{"id":"risk-dsr-phone-script","audience":"compliance","category":"legal-compliance","track":"legal","technique":"tone","level":"beginner","title":"Script a support call about a personal-information request","free":false,"task":"A customer has called to ask for all the data the company holds on them and then to have it deleted. Write a prompt for a spoken script for the support agent, plain text, under 100 words. Start with the line \"Thank you for contacting us about your personal information.\" Cover the identity check and the 5 business day acknowledgment from the procedure. Do not promise what will be provided or deleted, and don't mention any law.","materialLabel":"Your material (attached to your prompt automatically)","material":"INTERNAL PROCEDURE PRV-07 v3 (extract)\n- Agent logs the request on the day it arrives.\n- Agent verifies the requester using two details already on file (for example postcode and date of birth).\n- Agent sends an acknowledgment within 5 business days.\n- The privacy lead decides what is provided or deleted after review, and sends the response within 30 days of receipt.\n\nCALL NOTE\nCaller: Mrs. Greta Lindqvist. Wants \"everything you have on me, and then delete it all\". She sounded impatient and said a friend told her it must be done in a week.","rules":[{"type":"plainText"},{"type":"maxWords","max":100}],"promptHints":[{"label":"Opening line","patterns":["thank you for contacting us","first line","exactly"]},{"label":"Two details","patterns":["two details","identity"]},{"label":"5 business days","patterns":["5 business days","acknowledg"]},{"label":"No promises","patterns":["do not promise","don't promise","no promise"]},{"label":"No law","patterns":["law","legal"]}],"mistakes":[{"title":"Promising everything","why":"AI says 'we will send you everything and delete it'.","fix":"Say: \"Do not promise what will be provided or deleted; the privacy team reviews.\"","checks":["r0"]},{"title":"Citing a legal deadline","why":"AI mentions a legal right or a deadline the friend claimed.","fix":"Say: \"Do not mention any law or agree to a one-week timeline.\"","checks":["r1"]},{"title":"Missing steps","why":"AI forgets the identity check or the 5 business days.","fix":"Say: \"Cover the two-detail identity check and the 5 business day acknowledgment.\"","checks":["r2"]},{"title":"Getting markdown back","why":"AI adds bold, headings and bullets by default, which show up as stray symbols when pasted.","fix":"Say \"plain text, no bold, no headings, no asterisks\".","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting and usually runs long, so a vague \"keep it short\" lands over the limit.","fix":"Cap each part instead of the total, for example \"each line under 15 words\".","checks":["maxWords"]}],"hint":"Quote the opening line and say what the agent must not promise.","mission":"Give the agent a calm script with no promises.","musts":["Exact opening line","Verification and 5 days","No promises or law"],"rubricLabels":["The script starts with the line \"Thank you for contacting us about your personal information.\"","It says the agent will check identity with two details already on file, and that an acknowledgment will be sent within 5 business days","It does not promise that all data will be provided or deleted, does not agree to the one-week claim, and mentions no law or legal right"]}