Disposition | When to use |
No Answer 1st Attempt VM | This is your first attempt calling the shopper and either they didn’t answer or you left a voicemail (Refreshes in 24 hours) |
No Answer 2nd Attempt VM | This is your second attempt calling the shopper (or your teams second attempt, check notes) and either they didn’t answer or you left a voicemail. |
Wrong Number | You attempted to call the shopper and they told you that you dialed the wrong number. Or you are connected to the voicemail and the voicemail is for the wrong person. ("dispos out of the queue") |
Unexpected Disconnect | You are in the middle of a call, when the line disconnects. Or you hear the other person answer the phone, and they hang up on you. |
Skipped Call | We should not be skipping calls. Do not use this dispo unless instructed by your supervisor. (Refreshes lead within an hour. |
Scheduled Call Back | You have scheduled a callback with the shopper. (Refreshes within 24 hours) |
Do Not Call | THE ONLY TIME YOU USE THIS DISPO IS IF YOU HEAR THE WORDS “Put me on your do not call list.” Remember we are a call center. We need to be able to call people. |
Complaint | You will only use this dispo if you are on the inbound campaign. This is for BFCs that have called the line to complain about an issue with Assurance. If they are complaining about their carrier, their coverage, or anything else you will not use this disposition. |
Doctor Verification | The purpose of your call was to set up or verify a PCP. ("dispos out of the queue") |
ID Card Request | The BFC called you to request ID Cards. |
Customer Account Update | The BFC called you to update information on their account. (email, address, etc.) ("dispos out of the queue") |
Payment Method Update | The BFC called you to update the payment method on your account |
Plan Question Answered | The BFC called you with questions about their account. Or you answered questions on your call relating to the plan but nothing else was done. ("dispos out of the queue") |
Re-enrolled – New Plan | Only use this dispo if you yourself have enrolled the shopper in a NEW plan. |
Transfer To Carrier | Transferred the call to the carrier to answer questions we cannot. |
Policy Cancelled – Other | The plan was cancelled and it wasn’t for any of the reasons in the other dispositions. |
Policy Cancelled – Too Expensive - | The policy was cancelled and the reason was the plan was too expensive. |
Policy Cancelled – Service | The policy was cancelled due to the services offered on the plan. |
Policy Cancelled – Alternate Carrier- | The policy was canceled because they switched to a different carrier. |
Policy Cancelled – Prescription | The policy was cancelled due to an issue with prescription coverage. |
Policy Cancelled – Doctor | The policy was cancelled due to issue with their PCP either not being in network or they do not like the PCP assigned to them. |
Policy Cancelled - Transportation | The BFC canceled due to their transportation benefit. |
Policy Cancelled - VA/Tricare | The BFC Canceled due to coordination issues with VA or TRICARE |
Other - | This should only be used if you cannot find a reason to use any of the other dispositions. |
Not Eligible | When the BFC wants to change plans but does not have a valid election period or SEP. ("dispos out of the queue") |
Policy Not Found - | The BFC does not have an active policy on file with us. |
Blocked unable to leave voicemail | They have a call filter that filters out unknown numbers. |
Agent of Record | For calls that have an issue with the Agent of Record ex: withdrawn existing member. |
Incorrect Transfer | An agent incorrectly transferred a call to you. |
