Transcript
Part 1: You will hear a telephone conversation between a receptionist and a patient regarding a change of dental appointment.
SARAH: Good afternoon, City View Dental Practice. Sarah speaking. How may I help you today?
LEO: Hello. My name is Leo. I am calling because I need to change my upcoming dental appointment.
SARAH: I can certainly check our system for you. First, could you give me your surname, please, Leo?
LEO: Yes, my surname is Glover.
SARAH: Could you spell that out for me, please?
LEO: Sure, it is G-L-O-V-E-R.
SARAH: Thank you very much. Just to complete our standard security check, could you confirm your home address?
LEO: Yes, I currently live at 16 Radford Road.
SARAH: Let me type that in. Is that spelled R-A-D-F-O-R-D?
LEO: Yes, that is absolutely right.
SARAH: Great. I see you are presently booked in for the 13th. Is that the appointment you wish to rearrange?
LEO: Exactly. I can no longer make it into the clinic on the 13th.
SARAH: Is this a dental emergency, or just a routine scheduling conflict?
LEO: No emergency, thankfully. I have a crucial university exam on that specific day, so I simply cannot leave the campus.
SARAH: I understand completely. Exams must take priority. Before I check our available dates, are you still registered on our basic plan?
LEO: Actually, I recently upgraded to the Premium package to get a few extra hygiene visits throughout the year.
SARAH: I will update that in the system right now. Are there any health concerns we should note down before you come in?
LEO: My teeth are totally fine, but I have been getting a bad headache after eating recently. I want the dentist to check my jaw.
SARAH: We will make a note of that for the doctor. Now, how does next week look? We have an opening on Saturday afternoon.
LEO: Saturday is perfect for me. What times do you have left?
SARAH: I have a cancellation at 1:45, or another slot available at 3:15.
LEO: The earlier one is a bit too close to my lunch hour. Let’s book the 3:15 slot, please.
SARAH: Splendid. I have penciled you in. Now, your regular dentist is away then. Would you be comfortable seeing Dr Howell for this check-up?
LEO: That is perfectly fine. Could you spell the surname for me?
SARAH: Certainly, it is H-O-W-E-L-L. He is wonderful and very experienced.
LEO: Dr Howell sounds great.
SARAH: A quick reminder regarding your arrival. The street parking outside is completely closed for repairs. All patients need to use the basement to park.
LEO: Got it. I will look for the basement entrance. Regarding the fee, do I settle that at the reception desk?
SARAH: Our policy has changed recently. We require patients to use our official app to pay before they arrive. I will send you a secure link to download it.
LEO: That is very convenient. I will install the app today. Thanks for your help, Sarah.
SARAH: You are welcome, Leo. We will see you next week.
