APO: Dispatch

APO: Dispatch

Once all attempts to locate an available Service Provider have been exhausted with no success, a Dispatch agent will offer the Alternate Provider Option to the customer.
  1. Reach out to the customer to advise of the Alternate Provider Option and provide verbal instructions using the APO Script.
    1. If customer does not answer, leave a voicemail advising of the decision and to contact Customer Service for any questions.
  2. Email the APO instructions to the customer.
  3. Reassign the Service Request to Alternate Provider Option.
  4. Enter "Relayed APO Instructions" in the Comments.
If the agent was able to locate an in-network provider that is willing to accept the job they will move forward with reassigning the job to them. 

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