Medicare
Call is silent on the other end.
What is Hung Up
Member calls in wanting to know why we had called. Has no questions and received all material. Agent verified information and plan (026) Not interested in attending webinar.
What is Plan Renewal - HMO
I'm calling to check on my order? Is this Banggoods?
What is Wrong Number
Outbound call on Member Retention - you connect with the intended member, verify information (they are on the 015) , and go through the script with no questions. At the end of the call, the member would like to sign up for member only webinar.
What is Plan Renewal - HMO plus RSVP
You have a callback put you into pause. You dial (first time calling back) and leave a voicemail
What is callback requested
Transfer for Member services - wants to know more about DNSP plan - T65 April. Currently has Medicaid plan. Agent collects demographics verifying county. Prospect has Medicare and Medicaid. Agent recommends contacting SSA to find out what Medicaid covers.
Member calls back in wanting to know why an agent called him and has one question about a claim.
What is Transfer to Member Services
Caller calls in for a specific agent but after checking with management, that agent is unavailable. Caller requests to be have them return their call.
What is callback requested?
Member Retention OB call - Member is currently at Walmart and would like a callback .
What is Not home
Are you the right person to answer questions about Prescription drug benefits for the HAP Senior Plus Option 2 PPO?
What is CMS Test Call
Caller got something in the Mail asking for her to call to get information about our Medicare Plans. Caller has Aetna Right now and will be T65 in July. Agent sends Medicare made simple and Medicare planning guide. In the middle of SOA caller says he just wants information to be sent and they'll call back if they want more information.
What is Mail Kit 2021
Call comes in a goes straight to "wrap up"
What is Hung Up
Member had called in after receiving member retention call. Has no questions and had already received their materials. Agent informed member of webinars but member was not interested.
What is Member question
Member Retention OB call - spouse picks up and informs you that the Member has died.
What is Deceased
This is Patty calling to test the line
What is Test call
Caller is calling for their FREE MMS Guide. T65 October. Caller asks where the agent is located since the brochure shows Ohio. Agent tell her she is in the HAP call center. The caller push's further and ask where agent is located again. Agent states they are in Indiana. Caller does not want to give Email for quick quote.
What is Not ready 6 months
Member is about to have breakfast and wants us to call them back later
What is callback requested
Prospects are in AZ and are planning to Move to MI and needs to find some Doctors in the area where they are moving and a new plan. Agent gathers demographics and send a quick quote of a recommended plan based on their needs. Callers are a bit confused and think they are calling BCBS Agent professionally lets them know we are HAP or Health Alliance Plan. They are still interested but wanted to check what BCBS might have in the area.
What is Quick Quote
You have a callback put you into pause - Prospect is still wanting to shop around before T65 in April. Agent reviews plan information and recommends setting up a meeting with local agent. Agent reads SOA and connects local agent with prospect.
What is Agent Connect
Prospect is wanting our HMO plan because of the travel benefit. Prospect has Medicare A and B and no Medicaid. Agent verified demographics. Lives in FL and not planning on moving to Michigan.
What is Out of Area
Caller is T 65 in over 1 year and wants info on Medicare and our plans to be as prepared as possible for when they age in. Agent sends Medicare Made Simple and signs the caller up for a Medicare 101 webinar. Caller asks about doctors and prescriptions. Agent reviews travel benefits.
What is RSVP
You connect with member and verify demographics and plan (004). You go through the script and after verifying doctors and prescriptions there are no further question. While offering to sign up for a webinar the member expressed they would rather sign up themselves after looking at all the options. Agent gives web address and highlights the "How to make the most of your benefits webinar". Agent closes properly
What is Plan Renewal - PPO Plus RSVP
Transfer from MS member: caller wants to reenroll, member plan ended 2/28/2021. Caller switched to Wellcare thinking they will save money in January using OEP. Agent asked all our SEP questions and did not find another election period.
HAP Ineligible No SEP
Call goes to member's voicemail and you leave a message
What is Left message - machine
Bonjour! French Please. No English
What is CMS Test Call