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How do I activate my new SIM card while keeping my old number?
Best Response
50% effective
Question:
How do I activate my new SIM card while keeping my old number?
Answer:
Script:
I understand that you need assistance to keep the same number with your new SIM and I can help you out with that. What we need to do is to port out your number and that is possible by getting your account number and transfer pin if your service provider is not Fig.
Verification:
May I ask your service provider?
May I ask what phone number that needs to port out?
Step 1:
Verify if the service provider is FIG.
Step 2:
Verify the porting number.
Step 3:
Ask for the account number and transfer pin for port out process.
Step 4:
Provide information on how porting number works.
Escalation:
If need assistance from other departments or higher ups.
Other Response Scripts
45%
Okay, so you called yesterday and I told you that you need certain information, correct? Yes, exactly. What is your name? Elishava Franklin. The name on the account or my name? No, your name. Okay. And the name on the account? Raquel Franklin. Okay, please, allow me the SIM card number. Oh, no, you gave it to me already, don't worry. Okay, can you spell me the name on the account, please? R-A-Q-U-E-L. Raquel Franklin? Franklin, F-R-A-N-K-L-I-N. Okay, Raquel Franklin. Okay, what is the zip code and file on your other account? 33162. Does that match your address? Yes. Okay, tell me your address, please. 1180 Northeast 176th Street, Northeast Florida, 33162. Repeat me the zip code with the carrier, 331. 62. Okay, allow me your card, please, to make the payment. My card? Yes. One second. Let me find it. Okay, the card number is 4147. Okay. 2027. Okay. 1378. Okay. 2207. Okay. Expiration, please? 1129. CVD? 995. Zip code and file? 33162. Okay, what is your old phone number? 786-810-5996. 786-810-5996. Yes, as long as all the information is right, yes. Yes, 5996, yes. Okay. Processing. Okay, who is your current service provider, the one with this number? AT&T. Okay. AT&T. What is your account number? 523-339-846. 767. What is the transfer PIN? The transfer PIN is 952021. Okay, now we have to wait. It can take up to 30 minutes to get active. If it doesn't get active in about 30 minutes, then something is wrong with the information and we have to review it, okay? So for now, that's it. So I should just put this SIM into my phone and in like 30 minutes try to make a call? Yes, please.