The recorded voice first asks which of 4 options you want, something along the lines of ......service contracts, billing, towing, etc., and then says "If you're calling about something else, say "I'm calling about something else".
After you say "I'm calling about something else", the recorded voice says "In order to route your call, I need one of the following numbers... phone number, reference number or vehicle identification number. Say "vehicle identification number", the recorded voice will ask for the last 8 numbers of the VIN. Then you just key the last 8 of the VIN onto your phone keypad, and she'll say that she's routing your call, and that the call may be monitored, etc.