Live call handled by a MAP virtual receptionist for one of our medical clients:
Transcript of this live call between a patient and our medical answering service agent:
Agent: Thank you for calling London Bridge Family Medicine. Skyla speaking. May I help you?
Caller: Hi, my name is Angela McCormick. I need to call in a prescription refill.
Agent: Okay, Angela. Are you one of our patients?
Caller: Yes, I am.
Agent: And who is your doctor?
Caller: Dr. Thomas.
Agent: Okay, you need to have your pharmacy fax a request. Do you have a pen to write the fax number down?
Caller: I’m really sorry. I’m out at the moment and can’t really write anything down. Would it be too much trouble to take my information?
Agent: I’d be happy to send a message to the office for a return call, Angela. May I have your callback number please?
Caller: Yes, my cell phone number is 415-885-6002.
Agent: Okay, Angela. Do you have an alternate number?
Caller: No, just my cell.
Agent: And when is the best time for a return call?
Caller: Anytime is good.
Agent: May I have your date of birth please?
Caller: Yes, it’s April 6, 1967.
Agent: Thank you. Do you happen to have the prescription number?
Caller: Sure, just let me get my inhaler from my purse. Alright, it’s 1254229005548.
Agent: And the name of the pharmacy, please?
Caller: Oh, it’s the Walgreens on Market Street, near Mission. I have the phone number if you need it.
Agent: Oh, yes please.
Caller: Okay, it’s 415-861-4010.
Agent: Thank you. Now, what medication are you calling in today?
Caller: It’s Asmanex 120 dose.
Agent: And just to confirm, that’s A-S-M-A-N-E-X?
Agent: Alright, Angela. Let me confirm your information. Your callback number is 415-885-6002. And the spelling of your last name is M-C-C-O-R-M-I-C-K?
Caller: It’s actually spelled M-A-C-K.
Agent: Oh, sorry about that. The office will return your call as soon as they are available. Is there anything else I can do for you today?
Caller: No, thank you.
Agent: Well, have a great day Angela and goodbye.
Caller: You as well. Goodbye.