Call Centre: Customer Services

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Summary:

Jeff from Education Experts calls Anthony Pella to discuss his interest in furthering his education. Anthony, 29, expresses interest in pursuing a computer engineering degree. He has a GED obtained in 1999 and has been working as a plumber for 13 years. Anthony provides his contact information and preferences for campus-based education. Jeff informs Anthony that school enrollment counselors will contact him soon with more information about programs and financial aid.

Transcript:

Jeff:

Hello. May I please…

Anthony Pella:

Hello.

Jeff:

…speak with Anthony? Hello?

Anthony Pella:

This is Anthony.

Jeff:

Hi Anthony. My name is Jeff and I'm calling on behalf of Education Experts from a quality monitored line.

Anthony Pella:

Okay.

Jeff:

And I see here that you recently filled a form on the internet indicating an interest in earning a degree.

Anthony Pella:

Yes.

Jeff:

Is that correct?

Anthony Pella:

Yes.

Jeff:

I only need a few moments of your time to match…

Anthony Pella:

Okay.

Jeff:

…you with the most appropriate schools. Are you at least 18 years of age?

Anthony Pella:

Aa, yeah, I am 29.

Jeff:

29, okay. And do you currently have a high school diploma or a GED?

Anthony Pella:

Yes, I do.

Jeff:

Okay, thank you Anthony. And if we can find a school for you that meets your needs, would you be interested in furthering your education in the next six months?

Anthony Pella:

Yeah, of course. And the course I'd like to take up would be computer engineering.

Jeff:

Computer engineering, okay. And Anthony, I only need…

Anthony Pella:

Yeah.

Jeff:

…a few moments of your time…

Anthony Pella:

Okay.

Jeff:

…to verify your information. Your first name is Anthony and your last name is Pella, is this correct?

Anthony Pella:

Yes.

Jeff:

Okay. Anthony, now if I may ask you, if we can find a school for you that meets your needs, would you be interested in furthering your education…

Anthony Pella:

Yes.

Jeff:

…in the next six months? Okay.

Anthony Pella:

Definitely.

Jeff:

Thank you, Anthony. Aa, could you please verify your complete address, including the city, state and the zip code?

Anthony Pella:

All right. It's 1905 Bramblewood Drive, St. Cloud, Florida – 34769.

Jeff:

Okay. Is the Street Number 1905?

Anthony Pella:

Yeah, 1905.

Jeff:

And the street name is Bramblewood Drive?

Anthony Pella:

Yeah.

Jeff:

Is that correct?

Anthony Pella:

Yeah, that's correct.

Jeff:

Okay. So it's 1905 Bramblewood Drive, St. Cloud, Florida – 34769.

Anthony Pella:

Yes.

Jeff:

Is that correct?

Anthony Pella:

Yeah.

Jeff:

Okay. And could you please verify your email address?

Anthony Pella:

It's, aa, pellaanthony@yahoo.com. It's all one word.

Jeff:

Thank you so much for the verification, Anthony.

Anthony Pella:

Yeah.

Jeff:

Now, aa, you mentioned computer engineering, right?

Anthony Pella:

Mm-hmm.

Jeff:

Okay. May I ask what degree type are you looking to obtain? Is it Associate or {cross talk}?

Anthony Pella:

Whatever I need to do. So if… if I get in the first door, I do Associates, probably move my way up the ladder, you know?

Jeff:

Okay. So…

Anthony Pella:

Get my first one and then keep on going.

Jeff:

Okay. So, aa, it could be associate degree for the moment?

Anthony Pella:

Yep.

Jeff:

Okay. Okay, Anthony, you've mentioned that you're 21—I'm sorry, 29 years old.

Anthony Pella:

Mm-hmm.

Jeff:

Now, if I may ask, well, what's the highest level of education that you have completed?

Anthony Pella:

I dropped out when I was in the 11th grade and I started doing plumbing. I've actually been doing plumbing for 13 years. I'm a registered apprentice. I actually only have to take the test to become a, aa, journeyman's… journeyman to open my own company and I'm not too fond of plumbing, you know what I'm saying? I need to—I want to do something else besides plumbing for the rest of my life.

Jeff:

Okay. And do you have a diploma or a GED?

Anthony Pella:

I have a GED.

Jeff:

GED, okay. And what year did you obtain your GED if I may ask?

Anthony Pella:

Um, 1999.

Jeff:

1999. Okay. And for your class type preference, would it be online, on campus or would it be self?

Anthony Pella:

No, probably it would be campus. Probably it would be campus.

Jeff:

Campus, okay. And just in case we will not be able to find a campus-based school, would you be okay with an online school?

Anthony Pella:

Yeah.

Jeff:

Okay. And are you a United States' citizen?

Anthony Pella:

Yes, I am.

Jeff:

Thank you. And are you associated with the United States' military?

Anthony Pella:

What was that?

Jeff:

Oh, I'm sorry. Are you associated with the United States' military?

Anthony Pella:

No, I'm not.

Jeff:

Okay. And what would be the best time for a school enrollment counselor to contact you? Is it in the morning, afternoon or evening?

Anthony Pella:

Um, pretty much any time of the day.

Jeff:

Okay. And what is your exact date of birth?

Anthony Pella:

10-15-1980.

Jeff:

So that would be, aa, October 15, 1980?

Anthony Pella:

That's correct.

Jeff:

Okay. Okay, Anthony, if we can find a school for you that meets your needs, school enrollment counselors will be contacting you in the near future…

Anthony Pella:

Okay.

Jeff:

…either by phone or by email, and they can answer any questions you may have regarding financial aid, tuition assistance…,

Anthony Pella:

Okay.

Jeff:

…their program requirements and policies.

Anthony Pella:

Mm-hmm.

Jeff:

And so with that, I would just like to thank you for your time.

Anthony Pella:

Okay.

Jeff:

And once again, we thank you for choosing Education Experts.

Anthony Pella:

And thank you.

Jeff:

You… you are welcome.

Anthony Pella:

All right.

Jeff:

Have a good day.

Anthony Pella:

You too.

Jeff:

Bye.

Anthony Pella:

Bye-bye.

Redacted Transcript:

Jeff:

Hello. May I please speak with Anthony? Hello?

Anthony Pella:

This is Anthony.

Jeff:

Hi Anthony. My name is Jeff and I'm calling on behalf of Education Experts from a quality monitored line.

Anthony Pella:

Okay.

Jeff:

And I see here that you recently filled a form on the internet indicating an interest in earning a degree.

Anthony Pella:

Yes.

Jeff:

Is that correct?

Anthony Pella:

Yes.

Jeff:

I only need a few moments of your time to match you with the most appropriate schools. Are you at least 18 years of age?

Anthony Pella:

Aa, yeah, I am [REDACTED AGE].

Jeff:

[REDACTED AGE], okay. And do you currently have a high school diploma or a GED?

Anthony Pella:

Yes, I do.

Jeff:

Okay, thank you Anthony. And if we can find a school for you that meets your needs, would you be interested in furthering your education in the next six months?

Anthony Pella:

Yeah, of course. And the course I'd like to take up would be computer engineering.

Jeff:

Computer engineering, okay. And Anthony, I only need a few moments of your time to verify your information. Your first name is Anthony and your last name is Pella, is this correct?

Anthony Pella:

Yes.

Jeff:

Okay. Anthony, now if I may ask you, if we can find a school for you that meets your needs, would you be interested in furthering your education in the next six months?

Anthony Pella:

Yes.

Jeff:

Okay.

Anthony Pella:

Definitely.

Jeff:

Thank you, Anthony. Aa, could you please verify your complete address, including the city, state and the zip code?

Anthony Pella:

All right. It's [REDACTED ADDRESS].

Jeff:

Okay. Is the Street Number [REDACTED STREET NUMBER]?

Anthony Pella:

Yeah, [REDACTED STREET NUMBER].

Jeff:

And the street name is [REDACTED STREET NAME]?

Anthony Pella:

Yeah.

Jeff:

Is that correct?

Anthony Pella:

Yeah, that's correct.

Jeff:

Okay. So it's [REDACTED FULL ADDRESS].

Anthony Pella:

Yes.

Jeff:

Is that correct?

Anthony Pella:

Yeah.

Jeff:

Okay. And could you please verify your email address?

Anthony Pella:

It's, aa, [REDACTED EMAIL]. It's all one word.

Jeff:

Thank you so much for the verification, Anthony.

Anthony Pella:

Yeah.

Jeff:

Now, aa, you mentioned computer engineering, right?

Anthony Pella:

Mm-hmm.

Jeff:

Okay. May I ask what degree type are you looking to obtain? Is it Associate or {cross talk}?

Anthony Pella:

Whatever I need to do. So if… if I get in the first door, I do Associates, probably move my way up the ladder, you know?

Jeff:

Okay. So…

Anthony Pella:

Get my first one and then keep on going.

Jeff:

Okay. So, aa, it could be associate degree for the moment?

Anthony Pella:

Yep.

Jeff:

Okay. Okay, Anthony, you've mentioned that you're [REDACTED AGE] years old.

Anthony Pella:

Mm-hmm.

Jeff:

Now, if I may ask, well, what's the highest level of education that you have completed?

Anthony Pella:

I dropped out when I was in the 11th grade and I started doing plumbing. I've actually been doing plumbing for 13 years. I'm a registered apprentice. I actually only have to take the test to become a, aa, journeyman's… journeyman to open my own company and I'm not too fond of plumbing, you know what I'm saying? I need to—I want to do something else besides plumbing for the rest of my life.

Jeff:

Okay. And do you have a diploma or a GED?

Anthony Pella:

I have a GED.

Jeff:

GED, okay. And what year did you obtain your GED if I may ask?

Anthony Pella:

Um, [REDACTED YEAR].

Jeff:

[REDACTED YEAR]. Okay. And for your class type preference, would it be online, on campus or would it be self?

Anthony Pella:

No, probably it would be campus. Probably it would be campus.

Jeff:

Campus, okay. And just in case we will not be able to find a campus-based school, would you be okay with an online school?

Anthony Pella:

Yeah.

Jeff:

Okay. And are you a United States' citizen?

Anthony Pella:

Yes, I am.

Jeff:

Thank you. And are you associated with the United States' military?

Anthony Pella:

What was that?

Jeff:

Oh, I'm sorry. Are you associated with the United States' military?

Anthony Pella:

No, I'm not.

Jeff:

Okay. And what would be the best time for a school enrollment counselor to contact you? Is it in the morning, afternoon or evening?

Anthony Pella:

Um, pretty much any time of the day.

Jeff:

Okay. And what is your exact date of birth?

Anthony Pella:

[REDACTED DATE OF BIRTH].

Jeff:

So that would be, aa, [REDACTED DATE OF BIRTH]?

Anthony Pella:

That's correct.

Jeff:

Okay. Okay, Anthony, if we can find a school for you that meets your needs, school enrollment counselors will be contacting you in the near future…

Anthony Pella:

Okay.

Jeff:

…either by phone or by email, and they can answer any questions you may have regarding financial aid, tuition assistance…,

Anthony Pella:

Okay.

Jeff:

…their program requirements and policies.

Anthony Pella:

Mm-hmm.

Jeff:

And so with that, I would just like to thank you for your time.

Anthony Pella:

Okay.

Jeff:

And once again, we thank you for choosing Education Experts.

Anthony Pella:

And thank you.

Jeff:

You… you are welcome.

Anthony Pella:

All right.

Jeff:

Have a good day.

Anthony Pella:

You too.

Jeff:

Bye.

Anthony Pella:

Bye-bye.

Redacted Keywords:

Age Address Email GED Date of Birth

Overall Sentiment:

Positive: 75%
Neutral: 25%
Negative: 0%

The conversation is generally positive, with Anthony showing enthusiasm for educational opportunities. Some parts are neutral, focusing on information gathering. No significant negative sentiment is detected.

Key Emotions Detected:

Interest:

Anthony shows interest in furthering his education and changing careers.

Cooperation:

Anthony is cooperative in providing information to Jeff.

Politeness:

Both Jeff and Anthony maintain a polite and professional tone throughout the conversation.

Optimism:

Anthony expresses optimism about pursuing a new career path in computer engineering.

Trust:

Jeff establishes trust by identifying himself and mentioning the quality of the line. Anthony trusts Jeff to provide accurate information.

Quality & Safety:

Profanity Detection

Clean
0
Profanity Count
Low
Risk Level
✓
No Issues

No profanity or inappropriate language detected in this conversation. Content is safe and professional.

Agent Scorecard Evaluation:

Did the agent greet the client appropriately at the start of the call?

Agent opened with "Hello. May I please speak with Anthony?" demonstrating appropriate greeting protocol.

YES
Did the agent introduce themselves by name?

Agent clearly stated "My name is Jeff" during the introduction.

YES
Did the agent identify the company they represent (Education Experts)?

Agent stated "I'm calling on behalf of Education Experts" providing clear company identification.

YES
Did the agent verify the client's first name?

Agent verified "Your first name is Anthony" during information verification.

YES
Did the agent verify the client's last name?

Agent verified "your last name is Pella" as part of identity confirmation.

YES
Did the agent confirm they were speaking with the correct person before proceeding?

Agent asked "May I please speak with Anthony?" and confirmed "This is Anthony" before proceeding with the call.

YES
Did the agent mention that the call is on a quality monitored/recorded line?

Agent stated "I'm calling on behalf of Education Experts from a quality monitored line" during introduction.

YES
Did the agent state the purpose of the call clearly?

Agent explained "I see here that you recently filled a form on the internet indicating an interest in earning a degree" and "I only need a few moments of your time to match you with the most appropriate schools."

YES
Did the agent verify the client's age?

Agent asked "Are you at least 18 years of age?" and received confirmation that client is 29 years old.

YES
Did the agent verify the client's complete address?

Agent requested complete address verification including city, state, and zip code, and broke down verification into components (street number, street name) for accuracy.

YES
Did the agent verify the client's email address?

Agent asked "could you please verify your email address?" and received confirmation.

YES
Did the agent verify the client's date of birth?

Agent asked "what is your exact date of birth?" and repeated it back for confirmation: "So that would be, aa, October 15, 1980?"

YES
Did the agent verify the client's citizenship status?

Agent asked "are you a United States' citizen?" and received confirmation.

YES
Did the agent verify the client's identity (full name verification)?

Agent verified both first and last name: "Your first name is Anthony and your last name is Pella, is this correct?"

YES
Did the agent obtain consent (implied or explicit) before collecting personal information?

Consent was implied through client's active participation and affirmative responses throughout the call.

YES
Did the agent verify if the client has a high school diploma or GED?

Agent asked "do you currently have a high school diploma or a GED?" and later confirmed "do you have a diploma or a GED?" receiving confirmation of GED.

YES
Did the agent ask about the highest level of education completed?

Agent asked "what's the highest level of education that you have completed?" allowing client to provide detailed background.

YES
Did the agent ask about the year the GED/diploma was obtained?

Agent asked "what year did you obtain your GED if I may ask?" and received answer "1999."

YES
Did the agent identify the client's field of interest?

Agent acknowledged client's volunteered information: "you mentioned computer engineering, right?" and "Computer engineering, okay."

YES
Did the agent ask about the desired degree type?

Agent asked "what degree type are you looking to obtain? Is it Associate or {cross talk}?" and confirmed "it could be associate degree for the moment?"

YES
Did the agent ask about class type preference?

Agent asked "for your class type preference, would it be online, on campus or would it be self?" and followed up with alternative option if campus-based not available.

YES
Did the agent ask about interest in furthering education within a specific timeframe?

Agent asked "would you be interested in furthering your education in the next six months?" multiple times to confirm interest.

YES
Did the agent ask about military association/status?

Agent asked "are you associated with the United States' military?" and when client requested clarification, agent repeated the question clearly.

YES
Did the agent ask about preferred contact time?

Agent asked "what would be the best time for a school enrollment counselor to contact you? Is it in the morning, afternoon or evening?"

YES
Did the agent collect all required personal identifiers?

Agent collected name, age, address, email, date of birth, citizenship status, and educational background as required for enrollment process.

YES
Did the agent repeat back the client's name for verification?

Agent repeated "Your first name is Anthony and your last name is Pella, is this correct?" for confirmation.

YES
Did the agent break down the address into components for verification?

Agent verified address components separately: "Is the Street Number 1905?" and "And the street name is Bramblewood Drive?" before confirming full address.

YES
Did the agent repeat the complete address back to the client for confirmation?

Agent repeated full address: "So it's 1905 Bramblewood Drive, St. Cloud, Florida – 34769" and asked "Is that correct?" for final confirmation.

YES
Did the agent verify the email address format/clarification?

Client provided clarification "It's all one word" which agent acknowledged, though agent did not explicitly repeat this clarification back.

NO
Did the agent repeat the date of birth back to the client in a clear format?

Agent converted and repeated date: "So that would be, aa, October 15, 1980?" providing clear format confirmation.

YES
Did the agent correct themselves when making an error?

Agent made a correction: "you've mentioned that you're 21—I'm sorry, 29 years old" demonstrating error acknowledgment and correction.

YES
Did the agent maintain a professional and polite tone throughout the call?

Agent maintained professional tone using phrases like "thank you Anthony," "if I may ask," and "please verify" consistently throughout the conversation.

YES
Did the agent apologize when the client requested clarification?

When client asked "What was that?" agent responded "Oh, I'm sorry. Are you associated with the United States' military?" showing appropriate apology and repetition.

YES
Did the agent use appropriate language and avoid profanity?

No profanity detected in the conversation. Agent used professional and appropriate language throughout.

YES
Did the agent avoid interrupting the client unnecessarily?

Agent allowed client to provide detailed responses, including a lengthy explanation about plumbing background, without unnecessary interruption.

YES
Did the agent acknowledge the client's responses appropriately?

Agent frequently acknowledged responses with "Okay," "Thank you Anthony," and "Thank you so much for the verification" demonstrating active acknowledgment.

YES
Did the agent handle cross-talk or unclear responses appropriately?

Agent handled cross-talk notation "{cross talk}" in transcript appropriately and continued with the question about degree type.

YES
Did the agent acknowledge information volunteered by the client?

Agent acknowledged client's volunteered information: "you mentioned computer engineering, right?" showing active listening to volunteered details.

YES
Did the agent follow up on client-provided information appropriately?

Agent followed up on computer engineering interest by asking about degree type, demonstrating appropriate information follow-up.

YES
Did the agent avoid asking duplicate questions?

Agent asked "would you be interested in furthering your education in the next six months?" twice during the call, which was unnecessary repetition.

NO
Did the agent listen to the client's background story without rushing?

Agent allowed client to provide detailed background about dropping out in 11th grade, 13 years of plumbing experience, and career change motivation without rushing.

YES
Did the agent explain what would happen next?

Agent clearly explained: "school enrollment counselors will be contacting you in the near future" providing clear next steps.

YES
Did the agent mention the contact methods?

Agent specified contact methods: "either by phone or by email" providing clear communication channels.

YES
Did the agent mention what information would be provided?

Agent mentioned counselors "can answer any questions you may have regarding financial aid, tuition assistance… their program requirements and policies."

YES
Did the agent set appropriate expectations about the timeframe?

Agent set expectation: "school enrollment counselors will be contacting you in the near future" providing reasonable timeframe expectation.

YES
Did the agent thank the client for their time?

Agent thanked client: "I would just like to thank you for your time" demonstrating appreciation.

YES
Did the agent thank the client for choosing Education Experts?

Agent stated "once again, we thank you for choosing Education Experts" reinforcing brand appreciation.

YES
Did the agent provide an appropriate closing?

Agent provided appropriate closing: "Have a good day" followed by "Bye" demonstrating professional closure.

YES
Did the agent wait for the client to end the call or end it appropriately?

Agent ended call appropriately with "Bye" after client's "You too" response, allowing natural conversation closure.

YES
Did the agent avoid unnecessary repetition of questions?

Agent asked about interest in education within 6 months twice, which was unnecessary repetition, though the rest of the call flowed efficiently.

NO
Did the agent maintain a logical flow of information gathering?

Agent followed logical sequence: introduction → purpose → eligibility → verification → preferences → next steps, maintaining structured flow.

YES
Did the agent complete all required information collection?

Agent collected all required information: personal identifiers, contact details, educational background, preferences, and verification data as needed for enrollment.

YES
Did the agent manage call time appropriately without rushing or dragging?

Agent maintained appropriate pace, allowing detailed responses while keeping conversation focused and moving forward efficiently.

YES
Did the agent handle their own mistakes gracefully?

Agent corrected age mistake: "you've mentioned that you're 21—I'm sorry, 29 years old" demonstrating graceful error correction.

YES
Did the agent handle client clarification requests promptly?

When client asked "What was that?" agent immediately apologized and repeated the question clearly, handling clarification request promptly.

YES
Did the agent ensure accuracy after making corrections?

After correcting age from 21 to 29, agent continued with accurate information, ensuring correction was properly integrated into conversation.

YES

Main Topics:

Career Change

Anthony's desire to transition from plumbing to computer engineering.

90%
Personal Information

Collection of Anthony's contact details and educational background.

88%
Education

Discussion about Anthony's interest in pursuing a computer engineering degree.

85%

Emotion—Topic Correlation:

Career Change

Interest
90%
Optimism
78%
Uncertainty
45%

Education

Interest
85%
Optimism
72%
Cooperation
65%

Personal Information

Cooperation
88%
Trust
70%

Turn-Taking Patterns:

82
Total Turns
1
Interruptions
2
Clarification Requests
50/50
Turn Balance

Response Patterns

Immediate Responses 95%
Delayed Responses 5%

Speaker Distribution:

Jeff
41
Anthony
41

Question Types Analysis:

Verification Questions 15

Questions used to verify customer information and confirm details.

Information Gathering 8

Questions to collect new information from the customer.

Preference Questions 3

Questions to understand customer preferences and choices.

Communication Styles:

Jeff (Agent)

Professional, structured, verification-focused

Anthony (Customer)

Cooperative, direct, informative

Interaction Metrics:

High
Engagement
90%
Cooperation
80%
Rapport

Rapport Building

Rapport Score 80%
Key Moments:
Initial greeting Active listening Polite closure

Key Topics Frequency:

Education 12 mentions
Personal Information 8 mentions
Career 4 mentions

Key Keywords:

education computer engineering degree GED career enrollment financial aid plumbing associate

Compliance Overview:

95%
Information Completeness
✓
All Checks Passed
3/3
Verifications
✓
Data Protected

Compliance Checks:

Age Verification
Verified
Identity Verification
Verified
Citizenship Verification
Verified

Sensitive Information Handling:

Personal Identifiers
Handled
Contact Information
Handled
Educational History
Handled

Disclosure Statements:

Quality Monitoring

Call quality monitoring disclosure was provided to the customer.

Purpose of Call

The purpose of the call was clearly disclosed to the customer.

Data Protection:

Redaction Applied

Sensitive information has been redacted from the redacted transcription for privacy protection.

Redacted Fields:

Age Address Email Date of Birth
Data Collection Consent: Implied

Consent was implied through customer participation in the call.

Text

Mr. Mgwenya, before we continue, please note that our calls are recorded for quality and assurance purposes. Our records indicate that you have an outstanding balance of four thousand one hundred rands. Do you acknowledge this debt?

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Mnr. Solomons, voordat ons voortgaan, neem asseblief kennis dat ons oproepe vir gehalte- en sekerheidsdoeleindes opgeneem word. Ons rekords wys dat u 'n uitstaande balaans van vier duisend eenhonderd rand het. Erken u hierdie skuld?

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Mnu. Ngwenya, ngaphambi kokuba siqhubeke, sicela wazi ukuthi izingcingo zethu zirikhodiwe ukuze kuqinisekiswe ikhwalithi nokuphepha. Amarekhodi ethu abonisa ukuthi unesikweletu esisele esingamakhulu amane namashumi ayikhulu amaRandi. Uyasivuma lesi sikweletu?

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Monghali Mgwenya, pele re tsoela pele, ka kopo hlokomela hore mehala ea rona e rekotoa molemong oa boleng le netefatso. Litlaleho tsa rona li bontša hore u na le sekoloto se saletseng sa liranta tse likete tse nne le lekholo. Na u a amohela sekoloto see?

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Transcription

Jeff:

Hello. May I please…

Anthony Pella:

Hello.

Jeff:

…speak with Anthony? Hello?

Anthony Pella:

This is Anthony.

Jeff:

Hi Anthony. My name is Jeff and I'm calling on behalf of Education Experts from a quality monitored line.

Anthony Pella:

Okay.

Jeff:

And I see here that you recently filled a form on the internet indicating an interest in earning a degree.

Anthony Pella:

Yes.

Jeff:

Is that correct?

Anthony Pella:

Yes.

Jeff:

I only need a few moments of your time to match…

Anthony Pella:

Okay.

Jeff:

…you with the most appropriate schools. Are you at least 18 years of age?

Anthony Pella:

Aa, yeah, I am 29.

Jeff:

29, okay. And do you currently have a high school diploma or a GED?

Anthony Pella:

Yes, I do.

Jeff:

Okay, thank you Anthony. And if we can find a school for you that meets your needs, would you be interested in furthering your education in the next six months?

Anthony Pella:

Yeah, of course. And the course I'd like to take up would be computer engineering.

Jeff:

Computer engineering, okay. And Anthony, I only need…

Anthony Pella:

Yeah.

Jeff:

…a few moments of your time…

Anthony Pella:

Okay.

Jeff:

…to verify your information. Your first name is Anthony and your last name is Pella, is this correct?

Anthony Pella:

Yes.

Jeff:

Okay. Anthony, now if I may ask you, if we can find a school for you that meets your needs, would you be interested in furthering your education…

Anthony Pella:

Yes.

Jeff:

…in the next six months? Okay.

Anthony Pella:

Definitely.

Jeff:

Thank you, Anthony. Aa, could you please verify your complete address, including the city, state and the zip code?

Anthony Pella:

All right. It's 1905 Bramblewood Drive, St. Cloud, Florida – 34769.

Jeff:

Okay. Is the Street Number 1905?

Anthony Pella:

Yeah, 1905.

Jeff:

And the street name is Bramblewood Drive?

Anthony Pella:

Yeah.

Jeff:

Is that correct?

Anthony Pella:

Yeah, that's correct.

Jeff:

Okay. So it's 1905 Bramblewood Drive, St. Cloud, Florida – 34769.

Anthony Pella:

Yes.

Jeff:

Is that correct?

Anthony Pella:

Yeah.

Jeff:

Okay. And could you please verify your email address?

Anthony Pella:

It's, aa, pellaanthony@yahoo.com. It's all one word.

Jeff:

Thank you so much for the verification, Anthony.

Anthony Pella:

Yeah.

Jeff:

Now, aa, you mentioned computer engineering, right?

Anthony Pella:

Mm-hmm.

Jeff:

Okay. May I ask what degree type are you looking to obtain? Is it Associate or {cross talk}?

Anthony Pella:

Whatever I need to do. So if… if I get in the first door, I do Associates, probably move my way up the ladder, you know?

Jeff:

Okay. So…

Anthony Pella:

Get my first one and then keep on going.

Jeff:

Okay. So, aa, it could be associate degree for the moment?

Anthony Pella:

Yep.

Jeff:

Okay. Okay, Anthony, you've mentioned that you're 21—I'm sorry, 29 years old.

Anthony Pella:

Mm-hmm.

Jeff:

Now, if I may ask, well, what's the highest level of education that you have completed?

Anthony Pella:

I dropped out when I was in the 11th grade and I started doing plumbing. I've actually been doing plumbing for 13 years. I'm a registered apprentice. I actually only have to take the test to become a, aa, journeyman's… journeyman to open my own company and I'm not too fond of plumbing, you know what I'm saying? I need to—I want to do something else besides plumbing for the rest of my life.

Jeff:

Okay. And do you have a diploma or a GED?

Anthony Pella:

I have a GED.

Jeff:

GED, okay. And what year did you obtain your GED if I may ask?

Anthony Pella:

Um, 1999.

Jeff:

1999. Okay. And for your class type preference, would it be online, on campus or would it be self?

Anthony Pella:

No, probably it would be campus. Probably it would be campus.

Jeff:

Campus, okay. And just in case we will not be able to find a campus-based school, would you be okay with an online school?

Anthony Pella:

Yeah.

Jeff:

Okay. And are you a United States' citizen?

Anthony Pella:

Yes, I am.

Jeff:

Thank you. And are you associated with the United States' military?

Anthony Pella:

What was that?

Jeff:

Oh, I'm sorry. Are you associated with the United States' military?

Anthony Pella:

No, I'm not.

Jeff:

Okay. And what would be the best time for a school enrollment counselor to contact you? Is it in the morning, afternoon or evening?

Anthony Pella:

Um, pretty much any time of the day.

Jeff:

Okay. And what is your exact date of birth?

Anthony Pella:

10-15-1980.

Jeff:

So that would be, aa, October 15, 1980?

Anthony Pella:

That's correct.

Jeff:

Okay. Okay, Anthony, if we can find a school for you that meets your needs, school enrollment counselors will be contacting you in the near future…

Anthony Pella:

Okay.

Jeff:

…either by phone or by email, and they can answer any questions you may have regarding financial aid, tuition assistance…,

Anthony Pella:

Okay.

Jeff:

…their program requirements and policies.

Anthony Pella:

Mm-hmm.

Jeff:

And so with that, I would just like to thank you for your time.

Anthony Pella:

Okay.

Jeff:

And once again, we thank you for choosing Education Experts.

Anthony Pella:

And thank you.

Jeff:

You… you are welcome.

Anthony Pella:

All right.

Jeff:

Have a good day.

Anthony Pella:

You too.

Jeff:

Bye.

Anthony Pella:

Bye-bye.

Interview Audio

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Transcription

Female Speaker:

So Jude, what I would like for you to do is to see if you can give an introduction to my viewers as to how you got started, who you are, and how you got started in the business?

Male Speaker:

Well, the way we got started in this business was… I was in the car business for seven years and dealt with credit every day. A lot of people would come in the door, 60% or more that couldn't buy a car.

Female Speaker:

Mmm-hmm.

Male Speaker:

If they could, they were paying an excess of 20% interest…

Female Speaker:

Wow.

Male Speaker:

…which raising their interest rate would almost make their payment where they couldn't make it. It makes it almost unreachable for them. They want to try to make it because they needed the car, but that amount was out of their budget.

Female Speaker:

Yeah.

Male Speaker:

So, doing consulting work in Huntsville, Alabama, I was doing consulting work for a car dealership that did over 300 used cars a month in my… Now, that may not seem a lot to people who aren't in the car business, but that's a very very huge number.

Female Speaker:

Yeah.

Male Speaker:

And they were selling at almost 80 to 90 a month, but that 300 just from credit repair. So, I learnt about it in Huntsville, Alabama, brought down to Texas almost eight years ago. We have been a very very strong company since then.

Female Speaker:

Okay. Okay. So, we're just going to go straight into the interview and questions. And right now, we all see what's going on in the economy, and I just wanted you… We'll just give the listeners some reasons why it's very important for them to get a credit fixed in this economy that we are facing.

Male Speaker:

Well, more and more every day, credit score has everything to do with just everyday life.

Female Speaker:

Yeah.

Male Speaker:

Buying a home, buying a car, buying braces for your children…

Female Speaker:

Hmmm.

Male Speaker:

Interest. A banker told me this one time. He told me interest was like cancer. It would finally eat you alive which is a real story, and your credit score has everything to do with being able to buy…

Female Speaker:

Yeah.

Male Speaker:

…plus every term has everything to do with interest rate.

Female Speaker:

Mmm-hmm.

Male Speaker:

Credit card companies almost made 40 more percent on their money last year on late fees alone.

Female Speaker:

Wow.

Male Speaker:

Plus the interest rate that they charged, it almost makes the economy and the way that things are run nowadays, it almost makes it impossible without good credit score to be able to survive unless you're just going to pay cash.

Female Speaker:

Yeah.

Male Speaker:

And some people have paid cash for years, but at this point in time, they just want to get back on their feet to become a part of the society and be able to buy what they need to buy.

Female Speaker:

Yeah. I mean, especially with what's going on right now where banks are just tightening up on credit, even those with the best credit scores find it very difficult, talk less of those who don't even have credit or even have great credit yet.

Legal Deposition Audio

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Transcription

Medical Dictation Audio

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Transcription

The patient is a 49-year-old white female, established patient of Dermatology, last seen in office on 08/10/2004. She comes in today for reevaluation of her acne, plus she has had what she calls a rash for the past two months now on her chest, stomach, neck, and back. On examination, there is flaring of her acne with small folliculitis lesions. The patient has been taking amoxicillin 500 mg b.i.d. and using Tazorac cream 0.1. Her face is doing well, but she has been out of her medication now for three days also. She has been getting photo facials at Healing Waters. I was wondering about what we could offer as far as cosmetic procedures and skin care products, etcetera. The patient is married. She is a secretary.

FAMILY, SOCIAL, AND ALLERGY HISTORY:

She has hay fever, eczema, sinus, and hives. She has no melanoma or skin cancers or psoriasis. Her mother had oral cancer. The patient is a nonsmoker. No blood tests. She had some sunburn in the past. She is on benzoyl peroxide and Daypro.

CURRENT MEDICATIONS:

Lexapro, Effexor, Ditropan, aspirin, and vitamins.

PHYSICAL EXAMINATION:

The patient is well developed and appears stated age. Overall health is good. She has a couple of acne lesions, one on her face and neck, but there are a lot of small folliculitis-like lesions on her abdomen, chest, and back.

IMPRESSION:

Acne with folliculitis.

TREATMENT:

  1. Discussed condition and treatment with the patient.
  2. Continue amoxicillin 500 mg two at bedtime.
  3. Add Septra DS every morning with extra water.
  4. Continue Tazorac cream 0.1. It is okay to use on back and chest also.
  5. Referred to ABC Clinic for anesthetic consult. Return in two months for a followup evaluation of her acne.