Disposition List

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 voicemail
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
Not Eligible - Part A or B only
Not Eligible - State not supported
Not Eligible - Wrong number
Not Interested - Benefits	use when the product we can offer is not suitable for their needs
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	Outbound Dispo- use for calls that don't answer, and no voicemail was left.
Working with External Agent-Broker
Wrong Number