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(737) 618-5983

Urgent · on-call alerted · booked

AC out, a husband with a bad heart

Tuesday · 2:14 pm · 2:52 · Oak Ridge Heating & Cooling (sample)

0:00 / 2:52
  1. Sam Oak Ridge Heating & Cooling, this is Sam. I'm automated, and this call's recorded. What's going on?
  2. Caller Oh, thank god. Our air conditioning just quit on us about an hour ago, and it's hotter than blazes in here. My husband, Earl, he's got a bad heart. He's just sitting there red in the face and won't drink his water, and I'm scared half to death. We need somebody out here as soon as you can get him.
  3. Sam That's a real concern with his heart condition and the heat. Let's get someone out to you right away.
  4. Caller Yes. Oh, thank you. Thank you. Can somebody come today? It's so hot. And he just won't listen to me about the water.
  5. Sam I hear you. We'll get somebody there today. What's the ZIP code there?
  6. Caller It's 6 2 7 0 5.
  7. Sam Let me check... okay, good, that's in our service area.
  8. Caller Oh, I'm so relieved. Earl, hush. I'm on the phone. Um, what time do you think they can get here?
  9. Sam checks Texts the on-call phone: EMERGENCY
  10. Sam Given his heart condition and the heat, I'm flagging this as urgent right now so the on-call team gets notified immediately.
  11. Caller Oh, bless you. Thank you so much. What do I need to do? Should I turn anything off or, um, what should I?
  12. Sam No need to shut anything off for this. Just try to keep him cool and hydrated if you can — a fan, cold cloth, whatever you've got, while we get someone there. Let me get the on-call team alerted now.
  13. Caller Okay. Okay. I I can do that. I got a fan. I'll get him that. honey? Mean, what do I tell Earl about who's coming?
  14. Sam ...Okay, Good — that'll help. Okay, the on-call team has Okay, the on-call team's been alerted. Now let's get you booked in — who am I speaking with?
  15. Caller Oh, my name is Darlene. Darlene Pruitt.
  16. Sam checks Checks the calendar: two openings
  17. Sam Thanks, Darlene. Now, for time — I've got today, 4 to 6 pm, or tomorrow morning, 8 to 10 am. Given Earl's situation, which works better?
  18. Caller Today, today, please 4 to 6, that's fine. That's perfect. Just please get somebody here.
  19. Sam Got it, today 4 to 6pm. Now, what's the full service address, including city?
  20. Caller It's 4 1 2 7 Maple Avenue, Springfield, Yes.
  21. Sam checks Checks the address with Google: verified
  22. Sam checks Books today, Tuesday, 4 to 6 pm and texts the confirmation
  23. Sam Let me get that booked... okay, you're all set. Today, 4 to 6 PM,
  24. Caller Okay.
  25. Sam and the address came back as 4127 Maple Avenue, Springfield, IL 62704. A confirmation text is on its way.
  26. Caller Yes. That's right. That's correct. Thank you so much. Thank you. Goodbye.

Urgent · shut-off talked through · booked

A pipe spraying over the water heater

Tuesday · 6:05 am · 3:58 · Oak Ridge Heating & Cooling (sample)

0:00 / 3:58
  1. Sam Oak Ridge Heating & Cooling, this is Sam. I'm automated, and this call's recorded. What's going on?
  2. Caller Oh my god. Oh my god. There's loads there everywhere. My water heater, there's a pipe that's placed on top of it, and it's spraying. It's just staying everywhere in my garage, and I don't know how to stop it.
  3. Sam Okay, I hear you. First thing — is that spray anywhere near your electrical panel or any outlets?
  4. Caller No. No. It's in the garage, but it's, like, on the other side away from that stuff. But it's going to what my daughter spoke with. Like, her things are getting soaked. I need to.
  5. Sam Okay, that's good, at least it's away from the panel. Here's what I need you to do — find your main water shutoff. It's usually on the wall where the pipe comes in from the street, or right near the water heater itself. Turn that valve till it stops. Can you get to it?
  6. Caller Okay. Okay. Let me look. I'm going to look back
  7. Sam Go ahead
  8. Caller Okay. Wait. I see something. There's about breaking on the wall near the heated. Is that it? It's like the round lock thing.
  9. Sam That's probably it. Turn it clockwise, to the right, until it stops. Tell me when it's done.
  10. Caller Okay. I'm turning it. I'm turning it right. Right? And it's still spraying. It's still going. The water is still coming out? Um, hold on. Turning it more more more.
  11. Sam Keep going till it stops fully, sometimes it takes a few full turns. Is it slowing down at all?
  12. Caller Yeah. Okay. It's loading. It's slowing down. Almost there. Almost. Okay. Okay. It stopped. Oh my god. It stopped. The water stopped.
  13. Sam checks Texts the on-call phone: EMERGENCY
  14. Sam Good. Really good job. Okay, I'm getting this to our on-call team right now so someone gets sent out as soon as possible. What's the ZIP code there?
  15. Caller 8 6 2 7 0 3.
  16. Sam checks Checks the ZIP: in the area
  17. Sam Good, that's in our area. Let me get this flagged right now. Okay, on-call's been alerted about your flooding. Now let's get someone out there. Who am I booking this for?
  18. Caller It's correct. Yeah. Kashi Nava.
  19. Sam Thanks. Can you spell that for me?
  20. Caller K a s I a n o w a k.
  21. Sam Got it, Kasianowak. And what's the address there, with the city?
  22. Caller No. It k a s I a n o w a k. And the address is 58 11 Elm Drive, Thank you.
  23. Sam Got it — Kasianowak. And what city is that in?
  24. Caller Thank you. I think that's screen view. It's 38 11 Elm Drive. Springfield.
  25. Sam checks Checks the calendar: two openings
  26. Sam Got it — 3811 Elm Drive, Springfield. Thank you for the correction. Now let's get you on the schedule. I've got tomorrow, Wednesday, 8 to 10 AM, or Thursday 1 to 3 PM. Given the flooding, I'd push for tomorrow morning if that works.
  27. Caller Yes. Yes. Tomorrow morning is better. 8 to 10. That's fine. I'll be here.
  28. Sam checks Checks the address with Google: verified
  29. Sam checks Books Wednesday 8 to 10 am and texts the confirmation
  30. Sam Perfect, you're booked for Wednesday, 8 to 10 AM. The address on file is 3811 Elm Drive, Springfield, IL 62703. A confirmation text is on its way. Is it alright if we text you updates at this number?
  31. Caller Yes. That's fine. Um, 1 thing. Will insurance cover this? Like, you know, it's homeowners insurance covers water damage from a pipe like that.
  32. Sam That's really a question for your insurance company - I can't speak to what they'll cover. Our technician can give you documentation of the repair if you need that for a claim. One more thing - want to give me an email? We send discount offers out that way.
  33. Caller No. No email. Just text are fine. I don't really use email much anyway.
  34. Sam No problem. You're all set for Wednesday, 8 to 10 AM at 3811 Elm Drive. Glad the water's stopped. Goodbye.

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(737) 618-5983