Dispositions 1
Received a busy signal.
Busy Signal
The member was not available, and message was left with 3rd party.
Left Message Third Party
The member requested to receive a callback at a specific date/time and callback time was scheduled.
Callback Requested
The caller declined speaking to us and is not interested in the program call.
Not Interested
The member is no longer eligible for care gap call or PSO call was already completed recently for same care gaps.
Not Attempted
Used to callback member after inbound call.
Manual Callback Request
The goal of the call was completed. We spoke with the member regarding their open care gaps, and they provided a response. This can include scheduled, declined, educated, etc. If we were able to convey the care gap data to the member it will be documented as Call Complete with the appropriate action codes.
Call Complete
The member is terminated, and agent does not attempt outreach (No CAREConnects ticket is needed).
Not Attempted Termed
The member refused to verify HIPAA or be recorded.
Refused Call
Received a fax machine.
Fax Modem
The phone rang, but the call dropped prior to anyone answering the phone. (Used for most SIP issues) OR agent received a “ghost call” and used proper ghost call scripting.
Disconnected Call
Voicemail was left for the member.
Voicemail
The call was the answered and answering party stated it does not belong to the member OR Robot “prank” recordings.
Wrong Number
Used to callback member immediately after a disconnected call.
Immediate Callback
The member hung up.
Hung Up
The member has passed away.
Deceased
“the number you have dialed is disconnected or no longer in service”
TelcoAdvisory TriTone
The call was transferred to another department and care gaps were not addressed.
Transferred Call
The phone rang continuously (8+ rings) or “the caller is not accepting calls at this time”.
No Answer
The voicemail stated that the mailbox was full or not setup.
Voicemail Message Not Left