Guten Tag, hier ist Ramona von Carglass Deutschland. Dürfen wir das Gespräch zu Schulungs- und Qualitätszwecken aufzeichnen?
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Kunde#111:21:52
Hi, can you switch to English, please?
Ramona#211:21:58
Of course. May we record this call for training and quality purposes?
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Kunde#311:22:03
Yes.
Ramona#411:22:06
Thank you. How can I help you today?
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Kunde#511:22:10
So, um, here's the thing. I just had a crack on my window. It's an, it's an Audi A6, uh, 2013 model.
Ramona#611:22:23
I'm sorry to hear about the crack. Let's get this sorted for you. First, so I can find your record, could you please tell me your phone number?
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Kunde#711:22:31
Uh, 0152-36-32-9228.
Ramona#811:22:41
I have zero-one-five-two, three-six, three-two, nine-two-two-eight. Is that correct?
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Kunde#911:22:47
Yes.
Ramona#1011:22:50
One moment,...
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Kunde#1111:22:51
Hello?
Ramona#1211:22:54
Sorry about that, still checking on your record — one moment.
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Ramona#1311:22:57
I couldn't find your number in our records — welcome as a new customer. May I first have your name, please?
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Kunde#1411:23:04
Before I do that, can you repeat my phone number again, but a little bit slower?
Ramona#1511:23:09
Sure. Zero. One. Five. Two. Three. Six. Three. Two. Nine. Two. Two. Eight. Was that clear?
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Kunde#1611:23:17
Uh, you're still saying it in a weird way.
Ramona#1711:23:22
Let me say it again, one digit at a time. Zero. One. Five. Two. Three. Six. Three. Two. Nine. Two. Two. Eight. Was that clearer this time?
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Kunde#1811:23:33
Yes. But...
Ramona#1911:23:38
I'm listening — please go ahead.
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Kunde#2011:23:47
Okay. Uh, let me give you my license plate number. Uh, it's Dusseldorf ED360.
Ramona#2111:23:58
Got it, thank you. Now, may I have your full name, please?
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Kunde#2211:24:03
My full name is, uh, Eyad, E-Y-A-D, last name Dawood.
Ramona#2311:24:11
Thank you, Mr. Dawood. Now, just to confirm — which glass is damaged? The windshield, a side window, or the rear window?
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Kunde#2411:24:20
Uh, the windshield.
Ramona#2511:24:25
Could you briefly describe the damage — is it a small chip that could be covered by a two-euro coin, or is it a larger crack?
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Kunde#2611:24:34
It's, um, it's, uh, two centimeters. Hello? Can you hear me?
Ramona#2711:24:56
Yes, I can hear you. Thank you, that helps. Now, is the damage in your direct line of sight — meaning the area swept by the wiper, right in front of you as you drive?
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Kunde#2811:25:07
Yes, it's in front of me.
Ramona#2911:25:12
Because the damage is in your direct line of sight, we'll need to do a full replacement rather than a repair. Now, which insurance covers this...
