{"id":"acct-collections-call-undisputed","audience":"accounting","category":"finance-work","track":"finance","technique":"context","level":"beginner","title":"Write a collections call script that separates the disputed amount","free":false,"task":"You're calling a customer about an overdue invoice, part of which is under dispute. Write a prompt for a three-line phone script labeled \"Open:\", \"Ask:\" and \"Close:\", plain text, under 80 words in total. Ask only for the undisputed amount, say the disputed amount is being reviewed, and ask for a payment date. No threats and no mention of collections agencies.","materialLabel":"Invoice and dispute record (attached to your prompt automatically)","material":"Customer: Delmar Auto Repair - contact Tony Delmar\nInvoice INV-2189, dated Jul 15, 2026, net 30, total $2,300.00. Now 78 days past due as of Oct 31.\n\nDispute log: On Oct 3, Tony told AR that a $300.00 replacement part on the invoice arrived damaged and he wants a credit. Sales ops confirmed on Oct 6 that the part was reported damaged. The credit memo has not been issued yet; the amount is under review by the sales manager.\n\nPayment options: ACH details on the invoice, or pay online through the payment link in the invoice email.\n\nCaller: Rosa from Accounts Receivable. History: two voicemails in September, no callback until the Oct 3 call.\nNote: customer has been a client for six years.","rules":[{"type":"plainText"},{"type":"maxWords","max":80}],"promptHints":[{"label":"Names the labels","patterns":["open:","ask:","close:"]},{"label":"Splits disputed amount","patterns":["2,000","undisputed","300"]},{"label":"Avoids promising credit","patterns":["(don'?t|do not).*promise","under review","being reviewed"]},{"label":"Bans threats","patterns":["no threats","collections"]},{"label":"Caps length","patterns":["\\d+\\s*words","plain"]}],"mistakes":[{"title":"Asking for the full amount","why":"The AI asks for $2,300 and ignores the dispute.","fix":"Say: \"Ask only for the undisputed $2,000.\"","checks":["r1"]},{"title":"Promising the credit","why":"The AI says the $300 credit is coming.","fix":"Add: \"Say it is being reviewed. Don't promise the credit.\"","checks":["r2"]},{"title":"Missing names","why":"The AI opens with 'Hello, this is the AR department'.","fix":"Add: \"Rosa from Accounts Receivable calling Tony Delmar.\"","checks":["r0"]},{"title":"Markdown extras","why":"The AI adds bold labels, headings and a closing note.","fix":"Say: \"Plain text, no bold. Output only the lines asked for.\"","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting and runs past word limits.","fix":"Ask for fewer words than the real cap and keep each line short.","checks":["maxWords"]}],"hint":"A partly disputed invoice needs a split ask. Give the undisputed amount and ban promises.","rubricLabels":["Has three lines labeled Open:, Ask:, Close: with Rosa from Accounts Receivable and Tony Delmar named in the Open line","Ask line asks for the undisputed $2,000.00 (invoice INV-2189, $2,300.00 less the disputed $300.00) and a payment date, and says the $300 part is being reviewed","No line threatens, mentions collections or promises that the $300 credit will be issued"]}