Payment Automation
Correspondence
Goals
Miscellaneous
Fun Facts
100

What is the name of the knowledge article where you would look for information on payment automation? 

Transfer to Self Service Payment - UHC

100

For Returned Mail, what type of mail is it considered when the return address is Po Box 9003 Huntington Valley, PA?  

Undeliverable Mail 

100

What is the current goal for service ACW?  

7 seconds or less 

100

What is the current goal for Adherence?  

87% 

100

How many islands make up the Phillipines? 

Approximately 7,641 islands 

200

What is the most recent date that Payment Automation went live?   

March 11, 2026 
200
What letter is sent when you have a Paper Product Request and there is no DOB on the breeze record?  

Product Request Missing Information 

200

What is the current service level goal for whitemail?    

90% of work completed in 5 days or less  

98% of work completed in 7 days or less 

200

What is the current goal for Sentiment?  

4.0 

200

How many languages are spoken in the Philippines?   

There are more than 170 languages spoken, though Filipino and English are the official languages.

300

What is the name of the button on the collection screen?   

Payment Transfer  

300

When the NCOA (National Change of Address) letter is received and is not signed is this still acceptable to change the address?   

No, must send letter  

300

What is the current goal for First Goal Resolution? 

90.50% 

300

Where do you locate the supervisors available for night shift and Saturday coverage? 

Customer Care Zone - 

Leadership Calendar &

 Weekend Coverage


300

What dish is considered the unofficial dish of the Phillippines?  

Adobo is considered the unofficial national dish, and every family has their own recipe.  A savory tangy national dish of the Phillippines, typically made by stewing chicken or pork in a mixture of soy sauce, vinegar, garlic, bay leaves and peppercorns. 

400

What type of case will Breeze will create that will include the reason for the failed attempt and whether the caller was authenticated. 

Payment Assistance Case   

400
If returned mail has the claims address as the return address, what type of mail is this considered to be?  

Return to Sender Mail  

400

What is the current goal for Hold Time?  

20 seconds or less  

400
On what date did Medicare begin to pay Telehealth services again?   

Medicare is again covering telehealth services and virtual visits from February 3, 2026 through December 31, 2027.

400

When does the Christmas season starts in the Phillippines ?   

Christmas season starts as early as September, and celebrations can last until January.

500

How many attempts must be made through the automated payment system before you can use SDC?  

2 attempts 

500

If a privacy form is received and is 

  • not signed
  • not dated, or
  • missing the name of an authorized person

What letter do you send?   

Privacy Return Auth Form



500

What is the current goal for processing General Service WM?  

5 minutes per piece 
500

True or False -  When processing Voluntary Terminations for UHC coverage, DO NOT advise callers that a termination confirmation letter will be sent.  

True - we no longer advise that a letter will be sent  

500

How do you say Hello in the Philippine language?   

Kumusta? 

Filipinos often shorten “Kumusta?” to “Musta?” in casual speech.

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