V2 Rubric Detail — ba276488-70a0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 14:18
Duration
49m 41s
Contact
Ruth Reichart
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#TE00134762
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Single Devices Unable to Connect
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by pushing paid service and escalating prematurely without meaningful troubleshooting, effectively evading resolution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
Escalation2.50/5
Customer Exp1.07/5
Overall0.0% (-40.0)

V2 Grader Summary

The agent failed to resolve the issue, skipped essential troubleshooting, and prematurely escalated while pushing a paid service. Despite the customer’s clear frustration and repeated effort, no technical progress was made, and the interaction ended without a path to resolution. The agent’s avoidance of ownership and inadequate communication led to a complete failure in customer support.

V1 Case Analysis

Customer unable to connect work laptop to 'Riker 2' SSID on EA8300 (S/N: 21P10C6380000). Out of warranty; $15 paid-connect service processed; escalated to Level-2 technician with callback expected within 15–30 minutes. No configuration changes made.

Troubleshooting Steps
  • Confirmed router model (EA8300) and serial number (21P10C6380000).
  • Customer reported prior power cycle of router and modem.
  • Attempted to guide customer to router web UI via http://192.168.1.1 and discussed certificate warning.
Key Observations
  • Agent prematurely offered paid support without attempting free troubleshooting steps (e.g., checking SSID visibility, band separation, or MAC filtering).
  • Agent incorrectly suggested MAC cloning as a solution for a missing SSID, which is not a valid fix for this issue.
  • Agent did not verify whether the 'Riker 2' SSID was still configured in the router settings, which could have been confirmed via the web UI if accessible.
  • Agent did not guide the customer to check if the 5 GHz network was disabled or if the SSID was hidden, both of which are common causes of missing SSIDs on EA Series routers.
  • Agent spent excessive time on payment processing and hold periods, contributing to inefficiency.
  • Agent escalated correctly but only after minimal troubleshooting.
Positive Highlights
  • Agent successfully collected and confirmed the correct model number (EA8300) and serial number (21P10C6380000) [04:00–06:00].
  • Agent acknowledged customer frustration and offered escalation to a Level-2 technician when unable to resolve [43:00].
  • Agent processed the paid-connect transaction correctly and set clear expectations about the support session duration [18:00].
Agent Errors / Gaps
  • Prematurely offered paid-connect service without first attempting free, self-help troubleshooting steps (e.g., checking SSID settings, band separation, or MAC filtering).
  • Incorrectly suggested MAC cloning [27:00] as a solution for a missing SSID issue, which is technically incorrect and not applicable to this problem.
  • Failed to verify warranty status through a proper lookup system; relied solely on inference from product age.
  • Did not attempt to resolve the certificate warning issue by suggesting the customer proceed despite the warning or use a different browser/device.
  • Long, unstructured hold periods [18:00, 38:00] without clear explanation caused inefficiency and customer frustration.
  • Did not guide the customer to check if the 5 GHz network was disabled or if the SSID was hidden in router settings, both of which are documented troubleshooting steps for EA Series routers per the KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or achieve any outcome; the work laptop remained disconnected and no solution was implemented before escalation.
R2 Not Met Diagnostic thoroughness conf 90%
Agent verified reboot attempts but skipped essential troubleshooting: no SSID check, no band separation, no router UI access attempt beyond flawed guidance.
R3 Not Met Correct resolution path conf 90%
Agent prematurely pushed paid support and escalated without attempting best-effort troubleshooting expected for out-of-warranty devices (e.g., factory reset, UI access via alternate device).
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to identify root cause, asked minimal diagnostic questions, and defaulted to warranty status instead of investigating configuration or UI issues.
T2 Not Met Appropriate tools / resources used conf 90%
No use of diagnostic tools (remote session, packet capture, or logs); agent could not access router UI and offered no workaround despite customer having other devices.
T3 Partially Met No misinformation conf 85%
Correctly identified EA8300 as end-of-life, but inaccurately claimed no free phone support for out-of-warranty devices, contradicting OOW best-effort standard.
Communication
C1 Not Met Clear & professional language conf 90%
Agent placed customer on hold multiple times without clear purpose, gave inconsistent timelines, and lost control of the interaction’s direction.
C2 Not Met Confirmed understanding conf 90%
Used unexplained jargon (MAC cloning, paid connect), gave confusing browser instructions, and failed to adapt to customer’s clear confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Transferred to L2 after minimal effort and attempted to sell paid service instead of owning the case through resolution or informed escalation.
O2 Partially Met Proactive follow-through conf 85%
Set next step (L2 callback) with estimated timeframe (15–30 min, later extended to 3 hours), but lacked precision and consistency.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or required; this appears to be the first contact.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 85%
Escalation was warranted due to inability to access UI, but only after insufficient troubleshooting, making it borderline in appropriateness.
E2 Partially Met Escalation prep & handoff conf 85%
Informed customer of L2 callback and reason, but provided no ticket number, exact ETA, or direct contact method.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent acknowledged frustration once (“I totally understand”), but overall tone remained transactional and dismissive.
X2 Not Met Tone & rapport conf 90%
Maintained a rigid, technical pace despite customer confusion and disengagement, failing to adjust communication style.
X3 Not Met Overall experience conf 90%
Customer repeated serial number multiple times, endured unexplained holds, and was asked to perform complex browser steps unnecessarily.
Call Transcript70 turns · 82 lines
Speaker 1
[silence] to get my serial number here. Hi, I am calling. Um uh I got to get my serial number here.
00:00
Speaker 2
Welcome to LinkSys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register. LinkSys.com. please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your please have your device's serial number and contact information ready, if unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Hi, thank you for calling LinkSys technical support. My name is Dillion. How can I help you today?
00:00
Speaker 1
I need help with my links that router but um it it says I need the bottle number and the serial number and I'm looking on the bottom for the serial number and there's so many numbers on it. Um it has wireless password w oh here's the serial number. Hold on a second. 21p- 10c. Okay. okay okay so I work from home and I was having problems with my internet and [silence] It can connect it this morning, I checked with spectrum everything's good I unplugged everything router, modem everything and everything's good they asked me to call you because so when I was online with my work our our internet is called Ryker That's our last name and that's what we have on our phones and like all of our TVs work our phones work everything's connected to the internet. But when I was on when I'm on work I'm always on Ryker two and my work person told me right-click on it and hit forget and I did that and then he said that when you when you go back into it you should be able to see it back up there and you should be able to reconnect back to it the available networks and that one does not come up. So when I was talking to Spectrum they said that Linksys probably set up a second one. when I first started working from home with the computer and stuff, and I think I do remember that that you guys did that like years ago. So anyway, I need to get that set back up again. Hello? Okay, did you hear what I said? Yeah, did you hear what I? Okay, so I need to get that Riker to set back up again. Ruth last name's Riker. Are E I C H E R T? Eh eh eh.
01:00
Speaker 2
Yes. I'm here. I'm listening, ma'am. Yes, maam. Uh-huh. Okay. So let me just run some verification first, uh in order for me to proceed further. Uh let's let me just uh create a quick record here, okay? Starting with your full name. Uh-huh. I'm sorry?
03:00
Speaker 1
REICH ERT E-A-8300 E-A-8300 that's what it says on the top E-A-8300 or the [silence] different model number on the bottom [silence] Hold on
04:00
Speaker 2
okay. I'm sorry, uh, what was that again? EA 8300, that's the, uh, model number. okay. okay. okay. okay.
04:00
Speaker 1
There's no different model number. It has a wireless routing number, wireless password. It has W-P. Yeah, it's E-A-83. Yeah, model number E-A-8300 21P 1638 0 - I'm sorry, what? 110C. Okay. I don't know if it's a zero or an O. I can't tell. But zero C 638 00 00034.
05:00
Speaker 2
Okay, yeah, what's the serial number? I'm sorry. That's 21 p 10 C.
05:00
Speaker 1
Let me just repeat that one. The two one T. 0 no there's four zero. 0 0 0 0 3 4. there's four zero. yeah. 40, right? Yeah. It is a P. It's 21P as in Paul, 0 C as in Cat, 6380000.
06:00
Speaker 2
all right, let me just repeat that one. that's 2 1 P for Papa, 1 0 C for Charlie, six 3 8 0 0 0 0 3 4. Yeah. 0 0 0 0. huh. 3 4. Okay. 4 0, right? uh, can you make sure that's uh, that's a P after the two one. Okay. Okay.
06:00
Speaker 1
[silence] R R A Reichert is R E I C H E R T at Outlook.com. Yes. [silence]
07:00
Speaker 2
three, four. Okay, got it. Thank you so much for that one, miss Ruth. uh... by the way, can you repeat your email address? So that's R A and then your last name at outlet.com. Okay. Thank you so much for that. Okay. R M. Let me just input everything here, just bear with me.
07:00
Speaker 1
I have rebooted my laptop three times. I have unplugged the router and the electricity to the router. I have unplugged, or no, that was to the modem. I'm sorry. I unplugged the modem and left that unplugged for a bit. As far as the router goes, I unplugged that at least three times.
08:00
Speaker 2
Okay. Let me try and... Yeah, it's... uh, by the way, Miss Ruth, what have you done so far with your concerns? Mhm. Mhm. Yeah, sorry.
08:00
Speaker 1
it's technically right now we have internet connection to everything in the house except for my work laptop. When I got on to this. Right. When I got on to the help desk for my work, he had me forget like when when I log on to my work laptop there's always two options for internet. Riker, which does not work and Riker 2. He had me do the forget Riker 2 and now when I go out to the listings to see if that one's available to connect back up to it, it's not. And I remember you linksys, setting up that Riker 2 for my work laptop when I initially started working from home. So that's what I need to have happen again. because my connection I
09:00
Speaker 2
So technically right now, you don't have internet connection. Mhm. Mhm. Except for your work laptop. Mhm. Mhm. Mhm. Mhm. Mhm. I see. But I can't seem to find any record of you here.
09:00
Speaker 1
No, one, you forgot a one. Two. Yeah. Could you repeat it again? And that's what I show on the back.
10:00
Speaker 2
uh, okay. I can't seem to find any record of the serial number you've provided me, ma'am. Um, let me just uh repeat the serial number, okay? That's two one T for Papa, zero zero C, six, yeah, one one one zero C. six three eight zero zero zero zero three four. Okay, that's two one T for Papa, one zero C for Charlie, six three eight zero zero zero zero three four.
10:00
Speaker 1
back of mine can you yeah that says serial number I have a LPS number I have a wireless network number I have a wireless password on the bottom of it I have a Mac address on the bottom of it spectrum spectrum everything is connected to the Wi-Fi yes in the entire house and I know that I had this issue when I initially started working from home
11:00
Speaker 2
OK. Mm-mm. OK. I don't know. No. I may know who's your internet service provider, ma'am? Spectrum, oh God. So other than that, uh you don't have any other concerns. Your other devices were able to connect to the Wi-Fi? Yes.
11:00
Speaker 1
Oh, I don't know.
12:00
Speaker 2
Okay, um, well, uh, let's see what I can do here, ma'am. Uh, but, uh, I need to verify first, uh, how long have you been using this router? [silence] Hmm. Because actually, ma'am, uh, I've, I am unable to find any data or information of the serial number you've provided me here. And just to let you know, this, uh, EA 8300 Linksys device that you have right now, is actually already part of our end of life devices, which means we no longer manufacture this router and, uh, we no longer update its firmware. So technically, um, this might be an a a firmware issue. on our end, but that that may also be a factor. However, there's a lot of factor that may have caused the issue considering that all your other devices were able to connect and I can't seem to find any records of your previous, uh, interaction with Linksys. Also, um, since um, you, um, I think I believe you had this router for more than a year already. Yeah, and uh, Just to let you know, for out of warranty devices, we no longer provide the free troubleshooting assistance over the phone. However, yeah, we have this um, paid connect service. However, it has a pay of, um,
12:00
Speaker 1
Okay. No, no, no. This is my work laptop. It's brand new. I just got it two months ago. Is there somebody there that knows anything more about this? Because I don't think you're, I don't think you're, I don't, nothing wrong against you, but I don't think you are understanding the whole setup of second, second Wi-Fi through linksys. And if I do the paid for thing for. $15. Are they more knowledgeable in this type of thing? I'm trying to make you a $900.
14:00
Speaker 2
15 dollars, which you might have to consider, I mean, you might consider, but this still not a guarantee that it will resolve your issue. Have you tried contacting your your laptop's manufacturer? Let's say. [silence] Yes. [silence] Mm-hmm. But actually, we do have, like, our L2 technical. But, uh, then again, I can actually help you with
14:00
Speaker 1
So even if the um$15, that's all it's going to cost if I do the troubleshooting with them. It won't cost more than that. That's all.
15:00
Speaker 2
Doing the shop was cutting and we can actually try to map clone your your router. I mean map clone your your laptop for you to be able to connect it to the internet. But still um well this uh is already out of warranty. So yeah it's either you consider um uh uh uh Uh huh. Yes ma'am. Yeah but I still need to run a a troubleshooting with you and check if it's going to work but if uh if everything
15:00
Speaker 1
Okay, so what are you gonna do? I have no idea. Probably more than eight. more than eight years. We brought it brand- new, so whenever it came out. Yeah, let me just finish up
16:00
Speaker 2
failing. else fail I will proceed and escalating it to the level two tech. hm [silence] okay um let me just finish up the record here. can you still like um um [silence] at least estimated years you had this rather? Okay. I see. more than eight years. Okay. Okay. hm [silence] Okay. Let me just finish up the record. here uh just bear with me.
16:00
Speaker 1
because I just Googled this router, and it says it's a highly regarded for its reliable speeds, compact size, and built-in seamless I'm just um, so I probably had it since 2018 [silence]
17:00
Speaker 2
[ silence ] Mm-hm. Mm-hm. All right. Thanks so much for that one, then. Uh, I'll input that one here. And, uh, okay.
17:00
Speaker 1
Yes, I am. And, the page, yeah, that page feature? Is a 15 minute total or is 15 minutes for a, a certain amount of time or? Uh, the, the page, Okay. Okay, okay. That's, that's fine. Mm-hmm.
18:00
Speaker 2
All right, so are you going to proceed with a Paid Connect service? Mm-hm. Okay. So for us to proceed further, let me just ready my tool here. Let me just put you on hold for at least two or three minutes. So that we can process that transaction. Mm-hm. Yeah, the Paid Connect Service is a one time non-refundable technical support session that would only last up to 60 minutes. So if we're unable to resolve your issue or determine your product is defective, uh we, I mean... [silence]
18:00
Speaker 1
That's fine. let's move forward with it. Yep, let's go forward with it. Okay.
19:00
Speaker 2
We don't have any reference or replacement, okay? All right. Okay. So, again, let me just put you on hold for two to three minutes, then I'll get back to you, okay? Let me just really my tool here. Let me just release my tool here.
19:00
Speaker 1
one and after you did that it dawns on you uh but anyway mark's phone is free two four eight seven nine thanks by the way I'm here
21:00
Speaker 2
Hello, Ms. Ruth. Thank you so much for patiently waiting.
21:00
Speaker 1
Okay. 4-0 three 7-8 four 0 1-24 1 8-31 85 4-0 three 7-8 four 0 1-24 1 8-31 85 seven of 31. 064? Yes. Yes.
22:00
Speaker 2
okay how about the expiration date? okay and the security code sorry? what was that again okay and the first name in your card is it the same name you've provided me as well as the last name? alright let me also input here your email address so that you will receive the invoice I'll now proceed in processing the transaction. right so I've already processed the transaction and sent you the invoice ma'am. I will now proceed with the troubleshooting okay so just a moment just
23:00
Speaker 1
Is there somebody else that's going to be doing the Troubleshooting? [silence]
25:00
Speaker 2
finish up this one [silence] no ma'am. I'll be doing the trouble shooting first. All right? So [silence] going back to your concern um Ms Ruth. So you've [silence] let me just verify the points that you've mentioned earlier. So you have already rebooted and power cycle the router. You have unplug it from the modem and still the same. [silence] um all your devices where connected, not your devices but [silence]
25:00
Speaker 1
No. No issues on the laptop. Through my work, yeah. Laptop to the internet. Yep. [silence] All right.
26:00
Speaker 2
I'm sorry? I mean your the only issues you're having right now is connecting your laptop. That's what I mean. Sorry. Yeah. Your your your work laptop. Mhm. [silence] All right. So here's what we're going to do now ma'am. Um,
26:00
Speaker 1
No. Yes. And not? I have the router connected to the Wi-Fi. The Wi-Fi is connected to the laptop. [silence]
27:00
Speaker 2
We're going to perform the MAC cloning. So that's what we're going to do. We're going to first, we're going to access the Web user interface. So on your laptop, do you have other laptop that we can use to connect to your Wi-Fi? Yeah. I have. Okay. Oh, by the way, is your laptop compatible or does it have an Ethernet port where you can connect it directly to the router? And have you tried connecting it?
27:00
Speaker 1
I don't know. No. So I can connect them. Hold on. I don't know.
28:00
Speaker 2
What I'm asking is does it have an ethernet port? Oh, okay. So you're only able to connect it wirelessly? Right.
28:00
Speaker 1
Yeah. Yeah, that's the only way to. All right. Okay. I'll tell you this now. You need to give me, I'm just gonna say this now. I know what the issue is. You need to connect another, you need to create another router too, as in a second Internet connection for my work laptop. I used to have that. Spectrum told me that's what Linksys needs to do, is to create that. So I'm telling you, that's what you need to do. If you don't understand it, I want to talk to somebody else. I don't understand.
29:00
Speaker 2
Okay. I see. All right. Um, so if you don't have an, uh, if you don't have other laptop or desktop. I'm sorry. Mhm. Mhm. I I totally understand that, ma'am. I think what your um internet service provider is referring to. [silence] was, um, separating the bandwidth, like, the, creating two networks. So, your router, yeah, your router right now has 2.4 and 5 gigahertz, so we're going to separate it. Okay. Okay. Alright, so, uh, since your laptop is unable to connect to the Wi-Fi, do you have, uh, other devices that is already connected to the Wi-Fi, like a phone? Okay, so, let's try to use your phone.
29:00
Speaker 1
Okay. No. It's an apple iPhone 13. [silence]
31:00
Speaker 2
Setting your browser to desktop mode. What's the Mac model of your phone? iPhone 13. All right. So, um, if you're using Safari, can you check, um, usually on the far left of the address bar?
31:00
Speaker 1
I have no clue what you're talking about. I'm on I see Google. Yep, I got it. There's no menu, it says do tab, do private tab, bookmarks, all tabs.
32:00
Speaker 2
So, there's, like, a lowercase "a" and, uh, uppercase "A." Like, what, what browser are you using right now? Okay, so you're in Google. So there's a, if you're using Google, you can see there the More Options Icon, the three horizontal, or vertical dots, located at the bottom, or right, or, uh, bottom right or top right. You click, uh, you tap on that, and then scroll through the menu and tap the Request Desktop Site.
32:00
Speaker 1
Yeah. H what? Okay. Is the first? Okay, yeah. My router. Okay. Okay. Local. Okay. Got it. it says it has a bunch of stuff and then it says to access your router settings page follow these steps connect ensure your computer or phone is connected to your local either Wi-Fi or Ethernet well it is open a browser you're trying to call uh strengthen Oh, no, uh, no continue button. Nope. It has it has steps one connect step two open a browser step three navigate step four log in step five alternate if my road router local does not load try typing your router's IP address
33:00
Speaker 2
alright, then what's showing on your screen right now? Okay. Hmm. You try to you try to call uh scroll down and look for the continue button. Notice continue button. Yeah, it would be better if that it's um
34:00
Speaker 1
in the bars step. We'll need better if it's done best of my. Okay. did that. Yeah, did that. [silence]
35:00
Speaker 2
Yeah, it will be better if it's on the desktop mode but, yeah, we will try to use the IP address so, instead of the my router .local, you change it to HTTP colon, double forward slash, 192.168.1.1, mhm, and then hit enter. [ silence ]
35:00
Speaker 1
192 dots, it says admin login, and then in the middle it has 192.168.1.1 IP address to access the admin panel. Type 192, blahblahblah, in the address bar of your web browser or click on the button below. Login or admin. Which one do I click? No continue button. It asks me to select login or admin. Connection is not private. Nope. It says show details or go back. Show details.
36:00
Speaker 2
It asks you to like select login try logging okay uh is there an advanced option? yeah okay hit on show details yes show details okay
36:00
Speaker 1
So far, I warn you that this certificate is not valid. This may happen if the website is misconfigured or an attacker has compromised the connection. There is no continuation. Either go back or view the certificate or view the website. It says link my smart wifi dot com not trusted more details. Now what? It says Linksys smart wifi dot com issued by Linksys. Then there's a line that says not trusted it expires 12232 and then more details. I click on more details and it gives me the country, the reef state, the common name. All this stuff.
37:00
Speaker 2
okay just uh hit and continue I mean yeah view your certificate or visit the website what's there again? silent
37:00
Speaker 1
And if I scroll all the way to the bottom, yeah, it just gives you different things. We have a, we have a Surface Pro, but it's the older one. We have a Surface Pro, but it's the older one. Would that help? Would, would help. Okay.
38:00
Speaker 2
Uh-huh. I see. Um this could be uh hard if we are unable to connect with uh web user interface since uh this is where we can configure your router. So uh let me just put you on hold for at least uh five minutes and I'll get back to you. I'll have to check for alternative ways to to connect to the web user interface. Okay, so just wait on the line just stay. I'm sorry. Uh uh. Uh I don't think it would help because even if uh even using the you know the device that you have right now is still the same so yeah okay so let me just put you on hold ma'am and I'll get back to you okay stay on the line Oh [silence]
38:00
Speaker 1
I'm just wondering. [silence] Representative. Representative. Representative Representative.
40:00
Speaker 2
[silence] All right. So, just to set your expectation, ma'am, since we don't have any other option and ways to access the web user interface. So our supposed to be last option or last resort would be resetting your router, which actually would compromise your other devices. So they will be disconnected to the router and we need to set up your router back from scratch. Which technically is not a guarantee that your device will, your work laptop will be able to connect. So, what I'm going to do now is I'm going to escalate the your case to our level 2 tech. Instead, they will be working with you to further identify what is a root cause of your concern. So far, I'm just reconciling to you the options right now. Understanding your side too, but so far that's all we can see on our end. With you. But then again, as what I've mentioned earlier, the last resort would be resetting your router or using different device so we can connect to the web user interface and separate the frequency band. But we'll check with the level two tech of what troubleshooting they will be performing with you. So, yeah. Okay. So, they will be the one who's going to call you. For now, I would ask for your patience. Like, wait for at least 30 minutes for them to call you back. Because they're still engaged with a call. So, yeah. That's it. So, I mean, I assure you that they will be calling you within three hours.
42:00
Speaker 1
Okay. Yeah, I can't wait that long. Is there any way to expedite this? Okay.
45:00
Speaker 2
Well, um, let me just check again if there's already available level two time, okay? [silence] .
45:00
Speaker 1
[silence] 320. Yes. [silence] Technical support. [silence] Internet. Representation. Uh, yes. And just wondering. Just wondering. okay. Alright. Okay. So, where are you? Okay. and if a call back, how could I get a hold of him? Is there any way number can I get for him or not? Uh, so there will be. A call.
46:00
Speaker 2
[silence] Hello, Ms. [inaudible] Thank you so much for patiently waiting. Alright, so, um, I've already discussed this with one of our level two techs, so he will be calling you, but he would need at least 15 to 30 minutes to review your case first. [silence] Then he will, I mean, he will be calling you right after that. [silence] So, there will be the one calling, who's gonna call.
48:00
Speaker 1
Yeah, give me. OK. OK, thank you. OK. Bye. OK, Thank you, bye.
49:00
Speaker 2
0013 4762
49:00