Call Information
07570043700
6m 17s
Aug 1, 2025, 3:09 PM
VW Bath VW UK
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Original Call Recording
uploads/c342f5bf-5826-43fc-843b-847b39e7de5c.mp3
Call Type Classification
The call focused on identifying a specific part-related detail (gearbox code and fluid capacity) rather than sales or general service inquiries, indicating it was a parts-related support call.
Short Summary
The customer called to inquire about the gearbox code and fluid capacity for their van, and the agent attempted to assist by checking available information but had limited access to commercial vehicle details.
Concerns
The agent lacked access to detailed commercial vehicle information, which limited the ability to fully answer the customer's query. There was some minor repetition and hesitation in communication, which could affect clarity. The customer was left without a definitive fluid capacity figure, which might require follow-up or additional resources.
Detailed Summary
The customer contacted Bath Volkswagen to find out the gearbox code and the amount of fluid needed for their van's gearbox. The agent transferred the call to the parts team, who tried to identify the gearbox code using the registration number. Although the agent was able to provide the gearbox code (MHZed), they could not confirm the exact fluid capacity or detailed specifications due to limited access to commercial vehicle data. The call ended positively with the customer expressing satisfaction with the information provided.
Key Information
Call Performance Scores
Professional behavior and approach
Understanding and care shown
Customer satisfaction during call
Customer cooperation levelRaw: 20/100 → Display: 81/100
Overall service satisfaction
Performance Overview:
Customer Difficulty scores are inverted for clarity:high display scores = cooperative customer
Call Transcript
press 5. For anything else, please hold.
Your call is important to us. Please continue to hold, and an agent will be with you shortly shortly.
Hello. You've reached Amy at Mone Motors. How can I direct your call?
Oh, hi there. I'm just wondering if you might be able to help me. I'm trying to
change the oil in my gearbox. So I don't know what the gearbox code is,
so I'm unsure of how much fluid to put in it. So if I give you my VIN number, is there any chance you might be able to help?
Let me try somebody in our parts team. Which dealership is it for? Sorry. If this comes through to group body shop?
This is for oh, sorry. This is to go through to Bath, if possible.
Bath. Was it Bath, sorry, or Bath Volkswagen?
Volkswagen.
Bath Volkswagen. Perfect. Bear with me one moment.
Brilliant. Thank you.
Good afternoon. Bathshort, Dragon parts.
Oh, hi there. I'm just wondering if you can help me out to try and figure out what my gearbox code is in my van.
I will have a look, but I'm a passenger car only dealer, so I can't always get commercial vehicle information.
But if I take the reg, I'll have a look.
No. So I've got the reg and VIN number here, whichever you prefer.
Yeah. If I could take the reg, please. Yep. It is
SG61
Is that Foxtrot Golf?
Yes.
61UOF.
Uniform Oscar Foxtrot?
Correct.
Caddy?
Yeah.
I know it's either h o a or HO4,
but I can't have to see it printed on the box anyway. I've got your gearbox code. It's MikeHotelZulu
MHZed.
You've got it as a what, sir?
MHZed,
Mike Hotel Zulu, the gearbox code. MHZed.
Do you know if that's common at all for this age? I assume that's what came up.
Honestly, I'd be honest with you. I very rarely have to look up things with engine codes anymore.
And that's the systems all look up to specific vehicle chassis. So I just a put chassis number and all the reg number and everything. It pulls up the details for that vehicle.
Yep. So, honestly, that could be the most common gearbox in the world for all I know or the least common gearbox in the world for all I know.
There's nothing on your database except how much oil should be going to it, is there?
That that comes well and stuff like that. They're normally, averagely, about, like, 1.8
liters. I I honestly don't know. It doesn't tell me.
That's right. I know there's a difference in 1.7
to what 2.1
between the two gearbox types. I just don't know which one is it.
Yeah.
Sorry. No. Again, I don't get any of that information.
We when they when the technicians repair things, they use it or when they got a workshop manual, which Volkswagen,
basically, set of instructions, but I don't have access to that for commercial vehicles.
So I wouldn't be able to look it up for you.
But, normally, averagely, a
a manual gearbox on the on our side would be 1.8
liters.
Alright. We're good. Well, that's that's good for me. That's all I've got. So I'll put it on there.
That's all. Alright. Well, thank you very much for your help.
That's alright. No problem.
Have a good one. Cheers.
And you too. Bye. Bye bye.