The call was answered after the 3rd ring. The agent answered with the name of the community but she did not state her name. I said I was calling to check on availability of their apartments. She asked me what size apartment I needed. I told her I need either a one or two depending size and price. I asked for her name and she said, “Randy”. She immediately transferred me to Alex as she explained. He picked up and said, “thanks for holding, this is Alex, can I help you?” I told him I was calling to check on availability of their apartments.

Telephone narrative: The call was answered after the 3rd ring. The agent answered with the name of the community but she did not state her name. I said I was calling to check on availability of their apartments. She asked me what size apartment I needed. I told her I need either a one or two depending size and price. I asked for her name and she said, “Randy”. She immediately transferred me to Alex as she explained. He picked up and said, “thanks for holding, can I help you?” I told him I was calling to check on availability of their apartments. We decided on a two bedroom and he asked me my move-in date. I told him November. He looked through his availability. He told me he had a two-bedroom at Wakefield and he gave me the price. He then offered me another two-bedroom at Smallwood Gardens and he gave me the price. I paused to wait for him to ask me if that fit my budget but he did not. He said (in a very laid-back manner), “they were offering rental specials”. I said great and waited for him to tell me what they were but he did not so I didn’t feel a sense of urgency. I asked if Wakefield was a townhome as I perused the website. He said they were standard apartments and described the floor levels. I asked if they had any renovations and he said there are renovations to come but he did not elaborate on that statement. I waited for him to lead the conversation yet he did not so I asked what the next step would be. He said I could apply in two ways: Visit the website and he gave me the address or I could stop by and pick up a physical application. I asked if there were any models to see and he said they did not but I could see the virtual tours on their website.

Alex asked for my name but no other contact information such as phone number or email address. He seemed to be writing that down. He asked if I had any other questions and he used my name in conversation. He re-introduced himself. He did inform me that they were not doing onsite tours and they only had virtual videos to show me off their website. I asked where I found the virtual tours and Alex told me specifically where to find them. I navigated as he gave me instructions. He was patient as he waited me for me to find the 3D virtual tours. I finally found the small 3D icon at the bottom of the page. I clarified what the 2x1 meant. I asked about the color of the countertops and cabinets. He explained what comes standard but he did not seize the opportunity to ask me questions to identify what I specifically wanted. After he answered my questions, he told me to call back if I had any other further questions. He never mentioned he would follow-up with me. The call ended.

Alex did not offer a LIVE virtual tour but he did walk me through how to find the virtual tour video. He made no attempt to close me.

Alex did not ask for my email address or my phone number.