Dental Insurance: Ms. Aliza Needs A Filling And Is Asking For A Dental Specialist

Ms. Aliza says:

Hey, Adrian 2 of my teeth need to be filled. My zip code is 33027. Could you help me to find a dentist?

Note:

1. I will also proactively help the member with their needs.

2. I will check to ensure her policy does cover fillings so she is 100% aware of what to expect.

3. I will provide multiple options for her to gather the dentist’s information.

Movie Tickets: Susie & Jim, A Young Couple Show Up To The Movie Theater At 8:22 PM. The Movie Start Time Was 7:30 PM

Susie says:

Hey, Adrian so my husband (Jim) was driving to the theater and we realized on our way that we forgot the movie tickets at home. So we had to drive all the way home and by the time we got to the theater, the movie was 1 hour into playtime. We asked the theater for a different showtime but they told us to call you for assistance.

The company policy states:

1. No refunds after 30 minutes past the showtime.

2. Money may be credited to the account for another show time if the customer calls up to 30 minutes into the showtime. This credit may then apply to future movie tickets.

Ecommerce: Mohammad Needs Help To Use His Gift Card On The Website

Mohammad says:

Good afternoon sir. My best friend gave me a $25 gift card for my birthday. I have never used a card like this before. Can you show me how to redeem this on your website, please?

Things to note:

1. I will walk the member through the process of adding the card to the website.

2. I will explain how to use the card on future purchases.

3. Mohammad’s Birthday was 2 days ago

Dental Insurance: Michael Is Calling On Behalf Of His Wife Elizabeth To Find Out The Preventive And Basic Benefits

Michael says:

Hey Adrian. My name is Michael, I am the Power of Attorney on Elizabeth’s account and she is sitting next to me. So right now my wife would like to go for her annual cleaning and exam. I found a dentist on the website who accepts the insurance so I want to know how much you would cover.

Things to note:

1. Michael’s name is in fact on record as the power of attorney which means I can go right ahead to share the information.

2. There are different types of exams. I will share info on each type.

Movie Tickets: The Benjamin’s Family Cannot Make It To The Movie at 7 PM However They Already Bought Tickets

Mrs. Benjamin says:

Hi, Adrian myself, my husband, and our kids won’t be able to make it to “The Lion King” movie. A truck turned over on the freeway and there is an oil spill so all vehicles have to divert to a smaller road. And it would take hours to go to the movie and we would miss it. I don’t want us to lose the $70 we spent on tickets though. Is there anything you could do to help?

The company has the following policies:

1. Exchanges can be made before showtime. The Benjamin’s family is calling at 6:07 PM, so they are eligible for this option. A credit would be applied to their account for a future purchase.

2. Refunds can be made 30 minutes or more before showtime. They are also eligible for this option.

Ecommerce: Martha Needs Information On Where To Send A Money Order For A Vacuum Cleaner

Martha says:

Hi, Adrian, I would like to purchase a Swivel Vacuum Cleaner. I don’t have access to the internet or all that new-age technology. And I prefer the good old mail. Could you share the cost of a brand new Swivel Vacuum Cleaner and how I can send in a money order?

Dental Insurance: Ms. Aliza Needs A Filling And Is Asking For A Dental Specialist

Ms. Aliza says:

Hey, Adrian 2 of my teeth need to be filled. My zip code is 33027. Could you help me to find a dentist?

Note:

1. I will also proactively help the member with their needs.

2. I will check to ensure her policy does cover fillings so she is 100% aware of what to expect.

3. I will provide multiple options for her to gather the dentist’s information.

Ecommerce: Jimmy’s Package Has Not Arrived But The Tracking Shows “Delivered” (Less than 24 hours)

Jimmy says:

Hey Adrian. I’m calling today to report my package missing. The post office tracking number says “delivered” yesterday but I do not see my package anywhere. I was at home all day as well as I am retired so if the delivery driver showed up, I would have heard him. What can you do to help?

The Ecommerce company has a policy in this situation that states:

1. Offer a replacement only after 48 hours has passed and an investigation has been done.

2. You may offer a follow-up call

Movie Tickets: Susie & Jim, A Young Couple Show Up To The Movie Theater At 8:22 PM. The Movie Start Time Was 7:30 PM

Susie says:

Hey, Adrian so my husband (Jim) was driving to the theater and we realized on our way that we forgot the movie tickets at home. So we had to drive all the way home and by the time we got to the theater, the movie was 1 hour into playtime. We asked the theater for a different showtime but they told us to call you for assistance.

The company policy states:

1. No refunds after 30 minutes past the showtime.

2. Money may be credited to the account for another show time if the customer calls up to 30 minutes into the showtime. This credit may then apply to future movie tickets.

Dental Insurance: Janet’s Predetermination Was Denied. She Needs Dentures & Extractions

Janet says:

Hi Adrian! (painful voice) my entire mouth is swollen up. My teeth are loose and need to be extracted and I have not been able to eat since 3 weeks ago. I have to be drinking fruit and vegetable juice. And I got the worst news today. I got a letter in the mail saying the predetermination for my extraction and dentures is denied. The dental office says they have been waiting on the predetermination for over a month now and still no response. I need urgent help, Adrian.

The CRM shows:

1. The insurance company received the predetermination three weeks ago. And we have a two weeks turnaround time.

2. The Predetermination needs X-rays and narratives hence why it’s denied.

3. The insurance company sent a letter to the dental office requesting additional information last week and once we get the requested information, the predetermination will be approved.

Ecommerce: Mohammad Needs Help To Use His Gift Card On The Website

Mohammad says:

Good afternoon sir. My best friend gave me a $25 gift card for my birthday. I have never used a card like this before. Can you show me how to redeem this on your website, please?

Things to note:

1. I will walk the member through the process of adding the card to the website.

2. I will explain how to use the card on future purchases.

3. Mohammad’s Birthday was 2 days ago

Movie Tickets: Gizelle Would Like To Find The Nearest Theater In Her City That Is Playing “Sonic The Hedgehog”

Gizelle says:

Good evening Adrian. Could you assist me in finding the nearest theater that is showing “Sonic The Hedgehog” on Thursday night? I recently moved to this city and I want to explore what the city has to offer (super excited tone).

Things to note:

1. I would need to ask: about her zip code, how many seats, and the type of seats eg. regular or VIP.

2. The company requires to share the policy with customers so if they want to cancel, they are aware of ways to do so.

Dental Insurance: Michael Is Calling On Behalf Of His Wife Elizabeth To Find Out The Preventive And Basic Benefits

Michael says:

Hey Adrian. My name is Michael, I am the Power of Attorney on Elizabeth’s account and she is sitting next to me. So right now my wife would like to go for her annual cleaning and exam. I found a dentist on the website who accepts the insurance so I want to know how much you would cover.

Things to note:

1. Michael’s name is in fact on record as the power of attorney which means I can go right ahead to share the information.

2. There are different types of exams. I will share info on each type.

Ecommerce: Ashley Is Calling To Report The Package Arrived Opened

Ashley says:

Hi Adrian. I am totally freaking out right now. All the stores in my city don’t have any more Magic Tracks toys. I told my son that Santa would bring him Magic Tracks this year for Christmas if he was a good boy. And he was so well behaved this year. So I got the box in the mail this morning. And when I opened it up, the red car was missing. I only received the blue car and the tracks. My son cannot play with just one car. I feel like crying… how can you help me fix this before Christmas day?

Things To Note:

1. Christmas is in 3 days.

2. We have regular free shipping which takes 5-7 business days, Expedia shipping which takes 3-4 business days, and lightning shipping which comes the same day or the next day.

Movie Tickets: The Benjamin’s Family Cannot Make It To The Movie at 7 PM However They Already Bought Tickets

Mrs. Benjamin says:

Hi, Adrian myself, my husband, and our kids won’t be able to make it to “The Lion King” movie. A truck turned over on the freeway and there is an oil spill so all vehicles have to divert to a smaller road. And it would take hours to go to the movie and we would miss it. I don’t want us to lose the $70 we spent on tickets though. Is there anything you could do to help?

The company has the following policies:

1. Exchanges can be made before showtime. The Benjamin’s family is calling at 6:07 PM, so they are eligible for this option. A credit would be applied to their account for a future purchase.

2. Refunds can be made 30 minutes or more before showtime. They are also eligible for this option.

Dental Insurance: Mrs. Jenkins Shares A Story Of Her Honesty With The Dental Office

Mrs. Jenkins says:

I think it’s important, to be honest. I grew up in the Church and saw my parents living right. I remember when I was a girl, my Mom realized the supermarket gave her back $2 too much change. And she turned around and walked a half mile to pay that money back. So I grew up with principles. That’s why when I saw the dental claim I thought I would call you (the insurance company) to inquire. The claim says I owe $40 but I only paid $32. So I wanted to check with you as I will happily drive back to the dental office to pay them the $8.

Note:

I placed the member on hold and called the dental office to inquire. They said that for the non-covered procedure, they gave the member an $8 discount. I will come back off hold and share the good news with the member plus relate to her story.

Ecommerce: Martha Needs Information On Where To Send A Money Order For A Vacuum Cleaner

Martha says:

Hi, Adrian, I would like to purchase a Swivel Vacuum Cleaner. I don’t have access to the internet or all that new-age technology. And I prefer the good old mail. Could you share the cost of a brand new Swivel Vacuum Cleaner and how I can send in a money order?

Movie Tickets: Spencer Needs To Get An Email Copy Of His Movie Ticket

Spencer says:

Good evening Adrian. Hey look, I’m in a little bit of a bad situation here. My girlfriend and I forgot the movie tickets at home. Is it possible you could email the movie tickets so the kiosk can scan the barcode? This is very urgent as only 7 people are ahead of me to go in.