Telephonic Enrollment Manual

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Aetna Telephonic Broker Enrollment

If a Beneficiary is unable to sign an application by email or RATE, they can

contact

Aetna Telephonic Broker Enrollment Team at 888-878-4082 available Mon-Fri from 8

A.M. – 8 P.M. EST. The Beneficiary will have to provide the agent’s NPN.

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Anthem Voice Signature Recording Tool

Use the link below to enter the webcast at any time. WEBCAST

LINK: https://event.on24.com/wcc/r/2255308/C1947D846E2FC0B16726EFC881B7E9E2

?partnerref=attended

Agents must first watch the Anthem Voice Signature Training Webcast. Upon

completion of the training, the agent will be emailed an Agent Access Code to access

Thank you for attending our New Anthem Voice Signature training!

Your Anthem Voice Signature Tool Access Code is ________

Anthem Telephonic Scope

Obtain recorded Scope of Appointment (SOA)

SOAs may be recorded on an outbound or inbound call. Speak with prospect on phone, inform them that they will be completing a recorded SOA. Prospect should have paper or electronic copy of SOA. Follow phone prompts with prospect to complete recorded SOA.

1. Dial the corresponding phone number

Voice Signature Tool phone numbers

Amerigroup

888-976-7423

Anthem

888-744-5856

Empire Blue

888-417-0211

2. Enter your Access Code (the one emailed to you after completing Anthem’s Voice

Training)

3. Press Pound (#) to start the recording

4. Press 1 for English and 2 for Spanish

5. 3 Options: Press 1 for SOA

6. Agent Verbally says the state the applicant lives in

7. Press star (*) to confirm the applicant is on the phone

8. Anthem plays recorded instructions. After each prompt, press #1 to accept and continue.

Anthem plays at least 10 prompts.

9. At the end, the applicant must state their name and press pound

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11. The “signature” for the application the code: Agent ID + last 4 of agent’s phone number

Remember your recording call ID number, you will need it later to enter in the mProducer electronic application

Anthem Telephonic Presentation:

Conduct a compliant telephonic presentation. Email the marketing kit. Explain the process to your customer in advance of the call. All enrollments must be done on an INBOUND CALL.

Anthem Telephonic Enrollment

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To merge the Anthem Voice Signature Tool, call the appropriate phone number (brand), and merge prospect’s call.

Voice Signature Tool phone numbers

Amerigroup 888-976-7423

Anthem 888-744-5856

Empire Blue 888-417-0211

2.

Enter your access code (emailed to agent after completing Anthem voice training)

3.

Press pound (#) to start the recording

4.

Press 1 for English and Press 2 for Spanish

5.

Press 2 for Medicare Advantage or Part D application recording. Press 3 for Medicare Supplement

6.

Agent verbally says the state the applicant lives in

7.

Press star (*) to confirm applicant is on the phone

8.

Anthem plays recorded instructions. After each prompt, press #1 o accept and continue. Anthem plays at least 10 prompts.

9.

At the end, the applicant must state their name and press pound

10.

At the end, the applicant must say today's date and press pound

11.

The “signature” for the application the code: Agent ID + last 4 of agent’s phone number

Remember your recording call ID number, you will need it later to enter in the

mProducer electronic application.

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12) Logon to mProducer

a) Complete the steps to create an electronic application with the recorded application

signature ID.

b) Fill out electronic application. There will be two locations in the e-application to

input recording ID numbers.

Location 1 – Agent: Was this a face to face appointment? Select: Yes, then select Recorded

call, then enter recording call ID number for SOA. This is your 7 digit agent ID emailed to

you + the last 4 of your business phone number

Location 2: In the applicant Signature: “Please select how you would like to capture the

applicant’s signature?” Select: Voice Signature, next enter recording ID for the application

in the “Applicant Voice ID” field.

13) Submit electronic application when complete.

Approved Voice script

“Before we get started, I want you to know that this call is being recorded for verification,

quality control and training purposes.

My name is Today’s date is 2020

The Purpose of this call is to enroll (Applicant first name, Applicant last name) in the

(Brand and Plan name as shown on application) plan.

The Requested effective date is mm/dd/yyyy.

And the monthly premium amount for this plan is $xx

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Cigna Telephone Procedures

Cigna Telephonic Scope:

Obtain a Scope of Appointment (SOA) by calling 866-398-6055

Cigna Telephonic Presentation:

Telephone presentation: Ensure a compliant ‘consent to contact’ has been received from your prospect

Explain the process to your customer in advance of the call

Cigna Telephonic Enrollment:

Call - with your customer on the line - once you have made the sale and customer is ready

to enroll

Arizona enrollments: 866-619-8825

Enrollments in all other Cigna Medicare states: 866-619-9293

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Introduce yourself and your customer to the enrollment specialist

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Provide customer name, customer MBI, plan selection, broker writing number, and

any other information requested by the enrollment specialist

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Once you provide all necessary information, the enrollment specialist will give the

customer a call back number and will advise the customer to call back in order to

complete the enrollment

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The enrollment process begins and you remain Agent of Record (AOR)

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Humana Telephone Procedures

Humana Telephonic Scope

1. · Do the Scope of Appointment first. This is a three way call with you, the client, and the recorded phone system: 866-945-4471

Use the Telephonic SOA system regardless of the enrollment method you choose to use

Humana Telephonic Signature

2. Agent completes application in Humana Vantage on “FastAPP”

A. In the Licensed Sales Agent Information section, you must complete the following 2 fields:

• Affinity ID: Field Agent IVR

• Licensed sales agent email address - Enter your email address. Leave the check mark in the "Receive Email Notification" box.

A. NOTE: It is important that the agent enter their email address and leave the box checked in the event there is an issue with the IVR signature. The agent will get an email if the member does not complete the IVR process and can follow up with the member immediately to see what they can do to assist.

B. Complete the payment options section.

Next select YES in the ARE YOU READY TO COMPLETE THE APPLICATION FORM section C. If all fields have been filled out, you should see the IVR option for signature. Click the option

to continue.

D. A pop-up box will appear. Select Single then click OK. E. Note: Do NOT select Dual. Only select Single.

Explain that you (the agent) will be on the line but cannot speak during the IVR signature process. You, the agent, are NOT permitted to coach or speak during the acknowledgment sections.

Determine if your client has any questions before you activate the IVR system. The signature language will contain disclosures similar to those you have explained during the sales presentation.

Remind your client to eliminate background noise (mute TV, radio, quiet pets, etc.). Remind your client that if they understand and agree with the statements, to respond with a clear YES when asked by the system.

Reinforce the importance of NOT hanging up or the application will be incomplete and not submitted. If this occurs, you, the agent, must call your client back because the application is incomplete

(Pending/Abandoned). Provide your client the application ID for their reference and write it down for your own records. And let them know you will write down the confirmation ID for them. NOTE: It is NOT necessary to read this section of the screen (represents the top half of the screen) as long as you have covered the bullets above:

Field agent will call & conference with DMS at 1-866-730-4014 with the

enrollee on the line. THIS NUMBER IS ONLY TO BE USED FOR ENGLISH APPS.

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Unitedhealthcare Telephonic Enrollment

You must complete a Scope of Appointment Prior to this Lean Voice Signature process.

Voice Signature Instructions

www.uhcjarvis.com

Click on “Enrollment” on the blue toolbar across the top

Then LEAN in the middle column

Be sure the applicant is on the line with you before calling and has agreed to have this application voice recorded.

1. Call this toll free number: 1-800-985-0245

2. The voice Recording will begin immediately when the call is connected.

a. This is NOT A TRAINING AND TESTING ENVIRONMENT. Do not Initiate a voice recording unless you intend to submit an application.

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3. Click Voice Signature Portal Button in Orange

4. A new Window will open. Click “New Application” and you are expected to read the Telephonic Voice Signature version of LEAN to the applicant.

5. When you have completed the enrollment press “1” and you will receive a confirmation #. Enter that number on the Signature Page of the enrollment before you submit the Voice Signature Enrollment.

Viewing Voice Signature Applications

If you want to view any Enrollments Submitted via Voice Signature, look in the Submitted Tab of the My Applications Page in the Voice Signature Portal.

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Wellcare Telephonic Enrollment

Telephonic Enrollment Steps:

Before the Application:

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Call the Appointment Verification Line (AVL) to capture agreement and a

Scope of Appointment (SOA). Calling the AVL does require the beneficiary

to be on the line. At the end of the call, you will be provided with an AVL

code; be sure to record it, as it is required to conduct the telephonic

enrollment process. The AVL code will ensure the agent is credited for the

sale and remains the agent of record (AOR).

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National AVL: 877-780-3920

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PDP AVL: 877-297-3625

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The AVL is available 7:00 AM - Midnight, EST.

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If the member has Medicaid or LIS, be sure to call the SPOP line to verify

eligibility.

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SPOP: 866-211-0544

Press 1 for English, it will put you on hold for a Wellcare representative

PLEASE HAVE YOUR AGENT ID READY

They will ask for the Beneficiary’s Name as spelled on their Medicare card,

their address, their county, phone number

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Complete a thorough and compliant sales presentation, including discussing

plan premiums, preventive services, hospital, ER, ambulance,

supplemental, and Part D drug coverage (if applicable).

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Gain confirmation that the beneficiary is ready to enroll.

Have the Following Items Ready:

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AVL Code

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Plan name

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Plan effective date

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Beneficiary's date of birth

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Special Election Period (SEP) being used on application

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Medicare Beneficiary ID# (MBI)

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Part A effective date

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Part B effective date

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During the enrollment they will ask the beneficiary for consent to

contact them by phone and text for other Health products. Many

seniors already complain about the amount of phone calls they

receive that they don’t understand. We suggest the client select NO.

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Taking the Application by Phone:

1. With the beneficiary on the line, initiate a 3-way call to

844-914-0020.

2. Remain on the line with the beneficiary and call center representative. You,

the agent, will remain the point of contact for any plan or benefit related

questions. Note: In most instances, the call center representative is

non-licensed and is not permitted to answer any benefit questions.

3. Field agent will remain the agent of record (AOR) for the sale.

4. Enrollment is processed and submitted by the call center representative.

Telephonic Enrollment Important Notes:

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The call center will retain a recording of the enrollment

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