call 3

0:04

S… Speaker 2 (call 3)

Oh, hi.

0:05

S… Speaker 2 (call 3)

Good afternoon.

0:06

S… Speaker 2 (call 3)

Thank you for calling UnitedHealthcare.

0:08

S… Speaker 2 (call 3)

My name is Joy,

0:09

S… Speaker 2 (call 3)

and I'm speaking with Tammy Smith.

0:13

S… Speaker 1 (call 3)

Yes.

0:15

S… Speaker 1 (call 3)

Hi,

0:17

S… Speaker 2 (call 3)

Ms. Tammy.

0:17

S… Speaker 2 (call 3)

Good afternoon to you,

0:18

S… Speaker 1 (call 3)

dear.

0:19

S… Speaker 2 (call 3)

How are you?

0:19

S… Speaker 3 (call 3)

I'm doing okay.

0:22

S… Speaker 3 (call 3)

I need to get a price on my prescription that we're sending today.

0:26

S… Speaker 1 (call 3)

Oh,

0:28

S… Speaker 2 (call 3)

sure. We are going to check that.

0:30

S… Speaker 2 (call 3)

And, Ms.

0:30

S… Speaker 2 (call 3)

Tammy, if you would mind,

0:31

S… Speaker 2 (call 3)

what is the name of the medication?

0:36

S… Speaker 3 (call 3)

I know one of them was Adware.

0:38

S… Speaker 1 (call 3)

Oh,

0:41

S… Speaker 1 (call 3)

Adware, okay.

0:42

S… Speaker 2 (call 3)

So we are going to check that for you,

0:44

S… Speaker 2 (call 3)

and we are going to check the price that was sent today,

0:46

S… Speaker 2 (call 3)

okay? So let me pull up your account in here.

0:49

S… Speaker 3 (call 3)

So,

0:50

S… Speaker 2 (call 3)

Ms. Tammy, first of all,

0:52

S… Speaker 2 (call 3)

I would like to thank you for verifying your information

0:56

S… Speaker 2 (call 3)

through our automated system.

0:58

S… Speaker 2 (call 3)

Let's go ahead and let me pull up your account right now.

1:02

S… Speaker 2 (call 3)

Wait for a moment,

1:03

S… Speaker 1 (call 3)

okay?

1:03

S… Speaker 2 (call 3)

Hold on.

1:07

S… Speaker 3 (call 3)

The doctor said it was $100 for three months,

1:10

S… Speaker 3 (call 3)

but I need to verify that.

1:14

S… Speaker 1 (call 3)

Of course.

1:15

S… Speaker 2 (call 3)

It's very important to verify that.

1:17

S… Speaker 2 (call 3)

So wait for a moment,

1:19

S… Speaker 1 (call 3)

okay?

1:19

S… Speaker 1 (call 3)

Sure.

1:21

S… Speaker 2 (call 3)

Thank you very much,

1:23

S… Speaker 2 (call 3)

Ms. Tammy.

1:25

S… Speaker 2 (call 3)

Okay, you've already pulled up your account already,

1:27

S… Speaker 2 (call 3)

so you're going to check the price of AdBear that was sent to UnitedHealthcare.

1:32

S… Speaker 2 (call 3)

And just to inform you also,

1:33

S… Speaker 2 (call 3)

darling, that you are also registered on

1:37

S… Speaker 2 (call 3)

the website of UnitedHealthcare,

1:39

S… Speaker 2 (call 3)

especially with our UnitedHealthcare application.

1:44

S… Speaker 2 (call 3)

So in the future,

1:45

S… Speaker 2 (call 3)

you can always check our website,

1:48

S… Speaker 2 (call 3)

which is www .medicare

1:53

S… Speaker 2 (call 3)

.uhc .com.

1:55

S… Speaker 2 (call 3)

Or much better is you can download our mobile application.

1:59

S… Speaker 1 (call 3)

Okay?

1:59

S… Speaker 3 (call 3)

Right.

2:00

S… Speaker 1 (call 3)

Thank you.

2:02

S… Speaker 2 (call 3)

So let's proceed and let's continue.

2:05

S… Speaker 2 (call 3)

So I already checked on our system in here.

2:08

S… Speaker 2 (call 3)

Oh,

2:09

S… Speaker 2 (call 3)

for today,

2:10

S… Speaker 2 (call 3)

we have three.

2:13

S… Speaker 2 (call 3)

medication in here that was sent through UnitedHealthcare,

2:18

S… Speaker 2 (call 3)

just to inform you.

2:19

S… Speaker 2 (call 3)

The first medication is the Methylpred

2:23

S… Speaker 3 (call 3)

tablet, 4 mg.

2:25

S… Speaker 2 (call 3)

That is the first one.

2:26

S… Speaker 2 (call 3)

The second one is Levofloxin

2:32

S… Speaker 2 (call 3)

tablet, abandoned mg.

2:34

S… Speaker 2 (call 3)

And the last one is Nisperiba.

2:36

S… Speaker 2 (call 3)

I think it's going to be for aerosol,

2:38

S… Speaker 3 (call 3)

right?

2:39

S… Speaker 3 (call 3)

Yes.

2:40

S… Speaker 3 (call 3)

Yeah.

2:42

S… Speaker 2 (call 3)

Okay, so that is only that three medication

2:47

S… Speaker 2 (call 3)

that was sent through UnitedHealthcare.

2:49

S… Speaker 3 (call 3)

The Advair

2:54

S… Speaker 3 (call 3)

is still in it.

2:55

S… Speaker 3 (call 3)

I'm looking at it now.

2:57

S… Speaker 1 (call 3)

Oh,

3:00

S… Speaker 2 (call 3)

really? And is that a brand drug or a

3:05

S… Speaker 2 (call 3)

generic one?

3:06

S… Speaker 3 (call 3)

It says,

3:07

S… Speaker 3 (call 3)

well,

3:08

S… Speaker 3 (call 3)

I don't know.

3:08

S… Speaker 3 (call 3)

She said I could take the generic,

3:12

S… Speaker 3 (call 3)

so.

3:29

S… Speaker 1 (call 3)

I see.

3:30

S… Speaker 2 (call 3)

I just want to ask,

3:33

S… Speaker 2 (call 3)

who is the prescribing doctor of this medication?

3:37

S… Speaker 3 (call 3)

Dr.

3:39

S… Speaker 2 (call 3)

Venturini.

3:39

S… Speaker 1 (call 3)

Oh,

3:41

S… Speaker 2 (call 3)

Ms. Andrea Venturini.

3:47

S… Speaker 2 (call 3)

Oh, I got it.

3:49

S… Speaker 2 (call 3)

And you would get this medication to the Walmart pharmacy.

3:51

S… Speaker 2 (call 3)

Am I correct?

3:52

S… Speaker 1 (call 3)

No,

3:55

S… Speaker 3 (call 3)

I have not picked up the Spiriba.

3:57

S… Speaker 3 (call 3)

The other thing from Walmart,

3:59

S… Speaker 1 (call 3)

the pill

4:04

S… Speaker 3 (call 3)

and the dose,

4:06

S… Speaker 3 (call 3)

I kept it because I had to start it today.

4:08

S… Speaker 1 (call 3)

I see.

4:10

S… Speaker 2 (call 3)

So based on our system,

4:12

S… Speaker 2 (call 3)

hold on,

4:13

S… Speaker 2 (call 3)

because I think the ad there is also under Spiriba,

4:16

S… Speaker 1 (call 3)

right?

4:18

S… Speaker 3 (call 3)

No,

4:20

S… Speaker 3 (call 3)

it shouldn't be.

4:22

S… Speaker 3 (call 3)

Pariva and Advair are two different medications.

4:26

S… Speaker 1 (call 3)

I see.

4:27

S… Speaker 2 (call 3)

But Advair is also an inhaler,

4:30

S… Speaker 1 (call 3)

right,

4:31

S… Speaker 2 (call 3)

for your asthma?

4:32

S… Speaker 3 (call 3)

Yes,

4:33

S… Speaker 3 (call 3)

they both are an inhaler,

4:35

S… Speaker 3 (call 3)

but they do two different things.

4:38

S… Speaker 1 (call 3)

I see.

4:40

S… Speaker 2 (call 3)

Because as of the moment,

4:41

S… Speaker 2 (call 3)

darling, the only three medications that we have that's from UnitedHealthcare

4:46

S… Speaker 2 (call 3)

is only for Metropred,

4:49

S… Speaker 2 (call 3)

Levoploxacin,

4:50

S… Speaker 2 (call 3)

and Esperiva.

4:56

S… Speaker 3 (call 3)

But this year is already, it's already.

5:00

S… Speaker 3 (call 3)

in your system.

5:00

S… Speaker 2 (call 3)

It says ready to fill.

5:03

S… Speaker 3 (call 3)

I'm looking at it on the website.

5:05

S… Speaker 2 (call 3)

Oh,

5:07

S… Speaker 1 (call 3)

I see.

5:08

S… Speaker 1 (call 3)

And based on our system,

5:11

S… Speaker 1 (call 3)

for Esperiba,

5:12

S… Speaker 1 (call 3)

I think this is not the one that you're talking about,

5:15

S… Speaker 1 (call 3)

but it costs $246 .88.

5:19

S… Speaker 2 (call 3)

That one I can't do.

5:22

S… Speaker 2 (call 3)

Okay.

5:26

S… Speaker 3 (call 3)

And now the Advair?

5:27

S… Speaker 1 (call 3)

As of the moment,

5:30

S… Speaker 1 (call 3)

beer, we only have three medications in a year.

5:34

S… Speaker 1 (call 3)

but there's no any specific ad bear.

5:37

S… Speaker 2 (call 3)

This was not sent in

5:41

S… Speaker 1 (call 3)

today.

5:41

S… Speaker 3 (call 3)

The ad bear's been in the system because it's ready to fill.

5:45

S… Speaker 2 (call 3)

It says ready to fill.

5:47

S… Speaker 3 (call 3)

I just don't know how much it costs.

5:50

S… Speaker 2 (call 3)

Let me check in here.

5:53

S… Speaker 1 (call 3)

So the ad bear is ready to refill.

5:56

S… Speaker 1 (call 3)

From which pharmacy,

5:57

S… Speaker 1 (call 3)

if you would mind?

5:58

S… Speaker 2 (call 3)

From yours,

6:00

S… Speaker 3 (call 3)

the Optimum.

6:01

S… Speaker 2 (call 3)

Oh,

6:03

S… Speaker 1 (call 3)

the Optimum Rx Home Delivery,

6:05

S… Speaker 1 (call 3)

right?

6:07

S… Speaker 1 (call 3)

Yes.

6:07

S… Speaker 2 (call 3)

Okay.

6:09

S… Speaker 1 (call 3)

So hold on.

6:10

S… Speaker 1 (call 3)

I need to contact them,

6:11

S… Speaker 1 (call 3)

and I'm going to ask them how much will be the price,

6:14

S… Speaker 1 (call 3)

okay?

6:14

S… Speaker 2 (call 3)

Okay.

6:16

S… Speaker 2 (call 3)

Thank you.

6:17

S… Speaker 1 (call 3)

And the only thing that you must need to do right now,

6:19

S… Speaker 1 (call 3)

Miss Tammy,

6:20

S… Speaker 1 (call 3)

is stay on the line with me,

6:22

S… Speaker 1 (call 3)

don't hang up the call,

6:24

S… Speaker 1 (call 3)

and just listen only with our conversation.

6:26

S… Speaker 1 (call 3)

I just need to get that done,

6:28

S… Speaker 1 (call 3)

okay?

6:28

S… Speaker 2 (call 3)

Okay.

6:29

S… Speaker 1 (call 3)

Thank you very much,

6:30

S… Speaker 1 (call 3)

darling.

6:30

S… Speaker 1 (call 3)

Let me get the phone number.

6:32

S… Speaker 3 (call 3)

Hold on.

6:33

S… Speaker 3 (call 3)

Don't hang up the call,

6:34

S… Speaker 2 (call 3)

okay? That's okay.

6:38

S… Speaker 1 (call 3)

Thank you.

6:38

S… Speaker 1 (call 3)

And I will also provide it to you there,

6:40

S… Speaker 3 (call 3)

phone number.

6:41

S… Speaker 1 (call 3)

In case in the future,

6:43

S… Speaker 1 (call 3)

this will be the phone number that you're going to contact.

6:46

S… Speaker 1 (call 3)

Okay, let me get the phone number.

6:47

S… Speaker 2 (call 3)

Okay,

6:50

S… Speaker 1 (call 3)

OptumRx home delivery medication.

6:53

S… Speaker 3 (call 3)

Okay,

6:54

S… Speaker 1 (call 3)

I got it.

6:56

S… Speaker 1 (call 3)

Tell me if you're ready for the phone number.

6:58

S… Speaker 2 (call 3)

I am.

7:00

S… Speaker 2 (call 3)

Thank you,

7:02

S… Speaker 1 (call 3)

because it's very useful in the future.

7:04

S… Speaker 1 (call 3)

So the phone number that I'm going to dial later on is...

7:10

S… Speaker 1 (call 3)

877 -266 -4840.

7:13

S… Speaker 2 (call 3)

Got it?

7:16

S… Speaker 1 (call 3)

Okay.

7:16

S… Speaker 2 (call 3)

Yeah.

7:17

S… Speaker 1 (call 3)

Thank you.

7:18

S… Speaker 1 (call 3)

So please stay on the line with me,

7:20

S… Speaker 1 (call 3)

and I will contact this phone number to ask the question,

7:23

S… Speaker 1 (call 3)

okay?

7:23

S… Speaker 2 (call 3)

Thank you.

7:25

S… Speaker 2 (call 3)

Thank you.

7:26

S… Speaker 1 (call 3)

No problem.

7:27

S… Speaker 1 (call 3)

And by the way,

7:28

S… Speaker 1 (call 3)

before that, Ms.

7:28

S… Speaker 1 (call 3)

Tammy, I just want to ask you also,

7:30

S… Speaker 1 (call 3)

darling, have we also been...

7:33

S… Speaker 1 (call 3)

visited your doctor to do some annual check -up for this

7:37

S… Speaker 1 (call 3)

year for your physical and wellness business.

7:40

S… Speaker 1 (call 3)

I just want to ask.

7:41

S… Speaker 1 (call 3)

Oh, yes.

7:42

S… Speaker 2 (call 3)

Yes.

7:43

S… Speaker 2 (call 3)

Okay,

7:44

S… Speaker 1 (call 3)

great.

7:44

S… Speaker 1 (call 3)

It was nice to hear that you're taking an active role in your health care,

7:48

S… Speaker 1 (call 3)

which is very important.

7:50

S… Speaker 1 (call 3)

So let's proceed.

7:52

S… Speaker 3 (call 3)

All done.

7:52

S… Speaker 1 (call 3)

And by the way,

7:53

S… Speaker 1 (call 3)

I have a good news to you.

7:55

S… Speaker 1 (call 3)

Since you already completed your annual checkup for this year,

7:59

S… Speaker 1 (call 3)

I'm going to report it to your system,

8:01

S… Speaker 1 (call 3)

especially with your planning year with UnitedHealthcare,

8:05

S… Speaker 1 (call 3)

so that you will receive a $15 reward

8:10

S… Speaker 1 (call 3)

money coming from UnitedHealthcare.

8:13

S… Speaker 1 (call 3)

So let me report this one for you.

8:15

S… Speaker 2 (call 3)

Okay,

8:16

S… Speaker 3 (call 3)

thank you.

8:17

S… Speaker 1 (call 3)

You will receive money.

8:18

S… Speaker 1 (call 3)

Darling,

8:19

S… Speaker 1 (call 3)

if you would mind,

8:20

S… Speaker 1 (call 3)

I just want to ask,

8:22

S… Speaker 1 (call 3)

do you still remember the date and the month when you already visited your

8:26

S… Speaker 1 (call 3)

doctor for annual checkup for this year?

8:28

S… Speaker 2 (call 3)

Yeah,

8:30

S… Speaker 3 (call 3)

the date?

8:31

S… Speaker 3 (call 3)

Well, I don't know the exact day,

8:34

S… Speaker 2 (call 3)

but it was last

8:39

S… Speaker 2 (call 3)

month,

8:40

S… Speaker 3 (call 3)

April.

8:41

S… Speaker 2 (call 3)

April,

8:43

S… Speaker 1 (call 3)

but you're not sure about the date,

8:45

S… Speaker 1 (call 3)

right?

8:45

S… Speaker 1 (call 3)

The date?

8:46

S… Speaker 3 (call 3)

No, I don't know the exact date,

8:48

S… Speaker 1 (call 3)

no.

8:50

S… Speaker 1 (call 3)

Okay, so I will choose April first,

8:52

S… Speaker 3 (call 3)

brother.

8:52

S… Speaker 2 (call 3)

Thank you.

8:53

S… Speaker 3 (call 3)

So,

8:54

S… Speaker 2 (call 3)

yes,

8:55

S… Speaker 1 (call 3)

the rewards money will be added on your U -Card,

8:59

S… Speaker 1 (call 3)

and it will be available within 24 hours.

9:03

S… Speaker 1 (call 3)

So you will receive $15 rewards,

9:05

S… Speaker 1 (call 3)

okay?

9:05

S… Speaker 2 (call 3)

Okay.

9:07

S… Speaker 2 (call 3)

Thank you.

9:09

S… Speaker 1 (call 3)

Let's continue.

9:09

S… Speaker 1 (call 3)

And by the way,

9:11

S… Speaker 1 (call 3)

I just want to ask you also,

9:14

S… Speaker 1 (call 3)

darling,

9:17

S… Speaker 1 (call 3)

It looks like you're also eligible to have your colon cancer screening.

9:22

S… Speaker 1 (call 3)

Have you already had your colon cancer screening recently?

9:25

S… Speaker 2 (call 3)

I had one,

9:28

S… Speaker 3 (call 3)

and I'm not due for another three years.

9:30

S… Speaker 2 (call 3)

Okay.

9:32

S… Speaker 1 (call 3)

No problem,

9:33

S… Speaker 1 (call 3)

dear.

9:34

S… Speaker 1 (call 3)

So you already completed your time frame for doing your colon

9:38

S… Speaker 1 (call 3)

cancer screening.

9:39

S… Speaker 3 (call 3)

Let's go ahead, darling,

9:40

S… Speaker 1 (call 3)

and let me contact Dr.

9:41

S… Speaker 1 (call 3)

Mark's pharmacy,

9:42

S… Speaker 1 (call 3)

okay? Okay.

9:43

S… Speaker 3 (call 3)

Thank you.

9:44

S… Speaker 2 (call 3)

Okay.

9:45

S… Speaker 1 (call 3)

Don't hang up the call.

9:47

S… Speaker 2 (call 3)

Let me dial.

9:53

S… Speaker 1 (call 3)

I'm dialing right now.

10:00

S… Speaker 1 (call 3)

OptumRx,

10:00

S… Speaker 1 (call 3)

I'm Avery,

10:01

S… Speaker 1 (call 3)

your virtual assistant.

10:03

S… Speaker 1 (call 3)

Your call may be monitored or recorded for quality purposes.

10:06

S… Speaker 1 (call 3)

For English,

10:07

S… Speaker 1 (call 3)

just remain on the line.

10:09

S… Speaker 2 (call 3)

Are

10:20

S… Speaker 1 (call 3)

you a member, pharmacist,

10:21

S… Speaker 1 (call 3)

or provider?

10:22

S… Speaker 3 (call 3)

I want to speak with a representative.

10:26

S… Speaker 2 (call 3)

I

10:31

S… Speaker 1 (call 3)

didn't catch that.

10:31

S… Speaker 1 (call 3)

To get you to the right place,

10:33

S… Speaker 1 (call 3)

I need to know who you are.

10:34

S… Speaker 1 (call 3)

You can say a member or press one.

10:42

S… Speaker 1 (call 3)

For security purposes,

10:43

S… Speaker 1 (call 3)

I just need to verify a few things first.

10:45

S… Speaker 1 (call 3)

Please say your date of birth.

10:48

S… Speaker 3 (call 3)

November 27,

10:51

S… Speaker 3 (call 3)

1970.

10:53

S… Speaker 2 (call 3)

And

10:59

S… Speaker 1 (call 3)

what's your zip code?

11:00

S… Speaker 3 (call 3)

32344.

11:04

S… Speaker 2 (call 3)

Got

11:12

S… Speaker 1 (call 3)

it. Thanks for confirming your identity.

11:14

S… Speaker 2 (call 3)

In

11:19

S… Speaker 1 (call 3)

a few words, tell me why you're calling today.

11:21

S… Speaker 3 (call 3)

I want to speak with the representative.

11:27

S… Speaker 1 (call 3)

Okay.

11:28

S… Speaker 1 (call 3)

To get you to the right place,

11:30

S… Speaker 1 (call 3)

can you tell me the reason for your call?

11:32

S… Speaker 1 (call 3)

You can say things like refill a prescription or...

11:35

S… Speaker 1 (call 3)

I didn't catch that.

11:38

S… Speaker 1 (call 3)

You can say prescription refills or press 1.

11:40

S… Speaker 1 (call 3)

Say order status or press 2.

11:42

S… Speaker 1 (call 3)

Say prior authorization or press 3.

11:45

S… Speaker 3 (call 3)

Okay.

11:46

S… Speaker 1 (call 3)

Prescription refill.

11:47

S… Speaker 1 (call 3)

I'm able to help you with that if you like.

11:49

S… Speaker 1 (call 3)

And it may be faster than talking to an agent.

11:51

S… Speaker 1 (call 3)

Would you like me to help you?

11:54

S… Speaker 3 (call 3)

No, I want to speak with a live representative,

11:57

S… Speaker 3 (call 3)

please.

11:57

S… Speaker 3 (call 3)

Thank you very much.

11:59

S… Speaker 2 (call 3)

I didn't catch that.

12:02

S… Speaker 1 (call 3)

I'm able to help you with that if you like,

12:04

S… Speaker 1 (call 3)

and it may be faster than talking to an agent.

12:07

S… Speaker 1 (call 3)

Would you like me to help you?

12:08

S… Speaker 2 (call 3)

No,

12:09

S… Speaker 3 (call 3)

I want to speak with the representative.

12:11

S… Speaker 2 (call 3)

Let's

12:15

S… Speaker 1 (call 3)

get someone help.

12:16

S… Speaker 2 (call 3)

Thank you.

12:19

S… Speaker 2 (call 3)

Would you be willing to take a

12:23

S… Speaker 1 (call 3)

brief survey at the end of this call?

12:24

S… Speaker 2 (call 3)

No.

12:30

S… Speaker 1 (call 3)

If you have an online account,

12:32

S… Speaker 1 (call 3)

you may be able to sign in to chat with an agent,

12:35

S… Speaker 1 (call 3)

find answers to your most frequently asked questions,

12:38

S… Speaker 1 (call 3)

check medication pricing,

12:39

S… Speaker 1 (call 3)

and much more.

12:40

S… Speaker 1 (call 3)

Save time by going online today.

12:43

S… Speaker 2 (call 3)

Please

12:49

S… Speaker 1 (call 3)

hold for the next available customer service representative.

12:51

S… Speaker 2 (call 3)

Remember,

13:23

S… Speaker 1 (call 3)

you may log in to your account online to refill prescriptions,

13:26

S… Speaker 1 (call 3)

check orders,

13:27

S… Speaker 1 (call 3)

status, and more.

13:28

S… Speaker 1 (call 3)

Thank you for continuing to hold.

14:16

S… Speaker 1 (call 3)

Hello,

14:17

S… Speaker 1 (call 3)

good afternoon.

14:18

S… Speaker 1 (call 3)

Thank you so much for patiently waiting on the

14:22

S… Speaker 1 (call 3)

line.

14:22

S… Speaker 1 (call 3)

And my name is Rob,

14:24

S… Speaker 1 (call 3)

and I'll be your pharmacy personal service advocate.

14:28

S… Speaker 1 (call 3)

Can I have your first announcement,

14:30

S… Speaker 1 (call 3)

please?

14:31

S… Speaker 2 (call 3)

Oh, sure.

14:32

S… Speaker 3 (call 3)

Bob, my name is Joy,

14:34

S… Speaker 3 (call 3)

and my first initial chemo last name will be a sense vector.

14:37

S… Speaker 3 (call 3)

And the reason why I'm calling right now,

14:41

S… Speaker 3 (call 3)

because I have my member on the line.

14:43

S… Speaker 3 (call 3)

And don't you worry,

14:44

S… Speaker 3 (call 3)

I only have very basic and easy question for you.

14:48

S… Speaker 3 (call 3)

We only need to know the price of the AdBear medication for

14:53

S… Speaker 3 (call 3)

the refill.

14:54

S… Speaker 2 (call 3)

That's all.

14:55

S… Speaker 2 (call 3)

Joy,

14:57

S… Speaker 1 (call 3)

what department are you calling from?

15:00

S… Speaker 2 (call 3)

Oh, I am from United Health Care Member Services under Medicare Advantage

15:05

S… Speaker 1 (call 3)

Plan.

15:05

S… Speaker 5 (call 3)

As far as I know,

15:08

S… Speaker 3 (call 3)

based on the knowledge,

15:10

S… Speaker 3 (call 3)

Joy, you are also responsible to check the call page for the

15:14

S… Speaker 4 (call 3)

mail order.

15:14

S… Speaker 3 (call 3)

You can check it?

15:16

S… Speaker 1 (call 3)

Yes.

15:17

S… Speaker 1 (call 3)

Yes.

15:17

S… Speaker 2 (call 3)

To be honest with you,

15:18

S… Speaker 2 (call 3)

Mr. Bob,

15:19

S… Speaker 2 (call 3)

this medication,

15:21

S… Speaker 2 (call 3)

by the way, is really easy to,

15:23

S… Speaker 2 (call 3)

not to refill,

15:25

S… Speaker 2 (call 3)

I mean ready to refill.

15:26

S… Speaker 2 (call 3)

That is what my member said to me.

15:28

S… Speaker 2 (call 3)

And within our system,

15:29

S… Speaker 2 (call 3)

we only have three medications that were sent to UnitedHealthcare.

15:34

S… Speaker 2 (call 3)

That's why we are asking the price because my member

15:38

S… Speaker 2 (call 3)

said that this refill is going to your Optumarx home delivery.

15:44

S… Speaker 3 (call 3)

Yeah, I understand,

15:45

S… Speaker 3 (call 3)

Joy, but you are from UnitedHealthcare,

15:48

S… Speaker 3 (call 3)

right? As far as I know,

15:51

S… Speaker 3 (call 3)

you are also responsible to check the co -pay,

15:53

S… Speaker 3 (call 3)

regardless if a milk order or to a local pharmacy,

15:57

S… Speaker 1 (call 3)

though.

15:58

S… Speaker 3 (call 3)

Then how come you are calling with optimal rest?

16:01

S… Speaker 1 (call 3)

Okay,

16:02

S… Speaker 2 (call 3)

so I just want to ask,

16:05

S… Speaker 2 (call 3)

if the ad day medication is ready to refill,

16:08

S… Speaker 2 (call 3)

is that okay with you to ask?

16:11

S… Speaker 7 (call 3)

Okay.

16:12

S… Speaker 3 (call 3)

That's fine.

16:13

S… Speaker 5 (call 3)

No worries.

16:14

S… Speaker 3 (call 3)

What is the member ID number,

16:16

S… Speaker 3 (call 3)

please, Joy,

16:17

S… Speaker 3 (call 3)

so I can pull up the account again.

16:19

S… Speaker 4 (call 3)

Okay,

16:20

S… Speaker 1 (call 3)

thank you.

16:20

S… Speaker 2 (call 3)

It's 963 -151 -293.

16:24

S… Speaker 1 (call 3)

That is perfect.

16:27

S… Speaker 3 (call 3)

And is the member calling about the AdWare

16:31

S… Speaker 3 (call 3)

250 -50 micrograms?

16:34

S… Speaker 1 (call 3)

Yes,

16:36

S… Speaker 2 (call 3)

you got it, Joy.

16:37

S… Speaker 1 (call 3)

Okay.

16:39

S… Speaker 3 (call 3)

So upon checking,

16:40

S… Speaker 3 (call 3)

Joy, it looks like it's not time for refill yet.

16:44

S… Speaker 3 (call 3)

It is a two -centre sale.

16:46

S… Speaker 1 (call 3)

It's never been

16:50

S… Speaker 4 (call 3)

reached there.

16:51

S… Speaker 4 (call 3)

It's never been filled.

16:52

S… Speaker 4 (call 3)

The number is there.

16:55

S… Speaker 4 (call 3)

The ad sale has never been filled.

16:59

S… Speaker 1 (call 3)

Joy,

17:01

S… Speaker 3 (call 3)

next time,

17:02

S… Speaker 3 (call 3)

my advice is before you contact with Optum,

17:04

S… Speaker 3 (call 3)

make sure to confirm first so that we are the one who

17:08

S… Speaker 3 (call 3)

is supposed to discuss about it before we get to talk with a member.

17:12

S… Speaker 1 (call 3)

Mm -hmm.

17:22

S… Speaker 5 (call 3)

So how do I get

17:29

S… Speaker 1 (call 3)

help?

17:29

S… Speaker 1 (call 3)

Joy.

17:32

S… Speaker 1 (call 3)

Joy,

17:34

S… Speaker 4 (call 3)

are

17:38

S… Speaker 3 (call 3)

you still on the line?

17:39

S… Speaker 5 (call 3)

Okay,

17:42

S… Speaker 2 (call 3)

so I think is not totally good

17:46

S… Speaker 1 (call 3)

for you.

17:47

S… Speaker 2 (call 3)

So we need to get another nice representative.

17:50

S… Speaker 2 (call 3)

Is that fine with you,

17:51

S… Speaker 2 (call 3)

Ms. Tommy?

17:53

S… Speaker 4 (call 3)

Yes, that's fine with me.

17:54

S… Speaker 1 (call 3)

Yes,

17:56

S… Speaker 2 (call 3)

and I do apologize for that because when I heard,

17:58

S… Speaker 2 (call 3)

when I heard,

18:00

S… Speaker 2 (call 3)

when I heard his voice,

18:03

S… Speaker 2 (call 3)

I think there may be a good representative.

18:07

S… Speaker 2 (call 3)

So we are going to get another representative,

18:09

S… Speaker 1 (call 3)

okay?

18:09

S… Speaker 4 (call 3)

Okay,

18:10

S… Speaker 4 (call 3)

that's fine because he was giving me the runaround.

18:14

S… Speaker 2 (call 3)

That's correct because the bonus review is from the Octomar X.

18:18

S… Speaker 2 (call 3)

And our concern is very easy to be resolved,

18:22

S… Speaker 1 (call 3)

right?

18:22

S… Speaker 2 (call 3)

We are only asking how much is the price.

18:26

S… Speaker 2 (call 3)

And I just want also to ask him if the ad base is

18:30

S… Speaker 2 (call 3)

also ready to repeal.

18:31

S… Speaker 2 (call 3)

But he didn't answer my question.

18:33

S… Speaker 2 (call 3)

He's going to send me any information,

18:35

S… Speaker 2 (call 3)

something like that,

18:36

S… Speaker 2 (call 3)

et cetera, et cetera.

18:37

S… Speaker 2 (call 3)

So I'm going to dial another representative again,

18:39

S… Speaker 2 (call 3)

okay? Okay.

18:42

S… Speaker 2 (call 3)

Yes, hold on.

18:43

S… Speaker 2 (call 3)

Let me dial.

18:43

S… Speaker 2 (call 3)

And I'm hoping that the next person that we are going to get is

18:48

S… Speaker 1 (call 3)

not Bob.

18:48

S… Speaker 4 (call 3)

Let's hold on.

18:50

S… Speaker 4 (call 3)

If it is,

18:51

S… Speaker 4 (call 3)

you need to get a hold of his supervisor because that is rude.

18:55

S… Speaker 4 (call 3)

That's correct.

18:57

S… Speaker 2 (call 3)

He is being rude to us,

18:58

S… Speaker 2 (call 3)

right? So let me...

18:59

S… Speaker 2 (call 3)

We are going to find another one,

19:03

S… Speaker 2 (call 3)

and we are hoping that...

19:05

S… Speaker 2 (call 3)

We are going to find a female or a lady

19:09

S… Speaker 2 (call 3)

because they're easy to have a conversation.

19:12

S… Speaker 2 (call 3)

So let me dial again.

19:13

S… Speaker 1 (call 3)

Thank you for

19:24

S… Speaker 6 (call 3)

calling OptumRx.

19:25

S… Speaker 5 (call 3)

I'm Avery,

19:26

S… Speaker 6 (call 3)

your virtual assistant.

19:27

S… Speaker 6 (call 3)

Your call may be monitored or recorded for quality purposes.

19:31

S… Speaker 6 (call 3)

For English,

19:32

S… Speaker 6 (call 3)

just remain on the line.

19:44

S… Speaker 5 (call 3)

Are you a member,

19:45

S… Speaker 6 (call 3)

pharmacist,

19:46

S… Speaker 6 (call 3)

or provider?

19:46

S… Speaker 4 (call 3)

Member.

19:47

S… Speaker 5 (call 3)

Member.

19:49

S… Speaker 1 (call 3)

For

19:55

S… Speaker 6 (call 3)

security purposes,

19:55

S… Speaker 6 (call 3)

I just need to verify a few things first.

19:58

S… Speaker 6 (call 3)

Please say your date.

20:00

S… Speaker 1 (call 3)

of birth?

20:00

S… Speaker 2 (call 3)

November 27,

20:04

S… Speaker 3 (call 3)

1970.

20:05

S… Speaker 6 (call 3)

And

20:12

S… Speaker 4 (call 3)

what's your zip code?

20:12

S… Speaker 5 (call 3)

32344.

20:16

S… Speaker 6 (call 3)

Got

20:24

S… Speaker 4 (call 3)

it. Thanks for confirming your identity.

20:26

S… Speaker 6 (call 3)

In

20:31

S… Speaker 4 (call 3)

a few words, tell me why you're calling today.

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