I'm Fine With That ?

12/03/20

Murtaugh Voice Mail

Colin Murtaugh voice mail, left for Phil Rice, on 12/3/20 at about 3:14 PM.

'mkgappraisal.com/colin_dec_03.wav

audio file

Transcript:

Hi Mr Rice this is Colin calling from Kaiser Permanente Aurora Centrepoint Pharmacy. I did receive your letter thru the member services office. Basically it looks like you're requesting the name and license numbers of the people who dispensed your prescription. I'm fine with getting that information for you. I just wanted to verify who exactly you wanted because it's kind of a multi step process so multiple pharmicists might be involved with it. I will provide you my license number. We've actually spoken before. My license number is 20944, and I'm a registered pharmacist. My name is Colin and I'm on the license of this pharmacy at Aurora Centrepoint. Give me a call back and let me know what information you are loking for, that would be great. Give us a call at the main pharmacy number 303 614 7300 and ask to speak with Colin and they will forward you to me.
[message ends 12/3/20]

My Attempt to Call Back, 1 of 2

My first attempt to call back was Thursday, at about 4:00 PM. An audio recording of the message is posted on the internet at:

'mkgappraisal.com/Dec_03_first.mp3

audio file

Transcript (call length 8:47):

after 6 minutes 30 seconds of hold

Pharmacy call center this is Don . Sure thing.

[Don transferes the call. The tape goes to 8:47. I realize the call has been disconnected.

My Attempt to Call Back, 2 of 2

My second attempt to call back was Thursday, ending at about 4:55 PM. An audio recording of my call is posted on the internet at:

'mkgappraisal.com/Dec_03_second.mp3

audio file

My Second Call December 3rd, 2020

Transcript
(call length 9:41)

after 4 minutes 40 seconds of hold time
Thank you for calling Kaiser Pharmacy. My name is Cecilia Technician. Do you have your Kaiser number to start with? Hi Cecilia Hi I'm Phil Rice. I'd be happy to give you my Kaiser number, but I think maybe that's not what we really want to do here. I'm returning a call from Colin. He told me to call this number and that you would transfer me to him. Do you still want me to tell you my number? Your member number or date of birth 427582802 Thank you and who are you returning a phone call from? Colin Colin. OK. One moment. hold music Colin actually left for the day. Do you want me to take a name and number? I guess I do. My name is Phil Rice. I'd like for you to write down this number please. 970 235 0470 and if you are able to I'd like for you to take a little message please. Can you add a little bit of a message to this? Yhea He called me earlier today. I'm returning his call. The first thing to say is - if he needs to call me back ever again he should call this number. Number one. Number two, I don't want him to enter this number into the Kaiser system, or you either for that matter. I hope you understand. And I guess let's just leave it at that. It has proven to be very difficult for me to call him back. I wrote a letter. He is responding to my letter. He probably thinks, well, he has put the ball in my court now, this is a difficult situation for me. If I have to then turn around and call him back tomorrow, that puts me in a tough spot. Is he going to be in tomorrow? Do you know? He should be, as far as I know. Do you know what his normal hours are? Um, no I don't OK Do you want me to leave this note on his desk for you? Alright. So he's at Centrepoint. It sounds like that's where you are too. Is that right? Correct And your name again please Cecilia Can you spell that please? Cecilia Thank you Cecilia. I appreciate your help You're welcome. Is there anything else I can help you with? No that's all. Thank you. Bye now. All right. Take care. Bye.

[end at 9:41]

Kaiser Phone System Sucks

Summary: 2 phone calls, 1 Robot, 1 menu with 4 choices, Don, Cecilia. 11 minutes, 10 seconds on hold. 18 minutes and 28 seconds total.

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