Agent:
“Good (morning/afternoon/evening), this is [John] calling from Zealver. I see you recently reached out to our customer support. How may I assist you today?”
Member:
“I received a call/notification regarding a pending blood test and FRA. Could you help me with that?”
Agent:
“Okay, Ma’am/Sir, I understand you’ve received a notification from our end. Just to confirm, are you referring to the pending blood test and FRA?”
Member:
“Yes!”
Agent:
“Thank you for confirming! There are pending blood tests and a FRA as part of your plan. Would you like me to assist you in scheduling these for you?”
Member:
“Yes! How can I book the blood test and FRA?”
Agent:
“You don’t need to do anything, Ma’am/Sir. We can schedule both the blood test and FRA for you right now, over the call.”
Member:
“Okay!”
Agent:
“Your plan includes the following blood tests:
- CBC (Complete Blood Count)
- SGOT, SGPT (Liver function tests)
- HbA1c (Average sugar levels over the last 3 months)
- TSH (Thyroid function)
- Calcium levels
- Total cholesterol (Heart health)
If you’d like additional tests beyond these, they may be chargeable and would fall under our Health Concierge services.
For the blood test, a phlebotomist will visit your location to collect the sample. Please note, a 10-hour fasting period is required before the sample is taken. Once the sample is collected, your report will be uploaded to the EHR portal, and you’ll receive an email notification when it’s ready. Additionally, a consultation will be arranged based on the results.
For the FRA (Fall Risk Assessment), a physiotherapist will assess your health and living environment for fall risks. After the assessment, the report will also be uploaded to the EHR portal, and a consultation will be scheduled based on the findings.”
Member:
“Okay! Can you schedule both visits for tomorrow?”
Agent:
“Unfortunately, Ma’am/Sir, we need 48 hours to check the availability with vendors in your area. However, I can schedule both visits for you after that. Would you like to select a date and time after 48 hours?”
Member:
“Yes, can you book the tests for (date and time)?”
Agent:
“Great! Just to confirm, could you please provide me with your preferred time for the blood test and FRA?”
Member:
“I want the blood test at (time) and FRA at (time).”
Agent:
“Thank you! Let me also confirm your details:
- Address: (Confirm address as per Medixcel)
- Email ID: (Confirm email)
- Point of Contact: (Confirm phone number)
Is everything correct?”
Member:
“Yes!”
Agent:
“Perfect! I’ve scheduled your blood test for (date) at (time) and your FRA for (date) at (time).
Is there anything else I can assist you with, Ma’am/Sir?”
Member:
“No!”
Agent:
“Thank you for contacting Zealver, Ma’am/Sir. Have a wonderful day!”