Initial Greeting:
Agent:
“Good (morning/afternoon/evening), this is [John] calling from Zealver. I see you reached out to our customer support. How may I assist you today?”
Member’s Issue:
Member:
“I had done my blood test and FRA, but I haven’t received the reports yet.”
Step 1: Verify the Details of the Member/Employee:
Agent:
“Okay, may I know when the blood test and FRA were done?”
[Wait for member’s response]
If the test was done today:
Member:
“I had done my blood test and FRA today.”
Agent:
“Okay, just to confirm, your blood test and FRA were done today, is that correct?”
Member:
“Yes.”
Step 2: Inform about the 24-48 Hour Timeline (If Blood Test and FRA Was Done Today):
Agent:
“Thank you for confirming. Please note that it typically takes 24 to 48 hours for the reports to be uploaded to the portal. Since the test was done today, you should be able to access the reports within that time frame.”
If the blood test and FRA were done 24-48 hours ago:
Agent:
“Okay, may I know when the blood test and FRA were completed?”
[Wait for member’s response]
Member:
“I had my blood test and FRA done on [date].”
Agent:
“Thank you for confirming. Let me check the portal to see if your reports have been uploaded.”
Step 3: Check Reports in the System:
If Reports Have Been Uploaded:
Agent:
“Okay, as I can see in the portal, your blood test and FRA reports have already been uploaded.”
Member:
“Which portal?”
Agent:
“Please visit members.zealver.life on your desktop or tablet. Once you’re on the website, enter your login credentials. After logging in, you can click on the ‘Medical Reports’ tab, and you’ll be able to view all of your reports there.”
If the Member Can’t Login or Doesn’t Have Credentials:
Member:
“I can’t log in or I don’t have my login credentials.”
Agent:
“Not to worry, Ma’am/Sir. What I can do is send you an email with the portal link and your login credentials. Can you please confirm the email address where I should send this information?”
[Confirm Email ID]
Agent:
“Once you receive the email, you can use the credentials provided to log in and access your reports.”
Step 4: If Reports Are Not Uploaded in the Portal:
Agent:
“Thank you for confirming the date of your blood test and FRA. Upon checking, I can see that your reports have not been uploaded to the portal yet.”
Agent:
“Let me reach out to our operations team to get an update on this. I’ll follow up with you once the reports are available or, if you prefer, we can send them directly to your registered email address.”
[Confirm Email ID]
Member:
“Okay, please send the reports to my email.”
Agent:
“Absolutely, Ma’am/Sir. I’ll ensure the reports are sent to your email as soon as they’re available.”
Final Closing:
Agent:
“Is there anything else I can assist you with today, Ma’am/Sir?”
Member:
“No, that’s all. Thank you.”
Agent:
“You’re welcome! Have a great day ahead!”