Your client/prospect/deadfile person probably forgot the other agent dropped the ball unless they really pi$$ed them off. Don't even bring it up. "Just calling to introduce myself . . . and see if you have any questions about your coverage . . ." Let THEM tell you what their concerns are. Don't volunteer a damn thing. Don't assume anything. 98% of the time it is a bigger problem for you than it is them. If they were put off they will tell you. If they even answer the phone. By all means do NOT remind them of a potential bad experience. Let THEM bring it up, not you. I use the "close your file" quite often, except in an email, not a phone. You would be surprised how effective it is. No one wants to be fired. Except the jerks. And who wants them any way?