Utility Bill Pay
Can you pay a utility bill in someone else's name?
Yes, as long as it is in the member's service address.
Can we do a return for an Amazon order due to dissatisfaction?
No
How long can we wait on the line for hold request?
2 minutes
Can we provide the full card number for S3 Magstripe?
No
KIP 8.8
Can I pay my utilities with my S3 rewards?
Rewards may be used to pay utility bills at Walmart store service desk.
Can we return OPC orders?
No
Can we proceed with the call if the member does not want to provide a preferred phone number?
Yes, just leave it blank if member does not want to provide one.
What is the time frame for a refund to the member's account?
Refund can take 3-5 business days.
KIP 19.1
What ways can a member make a utility bill payment?
Web portal, mobile app, in a Walmart store, with a rep over the phone, and the automated system.
How long does the member have to get a refund/replacement for a damaged or defective item?
30 days
At what point of the call should the "I" statement be given?
After we understand the caller's needs
Can catalogs be mailed out to Troy Medicare members?
No
KIP 14.2
How long does it take for a utility payment made at a Walmart store to process?
2-3 business days
How long does it take for a Walmart refund to be credited back to the member's account?
3-5 business days
What demographics can we update in CRM for a member?
Preferred phone number and email address can be updated in CRM. All other changes must be handled by the member’s health plan provider
KIP 6.7
How long does a member have to report an issue with their order or products in their Amazon order?
30 days
KIP 12.1
If member has a dual card, can they pay the utility provider directly?
Yes
Can we close a pending online order for the member?
Yes
If you see an error message stating “This participant has not yet been issued a card, cards are issued on the 1st and 15th” what does this error mean?
” it means this member recently enrolled in the program and has not yet been issued a card. There is no action needed. The member will need to wait until a card number is generated before placing an order or having any access to the account. Please allow up to 14 days
KIP 6.2
What type of orders do NOT have to meet the $35 minimum required order?
Non-UHC Walmart and Amazon orders do not have $35 minimum requirements.
KIP 10.6