Five9 Dispositions Inbound

Disposition

When to use

ID Card Request

A beneficiary is requesting ID cards.

Customer Account Update

When updating account information, Phone number, Address etc.

Doctor Verification

When you verify the beneficiaries doctor is in network and listed on the policy. 

Payment Method Update

The beneficiary calls to update their payment method. 

Plan Questions Answered

Questions were answered about the plan.

Re-enroll- New Plan

Re-enrolled beneficiary in a different plan. 

Policy Saved

Resolved concerns and the customer stayed with the plan. SAVED THE SALE

Transfer to Licensed Agent

We are all licensed agents and we should not be using this disposition.

Transfer to CCA/ES

We are CCA we should not be using this disposition

Transfer to Carrier

This disposition should be used when we transfer the customer to the carrier for a reason OTHER than the other listed dispositions

Policy Cancelled – Other

The plan was cancelled and it wasn’t for any of the reasons in the other dispositions. 

Policy Cancelled – Too Expensive -

The policy was cancelled and the reason was the plan was too expensive. 

Policy Cancelled – Service

The policy was cancelled due to the services offered on the plan. 

Policy Cancelled – Alternate Carrier- 

The policy was canceled because they switched to a different carrier.

Policy Cancelled – Prescription

The policy was cancelled due to an issue with prescription coverage. 

Policy Cancelled – Doctor

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. 

Policy Canceled - Transportation

The BFC canceled due to their transportation benefit. 

Policy Canceled - VA/TRI

The BFC Canceled due to coordination issues with VA or TRICARE

Policy Not Found

Unable to find policy after exhausting all options.

Agent of Record

For calls that have an issue with the Agent of Record ex: withdrawn existing member. 

Not Eligible

The Beneficiary is not eligible for the enrollment period/plan when they were enrolled. 

Complaint

When resolving a complaint with a beneficiary. 

Other

When ALL other dispositions do NOT apply. Use this Disposition sparingly. 

Prank Test Wrong Number

Prank Test or incorrect phone number for beneficiary. 

Robo Call

When a call comes through that is automated. 

Ghost Call/Dead Air

There is no sound on the beneficiaries end. 

Do Not Solicit

Use this when the Beneficiary specifically asked to be put on the Do Not Call list 

Incorrect Transfer

An agent incorrectly transferred a call to you.