Positive scripting

Positive scripting

It's about the way you say it!

start

Question 1/11

I can't believe how you guys denied my application. I've been with you for 3 years already.

That's what I have in my system

I know where you are coming from. Let me see what options I can find for you!

I apologize for the inconvenience

right answer!

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Question 2/11

I want to know why you didn't cover anything regarding my last claim

I know this may be unexpected. However, You have reached the right person to assist and I'll confirm what happened.

I understand that you are frustrated

Let's see what happened

right answer!

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Question 3/11

I have to reset my password

Ok. What's your member ID?

Did you try to reset it already?

I see, for sure I'll help you out resetting your password

right answer!

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Question 4/11

If you made the mistake, why do I have to call the provider?

that is what we have to do

I apologize for the inconvenience. I could go ahead and talk to them directly and get back to you if you prefer.

I'm sorry, that is what I see on my screen

Right answer!

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Question 5/11

I got a letter saying my application was denied and I want to know why

I know how important this is for you. I'll do my best to assist you today

Oh, I understand

You will have to apply again

right answer

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Question 6/11

My PCP was rude to me so I want a new Dr.

I'm sorry you had to go through that

oh, no! that's terrible to hear

It's unacceptable that a Dr. is rude to their patients. I'm sorry, let me help you find a better Dr for you!

right answer!

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Question 7/11

This plan is too expensive and I want to find a better one

I know saving money and getting your needs covered is a priority. Let's see what alternatives I can find for you today.

Let me transfer you to the right department, we don't do that here

Have you applied for a subsidy?

right answer!

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Question 8/11

I've been waiting for years for someone to answer. Can we do thi quickly?

I'm sorry for the delay

I know how important your time is and apologize as today we are experiencing a high call volume. I'll help you as fast as I can

We have a long queue today. I apologize

right answer!

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Question 9/11

The previous representative told me it was 100% covered and I'm at the hospital now, they are charging me 150$.

I apologize for the inconvenience this misinformation caused you. Let me check your benefits and make sure we get it right now.

That is your copayment amount Sir

I'm sorry someone told you the wrong information

right answer!

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Question 10/11

I went to the facility I've been to for the past 10 years and they told they are not in network anymore.

oh, really? that's awful

I know going somewhere where you feel welcomed is really important. No worries, let me see what we can do!

We have plenty of facilities for you!

Question 11/11

I want to know the status of a claim

I'm not the right person to help

Alright, let me connect you with the claims department. They will be right ones to assist!

Let me transfer your call, one moment

You've got it!

CONGRATS!

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