This is your first attempt calling the shopper and either they didn’t answer or you left a voicemail (Refreshes in 24 hours) |
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. |
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") |
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. |
We should not be skipping calls. Do not use this dispo unless instructed by your supervisor. (Refreshes lead within an hour. |
You have scheduled a callback with the shopper. (Refreshes within 24 hours) |
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. |
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. |
The purpose of your call was to set up or verify a PCP. ("dispos out of the queue") |
The BFC called you to request ID Cards. |
The BFC called you to update information on their account. (email, address, etc.) ("dispos out of the queue") |
The BFC called you to update the payment method on your account |
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") |
Only use this dispo if you yourself have enrolled the shopper in a NEW plan. |
Transferred the call to the carrier to answer questions we cannot. |
The plan was cancelled and it wasn’t for any of the reasons in the other dispositions. |
The policy was cancelled and the reason was the plan was too expensive. |
The policy was cancelled due to the services offered on the plan. |
The policy was canceled because they switched to a different carrier. |
The policy was cancelled due to an issue with prescription coverage. |
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. |
The BFC canceled due to their transportation benefit. |
The BFC Canceled due to coordination issues with VA or TRICARE |
This should only be used if you cannot find a reason to use any of the other dispositions. |
When the BFC wants to change plans but does not have a valid election period or SEP. ("dispos out of the queue") |
The BFC does not have an active policy on file with us. |
They have a call filter that filters out unknown numbers. |
For calls that have an issue with the Agent of Record ex: withdrawn existing member. |
An agent incorrectly transferred a call to you. |