Basics
Can we provide information on a member's account to an AR calling in?
Yes. As long as they can verify member's information to access the account.
Can I pay a utility bill in someone else's name?
Yes, as long as it is in the member's service address.
KIP 15.1
Does every phone order have to meet $35 minimum requirement?
No. Just UHC Walmart orders.
KIP 10.1
How long does it take for a refund to reflect back to the member's account?
3-5 business days.
KIP 19.1
Within how many seconds should the caller be greeted?
Caller must be greeted within 5 seconds of the call connecting.
KIP 6.3
How long does it take to for Walmart payments to process?
2-3 business days.
KIP 15.1
Can we process a refund for Amazon orders due to dissatisfaction with the product?
No. Unless the product they received is damaged.
KIP 12.1
Does Balance Out Of Sync only impact in store transactions?
No. BOOS can impact in-store, online, bill pay, and phone order transactions.
KIP 17.5
What KIP number is the Downtime Script on?
KIP 6.14
Can we use a mixed tender to make a utility bill payment?
KIP 15.1
Do we charge taxes for Walmart and Amazon orders?
Yes. The tax estimate is based on the member's zip code.
KIP 10.5
What does transaction code 133 mean?
Member is attempting to purchase something that is not eligible for the promotion.
KIP 17.2
Can we provide the primary/preferred phone number to the caller?
No, we always ask the caller to verify.
Can we edit an In-Progress payment?
No, once the payment is In-Progress, edits cannot be made.
KIP 15.5
Can we ship phone orders to PO boxes?
No. Only exception would be for UHC Group Retiree members.
KIP 10.1
Can physical catalogs be requested for Troy Medicare?
No, they cannot.
KIP 14.2
What should the benefit recap include?
Current avail balance, benefit type, expiration frequency, benefit amount and frequency, and next deposit date.
KIP 6.3
Can member's request a copy of the check that was sent to the utility provider?
No, unfortunately we are unable to provide a copy of the check.
Can a member call Amazon directly for returns or refunds?
No. Any return or refund situation needs to be initiated by HBP.
KIP 12.11
How long does a member have from when their Amazon order was placed to report an issue with their order or products in their order?
30 days from when the order was placed.
KIP 12.1