care [usr] thanks a lot cheers now [sys] thank [usr] you too bye [sys] you [usr] now [sys] no [usr] bye [sys] worries [usr] bye [sys] bye now bye bye bye bye

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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 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] good morning thank you for calling [pii] speaking how can i help [usr] could you help please i've woken up this morning outside my front my drain as well the the the suit the whatever is coming up onto the pathway outside of my front of my house i've definitely got a drain blockage and i wonder if you could assist please put [sys] i can certainly [usr] me in [sys] have [usr] a bit [sys] a look [usr] a [sys] ok [usr] you well ok just to give you history it the similar [sys] but [usr] thing happened about a year ago and i got some local of of just random people drain -called [sys] right [usr] drainage people i wasn't very impressed with the service and they were very expensive and i think because you're doing it all the time you'll probably do a better and quicker job ii i almost know where the blockage is i'll be i should be [sys] right [usr] able to give you some extra info [sys] ok well let me have a look then and it's a domestic property is it [usr] it's domestic property [sys] and i take it you don't have british gas home care cover for plumbing [usr] i wish [sys] and drains [usr] i did no [sys] no [usr] i don't [sys] you say [usr] no [sys] no no problem [usr] too for [sys] if [usr] that [sys] i could [usr] i was one of those things i was gonna get round to but i didn't [sys] that don't worry if i could start by taking the postcode first of all [usr] yes it's [pii] charlie [pii] zero sps for [pii] [pii] [sys] let me have a look and what's the house number [usr] the house number is [pii] not to be confused with one the [pii] that [sys] right [usr] is the property behind me and it's not [sys] ok [usr] one the banks it's just [pii] [sys] no no problem i've got it no ba barely barely [usr] well i call it barely some call it barely [sys] really [usr] one of those [sys] and if i could take your first name please [usr] yes [pii] or [pii] i'm known as [pii] [sys] ok [pii] and if i could also take a contact telephone number please [usr] yes it's the number i'm calling from which is [pii] [sys] [pii] alright let me just save that right let me just type in what you've told me has happened doesn't bear with me [usr] if you would if you would it help if i sent a picture or not if you if [sys] no [usr] i gave [sys] cos [usr] you my [sys] i've got a [usr] no [sys] i've got no way to put it you see [usr] ok [sys] i i can't attach i can't attach pictures unfortunately [usr] ok [sys] er and is there anybody at the property who may be considered vulnerable [usr] well probably me i'm not [sys] ok [usr] disabled or anything but i'm senior [sys] god [usr] citizen [sys] no right ok yes if someone say blind or wheelchair bound just the engineer knows that's all [usr] ok ok it looks it's a drain from the roof down to the outside what's coming through it i don't know it might be the heavy rain but it's it looks disgusting i don't [sys] right [usr] know whether it's it's sewage it possibly is but it is a bit unpleasant to to look [sys] ok [usr] at [sys] now would you be available for the rest of the day if we can send somebody today [usr] i can technically i have got work from half past 1 to 3 but i could [sys] right [usr] cancel that [sys] right [usr] because this is this has got to be sorted i don't wanna leave it another day and for the sake of that what's [sys] it [usr] the sort [sys] may [usr] of window of time then roughly [sys] it's really tricky because we are busy i don't get to see what other jobs the engineers have got [usr] ok [sys] but they're all swamped but [usr] are [sys] i know [usr] they [sys] that it will be between now and six o'clock i mean i think [usr] ok [sys] it will be way earlier than that [usr] ok [sys] because it's [usr] no that's ok what i'll do is i'll i'll leave it this i is there a chance you might get here during the morning or is it more likely [sys] there [usr] to be into the o [sys] is a chance i just don't know what i don't know if it's a 50% chance 100% chance it's really difficult to [usr] ok [sys] say [usr] ok i'll check with my daughter's here my daughter might be [sys] ohh right [usr] until [sys] ohh right [usr] three and then i come home from work around [sys] ok [usr] about that time we might be able to work it out that [sys] ok [usr] one of us is here and [sys] well [usr] could [sys] what [usr] you before [sys] i can do [usr] you go could you just give me an idea of pricing if it you know based on how long it takes and what if it's fairly straightforward or not [sys] yes i'll explain how it works the engineer will come out obviously they'll have a look at what the issue is and once they've had a look they'll give you a quote now [usr] right [sys] if you're happy with the quote i'll they'll obviously do what needs to be done and you can pay the engineer at the nv cash or card if for any reason you don't want to go ahead you can say no and [usr] right [sys] if you do say no that you don't pay anything because there's no call out charge but what [usr] bye [sys] i can tell you is is if you do go ahead prices start at 100 and £80 including [usr] right [sys] va t [usr] ok ok and [sys] right [usr] that is does that is that well you can't tell till you get air can you whether it's [sys] exactly [usr] be that no how [sys] exactly [usr] straight forward it is do you normally one other question do you normally down the area because it's my house opens up onto the carriageway and it does look very nice do you normally [sys] they [usr] as part [sys] will [usr] of your service you'll you wash the area down it looks clean and [sys] they'll [usr] stuff [sys] be able to hey hose it down there [usr] ok all right then will do do i get a phone call half an hour before or anything that [sys] you do the engineer wants to make sure you're there you're saying not waste the journey they'll [usr] of [sys] always [usr] course [sys] give you a call [usr] right and that's roughly about what half hour before or something that [sys] exactly exactly [usr] ok i how far your local how far away are your nearest engineers then do [sys] i [usr] do [sys] i [usr] they have [sys] have [usr] to come [sys] no i i [usr] all [sys] have [usr] right [sys] no idea i don't get to track their movements you see [usr] right ok ok all right [sys] i couldn't [usr] then [sys] tell you [usr] it's definitely booked then somebody will definitely come between [sys] yes [usr] now and six [sys] it's not booked yet bear with me i just need to confirm it one [usr] ok [sys] sec bear with me it's very busy the computers are going quite slow make sure it's done there you go that's all booked in the engineer will get to you as soon as they can and they'll give you that phone call before they get to you [usr] ok that's lovely thank you very much thank [sys] right [pii] [usr] you [sys] no problem good [usr] thank [sys] luck [usr] you bye [sys] take [usr] bye thank [sys] care [usr] you bye [sys] that's ok bye

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[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes good afternoon you're through to british gas [pii] speaking can i take your name please [usr] hi there my name's [pii] [sys] thank you how can i help you today [usr] we've got the drain blocked up in the house i wonder if you might be able to send someone over in the morning to to try and fix it [sys] ok what's your account number your 91 number please [usr] i don't have an account number [sys] you got an agreement with british gas [usr] no [sys] sorry ok one second right and what what blockage is it [usr] i to be honest i don't know the the all of the bathroom the sink the bath the shower the toilet are all locked not draining at all downstairs is ok [sys] a blockage upstairs ok i can't give you a price on this it will be an engineer that will have to ring you and give you a quote over the phone after we booked in but i'll check availability what's your postcode please [usr] it's [pii] [sys] [pii] that's on the address [usr] it's [pii] [sys] [pii] and what what was your certainly [usr] sorry [sys] what's your surname please [usr] [pii] [sys] [pii] [usr] [pii] sorry shall i spell it out [pii] [pii] [sys] thank you ok and the best contact number to contact you on [usr] [pii] [pii] [pii] [sys] and your postcode [usr] [pii] [sys] sorry the house number again is [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] just be a few seconds [usr] ok [sys] ok and it's ok is there anyone elderly or disabled in the property [usr] say that again is there anyone else in the in the property [sys] now is there anyone elderly or disabled in the property [usr] no no no there isn't [sys] i do all day tomorrow [usr] first thing in the morning would be good as early as possible [sys] what i'll do is i'll get the engineer to give you a call before [usr] ok [sys] let me just make sure that's booked in that's assigned someone will be there tomorrow between 12 and six and they'll hopefully get this sorted out for you but they will ring you before and give you a rough idea on how much it will cost [usr] ok can they get there any earlier than that or is that the earliest [sys] no it will be all day tomorrow at the very earliest because it's monday we're very very busy usually but they but they will ring you back [usr] ok [sys] all right then i'll leave that with you then thank you very [usr] all [sys] much for your time ok [usr] thanks much for your help cheers bye [sys] that take care bye [usr] bye

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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 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 [usr] ok [sys] [pii] [usr] good afternoon thank you much we got a restaurant in in there in the block we need to train for to unblock [sys] ok you have a drain that's blocked on site and you need the unblocking is that correct [usr] just that's what you saying [sys] ok have we been to [usr] sorry [sys] site before [usr] say it again it's in [pii] [sys] and what's the post code [usr] the post code to [pii] [pii] [pii] [pii] [pii] [sys] ok let's have a look [usr] thank you [sys] and this issue is it affecting the use of anything at the moment it's toilets bathing facilities [usr] sorry say it again [sys] this issue is it affecting the use of anything toilets on site sinks things that [usr] i don't think maybe that too much to be honest no i [sys] no [usr] don't think it's not that bad [sys] ok that's fine and what's the what's the name [usr] thank [sys] of the company [usr] you [sys] or the business sorry [usr] the barbecue [sys] barbecue [usr] house restaurant [sys] house ok [usr] barbecue house in lin next to the cake box and 274 [sys] and who can i list as the on site contact who who would be there when the engineer arrives [usr] who do all all all all all the stuff is here we're [sys] could i have [usr] here [sys] a name [usr] till eight [sys] of somebody that the engineer could ask for [usr] just name [pii] just [pii] or [pii] [sys] ok that's fine and what's the best contact number [usr] thank you contract [sys] it doesn't [usr] number [sys] show up for [usr] this number [sys] me i'm afraid [usr] it doesn't show on the just i'll have [sys] that's [usr] to just [sys] ok [usr] give me give me one second because [sys] it's ok take your time and it's [usr] sorry [sys] not a problem [usr] hold on [sys] that's [usr] just [sys] ok [usr] one second more over 100 079 3257 64 29 [sys] no that's fine [usr] 64 29 [sys] ok [usr] on the end [sys] and is there anybody there with any vulnerabilities [usr] thank you [sys] with any vulnerabilities [usr] er anybody sorry what [sys] no ok that's fine what we'll do is we'll [usr] no [sys] get this sent [usr] no [sys] across [usr] no [sys] to our local office and then what they'll do is give you a call to confirm when they can attend site and run through the costings if you're happy we'll get that finalized if not [usr] right [sys] you're under no obligation to go ahead ok [usr] no problem [sys] ok [usr] it's today or tomorrow should be fine then i think i don't know how much it cost should be fine [sys] not [usr] it doesn't [sys] a problem [usr] matter [sys] at all ok [usr] maybe how much was it [sys] is there anything else i can [usr] thank [sys] help with [usr] you [sys] at the moment or is that everything [usr] no [sys] that's [usr] thank [sys] correct [usr] you [sys] yes [usr] much [sys] the office [usr] are we [sys] should [usr] gonna [sys] give you [usr] for [sys] a call [usr] the phone [sys] later [usr] call [sys] on today [usr] or [sys] they don't close till six they should give you a call before then to arrange everything with you ok [usr] right [sys] you're very [usr] ok [sys] welcome bye [usr] ok [sys] now [usr] ok thank you much for you thank you thank you thank you

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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 i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plumbing service two or did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're through to [pii] my name is [pii] how can i help [usr] hi i had a an appointment booked today for someone to come around and check the plumbing the sink blockage in our tenants apartment and er i was told that someone had come before six but nobody er came and we didn't get any phone call or anything to explain anything i was just wondering what's happened [sys] ok ok can i just take the post code please [usr] it's [pii] [sys] could you confirm the name on the booking for me please [usr] er my name is [pii] [sys] and could you confirm the first line of address for me [usr] it's [pii] [sys] that's great right let me have a look it looks it's still scheduled to be booked in and just bear with me [usr] what [sys] one second i'm gonna try and call the engineer if you're ok to just hold the line [usr] sure [sys] just see if he's still attending [usr] ok [sys] right what'll be a minute [usr] thanks [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers hello [usr] hi hi [sys] hi i got through to the engineer he said he's really sorry it's just been a really busy day he's had lots of emergency jobs coming and things that and it's been really long jobs that he's not expected to be long [usr] right [sys] he's on his way down to there now [usr] he's and how how long will they be [sys] i'm not too sure he didn't say but he is on his way there he's on his way down to n four he's got two jobs in n four and that's the property he's on his way down to now [usr] i think they they might not be in after nine i think it might be too late cos it was we were told it would be before six [sys] no i know i know it is but between eight and six [usr] i don't think they're gonna [sys] i'm [usr] be [sys] sorry [usr] there [sys] about that it's just because all the jobs have been quite long that he's had on today he said they've all overran the time that they were supposed to be [usr] it's [sys] i mean [usr] just [sys] it's up to you if you want to keep it booked [usr] can we [sys] in [usr] have [sys] or if [usr] it [sys] you want to reschedule [usr] can [sys] it [usr] we do it tomorrow is it possible to do it tomorrow early right [sys] let me [usr] first thing [sys] right [usr] first [sys] i'll just [usr] few [sys] have [usr] that we don't [sys] to [usr] get this again that's the issue cos [sys] the only thing is is that on a week in fact no what day is it tomorrow or sunday prices are more on a sunday that's the only thing [usr] well [sys] i mean [usr] it was originally [sys] i i could [usr] booked [sys] pop [usr] in [sys] down what's happened [usr] well exactly you can't really charge us more because it was it was booked in for today [sys] no no i know i understand that and i can pop that down but it's just it's not my final decision thing i don't wanna say to you they'll honor the the the saturday prices i'll be wrong i don't want to promise you that i mean as i say i will pop it down and they should do really but let me just speak to my manager and just [usr] can [sys] see [usr] you because it [sys] do [usr] was meant [sys] you definitely [usr] to happen [sys] want [usr] before [sys] to reschedule [usr] six [sys] it because i'll ring him and let him know [usr] i'm just i'm just gonna check let me just give me a second i'm just checking a message to see if they're even in now hold on a sec [sys] no that's fine [usr] 11 [sys] that's fine [usr] 2nd [sys] no problem [usr] second [sys] don't worry take [usr] alright [sys] your time if you need to ring them and put me on hold or [usr] no [sys] anything [usr] no it's [sys] then [usr] fine [sys] you can [usr] i've got [sys] do [usr] i've [sys] that [usr] got him on text message [sys] ok [usr] hi there [sys] hi [usr] sorry i they look they have to go [sys] no [usr] out [sys] it's fine [usr] to a birthday dinner [sys] ok [usr] i think they're not gonna be able to stay in this evening [sys] right ok [usr] but they stayed [sys] no [usr] in [sys] problem [usr] all day i just feel bad [sys] no i completely no i understand that right the contact number that's on the booking is that your number [usr] yes it's my number [sys] can you just read that out for me please [usr] can you read out the contact number [sys] please [usr] it's [pii] could we put it as a priority [sys] that's great [usr] just because we have spent the whole day waiting [sys] i'm just what i'm just gonna do i'm gonna just go and speak to the manager and things and see what i can do i can give you a ring back on that number that's there cos i'm just gonna ring the engineer and just let him know not to attend i mean if if it's him that's working at i i don't know how they how they work and when they start working i mean he may say i'll go in the morning i'm not too sure i just need to speak to a few [usr] if [sys] people [usr] you can speak [sys] to see [usr] to [sys] what [usr] him [sys] i can do [usr] ok [sys] and then i'll give you a ring [usr] that [sys] back [usr] would that would that would be great i mean i think it would be really good because it's they they can't use their kitchen sink and that's obviously a problem it's we've had a plumber to go and check it as i said on the booking and try and unblock it but it needs a professional someone with a machine or something a bit more serious we [sys] no worries [usr] we definitely [sys] all [usr] need [sys] right [usr] someone to go and and deal with it but thank [sys] ok [usr] you that would [sys] no [usr] be [sys] problem [usr] really helpful [sys] no that's fine don't worry we'll see if the one and the the price for today as well considering it was meant [usr] that [sys] to [usr] would [sys] for [usr] be [sys] today [usr] great because obviously it's a it's it's not really we've been in we've been available thank [sys] no [usr] you [sys] that's fine all [usr] all [sys] right [usr] right [sys] i won't [usr] thanks [sys] be long [usr] a lot [sys] i'll give you a ring back on that number [usr] thank [sys] all [usr] you much [sys] right [usr] ok [sys] take care [usr] bye [sys] speak [usr] bye [sys] to you soon [usr] bye [sys] bye bye

8Sale

[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 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 good morning you're through to dino cm speaking how can i help [usr] once you can in sorry i'm calling for a commercial it's a school a nursery school and our drones been we think partially blocked for a while now but where we've had this heavy rain there's it's backing up and it seems there's sewage coming up from the drain into the nursery playground and i was just wondering if we could have it either dry cleaned or or whatever you may think it's necessary [sys] no problem do you do if you've got a british gas account business account with home care or with dino [usr] no no because it'd be because it'd be a school [sys] no [usr] we won't [sys] that's [usr] have [sys] fine [usr] any of that [sys] and [usr] i don't think [sys] have we been out to you before or is this the first time first time [usr] i think [sys] no problem [usr] this is the first [sys] what's [usr] time [sys] the postcode please [usr] [pii] [pii] [sys] [pii] and first line of the address please [usr] it's mary patson nursery school [sys] and your full name and title please [usr] my name is [pii] and i'm the head teacher [sys] and best contact number [usr] the one i'm calling [sys] i just need [usr] you on [sys] to [usr] have [sys] confirm [usr] you got that the mobile [sys] it if that's [usr] or [sys] ok [usr] should i [pii] [sys] thank you that's [pii] and is that toilet waste that's overflowing or is it just other waste water [usr] which we [sys] it's it's not sewage of toilet waste [usr] we doesn't [sys] is it [usr] persuade water [sys] right [usr] it's [sys] ok [usr] definitely it's got a sewage smell to it [sys] anyone there with any health issues vulnerabilities anything to that effect [usr] no there's a lot of children but we've [sys] that's fine [usr] we've [sys] well what [usr] said [sys] i'm gonna [usr] no [sys] do [usr] one [sys] is [usr] no one outside of for [sys] send [usr] this reason [sys] those details over to our local office in your area as soon as they receive the job they'll give you a call to confirm what time somebody will be out with you the cost and all the details that you need to know about that job ok you're welcome take care bye [usr] ok thank you bye bye

8Sale

[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 you

8Sale

[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 through 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 hello my name's [pii] how's that [usr] hello there my name is [pii] i'm calling from the cotswold school we i wanted to give you a call to book an engineer to come out because we've got a blockage from our main girls toilets into the drains [sys] no problem we should be able to have a look at that for you have we been out here before or [usr] i'm not sure to [sys] you [usr] be [sys] know [usr] honest [sys] ok not to worry let's [usr] not [sys] have [usr] since [sys] a seat [usr] i've been in this job [sys] okey doke no problem let's see if i've got any history in here now we're gonna create some details it's not an issue what's the postcode there [usr] [pii] [sys] yep [usr] [pii] [sys] ok there's nothing showing in this system at the minute but this one's only a couple of years old if there anything before then it would be in the old system [usr] ok [sys] not to worry we can soon just create some details into here put that into that and it's just something that will need to be paid for is it there's not british [usr] eight [sys] gas business cover or anything [usr] no i don't believe [sys] i pull up and fill up [usr] the site team have they've got their own set of rods and they've they've tried [sys] there i go [usr] to tackle it from the toilet end and the drain end but it's just [sys] not happening [usr] something's not [sys] ok [usr] right [sys] no problem but we can go we can have a look and get the jettas out and everything [usr] cool [sys] for it some details into here ok all right let me go into that what we'll do is send the detail over to the local dino team and they'll give you a call just confirming i mean is the is the best [usr] let me [sys] or worst [usr] have [sys] times [usr] one [sys] to do it because i know obviously you'll have pick up [usr] no [sys] and such [usr] we [sys] or [usr] it no i mean we've the main thing is it's the main girl we've [sys] just [usr] closed [sys] as [usr] them [sys] soon [usr] off [sys] as possible [usr] now [sys] right no problem [usr] but just as soon as possible [sys] that's absolutely fine [usr] with [sys] no problem [usr] about 800 female students [sys] blimey that's not going to be not going to be a good position to be in is it not a problem [usr] no bless them [sys] as i say it'll go straight over they'll see it as soon as we bob the details through to them what's the best number to give you a call on [usr] i don't have a direct line [sys] ok [usr] if you could call on [pii] [sys] yep [usr] [pii] [sys] set up [usr] there's a main reception option on there and then it's just [pii] [sys] ok [usr] they can pop you through or whoever calls through [sys] bye bye let me go into that i'll get it all across any moment now that and i know it's obviously you've got hundreds and hundreds of children are there any vulnerability staff wise of anybody that we're likely to need to interact with that we should be aware of medical mobility [usr] no [sys] and no [usr] no [sys] no worries i'm asking when they ring and say they're on the way but let me go into that let's go over to the local team say they should give you a call [usr] ok [sys] back within a few matter of a few minutes for [usr] brilliant [sys] it i mean do you want the book do you want me to give you the booking reference and the local team's number anyway [usr] yes that would be really [sys] no [usr] handy [sys] worries [usr] thank you [sys] if we've got a mobile number you see it text it over anyway automatically but it obviously [usr] ok [sys] for landlines i don't wanna be [usr] yes [sys] sending text by landlines don't always work and when they do people don't know how to get rid of them and it rings forever on your phone and [usr] ok [sys] i [usr] right ok [sys] i know that from personal experience i'm how do i stop this thing ringing [usr] ok [sys] every 10 minutes to tell me [usr] you're [sys] i've got [usr] still [sys] a [usr] ringing [sys] text message [usr] again [sys] it took me it took me ages i didn't even one of those things you don't even know you've got active and then when it does it it's i don't know how to get rid of this message now and it rings me every 10 minutes saying you've got a message to listen [usr] driving [sys] to [usr] you slowly insane [sys] no right er have you got a pen a bit of paper [usr] i have yes [sys] the booking reference is dy d for delta y for yankee [usr] yep [sys] and then w for whiskey o for oscar 345 [usr] 345 [sys] 2539 and then i'll give you the local teams on thursday they should ring you in a few minutes if you've got other things to be doing give them a few few minutes and you can always give them a call [usr] ok [sys] it's [pii] [pii] [pii] and then [pii] again [usr] [pii] brilliant [sys] as i say the [usr] ok [sys] details [usr] i'll [sys] are already [usr] await [sys] with [usr] their [sys] the note [usr] him [sys] it should only be a few minutes before they give you back [usr] that's [sys] all [usr] brilliant [sys] right [usr] thanks a lot for all [sys] no [usr] help [sys] problem you're welcome cheers [usr] thank [sys] bye [usr] you [sys] bye [usr] ok bye [sys] bye bye

8Sale

[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 drains to burst pipes and busted boilers we're here to help good morning dino you're through to [pii] how can i help [usr] good morning my name is [pii] i have a drain underneath the cellar and i think in the past you've come out and you've inspected it through a a camera for any problems with blockages et cetera i don't have a blockage at the moment but i do have a procedure which my builder wants to to do which is to put a a trap in the pipe under the cellar to stop smells coming up it and he he suggested that we have first of all the pipe examined for for to make sure that the pipe the pipe is all right before we do it and i wondered if you could do that please [sys] of course do you have a policy with british gas for p and and drains or is it a one off is it [usr] it's it's a one off visit [sys] ok and it's a domestic property is it [usr] it's the what sorry [sys] a domestic it's your home [usr] yes it is [sys] can [usr] yes [sys] i take your postcode please [usr] it's [pii] one [sys] thank you and the first line of the address there for me please [usr] it's just the name of the house which is [pii] which is [pii] [sys] ok and what street is that on please [usr] there isn't a street it's just a village it's just [pii] and then it's [pii] [pii] near [pii] [sys] ok right bear with me one second i'm just gonna have to put it in manually it won't be a second ok and what was the house name again sorry [usr] it's [pii] [pii] friday od [sys] alright thank you and can i take your name as well please [usr] yes it's [pii] [sys] and your best contact number please [usr] it's [pii] [pii] [sys] thank you and is there anybody at the property with any vulnerabilities has anybody got any health issues [usr] no there isn't no [sys] what i'm gonna do is i'm gonna get it booked in here and what will happen is the local office will give you a call to arrange an appointment and to discuss prices with you as well i will [usr] ok [sys] put on here if they could give you a call today is that ok [usr] yes that's fine thank you [sys] ok i've put that in my end to go to the local office and they should be in touch with you today to discuss appointments and times [usr] ok thank [sys] take care [usr] very [sys] bye [usr] much thank you bye now bye hi

8Sale

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year you're speaking to [pii] can i help [usr] hi there i'm calling from [pii] and i have a blocked loo and i'm wondering if you could repair that [sys] sure can i just check is this the only we tied at the property [usr] i'm sorry say again [sys] is this the only toilet in the house [usr] no it's the downstairs [sys] ok [usr] loo the upstairs bathroom is fine wondering if the installation of the downstairs loo is has been done properly we [sys] ok [usr] we bought the house moved in on the first of september and the loo has never worked it's it sounds there's a blockage much further down the water [sys] right [usr] disappears and there's a gurgle gurgle gurgle gurgle and then it fills up we've not really used it and we were [sys] ok [usr] a little bit worried about its installation to be honest [sys] can i just check is this your on premises [usr] yes [sys] and do you have british gas home care for plumbing in drains [usr] no we don't have british gas home care [sys] ok can i take the postcode where you are [usr] it's [pii] [pii] [sys] ok and the first line of the address please [usr] it's [pii] [sys] yep [usr] [pii] [sys] and can i take your name please [usr] my name is [pii] [sys] and you thank you [usr] [pii] [sys] and the best phone number key points [usr] [pii] [pii] [pii] [sys] yep [usr] [pii] [sys] thank you and is there anything overflowing at the moment [usr] no no [sys] ok good [usr] it's it it was coming close to overflowing when we first moved in when we first used it we not used it since [sys] and is there anyone in the house with any vulnerabilities [usr] in in what way i mean i'm disabled myself but i can [sys] ok [usr] get around i can move around [sys] if you register disabled that's obviously one of the things that we would say is a vulnerability [usr] right no i'm not [sys] are you ok access any other toilet [usr] yes yes yes yes [sys] right all right let's just check when they're available they can come out on thursday if that's ok [usr] thursday morning [sys] i can put in the notes to make it am the guys themselves will call when they're on their way [usr] ok and there isn't any any chance of getting it done before thursday no [sys] it's not showing any availability for that i'm afraid after i've confirmed this you do get a text message with the local office number on if you call that they can then obviously say if they've got any availability that isn't shown for me [usr] ok let's do that then and i'll see if they have [sys] cake [usr] earlier availability thank you [sys] as i said the guys themselves will call when they're on the way they'll come on and do their inspection both for inspection and call out are free the guys gonna ch check for a problem if they do find a blockage then the price starts at 180 including va t and then it's a cash or card payment to them once they're finished [usr] ok great thank [sys] all [usr] you [sys] right that's all been booked in for you now all [usr] ok [sys] right then [usr] thanks bye [sys] thanks a lot bye bye

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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 you have 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 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] the alex have gone off yet [sys] our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote hello you're through to at diana how can i help [usr] hello i wonder if you can help we've got blocked drains er in the back of our house we just noticed it when my husband let the water out of the bath and i was in the kitchen and i could smell something but when we've lifted the drain cover it's it's absolutely full oop [sys] full what is it full on [usr] sorry [sys] what's it full of [usr] er po looks [sys] sewage does it smell sewage right ok is it overflowing right ok let's get you booked in then ok [usr] yes thanks [sys] you have a british gas home care policy [usr] no [sys] no that's fine don't worry what's your name [usr] [pii] [sys] [pii] i'm all right calling [pii] throughout the call [pii] what's your best number the engineer can call you on [usr] [pii] sorry [pii] [pii] [pii] [sys] moment and the commercial domestic [usr] domestic [sys] that's fine what's your post code [usr] me [pii] one ly [sys] what and what's the first line i've addressed [pii] [usr] er [pii] [sys] that's fine well let's go to the main bit now ok [usr] thank [sys] it's just [usr] you [sys] information that's gonna be passed on to the engineer ok both weather streams streams are overflowing with there it is where's the train in the back [usr] back [sys] the property are you having any issues with internal issues such as a shower [usr] sorry are we are we what sorry [sys] are you having any issues with any or the sink the bathroom the toilet [usr] no [sys] no issues with that it's ok [usr] no not yet [sys] toilet nothing nothing backing up in the toilet or bath or anything [usr] nothing's backing up in the bath or the toilet is it no [sys] anybody on the call [usr] no [sys] get on fine one moment there's a blockage and it's outside yes and it's toilet work are you available to tonight that's fine ok [pii] i've booked you in and ok because the draining issue engineer will look at everything for you give you the price of how much it'll be if you're happy we'll start the job for you there and then and you can completion by cash or card is that alright [usr] that's fine [sys] one moment what's happening here now i just heard about or something's going on i can't book you in but for some reason it's not good to let me do it not sure what's happening why i'm not sure what's going on because [usr] ohh [sys] i might need to call back because i've got your i've got all your details i'll call you back in a moment is that alright [usr] that's fine [sys] ii i just need to remind you why i'm let me book you through ok bear with me a moment i'll call you back as soon as possible ok [usr] ok thank you bye [sys] at the moment

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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 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 [usr] ok [sys] boilers [usr] just one [sys] we're [usr] minute [sys] here to help our local teams of expert engineers are available across the [pii] 24 7 hi you're through to [pii] at how can i help [usr] i think i've got problems with it my grain it started off with where the toilet was really filling up with water when you flushed it that is not that's not too bad at the moment it's gone down a little bit and i i wondered if it was just the amount of rain we've had but when i get up through the night to go to the loo i can a drainy smell [sys] ok the toilet started to back up with water when you flushed it and now [usr] that [sys] it's a bad [usr] was [sys] smell [usr] the [sys] as well [usr] yes [sys] ok are you still able to use the toilets at the moment [usr] yes i am [sys] do you have a british gas home care policy or would you be looking for a one off engineer [usr] just a one off engineer [sys] ok and this is your home address that you live at ok can i just take the postcode just to check we can take bookings for the area [usr] yes ne [pii] [pii] no i have got home insurance but i thought i would just try and do it myself [sys] ok but he's not with british gas no [usr] no [sys] ok that's fine we can have a look at getting you booked in i'll just run through the cost with you the first the call out itself is free of charge the price to [usr] yes [sys] unblock the drains monday to friday between eight and six that's from £170 [usr] right [sys] if you do go ahead with the work you would pay on completion by cash or card [usr] right [sys] ok [usr] that's fine is it [sys] let's have a look the first line of the address please [usr] very [pii] ok [sys] and your name as well [usr] [pii] which is [pii] [sys] and your contact number [usr] it's [pii] [sys] and is there any vulnerabilities or health issues at the property [usr] i know [sys] ok i'm just gonna have a look to see when the next available appointment is [usr] thank you right what are you doing what are you doing it's a bunny rabbit it's pepper pig [sys] ok do you have an appointment tomorrow morning between [usr] hm [sys] eight and one would that be suitable perfect [usr] between [sys] we'll get this booked [usr] eight and [sys] in [usr] one that would be excellent no that's wednesday isn't [sys] ok [usr] it [sys] i get [usr] that's [sys] you booked [usr] right [sys] in for [usr] yes [sys] tomorrow [usr] that's [sys] morning [usr] still [sys] the engineer will give [usr] yes [sys] you a call when he's on his way ok ok [usr] all [sys] thank [usr] right between [sys] you bye [usr] eight and one o'clock that's great thank you bye now bye you were good -huh

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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.com for details alternatively please hold and your call [usr] bye [sys] will be transferred to a customer service advisor we record calls for quality and training purposes [usr] is is anything out of now [sys] good afternoon this is [pii] speaking [usr] right [sys] how can i help [usr] hi i would to we've got a i think drainage blockage because a toilet is backing up and unfortunately it's for my mother who's undergoing chemo but in her within her house at the moment and i wanna try and get this leak as you can imagine leaking through for some reason it's backing up leaking through the ceiling and and whatnot i just wonder what's the speed at which i can get someone out to look at it [sys] it's a residential property is it [usr] sorry residential property yes [sys] any home care cover at all with british gas [usr] no [sys] ok and where is where's the blockage is it a toilet or a drain [usr] it's a toilet but i'm wondering if it is if it's backed up because of a drain [sys] no worries that's fine and does your mum have another toilet she's able to use [usr] she she does have one other but my worry is that that's gonna back it up further i mean there is one that she can use but my worry is that cos it's all it's it's all linked to the same drainage system [sys] ok what's the postcode of the address [usr] [pii] [pii] [sys] and you said that your mom's got health issues and she's [usr] she she's i mean she's she's mo she's mobile just just in a a an 82 year old way [sys] ok [usr] but she is [sys] that's [usr] undergoing [sys] fine [usr] chemo [sys] what's the first line of the address [usr] stable cottage [sys] thank you and can i take a first name please [usr] yes it is [pii] [sys] thank you and a contact number please [usr] [pii] [pii] [sys] was [pii] [usr] [pii] [pii] [sys] thank you bear with me a moment ok it's a blocked toilet it could be during that causing the blockage and ok there's no call out charge the starting price between monday and friday eight and six is 100 and £80 [usr] ok [sys] which includes va t after six is £225 [usr] ok [sys] any additional cost they do let beforehand and they take payment on completion cash or card is that ok bear with me a moment [usr] sure [sys] i can book it [usr] that's [sys] in for [usr] fine [sys] an emergency for today if you i don't because it's an emergency slot i can't [usr] y i mean [sys] the only [usr] when when [sys] thing i can do [usr] you do [sys] is if [usr] when they'll [sys] i can [usr] be able [sys] check [usr] to get [sys] availability [usr] here [sys] and see no i can't there's nothing that's showing i can book the engineer will always call before arriving yes [usr] will you call me be that's fine that's fine don't worry [sys] definitely [usr] someone will be here it's just obviously [sys] no they [usr] the sooner [sys] will call [usr] the better [sys] you before [usr] as you can [sys] arriving [usr] imagine [sys] and you'll receive a text message [usr] always goes [sys] with [usr] everything [sys] your reference [usr] at [sys] number [usr] once [sys] anyway no worries take care enjoy your day thanks bye bye [usr] ok brilliant ok thank you very much thanks cheers bye

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[sys] thank you for call 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 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 you're through to speaking to how can i help [usr] hello there i've got a blocked manhole a plumber has tried to use drain rods to clear it but he said it it well it didn't work and he just said i need a more powerful system jet system i was wondering if that if that's something well i know you do that but how much it would cost [sys] we do [usr] availability please [sys] and what's the post code please [usr] [pii] [sys] [pii] [usr] correct [sys] got you and you don't have a contract for british gas for plumbing and drains [usr] no i don't [sys] no it's a residential property and this drain then is it just blocked or overflowing [usr] the manhole is not overflowing yet it's quite high we lifted up the manhole cover and it's quite high the only reason i noticed it is because one of the drain the drain where the washing machine outlet goes water going to frown it and that's why we knew something was wrong i don't [sys] of [usr] know if that [sys] course [usr] answers your question [sys] no that's fine that's fine i mean what you're looking at cost wise and what we do if it is just a blockage there's you'd be looking at 1 70 including that that's to get it all [usr] ok [sys] cleared get it all free flowing [usr] yes [sys] what we do there's no call out charge an engineer would go out and have a look at it before they do any chargeable work they'll confirm the issue and a fixed price once [usr] ok [sys] you've got that you can say you can go either way if it's a yes it's a cash or card on completion if it's a no there's no charge [usr] ok [sys] i answer to your other question i'll just double check but i think it's gonna be today what's the first line of the address [usr] [pii] [sys] [pii] any medical conditions or vulnerabilities on [usr] no [sys] site are [usr] no [sys] relevant no and [usr] no [sys] your first name please [usr] [pii] [sys] [pii] his her name [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] i've got your best contact number via for you [usr] this one here the mobile which is [pii] [pii] [sys] got you give me 30 seconds [usr] ok [sys] er that was right via between now and six and the engineer will ring you when he's on route give or take half an hour before [usr] that's that's that's really good thank you [sys] no he's not [usr] what you just to confirm they'll give me a price before they start working there's no cost for them arriving here and prior to them quoting the price there's no cost [sys] there's [usr] me [sys] no cost [usr] and [sys] to you [usr] then after that i can see [sys] exactly [usr] how [sys] you can decide once once you've been given a figure [usr] that's lovely [sys] right you you [usr] can [sys] get [usr] you sorry [sys] sorry go on [usr] sorry can you give me what's the ex expect i know this is a really difficult question and you're gonna say you don't know but is there an a normal cost for these things only because i'm having to pay [sys] i [usr] of my own pocket [sys] i mean i if [usr] single [sys] i if [usr] person [sys] i [usr] i [sys] if [usr] just need [sys] it's [usr] to [sys] just a blockage and it'll be 1 70 if i'm going to do it i mean over the dark it's all normal cos it couldn't be anything to be honest all i say we [usr] right [sys] can we'll have a look [usr] ok [sys] and we'll let once we know [usr] all right [sys] right [usr] thank [sys] no [usr] i appreciate [sys] problem [usr] that [sys] see [usr] thank [sys] you soon [usr] you [sys] bye bye now thank [usr] thanks [sys] you bye bye [usr] bye [sys] bye bye [usr] bye

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[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 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 through to dino speaking to [pii] how can i help [usr] hi there i've got a bit of an issue with a toilet that isn't flushing properly and i think it's to do with aaa blocked drain from the house [sys] ok [usr] to the mains [sys] right [usr] i'd someone to come out and have a look please [sys] no problem at all when you said house it's a resident property [usr] yep [sys] do you have a contract with british gas for plumbing and drains or paying as a one off [usr] one of [sys] just a one off what's your postcode [usr] it's [sys] please [usr] [pii] [pii] [sys] have you still got a usable toilet at the minute or not all right what we do then there's no call out charge engineer comes out has a look at it first hand before they do any chargeable work they'll confirm the issue and a fixed price [usr] yep [sys] once you've got that you go either way if you say yes it's cash or card if you say no then there's no charge [usr] ok [sys] now if it's just a blockage no other underlying issue just needs clearing out you'll be looking at 180 including that to do it but as i say engineer will confirm once he's on site go from there [usr] ok [sys] let's have a look at when what's the first line of the address please [usr] his house named [pii] [sys] any medical conditions or vulnerabilities on site anything relevant [usr] nope [sys] no and just your first name please [usr] first name is [pii] [sys] [pii] [pii] and your surname [pii] [usr] [pii] [sys] [pii] best contact number to ring en route [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] right give me 60 seconds then let's see what we get let's see i've got friday friday morning friday afternoon between eight and one or one and six [usr] is there any availability today at all [sys] you said you've got a usual toilet at the minute if you got a usable toilet friday if you [usr] it's [sys] have then then [usr] i don't want to risk it that's the thing i think all of the toilets could end up backing up if i'm not careful and there is five [sys] i mean [usr] in there [sys] if i mean if you got if you got to a situation where you've not got a usable toilet we'll bring it forward the same day anyway but it might never happen [usr] if you can try and put it in today i'd be grateful [sys] no problem no worries all right i'll stick it in for today it's not gonna be an actual slot it'll be anywhere between now and six then and the engineer will give you a ring and he's about half [usr] that [sys] hour away [usr] that's fine [sys] right i'll put in for now you'll get a text confirmation in a minute [usr] brilliant thanks a lot for your help mate [sys] it's seeing 100 but bye bye bye bye

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[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 we record calls for quality and training purposes the current wait time is approximately four minutes thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hive and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a high thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too [usr] all right what time well it's probably soaking it up in the carpet [sys] a boiler that's over 10 years old a new energy efficient boiler could give you more than 20% on your gas bill good evening you're through to british sky services you're speaking to [pii] i'm a solver how can i [usr] i phoned earlier and spoke to a gentleman who's arranged for someone to come and have a look at my hot water tank which has leaked all through my ceiling [sys] right [usr] but i was supposed to get an email to confirm the time because he said between eight and one tomorrow no i haven't had [sys] right [usr] that [sys] right there will be no emails getting sent it would normally be text messages but yes i i'll be able to confirm if the appointment has been booked what's the agreement number just i can check [usr] i haven't got the agreement number can you do it does the other guys do it through my address [sys] yes please what's your postcode [usr] right it's [pii] [pii] [sys] [pii] [usr] [pii] [sys] thank you and what's the house number [usr] it's [pii] [sys] ok thank you just a moment and can i confirm your full name please [usr] yes it's missus [pii] [sys] thank you and your date of birth [usr] the eighth of june 1956 [sys] thank you just a moment and how long ago did you speak to the person or [usr] it's [sys] to the agent [usr] probably around 40 time now it was probably around i know it was after 630 probably about six about 20 to 7 something that [sys] right [usr] and i've received a phone call from a dino plumber as well but he didn't know what time it was that he was supposed to be coming either [sys] right [usr] obviously it's an emergency [sys] of course let me just check the details ok it looks the engineer is already attended [usr] no [sys] but [usr] no [sys] the [usr] he hasn't [sys] the [usr] attended he hasn't attended he's coming tomorrow [sys] right let me just confirm what date this is 21st of december that's today i don't know 740 ok they just left a note on their notes saying customer not present the engineer left a note saying customer [pii] present [usr] well i rang him back [sys] right [usr] no no no engineer has been here ok i've got to have an engineer tomorrow i was told by the guy i spoke to before that an engineer would be coming between eight and one tomorrow but i haven't received confirmation of the time that he's coming [sys] right i mean what i'll do i'll try to see if i can get hold of this engineer just to find out what's happening otherwise if if you if you're not expecting him to come today as he's already been based [usr] he [sys] on his [usr] hasn't [sys] notes [usr] been [sys] then [usr] he hasn't been he hasn't been at all i've only received a phone call from a plumber ok [sys] right [usr] he hasn't [sys] and [usr] been to [sys] that [usr] my house [sys] right he's he's left a note saying that the customer is not present i'm not sure what conversation he would have had with you but i'll just call him see if i can get him just now just to find out what's happening because he's left that note it's an emergency he's he's left a note saying he's responded customer is not present today i just need to find out from him if that's a job we need to reschedule for tomorrow then we need to book another appointment for tomorrow you [usr] well [sys] know just [usr] it's an emergency [sys] that someone [usr] i've got water coming through my ceiling [sys] of course and and that's why these engineers tried to to come out today but he said customer [usr] no [sys] not [usr] he [sys] present [usr] hasn't tried no no no listen listen he has not tried to come out today right he has phoned me to ask me what is happening with my water tank ok i've got a phone call he has not been to my house ok he has not been here to look at the problem he has just spoken to me on the telephone and i said that someone was i was told when i phoned earlier on at at quarter to seven that an engineer would be coming out between eight and one tomorrow the 22nd i then received the phone call from the plumber who asked me what the problem was exactly and i said well someone will be coming out tomorrow and he said is that what you've been told and i said yes all right but a plumber has not been here at all ok i want confirmation that a plumber is coming between eight and 12 or eight and one tomorrow i need confirmation of that that someone is here [sys] hello can you hear me [usr] hello [sys] can you hear me [usr] perhaps i should speak to another engineer or another person because you're not listening to what i'm saying i need confirmation that someone is gonna come out to me tomorrow between eight and one because i've got an emergency here [sys] right and and that's why i'm gonna call the engineer first just [usr] ok [sys] to find out what happened just because the job's already been booked and that engineer said they've turned up it's an emergency [usr] no [sys] and [usr] no [sys] an engine [usr] no no one's turned up no one has turned up here [sys] and [usr] all [sys] and [usr] right [sys] that's [usr] it was [sys] why [usr] a phone [sys] i wanted to stick [usr] call [sys] right and that's why i wanna speak to him just to find out what's happened because [usr] ok [sys] it's if it's an emergency if it's an emergency it's important that they can attend to it as soon as possible let me speak to him and i'll come back to you shortly ok [usr] well it was agreed with him on the telephone that he would be coming out tomorrow but he didn't say what time but the guy that i spoke to on the phone said that it would definitely be between eight and one tomorrow [sys] tomorrow the 22nd [usr] yes [sys] right because let me just double check this right there's no job for the 22nd for tomorrow if the job needs getting booked then ju it's important that we can have that on the system just because a as it is just now there is no indication of any any jobs available for tomorrow [usr] well it's [sys] there [usr] a good [sys] is no [usr] thing i rang then wasn't it [sys] of course absolutely because if you've already spoke to the did you speak to the engine the to the plumber today [usr] i spoke [sys] and [usr] to [sys] he [usr] some i spoke to someone at your number at quarter to seven this evening and then i got a phone call from a plumber from [pii] his name is [pii] and i've got his phone number and the he s he asked me exactly what was wrong with my water tank and i had a discussion about that and i said are you coming between eight and one tomorrow he said if if that's what you've been told i i thought well that's funny and then i realized that i hadn't had a message confirming the time of the engineer's arrival i haven't had a text message confirming it [sys] right i think based on this it would seem there is a miscommunication because if he's just said well if that's what you've been told then he's just written off the job for tonight saying well it's an emergency or or or it's a job for tomorrow that's what the customers been told and then yourself you've not gotten any confirmation you said and that job because it's an emergency our engineers are based on the nature of the emergency sometimes we have to turn up as soon as possible based on what's been reported it looks [usr] well [sys] this [usr] i know [sys] job [usr] it's not gonna i know it's not gonna be tonight i'm we've gone along with that but we need someone tomorrow for sure to sort this out because i've got people coming for christmas [sys] of course let's see if we can get someone out tomorrow let me just get the details of the other job which was previously booked and then see if we can get that rearranged just a moment water leaking from hot water tank through the ceiling right just a moment [usr] ok i'm still here [sys] ok cannot contain ok tomorrow between 8 a.m. and 6 p.m. the engineer would arrive to get this sorted [usr] be between eight and one [sys] between eight and six [usr] well i was told between eight and one [sys] right i'm i'm not privy to that conversation but the appointment we've got just now is 8 a.m. to 6 p.m. but i can put it on the notes the engineer is able to prioritize i can put it on the note saying the customer prefers between eight and one just [usr] right [sys] that they try to accommodate that for the appointment [usr] right [sys] availability we have something for tomorrow between eight and six i'll just add that to the notes just the engineer can use that [usr] ok [sys] as a as a reference [usr] ok if if if if if it has to be that but if you can put the note on to say that i was originally told between eight and one will i get a text message this time [sys] this is a fresh appointment you should get a text message [usr] right and what number are you sending that to my phone number that you've got fair [sys] i'll i'll check that with you shortly let me just add the notes and then i'll come to the numbers page and i'll confirm that just a moment [usr] ok [sys] ok what would be the contact number [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] o [pii] [sys] all right just a moment ok that's been booked now you should get a text shortly and [usr] right [sys] the reference the reference number for the job is d for delta y [usr] hold [sys] for yankee [usr] on a minute i need a piece of paper [sys] all [usr] hold [sys] right [usr] on [sys] alright take your time [usr] hold on [sys] no problem [usr] not a piece of paper thanks bye sorry what's the reference [sys] it's d for delta y for yankee [usr] sorry can you say that again [sys] it's dy d for delta y for [usr] dy [sys] yankee dash whiskey oscar wo [usr] whiskey oscar [sys] huh dash 371 [usr] 371 dy dash wo dash 371 [sys] huh and then nine double 02 [usr] nine double 02 [sys] that's right [usr] right that's my reference for the job [sys] that's correct about a in a short while you should get a text message and that will confirm the appointment for you as well tomorrow the engineer would arrive and get this sorted ok [usr] ok i hope ok what's your name love please [sys] it's a [pii] [usr] sorry [pii] [sys] that's correct [usr] ok [sys] all right i'll i'll i'll [usr] ok [sys] also raise some feedback just we can improve the service just because of the nature of the miscommunication just in in case of next time things are a little bit smoother ok just we can improve the service [usr] all right then ok [sys] all [usr] thank [sys] right [usr] you [sys] you're welcome [usr] ok [sys] have a lovely evening yourself [usr] ok thank you bye [sys] bye bye

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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 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 thank you for calling dino [pii] speaking how can i help [usr] hello i was wondering if i could book somebody to come and probably unblock our drains we live in rusting [sys] what's [usr] i can give [sys] the post [usr] you the postcode [sys] code i'll check [usr] do you cover that area it's [pii] [sys] i should imagine we do but let's have a look [usr] near little [pii] [sys] we do cover that area yes let's have a look and is it a commercial or domestic [usr] right [sys] property [usr] ok [sys] mystic and do you have british gas home care cover for [usr] ohh [sys] plumbing [usr] no it's [sys] and [usr] domestic [sys] drains no no problem can i just take the house number as well please [usr] no no [sys] number 20 let me see if i can find it [usr] 20 [sys] just bear with me my computer is very slow [usr] that's [sys] is [usr] right [sys] that hello hi can you hear me right good is that [usr] hello [sys] [pii] [usr] hello hello [sys] and if [usr] i [sys] i could take [usr] lost [sys] your first [usr] you then [sys] name please [usr] i can now [sys] [pii] and [pii] [usr] it is [sys] if i could also take a your surname sorry [usr] er it's [pii] [sys] but and if i could also take a contact telephone number please [usr] [pii] [sys] [pii] right let's just save all that and what issues is it that you're having [pii] [usr] yep [sys] all right ok is it causing [usr] i think [sys] any issues [usr] our drains [sys] in the house [usr] are [sys] with [usr] probably [sys] sinks [usr] blocked [sys] or drains [usr] the water's [sys] toilets [usr] not running [sys] not [usr] away [sys] no [usr] very [sys] ok [usr] well in the drain that we can see [sys] and is there anybody at the property who would be considered vulnerable no [usr] no [sys] no problem [usr] no no [sys] right well let me just get the appointment slots up [pii] let's see what we've got [usr] not [sys] ok [usr] really [sys] right bear with me while i just load up [usr] ok i'll go to my calendar [sys] here [usr] right [sys] we go right let's have a look let's see what we've got i i could send somebody this afternoon if you're available it'd be be between now and six o'clock ok no problem [pii] let me explain how it all works [usr] ohh could you [sys] the engineer will [usr] ohh [sys] come out this afternoon obviously they'll have a look at what the issue is [usr] that would be [sys] and [usr] fine [sys] once they've [usr] thank [sys] done [usr] you [sys] that they'll give you a quote now hello hello [usr] all right [sys] right i don't know what's going on right ok the engineer will come out they'll have a look at what the issue is and once [usr] right [sys] they've done that they'll give you a quote now if you're happy [usr] hello [sys] with the quote they'll obviously do what needs to be done [usr] hello [sys] and you can pay [usr] i [sys] the [usr] keep [sys] engineer [usr] losing [sys] at the end via [usr] you [sys] cash [usr] i got [sys] or card [usr] you again [sys] if for any reason [usr] no [sys] you don't want to go ahead you can say no and if you do say no you don't pay anything because there's no call out charge but what i can tell you is is that if you do decide to go ahead prices start at 100 and £70 including [usr] right [sys] va t is all of that ok right let's get that booked in then bear with me no of course not no no well exactly it could be a whole of a mess then couldn't [usr] you're [sys] it [usr] right right [sys] there there you go [usr] that's [sys] [pii] [usr] lovely [sys] that's all booked in for this afternoon and the engineer will [usr] you [sys] give [usr] can't [sys] you a phone [usr] have a block [sys] call [usr] drain [sys] when [usr] can [sys] they're [usr] you [sys] on their way to you ok [usr] don't want it coming [sys] pleasure [usr] up the toilet [sys] very welcome take [usr] -huh [sys] care [pii] bye bye [usr] lovely lovely thank you very much thank you thank you bye bye bye

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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 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 afternoon you're through to [pii] at how can i help [usr] hi i have an ongoing problem with the drainage in my ensuite bathroom there seems to be some blockage i can't tell you where between the basin and the toilet the toilet it's working sometimes and sometimes it's not it's not draining if you see what i mean [sys] ok do you have british gas and care cover [usr] no i don't [sys] ok and is it a domestic property where you live or commercial [usr] it is domestic [sys] it's your home address where you live in regards to the problem at the property what's happening [usr] ok i'll tell you what it is it seems to be erratic ok earlier this year i had the same problem where the the sink the basin didn't drain or it drained very slowly ok and then what i was also finding was when it dr when the sink wasn't draining you could see the water coming up through the toilet do you see what i mean the toilet bowl was filling up but it does [sys] right [usr] even [sys] ok [usr] even it does eventually drain away but it's getting worse i did put drain cleaner down mister muscle didn't make any difference earlier in the year when i had this problem i had a plumber come out and they were the ones who said to me if you have the problem again called dino rod what he did was he put industrial grade drain cleaner down and it did seem to do the trick for six months but it's the problems come back again [sys] ok where abouts is the the the [usr] it's [sys] problem [usr] my it's [sys] is [usr] my [sys] it your toilet [usr] it's my ensuite bathroom no the problem is with the basin and the toilet [sys] ok the basin and the toilet are both blocks [usr] but they're not that's the thing they're not draining properly i wouldn't call it [sys] ok [usr] blocked ok [sys] slow [usr] because [sys] draining [usr] they're draining very very slowly and something's up that's why i need you to come and look at it [sys] ok it happened six months ago as well [usr] yes correct fixed [sys] ok [usr] itself and now [sys] i've got basic [usr] it's [sys] ok we've got basin and toilet slow draining half six months as well is there on the toilet in the property [usr] no no i've got two others and [sys] ok [usr] they're all working [sys] and are the [usr] and [sys] other [usr] they're [sys] two [usr] they're [sys] toilets [usr] all working fine [sys] ok free toilet [usr] and the other and the other intriguing thing is i've got a shower right in this ensuite and that's working fine as well [sys] different probably right ok in regards to what the problem is with it being a domestic property chances are the appointment will have to probably be a a weekday appointment between monday [usr] that's fine [sys] and friday price [usr] that [sys] wise you'd be looking at about 100 and £70 which includes the va t for unblock [usr] ok your call out charge is 100 and 70 [sys] for us to come out to the property clear the clear the problem and investigate it's 100 and £70 which [usr] ok [sys] includes [usr] all [sys] a va [usr] right ok [sys] ok and what's [usr] and [sys] your post code of your address please [usr] sorry go on carry on [sys] what what's the postcode of your property [usr] ok it's [pii] [pii] [pii] [pii] [sys] thank you ok you've not got british [usr] no i haven't [sys] i don't [usr] got [sys] think [usr] british [sys] i cover [usr] gas [sys] the property [usr] no [sys] let's have a look 0 40 area we are taking on work what i'm gonna have to do is some information from you we've got domestic property anyone vulnerable in the property relies specifically only on that toilet and that facing [usr] no [sys] ok and what's the first line of your address [usr] ok it's [pii] [sys] thank you can i take your full name please [usr] ok it's [pii] [sys] [pii] [usr] [pii] and the surname is [pii] [sys] your name is [pii] [usr] my first name is [pii] my surname is [pii] [sys] thank you and your best contact number [usr] ok i'll give you my landline and my mobile all right it's [sys] which one is the best one [usr] ok mobile [pii] [sys] [pii] [usr] [pii] [pii] [sys] [pii] it'll just be one moment while i go on to the other screen and then i'll be able to take [usr] ok [sys] your landline number as well one moment [usr] ok ok [sys] ok what's your landline number as well [usr] [pii] [pii] [pii] [sys] you ok it'll be moment i'm just pulling up the diary for that area it's just generating now to find out what the availability is it just takes [usr] ok [sys] a few minutes [usr] ok [sys] for it to generate [usr] ok [sys] ok in regards to availability it's quite well it's quite good in this area i've got morning and afternoon appointments monday to tuesday monday to wednesday morning is eight till one afternoon is one till six [usr] do you think you could do monday afternoon perhaps [sys] monday afternoon on the 18th i can do one till six [usr] do what do what no can i just say might you be able to do the morning i'll tell you why i'm having my boiler service i've got to stay in anyway i don't at least then i'll be home between eight and 12 what time are you giving me [sys] just give me one moment because i'll have to go back on the system monday the 18th i can do eight for one [usr] that sounds good can i take that [sys] let me just change that appointment ok that's monday the 18th between eight and eight and one the engineer will give you a call when he's on the way to the property once work's all been completed it's payment upon completion and the engineers can take card payments [usr] brilliant ok that sounds great [sys] what [usr] and you [sys] what [usr] said 100 and 100 and £70 right [sys] 170 which includes the va t as well [usr] ok thank you that's great thanks [sys] all [usr] very much [sys] right [usr] ok [sys] take [usr] bye [sys] care bye [usr] bye [sys] bye [usr] bye

8Sale

[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 our plumbing 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 customer service advisor we record calls for quality and training purposes welcome to dino my name's [pii] how can i help [usr] hello yes i've got a problem with my toilet and shower when you [sys] nothing [usr] flush the toilet the water is coming up through the shower block i've had the person [sys] right [usr] out who treated our new shower last year and they recommended me to call you to see if we could come [sys] ok [usr] out today and sort it out please because he thinks it's a blockage further down the line [sys] ok certainly sounds it's further down causing it to come back up again through the lowest point which unfortunately will be a shower but we should be able to try and have a look at that for you is it something you need to pay for or do you have british gas cover for your trains [usr] i will i'll be paying paying [sys] just [usr] for [sys] need [usr] it [sys] to pay for it ok no problem at all and do you just have the one toilet and shower in the house [usr] yes i do [sys] or have you got [usr] i've only got one toilet and it's quite an urgent matter because i've got a disabled son who has crohn's i need a to [sys] right [usr] functioning toilet [sys] no that's fine no problem it was only just to give us an idea as to whether it's one set of facilities affected or multiple [usr] no [sys] but [usr] it's [sys] if you've only [usr] just [sys] got [usr] one [sys] one [usr] toilet [sys] and you've [usr] and [sys] got [usr] shower [sys] then we won't we wouldn't no that's fine no problem and have you noticed any issues with basin in the bathroom or [usr] no [sys] anything [usr] the sink's working [sys] was it [usr] perfectly [sys] no that seems all right does it right ok no worries let's grab some details then and we'll get it booked in as an emergency request for you and what's your postcode there [usr] it's 19 [sys] yep [usr] nine qq [sys] ok do me one moment i'm just getting into here and what's the first line of your address [usr] it's [pii] [sys] i'm gonna wow i'm just gonna need to load everything up it assigns it to the right local team and you own your own property do you own it as well as live in it you don't [usr] yes [sys] rent or anything [usr] own [sys] i [usr] it [sys] assume no problem we go and if i could just take your name [usr] my name's [pii] [sys] okey doke we go i'm saying those ok the next screen and let them know what's happening i can't hold on and then of the what we got let me go up that's right ok let me go put that in me a moment to can get assigned to the right type of engineer and no we don't have another toilet it needs to be in [pii] there we go and what's the best contact number for yourself [usr] it's this mobile number [sys] ok no worries i can grab that from the other screen here we've got [pii] does that sound [usr] that's [sys] familiar [usr] correct [sys] wonderful let me go put that one in that perfect what we'll do is as i say goes through as an emergency request normally anyway obviously i've put about his medical issues for it [usr] lovely [sys] is there any is there any other vulnerabilities you'd the engineer to be aware of mobility issues or anything that [usr] i've got health problems myself but i i am mobile and i've got my other son who's got a broken leg which [sys] right [usr] is that i had an operation on we're pretty well [sys] dear no [usr] bit [sys] that [usr] of a stressful [sys] was [usr] moment [sys] dear all right let's put this into here what i'll do is get this straight over to the local team for you now as i say [usr] lovely [sys] go through go through with the immediate request for them they'll see it straight away engineer will normally give you a ring 20 minutes half an hour before they to arrive just to let they're on their way but they shouldn't be too long [usr] please [sys] could normally [usr] would [sys] be done as a fixed cost [usr] right [sys] as long as it's just a normal debris build up there's not damaging a drain or anything then it's fixed hun £180 including va t you don't pay anything [usr] ok [sys] till the end though you can just do it with a card or cash with the engineer once everything's done and dusted for you but as i say worry about that after get it sorted for you first and then but as i say we shouldn't be long you'll get a text in a minute just [usr] bye [sys] confirming it you shouldn't need the text for anything it's just a confirmation but it's got the local team number in there if you need it [usr] lovely [sys] but it shouldn't be long we'll give you a bell on the way all right [usr] ok thank you very much for your help thank [sys] you're [usr] you bye [sys] welcome [usr] bye [sys] cheers bye bye [usr] sorry

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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 you're through to [pii] speaking how can i help you [usr] hi there my name is i'm calling from the engineering quest we've got a guy that's we're installing a new toilet function in our in our factory he installed the urinal but when he's trying to see the drain drainage of the water it fills up a little bit and it takes ages to to go down i don't know [sys] right ok no worries it takes a while to train it's not obviously lined up properly or there's something in there that's blocking that's fine have you used before [usr] i'm not entirely sure [sys] ok [usr] if i'm honest [sys] no problem what's the postcode of the site [usr] it's [pii] [sys] [pii] just bear with me [usr] no worries [sys] there's no british [usr] make up [sys] gas prominent drains cover on the property cos you're a commercial i believe ok what's the first line of your address please [usr] it's [pii] and and then and then you start the morning great [sys] just bear with me [usr] correct [sys] and you said the company [usr] no worries [sys] was the engineering quest [usr] that's the one [sys] and what's the best contact name for the site would it be yourself ok what's your name [usr] my name is [sys] ok and what's your best contact number [usr] it's [pii] [sys] [pii] [usr] that's the one [sys] there's rubber to that can be used on site at the moment are there other toilets [usr] sorry [sys] that can be used [usr] yes there's other toilets can be used no problem [sys] i'm just making some notes for the office just bear with me [usr] no worries [sys] ok what i'll do i'm gonna send this through to the office now local office they're gonna have a they'll probably contact you well they will contact you directly just to organize a visit with the time that's better for yourself and then they can discuss options over the phone but in terms of pressure they need to have a look at it first obviously just to to know what's going on with it but right [usr] no problem [sys] i think that's all i need off you i'll send that through now just bear with me ok what i'll do is i'll i'll put it through now and what i'll do is i'll give you the number for the office as well if you haven't heard but i'd probably say by m maybe midday today give them a call and they should be able to discuss this regarding this it's excuse me [pii] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] i say they they should get back to you as soon as possible [usr] [pii] [sys] but just in case give them a quick call and they'll be able to discuss it with you over the phone ok not a problem have a good day ok [usr] no [sys] bye [usr] thank you very much all right take care bye bye

8Sale

[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 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 players to dino british gas speaking how can i help [usr] hi i booked earlier this morning i booked a thing online to to get an engineer out and i haven't had an email or any phone call or anything that i just want to double check that i did it correctly [sys] sure what's the post code [usr] [pii] [sys] [pii] [usr] [pii] [sys] and the address please [usr] it's [pii] [sys] and what name is it under [usr] it will be under my mother's name missus [pii] [sys] it's booked in for today [usr] perfect thank you what what's next i just wait for somebody to call them [sys] engineer will call when he's on his way [usr] ohh perfect thanks very much that's great [sys] take care bye now [usr] cheers now bye bye

8Sale

[sys] thank you for calling dial 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 did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're speaking to [pii] at how may i help [usr] hello can you hear me can you hear me [sys] i can yes [usr] you can i can't hear you very well we have a problem can you hear me [sys] i can yes fine [usr] ok we have a problem in the fact that when we flush the toilet the contents is backing up we've looked in our our inspection chamber and that's full up of water and debris and everything and we've tried using some rods we've got rods and we've tried using them for quite a while and we're hitting something and we just can't seem to clear it and the problem is we've only got one toilet [sys] all right ok we can raise a job for someone to come out and see what they can do we charge 100 and £80 to clear a standard blockage assuming there's no damage to the drains is that ok [usr] could you just bear with me a minute [sys] certainly [usr] please and i'll just check with my partner is it just just bear with me [sys] certainly [usr] a minute thank you [sys] hello [usr] hi there hi just bear with me a minute you're on the mobile and i just want to i'm not always the best at relaying information there you said it was 100 and 80 for the call out and you said providing there was no damage [sys] it's 100 [usr] to the [sys] and 80 to do the job assuming there's not damage to the drain [usr] yes [sys] assuming there's not something more serious going on but normally you'd expect to pay 100 and £80 to clear the blockage both inside and outside [usr] ok just bear with me it's 100 and £80 to clear the to to clear the blockage that's obviously both inside and outside assuming that there's no no damage no more serious damage to the to the to the ground in the book there's a blockage because there's a blockage [sys] ok [usr] i put you on speaker hello there sorry i'll get that sorry [sys] all right [usr] i [sys] ok [usr] i can't come in the house cos i've got yuck all over me i understand i understand 100 [sys] i was just [usr] what [sys] saying the charge [usr] was the other [sys] is [usr] piece [sys] normally [usr] you were trying [sys] 100 [usr] to explain [sys] and £80 [usr] to my partner [sys] assuming there isn't something more serious going on collapsed drains et cetera i mean that's what you'd normally expect [usr] right [sys] to pay [usr] ok [sys] obviously if there was something more serious we may not be able to clear the drain if if the drain had collapsed but i mean hopefully it wouldn't have done but there's always that slight risk [usr] ok and then when my partner [sys] i'd have [usr] well [sys] to raise a job [usr] would [sys] it'll be tomorrow [usr] to know when [sys] at the [usr] would [sys] soonest [usr] you be able to come out blood no it is yes please [sys] ok [usr] then i think [sys] can [usr] we're [sys] i take [usr] going to [sys] the [usr] have [sys] post [usr] to [sys] code [usr] we're going to have to do that please yes it's n hang on i've gotta take you off speaker it's [pii] [sys] on the first line of the address [usr] it's [pii] [sys] and that's a private residence i take it do you have any british gas home care cover for plumbing and trains [usr] it is yes [sys] and your name is [usr] no well i'm his partner my name's [pii] and the surname is [pii] spelled [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] ok [usr] er [sys] can i take a contact phone number [usr] yes it's the one you're phoning on it's [pii] [pii] [sys] yes [usr] [pii] [pii] [sys] only [usr] my [sys] if we think [usr] partner's [sys] there might be [usr] wondering [sys] a problem [usr] do you put a camera [sys] something [usr] down [sys] more than just a blockage [usr] to see what the problem is cos [sys] yes [usr] my partner's normally pretty good at clearing [sys] right ok well if you ask [usr] the [sys] them to [usr] using [sys] they should be able [usr] the [sys] to [usr] rods [sys] have a quick look [usr] but [sys] with the [usr] we're [sys] little [usr] not [sys] camera [usr] having any success [sys] on [usr] this time [sys] the rods just to see what's going on they'll probably jet the drains initially to try and get them clear and [usr] ok [sys] then they can put the rod down and see if they what they can see see if there is any damage [usr] it ok [sys] just raising this now for you it won't keep you too long anybody with any vulnerabilities at the address anybody either very elderly ill or disabled no [usr] well what do you mean by vulnerabilities no no [sys] we may be able to get somebody out to you today do you want me to try and do that that's what i'm gonna i'm gonna book this for you but i'm gonna speak to the local office just to double check that they can do [usr] yes [sys] it because [usr] please [sys] it's cutting it pretty fine now today but they might be able to i say it's cutting it pretty fine now because it's quarter to four now but if you're ok to hold [usr] it's [sys] i will [usr] what [sys] speak to the local office [usr] it is what [sys] i'm [usr] well that's [sys] just [usr] cos [sys] gonna put [usr] we [sys] you on hold while i speak [usr] that's [sys] to them [usr] cos [sys] if that's [usr] we've [sys] all [usr] been [sys] right [usr] spending all the time trying to unblock it but [sys] just bear with [usr] that [sys] me [usr] would [sys] while [usr] be [sys] i find [usr] helpful [sys] it contact for them [usr] that's great thank you [sys] right i'll just put you on hold now that's great [usr] thank you [sys] dino is the uk s expert repair service offering fast professional solutions to building minutes problems [usr] i get you outside soon hi funny [sys] our comprehensive plumbing [usr] hey [sys] and drain services are available across the [pii] 24 hours [usr] hello [sys] a day 365 days a year provided by local teams of highly trained and equipped [usr] good [sys] engineers [usr] i say to my look outside soon good girl ok hey [sys] whatever your problem or situation an expert dino engineer will visit your home or premises and provide a quote free of charge and without obligation hello thanks for holding for me they can't get to you today unfortunately but they said they can be there between eight and one tomorrow eight o'clock in the morning [usr] no [sys] and [usr] problem [sys] one o'clock is that all right [usr] between what time hey ok [sys] well i mean the chances are it won't be eight o'clock chances [usr] y yes [sys] are it will be after nine but you [usr] yes [sys] know it it's [usr] would [sys] possible [usr] better if you could [sys] it [usr] say [sys] could [usr] nine [sys] be [usr] o'clock [sys] i mean i could put a note on [usr] if [sys] saying after nine o'clock if you no problem i will put a note on to that effect [usr] after nine [sys] yes [usr] would be easier a lot easier please [sys] you're welcome thank you bye can pay by cash or card [usr] between [sys] on completion [usr] nine and one tomorrow [sys] thanks you [usr] that's [sys] can pay by [usr] great [sys] cash [usr] thank [sys] or card [usr] you very much [sys] on completion [usr] thank you thank you bye [sys] thank you bye [usr] pardon ok that's great thank you very much thank you bye

8Sale

[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 we record calls for quality and training purposes the current wait time is approximately seven minutes thanks for protecting your home british gas our nationwide team of expert engineers are always on hand to help and we're [usr] being [sys] here [usr] a landlord [sys] whenever you need [usr] is [sys] us [usr] just about you don't talk about that big without coming [sys] did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hive and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a high thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too want a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bill think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit it's quicker and easier to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date [usr] all that stuff just to work with i think that [sys] did we [usr] once [sys] can cover [usr] it will [sys] your home electrics kitchen appliances and plumbing and drains too ask us about upgrading your cover today [usr] it is something ok [sys] hi you're through to robia british gas how may i help [usr] hello i have british gas who's plumbing but it doesn't apparently it doesn't cover showers [sys] it doesn't no sure but the plumbing and drain cover does it include showers [usr] but they said that i could book a plumb because what i need is a the a heating valve replaced where you you change the temperature of the shower and that just needs replacing i bought the the part that needs doing but i just need somebody to replace it they said i could book somebody to come and do it but i'll have to pay for it even though i've got cover do [sys] if [usr] you [sys] it [usr] know what [sys] is [usr] i mean [sys] it a part towards the is it the part for the shower though the the valve [usr] yes well it's part of the shower the shower valve yes [sys] yes that would be the case even though you have the cover because we don't touch anything that has to do with showers on their part if you did want us to do it then yes there would be a charge possibly for the for the repair [usr] ok do how much that charge would be [sys] i don't i'm afraid i'll have to pop you through to the right team that they'll be able to check that for you [usr] ok [sys] let me do that for you all right i'm just gonna pop you on hold while i transfer you through to them now thank you [usr] ok [sys] dino is one of the u k's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help good afternoon you're through to time [pii] speaking how can i help [usr] yes hello i with you guys cover for plumbing and things but cover showers that part but the time i still booked this is [sys] struggling struggling to hear you there [usr] are you ok hang on let me just change just one sec is that better now [sys] how can i help [usr] i've got co i've got british coast cover that includes plumbing but you don't [sys] right [usr] cover shower on their parts but they said that i could book somebody to come ba to change the heating heating thermostat control on a shower unit i've got i've bought the spare part it just needs to be replaced over and i had [sys] right [usr] an engineer [sys] ok [usr] here and they said it's a very simple thing of just [sys] ok [usr] swapping it over [sys] i'll i'll just get you to to my colleague it won't be a moment db gone [usr] are you are you gonna transfer [sys] thanks for protecting your home with british gas on nationwide good day you are through to tell me i am a salva british gas how can i assist you today [usr] you're the fourth person i've spoken to now i hope you can i've got british gas cover are you are you diner [pii] [sys] no this is the home care department but i can help you if you need a dino rod engineer no worries [usr] yes i've got the cover but i need a specific job doing that apparently if the cover doesn't doesn't cover i need to have a temperature thermostat on a shower unit replaced [sys] ok [usr] it would to cover it apparently it's a chargeable thing but [sys] job [usr] they can still yes but they can still get somebody to come and do it but i'll have to pay extra for that [sys] you would need to speak to [pii] or directly i'm going [usr] i've [sys] to [usr] i've [sys] put [usr] speak [sys] you through [usr] spoken [sys] now [usr] to them and they keep putting it around the circles ok put me back through to the fourth person i've spoken to they i don't know why they put me they have five minutes the clouding our [sys] you're through to [pii] here at [pii] how can i help [usr] yes hello sorry you're the fifth person i've spoken to now before you put me back on to somebody else hopefully you can help me i've got british gas cover for plumbing but it doesn't cover shower units [sys] ok that's fine [usr] right but they said that i could book an engineer what i need is the heating thermostat control replace our i've got the spare part i bought the spare part and they said it's just a simple matter of swapping it over but and [pii] can do that but i would have to pay extra for that [sys] it would be chargeable works if it's not covered on your home care policy [usr] ok [sys] that's correct [usr] i'm just trying to find out how much that would be and when i could book that in [sys] it would be quoted works the engineer would have come to site quote the work for you and provide that to you and then if you're happy [usr] ok [sys] they'll go ahead if not you're under no obligation [usr] right ok can i do that can i book that in [sys] yes certainly let's have a look and what's the postcode please [usr] it's [pii] [sys] yep [usr] [pii] [sys] that's fine [usr] but next door [sys] and the first line of the address [usr] [pii] [pii] [sys] ok [usr] that's next door [sys] [pii] [usr] [pii] that's what i say [sys] all right that's fine and it's a domestic property it's your home is that correct [usr] it is it is it is [sys] and just confirm your name for me [usr] [pii] [sys] and would it be yourself that's at the property when the engineer arrives [usr] yes yes it would [sys] and what's the best contact number [usr] the one i'm on now which is [pii] [pii] [pii] [sys] ok [usr] that's not there at the moment because i think we're weird the whole family's come out one sec it's [pii] [sys] and is there an email address that you're happy to provide [usr] yes [pii] [sys] yep [usr] [pii] [pii] [sys] yep [usr] [pii] [sys] ok that's fine and as you said it's just that thermostatic valve that you just need to be replaced [usr] exits [sys] ok [usr] then i've got the part already [sys] perfect that [usr] the [sys] was [usr] engineer who did come out before to check it out said it's it's quite an easy quick job but how hard it is to get another plumber out as i've got i'm going to you guys [sys] fine and is there anybody on site with any vulnerabilities or disabilities that we might need to be made aware of [usr] no no no [sys] ok that's fine and hot water and heating are they working at the moment or are they not working [usr] no they're not working the hot water on that unit is not working [sys] ok [usr] that's why it needs replacing [sys] definitely ok i'm just gonna load up our availability now and see when we're able to attend [usr] ok [sys] for you ok alright the next availability i have at the moment it would be tuesday tomorrow as an all day appointment between eight and six [usr] ok ok can i i can't do a a morning or an afternoon even if it's a day or two later [sys] i'll have a look for you see if we have that available [usr] pref preferably a morning i think [sys] but i don't i'm afraid i've just got all these slots [usr] ok [sys] and [usr] all right do let's do all day tomorrow then [sys] get that booked on now for you the engineer will give you a courtesy call when they're on their way to the property as well because i appreciate between eight and six is a big window they do make contact with you just to narrow that down that time a little bit [usr] ok do they sorry do they call in the morning and do that or when or just [sys] it [usr] before they come in or [sys] it would be when they're on the way to the property when they're a bit more local and in the area they give you a call just to let how long they'll be and you get a text message as well [usr] right ok [sys] in the next few minutes just to confirm the booking [usr] ok [sys] with us as a confirmation ok [usr] all right then [sys] is [usr] ok [sys] there anything else i can help you with at all at the moment or is that everything [usr] no that's that's fine thank you [sys] ok well thank you very much for your time that's all booked on now for you and have a wonderful [usr] thank [sys] day [usr] you thank you you too [sys] bye now [usr] hi

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[sys] hello thank you for calling dinah rod central london please note that calls may be recorded for monitoring and training purposes hello [pii] [usr] hi there i was wondering i've got an issue with a a blocked toilet and it doesn't seem to be draining and when i think it it's going into into the bath [sys] ok what's your post code please [usr] it's [pii] [sys] unfortunately we don't call the area let me give you the correct office number [pii] what's the number you said sorry [usr] [pii] it's in [pii] not too far [sys] let me give you this number [usr] brilliant [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] and then [pii] [sys] yes that's correct [usr] brilliant and is that is that all done rod [sys] yes [usr] a local [sys] local [usr] ok [sys] office yes [usr] brilliant thank you much [sys] no problem bye [usr] fine

8Sale

[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 service did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good evening you're through to my name is [pii] how can i help [usr] hello i'm just ringing up for a price i got a block drain er outside my house [sys] ok [usr] and i i think it just needs sucking out and blowing through just speaking to the neighbors it runs under the house and goes to man out the back [sys] right ok and it sounds it we're talking about domestic properties as opposed to commercial [usr] domestic [sys] are you the homeowner [usr] yes [sys] ok we do have a couple of local offices struggling for training the engineers at the moment do you mind it's only a couple of nationally do you mind if i just check that first could i take the postcode and make sure that's not going to be an issue [usr] that's fine it's ex 15 one jj [sys] that's echo x-ray 15 ex 151 juliet juliet one jj bear with me one second i'll just check that don't think it should be a problem you don't think it's a shared drain do you by the way you you mentioned neighbors [usr] they're funny houses i'm on the property on the right the property on the left their gutters goes to mine then down a drain pipe and then there's a garage of mine then there's a garage of the neighbors to [sys] right [usr] the right of me which is detached and then there's a drain pipe in the middle of the two garages but speak to the other neighbors they seem to be soap away off the garages but it's a main [sys] ok [usr] drain off [sys] and [usr] the front [sys] where do you [usr] of the [sys] think [usr] house [sys] the blockage might be i mean you might not know but have you got a guess [usr] well at the [sys] ok [usr] bottom of the pipe i guess or on the bend cos i think it it goes down about 2 [sys] right [usr] 3 ft and then it must bend [sys] ok [usr] and then go under the proper under [sys] i'll certainly [usr] through [sys] be able [usr] garage [sys] to give you a price but also if you do suspect that a shared drain is is is regardless of what it doesn't matter what it's running underneath what property or land it's running underneath whenever one person's waste enters a pipe where another person's waste is also in that pipe or carried by that pipe that becomes a shared drain and it and therefore in the first instance it's always best to check with the water board because we would be charging for a start the water board for unblocking shared drains you've already paid for it for your water rates that you might want to bear that in mind but [usr] right ring [sys] y [usr] ring up the water [sys] it [usr] company [sys] effectively [usr] and then they might do [sys] on [usr] it for [sys] the night [usr] free [sys] it would [usr] obviously [sys] be free [usr] well part [sys] as in [usr] of their [sys] you've already paid through your water rates if it is if they agree it's a shared drain and they have taken it on as a shared drain if if it's a private road then it might they might not have taken it on or if it's on a new build estate it might not have been taken on yet but if it did [usr] no [sys] there [usr] no [sys] is [usr] it's [sys] that [usr] down [sys] possibility [usr] it's in an old cul de sac [sys] however [usr] er down [sys] i can [usr] in the [sys] certainly [usr] seventies [sys] well [usr] i think it's [sys] first [usr] 20 [sys] of all [usr] hours [sys] yes [usr] it down [sys] we have [usr] it [sys] drainage engineers in the area if you were to need us to help we would be able to if you if if the water board weren't going to take it on as a a shared drain un unblocking a train between monday and friday on a weekday between eight and six it would be 1701 70 including va t ok that gives you an idea of price do you want me to book you in and see what it that's correct [usr] is that is that 88 in the eight in the morning [sys] ok [usr] to six [sys] we'd only [usr] night [sys] attend emergencies where sewage is overflowing [usr] what [sys] or [usr] is [sys] there's [usr] it after [sys] no toilet [usr] six [sys] available to the residents but after in out of hours [usr] right [sys] shall we get this booked in [usr] ok [sys] and then you might want to give [usr] all right [sys] the water [usr] i i [sys] board [usr] won't [sys] a call [usr] worry about that [sys] afterwards [usr] and just book [sys] see [usr] it [sys] if they'll [usr] tomorrow [sys] do [usr] maybe [sys] it but you'll already have us and then if if they will then you can always give us a call back and cancel it off ok [usr] that's right obviously i've got a drain er on my property that's blocked up and then in between the garage and the next door that we think is a soak away [sys] that's [usr] would [sys] probably [usr] they [sys] gonna be an additional [usr] would they be [sys] charge [usr] able to just suck [sys] however the [usr] it and [sys] and [usr] flush [sys] this they will [usr] it just [sys] have [usr] to double [sys] the commercial [usr] or would that [sys] high [usr] be [sys] power [usr] an [sys] water jets [usr] charge [sys] with them they probably will be able to give that a a flush through to see in included but they would if there's any extra work or within a standard unblocking to a drain they would quote you for that work before they continued on and then it would be payments on completion for the entire work once they completed that work i don't want to say about soak ways because obviously waves can get fouled up by sand and stuff that or other debris that won't [usr] there's a there's a big tree in the middle of the er halfway in the estate or the cul de sac and that the amount of leaves that come off that [sys] right [usr] we we think it's just been soiled up from leeds from over years cos i've only been in this property [sys] right [usr] three [sys] ok [usr] years now [sys] i'll book [usr] i think [sys] it i'll [usr] it's [sys] book [usr] just [sys] it in [usr] it's just been no one's looked after it and it's just [sys] in the first [usr] buggered [sys] instance [usr] it [sys] as [usr] really [sys] in in they're [usr] will [sys] likely [usr] they will [sys] to try [usr] they suck [sys] and push [usr] it out [sys] it through [usr] then or will they [sys] with [usr] just shoot water [sys] the [usr] for [sys] high [usr] it [sys] powered jets to start with but ii i wouldn't to say they'll probably end up if it if it is if they need to suck it out then they'll suck it out but then that it depends how much we're talking about i can't see what's going on it sounds if it's just leaf mulch then it depends how much they have to suck out i don't it doesn't sound they're gonna need a tanker to do that did you're on site do you think that's gonna be required that's what that's that's how i envisaged it i wouldn't have thought [usr] no [sys] they're [usr] no [sys] gonna [usr] no [sys] be [usr] it it it's just a little four inch gully at the front of the house no from just from speaking to the neighbors it's a the gully's about [sys] right [usr] 3 ft deep and then they said it bends off right and then goes underneath the garage but then the [sys] right [usr] drain in front of the garage [sys] right [usr] is a soak way they believe all it is cos my drain's blocked up it's starting to flood it's flooding the next door neighbor's garage they've had it done twice now but obviously their their soak away isn't [sys] well [usr] soaking [sys] i can [usr] away [sys] certainly [usr] quick [sys] get [usr] enough [sys] it booked [usr] and then [sys] in [usr] mine's [sys] for [usr] not [sys] you in [usr] going [sys] the first [usr] away [sys] instance [usr] at all [sys] to [usr] and [sys] unblock [usr] it's just [sys] your problem [usr] the roof [sys] your [usr] a wall [sys] drain [usr] the wall off [sys] right [usr] roof just going [sys] and [usr] straight [sys] whilst they're on [usr] towards [sys] site [usr] their garage [sys] then at least they can have a look at the soak away issue as a separate issue and and and let what they think the solution to that would be ok i'll i'll see if we've got availability for tomorrow [usr] right go [sys] would [usr] go [sys] you be able [usr] with [sys] would [usr] that then [sys] you be [usr] if [sys] the contact [usr] could [sys] for the [usr] book [sys] drainage [usr] in for [sys] engineer [usr] tomorrow and then i'll i'll you said i'll ring the water board and just double check with them but [sys] right well you use yourself as the contact and you can you can project [usr] they [sys] magic [usr] you [sys] as [usr] they [sys] it were [usr] could contact [sys] be the point [usr] me and [sys] of [usr] i could [sys] contact [usr] get a hold of my partner [sys] ok [usr] she'll be at she's at home all day [sys] that's [usr] on maternity [sys] a good point i won't [usr] leave [sys] use that phrase in future ok could i take your name please sir [usr] do i get paid for that [sys] and could i take the contact number you'd the engineer to call you on [usr] er [pii] [sys] and the first line of the address [usr] the one that i'm on which is [pii] [pii] [sys] brilliant block drain it's going awesome [usr] [pii] [sys] it's quick [usr] [pii] gatehouse close [sys] ok this is an o i'm just checking i i'm sure you don't otherwise you want to ask some of the questions you have do you have any existing cover with british gas with regard to drains home care or is it just a one off dino that you're interested in no problem and this is an odd question but one i have to ask every time i book in a new job anybody with any vulnerabilities that's being affected by the issue that we should know about [usr] just a one off [sys] thank you [usr] dine over and visit [sys] it close in [pii] is it thank you [usr] no that's it [sys] nearly done here yes [usr] that's right thank you [sys] ok i'm just getting the availability up now just i will be able to book that in for well i've got the the all day appointment which will be between eight and six or the am appointment which will be between eight and [usr] that's [sys] one [usr] right [sys] or the pm which would be between one and six for tomorrow i've taken that for the 19th which is tomorrow you'll be getting a confirmation text through to [pii] [usr] go [sys] and [usr] for one in six [sys] that will [usr] if that's all right please [sys] obviously also be the number that the engineer will call you on it does include the job number but i can give you the job number over the line as well if you'd you ready i know ok delta yankee dy wo whiskey oscar 342 [usr] go for that then [sys] 7247 [usr] one sec go for it [sys] 07247 that's alright [usr] wo [sys] that's correct sir that's correct mister [pii] [usr] 7274 [sys] you're [usr] sorry [sys] welcome sir is there anything else i can do for you tonight [usr] 47 sorry [sys] it's 170 including [usr] 3427247 [sys] va t ok thanks [usr] thank [sys] a lot [usr] you very [sys] good [usr] much [sys] night sir have a nice evening bye bye bye [usr] no that's it it was 100 and £73 plus vat or including vat all right no worries alright thanks very much bye bye bye

8Sale

[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 did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to [pii] here at how can i help [usr] hi [pii] i just want a general enquiry how much do you call charge how much do you charge for a call out fee we think we have a a drain problem my husband's lifted the lid and it's full to the top with water and what looks scum on the top how how much is the call out fee and how much do you charge for unblocking [sys] ok certainly there's no call out fee for the engineer [usr] right [sys] they come out and assess everything but to do any unblocking it starts at 100 and 70 that includes vet [usr] that's 100 and 70 not an hour it's for the what they find how long it takes them to unblock [sys] is that that would be correct if anything changes if it gets more complicated or requires any specialist equipment before the engineer carries out any work they would have done that assessment if if obviously anything changes they run through everything with you as stated it starts from 100 and 70 it could increase depending on those factors but [usr] great [sys] obviously it's hard for me to distinguish until the engineer [usr] i get [sys] is on [usr] i get [sys] site you [usr] it [sys] see [usr] without seeing it you're not gonna have a clue really that's that's [sys] certainly [usr] that's wonderful but the call out fee is free can they do the job if they think it just needs prodding or [sys] certainly [usr] whatever they do [sys] yes [usr] great [sys] when they come out they come prepared to do the work as well if you're happy for us to do that [usr] that's great all right i'll have a quick word with my husband and no doubt get back in touch with you [sys] not a problem at all [usr] ok thank you [pii] bye [sys] bye now

8Sale

[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 [usr] well it's [sys] any help with the drainage

8Sale

[usr] ok [sys] thank you for calling dino rod partners with british gas please listen to the options [usr] you [sys] carefully [usr] know what really fucks [sys] we [usr] me [sys] can [usr] up [sys] get you to the right team [usr] [pii] [sys] if you need [usr] just fucks [sys] any [usr] off [sys] help with a drainage problem press [usr] as if [sys] one if [usr] it's [sys] you [usr] just [sys] require [usr] mad [sys] our plumbing services press [usr] what [sys] two or if you have an existing [usr] i've been trying [sys] home [usr] to catch [sys] care [usr] him [sys] policy [usr] for three days now [sys] it's three [usr] i've had no more than five minutes with him cos i always bothered about it is chatting about some bullshit hello [sys] 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 [usr] i've been here since [sys] did [usr] fucking [sys] that you can [usr] eight [sys] now book [usr] o'clock [sys] drainage [usr] this morning [sys] services online [usr] i'm fucked [sys] in a few easy [usr] i i'm [sys] clicks [usr] absolutely [sys] visit [usr] fucked [sys] dino [usr] i've got [sys] dot com [usr] all [sys] for details [usr] sorts of shit i need to sort [sys] alternatively [usr] out in my life [sys] please hold and your call will be transferred to a customer service advisor [usr] that any of them that we no but [sys] we [usr] he [sys] record [usr] got him [sys] calls for quality and training purposes [usr] ok all the time it's a connection to it but the the one [sys] evening how may i help [usr] hi i'm just wondering we've got a a block drain in the offices where i work wondering if we can arrange for someone to come out [sys] ok no problem can i just take the postcode just to check we're booking in the area [usr] sure w a 20 yl [sys] just bear with me [usr] thanks [sys] is it affecting the toilets at all ohh right [usr] ba [sys] the flowing [usr] it's the it's the outlet er pipe to one of the downstairs toilets that seems other toilets are connected to and it looks that's blocked it's it's just every time a toilet gets flushed all your ans flush it's coming through that one out outlet [sys] sure no [usr] i think [sys] problem [usr] we know what the problem is it's just a case of getting it unblocked [sys] have you used us before [usr] i think pretty sure we have we had we had a blockage once before [sys] ok [usr] on the new give it a good push [sys] what what's the name of the office [usr] it's love group luv group [sys] there we go can you just confirm the address for me please [usr] [pii] [pii] [sys] i've got [pii] is that correct [usr] it's it's [pii] [sys] no ok and i've got a site contact of [pii] [usr] that's me [sys] and i've got [pii] [usr] that's it [sys] brilliant ok let's get you booked in then and ok right no get this booked in for you can i just ask is anybody linked to the address that may be classed as vulnerable [usr] no [sys] ok and are you available this evening [usr] no we're gonna we're gonna shut the offices off and we're gonna make sure the [sys] ok [usr] the the leak's secure but then er we'll be back in tomorrow from nine o'clock [sys] ok did you say the leak [usr] well because every time the toilet flushes it then it pours out obviously as long as no one's flushing the toilet no one will be here after after i've left soon [sys] right it's overflowing you mean not a leak [usr] sorry it it leaks out of the the the i i can't leak but when you flush the toilet cos there's a blockage in the outlet it just all pours out from that bit [sys] that's fine that's fine no problem let me just toilets blocked and overflowing from the outlet ok i can do it then for tomorrow would somebody be there from eight o'clock [usr] from eight o'clock if if not quarter past eight something that [sys] ok because it would be between eight and one [usr] ok i think we'll be fine for that er usually [sys] ok [usr] there's someone in from eight but i i'll i'll probably be there for quarter past [sys] that's fine let me just let me just check the availability before i say that [usr] ok [sys] may just have to get a code to get that just bear with me i'm just gonna put you on hold and get a code for tomorrow morning [usr] no problem [sys] you'll just go on hold and i will come back to you as [usr] no problems [sys] soon as i can thank [usr] thank [sys] you [usr] you don't need it ok [sys] dino is the uk [usr] 454 [sys] s expert repair service offering [usr] absolutely [sys] fast professional solutions to building maintenance problems [usr] the bank no i want that's what i wanted for there we go [sys] our comprehensive plumbing and drain services [usr] have [sys] are available [usr] you got it out now [sys] across the [pii] [usr] what else to do [sys] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers [usr] that i excited [sys] whatever your problem or situation an expert dino engineer will visit your home or premises [usr] hold [sys] and [usr] on [sys] provide a quote free of charge and without obligation [usr] i i i'm trying to fucking keep the place alive here and i'm i need to [sys] for [usr] to about [pii] [sys] your peace [usr] got [sys] of mind we provide a 24 hour emergency response seven days a week [usr] bye [sys] 365 [usr] bye [sys] days a year [usr] where [sys] all [usr] this [sys] work [usr] thing [sys] is [usr] work [sys] guaranteed you'll pay [usr] we [sys] no call out [usr] the [sys] charge and work is carried out by local engineers [usr] i have 20 to 30 sales people no problem they can all do the job that we get it in [pii] we'll keep we'll keep the call here and lose this upstairs and let me go we'll have a communal kitchen we need to the idea is to get the people from there but we'd have a nice little office [sys] when [usr] up [sys] drains stop working you'll need [usr] i [sys] the problem [usr] see [sys] solved quickly [usr] we only [sys] efficiently [usr] quite [sys] and [usr] bad [sys] at a fair [usr] it [sys] price trust [usr] this [sys] dino [usr] this [sys] rod [usr] is all about [sys] the market [usr] multiple [sys] leader [usr] people [sys] in drain services for homes and business across the [pii] offering fast reliable service no call [usr] i might [sys] out charges [usr] spit feathers [sys] and [usr] as well [sys] fixed [usr] i'm [sys] prices visit [usr] dry [sys] dino [usr] patch [sys] dot [usr] of tea [sys] com [usr] all day [sys] for further details or to book an appointment online [usr] and this is where you get all day and then you just want to look quick but i've got food in and then it gets wasted i buy i buy nice steaks and stuff that and and it [sys] would you [usr] the dog [sys] to save [usr] outside [sys] water but are not sure where to begin dyno plumbing can help we have a range of water saving devices available to find out more visit dino dot com today [usr] part of the i put it in a group chat but but anyway and i was that really isn't it [sys] please bear with me i'm just waiting for my manager to pick that up and give me a code for tomorrow it's [usr] no [sys] other [usr] problem [sys] than that or it's all day i've got all day available but i was hoping to minimize it down i mean it it will go as an emergency it's likely to be the morning but if i click on all day it could be in the afternoon that's the only thing [usr] ok well i i'd rather get it as early as possible because i won't be in the office from from about two o'clock tomorrow [sys] ok [usr] i was hoping to try and get it sorted [sys] just please bear with me i think [usr] yes [sys] she's on another call i'll put you on hold again i do apologize but thank you [usr] that's [sys] for waiting [usr] alright [sys] ok [usr] don't worry [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems [usr] is that your [sys] hi there [usr] hello [sys] hi she said that the what's happened there [usr] shit [sys] where's my screen gone where's my screen gone dear what's happened there work details there we go there we go what is going on my screen's gone really funny i do apologize there [usr] it's [sys] we go [usr] alright [sys] she said the local office will call you i've done it for all day tomorrow but the local office will call you to confirm attendance it's more than likely to be earlier because they put you a priority [usr] that's perfect i'll just wait for the call then [sys] ok what i've done is i've confirmed that and you will text with a work order number [usr] ok [sys] all right [usr] perfect thanks much for your help [sys] thank you ok [usr] alright [sys] thank you for being patient [usr] no problem all right bye bye [sys] thank you bye bye

8Sale

[sys] hello thank you for calling [pii] central london please note that calls may be recorded for monitoring and training purposes hello [pii] [usr] hello i need to somebody to do an exploratory work or possibly unb block a block a train in [sys] -huh [usr] [pii] in [pii] are you the right people to talk to [sys] what's the post code of the property sir [usr] [pii] [sys] unfortunately not let me give you direct office number [usr] ok ready [sys] ok the number is [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] that's [pii] that's [pii] that's [pii] is it ok ok [sys] alright then cheers [usr] all [sys] bye [usr] right thank you bye

8Sale

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer [usr] no i'm [sys] service [usr] on the telephone [sys] advisor we record calls for quality and training purposes through speaking how can i help [usr] hello hi can you hear me the reception isn't very good [sys] i can i can make out what you're saying it's not [usr] great [sys] it's not the best but [usr] right hi hello i'm calling from [pii] i'm i'm the owner of the property that i'm staying in and we've got a blocked drain coming from the downstairs toilet i wondered if somebody [sys] ok [usr] could come and help us [sys] you said you're calling from where did [usr] same [sys] you mention a company [usr] same [sys] name then or [usr] no no i'm calling from [sys] [pii] right ok it's do you have a home care policy [usr] no but i'll pay [sys] no [usr] straight off anyway i've i'm [sys] it [usr] ringing you direct rather than the agency that we let the house through because i be quicker this way [sys] right ok is it a a rental property is it [usr] it's a rental property but i'm the owner and i'm staying here this week with my family [sys] right ok right it's where you're staying ok what's the post code [usr] [pii] [sys] and it what's the issue though is it a blockage did you say [usr] it's a block it's a block drain yes yes [sys] ok for the standard unlock between the hours of eight and six monday to friday is 100 and £80 if the engineer [usr] that'll [sys] out [usr] be fine [sys] if the engineer comes out and finds it's a bigger job then he would refute you while he was there [usr] ok [sys] and what's the first line of the address did you say [usr] i'll spell it it's [pii] [sys] and what's your surname please [usr] [pii] [sys] sorry it's not clear and just went a little bit too quick then sorry see [usr] sorry [pii] [sys] [pii] [usr] ne [sys] thank you [usr] [pii] [sys] and your contact number please missus [pii] [usr] is [pii] [pii] [pii] [sys] do you have an email address that we need to call [usr] [pii] all one word [pii] [pii] [sys] and is anybody vulnerable in the property anybody [usr] i'm [sys] vulnerable [usr] sorry say again vulnerable i've [sys] ok [usr] got a toddler well i haven't [sys] ok [usr] my daughter has [sys] no and [usr] no [sys] what's blocked [usr] no nobody [sys] where's blocked [usr] no sorry [sys] but ok what's [usr] i [sys] the [usr] can't [sys] issue there [usr] hear you [sys] what's [usr] sorry [sys] what's block [usr] the the drain is blocked you can see the you can see water coming from the mantle cover directly outside where there's a downstairs toilet and it's making all the surrounding [sys] is it [usr] area [sys] sewage that's coming [usr] wet [sys] up [usr] it will be sewage cos it's coming from but i think it's connected to the main drain [sys] right [usr] as well as just that [sys] i'll keep [usr] toilet [sys] you a moment [usr] i remember this happening a few years ago and the guy who undid it said [sys] i'm [usr] something [sys] just putting these details in now if you can just bear with me ok are you in for the rest of today the engineer will give [usr] yes [sys] you a [usr] please [sys] call when he's on his way and then it will require payments on completion [usr] right that's [sys] or [usr] fine can [sys] card [usr] i pay [sys] i'm [usr] it by [sys] not sure [usr] bank [sys] whether [usr] transfer [sys] they can do card will be fine [usr] all card [sys] ok [usr] i can i can do either that's [sys] thank [usr] fine [sys] you take care [usr] perfect [sys] bye [usr] thank [sys] now bye [usr] you much for your help thank you bye

8Sale

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello my name is how can i help you today [usr] hi there i'm just we've got a blocked toilet in our house and we were just enquiring what it would cost to someone to come out and unlock it [sys] ok is that the only toilet in the house [usr] it [sys] that you've got [usr] it [sys] i've got access [usr] it [sys] to another [usr] it's the [sys] toilet [usr] only toilet [sys] all right ok it does fall under our emergency category potentially if you have somebody come out tonight it will be £212 which is a fixed fee which includes va t [usr] ok [sys] do you want me to [usr] could [sys] book [usr] you put us through to that [sys] i can book you in just no problem can i take the postcode [usr] [pii] [pii] [sys] do you have british crack [usr] i don't [sys] over by pluming [usr] know [sys] and dr is it a commercial [usr] it's [sys] or domestic [usr] domestic [sys] property domestic ok great [pii] is it [pii] [pii] you'll be able to have you dial before [usr] no i haven't [sys] what's the house [usr] [pii] [sys] [pii] [pii] ok let me just create the account then bear with me and can i take your [usr] [pii] [sys] first name and [usr] er [sys] your surname [usr] [pii] [sys] are [usr] ing [sys] you spelling that [usr] [pii] [sys] [pii] [usr] [pii] [sys] are you the main concept for when the engineer arrives [usr] sorry [sys] will you be the main contact when the engineer arrives and your phone number please [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] ok [usr] [pii] [sys] i've got [pii] [usr] that's correct [sys] is there anybody at the property has got any medical conditions or vulnerabilities that we need to [usr] no [sys] be aware of aware of ok that that was [pii] [usr] that's correct [sys] ok great thank you obviously if our engineers come out and they do the work you will need to pay them on completion of any work carried out they will accept card or cash [usr] ok [sys] ok [usr] what would that be sorry [sys] they they accept card or cash you pay directly to the engineer if they come out and do the [usr] i just [sys] work [usr] wanted to know how much it was gonna be [sys] it's two it's £212 [usr] ok [sys] 21212 which [usr] ok [sys] includes va t if you have a pen handy in the meantime i can give you a reference number for the booking and then we're done [usr] i'll just pull up my notes two seconds [sys] and [usr] go ahead [sys] d for delta y for yankee dash w for whiskey o for oscar dash 341 right 7439 [usr] 7439 [sys] ok that's the reference number what will happen now is the engineer will give you a call before you attend and yes it's been booked for tonight as [usr] great [sys] an emergency [usr] thank you very much thank [sys] ok [usr] you bye [sys] then thank you bye bye

8Sale

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help [usr] 140 quid for 20 quid and they'll come out and they'll just get everything they'll spend an hour trying to get what and i the problem i'm just checking [sys] our local teams of expert engineers are available across the [pii] 24 7 [usr] they would [sys] 365 days a year [usr] gonna we gonna borrow the money from i don't know have you asked her she said she offered him [sys] i know how can i help [usr] hi i wonder if you can help me right i've got a blocked toilet and it's coming up into my into my bath and my kitchen into my bath and my bathroom sink [sys] what's the postcode [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] and the first line of [usr] [pii] [sys] address just to confirm the postcode is [pii] [pii] [pii] [usr] yes [sys] and what was the first line [usr] pardon [pii] [sys] what was the first line of address [usr] [pii] [sys] who is it thank you and just confirm you don't have home care with the british gas for your plumbing and drains [usr] no i don't [sys] thank you may i take your name please [usr] it's [pii] [sys] thank you and a contact number [usr] [pii] [sys] [pii] [usr] [pii] [sys] yep [usr] [pii] [sys] yup [usr] [pii] [sys] thank you did i already mention the pricing [usr] no you haven't mentioned any pricing [sys] no [usr] mate [sys] ok just to make your price and then there's no call out fee unblocked charge is 180 it's just payment with the engineer by cash or card is that ok [usr] it's 100 and £90 and are you is that is that just for all of it for unblocking it [sys] yes that's for a full on blockage and the engineer should be able to provide you with the guarantee as well [usr] right ok and what how soon can you get somebody out [sys] can get someone out for you today anytime between now and six engineer will give you a ring when he's on his way [usr] do you reckon and i guarantee that they'll sort out the blockages and make sure everything's working again because mate we [sys] they [usr] know [sys] will [usr] what [sys] do [usr] the pro we don't we know what the problem is it's nothing to do with the drains outside because we've got both of the manholes outside and we've already checked them ourselves they're clear it's our toilet that's blocked [sys] ok if it's the drainage engineer when he comes out and he and he can't unblock it for you we don't charge you for the call out if it's a plumbing [usr] ok [sys] issue then we'll get a plumber out for you after that visit and again no call out charge the plumber will come down and give you a no obligation quote [usr] ok for 100 and 80 quid you gotta make sure it's all unblocked and all sorted [sys] and i said once the engine is there there's no call out charge once he looks at the toilet and says ok i can unblock it for you he confirms it's 100 and 80 then obviously unblocks it and there's a guarantee given with [usr] it [sys] it [usr] before until the ninth [sys] if [usr] right [sys] you said [usr] ok [sys] you can't block it there's no charge and we'll call the plumber out for you instead [usr] ok and your call a tome right instead [sys] meaning if the drainage engineer comes out and says ok it's not a blockage issue it's something to do with the toilet itself then he'll [usr] it is [sys] advise [usr] the toilet [sys] you but you said [usr] it [sys] it was blocked [usr] is a blockage it's a blockage is a blocked toy that's [sys] because it's still a block toilet it's still drainage in it that will need to come out for you [usr] right [sys] ok [usr] what you do then let the 180 quid there did you wanna watch this thing we just do that now does that have to does that get paid does will that be paid cash when he comes out [sys] yes you can just pay the engineer by cash or card not a problem [usr] ok then all right then perfect [sys] ok [usr] because obviously i can't i can't live without [sys] i'll book it through for you now and just confirm are there any health issues or vulnerabilities you want us to be aware of [usr] there is [sys] what is it would you me to mention it in [usr] there's [sys] the notes [usr] an autistic child and then i've got and i've and i'm i'm well there's two disabled people in that property [sys] ok i'll put it in the notes for you now [usr] and there's also i'm immunosuppressant as well i can't really have feces and urine lying around the bathroom [sys] ok no worries but it's [usr] because [sys] booked for [usr] obviously [sys] you [usr] i'm immunosuppressant [sys] ok i'm sorry i'll book it through for you now and you will give you a ring when he's on his way ok [usr] perfect brilliant [sys] all right take [usr] and [sys] care [usr] he'll guarantee be able to unblock it [sys] what we need to do is let the engineer come down first and diagnose it for you and then he can confirm he can unlock it or or not and i said until he does any work we don't charge [usr] ok that's [sys] all [usr] great [sys] right take care bye [usr] thank you thanks very much thank you thank you bye [sys] bye bye now

8Sale

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy [usr] nn [sys] 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 hello you're through to [pii] my name is [pii] how can i help [usr] but i'd two drinks cleaning out please they overflowed yesterday just a minute and i started seeping into my house i think they need cleaning out [sys] ok just bear with me a quick second won't be a moment all right i see i see i see and do you have plumbing or drain cover with british gas [usr] sorry [sys] do you have home care covered with british gas [usr] no i don't no no i don't have [sys] alright [usr] gas at all [sys] ok [usr] hm [sys] bear with me are you ok just to hold the line won't be a second [usr] i'm sorry i can't hear you very well i'm i'm i'm [sys] i said [usr] deaf [sys] i said are you ok to hold the line it won't be a moment [usr] yes all right [sys] ok sure cheers dino is the uk s expert repair service offering fast professional solutions to building maintenance problems ok thank you for holding on the line what is what is your post code please [usr] [pii] [sys] [pii] [usr] [pii] [pii] [pii] [sys] ok bear with me thank you for that [usr] huh [sys] ok and what's the first line of your address please [usr] [pii] [sys] thank you and can i have your name please [usr] missus [pii] [sys] is there anyone vulnerable in the house missus [pii] [usr] sorry [sys] is there anybody who is vulnerable in your household [usr] no i'm sorry i can't i can't hear you i'm nearly 90 can [sys] i said [usr] you see [sys] is there [usr] four [sys] any is there any vulnerable person in the house [usr] there's only me [sys] ok and what's your contact number please [usr] [pii] [sys] thank you very much ok and is this a domestic property [usr] yes [sys] ok bear with me a quick second you said your drain your drains overflowing [usr] yesterday a lot of mud came out i think they need cleaning [sys] is is there any sewage [usr] well i don't know not tomorrow leaves and stuff [sys] ok bear with me a quick second all right let me the case let me see what we have next time slot all right i can get you someone out today [usr] ohh today ohh right what time [sys] it's about nine o'clock now you would be looking towards maybe two to about 2 to 3 o'clock [usr] yes that's all right yes yes i'm [sys] now [usr] just a i'm [sys] in [usr] just a bit frightened to start coming in the house again [sys] i [usr] i [sys] i [usr] am i mean [sys] understand [usr] i'm next 90 next month i'm a bit worried [sys] congratulations in advance [usr] well they haven't got there yet [sys] you got this fine you'll get it won't [usr] no [sys] be an [usr] i'm [sys] issue [usr] no there's a a lon i'm [pii] and there's a lawn terrace i'm not there i'm next to dale house flats [sys] ok the engineer will call you i'd say about maybe anywhere between 20 to 30 minutes he will call the number that you gave me just to let that he's on [usr] yes [sys] his way [usr] all right yes all right thank you very much [sys] ok [usr] thank [sys] just [usr] you [sys] before you leave [usr] hi [sys] just before you leave hello [usr] yes [sys] just before you leave you the price he will give you a quote when he arrives but it it's [usr] yes [sys] it is a starting price of [usr] have you had any idea what it'll be [sys] 1 70 including va t if you accept the price you can pay by cash or card [usr] all right all right yes that's that's fine yes [sys] right no worries [usr] i just [sys] that's been booked [usr] wanted [sys] in just [usr] to go in [sys] no problem [usr] yes [sys] that's booked in for you now then [usr] yes alright thank you [sys] right cheers take care bye bye [usr] right [sys] right

8Sale

[sys] thank you for calling dino plumbing please note all our calls are recorded for monitoring and training purposes press one for an update on parts press two for an update on your appointment press three to discuss an ongoing complaint and press four for sales this call is being recorded thank you for calling dino plumbing your call is good morning [pii] how can i help you [usr] hi good morning i was calling just to get a quote for a potential job it's to it to flush out the the waste pipe [sys] the three hours [usr] of my of my clothing [sys] ok [usr] just to give you the back story one of my one of the people occupants of the flat it's a it's a building that has three flats and they said dino rod a person came into the flat and they recommended it's a good idea to get rid of the lime scale in the in the main waste pipes of the entire building i just want to get a quote for that [sys] ok can i get your postcode please [usr] [pii] [sys] and can you confirm the first line of address please [usr] it sounds good [sys] morning i'll get [usr] sorry [sys] it in the car [usr] gone blank one second i think it's [pii] but let me just [sys] no [usr] get the exact address [sys] or anyone [usr] [pii] [sys] is a flat [pii] [usr] yes if someone has gone to see flats that's correct but i would it for the entirety of the building there's four [sys] no no [usr] flats there it's that's [sys] alright [usr] the it's building [sys] i'll take that [usr] address at [pii] [sys] ok i see just bear with me for a moment i can you confirm what needs to be done [usr] the the the waste pipes on the entire building need to be flushed out that's what the the the dino ro technician said when he they licensed the property at the moment [pii] [pii] [pii] they all connect to one main pipe and i was told by just to make sure there's no blockages on the main pipe that would need to be pressure washed [sys] ok i see in regards to a blockage issue that would need to be with dino rod you've come through to dial plumbing [usr] i got you [sys] just bear with me let me see if i can get you the correct contact details [usr] ok thanks [sys] do you have a pen and paper available with yourself or anybody getting a note [usr] i just go ahead [sys] yep the number you need to call is [pii] [pii] [usr] [pii] [sys] [pii] [usr] ok [sys] ok [usr] hello sorry about that i accidentally [sys] no [usr] got it all right excellent thanks i'll give them a call [sys] perfect thank you very much for your time [usr] thanks cheers bye bye [sys] cheers bye

8Sale

[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 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 [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote well i know my name's [pii] how can i help [usr] good afternoon carry it's me speaking we've got a problem with your bathroom upstairs where we [sys] ok [usr] flush in the toilet and it's turned back up in the bath we think that the soil [sys] bye [usr] is blocked [sys] that would make [usr] i've [sys] sense [usr] looked at things and the thing is coming down well it's coming down slow [sys] right ok [usr] we've put the sink and the bath it is emptying but but we've had the problem in the past [sys] right ok no problem we should be able to have a look at it for you do you have british gas cover for your drains or is it just something you need to pay for [usr] we'll have to [sys] no [usr] pay [sys] you [usr] for [sys] just [usr] you [sys] have to pay [usr] just take emergency cover out [sys] no [usr] on those things i didn't put a stitch in time [sys] ok no problem let's have a look then let me see about getting it sorted what's your postcode there [usr] s a [pii] [sys] ok then let's have a look and what's the first line of the address [usr] [pii] [sys] ok do let me into that gonna need to set everything up for us let me double and it's your own home is it you own it as well as live in it [usr] yes [sys] that's we go and may i just take your name again [usr] when [sys] when [usr] [pii] [sys] yep [usr] and then surname and [pii] [sys] that's absolutely fine no problem at all let's pop into here just gonna put in some details of what's been going on and then you don't have to repeat yourself for the engineer poles ok bye let's go find tell that some and do you just have the one bathroom in the in the house [usr] i know that all [sys] no we've got two there's only the one affected though is the other one downstairs is it [usr] they're independent [sys] right ok no worries that's fine no problem just i can pop into here how it's set up it was y wow just pop that into here on the system put us into that wait a minute it needs a lot of info in here before it tells us the important bit about availability and everything let me go all right one last little bit 20 it is that one what what else wow right the first availability the local team have got would be tomorrow morning they haven't got anything left for this afternoon unfortunately [usr] no there's no panic [sys] all right okey doke i mean they can do it as a morning or an afternoon tomorrow which works best for you really or we could do it on a different day [usr] what time are we looking at in the morning i got [sys] a morning is classed as between eight and one and an afternoon [usr] right [sys] is between 12 and six because [usr] after [sys] afternoon [usr] is [sys] ok doke no problem just reserve that one for us i mean we'll ring 20 minutes half an hour before let when we're on the way just with drainage issues because some take a lot longer than others it's hard to pin it down too precisely but as i say we will ring you 20 minutes half hour before to let can normally be done as a fixed cost as long as it's just build debris build up there's not damage in there or anything which is unlikely if the other one's working fine then it's fixed cost it's 100 and £80 including va t but as i say that's it no call out fees no hourly rates jetting is included take rotting machine rodding cable whatever for it [usr] ok [sys] you pay at the end we don't take money upfront or anything you can just do it with a card or you can do it cash but the engineer will sort that with you once everything's finished [usr] ok [sys] ok [usr] ok [sys] i'll bob it over to the team is the best number the mobile that you're ringing from or is there a different number that's better for you tomorrow [pii] [usr] thank you [sys] ok we've got [pii] showing that sound right [usr] ok brilliant ok [sys] no [usr] thank you [sys] problem we'll see you tomorrow we'll get it all sorted all right [usr] ok [sys] you're [usr] thanks [sys] welcome [usr] bye [sys] bye bye [usr] what

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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 i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require upcoming 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 we record calls for quality and training purposes you're through to my name is [pii] how can i help [usr] i i live in [pii] and my toilets blocked i was wondering if someone could come out and unblock it for me please [sys] ok do you have plumbing and drains covered with british gas at all [usr] no i don't [sys] ok what's your postcode please [usr] [pii] [sys] it's [pii] [usr] that's right [sys] ok and what is the first line of the address please [usr] [pii] [sys] and what's your name please [usr] that's [pii] [sys] sorry [usr] [pii] [sys] [pii] [usr] him no [pii] [pii] [sys] ok ok and what's what's your contact number please [usr] [pii] [pii] [sys] the and is this for domestic or commercial use of the house [usr] it's domestic [sys] anyone vulnerable in the house [usr] no [sys] right and which train exactly is it that are you experiencing the issue with [usr] er it's the toilet that's blocked my husband's tried to use the flu and stuff but it's not worked [sys] is there any other toilet that's usable [usr] no all the toilets are fine and the sinks are fine it's just the toilet but obviously the the shower's not draining down in the en suite where the toilet is well it is drowning down it takes a long time but [sys] ok [usr] it is definitely it's definitely blocked there's a drying outside the back which we've had a look at and it looks quite it looks clear i don't know if there's a blockage somewhere along where the toilet is but the [sys] ok [usr] other everyone the other toilets in the house are fine [sys] no worries bear with me i'm just gonna look for first cancel just waiting for a load of for me won't be a second [usr] the sink's draining ok in there but it's definite a blockage where the toilet is i i think [sys] let's see let's see won't be a second i'm just waiting for it to load up time slots for me [usr] ok [sys] i can get someone either out tomorrow or friday but it will be an all day appointment between 8 a.m. and 6 p.m. but you will get a call or a text anywhere from 20 to 30 minutes there there about prior to the engineers arrives roughly up to the engineer tomorrow all day or friday all day which is your preference [usr] i can't do i can't i can't do friday i can't do tomorrow i've got an i've got an appointment cos no one can come out today [sys] no not today [usr] no [sys] it it will be tuesday friday if not that it won't be until next week [usr] no i i'll have to leave it then [sys] right [usr] thank you anyway [sys] no problem cheers [usr] thank [sys] take [usr] you [sys] care [usr] thanks bye bye

8Sale

[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 service did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're through to how can i help [usr] i wonder if you can please we had your services into a tenancy property in [pii] about a year ago now and now we seem to have the same problem do you offer any guarantee that the work won't need to doing again in a short time [sys] i can have a look if you could give me the postcode cos [usr] it's [pii] [sys] there's not always guarantee that's given [usr] [pii] i can't remember what the rest of it is it's [pii] [sys] i would need to know the full post code [usr] we [sys] in order [usr] get the [sys] for me to get the appointment up to check the guarantee [usr] can you just hang on a second for me and i'll see if i can get it for you [sys] no worries [usr] i think it's [pii] [pii] [pii] hello could you hear me i think it's [pii] [sys] right if you could confirm the first line of the address please [usr] [pii] the pavilions [sys] [pii] we've got that billed out and if you could give a name as well please [usr] it the tenant was [pii] the owner is mister [pii] [sys] all right from what i can see the previous appointment was from the fourth of october last year [usr] right [sys] and the longest we can guarantee for is three months [usr] i [sys] that [usr] see [sys] would have been expired even [usr] ok [sys] if [usr] can you just tell me i don't wanna book it at the moment can you tell me how long it will take before you could get someone there they've got a washing machine that isn't isn't draining and i think it's aaa backup in the piping somewhere which as it was before [sys] is it just a washing machine that's affected [usr] apparently but it wasn't the last time you came and it was it was the piping at the back [sys] it would be either friday if not friday then next week because that's not an emergency [usr] ok i'll come back to you then i'll just speak to the tenant and see what he thinks and i'll come back to you [sys] no worries [usr] thank [sys] thank you [usr] you bye bye [sys] take care bye bye

8Sale

[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 through to dino pass which gas [pii] speaking how can i help [usr] hiya i'm calling from a bar in bath we don't have an account with you or anything but i need someone to come and have a look at my drain for our bathroom [sys] ok you said there's no account did you say [usr] no [sys] no that's fine [usr] not [sys] ok how it would work is we would take the details from you pass it over to the local office and then get them to call you back with availability and price [usr] that would be wonderful thank you [sys] ok what's the postcode please [usr] [pii] [pii] [sys] and is the billing address the same as the site address [usr] yes [sys] and what's the first line of the address [usr] it's boom battle bar [sys] searching them i've got it and what address is that at [usr] [pii] [sys] and are you the contact we need to speak to and your name please [usr] it's [pii] [pii] [sys] [pii] sorry [pii] [usr] [pii] [sys] ok and what's your contact number [usr] ik [sys] please [usr] [pii] [pii] [sys] is [usr] [pii] [sys] anybody vulnerable on site no and it's but drains did you say [usr] no [sys] right [usr] yes [sys] no problem [usr] mainly our male [sys] what i'm gonna [usr] toilet [sys] do now is send this over to the local office and they should give you a call back shortly and it will go through they'll go through the [usr] perfect [sys] charges and the availability with you no problem take care [usr] amazing [sys] bye [usr] thank you [sys] now [usr] much [sys] bye [usr] you too thank you bye

8Sale

[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

8Sale

[sys] thank you for calling dino rod your local drains and plumbing experts for drainage enquiries press one for plumbing inquiries press two if you are a nosey business your call is very important to us please wait for the next available agent good morning you're through [pii] [pii] speaking how can i help you [usr] yes i we have a a pipe that i not redirected we got a new boiler system in our house done and it makes the pipes that go through the attic redundant and i think they could be redirected which would clear up the attic and and we're just looking to to have something out to to give us a quote based on how much that would be [sys] of course it's just quotation to redirect pipes my dog's not ok and can i take your postcode please [usr] it's [pii] which is [pii] [sys] [pii] and your your house number [usr] it is [pii] [sys] ok and your name please [usr] is [pii] [sys] [pii] [usr] [pii] r us sell [sys] sorry i do apologize [usr] no [sys] it's [pii] [usr] it's all right [sys] and [pii] but [usr] ritter r att er [sys] with that ok and let me just find out when we can get somebody out for you would you just bear with me [usr] no problem [sys] well come today it'll be [usr] brilliant [sys] an all day appointment that's between now and six but they'll [usr] that's [sys] give [usr] fine [sys] you the call half an hour before is that ok [usr] no problem [sys] you just read it up pipes and lost ok alright i'll get that on for you [usr] great thank you very much [sys] you're welcome [usr] alright bye bye [sys] bye

8Sale

[sys] thank you for calling dino rod partners with british gas you listen to the options carefully we can get you to the right team if you need any help with a drainage problem press [usr] we [sys] one [usr] got 30 to 4 [sys] we require [usr] hours something that [sys] our plumbing services press two or if you have [usr] you do your [sys] did [usr] good aim [sys] you [usr] get [sys] know [usr] out [sys] that [usr] of the [sys] you [usr] house [sys] 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

8Sale

[sys] hello donny plumbing [usr] hello i should have had a job scheduled [sys] that [usr] for today but just realizing nobody's [sys] what i mean [usr] come to me or with the time of the engineer coming [sys] what's the postcode [usr] november november [pii] [sys] [pii] it doesn't look we've got a job for today [usr] it was definitely scheduled in [sys] was it scheduled in through us or did you do it through somebody else can't see a job [usr] no [sys] on [usr] di [sys] here [usr] direct because the the there was an engineer who came out to do an initial inspection and [sys] right [usr] i spoke to someone and they said it would be the same person that's coming out today [sys] ok it looks [usr] to [sys] it's a drainage [usr] put the camera [sys] job [usr] down the drain [sys] you've just come through to the plumbing side let me see if i can pop you through to some of the [usr] sorry [sys] drains [usr] thanks [sys] hello no [usr] hello [sys] it is [usr] is this the train [sys] indeed [usr] side of [sys] how [usr] it [sys] can i help [usr] hi we should have had a engineer booked for today [sys] what was it [usr] but [sys] for sorry [usr] has ok they were coming in to do the camera inspection [sys] right [usr] for [sys] ok [usr] the trains [sys] let me have a quick look i don't have anything booked in for you and it was the homemakers hub ok [usr] correct [sys] let's have a quick look are you happy for us to attend tomorrow morning [usr] i'll need to check with one of my [sys] or [usr] team though if [sys] whatever's [usr] they're free [sys] best for yourself [usr] what time will would it be tomorrow [sys] sorry i'm just having a quick look to assess the workload for you i can get somebody in there in the morning it would be between eight and 10 [usr] ok [sys] not a problem [usr] just one moment submitted [sys] in not [usr] she's [sys] a problem [usr] just typing one moment sorry [sys] just but and see if we can get it on i know we can move it early 13 to tomorrow ok [usr] can't do tomorrow can you do friday [sys] let's [usr] between [sys] have a look [usr] eight [sys] for [usr] and 10 [sys] you ok [pii] is off on friday it would have to be there next week it [usr] does [sys] it's [usr] it have to be [sys] him [usr] him [sys] that's quoted the job and ideally because he he's been to we can do the 12th next thursday between eight and 10 [usr] one moment he can't do anything earlier than the 12th [sys] bear with me let me just double check with my manager we're not supposed to but other people are on their clothes hello hello there we'll do friday morning for [usr] hello [sys] you we'll just we'll just shift [usr] you [sys] it it will [usr] do [sys] be [usr] friday [sys] a different engineer [usr] ok [sys] though [usr] brilliant [sys] bye [usr] that's fine friday to be honest would be better as well because we have less guests around well the check out on a friday it [sys] not [usr] mean [sys] a problem [usr] less less mess [sys] not a problem [usr] ok brilliant would i get would i definitely get a confirmation [sys] is [usr] because i never got one [sys] your [usr] of those [sys] mobile [usr] either [sys] number ending [pii] i'm gonna raise the job now you should get a new [usr] correct [sys] a new work order number right not a problem take care [usr] all [sys] bye [usr] right brilliant [sys] bye [usr] thank you for your help ok bye bye

8Sale

[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 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 you're speaking to [pii] can i help [usr] hi i'm just ringing to add more services onto my booking on friday [sys] sure can you put the postcode of where you are please [usr] the postcode did you say [sys] yes please [usr] [pii] [sys] and the first line of your address please [usr] [pii] [sys] miss [pii] i was there can i help [usr] i'd also to add on some plumbing work as well the toilet in the bathroom it doesn't flush properly i don't think the dual flush is working very well and it sounds there's a dripping sound [sys] ok [usr] as well every time it's flushed [sys] right [usr] and also [sys] it will be two separate engineers i'm afraid but let me just [usr] right ok [sys] sort you out another booking [usr] yes please [sys] the dual plus shares are not [usr] sorry what was that [sys] and what else was the problem i was just talking out loud the dual [usr] right [sys] flush isn't working [usr] the dual [sys] and [usr] flush and [sys] what [usr] there seems [sys] else was [usr] to be [sys] the problem [usr] a leaking sound as well a dripping sound every time i flush it and then also [sys] ok [usr] i'd a mixer tap in the kitchen as well and i'd to enquire into a mixer shower being installed cos i've got an electric one at the moment but i'd a mixer one if possible [sys] ok [usr] yes that seems everything i can think of for now [sys] just two sacks and and just let me take some quick details this is your own premises [usr] this is what [sys] this is your own house and you don't have british gas home care for plumbing and drain [usr] i don't know i i've just recently signed up to british gas but i think i just pay my electric [sys] right [usr] and gas bill [sys] the other job was rated on demand i'm not sure if that obviously confirms that we do or don't can i just take a phone number for you [usr] sorry i've just got a new number let me just have a look what it was i've written [sys] right [usr] it down [sys] let me [usr] somewhere [sys] just have a look ok [usr] i think [sys] [pii] [usr] that's right it is [sys] no problem and just to check is no one in the house with any vulnerabilities [usr] no [sys] ok good what date was it they were coming round for the other one [usr] there was gonna be expiry date and that the 24th [sys] right right let me see if i can get them on the same day friday the 24th yep morning or afternoon [usr] preferably afternoon because i can try and be [sys] yep [usr] probably home for half three maybe on friday [sys] no problem right slightly different from the way that the drains work the guys will still call when they're on the way round [usr] right [sys] they'll come round and do an inspection then they'll give you a quote to do the work [usr] all right [sys] as long as you're happy with it they'll obviously get on with it it might be the case that you say do that that and that now and then obviously get your office to give me a ring [usr] hm [sys] with the price for the rest of it do you have a mix it up already or do you just want them to supply one [usr] there isn't one at the moment i've just got a separate cold and hot tap but the hot tap i think the the tap's really loose it keeps moving every time i put it on i just think it'd be easier [sys] have you [usr] having [sys] bought [usr] a mixer [sys] one yet or are you just [usr] no [sys] do you just want them to put a standard one on [usr] do they do they provide a tap or do i have to buy one [sys] they can i mean obviously some people prefer their own make or model or fancy one or fit in with the kitchen they will have standard which are obviously the ones that dino approve [usr] hm [sys] whereas obviously some of the ones that you say off amazon or b and q they wouldn't necessarily honor the warranty on that because they'd say it's not one that we've approved ourselves it's one of them really you can obviously take a look at it and say that i do because it's only a tap [usr] hm [sys] at the end of the day it's just obviously some people get a bit funny [usr] all [sys] about [usr] right [sys] making sure that [usr] all [sys] it mixes [usr] right [sys] up with the rest of the house [usr] i'm not too bothered really [sys] right no problem as i said i'll send all that to them now [usr] ok [sys] and then they'll come out on friday and again if they do anything chargeable it is just a cash or card payment for them once they're finished [usr] right ok [sys] all right then [usr] all right thank you [sys] no problem that's all booked in now [usr] bye [sys] thanks a lot bye bye [usr] sorry i [sys] is that

8Sale

[sys] hello thank you for calling dinah rod central london please note that calls may be recorded for monitoring and training purposes hello darling rod [usr] hi i need to put someone to come and unblock my kitchen drain [sys] ok can i take the post code please [usr] [pii] [sys] sorry if you could you just repeat that please [usr] it's [pii] [pii] in [pii] [sys] thank you is that a domestic or commercial property [usr] it's a domestic we live [sys] not a problem unfortunately we don't cover [pii] r what i'll do is i'll give you the number for your local down office [usr] sorry i thought i was just reading that amazing thing ok that's fine [sys] just let me know once you're ready i can give [usr] i'm [sys] you the number [usr] ready i'm ready [sys] it's [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] perfect thank you much [sys] you're welcome [usr] bye [sys] bye [usr] bye [sys] bye

8Sale

[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 now 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 quality and training purposes hi you're speaking to how can i help [usr] hello i'm being cooker in [pii] and my downstairs kitchen double kitchen sinks backing up and the downstairs loo sink but everything else is fine [sys] ok and is [usr] and [sys] this [usr] i've [sys] your [usr] tried all the usual stuff [sys] can i just check is it your on premises [usr] what sorry i can't quite hear you can you say [sys] is [usr] that again [sys] this your own is it your own premises is it your own house [usr] yes it is [sys] and do you currently have british gas home care for plumbing and drains [usr] no [sys] can i take the postcode of where you are please [usr] yes it's [pii] [sys] and the first line of your address please [usr] [pii] [sys] and then say your name please [usr] yes it's [pii] [sys] is that knighd [usr] yes it is [sys] and the best phone number for you please [usr] [pii] [sys] [pii] [usr] [pii] [sys] yep and er is it overflowing at the moment [usr] it's not overflowing no but it's not nothing's going down it's just backing up again [sys] bye [usr] and then the dishwasher was i was on last night and then it came obviously that and then that came up through the sink by the looks of the sink this morning [sys] and it just sink and drain water it's not toilet water [usr] it's not toilet water no [sys] right [usr] and i can't i can't lift my manhole cover it's one of those screwed down ones [sys] ok [usr] i don't i don't know if it's blocked out there or not but i've tried the plu i've tried plunging i've tried clearing it i've i've i've played all the u bend and stuff and all the stuff that i would normally do but nothing's [sys] a bit further [usr] sort [sys] down [usr] of it i think i would think [sys] and is there anyone in the house with any vulnerabilities [usr] no [sys] ok right let me just check her availability [usr] ok thanks [sys] i'll send her available this moment if that's ok [usr] ok can i ask you how your call out charges and everything work please [sys] the guys will call and run the way the call out and inspection are both free the guys can come out and check if it is just a blockage then the price starts at 170 including va then it's a cash for card payment [usr] right [sys] for them once they've finished [usr] ok [sys] is that all right [usr] that's great [sys] that's all been for you now that should be some point this morning between now and one [usr] between now and mum ok i'll listen out for [sys] all [usr] them [sys] right then [usr] ok [sys] that's [usr] many [sys] fine [usr] thanks [sys] i [usr] ok bye bye

8Sale

[sys] thank you for calling dino rod partnered 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 halls for quality and training purposes dino is one of the uk hello you're speaking to [pii] at dino and how may i help [usr] good morning we live in [pii] in [pii] and we appear to have a problem from our drive the manhole in our drive down to the actual manhole on the road [sys] alright [usr] no i don't know whether that's our problem or a council problem [sys] well it depends if it depends if the manual and the road is blocked or if it's just the one on your drive [usr] well it appears from us taking the manual up all our drainage around the house which was renewed quite a few well a few years ago is going to the manhole but from the manhole down to the one on the bottom of the drive which is on the road it appears that there must be a blockage there somewhere [sys] right ok well all you could do is call the local water company if you want in the first instance get them to check they'll be able to tell you whether it's your responsibility or theirs if it's theirs they'll clear it free of charge for you if it's [usr] right [sys] yours we charge you 100 and 80 inclusive of va t to clear a standard blockage [usr] right 100 [sys] 8180 [usr] and 180 but get hold of the water board [sys] well [usr] first [sys] if you [usr] is [sys] suspect [usr] it [sys] it might be something to do with them yes you could speak to them first whoever the local water company are welsh water probably [usr] welsh water [sys] yes [usr] isn't it ok if if not if if it is how soon we [sys] it [usr] get somebody [sys] just varies [usr] out [sys] from area to area but in that area normally you'd be looking at either the same day or the next day [usr] right ok [sys] fairly quick [usr] because what's ha what's happening now it's backing up and it's flooding the front garden of course you [sys] as [usr] see [sys] i say if you suspect it might be the drain you would need to get them to come out if you if you want to get them out first and then call us back it's entirely up to you [usr] ca can you bear with me two [sys] certainly [usr] minutes and i'll have a word with my husband thank you there's two ways to do it gentleman's on the phone for diner rod we can either get hold of the water company and see if it's their problem but if it's our problem they can probably come out hopefully they can get somebody out today is it [sys] hello [usr] hello he said to get to get [sys] right [usr] you out [sys] ok i just [usr] soon [sys] need to [usr] as [sys] advise [usr] you possibly [sys] you that if [usr] can [sys] it's if it is the main drain that's got a problem we can't touch it then you'd have to get them anyway [usr] no i appreciate [sys] can [usr] that [sys] i take your postcode [usr] s a two [sys] yes [usr] [pii] [sys] and the first line of the address the first line of your address the first [usr] sorry [sys] line of your address can you confirm for me [usr] you're breaking [sys] what's [usr] up for [sys] the first [usr] some reason [sys] line [usr] on the [sys] of [usr] phone [sys] your address [usr] [pii] [sys] and it's a domestic residence and [usr] domestic [sys] your name is [usr] tuna [sys] and can i take a contact phone number [usr] [pii] [sys] what's the code for [pii] [usr] [pii] [sys] [pii] and the rest of the number [usr] [pii] we've never had it as bad as it's all over the front garden before it's [sys] dear right [usr] a swimming [sys] that's [usr] pool [sys] not good [usr] there luckily it's nowhere near the house you know it's not [sys] i mean [usr] in [sys] one [usr] house [sys] good guide is to [usr] we're [sys] check with [usr] ok [sys] the neighbors [usr] there [sys] to see if they're having problems because if they are then it could be the main train anyone with any vulnerabilities at the address [usr] no [sys] excuse me we can get somebody out this afternoon anytime between one and six today [usr] that'll be great thank you ever much for your help [sys] i was [usr] how [sys] just [usr] do [sys] gonna [usr] pay [sys] say [usr] you [sys] you [usr] then [sys] can know [usr] you send [sys] the [usr] us a [sys] way it works is that the charge is £180 you can pay the engineer on completion of the work by cash or card he has a card reader with him you'll get a text message now to confirm the booking mrs [pii] but you won't touch it because you give me a landline but that doesn't matter the engineer will give you a call when he's on his way and that's all in place for you [usr] right i can give you my mobile [sys] no no [usr] number [sys] it doesn't [usr] if [sys] matter [usr] you wish [sys] now that's all right he'll call you on the landline [usr] it doesn't [sys] and [usr] matter [sys] that's all in place you're [usr] lovely [sys] welcome [usr] thank [sys] thank [usr] you for [sys] you [usr] your help [sys] bye [usr] bye bye

8Sale

[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 did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively [usr] you say [sys] please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] 56 [sys] good afternoon you're through to [pii] you're speaking to [pii] how can i help you [usr] i think i might need your services do you want me to explain what the problem is and give me an idea if i do or [sys] ok is it a blockage or is it a flooding issue [usr] i think it's a blockage in the stack pipe we can get the water down hot water down to the stack pipe and then it just builds up comes back up again i think [sys] ok [usr] it's the stack pipe [sys] ok is it a dome domestic or commercial property [usr] domestic [sys] ok and do you have a british gas home care policy that covers plumbing and drains [usr] nope [sys] ok what i can do for you then is i can certainly take your details and check availability for you our prices for doing unblock start from 100 and £70 which is a midweek rate and that's including va t our engineers assess the job on site and we'll give a definite quote before carrying out any work if it's acceptable [usr] yes i suppose we'll have to get it don't [sys] ok i'd have to take some details from you first before i can check the availability may may i take your post code [usr] it's [pii] [pii] [sys] cute [usr] [pii] [sys] 01 2nd [usr] and [sys] please and may i take the first line of your address [usr] [pii] [sys] ok i'll just find that won't be a second is that [pii] lovely and may i take your name [usr] the n it's [pii] but not [sys] alright [usr] as a [sys] ok that you get that all the time now [usr] totally [sys] -huh and may i er take the best contact telephone number for you please [usr] can you see what number this is because this is my i couldn't tell you what it is i might be able to hang [sys] ok [usr] on my wife can tell me she knows my number [pii] [pii] [pii] [sys] lovely [usr] ok [sys] ok the blockage outside the property you said it was a stack stack pipe [usr] i'm i i assume it's it's either us or our neighbors but our neighbors are away and they're family lot anyway but i don't know it's going down to the stack pipe it is eventually going but it doesn't take long to back up you can put water in it will it backs up everywhere it just comes back up again but it doesn't take long for it to hit whatever it is we've got a plumber as a friend and he says it's a low no a blockage low level blockage low level he thinks [sys] ohh right ok [usr] but the only thing is it's how he gets into the stack pipe or she gets into the stack pipe to see how it's where where the blockage is [sys] all right ok i'm sure they have their ways is is the drain overflowing [usr] no it's an i i it's [sys] no it's [usr] a [sys] just [usr] sealed well it it's coming back up through the sink and the the sink the washing machine er drone [sys] right ok [usr] thing downstairs you can do everything upstairs and it just comes back up up the sink and in the kitchen [sys] ok i'll pop those notes on there are you still able to use your toilets within your property [usr] but then it it comes back up no [sys] it's it's also backing up there [usr] it's back well not the toilet it's not but downstairs again [sys] that that's right i'm with you ok are there any vulnerabilities on site any medical conditions or [usr] the what sorry [sys] any vulnerabilities on site if you've got specific health [usr] i've got heart problems but nothing i can still [sys] right [usr] walk [sys] ok [usr] around the place but apart from that [sys] okey doke one sec [usr] but i'm on medication i'm i'm all right if what i mean i'm not i'm not disabled [sys] huh [usr] it not with that do you you do accept credit cards or cards i assume [sys] they do if if the engineer does the work for you you just need to settle with him on site but they are able to take cards if if that's more convenient for you [usr] well whatever we it depends how much it all is really but [sys] ok it's just checking availability for me now it won't be a second [usr] ok [sys] ok the earliest availability that i've got is tuesday am which is between eight o'clock and one o'clock [usr] that'll have to be [sys] is that ok [usr] well [sys] that's tuesday the the [usr] ii [sys] 19th [usr] i i this tuesday is it [sys] yes the 19th [usr] you this if if that's it then that's it but we're struggling to do anything [sys] ok [usr] really but all right then and that's the 107 that's your call out charge and then he'll within that price tell us how much anything is gonna be [sys] it it's not a call out price it's [usr] all right [sys] where our prices start from i said he will assess the job for you on site and give a definite quote [usr] right [sys] if you're not happy with the quote you don't have to proceed with the job and you you won't be charged but you are looking around that figure [usr] is that including no right that's fine then ok [sys] it does it does include that sorry i just heard you yes it it includes the a that that price as well [usr] that's one good [sys] ok [usr] thing all right then thank you much thank [sys] okie [usr] you [sys] doke i'll i'll send this through then to the local office for you you will receive a text with the job reference number and the local office phone number but that is booked in for tuesday morning for you between 8 a.m. and 1 p.m. and the engineers do give you a call when they are on the way out to you [usr] all right then appreciate that thanks [sys] ok [usr] much indeed [sys] all right [usr] bye bye [sys] no problem have a good weekend thank you bye [usr] what's that

8Sale

[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 hello you're speaking to [pii] at dia on demand how may i help [usr] when you can i just wanted to know we've got a blocked toilet or blocked drain and the plumber seems to think it's a four inch pipe and i just wanted to know is there a price difference if someone out if someone came out today compared to tomorrow at all [sys] there is and it's very unlikely we'll be able to get anybody out today [usr] ok [sys] tomorrow the charge would be 100 and £80 on a sunday it's 237 [usr] ok ok [sys] but at three o'clock in the afternoon we wouldn't realistically be able to get anybody out it's unlikely anyway [usr] ok [sys] but i'd have to raise a job check [usr] ok i'll i'll just get someone out tomorrow then please [sys] all right ok that's fine just bear with me can i take your postcode [usr] sure it's [pii] [sys] yes [usr] [pii] [sys] [pii] is it a private residence or a business [usr] it's a private home [sys] and the first line of the address [usr] [pii] [sys] do you have any british gas home care cover for plumbing and drains [usr] no [sys] and your name is [usr] it's [pii] [sys] and can i take a contact phone number [usr] sure it's [pii] [pii] [sys] yes is the tray blocked outside the house or inside [usr] inside [sys] anyone with any vulnerabilities there that this is affecting [usr] well not really my husband's diabetic and it's i know it would be ideal if we could use the toilet but we can't that's the only thing [sys] that's ok it's an all day appointment tomorrow anytime between 8 a.m. and 6 p.m. but [usr] ok [sys] the engineer would give you a call when he's on his way [usr] okey dokey [sys] is that all right [usr] that's fine and you say it's gonna be did you say [pii] [sys] [pii] for tomorrow yes [usr] ok that's fine i mean what we've done we've had a plumber who's a friend of ours come around everything's been taken out i'm i'm hoping it shouldn't be too difficult the toilet's unplugged to speak it probably just [sys] all right [usr] a a camera [sys] yes [usr] and a jet wash and i'm i'm hoping that will do do the trick but he hasn't got the tools to be able to do it unfortunately [sys] all right ok hopefully they'll be able to sort that without too much trouble [usr] can i give [sys] as [usr] you [sys] i said [usr] can i give you my mobile number as well i mean i will be here tomorrow but [sys] i can ask them to call 30 minutes prior to arrival [usr] that'd [sys] if [usr] be [sys] you [usr] lovely [sys] that [usr] be great [sys] and what's the mobile [usr] it's [sys] number [usr] [pii] [pii] [pii] [sys] that's great i've noted that up he'll give you a call i've asked him 30 minutes prior you can pay by cash or card on completion he has a card reader with him [usr] ok [sys] and that's all in place for you [usr] perfect and fingers crossed i'll be able to use the toilet tomorrow thank you ever much thanks [sys] ok [usr] for your help [sys] missus [pii] [usr] cheers [sys] you're more [usr] see [sys] than [usr] you [sys] welcome [usr] bye [sys] thank [usr] bye [sys] you bye

8Sale

[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 good afternoon you're through to [pii] here at how can i help [usr] hi there i was wondering if i could book for one of your plumbers to come out and see a toilet of ours you came just under six weeks to go [sys] ok [usr] i'm just wondering if you could come back [sys] and what's the post code [usr] it's november november 1/6 [pii] which one are we going to [pii] [pii] [sys] let's have a look and is it a commercial property [usr] it's simpson's engineering [sys] ok i have that here now that's fine and you said there's an issue with the toilet again [usr] the same toilet you came to last time [sys] ok ok and is there anybody on site with any vulnerabilities that we might need to be made aware of [usr] no not [sys] ok [usr] at all [sys] that's fine and who could i list as the on site contact [usr] if you take my name cos the on site contacts not here today it's [pii] and [sys] and what's the best contact number [usr] probably my mobile number will be the best one at the moment it's [pii] [sys] yep [usr] [pii] [sys] ok that's fine what happens with this being a commercial booking is it will be sent over to our local office and then what they'll do is just give you a quick call to confirm the costings and availability and just to make sure that you're happy and [usr] yes [sys] if you are we can get somebody over and have a look at the issue for you if you're not happy of course you're under no obligation to proceed at that point ok [usr] ok [sys] fantastic [usr] that's fine thank [sys] that's no [usr] you [sys] problem at all is there anything else i can help with [usr] no [sys] ok well thank [usr] that's it thank [sys] you very much for [usr] you [sys] your time and have a nice day hello [usr] thanks bye

8Sale

[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 three we record calls for quality and training purposes the current wait time is approximately seven minutes thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hive and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a high thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bills [usr] press three to landline press four [sys] think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit it's quicker and easier to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date did we can cover your home electrics kitchen appliances and plumbing and drains too ask us about upgrading your cover today have you checked your carbon monoxide alarm recently you can't smell or taste carbon monoxide it's important to make sure to test them regularly and to get your gas appliances serviced every year if you're not sure how to use all the controls central heating system just ask our engineer to talk you through when we next visit freezing pipes are one of the most common causes of boiler breakdowns in winter the best way to prevent this from happening is to wrap insulated materials electrical heat tape or fiberglass round exposed pipes to protect them if you've got a condensing boiler you can have a condensate fit this is an insulated pipe that stops your boiler waste pipe from freezing which is one of the most common problems for our customers just ask our advisor or one of our engineers about getting one thank you for calling [pii] you are through to july 1 of the all of us in the home care team how can i help you [usr] hi there i think i've got dino rod coming out today just to look at a drainage problem but i track the engineer on the home care page the engineer come out to service the washing machine but it could be a drain problem can you tell me if dina [sys] ok [usr] rod are on [sys] let [usr] the way [sys] me check [usr] yet [sys] for [usr] or [sys] you [usr] if the appointment's booked [sys] can i have your home care number please [usr] ok i haven't got the home care number [sys] all right [usr] with me [sys] do [usr] hold on [sys] you have [usr] a sec [sys] a postcode [pii] [usr] yes it's [pii] [pii] [pii] [sys] [pii] and and the house number [usr] never it's storing lodge [sys] doreen lodge [usr] storing lodge yes [sys] that the storing lodge is in [pii] ok [usr] yes sting [pii] [pii] postcode [pii] nt [sys] is it mr [pii] [pii] ok let [usr] it is [sys] me quickly [usr] yes [sys] check for you [usr] i'm just looking at my i'm just looking at my account details now and it says correspondent address of [pii] nt that you've obviously missed the the the house name off there that's the way i couldn't find it do you wanna [sys] the home [usr] amend [sys] address [usr] that to [pii] [sys] ok [usr] yes you're [sys] on [usr] missing [sys] my [usr] a line [sys] side it does show [usr] the [sys] [pii] [usr] top line should be storing [pii] ok ok [sys] no [usr] on on my [sys] ok [usr] on my account details personal details it just says [pii] but that's ok how there should have been a diner rod appointment booked for today in in in conjunction with [sys] for [usr] the with [sys] today [usr] the british gas white goods engineer [sys] let me i'm still [usr] are [sys] double [usr] they [sys] checking [usr] are they still [sys] on my [usr] coming [sys] side [usr] out [sys] is it for a blockage [usr] yes ok and this is [pii] yes [sys] on my side it shows that and and what is this it is on my show there's an appointment for today and the engineer is en route the appointment was it is between 12 and six and the engineer on the route that's the status on my side it shows that kitchen appliance that's strange [usr] and that this is this is the dyno engineer is it no no the the kitchen appliance person has been but there should be [sys] it [usr] another [sys] was [usr] dino rod engineer coming as well to unblock the pipes cos of the smelly pipes this is all organized last week on thursday when you failed to provide the service last week i talked to customer service i complained and they assured me that a dino rod engineer was gonna come today cos you're supposed to come on thursday but you never turned up is the the white goods engineer the british gas engineer [sys] ok [usr] has been and they have adjusted the washing machine but the drains need to be unblocked as well [sys] ok [usr] is [sys] i've mentioned [usr] it [sys] on [usr] our [sys] my [usr] our diner [sys] side i see [usr] ro [sys] a kitchen [usr] coming [sys] appliance [usr] today [sys] appointment [usr] the appointment should [sys] and [usr] have been booked [sys] i see also there was [usr] that's [sys] an [usr] my [sys] appointment [usr] question [sys] for the 23rd but please hold for me ok i want to confirm from my other team yes that's what [usr] yes can can [sys] that's [usr] someone [sys] why [usr] from [sys] i want [usr] dino [sys] to [usr] rod [sys] confirm [usr] tell [sys] i want [usr] me [sys] to call the [usr] if [sys] i [usr] a dino [sys] the wrong department [usr] rod engineer is coming [sys] please [usr] today because [sys] hold [usr] i've [sys] for [usr] taken [sys] me [usr] another day off work [sys] all right [usr] yes brilliant yes great well i will do thank you very much indeed [sys] hi mister [pii] thank you for holding the line for me i have just spoken to the local office that i know officers how they the appointment has been booked for today [usr] hi [sys] and the engineer will be coming and [usr] hello [sys] they also have advised that the engineer is going to call you when he's on his way that's correct yes [usr] ok ok and what and they'll be here before six will they [sys] definitely coming today yes [usr] brilliant ok fantastic i just [sys] alright [usr] wanted to check because [sys] no [usr] i wasn't [sys] worries [usr] able [sys] thank [usr] to track [sys] you bye [usr] it online but someone from [sys] for [usr] dino rod is is definitely coming out this afternoon ok thank you very much indeed thank you bye bye

8Sale

[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 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 there how can i help [usr] hello i'd to arrange a call out for somebody to come and look at a blocked rainwater train [sys] right is this regarding a domestic property or commercial [usr] domestic [sys] and do you have british gas home care cover for your plumbing [usr] no [sys] and drains [usr] no i don't [sys] no ok can i take the post code please [usr] [pii] thr three alpha hotel [sys] ok are you able to use the glitz in the property they're not are they affecting in any way or are they all ok the [usr] able [sys] toilets [usr] to use what in the [sys] but [usr] the toilets yes they're fine [sys] they're fine ok ok it should block the down pipe is that correct [usr] it it is the rainwater dam pipe [sys] ok we don't have a the soonest we'll be able to get someone sent out to you will be on thursday or friday [usr] ok [sys] no [usr] what time could [sys] i'd need [usr] do [sys] to fill in a couple more details before i can move on to the availability for that day but regardless of which day the engineer attends we do have a call fee we don't charge customers for the engineer coming out to the property but once they do they'll carry [usr] ok [sys] out an assessment they'll let what the issue is as well as a quote you'll then need to agree to that quote for the engineer to then start the work as it's payment upon completion cash or card [usr] true [sys] and following the week monday to friday within office hours am to 6 p.m. the starting price on unlocking is 100 and £70 and that's va t included [usr] ok ok that's fine [sys] ok can i take your first and surname please [usr] er it's [pii] [pii] [sys] god and your mobile number please [usr] [pii] [sys] yep [usr] [pii] [pii] [sys] i've got [pii] first line of the address please [usr] correct [pii] [sys] anyone at the property that's got any vulnerabilities we should be made aware of hello no vulnerabilities [usr] no it's not there's nobody [sys] ok not [usr] at [sys] an issue just bear with me a brief moment [usr] no [sys] ok we've got thursday morning available morning would mean an engineer would attend [usr] that [sys] at anytime [usr] sounds [sys] between [usr] good [sys] 8 a.m. to 1 p.m. roughly and they'll give you a phone call once he or she's on route right he or she be in the in the engine [usr] ok [sys] right [usr] what's that [sys] that's all booked in anything else i can help you with great take care [usr] no that's [sys] bye [usr] everything [sys] bye now [usr] thank you all right thank you bye bye

8Sale

[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 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] hello you've reached how can i help [usr] i was just ringing up to see how much would it cost to unblock a drain [sys] for it depends on the days really for the week monday to friday it's 100 and £80 that's from eight until six pm saturday today the price goes up to £225 [usr] yep [sys] sunday it's 237 but it's all including the [usr] could i get someone out today to unblock my train is that alright [sys] is it what what's depends on the issue it depends on what the local office would see as [usr] the flushing the toilet and the toilet was filling up i've gone outside i've lifted up the man hole that was filled up i've tried rotting it myself but i mean it's just it's it's it's getting better but i mean i haven't got enough rods to get [sys] no [usr] go any [sys] that's [usr] further [sys] fine is [usr] that makes sense [sys] it is it the is it the only toilet [usr] is it what sorry [sys] the only toilet [usr] well the this is the only toilet i've got two toilets in the house but this is the only one that's causing a problem downstairs one and there's [sys] right [usr] a manhole cover there's a manhole cover right outside it's all easy to access and i say my rods are aren't long enough [sys] right ok we can call them up the the the issue is that because you've got the other toilet they might not see this as an emergency but what we can do is i i can give them a call and just see if they can get someone out today for you [usr] that'd be great if you could [sys] that's no problem do you have british gas home care policy that covers your new drains [usr] no i don't know [sys] no no problem is it is a commercial or domestic property [usr] domestic [sys] thank you can i take the postcode please [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] i'm sorry let's have a look not and i can get the first line of the address please [pii] [usr] [pii] [sys] mr thank you and can i get your name please [pii] [usr] it's [pii] [sys] [pii] thank you [usr] no no i put i put all my rods down there about 20 m i think it is and still i've got another one there but it's it doesn't seem to have an issue with that i was just on the phone dining rod now it would be easier rather than me messing around all day long i was hoping it's gonna be quite easy but no i've had enough now [sys] is this gonna be the best contact number to get you on [usr] this is the best number [sys] alright no problem right it's a toilet toilet box in the downstairs toilet box in the property downstairs toler blocked in property manhole outside er is that all all right right up to the brim did you say [usr] well it was i mean i've had a go i had a go doing it myself and it has sort of freed up a little bit but i just my rods aren't long enough now i i didn't know [sys] is there anybody with covid shielding from covid or any vulnerabilities on site [usr] there's no one for covid now i've got my partner and my little boy here that's it [sys] right ok right let's try that and up to that's right thank you and you're happy with payment on completion either cash or card [usr] that's [sys] no [usr] fine [sys] problem right but see it brings up on right let's let's give them a call and i'll see if they can get someone out for you today [usr] nice one cheers [sys] bear [usr] mate [sys] with me i'll just pop you on hold if that's all right cheers bye thank you dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers hello [usr] all right [sys] a ok it it it is because you've got that over the toilet it's they're not gonna put this through as an emergency unfortunately [usr] ok but when would i any idea when somebody [sys] we i mean [usr] might i mean [sys] we we we we can give you monday [usr] monday [sys] that's the earliest we can give [usr] that'd be cheaper that'd be cheaper [sys] well [usr] then i suppose as well [sys] it'll [usr] would [sys] go [usr] it [sys] 280 [usr] that's fine what would someone contact me monday or they contact me sunday or something [sys] well [usr] or just [sys] they should [usr] or [sys] the the the the engineer should give you a contact before you arrive but i i i'll have it in for monday it'll be on the 88 till 6 p.m. and that that's when they just [usr] all [sys] put [usr] right [sys] job [usr] brilliant [sys] jobs in but it should all get i'll put in for monday and you should get a call on monday pal [usr] all right mate nice [sys] all [usr] one [sys] right [usr] thanks [sys] no [usr] a lot [sys] worries [pii] [usr] all right bye [sys] right [usr] bye

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[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 through to dino power to be gas [pii] speaking how can i help [usr] hello my name's [pii] from pain and zoo [sys] hello [usr] hello i work with the maintenance team this isn't a request for a visit immediately it's an enquiry if i needed you to visit us urgently to clear drainage would you be able to come in today [sys] right ok how it works with businesses and commercial places is we would take the details from you pass it over to the local office and then they call you back shortly after [usr] right [sys] with availability and prices and would it be places of work and commercial it's not as straightforward for us to just book in [usr] right [sys] they call you back and they'll go through [usr] ok [sys] it with you [usr] okey doke can i give you the details then please [sys] do you want me to set that up for you did you say [usr] yes [sys] you didn't want [usr] i [sys] somebody today though or [usr] well well possibly we i'm gonna be honest with you we had another contract it out but they arrived with some faulty kit and weren't able to clear [sys] right [usr] it it's getting rather messy i've asked them to if they could come back today but they haven't responded yet i'm just trying to prepare backup in case that doesn't happen [sys] it might be better for me giving you the number then to the local office what's the postcode of where you need us to attend [usr] [pii] [sys] let me put you through [usr] that's [sys] no [usr] super [sys] problem [usr] thank you [sys] would you their number as well is [usr] yes please [sys] a [pii] [pii] [pii] [usr] yes [sys] i'll just bob you through [usr] thank [sys] now [usr] you [sys] good morning dino plumbing [pii] speaking how can i help you [usr] hello [pii] this is [pii] from paint and [sys] hi [usr] zoom i was if we needed to request your services rather urgently would you have someone available that could come out today [sys] i can put you through is it a drainage issue is it or a plumbing drainage [usr] yes are you local to to t cus codes [sys] our office isn't we have plumbers and drainage people over in that area [usr] right it's just the the the dialing coach you gave me i was thinking what that's that's not near us ok yes could you check for us please [sys] what's [usr] thank [sys] your postcode [usr] you [pii] [sys] [pii] ok if you bear with me a moment [usr] thank you that will be on the old radio about it [sys] hello hi there you've got a blockage [usr] hello [sys] at the zoo is that right ok [usr] that's [sys] not [usr] right yes [sys] a problem [usr] it's a commercial [sys] and what [usr] request for services [sys] is the affected problem at the site [usr] i don't know exactly they just asked me to give you a call but it is just a blockage every time they've tried everything they can this end using jet washing [sys] ok [usr] and polls whatever they do but it's blocked [sys] right [usr] and as soon as it [sys] i [usr] does [sys] see [usr] it clear then it immediately [sys] ok [usr] blocks again [sys] and is the is the zoo open right and how how easy [usr] it is [sys] is access [usr] yes [sys] for my technician for his van ok [usr] they [sys] that's it's [usr] they [sys] just [usr] will [sys] because [usr] make [sys] obviously [usr] it [sys] if he [usr] accessible [sys] needs to drug hoses [usr] for you yes [sys] for quite a while he he'd need a second person with him you see [usr] yes [sys] that's all ok we can we can get out to you today the cost for the first hour you're gonna be looking at 205 83 plus the vat any [usr] right [sys] further [usr] ok [sys] 30 minutes [usr] for one [sys] that they [usr] hour [sys] need to be [usr] that's [sys] there [usr] fine [sys] it's 83 83 33 plus the va t [usr] right ok thank you could you give me [sys] of course [usr] 20 [sys] that's not [usr] minutes [sys] a problem [usr] half an hour and i can come back to you [sys] yes [usr] and i can give you a purchase order number et cetera if needed [sys] yes it's [pii] [usr] and can i have your direct number please [sys] [pii] [usr] yes [sys] [pii] if you have to speak to [pii] they'll pop [usr] and [sys] you through [usr] who do i ask for please [sys] not a problem [usr] that's excellent thank you [sys] thank [usr] very much for your [sys] you take [usr] [pii] i'll [sys] care [usr] be back with you in 20 to [sys] i [usr] 30 minutes thank you bye bye

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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 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 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 dino is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote dino offers a fast reliable service you can trust with fixed faces and the call out charges you can rely on us to get the job done it's really easy to book appointments online just visit dino dot com is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote i know how i can help with today [usr] good afternoon i don't know if i've come through to the right number my name is [pii] i live at [pii] have done some unblocking for me three times have you got access to my account or my details [sys] i'm on the account now from the last time we came [usr] thanks [sys] no worries what's the issue do we need to get another engine out to to the property [usr] i no no very nice engineer very helpful very respectful i did ring to let his manager know that he had superb [sys] ok [usr] service er er no it was the third time this problem had happened and he said i need to fully flush the toilets these quick f things don't er which i have been doing but she inspected and he showed me er there was a small on some parts of the sewage system it it's it's not a major thing and he took a photograph of it sent to the office wherever that is to arrange a quote for something patch [sys] right [usr] and i i gave him my email number and they were going to get back to me he had to come back to photograph it it was last wednesday he was here and and i think it was thursday he had to come back to photograph it the photograph wasn't clear enough for the the engineers to assess what needed to be done i i can't remember the size of the patch he he said he said it should be hundreds it's not £1000 job digging up whole things and i i just wondered if you have access to find the quote and if i'm agreeable with it to arrange a date and time [sys] what i'd have to do i have to pass it to your local office for that only reason being is that they can get it sorted and they can get the same engineer out or whatever you'd as well [usr] do you have to call somebody or do you don't need [sys] no [usr] to give [sys] i can [usr] me [sys] transfer [usr] a number [sys] you over to them straight over [usr] thank [sys] no [usr] you [sys] worries [usr] very [sys] i'll [usr] much [sys] pass you over now have a nice day [usr] thank you [sys] 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 welcome to dino rod thames valley region please note thames valley region is a franchise of dino rod experts in drain clearance and repair we offer 24 7 365 days good afternoon down road [usr] good afternoon my name is [pii] i i've been transferred to you but the line is wobbly and stuff can you give me the number to redial [sys] who was it for sorry i couldn't quite hear you [usr] my name is [pii] seven close it's inquiring about i i've had an engineer sort me out very efficient and the crux of the thing is he recommended sent a photograph of some crack in the system which he said could be repaired with a patch and i would get an estimate to my email and i haven't had it and i i was just wondering if i could talk to somebody and they could give me a quote and i could decide yes or no and sort out a date to do it [sys] ok could i just take your postcode [usr] yes yes the line's all right now it stopped quivering i don't know if i pressed the right option because the line was [sys] ok [usr] a bit odd x two ox 264 yz [sys] ok bear with me one moment madam thames valley region is a franchise of dino rod experts in drain clearance and repair we offer 24 7 365 days a year assistance and provide personal local service with the backing of a national organization for more information on our capabilities visit dino dot com your call is important to us please hold the line thames valley region is a franchise of dino rod experts in drain clearance and repair we offer 24 7 365 days a year assistance and provide personal local service with the backing of a national organization for more information on our capabilities visit dino dot com your call is important to us please hold the line thames valley region is a franchise of dino rod experts in drain clearance and repair we offer 24 7 365 days a year assistance and provide personal local service with the backing of a national organization for more information on our capabilities visit dino dot com your call is important to us please hold the line hi there i've just had a look at your account and everything we don't have access to repairs quotes the lady who sorts it out is in tomorrow morning [usr] what's the number i [sys] ok [usr] need to ring [sys] it's [pii] [usr] [pii] [sys] [pii] [pii] [pii] [usr] [pii] [sys] [pii] [usr] [pii] is [sys] [pii] [usr] it [pii] or [pii] [sys] [pii] [usr] [pii] [sys] no [pii] [usr] [pii] [sys] and then it's 88 [usr] nice [sys] six [usr] 88 [sys] 88 [usr] six [sys] nine [usr] 88 [sys] nine [usr] five [sys] nine [usr] five sorry the line keeps five or nine [sys] nine [usr] hello sorry the the line keeps getting distorted when you say that is it five the number after four or nine [sys] number [usr] the number [sys] after 89 [usr] eight nine sorry [sys] that's alright [usr] somehow it it it this line keeps distorting a bit it's [pii] [sys] that's correct [usr] tomorrow morning i need to ring is is that er what time [sys] any [usr] er [sys] time from eight o'clock and ask her ask for [pii] [usr] [pii] yes i think i remember your operative talking to somebody called [pii] and is it in the pipeline or have you got no access to [sys] pardon [usr] that is is it an estimate being done or you have no access [sys] we [usr] to that [sys] just don't have any access to that [usr] no no that's ok just asking do about how long ahead people have to book this is it weeks [sys] honestly [usr] months [sys] i don't know cos obviously she she deals with all of the repairs and she'll be able to talk to you about that tomorrow [usr] ok ok just just asking sorry [sys] that's [usr] thank [sys] right [usr] you for your help i'm sorry for being silly [sys] ohh no [usr] about the number it's somehow something with the er the line it kept just [sys] ok [usr] starting a bit but we there [sys] we [usr] in [sys] did [usr] the end [sys] you're welcome [usr] thank [sys] take [usr] you very [sys] care [usr] much for your help [sys] why [usr] thanks bye

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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 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 [usr] it was a ok she [sys] our local teams of expert engineers are available across the [pii] 24 7 365 days a year [usr] exactly [sys] whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote dino offers a fast reliable service you can trust with fixed prices and no call out charges you can rely on us to get the job done good afternoon you're through to [pii] my name's [pii] how can i help [usr] hi i wonder if you can we've got a property in and we got a block is there a the service you provide to [sys] unblocked drains [usr] to un unblock the drain we tim's water have been out er and they've said it's a private drain they have partially cleared it but they said that it's not their responsibility they only they only did er one section of it but there's another section [sys] i understand [usr] that's still blocked [sys] good news that's the right way around to do it because it means that we can demonstrate that we can't unblock their parts and they can't unblock our part the private part but with the water board going first and unblocking it means that we will be able to demonstrate and give a warranty on it being free flowing whereas [usr] ok [sys] if it was the other way round we wouldn't be able to because they'd still need to unblock we wouldn't be able to demonstrate free flowing that's good it's a block drain is it what drain is it is it the is it [usr] it's the sewer [sys] it it it's the external sewer and you said it was one of your properties are you the landlord [usr] no no it's a bit of a complicated situation the property was owned by my brother-in-law he sadly [sys] i get [usr] died [sys] you [usr] this morning and [sys] ohh i'm sorry [usr] well er we found him this morning and he was he sadly he died [sys] right right [usr] and while we were there we found out that the toilet's blocked all they found out that the drain was blocked and because [sys] right [usr] it's a t and he's on the ground floor of course the upstairs hat is still functioning with the people in it [sys] right [usr] we need to get it cleared quickly because otherwise it will back up and flood into the property [sys] ok [usr] er we er the thames water people were pretty confident that the blockage was caused by too much toilet paper down the toilet which makes sense because it seems that my brother in law was using a a lots of paper because of certain issues [sys] right ok right it's causing the only toilet to be blocked or backing up not usable but it's not currently right could you we do have a couple of local offices struggling for drainage engineers at the moment do you mind giving me the post code of the property please i can check that's not going to be an issue [usr] it's [pii] [pii] [sys] [pii] [usr] [pii] [sys] then sorry the next [usr] [pii] [sys] it was [usr] [pii] [pii] [sys] [pii] bear with me one second i'll just check this 18 16 ok that's not going to be an issue are you going to be the contact for the drainage engineer [usr] i'm on my sister-in-law's phone at the minute it does it doesn't [sys] but [usr] matter you can use the number on the line as [pii] [sys] is [usr] and [sys] she [usr] we [sys] is she going to be the contact are you do you want the engineer to speak to you or [pii] [usr] no you can speak to her is all that's fine cos she can talk to me as well to ha is all fine [sys] ok and are you going to be the bill payer [usr] we'll settle the bill because obviously my brother in law can't [sys] i understand [usr] such [sys] i understand it's complicated [usr] situation [sys] ok it's [pii] was that [pii] did you say could you give me the phone number for [pii] [usr] i thought it came up as your number [sys] i i can't see it now [usr] [pii] [pii] [pii] [sys] [pii] and what's the first line of the affected property [usr] and [pii] [sys] first line of the address [usr] [pii] [sys] [pii] ok are you are you going to be on site or are you going to be able to be on site when we're attending [usr] it depends well it depends when you're attending [sys] i understand ok i'm just letting you obviously we need someone to be on site when we attend i'll get the availability up now i'm just getting the details put into the system and we'll see what when we can attend [usr] can [sys] obviously [usr] you tell me what the charges are [sys] they can it's a friday during weekdays 8 a.m. till 6 p.m. it would be 1701 70 in including va t it there's no call out charge it's payment on completion by card or cash to the engineer [usr] ok [sys] however we are on a friday i do it's not quite an emergency call out would be obviously sewerage overflowing which it currently isn't but obviously that's going to be the case soon if we're not if we're not prompt with the upstairs [pii] we'll try and get it in for tomorrow saturday but that would be at the saturday rate it would be 212 212 including va t ok [usr] and and is there [sys] well [usr] a call out charge or is that inclusive [sys] no there is no call there is no call out charge it's just payment of 200 on a saturday £212 including va t for a standard and blocking which this is is pretty much almost certain to be especially with the water boards already been on site and it has already given us a clue as to what the issue might be let me see let me just get all these details put in and we'll see if i can get you in for saturday [usr] i mean if somebody could get round tonight that would be ideal [sys] right [usr] cos the the lady upstairs is a single mum with a baby and i imagine that they probably use a reasonable amount of water [sys] ok [pii] [usr] yes [sys] ok [usr] 11 [pii] close [sys] got that thank you nearly done just need to check it it's quite obvious from all the questions you've asked and also not having mentioned it far but i do have to ask each have a book in a new job in is there any there is no home care policy with british gas covering the drains of that property is there it is just a one off dino visit that you're requiring [usr] exactly [sys] thank you [usr] and if it if it's helpful for you to know there's two there's two manholes on this dr run on the property both of them accessible easily accessible [sys] right thank you i'm just typing that in [usr] one's one's on the park outside the front door of the property and the other one's in the corner of the garden with the front garden [sys] and you will be able to get there tonight if i'm able to get an emergency booking in is that correct [usr] i'm i mean one of us can certainly be there to meet you if you give us notice i mean me it's only a it's only a 10 minute walk from my house to there [sys] right ok that's what i was getting at really because the engineer will give you a call as he's well he'll give [pii] a call do you want me to take your number as well as a secondary number [usr] you [sys] please [usr] can it's [pii] sorry no i the wrong number let me give you the house number that'll probably be the best [pii] [pii] [sys] [pii] i think i've got too many characters here [usr] let [sys] [pii] [usr] me say it again [sys] please [usr] [pii] [pii] [pii] [sys] that looks better sir [pii] thank you and what was your name sir i haven't [usr] i'm [sys] taken it [usr] i'm [sys] yet [usr] [pii] [sys] thank you very much mister [pii] ok an alternative number ok i've booked it in as an emergency for tonight the the the price funny enough well not funny enough but there is an out of hours the out of hours price is 212 on a weekday but it is a weekday it just happens to be the same as what a saturday day price is the price that i quoted you before of 212 including va t with no call out charge is still the case but it's the out of hours charge for a weekday if [usr] that's [sys] that makes sense [usr] that's fabulous that's good [sys] ok but ok ms [pii] will be getting the confirmation text through to [pii] that will include the job number and would you me to give you the job number over the line as well that you've got it mr [pii] [usr] sorry go ahead [sys] it is dy delta yankee wo whiskey oscar 343 9959 [usr] ok [sys] ok and the engineer will give you a call as he as he's leaving the job prior to yours he'll give miss [pii] a call initially on her mobile and if he's not able to get through to that straight away he'll call yourself mr [pii] on your land on your landline [usr] that's fine no problem [sys] ok is there anything else i can do for you today [usr] no [sys] tonight [usr] no [sys] sir [usr] that's very helpful that's really good if we can get out to be tonight that'd be fantastic [sys] ok thank you good night sir bye bye [usr] right cheers bye [sys] bye bye

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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

8Sale

[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 service press did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're speaking to [pii] at how may i help [usr] i have a problem i've had a plumber but he says i need something er [pii] [sys] all right ok do you have an emit gas home care cover for plumbing and drains [usr] pardon [sys] do you have any british gas home care cover for plumbing and drains [usr] no [sys] no ok [usr] no [sys] right we charge 100 and £80 inclusive of va t to clear a standard blockage on a weekday it's quite a bit more at weekend are you in any rush to have it done or [usr] monday would be funny [sys] right ok [usr] ohh [sys] can [usr] right [sys] i take your post code [usr] it's [pii] [sys] yes [usr] [pii] [sys] [pii] [usr] that's right [sys] and the first line of the address [usr] [pii] [sys] and your name is [usr] [pii] [pii] [sys] same with a [pii] or without [usr] it's spelled [pii] [pii] [sys] right ok and contact phone number missus [pii] [usr] what i'm on if you can take it otherwise i've got to get up and look at my diary [sys] all right let's see if i can find it [usr] ok [sys] i've got it showing it [usr] that 1 80 does that cover it [sys] normally unless there's damage to the dr yes but you wouldn't expect it to be that would normally cover it [usr] right that's good i say i've had a plumber and er he said it cos it is toilet is rising but he said he definitely would definitely need something [sys] right ok [usr] that's fine monday ohh [sys] well let's just check let me just check the diary i'm just working through to [usr] right [sys] check we can do it for monday it's blocked is it blocked external trains [usr] yes [sys] and it's a private residence this isn't it not a business [usr] yes it is and it i i mean he lifted up the thing and he said the water is up [sys] right ok is there anybody with any vulnerabilities at the address [usr] no no no no [sys] no [usr] the [sys] just [usr] thing [sys] check [usr] is [sys] the data [usr] i've got my covid jab on monday at 20 past 10 [sys] all right well i'll just check what we can do first [usr] ok [sys] of all we can do monday we can do monday afternoon between one and six [usr] ohh that'll be fine that'll be fine [sys] let's go for that one then the [usr] right [sys] ninth of october between one and six [usr] right [sys] engineer will give you a call when he's on his way [usr] ohh [sys] and [usr] fine [sys] you'll get a text or you won't get a text message because you've not given me a mobile but it doesn't matter the engineer will call you when he's on his way you can pay by cash or card on completion he has a card reader [usr] yes [sys] with him [usr] no well i will i can yes [sys] and that's all in place for you [usr] all right my love thank you very [sys] ok [usr] much thank [sys] you're welcome [usr] you [sys] take care [usr] bye [sys] thanks [usr] bye [sys] bye [usr] bye

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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 i did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're to talking to how can i help you [usr] hi good morning i was wondering if you can help me again you've been out to my property before i'm a landlord of a flat at i'll give you a postcode it's in town it's [pii] [pii] [pii] [sys] thank [usr] and it is [sys] you and the first line of the address thanks [usr] it's [pii] it's a flat above escape hairdressers in and the toilet's filling up again you've [sys] sorry [usr] done it yet [sys] just one minute sorry sir just one minute that's not that post code's not coming up give me again [usr] [pii] [sys] right you need to slow down sir is it [pii] [pii] or [usr] [pii] [sys] [pii] [pii] [pii] [usr] [pii] [sys] there's nothing on the system at that address [usr] you got nothing on the system [sys] no [usr] no you've been out there before i don't [sys] how [usr] get [sys] long ago [usr] it a few years [sys] right well it's a few years if it's not on the system i'll have to book it it won't be showing i can book a new job but it's if it's [usr] ok [sys] over four years it's not on the system [usr] ok [sys] ok [usr] because you guys went out there and ok [sys] is it residential or commercial business [usr] it's residential [sys] ok one minute i'll book a new job in and a ud large [usr] i'm the landlord [sys] you would you be paying for the bill ok what's the full address the first line of the address sorry [usr] it's [pii] [sys] i've got it [pii] [pii] [usr] [pii] [sys] right you're the landlord but you don't live there is that correct [usr] i don't live there i've got three guys living [sys] ok [usr] in there [sys] no problem no problem sir just let me finish the questions first it you'd be paying for the bill yes and what's your first and last name thank you [usr] it's [pii] [sys] sorry one minute [pii] ok [usr] i [sys] men go say the surname again [pii] [usr] men [pii] [sys] right man right i've got that right ok [pii] [usr] that's [sys] all i [usr] it [sys] need [usr] you [sys] now [usr] got it [sys] is a contact number that can either be yours or the tenant whatever's easiest go [usr] my [sys] on [usr] number is the best [pii] [sys] yep [usr] [pii] [pii] [sys] ok i'll just repeat that number [pii] ok [usr] correct [sys] just need to go through data protection is anyone with any medical or vulnerability issues living at the property [usr] no but they're they're a there's three guys 32 guys and a girl in there and they're they're [sys] ok [usr] autistic [sys] no problem that's fine [usr] they they are panicking a little bit because i told [sys] right [usr] them not to use [sys] ok [usr] the toilet [sys] i just need to go through just a que what is it is it the toilet that's blocked well [pii] [usr] we we've had it before you guys have come [sys] i [usr] out [sys] was looking on the system [usr] and you [sys] if [usr] you've [sys] you just let me [usr] cut [sys] finish [usr] you [sys] and then i'll explain everything [usr] no [sys] to you right ok is there is there no toilet available at the property to use at all [usr] no [sys] ok no problem [usr] no [sys] from what you're telling me [pii] we can get that we can get somebody i can't give you an exact time but we can get somebody there today is that convenient ok but they will [usr] yes [sys] they [usr] desperately [sys] will contact you first before coming out is that ok because obviously you'll be making a payment that's [usr] ok [sys] i say booked on the system now it is an emergency job but i can't give an exact depends how many jobs on the system they will contact you when they're on the way ok [usr] i can [sys] ok [usr] meet up [sys] just [usr] with a guy [sys] wait till the [usr] that'd [sys] engineer [usr] be great [sys] contacts you from the from the the local office ok that's booked in now [pii] thank you very much [usr] lovely [sys] cheers thank you [usr] great [sys] bye now [usr] thank you then cheers bye bye bye bye bye

8Sale

[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 and i promise [pii] speaking [usr] hi there i was to [sys] hi [usr] about booking obviously someone's gonna look at our drains but i didn't know how it worked in terms [sys] ok [usr] of [sys] have you got a british gas policy [usr] i don't know in in terms of just them as a provider or [sys] if you've got plumbing and drains on your british gas policy then obviously that would cover and er you would go through british gas to arrange for someone to come out either plumbing or drains [usr] i don't believe [sys] but [usr] have [sys] if [usr] a british gas policy [sys] no you said it was drainage that you need [usr] we've got a it's a couple of things we've had some construction work done and i want to make sure that to drain the drain pipes for the rain water are clear [sys] ok well you've come through to dino plumbing i'm gonna put you through to our sister company which is dino rods they're the drainage specialist [usr] ok [sys] no that's fine what's your postcode and i can direct you to the right office [usr] hp [pii] [sys] ok let me just see a hp seven right bear with me just a moment i'm gonna see if this is the er the office that's near there you right to just hold [usr] that's fine thanks [sys] thank you met part of the dino franchise group is your local plumbing part dino rod [pii] 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 [pii] valley region is a franchise of dino rod experts in drain clearance and repair good morning [usr] hi morning i'd to inquire about booking someone to look at a couple of our trains please [sys] ok sorry well when you say look at the are they blocked i mean are you a survey or [usr] well calling to see how it works from your side i i can't assess the drain we've had some building work done and i don't think that i think the drains are now slightly blocked maybe some building debris maybe some roots from plants growing in i don't know i want to get those two la drains looked at and whatever needs to be done to them done to them i guess [sys] ok we can carry out a survey or we can we can come out and try and do an attempt to clear and then quote you accordingly if that we can't i mean obviously routes that that that will need that will need an extra quotation they wouldn't just come out and clear roots if they're really bad cos they'd need special machinery [usr] i see [sys] ok [usr] ok [sys] at the moment what what's what's blocked for the minute [usr] they're not they're not entirely blocked they're [sys] right [usr] i just don't think they're running away as fast as they [sys] ok [usr] should [sys] they should ok no problem at all i can carry out a camera survey for £220 plus va t for the 1st 90 minutes worth of recording now depending on the drain run should it go over at £65 plus for every 30 minutes thereafter [usr] got you and how and what would then let's say there are routes or need to be cleaned is that an additional cost on top [sys] then [usr] of the service [sys] that that they they'll then they'll quote you accordingly because they'll be able to see how bad the routes are on what machine they'll need and how long it'll take [usr] ok and what if i just said the drain probably just got some debris can someone come out and i don't know clean [sys] do [usr] it [sys] you say [usr] flush [sys] i [usr] or whatever [sys] i for an attempt to it's 100 and £70 [usr] £100 ok and that would have they'd have the equipment to do a normal cleaner drain but not to do something with roots or other issues [sys] they wouldn't [usr] that [sys] no no they just do an attempt to clear [usr] that clear ok and how does it if we've got three or four drains once i look at is it is that first call out charge time bound it says 90 minutes or is it [sys] i i if if you've got quite a few drains it'll be 100 and £70 for the first hour and then it will be £65 plus vat for every 30 minutes thereafter [usr] gotcha ok can we book i i think there's one maybe with route maybe with route but there's three or four others that it'd be great to just have flush they're all quite small and easy access hopefully they can do it we need to give it a shot can we book that first hour or whatever it is and then i guess if anything can't be remedied then we'll have [sys] we [usr] to get [sys] can quote [usr] the second [sys] accordingly yes certainly what's the post code [usr] [pii] [pii] [sys] yep [usr] what [sys] no [usr] did you get [sys] problem [usr] [pii] [sys] at all that's fine come out today if you'd you available all day [usr] that's [sys] they [usr] yes i am [sys] ok perfect what's the first line of the address [usr] [pii] [sys] ok and your name sorry is [usr] is [pii] [sys] ok and then your phone number [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] no problem at all and then when we come any parking restrictions at all on the road there [usr] no they can park on a driveway [sys] ok [usr] that's fine [sys] perfect and should they need it which obviously they probably will do you have an ounce cap [usr] yes but it hasn't got sorry we got some building work going on it hasn't got a tap nozzle it's just a copper pipe coming out of the wall there is water but [sys] we [usr] i don't [sys] wouldn't [usr] know [sys] be able [usr] fitting [sys] to connect [usr] you would need [sys] a hosepipe onto that but no connections [usr] there there is no tap [sys] ok [usr] we can put we have put a hose pipe onto it but the hose pipe just goes over the top that is it i don't know that's that's what you need but [sys] sorry i i it's it's it's just to connect a hosepipe to to jet down it it it it it can we connect to head to that external chap [usr] what connection do you need [sys] well just a tap connection for a hose pipe [usr] no [sys] ok no [usr] no [sys] that's fine [usr] i said [sys] i'll pop on there [usr] i said [sys] no [usr] it's just a [sys] i know it gets all confusing but no problem at all that's absolutely fine it'll be payable on site by cash check or card directly to the engineer but we'll come [usr] ok [sys] out to you today i'll ensure the engineer gives you a call when he's on his way it will be a bit later today but we can certainly come out today we're in that area [usr] that's brilliant the only time i can't do because [sys] i [usr] i've got a call that i put is half 11 till quarter past 12 they could avoid that slot just because i won't be able to [sys] no [usr] get off the call otherwise all good [sys] perfect no problem at all we'll be out to you later today then [pii] [usr] that's brilliant thanks [sys] no [usr] for your help [sys] problem [usr] appreciate it [sys] [pii] thanks cheers all right [usr] cheers thanks [sys] bye [usr] bye [sys] bye

8Sale

[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] and he gave [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 [usr] i also want to give me a lecture because [sys] we record calls for quality and training purposes [usr] would eventually work out what that look [sys] my name is [pii] how can i help [usr] hello good morning it's mr [pii] here sorry i've i booked i booked a job online for saturday and it said it would be passed over to our local work thingy but since i heard anything i wondered if someone's coming or not or [sys] what's the postcode please what's your postcode [usr] hello [sys] what's your post code please [usr] sorry postcode is i've got a problem here hang on [pii] [sys] [pii] or lf [usr] uniform [pii] [sys] and the first line of your address please [usr] [pii] [sys] can you bill me [usr] i got a booking reference [sys] what's your booking reference please [usr] dywo 3412 n 991 [sys] ok right let's see they're scheduled there's someone is scheduled to come on saturday [usr] there is [sys] there was someone on saturday [usr] ok ok will will they get in touch [sys] yes [usr] with us [sys] they [usr] then [sys] they [usr] or [sys] will they will call you out on the day anyway before they before they turn up [usr] ohh it's just any time they just [sys] yes [usr] turn up [sys] for saturday yes for saturday can't [usr] ok [sys] really pinpoint [usr] no problem [sys] you [usr] no [sys] can [usr] problem [sys] call in [usr] i just didn't wanna arrange that and go out and then get a call sort of thing no worries as as long as i know all right thank [sys] no worries [usr] you for your [sys] cheers [usr] time [sys] take care bye [usr] cheers thank you bye

8Sale

[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 did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good evening you're through to [pii] my name is [usr] hi [sys] how can i help you today [usr] yes i've just bought a flat and i've discovered that the waste pipe is semi blocked it needs clearing is that something you can help with [sys] the wave five is it [usr] it's [sys] inside [usr] outside [sys] the flat [usr] it's down the side of the house it's what's going on is the the the the poo from the people in the flat above is coming back into the bathroom because it shares the pipe and it's the floor flat below it is flushing but it's just going out [sys] ok [usr] sl too slowly and the stuff from the floor above is coming back in again through the tube [sys] ok and is it the only toilet in [usr] pardon [sys] the property that box is it the only toilet on the property [usr] that's [sys] that's [usr] the only [sys] doing [usr] toilet [sys] that we can get someone out [usr] right [sys] to you this evening is it domestic do you have british gas car plumbing in drs for us to come out to you today prices would start at £224 is that ok [usr] i mean it's not an emergency if we could get it a bit cheaper without being instantly we could even i don't do it on monday or something [sys] i mean from monday price is at 100 [usr] that's [sys] and [usr] what [sys] £80 [usr] i saw on your website [sys] is that ok [usr] that would be fine [sys] can i take [usr] [pii] [sys] your first and last name i bet avis and [pii] can i take your telephone number [usr] [pii] [sys] please [pii] and your email address please [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] and the first line [usr] [pii] [sys] of the address please [usr] all [sys] and [usr] right let [sys] the [usr] me [sys] postcode [usr] just check [pii] [pii] [sys] sorry [pii] [pii] [usr] it might be good if someone could come soon i'm just thinking did you say it was 2 50 if someone comes this evening [sys] let me just double check one second for us to come out today prices start at 2 62 [usr] 2 [sys] 60 [usr] 60 is that and then you add that to it or is that it [sys] that's including [usr] ok [sys] va [usr] 2 [sys] t as well [usr] what about tomorrow is that any less [sys] tomorrow's price during the day starts at 237 [usr] ok let's go for that then i'll meet you in the middle with it then tomorrow sometime will be great what can you [sys] there's no vulnerable adults [usr] pardon [sys] at the party is there there's no vulnerable [usr] no [sys] adults [usr] no [sys] at the properties there thank you just give me one second [usr] ok [sys] i'll get this on the system are you ok to pay the internet by cash or card thank you hm did that [usr] did you say the price starts at 237 [sys] correct [usr] how could it [sys] if it's just a standard [usr] pardon [sys] cos that that's what the price starts at once the engineers assess the situation the price could change for example you could have a blocked drain or something that we've not seen [usr] well [sys] something that needs to be seen in the actual pipework for example you can have a broken pipe that needs replacing [usr] ok right i see but if it just needs flushing [sys] what [usr] then [sys] happens [usr] it will be 2 [sys] if [usr] 37 [sys] if it's just straight flushing and clearing the rod then that's what you're looking [usr] that [sys] at [usr] would be for that price and i how do you access are you able to undo the the down pipe and get the rods in there [sys] i said i'm not an engineer but the engineer will have a way and and the method of getting into your [usr] ok [sys] pipes and running it clear even if you need to look at the mans and see what's going on that way bear me one second it's only let me book you an appointment for to [usr] ok [sys] to today for some reason [usr] i'm just thinking maybe we can go i don't know it depends what times you can do tomorrow cos i've got a few things on in the afternoon [sys] i said i won't be able to give me a set time because it it work depends on where the internet starts [usr] right [sys] and finishes from [usr] i think we'll have to we'll [sys] but [usr] we'll [sys] what [usr] do [sys] i would [usr] it for monday [sys] say [usr] then we'll [sys] 10 [usr] wait till monday [sys] ok i just wanna see right i'll get [usr] ok [sys] you to him for monday then and then i said you'll receive a confirmation text and an [usr] ok [sys] email as well ok any issues or anything changes just get back to us and we can see what we can do ok [usr] will they cos i'll i'll be probably i'll need about half an hour's notice to get there or more [sys] we do try and call you 30 minutes [usr] ok [sys] before arrival [usr] i'll need [sys] as well [usr] for sure all right ok [sys] ok thanks [usr] thank [sys] for your call [usr] bye bye [sys] enjoy your [usr] bye [sys] evening [usr] right [sys] right

8Sale

[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the 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 drain services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will [usr] yes [sys] be transferred [usr] hang [sys] to a customer [usr] just a minute [sys] service advisor we record calls for quality and training purposes you're through to [pii] my name is how can i help [usr] ohh good morning yes er when your chaps came out on tuesday the third [sys] ok [usr] and we that's right i'm a bit upset no we had aaa shower [sys] what was [usr] unit and [sys] thank [usr] all [sys] you bye [usr] that fitted it with a and then we had this blocked er toilet er system thing anyway your chaps came out tuesday and they reckon they cleared it and all but i'm afraid it was 100 and 70 quid and i'm afraid it's still more or less the same problem i've phoned aqui they'd you to come out to us again because it's a health issue and then if your [sys] what [usr] if your engineer could phone them with the details if anything they might have er phoned i mean we never put more wipes or anything down but we can't use the toilet it's i have to put er the excrement in a bag and put it in a bin somewhere up the road and it goes on and on i'm 82 she's 79 we really would somebody to come out again just the second time without charge please because obviously they didn't quite they did their best but they they haven't done the the job that they er that we're [sys] ok [usr] paid for really i really and it's [sys] what's [usr] a health [sys] your [usr] issue i can't keep running around with buckets of you're right in the middle of the night please will somebody come out [sys] what's your postcode please [usr] post code [pii] [sys] and the first line of your address please [usr] sorry [sys] what's the first line of your address please [usr] [pii] that's [pii] [pii] [sys] ok bear with me a quick second i just trying to look at the job [usr] they came on tuesday [sys] right [usr] cost me 100 and 70 quid i can't keep paying out i reckon aqui i reckon if they come out again it should be free of charge [sys] bear with me a quick second just just looking at some of the details that one at the moment and can you just confirm to me that this is this property is for domestic use [usr] yes yes it is [sys] ok and based on what you what you explained yourself and your wife are vulnerable [usr] yes yes [sys] ok [usr] because we don't use it we can't even use the hand basin because that that pumps the the water even up to the rim of the bowl it's it's an absolute nightmare something's stopping it but we don't use moist wipes or anything not even using toilet paper to put down there now we're putting it in a separate bin that's how desperate we are but still it it comes up it's horrible something [sys] well i'm just [usr] really needs to be done [sys] not hold on a second i'm just putting a note down and letting the engineer know [usr] thank you we're really desperate and it makes me feel really ill [sys] on a second hm [usr] it's not it's [sys] right [usr] not it's [sys] and [usr] not [sys] and [usr] a [sys] can you confirm your first and last name for me please [usr] my first and last name [sys] yes [usr] [pii] [sys] please [usr] [pii] [sys] ok and can you confirm your contact number for me please mr [pii] [usr] yes please [pii] [sys] [pii] [usr] [pii] [sys] ok no problem at all and i don't know if i asked you before you don't have any cover with british gas do you for your plumbing and drain issues [usr] no no no [sys] ok thank you quick second [usr] i'll get the neighbor to move his car cos that's where the the man thing or whatever it is is [sys] it's a toilet ok [usr] well it would seem that we thought they cured it but no there's something and when you run the the water from the sink and that means the level up and everything is absolute nightmare and it's almost nearly flows over the top and onto the ground and terrified to use it i've got my grandchildren supposed to be coming this weekend they won't be able to use it [sys] ok what i've done now is i've booked you in do keep an ear out somebody has to be around to pick up the phone because the local office will call the local officer the engineer will call [usr] what [sys] will [usr] today [sys] today yes they will [usr] well [sys] call [usr] we'll be around [sys] ok as long as if you're not there as long as somebody else can also make sure that there's someone to pick up the phone or not too far off from the landline ok that's been booked in for you do listen at the local office will get back in contact with you ok [usr] and they'll definitely phone me today will they please [sys] yes that's correct [usr] without it fell [sys] yes [usr] promise [sys] they will phone you i promise [usr] all right that's today then i'll listen out for the phone call mate [sys] yes please [usr] ok ok [sys] right [usr] thank [sys] cheers [usr] you [sys] take [usr] for your help [sys] care [usr] then [sys] bye bye [usr] right bye they

8Sale

[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 [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help [usr] blocked drain blocked toilet [sys] our local teams of expert engineers are available across the [pii] 24 7 365 days a year [usr] no no the drain the the sewer is blocks [sys] good morning [pii] talks to [pii] how can i help you [usr] good morning do you cover [pii] and [pii] please [sys] we covered the whole country [usr] all right ok i got we've got a problem here in [pii] and we've got blocked sewer it's not it's not the u bend on the toilet [sys] ok [usr] the downstairs toilet the downstairs toilets overflowing in into onto the floor [sys] ok no problem is it residential or commercial business [usr] residential residential it's a house [sys] ok no problem what's the postcode where the problem is sir [usr] [pii] [pii] [sys] thank you have you never used i rod before then [usr] many years ago at our old address [sys] at this address that's what i'm talking about this address [usr] not [sys] no [usr] at [sys] ok [usr] this address no [sys] you don't want any account with british gas home care that covers [usr] no [sys] that ok [usr] no nothing [sys] no problem [usr] that [sys] that's [usr] no [sys] fine what's the first line of the address thank you [usr] there is no number for the house [sys] it's ok [usr] the house is called [pii] [sys] and what address is it what's [usr] [pii] [sys] no i've got it i won't be a minute sir thanks right [pii] [usr] [pii] [sys] [pii] i've got it [pii] [pii] and [pii] midlands ok no problem sir are you the owner of the property [usr] how how much how [sys] right [usr] much is it please [sys] how it works sir is there's no call out fee itself if they can do the job on the day a standard unblocking of a drain is 100 and £80 that is inclusive of va t and that is payable upon completion of the work [usr] right ok 180 well when when could you [sys] well [usr] come [sys] i'd [usr] come [sys] have to [usr] and [sys] check [usr] see it please [sys] you need to probably today or if if we if we can't get any with you today it'll be monday but i think we're still availability showing for today but i'd have to check [usr] ok he said to probably today if they can't come today it'll be monday ok [sys] all right [usr] hello well we well we can't we can't wait till monday [sys] sorry [usr] cos it's overflowing [sys] you did say [usr] into [sys] sorry [usr] the house [sys] there is sewage overflowing we can definitely sorry i didn't i didn't realize then we can definitely because it would be classed as an emer emergency job we can get [usr] it's [sys] somebody [usr] a help [sys] there today i i can't give an exact [usr] ok [sys] time it de depends what happens is we send this i work in the head office in [pii] we send details over to the engineer on call in [pii] and he will contact you when he's getting that depends how many emergency jobs he's got on the board but we it will definitely get there sometime today it's quite early hopefully he gets there as soon as possible but i just need [usr] right [sys] to take your details to book this in is that ok what's your first [usr] what do you want i'm trying to have two conversations at once yes [sys] sorry about that we [usr] hello [sys] what's your first and last name thank you [usr] [pii] [pii] [pii] [sys] yep o id ok [pii] i just need now the best contact telephone number for you thank you [usr] [pii] [sys] yep [usr] [pii] [pii] [sys] i'll just repeat that [pii] [pii] ok is it possible to take [usr] yes [sys] an email address as well [pii] ok if you don't have you got one yet [usr] yes all all lower case [pii] [pii] [pii] [pii] [pii] [sys] got that [pii] thanks very much right just one more question is anyone with any vulnerabilities [usr] ok [sys] or medical [usr] i said [sys] issues at the property at the moment ok no problem i'll pull all this well [usr] me i'm disabled [sys] sorry go on [pii] [usr] i am just i no it's it's it it it it's i'm i'm trying to cope with it i've i've i've only got one leg i'm in a wheelchair [sys] right well [usr] and [sys] you're [usr] i'm [sys] doing [usr] trying to cope [sys] you [usr] with an overflowing [sys] it is you're doing [usr] toilet [sys] very well [usr] you [sys] [pii] [usr] know it it it's a bit of a nightmare [sys] i say i've put this in as an emergency situation where the sewage overflowing i say the engineer will get this job now can't give it he he'll contact you on that number when he when he's on the way [pii] but it's booked in as an emergency situation ok [usr] thank you cos it's th this [sys] without [usr] is a health [sys] without [usr] hazard [sys] without [usr] and [sys] a doubt that's what i put on [usr] i'm [sys] [pii] [usr] a v [sys] all the information [usr] vulnerable [sys] is [usr] person [sys] on there the engineer will see this now obviously it depends if you say if there's other emergencies in before you they will take part but if there's not you you will get there as soon as you can ok no problem i hope you get it sorted as soon as possible cheers thank [usr] thank [sys] you [usr] you very much [sys] bye now [usr] thank you bye bye yes

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[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 plumbing services did that you can now book drainage services [usr] how do [sys] online [usr] i get this on speaker [sys] in a few easy clicks visit dino dot com for details alternatively please hold and your call

8Sale

[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 morning thank you for calling dino [pii] speaking how can i help [usr] good morning i'm just wondering i've got an appointment today i think it was between the hours well is it between the hours of eight and one o'clock but i need to nip out in a little while for an hour i'm just wondering what time they're likely to arrive [sys] ok i can give you an estimate what's the postcode [usr] it's [pii] [pii] [sys] and what name is the job booked under [usr] [pii] [sys] and if i could also take the first line of the address [usr] say that again sorry [sys] if i could take the first line of the address [usr] it's fine it's [pii] [sys] brilliant they're aiming to be with you pretty much gone 12 o'clock [usr] ok no worries that'll be ok then i think [sys] good [usr] let me think if there's any issues with that i'll let you i'll call you back thank you but i think [sys] ok [usr] that should be ok thank you [sys] no problem take care [usr] ok bye bye [sys] bye [usr] bye bye [sys] bye [usr] bye

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[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require did [usr] 2000 [sys] that you can now book drainage services online in a few easy clicks visit dino.com [usr] ok [sys] for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes welcome to dino my name's [pii] how can i help [usr] hello my name is [pii] i've got a a drain from my patio that goes into the main drain and it's full of leaves i've had somebody [sys] right [usr] come and try and blast it with my jet washer and they can't i think i need the professionals to come and give it a good old blast [sys] ok we should be able to have a look at that for you i take it you've not got any british gas drains cover it's just something you'd have to pay for is it [usr] yi i might sorry i couldn't quite hear what you said [sys] i take it you don't have any british gas drainage cover for the property it's [usr] no [sys] just something you'd pay [usr] no [sys] for is it [usr] no sadly [sys] ok [usr] i'm i'm with them with electric but i i'm [sys] no [usr] not for anything else because i don't [sys] no [usr] have [sys] that's fine [usr] gas here [sys] no that's fine no problem at all let's have a look what's your postcode there [usr] it's [pii] [sys] ok ok don't be one moment i'm just gonna pop into some details here and it's your own home is it you own it as well as live in it you don't rent or anything [usr] that's right [sys] no worries that's fine and if i could just take the first line of your address [usr] it's [pii] [sys] [pii] [pii] to here 60 and if i could just take your name [usr] my name is [pii] i'm ever sorry i'm having my lunch [pii] [sys] sorry that's my fault you've already told me your name and i asked again didn't i i'm on autopilot [usr] i do that all [sys] right [usr] the time [sys] to do that's right there we go pop back into that then let's put into here all right i'm just getting enough details into here to grab some availability and everything ok can come up cool perfect right to make sure we assign the right type of engineer and [usr] yes [sys] then we can do that one right outside [usr] because what's happening is my patio is filling up with water because the drainage [sys] yep [usr] is has got blooming leaves going down it [sys] yes it's that time of year isn't it where they get get filled up and then they slowly end up getting into smaller and smaller pieces and more and more blocked but we should be able to get it sorted for you right let's have a see for the capacity for the local team right the first availability the local team have got would be friday now [usr] right [sys] they haven't got anything today or tomorrow would be an all day appointment between eight and six but they would ring you before they arrive [usr] right [sys] to let [usr] i've [sys] that's on the [usr] i've [sys] way [usr] got a hospital appointment friday [sys] right let's just have a look one moment let's go beyond [usr] because i can work from home [sys] right [usr] but i have got a hospital appointment that's the only thing [sys] right i mean o other than that they've got any day next week but they haven't got anything else this week unfortunately struggling a little bit i think mainly due to the weather i think with everybody for it [usr] see [sys] but [usr] if [sys] i mean [usr] you [sys] as i say [usr] see my [sys] cool [usr] appointment's at 2230 at the local hospital in [pii] [sys] right [usr] but [sys] ok [usr] if i if it was a morning appointment i'd be fine but you can't say that can you [sys] we can't unfortunately no as i say it looks they're pretty busy at the minute i think the weather well the weather has played a big part in it with the new year as well because there's not been [usr] i [sys] as [usr] understand [sys] many days to to put things onto either [usr] isn't [sys] they've [usr] that [sys] ended [usr] isn't [sys] up as all [usr] that [sys] days [usr] nuisance i wonder i've got something on [sys] top floor isn't it [usr] i can't [sys] for [usr] take a chance in case you turn cos you can't do it without me being here to show you really where where it is can [sys] we [usr] you [sys] can't normally [usr] no [sys] now somebody over 18 has to be in when we do it unfortunately [usr] can i take monday then [sys] you [usr] please [sys] certainly can one moment then let's just reserve that one for us then all right there we go that's that one and in terms of the best contact number is that the one that you're ringing from your mobile [usr] yes [sys] number we've got [pii] does that sound familiar [usr] that's lovely if you've got a cancellation tomorrow i would be very very happy [sys] i can certainly [usr] is [sys] put a request [usr] what it is [sys] on it for you i mean it does happen sometimes for it i mean i'll gladly put on that and that you can do before then but what we'll do is [usr] it's [sys] i'll put a note on it and if anything comes up then they'll give you a call [usr] that's [sys] and [usr] lovely [sys] try and pull [usr] because [sys] it [usr] i can [sys] towards [usr] always i only work five minutes down the road i can always bring my work home if need be [sys] yep let me go i put into that four let me go put that into that sorted that's that one ok that's all everything in there for it [usr] that's [sys] in terms [usr] lovely [sys] of cost there's [usr] that's [sys] normally [usr] just what [sys] a fixed [usr] i was gonna [sys] cost [usr] say [sys] normally it can be done as a fixed cost rather than having call out fees and hourly rates and on just say it should be fixed as long as it's just a normal debris build up you say leaves or whatever there's no damage and then it's a fixed cost it's 100 and £80 including va t [usr] was it 100 and eight was that [sys] 18180 [usr] one 80 [sys] but that includes the vat that's a grand total for it you don't pay anything till after though we don't take money upfront or anything you can just do it with a card or you can do cash that's fine but the engineer sorts that at the end once everything's done and dusted for [usr] right [sys] you [usr] that's lovely that's [sys] and [usr] be done [sys] then but yes it gets [usr] ok [sys] it at least [usr] that's [sys] you'll know [usr] lovely [sys] it's clear for clear again won't you and no i'm not i'm not i know the paddling pool for [usr] well [sys] it but [usr] it is [sys] no that's [usr] and it [sys] fine [usr] it worries you because it's coming up the house you [sys] well [usr] know that's [sys] well [usr] what the worry [sys] it [usr] is [sys] will do if you don't want it i mean you you don't want it to be under the house or in or up the walls or anywhere else do you for it now it's better better sorted quick question is there any vulnerabilities or mobility mobility issues or medical issues or anything you'd the engineer to know when [usr] no [sys] they arrive [usr] no [sys] all good wonderful no problem pop that on there just save them asking on the day there we [usr] what [sys] go what i'll do is i'll pop this over to the local team now you'll you'll get a text in a minute or two just confirming the appointment give you the reference number and the local team's number you shouldn't particularly need it for anything it's just your confirmation it's all gone over if anything crops up you need to change it or anything you can ring either the number that's on there or this one doesn't matter in the slightest but unless we hear differently or unless something comes up first we'll see you monday but if anything comes up before then we'll give you a bell and see if we can pull it forward for you all right [usr] well i am gonna try and phone the hospital and see if i can move my appointment because it's not nothing urgent and [sys] right [usr] if they can [sys] right [usr] i can phone you back [sys] by all means give us a call back if if they can sort it for you and we'll try and pull it forward all right [usr] ok lovely all right [sys] no [usr] then [sys] problem thank you very [usr] you [sys] much [usr] bye [sys] cheers bye bye

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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 upcoming services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] speaking to [pii] how can i help [usr] hello there i got a problem with a drain or rather a a soil pipe to be more precise [sys] okey dokey are you a british gas customer or are you looking to doing a one off for diner today [usr] just run off [sys] not a problem and is it a property that you own [usr] it is but it's tenanted [sys] his tenant to try are you the landlord then or are you the tenant [usr] that's right the landlord [sys] landlord that's not a problem bear with me two seconds let me how do have we been to the property before [usr] no [sys] no no problem what i'll do then i'll take some details and i'll yes something booked in on the system for you what's the postcode please [usr] [pii] [pii] [sys] [pii] have a look closer you before [usr] and let's look at [pii] [sys] me create a new address account bear with me two seconds it was sorry [pii] did you say [pii] sorry [usr] [pii] [sys] [pii] no problem i'll get that for you and me is that right [usr] that's right [sys] no problem i've got that account and will it be yourself at the property of the tenant just i know [usr] we i i live next door [pii] [sys] no worries and that's [usr] best [sys] fine [usr] to knock on number 18 it's [sys] and will it be the tenant paying and claiming back for you or is it yourself paying no no need to know when you set up a separate billing account or not [usr] that's a good question i guess it depends what the cause of the blockage is but the evidence suggests it's a problem with the soil pipe either being broken or blocked [sys] you take care bye [usr] i would i would probably suggest the bill should come to me in the first instance [sys] yes [usr] i'm not clear yet whether we'll be able to claim anything through the insurance again it depends exactly what's caused the the problem [sys] certainly what i do is i i'll create a billing account for yourself and i'll send the details will be very similar it's worked correctly on correctly on the system that bear with me two seconds the post code the same but your your number you said [pii] that's my apologies [pii] that's fine [usr] obviously [sys] just bear with me two seconds c number 80 and could i take your name please if that's ok [usr] my name's [pii] [sys] it no and could i take your best contact number for yourself please [usr] [pii] [pii] [sys] [pii] lovely i got saved as the billing to take an email of yourself as well then that is just a case of it is if if it is a bigger job and it's something that needs to be quoted for then it's easy for them to send the details to you via a quote they can email it straight over to you what's your what's your email then please [usr] sure it's [pii] [pii] [pii] [sys] [pii] lovely i've got that logged thank you very much for that that's those details taken and could i take a contact number and contact name sorry for the tenant please or do you are you happy for me to put the name of the tenant [usr] i can give you that it's [pii] i'll spell it for you [pii] [sys] it what [usr] not quite sure how you spell it that it's [pii] [sys] and do you have a contact number for them are you happy for your number to be the ones the the engineers ring just to let they're on the way that's fine not a [usr] i [sys] problem [usr] think use me as the contact [sys] ok [usr] what [sys] it takes a little bit longer when i put the that one you said obviously the issue i just putting through the issue now you said obviously the block is you're not too sure if it's just blocked or it might be a break in the [usr] well it it we seem to have a an escape of waste material immediately outside the property which is i believe the [sys] i'm [usr] soil [sys] sorry [usr] pipe for a an upstairs toilet it may also be a solar solar pipe for for the rest of the toilets in the er the premises but it's spewing out what appears to be [sys] or a [usr] toilet waste [sys] ok all right ok let me obviously we think we [usr] both [sys] just we just have a flow that we we'd look at someone out very urgently [usr] it's not it's not it it's it's burst almost because it's it's it there's a bush unfortunately sat on top of where the the pipe is it wasn't apparent that this was happening and it's only when somebody's come to trim the the bush back that it there's all this material on the inside [sys] no [usr] of the [sys] i can't [usr] bush [sys] understand [usr] where it's [sys] that [usr] burst out of the pipe and there there's a problem certainly the the toilet [sys] yes [usr] takes a long while to go down and no wonder if if it's not got anywhere to go [sys] that's fine i can [usr] other [sys] make [usr] than into [sys] note of that anyway [usr] the into the garden as it [sys] what [usr] were [sys] i'll do then i'll get that booked in for you what the the process is with these what we'll do is i'll book it now we'll go as an urgent job anyway just because what you said with it being obviously with being involved obviously is a health risk if that gets sent down to the office what the office will do because it's your paying more than the personal property the office will give you a call first i'll advise this is availability this will be the price if you're happy then they'll they'll get that arranged they'll then go directly through to yourself and then they'll come out at a time or happy with inconvenience and then they'll sort payment out on site but generally what the process is is with no call out for as such if they get there and it's an issue that is bigger i said if it is if it is a possibility of a of a collapse drain or a broken drain something that wouldn't be seen as just something we can just clear a quick unblock they would normally provide you a quote and then that'll be up to yourself whether you'd to go ahead with that or not but the office will be in contact with you regarding that i'll get that booked through for you now [usr] ok [sys] bear with me two seconds wow and there wasn't any vulnerability to the property i mean that is any young children anyone elderly anyone with dis disability at that particular property young young that's that's not a problem [usr] not there [sys] that's [usr] are [sys] fine [usr] children [sys] that's all [usr] but [sys] that's [usr] they're [sys] all [usr] not [sys] created on [usr] very [sys] on our side for you would you the reference here for your own records the record of the job i've got here is dy it's delta yankee [usr] yes please [sys] whiskey oscar 3489682 and that's our dino reference do i can repeat that again for you if you'd yes it's dy delta yankee whiskey oscar 3489682 [usr] go on [sys] fab and our local office will be in contact and that's all booked on you should get a text come through as well normally [usr] super [sys] the the [usr] ok [sys] number you provided me or i think it was your number just with with that confirmation of the reference as well we just obviously to make sure you've got it just in case you need it especially if you are looking to potentially if you if you if something you are able to claim through your landlord's insurance et cetera well that's fine that's all that's all booked in for you in regards to anything receipts or [usr] sure [sys] anything you need for that thing the office will we'll fully sort that out for you i said having your email make a lot easier they can send all that stuff over for you as well that's fine but that's all booked on our system then the next steps is the local office to be in contact as soon as possible [usr] great that's great [sys] they'll they'll ring you today your chance to ring [usr] ok [sys] you today this afternoon [usr] obviously [sys] if it's not [usr] it's [sys] if [usr] it's [sys] you're [usr] late [sys] not if you're not [usr] in the [sys] if [usr] afternoon [sys] it's not urgent enough [usr] now [sys] that you want [usr] do [sys] someone [usr] you think [sys] out this evening just let them know and then they'll look at possibly bringing someone else someone out for you tomorrow in the day obviously they work around you as best as possible with it being no sewage overflowing or sewage they do look [usr] ok [sys] at that as urgency you will be one of the you will be on one of the higher priority than you hope no problem any other questions before let you go sir no no not a problem thanks for your time i hope we [usr] ok [sys] get sorted [usr] great [sys] ok thank you bye [usr] no that's it that's ok thank you bye now

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[usr] he's been hours [sys] thank you for calling dino rod partners with british gas [usr] they were ridiculous [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 [usr] i [sys] our plumbing services did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively [usr] i love [sys] please [usr] you [sys] hold and your call will be transferred [usr] you eat a little [sys] to a customer [usr] today [sys] service advisor we record calls for quality and training purposes [usr] right i did [sys] 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] no i got that [sys] our local teams of expert engineers are available across the [pii] 24 7 365 [usr] i don't [sys] day year [usr] i [sys] good afternoon you're speaking to how can i help [usr] hiya i've got a sink that's really blocked and we've tried the the we've tried plundering it we've tried drain that soak stuff done it nothing's working we think we need a serious job done on it is there we're in [pii] in [pii] [sys] yes [usr] there's someone [sys] ma'am [usr] that can come out today [sys] i should be able to get out today for you it's £225 to get that unblocked for you [usr] bloody hell we can't wait this weekend then how much would it be on monday [sys] er be [usr] if it wasn't [sys] 100 and eight if it's monday if it's one day in the week it's 100 and 80 [usr] i think let's do it yes please [sys] for today [usr] i do [sys] that's [usr] the company [sys] fine what what's the postcode for there [usr] [pii] two hotel golf [sys] and the first and the address there please [usr] [pii] [sys] ok i'll just check it is a residential building is it [usr] it is right [sys] anybody classes vulnerable there [usr] no well a tiny baby and a new mother and vulnerable [sys] ok and do just to double check as well you haven't got any cover at the property with british gas for your drains at all no [usr] no we don't use british gas [sys] ok may i just take your name as well [usr] [pii] the food r i ce [sys] and anything else affected in the property at all [usr] no ok no nothing it's just it's just that one thing [sys] ok and what's the best contact number for you for the engineer [usr] this [sys] to give you a [usr] one [sys] call [usr] this [sys] up [usr] [pii] [pii] [sys] yes that's all gone through as an emergency all the details have been sent to the engineer and he'll give you [usr] great [sys] a call when he's on any payments taken by debit or credit card when the job's been completed for you [usr] ok great i've got a card here that you'll do it on [sys] that's fine [usr] ok great ok thank you very much [sys] no worries bye now [usr] sorry do what time i'll be here [sys] you're looking between now and six [usr] ok [sys] but he'll say [usr] that's [sys] he'll [usr] fine [sys] give you a call when he's on the way they'll give you a better time [usr] all right thank you very much [sys] no problem bye now [usr] bye

8Sale

[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 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 [usr] hello sorry it sounds a bit strange one second hello [sys] ok [usr] sorry it sounds really strange i'm not sure if it's your line or mine [sys] bye [usr] i'm sorry you're sounding very very strange [sys] right [usr] could er i might have to hang up and call back i'm afraid i can't really hear you properly even though the line seems to be ok hello hello hello

8Sale

[sys] hello how can i help [usr] hi do you look after [pii] area by any chance [sys] which area sorry [usr] [pii] [sys] can i have the postcode [usr] just bear with me a second it is [pii] [pii] [sys] [pii] [usr] [pii] [sys] that'll be the best of our what i can do is i can pass you through [usr] ok [sys] bear with [usr] i'll [sys] me [usr] sort that out ok thanks [sys] hi there you're speaking to down the road how can i help [usr] hi my name's [pii] i'm phoning from a company called me group international we install external modular laundrette around the [pii] and i've got a drain issue with one in winamp and i was wondering if you would be able to organize a turning site for us please [sys] what's your post code sorry [usr] the site postcode is [pii] [sys] still waiting on that what's the first line of the address or is it [pii] [usr] it's [pii] [pii] [sys] [pii] ok have you been before [usr] no [sys] no ok that's fine that's why i can't find you no problem ok just bear me one moment i deleted the message i was just making a but i just tried to delete the message i was maybe he won't find it sorry i just got to take this information down for you again what was the gym called sorry [usr] body temple gym [sys] body temple b a 99 echo bravo bravo sorry and your name sorry [usr] [pii] [sys] would you be the site contact or is there another person for site contact [usr] it would be me [sys] it would be you perfect and your contact number please [usr] [pii] [sys] [pii] [usr] no [pii] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [pii] [usr] that's it thanks [sys] perfect ok and what's the billing address [usr] it the company's [sys] ok [usr] called me as in me group international plc [sys] [pii] [usr] [pii] [pii] [sys] [pii] [usr] but [sys] everyone is [usr] [pii] [pii] 19 [sys] [pii] [pii] 19 [usr] 19 and i just had a mind block [sys] that's ok [usr] it's nine and i think it's alpha papa just bear with me a second [sys] no problem [usr] just had a mental moment [sys] no worries [usr] nine alpha papa [sys] no for that's fine and can you just remember the the exact issue again that you're having [usr] we [sys] right [usr] install external modular laundrette and there's a drain there's a blockage to the foul drain that the laundry discharges into [sys] it to train ok but if you can do that today that'd be great there is we have you can you should be able to look up on your bank no problem i'll get this job raised now just you're informed in terms of pricing call out charge for the first hour is £205.83 excluding va t [usr] you're dearer than everybody else no i mean dearer than other diner rods just bear with me a second [sys] to add the [usr] i think i paid 1 70 sweat bear with me a second [sys] what who we going to play who sorry [usr] no i've used diner road cos we're we're nationally based we've got nearly 800 of these units all all across the [pii] i use you as because it's easier because you've got the coverage all over and i'm just trying to find another in an invoice from another company from another diner [sys] the [usr] rod [sys] the [usr] but 205 [sys] sorry [usr] 205 is very expensive [sys] the the thing is with diner rods everything that each diner rod you have their their own independent franchise what they whatever they charge is they what they charge essentially we're we're not linked to them in terms of their pricing and that things all all of it it's all completely independent we're p fit simmons and we're training as dinah rod that's how it works essentially that's probably why you see different prices across other different diner rods because they're all franchise what majority of them are franchises [usr] but i say the three other ones that i've used have charged us the £1 sorry £1.70 100 and £70 for the first hour [sys] right ok [usr] i'm just 205 is really high [sys] unfortunately that's that's that's that's our price £205.83 and that's excluding va t including va £247 [usr] that's the vog ivan because we claim it back anyway do you get do you do you give a timed appointment then [sys] and we [usr] or are you an all day wait again [sys] i mean [usr] the [sys] we [usr] rest [sys] can get [usr] of [sys] someone [usr] them [sys] out today i can't give you a specific time cos obviously they have jobs behind [usr] no [sys] them and [usr] it [sys] you [usr] it [sys] know [usr] no it would need to be ideally in the morning [sys] right ok [usr] i'm on an appointment [sys] be a morning appointment would be any time from 8 a.m. to 1 p.m. we can do that that's not a problem but are you happy to go ahead with those prices ok [usr] please [sys] that's fine i'll get that booked in and an engineer will give a call give you a call just before they're on the way tomorrow ok [usr] ok it's between eight [sys] 8 [usr] and [sys] a.m. and 1 p.m. [usr] one 1 p.m. ok right and i'll need you to email me the invoice for payment [sys] what's your email address please [usr] [pii] [sys] [pii] [pii] [usr] me [sys] me [usr] [pii] [sys] [pii] do you do you wanna do you have a po number or anything that you'd to use or [usr] no well we do but i'll i'll need to know how much it's going to be before i can get that purchase order because we have to tie in the amount but it shouldn't be it shouldn't [sys] all [usr] be [sys] right [usr] a problem [sys] no problem [usr] ok [sys] all right well thanks thanks [usr] right [sys] bye [usr] thanks [sys] bye [usr] bye

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[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 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] talks to [pii] how can i help you [usr] i have a small downstairs toilet which is blocked and well when i flush it it fills up to the top and i have a small hand basin and the water gurgles in the hand basin as well i was just wondering if i could have somebody out to look at it [sys] no problem do you have any account with business class home care that covers drainage work [usr] no i don't think no [sys] well you'd know if you you're not paying a regular fee each month to [pii] now [usr] no no no no [sys] ok no no problem what's the post code thank you [usr] it's [pii] [pii] [sys] thank you and it's residential property [usr] it's yes [sys] ok you've never used before no [usr] we had a rod once a year but it was about 20 years ago it was for a [sys] ok there's nothing on the system anyway ok can you give me the first line of the address thank you [usr] it's [pii] [sys] ok we've got [pii] [usr] yes [sys] thank you are you the owner of the property [usr] yes [sys] could i take your first and last name thank you [usr] yes it's [pii] [pii] [sys] i wish [usr] [pii] [sys] [pii] ok i wish i got you thank you ok missus [pii] all i need now is the best contact telephone number for yourself thank you [usr] this is that well that's [pii] [sys] yep [usr] [pii] [sys] ok i'll just repeat that [pii] [usr] yes that's right [sys] ok missus [pii] just a couple more questions anyone at the property at the moment got any medical or vulnerability issues [usr] no [sys] thank you just to clarify you said it's a blockage in your toilet area [usr] yes [sys] right do you have can you still use the toilet or is it not usable [usr] well no it just it just follows up but i do have a bathroom upstairs that i can use [sys] ok you've got another toilet in the bathroom upstairs [usr] yes yes [sys] ok no problem i can book this in then as a standard appointment job now are you aware of the prices there no charge or do you want me to go through it with you [usr] well i'd to know how much it would be how much it would cost yes [sys] how it works missus [pii] there's no call out fee itself if they can do the job on the day a standard unblocking of the toilet would be 100 and £70 that is inclusive of va t [usr] yes [sys] and that is payable upon completion of the work to the engineer on site [usr] yes ok [sys] ok [usr] then that's fine [sys] do you want me to book it in now then [usr] yes please [sys] ok won't be a minute ok right that's a bit would right i'm gonna have to phone the local office it's giving me no availability on the system which i think is wrong because i think there is a bit you just hang on the line one minute missus [pii] it's ok [usr] yes that's fine i will [sys] won't be a second [usr] thank you [sys] dyno is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers whatever your problem or situation an expert dino engineer will visit your home or premises and provide a quote free of charge and without obligation for your peace of mind we provide a 24 hour emergency response seven days a week 365 days a year all work is guaranteed you'll pay no call out charge and work is carried out by local engineers when drains stop working you'll need the problem solved quickly efficiently and at a fair price trust dino rod the market leader in drain services for homes and businesses across the [pii] offering fast reliable service no call out charges and fixed prices visit dino dot com for further details or to book an appointment online would you to save water but are not sure where to begin dyno plumbing [usr] right [sys] can help we have a range of water saving devices available to find out more visit dino dot com today hello missus [pii] sorry to keep you [usr] hello [sys] sorry we can get somebody booked in but there's nothing till tomorrow now it can be any time tomorrow between eight and six they will call you when they're on the way is that ok [usr] yes that's perfect [sys] ok [usr] thank [sys] no [usr] you [sys] problem i say the engineer will call on the number you provided when he's on the way sometime tomorrow ok no problem [usr] right right that's between [pii] [sys] that's between [pii] hopefully they get there as soon as they can ok [usr] ok [sys] thank [usr] then [sys] you [usr] ok thanks very [sys] no [usr] much for [sys] problem [usr] your help [sys] have [usr] thank [sys] a good [usr] you [sys] day thank you bye now [usr] thank you [sys] bye [usr] bye bye

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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 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 through today no speaking how can i help [usr] hi there hi i did a toilet leak fixed last week on wednesday by by [sys] ok it [usr] can i give you the job reference number if that helps you [sys] have you got the postcode your post code [usr] it's [sys] please [usr] [pii] [sys] is that [pii] [usr] no [pii] [sys] ok you're really echoing now sorry [pii] [usr] sorry let me my speaker hold on is that better [sys] that's much better [usr] ok it's [pii] november [pii] [pii] [pii] [sys] and and the address please [usr] [pii] [sys] and what name is it [usr] [pii] [sys] ok how can we help sir [usr] you should find job number 3427148 that was done on the 20th now it was near the where the the the the toilet flush water goes into the toilet it was leaking there that's that got fixed but now what's happened it's leaking where the toilet outlet when you do the flush and the the water is flushed out it's leaking there in the big pipe we need that fixed now [sys] it's a leak on the where sorry [usr] where [sys] but [usr] where [sys] when you say [usr] you [sys] the [usr] know [sys] big [usr] when you [sys] pipe what [usr] the big pipe coming out of the toilet when the toilet water is coming out into the out of into the drainage it's leaking just there [sys] the prime connector from the pen connector it's it's not blocked it's just a leak [usr] it's a leak but i mean we we called in because before it was leaking with the water coming into the toilet that got fixed but now it's leaking where the toilet where the toilet water is coming out [sys] this is a separate issue [usr] well it's a separate issue but i don't know if it was caused by when the other pipe was fixed [sys] ok i mean i i wouldn't be able to comment on that that would be the engineer when he got there i mean all i can do is arrange for somebody to come out and do a quote for you to get that repaired [usr] ok [sys] ok is it a property where you live and you're the property owner [usr] yes [sys] i'll keep you a moment what's the best contact number for you please [usr] the number i just called on it's [pii] [pii] [pii] [sys] ok i'm just putting some details in now is there anybody vulnerable at the property [usr] no [sys] i put a note on to say could it possibly be connected to the previous job and then they'll they'll advise [usr] ok [sys] just putting those notes in that it's just going a bit slow at the moment sorry about this it's just i fetch the details of well are you available tomorrow ok it is an all day call but the engineer will call you when he's on his way [usr] sure ok [sys] and obviously if he does say it's a it's a different job that's chargeable then it will require payment on completion [usr] that's [sys] ok [usr] fine [sys] that's all been booked in for [usr] alright [sys] you now [usr] excellent ok thanks for that [sys] take care now [usr] yes [sys] bye bye bye [usr] bye

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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 plumber 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 morning speaking with how can i help [usr] hi there i've got well it's a slow running downstairs toilet but i believe the drain is blocked [sys] ok [usr] because [sys] right a residential property [usr] it is [sys] and do you have a contract with british gas for plumbing and [usr] no [sys] drain [usr] no [sys] no [usr] i don't no [sys] that's fine what's your postcode please [usr] it's [pii] [sys] for [pii] i'm assuming [usr] that's [sys] you've [usr] right [sys] still got another toilet you can use [usr] there's a there's a i think the the upstairs ensuite toilet runs into that same drain but there is obviously a toilet around the back as well that we can [sys] right [usr] use as well [sys] ok [usr] in the bathroom [sys] ok right what we do then there's no call out charge engineer would go out and have a look at it before they do any charge of all work they will confirm the issue they will confirm [usr] ok [sys] a fixed price from there you can go either way if it's a yes it's cash or card and completion if it's a no there's no charge [usr] ok [sys] now as an indication if it is just a blockage that needs clearing and there's no other underlying issue that needs sorting or anything that's causing it then you'll be looking at 170 including that to do the works [usr] ok [sys] but as i say the engineer will confirm once he's seen it fair enough right [usr] ok [sys] let's have a look at one what's the first line of the address then please [usr] it's [pii] [sys] number for any medical conditions vulnerabilities on [usr] no [sys] site no nothing relevant your first name please [usr] it's [pii] [sys] [pii] and your surname [pii] [usr] it's [pii] [sys] and do you have an email address that you use [usr] it's [pii] [sys] at [pii] best contact number for you [usr] [pii] [pii] [sys] well it's a different one isn't it [pii] [usr] different [sys] sorry i i was about to copy it before i realized [usr] that's all right no you can use you can [sys] just [usr] use [sys] use [usr] that one [sys] it right [usr] no use use this one it's fine i i i've got i've got one handset and two lines [sys] right [usr] on it and one's one's my work phone just [sys] is that [usr] use just use [sys] right [usr] the one that's come [sys] [pii] [usr] through that's fine [sys] then right [usr] that's right [sys] right i'll be 60 seconds just while i get to the diary come on right what we got today between now and [usr] no that's [sys] just [usr] fine [sys] as long as it will either be today or next week right it'll be somewhere between now and six and the engineer will ring you when he's on route about half an hour before [usr] ok [sys] all right right you'll [usr] no [sys] get [usr] problem [sys] a text confirmation in a minute but we'll see [usr] brilliant [sys] you later on take care no [usr] fantastic [sys] worries bye bye now [usr] thank you very [sys] bye [usr] much [sys] bye [usr] cheers bye

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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 [usr] 61 [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 dino is one of the uk's leading plumbing and drain services from you to plumb at dino how can i help you today [usr] hello we're trying to book a an appointment online but your website just is buffering i just thought i'd ring you instead we've got a blocked toilet we've tried everything and it's not shifting i just wondered how soon somebody could come and have a look [sys] ok no worries i won't be able to tell how quickly we can come and talk with all your details [usr] ok [sys] is that ok can i take your postcode [usr] it's [pii] [sys] [pii] have the address please you say [pii] [usr] that's correct [sys] and is that your domestic [usr] it [sys] property [usr] is yes [sys] do you have a british gas policy cover in drains [usr] no [sys] no worries can i take your first and last name [usr] [pii] [sys] please is that miss or [usr] miss [sys] mrs will you be on site when the engineer arrives [usr] yes hopefully i'm well my other half one of us will be here either me or my other half [sys] right ok no worries can i take your best suitable contact number [usr] it's [sys] please [usr] this one it's [pii] [pii] [pii] [sys] thank you right ok and then can i take a description of the issue please [usr] it's a blocked toilet it's a new it's a new bathroom it's got all new plumbing but the toilet is just backing up [sys] ok do you have any website you can [usr] yes [sys] use is there any vulnerabilities with anybody at the property [usr] no [sys] ok i'm just loading up the availability now it won't be [usr] thank [sys] a moment [usr] you [sys] no worries the earliest we can get out to you is monday [usr] that's ok that'll be fine any particular [sys] it's an all day appointment [usr] all day ok [sys] the engineer will call though when he's on the way [usr] all right [sys] and if you if you call us back on monday we may be able to give you a better time as well [usr] all right that's lovely all right well thank you for your help [sys] no worries have a nice [usr] thank [sys] day [usr] you bye [sys] all right [usr] i mean that's that's affordable

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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 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] we haven't got any cover on that to improve with [pii] have we on your own [sys] our local teams of expert engineers are available across the [pii] 24 7 365 days a year [usr] you wanna set that first hm

8Sale

[sys] thank you for calling dino rod partners with british gas please listen to the 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 dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes well i my name's [pii] how can i help [usr] er we've got blocked drains all [sys] ok [usr] our i work on a college site and all the drains are blocked and been overflowing [sys] bye ok no problem let's have a look at getting it sorted for you if i can just take the postcode there [usr] bravo alpha 13 [sys] yep [usr] four delta lima [sys] i'm just gonna get into some details here and have we i take it you've never been out before have we not [usr] you might well have done i don't know [sys] you don't know [usr] i know you i know you've definitely been to some of our houses cos we we're a college site we've got residential properties and and a college site [sys] ok that's absolutely fine and then right now nothing set up at the minute by the looks of it there we go and it's just something to be paid for is it there's no co no business cover or anything under the british gas as [usr] no [sys] far as [usr] no it's just to be paid for [sys] okey doke no problem at all and what's the name of the college [usr] fairfield farm college [sys] ok no problem i'm into that and is that for [pii] ok doke into that it set up to do what as he said everything's blocked is it all [usr] can't [sys] all the different [usr] find [sys] reasons [usr] we can't find the end of it i don't [sys] no [usr] know how far it goes or where it goes to but i mean we had wessex water out this morning and they cleared a tiny patch of it but that's [sys] no [usr] all they would do [sys] right ok no problem [usr] right [pii] let's grab these [sys] in that a bit of a strange question i know because it's a house or anything but there's no vulnerability to be aware of no medical issues or mobility issues [usr] i mean [sys] yourself [usr] it's [sys] or [usr] we're [sys] anybody [usr] a we're [sys] else [usr] a special needs college [sys] but staff wise [usr] ok [sys] anybody that we're likely to interact with [usr] no no [sys] closely [usr] no no no it'll just be me [sys] she's no problem that's fine what's the best contact number [usr] at this one [sys] ok [usr] [pii] [sys] no worries yep [usr] [pii] [sys] yep [usr] [pii] [sys] ok doke that's fine and if i take your name just to provide with your number [usr] it's [pii] [sys] do no problem let me pop this into here i'll get this straight over to our local team now and what they should do they should give you a call back within a few minutes and just confirm everything out there for you [usr] perfect [sys] yes let me go that's all going across to them now you'll get a text just put your mobile number and it will you'll get a text in a minute with the booking reference and the local team number if you've got other things you wanna do give them a couple of minutes there's nothing to stop you ringing them if you want [usr] i'll [sys] to [usr] give her [sys] they'll [usr] ring [sys] have it [usr] just [sys] straight [usr] because [sys] out for it but for it i mean or i can put you through now if you want it'll go straight [usr] you can transfer me [sys] i [usr] over [sys] have [usr] if you if you want or i can wait and ring him [sys] as i say they'll have it in in seconds anyway give me a moment i'll bob [usr] i [sys] you [usr] that's [sys] through [usr] fine [sys] to [usr] i can [sys] them and then they can discuss it straight away then you don't have to to wait for one second i'll get you across [usr] thanks very much [sys] you're welcome afternoon [pii] speaking how can i help [usr] hi i've just been transferred over to you we've got work in fairfield farm college and [sys] and [usr] we've [sys] i'll [usr] got all [sys] send [usr] our drains are blocked [sys] ok what's the postcode [usr] b a 13 [sys] yep [usr] four dl delta lima [sys] dl let me just check if we can do today one second hi sir i can't get through do it i'm guessing they're all backed up you need it today [usr] ideally i mean there will be no one on site after five o'clock [sys] right [usr] because [sys] ok that doesn't give us much time to get there [usr] no [sys] i'm thinking it's probably more than likely gonna be tomorrow morning if that would be ok [usr] tomorrow morning will be fine i mean [sys] i'll [usr] it's sort [sys] put [usr] of [sys] it off tomorrow [usr] help [sys] morning [usr] the students go but ok [sys] i'll [usr] perfect [sys] put it on for tomorrow morning and then i'll try and get a hold of the [pii] branch and if if they can get somebody out there today if someone sitting down i'll ask them to bring it forward and give you a call and let them know they're on the way [usr] ok that's perfect [sys] alright [usr] what time [sys] er did you say fair fairfield farm college [usr] gotta make sure someone's around to be with them [sys] right that is booked on for you already they've just booked it on for the 23rd for some reason this saturday i'll bring that forward to tomorrow morning if we can get out today we'll bring it forward [usr] ok [sys] all right [usr] perfect [sys] lovely cheers [usr] right thank you very much [sys] cheers [usr] bye [sys] bye bye

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[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 did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're speaking to how can i help [usr] yes good morning my name is [pii] and i live in [pii] and we have a block drain and [sys] ok [usr] i i need some help straight away if if possible [sys] and is this your own premises [usr] yes [sys] and do you currently have british gas home care for plumbing and drains [usr] no [sys] and what's the problem [usr] the main drain from the bathroom is blocked and my husband has just looked under the the is it the it's from the toilet and from the shower it's the main drain that goes out of the flat out of the house [sys] ok what would happen is i'll take the details the guys would call you when they're on the way [usr] ok [sys] they'll come round and do an inspection [usr] ok [sys] both the inspection and call out are free the guys can just check for a problem and if they do find a blockage the price starts at 237 including va t [usr] ok that's [sys] and then [usr] fine [sys] it's a cash and then a and then a cash card payment to them once we've finished [usr] yes that's not a problem [sys] ok can [usr] that [sys] i take your post code please [usr] yes [pii] [pii] [sys] and the first line of your address please [usr] [pii] [sys] thank you [usr] and the you can access the drain from the behind property which is potter's gate is the best access [sys] and can i just take your name again please [usr] my name's [pii] [sys] thank you and the best phone number for you please [usr] this [pii] [sys] thank you and is there anyone in your house with any vulnerabilities [usr] no [sys] ok good right as i said it will go down as an emergency for today at this time of day it's everything left over from last night and everything already been called in this morning but it should be sooner rather than later [usr] ok [sys] but as i said the guys themselves will call when they're on the way [usr] ok i've got i've got 10 people coming for lunch today and we're all supposed to be sitting out there and i don't know what to do [sys] right [usr] as soon as possible please if anyone's in the area [sys] sure [usr] i think it it to me it just looks it needs a a just a good i think it's it's [sys] a good [usr] a lot [sys] for you now [usr] of tissue paper and i'm i'm sure it's from it's it's well it's it's the whole drain from the house [sys] right no problem right as i said that's been booked in for you now [usr] thank you much thanks for your [sys] all [usr] help [sys] right no problem [usr] ok [sys] thanks a lot bye bye [usr] bye

8Sale

[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 morning thank you for calling dino [pii] speaking how can i help [usr] hello i live in a bungalow and one of the down pipes which goes nowhere i don't know what you call that it's completely bunged up with leaves and i wondered if you could come and clear it [sys] let's have a look for you and is it a domestic property is it [usr] yes it is yes it's not [sys] and [usr] a very long pipe being a a bungalow [sys] no [usr] it's quite short [sys] i understand and do you have british gas home care cover for plumbing and drains [usr] sorry say that again [sys] do you have british gas home care cover for plumbing and drains [usr] do i don't understand what you're saying i'm sorry i'm over there [sys] that's ok that's ok do you have any british british gas cover for plumbing [usr] no [sys] and [usr] no [sys] drains [usr] i haven't no [sys] no [usr] i've got no cover [sys] no [usr] at all for that no [sys] ok no problem well if i could start by taking the postcode [usr] yes it's [pii] [sys] [pii] what's the house number [usr] it's barn mead barnme ad [sys] let me see if i can find it [usr] thank you [sys] and found it and if i could take your first name please [usr] my first name is [pii] [sys] [pii] thank you and if i could also take your surname [usr] right it's [pii] which is [pii] [sys] i've got you and if i could also take a contact telephone number please [usr] [pii] the number i'm running on now which i don't know if i heard of course [sys] i can see it i'll i'll bear with me i can write it down one sec [usr] ok 078113 [sys] play 4465 right let me just save that [usr] you've got that have you [sys] i've got it now [usr] lovely thank you ending in 65 [sys] that's right [usr] yes yes thank you [sys] i just need to type in what you've told me the issue is bear with me [usr] right [sys] and can [usr] can [sys] i ask [usr] i just explain why that one pipe is full up with leaves because it hasn't had a a thing on it to stop them going in [sys] i know [usr] when when your people come do they bring those to put them in [sys] i don't know to be honest i've never been asked before [usr] because i wouldn't want them to come all the way clear it all and then i haven't got a thing that stops the leaves going in in the future [sys] i'll i'll i'll i'll i'll mention it i i don't even know what it's called [usr] no i don't [sys] it's [usr] i don't [sys] a cap i suppose isn't it [usr] lea leaf leaf protector or something i really know [sys] i'll put i'll type it on there as best i can bear with me [usr] fine and they would come out for just a job that would they right i i can probably get somebody to buy one of those but i don't [sys] i [usr] want leaves [sys] will mention [usr] to fall [sys] it [usr] in [sys] i'll mention it anyway [usr] ok [sys] it's just it's just trying to put it in the word in that because i don't know what it's called [usr] no [sys] i've just put i've just typed in the cap that stops the leaves going down [usr] i mean that's clear enough isn't it yes [sys] i think and is there anybody at the property who may be considered vulnerable [usr] myself [sys] ok right let me i'll be able to get the appointment slots up now bear with me [usr] right ok [sys] when they load up that is bear with me it's incredibly busy the systems are running [usr] really [sys] quite slow [usr] all right [sys] it's just where it's wicked [usr] i suppose it was christmas [sys] well everyone left it over christmas and now it's ended everyone's [usr] yes [sys] calling up at the same [usr] well [sys] time [usr] that's exactly [sys] it seems [usr] what i've done yes yes [sys] the or i could send somebody today if you're available it would be between now and roughly six o'clock [usr] what today [sys] today [usr] my god that's a bit quick isn't it [sys] or i've got tomorrow if it's easier if you weren't expecting today [usr] no funnily enough tomorrow is a bit difficult because i've got a doctor ringing me and they're bound to ring just when your chap comes aren't they [sys] of course of course they are [usr] what about [sys] they'll be [usr] wed [sys] there watching [usr] wednesday would be better for me [sys] today [usr] no we wednesday what about wednesday [sys] wednesdays today [usr] no it isn't [sys] it's wednesday the third today [usr] for god's sake i'm looking at the wrong week i'm sorry [sys] it's ok [usr] yes i am sorry what about tomorrow thursday [sys] have you got your doctor you said haven't you [usr] no i was looking at the wrong week the doctor is next week [sys] of course i've got tomorrow it's an all day slot for tomorrow as well [usr] ok that would be lovely [sys] ok [usr] about elevenish something that [sys] i can't give you the time they'll get there just because [usr] what [sys] i don't [usr] what's [sys] get [usr] the [sys] to see [usr] earliest [sys] the [usr] time they might arrive [sys] the earliest would be 8 a.m. [usr] my god right well i'll have to do it i'll have to get up early won't i right [sys] what will happen what will happen though it would be what you said with the doctors you'll get up early but they won't come till about one o'clock and if you [usr] know [sys] don't get [usr] i do [sys] up [usr] know [sys] they'll be there at eight [usr] yes yes that's sub isn't it [sys] well what i'll do is i'll get the engineer to give you a phone call then when they're on their way [usr] yes no it's really important this that you put down opposite 122 because the [sys] ok [usr] whole street is full of names but the opposite bit isn't [sys] ok [usr] and they will need to ring me because i'm right down a drive behind [sys] right [usr] other people's houses and it's very difficult they need to ring me and i'll give them some [sys] ok [usr] instructions [sys] right no problem let let me put that on there [usr] ok they always think they can look up sat nav and sat nav takes them to the next road if you can put [sys] i got [usr] down [sys] you [usr] don't don't use sat nav because [sys] ok [usr] and they ring me and they say i'm up by the health center i have that every time [sys] right ok let me just put that on there [usr] how how much is a [sys] let me explain how it works the engineer will come out obviously they can they will have a look at what the issue is and then once they have done that they'll give you a quote now if you're happy with the quote they'll obviously do what needs to be done and [usr] yes [sys] you can pay the engineer themselves at the end via cash or card if you don't want to go ahead you can say no and if you do say no you don't pay anything because there's no call out charge but what i can tell you [pii] is the prices do start at 100 and £80 [usr] about £80 [sys] no 100 and 80 [usr] blimey that's for that's [sys] it's not gonna be [usr] for the whole job is it ok well i've got to have it done i've just got [sys] ok [usr] to have it done [sys] no i understand [usr] i'll [sys] ok [usr] go ahead probably with that [sys] no problem well let me get that booked in then [usr] yes please yes yes that we're talking about what day are we talking about now thursday [sys] thursday tomorrow [usr] yes yes which [sys] i know [usr] is the [sys] it's that time of year isn't it when you don't know what day it is [usr] i don't even know whether i'm alive half the time ok thursday the third would be lovely and look forward to that [sys] no problem at all all done for you [pii] [usr] what did you say [sys] i've all booked in for you [usr] thank you that's lovely ok [sys] pleasure [usr] thank you very much for your help [sys] you're very welcome take care [usr] thank you bye bye bye [sys] bye bye [usr] bye bye

8Sale

[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 hi you're through to [pii] my name is [pii] how can i help [usr] hi i made a booking online earlier this evening and i was looking to cancel it if possible [sys] no worries is it have you got british cat home pair cover or is it booked for dina rod [usr] just [pii] [sys] ok can i just take the did you get a reference number [usr] it's dy hyphen w zero hyphen 3479 771 [sys] right could you confirm the name for me please [usr] [pii] [sys] just the first line of address your postcode [usr] [pii] [sys] you just want me to cancel that far [usr] yes [sys] ok no problem i'll get that canceled now thanks [usr] perfect [sys] for calling and letting us know [usr] no i appreciate that thank you [sys] all right take [usr] cheers [sys] care [usr] have a good evening bye [sys] bye thank you too bye

8Sale

[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] no [sys] if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three 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 you're through to my name [usr] hello [sys] is how can i help [usr] i have a flooding flooding drainage flooding in my flat i live [sys] ok what is the bear with me a quick second what's the [usr] [pii] [sys] postcode to your flat please [pii] ok give me a second and what [usr] it's [sys] is the first line of your address please ok [pii] [usr] ok [sys] ok and what's your name [usr] my [sys] please [usr] surname is [pii] [sys] ok alright bear with me a quick second [usr] [pii] [sys] and what's your contact number please [usr] [pii] [sys] that's [pii] ok do you have any plumbing or drains covered [usr] no [sys] with british gas ok [usr] they they i i think there's a chance [sys] and [usr] that [sys] what [usr] the [sys] is your [usr] landlord of the whole building will be paying for this because i'm on the ground floor and there's 30 flats here [sys] well then [usr] no no no [sys] if that's [usr] no [sys] the case then [usr] i'm [sys] you have [usr] calling [sys] to get your landlord [usr] now [sys] to [usr] because [sys] call in [usr] i'm trying to get with the manager management since yesterday in the evening and i have to do it because by the time i contact the landlord there's a problem i pay and i claim from them don't worry about this i don't wanna [sys] ok [usr] wait for them [sys] ok [usr] it's gonna be ages [sys] ok iii i ok what exactly [usr] well [sys] where exactly [usr] all all [sys] is flooded [usr] the [sys] what's the [usr] sewage [sys] flo [usr] for all the floods coming up through my toilet and my bath well i'm not using any bath [sys] ok [usr] or any toilet since yesterday nine o'clock i come back eight o'clock at night and that started it's all just flooding i have been [sys] ok [usr] upstairs i've asked them not to use the shower and stuff but but obviously people don't care i don't know if that's the problem my neighbor just a next stop flood five he had a different pipe coming in er for three flats and then it looks he is not blocked but i don't know what's happening now because he left home to work there are 30 flats in this building there's definitely something blocked behind i don't know in the pipe because it's all coming into the toilet and into the bath my drainage are not blocked because they're obviously working and it was not a problem i lived here for nine years i don't know what's happening but i'm i'm i'm thinking that somebody from the class above used the wet wipes because they have child they have a puppy probably they blocked it but i have a wooden floor all around the house and i really need to sort it out as soon as possible i can't stand here i'm already 20 hours on my feet [sys] ok and [usr] yes i can't [sys] are you currently [usr] do anything [sys] at home [usr] i just keep mopping [sys] thank you [usr] and it's [sys] ok is there is is there [usr] no [sys] anybody vulnerable in your house [usr] i'm i'm stressed [sys] ok [usr] up i i didn't [sys] what i can [usr] sleep [sys] do is [usr] i keep mopping and i i don't know who is using these things at night [sys] bless you [usr] but it's constantly blocked and the main i want to just check and then he showed me there is not a problem there it's just this area i don't know what happened but it is very bad down [sys] somebody [usr] the toilet [sys] may have put [usr] that's [sys] something [usr] thinking [sys] down somebody may have ok the ok what i can do is when the engineer comes the engineer will give you a quote when he sees what needs to be done if you accept that you can pay by cash or card if [usr] ok [sys] you refuse to quote [usr] ok that's [sys] he [usr] fine [sys] won't do [usr] i'll [sys] any [usr] pay [sys] work [usr] i need [sys] but [usr] to [sys] you will not [usr] it [sys] be [usr] sorted [sys] charged [usr] i'm not gonna live in somebody's shit around me sorry for the but it's it's very bad [sys] ok that's fine ok what i've what i've done now is i've booked i've booked you with an i've booked you an engineer it's about nine o'clock that offer has been equal that engineer should be there with be between now and what time is let me see what time it is it should be there between now now and say two o'clock but the engineer it may it could be any time within that time but the engineer will [usr] please [sys] call you to let that he's on his way do you do need to pay attention to your phone ok all right no worries right cheers thanks for your patience [usr] thank you thank [sys] all [usr] you [sys] right [usr] bye [sys] all right cheers take care ok bye bye

8Sale

[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] i [sys] if [usr] fail [sys] you need any [usr] from cc [sys] 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 dot com [usr] we can't [sys] for details [usr] they [sys] alternatively [usr] ok [sys] please hold and your call will be transferred to a customer service advisor we record [usr] have [sys] calls [usr] you been there [sys] for quality and [usr] sorry [sys] training purposes thanks for speaking [pii] [pii] how can i help [usr] hello i have a problem with the drains at my house i [sys] ok [usr] i don't know ii i was recommended your number [sys] ok can i just check you don't have british gas home care [usr] no [sys] for plumbing and drains [usr] no [sys] and this is your own premises ok and what's the problem [usr] well i think there's a blockage between my ensuite toilet because the drain outside is bubbling up now and bits of toilet paper are coming out of it [sys] ok and is this the only toilet in the property [usr] say that again [sys] is that the only toilet in the house or [usr] no [sys] do you have more [usr] it's [sys] than one [usr] no it's the en suite i've got two others [sys] ok and the other ones are working ok [usr] they're fine [sys] ok we could get somebody out for monday if that's ok [usr] the thing is i'm a school teacher i won't be there during the day in in the week [sys] right i could make it for tomorrow it's obviously just the sunday price rather than the monday tomorrow would start 237 including va t monday would be 180 [usr] 100 and £80 to call out is that what you're saying [sys] no sorry the inspection and call it are both free [usr] right [sys] they can come and check if if they did find a blockage and you want them to do the work that's when the charges start sunday would be 237 and monday's 180 [usr] i see that's the the charge to sort it out [sys] to do the job [usr] ok could you call out could you come and look at it then on a sunday is that what you're saying [sys] we can do it it's obviously just the difference in price it's whether or not that's ok [usr] i see [sys] for you [usr] ok what what time on a monday do you do what weekday times do you do [sys] it would be between eight and six [usr] i can get home for four if you could i could do any [sys] right [usr] day in the week well most days in the week after [sys] ok [usr] after four [sys] right i will put in the notes obviously after a certain time and the guys are supposed to call you when they're on the way [usr] right ok [sys] obviously if it's not convenient you can then just say to them just say in the notes can you make it after four [usr] right [sys] can i take your postcode [usr] it's [pii] [pii] [sys] yep and the first line of your address please [usr] it's [pii] [sys] and could i take your name please [usr] it's [pii] [sys] and your surname [usr] [pii] er [sys] and the best phone number for you please [usr] this one it's just [pii] [pii] [sys] ok and there's no one in the house with any vulnerabilities or anything that [usr] no no it's just me that's fine [sys] ok good ok yep that's all booked in for you now as i said it does say in the notes to make it up to four [usr] right hand what [sys] the guys [usr] what [sys] are supposed to call you when they're on [usr] what [sys] sorry go on [usr] what day have you booked it [sys] monday [usr] right it's just that my car has to go for an mot on on monday [sys] ok [usr] have you got any other days this week [sys] let me just check tuesday afternoon if that's ok [usr] tuesday that's good [sys] as i said the guys will call when they're on the way [usr] ok [sys] they'll come around and do their inspection [usr] huh [sys] if they do anything chargeable it's just a cash or a car payment to them once they're finished [usr] ok right out [sys] all right that's all booked in for you now [usr] ok thank you cheers [sys] all [usr] bye [sys] right thanks a lot bye bye

8Sale

[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 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 you to [pii] my name is how can i help [usr] good morning i've got a shower drain that is not draining away properly and i'd somebody to come and look at it please [sys] ok bear with me a quick second ok what is your what is your post code please [usr] [pii] [sys] and do you have cover with british gas or you're plumbing in drains [usr] no [sys] ok give me a second right and what's the first line of your address please [usr] [pii] [sys] ok ok give me a second just get this computer to load 118 you said [usr] yes [sys] ok and what's your name please [usr] [pii] [sys] can you spell your surname for me please [usr] sorry say that again [sys] can you spell your surname for me please [usr] [pii] [sys] ok and what's your contact number please [usr] [pii] [sys] ok now is there anyone vulnerable within your house [usr] no [sys] ok and is this a commercial or domestic property [usr] domestic [sys] ok and did you say it's your your shower that whenever you use it it backs up [usr] that's right it's not draining away properly and the toilet next to it seems to have got a bit of a problem too in that it's not flushing quite as correctly as it should in fact i've had you fairly recently to look at a problem with these strains and er it's just come back again [sys] did you say your plumber recommended that it get done from the outside [usr] no nobody's recommended anything but [sys] ok do you have any other usable toilets or bathroom [usr] yes yes [sys] ok won't be second it's looking for a time slot now [usr] i'm very busy tomorrow but i could manage friday [sys] ok i'll see what we have available let's see did you say you that you you won't be available till friday then [usr] no [sys] as [usr] i'm [sys] it gonna [usr] i'm [sys] be [usr] just saying that i'm busy tomorrow but i'm available friday [sys] ok i can book you an all day appointment friday which is essentially between 8 a.m. and 6 p.m. however the engineer will call you prior to arrival and you could also call just to narrow the time down just to see roughly what time exactly [usr] ok [sys] i can book something for you friday [usr] ok [sys] ok now in terms of price there's a start price of 100 and £80 which already includes the a now that start price tends to remain the same unless it's something extreme big they have to dig or there's cracked or crack drain the pipe you are looking at that price [usr] ok [sys] you can you can pay by cash or card if you accept the quote and they'll bring the card machine and if you refuse the quote then they will not do no work but you will not be charged as there's no call out fee if that's ok i can book you in [usr] right [sys] ok all right that's been booked and do expect a call or a text prior to the engineer's arrival from us ok [usr] yes thank you bye bye [sys] no worries cheers take care bye now bye

8Sale

[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] sure [sys] 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 you're through to how can i help you today [usr] hi there need some urgent help please we've got a a blocked train here at home that goes into our cesspit we've got little sewage coming out into the into the garden [sys] ok thank you is it for a a domestic property [usr] yes [sys] or commercial [usr] it is yes it domestic [sys] domestic sure all right thank you and do you have british gas home care cover for your drains [usr] no we don't no [sys] no ok right thank you all right do you want when did you want someone to come out [usr] well [sys] is it today [usr] as soon as possible please ideally [sys] ok [usr] today [sys] all right let me just take some details [usr] sure [sys] from you [usr] thank you [sys] it won't be a second just let the cost to call out cost is no call out cost but if they come out to unblock the drain the cost would be £225 [usr] ok [sys] on a saturday [usr] ok we well [sys] right [usr] we need somebody [sys] brilliant [usr] urgent we're just gonna have to go with it [sys] i understand no that's fine ok right one second what's your postcode please [usr] it's [pii] [pii] [sys] brilliant ok thank you and just confirm the first line of the address for me [usr] it's [pii] [sys] i found that right [usr] great [sys] really one second [usr] yes [sys] ok can i just take your full name please [usr] my christian name is [pii] which is [pii] [sys] brilliant [usr] and my surname is [pii] as in the color [sys] ok right one second right sorry man [usr] that's all right no problem [sys] just been sticking a little bit sorry about that on the site [usr] all right [sys] right ok sorry about that wait can [usr] sorry [sys] i just take your best contact telephone number [usr] it's [pii] [pii] [pii] [sys] all right brilliant ok the engineer what they'll do they'll give you a call to let when they're gonna be on the way [usr] ok [sys] just give [usr] great [sys] me one second ok ok i just need to ask as well does anybody have any vulnerabilities that we need to be aware of [usr] no no [sys] ok hold one second ok right i've booked that on for you now it's gonna [usr] great [sys] be passed to the drains office and i'll i'll be assigned to an engineer you'll get a text message shortly just to confirm everything [usr] ok [sys] and now the engineer they will it will be any time between now and six but they will give you a call to let when [usr] ok [sys] they're on the way [usr] all right perfect brilliant [sys] all right that's all booked on for you now [usr] thank you appreciate your help thanks very much [sys] all right you're [usr] cheers [sys] welcome [usr] now [sys] thanks very much [usr] thank [sys] for your call [usr] you [sys] take [usr] bye [sys] care bye bye [usr] bye [sys] bye [usr] bye

8Sale

[usr] i trust this to you [sys] thank you for calling dino rod partners with british gas [usr] he runs up [sys] did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes duo is one of the uk's leading plumb and drain services from locked drains to burst pipes and busted boilers we're here to help hello my name is [pii] how can i help you today [usr] hi i'm waiting for somebody to come and sort out my block drain it's a waste drain but it's affecting both my toilet and my kitchen i spoke to one of your colleagues earlier and she said that the guy was at an appointment in [pii] and would be on his way to me i just wanna make sure that he's still coming tonight [sys] ok no worries and was it booked through a home care british gas home care [usr] no [sys] product [usr] no it was just [sys] no [usr] booked [sys] right ok [usr] independently [sys] can i take ok can i take your postcode please i'll have [usr] [pii] [sys] a look [usr] [pii] [sys] what's the first line of the address please [usr] it's [pii] [sys] and who am i speaking to [usr] it's [pii] [sys] alright thank i'll check if there's anything any notes left on on the timeline no the last one was yourself let me give the engineer a quick ring are you ok to hold ok let me see if i can get hold of him [usr] ok thank you [sys] ok hello [usr] hi hi [sys] hi unfortunately i got his voicemail what i've done is i've left a message for him to give you a call as soon as possible and give you an estimated time i wasn't able to speak to him it could be because he's driving or maybe he's on a stuck on another job [usr] right the the the only worry i've got is that if he doesn't come tonight will he automatically roll will it be automatically rolled over to come out [sys] they [usr] tomorrow [sys] usually they they usually he will make contact with you and then if it if it's agreeable between yourselves and then he will attend tomorrow they will automatically arrange it that they attend tomorrow but i did mention on his on the message that you you wanted to know whether he was attending tonight or not he can give you a call up sooner [usr] ok all right ok thanks for your help then [sys] no [usr] i [sys] worries [usr] it there's nobody there after nine o'clock on the customer service side is there [sys] no no there is we well [usr] with [sys] our lines [usr] the rest [sys] are open 24 7 365 [usr] right [sys] days [usr] right [sys] you'll [usr] ok [sys] get somebody on this on this line ok [usr] all right ok thanks for your help [sys] no no [usr] but [sys] worries thank you bye [usr] just the last sorry last question is he won't come if it's later than about 10 o'clock or will it will it could it i mean i don't mind if he comes [sys] a bit [usr] but i just need a rough idea how long how late they might [sys] i think [usr] be [sys] our our engineers work till midnight most [usr] right [sys] most [usr] ok [sys] likely they work [usr] right [sys] ok [usr] ok all right ok thank you [sys] no worries thank you [usr] all [sys] bye [usr] right thanks bye

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[usr] hm [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 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] we can book it online [sys] dino is one of the uk s leading plumbing and drain services from hi you calling how can i help you today [usr] hello mate we're in [pii] near [pii] have i got the right person to talk to about booking somebody to come and have a look at an issue we've got [sys] can i take the post code as you call through to the [pii] department [usr] all right what's the postcode [pii] sorry mate hold on [sys] it's ok [usr] [pii] and then 6th november delta [sys] and it was dreams is that right [usr] that's right [sys] no i'll pass you over now [usr] cheers pal [sys] have a nice day bye bye [usr] thank you you come [sys] thank [usr] through [sys] you [usr] to [sys] for calling [usr] them and [sys] dina rod [usr] stuff [sys] central [pii] please note that calls may be recorded for monitoring [usr] this is [sys] and training [usr] from [sys] purposes hello [pii] [usr] hello there i wonder if you can help me we're down in [pii] which is near [pii] have i come through to the right department to book somebody [sys] what's [usr] to come and [sys] the [usr] have [sys] post [usr] a look at [sys] code [usr] this [sys] of the site please [usr] bn bravo november 24 6 november delta [sys] unfortunately not let me give you the correct office number [usr] you're the third department never mind [sys] really sorry [usr] i rang an instable number as well to begin with never mind [sys] ok let me give you the correct number this time you are looking for a drainage engineer right [usr] a drain drainage drain problem [sys] ok ok the number is [pii] [pii] 1240 [usr] [pii] [sys] yes [usr] that's [sys] that's [usr] correct [sys] correct [usr] ok and where's that well that's a rod with a thing [sys] they are the local office for [usr] ok [sys] your post code that's all i know sorry i don't [usr] ok [sys] know anything else [usr] [pii] sorry [pii] [pii] [sys] [pii] [pii] [usr] [pii] ok thank you for your help bye [sys] no problem

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