Spreadsheet: 112690d1308734281-formula-for-average-copy-of-formula-needed
Sheet: March

Telephone Responses and Documentation Scorecard for March
Staff | Date | Time | Nature of Inquiry | Ins | Member/Vendor | Privacy | Complete | CSR | [NAME] | Professionalism | Total | Comments | Bonus
 |  |  |  | HO | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-01 00:00:00 | 815 | Requested additional card | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-01 00:00:00 | 1536 | Massage benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-01 00:00:00 | 1414 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-01 00:00:00 | 1142 | Claims status | SW | V | 25 | 10 | 25 | 25 | 15 | 100 | Applied to deductible
Michelle | 2011-03-01 00:00:00 | 1131 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-01 00:00:00 | 1445 | Called for fax for Loomis | SW | M |  |  |  |  | 15 | 15 | Directed to Loomis
[NAME] | 2011-03-01 00:00:00 | 1254 | DME supplies covered | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-01 00:00:00 | 947 | Requested additional card | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Q'd new ID card
[NAME] | 2011-03-01 00:00:00 | 855 | 2010 claim | SW | M |  |  |  |  | 15 | 15 | Trans to Loomis
[NAME] | 2011-03-01 00:00:00 | 816 | Wanted a new ID card | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Q'd new ID card
[NAME] | 2011-03-01 00:00:00 | 1630 | [NAME] benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-01 00:00:00 | 1538 | [NAME] benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-01 00:00:00 | 1418 | Pharmacy benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100 | Referred to SW Pharmacy
[NAME] | 2011-03-01 00:00:00 | 1326 | PT benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-01 00:00:00 | 1118 | Pre-natal benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-01 00:00:00 | 1051 | General questions | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-01 00:00:00 | 1549 | Requested additional card | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Q'd new ID card
Shelley | 2011-03-01 00:00:00 | 1341 | Speech therapy benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-01 00:00:00 | 1332 | Lost my ID card | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Q'd new ID card
Shelley | 2011-03-01 00:00:00 | 1148 | Specialty office visit benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Trans to MH provider
Shelley | 2011-03-01 00:00:00 | 1309 | Radiology benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-01 00:00:00 | 1315 | Auth required? | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-01 00:00:00 | 1107 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-02 00:00:00 | 1709 | Infertility & GYN benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Update phone #
[NAME] | 2011-03-02 00:00:00 | 1113 | [NAME] benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-02 00:00:00 | 1517 | DME CPAP supplies | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-02 00:00:00 | 1345 | Claims status | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-02 00:00:00 | 1230 | Why are we getting fatal errors | SW | V |  |  |  |  |  |  | Had her fax the claims to us to look at
Michelle | 2011-03-02 00:00:00 | 1220 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-02 00:00:00 | 955 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-02 00:00:00 | 858 | Claims status | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-02 00:00:00 | 1655 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-02 00:00:00 | 1630 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-02 00:00:00 | 1528 | Is my baby covered yet? | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-02 00:00:00 | 1523 | DME CPAP supplies | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-02 00:00:00 | 1502 | Diabetic supplies | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-02 00:00:00 | 1241 | Requested additional card | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-02 00:00:00 | 1238 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-02 00:00:00 | 1127 | MRI benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-02 00:00:00 | 1026 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-02 00:00:00 | 922 | 2010 Claims | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-02 00:00:00 | 854 | HO call misdirected | NHO | M |  |  |  |  |  | 0 | Trans to MS line
Shelley | 2011-03-02 00:00:00 | 1325 | Can I email an appeal? | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Referred to KK
Shelley | 2011-03-02 00:00:00 | 1309 | 2010 Claim | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Referred to Loomis
Shelley | 2011-03-02 00:00:00 | 1303 | Specialty office visit benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-02 00:00:00 | 1027 | Surgery question | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-02 00:00:00 | 1555 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-02 00:00:00 | 1153 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-03 00:00:00 | 1801 | COB letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Updated phone #
[NAME] | 2011-03-03 00:00:00 | 1724 | COB letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-03 00:00:00 | 1715 | COB letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-03 00:00:00 | 1625 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-03 00:00:00 | 1607 | Verify coverage | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-03 00:00:00 | 1453 | Verify coverage | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-03 00:00:00 | 1435 | Seeing if doc is on First Choice | SW | M |  |  |  |  |  | 0 | Gave her # to First Choice
Michelle | 2011-03-03 00:00:00 | 1225 | EOB question | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-03 00:00:00 | 1145 | Status of claims | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-03 00:00:00 | 1142 | Do we need auth for Tykesson Load/RX? | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-03 00:00:00 | 1626 | Verify coverage | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-03 00:00:00 | 1545 | Claims status | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-03 00:00:00 | 1535 | Diabetic supplies | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-03 00:00:00 | 1324 | Verify coverage | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-03 00:00:00 | 1317 | Massage benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-03 00:00:00 | 1310 | Claims status | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-03 00:00:00 | 1248 | Why did I get a bill for MRI | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-03 00:00:00 | 1243 | Verify coverage | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-03 00:00:00 | 1240 | Verify coverage | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-03 00:00:00 | 1239 | Verify coverage | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-03 00:00:00 | 1025 | 2010 refund | SW | M |  |  |  |  |  | 0 | Referred to Loomis
[NAME] | 2011-03-03 00:00:00 | 834 | DME benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-03 00:00:00 | 839 | Claims status | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-03 00:00:00 | 1011 | Verify eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-03 00:00:00 | 1048 | Verify eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100 | Termed 2/28/11
Shelley | 2011-03-03 00:00:00 | 1507 | Verify eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-03 00:00:00 | 1558 | Verify eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-03 00:00:00 | 924 | Wanted # to DSHS |  |  |  |  |  |  |  | 0
Shelley | 2011-03-03 00:00:00 | 758 | 2010 claims status | SW | M |  |  |  |  |  | 0 | Trans to Loomis
Shelley | 2011-03-03 00:00:00 | 942 | Claims status | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-03 00:00:00 | 1409 | COB letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-03 00:00:00 | 1516 | COB letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-04 00:00:00 | 1700 | [NAME] | SW | V | 25 | 10 | 25 | 25 | 15 | 100 | Trans to KK
Michelle | 2011-03-04 00:00:00 | 1652 | [NAME] | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-04 00:00:00 | 1626 | What is my policy #? | SW | M |  |  |  |  |  | 0 | Told her the # on her ID card is ID/Pol #
Michelle | 2011-03-04 00:00:00 | 1505 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-04 00:00:00 | 1450 | OP surg at ASC facility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-04 00:00:00 | 1221 | Needs ID # | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-04 00:00:00 | 1215 | Claim status | SW | V | 25 | 10 | 25 | 25 | 15 | 100 | 2010 claim , trans to Loomis
Michelle | 2011-03-04 00:00:00 | 1159 | Requested new ID card | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Q'd new ID card
Michelle | 2011-03-04 00:00:00 | 1142 | Verify coverage/op surgery | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-04 00:00:00 | 1630 | COB Letter | SW | M |  |  |  |  |  | 0 | Just told them what to do
[NAME] | 2011-03-04 00:00:00 | 1619 | COB Letter | SW | M |  |  |  |  |  | 0 | Your fax is to busy
[NAME] | 2011-03-04 00:00:00 | 1607 | COB Letter | SW | M |  |  |  |  |  | 0 | Just told them what to do
[NAME] | 2011-03-04 00:00:00 | 1552 | COB Letter | SW | M |  |  |  |  |  | 0 | Just told them what to do
[NAME] | 2011-03-04 00:00:00 | 1529 | Want EOB for claims | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Sent EOB
[NAME] | 2011-03-04 00:00:00 | 1323 | COB Letter | SW | M |  |  |  |  |  | 0 | Just told them what to do
[NAME] | 2011-03-04 00:00:00 | 1322 | Can you tell me my ded met? | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Updated phone #
[NAME] | 2011-03-04 00:00:00 | 1255 | 2010 Eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100 | Referred to Loomis
[NAME] | 2011-03-04 00:00:00 | 1246 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Just told them what to do
[NAME] | 2011-03-04 00:00:00 | 1242 | VSP phone # | SW | M |  |  |  |  |  | 0 | Gave # to VSP & transferred
[NAME] | 2011-03-04 00:00:00 | 1050 | Need address to send claims | SW | V |  |  |  |  |  |  | Gave address
[NAME] | 2011-03-04 00:00:00 | 825 | COB letter | SW | M |  |  |  |  |  |  | Just told them what to do
Shelley | 2011-03-04 00:00:00 | 837 | Verify benefits/coverage | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-04 00:00:00 | 1023 | HO call misdirected | HO | M | 25 | 10 | 25 | 25 | 15 | 100 | Q'd new ID card
Shelley | 2011-03-04 00:00:00 | 1031 | Termination of Pregnancy | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-04 00:00:00 | 1056 | [NAME] | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-04 00:00:00 | 1343 | Claim status | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-04 00:00:00 | 1420 | [NAME] | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-04 00:00:00 | 1502 | [NAME] | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-04 00:00:00 | 737 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-04 00:00:00 | 809 | COB Letter, waste of time and $$ | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Back on CUP, red tape and run around!
Shelley | 2011-03-04 00:00:00 | 821 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-04 00:00:00 | 824 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-04 00:00:00 | 850 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-04 00:00:00 | 923 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-04 00:00:00 | 1041 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-04 00:00:00 | 1150 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-07 00:00:00 | 1430 | Verify coverage and ID# | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-07 00:00:00 | 1243 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-07 00:00:00 | 1624 | COB Letter | SW | M |  |  |  |  |  |  | Just gave information
Michelle | 2011-03-07 00:00:00 | 1533 | COB Letter | SW | M |  |  |  |  |  |  | Just gave information
Michelle | 2011-03-07 00:00:00 | 1459 | Sawyer, Colleen 11/20/67 Wanted EOBs sent | SW | M | 0 | 10 | 25 | 25 | 15 | 75 | No privacy issues verified |  | F1303072302500001004.wav | 253 | 2011-03-08 00:00:00
Michelle | 2011-03-07 00:00:00 | 1427 | COB Letter | SW | M |  |  |  |  |  |  | Just gave information
Michelle | 2011-03-07 00:00:00 | 931 | COB Letter | SW | M |  |  |  |  |  |  | Just gave information, told member Yes to give dental ins.
Michelle | 2011-03-07 00:00:00 | 849 | COB Letter | SW | M |  |  |  |  |  |  | Just gave information
Michelle | 2011-03-07 00:00:00 | 1453 | Verify coverage/benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-07 00:00:00 | 1447 | HO call misdirected |  |  |  |  |  |  |  |  | Trans to MS line
Michelle | 2011-03-07 00:00:00 | 1401 | EDI Issue | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-07 00:00:00 | 1235 | Requested copy of EOB | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-07 00:00:00 | 1014 | Verify coverage/benefits for OP Surg | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-07 00:00:00 | 1010 | Medical Vision Benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-07 00:00:00 | 925 | EDI Issue | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-07 00:00:00 | 818 | Dental Benefits | SW | V |  |  |  |  |  | 0 | Referred to Ameritus
[NAME] | 2011-03-07 00:00:00 | 1640 | Pharmacy benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Gave # to pharmacy
[NAME] | 2011-03-07 00:00:00 | 1548 | COB Letter | SW | M |  |  |  |  |  | 0 | Just gave information
[NAME] | 2011-03-07 00:00:00 | 1451 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-07 00:00:00 | 1443 | Wants copy of EOBS | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-07 00:00:00 | 1430 | DME supplies covered | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-07 00:00:00 | 1331 | [NAME] | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Updated phone #
[NAME] | 2011-03-07 00:00:00 | 1257 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-07 00:00:00 | 1112 | DME supplies covered | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-07 00:00:00 | 956 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Just gave information
[NAME] | 2011-03-07 00:00:00 | 929 | What if I need surgery, is it covered? | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-07 00:00:00 | 1502 | [NAME] benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-07 00:00:00 | 1424 | Vision Benefits | SW | V |  |  |  |  |  | 0 | Referred to VSP
[NAME] | 2011-03-07 00:00:00 | 1240 | Wheelchair repair covered? | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-07 00:00:00 | 1130 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-07 00:00:00 | 837 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-07 00:00:00 | 832 | Called for Ameritus | SW | V |  |  |  |  |  | 0 | Gave # to Ameritus
Shelley | 2011-03-07 00:00:00 | 1553 | Need ID card | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Q'd new ID card and updated phone #
Shelley | 2011-03-07 00:00:00 | 1350 | [NAME] | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-07 00:00:00 | 1341 | Need EOB | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-07 00:00:00 | 1303 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-07 00:00:00 | 1111 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-07 00:00:00 | 945 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-07 00:00:00 | 923 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-08 00:00:00 | 1528 | ODS Verifying coverage | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-08 00:00:00 | 1504 | Verify coverage/ck auth # | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-08 00:00:00 | 1212 | Internet access problems | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Continuation of previous call
Michelle | 2011-03-08 00:00:00 | 1127 | What do I need to pay OOP | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-08 00:00:00 | 1021 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Just explained the form
Michelle | 2011-03-08 00:00:00 | 1008 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Just explained the form
Michelle | 2011-03-08 00:00:00 | 853 | Coverage? | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-08 00:00:00 | 1009 | Ledbury, Amanda 07/08/72 [NAME] benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Told her that MH monies don't apply to High Ded plan. |  | F1303081816280001004.wav | 1113 | 2011-03-09 00:00:00
Michelle | 2011-03-08 00:00:00 | 1632 | Benak, Lynda, 8/20/57, Massage benefits | SW | V | 25 | 0 | 0 | 0 | 15 | 40 | No CSR |  | F1303090034280001004.wav | 1107 | 2011-03-09 00:00:00
Michelle | 2011-03-08 00:00:00 | 1518 | Checking current eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-08 00:00:00 | 1447 | ODS Verifying coverage | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-08 00:00:00 | 1150 | Deductible met? | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-08 00:00:00 | 1002 | Specialty office visit benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-08 00:00:00 | 1628 | COB Letter | SW | M |  |  |  |  |  | 0 | Just told them what to do
[NAME] | 2011-03-08 00:00:00 | 1617 | Do I need PA for specialist visit? | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-08 00:00:00 | 1545 | COB Letter | SW | M |  |  |  |  |  | 0 | Just told them what to do
[NAME] | 2011-03-08 00:00:00 | 1543 | Verified members ID #` | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-08 00:00:00 | 1533 | COB Letter | SW | M |  |  |  |  |  | 0 | Just told them what to do
[NAME] | 2011-03-08 00:00:00 | 1341 | Eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-08 00:00:00 | 1250 | HO call misdirected |  |  |  |  |  |  |  | 0 | Trans to MS line
[NAME] | 2011-03-08 00:00:00 | 1122 | Verify eligibility/speech therapy benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-08 00:00:00 | 1108 | COB Letter | SW | M |  |  |  |  |  | 0 | Just told them what to do
[NAME] | 2011-03-08 00:00:00 | 1052 | COB Letter | SW | M |  |  |  |  |  | 0 | Just told them what to do
[NAME] | 2011-03-08 00:00:00 | 1032 | Maternity Benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-08 00:00:00 | 1027 | Claims status | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-08 00:00:00 | 1024 | Claim for 2010 | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Referred to Loomis
[NAME] | 2011-03-08 00:00:00 | 1021 | Called for ID# and group # | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-08 00:00:00 | 948 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-08 00:00:00 | 852 | Requested ID card | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-08 00:00:00 | 1322 | 2010 claim | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Referred to Loomis
Shelley | 2011-03-08 00:00:00 | 1157 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Told member what to do.
Shelley | 2011-03-08 00:00:00 | 1152 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Updated phone #, Told member what to do.
Shelley | 2011-03-08 00:00:00 | 1148 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Told member what to do.
Shelley | 2011-03-08 00:00:00 | 1051 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Told member what to do.
Shelley | 2011-03-08 00:00:00 | 1015 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-08 00:00:00 | 1008 | Where am I at on my ded | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-08 00:00:00 | 1441 | [NAME] benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-08 00:00:00 | 1312 | Verify coverage and plan | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-08 00:00:00 | 928 | Claim status | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-09 00:00:00 | 1616 | How to look up claims | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-09 00:00:00 | 1447 | 72 secs of Can you hear me now? | SW | M |  |  |  |  |  | 0
Michelle | 2011-03-09 00:00:00 | 1209 | Op surg at SW facility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-09 00:00:00 | 1139 | DME benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-09 00:00:00 | 957 | Eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-09 00:00:00 | 944 | Why did we get a fatal error on paper claim | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-09 00:00:00 | 824 | DME benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-09 00:00:00 | 818 | PT / [NAME] benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-09 00:00:00 | 1452 | Verify benefits/coverage | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-09 00:00:00 | 1435 | Checking current eligibility | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-09 00:00:00 | 1327 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-09 00:00:00 | 1239 | Verify benefits/coverage | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-09 00:00:00 | 947 | Verify benefits/coverage | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-09 00:00:00 | 914 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-09 00:00:00 | 821 | OP surgery | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-09 00:00:00 | 806 | [NAME] | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-09 00:00:00 | 1118 | PT benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-09 00:00:00 | 1112 | What is my ded this year | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-09 00:00:00 | 1108 | Dr. covered? | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Update phone #
Shelley | 2011-03-09 00:00:00 | 1022 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 110 | Very poor english, great patience [NAME] | 10
Shelley | 2011-03-09 00:00:00 | 1000 | Can't get through Loomis about 2010 claim | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-09 00:00:00 | 857 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-09 00:00:00 | 754 | [NAME] | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-09 00:00:00 | 715 | COB letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-10 00:00:00 | 1240 | Verify benefits/coverage | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-10 00:00:00 | 1220 | Do I have SW ins yet? | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Still only see HO as ins.
Michelle | 2011-03-10 00:00:00 | 1216 | Moore, [NAME] 09/27/70, Wanted to appeal a claim Denial | SW | V | 25 | 10 | 25 | 0 | 15 | 75 | When a claim is denied payment for any reason and a vendor wants to appeal that denial.  A report is taken and given to Roberta to review.  Only members can appeal lack of authorization. |  | F1303102023440001004.wav | 305 | 2011-03-11 00:00:00
Michelle | 2011-03-10 00:00:00 | 951 | Where should I get my lab work done? | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-10 00:00:00 | 1007 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-10 00:00:00 | 1655 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-10 00:00:00 | 1344 | DME benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-10 00:00:00 | 1102 | What kind of plan is the SW plan? | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-10 00:00:00 | 1042 | DME equipment | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-10 00:00:00 | 1455 | Rehab benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-10 00:00:00 | 1240 | Where do we send the bill. | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-10 00:00:00 | 1050 | Verify benefits/coverage | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-10 00:00:00 | 1046 | Deductible met? | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-10 00:00:00 | 1005 | HO call misdirected | NHO | M |  |  |  |  |  | 0 | Directed to DSHS
Shelley | 2011-03-10 00:00:00 | 1320 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-10 00:00:00 | 1128 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-10 00:00:00 | 1046 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-10 00:00:00 | 1041 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-10 00:00:00 | 937 | Where do we find EOB? | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Explained website
Shelley | 2011-03-10 00:00:00 | 833 | What do I need to pay OOP | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-10 00:00:00 | 1512 | Verify coverage | SW | V | 25 | 10 | 25 | 25 | 15 | 100 | Termed 12/31/10
Shelley | 2011-03-10 00:00:00 | 1200 | Does this OP surgery need pre-auth? | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-11 00:00:00 | 1309 | [NAME], [NAME], 10/03/74, [NAME] | SW | V | 25 | 0 | 0 | 0 | 15 | 40 | No CSR |  | F1303112110580001003.wav | 956 | 2011-03-15 00:00:00
[NAME] | 2011-03-11 00:00:00 | 1229 | [NAME] | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-11 00:00:00 | 1529 | COB letter | SW | M |  |  |  |  |  | 0 | Just told them what to do
Michelle | 2011-03-11 00:00:00 | 1225 | [NAME], [NAME], 3/10/65, [NAME] | SW | V | 25 | 0 | 0 | 0 | 15 | 40 | No CSR |  | F1303112029280001004.wav | 145 | 2011-03-15 00:00:00
Michelle | 2011-03-11 00:00:00 | 1220 | Member wants COC | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Term 1/31/11
Michelle | 2011-03-11 00:00:00 | 1158 | Courture, [NAME] EOBs | SW | M | 0 | 0 | 0 | 0 | 15 | 15 | No CSR no verification |  | F1303112004000001004.wav | 154 | 2011-03-15 00:00:00
Michelle | 2011-03-11 00:00:00 | 1152 | COB letter | SW | M |  |  |  |  |  | 0 | Just told them what to do
Michelle | 2011-03-11 00:00:00 | 1007 | [NAME], [NAME] covered | SW | M |  |  |  |  | 15 | 15 | Told her she would check and call back, now 15th and still no notes. |  | F1303111809310001004.wav | 159 | 2011-03-15 00:00:00
Michelle | 2011-03-11 00:00:00 | 839 | Need plan # to bill | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-11 00:00:00 | 1025 | Dermatology bill | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-11 00:00:00 | 1624 | Claim status | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-11 00:00:00 | 1501 | Claim status | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-11 00:00:00 | 1354 | Verify coverage | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-11 00:00:00 | 1144 | DME supplies covered | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-11 00:00:00 | 1137 | NHO misdirected to SW | NHO | M |  |  |  |  |  | 0 | Trans to MS line
Michelle | 2011-03-11 00:00:00 | 955 | [NAME] benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-11 00:00:00 | 914 | Are vol term pregnancy covered? | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-11 00:00:00 | 1555 | Group & ID# requested | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-11 00:00:00 | 1539 | Verify coverage | SW | V | 25 | 10 | 25 | 25 | 15 | 100 | Term 12/31/10
Shelley | 2011-03-11 00:00:00 | 1503 | Referral status | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-11 00:00:00 | 1107 | Verify coverage | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-11 00:00:00 | 1047 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-11 00:00:00 | 937 | Time span between mammograms | SW | V |  |  |  |  | 15 | 15
Shelley | 2011-03-11 00:00:00 | 903 | Mental Health Claims | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-11 00:00:00 | 1016 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-11 00:00:00 | 1521 | Claim status | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-14 00:00:00 | 1721 | Claim status | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-14 00:00:00 | 1626 | Claim questions | SW | V |  |  |  |  |  |  | Trans to [NAME]
[NAME] | 2011-03-14 00:00:00 | 1119 | Verify eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-14 00:00:00 | 1624 | Referral status | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-14 00:00:00 | 1607 | Called us in error | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-14 00:00:00 | 1558 | [NAME] | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-14 00:00:00 | 1545 | Got fatal error report | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-14 00:00:00 | 1507 | 2010 Loomis | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Referred to Loomis
Michelle | 2011-03-14 00:00:00 | 1500 | Calling for First Choice's address | SW | M |  |  |  |  |  | 100 | Verified address
Michelle | 2011-03-14 00:00:00 | 1450 | Verify coverage/benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Referred to KK
Michelle | 2011-03-14 00:00:00 | 1347 | Claim status | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-14 00:00:00 | 1336 | How much DED has been met? | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-14 00:00:00 | 1224 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-14 00:00:00 | 1205 | [NAME] benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-14 00:00:00 | 1201 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-14 00:00:00 | 1151 | COB Letter | SW | M |  |  |  |  |  | 100 | Just told what to do.
Michelle | 2011-03-14 00:00:00 | 1118 | COB Letter | SW | M |  |  |  |  |  | 100 | Just told what to do.
Michelle | 2011-03-14 00:00:00 | 1117 | COB Letter | SW | M |  |  |  |  |  | 100 | Just told what to do.
Michelle | 2011-03-14 00:00:00 | 1110 | COB Letter | SW | M |  |  |  |  |  | 100 | Just told what to do.
Michelle | 2011-03-14 00:00:00 | 1027 | Needs ID card, UC benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-14 00:00:00 | 956 | Called to verify employment | SW |  |  |  |  |  |  | 100
Michelle | 2011-03-14 00:00:00 | 945 | Referral status | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-14 00:00:00 | 915 | Bariatric surgery benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-14 00:00:00 | 907 | Is a certain doc a preferred provider | SW | M |  |  |  |  |  | 100 | Referred to First Health
Michelle | 2011-03-14 00:00:00 | 823 | [NAME] benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-14 00:00:00 | 1053 | Getting coding errors | SW | V | 25 | 10 | 25 | 25 | 15 | 100 | Referred to [NAME]
Shelley | 2011-03-14 00:00:00 | 1044 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-14 00:00:00 | 1223 | Ultrasound Benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-14 00:00:00 | 911 | Specialty office visit benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-14 00:00:00 | 1356 | [NAME] | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-14 00:00:00 | 1312 | Verified benefits/eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-14 00:00:00 | 1304 | Verified benefits/eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-14 00:00:00 | 1048 | Verified benefits/eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-14 00:00:00 | 1017 | What are the best pharmacies to use? | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-14 00:00:00 | 905 | Verified benefits/eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-14 00:00:00 | 845 | Verified benefits/eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-15 00:00:00 | 1716 | PT benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-15 00:00:00 | 1712 | Need pharmacy BIN# | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-15 00:00:00 | 1226 | Claim status | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-15 00:00:00 | 1223 | Claim status | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-15 00:00:00 | 1139 | Claim status | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-15 00:00:00 | 1217 | Verified benefits/eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-15 00:00:00 | 1214 | Vision Benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | VSP
Michelle | 2011-03-15 00:00:00 | 1026 | Requested EOB be sent | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-15 00:00:00 | 933 | Colonoscopy benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-15 00:00:00 | 1638 | EDI Issue | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-15 00:00:00 | 1623 | Wants copy of EOBS | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-15 00:00:00 | 1137 | How much DED has been met? | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-15 00:00:00 | 1056 | OP speech therapy | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-15 00:00:00 | 822 | Verified benefits/eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-15 00:00:00 | 1047 | Are breast pumps covered? | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-15 00:00:00 | 847 | Verified coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-15 00:00:00 | 1636 | Verified coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-15 00:00:00 | 1554 | Fatal error report | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-15 00:00:00 | 1342 | Verified coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-15 00:00:00 | 1238 | [NAME] | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-15 00:00:00 | 1033 | Verified coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-15 00:00:00 | 936 | [NAME] | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-15 00:00:00 | 822 | PT benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-15 00:00:00 | 1438 | [NAME] | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-15 00:00:00 | 1144 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-15 00:00:00 | 1041 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-15 00:00:00 | 1539 | COB Letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-15 00:00:00 | 1201 | Needs ID# to go to doc. | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-15 00:00:00 | 1127 | Needs new ID card | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Q'd ID card
[NAME] | 2011-03-16 00:00:00 | 1855 | Want a new doc. | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-16 00:00:00 | 1316 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-16 00:00:00 | 1123 | [NAME] | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-16 00:00:00 | 1109 | [NAME] | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-16 00:00:00 | 1628 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-16 00:00:00 | 1450 | Wanted copy of EOB | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-16 00:00:00 | 1448 | Edwards, [NAME] 06/24/71  Trying to pull member upon website | SW | V | 25 | 0 | 0 | 0 | 15 | 40 | No CSR |  | F1303162150230001004.wav | 1027 | 2011-03-22 00:00:00
Michelle | 2011-03-16 00:00:00 | 1424 | Checking current eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100 | Term 12/31/10
Michelle | 2011-03-16 00:00:00 | 1338 | PT benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-16 00:00:00 | 1333 | HO call misdirected | HO | M |  |  |  |  |  | 100 | Trans to MS line
Michelle | 2011-03-16 00:00:00 | 1219 | Explained HD plan to member | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-16 00:00:00 | 1210 | [NAME] benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-16 00:00:00 | 1207 | Checking to see if providered is contracted | SW | M |  |  |  |  | 15 | 100 | Gave her # to First Choice
Michelle | 2011-03-16 00:00:00 | 1145 | Lewis, Elaine 7/15/46 Claim Denial | SW | V | 25 | 0 | 0 | 0 | 15 | 100 | No CSR |  | F1303161851470001004.wav | 1055 | 2011-03-22 00:00:00
Michelle | 2011-03-16 00:00:00 | 1016 | DME/CPAP supplies | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-16 00:00:00 | 952 | Claim status | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-16 00:00:00 | 920 | Benefit questions | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Referred to Ameritus & VSP
[NAME] | 2011-03-17 00:00:00 | 1753 | Pharmacy benefits | SW | V |  |  |  |  |  | 0 | Trans to pharmacy
Michelle | 2011-03-17 00:00:00 | 1615 | Dialysis treatment Oon | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-17 00:00:00 | 1611 | Where do we send claims | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-17 00:00:00 | 1607 | Call for Outabong | SW | M | 25 | 10 | 25 | 25 | 15 | 100 | Trans to OP
Michelle | 2011-03-17 00:00:00 | 1429 | Wants ID card | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-17 00:00:00 | 1227 | Claim status | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-17 00:00:00 | 1212 | Verify coverage/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-17 00:00:00 | 1004 | Claim status | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-17 00:00:00 | 945 | Colonoscopy benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-17 00:00:00 | 924 | EOB letter | SW | M |  |  |  |  |  |  | Just told what to do.
Michelle | 2011-03-17 00:00:00 | 912 | Claims status | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-17 00:00:00 | 1647 | Where can I get my scooter/wheelchair | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-17 00:00:00 | 1507 | Verify benefits/coverage | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-17 00:00:00 | 1310 | Is oral desensitation covered | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-17 00:00:00 | 1249 | [NAME] benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-17 00:00:00 | 1230 | Need ID# and Grp# | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-17 00:00:00 | 1103 | Claim appeal | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-17 00:00:00 | 1033 | Verify coverage | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-17 00:00:00 | 1103 | Checking on claim status | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-17 00:00:00 | 1230 | Needs group number | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-17 00:00:00 | 1249 | Checking on benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-17 00:00:00 | 1310 | Checking on benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-17 00:00:00 | 1507 | Checking on benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-17 00:00:00 | 1647 | Checking on benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-17 00:00:00 | 1520 | Needs new ID card | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-17 00:00:00 | 1139 | Needs a PCP | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-17 00:00:00 | 1028 | Checking on benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-17 00:00:00 | 1007 | COC letter | SW | M |  |  |  |  |  | 0 | Just told them what to do
Shelley | 2011-03-17 00:00:00 | 921 | COC letter | SW | M |  |  |  |  |  | 0 | Just told them what to do
Shelley | 2011-03-17 00:00:00 | 917 | Checking on claim | SW | V | 25 | 10 | 25 | 0 | 15 | 75 | Incorrect claim attached to CSR |  | F1303171618480001014.wav | 228 | 2011-03-24 00:00:00
Shelley | 2011-03-17 00:00:00 | 1101 | Needs new ID card | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-17 00:00:00 | 1409 | Checking on benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-17 00:00:00 | 1048 | Checking on group # | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-17 00:00:00 | 1039 | Checking on group # | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-17 00:00:00 | 938 | Checking on eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-17 00:00:00 | 1322 | Checking on claim | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-17 00:00:00 | 1329 | Checking on claims | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-18 00:00:00 | 1319 | Needs ins card | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-18 00:00:00 | 1117 | Checking on DME | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-18 00:00:00 | 1444 | Checking on claim | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-18 00:00:00 | 1141 | Checking on network | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-18 00:00:00 | 1134 | Checking on claims | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-18 00:00:00 | 1029 | Checking on benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-18 00:00:00 | 737 | Checking on eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-18 00:00:00 | 1543 | Checking on benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-18 00:00:00 | 1354 | Checking on alternative care | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-18 00:00:00 | 1120 | Checking on chiro benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-18 00:00:00 | 959 | COC letter | SW | M |  |  |  |  |  | 0 | Just told them what to do
Michelle | 2011-03-18 00:00:00 | 1430 | Checking on a 2010 claim | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-18 00:00:00 | 1208 | Checking on benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-18 00:00:00 | 1009 | Needs billing address | SW | V |  |  |  |  |  | 0 | Provided information w/o looking up member
Michelle | 2011-03-18 00:00:00 | 1001 | Received fatal report | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-18 00:00:00 | 853 | Checking on claim | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-28 00:00:00 | 1553 | Checking on multiple claims | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-28 00:00:00 | 1250 | Checking on DME benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-28 00:00:00 | 1544 | Checking on claim | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-28 00:00:00 | 1354 | Checking on multiple claims | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-28 00:00:00 | 1207 | Questions about billing | SW | M | 25 | 10 | 25 | 25 | 0 | 85 | Hold time was almost 3 minutes |  | F1303281913410001004.wav | 504 | 2011-03-29 00:00:00
Michelle | 2011-03-28 00:00:00 | 1135 | Checking on PA requirements | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-28 00:00:00 | 1120 | Checking on claim status | SW | V | 25 | 10 | 25 | 0 | 15 | 75 | Desc line has wrong DOS/claim is not attached to CSR |  | F1303281823470001004.wav | 515 | 2011-03-29 00:00:00
Michelle | 2011-03-28 00:00:00 | 1016 | Checking on benefits | SW | M | 25 | 10 | 25 | 25 | 0 | 85 | Hold time was over 3 minutes |  | F1303281726120001004.wav | 528 | 2011-03-29 00:00:00
Michelle | 2011-03-28 00:00:00 | 1012 | Checking on eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-28 00:00:00 | 957 | Checking on claim status | SW | V | 25 | 10 | 25 | 0 | 15 | 75 | Desc line needs claim amount/claim is not attached to CSR |  | F1303281659380001004.wav | 535 | 2011-03-29 00:00:00
Michelle | 2011-03-28 00:00:00 | 948 | Checking on benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-28 00:00:00 | 925 | Checking on denied claims | SW | M | 0 | 10 | 25 | 0 | 15 | 50 | Caller not authorized/incorrect info provided |  | F1303281630040001004.wav | 1013 | 2011-03-30 00:00:00
Michelle | 2011-03-28 00:00:00 | 918 | Requesting COC | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-28 00:00:00 | 809 | Checking on claim | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-28 00:00:00 | 1525 | Checking on claims | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-28 00:00:00 | 1304 | COC letter | SW | M | 0 | 0 | 0 | 0 | 15 | 15 | HD plan and kids have OIC? |  | F1303282006310001014.wav | 1152 | 2011-03-30 00:00:00
Shelley | 2011-03-28 00:00:00 | 1547 | Checking on benefits/providers | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-28 00:00:00 | 1131 | Checking on claim | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-28 00:00:00 | 1048 | Checking on claim | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-28 00:00:00 | 1428 | Called for  Kathy | SW | V |  |  |  |  |  |  | Transferred to Kathy
[NAME] | 2011-03-29 00:00:00 | 1052 | Checking on benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-29 00:00:00 | 1111 | Checking on eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-29 00:00:00 | 925 | Checking on eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-29 00:00:00 | 1143 | Checking on claims | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-29 00:00:00 | 1118 | COC letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-29 00:00:00 | 1629 | Checking on chiro benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-29 00:00:00 | 1554 | Checking on claim | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-29 00:00:00 | 1509 | Checking on DME benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-29 00:00:00 | 1356 | Checking on benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-29 00:00:00 | 1228 | Checking on claim | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-29 00:00:00 | 1044 | Checking on claim | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-29 00:00:00 | 950 | Wrong # | SW |  |  |  |  |  |  |  | Wrong #
Michelle | 2011-03-29 00:00:00 | 947 | Checking on eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-29 00:00:00 | 835 | Checking on benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-30 00:00:00 | 1533 | Checkin on claim | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-30 00:00:00 | 1355 | COC letter | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-30 00:00:00 | 1436 | Checking on claim | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-30 00:00:00 | 1338 | Checking on eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-30 00:00:00 | 1228 | Checking on eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-30 00:00:00 | 1057 | Needs a new ID card | SW | M | 25 | 10 | 0 | 0 | 15 | 50 | NO CSR |  | F1303301758520001004.wav | 1200 | 2011-03-31 00:00:00
Michelle | 2011-03-30 00:00:00 | 822 | I'm not getting EOB's | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-30 00:00:00 | 1637 | Checking on 2010 claim | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-30 00:00:00 | 1602 | Checking on benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-30 00:00:00 | 1458 | Checking on claim | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-30 00:00:00 | 1334 | Checking on eligibility/PA | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-30 00:00:00 | 1450 | Needs a new ID card | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-30 00:00:00 | 1429 | Checking on eligibility | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-30 00:00:00 | 1357 | Checking on maternity benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-30 00:00:00 | 928 | Checking on deductible amounts | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-30 00:00:00 | 924 | Checking on claims | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-30 00:00:00 | 1703 | Call for Outabong/[NAME] | SW | M | 0 | 0 | 0 | 0 | 0 | 0 | Notes in system-could have been addressed
[NAME] | 2011-03-30 00:00:00 | 1630 | Checking on claims | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-30 00:00:00 | 1337 | Calling for [NAME] | SW | V |  |  |  |  |  |  | Transferred to [NAME]
[NAME] | 2011-03-30 00:00:00 | 1125 | Calling for benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-30 00:00:00 | 1119 | Checking on elig/benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-31 00:00:00 | 1140 | Checking on benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-31 00:00:00 | 1548 | Checking on a claim | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Shelley | 2011-03-31 00:00:00 | 1042 | Checking on benefits/deductible | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-31 00:00:00 | 857 | Wrong # | SW |  |  |  |  |  |  |  | Transferred to CUP
Michelle | 2011-03-31 00:00:00 | 904 | Checking on benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-31 00:00:00 | 1018 | Checking on claims | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-31 00:00:00 | 1123 | Checking on benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-31 00:00:00 | 1140 | Checking on generic info | SW | V |  |  |  |  | 15 | 15 | Info provided
Michelle | 2011-03-31 00:00:00 | 1216 | Checking on benefits | SW | M | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-31 00:00:00 | 1431 | Checking on claims | SW | V | 25 | 10 | 25 | 25 | 15 | 100
Michelle | 2011-03-31 00:00:00 | 1657 | Checking on benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-31 00:00:00 | 1334 | Checking on benefits | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-31 00:00:00 | 1527 | How much DED has been met? | SW | V | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-31 00:00:00 | 1628 | Getting a bill for 2010 claims | SW | M | 0 | 0 | 0 | 0 | 15 | 15 | Medicare ? /no [NAME]/no csr |  | F1303312331090001005.wav | 407 | 2011-04-01 00:00:00
[NAME] | 2011-03-31 00:00:00 | 1640 | Getting a bill/no claim | SW | M | 25 | 10 | 25 | 25 | 15 | 100
[NAME] | 2011-03-31 00:00:00 | 1714 | Checking on multiple claims | SW | V | 25 | 10 | 25 | 25 | 15 | 100