Verification
What must be verified before answering any questions or providing information to the caller?
Member name, DOB and zip code
What should you do if you are unable to access the caller's account?
Inform the caller that you are unable to access the account and will contact a specialist.
What should you do if a member has a $0 balance?
Inform the member of their next deposit date and amount, and let them know that an order cannot be placed until they have an available balance.
What should you do if a payment made at a Walmart Money Center wasn't applied to your bill?
If the payment is not showing in Transaction History, you can submit a payment over the phone. If it is showing, you need to contact the store where the payment was made directly.
What should you ask the member if their zip code does not match?
Ask the member if their account could be under a different zip code (e.g., a previous zip code, or PO Box vs. mailing address zip code).
What is the next step if the health plan provider can confirm the information provided by the member?
Continue to access the account using the information provided by the health plan. If the information does not match, allow the health plan provider to fix the incorrect information before continuing to assist the member.
Can members with Rewards only place phone orders?
No, members with Rewards only cannot place phone orders. There must be at least a $0.01 balance on the benefit that allows phone orders. Rewards can then be used to cover the difference if the details button lists rewards as able to be used by phone.
Where can you find the list of eligible utilities for making a payment?
The list of eligible utilities can be found in the Details button on the member’s benefit tile.
What must be documented in the Call Wrap Up notes when speaking to someone other than the member?
Authorized Representative
What should you do if the health plan provider cannot confirm the information provided by the member?
Do not access the member's account as there is not enough information to verify it. Offer to transfer the member to the health plan for further assistance.
What should you do if the items, shipping information, and total with tax were not confirmed before the member disconnected?
Click "Order Issue," then "Unable to Complete," select "Member Disconnected," uncheck the "Callback Required" box, and click "Save."
What must a member to add an utility company to their account?
A bill with the company information: Company name, address, account number, service address and name on the account.
What must be verified even if it is pre-populated as Verified in the system?
Member's Zip Code
What should you do if a portion of the transaction was covered but not all items?
Confirm the member has an available balance and suggest scanning the card after each item to ensure it’s being covered by the benefit.
What should you do if a member provides a different email address or phone number for a phone order?
Enter or update the provided email address or phone number in the respective fields. Using a different email address, phone number, or shipping address on a phone order will not affect what is listed on the Cardholder Information tab.
What information should you confirm with the member before making a payment?
Confirm the company name, account number, company address, estimated delivery, amount, fee (if applicable), total (if different from amount), member email address (if applicable), service address (if applicable), first name, middle initial (if applicable), and last name.
What must never be provided to the caller and should always be asked to verify?
The primary or preferred phone number.
What happens to the member's previous card when a new card is requested?
The member’s previous card will automatically be deactivated upon requesting a new card.
What information must be confirmed before placing an order?
Before placing an order, confirm that all items have been added to the cart, all shipping information (shipping address, email address, and phone number) is correct, and the order total (with any applicable tax) is accurate.
What should you do after successfully making a payment to a company?
Inform the member that you have successfully made the payment and ask if they are aware of additional ways to make a utility bill payment.