Transcript
Phone Caller #1 (00:00) thank you for calling advantagecare physicians. Are you calling as a health care provider… to continue in English? Press one. For Spanish, press two for Cantonese, press three. For Mandarin press four.
Phone Caller #1 (00:21) If this is a medical emergency, please hang up and dial nine one one or go to your closest emergency room for self service options including scheduling, referral, prescription refill requests, or to leave a message for your care team. Please visit my acpny, patient portal. This call may be monitored or recorded for quality and training purposes. Snow events earlier this year may have impacted some appointments. Please ask one of our patient care advocates about our special spring weekend hours in April and may please listen carefully as our menu options have changed in a few words. Please tell me why you are calling today. You can say things like new patient schedule, lab, work, change an appointment. Sorry, I didn’t get that. You can say things like new patient schedule, lab work change, an appointment, returning a call refill, a prescription referral, speak to a doctor, medical records billing?
Alex Lawrence (01:23) Medical records?
Phone Caller #1 (01:27) Please hold while I transfer you to medical records. That number is eight, six, six, three nine, zero, seven, four, zero four.
Phone Caller #1 (01:43) Thank you for calling verisma. We record our calls for quality. Hi… I’m Claire, are you calling about the status of a request or something else?
Alex Lawrence (01:55) Something else?
Phone Caller #1 (02:02) Thanks for letting me know. Can you please tell me a bit more about what you need help with today? Are you looking to speak with someone or is there something specific I can assist you with?
Alex Lawrence (02:12) Speak with someone?
Phone Caller #1 (02:17) I get that you’d rather talk to someone. Would you like me to check the status of your request now? So you don’t have to wait.
Alex Lawrence (02:25) No.
Phone Caller #1 (02:29) One moment while I transfer you to someone who can assist you further. Thank you for calling verisma para continuar en español, o prima nueve. Please remain on the line and your call will be answered by the next available agent. Your call may be monitored or recorded for quality and training purposes. If you’d like we can hold your place in line and call you back when the next agent is available to make use of this convenient feature, please press one.
Phone Caller #1 (03:38) Hi, thank you for calling verisma. This is jobs. How can I assist?
Alex Lawrence (03:43) Hi, I was trying to get a hold of advantagecare physicians. I don’t know what verisma is.
Phone Caller #1 (03:53) Oh, I… see. May I just confirm, are you? Or the purpose of this call is regarding requesting records or follow up on a record request?
Alex Lawrence (03:56) Is this?
Alex Lawrence (04:04) I was trying to confirm an address. I wanted to send a gift to somebody in the executive team and I’ve kind of been pinballed around if you will, but I saw that they might be on like the eighth floor. And so I’m just trying to see before I send this thing over if I could confirm an address.
Phone Caller #1 (04:29) Okay. Thank you so much for explaining that. That’s kind of you. It’s just that verisma is a third party processing only release of records, but we are affiliated with advantagecare providing like a third service or I mean, third party service only. So I also do not have option to connect or transfer the call. I would suggest if this is the number that you have with them, try to redial, choose any other available option at least just for you to be able to speak with a staff who works directly at the office. Okay?
Alex Lawrence (04:59) Okay. Perfect. Appreciate you. Thank you.
Phone Caller #1 (05:04) Sorry about this. Thank you for calling verisma. Have a great day and bye for now. Thank you.
Alex Lawrence (05:07) No worries. You too.