Datasets:

yangwang825
/

aa-transcript-cti

Dataset card Viewer Files Files and versions Community

Subset (2)

default · 5.45k rows

Split (2)

train · 4.9k rows

text stringlengths 8 30.6k	label class label 11 classes
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] i'm gonna put on some for music for 45 minutes and they'll be charging me [sys] how may i help [usr] hello there i am a a british guest home care er whatever i have a policy [sys] a customer [usr] with them for [sys] yes [usr] drain for drains and we've our kitchen sink has totally blocked up and i can't we've tried drain unblock up things and it's [sys] right [usr] and [sys] ok [usr] it's not draining at all [sys] yes [usr] you you have been out to us before but we need we need somebody quite urgently please i [sys] all [usr] went [sys] right [usr] online [sys] ok i'll need to get you through i'll need to get you through to home care you've come through to dino on demand just bear with me a second [usr] ok thank you much [sys] hello welcome to british gas services limited please enter your account number using your telephone keypad ignoring any letters then press the hash key [usr] no ok no shut the front door see [sys] please hold whilst i check your details in a few words please say the reason for your call [usr] urgent blockage [sys] you can say things my boiler broken or to join home care in a few words please tell me the reason for your [usr] my [sys] call [usr] kitchen sink is blocked [sys] about a problem with your drains [usr] yes [sys] is that right [usr] you [sys] ok [usr] let's just [sys] for [usr] talk [sys] security [usr] to a robot darling [sys] please try saying your date of birth for example may the 4th 1967 [usr] second of february 1968 [sys] you may encounter some moments of silence whilst we connect you to a member of the team please stay on the line thanks for protecting your home with britain silva can i confirm is it mrs [usr] yes that's [sys] [pii] [usr] me thank you [sys] alright just one moment while i bring [usr] thank [sys] up the [usr] you [sys] account ma'am right while it's loading how [usr] we've [sys] can i help [usr] got [sys] today [usr] a a problem with a kitchen sink and it's totally filled up and i it i can't empty it we've used a drain and blocker [sys] the one [usr] and the water's not going away we've also got a backup in the the sink at the bathroom [sys] here [usr] i think [sys] it [usr] there's [sys] is [usr] some something there's a problem that needs that needs a rodding [sys] job in let's have a look you said it's [usr] well [sys] a sink [usr] there's [sys] in the [usr] but [sys] kitchen [usr] there's also a thing in the back of the house that's not going away either [sys] for the house [usr] i i fear it's a a more major [sys] ok [usr] block but yes the kitchen [sys] my [usr] sink [sys] god [usr] won't won't er empty the toilets are flushing though [sys] right i can be able to book for someone [usr] thank [sys] to come over [usr] you [sys] and i'll let shortly as to how soon they can [usr] i i had [sys] come [usr] to go online but there was nobody for more it was monday and 10 day monday week [sys] bye [usr] which is no good at all [sys] all right [usr] thank [sys] let's have [usr] you [sys] a look let see what i'm only getting tomorrow [usr] ok [sys] it will be an all day slot as early as eight [usr] 888 [sys] in the morning [usr] in the [sys] until [usr] morning is [sys] six [usr] fine yes that would be lovely and any time from eight [sys] and [usr] yep [sys] ok and remember on your profile you've got the excess [usr] that's [sys] of £50 [usr] right [sys] which is usually paid once the work has been carried out you will get an invoice [usr] ok that's [sys] for that [usr] lovely that we had that before that's [sys] ok [usr] fine [sys] and what would be the best contact number ms [pii] [usr] i you [sys] the mobile [usr] you use [sys] or [usr] this [sys] the [usr] this [sys] landline [usr] mobile number's fine it's as as have [sys] ok [usr] got it there or do i need to [sys] right [pii] [usr] yes yes yes [sys] ok a man i ok just bear with a bit of silence i'm just [usr] thank [sys] confirming [usr] you very [sys] everything [usr] much [sys] ma right it has been booked for tomorrow which will be the second [usr] lovely [sys] of october the engineer will either ring you or text [usr] fantastic [sys] you before they come [usr] thank you much that's great right [sys] thank you much for your time ma'am you have yourself a wonderful [usr] i will [sys] day further [usr] without slashing the kitchen sink but yes thank you very much ok bye bye [sys] ok [usr] bye [sys] cheers bye now	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing service press two did that you can now book plumbing services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good evening thank you for calling diner you're speaking to [pii] how may i help [usr] hi there my my dad's put on a new radiator in his house and he thinks he's got a air trap and then it's when it the pressure builds up and water's when it turns his heat in it's coming out of the radiator or something that i was just wondering if how quickly you could get someone around to have a look at it today or tomorrow if you have availability [sys] i can certainly look at the availability i mean is he able to isolate sorry excuse me i do apologize [usr] no worries [sys] dear [usr] what [sys] let me just drink the water is he able to isolate the leak [usr] well as long as he doesn't put his heating on he's all right [sys] ok [usr] cos otherwise the pressure builds up and it comes over but it's a he thinks it's just the thing needs draining to get rid of the air trap is his theory but who knows [sys] ok can i firstly ask does he have british gas home care cover [usr] i don't think he's got any cover no [sys] ok and what's the postcode [usr] it's [pii] [sys] sorry sorry [usr] [pii] [sys] fg [usr] [pii] [pii] i believe [sys] ok bear with me sorry excuse me i don't know what [usr] you gotta [sys] we just built just built a fire and i have a feeling that probably i don't know dust [usr] that smoke [sys] or something that's got in my throat i do [usr] that's [sys] i smoke [usr] all right [sys] i do apologize [usr] nice night to have a fire [sys] it's freezing [usr] definitely [sys] we are booking in the area now the only thing all i can do is look at the availability if i can take the details do if he's used us before [usr] he wouldn't have done that [sys] ok let's take his details can i just check is it a district property [usr] it's a semi detached regular house [sys] ok what will happen is the plumber will come along he'll assess the job and he will confirm obviously what needs doing and the price if you decide not to go ahead that's absolutely fine there is no charge for the call out if you do go ahead then payment is due by card or cash on completion is that ok [usr] that's fine [sys] ok can i take her surname please [usr] it's king king [sys] i have a horse with the same name [usr] got that [sys] and can i take your first name please [usr] [pii] [sys] is that a [pii] or a double l [usr] single [pii] [sys] ok and who's should i take is [pii] your father and should i take [pii] number for contact [usr] you use my one at the moment [sys] sure what's your name [usr] [pii] [sys] and is it possible i could take the best number for you please [pii] [usr] this one is [pii] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] and do you have an email address at all [usr] [pii] [sys] [pii] [usr] [pii] [sys] lovely thank you you've given me a postcode of [pii] [usr] should be [sys] and [usr] alright [sys] what's the first line of the address please [usr] it's [pii] [sys] bear with me i'll just look that up that's great just bear with me it's just going a little slow [usr] all right [sys] ok i'll just make some notes of the plumber new radiator [usr] and he's done something to his central heating [sys] was fitted and when the heating is 10 on and pressure builds up [usr] i do [sys] there is water leaking out of the is it coming out of the valve or the pipe [usr] he didn't he said at the top i don't know which one to be honest [sys] it sounds the radiator valve let's just put radiator ok that's let's put on that can i just ask is is your father or anybody at that address classed as vulnerable [usr] no [sys] ok to isolate ok let's see i just have to add a little distant tree central heating let's try central heating system leak leaking radiator would you call it severe or minor well [usr] wow it [sys] i've put it as severe and when i put are you able to isolate and i've put yes but i've turned yes by isolating the i'm not a vulnerable customer that's fine that's just saving that and then i can look at the availability for you [usr] ok [sys] i have tomorrow [usr] ok [sys] is that of any use that's between eight and six i can't i can't pinpoint any more i'm afraid [usr] ok can do it just to get someone else but ok let's go with it [sys] just saving that you will receive a text within the next couple of minutes confirming that with your work order number [usr] ok [sys] and the plumber should call you or text you prior to his arrival [usr] ok that will show [sys] right [usr] up assess how much it will cost and if you don't want to go ahead then there's no charge right ok [sys] all right [usr] perfect thanks a lot [sys] thank you bye bye [usr] bye	0Appointment / Booking
[sys] thank you for calling dino [pii] partnered with british gas we record calls for quality and training purposes [usr] what i can do it [sys] good morning british gas my name is [pii] how can i help [usr] hi i've got a blocked drain we know what the problem is with it but i'm having a lot of issues with the landlord repairing it [sys] are you [usr] in [sys] a tenant [usr] sorry mate [sys] are your tenant [usr] is [sys] are [usr] it stand out what [sys] you a landlord are you are [usr] no [sys] you [usr] i'm [sys] a tenant [usr] a tenant [sys] or [usr] i'm [sys] a landlord [usr] a tenant a tenant [sys] does the landlord have policy in place for permanent drains with british gas [usr] i thought i was ringing that dino would [sys] that's right [usr] ok [sys] british cash standard are the same [usr] ok [sys] ok is there a policy in place [usr] i'm [sys] for [usr] not sure [sys] plumbing [usr] i'll whatever [sys] and rain [usr] whatever happens but i'll take the we'll take the invoice on anyway [sys] ok [usr] i'm attending i'll we i'll we i'll sort out the landlord afterwards [sys] i see ok if you you got blocked in situation in the property [usr] yes a block drain and what i need that i need it not to be it's gonna be hard to unblock it i need it to be to be to the water to be cleared out of it to be sucked out of it to drop the water level [sys] ok what facilities are affected in [usr] all [sys] the property [usr] my all my toilets and showers are flooding it's flooding the club right now and all the [sys] that all the toilets are blocked in the property ok if you want british c if you want british cash time or i keep saying british class we are the same ok if you want time to come out we'll charge you in the day time between eight and six a sum of 100 and £80 [usr] right [sys] ok we we accept cash or card payment after the fault is fixed ok and the payment should be made on site is that ok with you ok i'll check the national date in the area for you now [usr] ok [sys] ok let's see and the postcode please [usr] [pii] [sys] [pii] [pii] [usr] [pii] [sys] sorry my [usr] [pii] [sys] apologies [pii] it is [pii] [pii] [pii] [usr] yes [sys] first line of the test please [usr] [pii] [sys] it's a flat or a house [usr] it's it's in a block of flats [sys] ok is it a shared train with another neighbor [usr] it's [sys] or [usr] it's [sys] is it just your property [usr] complicated it's on a it's on a it's on a it's it's in the flats that my club is in but it's not in the club i'll have to i'll have to when we get there we'll have to sort it out how to get into [sys] i [usr] it [sys] see ok what flat number shall i write down on [usr] just [sys] the job [usr] put in [pii] [sys] ok the number you're calling from is that the best phone number for yourself your name please [usr] [pii] [sys] yes your surname please [usr] [pii] [sys] thank you ok let's check the available date in the area for you [usr] ok [sys] thank you ok here we go return one and times [usr] i need the drain to be drained first though right not just unblocked i have to know that i don't turn up with just a rod [sys] i'm s well it [usr] it needs [sys] all depends [usr] to have a it [sys] we need to [usr] to have [sys] assess [usr] a suction tanker on it first [sys] the suction tank is something that we won't provide on this for the price that i mentioned the the engineer need to assess the fault ok and take it from there we won't turn up with the tank straight [usr] well the [sys] away [usr] thing [sys] that's [usr] is i've [sys] not [usr] had [sys] gonna happen [usr] to deal with the problem before and they had to use a tanker on it i don't see why not to do that in the first place [sys] ok that's not going to happen we'll have to assess the fault from scratch if if the tank is required our engineer will make you and take it from there we can't arrange a tank straight away [usr] right ok it's fine it's fine [sys] ok let's check the availability for you now today we can do an all day from eight till six [usr] i can can i arrange is can you do that a bit can i get it for eight o'clock is there's water coming [sys] it'll be [usr] in now [sys] gone unfortunately we can't do that unfortunately we're fully booked the only slot we have for you is an all day from eight till six [usr] i can't wait to see i i'll i'll ring back i'll ring back [sys] not a problem [usr] cheers [sys] thank you bye	0Appointment / Booking
[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three 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 did that you can now book plumbing services online in a few easy clicks visit diner.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] because we have [sys] good morning [usr] to [sys] you're through to dino [pii] speaking how can i help [usr] hello hi my name is mr [pii] just ringing to find i need to get a plumber out to fix some pipes under my bath [sys] right and [usr] this [sys] do you sorry do you have british gas home care cover or is it just a one off job you're looking for [usr] the bri no i've got british gas they they i checked my my my boiler but it's a i don't know whether it covers plumbing i should i should double check [sys] have you have you got plumbing and drain to cover with them [usr] no i haven't [sys] you haven't no that's [usr] no [sys] fine and it's the plumbing work that needs looking at under the under the bath do you say [usr] under the bath there i think there's a leakage and it's leaking into the flat below [sys] what's the postcode please [usr] it's [pii] [pii] [sys] right just bear with me i'm just gonna get you through to our local office in your area and [usr] ok [sys] they'll take [usr] no [sys] care [usr] worries [sys] of that [usr] cheers [sys] thanks for calling dino plumbing please note all calls are recorded for training and monitoring purposes please hold while we connect you to a member of our team we'll be with you in just a moment thank you for calling your call will be answered by the next available representative good morning dna plumbing [usr] hello hi hi i just i'm wondering whether i could i arrange for a plumber to come out and and check some pipes below my bar [sys] ok can i take your postcode please [usr] [pii] [sys] [pii] [usr] [pii] [sys] thank you i'll just quickly pull that up sorry was this raised through british gas [usr] well i i think it was yes [sys] i don't seem to have an open job here do when they raised it [usr] no sorry the guy just asked me whether i've got british gas account i haven't got i've got they they come out to check my boiler but he was just asking whether i've got british british gas [sys] ok [usr] no no it hasn't been opened [sys] ok [usr] now [sys] no problem bear with me two seconds please i just wanna double check [usr] ok [sys] because i'm not too sure [usr] ok [sys] if we're taking on work in that area at the moment with the availability [usr] right [sys] that we have i'll just double check ok [usr] ok [sys] thank [usr] no worries [sys] you meserve part of the dino franchise group is your local plumbing partner we've managed emergencies across [pii] [pii] [pii] and [pii] since 2005 offering 24 7 attention for everything from leaky taps to bathroom install hello sorry about that unfortunately [usr] hello [sys] we just don't have the availability [usr] ok [sys] at the moment [usr] dear [sys] i do i do apologize [usr] i'll have to go through how else could i [sys] would you would you me to would you me to pop you back through to british gas and see if they can possibly recommend [usr] if you could do [sys] ok thank you [usr] ok too thanks [sys] thanks [usr] though [sys] bye bye hello and welcome to british gas calls are recorded for training and monitoring purposes please choose from one of the following three options if you have a question about heating or home care press one to discuss your gas and electricity account press two or if you wish to become a new british gas customer press three please choose from one of the following three options if you have a question about heating or home care press one to discuss your gas and electricity account press two or if you wish to become new british gas customer press three please enter your account number using your telephone keypad ignoring any letters then press the hash key just use your telephone keypad to enter your account number then press the hash key this may start with 85 or 91 or if your account number includes letters please enter the numbers only i'm sorry i still didn't understand please enter your account number using your telephone keypad then press the hash key your account number may start with 85 or 91 or it may start with letters if your account number does start with letters ok just a moment whilst i look that up ok just a moment whilst i look that up sorry i'm afraid i couldn't find that account number either could you try entering it again please ok just a moment whilst i look that up thanks please hold whilst i check your details for repairs servicing or appointments press one to close an account press two to discuss your renewal quote press three if you've received an invoice for heating and boiler appointments press one to book or discuss an annual service press two please wait whilst i check your account details first let me ask has the breakdown you reported left you without heating or hot water [usr] no [sys] i'm sorry i ok do you have a leak [usr] yes [sys] and is the leak containable i'm sorry i didn't understand please just say yes or no [usr] no [sys] ok please hold is your boiler showing an error code if please tell us when we answer your call it may help us diagnose the problem faster and we may be able to help fix it over the phone thanks for protecting your home with thank you for calling british gas services you're through to [pii] from the home care team how [usr] hello [sys] can i help [usr] hi i think ii i went through to the wrong section i'm trying to get a plumber to come out [sys] i'm really sorry to hear that [usr] would you be able to arrange arrange that for me or would i have to be put through to a different section [sys] ok no no no no no i can definitely help [usr] ok [sys] you with that do you have the cover [usr] i don't [sys] mi [usr] think i'm covered for well i've got my boiler cover but i don't have a cover for my plumbing [sys] let's look into that can i have the post code and house [usr] the postcode [sys] number please [usr] is [pii] the house number is [pii] [sys] thank you how [usr] [pii] [sys] thank you your thank you much your [usr] it's [sys] full name [usr] mr [sys] please [usr] [pii] [sys] and lastly your [usr] it's [sys] date [usr] 12th [sys] of birth [usr] of the 8th 1967 [sys] thank you much ok we i see that you do not have cover for the [usr] right [sys] plumbing and drains but we do offer a once [usr] right [sys] off as well as repair [usr] ok [sys] and cover there would be a call out charge of £79 [usr] huh [sys] and i believe 16 odd pound per month to have the cover for the for the next half [usr] ok [sys] months [usr] well [sys] is that an option you'd be interested in [usr] i'll be interested but i think it would be the i [sys] ok [usr] go on [sys] ok let me let me open that up for you can you tell me what the issue [usr] well [sys] is [usr] i i think [sys] please [usr] not my there's a leak beneath my bar when i turn the taps on i think the the pipes are leaking into the the the pipes need to be tightened up it's just to tell the honest truth i think it's a one once off i just need somebody to come out and and tighten tighten everything up they need my bath because i think it's leaking into the flat pillow [sys] ok ok please excuse my [usr] ok [sys] silence while i'm working everything [usr] no [sys] out [usr] one [sys] for you all right mister [pii] [usr] ok [sys] i'm going to pop you on a brief hold [usr] ok [sys] i'll be with you shortly [usr] all right [sys] ok [usr] no worries [sys] won't be too long [usr] but [sys] hi there thank you much for holding mr [pii] [usr] hello hi hi [sys] ok if we were to do just a once off right we charge according to time as well [usr] ok [sys] the average price you'd be looking to pay is 100 and 32 it does start from £85 up to 279 but 100 and 32 is the standard price [usr] alright [sys] as i said to you earlier on we do have the repair and cover option which is £79 as your first fix and then ongoing cover for £16 [usr] somewhat hm and then ok then i'll go for £79 then on on going cover [sys] ok that's good ok i'm just going to add that and give you a date and then i'll just run quickly go through the terms and conditions with you ok i did you'll have to excuse my system it's very [usr] ok [sys] slow today [usr] for me [sys] no how would you describe the league [usr] it's well [sys] is it [usr] i can't [sys] dripping [usr] i can't [sys] gushing [usr] see it i just it's more of a drip because it's it's more when i when i use the bath i think when i when i when it's draining out it's it's dripping and then the water it it it the water goes down most of the water goes down the drain but obviously there's some the they probably need tightening up they probably it's just dripping onto the floor below [sys] you [usr] to [sys] that [usr] the into the flat below [sys] ok [usr] it's it's [sys] it's quite serious [usr] ok [sys] is there anyone in the property living with medical conditions that's being affected [usr] no it's not [sys] ok that's good ok could we come out tomorrow that's the [usr] tomorrow [sys] soonest [usr] tomorrow at five well i'll be back in the flat at 4 34 30 pm [sys] ok i'll specify that to the engineer ok let me see i'll call you soon life but ok i and what did you say what do you mean ok bye ok we do have your details on file there's [usr] huh [sys] a sort code ending in [pii] and an account number ending in [pii] is that correct [usr] that's the one [sys] ok great all right i just need to quickly go through those terms and conditions and we'll take the payment for the £79 shortly [usr] ok [sys] ok what it is is covers repairs to the plumbing and drain system [usr] huh [sys] on your property including an initial fix fee can i confirm [usr] right [sys] that you live in and own the property [usr] yes you've got [sys] is [usr] it [sys] everything else besides the issue with the leak to be covered in working order [usr] yes it is yes [sys] ok do you have similar cover with another insurer [usr] no i haven't no [sys] ok right that's the £79 initial repair [usr] huh [sys] let's just see because it differs according to what the situation will be according to the monthly that you'd be paying [usr] right [sys] it's usually 16 odd pound but in this case it's telling me £23.62 are you ok with that [usr] ok that's fine [sys] ok that's good right prices include all taxes where applicable the duration of the plan is 12 months should we have any future discounts between now and the next 12 months for your monthly installment we will let [usr] huh [sys] what's included is ongoing repairs to your plumbing and drains within your property boundary unblocking and repairing waste pipes within the property boundary as well as cost of [usr] huh [sys] parts and labor and accidental damage [usr] ok [sys] in the past 12 months we've been able to get engineers out to 92% of customers on the same or next day where they had no toilet facilities or a severe leak we also got [usr] right [sys] to 100% of customers with no bathing facilities external leaks or moderate controllable leaks [usr] all [sys] within [usr] right [sys] two days for standard blockages or plumbing issue 94% of customers got an engineer within five days [usr] bye [sys] the exclusions are the initial repair doesn't include water supply pipes cylinders or cost of gaining access to make a repair or any damage caused in the process design faults or work carried out by anyone but us share drains shower and their pots plumbing devices which assist in the detection of leaks british gas services [usr] ok [sys] limited is authorized and regulated by the financial conduct authority calls are recorded for training and monitoring purposes if we can't cover you or you cancel within 14 days of receiving your confirmation you'll receive a full refund of any money paid minus charges for any work completed prior to canceling if you cancel after 14 days we will refund any premiums paid for the remaining insured period minus any administration fees where a repair service has [usr] huh [sys] taken place you may have to pay the remainder of your annual premium based on the summary i've given [usr] ok [sys] you are you happy to go ahead [usr] yes [sys] ok we'll take payment details shortly but payments will appear as british gas services on your bank statements all details including the terms [usr] huh [sys] and conditions cancellation and renewal policies will be in your contract pack which you should read do you have any special requirements such as large print or braille communications [usr] no [sys] ok [usr] no [sys] if you wanted to set up paperless billing you'd go to british gas.co.uk/log in to create an online account the direct debit guarantee will be sent to you your cover can be set up automatically to renew every 12 months or you can renew manually each year either way we'll always contact you one month before renewal to let the renewal price would you us to set your cover [usr] huh [sys] to renew automatically you can cancel your auto renewal at any time [usr] no i'll i'll i'll just see [sys] you [usr] you when [sys] renew [usr] i [sys] manually ok that's great ok let's finalize that thank you always ok can i have the best contact number we can call ahead arrival tomorrow [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] thank you ok this is now we're doing the payment for the £79 by validating and storing your card you are agreeing to us keeping it on record to pay for the work you've agreed to and we'll only take that payment once the work has been completed we'll remove all reference to your card after [usr] ok [sys] the payment or 90 days after you booked an appointment with our engineer whichever comes first would you the written confirmation of the agreement to store your card in writing take it i [usr] ok [sys] would take it ok that's fine right you're going to be reading me any card details i'm going to ask you to punch those in i will give you the go ahead in just a moment [usr] ok [sys] ok can i have the name that's on the card please [usr] mr [pii] [sys] ok all right whenever you're ready mr [pii] you can start punching in sorry i wrote that wrong [pii] ok you can start punching in the 16 digit card number now please [usr] ok [sys] thank you the expiry date please [usr] [pii] ok [sys] thank you and lastly the three digit security code at the back of the card thank you much ok your details have been captured successfully have you got a pen and paper mr [pii] i'd to give you the reference number for tomorrow's appointment [usr] two seconds go ahead [sys] ok it is dyd for delta y for yankee [usr] huh [sys] wo whiskey oscar 371 [usr] eight 71 [sys] yep 7150 [usr] 7150 got that dywo [sys] ok [usr] 3717150 [sys] that's [usr] got [sys] it [usr] you [sys] ok we'll see you tomorrow for [usr] thanks [sys] the issue with the leak and then you also get the ongoing cover for the next 12 months for any breakdowns for your plumb and drain system [usr] ok you will let him know that i will i'll be back at the flat at 430 would that [sys] yes [usr] be a problem [sys] i have yes i have instructed that to him and i also advised [usr] it's [sys] him to ring you ahead of arrival [usr] excellent ok cheers thanks for that [sys] no problem at all have i covered everything for you [usr] you have yes yes yes [sys] all right thanks for your time and patience have a good [usr] thank [sys] day for them [usr] you take care bye [sys] thank [usr] bye [sys] you bye bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to [pii] here at [pii] how can i help [usr] hello mate i'm from salisbury snooker club we've got a blockage that water's not flowing away and i wondered if we could get someone out to give us a is it called a rodding [sys] ok let's have a look have we been to the premises before [usr] yes [sys] we have what's the postcode [usr] [pii] [sys] [pii] ok let's have a look ok and just to ask do you hold an account with us or is it just a one off [usr] no [sys] booking [usr] no we just pay cash when you come out [sys] that's not a problem at all let's have a look and you said the was it the drains are blocked [usr] i reckon cos the water was flowing over the top of the urinals and the sinks the water's not flowing away [sys] ok [usr] i reckon it just needs a proper rodding [sys] ok that's fine anybody on site with any vulnerabilities [usr] not to my knowledge no [sys] no ok that's fine [usr] well unless we get customers in who are disabled and stuff [sys] of course let's have a look ok and who is it that i could put as the site contact [usr] put me down [pii] [sys] ok that's fine and what's the best contact number [usr] the landline is [pii] [pii] but i probably won't be on the premises shortly give you my mobile it's [pii] [pii] [sys] yep [usr] [pii] [pii] [sys] perfect that's fine ok right i can get that sent across to our local office for you and then what they'll do is just give you a quick call to confirm availability and costings make sure you're happy and if you are we can get one of our engineers out to site if you're not happy of course you're under no obligation to proceed [usr] of course [sys] is that [usr] lovely [sys] ok [usr] will they be ringing me shortly do [sys] they should give you a call shortly of course i've listed it that they obviously everything's overflowing obviously your rhinos and the sinks aren't draining and of course you do need access to the toilets no that that should be shortly that they do give you a call ok [usr] wonderful thank you very much [sys] not a problem at all have a wonderful day [usr] [pii] cheers [sys] bye now [usr] right	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello good afternoon speaking how can i help [usr] hi we've got a there's a block drain er affecting our toilet and it's not inside our property it's it's out outside just outside [sys] right ok when you say outside of is that still within the property boundary do [usr] it's on the road in front [sys] how [usr] of [sys] was it [usr] we're in it's it's a not a it we're on a main road but it's a dead end if what i mean but he he's my husband's try he does our own drains but he's tried to get the outside drain up and he can't get the the manhole cover up to have a look [sys] right ok cos in this case it might be a case for your local water board [usr] right [sys] to have a look [usr] ok [sys] more than happy to have a look i mean there is a free no obligation quote er er quote of course but just to advise you that might be one thing [usr] do you do you just wanna have a word with him cos he he know he's looking at it at the moment he knows more hang on hello [sys] aye [usr] are you ok [sys] right [usr] huh [sys] too bad i was just saying to a good lady there do you have any ideas if er er er a drain is adopted by the local waterboard authority because it being outside of your house outside of your property boundary as we call it and that might be a avenue to explore [usr] hello [sys] i mean it could come out provide a free obligation quote but off the back of that we need to bear that in mind [usr] i i'm not sure i've got a grid right at the end of our property by by the wall it's inside our wall and i've had trouble in the past with with the branch branches twigs and things locking it but it's clear but it but but this time i i've rotted the hole at the bottom and and it it it seems to be outside that's causing me but i i don't i don't know i can't i don't know where it goes if what i mean there is a grid just outside the house that i take it it must be a sewage grid but i can't get that up cos it's it's a it's a big heavy one and i haven't got a tool to lift the i'm not sure if it's our drain that's plugged further down and i can't clear it or it's outside i'm not 100% sure [sys] no problem [usr] it's a strange one but i have cleared this this particular grid in the past but no problem two minutes and it and it it disappears if what i mean but now it's [sys] ok [usr] it it's just not going at all and i'm rodding i've got i can rod down this hole and i normally go down and i'm going down about 6 ft yy i don't know where it's going and it it's just it's not clearing at all i'm not i'm not sure if it isn't backing up or it's our it it's just our were further down does that sound [sys] well i understand what you're saying the specialist can come and have a look and then advise accordingly [usr] if they if they can have a look they might be able to clean it and it's it's it's ours if what i mean it's our our trying to cook but but they might they they might [sys] no worries [usr] be they might be able to lift this grid outside as well to see the main if if that might help i suppose as well [sys] ok if we just take a a postcode [usr] yes [sys] and then [usr] certainly [sys] we have a look at this for you [usr] it's [pii] [pii] [sys] and first line of the address [usr] [pii] it is [pii] [pii] [sys] thank you [pii] ok thank you [usr] ok [sys] and what's your name please [usr] [pii] mister [pii] [sys] thank you mr [pii] and account number please [usr] is what sorry [sys] and a contact number please [usr] sorry [pii] [pii] [pii] [sys] thank you [usr] ok [sys] that's absolutely fine if we'll be able to get something out tomorrow then if that's ok [usr] that's fine [sys] or is it [usr] do what the time roughly or [sys] at this point i'm not 100% [usr] that ok [sys] sure [usr] don't know don't worry [sys] but but they will also call before the time of arrival there's er obviously this is a residential address isn't it [usr] it's what sorry [sys] a residential address [usr] yes it is [sys] and obviously then to just double check if you don't have a home care or a home serve insurance policy [usr] no no definitely not [sys] drink me ok all right no worries no call out charge or provide free no obligation quote the starting price for the work is 100 and £70 all in [usr] ok [sys] obviously they'll just take it from there for you [usr] that's fine if it if it definitely [sys] if you agreed to the work they will this can be payable via card cash or bank transfer and also then off the back of that it's a payment upon completion service and last thing then to just double check then if there is any vulnerabilities or any health issues that we need to bear in mind [usr] and any what sorry [sys] any health issues or any vulnerabilities that we need to bear in mind [usr] no no no no not at all sorry [sys] all right nothing to be sorry about that that's all sorted then for you [usr] lovely brilliant [sys] that's all booked in for tomorrow [usr] that's [sys] thank [usr] great [sys] you very much [usr] ok thank you very much [sys] thanks then [usr] to see you [sys] thank [usr] tomorrow [sys] you [usr] bye bye bye [sys] to get right there [usr] aye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our 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 my name is how can i help [usr] hello i've got problems with my drain i think the i think the sewage pipe is is blocked can't [sys] ok [usr] flush loose that thing [sys] ok won't be a moment just bear with me a quick second let's see ok and what is your postcode please [usr] [pii] [pii] uj [pii] [sys] i [usr] [pii] [sys] no problem is this a domestic or commercial property [usr] i beg your pardon [sys] is it a domestic domestic or commercial property [usr] domestic [sys] ok and what's the first line of the address please [usr] [pii] [sys] [pii] [usr] [pii] [sys] alright no worries and what's your name please [usr] [pii] [sys] ok is that mr or mrs mrs [usr] missus [sys] [pii] ok and what's your contact number please [usr] [pii] [pii] [pii] [sys] ok no worries is there anyone vulnerable within the property [usr] is it sorry [sys] is there anyone vulnerable within the property [usr] only over a certain age [sys] ok all right and do you have any plumbing or drains cover with british gas or a policy [usr] hm [sys] for plumbing drain issues [usr] no [sys] ok no worries and what exactly is blocked within the house [usr] well it's the it's the loos and the waste from the downstairs sink and the waste from the downstairs hand basins [sys] ok is that is that the downstairs loo or [usr] is that the downstairs sorry [sys] is that the downstairs toilet the the loo downstairs [usr] there's a there's a toilet there there's two toilets downstairs and there's the kitchen [sys] ok are they all blocked ok alright i'm just gonna for the times up one second let's see see i'm just waiting for it to load the time slot [usr] ok [sys] let's see ok i can even do today which would be between now and six or [usr] yes [sys] an appointment or day appointment for tomorrow [usr] today please [sys] ok no worries now you will get a call on that number prior to arrival and then they will also give you a quote when they see what needs doing if you [usr] ok [sys] accept the quote you can pay by cash or card if you refuse to quote know what gets done but you don't get charged me but there's no call out fee somebody does have to man the the landline just [usr] yes [sys] for when you [usr] yes [sys] call ok [usr] there'll be someone here [sys] all right no worries [usr] that's [sys] that [usr] bet between that sorry [sys] that's between now and six [usr] perfect [sys] ok all right no worries all right cheers take care bye now [usr] bye ok thank [sys] alright [usr] you very much [sys] bye bye [usr] bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing 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] and how i love being on hold [sys] 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 morning through to dino you're speaking to [pii] how can i help [usr] hi i have a problem with blocked toilet and drains in the bathroom hoping you can help [sys] ok [usr] with [sys] and it's a residential property or commercial [usr] it's residential i'm a tenant hoping [sys] ok [usr] you can invoice the landlady for it she has given approval for it she's just driving with her three kids in the car at the moment can't deal with [sys] right ok i mean we wouldn't be able to do it on that basis if she wants to be paying then she'd need to ring unless you want to ring and pay sorry and sort it out with her later [usr] right ok well we [sys] it [usr] have to [sys] can't [usr] do what [sys] do it [usr] we [sys] on the [usr] have [sys] basis [usr] to do [sys] of [usr] we need to have [sys] x [usr] a toilet that's [sys] is [usr] usable [sys] paid we just can't do it on the basis of someone else [usr] sure [sys] we'll pay a without speaking to them [usr] right [sys] i mean have you got have you got a usable toilet at the minute or not [usr] nice [sys] no nothing that right ok and i'm assuming your landlady doesn't have a contract for british gas for plumbing and drains or anything [usr] and not hear you talking at all now [sys] no i'm assuming your land landlady doesn't have a contract [usr] with you [sys] with with british gas for plumbing and drains [usr] no i wouldn't have thought she's just told me to get it sorted because she can't at the moment [sys] right ok ok and what's your postcode please [usr] it's [pii] [sys] [pii] i'll just explain what we do anyway there's no call out charge an engineer would come out and look at it before they do any chargeable work they'll confirm the issue and a fixed price then once you've got that you can go either way if you say yes it's cash or card on completion if you say no that's fine there's no charge now just to give you some an idea if it is just a blockage somewhere no other underlying issues that need sorting or anything you'd be looking at 180 including that to do it but as i say engineer will confirm exactly once you're there anyway go from there [usr] right [sys] he will go down as an emergency job for today depending what the engineer has got emergency wise in the area as soon as he can he will ring you when he's on route when he's about half an hour away [usr] right ok [sys] alright what's the first line of the address please [usr] [pii] [pii] [sys] [pii] i mean when it comes down to pay in anyway i mean if your landlady answers the phone we can always take it over the phone anyway with the landlady directly if you really wanted [usr] sure [sys] to do it that way if not as i say you can always pay it and get it back [usr] she's she's she said she'd call me when she gets back home but we'll [sys] well at least [usr] figure [sys] you got the [usr] it [sys] ball [usr] out [sys] at least we've got the ball rolling for now hey right and is there any medical conditions or vulnerabilities on site relevant we'd need to know about [usr] n no [sys] no and your first name please [usr] no sorry [sys] your first name [usr] [pii] [sys] [pii] surname [pii] [usr] [pii] [sys] best contact number to ring en route [usr] [pii] [pii] [sys] [pii] [usr] no it's [pii] [sys] [pii] i've got it i've got the number the number you're calling from isn't it [usr] that's correct [sys] right [pii] that's everything i need then i'll get it raised now and as i say the engineer will ring you when he's en route you'll get a text confirmation of the appointment in a sec [usr] ok all right lovely [sys] right we'll see you soon you take care [usr] cheers thanks [sys] see you bye now bye bye [usr] bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're through to how can i help [usr] hi i wonder if you can help me please i'm i'm head of a school and i am trying to we're about to well we're not about to we are gonna have some building work done and in advance of that we wanted survey a map of our drainage system in a in a it's a contained area it's not the whole school and i just wondered if that's something that you'd be able to help us with please [sys] that's something that we can assist with what we do here is we take all the details and we pass them over to your local office [usr] lovely [sys] they would then contact yourself directly [usr] that's lovely [sys] they advise the cost availability and then if you do proceed they'll also deal with the payment as well [usr] lovely [sys] if that's ok just to confirm do you have a british gas policy at the property take it now [usr] no i don't think no sorry [sys] that's fine as it's a school we put down as a commercial that's how we'll book it in here can i just confirm is the billing and the site address is that the same [usr] yes it will be the same [sys] can i take the postcode please [usr] you can it's [pii] [pii] [sys] and the first line of the address [usr] it's north [pii] and it's [pii] [sys] just have a look here we go one moment any vulnerabilities at the property we should be made aware of [usr] no [sys] can i take your name and contact number [usr] my [sys] please [usr] name is [pii] [sys] and your contact number [usr] and the contact number is [pii] [pii] and that'll come through the school office [sys] ok some moment ok there we go i've passed all the details over to the office someone will contact you and i'll discuss it further ok [usr] that's lovely thanks much thanks [sys] thank [usr] then take [sys] you [usr] care bye bye [sys] sorry	0Appointment / Booking
[sys] thank you for calling dino rod partnered with british gas calls may be recorded for quality and training purposes if you need any help with the drainage problem press one if you require our plumbing services did that you can now book drainage services online or chat to our advisors online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor please hold dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] and [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers good morning you're through to my name is [pii] how can i help today [usr] i've got a blocked drain and i wondered if you would be able to sort it for [sys] i'll [usr] me [sys] explain how it works can [usr] but [sys] i just check [usr] first [sys] is it a domestic [usr] all [sys] or a commercial property [usr] can you give me an estimate before [sys] domestic [usr] before you do the job [sys] right ok and do you have [usr] domestic [sys] a policy with british [usr] i'm a pensioner [sys] gas for your plumbing [usr] i've [sys] and [usr] been [sys] drains [usr] trying to unblock it myself [sys] no ok [usr] with rods but [sys] the way that [usr] i can't [sys] it works price [usr] manage [sys] wise [usr] it [sys] and we don't charge anything for the call out and the starting price [usr] no [sys] for an unblocking [usr] i don't [sys] is 100 and £70 if we attend and we unblock your drain using a rod or a jet that the engineer will have with on the van and then that's what you'll pay and that includes va t if there's any extra work that's needed they will talk to you about that before they start they will and [usr] ohh that's [sys] if [usr] good [sys] if we don't do any work then you don't pay anything [usr] you will you will tell me that's [sys] ok [usr] that's good [sys] could i take your post code there please i'll get this sorted out for you [usr] all right well that's fair enough that that sounds ok [sys] thank you and can i take the first [usr] it's [sys] line of [usr] d [sys] your address [usr] g [sys] as well [usr] 16 [sys] please [usr] 5 h b [sys] just get that on the system now for you [usr] it's one nico green [sys] can i take a postcode again please it's [pii] [usr] d g 16 5 [sys] and what [usr] h [sys] was the first line [usr] b [sys] of the address [usr] for [sys] again [usr] boy [sys] please got it [usr] yes [sys] thank you and can i just take your [usr] one [sys] name as [usr] mickle [sys] well [usr] green [sys] please [usr] ok [sys] thank you and can i take your best contact telephone [usr] my [sys] number [usr] name's [sys] as well [usr] [pii] [sys] please [pii] that's great thank [usr] it's [sys] you very much for that [usr] [pii] [sys] and can i just ask are there any vulnerabilities [usr] [pii] [sys] or medical conditions that we need to be aware of ok and how bad is the issue at the moment with the train [usr] no it's not good there's water everywhere outside my back door i've had the lid off the where where the rods go down it's running clear from the kitchen [sys] right [usr] side [sys] ok [usr] but [sys] with [usr] the [sys] the overflow is it overflowing [usr] bathroom [sys] with water [usr] side [sys] or with something else [usr] it's blocked because it it's overflowing it's water at the moment but i think under another there's another [sys] ok [usr] a thing beside it i think that's the toilet where the toilet stuff [sys] ok [usr] goes down i think that's blocked i don't know how long that's been that [sys] ok and [usr] i [sys] are you still able [usr] i thought [sys] to use [usr] it was [sys] your [usr] an [sys] toilets [usr] unused drain [sys] and your [usr] but [sys] your [usr] obviously [sys] sinks and things [usr] i i [sys] that [usr] don't [sys] are they still usable [usr] know it must be [sys] at [usr] going [sys] the moment [usr] somewhere it just isn't going straight down the pipe [sys] ok i'm gonna have [usr] well [sys] a look [usr] they they yes [sys] in the [usr] it's [sys] diary [usr] still usable [sys] now just to check [usr] the it's [sys] on [usr] just [sys] the availability [usr] when there's too much water it [sys] and [usr] it [sys] let's [usr] seems [sys] have [usr] to overflow [sys] a a quick check now are you available any time ok right and are there any vulnerabilities that we need to be aware of at the [usr] yes [sys] property mrs [pii] any medical conditions or anything that we need to be aware of for the engineer no ok [usr] how would you mean [sys] right ok we can get somebody out to you tomorrow if you're available [usr] no except [sys] now i can do either [usr] just an old [sys] tomorrow [usr] woman [sys] we can do a morning or an afternoon appointment which one works better for you [usr] yes [sys] the morning one will be any time between eight and one and the afternoon will be between one and six [usr] what time is the morning one [sys] is that better for you right no problem i'll get that booked in for you now that's between one [usr] yes [sys] and [usr] the [sys] six [usr] afternoon [sys] tomorrow [usr] one would be best yes [sys] let's [usr] please [sys] just get that sorted for you ok and you will receive a text message [usr] -huh [sys] on the telephone number that you've provided you'll get a text to confirm the appointment and as i say if we do the work if you're happy with the price and we do it they'll do it there and then on site and you pay the engineer [usr] ok [sys] on completion using the cash or card is that is that ok for you right brilliant that's all sorted and you'll get a phone call from the engineer tomorrow when they're on the way [usr] looking yes that's [sys] all [usr] fine [sys] right [usr] yes [sys] no problem you take care now all right [usr] lovely [sys] thanks a lot bye bye [usr] that's lovely thank you very much for [sys] where [usr] that [sys] is she [usr] thank you bye [sys] let me just	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully [usr] ok [sys] we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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] breakfast more thing [sys] our local teams of expert engineers are available across the [pii] 24 7 365 days a year [usr] right go on sort something out back [sys] good morning welcome to dino you're speaking to [pii] how can i help you [usr] hello we've got a drain that's blocked [sys] all right is it your home address or is it a business [usr] it's a business [sys] thank you have you dealt with download before [usr] yes [sys] or [usr] we have [sys] marvelous i was hoping you'd say that but thank you to that can i take a note of the post code please [usr] [pii] [sys] [pii] thank you sir and that will be a second go again what's the name of the of the business please [usr] merl body house [sys] marvelous [usr] [pii] [sys] thanks again for your patience sir thank you that's thanks again sir what's sorry there can i just can i ask for your name please i just confirm your name [usr] my name's [pii] [sys] thank you and if i can get you to confirm the te telephone number there please mister [pii] [usr] ohh [sys] if that's ok [usr] just give me two seconds it's on my phone i don't have to remember it [sys] don't worry [usr] [pii] [pii] [sys] thank you much thank you what sorry there whereabouts on the in the building is sorry is the drain that's blocked [usr] it's [sys] or [usr] it's in our rear courtyard [sys] thank you is it sorry is is it overflowing any sewage or [usr] no no but we're very close to i've lifted the manhole and it's level with the bottom of the manhole cos one of our internal our our shower our wet room wasn't draining and i lifted the drain in here to make sure it wasn't hair and things that in the shower subsequently the water has gone down i've gone outside of the manhole just lifted the manhole and in and in in the crack you can see that the water level is and feces are at the top of the drain [sys] right thank you me a second i'm just setting it up for us thank you thank you for that sir i've got that raised now have you got a pen handy i can ask you to take a note of the dino booking reference please thank you it's sorry it's sorry is anybody in the property class as being vulnerable i should [usr] yes [sys] have asked you that [usr] yes [sys] first thank [usr] sorry we're we're [sys] you [usr] a residential care home for adults [sys] thank [usr] with learning [sys] you very much no thank you much thank you and i'll give you a i i need to take a note of this number this reference now it's let sorry letters first delta yankee whiskey oscar dywo [usr] delta yankee whiskey oscar [sys] and then it's numbers 349 [usr] 349 [sys] 0960 [usr] 0960 [sys] i'm just about to pass that over to our local office and the office will call you to let well that's just how soon an engineer can attend and the engineer will call when they're on the way and they'll [usr] beautiful [sys] laugh at yourself [usr] that's excellent [sys] thank [usr] thank you ever [sys] you [usr] much [sys] mister thanks thanks thanks and thank you very much indeed [usr] have [sys] sorry take [usr] a good [sys] care [usr] bye bye [sys] thank you sir and you bye bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services 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 whatever the problem we'll send an expert dino engineer to your home to provide a fee no obligation quote dino offers a fast reliable service you can trust with fixed crosses and no call out charge you can rely on us to get the job done it's really easy to book appointments online just visit dino.com dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help afternoon free channel you're speaking to how can i help [usr] i was wondering if i could look to book somebody to come around we've got an outside drain blocked and looking to potentially get somebody out to [sys] ok [usr] come and have a look [sys] is [usr] at [sys] it just blocked [usr] it [sys] or overflowing [usr] both right [sys] overflowing [usr] now [sys] to it or just where you are [usr] it it's it's waste walker and it's the bath a sink and the [sys] ok [usr] kitchen sink [sys] right and what's your postcode please [usr] is [pii] [sys] [pii] [usr] [pii] hotel [sys] but [usr] uniform [sys] what we do there's no call out charge an engineer would go out and have a look at [usr] ok [sys] it before they do any chargeable work they'll confirm the issue and a fixed price once you've got that you then go either way if you say yes it's cash or card if you say no that's fine there's no charge now just you've got some [usr] ok [sys] an idea if it is just a blockage no other underlying issue that needs sorted or anything you'd be looking at 180 including vat to it but as i say the engineer will confirm exactly once he's on site and you can take it from there either way fair enough right [usr] ok [sys] let's [usr] [pii] [sys] have a look at and see if that works what's the first line of the address please [usr] [pii] and [sys] that [usr] it's [pii] [sys] is any medical conditions or vulnerabilities on site would need no first name please [usr] no [sys] [pii] surname [usr] no no [sys] at [usr] [pii] [sys] and the best contact number for you [usr] dowds dow ds [sys] [pii] [usr] the one i'm calling on [pii] [sys] [pii] [usr] [pii] [sys] right i will be 60 seconds then when i get to di [usr] ok [sys] ok man ok let's see well tomorrow onwards morning or afternoon between eight and 11 and six any day you tomorrow morning i've not got today [usr] tomorrow [sys] and [usr] morning [sys] it's a bank [usr] tomorrow [sys] holiday in emergencies only anyway [usr] take it there's [sys] i've [usr] nothing [sys] not [usr] available [sys] got it with limited [usr] then no [sys] availability today tomorrow morning right it'll be somewhere between eight and one tomorrow engineer will ring you when [usr] fair [sys] he's about [usr] enough [sys] half an hour away and you'll get a text confirming the appointment [usr] yep [sys] in a minute right now we see tomorrow bye now bye bye [usr] that's perfect thank you cheers now bye bye	0Appointment / Booking
[sys] thank you for calling dino plumbing we're sorry your local office has now closed and will reopen at 8 a.m. please continue to hold to be transferred to our british gas out of hours team sorry that number is no longer available but you can manage your account online at british gas.co.uk or download our british gas app alternatively please redial o triple 32 double double eight double nine	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our 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 you're speaking to how can i help [usr] hello mate i rang before and with a with an issue of a blocked drain your colleague told me to i don't know whether it was you or your colleague told me to ring to give the water board a ring anyways i've just rang them and they they said that it's not in their thing it must be private [sys] ok [usr] i i've got a cafe up in and yesterday afternoon the drains became well my toilet became blocked it's it's flushing but it's rising back up right to the top it's taking a while to go back down but when it is i i've tried to obviously because i can't get access to any drains outside drains holes or i can't get access to see if it's flushing properly or not because i can't get access to any of them i obviously tried plunging it from this from the toilet last night and the water is coming back through through the sink [sys] right [usr] obviously there must be some blockage i was just wondering i say because obviously with it's been open today if it's the the toilet will be in use i don't want obviously further the problem [sys] ok can i just take the postcode where you are please [usr] it's [pii] [sys] and the first line of the address again please [usr] it's [pii] it's it's it it it it'll either come up as the bamba shop or the car er the shop or wine and well come in one of the three [sys] right as er number 25 was it [usr] it is [sys] it's right we got it down as the winding well [usr] that's it that's it [sys] is it raining a lot where you are [usr] it is but it wasn't it hadn't started raining yesterday when the toilet became blocked [sys] the only reason [usr] i [sys] i'm curious is the last five phone calls i've done have all been from the west of [pii] in the middle right over to the east all reporting the same thing really a bad train the train are floating inside the house and they all come from the same area now i know you're not on the doorstep but you're not that far away obviously there's clearly something going on in [pii] at the moment our engineers [usr] bye [sys] are gonna kill us in a bit of the amount of work we've just given them can i just take your name again please [usr] yes it's [pii] it's [pii] and [pii] is spelled [pii] [sys] thank you and the best phone number for you please [usr] it's this one it's [pii] [sys] yep thank you [usr] cos i i know it's cos i cos i did think that myself cos obviously with the cos it is raining and it has rained pretty much nonstop since about five o'clock well about half five last night i mean it's still going strong now but i mean i said that the dream was we we were in the process of closing down yesterday and it was at about it was about maybe it's about half 34 o'clock i and the day it it became blocked and and when we tried to flush the toilet er it was it was already blocked and it hadn't it hadn't started raining yet [sys] right [usr] that that's all [sys] no problem i'm sorry i'm not sure if you checked already you don't have a business cover policy with british gas do you [usr] i don't think no [sys] ok and there's no one there with any vulnerabilities [usr] is that what are you [sys] anyone with any vulnerabilities or [usr] no [sys] any of the staff with any [usr] no [sys] disabilities [usr] no no no [sys] right [usr] no no no [sys] ok [usr] the no no no all good [sys] right all commercial work goes down as an emergency now what will happen is the local office will contact you back just to give you an idea of when they can come round and give you an idea of price over the phone [usr] right ok [sys] it pops up on their screen straight away as an emergency and they know they have to call you back [usr] right no problem that's fine [sys] all right then no problem [usr] no [sys] cheers [usr] problem thanks [sys] for that [usr] thanks very much cheers thank [sys] bye bye [usr] thanks bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote dino office good morning you're through to dino my name is [pii] how can i help today [usr] hi good af good afternoon i got a query regarding a cctv survey for the drain it's a prep purchase survey i would be looking at for a for a residential property [sys] we can we can arrange something for you all i'd need to do is take a few details from you and then what will happen is i'll send the details through to the local office who covers your area they would then give you a call they go through the prices and the way it works [usr] ok [sys] and then if you're happy to go ahead then they book it in with you for a date that's suitable for you [usr] ok if you could do that please [sys] that's fine can i take your postcode please [usr] it's [pii] [pii] [sys] thank you and can i take the first line of your address as well please [usr] yes [pii] [sys] [pii] thank you and do you have an account with british gas at all for your plumbing and drains [usr] no [sys] right that's fine let's get this all put on the system for you can i take your name as well please [usr] certainly my name is [pii] that's [pii] and the surname is got [pii] [pii] [sys] thank you and can i take your best contact telephone number as well please [usr] yes [pii] [sys] sorry [pii] [usr] [pii] [sys] [pii] did [usr] no [sys] you say [usr] [pii] [pii] [pii] [sys] thank you sorry the line was breaking up a little bit which [usr] that's [sys] is why i [usr] fine [sys] i didn't quite catch the digits can i also ask have you got an email address that i can take from you as well [usr] yes that will be [pii] my first initial and then the surname [pii] [pii] [pii] [sys] [pii] brilliant and can i just ask you if there's anybody with any vulnerabilities at the property we need to be aware of [usr] no [sys] no ok brilliant as i say i don't give you any dates or times or prices or anything now that will be done by the local office [usr] that's fine [sys] they'll give you a ring and they'll go through everything with you i say they'll give you a call as far as the work it's a cctv survey that you're looking for [usr] pre purcha it's on the property that i'm purchasing i just to know what the price is and what it what it entails [sys] right no problem i'll put that on the notes for the local office [usr] ok [sys] they'll give you a call and they'll get it all organized and arranged with you [usr] ok great [sys] all right [usr] thank you [sys] thanks much [usr] cheers [sys] you take [usr] then [sys] care [usr] bye [sys] cheers [usr] bye [sys] bye bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press or if you have an did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes mister [pii] my name is [pii] how can i help [usr] hi there i just wondered whether you do you cover the [pii] area by any chance [sys] we do we cover nationwide much [usr] fantastic great ok we've got a a blocked sink it's got a there's a there's there's some some problem that connects connects it up and it's it's it's it's just blocked i just wondered what your costs are for i think it needs one of those wet vac type things to to [sys] the the the earliest we'll be able to get someone out to you will be tomorrow [usr] ok that's fine [sys] in terms of prices as long as it's between 8 a.m. and 6 p.m. on a monday to friday it's 100 and £80 which already in which includes the work and includes va t now unless it's something a sunken drain cracked pipes and stuff that the price is is likely to remain that but you will be given a quote when the engineer arrives now if you accept that quote you can then pay by cash or card on completion if you if [usr] ok [sys] you quote no one gets done but you don't get charged as there's no call out fee [usr] ok that's fine what time do you close i'll i can i can see if i can can you are you able to see whether you've got any anybody available [sys] wait [usr] in [pii] tomorrow [sys] tomorrow there is availability but it's it's it's it will be an all day appointment it [usr] ok [sys] will be any time between eight and six but the engineer would usually call half an hour prior they're [usr] ok [sys] there about you [usr] between [sys] know he's on his [usr] eight [sys] way as [usr] and [sys] long [usr] six [sys] as as long as you're not any further away than 15 minutes from the house or something that you should be fine [usr] ok all right that's great we'll ok what time are you open till i just need to make a another quick [sys] we [usr] call [sys] we we we're open till till till the lines the lines are open till nine o'clock [usr] ok ok but but for booking for tomorrow when would that when would that close [sys] i mean i would al i would always say as soon as you possibly can really because obviously the slots gets [usr] of course [sys] up as soon [usr] of [sys] as you find [usr] course [sys] out what you wanted to just give us a ring back ok [usr] will do brilliant thanks much cheers [sys] right [usr] thank [sys] no worries [usr] you [sys] cheers take [usr] thanks [sys] care bye [usr] bye	0Appointment / Booking
[usr] he [sys] thank [usr] i think [sys] you for calling dino rod partners with british gas [usr] i remember the fuck [sys] please [usr] out they [sys] listen [usr] went [sys] to the options carefully [usr] ok [sys] 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 or if you have an existing home care policy it's three i'm sorry i didn't get anything we record calls for quality and training purposes the current wait time is approximately 12 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 hi 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 bills ask us for high thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too on a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bills think your heating system might be in need of a deep clean ask your engineer at a power for your system filter when they next visit [usr] the [sys] it's quicker and easier to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date 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 [usr] really [sys] if you're not sure how to use all the controls for your central heating system just ask our engineer to talk you through them when we next visit freezing pipes are one of the most common causes of boiler breakdowns in winter the best way to prevent this from happening is to wrap insulated materials electrical heat tape fiberglass round exposed pipes to protect them if you've got a condensing boiler you can have a consulate fitted this is an insulated pipe that stops your boiler waste pipe from freezing which is one of the most common problems for our customers just ask our advisor or one of our engineers about getting one thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointment as our team do over the phone looking for our latest energy hiver new boiler offers search british gas offers online or ask us today 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 hive thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too on a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bills thank you for calling services team you're speaking to how today hi how can i help you [usr] hello no i have an appointment booked on monday for [pii] i would just to confirm [sys] is it on monday [usr] what time the appointment is going to be please [sys] ok no worries but can i have [usr] on [sys] the post [usr] monday [sys] code please [usr] yes thank you [sys] gu [usr] yes it's [pii] [sys] [pii] [usr] [pii] [sys] and what's [usr] one [sys] the door number [usr] ld [sys] the house number [usr] sorry about that [sys] and [usr] it's [sys] is there a [usr] [pii] [sys] mobile or a landline that's on the account [pii] [usr] [pii] [sys] [pii] [usr] [pii] [pii] [sys] it's [pii] [usr] [pii] [pii] [sys] thank you [usr] [pii] [sys] i think it is populating with the mobile is the landline bye [usr] ok maybe a phone number [pii] [sys] let me check [usr] there's definitely not a landline on the account because [sys] that's [usr] i haven't [sys] ok [usr] given [sys] no [usr] that [sys] worries [usr] landline [sys] about that [usr] out before i'm certain i gave my mobile number which was the [sys] it's [usr] number [sys] just loading now bear with me [usr] no problem thank you cheers [sys] can you just confirm are you the tenant or are you the landlord are you the landlord ok and [usr] i'm the owner no no no [sys] ok [usr] i live [sys] and what's [usr] there [sys] the [usr] and [sys] what's the address [usr] i [sys] that [usr] i own [sys] you are [usr] the [sys] calling [usr] house also [sys] for you said it was the name of those was thank you and [usr] collingwood grange cottage we've [sys] i'm looking [usr] got a few [sys] at that [usr] properties [sys] now [usr] on there and another one's [pii] we we've got [sys] ok [usr] but it's a separate property it [pii] collingwood grange cottage and it's booked in for monday [sys] ok i'm just loading up the appointment now it's there's an appointment scheduled in as an all day between eight and six [usr] ok have you got the name of [sys] no [usr] the engineer that [sys] there's [usr] they're [sys] no [usr] sending [sys] name [usr] this time [sys] let me just double check for you now [usr] ok [sys] i [usr] could [sys] don't [usr] i make a recommendation [sys] think let [usr] for [sys] me just double [usr] for somebody [sys] check for you because normally if the job is originally scheduled in there are some of the plumbers already signed to the job and that is assigned by our planning team [usr] it's just there is a reason behind it it's just that you sent two different engineers and they come out with two different completely different problems i would much rather you sent the first engineer [sys] [pii] [usr] his name was his name's [pii] and he came out to my property his name he came out on the first the first visit the second person you sent i had to cut a hole in the ceiling that's why he's coming back but i know the problem is not in the ceiling the first engineer recommended to change the bath trap on the bath and the second engineer said it was a completely different problem and to cut the cut the floor out cut the ceiling out underneath the bath i'd rather we just send the the first engineer because if you send somebody different they might come out of a completely different problem again did you see it's just if you could send [pii] the first engineer that'd be really helpful [sys] on the only thing that i will be able to do for you now is to just leave a note on the appointment but i see that there's no engineer that's assigned yet there's no plumber assigned yet [usr] yes ok could on on the job description the last the last part that should have been replaced on the on the bath was the bath waste [sys] yes [usr] could you [sys] i [usr] put [sys] can [usr] a note [sys] leave [usr] on [sys] a note [usr] the system [sys] for you [usr] for [sys] as [usr] them [sys] well [usr] to replace that please because [pii] recommend replacing that and the engineer that came last time he started started cutting the ceiling apart and the bath trap hasn't been replaced and [sys] they should [usr] that's what [sys] replace [usr] [pii] recommended [sys] the [usr] on the first on the first visit replace [sys] the [usr] the [sys] trip [usr] trap [sys] for [usr] for [sys] the [usr] the boss [sys] bus [usr] the boss yes if they could bring one that would be brilliant and we'll take it from there the ceiling is now cut open for the engineer to have a look but there's no leaks there's no problems [sys] yes [usr] there [sys] that's all done [usr] ok [sys] no [usr] thank [sys] it's ok [usr] you i really appreciate [sys] thank [usr] all [sys] you [usr] your [sys] for going [usr] sorry [sys] out you [usr] to [sys] guys [usr] be [sys] have a good [usr] nuisance [sys] weekend [usr] thank you and if would [sys] i see [usr] they [sys] that [usr] would be [sys] is [usr] able to [sys] i [usr] put [sys] see [usr] message [sys] that yes i see [usr] me an [sys] that there's [usr] before [sys] a note [usr] the appointment [sys] left here [usr] i i believe that's on the system already [sys] no no worries [usr] perfect [sys] thank you for calling [usr] fantastic [sys] enjoy your weekend bye [usr] thank you ever much sorry to be a nuisance have a lovely day cheers bye bye bye	0Appointment / Booking
[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're through to [pii] at how can i help [usr] good morning to you my name is [pii] i'm ringing from a company called adam roly limited in [pii] and i desperately need one of your drain unblocking people please because we've got some blocked well there's about four toilets on site and they're all starting to back up i think the main drains blocked somewhere [sys] ok do you have a british gas policy or would this be a one off engineer [usr] er i think it should just be a one off engineer to be [sys] ok [usr] quite honest [sys] can i just take the postcode of the affected property please [usr] yes it's [pii] [sys] ok and is the billing address would that be the same as the site address [usr] yes yes [sys] ok what we'll do is we take all the details here we'll pass them over to your local office and they will contact yourself directly [usr] right [sys] they [usr] ok [sys] would advise the cost and let when somebody can attend and then they'll also deal with the payment as well if you do proceed ok [usr] ok then thank you [sys] ok can you just confirm the road name [usr] it's [pii] [sys] and your name and contact number [usr] my name's [pii] and in fact i better give you my mobile number which has just changed i just i can't get it to memory yet just bear with me a sec it's right it's [pii] [pii] [pii] [sys] any vulnerabilities that we should be made aware of [usr] no only the fact that it's obviously a factory and i've got lots of people here and if they can't use the toilets i'm in big trouble [sys] ok ok i'm gonna transfer all the details over to the local office [usr] thank you [sys] and then they'll contact you yourself directly ok i don't know where that it's affecting all the toilets [usr] yes please thank you [sys] there we go that's with the local office now expect a call back from them ok [usr] smashing thanks ever much for your help [sys] no problem thank [usr] thank [sys] you bye [usr] you bye bye	0Appointment / Booking
[usr] it's [sys] thank you for calling down the road press one for drains or two for accounts [usr] are we do we look best should say [pii] i never [sys] he told one diner road [usr] good morning my name's [pii] ringing from [pii] is this the workshop workshop workshop branch [sys] right we do cover workshop yes [usr] you do is it is this [pii] [sys] it is yes [usr] is it hi [pii] we spoke yesterday regarding a call out to our care home and i sent you over some details via via email [sys] september [usr] did did you pick up my email [sys] i let me have a look i've i've sent them across cos you wanted all the forms and everything filling in didn't you i can [usr] i [sys] get [usr] i [sys] i can get somebody out but the the guy that fills those in he's not he's not in until tuesday [usr] that's fine that we we we could we could sort that out after if [sys] i can i [usr] if [sys] can [usr] a attendance [sys] i can [usr] could be [sys] i can that's fine i can do that that's it it was just that i didn't know whether you needed those before [usr] no [sys] you wanted [usr] we [sys] us to [usr] we [sys] attend [usr] we can do it after it's fine it's not you're not you're not going into the home it's external drains it's brilliant if you could get someone there today [sys] i mean i can send that i can send the get them to send the invoice across to yourself is that ok or would you want it send it somewhere else [usr] i could get that that would work i i can find i can forward it on to our finance team that'd [sys] that's [usr] be fine [sys] fine alright i'll get somebody out to that that was the hold up i didn't know whether you wanted somebody to but i i can get somebody out to you today that's [usr] spot [sys] no problem [usr] on that's brilliant [sys] alright [usr] brilliant do you would you would a a rough rough estimate at what time or anything [sys] i i haven't got i haven't [usr] no [sys] got [usr] no i got a scuba no it's [sys] a a [usr] alright [sys] i'll be honest i haven't [usr] no [sys] got a clue [usr] it's fine as long as it's today i can tell at home that [sys] cos [usr] it will be today [sys] we we've [usr] because [sys] got jobs [usr] the [sys] all over the place at the moment [usr] aye [sys] i'm [usr] no [sys] just [usr] it's [sys] working [usr] that [sys] i'm [usr] that that's [sys] just [usr] fine [sys] working through them at the minute i'll [usr] just [sys] get somebody out to you today [usr] as long as i can tell them it's today they'll they'll be happy they've been screaming for a week or for someone [sys] ohh right [usr] i [sys] no worries [usr] been struggling but thank you for your help in that cafe it won't you won't be able just to reply to my email would you just saying we'll get someone today [sys] i i can i can [usr] that [sys] do [usr] i've got a response [sys] have [usr] from [sys] have [usr] me that's [sys] you got [usr] all [sys] the if you can just send me the full address i mean i can find it on google but it's i've just [usr] no i'll i'll send you across i've i've refilled it on [sys] no [usr] i did [sys] worries [usr] put [sys] alright [usr] it i put gate and post code in it put full [sys] you did [usr] address [sys] i mean it that's fine i can find it from that it's just i wanna make sure it is the right one [usr] i will [sys] ok [usr] i'll i'll pop it on there thank you speak soon [sys] all right ok [usr] bye bye [sys] all right thanks bye bye	0Appointment / Booking
[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk's leading plumbing and drain services welcome to dino my name is [pii] how can i help [usr] hi we've got a drainage problem and we were just wondering what would be the chances of somebody being able to help us out with rodding it today [sys] ok [usr] or tomorrow [sys] let's have a look is this for a home or is this a workplace [usr] it's it's home but it's a holiday luck [sys] right ok no worries that's absolutely fine and and what's the issue what's blocked is everything blocked or is it just certain things affected or [usr] sorry no the issue was that there's a section there's a section that runs from manhole cover to the septic tank and i'd rotted it [sys] ok [usr] i rodded it most of the way and probably about four yards off the septic tank the rods rod went and left the plunger halfway up but i haven't got [sys] right [usr] any more le left [sys] ok [usr] i reckon it'll be about four or 5 m up it's probably a [sys] right [usr] 20 m stretch of ping [sys] ok doke not a problem well we should be able to have a look at that what's the postcode there [usr] it's [pii] [sys] yep [usr] [pii] for [pii] [sys] okey doke not a problem at all give me a moment then i'm just gonna grab some details here what i'll do is i'll pop you across to the local team and they can make sure they bring everything they need with them but it shouldn't be an issue getting that [usr] would [sys] sorted [usr] would we [sys] for [usr] be able [sys] you [usr] to get a quote [sys] cool [usr] before [sys] what i'll do is i'll pop you through and then they should be able to give you all the all the costs and everything [usr] yes [sys] and then arrange to get out and get it sorted for you if [usr] amazing [sys] you want to go ahead one sec [usr] i [sys] experts in 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 hello [pii] [usr] hi there we've got a blocked drain and we were hoping that you might be able to help us out today if possible [sys] it depends what your postcode is because we're extremely busy in some areas [usr] of course our postcode is [pii] [pii] [sys] was it domestic or commercial [usr] domestic [sys] i just need to check to see how much that engineer has got on him at the moment right we could get out there'd be any time up until six o'clock and it's 225 payable to the engineer by cash check debit or credit card [usr] £225 that that's perfect thank [sys] that's [usr] you [sys] that's [usr] any [sys] for [usr] time [sys] him to [usr] today [sys] attempt to [usr] up to six [sys] up until six o'clock [usr] ok [sys] right i need briefly what's the issue there [usr] i'll just let my brother explain it there's about there was a blockage in a probably about 1515 20 m stretch of piping running from a manhole cover to a septic tank and it was ro i rotted it and rolled it and then probably about i was pulling a plunger through and probably about 5 m off the end of the septic tank the part of the rods went and left left the plunger behind left the plunger in the in the pipe and i haven't got the problem is i haven't got enough rods left to re run it and push the plunger through i need someone else to come out and sort it out [sys] trouble is the engineer might not have specialized equipment with him today to if he comes out today he will attempt to clear it but i he might not be able to and that will still be chargeable and then you would have to wait till the office opened on wednesday for the engineer to get specialized equipment but [usr] what [sys] until [usr] equipment [sys] he attempts [usr] would he bring [sys] to do it [usr] what equipment would [sys] i don't [usr] he be bringing [sys] know you i don't know he'd have a jet with him today and other machines [usr] woody [sys] but because [usr] up ross [sys] you've got something sorry [usr] what do you have roast with him [sys] yes he will have rods with him [usr] ok that should be all right then you see because the problem was i've i've lost some [sys] but [usr] rods [sys] you have [usr] then [sys] to understand that he will attempt to do it but if he can't do it he it it is still chargeable for him attempting today and he may have to come back as i say with other equipment when the office opens on wednesday [usr] is it possible to [sys] you [usr] speak [sys] have to [usr] is is it possible to speak to him before he comes out to see i can see if he's got the equipment to do it doesn't [sys] i will get the engineer to call you when he's on his way and then you can discuss it with him then [usr] ok and if he doesn't if i if i speak to him he doesn't don't think he's gonna have the right equipment and he hasn't got to us yet can we cancel that or [sys] you can [usr] ok get him get him to give a call [sys] [pii] [usr] before he comes out then [sys] sorry [usr] get him get [sys] hello [usr] him hello if he could ring us before he comes that would be really helpful because we [sys] he's [usr] know what [sys] always [usr] equipment [sys] going to ring before he he he is gonna call before he goes i need to take some more details what's the first line of the address [usr] it's [pii] [sys] [pii] and the best telephone number for the engineer to call [usr] let [sys] hello [usr] me just let we just need to decide sorry we're just trying to sort out it's a holiday let we've got guests coming in today we're just trying to figure out who would be best to call it's not gonna be me i'm not gonna be here what about you well you were gonna know you're gonna know what equipment you need no point in speaking to ok the number is [pii] [sys] [pii] [usr] [pii] [pii] [sys] what's the best contact [usr] sorry sorry [sys] the best name [usr] it's [pii] [sys] we add [pii] [usr] yes [sys] now the only thing is is this an actual working farm or is it is it a private property a residential property [usr] it's a residential property but the septic tank runs through a yard which obviously is a farm but it's a commercial [sys] right [usr] it's a residential property that we that we own [sys] but it's a commercial farm is it [usr] no it's separate to the farm [sys] right ok because the engineer will decide it it's whether he thinks that if it's a vast property he may and i know that you're saying that it's the drain going to the septic tank has the septic tank been emptied recently [usr] yes [sys] it has been right ok i'll get the engineer to call anyway when he's on his way ok [usr] ok that's helpful thank you [sys] thank you bye [usr] thank you bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three 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 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 custom service advisor we record calls for quality and training purposes good morning you're through to my name is [pii] how can i help you today [usr] hi there i'm just wondering whether anybody could help me to sort out the block toilet [sys] blocked toilets ok i can definitely get somebody out to help is this a domestic or a commercial property [usr] a domestic [sys] and do you have british gas home care cover for plumbing and drains at all [usr] no [sys] no have you used our service before [usr] no i haven't [sys] no no problem could i go through our prices with you before we start [usr] please [sys] our prices start from 100 and £70 including va t that's monday [usr] ok [sys] to friday 8 a.m. to 6 p.m. after [usr] -huh [sys] 6 p.m. it's from £212 as that's classed as out of hours on a saturday prices start from £212.08 am to 6 p.m. and then after six pm it's from £224 payment would need to be made on the day after works completion via cash or card sorry after six payments from £250 not 224 i do apologize is [usr] if it's [sys] that [usr] on [sys] ok [usr] a that is that is that is 1 70 plus v 80 is that right [sys] that's correct [usr] ok it depends on any work or is it a fixed price or no matter what the work is small or big or whatever is it [sys] the 170 is for the engineer to get the toilet unblocked and have it running free and clear for you [usr] all right ok would i be able to book it today [sys] i can have a look for you do you have another toilet in the property that you can use at the moment [usr] but i am expecting some visitors today i knew i would definitely need to [sys] right ok let's have a look see could i have your postcode please [usr] that is [pii] [sys] sorry [usr] [pii] [pii] [sys] thank you and the first line of your address please [usr] [pii] [sys] and your name please [usr] [pii] [sys] [pii] and surname please [usr] i'll give you a short one [pii] [sys] [pii] [pii] and is that miss or missus [usr] it is [sys] thank you much ok what i'm gonna do is i'm just gonna pop these details onto the system and then that way it will generate the availability of the local office nearest to you [usr] ok [sys] and then we can see how quickly we can get somebody out for you [usr] right ok [sys] thank you ok i'm just checking that we do have a local office in your area yes right i'll just see what we've got available for you we do have a local office i just need to check what's available bear with me i'm just putting your details onto the system now and that's number four tuck close that's missus [pii] [pii] and will you be there when the engineer calls [usr] i will be here [sys] could i have your best contact number please [usr] that is [pii] [sys] [pii] [usr] [pii] [sys] [pii] [pii] thank you much ok that's the first part done i'm just gonna pop a note on for the engineer you have a blocked toilet and is there anybody at the property classed as vulnerable that could be affected by this issue [usr] no i don't think [sys] no ok i'm just getting the availability up now for you [usr] ok [sys] i'm afraid the first available appointment i've got is monday [usr] no that's too late i got some money today [sys] i do apologize that [usr] because any website it says 24 7 that's why i called you [sys] no the first available appointment that we've got for that local office is monday i'm afraid [usr] ok then then i'll try somebody [sys] terribly [usr] else then [sys] sorry [usr] that's all right ok [sys] thank [usr] thank [sys] you [usr] you [sys] much [usr] bye [sys] take [usr] bye [sys] care now bye [usr] bye [sys] bye [usr] bye bye	0Appointment / Booking
[sys] welcome to dino rod thames valley region please note all calls are recorded for training and monitoring purposes please choose from the following options press option one to book a job it's two for accounts and option three for anything else welcome to dine thames valley region is a franchise of dino rod experts in drain clearance and repair hello good afternoon [usr] hi can i ask you if you have a record of when your van when your vans attend people's houses [sys] yes of course sir [usr] yesterday a dino rod van hit a car outside my neighbor's house and drove off without leaving a note and had damaged [sys] ok [usr] it [sys] right sorry what what post code is that [usr] it's [pii] [sys] ok let me just and it was definitely dina water not dino plumbing [usr] it's a red van with dino on the side [pii] is that right [sys] no the exactly the plumbing is the same as well let me just check that we were in that area yesterday [usr] ok [sys] sir [usr] ok is it different is it [sys] right we do what's [usr] ok [sys] the what's [usr] ok [sys] the first what is that sorry [usr] i think it was a it was a a bo a boiler service [sys] ok we don't do boiler servicing [usr] who does why would a diner rod van be doing boiler servicing [sys] we we we we we don't do boiler servicing we we rod in [usr] is it is has [sys] what [usr] i got have i got that wrong then or maybe my neighbor said she had something done with her plumbing [sys] that that's what i mean what what road is that [usr] what registration plate is it [sys] no road [usr] it's [pii] [sys] ok just can you just bear with me one moment sir just [usr] i [sys] while i pop [usr] ok [sys] you on [usr] well [sys] hold [usr] i will [sys] i'll speak [usr] 11 [sys] to my [usr] 2nd what [sys] yep [usr] i will say is i i've got it all on video from my neighbor's security [sys] do you wanna pop it over to us [usr] no but [sys] can [usr] i just [sys] you send [usr] want i can [sys] it [usr] give [sys] over [usr] you the plate it's wu 23 [sys] ok [usr] luz it's a plate [sys] i'm just checking all that for you now sir [usr] thank you much [sys] it [usr] i really [sys] does [usr] appreciate it because [sys] there [usr] it's a brand new car and it's it's really annoying when people do things that [sys] ok can you just bear with me one moment [usr] thank you [sys] all right thank you 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 [usr] no i can [sys] local [usr] do [sys] service [usr] this this this unless [sys] with [usr] you [sys] the [usr] wanna [sys] backing [usr] do [sys] of a national [usr] i know i'm boring [sys] organization [usr] but i gotta get this done it's on [sys] for [usr] my head [sys] more information on our capabilities [usr] it's not boring anyway [sys] visit [usr] i've [sys] dino [usr] always been [sys] dot [usr] this [sys] com your call is important [usr] i know if [sys] to [usr] it [sys] us [usr] was your [sys] please [usr] car be excuse [sys] hold the line [usr] i'd i'd make sure that we saw down when i get the bit between my feet mum what are they gonna do with this then or is that still people's things you perhaps [sys] hello [usr] ok [sys] speaking [usr] hello [sys] hello sorry just my colleague has just passed the phone [usr] ok [sys] over to me i'm the ops manager [usr] ok great just checking if you had a a van in [pii] yesterday servicing someone's house 90 eight i think it is 98 or a hun no 100 100 rg [pii] [sys] we did [usr] ok well he's hit a car it's on video and he's driven off and damaged it [sys] ok are you able to send me the video [usr] i can but i'm i'm really upset about it it's my car it's a new car and when people do things that getting into a space that's too small banging into it and then driving off it's it's it's it's it's a criminal offense i've got a police officer next door to me and he's told me what to do here i am i'm calling you [sys] no i i agree i mean it hasn't been reported to me either i'm i'm just [usr] ok [sys] as [usr] well [sys] frustrated [usr] i'm [sys] what [usr] i i'd [sys] was your name [usr] to get [sys] sorry [usr] my name's mister [pii] i live at [pii] [sys] what how do you spell surname [usr] [pii] [sys] sorry this number ending in [pii] is your number [usr] yes that's right [sys] i'm just gonna write that down [usr] i've already al already contacted my insurance company who have got the registration plate and of course that's gonna go against that person for not reporting and i'm gonna [sys] what's [usr] be [sys] your [usr] i've got to look at the best way to get my money back now because i've got a big excess on my and i've got to pay that first and then or we can come to some arrangement [sys] well no no i i if it's if it's an accident that we've caused i'll report it to my insurance and you won't have to pay your excess [usr] that'd [sys] because [usr] be brilliant [sys] if it's if [usr] but [sys] it's [usr] i think [sys] something [usr] your driver [sys] we've done [usr] is a is a bit disgraceful cos it's clear what he's done on the video [sys] i mean i'm not i'm not overly impressed about it don't [usr] no thank you [sys] don't [usr] i'm [sys] don't don't [usr] glad [sys] think [usr] i've got [sys] i [usr] i'm [sys] am for [usr] glad i've got straight to you that's fantastic [sys] what's [usr] no [sys] what's your car [usr] it's a toyota gr yaris [sys] and what's your red please [usr] it's god hang on a second i've only just i've only just got it i think it's rr 22 [sys] yep [usr] f for freddie m for mother v for victory [sys] victor [usr] if you give me a whatsapp i'll send you the video and this [sys] if [usr] one i've [sys] you [usr] i've [sys] got [usr] i've videoed this off my phone sorry my neighbor's got serious cctv i've videoed it off her screen but [sys] that's [usr] you [sys] fine [usr] know i can get you a better one but you'll see you'll see it you'll see it and i'll show you show you the damage and everything [sys] take if you take my number then [pii] [usr] hang on a second sir hang on i'm i'm i'm on the seafront with my mum and it's just become a little bit no hang on a second i'll put you on mum [sys] i tell [usr] have you ever [sys] you [usr] got [sys] what i'll [usr] a pen on you [sys] i'll i'll text you [usr] text [sys] and then you'll have my [usr] me text me the text me the number that'd be great on [sys] that [usr] this [sys] that'd [usr] number [sys] be easier [usr] and then and if you're on whatsapp i'll send you the the video now [sys] no problem i'll just text [pii] [pii] [usr] ok and and will [sys] and [usr] name [sys] i'll just [usr] come [sys] text [usr] up [sys] him [usr] on [sys] i'll just text him my name [usr] and it's on whatsapp [sys] i'm on whatsapp [usr] perfect and what's your name [sys] [pii] [usr] question and thank you much thank you [sys] and if you if you could send me the video and then some pictures that are damaged and [usr] i will [sys] as [usr] do [sys] i say i i i'll [usr] then can [sys] i'll [usr] i can [sys] get [usr] and [sys] it [usr] i can can i i mean the thing is with insurance companies if they do they do go round the houses with this they'll wanna send me a i would i would we could do it outside of insurance or we could do it with but either way we [sys] i [usr] need [sys] mean [usr] to talk [sys] it depends [usr] about it [sys] on the it it depends on the damage [usr] well [sys] let [usr] that that [sys] me review [usr] it that it needs to be painted there there's a there's a damaged piece of trim on my bumper and i'm gonna be without a car no it these things can escalate i don't want it to escalate you have a look at it you [sys] to [usr] speak to [sys] to [usr] a driver [sys] be honest my my my insurance are are pretty quick as well to be fair i mean it's we we in with they're massive insurance company [usr] right [sys] and if we if we accept liability they're normally pretty quick at getting it resolved [usr] ok ok [sys] send send me send me all the details [usr] ok [sys] through to [usr] and if you could [sys] my [usr] send [sys] phone [usr] me [sys] and [usr] do that and then i'll i'll send you the i'll send you a video then what i need to get from you is your driver's name and and all of that stuff and your insurance documents [sys] that's fine i can send all that to you [usr] ok that's perfect thank you [pii] [sys] ok [usr] this question [sys] then thanks very much [usr] it was a question [sys] yes [usr] wasn't it i'll [sys] that's [usr] send you [sys] it [usr] the video now cheers bye [sys] lovely thanks [usr] bye [sys] bye [usr] bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services 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 too did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to [pii] my name's [pii] how can i help you today [usr] well it is it moved into a new house and the kitchen sink it just smells underneath the unit i think i'm assuming it's some drainage issue and it's some days you can smell something and some days you can't i'm assuming there's some small leak somewhere or something i don't know [sys] no problem it could be just you could have a pocket in the drum which is trapping water which therefore can cause the smell [usr] right [sys] to stand in water [usr] right [sys] it might just mean that the drains need jet high pressure water jetting to clear them properly [usr] ok [sys] for you can i just clarify is this domestic or commercial [usr] domestic [sys] property and do you have british get home care cover for the plumbing and rains [usr] no [sys] at all [usr] i don't [sys] no ok could i go through our prices [usr] yes [sys] with you before we start now unfortunately because it's weekend and bank holiday monday i probably wouldn't be able to get anybody out until at least tuesday [usr] there there's there's no rush on there [sys] ok our prices from monday to friday 8 a.m. to 6 p.m. from 100 and £80 including va t ok that's 8 a.m. to 6 p.m. after six pm it's from £225 as that's classed as out of hours and it would need to be made on the day at works completion via cash or card [usr] that's fine [sys] could i have your postcode the first line of your address and your name please [usr] the postcode is [pii] [pii] [sys] yep [usr] [pii] [sys] and the first line is [usr] that's a bit [sys] [pii] [usr] [pii] [sys] thank [usr] my [sys] you [usr] is [pii] [sys] got that thank you ok i'm just gonna pop some details onto the system please bear with me the first thing i need to do is just double check that we do have a local office that covers that area [pii] and we do that's fine ok i'm just gonna get the details on and then we can see what day we can get somebody out for you please bear [usr] ok [sys] with me [usr] can i ask you another question i i think i might have a slow leak [sys] is that true [usr] from one of the bathrooms upstairs as well i don't know if they can whether you need two separate type of specialists or or [sys] unfortunately [usr] yes can't can't [sys] that would be [usr] get them to [sys] a [usr] do [sys] plumbing [usr] it all right [sys] issue [usr] ok [sys] well i can i mean i can book book a plumber in for you i wouldn't be able to give you a price for that though the engineer would have to come out take a look and he would then provide a quote [usr] right [sys] and if you're happy with the quote then he can carry out the [usr] but [sys] work [usr] could could can [sys] but [usr] they [sys] obviously it's a no obligation [usr] would they be able to detect leaks because i don't know if it's through the tiles or [sys] yes [usr] whether it's through some pipes they'll be able to check if the pipes were fine [sys] they can do a leak detection [usr] right [sys] for you [usr] ok well bear that in mind i'll i'll leave that one for now then just i'll just i'll check all the tiles first and [sys] no problem and will you be present when the engineer attends [usr] yes [sys] could i have your best contact number please [usr] you can see this number i'm calling you on otherwise it's [sys] unfortunately it doesn't come on my screen [usr] i think it's [pii] [pii] [sys] [pii] [usr] [pii] [pii] [sys] thank you and do you have an email address at all [usr] i do i'm gonna have to spell it out to you don't need to change it i [sys] it's ok [usr] it's it [pii] [sys] [pii] [usr] [pii] and then the word [pii] [pii] at [sys] i've got [usr] is that [sys] it [pii] [usr] and then re [sys] trading [usr] yes it's spelled [pii] [sys] i too am [pii] [usr] [pii] [sys] at that's fine thank [usr] right [sys] you ok that's the first bit done i just need to pop a little note on now for the engineer and then we can get the availability up for you [usr] that but [sys] ok we've got [usr] they they i think it's you asked me about the british gas is it home serve you said i think i've been on [sys] home [usr] home [sys] care cover [usr] care i've been on that before that's covers would that cover all the type of costs as well [sys] it does yes [usr] right ok it's probably worth bearing that in mind for the future then isn't it [sys] it cover we depending on which cover you go for i mean we have a home care cover for which covers boiler central heating electrical drainage [usr] 24 [sys] plumbing [usr] i think do what i think [sys] it [usr] the reason [sys] it [usr] i didn't [sys] covers [usr] we've got underfloor heating i don't think it covers any of that does it i don't [sys] no i don't think it does cover under floor heating i'm not 100% sure but i don't think it does [usr] ok anyway i was just wondering if that would be a cheaper option but no ok cool [sys] no problem right is there anybody at the property that would be classed as vulnerable at all [usr] no [sys] no thank you bear with me two seconds and i can get the availability up for [usr] ok [sys] you [usr] brilliant [sys] bbb the first available appointment we have is today thank you thank you thank you [usr] my god [sys] tuesday tuesday [usr] no that's [sys] morning [usr] fine [sys] which is between 8 a.m. and one pm and tuesday afternoon which is between one pm and six pm which would you prefer [usr] the the the morning would be good [sys] tuesday morning between 8 a.m. and one [usr] yes [sys] ok [usr] please [sys] once i confirm this booking you will receive a text message this will contain your booking confirmation it will also contain a booking reference number just in case you need to contact us for any reason and the engineer will also give you a ring on tuesday morning when he's on his way just to let he's on his way [usr] 00 great thanks very [sys] and [usr] sir [sys] that's all booked in for you [usr] xm [sys] thank you much for your call [usr] all [sys] and [usr] right [sys] have [usr] cheers [sys] a happy new year [usr] that's on you happening [sys] take take care now [usr] take care [sys] bye [usr] bye [sys] bye [usr] bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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 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 hi you've reached how can i help you today [usr] hello i believe we have a national agreement set up with road i have a blockage on a new school in [pii] and it's in the school kitchen it's fairly urgent i need someone to come out and see if we can rod it [sys] can i take the postcode please [usr] it's [pii] [pii] [pii] [pii] uniform [sys] thank you right ok i'm just gonna pass you over to your local office they can get an engineer out to yourself is that ok [usr] fantastic [sys] no worries [usr] thank [sys] have [usr] you [sys] a nice day [usr] just [sys] good afternoon down the road [usr] hi i believe we got a national agreement set up with you guys i work for ig construction we have a blockage on a new school that's been built in [pii] [sys] right [usr] and it's in the school kitchen the obviously food preparation area and it's bubbling back up [sys] right [usr] inside [sys] ok [usr] just wondering if we can get someone out urgent really [sys] let me just take some details and i'll have a look at this for you and i'll give you a call back then to sort it out do you say did you say [usr] fantastic [sys] the company was [usr] isg construction [sys] ok do the post code for that [usr] [pii] for the office [sys] for w whoever it deals with the account side of it just i can try and find the billing account [usr] this [sys] that's all [usr] i tell you what i might have to give you a couple of postcodes here a second [pii] [sys] i'll tell you what you can do if it's easier for you you could if you wanna email all the details over that you've got for the the issue that you've got where it is and where the accounts billing department all that stuff is email it over to us and i can sort it out that way then rather than tie it up this way [usr] ok [sys] if [usr] who do i go [sys] you send [usr] through to [sys] you info [usr] info [sys] at [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [pii] [pii] [sys] [pii] [usr] g whatever that stands for [pii] [pii] ok no problem er who is it what what's [sys] in [usr] your name ok all right no worries [sys] magic [usr] send this straight [sys] thank [usr] through [sys] you very [usr] to you [sys] much [usr] now gath [sys] cheers bye [usr] thanks very much cheers bye bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two 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 food to dina my name is [pii] how can i help [usr] yes i'm calling from [pii] and hopefully you are local [pii] as well we need a drain and pl please and motive [sys] ok what is what's your postcode please [usr] [pii] [sys] can i have the first line of your address please [usr] is [pii] [sys] ok thank you bear with me a quick second is this a commercial or domestic property [usr] is it a mistake but but we have got offers attached to it but it's in the house [sys] ok now is this did you say number 53 did you say [usr] it is [sys] ok ok and is there anyone who is vulnerable within the property [usr] what what do you mean vulnerable [sys] anyone from a medical standpoint who needs access to the utilities within the house because it may [usr] no no [sys] obviously [usr] no only two of us here no no nobody's disabled here [sys] ok ok and can i have your name please [usr] my name is [pii] mrs [pii] [sys] ok and your contact number please mrs [pii] [usr] is this mobile [pii] [pii] [pii] [pii] [sys] ok ok let's see and you don't have any cover with british gas for pluming or drains [usr] it is unblocking train [sys] now do you what i'm saying do you have any policy with british gas for unlocking your drains on that property [usr] ii i think we did but i i'm i'm not sure there's many paperwork here i can't tell you no [sys] ii i don't worry i can check myself anyway [usr] ok [sys] ok ok what do you is it is it is it the toilet that's affected the kitchen utility what exactly [usr] eight [sys] is affected [usr] it's in the kitchen sink [sys] ok if you're completely blocked did you say [usr] yes we tried to unblock unblock it it's not working we have [sys] ok [usr] we didn't put any stuff down there it just trying to undo and drain and it just doesn't come out from the on into the drain it's just blocked between the sink and outside in the middle it [sys] ok [usr] is [sys] it you see the drain the drain just outside the kitchen is it overflowing at all [usr] it's not no it's all just stay in the sink [sys] ok all right let me we have let's see i'm trying to check the availability that we've got here ok i can get you someone either today or someone on monday morning between eight and one [usr] no ii i think you're saying that if somebody coming up i thought you're you're on your website saying that within 90 minutes [sys] it's not it's not within 90 minutes that would be that was during during the weekday we can get engineers and come out quicker at the weekend it take it would take more time because there are less engineers there are less engineers in on that day it we can get you someone it it would be between now but before six or on monday morning between eight and one [usr] we can't wait until monday god it's not really emergency service then is it if you can't come up on the same day [sys] i'm saying that we can come out today but it won't be there's no guarantee that it will be within 90 minutes it will just depend on the engineer because there are not as many engineers at work [usr] on the weekend [sys] we [usr] we [sys] that [usr] we got we gotta have it today we can't we can't do anything we can't even do the wash up we we have to have some someone in today [sys] ok i can book that in for you today now the the number you just gave me the engineer will call that number prior to arrival i'd usually say anywhere from 15 to 30 minutes prior to arrival the engineer will give you a ring now when the when the engineer arrives he will look at the job and then give you a quote before he does the work if you accept the quote you can then pay by cash or card on completion if you don't accept the quote no work gets done but you don't get charged as there's no call out fee [usr] ok [sys] ok i'll book that in for you just keep an eye on your on your phone please [usr] ok i keep my phone with [sys] ok [usr] me [sys] alright no problem that's booked in for you now ok all right no worries cheers take care [usr] thank you [sys] not bad [usr] bye	0Appointment / Booking
[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem 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 burn 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 hello you're through to [pii] at how can i help [usr] hello i've been trying to i've i've been cut off about three times now iii i need to have an engineer coming to my home [sys] is it a a blockage issue what's what what what is it that blocked [usr] it it's something to do with the bathroom toilet i the wa it the water crew from the wall i don't know if it's through i think it's through the drain i'm not sure it's not it's fresh water not the drainage water and it's coming on the floor [sys] but it's it's coming from the bathroom bathroom toilet it's fresh water coming from is it he he's a behind it in from the wall [usr] yes something that i i'm not an expert i can't give you the details but it's not drainage water it's some some water and it's it's coming quite lot on the on the floor [sys] right and is there any blockages anywhere else in the property [usr] no that's the only that it's only that [sys] right ok do you have a british gas home care policy that covers your plumbing and drains [usr] yes i do [sys] you do [usr] yes i do [sys] right you're you you're a you're a home care customer it's you need to go through to british gas you wanna let us but i can transfer you through to them now i'll just pass you through to him now is that ok [usr] ok [sys] thank you 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 hi 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 hive thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bills think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit it's quicker and easier to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date did we can cover your home electrics kitchen appliances and plumbing and dry two 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 be sure to test them regularly and to get your gas appliances serviced every year if you're not sure how to use all the controls for your central heating system just ask our engineer to talk you through them when we next visit freezing pipes are one of the most common causes of boiler breakdowns in winter the best way to prevent this from happening is to wrap insulated materials electrical heat tape or fiberglass round exposed pipes to protect them if you've got a condensing boiler you can have a consulate fitted this is an insulated pipe that stops your boiler waste pipe from freezing which is one of the most common problems for our customers just ask our advisor or one of our engineers about getting one thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hi 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 hive thermostat could help good afternoon you're through to [pii] at british gas how can i help [usr] i've been cut off about three times already now but if i get cut [sys] of [usr] off [sys] course [usr] can [sys] i'll [usr] you [sys] give [usr] please [sys] you a ring back [usr] call [sys] straight [usr] me [sys] away [usr] back [sys] no worries can you provide me your full name please [usr] hello i said i've been cut off three times already now if i get cut off again can you please [sys] yes [usr] call [sys] yes [usr] me back [sys] i heard you i will give you a ring back straight away when if you get caught [usr] my total number is [pii] [sys] do you not want me to ring you on the number you're ringing me on now [usr] i will do but i prefer the one that's that's that's because it's on my account that's why it's [pii] [sys] no worries and what's your full name please [usr] mister [pii] [sys] and [usr] has [sys] your name no problem and [usr] name [sys] your date of birth [usr] 19 sorry 1910 [sys] and [usr] 46 [sys] the postcode of the address [usr] [pii] [sys] [pii] [usr] [pii] [pii] [sys] thank you and the house number [usr] it's a house name called [pii] [sys] how do i spell that [usr] it's [pii] [pii] [sys] no upsetting [usr] but the the the the the the full address is [pii] [sys] no worries just one second i'm just loading the policy up now and it's mister yes is mr [usr] say again sorry [sys] yes how may i help [usr] yes [sys] you sir [usr] i phoned it last night and i phoned it earlier today and when i got cut off there's a issue with water leak extensive water leakage from the bathroom wall of some sort i i i'm not an expert i can't i can't tell you exactly what the problem is but all i can say that it it's not waste water it's it's it's some water from the wall it's coming from a pipe obviously of some sort and it's coming onto the floor quite a lot and it's damaging the floor and it if it rises further up it will obviously cause more damage elsewhere [sys] right ok i'm just gonna look into arranging an appointment for you now one second [usr] ok what thanks [sys] bear with me while i just look into it for you [usr] ok [sys] bear with me a second [usr] ok [sys] ok it just looks there's an issue with booking the appointment i'm just gonna see if somebody else can book it one second [usr] ok [sys] british gas is an inclusive company for all we're proud that our workforce reflects the diversity of the customers that we serve we operate a zero tolerance policy towards abuse of our employees who have the right to terminate any customer call if they receive abuse of any nature please offer our employees the same respect they offer you you can book your annual service appointment in our new app in just four taps wherever you are whenever you search for the british gas app on apple store or google play we know how important your home is if your boiler breaks you can book a repair on our website in under a minute visit british gas dot co dot uk or search british gas being on the phone when driving can put you and other road users at risk please stay safe our agents will ask you to call back later if you're driving hi mister [pii] i've got my colleague on the line he's been able to sort a deal with us [usr] right [sys] hi there aye is that my house [usr] right [sys] hi mr [pii] we understand [usr] yes [sys] you've got an issue in regards to in regards to your plumbing your drains here you're trying to book out a job [usr] yes please i as soon as it's urgent because it's [sys] ok [usr] it's [sys] what [usr] it's [sys] seems [usr] it's [sys] to be [usr] getting [sys] that [usr] worse [sys] year [usr] right i'm not i i'm an expert i'm not i'm not gonna give you any i can't give the exact details but from the back of the wall where the toilet is it's near the toilet there's water coming from there onto the floor and it and it quite a lot it's gradually building up it's not waste water it it seems it's normal water but i i don't know where [sys] right [usr] it's coming [sys] ok [usr] from ii i don't know [sys] can you use the toilet [usr] i've not used anything because i can't turn on any water because if i do it [sys] right [usr] makes the [sys] ok [usr] water come out even worse [sys] the leak is is a lot of water coming from the back is it coming from a pipe [usr] but it's obviously but ii i don't know where ww what where it's coming from [sys] have you had [usr] how [sys] taken [usr] it's coming [sys] off the water [usr] i i don't [sys] at all or [usr] know [sys] anything [usr] i don't know anything about any any of this i don't i i don't [sys] right ok [usr] what to do [sys] right ok we'll see what we can do it's you can't use the toilet as it is because it keeps coming out [usr] attached because that makes it worse as well [sys] you can't even use the taps [usr] no because when the water goes into the into the sink that makes [sys] right [usr] it go worse as well for some reason [sys] we'll get somebody out and have a look at that then let me put you on hold just get somebody sorted it won't be too long ok fine [usr] ok [sys] british gas is an inclusive company for all we're proud that our workforce reflects the diversity of the customers that we serve we operate a zero tolerance policy towards abuse of our employees who have the right to terminate any customer call if they receive abuse of any nature please offer our employees the same steps they offer you you can book your annual service appointment in our new app in just four taps wherever you are whenever you search for the british gas app on apple store or google play we know how important your home is if your boiler breaks you can book a repair on our website in under a minute visit british gas dot co dot uk or search british gas being on the phone when driving can put you and other road users at risk please stay safe our agents will ask you to call back later if you're driving if you're moving home did you can now change all your details online any time of day or night wherever you are to save yourself a call we can create a password for you and your engineer they're definitely who they say they are if you one just ask and we'll sort it for you if your boiler and heating are working at their best you'll save money on your heating bills a central heating filter is likely to help you can ask your engineer if you've got one coming and they'll give you an idea of what it will cost a we won't be long we're just checking ok thanks [usr] hello [sys] british gas is an inclusive company for all we're proud that our workforce reflects the diversity of the customers they serve we operate a zero tolerance policy towards abuse of our employees who have the right to terminate any customer call if they receive abuse of any nature please offer our employees the same respect they offer you you can book your annual service appointment in our new app in just four taps wherever you are wherever you search for the british gas app on apple store or google play we know how important your home is if your boiler breaks you can book a repair on our website in under a minute visit british gas dot co dot uk or search british gas being on the phone when driving can put you and other road users at risk please stay safe our agents will ask you to call back later if you're driving if you're moving home did you can now change all your details online any time of day or night wherever you are to save yourself a call we can create a password for you and your engineer they're definitely who they say they are if you one just ask and we'll sort it for you if your boiler and heating are working at their best you'll save money on your heating bills a central heating filter is likely to help you can ask your engineer if you've got one coming and they'll give you an idea of what it'll cost ask your advisor or one of our engineers about getting a carbon monoxide alarm fitted if you haven't got one you can't see taste or smell carbon monoxide the gass safety council recommends you keep safe by getting all your gas appliances serviced every year and to have a carbon monoxide alarm in every room with a gas appliance if you're not sure how to use all the control for your central heating system just ask our engineer to talk you through them when we next visit if you're worried your boiler has seen better days and you're a home care customer you can get a discount on a new one as long as your agreement covers your boiler and hi sorry we're having a few issues on the system i'll just try and get this booked this job and it may just take us another few minutes ok [usr] yes yes if i get cut off can you [sys] british gas is an inclusive company for all we're proud that our workforce reflects the diversity of the customers that we serve we operate a zero tolerance policy towards abuse of our employees who have the right to terminate any customer call if they receive abuse of nhs please offer our employees the same respect they offer you you can book your annual service appointment in our new app in just four taps wherever you are whenever you search for the british gas app on apple store or google play we know how important your home is if your boiler breaks you can book a repair on our website in under a minute visit british gas dot co dot uk or search british gas being on the phone when driving can put you and other road users at risk please stay safe our agents will ask you to call back later if you're driving [usr] he's a fucking dick he's a fucking bitch [sys] if you're moving home did you can now change all your details online any time of day or night wherever you are to save yourself a call we can create a password for you and your engineer they're definitely who they say they are if you one just ask and we'll sort it for you i sorry about this but we're having a problem in regards to the account and trying to get this booked in we're gonna have to send this away we obviously know how important it is but we're gonna have to send that we will have to give you a call back want to get this fixed and getting an engineer assigned what's that [usr] ok [sys] sorry [usr] can you call back i can call ok can you call me back on my [sys] we can call you back [usr] can [sys] on [usr] you call [sys] that [usr] me back on the telephone number that's on my account i i i can repeat that it's just in case it's [pii] [pii] [sys] [pii] ok but as soon as [usr] [pii] [sys] we get something sorted here again absolutely we'll get it fixed [usr] there's i'll i'll [pii] [sys] we'll get that sorted out for you [usr] [pii] [sys] ok no [usr] is that [sys] i don't [usr] the is [sys] think the number that's [usr] is [sys] on [usr] that [sys] your [usr] the number [sys] account [usr] that's [sys] is [usr] on [sys] [pii] [usr] my account [sys] 46741 it's [pii] [usr] there isn't it should be it should it should be [sys] but you're saying your numbers it's [pii] [usr] yes that's right yes [sys] well that's the number that's on your [usr] yes [sys] that's the [usr] the [sys] number [usr] the number [sys] that's on your account [usr] [pii] [sys] absolutely that's that's what's [usr] yes it can you can [sys] we'll [usr] the engineer [sys] get them to [usr] and [sys] to [usr] whoever [sys] call on that [usr] can [sys] number [usr] call me back on that account or that number please ok i right i phoned up last night and i phoned up this morning and i got cut off three times right and i don't want this on going to you can someone [sys] obviously [usr] just please come [sys] the issue [usr] round [sys] that we're [usr] and [sys] having [usr] sort [sys] is [usr] the [sys] we're [usr] problem [sys] having to [usr] out [sys] get [usr] please [sys] the job booked it seems to be a problem in regards to to getting that [usr] i did i did there's a note of it i did call last night i called this morning i've got cut off three times waiting and i and i don't want this to to keep continuing it's the urgent the issue the issue is [sys] no [usr] urgent [sys] bother [usr] and it needs to [sys] we'll [usr] be resolved [sys] get that [usr] as [sys] sorted [usr] soon as possible [sys] out for you as i say you will be getting a call back and we we'll try to get this fixed for you as soon as we can and then we'll call you back on the number governors [usr] ok [sys] absolutely ok no bother [usr] ok we'll get to that later [sys] well definitely will be today no problem at all [usr] it will be day won't [sys] ok [usr] it ok [sys] no bother we'll speak to you [usr] ok [sys] soon thanks a lot now bye bye [usr] great thank you thanks bye bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry 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 hello you're through to how can i help [usr] hi we have a we had a problem with our immersion heater dripping out the the power and on further inspection it looks the element is leaking into the electrics i've turned off the water from from the road the the thing is the the stopcock or the isolator valve that feeds the tank won't it turns but it won't shut the water off [sys] ok [usr] i've had to turn the water off in the road and drain everything down we've we've got no water i just wondered if someone could maybe sort the isolate valve out or we we were essentially we we need a new tank i think but i don't know how much that's gonna cost [sys] ok and which tank are you referring to [usr] the hot water tank in the in the airing cupboard is just an immersion we haven't got central heating it's just an immersion heater [sys] ok that's fine er have you got a cover with british gas for plumbing and drains [usr] no [sys] that's fine let me just have a look can i get your postcode [usr] it's [pii] [pii] [sys] [pii] [usr] [pii] [pii] [pii] [sys] is that [pii] [pii] [pii] [usr] no [pii] [sys] perfect ok [usr] [pii] [pii] [pii] bertie s fish sugar [sys] perfect and can i get the first line of address [usr] he's [pii] [pii] [sys] yep and can i get your name [usr] yes [pii] mister [pii] a new double [sys] perfect [usr] n [sys] perfect i see we've got an account here the number on the account is [pii] [usr] that's it [sys] perfect let me just quickly drop them details [usr] i mean essentially i say we had we had this water it's leaking through the element itself i've disconnected it all and and got the power off of it it's it's all isolated but we've got this leak and i can't shut the water off in the in the airing cupboard because that valve won't won't work it's a it's on a i think they're sorry i don't know if i'm waffling i think the two pipes that come down from the loft into the air airing cupboard with the isolator on are the old three quarter size pipes i don't think they're metric i don't know if that's relevant [sys] perfect i'll jot that down [usr] i think they are i'm not i'm not sure it might be the old style plumbing cos the the house is quite old i don't want him [sys] and [usr] to turn up [sys] er [usr] with a with the wrong valve or whatever wrong fittings [sys] let me just pop that down [usr] sorry you're cracking up i can't hear you hello hello hello hello [sys] and [usr] no you've lost your signal for some reason [sys] hello [usr] i've lost signal sorry i can't hear you at all [sys] hello [usr] hang on i'm gonna move in case it's me just let me let me see if i can move somewhere else and see if i can get a better you can [sys] can you hear me now [usr] i can sorry [sys] it's not your signal it's just been having an issue today [usr] have [sys] randomly [usr] you [sys] it'll just cut off sorry about that [usr] that's alright i i missed missed whatever you were saying [sys] i was just saying what was the which valve was it that you need replacing [usr] it's er an isolated valve to turn the water off to the hot water tank that that's what needs doing first that we can turn the water on in the in the street but i think we're gonna need a new tank at some point i don't know if you can give us a quote for that [sys] unfortunately i won't be able to but er the engineer might be able to when he's there [usr] when he comes out [sys] and er we'll we'll pop it down as an emergency they will come out tonight hopefully [usr] right [sys] it'll be any time from now until midnight but [usr] ohh really [sys] obviously they'll be out as soon as they can [usr] right ok [sys] but that's a time er a rough guidance of that was the time that that he could be within it just depends on what other emergencies he's got and are there any vulnerabilities on site the engineer [usr] no [sys] should be aware of [usr] no nothing [sys] that's fine just to let how it works there's no call out for you the engineer will come take a look at the work provide you with a quote if you're happy with the quote you could say yes if you can say no and [usr] right [sys] it's payment upon completion by cash or card is that ok with yourself [usr] that's fine [sys] perfect [usr] my son [sys] i'll [usr] will [sys] get [usr] pay [sys] this perfect that's fine i'll get this booked in for you now [usr] ok [sys] and then when the engineer is on the way he should give yourself a ring just to give you a rough eta [usr] ok lovely he can he can give us a rough rough idea of what it would cost to replace the tank would he [sys] you should be able to he he would be the best one to to advise on that [usr] ok all right that's fine i mean the the i just wanna get the water back on that we can flush the toilet and fill the kettle and whatnot at the moment i say i've had to turn it off in the street we've got no water to the property at all at the moment and i've drained everything down upstairs [sys] no worries i'll pop all that down on the on the job anyway and it's it's booked in as an emergency [usr] ok lovely thank you [sys] [pii] [pii] [usr] ok thanks [sys] take [usr] bye [sys] care [usr] bye [sys] bye [usr] bye	0Appointment / Booking
[sys] thank you for calling dino [pii] partnered with british gas please [usr] i'm not [sys] listen to the options [usr] not [sys] carefully [usr] gonna be able to vote again [sys] we can get you to [usr] for [sys] the right [usr] it cos [sys] team [usr] i have [sys] if [usr] to ring [sys] you need [usr] down [sys] any [usr] around [sys] help with a drainage [usr] finance [sys] problem press one if you require our plumbing services press two or if you have an existing home care policy it's three we record calls for quality and training purposes thanks [usr] do that [sys] 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 [usr] but i haven't got the detail [sys] looking for our latest energy hive and new boiler offers search british gas offers online or ask us today [usr] i do watch it [pii] [sys] at british [usr] bye [sys] gas we're hiring a new [usr] a [sys] apprentice [usr] new apprentice [sys] every day [usr] and [sys] 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 hive thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too on a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bills good morning you're through to british gas [pii] speaking how can i help [usr] hi yes i'm calling from a letting agent one of our tenants have got problems with the leaking pipe in their bathroom and also in their kitchen [sys] ok can i take your postcode please [usr] you certainly can it is [pii] [pii] [sys] and there's a number on the property [usr] it's 173 [sys] and the tenant's name [usr] it is i'll spell it because i can't say it it's [pii] and his surname is [pii] [sys] right i've done a thing on our name i'm gonna have to look and er have they been there long [usr] they've been in since november last year [sys] right i just wondered if it was a different name i'll have to start from the top and try through all the properties hold on then and it was 173 the number [usr] the landlord is [pii] is two [sys] i'll try under her name first i think because [usr] friends and their own work [sys] right that's it this [pii] [usr] [pii] [sys] there's a £60 excess on the policy i need a card payment that's ok is there [usr] that's fine [sys] is the leak a fresh water leak and is it just small minor [usr] it's it's ground floor it's not [sys] ok [usr] going to any ceiling [sys] and whereabouts are the lakes [usr] there's [sys] bye [usr] just said when he when he empties the bath the water comes he notices the water and it's under the sink in the kitchen as well [sys] right that's a where pipe please [usr] i know [sys] i've got an appointment tomorrow between eight and six [usr] that'd be great [sys] ok ok i need to take the card details now let [usr] ok [sys] me just read you the line by validating the store in your card you're agreeing to us keeping it on record to pay for the work you agreed to and we'll only take the payment once the work has been completed we'll remove all references to your card after the payment or 90 days after you booked an appointment with our engineer whichever comes first do you need to send us to send you that in writing [usr] can you send us a receipt [sys] of [usr] as [sys] course [usr] well [sys] who's contacted do i put it under [pii] contact name [usr] yes please [sys] the telephone number for contact [usr] can run down ok it's [pii] [pii] [pii] [sys] ok ok just to put you on hold a second while i dial in for authorization [usr] ok [sys] whose name is the card in [usr] it's mister [pii] [sys] excuse me and if you could type in the long card number on your telephone keypad could have the expiry date now please [usr] ok [sys] and finally the last three digits on the signature strip that's lovely thank you just booking a job for you [usr] bye [sys] that's all booked somebody will arrive today before six o'clock [usr] ok can i give you an email address to [sys] certainly [usr] the receipt to [sys] tomorrow sorry i said today then tomorrow between eight and six ok [usr] bye ok it's [pii] [pii] [sys] ok that's lovely ok thanks [usr] ok [sys] very [usr] that's [sys] much [usr] great [sys] thanks [usr] thanks for your time [sys] bye [usr] ok alright bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plumbing services press two or if 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 good morning speaking how can i help [usr] hi mate do you do we we are we're starting construction on a on a property and we need to work out if the neighbors drain runs into into our man are you able to survey it for us [sys] that's good [usr] sorry [sys] what's the post code [usr] the postcode is [pii] sorry one second i'll just get it up on [pii] [sys] ok i'll just get you through to the local town let me just [usr] sorry buddy [sys] i'm just gonna get you through to the local donor there which just won't be a moment for you thank you thank [usr] ok [sys] you [usr] thanks [sys] bye 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 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 thames valley region is a franchise of dino rod experts in drain clearance good morning [usr] hi hi there hi i'm just we are starting a construction on a property we just need to work out if the neighboring drainage runs into our hand [sys] ok you're looking for a survey [usr] yes [sys] no problem at all it's £220 plus va t for the 1st 90 minutes worth of recording depending on how long the train run is it's £65 plus va t for every 30 minutes thereafter [usr] ok okey dokey and how soon [sys] where [usr] could you do [sys] sorry [usr] it if i book [sys] where are you [usr] in [sys] calling from what post code we can have a look for you [usr] it's yes [pii] [sys] just bear with me one moment and i'll just check for you many [usr] thank [sys] thanks [usr] you [sys] hang on one moment sir 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 drink hello we'll be able to come out and do put carry that out on wednesday just it does take up to 2 to 2 weeks for to get the full walk back from the surveyor [usr] it would take two and 2.5 weeks for us to find out ok all right that's great thanks [sys] all [usr] a [sys] right [usr] lot [sys] then many thanks [usr] i'll call back if [sys] ok [usr] you're interested [sys] then cheers [usr] cheers [sys] all right bye [usr] bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing service did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon thank you for calling di o [pii] speaking how can i help [usr] hi mate i've just i've got a i live in [pii] mate do you cover that area [sys] we do cover all all of the [pii] pretty much [usr] do you all it all it is 22 of the well the the two toilets i've got in my house are fully blocked to the top i had a bit of an issue with the drain outside of a week where they the cap come off and it was toilet roll and all the rest of it all over the garden i got a plumber in to get a new cap onto the pipe outside but it appears now both of the toilets are fully blocked to the to the to the brim light and the the plumber [sys] right [usr] said to me when when your un released the cap outside if any water's coming out of it pissing out he said it means that they're blocked is that right [sys] i won't lie to you i'm not an engineer i i don't know if i'm honest [usr] right right [sys] but if if that's what he says then i would imagine he was right [usr] i mean i could just how does it work mate are you booked booked up for christmas or what what's the how does it work [sys] i mean i can have a look at booking a job in and and i don't get to see what appointments we've got unless i'm booking a job and you see in terms of how it works the engineer comes out has a look at what the issue is and then gives you a quote now if you're happy with the quote they'll obviously do what needs to be done and you can just pay the engineer 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 is is that the prices start at £180 including va [usr] right well it's a free it's a free call out [sys] exactly exactly [usr] right i see i'm gonna need it doing by the looks of it [sys] ok i can have a look [usr] cos you said the two i can't even can't even go to the toilet in the house [sys] no let's [usr] he'll [sys] have a look [usr] have to [sys] then [usr] be [sys] what's [usr] in the back [sys] what's the postcode first of all [usr] [pii] [sys] [pii] and if i could take the house number [usr] number [pii] [sys] [pii] let me just see if i can find you is that [pii] [usr] it is yes [sys] i got you and if i could take your first name please [usr] [pii] [sys] [pii] and can i take your surname please [pii] [usr] [pii] [sys] got you and if i could also take a contact telephone number please [usr] [pii] [pii] [pii] [sys] [pii] brilliant right let me save that and [pii] can i ask is there anyone at the property who may be considered vulnerable at all [usr] no [sys] no good [usr] well to be honest with you i could do a meaning how do you mean [sys] anyone who's maybe blind or and [usr] no [sys] deaf or just the engineer knows there could be knocking on the door someone who's deaf and wouldn't hear [usr] no [sys] them [usr] no no no no [sys] good right let's have a look i'll just get the appointment slots up now bear with me [pii] [usr] no worries [sys] would you be available for the rest of the day if we can get somebody today [usr] yes [sys] right what i can do is i can put it through to get someone out to your asap the only thing i can't do is is let what the exact time will be when they get to you [usr] right [sys] but i [usr] do [sys] i can get get the engineer to give you a call when you're next on their list if that makes sense [usr] that's normal is it is it you guys work round the clock do you that's great mate you could do [sys] ok let's get that booked in then there you go [pii] i'll book that in for you the engineer will get round to you as soon as they can and i have asked them to give you that notification before they arrive ok [usr] that's great do you think it will be today it will be tomorrow do you think [sys] no it will be today i just couldn't [usr] we're [sys] give you the exact time that was all [usr] right [sys] just because it's it's the computer would tell me if if we couldn't do it today but i can put it for you for today i just can't give you the time that's all [usr] right that's great mate cheers [sys] you're very welcome [pii] good luck [usr] cheers mate bye bye [sys] you're very welcome bye [usr] thank you bye bye	0Appointment / Booking
[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] my name's how can i help you today [usr] and i don't we've been having trouble with our drains well for a while when it's heavy rain excuse me what it is [sys] no [usr] it's only one of our toilets when it's heavy rain it it's gargles and it's gargling at the minute and on the odd occasion it's gargled in the the bathroom in the plughole in the bath it started again today cos there's been heavy rain and we've had we had seven trent out a while ago and they checked the things outside and it was all clear i'm just wondering if we've got a actual blockage in how how you say [sys] i can definitely get somebody to have a look for you can [usr] that'd be [sys] i just clarify is this a domestic or commercial property [usr] it's domestic [sys] and do you have british gas home care cover for plumbing and drains at all [usr] we don't know [sys] no have you used our service before [usr] no i haven't no [sys] ok i go through our prices with you before we start [usr] yes love [sys] our prices start from 100 and £80 including va t [usr] ok [sys] that's monday to friday 8 a.m. to 6 p.m. after 6 p.m. it's from £225 as that's classed as out of hours [usr] ok [sys] and payment would need to be made on the day afterwards completion via cash or card is that ok could i have your postcode the first line of your address and your name please [usr] your postcode is [pii] [sys] yep [usr] [pii] [sys] thank you and the first line of your address please [usr] it's [pii] [sys] and your name please [usr] my name's [pii] [sys] [pii] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] thank you much ok i'm just gonna pop a few details on the system please bear with me a moment [usr] ok [sys] four [usr] no problem [sys] delta bravo the first thing i'm doing is just double checking that we have got a local office covering that area which [usr] ok [sys] we do that's fine [usr] good cos what it is they were they were they're only 12 years old the houses and we're at the end and outside our house is a it's an overow pond and that when it gets heavy rain that builds up i don't know if it's something to do with that as well you see [sys] it [usr] but [sys] could be [usr] it's strange it's it's strange it's only one of the toilets that does it that's the only thing i'm thinking of whether we've got an actual blockage in our bit as well [sys] it it might be [usr] but [sys] a case [usr] the pond [sys] of that [usr] the pond now is very very full [sys] and not only that if it is full it could be backing up which is then causing issue from your property ok i'm just popping your details on that's mr [pii] [usr] ok [sys] [pii] [usr] do the guys come out and see what work needs to be done first do they or [sys] well they'll do the work there and then i'm booking them to come out and get that drain unblocked and have everything running free and clear for you [usr] ok [sys] excuse me i do apologize [usr] that's ok no no problem [sys] will you be present when the engineer attends [usr] i can be i think it might be easier if i'm about [sys] ok could i have your best contact number please [usr] it's [pii] [pii] [sys] [pii] [usr] [pii] [sys] yep [usr] [pii] [sys] [pii] thank you and do you have an email address at all [usr] it's [pii] [pii] [sys] [pii] [usr] [pii] [sys] [pii] thank you right i just need to pop a little description on for the engineer we've got blocked drain outside [usr] ok well it's not it's not outside it's the toilet cos it's it's back it's the the toilet upstairs is gargling [sys] bye [usr] i don't know if there's a a blockage [sys] and is this your [usr] from [sys] own [usr] there [sys] toilet [usr] to the outside but the no we've got three but it's only that toilet that does it [sys] very strange it's just the one [usr] and that's it's at the front that's what i'm a bit weird about that's why i'm not sure if it's just a blockage there to do with i mean i think it's to do with the heavy rain we have cos the pond now i'm looking out the window now and the pond is very very full and the field to the side of it's got a little bit of water not a lot [sys] but there's still some [usr] but it's only the it it's only it's only that it's only that toilet and the other occasion it done it yes the other day when it rained heavy it gargled in the the bathroom plug [sys] it's [usr] hole [sys] it sounds it's affecting all [usr] but [sys] of the intern it's backing up into the internal drains to be honest and is there anyone at the property classed [usr] it's a bit [sys] as [usr] of [sys] vulnerable [usr] a strange one [sys] at all no [usr] no no [sys] our engineer will be able to investigate and try and get to the bottom for you i can get somebody for [usr] cos [sys] you [usr] i've read online there's different things where you can have there's there's cameras you can [sys] that's [usr] put down [sys] right [usr] or jet things i don't know w i mean they'd obviously have a look and see [sys] they'll find [usr] i don't know really [sys] they they're [usr] i suppose [sys] really [usr] they need to be [sys] experienced [usr] here when it's raining [sys] believe [usr] don't they [sys] me [usr] but [sys] they can find any issues and they'll they'll find it and get it sorted for you i do have an appointment for today i have a an appointment from any time between [usr] ok [sys] one and one and six today would that be ok [usr] that'd be perfect today it'd be it'd be best to do day when it's raining [sys] that's [usr] as well [sys] fine what i'm going to do is i'm going to confirm this booking now once i confirm you will receive a text message this will contain your booking confirmation it will also contain a booking reference [usr] huh [sys] number just in case you need to contact us for any reason and the engineer will also give you a ring when he's on his way just to let he's on his way as well [usr] lovely [sys] and that is all booked in for today and [usr] brilliant [sys] hopefully [usr] ok dokey [sys] we'll get to the bottom of it and then you don't need to worry and and have a lovely evening [usr] do do if he looked out and he he said it's he thinks it's to do with the pond [sys] you [usr] and stuff [sys] on [usr] will [sys] you [usr] i have [sys] there's [usr] to pay [sys] no call [usr] all [sys] out charge [usr] out or anything [sys] and [usr] that [sys] you only [usr] or [sys] pay un if the n a does any work if the engineer has to look out and say no it's coming [usr] ok [sys] from [usr] dokey [sys] that pond [usr] because i just [sys] you need to get that sorted then you don't need to do any pay anything it's only if he does any work that you pay [usr] i'm just looking out the window now and there's two drains in the field next to the pond and it's gargan [sys] it could be to [usr] come [sys] do [usr] out [sys] with [usr] of [sys] that [usr] there it could be all to do with that but it's just it's it's just drained out it's just have two toilets that doing it [sys] they'll get to the bottom [usr] not [sys] for you [usr] do anything [sys] and at least [usr] but [sys] then you've got [usr] that'd [sys] peace [usr] be great anyway [sys] of mind ok [usr] that's [sys] thank [usr] it love [sys] you much [usr] that'd be brilliant [sys] for your call and have a lovely evening [usr] ok ok [sys] take care now bye bye [usr] and thanks very much bye bye	0Appointment / Booking
[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to [usr] huh [sys] the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the u k's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of engineers are available across the [pii] 24 7 365 days a year whatever problem we'll send an expert dino engineer to your home to provide a free no obligation quote dino offers a fast reliable service you can trust with fixed prices and no call out charges you can rely on us to get the job done it's really easy to book appointments online just visit dino.com dino is one of the u k's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help through to diner pass gas speaking how can i help [usr] hello i'm in business for an annual service from a british gas engineer a couple of weeks ago and one of the things he said was needed is the system needs new valves and needs a power flush new valves on the radiators on some of the radiators and a power flush i've got a quotation for the work and ii i now need to accept the quotation and book it but i don't want it going until spring next [sys] ok [usr] year when the weather's warmed [sys] who's [usr] up a bit [sys] done the quotation [usr] i'm [sys] who's [usr] sorry [sys] the who's the quotation come from [usr] it's come from british [sys] all [usr] gas [sys] right because you've come through to diner road [usr] i know well i couldn't i i went on the british gas site and they said if we were doing plumbing things rather than boiler things i should come i should book on the dino dino.com [sys] no if [usr] site that's [sys] if if [usr] why [sys] british [usr] here [sys] gas have done it for you let me just check that we've not got a record of it what's the postcode [usr] postcode is [pii] none of your people have been there was a british [sys] all [usr] gas [sys] right [usr] you [sys] it's [usr] know [sys] a bit [usr] somebody who somebody who services the boiler once a year [sys] it's british gas that need to you need to speak to would you me to put you through [usr] ok [sys] no problem [usr] who who will carry out the work i mean i know you you they own you now don't they [sys] we i mean we're part of british gas but it's it's just the internal process that it has to go through you see [usr] right well no no problem [sys] it would be it needs to go through to them first of all and then the chances are they'll probably [usr] right [sys] ask us to do it anyway but it's just the process that they have to have the jobs raised and everything i'll bob you through [usr] in internal internal [sys] that's [usr] politics [sys] the one [usr] i understand [sys] i'll just pop you through now thanks for pro protect hi good afternoon thank you for calling british gas you're speaking to [pii] from the services team how can i assist you [usr] hello my name's [pii] we had british gas annual service on our boiler a couple of weeks [sys] yes [usr] ago and the engineer that came pointed [sys] i [usr] out the fact that our system could do with a pow power flush and when we do the power flush he wants various quite [sys] wow [usr] a lot of the valves changing he sent us a quotation i've got the quotation now it arrived this [sys] yes [usr] morning and i want to i want to accept the quotation but i don't want the work going until s cos because the system [sys] no [usr] will be turned off for about two or three days while you do it i want it to be at least getting a bit warmer i'd you to do it april time [sys] ok no problem what's that i would have to put you through to our upgrades team they would be able to assist you and process the job for you ok [usr] ok thank [sys] no [usr] you very much [sys] problem just bear with me i'm gonna give them a call and then i'll pass you through to him directly ok [usr] thanks [sys] no problem if you are not calling about a chargeable upgrade quote or appointment for home improvements please hang up check the ok for the correct department good afternoon you're through to [pii] the home improvement team how can i help you [usr] hello we had a a british gas service carried out a couple of weeks ago on on our we we we've got the [sys] ok [usr] honker [sys] yup [usr] policy and the engineer when he came said that we could do with having a power flush and that some of our radiator valves needed changing [sys] right [usr] he gave [sys] ok [usr] us a quotation which arrived today and we [sys] alright [usr] want to accept [sys] let [usr] the [sys] me [usr] quotation [sys] get [usr] but i don't want the work to be done until spring because he says that the system's gonna be turned off for two or three days i want it to be at least a bit warmer before i do it can i accept [sys] that's [usr] it but not book or can [sys] let [usr] i accept [sys] me get [usr] and book [sys] some [usr] a date [sys] de [usr] in april [sys] let [usr] or [sys] me get [usr] what [sys] some [usr] should [sys] details [usr] i do [sys] off you and we'll have a look what's the first line of your address please [usr] [pii] [sys] [pii] and your postcode [usr] s [pii] [sys] s [pii] thank you thank [usr] [pii] [sys] you [usr] that's one [sys] [pii] [pii] bye [usr] [pii] [sys] and it's [pii] [usr] [pii] [sys] alright [usr] it's the the the account is in my wife's name [pii] [sys] that's fine i'm just not getting anything coming up for that let me just try something else [usr] do you want the [sys] i'll [usr] do [sys] check [usr] want the court [sys] that [usr] ref [sys] in a second if it doesn't come here we are [usr] right [sys] what what name did you say it was under [usr] i'm [pii] [sys] [pii] [usr] and it's under [pii] [sys] i [usr] my wife [sys] know i found out i couldn't find it the engineer has not put a space between postcode parts i've got it now right ok [usr] right [sys] let's have a look at this first of all [usr] i've got a letter reference [sys] no that's [usr] and a quote [sys] fine the quote [usr] reference [sys] reference [usr] if you need [sys] ends [usr] them [sys] in 1300 i got it here i've got it here the the quote is to flush the full central heating system supply and install a central heating filter and also supply and install 10 thermostatic radiator valves and eight new lock shield valves as well total cost [usr] i'm assuming lox [sys] the [usr] valves [sys] other side [usr] are [sys] of [usr] ones [sys] it [usr] that go at the end that the [sys] the [usr] thermostat [sys] other side [usr] isn't [sys] all of the work including parts labor fitting and a vat is £1574.84 [usr] that's right one thing you might not know this it depends on what about what your engineers do the the the the valves to be fitted on the end that [sys] huh [usr] the thermostat isn't are just screw screw valves why can't we have those at the other end as well and therefore pay a lot less [sys] did [usr] than [sys] you [usr] the [sys] ask [usr] thermostat [sys] for [usr] valves [sys] the thermostatic [usr] are [sys] valves [usr] no i didn't think he was gonna do thermostatic valves i thought he was gonna do turn off ones i mean is is there some i noticed that they there's no vat on thermostatic valves is that because that's the way you you you you're [sys] no [usr] leading [sys] no no [usr] to [sys] no the [usr] go [sys] reason [usr] because [sys] there's no vat on it [usr] all [sys] because [usr] right [sys] anything that contributes to energy saving which a thermostatic radio valve does there's no vat on energy saving devices it doesn't matter what it is it's not [usr] right [sys] just radio valves you if you if you ordered a a wireless thermostat from us for example that there would be no on that either because a thermostat is an energy saving device that's why if you buy light bulbs [usr] right [sys] led light bulbs they class the same because it's lower energy that's that nothing else that's the only reason there's no on energy saving devices [usr] right but in in in terms of the way the system works for quite a long time now i've got a few thermostatic valves on now and frankly they don't work i screw them off unscrew the thing myself and then screw them on again [sys] what [usr] which is what [sys] what [usr] i'm trying [sys] do you mean [usr] to [sys] to [usr] avoid [sys] do at work [usr] with this but i'm quite happy screwing the thermostat moving manually [sys] right [usr] moving a a valve if it's gonna save me about [sys] what what what [usr] quid [sys] what do you mean they don't work [usr] well the the the some something in them i usually there's a little [sys] huh [usr] pin thing underneath and [sys] right [usr] that pin is stuck he he had a look at them it it wasn't [sys] right [usr] his job but he had a look to see what to add vs and were in those [sys] right [usr] cases he said replace them and then and then the other places where the valves weren't thermostatic valves he mu he said well you might as well thermostatic valves but i mean i'm [sys] right [usr] happy screwing [sys] the reason [usr] them manually [sys] the pen gets stuck is because of the sludge in the system nothing else and [usr] right [sys] it only takes a minute particle of sludge to stick one of those little pains are that sensitive [usr] right well we've been told for some years now that our system is [sys] listen [usr] pardon the expression [sys] and [usr] full of crap [sys] and [usr] and [sys] every central [usr] and indeed [sys] heating system [usr] there is [sys] in [usr] a [sys] this country's [usr] flush [sys] got sludge in it there's no avoiding it it's just impurity in your water over time it sludge it doesn't matter where you live in the country if you've got a central heating system you'll have sludge on it to some degree but one of the areas that has first of all is if you've got thermostat radio well just simply because of the nature how they work that little pen rises and falls when the temperature hits i think it's wax it round about it melts and drops it stops at the water your boiler doesn't heat doesn't have to heat that as much water to send it through that's where you make the saving that's how it saves you money whereas if you're just [usr] right [sys] your normal valves then your boilers having to pump water to all of your readers constantly it costs more money to run that's where the that's where the energy saving comes in [usr] right there there [sys] without [usr] there [sys] a doubt [usr] is a point [sys] but also [usr] in doing [sys] it's [usr] the thermostatic [sys] entirely [usr] valves [sys] up to you at the end of the day do what i mean and you can only advise you on a one way of saving money is if you've got the thermostat it really evolves on you will save money and because then once you set the temperature on that valve then that that it won't go past that heat up get to that point cut off that way it will cut off it drops down to below that temperature valve opens back up again lets the hot water back in that's how it's saving you the money whereas your normal valve is open all the time do what i mean unless you shut it down with [usr] unless i shut [sys] the [usr] it [sys] the the thermostat valves then that takes care of that for you you just set which temperature you want in that room and that would allow you to be more controlling concentrate on the heat in the rooms you're going to use most it's a lot of places to a thermostatic radiator valve and they do the job very well as long as the system's clean that's why obviously and i can see i see [usr] right [sys] a lot of quotes this that once they've said to you right you can do is flush your system we'll put the filter on now what the filter then does is it can then remove a lot of the impurities in the water therefore keep your system a lot cleaner therefore [usr] right [sys] your your thermostatic valves can work better as well it's all connected it's not just a case of that that'll look good do what i mean [usr] right well in that case i won't i [sys] right [usr] won't i won't [sys] ok [usr] mess about with it then we'll just accept what you said here but ca but can i don't really want it doing [sys] right [usr] until cos the system works it just doesn't work very efficiently rather than shut off altogether in the [sys] because [usr] coldest part [sys] he has [usr] of the year [sys] said it's going [usr] i'd [sys] to take [usr] rather have [sys] about [usr] it done [sys] a day and a [usr] of [sys] half [usr] april time [sys] and to do all the work [usr] it is the the the printed quote that i've got doesn't doesn't have it but on on his thing that he did on his laptop it had the number of hours and it looked it was either either two men for two days or one man for 2.5 days [sys] right [usr] that [sys] well when there [usr] it [sys] is [usr] was [sys] a quote [usr] you [sys] that [usr] know well [sys] quote [usr] you count the [sys] you're [usr] number [sys] looking [usr] of hours [sys] at [usr] up by [sys] the time on it is 740 minutes all right 404 180 minutes is one full shift ok [usr] right [sys] the the quote's always [usr] right [sys] for one man [usr] one bullshit for one [sys] all [usr] then [sys] right if come [usr] right [sys] the time that you want it done and we can spare another engineer then they may send two engineers and we can get it done in less time but that that's the way that's the way there is a quote ok [usr] but really [sys] i would [usr] i should [sys] say [usr] expect [sys] a day [usr] the system [sys] and a half [usr] to be off for [sys] minimum [usr] for at least two days [sys] and that that's a lot will depend i'm gonna be honest with you a lot will [usr] right [sys] depend on how stubborn the sludge is it coming away ok right [usr] i think it would be stubborn cos we we had these comments before we got la last [sys] right [usr] year when we had the service we'll [sys] no [usr] have [sys] no [usr] to get [sys] listen [usr] that done in the [sys] it [usr] spring [sys] makes [usr] and we [sys] a lot [usr] forgot [sys] of sense [usr] and that's why [sys] now [usr] i'm ringing [sys] what [usr] up now [sys] i can [usr] to to [sys] do [usr] make the booking [sys] i'll accept the quote we've got it on the system that locks that price in all right now if you're talking about [usr] that's [sys] i don't [usr] all [sys] know did you say just right [usr] well i i was i [sys] march [usr] i was thinking [sys] or [usr] something [sys] april [usr] april [sys] time [usr] when's [sys] easter [usr] easter easter there [sys] keeps [usr] you go [sys] moving around [usr] middle [sys] isn't [usr] of april [sys] it [usr] sir [sys] right well what i'll do then if i just leave it as accepted you're gonna get phone calls about it ok because because if you accept a quote we have a team that [usr] right [sys] will go through these accepted quotes and call you up looking to try and book it in to avoid you getting the phone calls i'll move it to what we call a waiting [usr] right [sys] advice status now that then means that we're relying on you calling us back in we won't call you is that ok [usr] right no problem just one thing [sys] right ok [usr] it took it [sys] no [usr] took me a while to get you not obviously not your fault but [sys] no [usr] you [sys] no [usr] know somebody told me to phone dino and then dino said to [sys] right [usr] phone somebody else [sys] have [usr] and that's [sys] you [usr] somebody [sys] got [usr] else passed me to you how do i get [sys] have [usr] to you [sys] you got [usr] directly [sys] a copy of [usr] not [sys] the quote [usr] you [sys] with [usr] personally [sys] you [usr] but your department [sys] right there should be a telephone number on there [usr] i have yes [sys] that's [usr] the [sys] it now [usr] treble [sys] next [usr] [pii] [sys] to that right option three option three when you call that number you're given i think four or five different options you select option three that will get you straight through to the team that i work in the home improvement team [usr] right [sys] we are the only team that deal with these quotes if you select any other option you go round the houses ok [usr] right ok that's i it's it [sys] listen [usr] was obviously my [sys] it's easy [usr] fault [sys] to do [usr] but [sys] because [usr] then [sys] sometimes [usr] again i'm not [sys] the way [usr] [pii] [sys] that the word [usr] it must [sys] is [usr] have been all [sys] the [usr] that there [sys] options [usr] either [sys] you think you've picked the right one because i tell you why a lot of mistakes a lot of people make and it's no fault of yours or anybody if you have done it when you hear those options option two is if you would a quote a lot of people say i've got a quote that's the one i want and they had it no that gets you through to the home care team if you want an engineer to come out and give you a quote option three is if you already have a quote that's the one you want to pick ok right i'll put a note on that [usr] thank you very much i'll tell you what man i've i've i've been i've had to phone british gas many [sys] aye [usr] times [sys] no [usr] over [sys] thank [usr] the last [sys] you [usr] 12 [sys] very [usr] months [sys] much as i [usr] and [sys] say [usr] you've [sys] a lot [usr] been the most [sys] of the time [usr] helpful [sys] a lot [usr] of [sys] of [usr] all [sys] the time [usr] thank you very [sys] that comes [usr] much [sys] to if you get through to the right area it makes it easier it's when you don't get through to the right area and maybe prepare to answer the phone might not understand fully what you're asking for and end up sending you all over the place listen we get it all the time don't worry i will put a note on to say that you will be calling back in ok whatever time you decide if you want to if the weather gets not too bad [usr] thanks [sys] maybe a bit earlier and you think what the best time to get it done is when the weather's quite decent but i'm gonna be honest with you [usr] you [sys] well if [usr] you'll [sys] you're thinking let's [usr] you'll need [sys] just say [usr] what [sys] you say [usr] couple of weeks notice at least won't [sys] i'd [usr] you [sys] it done the first week in april i would say if you give us a call and probably second week in march all right we we can book up to four weeks in advance obviously [usr] thank you very much [sys] the more [usr] for your help [sys] time that we've got to find you a date the better if you give it if you use that a distance then we should be able to get you something [usr] right but particularly [sys] ok sir [usr] cos [sys] thanks [usr] you want [sys] a lot [usr] two days [sys] take [usr] next [sys] care [usr] to each other isn't [sys] bye [usr] it [sys] now [usr] ok thank you very much for your help cheers bye	0Appointment / Booking
[sys] good afternoon [usr] hello good afternoon mr speaking i live in the app with a block can you possibly have a look at it please [sys] you got you got a block dr have you right ok no worries have you used us before [usr] yes some quite a few years back [sys] right ok can i just take your postcode there please [usr] it s [pii] [pii] [pii] [sys] [pii] and the address please [usr] is it [sys] that [usr] number one [sys] number [usr] place [sys] [pii] is it [usr] [pii] [sys] right you're not coming up on the account not coming up on an account here ok [pii] is [pii] no worries [usr] that's [sys] can [usr] right [sys] i just take your name and a contact number please i got [pii] [usr] i said [sys] perfect [usr] go [sys] just [usr] us y [sys] if it's not with you sorry it should be with you by the [usr] the number is [pii] [sys] [pii] that's the [pii] postcode is it [pii] [usr] that's right how much do [sys] is [usr] you charge [sys] it thank you bye [usr] 41792 [sys] ok [usr] four [sys] no [usr] 1828 [sys] worries i will it's 100 and £70 to clear or attempt to clear pay with my card on completion and i'll get this booked in for you now yes [usr] 117 [sys] all right [usr] i'll [sys] ok [usr] leave it at the moment thank you very [sys] bye [usr] much bye bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team 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 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 welcome to dino my name's [pii] how can i help [usr] good morning sorry i didn't catch your name [sys] it's [pii] [usr] [pii] good morning [pii] my name's mister [pii] i've just seen your advert on the british gas website i've got an issue with my toilet system [sys] right [usr] it's a press button in the middle type flushing arrangement [sys] ok [usr] and it appears that when we're using it it's not always seating properly sometimes it does sometimes it doesn't obviously causing it to overflow but it overflows into the toilet i'm not getting a spillage is that something that you would be able to cover and look at for [sys] right [usr] me [sys] we can have a look at that for you it's just something that you'd be you'd need to pay for is that you don't have the british gas cover you just want to [usr] no [sys] do [usr] no i'll be saying [sys] ok that's fine but we can certainly have a look at that for you what we'd do is we'd book an appointment for you come out and have a look at it and give you a no obligation quote once we know exactly what's going on we can obviously let if it needs full replacement or just adjustment or something for it i mean how old is it do have you ever had it touched [usr] it [sys] or [usr] er well the toilet i've got no idea how old the toilet is but we've been here for 11 years [sys] right ok [usr] it's certainly [sys] right [usr] older than [sys] ok [usr] that [sys] no problem at all but i mean the the only reason i ask is obviously as they get older yes they get worn away worn inside in a lot of cases you can just replace internal washes and things to stop it anyway but no it shouldn't be it shouldn't be an issue to get that sorted for you i'm guessing we've never been out to you before they never needed us for anything no [usr] no [sys] ok let's have a seat and we'll get it sorted and what's your postcode there yep [usr] [pii] [sys] ok do give me a moment i'm just gonna create some details here and what's the first line of your address [usr] [pii] [pii] [sys] just gonna get it to assign it from this perfect your name and and it's your own home is it you own it as well as living it you not rent it or anything [usr] no no it has [sys] everything in that just gonna put a quick note in as to what's happening is into that and just while i'm in this section is there any vulnerabilities you'd the engineer to know about any medical issues or mobility issues or anything of anybody in the property ok [usr] my wife has my wife has dementia [sys] i'm just getting it assigned we get the right type of engineer we get a plumber rather than a drainage engineer i'm a joke be a moment just needs a lot of details in here before it tells us the important bit which is went i just the last couple of bits in those in the next screen which give us the capacity what we got in here i mean is that available to have a look today if you'd someone to come and have a look today or we can do another day this week ok [usr] today will be fine i've got one issue [sys] right [usr] because today my wife's at the daycare center [sys] ok [usr] and i i have to pick her up at three o'clock 10 [sys] that [usr] minutes [sys] sounds [usr] either [sys] a problem [usr] side of three o'clock it's just [sys] no [usr] down [sys] no [usr] the [sys] that [usr] road [sys] should be fine [usr] i'm ii i [sys] won [usr] would [sys] a second [usr] not be available [sys] what i'll do is i'll pop [usr] but [sys] a note in it i mean we normally ring at least 20 minutes if not half an hour before anyway let we're on the way but i'll put a note in it for you just saying [usr] thanks [sys] you'll be out quarter three quarter past for it and then give you a bit of for it one ok and what's the best number to give you a call on before we arrive yep yep [usr] [pii] [pii] [sys] yep [usr] [pii] [sys] put that one into that [usr] 303 [sys] what we'll do is we'll pop this through for today for you it's classed between now and six but as i say we will ring you before we arrive and they're aware available half an hour or around three o'clock for it and we'll come out we'll have a look and see if it's repairable or whether it needs to part replacing and we'll give you no obligation quote and see where you want to go from there if that's all right no problem we'll see you soon cheers thank you much [usr] brilliant [sys] thanks [usr] thank you very [sys] bye [usr] much indeed [sys] bye [usr] for your help ok bye bye bye	0Appointment / Booking
[usr] aye he won't or will [sys] thank [usr] he [sys] you for calling dino [usr] ok [sys] 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 can now book drainage services online in a few easy clicks visit dino.com for details [usr] does bland [sys] alternatively [usr] and that shut at the front [sys] please hold and your call will be transferred to a customer service advisor [usr] that at least [sys] we record calls for quality and training purposes [usr] this is [pii] [sys] my name is [pii] how can i help [usr] hiya i'm needing somebody to come out and then block a drain for me [sys] what problems have you got with a dream [usr] well it started off my shower wasn't draining properly but as i'm flushing my toilet it's all coming up through my shower [sys] right ok [usr] i've been [sys] ok [usr] out and checked [sys] some [usr] my [sys] sort [usr] manuals [sys] of information [usr] i've got four and one is blocked and i have tried to unblock it but it's it's full at the top [sys] it's not happening right and is that the only toilet you've got in the premises [usr] yes [sys] right that's getting unable to use either right what we can do then i presume you've got no home care cover with british gas or any [usr] no [sys] policy that covers your plumping and drains [usr] no [sys] no right if we get someone out today because it's the own toilet we class it as an emergency if they come out and do the envelope between now and 6 p.m. standard cost for the straightforward unblock is £237 [usr] £237 [sys] now that is 237 with it being a sunday that includes va t and it's payable by cash or card on the day of the engine we organized it for you that's before six if it's after six it's £286 and i can't guarantee whether it'll be before six i don't know how many jobs he's got how long it would take [usr] right [sys] but they would call you beforehand [pii] but hopefully it's 12 o'clock now we've got nearly six hours to get to the end of the job [usr] that's great [sys] if that's ok we'll take some details what's your postcode [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] yep [usr] [pii] [sys] and what's the address [usr] it's [pii] [sys] let see let me put that in the system i think i've got that postcode wrong is it [pii] or [pii] [usr] [pii] [sys] [pii] right [pii] no that's fine got it now and your name please [usr] it's [pii] [sys] right and obviously this is your domestic property [usr] yes [sys] is there anyone on the property that would be classed as vulnerable due to elderly young children health issues that this is affecting [usr] i've got a a daughter she's 10 [sys] right [usr] i don't know [sys] okey [usr] if that's [sys] doke [usr] as it or not [sys] no i think they say under five for children [usr] but [sys] what i mean because they can't understand the situation well obviously we'll still be out to you as soon as we possibly can it just i say it depends how busy the end of the year is et cetera et cetera how long each job takes but if i put it down as a vault only toilet it automatically will raise it as an emergency for today [usr] we've just moved [sys] now [usr] in [sys] what's [usr] i don't know how long they've been blocked to be honest [sys] right ok how long have you been there [usr] a couple of weeks or [sys] right whether or not there was an issue before i'll i'll try and check on once we finish this what's your best contact telephone number [usr] this one do you need me to relate [sys] if [usr] back to [sys] you [usr] you [sys] could if it [usr] [pii] [sys] [pii] [usr] [pii] [sys] yep [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] excellent put that in there right that's booked in as an emergency you will get a text message shortly confirming the booking reference number and also the contact number on there but that's the local office number who have probably now closed [usr] right [sys] if you phone it it comes through to us anyway but i say it's on there it will get dispatched out to the engine that's working in your postcode area they will then contact you to say right ok this is the situation i'm on my way what's the problem et cetera [usr] right [sys] and they'll discuss it with you and [usr] excellent [sys] i say cost wise today we quote 237 before six and 286 after [usr] ok one moment i'll just write that down 237 [sys] 237 was straightforward on bulk before 6 p.m. if it's after six pm it's 286 [usr] 286 [sys] that i believe that then they'll discuss this with you it normally covers the first hour but something this they can usually eight times out of 10 they'll do it in 1015 minutes it just depends okey doke [usr] great ok thank you [sys] no problem thanks very [usr] thanks [sys] much [usr] a lot [sys] that's what i was going to say hold on hold on a second let me just double check something for you as well whilst we're still here let me get rid of that one back in there because obviously if you want to be in the property a couple of weeks i don't know whether it's something you can go back to wherever you bought it from and say look wait a minute let's see if we had about it before 43 it is on the what was that that's 42 that's 47 no no there's nothing on there for this type of job it was [usr] no [sys] something [usr] worries [sys] else that was on there in fact you've got a job booked in have you for a hive [usr] yes we have [sys] right that's that's the only one that's on this there's nothing previously over the last two or three years [usr] right excellent [sys] okey doke [usr] ok thank you very much [sys] no problem thanks for [usr] ok [sys] your call [usr] thanks bye bye [sys] bye bye	0Appointment / Booking
[usr] i'm ringing [pii] [sys] thank you for calling dino rod partners with british [usr] thank you [sys] 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 speaking how can i help [usr] hello [sys] are you all right [usr] hi i'm just ringing up my name's [pii] i'm calling from a children's day nursery in [pii] and we've got a problem with one of our we think we've got a problem with one of our drains and [sys] ok can i take the postcode of where you are [usr] it is [pii] [sys] yep and it's the toilet that block is it [usr] i well i we've had a plumber out cos on monday it all started on monday when we had our downstairs we've got a toilet that toilet downstairs and we've got three children's toilets upstairs one of the toilets upstairs was constantly making a running water noise and then about 20 minutes later the downstairs toilet was just overflowing water was just pumping through and overflowing [sys] ok [usr] we cleaned it all up we had we did the owner of the building got a drainage specialist a drainage specialist a local company out they came and looked at it and said no there's not a problem it's all to do with your ball cock in the system that needs replacing it's nothing to do with the drainage it's just that the plumber's been out today fixed the toilet with the with a new ball coup and when we push the toilets upstairs again the toilet the water's rising again in the downstairs toilet and when we've turned the tap [sys] ok [usr] on in the downstairs in the downstairs toilet it's rising even further [sys] right [usr] we we think there's obviously a blockage somewhere [sys] right let me just check you don't have business cover with british gas for pluming in drains [usr] ohh i really wouldn't know i don't think it's with british gas no [sys] right ok and can i take your name again please [usr] my name's [pii] [sys] and it was the railway children preschool was it [usr] yes we're based [sys] ok [usr] in [pii] [sys] and is there anyone there with any vulnerabilities [usr] we've got a lot of children [sys] but [usr] we've [sys] no [usr] got [sys] no [usr] no [sys] scn [usr] no nothing no no external [sys] right [usr] major vulnerabilities [sys] right [usr] but obviously we've got a lot of children needing toilets and water to drink [sys] ok all our commercial work goes down as an emergency [usr] ok [sys] what will happen is the local office will contact you back just to make an appointment to come around and then discuss price and everything with you over the phone [usr] ok that's fine [sys] ok i'll send all the details to them now and now they'll call you back [usr] ok i mean we're open [sys] all right [usr] till quarter past six is it likely to be before then or you [sys] well [usr] don't know [sys] it pops up on their screen immediately as an emergency and [usr] ok [sys] as it's a commercial they know they have to call you back to confirm [usr] right [sys] everything [usr] ok [sys] all right [usr] that's [sys] then [usr] fine no [sys] all [usr] problem [sys] right [usr] thank you for your [sys] no [usr] help [sys] problem thanks [usr] thank [sys] a lot [usr] you [sys] bye [usr] bye [sys] bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks 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 on today no speaking to how can i help [usr] hi my name is i'm calling from [pii] [sys] i ok [usr] my god i blocked kitchen drainage [sys] ok have you got a contract with british gas for plumbing and drains or paying for this as a one off job [usr] he does want to have a job [sys] one off and it's a residential property [usr] it is [sys] it is indeed what's the postcode where you [usr] it [sys] are please [usr] is [pii] [pii] [pii] [sys] [pii] right what we do then there's no call out charge or an engineer would go out and look at it before they do any chargeable work they will confirm the issue and the fixed price from there you can say yes or no if it's a yes it's cash or card on completion if it's no then there is no charge [usr] ok [sys] now as an indication if it is just a blockage that needs clearing and there's nothing underlying causing the issue that needs sorting then the price he'll give you will be 170 including the vat to do the works but as i say engineer will confirm once he's seen it first hand [usr] ok [sys] ok fair enough do you want me to see when we can do it and go from there what's the first line of the address [usr] it is [sys] please [usr] three the orchard [sys] number three the orchard any medical conditions or vulnerabilities on site that are relevant we need to know no [usr] no nothing [sys] and and what's your first name [usr] just [pii] [pii] [sys] i got you up early and your surname early [usr] almost hm is [sys] [pii] best contact number for you [usr] [pii] [pii] [pii] [pii] [sys] [pii] perfect right give me 60 seconds then i'll see when it would be right be we'll be looking at a week on monday at the earliest [usr] or we call monday i do [sys] the nine hundreds [usr] it is it is already blocked me let me see any 24 seven more available things don't worry i'll call [sys] i i mean [usr] i [sys] it is it it is depending on availability but that's what we'll be looking [usr] ok [sys] at at the moment [usr] no [sys] i'm afraid [usr] no worries mate i'll get back to you [sys] right sorry about [usr] i [sys] that you take care	0Appointment / Booking
[usr] to [sys] thank you for calling dino plumbing yorks and links please note all our calls are recorded for training and monitoring purposes please wait to be connected to the next available member of our team thank you [usr] you what sorry he want some northern pow tape i was just gonna see if anybody could see if we've got any i couldn't see any but i know sometimes we odd we have odd roll out there [sys] good afternoon [pii] speaking how can i help [usr] hi there do you get involved in soil pipe repairs [sys] no is it above ground or underground [usr] it is it's above ground [sys] above ground your home and what post code are you in [usr] sierra 75 6 echo x-ray [sys] we can provide a quote or if you have a british gas home care agreement they can raise a job for you for us to come and have a look and [usr] a quote [sys] and see if we [usr] would [sys] can [usr] be [sys] do [usr] great [sys] anything [usr] i i haven't got british gas it's it's my mum's old house and she's passed away but i need i i it's it's leaking i just need a job i need to sort really [sys] right ok is that [pii] [usr] six e x echo x ray [sys] [pii] let me just see when we can get a quote done for you bears a second [usr] i'm hoping it's just half [sys] right i can i can get one of our repair engineers out to you tomorrow if that's [usr] excellent now i do have to come to work but i can leave the back gate open you can [sys] right [usr] see this is the back of the house [sys] right [usr] i'm hopeful cos the top pipe coming down from the roof looks fine it's where it joins the coupler then it's the other pipes coming into it that's where it's leaking quite badly [sys] when your bathroom goes into your soil stack for your was [usr] it's that bottom two thirds or whatever or that needs replacing but that'd be fantastic if you could get me a quote [sys] that's not a problem it's around the back of [usr] it [sys] the property [usr] round the back i'll leave the gate open cos it only it locks from the inside i'll i'll i'll stagger the gate open and [sys] right [usr] make sure [sys] ok [usr] it's open [sys] if i can start with your name then please [usr] it's [pii] [sys] and the address of the property [usr] [pii] i'm sure it was at all [sys] s [pii] contact telephone number please [usr] double 717 zero double nine two double six [sys] [pii] and do you right ok do you want him just to post it through the letter box when he's there [usr] that'd [sys] or [usr] be that'd be fabulous if you could and then i'll be in touch [sys] no problem right [usr] but if it if it's a go or what how busy are you what timescale you're looking at [sys] quite quickly to be fair obviously not the [usr] fucking [sys] day after but we could potentially do it within the within the week [usr] that's fabulous thank you much for your [sys] not [usr] help [sys] a problem ok all [usr] all [sys] right then [usr] right [sys] leave [usr] then [sys] it with [usr] thank [sys] us then thank [usr] you [sys] you bye [usr] bye	0Appointment / Booking
[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services 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 [usr] the key is how do we get them [sys] we record calls for quality and training purposes good morning you're through to [pii] here at [pii] how can i help [usr] hi there i've got a an external drain blockage just inside the kitchen i i don't think it's it's nothing [sys] ok [usr] to do with the kitchen i think it's with the drains er the the roof drainage down as it were [sys] ok your down pipe has ended up blocking the drain at the bottom [usr] i think [sys] ok and do you have any form of british gas home care cover with us or is this a one off booking [usr] i think i've got home care [sys] ok [usr] is [sys] ok [usr] that is [sys] and [usr] that british [sys] does that [usr] gas [sys] have trains [usr] i think but this is probably just gonna be one off booking i think [sys] it we're not allowed to book it on if you have home care cover you've got to go through your home care [usr] ok [sys] we can't book it on as a one off because we supply the plumbing and drains for the home care [usr] ok i i don't [sys] i can [usr] think [sys] transfer [usr] i don't think i think i might have er lapsed on home care cos i've just heat pump put [sys] what's [usr] in [sys] it what's the postcode [usr] [pii] [sys] and the first line of the address [usr] [pii] [sys] and just confirm your name for me [usr] [pii] [sys] ok let's have a look ok no it's not coming up in there that's fine if it's a one off chargeable job prices start at 100 and 70 and that includes va t and that's paid on completion of work by cash or card to the engineer [usr] ok they [sys] he said it's just the the kit the drain [usr] it's nothing to [sys] that [usr] do [sys] comes [usr] the kitchen [sys] down to [usr] it's it's no food er blockage it's just a it's a drainage thing from the roof i think it might i i [sys] ok [usr] tried to clean it myself it's it's obviously not worked your name [sys] and just confirm your name for me again that's why i apologize [usr] [pii] [pii] [sys] and would it be yourself that would be there when the engineer arrives [usr] for the vaccination [sys] and what's the best contact telephone number [usr] er [pii] [pii] [sys] ok this blockage isn't affecting the use of anything your toilets bathing facilities [usr] no [sys] as [usr] no [sys] you mentioned [usr] no [sys] it's [usr] no i no [sys] just [usr] i say it's just a down down pipe from the er guttering on the roof [sys] right i just put some notes on here now for the engineer and then we'll check that availability for you ok [usr] ok talking thanks more than a million [sys] anybody there with any vulnerabilities that we might need to be made aware of [usr] no foundation screen [sys] that's fine and there's nothing overflowing from the drain at all [usr] no no no no it just it just not the the drain itself is overflowing but there's nothing coming back up from it no [sys] ok that's fine let me just check the availability now for you it won't be a moment is there a day that might be better suited of course we try and accommodate where possible [usr] no as soon just as soon as possible [sys] no ok the next availability that i've got would be this afternoon at the earliest or it's tomorrow or thursday or friday [usr] but this afternoon's good [sys] i can book it over this afternoon for you that's fine [usr] more [sys] the engineer would give you a call when they're on their way just to advise how long they'll be before they arrive at the property and you'll receive a quick text message from us just to confirm the booking with a reference number and our local offices contact number as well ok [usr] thanks very much [sys] not a problem at all have a nice day [usr] well i thank you	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two 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] at how can i help [usr] hi there just wondering if i could have a quote for a engineer to come round and unblock some drain well a drain we've got a fly problem there a bit fruit flies but they're all coming up through the sinks in the cafe [sys] right ok is it a commercial property [usr] yes [sys] ok and just to clarify there's no home care cover at the property you say [usr] no [sys] with british gas ok what's the post code of the property [usr] give me two seconds [sys] ok [usr] [pii] [sys] [pii] is that si [pii] [usr] [pii] [sys] or [pii] [usr] [pii] [pii] [sys] [pii] ok in regards to commercial properties i'll just explain to you what happens we take all the information when we take all the information we pass it over to our local office our local office will then contact you in regards to when they can attend and what the pricing for the work will be is that ok [usr] perfect [sys] ok i'm just going on to our booking page moment in regards to payment is there someone who can make the payment the billing address the same as the address we will be sending [usr] no it's we've got an account set up with [pii] and it goes through through the account [sys] what's the post code for the account that we [usr] it is [pii] [pii] and it's deep beat entertainment [sys] brilliant thank you and who contacted the entertainment [usr] it'd be purchase hyphen orders at deep beat entertainment dot com and it'd be [pii] [sys] [pii] and what's the contact number [usr] [pii] [pii] [sys] hold on one moment i've got a different one sorry i'll be [usr] wait [sys] two moments [usr] hang on have you got i mean you can let me just have a look have you got one ending in [pii] [sys] no i'll give me two minutes i'll just take that [usr] that [sys] for maybe two seconds to get it together right ok two seconds sorry about this if i go quiet the systems are just a little bit slower for [usr] that's ok [sys] me go in detail but ohh what's it doing there we go i found it and what was [pii] number [usr] [pii] [sys] yep [usr] [pii] [sys] brilliant ok and the post code for it's a ok and what's the first line of the address that we'll be attending [usr] it's park live cafe west park [sys] west park cafe on [pii] sorry about this park and who would be the site contact when attending the cafe [usr] her [sys] sorry less and what's his surname [pii] and the best contact number for himself [usr] it is [pii] [sys] [pii] [usr] [pii] [sys] -huh [usr] [pii] [sys] thank you [pii] thank you i'm just going on to our job booking page up to moment no from the property is drain are coming up from is that correct [usr] from drain coming up through the sink [sys] and i suppose at the kitchen sink [usr] yes [sys] are you still able to use bathing facilities within the [usr] no [sys] premises [usr] we've closed the cafe cos they're that bad [sys] right ok i have to close they're annoying mule flies though aren't they [usr] they just come out overnight but they're they're everywhere you can't sit and eat and cook in there they're just everywhere [sys] the inconvenience of the whole world flies as any signs of the toilets or the sinks slow draining [usr] not as far as i'm aware no [sys] ok what will happen now is i'll send this information over to our local office and they will be in contact to discuss it further you should get a phone call on the number that's been provided within the next couple of very soon we [usr] ok perfect [sys] that they can put the appointment in and they will discuss the pricing as well is that [usr] amazing [sys] ok [usr] thank you very much [sys] you're very welcome anything else i can help you with [usr] no that's everything thank you [sys] all right [usr] bye bye [sys] take care	0Appointment / Booking
[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing service did that you can now book drainage services online in a few easy clicks visit dino.com details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year hello you've reached [pii] how can i help [usr] hi i've got a blocked drain [sys] is it inside or outside the property [usr] outside [sys] is it the manhole [usr] i don't know where it's a a square thingy [sys] or is it a little square is it a pipe that's going into it or something is it overflowing at all and is it normal water or is it wastewater [usr] it's wastewater [sys] do you have british gas and care policy that covers [usr] no [sys] your plumbing [usr] i don't no no [sys] is [usr] i'm [sys] it a domestic [usr] looking [sys] property can i say the postcode [usr] [pii] [pii] [sys] i get the first line of your address please [usr] [pii] [sys] [pii] [pii] [usr] sorry [pii] sorry [sys] right [usr] i'm i'm i'm i'm all of a tether sorry [sys] no boys sure it's good right [usr] do how long they'll be [sys] well we can pop it in for today and ideally it will be anywhere from now and in between now and four hours [usr] ok [sys] but there is potential could be anywhere from now until six o'clock it just all depends on [usr] ok [sys] it but we can get it in for today because it's it's wastewater [usr] ok [sys] that's coming up i can take your name pal [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] and [pii] and still best contact number [pii] at the end and is there anybody with covid shielding from covid or any vulnerabilities on site [usr] none at [sys] no [usr] all [sys] are you happy with payment on completion either cash or card [usr] that's right how much is likely to be [sys] the including va t it's 100 and £80 for today [usr] that's fine no problem at all is there any way i can fast track it by paying more [sys] what do you mean [usr] is there a premium service that you offer or anything [sys] i don't [usr] that [sys] believe [usr] ok [sys] i can give i can give you a low cost of the number at the end and you can potentially ask that question to them it's it's them that's gonna be coming to you [usr] who's [sys] it's [usr] coming [sys] the from the local office this is head office you've called to and then gets [usr] ok [sys] assigned to a local office around your area [usr] ok ok [sys] i'm not gonna be available today [usr] yes [sys] right that's all confirmed for today and i'll give [usr] ok [sys] you this [usr] thank you [sys] the number for them [usr] and they will definitely come today will they [sys] it should be [usr] ok [sys] hello tv the number do you want to set this down it's [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] that's [pii] [sys] that's the one [usr] thank [sys] no [usr] you [sys] problem [usr] much [sys] at [usr] indeed [sys] all no [usr] thank [sys] worries bye [usr] you [sys] bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] what do you think of an old [sys] we [usr] dog [sys] record calls for quality and training purposes [usr] what do you think of my old book [sys] good afternoon you're through to [pii] at dino how can i help [usr] well it is an emergency really my son's home he's got sewage coming up through into his conservatory through where where his washing machine up drain comes up it's obviously blocked underground underneath and [sys] ok [usr] there's [sys] and [usr] there's 62 [sys] who [usr] weeks [sys] would be paying for the bill yourself or your son [usr] no well it is it is he does rent obviously i don't she's on about claiming off the insurance and didn't know whether you'd whatever but i will we will pay today and she'll just have to claim it back won't she [sys] right ok would it [usr] in [sys] be [usr] wait [sys] yourself [usr] in [sys] that making the payment [usr] yes i can make the payment yes [sys] right ok because if you want to claim it back then they may have the problem in regards to claiming it back if it's in a different name [usr] right ok [sys] just [usr] you [sys] to make [usr] mean [sys] you aware of that [usr] you in your journey to have to claim it back [sys] if if if [usr] well i talk [sys] whoever needs to claim it back from the same insurer or anything that they may not accept the claim back if it's in a different name it's just to make you [usr] ok [sys] aware of that [usr] well [sys] if you make the payment and it shows as as as the contract and the job was all in your name then it might be a bit more difficult for them claim it back [usr] ok [sys] because if [usr] well [sys] they've got any insurance their insurance with arrange for someone to come out [usr] she lives in [pii] she [sys] right [usr] lives in [pii] at pre but what i can do is i can get her details i'll get [pii] i'll i'll get back on to [pii] and give her details and then i can give her her name and details [sys] we'd have [usr] because [sys] to we [usr] that [sys] have to speak to we can't put people's names and details down that's the thing we have to speak to the person we're speaking to to [usr] right [sys] put the details down [usr] ok i'll [sys] i can [usr] need to go [sys] book [usr] back [sys] the appointment in with yourself but it's just to make you aware if you are planning on claiming the money back that is just to make sure with the insurance that they are aware of that and they are happy to go ahead with it being paid [usr] or how about [sys] by someone else [usr] right if i if i take a direct number to you and [sys] yep [usr] then i'll just contact [pii] straight away and she can phone you up would [sys] that's [usr] that [sys] fine [usr] work [sys] that's fine [usr] ok [sys] is the number that you have called today is it have you or have you been transferred over to us [usr] i just had diner rod and then i got option one and then you came on [sys] yes it's just the number that you dialed today have you still got number in front of you [usr] well it's on my phone yes [sys] it's just that [usr] tell [sys] number [usr] me more about [sys] it's just that number and we're open 24 hours we can always book an appointment in [usr] ok would what i'm saying is i wouldn't get you again though would i [pii] [sys] no [usr] would [sys] you'd [usr] to [sys] get [usr] explain [sys] someone [usr] the [sys] else it could potentially come through to me but there's numerous amount of people on this phone line [usr] ok right i'll i'll i'll give you this number [sys] all right [usr] and then i'll get ring direct [sys] no worries take care [usr] ok [sys] bye bye [usr] bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy 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 talk to how can i help you [usr] ohh hello is that [pii] did you did [sys] sorry [usr] you say [pii] is that did you say [pii] [sys] no this is [pii] [usr] and and what what's your name [sys] my name's [pii] how can i help [usr] [pii] [sys] you [usr] hi [pii] a couple of moments ago i was talking to a guy called [pii] no at at british gas at dina rod alex [sys] well i have no idea who [pii] is we're [usr] he [sys] how [usr] you work [sys] can i help [usr] him [sys] you [usr] and while he was trying to put me through to british gas [sys] right ok are [usr] and [sys] you a british gas customer sir [usr] and i got through [sys] ok [usr] and the guy couldn't hear me there was i he couldn't hear what my call at all [sys] ok i'm sorry about that [usr] don't [sys] right [usr] worry [sys] ok i'll i'll put you what are you what are you trying to do sir are you trying to book a dino [usr] well i got [sys] engineer [usr] a leak i got a leak [sys] right [usr] and and [sys] but [usr] then [sys] you've got a contract you've got [usr] and [sys] a contract [usr] i got [sys] with [usr] a contract [sys] british gas [usr] with [sys] that right ok i'll put you back through i can't book it here one minute [usr] no [sys] thank [usr] i know [sys] you [usr] that [sys] give me a minute thanks [usr] you then [sys] good afternoon thank you for calling how may i help you today please [usr] ohh hi what was your name [sys] [pii] [usr] sorry [sys] it decide [usr] [pii] hi [pii] can you hear me this time cos i think i tried to get through a few minutes ago and you couldn't hear me can you hear me now [sys] ohh no i can hear you [usr] alright do you want my contract number [sys] yes please if you've got that handy please [usr] 91 triple zero [sys] 91 triple zero [usr] 935 176 [sys] 76 thank you and your name and address please [usr] my name is [pii] and the address is [pii] [pii] [sys] [pii] just loading your details sir sorry that's not coming up here that's [pii] and then what's the post code please [usr] [pii] [pii] [sys] the house number you said is [pii] right [usr] [pii] [sys] and are you the policy holder [usr] yes [sys] ok i think you just give me one moment ok right just loading your details now just [usr] that's [sys] give [usr] ok [sys] me one [usr] thank [sys] moment [usr] you for [sys] please [usr] it [sys] ok yep got it here sir thank you very much how can i help you today please [usr] we've got a leak i'm afraid [sys] leak and where's the leak coming from sir [usr] from a radiator in the bathroom an upstairs [sys] it's a leak [usr] radiator [sys] from the radiator [usr] and it's coming from the bleed valve [sys] leak from the upstairs radiator to [usr] bleed valve [sys] ok just give me one moment and does that leak all the time or only [usr] yes [sys] when it's [usr] and [sys] on [usr] and quite fast fred it started [sys] that [usr] sometime during last night it started sometime during the night and we know that because we got up to go to the toilet in the morning or in the middle of the night and the bathroom floor was flooded water all over the bathroom floor at that stage i we put a cloth over the bleed valve cos i can't close it it it won't stop and [sys] right [usr] put a cloth over it and we we've collected the water since it now drips down into a bucket but it's still dripping and still dripping quite fast [sys] it's still [usr] but [sys] dripping [usr] it's [sys] quite [usr] also soaked through the ceiling of the downstairs room and into the plaster board of the ceiling of downstairs [sys] all right how long this has been leaking for sorry [usr] well it wasn't leaking yesterday evening but it was leaking during the night [sys] the light [usr] some [sys] see [usr] some time [sys] you [usr] during the night is when it must have started [sys] i [usr] and [sys] see [usr] it must have started quite quite early in the night because it was very flooded first thing in the morning [sys] have you managed to put something underneath for them to contain [usr] well [sys] the leak or [usr] we've done we've done that now or at least we did that this morning i i did try and ring british gas this morning but i must have been phoning the wrong number because all i kept kept kept getting was this thing about all of our advisors there's no service for the weekend or whatever which i thought was odd i've just [sys] hm [usr] phoned [pii] and they put me through to you [sys] ok for the king and this is from the upstairs you said right [usr] yes [sys] it's [usr] the [sys] upstairs [usr] upstairs the upstairs bathroom [sys] ok bathroom this radiator is in the upstairs bathroom [usr] which is why it's soaked through the ceiling for the room below [sys] right and now you just you said you just have placed something underneath there to contain the leak right [usr] well yes we we yes we put some we we we we're containing the leak we're catching it in a bucket now [sys] right ok ok yes that's from the bleed wall you said your right hand is the [usr] it's [sys] actual [usr] from the [sys] leak [usr] blue valve [sys] right eye ok just give me one moment sir bye if you have got a available for tomorrow then all the appointments are between 12 and six [usr] tomorrow [sys] between 12 and six sir [usr] ok [sys] from between eight and six sir we can do sir from morning onwards sir from eight o'clock would that be ok sir [usr] well eight o'clock would be fine [sys] wait just give me [usr] the [sys] one moment [usr] only thing is that there may not be anybody here till about half past eight but it'll be fine well i'll manage if you [sys] all [usr] tell [sys] right [usr] me somebody's coming at eight o'clock i'll make sure that somebody's here [sys] sure just give me one moment i'll just ok hold me wrong just give me one moment [usr] that's ok [sys] just the constant drip right from the wall [usr] well it's more than a drip it's quite it's quite a lot it's it's [sys] the [usr] but [sys] constant [usr] it is [sys] fast [usr] yes [sys] trip [usr] yes it's a constant drip from the valve [sys] from the [usr] quite fast [sys] i fast trip from the and you said it has caused the doubt on the ceiling as well sir [usr] the room underneath it it's it obviously before we realized it was leaking it's it's soaked through somewhere quite how i don't know i don't know how [sys] hm [usr] it got through but it's obviously got through [sys] right one and the number you're calling from now that's your main contact number [usr] i think [pii] i think you've already you've got my mobile phone number as well [sys] is ending with [pii] for the one [usr] ending in [pii] yes [sys] right ok ok and parking all right the parking restrictions [usr] absolutely [sys] then [usr] no no problem whatsoever [pii] no problem [sys] thank you as you said it's a fast drip we'll book it at the [usr] yes initially it was when we when we first discovered it it was a it was spraying out in [sys] right [usr] a very fine spray against the wall and it had obviously been been spraying out most of the night i should think because as i said [sys] i see [usr] there was a big flood on the floor and i couldn't make the valve any better i couldn't stop it we rigged up a little system to try and collect the water when it drips and [sys] i see [usr] the the [sys] but [usr] damage has all been done during the night i'm afraid [sys] i see but it but that something can be isolated now or still leaking [usr] i can't i there's no way i can isolate it no [sys] they they you can isolate [usr] i've [sys] for [usr] turned [sys] i think [usr] off the i've turned off the inlet valve and i it doesn't make any difference [sys] you don't know [usr] can't [sys] they leave [usr] isolate [sys] august [usr] it [sys] right ok ok i love it's been it still causing the damage right the water is still leaking but you have not put something in the need to contain the leak and you have to [usr] yes [sys] empty [usr] i [sys] the containers [usr] i believe [sys] there [usr] i believe the damage has already been done and i'm hoping that what we've done since is preventing the damage getting any worse [sys] just ok how frequently now you have two empty the containers are the one which you have is it [usr] a it's a wastepaper basket a surprise size container we're probably emptying it every hour and a half two hours [sys] right tomorrow or something [usr] quite a lot of water [sys] quite a lot of water still coming ok have you turned the water off there from the main from the tap [usr] no because we need the water in the rest of the house [sys] sure alright thank you ok just if they say it will be any time before 11 pm tomorrow sir [usr] ok [sys] but [usr] that's great [sys] depends they might get in touch with you today say any availability before sir they might [usr] smash [sys] get [usr] it and [sys] in [usr] that'll [sys] touch [usr] be lovely [sys] with you [usr] no i i'm here [sys] any time from now as well sir [usr] thank [sys] technical [usr] you much [sys] that could be any time between now and and one pm tomorrow but they will call you on this sir do you want me to put your mobile domain number then right sir [usr] yes [sys] or [usr] please put that one in as well [sys] right thank you [usr] and [sys] sir [usr] the the actual booked time is tomorrow [sys] between [usr] morning between eight o'clock and one o'clock [sys] one that that's fine sir but i said the chance [usr] is that [sys] that [usr] right [sys] they might get in touch with you sir this evening [usr] ok [sys] as [usr] good [sys] well [usr] lad [sys] if you only availability [usr] alright [sys] they can contact you sir [usr] ok [sys] but all confirmed [usr] alright [sys] sir [usr] alright thank you very much [sys] no problem anything else i can assist you today [usr] that'll [sys] or [usr] do that's enough thanks [sys] thank [usr] [pii] [sys] you [usr] you're a good [sys] you're [usr] chat [sys] welcome sir take [usr] cheers [sys] care then [usr] then [sys] thank you sir [usr] bye [sys] thank [usr] bye [sys] you bye	0Appointment / Booking
[sys] thank you for calling dino rod partners [usr] yes [sys] with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you [usr] one [sys] 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 good afternoon welcome to dino you're [usr] hi [sys] speaking [usr] there [sys] to [pii] how [usr] i [sys] can i help [usr] have [sys] you [usr] a drain issue in my bathroom originally the toilet was just filling up but the shower is filling up now it doesn't drain away properly and you can see when you flush the toilet you can see water coming up in the bath as well [sys] all right right thank you can i ask if you have any home [usr] no [sys] care cover [usr] i don't [sys] with british gas at all no thank you may [usr] it's [pii] [sys] i take a note of your postcode please [usr] [pii] [sys] sorry [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] ok thank you yes [usr] no worries [sys] thank you very much a couple of seconds thank you please thank you i'm sorry what's [usr] it's [sys] what's [usr] [pii] [sys] the first line of the address please [usr] [pii] [sys] thanks again thank you good heavens [pii] what are you doing sorry [pii] you said yes is that right thank [usr] [pii] [sys] you for that can i take a note of your name please [usr] [pii] [pii] [sys] can i take your surname maybe if you don't mind thank you very much and can i ask you just to confirm the best phone number [usr] it's [sys] for our engineer [usr] [pii] [sys] to be ringing when they're on the way [usr] [pii] [pii] [sys] thank you very much indeed thank you sorry there [pii] do you have a would you happen to have an email address [usr] yes [sys] i can take [usr] it's [sys] a note [usr] [pii] [sys] at all [usr] [pii] [sys] thank you very much indeed purely [usr] that's fine [sys] purely in case we need to get to give you definitely [usr] thank you [sys] not bless you you're right excuse me is it sorry is there any suey [usr] any [sys] spilling [usr] what sorry [sys] out anywhere at all [usr] no [sys] any toilet [usr] no [sys] waste spillage or sewage no can you [usr] not [sys] use your toilet [usr] really well you can and then it just doesn't flush away and then it slowly drains over about a period of an hour [sys] right [usr] no [sys] right you can't really use your toilet i'm only asking because dino would treat it as an emergency if there's any sewage being spilled anywhere in in or around the property or if you haven't got a working toilet and you [usr] no and it's [sys] and [usr] my [sys] you [usr] only [sys] sound [usr] toilet [sys] you haven't [usr] as [sys] got [usr] well [sys] a working toilet to be fair yes that's right thank you very much thank you sorry is anybody in the flat in the [usr] no [sys] flat considered to be vulnerable at all thank you we can get a job raised for you we can get a job raised as as an emergency job which we attended today i [usr] ok [sys] ju i can't give you a time of attendance i do apologize only just to the what we what we do is we get the engineer to call you when they're on the way when they're about 20 minutes away the engineer will give you a ring on your mobile [usr] and [sys] number [usr] i just [sys] and [usr] ask [sys] just say [usr] they [sys] right [usr] come [sys] i'm on [usr] over [sys] my way now [usr] cos i had a guy [sys] that's [usr] out [sys] ok [usr] who said i can't fix it he was rubbish but he i was still charged are they if they come over [sys] right [usr] do i get a quote or will i be charged automatically [sys] i can well the cost of a routine unblocking will will be do i say will be today 2 202 £137 which we ask you to pay the engineer on completion the engineer engineer gets gets your property and you tell them what the issue is and they have a look and they don't do any work then there's no charge [usr] there's no problem [sys] cos there's no call out fee it's only if they start the work there's only if they start the work that you would [usr] ok [sys] that they [usr] fine [sys] would ask you [usr] ok [sys] to ask you to pay [usr] that's fine then i can i can [sys] is that all [usr] explain [sys] right thank you very much [usr] to [sys] thank [usr] him [sys] you [usr] what the guy said earlier and said he said he couldn't do it [sys] of course [usr] and then if he says i might have [sys] of course [usr] the same [sys] you can [usr] issue then i've got to make the decision then i guess ok fine ok [sys] hey just just make i would i i don't telling people what to do but make sure you have that conversation [usr] i will do [sys] before [usr] i will do [sys] before any works come here thank you p have you got a pen handy just i [usr] thank [sys] can ask you to take [usr] you [sys] a note of [usr] one [sys] the booking [usr] of the things [sys] reference [usr] the guy said earlier is that he'd need to take the toilet [sys] thank [usr] out [sys] you [usr] to be able to look properly but he couldn't do that do if the people that [sys] right [usr] will come round are able to do that if that is the case [sys] our engineers our drains engineers should be able to take the toilet out it it depends if it's if it's boxed in if it's i don't know obviously i don't know what toilet you've got but they should be able to and if they can't they can't do it there and then then we'll get somebody back tomorrow morning to get it sorted out but obviously it's it is a bit most important for you just to be honest i wouldn't say i wouldn't say that to engineers just say that somebody come up somebody called the you've got somebody else in and they said this this and this and but they can't do it let and s [usr] ok [sys] sorry [usr] ok [sys] see what [usr] that's [sys] they say [usr] fine thank [sys] to that [usr] you [sys] if that's ok brilliant have you [usr] sorry [sys] got that pen handy [usr] yes two [sys] did you [usr] seconds [sys] say sorry no it's all right don't worry don't worry at all [usr] what's the latest they can end up coming out do ok fine [sys] i don't know i i generally don't know i mean i mean normally on a on a on a on a day it would be the the engineers would work 8 a.m. till 6 p.m. and then [usr] i [sys] the out of hours engineers would take over but at weekends it's different and they tend [usr] ok [sys] to have [usr] fine [sys] them on call it may well if that if that doesn't sound now after what i've said it may well be that the engineer who will attend your property has had 10 jobs and haven't done anything since two o'clock he's he's he's he's waiting is at home waiting to watch the football or to come out and do another job and that happens quite a lot or or you may have another 15 jobs to do but i [usr] ok [sys] said [usr] ok [sys] we will [usr] all [sys] get him [usr] right [sys] to give [usr] thank [sys] you a ring [usr] you what was the reference number [sys] yes certainly it's letters and then numbers it's letters are dywo and the numbers are three double six zero [usr] ok thank [sys] double [usr] you [sys] 47 [usr] right [sys] you're very welcome that's it that's all booked in and [usr] ok [sys] the next [usr] thank [sys] contact [usr] you very much [sys] will [usr] bye [sys] be the engineer [usr] bye [sys] giving you a ring [usr] bye bye [sys] thanks for your time baby take care thank you very much bye bye	0Appointment / Booking
[sys] thank [usr] thank [sys] you for calling [usr] you [sys] dino rod partners with british gas please listen to the options carefully we can get you to [usr] you [sys] the [usr] to [sys] 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 [usr] two [sys] that you can now booking services online in a few easy clicks visit dino.com for details alternatively please hold your call will be transferred to a customer service advisor we record calls for quality and training purposes good evening thank you for calling dino you're speaking to [pii] how may i help you [usr] hi there ridiculously my at my parents to stay last night and this morning was the toilet seemed to be backing up a bit and we realized that i think my dad managed to knock in we have one of those plastic fittings on the side of the bath putting through the smell and stuff and he's obviously managed to knock it off last night and flushed it down the loo and it's blocking [sys] right [usr] the boiler and i can't i've tried with a hanging myself to get it out and we can't i mean it's it's it's it's it's stuck in the pipe i think we just need to get someone over to with [sys] ok [usr] proper [sys] no problem [usr] equipment and push it through it's it's definitely not i've been outside and the drain outside and it's definitely that's all flowing fine it's definitely the issue is is our it's in our pipe between there and [sys] ok [usr] getting out of the drain [sys] no problem can i ask do you have british gas home care cover [usr] no we don't sadly [sys] that's ok and can i just take your postcode to check we're booking in your area [usr] of course you can it's [pii] [pii] [sys] and is it domestic property it's a house where you live [usr] it is it's our house that we own [sys] we are booking in the area that's no problem have you a working toilet [usr] we don't know [sys] it's the only toilet in the property [usr] i was 5.5 [sys] ok do you need somebody out this evening or tomorrow [usr] i mean if if there's a chance to get someone out this evening i guess it'd be it'd be great too it's a bit ridiculous i mean it it it probably just about flushes but it just it just feels a bit feels a bit of a high risk maneuver [sys] ok the price for a standard unblock for this evening would be 225 [usr] right [sys] if it were tomorrow it's 100 and 80 it's weather this evening you only flush liquid down there and just bagged any solids or i can get somebody out this evening that's your choice [usr] it's only 45 quid difference [sys] yes [usr] let's let let's let's get it done this evening let's just get it done it's just [sys] ok [usr] too painful let's just get [sys] no [usr] it done thank [sys] problem [usr] you thank you for for giving us the option though [sys] that's ok can i take your surname please [usr] of course you can it's [pii] [pii] er [sys] and can i take your first name [usr] [pii] [sys] is it ok if i call you [pii] [usr] or [pii] [pii] i don't know why i gave him my [sys] ok [usr] social [sys] it's probably because you've had your parents there and something naughty it's [pii] [usr] that's exactly right and that's exactly what it is well i'm looking forward to telling my dad that he managed to splash the plastic thing down the loo i couldn't work out this morning i was how has he got blocked overnight and then i and then i be my wife to see that as well i think i've worked it out but the plastic thing not on the edge of the bar on the edge of the loo [sys] no what will happen is the engineer will come out he will assess the job and he will confirm to you the price if you decide not to go ahead that's absolutely fine there is no charge for the call out if [usr] ok [sys] you do go ahead then payment is due by card or cash on completion is that ok [usr] of course it is [sys] ok have you got first of all you are ringing on a mobile number ending in [pii] is that the best number to get a hold of you on [usr] yes it is [sys] wonderful and have you got an email address [usr] [pii] [pii] [sys] ok you've given me a postcode of [pii] and what's the first line of the address please [usr] it's [pii] [sys] ok i'll just search that up i've just said that and then i'll make some notes for the engineer [usr] that's right [sys] can i just ask is anybody linked to the property may be classed as vulnerable [usr] bye [sys] no we've got the only toilet in the property is blocked and blocked believe it may be maybe caused bye i would say for an object but then they might read into that and think buy a plastic [usr] one of the i guess a plastic loo loo freshener that's [sys] toilet [usr] got in there [sys] freshener ok and you believe it's likely to be in the u bend isn't it if you say if it's [usr] i would have thought because i i can't get it out of the i did have i did have a little go with a wire coat hanger and i can't feel it much it's probably in the u bed which i guess is where it's causing stuff [sys] sure [usr] to not i mean it does it does it does drain a bit but it's it's obviously it does back up quite a lot when you flush it i reckon [sys] no [usr] it's stuck [sys] problem [usr] in the bed exactly [sys] ok let's get this booked in and you are available this evening [usr] we are [sys] and there isn't any vulnerabilities there [usr] no no one no one just my wife [sys] ok [usr] and i am [sys] that's fine just gonna confirm now [usr] great thank you [sys] ok that is booked for this evening you will receive a text within the next couple of minutes just confirming that with your work order number obviously keep an eye on your phone they should call you prior to coming out but if they've been on an emergency they may just jump in the van and turn up please also keep an ear out for the door [usr] yep [sys] i don't know because we're we're a national call center here for out of hours i don't know how many engineers are around your area or what emergencies they've got on it could be late this evening [usr] ok [sys] if you haven't heard anything in a couple of hours give us a call back and we can see if an engineer has been assigned to it and call [usr] great [sys] them [usr] great [sys] all right [usr] all right thank you very much that's really kind and thanks for all your help and [sys] thank [usr] pretty [sys] you [usr] much [sys] hopefully [usr] appreciate it [sys] we'll get that to [usr] absolutely well all right thank you [sys] all right thank you [usr] cheers [sys] bye bye [usr] thank you bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm did that you can now book 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 speaking how can i help [usr] yes i've i've i've got a i look after a community hall and i've got a blocked toilet there [sys] ok do you have an account at all with [pii] [usr] i'm sorry [sys] do you have an account with [usr] no [sys] at all no [usr] no [sys] that's fine ok how it would work then is i'll take the details from you pass it over to the local office and [usr] thank [sys] then they'll [usr] you [sys] call you back and go go through the charges and the availability with you [usr] ok thank you [sys] ok what's the post code of the property please [usr] [pii] [sys] and is the billing address going to be the same as the this address or is that different [usr] yes [sys] right it's the same and what's the first line of the address [usr] the [pii] [pii] [sys] it's just searching there i've got it and they use the contact they need to speak to [usr] yep [sys] and your name please [usr] [pii] [sys] is that [pii] [usr] that's right [sys] how much your contact number please [usr] [pii] [sys] probably the full number [usr] five [sys] if you've got it the phone [usr] i'm [sys] number [usr] sorry [sys] please [usr] [pii] [sys] [pii] sorry i thought you just come in at [pii] [usr] [pii] [sys] [pii] [usr] [pii] [pii] [pii] [sys] anybody i'm quite vulnerable is anybody [usr] i'm [sys] vulnerable [usr] sorry [sys] who's that no and we [usr] no [sys] plots [usr] no i there's a bad echo [sys] sorry [usr] on the line [sys] that's [usr] i don't [sys] ok [usr] don't catch [sys] no problem [usr] stuff what's [sys] what's [usr] that [sys] blocked [usr] a toilet [sys] ok i've got enough details now i'm gonna send it over to the local office and get them to call you back as soon as with availability and price thank you take [usr] that's [sys] care [usr] great [sys] bye [usr] thank you very much thank you [sys] bye [usr] thank you bye bye bye bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require [usr] require [sys] our plumbing [usr] our pluming [sys] services press two or if you have an existing home care policy it's three [usr] no i [sys] i'm sorry i didn't get anything [usr] hi [sys] if you need any help with a drainage problem press one if you require our plumbing [usr] that my [sys] services press two or if you have an existing home care policy it's three do 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 hello you're through to at diana how can i help [usr] hello i've i've got a problem with big house and it's a train outside which is backing up er it's a drain where the water normally goes to but it's backing up sewage [sys] right is it back of them suit outside ok [usr] er just outside the house [sys] right it is for domestic property is it [usr] domestic place [sys] ok we can get you booked in do you have a home care cover with british [usr] sorry [sys] gas [usr] you you this is a very bad line sorry say that again [sys] do you have a home care cover with british gas [usr] no i don't i don't have any home care [sys] right [usr] plans or anything [sys] what's [usr] no [sys] your post code [usr] [pii] [sys] [pii] [usr] this is such a bad line one lp [sys] one lp [usr] i can't hear you at all [sys] right [usr] now i [sys] right [usr] can't hear you no [sys] i can hear you but your your yours [usr] nah [sys] is not very very clear as well [usr] hm	0Appointment / Booking
[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello there good afternoon through [pii] speaking how can i help [usr] hi we've had an engineer booked today from 8 to 12 i rang after lunch to find out where the engineer was and i was [sys] right [usr] told he would give me a call back that a message has been left for him by one of your agents it's now another four hours later and i still have not heard any update whatsoever and he's obviously more than four hours from the allocated time slot and i've had no communication i'm just wondering what's going on and if you can look into that please [sys] what's the postcode please [usr] is [pii] [sys] alright what's your name and first line address [usr] it's [pii] [pii] [sys] right i'm trying to get you through international accounts won't be a moment get you [usr] sorry [sys] through to the correct department get [usr] sorry [sys] through to the correct team this is [pii] my name is how can i help [usr] i've just been said from one of my colleagues [sys] sorry who did you say what did you say sorry [usr] i've just been transfer to one of [sys] ok [usr] your colleagues [sys] or they put you through to the wrong wrong wrong side you're looking for key accounts aren't you [usr] no [sys] just [usr] i [sys] bear [usr] i'm [sys] with me [usr] looking to find out where the engineer is i've been calling her twice and i've been told four hours ago that the engineer has been contacted and is giving me a call back [sys] just hold the line i'll put you through won't be a second [usr] please don't transfer me anymore without saying to the person who i'm calling because i've been facing this all day they're just trying they don't even talk to you honestly this is ridiculous well i'm gonna be ringing [pii] up tomorrow [sys] hi this [pii] down the road how can i help [usr] hi you are the third person i've been transferred to now i start my story one more time i i've been booked we've been booked for an engineer today between eight and 12 rang after lunch because i've not heard anything and apparently a message has been left for the engineer to call us with an update it's now over four hours later i still not heard anything either from yourself or the engineer and obviously we're well past the allocated time slot and i'm just wondering where this engineer is [sys] ok can i take the postcode please [usr] you're the first person i'm giving that to now on this phone call it's hotel golf 12 hotel bravo [sys] ok i'm gonna need you to confirm the first line of the address as well as your name for me please [usr] it's [pii] [pii] [sys] can i just put you on hold for a brief moment whilst i try to give the engineer a phone call [usr] you can obviously that's done our super phone call has been made to the engineer but you can try again [sys] right ok no worries i'll i've got to try and give him a phone call now thank [usr] ok [sys] you just [usr] what's [sys] bear with [usr] your [sys] me [usr] name [sys] a moment [pii] [usr] [pii] ok i i'll wait on the line [sys] thank you [usr] thanks she's calling now the engineer i want what they call this it's really ridiculous honestly it really is ridiculous i would get home insurance if they don't deal with shit it's not i mean exactly and it's two companies now been and none of them have been able to make it here in 48 hours we need to do for the event of anything well i'm gonna take it off of the louis tomorrow going to be a long conversation with them look how many times i called about 20 times now with all these different people well let's see what was the engineer's name what i said to you earlier today you much i forgot i told you but i thought you might remember no is my focus on today well but that's it sw go to she does not add his tea or water yet ok is sport [sys] hi are you still there hi i did try to give the engineer a phone call unfortunately he's not answered i did leave him a voicemail to ask him to get back with you contact you back sorry with an eta if not an eta then what number he is in line for him to attend i appreciate you have been waiting in all day and the only thing that i can the only thing that i can think of is that obviously would it be a bank holiday and him having that many assigned appointments it's just getting extremely busy and that's why he's fallen behind but again i did leave him the details the details that we've got here for yourself we've got a mobile number and i've asked him to contact you back but [usr] he was the guy that four hours ago [sys] pardon [usr] you done the same and what the guy did for four hours ago because we had to allocate the time slot today of 8 to 12 and you're contracted by [pii] and it's meant to be emergency cover and do been waiting 48 hours since we've had this leak now all together trying to deal with different companies and i've made about 24 calls in the last 48 hours chasing people and i understand it's a sunday and it's a bank holiday but what i don't understand if you're chosen as a partner to be contracted out why why it's not an emergency cover i mean i could have get could have got a local plumber probably much sooner but because it's done through the company we have to go with that i mean i i don't know where i stand i've been constantly on the phone yesterday and today trying to get someone and i just i i i'm at my wit's end now and it's just really really disappointing that people just transfer you or put the phone down and i know you you done something now and left him another message but what what am i as a customer supposed to do what what am i waiting till midnight maybe if [pii] ii i really what what do you suggest we should do [sys] what i consider i mean our lines are open until nine pm let's give it until six pm if an engineer has still not attended by then what i'm gonna have to ask you is you booked the appointment in through your home insurance is that correct [usr] no it it was booked by by someone anyway it don't matter the the owners it's not on us who booked it and sort this out [sys] no [usr] you've been you've been contracted by claims that who has been contracted by [pii] and [sys] no [usr] i wait [sys] i understand [usr] till six [sys] that what i advise is is you'll have to contact claims desk back to book in an out of hours emergency appointment that way a new engineer [usr] i don't that this is what i'm having i've had an out of our emergency appointment today from 8 to 12 ok [sys] that's [usr] give [sys] what [usr] it [sys] i [usr] till [sys] was [usr] six [sys] having [usr] o'clock i give it to 6 p.m. you left a message with [pii] or whoever the engineer [sys] sorry [usr] is [sys] if [usr] honestly [sys] i could just interrupt 8 a.m. to 6 p.m. is not out of hours that's in hours that's within office hours [usr] well [sys] that's [usr] i've [sys] why [usr] had [sys] i'm recommending [usr] an appointment with [pii] to are you listening i've had an appointment with the engineer today ok right ok i i'll leave it now ok i should call you back ok [sys] right [usr] ok [sys] is there anything else i can help you with [usr] no no i'll call you back ok [sys] thank [usr] bye [sys] you for calling in take care bye bye now	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or 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 hello there good afternoon you're through to [pii] speaking how can i help [usr] hello good afternoon i wonder if you could help a couple of days ago i had one of your one of your surveyors come around [sys] see you [usr] to survey the issue that i have and [sys] yup [usr] i was expecting a phone call back to say what what you were planning to do but i haven't received a call back [sys] sorry what's the post code [usr] it's it's in [pii] it's [pii] [sys] alright and your name please [usr] is [pii] [sys] thank you and the first line of the address [usr] [pii] [sys] thank you very much not thank you alright give me a moment thank you [usr] bye [sys] right it's gonna get you through now just [usr] thank you [sys] would to discuss an engineer's visit option two for quotations option three for cctv infections and repairs [usr] you still there [sys] option four for our accounts department or option five for anything else thank you your call is being transferred please hold hello [pii] what how can i help [usr] hello laundry cast i had someone come round two days ago to my premises to do a survey and [sys] ok [usr] i haven't heard anything since [sys] let me have a look what's the postcode sir [usr] s [pii] [pii] [pii] [pii] [pii] for x [pii] [sys] [pii] let's have a look on the system for you sir [usr] sure [sys] i've got a job here from the 19th it says we came out cos you wanted a quote out was this simon it said we was someone [usr] [pii] [sys] booked a job at [pii] before requesting a quote for ad scale to be done [usr] correct [sys] i know that my engineer [pii] who went to the site had quoted for cctv work to be done from the back of the toilet to see if it does connect him directly to the stack because of the height of where it is we need to make sure that the connection there is solid between the toilet and goes directly vertically down to the stack that we can use up a coating machinery [usr] ok [sys] i'm not sure if it was yourself he was with or someone else but i know we left a quotation on site i believe for 145 to do a luxi camera [usr] right no ok well i'm not [pii] [pii] [sys] ok [usr] the person you saw and [pii] [pii] hasn't said anything to me about that ok [sys] ii i spoke to what it is the the the plan long and short is this there's a bay outside which would need to be reserved in order for us to jet it to carry because obviously the hoses are connected to the van we would there was a couple of caveats that was put on the recommendation but there's a couple of things that need to happen before we can give the quote in order to make sure it gets done properly for you the first thing we need to check the most important thing is that the toilet access from that floor the top floor that we're gonna go from we need to make sure that there's not too many bends in it that we can get up a coating machinery through but if there is if i'm honest it's gonna be points where to send up say look you can't do it without ripping up boxing or ripping up walls to get into this stack further down and that's not something we do [usr] jesus [sys] but the point is if if we can go for toilet then we're then we're quids in because what we can do is we can feed up a coating machinery through the top floor where the stack is break up all the scale on the line as you go down to the bottom and then you camera it and you jet it and you break up everything that sits at the bottom and flush it through but [usr] ok [sys] the first step in order to do that is to make sure that the connection from the back of the toilet does go straight into the stack and does have bends and the only way to do [usr] right [sys] that and check that is to camera it he spoke [usr] ok [sys] to [pii] left a quote for 145 have a quick chat with [pii] and give us a call back [usr] well i'm i'm i'm well i'm the owner [pii] one of my staff we get get i'd to go ahead with it anyway [sys] ok right what [usr] but [sys] i'll [usr] [pii] [sys] do [usr] did [sys] let me get your [usr] i [sys] number [usr] have to speak but i have to speak to [pii] because he should he didn't tell me any of this [sys] let's have a look are are we gonna be meeting you there when we go back or to camera [usr] depending [sys] or [usr] on when it is [sys] well [usr] i'd [sys] it's [usr] to i'd probably to be [sys] it'd be [usr] there [sys] good if if [usr] tell me [sys] we always we always ask if you can be there when we do it because it's i think it's always helpful let's have a look obviously i know we've got christmas around the corner i'll try and accommodate you as quickly as i can [usr] yes sir [sys] right how are you looking on wednesday the third of january sir [usr] i have to wait till [sys] i [usr] no [sys] do [usr] you can't [sys] apo [usr] do anything before [sys] i i've got nothing before for for i'm afraid i'm sorry we we're just busy this time of year [usr] ok well no choice really [sys] i don [usr] ok [sys] don't [usr] third of jan [sys] be wrong anything cancels i can put a request on it and it will give you a call straight away to bring you forward [usr] ok [sys] right [pii] [usr] you say we wednesday wednesday the third of january [sys] wednesday [usr] did [sys] the third [usr] you say [sys] of january [usr] it was wednesday [sys] and i've done it in the morning [usr] ok [sys] for lui cc bear with me [usr] i don't live in [pii] what time could it be could it be sort [sys] i [usr] of [sys] can [usr] early [sys] get [usr] afternoon [sys] him i can do it the first job for you to get it out of the way in the morning get [usr] no [sys] him able [usr] but [sys] to [usr] ii i live i don't i live in [pii] i'll [sys] right [usr] be coming by train [sys] you need it preferably [usr] i [sys] in the afternoon right ok [usr] early [sys] the afternoon ones [usr] afternoon [sys] but i'll i'll put it down as as it has to be [usr] two o'clock from about two o'clock [sys] i could probably do between 12 and two something that try and short it down for you if that helps right [usr] 13 be even better [sys] i'll do me best i'll do me better on accommodating you sir but i'll do best on accommodating time [usr] i [sys] is [usr] know [sys] this [pii] i'm speaking with [usr] you it just takes me two hours to get there you see from where i live [sys] it might just needs us to see me back toilet on right right right all booked in we'll give you a call on the day again and we will see you there [usr] ok [sys] brilliant take [usr] that's great [sys] care [usr] all right thanks [sys] cheers [usr] a lot [sys] bye bye [usr] cheers now thanks bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're speaking to how can i help [usr] hello is there any chance that we could have someone out to look at our drain [sys] what's [usr] it's [sys] the problem [usr] blocked it's it's blocked our next door neighbor had some work done and our drain was fine until that happened and we're just wondering whether something happened to stop our drain our our [sys] ok [usr] toilet drying from running away cos it's backing up in our drying outside [sys] and is this your own premises and do you currently have british gas home care for plumbing and drains [usr] i know we have it for the kitchen stuff and i i'd imagine we'd have it for that i i couldn't because [sys] let [usr] my husband [sys] me just have a look [usr] deals with that [sys] can i take your postcode [usr] [pii] [sys] and the first line of your address please [usr] [pii] [sys] and can i take your name please [usr] [pii] it it'd be my husband name the the what's it [pii] [sys] about to have a look i can see the account in his name let me just check you have kitchen appliance a five year warranty on your boiler nothing for plumbing and drainage i'm afraid [usr] no [sys] we could still do the job it would just be a one off payment if that's ok [usr] no that's fine i mean at the end of the day it's gotta be done you don't [sys] ok [usr] think of these things when you're doing that stuff [sys] no [usr] has happened [sys] it's er one of them it's would you there's that many different things do you wanna cover this do you wanna cover that and it was number [pii] [usr] is there any chance it could be friday that's the only time that someone will be in the the house [sys] just double check do you want me to keep the job under your name [usr] you can you can do it'll be my husband that's at [sys] bye [usr] the house [sys] ok and the best phone number for you please [usr] sorry sorry [sys] i just take a phone number [usr] it's the the house one [pii] [pii] that's the house line [sys] ok and is anything overflowing at the moment [usr] no it you can just see a load of toilet paper in it [sys] right [usr] we've not [sys] and [usr] we've [sys] the [usr] we've [sys] toilet [usr] been [sys] itself [usr] the the the toilet is it's making noises but it isn't rising up it seems to be going down [sys] right [usr] but then it's getting stopped it's not going anywhere else [sys] right do you have a work to in the house [usr] and they're working well well it it is we are using it but we're just being very careful i mean we're lucky [sys] no [usr] it's [sys] problem [usr] only the two of us in there it's it's not as if we've got a load of kids that are shipping a load of paper down it [sys] right and is there anyone in your house with any vulnerabilities [usr] no [sys] ok let me just check her availability it was a friday which was gonna be best [usr] around the 11 i tenish 11 i or the afternoon [sys] right the earliest is monday of next week [usr] gosh [sys] is it the only pot in the house [usr] yes [sys] right well for that reason then we can get them out either today or tomorrow [usr] could he could it be tomorrow at [sys] sure [usr] cos my [sys] let [usr] husband [sys] me just [usr] will be [sys] do [usr] there [sys] no problem let me just change a couple of things around right that's booked in for tomorrow now what will happen is that the guys themselves will call when they're on the way they'll come round and do an inspection both for inspection and call out are free they can just check about the blockage if they do find one then the price starts at 170 including va t then it's a cash or card payment set once it's finished [usr] i [sys] if you need anything a report or anything which you can then get to your neighbors or an insurance company to show what they found and maybe the reason what's caused it just have a word with the guys and they can sort that out for you [usr] ok that's brilliant that [sys] all right [usr] they can [sys] that's [usr] turn up any time [sys] but they will call when they're on the way obviously [usr] ok [sys] if it's not convenient just mention it to them and [usr] ok [sys] they can make it for a bit later on [usr] no that's [sys] alright [usr] fine [sys] then [usr] that's fine ok [sys] all [usr] thank [sys] right [usr] you bye [sys] no problem [usr] bye [sys] cheers for that [usr] bye [sys] bye bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three 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] right [sys] we record calls for quality and training purposes hi you're through to [pii] how can i help [usr] hello yes i've been through to you earlier and because i've had my own plumbers two plumbers and the two chaps who work i've always been very good with it but they can't get to the blockage in my toilet and they've given me the name of [pii] and i've been through and i spoke to somebody and then i spoke to my sister my daughter up in along cos i live alone and she said go ahead with it can [sys] ok [usr] i make [sys] what's [usr] an appointment [sys] the post code [usr] hello [sys] what's the postcode please [usr] i beg your pardon i can't hear you [sys] what's the post code [usr] [pii] [sys] and the first line of address [usr] [pii] is the common cranley [sys] and may i take your name please [usr] sorry [sys] may i take your name [usr] missus i [pii] [sys] thank [usr] i am [sys] you [usr] the house i'm the house owner [sys] no problem it's a domestic property and just confirm you don't have a policy with british gas for your plumbing and drains [usr] a aaa policy though you'll have to speak to that later on right i don't think [sys] no i'll double check for you in the system just bear with me [usr] well thank you very much i don't know i'm i'm eight nearly 90 [sys] bless no problem no that's fine i've just checked there's no policy on there [usr] no [sys] and you said the issue is regarding what sorry [usr] well it's it's a a blocked toilet in my [sys] what [usr] little [sys] sorry [usr] my bed i my my bedroom is there and the toilet is next door and it's in that little toilet i use only myself normally and it's it's funny it's locked blocked yesterday and er the gardener got it going again but er it's very very slow last last night i used that little pump thing you can get one of these little pump things but and i did that and and er it pumped it up and it went down a bit but it's it's still there yes we they can't reach it the plumbers had a aaa lump of of red rubber and er they couldn't reach it to say you better get on to down the rod [sys] no problem is that the only toilet that you have access to [usr] no i've got two other toilets but [sys] ok [usr] er er it's it's a long old cottage it's on the common here and [sys] no [usr] it's [sys] problem [usr] it's [sys] any [usr] it's [sys] any health issues or vulnerabilities that you want us to be aware of [usr] no no i i'm on my own but it's it's ok i i i'm i'm able to get around the house i'm all [sys] perfect [usr] right and i [sys] ok [usr] i can walk to a certain amount [sys] perfect [usr] i'm ok but i want somebody to come in please because it it worries me [sys] that's fine i've got i've got availability to get an engineer out to you tomorrow morning if you're available between 8 a.m. up until one [usr] 2100 [sys] that's [usr] yes yes [sys] tomorrow [usr] i will [sys] morning [usr] be yes [sys] ok right perfect i'll book that in for you just to let about pricing there's no call out charge one blockage will cost you 1 70 that's 170 inclusive of va t payment with the engineer by cash or card tomorrow morning ok [usr] my daughter to do that she'll do that with the card [sys] that's fine no problem just have [usr] ok [sys] your phone available [usr] dear [sys] tomorrow and they'll give you a call when [usr] and [sys] they're [usr] your [sys] roughly half [usr] name [sys] an [usr] is [sys] hour away [usr] ok [sys] half [usr] pass [sys] an [usr] it on what's your name [sys] [pii] [usr] [pii] hm it that sounds you've got it fine many thanks indeed [sys] no [usr] i'd [sys] worries [usr] to know [sys] you have [usr] who [sys] a good day take care now bye [usr] you bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with drainage problem press one if you require our plumbing services press did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you through to my name is [pii] how can i help [usr] hi i'm calling for plumbing i need to put one of the customers in for a shower drain fair [sys] is that a british gas customer no worries sorry mate it's just loading the system up ok what's the postcode [usr] [pii] [pii] [sys] and the [pii] [usr] [pii] [pii] please [sys] sorry was that whiskey [pii] hey brother [pii] [usr] [pii] [sys] that's what i thought you said and it's not coming up with anything [pii] right [usr] whiskey victor [sys] let me try [usr] b [sys] it [usr] eight [sys] in [usr] cr bravo [sys] victor six ok no worries the name of the customer [usr] [pii] [sys] and you need a drainage engineer [usr] the shower drain needs the full clear [sys] right do they still have access to bathing facilities or is that [usr] it's not broken [sys] bye [usr] it's just it's on it's on its way they've got a lot of they got [sys] right [usr] a lot of air escaping from the drain it's just to me that it's almost blocked up it's just it's not urgent but we can get someone out some in a good amount of time next week that would be great [sys] yes sure is there anyone who's a vulnerable person [usr] no [sys] ok availability wow er you can be the bearer of good news i can get someone to them before one [usr] today that'll be fine thank you [sys] no worries ok we'll get that booked in for him now then mate [usr] alright cheers mum [sys] could i just take their contact number [usr] sure it's [pii] [pii] [pii] [sys] fantastic ok all right leave that with me boss [usr] right cheers [sys] no worries take care [usr] you too bye [sys] bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] speaking how can i help [usr] hi good afternoon i wonder if you can help me i live in a converted townhouse there's five flats that we have share a freehold and i think the vertical pipe outside the main building is blocked because it's ca causing an overflow issue on the the main pipe on the roof it's causing leak over ongoing leak in the back of on our back walls mine's significantly damp i just [sys] did [usr] wanted [sys] you [usr] see [sys] say it was a shared rain sorry [usr] sorry [sys] did you say it's a shared drink cos it's a it's flat [usr] i think i think you've got there's a gutter at the top of the building on the roof terrace and that that drains onto a vertical pipe on the outside it comes along all all along the back wall of the building and i think it looks we've just taken a video one of the people the the the top gutter looks it's draining but obviously i think the rainfall it's too much and it's overflowing i we i think it looks sounds there's a blockage in the vertical pipe going from top to bottom it's not able to take all the rain water what's happened is all the back walls have all been damp because of the water overflowing from the last few storms and rain that we've had i think that's the issue i just wanted to see well we can we just took a video of it i just wonder if we can get someone to have a look and see if we can unblock that pipe [sys] what's the postcode of the address i can just allocate the local office to pop you through [usr] amazing it's [pii] 60 [pii] for november j for john [sys] what i would recommend is i'll pop you through to the local office if you inform them that you live in a block of flats and it's a shared drain they should be able to know if they're able to book this in for you [usr] brilliant [sys] and give you [usr] cos [sys] dates terms [usr] the [sys] and prices is that all right [usr] is someone gonna contact me or do i just keep on keep a hold [sys] just stay on hold i'll pop you through [usr] amazing thank you much [sys] no worries dino is the uk s expert repair service offering fast professional solutions to building maintenance problems good afternoon speaking how can i help [usr] hi hello i've just been transferred to you after i spoke to the main reception i live in [sys] and [usr] a converted [sys] i [usr] townhouse in [pii] with five floors [sys] ok [usr] and it looks we've got it sounds we've i've got a we've got a block pipe on the outside of the back wall that goes from top to bottom [sys] ok [usr] we're we're all share a freehold in my building i'm on the first floor what's happened we've we've all had damp on our walls back wall from the previous rains [sys] right [usr] it looks today [sys] thank you [usr] we've got the top the top gutter that's on the roof a flat roof terrace [sys] yep [usr] that's been checked already by a roofer and it was draining but my my friend my my tenant my my neighbor has been taking a video with the rains it looks the water's overflowing from the gutter it looks there's a possibly a blockage in the vertical down pipe that goes from that gutter down to the bottom [sys] ok the [usr] and just if someone can have a [sys] of course [usr] at it [sys] did the roofer check checked all the gutter and obviously do you have a hopper up there as well and he checked all of that [usr] the guy apparently came the guy apparently came yesterday i spoke to a person who live on the top floor and they they said it drains it drains properly but that's without the rain we've had torrential rain again and i think that's what happened because i live on the first floor and over the last month and a bit i've just had awful damp on my back [sys] ohh [usr] wall [sys] goodness [usr] next to where that pipe is i'm wondering whether it's leaking somewhere and blocked and also there's an overgrowing iv over the top of it something's going on with that pipe [sys] let me ii i can book you in let me just speak to my manager about something one [usr] awesome [sys] second hi there ok i've got some more information which is good [usr] hi [sys] what we'll do is [usr] cool [sys] we'll we'll come out free of charge and investigate the blockage at a ground level if we do any work offer [usr] brilliant [sys] you see it would be chargeable are you paying the bill is it gonna be on [usr] we're we're gonna share [sys] ok [usr] we're gonna share it [sys] as long as somebody [usr] as [sys] is able to [usr] a as [sys] pay at the property [usr] a [sys] or over the phone we can charge you domestic prices and that would be 1 70 [usr] fine [sys] if we investigate we'll come out free of charge to just have an initial look if we start putting cameras down and unblocking it becomes charge by 100 and 70 and that includes that if [usr] ok [sys] it's not [usr] cool [sys] the [usr] ok [sys] ground the gully the ground and it's the actual pipe et cetera we would need then to then quote the scaffolding to check all of that [usr] hm ok [sys] there is a slight chance that it's it's still internal and it's internal burst pipe causing damp internally or it could be you say on torrential rain [usr] hm [sys] it overflows and then it it seeps down from from the external to the internal but all of these things just need to be investigated hopefully it's off the gully [usr] sure [sys] and it can be fixed quickly cheaply et cetera but that's just how it would [usr] hopefully [sys] go [usr] cool [sys] ok [usr] do you want i'm just trying to give you a do you wanna see it from the the do you want to get access from the top you can [sys] first [usr] look down [sys] of all we'll investigate the the gully in the ground the ground level if there's a blockage there that would cause the drain pipe to essentially just fill up and [usr] ok [sys] then when you get torrential rain it over spills if there's nothing going on ground level there could be a blockage in the actual down pipe in which case we would need scaffolding to investigate the down pipe [usr] you still would you'd still need [sys] unfortunately [usr] scaffolding ok [sys] it [usr] right [sys] it i'm [usr] ok [sys] surprised did risa get up there with [usr] do [sys] ladders [usr] you organize the [sys] sorry [usr] do you own but ladders there's a basement flat and then there's four floors above [sys] ok [usr] that [sys] how do they investigate the gutter in the roof there [usr] i think he just went up to the [sys] on [usr] top [sys] a ladder [usr] and looked [sys] on [usr] over [sys] a five story wow ok [usr] he just no no i no i think no i think he just looked at the went onto the roof terrace [sys] right [usr] cos it's a flat garden and [sys] ok [usr] then looked over the [sys] all [usr] top [sys] right they'll do everything they can [usr] no one's no one's brought scaffolding [sys] they will do everything [usr] yet [sys] they can [usr] hm [sys] to keep it cheap we won't unnecessarily have scaffolding if we don't need it but their experience they know what they need to investigate [usr] sure [sys] they'll keep you [usr] ok [sys] updated with what they're doing and and then go from there really [usr] the other issue is the the guy in the basement flat it's it's an empty flat [sys] ok [usr] it's locked up and that's that's the access to the garden it's the basement flat he's he's being a bit awkward [sys] right [usr] with us all in terms of coming in to get access but the other way we can access it is by going through the ground floor but their back window and you just come up come up over [sys] ok [usr] there you you just step over onto the the roof of the basement flat it's possible i just need to i just need to let the basement person know about [sys] absolutely [usr] it that we're gonna access the the how shall i what's per first tell me when you have availability but at least i can call these people and just get permission [sys] i can [usr] and [sys] i [usr] then [sys] i [usr] go from [sys] can book [usr] if [sys] you [usr] that's [sys] in friday [usr] all right [sys] we are only offering all day [usr] friday [sys] appointments just because we're busy in [pii] and it helps us get to all appointments but by all means we can give you a call [usr] of [sys] in the morning and [usr] friday [sys] let when we hope to arrive [usr] perfect [sys] obviously traffic and jobs dependent [usr] and what [sys] at [usr] are [sys] nine [usr] the hours [sys] until six [usr] 9 12 ok that's all right i'm sure between all of us we [sys] absolutely [usr] be able to get someone in to cover and then firstly the call out we're not paying anything at the moment but if you find a cause then but [sys] i just [usr] you will charge [sys] just try and be as [usr] is [sys] transparent [usr] that right [sys] as possible if they come out and they don't do anything they just have a look and give you a verbal et cetera we wouldn't charge anything but if they need to use their camera or they start jetting or anything any use of equipment it then becomes charged they i i say free of charge because it may be that they don't use their camera they can't use their camera they'll just do a little bit of aaa site visit if you and that would be free of charge but if they do need to use their camera or any equipment they start doing any work it becomes chargeable and then obviously if it needs to be quoted they would quote you and we'll send that officially [usr] right ok perfect ok let's just just get that and then in terms of the scaffold and everything you'll give us [sys] absolutely [usr] the breakdown of prices [sys] it'll we'll give [usr] and [sys] you [usr] stuff [sys] a a detailed quote with everything in [usr] hm cool [sys] all right [usr] awesome ok then brilliant [sys] lovely [usr] all right thank you much how do i get back in touch with you or or what what's the [sys] do [usr] best [sys] you want [usr] way [sys] our direct number [usr] just call this number [sys] it's [usr] again [sys] [pii] [usr] yes please [sys] nice [usr] hold on one moment i'm just gonna grab a pen and paper [pii] [sys] [pii] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [pii] [sys] [pii] [usr] and your name is [pii] [sys] did you want to book in today or [usr] ok [sys] did you want to go back [usr] great [sys] and speak to your your neighbors and then come back [usr] i just [sys] sure [usr] need to get per i just [sys] no [usr] need [sys] worries [usr] speak to the neighbors and then [sys] as [usr] cos we're all sharing this [sys] as long [usr] then [sys] as you [usr] i'll [sys] call [usr] call [sys] back by [usr] back [sys] say one tomorrow [usr] ok [sys] the friday will still be open all [usr] perfect [sys] right [usr] that's [sys] no [usr] good [sys] worries [usr] to know then [sys] at all [usr] thank you much [sys] thank [usr] i appreciate [sys] you bye now [usr] that [sys] bye [usr] take care bye bye bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] but then his drainage block ok [sys] we record calls for quality [usr] ok i have [sys] and training [usr] to [sys] purposes [usr] check that i could say i gotta go from who got to refund refund correct 9 to 9 [sys] you're speaking to [pii] can i help [usr] hello [sys] hi all right [usr] hi we have the issue in the in our apartment in ando it seems that maybe either a terminal drain is blocked from outside and all the sewage is coming in the flat in the bathroom [sys] ok [usr] or [sys] and [usr] it could be an issue with sorry [sys] is this your own premises [usr] sorry bye [sys] do [usr] bye [sys] you own the house [usr] i am the landlord we have a tenants [sys] ok [usr] and they are there in the property [sys] ok and do you have landlord cover with british gas [usr] n no we don't have anything from british gas [sys] can i take the postcode of where the property is [usr] it's [pii] [pii] [sys] and the first line of the address please [usr] [pii] [sys] ok and [usr] i [sys] can [usr] speak [sys] i say [usr] with the management company and they said that if it is a problem with the communal drainage then they will reimburse but if it is not a problem [sys] ok [usr] with the com communal drainage then probably i have to pay [sys] ok [usr] we need i mean once if someone visits then we just need to make sure that it is written there that this issue arose because of something outside [sys] no problem can i just check sorry can i just take your name [usr] my name [pii] [sys] thank you [usr] and i can give you the tenant's number will that be ok [sys] let me just take your number and first everything first [usr] 00 my number i'm not in [pii] right now but i can give you my number will i mean [sys] yes please [usr] it's [pii] [pii] [pii] [pii] [sys] thank you [usr] and i and shall i give you the tenant's number [sys] just give me two seconds can i take the tenants number please [usr] ok just their number is [pii] [pii] [sys] yep [usr] [pii] [pii] [sys] thank you and can i take their name as well please [usr] the name [sys] yes please [usr] ok i don't remember the name but let me check [sys] it's ok if you don't know it [usr] i sorry i don't know the name [sys] ok and is there anyone in the house that has any vulnerabilities or any disability [usr] no [sys] ok we will go down as an emergency for today the guys will call the guys will call when they're on their way round they go around and do an inspection both of inspection and [usr] ok [sys] call out are free they can check for a problem and then the price [usr] ok [sys] starts at 180 including va t and then it's a cash or card payment to them once they're finished [usr] ok that would be fine [sys] ok that's all been [usr] i [sys] booked in [usr] i [sys] now [usr] will inform them that i have instructed you and then they can ok great thank you [sys] all right no problem thanks for bye bye [usr] thanks [sys] bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have did that you can now book 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 through to gas speaking how can i help [usr] hi there i'm just calling up because a plumber has stated there's a blockage in a pipe and it needs to be flushed out by you guys [sys] ok do you have a home care policy [usr] with british gas i believe i'm not 100% sure i don't think we are with british cash no no [sys] do [usr] we're [sys] you want [usr] not [sys] me to check for you [usr] that would be great if you don't mind [sys] what's the post code please [usr] it's [pii] [sys] [pii] and the address [usr] [pii] in the morning [sys] sorry [usr] [pii] the [sys] i i i'm losing you there a little bit are you saying number seven [usr] number seven [sys] right and what name is it please [usr] [pii] [sys] and would it just be in your name or is there anybody else's name it could [usr] [pii] [sys] be under no there's nothing coming up [usr] no i think we we were possibly and then it got changed to [pii] [sys] right [usr] ok we're not under yourself [sys] ok and this is for a blockage it's a property where you live is it and [usr] correct [sys] you're the property owner for the standard job between the hours of eight and six monday to friday is 100 and £70 that's for a standard unblock if the engineer comes out and advises it's anything different then he would re quote you [usr] ok [sys] i'll just set some details up and then we can have a look at when he can get to you it's number seven sorry you've got a bit of a slow system this morning i do apologize [usr] ok i could always would it be better for me to book online just because it could be i could be that way [sys] it's fine no problem i can what was the surname again [usr] er [pii] [pii] [sys] [pii] [usr] [pii] for [pii] the plumber came round and recommended you guys that's why i'm calling [sys] our plumber was it [usr] no it wasn't he [sys] all [usr] was a local [sys] right [usr] plumber he's done quite a lot he just said to come that fast you go [sys] right and what's your telephone number please sir [usr] [pii] [sys] [pii] [usr] [pii] [sys] is anybody at the property vulnerable at all [usr] no [sys] and whereabouts is block did he say what whereabouts is it [usr] he he's had a he's unblocked the sink he said the sink's fine he said the drainage between the sink and er the drain out doors that there'll be some food blockage [sys] right [usr] he advised that it gets i can't remember the term but it sounds the pressure you can you can get blown out [sys] ok [usr] that's what he advised he said he sorted out the sink but it it just needs to get drained out [sys] i'm just waiting for the appointments to come through now are you in for the rest of today [usr] i'm in i i do work i'm a gp that's what i was gonna do online i have patients i have to call to at home but no i'm in today [sys] he'll ring beforehand anyway [usr] great [sys] ok and then obviously we'll require payment on completion of the work ok that's all booked in for you [usr] ok it'll give me a call later [sys] he will do [usr] ok thank you very much bye [sys] take care bye now bye bye	0Appointment / Booking
[sys] to speak with someone about an existing job press one or for a new inquiry please press two whether your drains blocked or your taps leaking trust dino edinburgh to fix the job our dedicated team is on hand how can i help you confirm your [usr] good morning i am calling about [sys] this is [usr] a job that has been done on the 10th of august and for which we have a problem again with the same is [sys] what [usr] we probably [sys] what we [usr] should be covered by [sys] because [usr] the candidate but [sys] we've [usr] we [sys] got [usr] were told [sys] our [usr] we booked a new appointment and we were told [sys] ok [usr] that it wasn't and [sys] they up in [usr] we [sys] the [usr] never received the invoice [sys] what [usr] for [sys] did you find [usr] that job and i had [sys] it [usr] called [sys] in [usr] on [sys] your [usr] saturday [sys] what's [usr] i think [sys] your [usr] and [sys] name [usr] ask your colleague [sys] and your [usr] to [sys] flush [usr] send me [sys] out [usr] the invoice and i never seem to have received [sys] and there's all [usr] it [sys] meat [usr] i was wondering the name is [pii] [sys] it's what [usr] and [sys] that [usr] the [sys] that [usr] address [sys] would be getting about [usr] is [sys] if it [usr] the the postcode [sys] i know she [usr] is [sys] was [usr] [pii] 875 [sys] right if you just bear with me till i get [usr] j [sys] your detail [usr] from [pii] [sys] was [usr] s [sys] this for [usr] from [sys] a boat drain [usr] [pii] [sys] or a plumbing problem lot of drain [usr] yes it's a plumping [sys] right [usr] it's a block [sys] annoyed [usr] drain [sys] that's [pii] [usr] that's right yep yep [sys] i can see on that that the [usr] 629 [sys] engineer is not giving you a guarantee on the one in august not a genius engineer i know that engineer [usr] the thing is we never received the [sys] well [usr] we are not [sys] written [usr] let [sys] and then in the notes [usr] we're not [sys] here [usr] aware [sys] that the machine [usr] of that and [sys] was from behind [usr] also [sys] the washing [usr] we i [sys] machine [usr] had asked [sys] no [usr] for [sys] guarantee [usr] the invoice [sys] giving us the poor run of the pipework your pipework needs upgraded it's not running the way it should that's why they didn't give you a guarantee with that work [usr] ok [sys] lot [usr] yes well we we [sys] lot [usr] have [sys] lot [usr] done [sys] toilets [usr] this before [sys] you [usr] the past [sys] know things [usr] several [sys] that [usr] times [sys] they [usr] and it never got blocked fast [sys] hello [usr] and and it's there might be another reason that's causing it but it might be that the the the [sys] but [usr] machine [sys] it couldn't [usr] essentially [sys] because [usr] didn't [sys] the pipework [usr] get to the very [sys] isn't [usr] end [sys] properly [usr] of the pipe to [sys] installed [usr] meet [sys] it's [usr] essentially [sys] the [usr] the main [sys] pipework isn't running properly the way it should that's why the machine wouldn't have been able to get to the end of the pipework ok [usr] ok but i mean we've done it in the past and it has to resolve [sys] gonna cancel [usr] the issue [sys] that [usr] because [sys] one [usr] we we have [sys] you [usr] done [sys] bye [usr] it with you or with down the road in i think in december or and we once a year or we need to to clean essential the main the drain and it's always resolved the issue for at least a year or it was the first time that it happened quickly essentially i find that strange because we always access the from the same point and this our set up hasn't changed we we scheduled a new appointment for wednesday and your colleague said that you cannot you [sys] no [usr] know be [sys] it's not because you didn't you [usr] considered [sys] weren't given a guarantee [usr] as [sys] because [usr] part of [sys] the [usr] the [sys] pipework [usr] same [sys] is not properly [usr] the same job but [sys] installed [usr] well could you please send me the invoice and i think we will try to [sys] i'll [usr] dispute [sys] tell you what [usr] that [sys] i'll get [usr] because [sys] someone from that department to give [usr] you [sys] you a call [usr] know i [sys] back what's your [usr] we [sys] best contact [usr] have done [sys] number [usr] this we have our set up it's [pii] [sys] alright [usr] [pii] [pii] [pii] that's [pii] [sys] ok i'll get someone from that department to give you a call back thank you bye [usr] ok thank you much thanks bye	0Appointment / Booking
[sys] thank you for calling our calls are recorded for training and monitoring purposes please choose from one of the following options press one for a new blockage or service inquiry press two for an existing or complete service press three for accounts press four for reception if the extension number you are calling please enter this now good morning [pii] [usr] hello my name is [pii] i have an [sys] hi [usr] address in an address in [pii] and my problem is a toilet which is only emptying very slowly [sys] ok the guy that you need to speak to is just on the other line there at the minute but [usr] ok [sys] i can get him to give you a call back just to see when we can come out and have a look at that for you [usr] ok [sys] is is this the best number to ring you back on [usr] yes [sys] just [usr] certainly [sys] the one that [usr] the [sys] you're [usr] next [sys] calling from [usr] the next hour [sys] and can [usr] anyway [sys] i take can i take [usr] hello [sys] your address please [usr] yes [pii] [sys] [pii] [usr] [pii] man sounds posh [sys] it does sound [usr] on [sys] and [usr] my town road [sys] your postcode [usr] [pii] [sys] no problem [usr] [pii] [sys] [pii] [usr] [pii] [sys] xr and the toilet is slow to drain no problem at all if you leave that with me there i will pass those details on and it'll be a guy called [pii] who will get back to you is that ok [usr] thank you for that [sys] no worries thanks a lot now bye bye [usr] bye bye	0Appointment / Booking
[sys] thank you for calling dina road our calls are recorded for training and monitoring purposes please choose from one of the following options press one for a new blockage or service inquiry press two for an existing or completed service press three for accounts press four for reception if the extension number you are calling please enter this now good morning [usr] yes i was wondering if someone could come out and look at blocked drainage [sys] what's your address please [usr] it's [pii] [sys] let me have a look at it please give me two seconds [usr] right [sys] [pii] [usr] yes [sys] no worries you just beside the road there [usr] yes it's just up at before you come to cars corner on the right hand side [sys] no worries what house is it please [usr] well there's five there's five townhouses together it's the second block down of five townhouses and the drainage is all with in the between the five houses [sys] ok let me have a wee look here is just beside [pii] [usr] yes it's across from [pii] it's on the right if you're coming up from [pii] it's on the right hand side past [pii] [sys] try to see it now ok and what is the issue you're having [usr] well the the drainage is blocked it's our house particularly hasn't been affected yet but other people have been saying that their drains are backing up and we've [sys] are [usr] had [sys] you at the top of the hill there the wee cream houses [usr] yes yes [sys] ok and are you upstairs or downstairs [usr] it's it's the town houses the houses they're not apartments [sys] older houses [usr] -huh [sys] i beg your pardon let me see if i can have a look at it here google earth is not gonna show me it but how how is it affecting your neighbors or how is it affecting [usr] well [sys] you [usr] i think it's it's happened before we've had to have rods put down declared and there's a a drain outside in the in the wee square courtyard and it's never fully it damp all the time as if there's something wrong there and i think there's a smell coming up [sys] ok and is the courtyard in the middle of the building or [usr] no [sys] can [usr] no [sys] it [usr] it's [sys] be accessed [usr] it's [sys] from the outside [usr] outside there's a couple of drainage places there [sys] right but there's none in when you say courtyard it's not surrounded by a building no [usr] no no no it's a courtyard open there and and walls [sys] yes [usr] around [sys] no [usr] it just [sys] worries [usr] now [sys] no [usr] there'd [sys] worries [usr] be nobody there until this afternoon most of these people are out working we'd be the only ones maybe that would be there for you but it wouldn't be until this afternoon or tomorrow [sys] no [usr] or whatever [sys] worries who's going to pay it are you going to pay [usr] i'll [sys] it or [usr] i'll pay it as much as it roughly just roughly if you're [sys] it's [usr] getting [sys] for up to an hour and statistically nine times out of 10 you complete the job within the hour it's 100 and 45 [usr] 145 right well it it's five of us would be contributing towards this you see [sys] a £29 [usr] -huh [sys] each no worries well if you can give me the post code of the property i'll start putting it on here now it does need to be prepaid [usr] that's all right that's no problem [sys] what is the post code please if you don't mind [usr] [pii] [pii] [sys] and the property number please [usr] [pii] [sys] and what's your full name please [usr] [pii] [sys] [pii] and is this your mobile number [pii] [usr] it is -huh [sys] [pii] have you an email address for the receipt and the work card to go to [usr] i have it's [pii] [sys] [pii] [usr] yes that's my husband [pii] [sys] [pii] [pii] [usr] [pii] [sys] no worries and it's a block drain where abouts is the block drain i know you said is it in the courtyard [usr] er yes it would be you could start there i think that's where normally they lift that one up to look at it [sys] no worries and it's not affecting anything inside the house yet [usr] well not inside my house and the other ones were saying just about an odor smell coming up [sys] ok what card is it you want to pay with please [pii] [usr] do you pay by card i have cash [sys] we're not allowed to accept cash because [usr] you can't accept cash right ok [sys] the engineers aren't allowed to carry cash [usr] right ok well we can pay it by card then visa [sys] is it a debit or a credit [usr] a visa debit [sys] no worries and how does your name appear on the card [pii] [usr] missus [pii] [sys] mrs and can i have your long card number please [usr] i was sitting right i could change that to my husband's name and get it out of his card with mr [pii] [sys] is that the same is that still [usr] is [sys] the same [usr] it [sys] type of card [usr] there's a visa debit yes [sys] no worries and how's the the can i have the long card number please [usr] it's [pii] [pii] [pii] and [pii] [sys] and the expiry date please [pii] [usr] it's [pii] [sys] and the last three digits on the back please [usr] [pii] [sys] no worries that's [pii] perfect there [pii] i can get someone there probably at about let me see about one o'clock [usr] yes one o'clock that would be fine [sys] no worries [usr] and sometimes you need to be guided in there's two blocks of houses here and we're the second block down if your driver [sys] right [usr] would just keep that in mind sometimes they go to the [sys] you're [usr] first [sys] the [usr] block [sys] second lockdown [usr] and where the [sys] no [usr] second [sys] worries [usr] block on the left hand side ok [sys] ok no problem [usr] that's [sys] thank [usr] grand [sys] you bye bye [usr] thank [sys] bye [usr] you now [sys] bye [usr] bye [sys] bye [usr] bye [sys] bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two 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 evening thank you for calling dino [pii] speaking how can i help [usr] hi you [pii] i hope you can help i've got a drain at the back of the house on the driveway and it's overflowing [sys] ok i can have a look and do you have british gas home care cover for plumbing and drains [usr] no i used to have i need to restart it i used to have it [sys] ok all right no problem then well let's have a look what's the postcode to start with [usr] it's [pii] [sys] sorry was that [pii] [usr] sorry [pii] [pii] [sys] and what's the house number [usr] [pii] [sys] [pii] let me just see if i can find it [usr] thanks [sys] is that [pii] [usr] it is [sys] and if i could take your first name please [usr] of course you can it's [pii] [sys] [pii] thank you and if i could also take your surname [usr] [pii] [pii] [sys] [pii] and if i could also take a contact telephone number please [usr] [pii] [pii] [pii] [sys] [pii] right let me just save that right block drain and it what's it overflowing with is it the water is it [usr] it's just water it's when i first moved in here they said it was a shared drain but unfortunately it's on my driveway it's just water [sys] i got you [usr] i tried to have a dig about in it a few days ago and it just feels it's soil or something at the bottom but you get weeds coming through it and everything [sys] right ok [usr] but it's [sys] let [usr] flooded [sys] me put that [usr] into [sys] on [usr] my garden [sys] right let me just put that on there bear with [usr] thanks [sys] me [usr] it's we get these stupid drains here and it's i didn't ask for it to be put there do what i mean and none of the neighbors are willing to start it [sys] no i know i said we get this all the time with shared drain a bloody [usr] drives [sys] nightmare [usr] me daft well [sys] cos [usr] we just [sys] a lot [usr] have gravel [sys] of [usr] on our driveway the gravel makes its way in it's stupid [sys] what is it ok [usr] it's got a circular red cover on it but the stuff just [sys] right [usr] goes down it [sys] right bear with me [pii] it's incredibly busy today the system's running quite slow my computer is well i just don't know what it's doing it's doing what it wants it seems [usr] it's all right [sys] let's [usr] cos [sys] have [usr] i had [sys] a look [usr] a look at doing it online and it let me do everything pick the date and stuff that and then when it went to choose time it's you had no times and that was for all of the days showing on the calendar [sys] ok hm [usr] i thought i better [sys] hm [usr] ring [sys] it's the systems have not been the best it's been yesterday was the busiest day of the year we've had and [usr] wow well i suppose [sys] it was [usr] with all rain and everything and the weather [sys] it was crazy yesterday they were just bloody hammered and we couldn't cope but it seems to have come over in today as well [usr] wow [sys] just not not as bad as yesterday but let's see if i can see anything [usr] it's all right [sys] what dates were you getting [usr] i got tomorrow that's friday isn't it i'm losing all my days i've got tomorrow i think saturday and it shows sunday it let me fill everything out but it just says kept just kept saying choose time but there were no times [sys] right [usr] coming up [sys] did you see the earliest i get is wednesday [usr] right ok [sys] would is that gonna be too far away [usr] no i mean it's still gonna be there and it's still gonna be blocked it's not doing anything different [sys] no ok well it it's not poo coming out i suppose [usr] i know i know true [sys] i suppose [usr] true [sys] it could it could be worse i suppose [usr] it is it could be worse it's it's just water [sys] right now the slot that i've got for wednesday it is what we call an all day slot it is any time between eight and six is that gonna be ok [usr] the only thing is i'm back at work tuesday and i'm at work till one o'clock [sys] are [usr] i don't [sys] you [usr] know what my daughter's working wednesday she's just gone to work now i can ask her and ring back [sys] no i mean i can what time do you get home [usr] one o'clock well it's [sys] i could [usr] 10 [sys] put [usr] past one by the time i get [sys] i [usr] in [sys] was gonna say i could put a note on there saying you're not available until after half past one [usr] no that's fine do you [sys] let's [usr] know how [sys] do [usr] much [sys] that [usr] it [sys] then [usr] would be roughly [sys] 100 and £80 [usr] right ok that's fine [sys] is that good is that all right [usr] it needs doing i say i can't do it myself i've tried [sys] i [usr] it [sys] know [usr] just won't go down [sys] now as i say it will be prices start at £180 as i say they tend not to go over unless they find something really drastic but the engineer will tell you that beforehand because how we work is is the engineer gives you a quote if you're not happy with the quote you can [usr] yes [sys] say no and if you do say no you don't pay anything ok [usr] i say it's all the other neighbors but never want to be chipped in it's just been a case of well it's on your drive it's leaking in your garden therefore it's your problem [sys] that's that's the issue what i was speaking to someone i think it was yesterday and there was she said there were nappies coming out of the drain she goes we haven't even got we haven't even got kids but it they suspected it was someone for your four doors down but again you can't say anything to anybody nowadays because they'll just tell you to where to go won't [usr] you [sys] they [usr] can't do anything you can't [sys] can't [usr] do anything [sys] say can't [usr] it could [sys] say anything [usr] do with [sys] to anybody [usr] a proper cover on it or something that something to stop all this grip going in and cos when we have these downpours it'd all just i mean that's the purpose of the drain but it's taking all everyone's gravel off the drive and everything i know [sys] it'd be worth it'd be worth speaking to the engineer just when he's there just to say look have you seen anything that could be a replacement possibly or [usr] can you move this train to someone else's drive that'd be a good one can you move it [sys] which [usr] move it a couple [sys] which [usr] of doors [sys] ne [usr] down [sys] which neighbor don't you put [usr] well [sys] it on theirs [usr] next door can move it can you just [sys] are [usr] move [sys] they [usr] next door that'd be really good what that is a really good thing that i'll ask him if you move [sys] ask [usr] it [sys] him ask him can he move it [usr] honestly [sys] but well [pii] i've booked that in for at least you've not had that tornado [usr] no do what i know that's general that isn't it i heard it on the news this morning and i'm what [sys] i did do what else has happened today [usr] go on [sys] blackpool tower on fire [usr] no it's not [sys] it is [usr] you really [sys] it's on fire it's on fire right now [usr] i'm gonna have to google that i've not watched the news no way how [sys] fire [usr] does that even happen [sys] ii i it was a customer that told me and i was you're joking how how what the hell would they even bloody get up there to put it out [usr] well that's what i mean that's odd innit it [sys] very [usr] i'm gonna [sys] odd [usr] google [sys] how [usr] that as soon as i come off the phone i'm googling that that is crazy [sys] my god what [usr] what [sys] it's not on fire [usr] it's not [sys] i've just updated the story it was some bloody orange netting up there that looked fire [usr] orange netting that looks fire [sys] can you bloody believe it [usr] do what i'm glad i didn't google that and then ring you back [sys] i can imagine [usr] and ring my mum and go guess what blackpool tower's on fire do what i mean [sys] god [usr] can you not [sys] i feel [usr] ring that customer [sys] such a [usr] back i bet that customers morph you find now i bet they know as well [sys] it says here witnesses spotted flames coming from the [usr] do [sys] top section of the tower the fire the [usr] no [sys] fire brigade went over there and it was a bit of orange netting [usr] wow i know it's [sys] bloody [usr] not even april [sys] hell [usr] fool's day [sys] i know i know [usr] it's do what i mean it's not even april fools [sys] i can't believe that i wish i wish i'd never bloody told you now [usr] no no well well [sys] ok [usr] that's fine but the thing is when the engineer comes on wednesday if he can't get down the drain i've got a snake [sys] ok right they'll [usr] and she's about 10 [sys] have [usr] ft [sys] they they don't worry they've got all the stuff that they need don't worry [usr] i won't bring the snake [sys] my god [usr] to unblock it [sys] well the people do call it the snake that's the thing [usr] that's what i mean she's 10 ft she might be able to come in handy a bit and i keep honestly [sys] god [pii] i've booked that in for you [usr] lovely [sys] for i can't remember what day it was now wednesday [usr] wednesday [sys] and i've mentioned to the engineer you're not available until after half past one ok [usr] honestly it takes me about 1015 minutes to get home when i'm home [sys] no problem at all well i've asked the engineer was to give you a phone call as well when [usr] perfect [sys] they are on their way ok [usr] lovely thank you very much [sys] no problem sorry [usr] i have [sys] to shock you with that tower [usr] no it's all right don't go tell anybody else [sys] i won't that's it [usr] all right thank you very much [sys] take take [usr] cheers [sys] care [pii] [usr] all [sys] bye [usr] right bye bye bye [sys] bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] how may i help you [usr] hi there i've moved into a bungalow that's not been lived in for three years and i've lived in it for about three months now but i've just noticed this morning that all the drains are absolutely chock a block and i don't [sys] no [usr] know if the sewer's b s blocked up somehow in [sys] ok [usr] a way not having [sys] can [usr] been lived in for a while and what have you [sys] well just the lack of water not flowing through or something might have dried up thing do you want to give me your postcode i can just check if we have availability [usr] [pii] [sys] [pii] [pii] for golf [usr] that's right [sys] ok and do you have any cover at all with british gas healthcare [usr] i don't unfortunately no [sys] no that's fine ok right if we were to get someone out to you today with it being a bank holiday the price is £255 if that goes after six o'clock before we can get to you then it does go higher to 299 [usr] dear [sys] but if you can manage to wait till tomorrow it does come down to 100 and 80 it's just with it being a bank holiday today [usr] i know i know that's the problem trouble is we been full of what's gonna happen right i might wait till the morning then [sys] do you want i can do you want me to book a job in for you anyway [usr] yes if you can please [sys] ok right ok let's take some details down have you used this at all before [usr] i don't think no [sys] ok can i take your name please [usr] yes it's [pii] with ad [sys] ok and can i have the best telephone contact number for you please mrs [pii] [usr] it's [pii] [pii] [sys] [pii] [usr] [pii] [sys] thank you right i've got your postcode s [pii] [usr] [pii] [sys] [pii] [usr] that's right [sys] and what's the first line of your address [usr] [pii] [sys] ok i see just a quick question for you do if your drains are shared with any of your neighbors at all [usr] i i couldn't tell you to be honest there is a manhole in the front garden but i don't know where that obviously branches off to [sys] ok i mean your neighbors might know it might be worth just knocking on asking [usr] well next [sys] them if [usr] doors [sys] they're [usr] with [sys] aware [usr] but the others might no [sys] ok [usr] i'm not [sys] and [usr] sure [sys] do you have an email address at all [usr] i do it's [pii] as i say [pii] [sys] [pii] [pii] ok that's not for any marketing it's just in case we need to get a hold of you and that right and just make sure i've got all the details i need there ok you said everything seems to be chock a block have you got any more details [usr] it's [sys] you can give me [usr] the [sys] is the toilet [usr] the down pipes [sys] sounds [usr] from the house and everything well the toilet's not overflowing what i mean the toilet is but when i've looked outside [sys] is it slow [usr] i've [sys] to [usr] i've [sys] drain [usr] noticed [sys] is the toilet [usr] sorry [sys] is the toilet is the toilet slow to drain away at all [usr] it was the other day but it's been all right since i just thought it were a one off [sys] ok ok [usr] but that said [sys] what what did [usr] standing [sys] you say you [usr] water around the you have four pipes from the guttering the the full and i thought all right [sys] well we [usr] i [sys] have [usr] had to poke [sys] had a lot of [usr] around [sys] rain haven't we [usr] i had to poke around but there did appear to be some feces floating about in there whether the actual sores are attached to the same flaming pipe i don't know [sys] ok ok is it overflowing outside when you said you [usr] it [sys] had to [usr] it's [sys] poke around [usr] to the top if what i mean it's it is just overflowing one of them but not not by a foot it's just trickling over if what i mean [sys] right ok eight i'm just putting some things down in the background here to go through the booking system is [usr] ok [sys] it affecting kitchen sink and facilities or [usr] well no they're they're all they [sys] i never [usr] seem to [sys] said [usr] be draining but where are they going i don't know [sys] is it there's nothing backing up inside is it just outside but [usr] that's [sys] you've [usr] right [sys] noticed this [usr] at the [sys] just [usr] moment [sys] outside [usr] yes [sys] ok ok right and may i ask if there's anyone that may be vulnerable at your property by that i mean and young children elderly disabilities or [usr] no well i'm a pensioner myself but [sys] ok [usr] no no disabilities or anything no [sys] right we're looking at tomorrow onwards aren't we because of the pricing [usr] tomorrow if possible [sys] no i'm just gonna check the availability 110 right is flagged as an emergency but i i've put it that you're not available today because emergency [usr] aye [sys] would to get in the same day but because of the pricing you're gonna try and manage till tomorrow ok i just want to read back your telephone number [pii] [usr] that's right yes [sys] ok ok what will happen is is it'll be flagged as prior attendance tomorrow onwards and it's likely to be in the afternoon [usr] right [sys] tomorrow it [usr] ok [sys] might not be no before six pm tomorrow ok [usr] ok [sys] what will happen is an engineer or the local office and diner will give you a ring to let that they're on the way or they might just require some more details from you [usr] ok [sys] ok [usr] love [sys] are [usr] that [sys] you all right with that then [usr] yes then thank you very much [sys] thank you miss thank you mrs [pii] [usr] all [sys] all [usr] right [sys] right [usr] thank you [sys] take care bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] i'll speak to [sys] afternoon speaking to [usr] hello can you hear me i guess [sys] i can [usr] i need [sys] indeed [usr] someone to come out and unlock some drain pipes please [sys] ok residential [usr] it's residential [sys] property or commercial and there a contract with british gas for plumbing and drains are paying for [usr] paying [sys] it as a one [usr] for a one [sys] off [usr] off job [sys] job right what's your post [usr] it's [sys] code [usr] [pii] [sys] please [usr] [pii] [sys] 3 november alpha and then with these trains then [usr] we are [sys] are we [usr] talking [sys] talking externally [usr] externally yes [sys] and are they just blocked or [usr] they [sys] overflowing [usr] are blocked and they will overflow we only moved in yesterday er as we've used the shower [sys] ok [usr] and the toilets it's obviously getting higher in the drain holes now [sys] right ok have you still got to use the toilet at the minute but obviously it's getting coming up there right ok ok right let me give you the options then i mean what we do i mean it's up to you i don't know how close you are with regards to that but i mean whether you want today or tomorrow i'll [usr] ok [sys] give you the difference today if it's just a blockage that needs clearing to get it all cleared and free flowing you'll be looking at 224 including vat tomorrow 170 including the vat either way there's no call out charge the engineer would come out and have a look at it before he does any chargeable work it will confirm the issue [usr] ok [sys] and a fixed price you can then say yes or no if it's a yes it's cash or card on completion if it's a no then there's [usr] well [sys] no charge [usr] we'll have that please thanks bye [sys] wednesday [usr] bye [sys] today tomorrow today get it done right i'll go in as an emergent job for today depending on what the engineer's got emergency wise in the area as soon as he can he'll ring you when he's on route give or take [usr] lovely [sys] half an hour before couldn't say whether it'll be an hour every three but it will be [usr] lovely [sys] today ok right let me take some details then what's the first line of the address please [usr] [pii] [sys] search there is i've got it any medical conditions or vulnerabilities on the site that are that we would [usr] none [sys] need to [usr] at [sys] know about [usr] all [sys] no perfect and your [usr] is [sys] first name [usr] [pii] [sys] please [pii] [usr] without [sys] or without [pii] [usr] [pii] [sys] and your surname [usr] [pii] [sys] [pii] the best contact number to ring on [usr] [pii] [sys] route [usr] [pii] [pii] [sys] yep right all right [pii] that's everything i need and as i say the engineer will ring on route and you will get a text confirming the appointment [usr] thank [sys] in a couple [usr] you ever [sys] of minutes [usr] much [sys] no [usr] bye [sys] problem see you soon bye bye now you too bye bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plumbing services press two or if 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 afternoon you're through to [pii] you're speaking to how can i help [usr] yes could you give me a quote please for unblocking a drain [sys] a residential property [usr] it is [sys] and i'm assuming you don't have a contract for british gas for plumbing and drains or anything that then [usr] we haven't i've gotten the insurance policy does cover us for it but by the time we pay the excess i'm not [sys] excess [usr] sure whether it's worth doing [sys] whether [usr] it [sys] it's no right ok what's your postcode please [usr] it's [pii] [sys] right what we do there's no actual call out charge anyway an engineer would go out and have a look at it before they do any chargeable work they'll confirm the issue in a fixed price from [usr] ok [sys] there you can go either way if you say yes it's cash or card on completion if it's a no there's no charge just you give you get get you an indication if it is just a blockage that needs clearing and there's no other underlying issue that needs sorting that's causing it you'd be looking at 170 including that to do the works but as i say [usr] it's [sys] engineer [usr] it's probably [sys] will [usr] not [sys] confirm [usr] worth going through the insurance for that [sys] no [usr] but [sys] i get that i get that because sometimes the excess can be about that or more even no [usr] could can we arrange to have that done cos i mean obviously [sys] ok [usr] we've done what we're looking at it needs somebody who [sys] no [usr] knows [sys] no [usr] you [sys] as [usr] know [sys] i say we'll let exactly what's what and then once you've got the final figures you can decide whether you want to pay it or take it through insurance depending on if it is just a blockage or anymore what's the actual issue [usr] well the the utility room sink wouldn't er it it wouldn't drain away it it just the water wasn't draining out and it it was only when my husband let the bath water out yesterday i was at the side of the house and i noticed the water was coming up over [sys] of [usr] the manhole cover we've had a look underneath it's solid underneath i can see that that's the problem [sys] no i get you just my question is if there's something causing it or it's just blocked [usr] it's [sys] but [usr] blocked [sys] no that's fine what's the first line of the address please [usr] it's schoolhouse dental [sys] school house any medical conditions or vulnerabilities on [usr] no [sys] site are relevant we'd need to know about no [usr] we we're fairly demented living round here you but other than that no nothing [sys] alright and your first name please [usr] it's [pii] [sys] [pii] your surname please [pii] [usr] [pii] [sys] [pii] [usr] that's correct [sys] best contact number for you [usr] the [pii] is [pii] [sys] and have you got an email address that you use [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] that's right [pii] [sys] [pii] right give me 60 seconds then and see when it'll be it's only waste water that's coming up don't come up when it's over when er you flush the toilet or anything do you [usr] no [sys] does [usr] there there's [sys] it [usr] not there's nothing at all coming up inside but it is jam [sys] no [usr] packed solid in it when [sys] right [usr] i've looked in the drain [sys] come on luggage outside all the flowing [usr] i understand you've got cameras and all sorts if there was a problem you'd be able to see where [sys] we'll [usr] it [sys] be able if it's not just a blockage if there's something bigger going on we'll know what [usr] no [sys] it is and what it will cost and how to fix it we'll sort it either way but as i say for you at this stage it's a million dollar question is what what is it and what it will cost and then you can decide which way you want gold isn't it [usr] brilliant [sys] right today between now and six [usr] that sounds good [sys] and right the engineer will ring you when he's on the way about half an hour before and you'll get a text confirmation in a minute [usr] that's very efficient that's brilliant right [sys] right [usr] ok [sys] we might even have it sorted this afternoon right your fingers [usr] that's [sys] crossed right we'll see you later [usr] thanks [sys] you take care [usr] a lot now thank [sys] any [usr] you bye [sys] time bye [usr] bye [sys] bye now bye bye [usr] bye	0Appointment / Booking
[sys] thank you for calling dino rod partners [usr] bye [sys] with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you 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 morning speaking with how can i help [usr] hi i've got a couple blocked external ones at my house i was just wondering if i can book someone in please [sys] well you can have you got contracts with british gas for plumbing and drains or paying for it as a one off [usr] i'll be paying for it as one off [sys] and it well you said house your residential property [usr] yes [sys] just blocked or overflowing [usr] overflowing and blocked it's it's [sys] with [usr] obviously [sys] sewage i just [usr] sewage [sys] waste water [usr] it's [sys] sewage [usr] just it's it no sorry it's it's waste water but i mean there's one on the outside of my house which is on one side but then also my toilet's always always blocking as well on the other side [sys] right ok ok have you got a usable toilet at the minute or not [usr] you've got one but that's [sys] you're up [usr] but but [sys] right [usr] i'm i'm thinking i'm thinking that that's starting to smell as well i don't [sys] the [usr] what [sys] blockers [usr] it is [sys] we we can have a we can have a look at it all anyway but what we do just there's no call out charge an [usr] right [sys] engineer would go out and have a look at it all before they do any chargeable work they'll confirm the issue in a fixed price [usr] right [sys] and [usr] ok [sys] from there you can go either way if you say yes it's cash or card if you say no there's no charge [usr] right ok [sys] no [usr] no problem [sys] just as an indication if it's just a blockage and that needs clearing and you'll be looking at 180 including that if there's something bigger going on engineer will let but as i say you can decide which way you want to go once [usr] that's fine mate [sys] fair enough right have a look at when what's the postcode please [usr] [pii] [pii] [sys] [pii] first line of the address [usr] [pii] [sys] [pii] [usr] [pii] [sys] there is any medical conditions vulnerabilities [usr] no [sys] on site anything relevant no and your [usr] no [sys] first name please [usr] [pii] [sys] sorry again sorry [usr] [pii] [sys] [pii] [pii] surname [pii] [usr] [pii] [sys] and do you have an email address that you use [pii] have you got an email address you use [usr] yep it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] and what's the best contact number [usr] is [sys] for [usr] it [sys] you meet [usr] [pii] [pii] [pii] [sys] [pii] right give me 60 seconds see when it will be no time that keeps blocking smells right right today [usr] possibly [sys] either between now and six engineer will ring you when he's about half an hour away or in the afternoon between one and six [usr] one in six please [sys] this afternoon right i'll get that book gavin you'll get a text confirmation in a minute as well anyway but we'll see [usr] perfect [sys] you later on this afternoon [usr] lovely ma thank you [sys] see you later no [usr] bye [sys] worries [usr] now [sys] bye bye bye bye	0Appointment / Booking
[sys] thank you for calling diner rod our calls are recorded for training and monitoring purposes please choose from one of the following options press one for a new blockage or service inquiry press two for an existing or completed service press three for accounts press four for reception if the extension number you are calling hello diner rod [usr] hi i've been given this number by a plumber in my local area we were trying to get in contact with them because every time we flush our toilet there's water coming out onto the bathroom floor and it's coming up into our bath as well they said that it's not a plumber issue the [sys] ok [usr] drains need cleared outside [sys] no worries ok can i take your name please [usr] it's [pii] [sys] boy did you say [usr] [pii] [sys] thank you [pii] [pii] what should we address [usr] it's [pii] [sys] [pii] did you say [usr] [pii] and then drive and it's [pii] [sys] [pii] no worries when you're flushing toilet there is water is just rising it's going on the bathroom floor ok [usr] we can't have the [sys] and [usr] shower [sys] the al and also coming back ok it's it's also coming back your bath did you say [pii] ok [pii] the person i need to speak to is [pii] and he's currently on the phone that's why i've got to we got to be taking the w over phone calls what i'm gonna do is pass this on to [pii] and he he'll be back in touch within the next half an hour would that be ok [usr] that's no problem at all thank you much [sys] no worries i'll put [pii] this new mobile number you're ringing off sorry is this the best number to call you back on [usr] that's no problem [sys] no worries all right i'll pass this on to [pii] now [usr] thank you [sys] thank you bye bye [usr] thank you bye	0Appointment / Booking
[sys] thank you for cordano rod partners with british gas please listen [usr] no [sys] to the options [usr] cut me [sys] carefully [usr] off [sys] we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an did that you can now book drainage services online in a few easy clicks at dino.com for details alternative is hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to dino my name's [pii] how can i help you today [usr] yes you can yes i've just been on the phone with one of your colleagues and somehow we got cut off [sys] ok no problem [usr] but what what it's to do with i i've got a blocked drain it's not a sewer drain it's an actual kitchen drain that's blocked but it is running away slowly but very slowly well obviously when i let the sink out and it goes down the drain obviously it floods floods me drive the the i'm obviously not insured because i double checked that obviously it's got to come out of my own money and what not [sys] right [usr] i wonder if [sys] ok [usr] it's possible if i could get someone out to have a look at it as soon as possible because my wife's got a terminal illness she got lung fibrosis [sys] right no problem i'm sorry to hear that but i can definitely help with you could i quickly just clarify is this a domestic or commercial property [usr] sig my love [sys] and you don't have british gas home care cover for plumbing drains [usr] no [sys] at all [usr] no i don't [sys] no [usr] know i i've got british g i had british gas put me boy and whatnot in but i i didn't do the home care bit [sys] using the home care that's fine next question could i go through our prices with before we start [usr] sure [sys] ok our prices start from 100 and £80 including va t that's [usr] that [sys] monday to friday 8 a.m. to 6 p.m. after 6 p.m. it's from £225 as that's classed as out of hours [usr] right [sys] and payment would need to be made on the day afterwards completion via cash or card is that ok [usr] it's fine my love that's not a problem it's got to be done unfortunately i can't have it all [sys] it's [usr] running [sys] one [usr] out [sys] of it no [usr] ok [sys] i understand could [usr] they [sys] i have [usr] they [sys] your [usr] do that and go on [sys] i was just gonna ask could i have your postcode the first line of your address and your name please [usr] ok it's [pii] that's [pii] [pii] that's [pii] [sys] [pii] ok and the [usr] and [sys] first [usr] the first [sys] line of the please [usr] line of address is [pii] [sys] [pii] [usr] [pii] [sys] sorry you broke up there and i i heard for [pii] [usr] [pii] that's [pii] [pii] [sys] [pii] got that and your name please [usr] is it mister [pii] [pii] [sys] [pii] [usr] that's it is it you got it [sys] [pii] 33 nine echo x ray let's just have a quick [usr] my love [sys] look right i do believe he has booked you an appointment for [usr] lovely [sys] today [usr] brilliant [sys] i'm just [usr] because [sys] having [usr] i was [sys] a quick [usr] cut off [sys] look my it's an all day appointment for today [usr] right what [sys] it has [usr] were you going about i mean i obviously i've retired and whatnot though is there any particular time or would you go and ring me [sys] no the engineer will give you a ring when he's on his way just to let he's on his way [usr] have [sys] and that will be any time between now and six o'clock [usr] escrow stuff i'll just stop in all that i might just don't wanna go out because it's a bit too cold to go out i think [sys] but it [usr] and [sys] is definitely [usr] i got [sys] booked in for today for you [usr] i don't know if you wanna tell the engineer but it's not an actual full blockage it does run away very slowly obviously something's gone down there i would think [sys] it says here he does he has put that on that it's a slow it's just the the drains slowing slow to drain [usr] that's it my love and i i think i told him he's got two inspection covers got three outlets one he's obviously the sewer one is obviously the bathroom and the other one's obviously the kitchen i can't [sys] that's [usr] let [sys] fine [usr] love [sys] that's fine it's all it is all booked in already for you [usr] lovely great stuff i expect to see him some time today then [sys] most definitely [usr] fantastic my [sys] thank [usr] love ok [sys] you [usr] that's [sys] much [usr] really [sys] for your [usr] good [sys] call [usr] great thanks [sys] and have a lovely [usr] for your help [sys] day [usr] will do sweetheart [sys] you [usr] thanks [sys] take [usr] a lot bye [sys] care now [usr] bye [sys] bye bye [usr] thank you bye bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's 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 speaking to how can i help [usr] er ohh hello i'm calling i'm calling on behalf of my er dad er who's in his eighties and i'm just calling because he's not not that capable at the moment of calling people and his house has got quite a few plumbing issues that are they have been around for a while but they're getting much worse and i'm just wondering he he has got home care with british gas for his heating and stuff and er not for the plumbing but i'm just wondering is it possible for someone to come out and look and give him a quote for the things that are going on [sys] yes that's what normally would happen we'd send a plumber come out and he'll price everything up for you and leave you with a quote and if [usr] ok [sys] you're happy with the quote we can get the [usr] ok [sys] work done for you let me take a few details what's the post code for the address [usr] [pii] [pii] [sys] two minutes and the first line of the address [usr] [pii] [sys] just be a few seconds i just double check the postcode was it [pii] at the end [usr] er [pii] [pii] [sys] for [pii] you say it was [pii] [usr] one [sys] did you say ok i'll just check it is a residential property ok and who's the best name to pop down for us to speak to is it yourself or your dad [usr] do you mean to before or afterwards [sys] well normally they'll give you a call on the day just [usr] no [sys] to let they're on the way [usr] you probably need [sys] and [usr] to speak to me i mean he'll be he'll be there when the person i might i mean according to when you come i might be there at the beginning and then he'll be there obviously as well but but he'll get a bit confused about about what's happening i probably need to be the person to speak to the in in terms of taking the quote information [sys] i'll just take your name [usr] [pii] [pii] which is nasrallah [sys] two months and regards to the the works itself do what which bits and bobs need to be looked at [usr] i mean yes er i did i went round the other day and i made a whole list of things i can tell you straight away really really what they are the starting off with the most the issue that's most obvious is the fact that he's just got leaking taps everywhere and i think he has had leaking taps for a while but it seems to have got quite a bit worse recently and they're they they are dripping into the sink it's not cool it's not er an emergency but because i think because when he was even a couple years just two years ago he would have been able to have fixed some of this stuff by himself but because he's he's quite he's got more ill and is just not as aware anymore these things have suddenly got worse without anyone really realizing it's now er i looked at it i looked all round the different things anyway and i can see dripping taps in the kitchen he has he has a kitchen sink that's got dripping taps he's got a downstairs toilet with slightly dripping taps er and also in the bathroom upstairs there are drifting taps on the bath drifting taps on the sink everywhere that's that is the more minor issue and that is something that looks it needs to be repaired straight away there is a lot more serious work going on in the background which needs which will need quite a bit more investigation and is likely to cost quite a bit more and i'll just explain what that is the kitchen the kitchen is a very old kitchen he hasn't done anything to it for 30 years or whatever and and all round the first of all round the sink the worktop is just rotting and i don't know what's going on underneath it and then above it what's really worrying is that between the the ceiling it looks it's the wallpaper's come away and it's bulging out and then the bathroom is directly above the kitchen at the back of the house and then when you go upstairs you'll see the the bathroom is in a really dial state i mean one wall is just completely gray and black the the the wood all round the sink and the bath is just rotting away he just doesn't really i i just don't think he opens the window enough i just over the years it's i mean i i'm 49 now and i used to live in the house until i was about in my early twenties and even then i remember it was getting worse and it's just been neglected for a very long time and let me say also there's there's some there's some toilet problems as well it's a downstairs toilet and that's just in a really bad state it's just there's no lid on there i don't know why he hasn't done anything about it and it just looks it doesn't flush properly and then upstairs the the the toilet doesn't work but it makes once it's flushed it makes a really odd siren noise which he can't explain why that is and good good knows what that is i don't know it's it's just it there's a lot of work there but what what i find most worrying particularly is is just first of all the the taps leaking the potential damage they could cause and secondly there looks there's a really serious dry wet rot type thing between the bathroom and the kitchen and we're worried maybe the ceiling might fall down at some point not not right now but in the future i mean obviously for him it's it's just got to a point where i i think people are just he he himself is now getting concerned very concerned about it but it is he's neglected it for years it's completely and that's that's the situation i i don't know i have absolutely no idea what any of this will will cost but he just has to know what it is and then he'll have to deal with it what whatever it is [sys] that's fine will you be meeting the obviously cos there's quite a few bits and bobs going on do you want are you gonna be meeting the plumber on site [usr] yes [sys] just [usr] it's probably [sys] to [usr] a good idea for me to be there as well [sys] i'm just thinking this is just we don't there's nothing missing [usr] no [sys] inside [usr] i think [sys] that [usr] cos [sys] you that you're aware [usr] cos the [sys] of [usr] thing is he will he will miss things you see it's probably a good idea for me to but i'm i just have to make sure that the appointment you've got is just is just the right time for both me and him that we're both definitely gonna be there [sys] what's the best contact number for yourself for the engineer to ring you on [usr] [pii] [pii] [pii] and are you are you able to arrange the time i can i know what his diary is cos i have to [sys] let me just see what the availability is for you just be a second availability wise er they most most days they do two appointments one's a morning appointment between eight and one or afternoon between one and six and you normally get a call on the day then just to confirm roughly what time it's gonna be [usr] ok [sys] which days of the week are better for you because we've got quite a bit a available the only day we can't really do is wednesday really [usr] ok i'll have a look monday er monday who was i sorry monday no not monday well it's monday or not thursday friday's no good i'm probably tuesday tuesday tuesday no sorry i've been trying to think what eight thursday in the morning thursday in the morning eight till one or that's probably the best time er i can't sorry i can't do tuesday monday eight till one might be alright but i know the coming monday is no good the next one i can think of is thursday eight between eight and one [sys] we do thursday up at the 12th er [usr] that's [sys] in [usr] ok [sys] the morning the morning appointment for you i say the engineer will call you on that morning just to let what time is gonna be with you [usr] do roughly how what what rough type roughly would they call you [sys] they [usr] i mean sorry [sys] normally [usr] what [sys] give [usr] time [sys] you [usr] is it [sys] it's booked between the half between eight and one they normally give you about half an hour before it's generally when they finish the last job in the area and they get back in [usr] it [sys] the van [usr] might be i'm just trying to think it might be a bit it might be better to do the afternoon is it just trying to think of my is there anything in the afternoon on that on the thursday [sys] good [usr] of [sys] afternoon [usr] that [sys] it's fine [usr] think the afternoon might work better thursday the 12th in the afternoon [sys] between one and six and the 12th for you [usr] ok [sys] then the engineer they'll meet you on site run through what needs to go through and then they'll leave you with a quote and then you can say [usr] do they give you the quote on the day do they [sys] they'll write everything down for you and cost it all for you and then say xy and z if you're happy with it let us know and we'll come off there's quite a bit of work if you're happy with it they'll order parts or what needs to be you [usr] ohh [sys] know renew renewed or changed or something the taps it might just be the cartridges that need replacing rather than the whole tap they'll they'll give you a rundown of what's [usr] will [sys] what [usr] they [sys] he [usr] would they normally just tell you would they normally do anything on the day or would they just say well we're gonna come come [sys] it [usr] back [sys] depends [usr] on the [sys] what they've [usr] day [sys] got on the van it depends what needs fixing it they they carry quite a quite [usr] ok [sys] a bit of van stock a lot of it they would be able to do on the day but if it's not if they're nonstandard taps or not something that they carry on board it's in in a specific tap or an expensive one they'll they'll say we'll need to to to give you a for we'll have to order it in but if it if they're just standard taps that come with a sink and [usr] i [sys] they're [usr] think [sys] not [usr] they probably are but ii i don't know anyway he'll he'll he'll see when he gets there [sys] he'll he'll tell you what you can and can't do on the day and say if you're happy with the quote he'll give you the [usr] guess [sys] time [usr] that's [sys] time scale for what you can and can't do [usr] the [sys] on the [usr] work [sys] day [usr] as well ok that's that's great thank you very much i look forward to seeing the person [sys] we'll [usr] alright [sys] meet you we'll meet you on site no problem [pii] [usr] ok thank you very much thank [sys] no problem [usr] you [sys] bye [usr] bye [sys] bye [usr] bye	0Appointment / Booking
[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will [usr] [pii] [sys] be transferred to a customer service advisor [usr] madam [sys] we record calls for quality and training purposes [usr] up there do about that camera well i do my other laptop [sys] 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] about but [sys] our local teams of expert engineers are available across the [pii] 24 7 365 days a year [usr] that [sys] whatever the problem we'll send an expert dino engineer to your home [usr] hello [sys] to provide a free no obligation quote dino offers a fast reliable service you can trust with fixed prices and no call out charges you can rely on us to get the job done it's really easy to book appointments online just visit dino dot com hi you're speaking to [pii] can i help [usr] no hi good morning i'm calling from a petrol station i need help in getting a quotation for installing a thing in our store room [sys] ok can i take the postcode of where you are [usr] me 18 [pii] [sys] and it's the petrol station is it [usr] shell [sys] ok and you don't have a business account with british gas or diner rod [usr] no [sys] no and it's the installation of aaa basin is it [usr] pardon [sys] and in an installation of a sink base in it [usr] s basin with the pressure pump connected to the drainage because it's it's on the downstairs storeroom we need to do a thing and our drainage i believe it's going drainage pipe going to the upstairs and upstairs we got a flat [sys] ok [usr] there's no drainage around the store room area it might you might need a crusher and a pump to push the wood rub [sys] can [usr] here [sys] i take your name please [usr] my name is [pii] [sys] and the best phone number for you please [usr] [pii] [sys] yep [usr] [pii] [pii] [sys] and as far as there's no one there with any vulnerabilities or any disabilities [usr] no [sys] ok [usr] no no [sys] what i'll do is i'll pass all the details to the local office that'll be doing the work they'll call you back just to confirm [usr] ok [sys] what the problem is try and give you a quote over the phone if they [usr] ok [sys] have to attend to obviously size up everything they'll obviously sort all that out with you and then if there is anything chargeable [usr] ok [sys] that they do they normally take a cash or a car payment and it's also then that will be sorting you out with invoices [usr] ok [sys] all right that's all booked in for you now [usr] ok [sys] all right then [usr] all right thank [sys] thanks bye bye [usr] thank you very much cheers thank you thank you bye bye bye	0Appointment / Booking
[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three 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 did that you can now book plumbing services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes morning fruit [pii] speaking to [pii] how can i help [usr] hiya i've got a problem with my sink it's backed up and i think the problem is i poured caustic soda down there to try and clear it and i think it may have just set hard [sys] right ok residential property [usr] residential property [sys] do you have a contract with british gas for plumbing and drains or would you be paying for it as [usr] i'm [sys] a one off [usr] i'm i'm i'm fortunate i think i'll be paying for it [sys] ok great what's your postcode please [usr] it's [pii] [sys] [pii] all right let what we do there's no call out charge an engineer comes out has a look at it all first hand before they do any chargeable work they'll confirm the issue in a fixed price [usr] right [sys] once once you've got that you can then go either way if it's a yes it's cash or card on completion if it's a no that's fine there's no charge now just you've got some an idea if it's just a blockage down there inside outside wherever makes no difference to us it's just block no other underlying issue that needs sorting or anything then you'd be looking at 180 include in that to do it [usr] ok [sys] but as i say engineer will confirm exactly once you've seen it on the site and you can say yes or no from there at that point [usr] fine ok [sys] fair enough [usr] i think that's probably the best bet i mean i spoke to my normal plumber and he said to give you guys a call if it's [sys] i think it's more drainage than just the actual plumbing under the sink or something to be honest but no that makes sense what's the first line of the address let's have a look at some dates then [usr] it's [pii] [sys] [pii] any medical conditions vulnerabilities on site anything relevant we'd need to know about [usr] no [sys] no your first name please [usr] [pii] [sys] [pii] surname [pii] [usr] [pii] [pii] [sys] [pii] and your best contact number [usr] it's [pii] [pii] [pii] [sys] [pii] all right give me 30 seconds or let me just get to this diary see what we have sure right what i forgot come on can do thursday [usr] thursday ok [sys] either an all day slot between eight and six and the engineer will ring you when he's en route about half an hour away or the afternoon between one and six with the call en route [usr] ok i mean between all day i mean be best if you could get it in the morning if possible if it's a bigger job then [sys] shall i say shall write it down and say preferably i mean i can't guarantee it but going preferably a am [usr] yes [sys] that's fine right i'm booking for the thursday engineer as i say will ring you on route you'll get a text confirmation in a couple of minutes [usr] ok [sys] bye [usr] and just iw i mean if it is a bigger job will he be able to do it there and then [sys] it depends how big to be honest with you i mean nine times out of 10 it should be done there and then but can never say for certain depending on what it is engineer will say once you've seen it exactly when he can what it entails costs and when they can do it but nine times out of 10 i mean it should be done there and there [usr] ok fine [sys] alright [usr] all right [sys] see [usr] great [sys] you thursday no worries [usr] thanks very much [sys] take [usr] cheers [sys] care bye bye now [usr] bye [sys] bye bye bye [usr] bye bye [sys] bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three 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 too did that you can now book drainage services online a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning thank you for calling dino [pii] speaking how can i help [usr] hey [pii] i wonder if you can we had somebody come out the probably two weeks ago now to under a blockage for us which was great it appears they didn't put the drain cover back on because that's now come off and we've got sewage going everywhere [sys] drain cover wasn't on is that outside is it or [usr] yes [sys] ok [usr] just down the down the [sys] ok and what's the postcode of where you are [usr] certainly it's [pii] two delta [pii] [sys] and what name did we attend what's your name [usr] my name's [pii] [sys] and if i could also take the first line of the address [usr] yep [pii] [sys] your contact telephone number please [usr] [pii] [pii] [pii] [sys] right brilliant right i'll have to give that local office a call bear with me [usr] thank you i mean i also whilst he's here i think we're gonna need a little bit of an investigation cos it's obviously popped for a reason cos if it was flowing [sys] right [usr] freely it wouldn't have popped off would it [sys] i i i'm not an engineer i don't know to be honest with you [usr] blatant blatantly i [sys] i [usr] don't [sys] would [usr] either but definitely it we the the lids [sys] right [usr] have come off and [sys] ok [usr] it's going everywhere [sys] ok right let me just give that local office a call then bear with me no problem dino is the uk s expert repair service offering fast professional solutions to building maintenance problems [usr] hello [sys] our comprehensive plumbing and drain services are available across the [pii] and [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers whatever your problem or situation an expert 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 [pii] the market leader in drain services for homes and business across the [pii] hello [usr] hello [sys] hi would you be available today [usr] absolutely [sys] ok right she's gonna send somebody out just to see what the engineer did just bear with me i'll let her know that's ok one sec [usr] thank you [sys] [pii] is the uk s expert repair service offering fast professional solutions to building maintenance problems hello [usr] hello [sys] hi right the engineer will be around again today she couldn't give me the exact time but the engineer will give [usr] ok [sys] you a phone [usr] that's fine i mean we have someone will someone will be in all day it's not a problem [sys] fantastic fantastic there you got [pii] [usr] ok [sys] all done for you you're very welcome [usr] that's that's super thank you much i will i will look forward to hopefully having a nonn [sys] i bet [usr] smelly back all right thank you much [sys] take care [pii] [usr] cheers [sys] bye [usr] bye [sys] bye [usr] bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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 on are they [usr] morning [sys] morning can you me [usr] just about i think it's cutting in and out i've got a a blocked soil pod [sys] ok and residential or commercial [usr] it's it's in a flat [sys] ok do you have a contract for british gas for plumbing and drains or paying as a well off [usr] which i've i've got to pay pay and claim back from the management company if i if i can [sys] ok ok have you got a usable facilities at the moment have you got a usable toilets in the flat at the minute or not [usr] no what what it is is i went down to the garage this morning and the saw pipe comes down from the flat and across my garage but it's blocked and it it's leaking out the joints [sys] right ok ok is everything still usable inside the property though [usr] i mean we we found that when we went out cos we're not at the property at the moment we will there's the flats above i i've tried to contact them but there's no answer to stop them using the saw ppe [sys] right ok ok what's the postcode please [usr] it's [pii] [pii] [sys] [pii] right i'll let what we do but i can put it on for today anyway but what we do with regards to costs there's no call out charge an engineer will go out and have a look at it before they do any chargeable work they'll confirm the issue in a fixed price [usr] right [sys] once you've got that you can then go either way if you say yes it's cash or card on completion if you say no then there's no charge now [usr] ok [sys] just you've got some an idea if it is just a blockage if there's no other underlying issue that's causing the blockage that needs sorting or anything then you'd be looking at 180 including that to do it [usr] ok that's [sys] but [usr] cool [sys] as i say engineer will confirm exactly once you've seen it on site anyway and you can say yes or no from there at that point anyway [usr] all right [sys] time wise you can put it down as an emergency job for today depending on what the engineer's got emergency wise in the area as soon as he can he'll ring you when he's en route when he's about half an hour away [usr] ok [sys] fair enough right let's get you in what's the first line of the address please [usr] it's [pii] [pii] [sys] i've got it there any medical conditions vulnerabilities on site anything relevant we'd need to know about now your first name please [usr] my name is [pii] [sys] [pii] surname [pii] [usr] [pii] [sys] best contact number to ring en route [usr] this [pii] [pii] [sys] right right i'll get it raised now as i say the engineer will ring you en route you'll get a text confirming the appointment in a minute [usr] ok fantastic thank [sys] right [usr] you very [sys] see [usr] much [sys] you as soon as we can no problem [usr] cheers mate [sys] take [usr] thank you [sys] care bye [usr] bye bye [sys] now bye bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or 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] could i book a a visit please [sys] right is this regarding a domestic property or a commercial [usr] no it's it's one of our buy-to-let properties [sys] right are you calling on behalf of the agency [usr] no i i own the agency [sys] right ok do you have any longstanding agreement with british gas or road [usr] no we just pay by the job [sys] no ok and what's the issue [usr] er the drains are blocked [sys] i'm gonna need you to be a bit more specific than that [usr] i can only give you the details that the tenant's given me we need somebody to go out and inspect it and check it this is how we normally do it you've done a number of jobs [sys] ok [usr] for us [sys] i understand that but we are required to take more details just the engineer has a bit more information upon arrival are you aware of if it's an internal drain or an external drain that's blocked [usr] it's an external [sys] ok [usr] drain [sys] and is it overflowing sewage [usr] i don't know i don't believe [sys] ok [usr] i'm i'm only giving you the information that a tenant's giving me sometimes they're not exactly very [sys] ok [usr] descriptive [sys] can i take the postcode of the site please [usr] bear with me a second it is [pii] [pii] [sys] [pii] [usr] that's [sys] just [usr] correct [sys] bear me a moment what i can do is book the initial appointment slot in and the local office which is where the engineers are dispatched from within the area they'll give you a phone call back to discuss the price as well as what time an engineer will be sent out [usr] can [sys] if [usr] i [sys] you're [usr] ok [sys] ok to go ahead with [usr] that's [sys] that i'd [usr] fine [sys] need the company name again please [usr] it's central point properties [sys] central ok and is that contact name ok [usr] no i think his wife's going to be available if you just see [pii] [sys] this [usr] and [sys] would [usr] i can [sys] be [usr] give [sys] i know [usr] you [sys] it's a site contact but it'd be whoever you'd the local offices to discuss the price with i need [usr] that's [sys] the name [usr] myself just phone this number [pii] [pii] and [sys] i'm [usr] to be honest i know [sys] gonna [usr] the pricing [sys] need a mobile number [usr] [pii] [pii] [sys] [pii] first line of the address please [usr] that's correct it's [pii] sorry [pii] [sys] anyone at the property that's got any vulnerabilities [usr] in [sys] we should be made aware of ok [usr] no [sys] that's fine i'll go ahead and confirm that in you'll shortly receive a text confirmation about the appointment and as i said the local office will be in touch with you fairly soon you're welcome take care now [usr] ok [sys] bye [usr] thanks [sys] bye [usr] very much see you bye bye	0Appointment / Booking
[sys] thank you for calling diner road cover in [pii] [pii] [pii] and [pii] to book in the unblocking of a drain or arrange a cctv of a drain please press one for an update on your clearance booking or to reschedule an exist [usr] what [sys] good morning [pii] [pii] [usr] hi i was calling from my parents we're looking to get a drain at the front of their house unblocked and water [sys] ok [usr] sort [sys] not [usr] of [sys] a problem is it [usr] up [sys] constantly overflowing [usr] through it i don't i'm sorry i i've just come to er mum does it flow all the time or just when did it for a couple of days and now it's ok right it was more obvious a few days ago but it's if they run a you [sys] ok [usr] know run the [sys] not [usr] washing [sys] a problem [usr] machine [sys] that's [usr] or [sys] fine [usr] something [sys] what's the [usr] then [sys] post [usr] it then [sys] code [usr] it does [pii] [pii] [sys] ok it's 100 and £70 for the clearance which would need to be paid to the engineer once he was on site how however [usr] ok [sys] suits [usr] is [sys] you [usr] that [sys] best [usr] cash [sys] to [usr] check [sys] be honest [usr] or card [sys] what was the first line of the address [usr] ok [sys] ok [usr] it's five [sys] not a problem [usr] manor [sys] i [usr] close [sys] can get somebody there tomorrow morning what's the best contact name [usr] ok if it i'm trying to think what their phone number is it's it's sps spires and it's [pii] or [pii] and then i i don't know what their phone [sys] is [usr] number [sys] it [usr] is [sys] the [usr] sorry [sys] number you're calling [usr] i grabbed [sys] from [usr] my cellphone i live [sys] ok [usr] in the [pii] [sys] bear with me [usr] yes yes sorry i live in the [pii] and i just tried to call [sys] ohh [usr] you [sys] bless [usr] from my cell phone [sys] you [usr] and then i realized i hadn't turned my international dialing on i picked up the house phone and then i thought i don't [sys] that's [usr] know what their number [sys] all [usr] is [sys] right don't worry about [usr] i only [sys] it [usr] ever [sys] right [usr] face [sys] that's [usr] time [sys] fine [usr] them [sys] i'll get that booked in for tomorrow morning the engineer will arrive any time between eight and one as soon as he's on his way he'll give them a ring [usr] ok [sys] and then we'll hopefully get the blockage cleared for you all right [usr] ok [sys] brilliant thank you bye [usr] ok all right thank you much all right bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require 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] good afternoon you're through to [pii] my name is [pii] how can i help [usr] hello have you got anyone available today i've got a block drainage [sys] it depends on the circumstances of your boat dream with the weekend we only book what we call emergency jobs which means do you have sewage overflowing [usr] yes i have se [sys] you do right that would be an automatic emergency we'd look at the system and get someone booked out for you cost wise do you have a british gas home care policy that covers your plumbing and drains at all or [usr] no it's a commercial [sys] it's a commercial property right okey doke we booked it out and it'll be automatic emergency for the local office engineer to give you a call [usr] ok [sys] discuss what they can do and when they can do it [usr] ok [sys] have we been to you before [usr] yes you have [sys] all right ok what's your postcode [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] [pii] yep [usr] [pii] [sys] [pii] let's have a look and what's the actual address [usr] [pii] [pii] [sys] i got you here that's superb [usr] it's normally i'll i'll clean the [pii] family deals with that do they are you is a diner rock direct or are you are you call them [sys] you we are we're down the road that we book the essentially for the whole of the country we book for all the different local offices [usr] ok [sys] it'll be the local office engineer that come out to you right what problem have you got at the moment then [usr] i've got the sewage in the cellar that is not going [sys] right now is it yourself that's the best contact [usr] yes it is [sys] and what's your name sir [usr] [pii] [sys] [pii] hi and your contact telephone number is it the mobile number that ends at [pii] [usr] that's right [sys] brilliant that's the one we've got on the system already that's superb right i've got that booked on the system local office engineer will give you a call as soon as he possibly can because it is booked on as an emergency you should also receive a text message from me shortly to confirm the jobs booked on with the job reference number and the local office number [usr] ok no problem [sys] all right we'll see what we can do for you as soon as we can [usr] thank you [sys] thanks for the time bye [usr] bye [sys] bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks 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 down on demand how may i help [usr] hi [pii] i'd to book someone to come and clear my drain please [sys] all right ok do you have proper home care cover for [pii] drains [usr] pardon signal broke up there for a second [sys] british gas home care cover for plumbing and drains do you have that [usr] no [sys] no right we charge 100 and £80 inclusive of va t to a standard blockage assuming there's no damage to the drains is that ok can i take your postcode [usr] [pii] [sys] [pii] [usr] correct [sys] and the first line of the address [usr] [pii] [sys] and it's domestic property i take it [usr] it is indeed [sys] and your name is [usr] [pii] [sys] and contact phone number mr [pii] [usr] [pii] [pii] [sys] [pii] [usr] correct [sys] is it a block mo you've got or external trains [usr] there's [sys] that are blocked [usr] an external drain it's happened before there's there's no there's no run on it at all for short sections it just gets blocked up it happens every couple of years [sys] right ok just work through this it'll just take me a second [usr] but i think it's probably about this time two years ago i called you up to go and do exactly [sys] all right [usr] the same [sys] ok [usr] thing [sys] it's it's lasted a while then is there anybody with any vulnerabilities at the address are you very elderly ill [usr] no [sys] or disabled [usr] no no [sys] we can get some out today this afternoon between one and six would that be all right [usr] brilliant [sys] i'll send you a text message to confirm the booking the engineer will give you a call when he's on his way you can pay on completion by cash or card he [usr] i [sys] has [usr] think [sys] a card reader with him [usr] ideal [sys] it's just going to for you as i say you'll get a text message confirming that booking and that's all done for you mr [pii] [usr] i haven't gone for a year but i'm [sys] to [usr] sure it will but [sys] it [usr] anyway [sys] will come through in the next minute or absolutely [usr] perfect well thank you very much and i shall see someone this afternoon [sys] absolutely between [usr] bye [sys] one and six [usr] thank you for your help [sys] you're welcome take care [usr] alright [sys] cheers [usr] bye [sys] bye	0Appointment / Booking
[sys] thank you for calling [pii] covering [pii] [pii] [pii] and [pii] to book in the unblocking of a drain or arrange a cctv of a drain please press one for an update on your clearance [pii] speaking [usr] good morning we've got a a storm drain in a patio which is blocked [sys] right [usr] but i think [sys] ok [usr] it [sys] sir [usr] goes into the mains drainage [sys] well we do we [usr] do [sys] give [usr] you [sys] you [usr] come [sys] a quote [usr] out for nothing [sys] it's 100 [usr] to look [sys] and £70 [usr] at it [sys] to give you to get you on sir yes sir that's [usr] 170 [sys] including the va t [usr] including vat ok that's all right [sys] can i take your postcode please sir [usr] when can you come and look at it [pii] [pii] it's [sys] is [usr] [pii] [sys] that your name sir [pii] right ok no problems [usr] no that's [sys] er [usr] the name of the village [sys] if i can take your name [usr] it's [sys] and [usr] just [sys] address please [usr] it's just outside [pii] er [pii] the paddock [pii] [pii] [pii] [pii] [sys] ok ok [usr] [pii] [sys] and the best contact phone number sir [usr] well i'm i'm on a home phone which is [pii] [sys] you can you can you say that again please sir [pii] [usr] but [sys] yep [usr] sure [pii] [pii] [sys] yep [usr] [pii] and i've got a mobile which is [pii] [sys] right we [usr] [pii] [sys] could be able to get an engineer out to you today sir that i can't give you an exact time [usr] that'd [sys] at the [usr] be [sys] moment [usr] good what [sys] but [usr] sort [sys] the engineer [usr] of time [sys] will give you a call when he's on route we can't give exact times because we don't know how long each job takes you see [usr] ok [sys] yep ok [usr] ask [sys] i'll [usr] him to try [sys] i'll give [usr] both [sys] him [usr] numbers [sys] your [usr] right [sys] mobile [usr] in case i'm [sys] is [usr] out [sys] the primary number [usr] ok and ask him to leave a message if it doesn't answer cos [pii] [sys] yep ok sir [usr] is [sys] not [usr] is [sys] a problem [usr] pretty rubbish for reception [sys] ok [usr] just ask [sys] sir no [usr] to leave [sys] problems [usr] a text a text message or [sys] ok [usr] something [sys] then bye [usr] thank you very much bye bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes hello you're through to how can i help [usr] hi i'm calling from [sys] hi there [usr] hi what it was last i don't know if you're the right company well it's last night i had an alarm go off which was drainage alarm and water alarm obviously i know we had heavy rain but the alarm was sounding for a while a good couple of hours it even it eventually went off stopped going but is it is it possible to have someone out just to check everything over [sys] have you noticed any leaks anywhere [usr] no [sys] at all [usr] there's no leaks anywhere but obviously with drainage at the minute we have had leaks in the past outside in the car park er waste waste leaks [sys] ok have have you called us out before [usr] say again sorry [sys] have you called us out before [usr] possibly yes either me or a colleague that would have i believe [sys] let let me take some details and check it out for you what's the company name [usr] company [sys] there [usr] name is [pii] [sys] and the address and post code [usr] the postcode is [pii] [sys] [pii] [usr] no [pii] [sys] just be let me just have a look for you can i just ask you is this one of the key accounts [usr] i believe we [sys] have you have you got an account [usr] we [sys] with [usr] should [sys] us [usr] do i know all the other audis have what it is we're a new store we've only been open since july and i know obviously some contract there's some contractors take over for the first year and then obviously you go with other people but i'm not sure if it's you guys that are dealing with these situations now [sys] you'd have to find out from the company i mean what the procedure is for a key account you need to email that to the key accounts team [usr] well no what i'm saying [sys] and i'll just check the post [usr] go [sys] code [usr] on no go on [sys] but i was just gonna say i've just checked the post code is we've not been out to these premises before [usr] ok [sys] but if it's it is more than likely a key account [usr] right that's what i mean er [sys] it's just the procedure is they normally send us an email to the key accounts team and it's picked up and we booked the job out [usr] right i because we're giving you numbers in store see that we can we can call you to come out [sys] i mean that what i if you want i can arrange a call back somebody to give [usr] if [sys] you [usr] you [sys] a call [usr] can please [sys] back [usr] and i'll i'll speak to my area manager at the same time then [sys] can if i can if i can take your name and your contact number then i'll pass it on to the key accounts team [usr] no [sys] they'll call [usr] worries [sys] you back shortly [usr] my name is [pii] and the store number is [pii] double [pii] one double [pii] [sys] and there will be somebody there when we call in the next 10 minutes or [usr] have the phone [sys] just [usr] no [sys] this is [usr] [pii] [sys] [pii] isn't it [usr] it'll be [sys] [pii] [usr] it'll be [pii] because we're about 30 30 to 40 minutes away from [pii] [sys] all right that's fine leave [usr] no [sys] it with [usr] worries [sys] me i somebody [usr] thank [sys] to give [usr] you [sys] you a call back [usr] bye bye bye [sys] thank you bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi how can i help [usr] hello i'm having some work done at the moment outside my property a new driveway and paving and on and they said that all the the drains were all blocked and to give you a call to see if you could send someone to see what the problem is and hopefully unblock them please [sys] right the overflowing sewage [usr] no all the the drains are full of water [sys] full water are you able to use the toilets in the property [usr] yes that's fine i've never had any problems i wouldn't have known apart from the fact that they've been doing this work and discovered the problem [sys] ok is this regarding a domestic property or a commercial [usr] it's a domestic [sys] do you have british gas home care cover for your plumbing and brains [usr] no i don't no [sys] ok that's fine can i take the postcode please [usr] [pii] [pii] [sys] right bear me a second i'm just gonna have a look at the in a local office in that area are taking appointments right [usr] i mean [sys] ok based on what you've described to me the soonest we'll be able to get an engineer sent out to you will be sometime next week [usr] right ok that's [sys] now [usr] that's [sys] regardless [usr] all right [sys] of which day the engineer attends we don't have a call out fee we don't charge customers for the engineer coming out to the property [usr] right [sys] but [usr] ok [sys] once they do they'll carry out an assessment and they'll let what the issue is as well as a quote you will then need to agree to that quote for the engineer to then start the work as it's payment upon completion cash or card and forward you over the week monday to friday within office hours 8 a.m. to 6 p.m. starting price for unblocking is 100 and £70 and that's b ac included [usr] right [sys] is [usr] right [sys] that [usr] ok it could be any time [sys] i'd [usr] next [sys] need [usr] week [sys] to [usr] could it or are you able to tell [sys] i need [usr] me [sys] to fill [usr] which [sys] a couple more [usr] which day [sys] details before i can get to the availability starting with your first and surname please [usr] it's [pii] [sys] [pii] was that [usr] no [pii] [sys] [pii] ok and your mobile number please [usr] [pii] [pii] [sys] i've got [usr] [pii] [sys] [pii] [usr] [pii] [sys] and the first line of the address please [usr] it's [pii] mere close [sys] anyone at the property that has any vulnerabilities we should be made aware of health conditions [usr] what [sys] disabilities [usr] what do you mean [sys] anything [usr] sorry [sys] that and [usr] no [sys] just to confirm [usr] no [sys] your postcode i've got charlie whiskey [pii] [pii] [usr] no [pii] [pii] [sys] ok ok just bear with me a second please we've got tuesday available tuesday the 19th ok that will be an all day appointment meaning the engineer would attend at any time between 8 a.m. to 6 p.m. and they'll give [usr] that's [sys] you a phone [usr] fine [sys] call and you're en route [usr] you [sys] there anything else i can help you with right right thank you [usr] right [sys] for calling [usr] ok [sys] in take care now bye bye [usr] no that's it no thank you thank you ok right	0Appointment / Booking
[usr] i was going to send [sys] thank [usr] some money [sys] you for calling dino rod partners [usr] i don't [sys] with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services did that you can now book drainage servicess 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 are after they they [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] i [sys] our [usr] know [sys] local [usr] it's a [sys] teams of expert engineers [usr] i know it's [sys] are available [usr] upsetting [sys] across [usr] for her but [sys] the [pii] 24 [usr] i do [sys] 7 365 days a year [usr] what he says [pii] says he put a camera down it might not be coming from i don't know where it's coming from [sys] whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote [usr] it was i know [sys] dino offers a fast reliable service you can trust with fixed prices and no call out charges you can rely on our good morning you're through to how can i help [usr] yes i was wondering if you could send it's not my property somebody out to me mum's property she seems she's got a problem with water leaking we don't know where it's coming from but it's going into next door's yard under the wall [sys] ok no problem let me see if i can get them into the area what's the post code [usr] [pii] [sys] [pii] [usr] [pii] [pii] [sys] thank you and the first line of address [usr] [pii] [sys] and you said that's a residential property [usr] pardon [sys] and you said that's a residential property [usr] that's her property [sys] and do she's got a british gas policy for a [pii] prominent road [usr] no [pii] [sys] no problem [usr] this same number i know i [sys] may i just take your name please [usr] it's not my property but i'm a daughter i'm missus [pii] [sys] thank you sorry just bear with me two seconds i'm just having some system issue [usr] that's what i've told him [sys] i just need to pop you on hold for a minute or two is that ok [usr] ok that's fine [sys] thank you [usr] put me on hold [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems [usr] ok [sys] our comprehensive plumbing and drain services are available across the [pii] [usr] what is [sys] 24 [usr] it [sys] hours a day 365 [usr] i'll have to take the back [sys] days [usr] door [sys] a year [usr] to round to [sys] provided [usr] [pii] again [sys] by local teams of highly trained and equipped engineers [usr] you give it to him back if you give you give it back [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 [usr] there won't be much happening [sys] 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 [usr] no no call no call out [sys] 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 business across the [pii] offering fast reliable service no call out charges and fixed prices visit dino dot com for further details or to book an appointment online [usr] i know we've got nothing done today will [sys] would you to save 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] ok definitely [sys] being on the phone when driving can put you and other road users at risk please stay safe our agents will ask you to call back later if you're driving [usr] we go [sys] did you can now request plumbing and drains appointments online in just a few easy clicks visit dino dot com and use our online booking form hi thank you for holding i'm really sorry [usr] that [sys] about that i'm not sure what's going on but i managed [usr] ok [sys] to fix it [usr] hello that's [sys] hi can you hear me [usr] i can hear you [sys] sorry about that i'm not sure what happened but i managed to fix it can i just grab that postcode again please [usr] [pii] [sys] perfect and can i just take your contact number [usr] [pii] [sys] yep [usr] [pii] [pii] [sys] thank you i'm just gonna check now and see if we can get a plumber out to you [usr] ok [sys] just to let there's no call out charge up number i'll come down and give you no application quote if you're happy to go ahead with it it's just payment with the engineer by cash or card would you say the leak's containable [usr] er we don't know where the leak is coming from but the next door yard he keeps saying there's all water the wall between says there's all water going in his yard [sys] all right ok any blockages in the property the toilets running slow or anything that [usr] no i know well i mean she's had we had the seven water trying to look at it he checked the [sys] what [usr] water [sys] did they [usr] meter [sys] say [usr] and they said the more the water meter was ok they got in touch with the drainage they sat me they put a camera down and they just said it was there was some baby wipes and shouldn't have any more problems but this morning the neighbor's gone round and said is it still leaking in their yard [sys] ok when they say that it's leaking in their yard is it coming out of their man hole or one [usr] no [sys] of their drain holes from [usr] it [sys] the ground [usr] it seems as though it's just coming onto the wall [sys] under the walls ok ok no problem i'll get a plumber out for you if they do diagnose it and that it's it's a drainage you've blocked one then we can get drainage we can get a drainage engine after that not a problem at least to get someone out there to diagnose it first for you are there any health issues or vulnerabilities you want to make the engineer aware of [usr] well my mum doesn't move but er my mum doesn't walk about she's stuck really in the house but next door to her my mum's number 14 shifting place and then a neighbor next door number 12 has got a key to the back gate and to the back door [sys] ok no [usr] and [sys] problem [usr] we could let the engineer in [sys] no problem i can get a plumber down to you it'll be this wednesday in two [usr] wednesday [sys] days time [usr] ok [sys] perfect between go [usr] what [sys] on [usr] between when [sys] between eight and six and then she will give you a call to let when they're half an hour away [usr] yes ok just make them aware that they've got knock on number 12 based [sys] no problem that's fine i'll put [usr] we can [sys] in [usr] open [sys] the notes [usr] the gate for him ok [sys] all right perfect anything else i could do for you [usr] no that's fine it's wednesday between eight and six ok thank you very much [sys] all right [usr] ok [sys] thank [usr] bye [sys] you take care now bye [usr] right bye when the	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes i help out with today [usr] hi my name is doctor [pii] and i am from [pii] [sys] yep [usr] someone came today it is through the british gas to change the the hot water tank and the the heating element in it [sys] right [usr] and [sys] ok [usr] but he couldn't do it he went back but since then i'm not having a hot water at all [sys] you're not having hot water at all [usr] no [sys] and that was a british gas engineer and not a daron all odd one [usr] i think it was down the road through the british gas [sys] ok can i take your postcode i'll have a look if it was with us or not [usr] it is [pii] [pii] [sys] and what date was it [usr] it was [sys] this [usr] today this [sys] morning [usr] morning it is quarter to 10 [sys] right [usr] and it came on the road [sys] ok no worries if you give me a moment i'm gonna a quick look for it [usr] ok thank you [sys] right ok if you bear with me two months i was just gonna put you on hold as i speak to my colleague is that all right [usr] ok [sys] no [usr] no [sys] worries [usr] no problem [sys] dino is the uk s 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 you ok alright what i'm gonna do is i'm gonna pass you over to british gas you can speak to them over the phone if you just let them know what happened obviously [usr] ok [sys] that the engineers made a fault and you've now got no hot water they may be able to send an engineer back out to yourself you just have to speak to them to find out [usr] ok thank you [sys] alright no worries i'll pass you over now have a nice day [usr] thank you [sys] good afternoon my name is you're through to british gas how can i help [usr] hi my name is [pii] this morning someone came and it need to change the the the water tank with the the heating element in it before that we i i [sys] ok [usr] was getting good hot hot water but since then no hot [sys] right [usr] water is [sys] ok [usr] coming [sys] you had the repair this morning was it [usr] no he couldn't do it he went back and said that he will send the because he checked some electricity in some electrical i think his sensor was giving that some electricity is coming in the pipe [sys] ok do you have your [usr] he [sys] home [usr] didn't [sys] care account [usr] do [sys] number [usr] it and he went away hang on let me let me open the app ohh it is only coming my er city and home home service hang on 40 meat [sys] i am here [usr] hello right home care number [pii] 000 1989 [sys] lovely i'm just gonna load up the details here just bear with me [usr] 429 [sys] and can you confirm the first line of the address [usr] it's a 40 meats lima echo 25 whiskey delta [sys] and that's where the appointment was will happen today is it ok [usr] this morning [sys] and he was definitely a british gas engineer ok right [usr] no [sys] ok [usr] no but it came on the the dino road van but it was through the british gas home care [sys] right ok i'm gonna put you on a quick hold mr [pii] while i speak to the dino team and find out what's going on i'll be right ok ok right just bear with me then i'll be right back with you ok [usr] ok i i rang the dino and they said they transferred me to you ok thank you [sys] british gas is an inclusive company for all we're proud that our workforce reflects the diversity of the customers that we serve we operate a zero tolerance policy towards abuse of our employees who have the right to terminate any customer call if they receive abuse of any nature please offer our employees the same respect they offer you you can book your annual service appointment in our new app in just four apps wherever you are whenever you search for the british gas app on apple store or google play we know how important your home is if your boiler breaks you can book a repair on our website in under a minute visit british gas dot co dot uk or search british gas being on the phone when driving can put you and other road users at risk please stay safe our agents will ask you to call back later if you're driving moving home did you can now change all your details online any time of day or night wherever you are to save yourself a call we can create a password for you and your engineer they're definitely who they say they are if you one just ask and we'll sort it for you if your boiler and heating are working at their best you'll save money on your heating bills a central heating filter is likely to help you can ask your engineer if you've got one coming and they'll give you an idea of what it will cost ask your advisor or one of our engineers about getting a carbon monoxide alarm fitted if you haven't got one you can't see taste or smell carbon monoxide the gas safety council recommend you keep safe by getting all your gas appliances serviced every year and to have a carbon monoxide alarm in every room of the gas appliance if you're not sure how to use all the controls for your central heating system just ask our engineer to talk you through them when we next visit if you're worried your boiler has seen better days and you're a home care customer you can get a discount on a new one as long as your agreement covers your boiler and central heating just ask your agent about it if you want to make your central heating system better and more efficient to help save you money we can help it might surprise you to know we do things replace radiators with newer models and offer a range of things to make hello mister hello there mr [pii] what i'm gonna have to do because the the work required in the cylinder can't go ahead until the another electrician has a look at it because it [usr] hello [sys] looks as if something is live there which [usr] yes [sys] could be dangerous i can get a what i can do what i'll have to do is get an engineer electrical engineer booked in for [usr] no no [sys] i can [usr] i just [sys] get him out to you [usr] check [sys] this evening [usr] the pipe there is no electric [sys] he [usr] current [sys] has [usr] or [sys] to have [usr] anything [sys] a look at [usr] in [sys] it [usr] that [sys] make sure it's safe [usr] only [sys] and and make sure it's [usr] problem [sys] ok to [usr] is i'm [sys] conduct [usr] not having [sys] the work [usr] the hot water at all [sys] and then they can go ahead with the lender replacement hopefully hopefully tomorrow or the day after that that's [usr] ok [sys] of course i do understand but we have to do things in a safe way as best as we can i can get an electrician booked in for this evening i'll i'll do that for you now the best contact number [usr] the tomorrow [sys] is that the number [usr] because [sys] ending in [pii] [usr] three years without hot water it will be difficult [sys] that'll be it could be any time between six [usr] ok [sys] pm and 10 pm i've booked [usr] ok [sys] that in for you just bear with me [usr] that's right ok [sys] hi i'm still here just bear with me i'm still [usr] hello ok [sys] right because there's an excess on the account mr i will need to take some card details but there won't be another excess charge for the electrician but just because of protocol and getting the appointment booked in i'd need to take card details to confirm the appointment that's correct there will only be one excess i can see you had an electrician previously as well the payment for that hasn't been [usr] but [sys] taken [usr] the [sys] yet [usr] thing [sys] as well [usr] this is an ongoing process [sys] there'll only be one excess on the account i'm gonna [usr] yes [sys] get [usr] this [sys] the [usr] this time the £50 excess hasn't [sys] that's [usr] been taken [sys] right [usr] but [sys] i'm just gonna get [usr] if [sys] the secure [usr] i will give [sys] line [usr] you [sys] set [usr] now [sys] up here [usr] it is [sys] just [usr] not [sys] bear with [usr] taken [sys] me [usr] any any further [sys] right can i start by taking the card holder [usr] no [sys] name [usr] that's right ok with the plumbing and everything that is [sys] is [usr] only one [sys] it the full [usr] excess [sys] name on the card [usr] ok [sys] and when you're ready can you input the long card number on the keypad [usr] [pii] it says doctor [pii] ok [sys] then if you could input the expiry date in the same manner and the three digit security code lovely just checking if that's been processed right that's all booked in for you then you can expect an electrician today between six pm and 10 p.m. and he will hopefully make sure everything's safe to carry on with the cylinder replacement no worries you take care then mr [pii] bye bye [usr] ok ok thank you thanks bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas [usr] pretty shut up [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 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 hello you're speaking to [pii] at on demand how may i help [usr] hello i've had an appointment with down the road to block a drain unblock a drain and that the name's [pii] and it's tq 12 5 qu [sys] tq 12 5 qu let's have a look [usr] [pii] [sys] you've got an appointment booked have you [usr] pardon ii i [sys] you've got [usr] phoned [sys] an appointment [usr] you last [sys] book [usr] i phoned you last yesterday evening and you said you [sys] right [usr] were gonna come [sys] ok [usr] round today [sys] between eight and six it's an all day appointment [usr] but i've i've had a message from you on my answerphone [sys] and what did the message say [usr] i don't know i can't i can't work it out it's be burgled [sys] right ok well it's showing as scheduled and an engineer has accepted it i can ring them up at the local office just to check that they're on the way if you'd me to do that mr [pii] [usr] did they did they say they were on the way [sys] well it says it's been accepted by the engineer i i'll check with them and see when he's likely to be with you are you ok to hold a second [usr] i can find hold [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers whatever your problem or situation an expert dino engineer will visit your home or premises and provide a quote free of charge and without obligation hello thanks for holding for me [usr] hello [sys] he's on his way to you mr [pii] they said that he'll be with you within the next half hour or [usr] ok thanks very much [sys] ok you're welcome cheers [usr] thanks bye [sys] thanks bye bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes diner 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 afternoon you through to speaking to how can i help [usr] i a i've got a good toilet [sys] rock is residential property or commercial [usr] er residential [sys] residential have you got contracts with british gas for plumbing and drains or paying as a one off [usr] no [sys] no all right is it the only time that you've got or have you got another one you can use still [usr] er started one [sys] only one what's your postcode please [usr] you do [pii] [sys] [pii] [usr] [pii] [pii] [sys] remember [pii] right i'll let what you're looking at cost and time wise time wise will be to be depending what the engineer's got emergency wise in the area as soon as he can he'll ring you when he's on the way about half an hour before [usr] ok [sys] what we do with costs there's no call out charge the engineer [usr] ok [sys] would go out and have a look at it before they do any chargeable work and they'll confirm the issue and the fixed price and [usr] ok [sys] then from there you can say yes or no if it's a yes it's cash or card on completion if it's a no there's no charge but [usr] ok [sys] but just if it is just a blockage and there's no underlying cause issue that needs sorting you'd be looking at 1 70 including that to do it [usr] ok er if it's just the normal stuff [sys] if it's just normal but he'll let before he does anything but if it's just a normal blockage 1 70 if there's something else bigger going on he'll let but either way he'll let before he does any work [usr] ok that's [sys] right [usr] perfect [sys] let's get [usr] no problem [sys] you in then what's the first line of the address please [usr] er it's number 40 fuck it name th tango [sys] i've i've i've got it i've got it's come up anyway i've got it lane in [pii] [usr] 4396 [sys] any medical conditions or vulnerabilities on site that we'd need to know about [usr] no [sys] no [usr] no no [sys] and your first name please [usr] my first name is [sys] and is that am and your surname [pii] [usr] ok [sys] how are our best contact number for you to ring on route [usr] [pii] [sys] [pii] [usr] [pii] [sys] ok [usr] 121 [sys] alright now i'll i'll get it raised now engineer will ring you en route you'll get a text confirming the appointment in a minute no [usr] cheers thank roughly how [sys] i couldn't [usr] long [sys] say it depends [usr] it will be [sys] where he's got it could be an hour it could be three i couldn't say all right see [usr] ok [sys] you soon [usr] no worries [sys] bye [usr] mate [sys] now bye [usr] cheers [sys] bye bye no worries bye [usr] ok [sys] bye [usr] thanks bye	0Appointment / Booking
[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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 this is how can i help [usr] hi there i've just found that we've got a blocked drain from the outflow of our cesspit [sys] is this regarding a domestic property or a commercial [usr] a commercial [sys] there's a block from the sorry i [usr] it's [sys] didn't [usr] the [sys] quite [usr] outflow [sys] catch [usr] it's the outflow from the cesspit [sys] outflow of assessment ok and do you have any longstanding agreements with either british gas or ourselves with [usr] we we have been a customer of in the past we haven't got any agreements that i know of [sys] no no worries that's fine can i take the postcode please [usr] yes it's [pii] nine ad [sys] upper [pii] alpha delta [usr] yes ma'am [sys] ok just bear me a second i'm gonna double check if the office in that area are taking appointments just to confirm papa novem papa november 3 3 [usr] tango november tn [pii] 9 ad [pii] november [sys] that's what [pii] alpha delta ok that's more it and is that the crowhurst christian healing center [usr] yes ma'am [sys] the old directory [usr] yes that's it [sys] ok great right what i can do is book the initial appointment slot in for you on the local office which is where the engineers are dispatched from within the area they will give you a phone call back shortly to discuss the price as well as as well as what time an engineer will be sent out today if that's ok [usr] that sounds fine [sys] ok all right i've got it with me what do i need i need a contact name please [usr] my name is [pii] [sys] ok and a mobile number [usr] [pii] [sys] [pii] [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] i've got [pii] [usr] that's the one [sys] anyone at the property that has any vulnerabilities we should be made aware of [usr] none that would affect your work now [sys] ok is the drain overflowing sewage [usr] it's gray water it's there there's no m particles or matter [sys] ok [usr] it's [sys] ok that's not an issue i've gone ahead and booked that in [usr] ok [sys] and as i said the local office will be in touch with you [usr] awesome thank you very much [sys] you're welcome take care bye bye [usr] cheers [sys] now [usr] then bye bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] my name is [pii] how can i help [usr] hi [pii] i wonder if you can help me right i've got a slight problem here right i've got relatives that live in living there and in essex my love and they've had some work done in the house and somebody's dug up the garden and they've put the clear water pipe that into the dirty water pipe and the dirty water pipe into the clear ok and i [sys] dear [usr] there's also a some breakages [sys] ok [usr] break breakages as well there as well and my cousin that's over there he's got terminal four cancer and it's their own house and the brother is has a nervous breakdown cos of it all and his the dad has been taken into a home they're in a complete mess over there at the moment the council came in from er i'm i'm not sure i think it's essex council came in to to deal with this and this has been going on for nearly enough a year and they've still not been done anything about it and all i get getting keep getting back from the fella that's from the essex council is the fact of the matter that they don't wanna do it because of the state of the place but this needs to be done as soon as possible and i was just wondering if there's any chance that your company could go out and do you deal with this or who can you [sys] quite [usr] advise me [sys] possibly [usr] of who can deal with this [sys] i think we should be able to help you out with it but i'm probably better off getting you through to the local office than guessing what's your post code [usr] right the post code for the the address is [pii] [pii] [sys] [pii] [usr] and it's the number is [pii] [sys] right bear with me two seconds i'm gonna pop you through to the local office [usr] -huh [sys] they should be able to get somebody to come around and give you a quote for the work i can't see [usr] lovely [sys] it being something we can't deal with [usr] right ok [sys] right [usr] that's brilliant thank [sys] two [usr] you [sys] seconds my darling sorry to hear about your brother by the way [usr] no my cousin sorry thank you [sys] no worries here we go [usr] all right my love thank you very much for your help [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance [pii] how can i help [usr] hi love i've just spoken to one of your colleagues called [pii] and he said to put come through to the office what the situation is i've got many relatives one sign of terminal cancer the other one's in a home and the other one has had numerous a nervous breakdown because of everything that's happened and somebody has come out of the house and they they were doing work on the property and what has happened they interfered with the the pipes or whatever what they've done they've put the clean water pipe into the dirty water pipe and the dirty water pipe is the clean water pipe what's happened it's flooded obviously the people's garden next door and it's come up through the toilet as well the ship and this needs to be sorted obviously that it's their own house we need to get someone out there to give them a quote to find out how much it will cost to fix it [sys] right i'm er right you are you saying another company has done this [usr] and i and i have someone that [sys] and [usr] that [sys] what what [usr] was staying [sys] sort [usr] with the house [sys] of -huh [usr] and and i've taken off the i've just gone and taken off [sys] right [usr] we can't we can't find him to come back and put this straight as it were quite frankly i'm a bit pissed off with that but no there's a big whole message cos obviously it's interfering with other people's gardens now and stuff i mean it's dried out now in the garden where it had flooded and it obviously the censorship was quite potent is the word but obviously this still is still the hole is still open the council er came out to deal with this essex council and they're saying because of the state of the the place they can't deal with it now they've said that now we have to get in touch with someone to come out and see if we can get a quote from someone that can come out and do do the work here and fix this to sort it [sys] right when you say that the the the fresh water pipe has been attached to the drain i'm guessing you mean that the water supply has been attached to the drains is [usr] i don't [sys] that what you mean [usr] know how it's going i don't know it's been the tap one you're supposed to put clear water the clean water pipe for the taps i suppose it is to the clean water pipe and you're supposed to put the the foul one for to the foul drain [sys] ohh [usr] what they've [sys] you're [usr] done [sys] talking about [usr] they crisscrossed it the they've put the foul one to the clean water and the clean water one to the foul water [sys] right ok we wouldn't be able to give you [usr] and [sys] a quote to [usr] then i think [sys] fix [usr] i believe [sys] it [usr] as well darling right [sys] we wouldn't be able to give you a quote to fix it unfortunately for at least a week because our our repairs engineer is on holiday we haven't [usr] right [sys] got anybody available to do it to come out and even look at [usr] that's [sys] it [usr] fine that's fine darling is there is there a price to go out and look at [sys] no [usr] it or is [sys] there's [usr] it [sys] not [usr] free and then you [sys] no we would need to come out and assess the situation first but our next available date isn't until the 23rd [usr] that's fine can we do that [sys] of course no problem what's your postcode what's the post code of the property [usr] right it's it's [pii] [pii] [sys] ok let's see [usr] and it's [pii] [sys] [pii] ok right i'm just gonna put you on hold just to make sure that i am gonna be booking it in for the right people just i'll just quickly discuss it with my colleagues two seconds ok thank [usr] that's [sys] you [usr] right darling thank you if you if you [sys] hello sorry yes i am booking it in for the right people no problem can i take your surname [usr] ok right it's [pii] it's it's it's under my cousin's name's [pii] [sys] and could i take [usr] and his first name [sys] sorry [usr] is is [sys] [pii] ok [pii] and can i take the best contact telephone number [usr] if you give my [sys] -huh [usr] number a call darling because obviously i have to i'll have to give him call to let let him know you're coming if you take my number it's [pii] [pii] [pii] [sys] all right no problem what i'll do is i'll book it in for the engineers to come and visit you first thing on the morning of the 23rd and they'll give you a quote while they're there ok [usr] fantastic my [pii] and do you do what time [sys] about [usr] in the morning [sys] 8 39 [usr] it will be [sys] o'clock [usr] 8 39 ok darling that's 89 [sys] right [usr] ok right a smashing my love and do i get any code or anything [sys] you should [usr] for this [sys] get [usr] or [sys] a text message it's an automated text message but if not then obviously if you wanted to double check closer to the date then you can ring up and just give the post code and we'll be able to find you ohh [usr] ok [sys] right [usr] my darling no problem that's brilliant [sys] no [usr] all right [sys] problem [usr] thank you very much [sys] thank [usr] cheers [sys] you [usr] thank [sys] bye [usr] you [sys] you too [usr] all [sys] bye [usr] the best bye bye bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy 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 at how can [usr] hi [sys] i help [usr] i wanted to just make an appointment for an engineer to go out to my house cos there's a bit of a a drainage block i think somewhere [sys] ok is this regarding a domestic property or a commercial [usr] it's domestic [sys] she's got external dr is it [usr] well i think yes i let the the house and what it is there's a a pipe that goes into a a little bridge thing out just outside the kitchen and i'm not and what they're reporting is i think three times last week waste matter seems to be coming back up through the drain i don't know whether it's a it it's in connection to a main drain that it all connects to or where the blockage is or what it is really i mean it could just be leaves i don't know [sys] ok do you have british cat home care cover for your clothing and drink [usr] no [sys] now can i take the postcode please [usr] it's [pii] re i think i don't think sorry i don't live there [pii] re it's [sys] some [usr] right field [sys] i'm just checking if the office in that area are taking appointments and by the looks of it they are we can go [usr] ok [sys] ahead and book an appointment in for an engineer to attend any time between now and 6 p.m. if that's ok [usr] yes it yes it should be yes i mean i've i've just dropped my a message to my tenant just to make sure she's gonna be around this week she works from home it should be absolutely fine i'll go back to her and just tell her that [sys] in regards to price and procedure we don't have a call out fee that means we don't charge customers for the engineer coming out to the property but once they do they'll carry out an assessment they'll let what the issue is as well as a quote you'll then need to agree [usr] ok [sys] to that quote for the engineer to then stop the work as it's payment upon completion cash or card and for during the week monday friday within office hours 8 a.m. to 6 p.m. starting price for unlocking is 100 and £80 and that's va t included [usr] right ok is is that in that in that area then it's no cheaper [sys] no [usr] in that [sys] it's [usr] area [sys] just suspended [usr] no ok the standard rate is it that's fine ok okey dokes that's [sys] ok [usr] that's fine do you do you what do you need do [sys] i'd [usr] you need [sys] need [usr] the address [sys] your [usr] and everything [sys] first and surname please [usr] my name's [pii] [pii] [sys] ok and your mobile number please [usr] [pii] [pii] [pii] [sys] i've got [pii] yes [usr] [pii] [sys] first line of the address [usr] no that's [sys] please [usr] right it's [pii] [sys] anyone at the property that has any vulnerabilities we should be made aware of [usr] no [sys] ok i'm gonna go ahead and book that in you'll shortly receive a text confirmation about the appointment and as i said the engineer will call you once he or she's on route and obviously you can liaise with the tenant right [usr] ok no that's fine but it it's today [sys] but [usr] between what did you say between [sys] exactly [usr] any time [sys] any [usr] now and [sys] time [usr] up to [sys] between [usr] six [sys] now [usr] o'clock [sys] and 6 [usr] just [sys] p.m. [usr] i can let her know that's fine [sys] ok great [usr] ok [sys] thank [usr] that's [sys] you for calling [usr] fine [sys] in [usr] all [sys] take [usr] right [sys] care [usr] then [sys] bye [usr] ok [sys] bye [usr] thank you bye bye	0Appointment / Booking
[sys] welcome to dino east midlands please note all calls are recorded for quality and training purposes in order to help us direct your call please listen carefully to the following options if you have a drainage issue including blockages cctv surveys drain repairs or tankers please press one if you have a plumbing issue please press two if you would to discuss an invoice or have a finance query please press three hello [pii] [usr] yes hello i'm calling from scrap off golf club we had an engineer out on friday for a blocked drain [sys] you've got someone coming [usr] there's meant to be somebody [sys] you [usr] back [sys] certainly [usr] out today [sys] is [usr] i just wanted [sys] no [usr] to [sys] you definitely [usr] double [sys] have [usr] check [sys] he is just over in and then he should be with you it shouldn't be too much longer alright [usr] perfect that's [sys] no [usr] that's [sys] worries [usr] marvelous [sys] take [usr] thank you [sys] care [usr] very much alright cheers [sys] bye [usr] then [sys] bye [usr] thanks bye bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three [usr] home care policy [sys] did that [usr] i [sys] you [usr] did [sys] can [usr] i did [sys] now book [usr] two [sys] plumbing [usr] years [sys] services [usr] don't talk [sys] online [usr] let me get [sys] in [usr] through [sys] 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] don't touch your button [sys] we record calls for quality and training purposes [usr] excuse me based around can't read this writing [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 afternoon fridge speaking to how can i help [usr] a dino rod engineer called our house on wednesday the 27th of september and [sys] ok [usr] we're still awaiting a quote for a new shower unit obviously the shower our shower has packed up and [sys] right [usr] it was suggested and that the shower unit we have is called myra jump [sys] right right no i get [usr] you [sys] it [usr] know [sys] what's [usr] them [sys] the what what's the post code [usr] [pii] [sys] it is [usr] [pii] [sys] got you if you hold it i've got it i'll hold hold the line for me i will get you through to the office in that area and let's see where they're up to with it [usr] yes [sys] it won't [usr] cause [sys] be a second [usr] we really need a shower unit i i know it will be expensive won't it [sys] i can't i couldn't say to be honest it's not something i deal with pricing wise [usr] i see ok yes [sys] ho ho [usr] that's fine [sys] ho ho hold the line i'll get you through [usr] ok [sys] to the local office [usr] all [sys] who [usr] right [sys] will be providing [usr] yes [sys] that quote [usr] thank you [sys] it won't be a sec thank you this call is being recorded if you do not wish to be recorded please disconnect at this time thank you for calling dino plumbing your call is very important to us all of our agents are currently busy assisting other customers please continue to hold and the next available agent will take your call alternatively you can email your query to [pii] thank you for calling dino plumbing your call is very important to us all of our agents are currently busy assisting other customers good afternoon plumbing how can i help you [usr] yes a dino rod engineer called on wednesday the 27th of september and we're still waiting for the quote for a new shower unit because he looked at it and he said you need a new shower unit and [sys] ok [usr] we were we were desperate we desperately need a shower [sys] ok can i get your postcode [usr] and i keep [sys] please [usr] trying to get through [pii] [sys] is that for [pii] [usr] [pii] yes [sys] ok just bear with me for a second [usr] well how how long am i gonna have to wait i've been nearly an hour trying to get through [sys] no [usr] on this phone thing [sys] it's fine i can just stay on call i'm just gonna send a few details over to our on demand team who deals with our chargeable work and advise [usr] will [sys] them [usr] it be very long [sys] no no no it won't be long at all [usr] ok then i'll wait [sys] thank you very much [usr] i just hope i've got enough charge in my my mobile but i think i have [sys] it's it it's a quote needed for a shower [usr] my [sys] unit [usr] it's my jump shower unit we need a new shower unit and we need somebody to install it don't we [sys] yes that's right i just [usr] how much would it be have you any idea [sys] if that's with our on demand team i would advise i'm gonna advise them to send a quotation over to you and [usr] well they said that they'd do that earlier on and they haven't done that have they they need to come now and put it in we need a shower unit long as it's not too expensive [sys] ok just bear with me i'm gonna put you on hold while i speak to my colleague about this ok i'm gonna put you on hold for a minute [usr] please don't be [sys] i [usr] long [sys] won't be if it does get cut off i'll give you a call back ok [usr] thank [sys] no worries [usr] you come on sure it doesn't take all this time to find out how much it cost to go in no i'm just waiting for this man to give me the quote i don't know how he's just asking his superior how much it's going to cost yes they know it they they knew the company he said i could have a cup of tea hello [sys] hello [usr] ohh come on hurry [sys] hello [usr] up [sys] hello [usr] hello yes i'm here here [sys] my colleague will give you a call in a short while to give you an update regarding the quotation [usr] well he he's just gone to do it he's been gone 10 minutes has has he not come back [sys] no we need to get further we [usr] hello [sys] need to get further hello [usr] i just need i just need somebody to come and put [sys] yes [usr] in a shower unit is [sys] yes [usr] that possible [sys] it is [usr] ohh [sys] ok [usr] good when can they come [sys] the details have been sent to the [usr] when [sys] on demand team they will give you a call back [usr] can they come tomorrow can they come tomorrow i have no [sys] ok [usr] water you see i can't have [sys] my [usr] a [sys] colleague [usr] wash [sys] will give you a call back shortly ok [usr] do you want me to switch off [sys] yes [usr] now then [sys] my colleague will give you a call back shortly [usr] hello i don't think he's got the number [sys] yes [usr] has [sys] he does [usr] he or has he [sys] ok [usr] right do you want [sys] yes [usr] me to switch [sys] please [usr] off now then [sys] thank [usr] all [sys] you [usr] right [sys] bye [usr] how do i switch off	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing did that you can now book drainage services online in a few easy clicks [usr] no i just talked [sys] visit [usr] to someone [sys] dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes well i know my name's [pii] how can i help [usr] hello i've got a bit of an emergency going on at home my son was in the shower and the showers run through the downstairs toilet and flooded everywhere with sewage [sys] right [usr] i've had a look outside in the pipe outside you can see there's loads of poo and stuff that's all come out of that pipe there's clearly been [sys] ok [usr] a blockage but i'm just a bit of a nightmare cos i've got a one year old and i've got two other children and er there's just sewage in the house [sys] ok what's your postcode [usr] it's [sys] there [usr] [pii] [sys] yep [usr] [pii] [sys] ok doke give me one moment then let me get you across to our local team [usr] brilliant [sys] and see if we can get out of the [usr] thank [sys] water [usr] you [sys] this evening for you one minute good afternoon can i help [usr] hello yes i'm just phoning cos i've had a bit of an emergency in the house my son was in the shower upstairs [sys] -huh [usr] and all the water's rang through the downstairs toilet [sys] ohh [usr] it's [sys] dear [usr] it's flooded all downstairs into the cupboard and when i've gone outside it you can see the pipe it's there's poo there's all sorts all being shot out of that pipe i've i've isolated the toilet downstairs obviously nothing's running at the moment but i've got a one year old and two other children obviously my one [sys] ohh [usr] year old's [sys] dear [usr] walking around in the sewage i've had to get someone to come and pick him up for a while i just need [sys] right [usr] someone to come and have a look and sort it out for us please [sys] what area are you in [usr] it's good bro [sys] in [pii] right can i call you back in five minutes i just need to stop the engineer cos he's just driving up the m and towards [pii] [usr] yes [sys] just are you are you aware of the price by the way [usr] no i don't [sys] it's £225 and it's payment on completion [usr] ok what is that for them to come and have a look or is that to take [sys] that [usr] a blockage [sys] to come and [usr] out [sys] do something and [usr] yes [sys] and to get rid of the blockage for [usr] that's [sys] you [usr] that's fine [sys] bye [usr] that's ok 200 and what did [sys] right [usr] say sorry 200 [sys] £225 [usr] that's fine i mean as long as you [sys] if [usr] can take [sys] you want [usr] cash [sys] to [usr] with [sys] definitely [usr] yes [sys] not a problem right [usr] ok [sys] i'm gonna stop the engineer now right what's your name sorry [usr] i'm [pii] [sys] [pii] i need your one i need your phone number [usr] it's all [sys] [pii] [usr] [pii] [sys] i i need your [usr] [pii] [pii] [pii] [sys] [pii] has the paper come apart [usr] i mean it's there's loads of stones that are on the top of the grate outside it's lifted the grid up [sys] all right the man all dropped off [usr] well [sys] is it the man all underground right is it just your property that's affected right ok right ok i'm gonna get them out there now give me i'm gonna ring you back for your details right [usr] brilliant [sys] i'm gonna ring you back [usr] thank you all [sys] bye [usr] right bye [sys] bye [usr] bye	0Appointment / Booking
[sys] thank you for calling diner rod partnered with british gas calls may be recorded for quality and training purposes if you need any help with the drainage problem press one if you require our plumbing services press two or if you have any did that you can now book drainage services online or chat to our advisors online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor please hold good evening down a road speaking how can i help you [usr] hi there i i have a well i have a a water problem inside a building there's water seeping [sys] you have what [usr] in [sys] sorry [usr] it a problem with water seeping in at the edge of a wall and i dug on the outside of the building and there's a drainage pipe that is all blocked up and i wonder if possibly that is the problem and obviously because the pipe is blocked there's no water coming into the building [sys] is it a domestic property or a commercial property [usr] well it's a farm it's a building just on a farm next to a farm cottage the farm cottage is adjoining to an adjacent building and it's the the wall between the two between the cottage and the farm building it's just aaa drainage pipe just that runs alongside the edge of that building [sys] ok and is there any home care do you have a home care policy with british gas put [usr] no [sys] in drainage [usr] no [sys] no ok problem the pipe is blocked right ok to block it's monday to friday between eight am and six pm it starts from 100 and £70 and then after hours it's a fixed price of £212 [usr] ok [sys] you would need to pay the engineer on completion of the job by cash or card [usr] ok [sys] and i just need to take some information from you and based on your postcode i'll be able to find out whether there's any availability in your [usr] ok [sys] area [usr] thank you [sys] can i please have your post code [usr] it's delta golf eight [sys] [pii] [usr] seven l lima [sys] ok thank you [pii] ok and what's the first line of the address please [usr] it's kirk farm [sys] ok [usr] i have used down the road before there was someone here went [sys] ohh right [usr] i'm trying to remember i think that was 2019 or something it was before covid anyway or or in around [sys] right [usr] here i can't just remember [sys] ok [usr] two or three years ago [sys] all right and can i please have your name [usr] it's [pii] [sys] [pii] you're the con the contact for the engineer [usr] yes -huh [sys] and your contact telephone number please [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] thank you just need to the training sorry i'm just copying what you were before the water isn't coming up [usr] well there's water there's water coming through the building and the drain adjacent to that is blocked i'm presuming because the dreams blocked the water is now exiting somewhere else [sys] bake ok got you [usr] but i'm not totally convinced but obviously this will rule that problem out [sys] all right ok if i'll put and i'll just put that you're on shore you just need to check customers [usr] when the when the the when they do the jetting when they jet out the pipe how how long how great a distance can they do that over how many meters approximately [sys] unfortunately i'm not quite sure i don't know the the technical details of it is there do the distance that i can put in there from what you're talking from your point of view from your home where you are [usr] well i don't know i where i think the outlet might be i would say possibly it won't be any longer than 50 m i don't think if it if it's marginally [sys] ok [usr] longer [sys] longer than 50 m ok i've i've put that there for them [usr] just approximately [sys] thank you [usr] because i don't i'm just the problem is the farm was built a long time ago and obviously whoever put the drains in will be dead [sys] hm [usr] a long time ago i can't i [sys] all right [usr] ask them and [sys] you [usr] there's [sys] can [usr] no plans [sys] ask [usr] whereas a modern building has all the plans which show where all the drainage systems and everything are [sys] ok i understand ok is there any vulnerabilities that they need to be aware of [usr] no [sys] anything [usr] i don't think no [sys] ok all right just see what's available now is it affecting mostly is it it's inside because it's the water's coming into the building [usr] yes -huh that that's where it's noticeable does that when i if someone does come do they just print me and then how do i get an invoice for that [sys] say [usr] do [sys] that [usr] you [sys] again [usr] how do i get an invoice do you email me an invoice once the job [sys] you [usr] is done [sys] do all right because i the prices that i gave you i think i've mentioned they need to you you would need to pay the engineer on completion of the job by cash or card or if you require an invoice i can put a note that you do require an invoice because but because it's an out of an on demand service the the preference is to pay by cash or card to the engineer [usr] -huh [sys] on completion of the job [usr] but i could also do with an invoice for the va p [sys] right [usr] part [sys] ok [usr] and [sys] i'll [usr] and [sys] put [usr] that [sys] a note [usr] invoice the the business name is [pii] for the for the invoice [sys] alright [usr] rather as my personal name [sys] he did sorry i should have asked the the billing address is [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] it's still the same sub name obviously but [sys] ok [usr] and if i give you my email address as well [sys] right bear with me just need to and it's the same d g 87 [usr] yes -huh [sys] p [pii] [usr] it's just that it's just [sys] just bear with me i just need to change it d g eight i just have to set it up separately just bear with me [pii] [usr] [pii] [pii] [sys] thank you i just take the contact telephone number [pii] [pii] [pii] [pii] thank you second thank you i my bricks arm i got it all right ok i've put that you require an invoice ok his contact telephone number the right contact telephone number [pii] that's the one [usr] that's it [sys] thank you ok i said before the the engineer will give you a call about 20 to to 30 minutes before arriving [usr] ok [sys] and he just if you i've put that you require an invoice they will try and provide any invoices or if your preferred option is to pay by cash or card because usually at this time they prefer payment on completion of the job [usr] well it would just be it'll just be card payment [sys] ok then all right what you'll receive a text message with a job reference number as well and [usr] ok [sys] a contact telephone number if you should have any problems you can give us a call back [usr] ok [sys] ok all right thank you thanks for your call [usr] how long how long do you reckon it'll be before i get someone [sys] we i'm unable to give you a specific time but they will they [usr] no [sys] will give [usr] but [sys] you the [usr] what a bit about how many days how many days will i have to wait or can you not tell [sys] it's [usr] me [sys] not [usr] that [sys] i'm unable to say they they look at the job as and when it comes in they're likely to give you a ring today if it's not today then it will definitely be tomorrow [usr] right ok right ok [sys] ok [usr] but someone [sys] all [usr] will [sys] right [usr] give [sys] thank [usr] me a ring [sys] you [usr] first that's great [sys] yes [usr] ok [sys] they will [usr] thanks [sys] give [usr] very [sys] you a ring [usr] much [sys] for ok thank you [usr] ok thank [sys] alright bye [usr] right [sys] bye [usr] bye [sys] bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please [usr] right [sys] 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 [usr] just [sys] and [usr] say [sys] training [usr] we've got family [sys] purposes [usr] for their community [sys] 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 without a problem we'll send an expert i know engineer to your home to provide a free no obligation quote dino offers a fast reliable service you can trust with fixed prices and no call out charges you can rely on us to get the job done [usr] it is give me the the key i mean that you take that to the that one [sys] it's really easy to book online just visit dino.com [usr] alright but the fact they're not irish they speak chinese but they're busy [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 [usr] ok ok [sys] our local teams of expert engineers are available across the [pii] 24 7 365 days a year [usr] is that the plan of the drone [sys] hello i [usr] hello [sys] i [usr] hello [sys] hi can you hear me [usr] yes i can yes hello we're just wondering whether there's any way that you can help us please we've got obviously family coming to stay today and we have a a block drain thing i can put you to my husband [sys] that's fine [usr] right here i just don't delete because i've been on the phone hello [sys] hi there this is [pii] at dino how can i help [usr] yes we're on on the whirl do you have someone on the rural [pii] area who could who could help us just clear a just rod a rod a drain for us to the pre as soon as possible [sys] ok can i take some details about the issue is [usr] yup [sys] there's a block drain is this affecting anything inside the property [usr] no no it's purely outside it's a drain that runs a sha shallow drain which runs right next right on the back of the house very shallow drain [sys] ok [usr] and [sys] and [usr] there's manholes there which can be rotted [sys] right and is there any wastewater present [usr] the the the the the manhole is is starting back up [sys] right ok this [usr] it's it's near the top now [sys] ok the rest [usr] on the [sys] of it [usr] the on the foul not the foul manhole [sys] ok could i take your postcode please [usr] yes it's [pii] [sys] yep [usr] [pii] [sys] ok i'm going and can i take the first line of your address please [usr] yes it's [pii] [sys] lovely thank you ok and just to confirm this is a domestic property and it's where you live [usr] yes it is [sys] ok [usr] family coming to stay [sys] ok and do you have any british gas home care cover for your plumbing and drains [usr] no no nothing that no [sys] ok [usr] no [sys] can i take your name and the best number to reach you on [usr] yes my name is [pii] and the best number is [pii] [pii] [sys] yep [usr] [pii] [sys] that's great ok ok and by any chance do you have an email address that you use [usr] yes i do it's [pii] it's [pii] [sys] that's wonderful thank you ok i just need to ask this question are there any vulnerable [usr] i guess [sys] people at the property that's anybody with a medical condition or a disability [usr] yes that's myself [sys] ok and the blockage is outside and there is sewage present ok and would you be available today [usr] yes [sys] ok if i go quiet it's just because i'm adding some notes in here for the engineers just he knows what's going on [usr] ok [sys] and did you say the drain was to the rear of the property or the front [usr] the the rear [sys] the way [usr] that the case is [sys] ok that has flagged as an emergency appointment just for the simple fact that there is sewage present and it is a health hazard what what [usr] yes [sys] what will happen now is i'll send this job off to an engineer when it comes up on his schedule board you'll get a confirmation text message he'll ring you about half an hour before he's due to arrive we can't [usr] ok [sys] can't really give an eta for emergencies because they they just pop up anywhere at any time [usr] ok fine [sys] i just need to confirm you'd be happy to pay the engineer completion should the works be completed and [usr] yup [sys] the sunday hours it would be a price of £237 including va t is that ok with you guys [usr] ok yes ok [sys] no [usr] yep [sys] problem i will send this off to him now have you got a pen and paper just to jot down your local office number [usr] ok [pii] [sys] ok the number is [pii] [pii] [usr] [pii] [sys] [pii] [usr] [pii] ok [sys] and that's all booked in for you just listen out for the phone because the engineer will ring you when he's nearby [usr] that's fine ok thank you [sys] no [usr] very much for [sys] problem i hope you have a lovely [usr] ok [sys] christmas [usr] thanks thank you yes [sys] bye [usr] thanks [sys] bye [usr] ok cheers now bye bye bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes 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 good morning thank you for calling dino [pii] speaking how can i help [usr] hello would to book somebody to come and clean my drains if possible [sys] ok and is it for a commercial domestic property [usr] it's domestic there's there's no problem with water flow in the bathroom it's just a a continuous smell it's a sulfur smell [sys] right [usr] i think well the plumbing outside [sys] ok [usr] the bathroom is the guttering and the sink bath toilet will go down the same main waste pipe and i just think there's a build [sys] ok [usr] up creating a smell because there's [sys] ok [usr] no well i'll get the guys to come out and have a look [sys] is it [usr] but there's no water flow issues i can't i don't think it's a blockage it just must be [sys] right [usr] a build up of scum [sys] ok [usr] but it [sys] no problem ok no problem and do you have british gas home care cover for plumbing and drains [usr] i'm not sure i could find out [sys] because i if you have you see i can't book it in it needs to be booked in by british gas if you have you see [usr] ok can i book a quote anyway somebody need to come out and have a look anyway or can you not even [sys] of [usr] do [sys] course [usr] that [sys] no i can do that if [usr] can [sys] you if [usr] we [sys] you haven't [usr] do [sys] got [usr] that [sys] the cover [usr] in the [sys] of course [usr] the meantime [sys] now the only problem is you wouldn't if you have got the cover they you'd still have to pay for this job if that makes sense you wouldn't be able to back claim on it if that makes sense [usr] no that does make [sys] ok [usr] sense [sys] fine no problem if i could start by taking the postcode [usr] hold on i can find that [sys] sorry [usr] what's it called british gas cover [sys] british british gas home care cover for plumbing and drains [usr] i will find [sys] ok [usr] but the post code is [pii] four [pii] we do [sys] you have right [usr] we do [sys] ok [usr] have the cover [sys] no no it's good because it's a lot cheaper for you you see but i will have to transfer you to the home care team to book it in ok [usr] yes should i find that paper i can see if i'm covered first and then i'll call you back ok [sys] of course [usr] brilliant [sys] you can [usr] go and have a look [sys] no problem all right good luck [usr] brilliant thank you i'll speak to you soon yes [sys] no problem [usr] right thank you bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services [usr] right [sys] press two [usr] no you're going for an hour [sys] did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] my name is [pii] how can [usr] hello [sys] i help [usr] afternoon i was wondering if you could tell me what time the engineer will come please i can give you my postcode and address if you want [sys] i can have a look [usr] sure [sys] for [usr] thank [sys] you [usr] you [sys] and see if i can do some what's your postcode [usr] hotel papa 13 five [sys] -huh [usr] delta uniform [sys] and your name and address [usr] my name is mister [pii] [pii] [sys] i got you on [usr] sure [sys] here it has been scheduled to an engineer [usr] right [sys] called the it's difficult to say really cos i can't see his diary [usr] right [sys] but depending on how many jobs he's got how long it takes for each job [usr] i was just [sys] you [usr] wondering [sys] know [usr] if [sys] but [usr] you [sys] he would do [usr] i was just wondering if you could give me an indication because i have to put the kids to sleep quite early because it's a school day tomorrow [sys] right what i'm gonna [usr] sure [sys] do i'm gonna give him a quick call [usr] please [sys] see if i get a hold of him have you got an idea if not i'll leave a message and ask him to give you a call because he may be driving [usr] sure [sys] and whatever but [usr] thank [sys] hold [usr] you [sys] the line for me on the line [usr] ok thank you thank you i be [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] ohh [sys] sir [usr] hi [sys] hi i've left a voice message on his answer machine [usr] right right [sys] for him to give you a call as soon [usr] sure [sys] as he can [usr] thank you [sys] er just to give you an idea and an indication of when he's going to be with you because i say at the moment he may be underwater somewhere or [usr] that's fine no problem [sys] or he he may be driving [usr] it might be [sys] i'm [usr] driving [sys] not allowed to [usr] right [sys] answer the [usr] ok [sys] phone for driving [usr] fair enough no problem [sys] i see what happens from [usr] sure [sys] there [usr] thank you thanks for doing that thanks again thank [sys] ok [usr] you bye [sys] no [usr] bye [sys] problem [usr] thanks [sys] no [usr] bye [sys] problem thank [usr] bye [sys] you bye bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's 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 morning you're through to dino [pii] speaking how can i help [usr] hi there i've got a problem with a block drain in the garden [sys] is it overflowing outside [usr] no it's not overflowing now it's quite a [sys] no [usr] it's quite a deep drain [sys] i is there anything locked inside the property the toilets anything draining slow [usr] sorry say that again come on hang [sys] is [usr] on [sys] there is there anything blocked inside the property [usr] no no [sys] right ok and you don't have british gas home care cover do you [usr] no i don't know [sys] and it's a domestic property [usr] it's it's my home [sys] that's fine the the earliest we'd be able to get somebody out to you because it's a standard job we always allow three days it will be mid next week [usr] mid next week wow it's it's a deep drain it should it should be fine till then [sys] no problem [usr] thank you [sys] we'll get that booked in for you if i could just get the postcode please [usr] sierra [pii] 50 nine golf hotel [sys] and the first line of the address [usr] [pii] [sys] and your full name and title please [usr] it's [pii] [sys] best contact number [usr] is the number i'm calling you showing up [sys] it is i just need you to confirm it if that's ok [usr] it would be it's it's that one [sys] are you able to confirm the number there sir [usr] [pii] [pii] [sys] [pii] [usr] you got any idea of costings or anything [sys] the engineer will when the engineer's out there they'll inspect it first and then provide you with a fixed quote [usr] ok [sys] the price the prices are from 100 and £80 including vt and you can pay by cash or card once the job's done [usr] when [sys] if you decline the quote you won't be charged anything [usr] sure [sys] there's no call out charge [usr] there's no there's no there's no call out charge [sys] there's no call out charge no the engineer will give you the quote if you accept it he'll go ahead and do the job you can pay by cash or card once the job's done [usr] ok [sys] if you decline [usr] all right [sys] it you won't be charged anything [usr] sorry [sys] is that ok [usr] say that again say that say that again sorry [sys] yes if you decline the quote you won't be charged anything [usr] you won't charge us anything if we decline the quote [sys] there's no call out charge [usr] right ok fine ok [sys] ok is is there is there anyone vulnerable at the property there anyone with any health issues [usr] partners are disabled [sys] ok just bear with me just checking the dates for you now just one moment please [usr] ok [sys] earliest appointment we've got is tuesday morning between eight and one [usr] the second is that [sys] that's right [usr] that's fine that's fine [sys] the [usr] yes [sys] engineer will call you between eight and one half an hour an hour before arrival ok [usr] ok [sys] right [usr] the only thing [sys] and [usr] i've [sys] that's [usr] got to do [sys] all [usr] is [sys] that's all booked in for you now [usr] ok cool [sys] all [usr] just [sys] right [usr] i just put if you wanna put a note on there i'll be i've got i've got to take my son to do the school run for about quarter to nine but i'll be in the caravan working if he [sys] well [usr] knocks the [sys] the the engine [usr] door [sys] yes [usr] if he knocks the door he gets no answer i'm in the caravan [sys] that's fine he'll call you before anyway you can you can [usr] all [sys] advise [usr] right ok [sys] me [usr] all right ok all right [sys] ok [usr] we'll see something on tuesday morning between 888 and one [sys] that's right [usr] ok thank you [sys] alright no worries take [usr] all [sys] care [usr] right all right bye	0Appointment / Booking
[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two 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 well i know my name is [pii] how can i help [usr] ohh good morning love we have a problem we're not sure whether it's a blocked toilet or the outside drain [sys] right ok [usr] we need an engineer to come out love and do it for us we're [sys] all [usr] 78 [sys] right [usr] we're in a vulnerable we're both disabled and if you could tell me how much it's going to be before we you come [sys] right ok you don't have any british gas cover for drains it's just something [usr] well [sys] you'll have [usr] we [sys] to pay [usr] do [sys] for [usr] i think [sys] is it [usr] no we have cover under my [sys] right [usr] policy [sys] you [usr] with the premier bank account that covers [sys] right [usr] the [sys] ok [usr] drains [sys] you've got your [usr] or [sys] own [usr] the toilet [sys] have you [usr] but we we can ring you and then we'll let them know that we've [sys] and then you let them know [usr] you [sys] ok no worries that's fine and it's your own home though is it you own [usr] it [sys] it and live [usr] is [sys] in [usr] love [sys] it [usr] yes [sys] no worries that's fine we should be able to get that sorted for you and is it your only toilet that's affected is it do you just have the one [usr] we're [sys] toilet [usr] not sure [sys] in the property [usr] [pii] not sure because we recently had it done with blon the toilet but but i'd been in hospital for four days and when i came home [pii] said when he went to the toilet he couldn't it wouldn't flush [sys] want to [usr] it [sys] go [usr] didn't [sys] down [usr] overflow but he he doesn't know whether it's the toilet that's blocked or the drain outside [sys] on the outside [usr] we're not sure [sys] ok [usr] we need [sys] no [usr] someone [sys] worries [usr] to check that out love [sys] well that's fine no problem at all and what we can do is obviously if it's affecting your toilet and it leaves you with no toilet we'd look at getting it sorted today for you [usr] that [sys] assuming [usr] would be [sys] you [usr] lovely [sys] want it done [usr] yes [sys] straight away for it with it being the weekend it is a bit more expensive than during the week but [usr] yes [sys] it is a [usr] that's [sys] fixed [usr] fine [sys] cost [usr] love we can that we need it do [sys] no that's fine but as long as it's just a normal pay build up there's not a collapse in the drain or anything dramatic [usr] w well [sys] which [usr] we've [sys] isn't [usr] no idea [sys] normally [usr] but [sys] the case [usr] we come up [sys] no [usr] that anyway anything to [sys] well [usr] do [sys] let's [usr] with [sys] say [usr] the [sys] you shouldn't [usr] the [sys] be [usr] pipes in our yard [sys] it's [usr] it's [sys] all covered [usr] all right [sys] is there [usr] long as it's not outside our gates we're covered [sys] well outside your gates are covered by the water authority anyway [usr] yes [sys] outside i think you'd be covered anyway but as i say if it's a normal blockage then it's 225 including va t [usr] right and is it guaranteed [sys] well that's everything [usr] for any is it guaranteed for a certain length of time [sys] normally there's a 90 day guarantee period on [usr] right [sys] it [usr] that's great [sys] if if there was gonna be anything different for any reason if [usr] the [sys] it if [usr] salad [sys] there was damage in the drain or something we would tell you [usr] that's fine [sys] if anything [usr] love [sys] was different but normally it's 90 days [usr] we [sys] for [usr] do [sys] just [usr] need [sys] a blockage [usr] someone sap we've got plenty of money love and we pay by card [sys] you can you pay at the end you don't pay upfront or anything just the engineer [usr] well [sys] will sort [usr] it's [sys] that once [usr] dang [sys] it's all cleared [usr] it is [sys] with [usr] love [sys] you [usr] we don't want [sys] yep [usr] the person that's coming to get knocked out for his money there's some [sys] no [usr] people [sys] worries [usr] about love that's why people pay back yard now [sys] but card's absolutely fine no problem what's your postcode there and we'll get there asap for you get it sorted today [usr] lovely [pii] [sys] [pii] [usr] [pii] [sys] yep [usr] [pii] [sys] ok doke let's have a look and what's the first line of your address [usr] [pii] [sys] ok [pii] [usr] [pii] [sys] that's absolutely fine and if i could just take your name [usr] yes i'm missus [pii] [sys] ok doke you go perfect [usr] now we have a car in our drive do you want us to put it on the road and then you can drive your van in [sys] i mean it's not necessary strictly [usr] all [sys] necessary [usr] that's ok then [sys] for it i wouldn't worry too much i mean [usr] right [sys] if the engineer does need it [usr] we just [sys] i'm sure [usr] start [sys] he'd mentioned it but no he doesn't normally need it [usr] love we're [sys] can normally be [usr] just [sys] done from [usr] in case [sys] street [usr] i mean we [sys] but [usr] have [sys] but [usr] other people coming we roof done quite a while a year ago but anybody that comes to do anything we always ask if you want us to put our car on and drive and they tell us all right love that's fine [sys] but but no as i say you should be all right i would leave it at the moment normally we've got plenty of capacity in the in the drain reels and everything if we even if we need to jet it to get past it without having to worry about moving it or anything for it but obviously we would let if that if we did need [usr] ok [sys] to but i don't think we would [usr] all [sys] normally [usr] right love that's great [sys] ok doke let's have a look then and what's the best number to give you a call on before we arrive let when we're on the [usr] well [sys] way [usr] this this phone's our house phone it records [sys] ok [usr] any calls but we're not going out anywhere today at the moment [sys] bye [usr] it's [pii] [sys] ok yep ok doke no problem at all i'll put that into there for you what will happen is this will go straight through to our local team now and [usr] all [sys] they'll get it out [usr] love [sys] to the to the engineer i say the engineer will ring you 20 minutes half an hour before they expect to arrive [usr] right ok [sys] when they're setting [usr] love [sys] off for you and as i say you just pay it all at the end should [usr] alright [sys] be the fixed cost [usr] love [sys] for you get it done today all right [usr] right love thank you very much indeed [sys] n no problem 01 other question obviously [usr] what [sys] you mentioned your age is there any vulnerabilities any medical issues or mobility issues or anything you'd the engineer to know [usr] well yes there's there's nothing really in his way in the toilet we [sys] bye [usr] have a stairlift that we go up [sys] right [usr] on cos we both we've got mobility scooters and walkers [sys] right ok not [usr] and we're [sys] a problem [usr] 78 love we [sys] no [usr] are in [sys] that's [usr] a vulnerable [sys] fine [usr] way [sys] no that's absolutely fine it's just to because what i'll do is see if i've bob down obviously you've got mobility issues [usr] yes [sys] just make sure they're aware to to not try and make you come out and have a look at this every five minutes or whatever [usr] no [sys] no [usr] no [sys] no [usr] that's [sys] worries [usr] fine [sys] i'm not in [usr] love [sys] there for [usr] my husbands [sys] them [usr] and my husband's a nosy person who will be stood watching what we're doing [sys] be there anyway [pii] fair enough no problem [usr] all [sys] we'll [usr] right [sys] see you [usr] love [sys] soon we'll get it sorted all [usr] thank [sys] right [usr] you love bye [sys] you're welcome bye bye	0Appointment / Booking
[sys] to speak with someone about an existing job press one or for a new inquiry please press two whether your drains blocked or your taps leaking trust dino edinburgh to fix the job our dedicated team is good morning thank you for calling you're speaking with [pii] how can i help [usr] morning sorry [sys] not [usr] afternoon [sys] yet not [usr] monday [sys] yet [usr] and early we've got a not yet no three minutes to go it's not bad we had one of your guys out to have a look at our drains i've got a booking [sys] yes sure [usr] reference [sys] just [usr] number [sys] give me [usr] if [sys] one [usr] that's [sys] second [usr] if that's any [sys] what's [usr] help [sys] your [usr] to [sys] postcode [usr] you no worries it's [pii] [pii] [sys] and can i take your hi there i'm just waiting on [pii] giving me dates cos it you have it it's weekend work that you're looking for in miss [pii] isn't it ohh sorry [usr] no sorry my name's [pii] pri [pii] it's the same same job i'm just wondering what [sys] let [usr] [pii] [sys] me have a look [usr] asked you [sys] just [usr] for [sys] check for you because we did a site visit let me just check the result of that site is that they've changed the way our system [usr] can you just [sys] no [usr] give [sys] worries [usr] me two seconds i'll just shut the door awesome [sys] that's all right bear with me a second [usr] sorry [sys] it's [usr] about that [sys] just [usr] a bit noisy [sys] they've [usr] at that [sys] changed it the way that the system lays out let me just see [usr] got [sys] if [usr] the [sys] i can [usr] same [sys] bring [usr] issue [sys] up the email the email to [pii] [usr] it's not no worries [sys] but it's not myself that normally deals with the and my colleague who deals with quotes et cetera can i just pop you on hold just maybe to see if the drainage manager knows [usr] right [sys] if you bear with me a second thank you [usr] you go for it no worries [sys] whether your drains blocked or your taps leaking trust dino edinburgh to fix the job our dedicated team is on hand to fly into action whenever you need them 24 7 365 days a year and because we realize how inconvenient household issues really are we won't ever make you pay for a call out hi there sorry both myself and the were both we've both been off my colleague who's off [usr] sorry [sys] today has been dealing with us i can give the the the engineer a call and and confirm with him what it was we were attending for [usr] because we've [sys] ohh right [usr] we've we have got a little bit of an add on job to investigate there's a a very bad smell [sys] -huh [usr] toilet [sys] right [usr] coming into the offices we've located the drains to er to the [sys] right [usr] main toilet and they're coming [sys] right [usr] into the offices we're just wondering if they're [sys] what's [usr] blocked as well [sys] your [usr] and [sys] what's [usr] then get [sys] your [usr] them [sys] contact [usr] cleaned [sys] number [usr] out [sys] [pii] [usr] sorry it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] sorry give me a second they're not they're not engineer in today he comes [usr] no worries [sys] in every friday but he said to go in an emergency job can i take your full name again if that's ok handy [usr] i know [sys] what [usr] it's [sys] i might do [usr] [pii] [pii] [sys] right and what i'll do is i'm gonna just give [pii] a wee call and maybe get him to give you a call just to see i take it it's now a bit urgent bye ok no worries leave it with [usr] yes [sys] me i'm going to speak [usr] i i [sys] with [usr] would [sys] the engineer who [usr] say [sys] attended and spoke with [pii] ok i'll see if i can find the original email that was sent from the office alright sorry about that it just well the person that has [usr] ok [sys] dealt with it is is off today [usr] no worries [sys] i'm really sorry but i'll get i'll i'll get to the bottom of it ok all right [usr] no [sys] thank [usr] no [sys] you [usr] no that's fine all right cheers i i've still got i've still got your [sys] right [usr] i've got [sys] go [usr] the email forwarded from [pii] [sys] if you could [usr] from you [sys] is [usr] guys [sys] it is [usr] do [sys] it [usr] you want me to send that to you i've only got a christmas [sys] that would be [pii] [usr] checklist british gas [sys] did [pii] [pii] is it [pii] [usr] that's all i've [sys] on [usr] got [sys] that i'm just trying to have a look back through the same items see if i can see it [usr] thursday september [sys] what day [usr] at [sys] in september was that [usr] 2 48 [sys] 28 i i got to the [usr] 28 [sys] back [usr] 28 [sys] it's a no it's not here no at 2 48 [usr] at 2 48 [sys] not got the er and has that got the drains in it as well is a [usr] no this is just please find the attachment [sys] right [usr] of [sys] maybe [usr] the the work [sys] it's got it [usr] that [sys] let [usr] was completed [sys] me just check [usr] today [sys] with the if the the plumbing team had picked the call up because obviously they would have picked up a lot of our calls no sorry can i get you to forward them i think it's gonna be the easiest i can't see it [usr] no worries [sys] our email address is [pii] it's all right just to drop all that off in [usr] two [sys] your service [usr] seconds [sys] yard a couple of hours i've got a van up but but [usr] why can't they go for that [sys] at services [usr] [pii] [sys] that [pii] [pii] [usr] yep [sys] perfect if you could forward [usr] ok [sys] that to me i'll give [pii] we call he might give you a wee call and [usr] that should [sys] just [usr] be done [sys] to go over what's needed because had asked for a week come out on the weekend which means that it's into his er they work they work monday to friday i need to just find out what his availability unfortunately they've got a big job job at lloyd's this weekend i've got your email leave it with me and i'll get right back to [usr] ohh [sys] you ok [usr] right ok [sys] all right you're very welcome thanks for your call bye [usr] you're a legend thank you very much cheers bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require 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 evening [pii] speaking how can i help [usr] hello [pii] i need engineer to come over to fix a block toilet [sys] ok sir no problem have you got british gas plumbing and drainage cover [usr] sorry no we don't have british gas cover though [sys] no problem that's fine is it a residential or commercial property [usr] residential [sys] thank you sir can i start taking your postcode please [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [pii] uniform thank you how many toilets do you have in the house sir [usr] sorry [sys] how many toilets do you have in the house [usr] just the one and i stopped [sys] yes i want and it's not you it's not working it's not working [usr] it's blocked up there a bit of water [sys] right [usr] building and there's issues with the sink there's not the water's not flowing downwards and it's been [sys] ok [usr] blocked for the past 24 hours [sys] ok is it a house or a flat [usr] it's a house [sys] ok sir that's fine and you have only one toilet which is not usable would you somebody to attend tonight as an emergency or [usr] how much does it cost for an emergency call out [sys] emergency call out charges are £225 [usr] you [sys] that's [usr] just want [sys] including [usr] to reply [sys] vat in that price [usr] i [sys] 225 [usr] ok and how much is a standard caller [sys] standard call out is 100 and £80 [usr] ok all right best thing to ok let's get someone called out now [sys] as an emergency [usr] listed emergency [sys] ok sir thank you thank you booking the job can you please confirm the first line of the address for me [usr] it's [pii] [sys] thank you much [pii] [pii] can you please confirm your full name for me [usr] it's [pii] [sys] thank you mister [pii] can you please confirm your best contact number for me [usr] let me check give me one moment [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] thank you number is your everything else is working fine apart from the toilet drains [usr] a toilet drain it's not the water is holding [sys] no right ok no problem 20 and this is the you only have one toilet in the house [usr] no [sys] has anybody got any medical conditions or any vulnerabilities which we need to be aware of [usr] no [sys] thank you much it's [pii] ok right you will receive a text message in next couple of minutes that your appointment has been booked for tonight in next few hours one of the engineers will give you a call to let that he's going to come and attend the job [usr] thank you [sys] and it is going to be £225 you can either pay by cash or you pay by card they will have a card machine with them [usr] ok [sys] and it's all been booked and confirmed for you [usr] thank you very much [sys] thank you much sir take care [usr] ok thank you very much ok talk to you soon bye bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please [usr] hello [sys] 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 afternoon you're through to [pii] here at [pii] how can i help [usr] all right i i've got issues with me well it's a it's a customer she's got issues with her drainage er when she close to the chi it's the water's er through the er trap of the shower and the bison er the bison trap as well i don't know whether there's a blockage involved on the on the main one [sys] right [usr] i just wonder if you can help that and just have a look and see if there is a blockage might [sys] ok we can definitely have that looked at just with you saying it's a customer are you one of our engineers or are you from a different company sorry [usr] no all all done all done the bathroom you said but she's not comfortable with talking obviously she wanted me to speak for speak for a lot [sys] right ok that's that's fine that's not a problem at all we can definitely get this looked at for the customer that's fine if this has been is this just to double check with you is this being done as a domestic for her or is it being done through a company sorry just i can [usr] no it's been done for her herself [sys] right ok that's fine it would start at 100 and 70 to have anything unblocked and that's paid by cash or card on completion of work if it is more complicated or requires any specialist equipment then the engineer can rec record the work but only if she's happy will we go ahead if not she's under no obligation to proceed [usr] ok [sys] ok [usr] ok no worries [sys] if she's happy with that i can get that booked on for her [usr] book [sys] ok [usr] that in [sys] fine let's have a look can i just start by taking the post code [usr] it's [pii] [sys] [pii] [usr] [pii] [pii] [sys] ok that's fine and what's the first line of the address [usr] it's [pii] [sys] ok that's fine ok no we've not been before that's fine [pii] ok and it's a domestic property [usr] domestic [sys] right [usr] property [sys] and just confirm her name for me ok [usr] calm out [sys] and what's the surname [usr] i don't know to be honest i just i just [sys] right [usr] have a first [sys] ok [usr] name or [sys] we [usr] a car [sys] would [usr] now [sys] need the details to be able to book it in you see [usr] ok ok [sys] [pii] ok [usr] a car [sys] that's fine [usr] out killer [sys] i'll get that booked on here now and would it be herself that would be at the property when the engineer arrives and what's the best contact [usr] that's [sys] telephone [usr] right [sys] number [usr] the number is it's [pii] [pii] [sys] ok [usr] [pii] [sys] and what was the first line of the address sorry [usr] it's [pii] [sys] [pii] ok that's fine ok any shape [usr] and they were getting [sys] that's ok [usr] were getting in contact [sys] they [usr] with [sys] do [usr] herself [sys] give her a call [usr] the [sys] when [usr] engineer [sys] they're on their way to the property they won't just turn up unannounced they do give a courtesy call to explain where they are and how long they are before they arrive at the property that's fine let's just have a quick look ok and is she able to use any facilities at the property or are they having problems with those [usr] she she can but it's just obviously the gargling [sys] makes [usr] coming [sys] it a bit [usr] through [sys] difficult [usr] the traps [sys] ok [usr] do what i mean it's [sys] fine i booked on here cheers excellent ok and is there anybody there with any vulnerabilities would you say a a at all anything that the engineer might need to be made aware of some mobility issues ok [usr] her dad's got [sys] ok [usr] a he's [sys] that's fine [usr] old but disability [sys] ok i'm just gonna check our availability now for you see how quickly we can attend and then we can get that all sorted ok [usr] five months [sys] the next availability that we have for the area it's just loading up my phone give me a second just taking a moment sorry about this right [usr] i can [sys] next appointment we have isn't until the fourth at the moment it's what the office is showing [usr] the fourth of [sys] as [usr] october [sys] the next availability at the moment [usr] fashion it was too it's too it's too long i'll have to drop me off at the [sys] that's correct it will be next wednesday that [usr] right that's not until next wednesday a wa [sys] right [usr] wake [sys] i apologize [usr] out [sys] there i'm sorry [usr] i [sys] about [usr] know [sys] that [usr] i'll have to show i'll have to chose someone else i don't think i don't think it did that long but i can i'm gonna have to leave [sys] ok [usr] you man try [sys] no that's [usr] and sort [sys] not a problem [usr] something [sys] at all [usr] out [sys] i mean i i if [usr] source [sys] you aren't [usr] another [sys] if you [usr] route [sys] aren't [usr] to [sys] able [usr] another [sys] to get [usr] company [sys] anybody [usr] er try [sys] please try [usr] another [sys] and go [usr] company [sys] back to and we can see obviously if we can do anything but at the minute that's what the office is showing us the the next apologies there [usr] ok i'll if [sys] not a problem [usr] i if [sys] at all ok [usr] if i can't get anyone then i i'll phone you back up and then [sys] right [usr] i have to and then go from there [sys] not a problem bye now [usr] that's fine no worries ma	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're through to [pii] [usr] and then [sys] my name is how can i help [usr] hi there we've got a bit of a problem we've just moved into a new house and there's something not quite right with the drains we're getting a drainage [sys] ok [usr] smell sometimes by the drain outside but we're also getting a bit of a sewerage smell inside the house now and again downstairs i didn't know if that's something you guys do in terms of coming out and trying to find out the problem for us [sys] yes that that that it's something that we could do for you it's not an issue what is the post code to the to the property please [usr] it's [pii] [pii] [sys] and what's the first line of your address [usr] [pii] [sys] thank you and can you just confirm to me based on what you said that this is a domestic property [usr] it is [sys] ok thank you very much [pii] [usr] and just to say we've had a guy came out and did the unblocking of drains thing with a pipe but that hasn't solved the issue and we we've blasted the pipes of it ourselves and it's not [sys] and [usr] solved [sys] i [usr] an issue [sys] was ok bear with me a quick second have you had a camera put down [usr] no he just had the the pipe that self propels itself the jet [sys] ok ok what is your what's your name please [usr] it's [pii] [sys] ok and your contact number please [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] ok second and is there anyone vulnerable within the house [usr] is it what sorry [sys] is there anyone vulnerable within the house [usr] no [sys] ok i'm just gonna put more of a description that the engineer is not not just a contact it may not just be a flush through issue a quick second bring some knock in see what ok let me just look at the next available time slots [usr] can i just ask what they would do [sys] what what what i what i put on the notes is i've obviously told i've i've left a note for the engineer that that it's been blasted and it's been cleaned out but that there's still a smell coming through why have they left in the notes that i i put in the notes that i suspect that they may need that they may need to put a camera down just to see to see where the issue is coming from now [usr] that's what we [sys] not [usr] we need someone to assess and find what the problem is for us [sys] i i put that down what will then happen is i won't be able to book the that job in for today because the guys that can put the camera down they won't work at the weekend they [usr] that's [sys] won't [usr] fine [sys] be coming back until when i put that note once once they go when it pops up on their system first thing probably to tomorrow or early monday they will then call you to then discuss that ok this is they can come out to do this job and to check that they are they will then discuss with your liaise they'll come and put cameras down they'll see what the issues they will just ask you a few questions before [usr] right [sys] they then come out because obviously i've let them know that it's not a flushing issue because that's already been that that already has been checked [usr] it's not [sys] they will [usr] about blasting it through that that's been done it's there's something we assume there's a seal problem or a crack pipe or something that [sys] with that they they they they would be able to then they would then be able to check maybe there's water pooling somewhere she [usr] and the [sys] tell [usr] guy [sys] me [usr] who came before did say that we had what did he say it was shallow pipe he said the pipes might be quite shallow the way they're laid but [sys] ok [usr] i don't know if that would cause the problem that we're having but [sys] ok it could be it could be i i would just i would put that [usr] but [sys] as [usr] they'll [sys] a [usr] they would work all that out for us wouldn't they [sys] yes they will that won't be an issue [usr] when they phone me that would they give me a quote as well for how much [sys] they [usr] it is to do [sys] will [usr] that [sys] give you they they will then give you a call but do hold the line as well because i still need to semi book it before they call you and i do need to confirm one or two things [usr] ok [sys] bear with me one second ok right i just need to add that last piece i know that you said that shallow drains [usr] might be we're not sure [sys] ok [usr] that it could [sys] might be ok bear with me it won't be a second now [usr] ok [sys] it was all new ok i booked it in for monday but they will call you to then discuss whether they're going to come in on monday or pick a different day because it's a camera work they have to get [usr] it [sys] prepared [usr] i'm not here monday it would have to be a different day i'm [sys] that [usr] in [sys] that [usr] office [sys] that's fine for that monday they will just call you anyway for cctv they won't come out the very next day because they have to they have to plan but they will call you on the monday [usr] great [sys] ok right no worries and they will then give you a quote and then and then discuss it from there ok but that's [usr] right [sys] been noted and booked in for you just keep an eye [usr] you [sys] on your phone as you will receive some form of contact prior to prior to them calling you [usr] right ok [sys] ok no worries all right cheers take [usr] thank [sys] care [usr] you bye [sys] bye bye bye bye	0Appointment / Booking
[sys] one likes being bunged up especially not your drains good morning time you're out [usr] good morning sorry to disturb you we live in sins just off [pii] and we've tried to do clog declog our sink kitchen sink for a long time now [sys] yes [usr] and lovely we've been recommended [sys] i was [usr] and i've you're you're a well known reliable company i'm calling [sys] we know [usr] you because we think [sys] well [usr] it's the [sys] if i [usr] drains [sys] was [usr] we've got two man covers in the front of the house and there's one at the back my lovely just wondering what [sys] yes [usr] great [sys] ok [usr] yes [sys] how can i help would you to get a quote or [usr] i think i'm whatever it is my lovely we haven't it's it it's got it's got to be done hasn't it and i'm [sys] right [usr] i haven't called [sys] ok [usr] anybody else [sys] ok [usr] you're a reputable company you come to mind i'm [sys] ok [usr] how does it work [sys] what [usr] and i'm i'm sure you're [sys] was [usr] you're you're fair because there's [sys] that's [usr] many [sys] not [usr] out [sys] worried [usr] there aren't there it's [sys] yes there are if it's a standard unblock it's £170 that's including the va t [usr] wow [sys] and [usr] right [sys] that would be payable by card to the engineer on site if he's unable to unblock for any reason he'll reduce that charge to £60 and he will give you advice for the next [usr] exactly [sys] steps [usr] love all right well hopefully [sys] ok [usr] i i'm i'm crossing fingers because we've had a few things different things i i'm hoping it's this it's the rod it's [sys] right [usr] the it's [sys] ok [usr] the main drains now lovely i don't think [sys] yes [usr] it's internal [sys] right ok and [usr] bye [sys] what's the postcode there [usr] right [sys] please [usr] it's [pii] i mean is somebody able to come out today my love [sys] i will have a look but i would [usr] thank [sys] need the postcode [usr] you thank [sys] to see if there's [usr] you [sys] any [usr] very [sys] availability [usr] much lovely it's [pii] [pii] [sys] yes [usr] and the three lp [sys] three lp bear with me let [usr] of [sys] me just [usr] course [sys] have a look for you one second please one likes being bunged up especially not your drains when water or sewage has flooded your home or garden it can leave a smelly mess you'll need to get it sorted fast if you're having problems with your drains regardless of the cause we'll do our best to get things flowing again our engineers are local to you available 24 7 and have the skills and training to tackle the most gruesome of drain dramas when your drains go wrong your house doesn't feel a home if there are blockages gurgles slow water draining or bad smells coming from your drains it's best to call in the experts whether it's drain cleaning or drain unblocking here at dino we've seen it before and are on hand 20 force men to take care of your jobs remember dino never just for call outs you'll have a no obligation fixed price quote before any work starts booking a local engineer has never been easier one of our staff members will be with you shortly and we'll discuss your drainage problems and arrange a visit convenient for you from unblocking your toilet to cleaning gullies fit dino.com for videos packed with advice and tips on maintaining your drains roll up your sleeves and fix your plumbing problems fast or if you don't want to get dirty why not book your very own dino local expert simply hold the line to talk to a member of the team one likes being bunged up especially not your drains when water or sewage has flooded your home or garden it can leave a smelly mess you'll need to get it sorted fast if you're having problems with your drains regardless of the call we'll do our best to get things flowing again our engineers are local to you available 24 7 and have the skills and training to tackle the most gruesome of drain dramas hi sorry to keep you waiting [usr] no no no [sys] yes [usr] yes [sys] i wouldn't be able to give you a time but i can give you an appointment for today and the engineer would call when he's on his way to you is [usr] ok [sys] that ok [usr] my lovely no [sys] right [usr] i i mean [sys] ok [usr] am pm i mean [sys] it would be i really can't tell you it'll be probably late morning to early afternoon [usr] ok [sys] it will be [usr] that's [sys] be it [usr] that's a [sys] will be [usr] more [sys] before six [usr] it's it and it's not going to be i mean it's not in the next hour is it love [sys] no no no it won't be in the next hour [usr] in in [sys] ok [usr] the next hour [sys] is that ok [usr] lovely [sys] for you [usr] no that's great sorry i didn't [sys] right [usr] catch your name [sys] it's [pii] i [usr] [pii] [sys] just [usr] high [sys] hello [usr] great [sys] i just need to take some more details [usr] of course [sys] i've got [usr] you do [sys] [pii] and [usr] that's it [sys] what's the house number please [usr] it's in the house name [pii] [pii] [sys] [pii] lovely it's domestic property isn't it [usr] yep [sys] ok give me a sec did you the sin backing up [usr] well it is backing up slightly [sys] ok [usr] but the i mean a lovely [sys] it's the [usr] guy [sys] manhole [usr] who's who [sys] rather than [usr] i think now it is we've treated and treated and treated i don't know if that's included in the price to [sys] if [usr] have [sys] it's [usr] a look [sys] a standard unblock yes it would be [usr] lovely [sys] ok [usr] that would be great [sys] right [usr] cos then there's i think there's a bit of gunk in the u bend that would be if that's included as well lovely [sys] what he will do come to site he'll assess what's needed and do whatever is needed to unlock [usr] kite [sys] if it's [usr] net [sys] gonna be a much bigger job or anything that he would chat to you and say he wouldn't just continue [usr] i don't think [sys] with anything [usr] i think [sys] further [usr] he's [sys] than the standard unblock he would talk to you first ok [usr] i think it's just a bit of prodding something along [sys] hope hopefully ok could i take [usr] yes [sys] your name and the best contact number for you please [usr] my first name do you want the full name [sys] yes please [usr] first name is [pii] [sys] [pii] [usr] and and i have a double barrelled surname [pii] [sys] ok [pii] and the best contact number for you [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] h one lovely i'll get that booked in for [usr] bye [sys] you the engineer [usr] perfect [sys] will give a call when he's on his way to you [usr] and do we don't know who we're expecting it'll be a mobile number ringing won't it [sys] yes it will yes all the engineers will have a mobile ok [usr] lovely [sys] thank [usr] no thanks [sys] you [usr] [pii] [sys] no problem [usr] cheers [sys] at all alright thank you [usr] ok [sys] bye [usr] bye now bye bye	0Appointment / Booking
[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes morning fridge [pii] you're speaking to [pii] how can i help [usr] hello my sewage [sys] hello [usr] pipe outside the house is choked [sys] right ok [usr] the toilet toilet [sys] it's brought [usr] the toilet rolls are coming up another drain just beside it [sys] what's coming up sorry [usr] toilet roll [sys] right ok [usr] you flushed [sys] ok [usr] them down the toilet [sys] no i'm with you right it's a residential property [usr] aye [sys] do you have a contract with british gas for plumbing and drains or [usr] no [sys] paying as a one off [usr] no [sys] no [usr] it just i've [sys] what's [usr] heard [sys] your [usr] i've heard you out before about this problem but i've never you said it's it's route it's in the pipe further down but i've never [sys] ok [usr] managed to i'm just i just want to it clear cos it lasts for a wee while [sys] well and you said it it says roots i mean if it's we can come and clear it for now but if it's roots have we ever given you a quote for a root cot [usr] i [sys] good idea [usr] it was [sys] look [usr] a while [sys] red [usr] ago [sys] cos we'll come out and clear it anyway [usr] aye [sys] but i mean ideally you'd wanna get them roots cut [usr] a a [sys] because it's just gonna keep happening well we'll we'll come out anyway we'll sort it out for now and we'll give you a quote for the root cut and then you can go from there [usr] aye [sys] right what's your postcode please [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] you probably know when a [pii] [usr] [pii] [sys] i've got here what's [usr] [pii] [sys] your first line of your address please [usr] [pii] [sys] i've got you there you are and your name [usr] [pii] [sys] any medical conditions or vulnerabilities on sites anything relevant [usr] no i'm just [sys] no [usr] old pensioner [sys] just just age right you probably aware of what we do anyway there's no call out charge we'll come out and have a look at it before we do any chargeable work we'll confirm the issue and a fixed price and you can go from there [usr] aye [sys] if you say yes we'll do it cash or card if you [usr] aye [sys] say no there's no charge [usr] aye [sys] but if it's for to clear the blockage if you'd be looking at 180 including that but as i say we'll leave you a quote for the root quote as well anyway [usr] aye [sys] right what's the best contact number for you [usr] the one i'm on it's [pii] [sys] i've i've got it [usr] [pii] [pii] [sys] are you available today [usr] aye went all [sys] when [usr] day [sys] i right right i'll put it down as an emergency job anyway given the situation depending what the engineer's got emergency wise in the area as soon as he can ring you when he's on the way about [usr] huh [sys] half hour before [usr] i see now [sys] right mr [pii] we'll see you soon [usr] well [sys] you [usr] we'll [sys] take [usr] see [sys] care [usr] right thank you [sys] no problem [usr] right [sys] bye for now bye bye [usr] right bye [sys] bye bye [usr] bye	0Appointment / Booking
[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're through to how can i help you today [usr] hi i i'm just getting quotes at the moment for a new takeaway system i just wanted to call and just to chat to you guys about it as well [sys] ok is that for a plumber correct [usr] pardon sorry [sys] that's for a plumber that isn't it [usr] i don't know [sys] for a song can you give me a bit more information on the issue and maybe i'll be able to tell [usr] no that's absolutely i've got a hole in my garden i've just come back from annual leave and i've got this about a meter by meter hole i've excavated and there's this pipe that comes off from where a semi detached it goes on our neighs roof and our roof down into the ground as a rainwater drainage and i i think it's from there i've had someone come out and have a look at it and they said that i need a new takeaway system put in place because the one that's been put down isn't now far enough from an extension that was previously put on the house i think when it was first built it was far enough away but it isn't anymore and i just need a whole new system essentially they give me a quote but obviously i've never been in this position before i just want to get a few different quotes and just find out a little bit more about about it really [sys] no worries that's for a drainage engineer i'll give you the drainage engineer a quote obviously it is a standard quotation the the call out fee is free [usr] ok [sys] the engineer will come to your property and give you a free assessment we take payment on completion via cash or card [usr] ok [sys] and the starting price for any drainage engineer would be 100 and £80 [usr] and what was that all for sorry the £180 [sys] 100 and £80 for any it's a starting fee for any engineer job [usr] ok cool the call out is free and then after that it's 100 and £80 as the minimum moving forward that [sys] but with a what i'll do is i'll pass it to your local office as they'll be able to go through the actual quote for that [usr] ok cool [sys] if i take your postcode please [usr] it's [pii] [pii] that's [pii] [sys] perfect thank you and i'll pass you over now [usr] perfect thank you [sys] no have a nice day [usr] cheers thank you auntie [sys] bye bye [usr] bye [sys] good afternoon how can i help [usr] hi i've just explained to your colleague who put me through that i'm after a new takeaway system and they said you were the best person to talk to about booking in potentially someone coming out to give us a quote for it [sys] no that's absolutely fine what was the postcode of where you are [usr] [pii] [sys] [pii] my pens just died lovely [usr] bless you it's always the way [sys] [pii] [usr] [pii] [pii] hotel [sys] i hate and that was for a new soak way to be fitted [usr] yes [sys] possibly no worries what i'm gonna do is i'm just gonna try and pass you through to my works team [usr] ok [sys] and someone should be able to speak to you from over there ok [usr] perfect thank you [sys] no worries bear with me two moments [usr] yes [sys] mines are currently busy for a short while and your call will be answered good afternoon [usr] hiya [sys] hello there you're through to er [pii] who am i speaking to please [usr] hi you're speaking to [pii] [sys] hey there how are you doing [usr] i'm good thank you and you [sys] not bad thanks i'm not bad my colleague [pii] did just give me a a brief description of er how we can help you today you have the new is that right [usr] i've just come back from some annual leave and and i have a hole in the garden i ate a bit more just to see what's going on with it and i've got an end of a pipework system i had someone come out and look at it and they said that i need a new soak away i just wanted to get some coats and stuff at the moment essentially our house is attached to another house that semi-detached and the drainage system is from all the rainwater and it's a bit of an angle from the house originally it would have been i guess it was 5 m 6 m maybe from the property but then there was an extension put on again before i bought the house or anything and now the hole is only probably about 2 m of that from the extension apparently a whole new one is gonna need to be put in that's appropriately distanced from everything [sys] ok [usr] that that's where i'm [sys] ok [usr] at [sys] ok all right no problem well we do do we do install usually first we have to come and take a look for ourselves i'm sure you understand just to get an understanding of how much rain how much rain water goes into the area at the moment i mean is it just is it just the rainwater serving you coming into europe to or is it your neighbors as well [usr] no [sys] or [usr] it's [sys] are [usr] both [sys] you [usr] of [sys] not [usr] them [sys] sure [usr] off the back of the properties cos i think there's a front one for [sys] hm [usr] both of them as well and then this is the back one [sys] ok alright ok ok i think really the best option is for us to come and take a look and then and then give you our best recommendations from there really [usr] ok perfect [sys] really if i can just get some information from you please can i take your full name and your phone number please to start with [usr] it's [pii] [sys] and your phone number please [usr] it is [pii] [pii] [pii] [sys] just read that back to you [pii] is that [pii] was that [usr] no [pii] [sys] [pii] sorry i mis heard you there [usr] that's right [pii] [sys] [pii] great ok and what was the address please [usr] it's [pii] [pii] yes [sys] and the postcode is [pii] is that right [usr] yes correct [sys] ok let's have a quick look now see if i can see anything whilst you're on the phone ok tell me on the google maps no problem ok well as i say it may be best for us to come and have a look first er we'll probably use our camera equipment to er to survey the the pipe that we've got at the moment i mean you say it's open at the moment there's a hole in the ground and you can see the pipe [usr] i have left it open i i was planning on covering it over the weekend [sys] of course [usr] but to be honest i can leave it open until you guys have come and had a look and stuff if that's easier [sys] maybe see one of our engineers that we usually assign to the excavation worker for sok ways just to have a look it may not be a very long visit maybe just an hour or that that would usually be chargeable that visit [usr] ok [sys] let me see if i can pull up our our right here give me just one moment the first hour on site is 100 and £65 [usr] ok [sys] and every half an hour after that it's £55 maybe an hour or two the engineer i'll probably send would be a chap called [pii] [usr] ok [sys] he he would take a look around i don't imagine you very long visit get some information and then he'll recommend how many circus how how and it's a that crates [usr] ok [sys] he he he'd have a look and and see how many things you'd need to have installed how many meters of pipe work and and things that i mean it is it's recommended it at least 5 m from the house that's more of a guidance but of course you wanna find that guidance [usr] ok [sys] as as best as possible regards if you if that's something you'd to go ahead with and and we can come and take a look i'll just look at my calendar give me one moment i mean at at the moment our ears would be probably the 24th of october just to come and have a look at that for you [usr] ok that would be fine 24th october [sys] ok [usr] what time [sys] er well probably 8 30 ish in the morning you're [usr] ok [sys] pretty local [usr] perfect [sys] to where we are er we're only in it's not very far er [usr] ok down the road i work just in which is equally as close to me that as well i know well [sys] ok [pii] lean was it [usr] [pii] [sys] sorry [usr] n a temple [pii] [sys] [pii] [usr] but as [sys] sorry [usr] a wanna [sys] sorry [pii] ok [pii] right ok then well thank you very much for your call i will get that booked in [usr] later [sys] and we'll see you on the 24th [usr] stop [sys] of october at 8 30 and [usr] brilliant [sys] and we'll go from there [usr] perfect [sys] and hopefully we can we can get that sorted for you all right [usr] amazing thank [sys] ok [usr] you much for your help [sys] no problem [usr] i really appreciate [sys] no problem [usr] it [sys] and if you need [usr] cheers [sys] to give us a call back sorry if you just need to give us a call back [usr] that [sys] my name's [pii] and [usr] ok [sys] our [usr] perfect [sys] best number is our office number have you have you got that at the moment [pii] number [usr] i haven't if i can write that down that would be [sys] no [usr] fab [sys] worries that's ok [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] it's [pii] [usr] [pii] amazing [sys] ok [usr] cool well thank you much for having me i really appreciate it [sys] right [usr] and i look forward to [pii] or whoever on the 24th [sys] absolutely we'll see you then thanks very much for your call [usr] perfect thank you [sys] bye [usr] cheers [sys] bye [usr] bye	0Appointment / Booking