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 | |
Not Eligible - Deceased | |
Not Eligible - NO Plans in Area | |
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 | |
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 | |
Not Eligible - State not supported | |
Not Eligible - Wrong number | |
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 |