ROLE-PLAYS AND NAVIGATION PRACTICE SCENARIOS

ROLE-PLAYS AND NAVIGATION PRACTICE SCENARIOS INSTRUCTIONS: There are three sections to this packet; first call, role-plays and navigation practice.

The first call section: This section contains a single scenario which is to be used as your first practice and is exclusive of other practice scenarios or role-plays. Your facilitator will ask you to complete this scenario on your own as an opportunity to work within the Swoop platform to complete a call unaided. This section is not designed for use during role-plays or other practice.

The role-play section: This section contains scenarios which should be used when completing role-plays as part of your new hire program. For role-play sessions your facilitator will pair you with another learner and, during that session, one of you will play the part of the associate while the other plays the part of the caller. Throughout the session you and your partner will switch roles. When it's your turn to play the part of the caller you'll use the information for the corresponding role-play from your workbook to act the part. This section is not designed for use during your navigation practice, including the first call.

The navigation practice section: This section contains scenarios you'll use when completing navigation practice as part of your new hire program. The facilitator will inform you of which navigation practice scenarios to complete using staging.joinswoop.com. When completing your practice scenarios, use the caller information for the corresponding practice scenario. This section is not designed for use during role-play sessions.

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ROLE PLAYS AND NAVIGATION PRACTICE SCENARIOS

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FC 1

CLIENT: Ford MEMBER/POLICY NUMBER: N/A CALLER NAME: Yael Shah SOCIAL SECURITY NUMBER: N/A LOOKUP #: (956) 499-6116 VIN: 2FMHK6DT8KBA07490 CALLBACK #: (781) 49 + [Employee ID] YEAR: 2019 HOME ADDRESS: 516 SW 60th Terrace MAKE: Ford

Oklahoma City OK 73139 MODEL: Flex COLOR: Silver MILES: 21,069

PROBLEM: Hello. I have a flat tire; it's the passenger front. On the bright side the good spare tire is in the trunk. DISABLEMENT LOCATION: My car is in my driveway and my address is 516 SW 60th Terrace Oklahoma City OK.

Keys present? YES Vehicle can be put in neutral? Customer with vehicle? YES Vehicle 4 wheel drive? Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? Is the vehicle running? Anyone attempted to jump it yet? Children or pets locked in the vehicle? What is the gasoline type? Which tire is damaged? Passenger Front Have a spare in good condition? YES Low clearance? NO Height TOW DESTINATION:


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RP 1

CLIENT: Lincoln MEMBER/POLICY NUMBER: N/A CALLER NAME: Riyoka Ito SOCIAL SECURITY NUMBER: N/A LOOKUP #: (520) 419-4456 VIN: 2LMPJ9JP6MBL00030 CALLBACK #: (781) 82 + [Employee ID] YEAR: 2021 HOME ADDRESS: 8496 Isles Court MAKE: Lincoln

Pasadena MD 21122 MODEL: Nautilus COLOR: Red MILES: 4,200

PROBLEM: Hi, I need a tire change. I went outside to leave for the grocery store and found that my tire was flat in the driveway. My home is being remodeled right now and I must have run over a nail. DISABLEMENT LOCATION: In my driveway.

Keys present? YES Vehicle can be put in neutral? Customer with vehicle? YES Vehicle 4 wheel drive? Customer ride with tow truck? Within [x] feed of paved surface? Has trailer? NO Did the vehicle stop when running? Is the vehicle running? Anyone attempted to jump it yet? Children or pets locked in the vehicle? What is the gasoline type? Which tire is damaged? Passenger Front Have a spare in good condition? YES Low clearance? NO Height

TOW DESTINATION: N/A

RP 2

CLIENT: Progressive MEMBER/POLICY NUMBER: 0935317029 CALLER NAME: Jalen Nunez SOCIAL SECURITY NUMBER: N/A LOOKUP #: (727) 785-0498 VIN: YV126MEB3F1186381 CALLBACK #: (781) 72 + [Employee ID] YEAR: 2015 HOME ADDRESS: 1157 1st Street MAKE: Volvo

Northwest Washington MODEL: V60 COLOR: Navy Blue MILES: 81,967

PROBLEM: When I was getting out of the car I dropped my keys out of my bag and accidently locked them in the car. I can see them right there on the seat! DISABLEMENT LOCATION: I'm at Temple Railroad & Heritage Museum in Temple, TX; in their parking lot. I don't know the address.

Keys present? YES Vehicle can be put in neutral? Customer with vehicle? YES Vehicle 4 wheel drive? Customer ride with tow truck? Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? Is the vehicle running? NO Anyone attempted to jump it yet? Children or pets locked in the vehicle? NO What is the gasoline type? Which tire is damaged? Have a spare in good condition? Low clearance? NO Height TOW DESTINATION: N/A


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RP 3

CLIENT: USAA MEMBER/POLICY NUMBER: 027890569 CALLER NAME: LtCol Ben I Mooney SOCIAL SECURITY NUMBER: N/A LOOKUP #: (228) 582-8824 VIN: 5NPE24AF8GH283965 CALLBACK #: (781) 86 + [Employee ID] YEAR: 2016 HOME ADDRESS: 3138 P Street Northwest MAKE: Hyundai

Washington DC 20007 MODEL: Sonata COLOR: Midnight Orange MILES: N/A

PROBLEM: I was driving down the road and the vehicle just stopped going. It didn't stall though, it's like the transmission has gone out. I can move my shifter but it doesn't matter what gear I'm in, the car won't move no matter how much I rev the engine. DISABLEMENT LOCATION: I'm on the corner of Celestial St and Winsmith Ave in Spartanburg, South Carolina.

Keys present? YES Vehicle can be put in neutral? YES Customer with vehicle? YES Vehicle 4 wheel drive? NO Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? NO Did the vehicle stop when running? Is the vehicle running? Anyone attempted to jump it yet? Children or pets locked in the vehicle? What is the gasoline type? Which tire is damaged? Have a spare in good condition? Low clearance? NO Height TOW DESTINATION: I'd like my car taken to Precision Tune Auto Care. They've worked on my vehicle for years.

RP 4

CLIENT: Ford MEMBER/POLICY NUMBER: N/A CALLER NAME: Kathleen Morris SOCIAL SECURITY NUMBER: N/A LOOKUP #: (768) 582-9471 VIN: 1FMJU1HTXHEA20411 CALLBACK #: (781) 91 + [Employee ID] YEAR: 2019 HOME ADDRESS: 270 Chrissy's Court MAKE: Ford

Addison County VT 05443 MODEL: Explorer COLOR: Black MILES: 28,602

PROBLEM: Hi, I'm so sorry to call. I ran out of gas. Can you bring me some? It's surprisingly cold outside so I'm going to wait indoors. I need the driver to call me when they get here. DISABLEMENT LOCATION: I'm at the dentist. I thought I had enough to get to the gas station after the dentist but I guess not. The office is called Generations Dental Care and it's on Triangle in Concord New Hampshire.

Keys present? Vehicle can be put in neutral? Customer with vehicle? YES Vehicle 4 wheel drive? Customer ride with tow truck? Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? Is the vehicle running? Anyone attempted to jump it yet? Children or pets locked in the vehicle? What is the gasoline type? REGULAR Which tire is damaged? Have a spare in good condition? Low clearance? NO Height TOW DESTINATION: N/A


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RP 5

CLIENT: USAA MEMBER/POLICY NUMBER: 025033682 CALLER NAME: Sgt Ruka Y Uemura SOCIAL SECURITY NUMBER: 639-97-5462 LOOKUP #: (520) 419-4456 VIN: JM3KE4DY5E0364804 CALLBACK #: (781) 62 + [Employee ID] YEAR: 2014 HOME ADDRESS: 615 Q Street Northwest MAKE: Mazda

Washington DC 20001 MODEL: CX5 COLOR: White MILES: N/A

PROBLEM: My car won't start. I think I left my lights on last night and not my battery must be dead. DISABLEMENT LOCATION: I'm at home, my car is just parked on the street in front of my house.

Keys present? Vehicle can be put in neutral? Customer with vehicle? Vehicle 4 wheel drive? Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? Is the vehicle running? Anyone attempted to jump it yet? Children or pets locked in the vehicle? What is the gasoline type? Which tire is damaged? Have a spare in good condition? Low clearance? NO Height TOW DESTINATION: N/A

RP 6

CLIENT: Progressive MEMBER/POLICY NUMBER: 931496575 CALLER NAME: Carl Cooper SOCIAL SECURITY NUMBER: N/A LOOKUP #: (839) 479-3611 VIN: 1G1PE5SB3F7207745 CALLBACK #: (781) 29 + [Employee ID] YEAR: 2015 HOME ADDRESS: 16 Conway Street MAKE: Chevy

Shelburne Falls MA MODEL: Cruz COLOR: Indigo MILES: 102,837

PROBLEM: I was driving down Maple St and swerved to avoid a tire in the road. It's been so rainy though lately that the ground to the side of the road is just mud. I can't get enough traction to get back on the road and need someone to pull me out; just too bad I don't have a 4-wheel drive car, then I wouldn't have this problem. The car is fine otherwise - albiet fully of mud. Maybe the rain will wash it off. Oh and sorry, the city is Shelburne Falls, MA. DISABLEMENT LOCATION: I'm still on Maple St, I don’t have an address but I'm about 60 yards south of Bridge St.

Keys present? YES Vehicle can be put in neutral? YES Customer with vehicle? YES Vehicle 4 wheel drive? Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? Is the vehicle running? Anyone attempted to jump it yet? Children or pets locked in the vehicle? What is the gasoline type? Which tire is damaged? Have a spare in good condition? Low clearance? NO Height TOW DESTINATION:


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RP 7

CLIENT: Progressive MEMBER/POLICY NUMBER: 708293765 CALLER NAME: King Wise SOCIAL SECURITY NUMBER: N/A LOOKUP #: (775) 466-0833 VIN: AMS10770 CALLBACK #: (781) 78 + [Employee ID] YEAR: 1976 HOME ADDRESS: 602 E 3rd E MAKE: Chevrolet

Roundup, MT 59072 MODEL: CK COLOR: Grey MILES: N/A

PROBLEM: I was headin' to Lazy JC Drug & Hardware in Melstone to pick up my Lipitor for my cholesterol and some wood screws. I'm trying to build a porch and I ran out. So I'm driving along and all the sudden Virginia - that's my truck's name - just stalled out on me. She was fine when I left the house. Maybe her cholesterol is high too. Oh heck, I might as well get some Tylenol while I'm there, all this mess is giving me headache! DISABLEMENT LOCATION: I'm on 12, about halfway between Roundup Cemetary and and Alec Roy. You know my whole family is burried there. From my great great grandad down. Keys present? YES Vehicle can be put in neutral? YES Customer with vehicle? YES Vehicle 4 wheel drive? NO Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? Is the vehicle running? Anyone attempted to jump it yet? Children or pets locked in the vehicle? What is the gasoline type? Which tire is damaged? Have a spare in good condition? Low clearance? NO Height TOW DESTINATION: Take it on back to my house it's about 1 mile and a half, I'll have to take my other car. If that's not covered I'll need you to tell me how much it is. Can you do me a favor and save that price somewhere? I don't have my card with me so I'll need to call you back.

RP 8

CLIENT: USAA MEMBER/POLICY NUMBER: 025349676 CALLER NAME: CW2 August R Brooks SOCIAL SECURITY NUMBER: 691-11-0286 LOOKUP #: (738) 337-4657 VIN: 3N1AB7AP4HY336595 CALLBACK #: (781) 36 + [Employee ID] YEAR: 2017 HOME ADDRESS: 1689 Fisher Pond Road MAKE: Nissan

Saint Albans VT 05478 MODEL: Sentra COLOR: Purple MILES: N/A

PROBLEM: I was picking up some things from the BX and when I came out to the parking lot to leave, my car won't start. I don't know what happened, I hope a jump works. I don't want to have to tow it; I just moved here. DISABLEMENT LOCATION: I'm on base in Fort Bliss, use the Cassidy Gate. You should be able to just type Cassidy Gate into your map and find it. When they get here they'll need to tell the guard at the gate they're here for Mx. Brooks. Keys present? YES Vehicle can be put in neutral? Customer with vehicle? YES Vehicle 4 wheel drive? Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? NO Is the vehicle running? Anyone attempted to jump it yet? NO Children or pets locked in the vehicle? What is the gasoline type? Which tire is damaged? Have a spare in good condition? Low clearance? NO Height TOW DESTINATION:


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RP 9

CLIENT: INFINITI MEMBER/POLICY NUMBER: N/A CALLER NAME: Ottón L Sosa SOCIAL SECURITY NUMBER: N/A LOOKUP #: (264) 572-2917 VIN: JN1EV7AP4LM201587 CALLBACK #: (781) 24 + [Employee ID] YEAR: 2020 HOME ADDRESS: 37675 Fremont MAKE: INFINITI

Boulevard Fremont CA MODEL: QX50 COLOR: Gold MILES: 21,668

PROBLEM: There was a piece of metal in the road and, although I tried to swerve so I wouldn't hit it, somehow it ended up under my tires anyway. Now both passenger-side tires are flat and I only have one spare. I'm use forearm crutches and can't stand for long periods of time. I've called someone to come pick me up but depending on how fast the driver gets here I may need them to wait for my ride to arrive before the tow the car since I can't stand for too long. DISABLEMENT LOCATION: I just got off of 680 and am heading south. I passed Calaveras Nursery a minute back and am almost to Indian Creek Rd; basically on the corner really. I'm outside of Fremont, CA but not sure which city. It might be Brightside, or Sunol, or something. Keys present? YES Vehicle can be put in neutral? YES Customer with vehicle? Vehicle 4 wheel drive? NO Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? Is the vehicle running? Anyone attempted to jump it yet? Children or pets locked in the vehicle? What is the gasoline type? Which tire is damaged? Have a spare in good condition? Low clearance? NO Height TOW DESTINATION: I want it to go back to the dealership from which I purchased it; Infiniti of San Jose.

RP 10

CLIENT: Progressive MEMBER/POLICY NUMBER: 770089785 CALLER NAME: Prometeo Carrasco SOCIAL SECURITY NUMBER: N/A LOOKUP #: (602) 869-2788 VIN: WBA3A5C5XDF255852 CALLBACK #: (781) 37 + [Employee ID] YEAR: 2013 HOME ADDRESS: 2543 The Meadows MAKE: BMW

Montgomery AL 36116 MODEL: 328i COLOR: Green MILES: N/A

PROBLEM: If you can't find the policy with my information, try my husband - Javion Oliver. His phone number is (556) 769-1700. If we have to pay for it, he's paying. He's the one who locked the keys in the car. On the brightside, I can see them on the floorboard so I know we didn't lose them. The sooner you can get there the better though, the car is running; but don't worry no one is locked inside. DISABLEMENT LOCATION: We're on the roof of the parking deck on Coosa St in Montgomery. I'm sorry, I don't know the clearance of the garage or the address. It's at the end of Coosa St where it turns into a cul de sac.

Keys present? Vehicle can be put in neutral? Customer with vehicle? Vehicle 4 wheel drive? Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? Is the vehicle running? Anyone attempted to jump it yet? Children or pets locked in the vehicle? What is the gasoline type? Which tire is damaged? Have a spare in good condition? Low clearance? YES Height TOW DESTINATION: N/A


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RP 11

CLIENT: USAA MEMBER/POLICY NUMBER: 068969583 CALLER NAME: Maj Hassan Y Luna SOCIAL SECURITY NUMBER: 699-91-9134 LOOKUP #: (963) 781-2562 VIN: 19XFB2F88FE239907 CALLBACK #: (781) 60 + [Employee ID] YEAR: 2015 HOME ADDRESS: 5222 West Laurie Lane MAKE: Honda

Glendale AZ MODEL: Civic COLOR: Red MILES: N/A

PROBLEM: I think I locked my keys in the car and need someone to come unlock it for me. I can't see them but I haven't gone anywhere I could have lost them. DISABLEMENT LOCATION: I'm at the LA Fitness on Northern Ave in Phoenix.

Keys present? Vehicle can be put in neutral? Customer with vehicle? YES Vehicle 4 wheel drive? Customer ride with tow truck? Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? Is the vehicle running? NO Anyone attempted to jump it yet? Children or pets locked in the vehicle? NO What is the gasoline type? Which tire is damaged? Have a spare in good condition? Low clearance? NO Height


RP 12

CLIENT: Mazda MEMBER/POLICY NUMBER: N/A CALLER NAME: Austin Dickenson SOCIAL SECURITY NUMBER: N/A LOOKUP #: (781) 225-3006 VIN: 3MZBN1L35JM195756 CALLBACK #: (781) 35 + [Employee ID] YEAR: 2018 HOME ADDRESS: 450 Kinhawk Drive MAKE: Mazda

Nashville TN 37211 MODEL: Mazda3 COLOR: Grey MILES: 52,365

PROBLEM: Hello, my daughter and I are driving to visit family in Johnson City and we got a flat tire. I'm handicapped and unable to change the tire and I don't think I want my 13 year old daughter trying it so we need a little help, please. The spare is in the trunk and I had the dealer check in before we left so I know it's in good shape. DISABLEMENT LOCATION: We're on I-40 traveling east and about a mile away from exit 407. I'm not sure what the name of this city is unfortunately. I can tell you we've already passed Knoxville and we keep seeing signs for Smokey's Flee Market to be honest I'm not really sure how you spell it. I can also tell you there's some dam road that runs underneath I-40. The two don't intersect since I-40 is above it - and that's where we're at. Pulledoverright above that road. Keys present? YES Vehicle can be put in neutral? Customer with vehicle? YES Vehicle 4 wheel drive? Customer ride with tow truck? Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? Is the vehicle running? Anyone attempted to jump it yet? Children or pets locked in the vehicle? What is the gasoline type? Which tire is damaged? Passenger Front Have a spare in good condition? Low clearance? NO Height



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CLIENT: CALLER NAME:

Ford Victoria Chapman

MEMBER/POLICY NUMBER: SOCIAL SECURITY NUMBER:

N/A N/A

LOOKUP #: (956) 499-6116 VIN: 1FMSK8DH3LGA20588 RP 13 CALLBACK #: (781) 88 + [Employee ID] YEAR: 2020

HOME ADDRESS: 1201 Escondido Ln W MAKE: Ford Harligen, TX 78550 MODEL: Explorer

COLOR: Yellow MILES: 14,420 PROBLEM: I need to have my rear passenger tire changed; there should be a spare in the trunk. I drove because Austin can get pretty humid and I didn't want to risk walking before the interview. I'm exhausted from interviewing all day and just want to change so I'm going to walk to my hotel. Can you have the driver call me when they're about 15 minutes away? I'll come back and meet them. DISABLEMENT LOCATION: Honestly I'm not entirely sure where I'm at. I'm in a parking garage in downtown Austin, TX. I'm not from here, I'm interviewing at the Facebook office right now. Well, earlier today. I'm done now. The building across the street from me is a government building. I'm next to a theater and the Facebook office is close, like around the block. I have no clue what the clearance here is. Keys present? YES Vehicle can be put in neutral? Customer with vehicle? Vehicle 4 wheel drive? Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? Is the vehicle running? Anyone attempted to jump it yet? Children or pets locked in the vehicle? What is the gasoline type? Which tire is damaged? Have a spare in good condition? Low clearance? YES Height TOW DESTINATION: N/A

RP 14

CLIENT: USAA MEMBER/POLICY NUMBER: 027782883 CALLER NAME: WO1 Samir Z Dillon SOCIAL SECURITY NUMBER: 697-78-6263 LOOKUP #: (940) 743-0813 VIN: 3N1AB7AP0KY313600 CALLBACK #: (781) 50 + [Employee ID] YEAR: 2019 HOME ADDRESS: 7401 North 61st Drive MAKE: Nissan

Glendale AZ 85301 MODEL: Sentra COLOR: Green MILES: N/A

PROBLEM: I'm borrowing a friend's car while they're out of town and mine is in the shop getting some maintenance and I think I left the lights on or something because I can't get it to turn over. I'm going to wait inside, the driver can call me when they get here and I'll come out. DISABLEMENT LOCATION: I'm at 724 W 12th St, Grand Island, NE 68801. I don't know if it's a 12th st address or an Eddy st address even though I'm here all the time. Keys present? YES Vehicle can be put in neutral? Customer with vehicle? Vehicle 4 wheel drive? Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? NO Is the vehicle running? Anyone attempted to jump it yet? NO Children or pets locked in the vehicle? What is the gasoline type? Which tire is damaged? Have a spare in good condition? Low clearance? NO Height TOW DESTINATION: N/A


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RP 15

CLIENT: Progressive MEMBER/POLICY NUMBER: 393492079 CALLER NAME: Sydelle Ginally SOCIAL SECURITY NUMBER: N/A LOOKUP #: (226) 777-0760 VIN: 1G1BC5SM0J7242639 CALLBACK #: (781) 76 + [Employee ID] YEAR: 2018 HOME ADDRESS: 122 Coral Drive Panama MAKE: Chevrolet

City Beach FL 32413 MODEL: Cruze COLOR: Radiant Red MILES: N/A

PROBLEM: I'm not really sure what's going on. I was driving and then my car just kind of died on me. I'm not out of gas and I think my battery is fine but it won't start again. I guess I need it towed. I'm not sure; you'll have to tell me what's best. It's a little warm out here so if you could let them know sooner is better, that would be great. Thank you so much. DISABLEMENT LOCATION: It's sort of hard to explain. There's a sand and gravel place between Crystal Lakes, FL and Vicksburg and across the highway from that is a small dirt road that doesn't have a name. I was going south on 77 and took a right on that road. Eventually you have to go either left of right, I went left. At the next fork in the road, I went right. I stalled out right at about the third fork; just a little before it. I got out to see if there was a street sign and there isn't. I can tell you at this fork, if I took a left, there's another street that branches south very close. Keys present? YES Vehicle can be put in neutral? YES Customer with vehicle? Vehicle 4 wheel drive? NO Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? Is the vehicle running? Anyone attempted to jump it yet? Children or pets locked in the vehicle? What is the gasoline type? Which tire is damaged? Have a spare in good condition? Low clearance? NO Height TOW DESTINATION:

RP 16

CLIENT: Ford MEMBER/POLICY NUMBER: N/A CALLER NAME: Poseidon Nieves SOCIAL SECURITY NUMBER: N/A LOOKUP #: (529) 284-1731 VIN: 1FTER4FH6KLA00120 CALLBACK #: (781) 33 + [Employee ID] YEAR: 2019 HOME ADDRESS: 2300 Deer Path Circle MAKE: Ford

Hurstbourne Acres KY MODEL: Ranger COLOR: Sea Blue MILES: 43,889

PROBLEM: Hello, I need to have my car towed. I was taking the truck out onto the beach and didn't realize how soft the sand was close to the water. I put a log under the front side of the wheels to gain traction - it worked but the moment I got onto the log I went forward and the rear end of the truck slammed back down onto the log. Honestly I feel like the truck is more than likely fine, however I'd rather have it towed to the dealership just to be on the safe side. There are a couple other trucks on the sand today but the driver can't miss me, I'm in a neon green shirt. DISABLEMENT LOCATION: Long Beach in Indiana. We're on the sand right at the shore. Basically if the driver comes down Moore Rd toward the beach, they'll hit Lake Shore Dr; instead of turning left or right they can just go straight onto the beach from here. They can't miss us. We'll be right there about 100 - 150 feet from the road. Keys present? YES Vehicle can be put in neutral? YES Customer with vehicle? Vehicle 4 wheel drive? YES Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? Is the vehicle running? Anyone attempted to jump it yet? Children or pets locked in the vehicle? What is the gasoline type? Which tire is damaged? Have a spare in good condition? Low clearance? NO Height TOW DESTINATION: I'm a Ford employee but don't think I need to go to WHQ. Can you check? If I don't have to go there please take me to Siemen's Ford in Bridgman on Red Arrow.


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RP 17

CLIENT: Nissan MEMBER/POLICY NUMBER: N/A CALLER NAME: Anthony Kinsect SOCIAL SECURITY NUMBER: N/A LOOKUP #: (858) 463-8259 VIN: 1N4BL4A90KC172234 CALLBACK #: (781) 95 + [Employee ID] YEAR: 2019 HOME ADDRESS: 3118 Sora Avenue MAKE: Nissan

Louisville KY 40213 MODEL: Altima COLOR: White MILES: 18,796

PROBLEM: I've run out of fuel. I thought I could make it to the next town, I guess I was wrong. I'm close enough though that if you bring me fuel I can get there. DISABLEMENT LOCATION: I'm on 169 about 6 miles from Boxhome Iowa. I'm not sure if that's how it's spelled though. Just after 169 bends from east/west to north/south. Keys present? YES Vehicle can be put in neutral? Customer with vehicle? Vehicle 4 wheel drive? Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? Is the vehicle running? Anyone attempted to jump it yet? Children or pets locked in the vehicle? What is the gasoline type? REGULAR Which tire is damaged? Have a spare in good condition? Low clearance? NO Height TOW DESTINATION:

RP 18

CLIENT: INFINITI MEMBER/POLICY NUMBER: N/A CALLER NAME: Jill Long SOCIAL SECURITY NUMBER: N/A LOOKUP #: (253) 467-8765 VIN: N/A CALLBACK #: (781) 64 + [Employee ID] YEAR: 2019 HOME ADDRESS: 11102 Little Rock Court MAKE: Infiniti

Louisville KY 40241 MODEL: QX5 COLOR: Silver MILES: 25,479

PROBLEM: I need to have my car towed back to the dealership. It's shaking really bad when I drive. I'm not with my car right now so I don't have the VIN. I'm not sure why I'm not covered but I should be. Can you set the schedule and document why I'm not covered, please? I'll call back later.

DISABLEMENT LOCATION: It's at my home but I'm away for a bit. Like them to come in like two and a half hours so I can be there when they get there. Keys present? YES Vehicle can be put in neutral? YES Customer with vehicle? Vehicle 4 wheel drive? NO Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? Is the vehicle running? Anyone attempted to jump it yet? Children or pets locked in the vehicle? What is the gasoline type? Which tire is damaged? Have a spare in good condition? Low clearance? NO Height TOW DESTINATION: I'd like my vehicle taken to the place I purchased it, Louisville INFINITI.


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RP 19

CLIENT: Progressive MEMBER/POLICY NUMBER: 758536428 CALLER NAME: Athos Quezada SOCIAL SECURITY NUMBER: N/A LOOKUP #: (586) 838-7958 VIN: 5N1AR2MM2EC618800 CALLBACK #: (781) 61 + [Employee ID] YEAR: 2014 HOME ADDRESS: 450 Kinhawk Drive

Nashville TN 37211 MAKE: Nissan

MODEL: Pathfinder COLOR: Blue MILES: N/A

PROBLEM: I'm not really sure what happened, my car just sort of started smoking - or maybe it was just steam - and it overheated. I pulled off to the side of the road but I don't think it's a good idea for me to continue driving it. My Pathfinder is four-wheel drive, can you please make sure they're aware?

DISABLEMENT LOCATION: I'm in Allen Point or maybe Gail's Ferry, CT. I'm not sure. I know I'm south of Norwich. I was going south on 12 and turned left - so east I think - on Stoddard's Wharf headed towards Ledyard. I'm about halfway between 12 and the little cemetery; I think it's call Avree or something.

Keys present?

YES Vehicle can be put in neutral? YES

Customer with vehicle? YES Vehicle 4 wheel drive? N/A Customer ride with tow truck? NO Within [x] feed of paved surface? N/A Has trailer? N/A Did the vehicle stop when running? N/A Is the vehicle running? N/A Anyone attempted to jump it yet? N/A Children or pets locked in the vehicle? N/A What is the gasoline type? N/A Which tire is damaged? N/A Have a spare in good condition? N/A Low clearance? NO Height N/A

TOW DESTINATION: I want to go back to Norwich. Can you take me to the Firestone on Main St.?

RP 20

CLIENT: Ford MEMBER/POLICY NUMBER: N/A CALLER NAME: Luke Hosford SOCIAL SECURITY NUMBER: N/A LOOKUP #: (883) 616-8528 VIN: 1FM5K8HC6LGA07099 CALLBACK #: (781) 51 + [Employee ID] YEAR: 2020 HOME ADDRESS: 10881 Northforde Drive

Cupertino CA 95014 MAKE: Ford

MODEL: Explorer COLOR: Redemption Red MILES: 17,939

PROBLEM: I need to get a jump start, please. Actually .. . Maybe a tow. This is my dad's car and this is the third time in two months it hasn't started. Jump starts usually work but obviously there's a bigger problem if this keeps happening to a car under 20k miles. I'm in a wheelchair and will need a ride home, I'm calling a friend to come get me. I'll wait inside until the driver gets here. Can you have them call me when they arrive?

DISABLEMENT LOCATION: I'm in the parking lot at Hog Heaven BBQ. I think I'm in either Walters Mississippi or Pendorff. I'm right across the street from a Harmony Church.

Keys present?


Customer with vehicle? N/A Vehicle 4 wheel drive? YES Customer ride with tow truck? NO Within [x] feed of paved surface? N/A Has trailer? NO Did the vehicle stop when running? N/A Is the vehicle running? N/A Anyone attempted to jump it yet? N/A


pg 13

Children or pets locked in the vehicle? N/A What is the gasoline type? N/A Which tire is damaged? N/A Have a spare in good condition? N/A Low clearance? NO Height N/A

TOW DESTINATION: I'm actually from Hattiesburg so if we can get the car towed back there that would be great. The dealer is called Courtesy Motors.

RP 21

CLIENT: USAA MEMBER/POLICY NUMBER: 099916815 CALLER NAME: CW5 Nguyet Y Lezama SOCIAL SECURITY NUMBER: 697-71-5705 LOOKUP #: (923) 463-4075 VIN: 1C4NJCCB4ED524253 CALLBACK #: (781) 69 + [Employee ID] YEAR: 2014 HOME ADDRESS: 68 Hampstead Place

Athol MA 01331 MAKE: Jeep

MODEL: Compass COLOR: Grilltop Grey MILES: N/A

PROBLEM: I'm pretty confident I locked my keys in the car. I don't see them but there's nowhere else they could be. They must have fallen between the seat and the center console or maybe they're under the seat.

DISABLEMENT LOCATION: I'm in the parking garage on South St next to the Hyatt Regency in Rochester, NY. I don't know the clearance, you'll just have to find it. I tried asking security and the guard was being so awful, so I came back to my car. I'll just wait here until the driver gets here.

Keys present?

N/A Vehicle can be put in neutral? N/A

Customer with vehicle? N/A Vehicle 4 wheel drive? N/A Customer ride with tow truck? NO Within [x] feed of paved surface? N/A Has trailer? N/A Did the vehicle stop when running? N/A Is the vehicle running? NO Anyone attempted to jump it yet? N/A Children or pets locked in the vehicle? NO What is the gasoline type? N/A Which tire is damaged? N/A Have a spare in good condition? N/A Low clearance? YES Height N/A


RP 22

CLIENT: Progressive MEMBER/POLICY NUMBER: 450539943 CALLER NAME: Bennie Factor SOCIAL SECURITY NUMBER: N/A LOOKUP #: (846) 765-5843 VIN: 1HGCR2F39HA103795 CALLBACK #: (781) 58 + [Employee ID] YEAR: 2017 HOME ADDRESS: 210 Green Road

Manchester CT 06042 MAKE: Honda

MODEL: Accord COLOR: Last Stand Custard MILES: N/A

PROBLEM: I'm calling for my grandmother, Sariah Sandoval. Her keys are locked in on the backseat. I won't be there, so the driver needs to know that she's Deaf. They'll need to come to her door and ring the doorbell; it might take her a moment to see the light flashing. The driver may want to ring it a few times. She can write on a paper to communicate with the driver but if you have a driver who knows American Sign Language that would honestly be amazing. Can you check your resources about that coverage? I guess I'll pay for the service. DISABLEMENT LOCATION: She's at her home address. The car is in the driveway.


pg 14

Keys present?

N/A Vehicle can be put in neutral? N/A Customer with vehicle? N/A Vehicle 4 wheel drive? N/A Customer ride with tow truck? NO Within [x] feed of paved surface? N/A Has trailer? N/A Did the vehicle stop when running? N/A Is the vehicle running? NO Anyone attempted to jump it yet? N/A Children or pets locked in the vehicle? NO What is the gasoline type? N/A Which tire is damaged? N/A Have a spare in good condition? N/A Low clearance? NO Height N/A

TOW DESTINATION:

RP 23

CLIENT: USAA MEMBER/POLICY NUMBER: 015298135 CALLER NAME: CDR Irma J Moore SOCIAL SECURITY NUMBER: 691-14-5419 LOOKUP #: (515) 522-3233 VIN: 19XFC2F56HE018909 CALLBACK #: (781) 25 + [Employee ID] YEAR: 2017 HOME ADDRESS: 5222 West Laurie Lane

Glendale AZ MAKE: Honda

MODEL: Civic COLOR: Red MILES: N/A

PROBLEM: I think I locked my keys in the car and need someone to come unlock it for me. I can't see them, but I haven't gone anywhere I could have lost them.

DISABLEMENT LOCATION: I'm at the LA Fitness across the street from Charlie's. It's on 7th Ave and Camelback. Any driver in this area will know where I am if you just tell them that.

Keys present?


Customer with vehicle? YES Vehicle 4 wheel drive? N/A Customer ride with tow truck? N/A Within [x] feed of paved surface? N/A Has trailer? N/A Did the vehicle stop when running? N/A Is the vehicle running? NO Anyone attempted to jump it yet? N/A Children or pets locked in the vehicle? NO What is the gasoline type? N/A Which tire is damaged? N/A Have a spare in good condition? N/A Low clearance? NO Height N/A



pg 15

NAV 1

CLIENT: USAA MEMBER/POLICY NUMBER: 029997188 CALLER NAME: CW5 Okita D Morikawa SOCIAL SECURITY NUMBER: 670-09-1269 LOOKUP #: (477) 371-6882 VIN: 19XFC2F58HE077833 CALLBACK #: (781) 40 + [Employee ID] YEAR: 2017 HOME ADDRESS: 1427 South Carolina MAKE: Honda

Avenue Southeast MODEL: Civic COLOR: White MILES: N/A

PROBLEM: I'm trying to leave for work but I can't get my car to start. The battery must be dead. Can you send someone to jump start it for me? I have an important meeting so I'm going to be inside on a call, if the driver can let me know when they're here I'll come out so they can get in the car. DISABLEMENT LOCATION: I'm at home; my address is 1427 South Carolina Avenue Southeast, Washington, DC 20003

Keys present? YES Vehicle can be put in neutral? Customer with vehicle? Vehicle 4 wheel drive? Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? NO Is the vehicle running? Anyone attempted to jump it yet? NO Children or pets locked in the vehicle? What is the gasoline type? Which tire is damaged? Have a spare in good condition? Low clearance? NO Height TOW DESTINATION: N/A

CLIENT: CALLER NAME:

Progressive Valentino Flores

MEMBER/POLICY NUMBER: SOCIAL SECURITY NUMBER:

182296013 N/A

LOOKUP #: (442) 783-4828 VIN: 1FADP3J21HL323990 NAV 2 CALLBACK #: (781) 90 + [Employee ID] YEAR: 2017

HOME ADDRESS: 4876 Norris Road MAKE: Ford Fremont CA 94536 MODEL: Focus

COLOR: Blue MILES: N/A PROBLEM: I just came out of the grocery store and my driver's rear tire is flat. I have a spare in the trunk but can't put it on myself. The sooner the better because it's hot and I bought the new Lucky Charms ice cream and I don't want it to melt. DISABLEMENT LOCATION: I'm at Trader Joe's; the address is 39324 Argonaut Way, Fremont, CA 94538.

Keys present? YES Vehicle can be put in neutral? Customer with vehicle? Vehicle 4 wheel drive? Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? Is the vehicle running? Anyone attempted to jump it yet? Children or pets locked in the vehicle? What is the gasoline type? Which tire is damaged? Have a spare in good condition? Low clearance? NO Height TOW DESTINATION:


pg 16

NAV 3

CLIENT: Ford MEMBER/POLICY NUMBER: N/A CALLER NAME: Riyo Aizawa SOCIAL SECURITY NUMBER: N/A LOOKUP #: (422) 684-0604 VIN: 2FMGK5C87JBA05344 CALLBACK #: (781) 38 + [Employee ID] YEAR: 2018 HOME ADDRESS: 11102 Little Rock Court MAKE: Ford

Louisville KY 40241 MODEL: Flex COLOR: Silver MILES: 31,852

PROBLEM: Um.. I accidently locked my keys in the car. I can see them sitting on the back seat. Can you send someone out to unlock the car door? DISABLEMENT LOCATION: The car is located in my driveway at home.

Keys present? Vehicle can be put in neutral? Customer with vehicle? YES Vehicle 4 wheel drive? Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? Is the vehicle running? NO Anyone attempted to jump it yet? Children or pets locked in the vehicle? NO What is the gasoline type? Which tire is damaged? Have a spare in good condition? Low clearance? NO Height TOW DESTINATION:

NAV 4

CLIENT: Ford MEMBER/POLICY NUMBER: N/A CALLER NAME: River Mitchell SOCIAL SECURITY NUMBER: N/A LOOKUP #: (413) 594-2747 VIN: 1FTEW1CP0JFA00520 CALLBACK #: (781) 23 + [Employee ID] YEAR: 2018 HOME ADDRESS: 2347 Glen Eagle Drive MAKE: Ford

Northfield KY 40222 MODEL: F-150 COLOR: Gotta Have It Green MILES: 43,569

PROBLEM: I was on my way to the museum and my car stalled just as I was about to pull in. I need to have it towed to the dealership. DISABLEMENT LOCATION: The Frazier History Museum, mine is the only green car in the parking lot.

Keys present? YES Vehicle can be put in neutral? YES Customer with vehicle? YES Vehicle 4 wheel drive? NO Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? NO Did the vehicle stop when running? Is the vehicle running? Anyone attempted to jump it yet? Children or pets locked in the vehicle? What is the gasoline type? Which tire is damaged? Have a spare in good condition? Low clearance? NO Height TOW DESTINATION:


pg 17

NAV 5

CLIENT: Ford MEMBER/POLICY NUMBER: N/A CALLER NAME: Gilbert Smythe SOCIAL SECURITY NUMBER: N/A LOOKUP #: (308) 489-6282 VIN: 3FA6P0E94KR100995 CALLBACK #: (781) 51 + [Employee ID] YEAR: 2019 HOME ADDRESS: 310 12th Avenue Santa MAKE: Ford

Cruz CA 95062 MODEL: Fusion COLOR: Brown MILES: 13,579

PROBLEM: I've gotten myself stuck in the mud when I was trying to pull out of my driveway. The car is fine, I just need to get it pulled onto the road; I'm about 5-6 feet off the road. Since I'm not going anywhere I'm going to mow the lawn in the backyard. I'll leave the gate on the right side of the house open. Can you have the driver just come on back so I can come to the car with the keys? DISABLEMENT LOCATION: I'm at my home address. 310 12th Avenue Santa Cruz, CA

Keys present? Vehicle can be put in neutral? YES Customer with vehicle? Vehicle 4 wheel drive? Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? Is the vehicle running? Anyone attempted to jump it yet? Children or pets locked in the vehicle? What is the gasoline type? Which tire is damaged? Have a spare in good condition? Low clearance? NO Height TOW DESTINATION:

NAV 6

CLIENT: Progressive MEMBER/POLICY NUMBER: 258553598 CALLER NAME: Albert Quintanilla SOCIAL SECURITY NUMBER: N/A LOOKUP #: (366) 758-8060 VIN: KNDJN2A22H7882258 CALLBACK #: (781) 85 + [Employee ID] YEAR: 2017 HOME ADDRESS: 2305 Ranchland Dr MAKE: Kia

Savannah GA 31404 MODEL: Soul COLOR: Vanilla Shake MILES: 28,389

PROBLEM: Hi, I ran in to grab a book from the bookstore and accidentally locked my keys in the car and left it running. Honestly I'm parked on the street and shouldn't be so the quicker someone can get here the better. I'd prefer not to get a ticket, so I'll be here waiting with the car. DISABLEMENT LOCATION: I'm at Chamblin's Uptown in downtown Jacksonville, FL.

Keys present? Vehicle can be put in neutral? Customer with vehicle? Vehicle 4 wheel drive? Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? Is the vehicle running? Anyone attempted to jump it yet? Children or pets locked in the vehicle? What is the gasoline type? Which tire is damaged? Have a spare in good condition? Low clearance? NO Height TOW DESTINATION:


pg 18

NAV 7

CLIENT: USAA MEMBER/POLICY NUMBER: 041091326 CALLER NAME: MSgt Prudencio D Corona SOCIAL SECURITY NUMBER: 764-41-1948 LOOKUP #: (544) 709-3531 VIN: 1HGCR2F38GA174372 CALLBACK #: (781) 76 + [Employee ID] YEAR: 2016 HOME ADDRESS: 212 Ambleside Drive MAKE: Honda

Severna Park MD 21146 MODEL: Accord COLOR: Radiant Red Metallic MILES: N/A

PROBLEM: I think I ran out of gas, can you send someone to bring me a couple gallons, please? I'm going to walk to the school, my child has a performance starting soon. If the driver can call me when they arrive I'll step out and open the car for them. DISABLEMENT LOCATION: I'm near the Glen Burnie High School on the corner of Amberly and Glen.

Keys present? Vehicle can be put in neutral? Customer with vehicle? Vehicle 4 wheel drive? Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? Is the vehicle running? Anyone attempted to jump it yet? Children or pets locked in the vehicle? What is the gasoline type? REGULAR Which tire is damaged? Have a spare in good condition? Low clearance? NO Height TOW DESTINATION:

NAV 8

CLIENT: USAA MEMBER/POLICY NUMBER: 033257294 CALLER NAME: CMSAF Suzanne V Dickers SOCIAL SECURITY NUMBER: 694-41-1223 LOOKUP #: (316) 869-0902 VIN: WBA3B1C52F5A05748 CALLBACK #: (781) 88 + [Employee ID] YEAR: 2015 HOME ADDRESS: 644 West Maple Street MAKE: BMW

Fayetteville AR 72701 MODEL: 3 Series COLOR: Ruby Black Metallic MILES: N/A

PROBLEM: My 3 Series won't turn over. My neighbor tried to give me a jump start DISABLEMENT LOCATION: I'm at home, my car is parked in my driveway.

Keys present? YES Vehicle can be put in neutral? YES Customer with vehicle? YES Vehicle 4 wheel drive? NO Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? Is the vehicle running? Anyone attempted to jump it yet? Children or pets locked in the vehicle? What is the gasoline type? Which tire is damaged? Have a spare in good condition? Low clearance? NO Height TOW DESTINATION: Can you take it to Jim's Garage on School for me, please? I've already called and let them know to expect it.


pg 19

NAV 9

CLIENT: USAA MEMBER/POLICY NUMBER: 037264665 CALLER NAME: CPT Maxwell J Wiley SOCIAL SECURITY NUMBER: 244-41-1835 LOOKUP #: (845) 966-9814 VIN: 1C4PJMCB1GW328356 CALLBACK #: (781) 65 + [Employee ID] YEAR: 2016 HOME ADDRESS: 1901 North Midwest Blvd MAKE: Jeep

Edmond OK MODEL: Cherokee COLOR: White MILES: N/A

PROBLEM: I was driving down the road and the vehicle just stopped going. It didn't stall though, it's like the transmission has gone out. I can move my shifter but it doesn't matter what gear I'm in, the car won't move no matter how much I rev the engine. DISABLEMENT LOCATION: I'm on the corner of Celestial St and Winsmith Ave in Spartanburg, South Carolina.

Keys present? YES Vehicle can be put in neutral? YES Customer with vehicle? YES Vehicle 4 wheel drive? NO Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? NO Did the vehicle stop when running? Is the vehicle running? Anyone attempted to jump it yet? Children or pets locked in the vehicle? What is the gasoline type? Which tire is damaged? Have a spare in good condition? Low clearance? NO Height TOW DESTINATION: I'd like my car taken to Precision Tune Auto Care. They've worked on my vehicle for years.

NAV 10

CLIENT: Mazda MEMBER/POLICY NUMBER: N/A CALLER NAME: Helen Hywater SOCIAL SECURITY NUMBER: N/A LOOKUP #: (808) 225-3006 VIN: JM1BM1W33F1221101 CALLBACK #: (781) 84 + [Employee ID] YEAR: 2018 HOME ADDRESS: 450 Kinhawk Drive

Nashville TN 37211 MAKE: Mazda

MODEL: Mazda3 COLOR: Grey MILES: 31,947

PROBLEM: Hello, my daughter and I are driving to visit family in Johnson City and we got a flat tire. I'm handicapped and unable to change the tire and I don't think I want my 13-year-old daughter trying it so we need a little help, please. The spare is in the trunk and I had the dealer check in before we left so I know it's in good shape.

DISABLEMENT LOCATION: We're on I-40 traveling east and about a mile away from exit 407. I'm not sure what the name of this city is unfortunately. I can tell you we've already passed Knoxville and we keep seeing signs for Smokey's Flee Market to be honest I'm not really sure how you spell it. I can also tell you there's some dam road that runs underneath I-40. The two don't intersect since I-40 is above it - and that's where we're at. Pulled over right above that road.

Keys present?

YES Vehicle can be put in neutral? N/A

Customer with vehicle? YES Vehicle 4 wheel drive? N/A Customer ride with tow truck? N/A Within [x] feed of paved surface? N/A Has trailer? N/A Did the vehicle stop when running? N/A Is the vehicle running? N/A Anyone attempted to jump it yet? N/A Children or pets locked in the vehicle? N/A What is the gasoline type? N/A Which tire is damaged? Passenger Front Have a spare in good condition? N/A Low clearance? NO Height N/A


pg 20


NAV 11

CLIENT: Progressive MEMBER/POLICY NUMBER: 520821761 CALLER NAME: Wendi Villa SOCIAL SECURITY NUMBER: N/A LOOKUP #: (327) 615-3425 VIN: WMWZP3C56FT298666 CALLBACK #: (781) 67 + [Employee ID] YEAR: 2015 HOME ADDRESS: 4981 Shirley Way

Livermore CA 94550 MAKE: Mini

MODEL: Cooper S Convertible COLOR: Blue MILES: N/A

PROBLEM: I'm a geologist out here doing some work. I thought the roads were in better condition than they actually are. There's a lot of mud from all the rain and my little Cooper stuck now. I need to have it towed. I'm sure it's fine but if the driver just pulls it out, I wouldn't be surprised if I got stuck again. I'll need the driver to come out in about 4 hours, I need to do some work before I can meet with the driver.

DISABLEMENT LOCATION: I'm about a mile north of the Rancho Los Mochos / Astronomy Hill area on Mines Rd. I'm at an intersection with another small street but I don't have the name.

Keys present?

YES Vehicle can be put in neutral? N/A

Customer with vehicle? YES Vehicle 4 wheel drive? N/A Customer ride with tow truck? NO Within [x] feed of paved surface? YES Has trailer? N/A Did the vehicle stop when running? N/A Is the vehicle running? N/A Anyone attempted to jump it yet? N/A Children or pets locked in the vehicle? N/A What is the gasoline type? N/A Which tire is damaged? N/A Have a spare in good condition? N/A Low clearance? NO Height N/A

TOW DESTINATION: Can you just tow it to my house, please?

NAV 12

CLIENT: Ford MEMBER/POLICY NUMBER: N/A CALLER NAME: Aldo Everett SOCIAL SECURITY NUMBER: N/A LOOKUP #: (307) 985-7679 VIN: 1FTEW1EG7KFA00058 CALLBACK #: (781) 94 + [Employee ID] YEAR: 2019 HOME ADDRESS: 5329 A Street

Greeley CO 80634 MAKE: Ford

MODEL: F-150 COLOR: White MILES: 23,456

PROBLEM: I need to have my car towed back to the dealer. The steering just sort of locked up. I was able to get to the side of the road thankfully but something is definitely wrong.

DISABLEMENT LOCATION: I'm on 80 , traveling east just a few feet before exit 126. I'm going to be in the Brule, Roscoe, Ogalala, Big Springs area. Nebraska that is. I'm honestly not really sure which city I'm in.

Keys present?


Customer with vehicle? YES Vehicle 4 wheel drive? NO


pg 21

Customer ride with tow truck? NO Within [x] feed of paved surface? N/A Has trailer? NO Did the vehicle stop when running? N/A Is the vehicle running? N/A Anyone attempted to jump it yet? N/A Children or pets locked in the vehicle? N/A What is the gasoline type? N/A Which tire is damaged? N/A Have a spare in good condition? N/A Low clearance? NO Height N/A

TOW DESTINATION: Korf Continental in Colorado. I don't know the city.

NAV 13

CLIENT: Progressive MEMBER/POLICY NUMBER: 284228820 CALLER NAME: Kevin Poore SOCIAL SECURITY NUMBER: N/A LOOKUP #: (601) 933-4266 VIN: 1HGCR2F87EA005775 CALLBACK #: (781) 79 + [Employee ID] YEAR: 2019 HOME ADDRESS: 2577 Rhode Island Ave

Northeast Washington, DC

MAKE: Chrysler

MODEL: 300 Touring COLOR: Gold Medal Victory MILES: N/A

PROBLEM: I locked my keys in my car. If the driver can call when they arrive that would be great. I'll be in the backyard doing a little BBQ with the fam-bam.

DISABLEMENT LOCATION: I'm visiting family in Ontario right now. The address is 1440 Avenue Rd, North York, ON M5N 2H7

Keys present?


Customer with vehicle? YES Vehicle 4 wheel drive? N/A Customer ride with tow truck? NO Within [x] feed of paved surface? N/A Has trailer? N/A Did the vehicle stop when running? N/A Is the vehicle running? NO Anyone attempted to jump it yet? N/A Children or pets locked in the vehicle? NO What is the gasoline type? N/A Which tire is damaged? N/A Have a spare in good condition? N/A Low clearance? NO Height N/A

TOW DESTINATION:

NAV 14

CLIENT: USAAA MEMBER/POLICY NUMBER: 828547 CALLER NAME: SSgt Kenneth C. Bing SOCIAL SECURITY NUMBER: 992-76-0908 LOOKUP #: (821) 760-3258 VIN: JTHC51FF0K5006921 CALLBACK #: (781) 80 + [Employee ID] YEAR: 2019 HOME ADDRESS: 5385 Iris Street

Arvada CO 80002 MAKE: Lexus

MODEL: LS COLOR: White MILES: N/A

PROBLEM: I'm not really sure what happened. The car just kind of died while I was driving it.


pg 22

DISABLEMENT LOCATION: I’m not really familiar with the area, I was out camping. I’m traveling westbound on 6 right now. Where I’m at there’s a river that runs under the highway and I’m just before that; maybe a couple feet away. I remember seeing a sign for a climbing area just a bit back. Colfax Climbing or something. There’s an intersection with another highway or route up ahead. I can’t tell what it is.

Keys present?


Customer with vehicle? YES Vehicle 4 wheel drive? NO Customer ride with tow truck? NO Within [x] feed of paved surface? N/A Has trailer? N/A Did the vehicle stop when running? N/A Is the vehicle running? N/A Anyone attempted to jump it yet? N/A Children or pets locked in the vehicle? N/A What is the gasoline type? N/A Which tire is damaged? N/A Have a spare in good condition? N/A Low clearance? NO Height N/A

TOW DESTINATION: I'd like to go to A C Transmission in Evergreen. I suppose I'll pay for it if I have to.

NAV 15

CLIENT: USAA MEMBER/POLICY NUMBER: 068949534 CALLER NAME: SCPO Marie K Brewer SOCIAL SECURITY NUMBER: 241-14-1093 LOOKUP #: (896) 574-7585 VIN: 5N1AT2MV0GC885589 CALLBACK #: (781) 49 + [Employee ID] YEAR: 2016 HOME ADDRESS: 1431 King George

Boulevard Savannah GA 31419

MAKE: Nissan

MODEL: Rogue COLOR: Green MILES: N/A

PROBLEM: I got out to change my flat tire - it's all changed now - but locked my keys in my car in the process. Lucky for me the trunk lid is still open, since it's raining here, I'll be sitting in the back. Problem is, I have a dog who rides in the back so I have a sort of guard installed to keep my dog from jumping over the seat which means I can't get to the keys myself.

DISABLEMENT LOCATION: I'm in Georgia. There's a small route between Richmond Hill and Fort Stewart. I'm about 10 miles from where it connects to 95 at Richmond Hill and I'm going toward Fort Stewart. There's an intersection here but I have no clue what the street name is. I don't see any signs.

Keys present?

Vehicle can be put in neutral?

Customer with vehicle? Customer ride with tow truck? NO Within [x] feed of paved surface? Has trailer? Did the vehicle stop when running? Is the vehicle running? Anyone attempted to jump it yet? Children or pets locked in the vehicle? Which tire is damaged? Have a spare in good condition? Low clearance? NO Height N/A

TOW DESTINATION:

ROLE-PLAYS AND NAVIGATION PRACTICE SCENARIOS

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Transcript of ROLE-PLAYS AND NAVIGATION PRACTICE SCENARIOS