Classification & Intent

Classification & Intent 1

100

What is the Classification AND Intent when you hear.. "I need Oxygen benefits" 

C: Benefits

I: Verification 

200

What is the Classification AND Intent when you hear.. "I have a compliment for Humana!" 

C: Complaints or Compliments

I: Compliments 

300

What is the Classification AND Intent when you hear.. "I need to report my moms passing" 

C: Demographics

I: Report Date of Death 

400

What is the Classification AND Intent when you hear.. "I want to add vision to my plan." 

C: Eligibility

I: Plan Changes 

500

What is the Classification AND Intent when you hear.. "Where do I get a claim from?

C: Claims

I: Filing 

Classification

100

Member calls about authorization status. The Intent is Authorization, what is the Classification? 

Auth/Referral 

200

Member calls about virtual health benefits. The intent is Telemedicine, what is the Classification? 

Benefits 

300

Member calls about their Smart Summary. The intent is Smart Summary, what is the classification? 

Communication 

400

Member calls to get PCP Changed. The intent is PCP Change Not Made, what is the classification? 

PCP Change 

500

Member is calling about a pharmacy authorization. The intent is Prior Authorization, what is the classification? 

Rx 

Classification & Intent 2

100

What is the Classification AND Intent when you hear.. "I need a new ID Card" 

C: Fulfillment

I: ID Card/Access Card Request 

200

What is the Classification AND Intent when you hear.. "Do I have GO365?" 

C: GO365

I: Elig/Benefit/Program Questions 

300

What is the Classification AND Intent when you hear.. "I am calling to schedule my transportation for an upcoming apt" 

C: Transportation

I: Scheduling 

400

What is the Classification AND Intent when you hear.. "I got a COB Denial on my Prescription." 

C: COB

I: Rx 090 Denial 

500

What is the Classification AND Intent when you hear.. "I need you to reissue a claim refund check to me. It is for my uncle that passed away. I am his POA." 

C: HIPAA

I: Not Authorized 

Intent

100

Member calls and asks for Benefits. Classification is Benefits. What is the intent? 

Verification 

200

Member calls about a denied claim. The intent is Claims, what is the classification? 

Denied 

300

Member calls asking if we will coordinate with their VA benefits. The classification is COB, what is the intent? 

Verification 

400

Member calls in about wanting to switch communications to electronic versus mail. The classification is communication, what is the intent? 

Member Preferences 

500

Member calling to get testing benefits for COVID specifically. The classification is Coronavirus/Covid-19 Inquires, what is the intent? 

Benefits/Testing Coverage 

Classification & Intent 3

100

What is the Classification AND Intent when you hear.. "I just got an error on the myHumana app." 

C: Web/Mobile 

I: Page Error - Mobile 

200

What is the Classification AND Intent when you hear.. "Can you tell me my Medical accumulators?" 

C: Benefits 

I: Accums 

300

What is the Classification AND Intent when you hear.. "I need to pay my premium" 

C: Billing 

I: Make Payment 

400

What is the Classification AND Intent when you hear.. "Can you tell me if I have met my tROOP?" 

C: Rx 

I: Accums 

500

What is the Classification AND Intent when you hear.. "I just received a test kit in the mail"

C: Wellness/Home 

I: Test Kit