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AHIP

Time Limit: 16 hours

Number of Attempts: 3

  1. Failure to complete within 16 hours may result in a Verbal Coaching.

  2. Failure to complete within 20 hours may result in a Written CAP.

  3. Failure to complete within 24 hours may result in a Final CAP.

  4. Failure to complete within 28 hours may result in Termination of Employment.

Aetna

Time Limit: 4 Hours

Number of Attempts: 3

  1. Failure to complete within 4 hours may result in a Verbal Coaching.

  2. Failure to complete within 8 hours may result in a Written CAP.

  3. Failure to complete within 12 hours may result in a Final CAP.

  4. Failure to complete within 16 hours may result in Potential Termination of Employment.

Important: If an agent encounters legitimate issues which slow down completion times, the agent is responsible to document via screenshots and emails to ensure CAPs are not delivered that are not warranted.

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