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For calls that have an issue with the Agent of Record ex: withdrawn existing member.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