Interactive Voice Response (IVR) Scope of Appointment Recording

Agenda Benefits of IVR SOA IVR Phone # SOA Definition Appointment Compliance Points CMS Approved Script FAQ’s

Scope of Appointment Interactive Voice Response IVR Phone #: (866) 457-5583

Good news… Arcadian is now providing the option of recording the Scope of Appointment. Some benefits: Arcadian keeps this record for 10 years It’s fast! The recordings are easily accessible for any potential sales allegations

SOA Definition Scope of Appointment – A written or audio-recorded agreement by the prospect and the sales agent stating that the prospect understands what products will be discussed and the date/time of a sales appointment.

Appointment Compliance Points A Scope of Appointment is required prior to presenting plan benefits. The agent must keep a log of all SOA Recording confirmation #’s Recording confirmation #’s should be written on the bottom right hand of each application All SOA Rules must be followed (see complete Policy & Procedure) If another product is being presented, the SOA must be obtained 48 hours prior to presenting Arcadian benefit details

IVR Script Field Agent Call Flow – INPUTTING APPOINTMENT If you are a field agent calling to input appointment details, press one now. If you are calling to complete beneficiary verification, stay on the line. Please enter your 10 –digit writing number, without any spaces or additional characters, followed by the pound sign. The digits you entered were <XXXXXXXXXX>. Press 1 if you would like to accept this or 2 if you would like to change it. Thank you. Please specify the location of the appointment. For beneficiary’s home, press 1 and then pound. For a separate meeting location press 2 and then pound. Please specify the date of the appointment in the format month month, day day, year year followed by the pound sign.

IVR Script The date you entered is <mmddyy>. Press 1 if you would like to accept this date or 2 if you would like to change it. Thank you. Please enter the time of the appointment in the format hour hour minute minute followed by the pound sign. For AM press 1 followed by the pound sign. For PM, press 2 followed by the pound sign. You entered <hh:mm AM/PM>. Press 1 to accept this time or 2 to change it. Please specify the purpose of the sales presentation. If the presentation will be for solicitation of a Medicare Advantage with Prescription Drug HMO product, press 1 followed by the pound sign. If the presentation will be for the solicitation of a Medicare Advantage HMO with Point of Service option, press 2 followed by the pound sign. If the presentation will be for the solicitation of a Medicare Special Needs Plan (SNP) HMO product, press 3 followed by the pound sign. If the presentation will be for the solicitation of a Medicare Advantage only HMO product, press 4 followed by the pound sign. If the presentation will be for the solicitation of the all aforementioned products, press 5 followed by the pound sign.

IVR Script Press 1 to accept this choice or 2 to change We are now at the end of the verification process, the call id for your reference is <Call ID reference number>. To hear your call ID again, press 1 or else just hang up. BENEFICIARY CALL FLOW-APPOINTMENT PLAYBACK AND CONFIRMATION RECORDING If you are an agent calling to input appointment details press one now. If you are calling to complete beneficiary verification, stay on the line. [Pause whilst agent speaks to beneficiary and provides unique call ID] Hello, Welcome to the [Plan Name] appointment verification line. The purpose of the service is to make sure that all of our prospective members are fully aware of the scope of your upcoming presentation prior to your scheduled meeting or in-home appointment. Please enter the call ID followed by the pound key.

IVR Script The digits you entered were <Call ID > Press 1 if would like to accept this or 2 if you would like to change it. The appointment is being held <LOCATION>. The date of the appointment is <mmddyy>. The time of the appointment is <hh:mm AM/PM>. The purpose of the appointment is <purpose>. Dear Medicare Beneficiary, By confirming your appointment to this sales meeting with a sales agent to discuss the specific types of products. The person that will be discussing plan options with you is either employed or contracted by a Medicare health plan or prescription drug plan that is not the Federal government, and they may be compensated based on your enrollment in a plan.

IVR Script Confirming this appointment does NOT affect your current enrollment, nor will it enroll you in a Medicare Advantage Plan, Prescription Drug Plan, or other Medicare plan. Please confirm that you understand the scope of this appointment. If you agree to the scope of this appointment, Please say your name and state “I agree to this appointment for a Medicare Advantage with Prescription Drug HMO plan presentation” [or if it is a Medicare Advantage HMO with Point Of Service option, Medicare Advantage only HMO and/or Medicare Special Needs Plan (SNP) that will be played instead]. When you are ready to start recording press 1, and to end recording press 2. Thank you, we are now at the end of the verification process. MRT0015_MKT513 (H#) (06/09)

Confirmation Statements [This is a list of the possible confirmation statements:] My name is _______ and I agree to this appt for a Medicare Advantage with Prescription Drug HMO Plan Presentation My name is _______ and I agree to this appt for a Medicare Advantage HMO with Point of Service option Plan Presentation My name is _______ and I agree to this appt for a Medicare Special Needs Plan (SNP) HMO product Plan Presentation My name is _______ and I agree to this appt for a Medicare Advantage only HMO product Plan Presentation My name is _______ and I agree to this appt for solicitation of all aforementioned products]

Questions and Answers Do I have to conduct SOA via this recording process?  No, you can continue to use the paper form that is apart of the Policy & Procedure.  Can I obtain a copy of the recording for any sales allegations?  Yes.  Do I have to get the SOA Form before I begin the sales presentation? Yes. May I place the call for the prospect confirmation portion? Yes, you may place the call but cannot assist or direct the prospect in how to answer the questions.