Conversation #612

Date: 2026-03-25 Associate: Rakesh Ranjan Mallik pending review

Conversation

Agent
We hope our agent addressed your concerns. Would you like to continue the conversation?
12:01 pm
Customer
No, thank you!
12:01 pm
Agent
Thank you for reaching out to Orange Health Labs. We'll close the chat now.
12:01 pm
Customer
Hello I would like to repeat the same test
09:06 am
Agent
Hi, Riya here.
09:06 am
Agent
Hi Mathan! I'd be happy to help you book a repeat test. To get you set up, could you tell me which test you'd like to repeat? Or if you have your previous order ID, that'll help me find it quickly.
09:06 am
Customer
Report Ref. ID :BLR2219849-2572 062
09:07 am
Agent
Perfect! I'm connecting you with our booking team now. They'll help you repeat the same test and get you scheduled. You'll hear from them shortly. 📱 Download the Orange Health app for 24×7 self-service — book, track, reschedule, pay & get reports anytime: https://orangehealth.onelink.me/iAoC/sfv8g736
09:07 am
Agent
Summary: new_booking Order: Unknown | Phone: 9025778965 Reason: new_booking OMS: https://oms.orangehealth.in/request/Unknown SuperCRM: https://supercrm.orangehealth.in/request/Unknown
09:07 am
Agent
Hi, Gaurav Singh here.
09:07 am
Agent
Good afternoon!
09:07 am
Agent
[Image]
09:08 am
Customer
I want to repeat the same test Report Ref. ID :BLR2219849-2572 062
09:08 am
Agent
Sure! As I can check from your previous order it was booked through <b>Dr. Syed Aarif</b>. May I know if you would like to make this booking through them or through us?
09:08 am
Customer
Through you directly
09:08 am
Agent
Sure! May I know if this address is correct? <b><br></b> <b>House no: 36, glaxy apartment, flat no 402, brivanam layout haramavu , <br>Galaxy apartment, unnamed road, horamavu, bengaluru, karnataka, india</b>
09:10 am
Customer
Yes
09:10 am
Agent
Thank you for confirming the details.
09:11 am
Agent
Please allow me a few minutes to revert back to you regarding this.
09:11 am
Customer
Ok
09:11 am
Agent
[Image]
09:13 am
Agent
Thank you for your patience.
09:13 am
Agent
This package covers all the tests as previous tests. <b>STD Test Package - Advanced<br>Tests included</b> • Chlamydia Trachomatis antibody IgG <b>• Hepatitis C Virus antibodies (Anti HCV) - Total</b> • Anti Treponema Pallidum (TPAB) antibody <b>• HBsAg (ECLIA)</b> • Herpes Simplex Virus (HSV) Type I &amp; II antibodies IgG • Herpes Simplex Virus (HSV) Type I &amp; II antibodies IgM <b>• HIV 1&amp;2 (ECLIA)</b> <b>• VDRL Qualitative</b> <b>• Treponema Pallidum Haemagglutination Assay (TPHA)</b> <b> Reports Within 12 hours</b> <b>₹ 3999</b>
09:15 am
Customer
It was 2699 last time.
09:16 am
Agent
Yes! I would like to inform you that package is provided from our partner. Would you like to book the same package for you?
09:18 am
Customer
Yes
09:19 am
Agent
We request you to kindly stay connected with us while we share this chat with the concerned team to assist you further.
09:19 am
Agent
Hi, Rakesh Ranjan here.
09:19 am
Agent
Good afternoon.
09:19 am
Agent
Kindly hold while I look into this query for you.
09:22 am
Agent
BLR5513689
09:26 am
Agent
I have arranged a callback from our team to confirm the booking. They will be contacting you shortly.
09:26 am
Agent
Is there anything else I can assist you with?
09:26 am
Agent
Thank you for reaching out to Orange Health Labs! Have a great day!
09:29 am

AI Extraction

Customer Requests

  • STD Test Package - Advanced confirmed

Patient

Name: Mathan | Phone: 9025778965

Address

House no: 36, glaxy apartment, flat no 402, brivanam layout haramavu, Galaxy apartment, unnamed road, horamavu, bengaluru, karnataka, india

Summary

Customer Mathan requested to repeat the same test from previous order (Report Ref. ID: BLR2219849-2572062), confirmed the address, and agreed to book the STD Test Package - Advanced directly with Orange Health instead of through the previous doctor referral.

Actual Booking (CRM)

Tests: CSC STI Profile

Patient: Mathan Sangunathan

Address: N/A

Slot: 25-03-2026 06:00:00 PM

Findings (3)

critical missed test pending

Customer confirmed "STD Test Package - Advanced" but it was not booked in the CRM order.

Expected: STD Test Package - Advanced
critical wrong test pending

"CSC STI Profile" was booked in the CRM order but the customer did not confirm it.

Actual: CSC STI Profile
major wrong patient pending

The booked patient name does not match the name from the conversation.

Expected: Mathan Actual: Mathan Sangunathan

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