Hello, my name is [Agent Name] on a recorded line. I’ll be helping you with scheduling an appointment at the drive-thru testing location. Who do I have the pleasure of assisting today?

[Client gives name] – Client will most likely have a question that is answered on the website or that requires them to reach out to the Health Department:

If questions are regarding the following topics, direct the individual to the website:

  • Who can go to the [location] drive-through testing site
  • Steps to get tested
  • How to make an appointment
  • [address] Directions
  • About [location]

[Other questions] – Thank you for letting me know, [client]. You’re going to want to reach out to the Health Department in order to get that question answered. Do you have a pen and paper ready so I can get you that number? Great, the phone number is [health department phone]. Would you prefer for me to transfer you now or would you like to call on your own?

[Wants transfer] – OK, give me one moment while I transfer you over. As I connect you, just be aware there may be a long hold time. Thank you for calling the [location] drive-through testing call center. Take care.

[Will call on their own] – OK, thank you for calling the [location] drive-through testing call center. Take care.