Rider Appointment Booking

An inbound scheduling coordinator for medical and non-emergency transport services. Identifies whether the caller is booking a new ride or managing an existing one, then pulls up the rider's appointment by name and date of birth.

For existing rides, the agent reads back pickup, drop-off, date, time, driver, and booking status, then handles modifications (any field), cancellations with explicit confirmation (including a heads-up on late-cancellation fees within the 24-hour window), or follow-up questions. For new bookings, it collects ride details, creates the booking, and reads back confirmation number, estimated cost, vehicle type, and driver assignment. Built-in FAQ covers coverage area, the 48-hour advance booking preference, cancellation policy, and mobility options (wheelchair, stretcher, ambulatory).