Interpreter Bulletin:

Amerigroup Script Scope of Appointment Recording

Issue 21 (All Languages): December 2, 2011

Overview This bulletin features an Amerigroup script that contains a particularly challenging passage. The script is presented below, and the challenging passage is in bold for easy reference. Please familiarize yourself with this script and be prepared to interpret it. Who is Amerigroup? Amerigroup is a health insurance company focused exclusively on meeting the needs of those enrolled in publicly-funded healthcare programs. Examples of publicly-funded healthcare programs include Medicaid and Medicare. What is the script about? This script is used to record the permission for the scope of appointment on inbound and outbound calls. In some cases, this script will be used along with a previously approved script to address inbound inquiries and/or calls to existing AMERIGROUP members. When this occurs, some of the information required will have been obtained under the other script. These elements are identified with an asterisk. Scope of Appointment Recording Scipt

Greet Beneficiary *Indicate the call is being recorded for quality and compliance purposes. Record the following data points: Name* Address* Phone Number* Do you agree to meet with a sales agent to discuss MAPDMedicare Advantage Prescription Drug products[,] [and] New York Medicaid Advantage [and Medicaid Advantage Plus]? (INSTRUCTIONS: WAIT FOR A CLEAR ANSWER BEFORE PROCEEDING.) If yes, proceed to text below. If no, end call. The person you will be discussing plan options with is either employed or contracted by a Medicare health plan that is not the federal government, and they may be compensated based on your enrollment in the plan. Agreeing to an appointment does not affect your current enrollment, nor will [it/agreeing to an appointment] enroll you in a Medicare Advantage Prescription Drug Plan. Thank caller and end call.

Interpreter Bulletins Amerigroup Script All Languages 2011 CyraCom International, Inc. All rights reserved. (rev. 12.02.11)

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