Inbound Script - Customer service

Advisor- Thank you for calling NivaBupa. My name is -------- . How may I assist you?
Customer – Hi, this is -------- and I want to -------- (Query).
Advisor - I will be glad to help you out in this Mr./Ms. -------- . In order to pull up your records, Could you
please confirm your Policy Number or Customer ID Number?
Customer – (Policy Number given)
Advisor – Thank you Sir/Madam. So, am I speaking with Mr./Ms. -------- ?
Customer – Yes, you are.
Before I proceed further, for your security, May I please know your registered mobile number in the
policy OR registered email id in the policy OR communication address in the policy OR DOB of any of the
insured?
Advisor: Thank you for the verification. As I can see you have a <name of the product & details of the
plan> Heartbeat 2 Lakh 1 Adult Policy. Is that correct?
Customer: Yes
Advisor: Sir / Ma’am as I can see you hold a gold/platinum policy and you are a valued customer of Niva
Bupa. We request you to call us from your registered mobile number in future so that our HNI Helpdesk
can provide you specialized services and you don’t have to go through the IVR Tree.
Customer: Okay…
Advisor: Thank you Sir / Ma’am and you would like to know about <customer query> <Information
given>
Advisor – Mr. /Ms -------- hope I have been able to resolve all your queries ….
Customer – Yes
Advisor – Is there anything else that I may assist you with ….
Customer – No
Advisor – Thank you for calling Max Bupa. Have a great day/evening ahead (Call Ends)