Please use this reference to help you understand when and why we will use dispositions we have available.
Red Dispositions - Should be avoided.
DISPOSITIONS | Reason for use | |
ACW Exceeded | Automated Dispo- After call wrap up time has exceeded- 5mins ACW | |
AEP Callback | Scheduled callback due to Enrollment period (no valid SEP) | |
Caller Disconnected | Client hung up the phone. | |
Carrier Call | Do not use - Dispo as transfer to carrier | |
Committed Enrollment Customer to Callback | Use for enrollment call inbound | |
Disconnected Number | Outbound dial with invalid number | |
DNC | Only use if customer understands the nature of your call- | |
Enrollment - New Single | Automatic Disposition for enrollment calls inbound, must follow through the entire script to disposition the call properly. - Contact supervisor immediately if you are unable to complete the call flow! | |
Escalated Call | use in case of call escalation to supervisor | |
Ghost Call | use for inbound calls with no sound, attempt to contact atleast 3x's before ending the call. | |
Language Barrier | use translation line for calls- only use if translator is unavailable and you're unable to schedule a call back to consumer. | |
MISC - Hang-up | Do not use - Dispo as unexpected disconnection | |
No Answer Left Voicemail | Outbound disposition- Always use when leaving vm or no pick up on dial | |
No Disposition | Do not use - automatic disposition | |
Not Available | use if you are unable to schedule a callback for the consumer | |
Not Eligible - Current Member | ||
Not Eligible - Cust did not want to be transferred "dispos out of the queue" | ||
Not Eligible - Deceased "dispos out of the queue" | ||
Not Eligible - NO Plans in Area | "dispos out of the queue" | |
Not Eligible - No SEP | Do not use- Schedule callback for AEP due to Enrollment period (no valid SEP) | |
Not Eligible - Only has Medicaid or No Medicare"dispos out of the queue" | ||
Not Eligible - Other | When the BFC wants to change plans but does not have a valid election period or SEP. ("dispos out of the queue") | |
Not Eligible - Part A or B only | "dispos out of the queue" | |
Not Eligible - State not supported "dispos out of the queue" | ||
Not Eligible - Wrong number | "dispos out of the queue" | |
Not Interested - Benefits | ||
Not Interested - Drugs not covered | ||
Not Interested - Group-Union Coverage | ||
Not Interested - Other | ||
Not interested - PCP not in network | ||
Not Interested - Premium | ||
Not Interested - TriCare | ||
Post Enrollment | use for call back after enrollment is completed (outbound) | |
Scheduled a Callback | ||
Transfer to Carrier | use when transferring to a carrier and disconnecting | |
Transferred To 3rd Party | use if transferred to a licensed agent, doctors office or medicare etc | |
Unexpected Disconnection | use in the case that your call becomes disconnected and you are unable to identify what caused the drop in call. | |
Voicemail | Do not use - Dispo as No Answer- Left VM | |
Working with External Agent-Broker | ||
Wrong Number |