Notes

Thank you for calling Healthy Benefits Customer Support. My name is Chris. May I have your first and last name, please?
-I have here now your file. I can see that you have $______ that you can use to purchase on Walmart. It will expire on _______ and your next fund will be sent to you on _______.

So, how can I help you today?

ACTIVATION
- Sure! I'd be happy to help you activate your card.
- As I can see here, your card is already activated.
REPLACEMENT
-Sure! I can definitely send you a card replacement. Please expect your card to be delivered to you within 2-3 weeks.
-I understand that you want a card replacement. However, as I can see here on my system, we already sent you the card replacement last ______. Please expect your card to arrive on you within 2-4 weeks. (same with catalog)
- Please be advised that once we send you a replacement for your card, your old card will automatically be deactivated.
CHANGE OF INFORMATION ON FILE
- Sure! Let me change your email address on file.
- I understand that you want your ______ to be updated,however, for security purposes, the only information that we can update on your file is your email address. You may contact your health provider if you wish to update other information on you file aside from your email address.
GENERAL INQUIRY
-Walmart is one of our merchant where you can order using your health benefits. You can place an order through online at walmart.com, over the counter, via mail or I can help you place an order over the phone. You may also do that by downloading an application which is healthy benefits plus.
PROBING QUESTIONS
INFO IF CANNOT PULL UP THE ACCOUNT: Are you an authorized person or the owner of the account?
IF THE MEMBER WANTS TO ORDER USING HIS/HER 2019 PROGRAM AND THE STATUS IS NOT ACTIVE: Do you still have your card with you? So that I can transfer you to your health provider.
DELIVERY CHARGE
Thank you for patiently waiting ___________. So here's the answer to your question, please disregard the delivery charge because your health plan will shoulder it. So it will not affect the balance on your account and the only amount that will be deducted to your balance is the subtotal, okay?
EMAIL ADD FOR ORDER
[email protected]
1-800-WALMART (9256278)
greetings/verification/balance/offer help/resolution/recap/offer help/closing
M&R- medicare and retirement (no bar code)mail, phone and online only
C&S- community and state (all access)

By Phone : Place orders by calling toll-free at 1-833-845-8798, TTY 711, 8 a.m. – 8 p.m., local
time, 7 days a week, October – March; Monday – Friday, April – September.

I understand that you still want to use that card, but to set you a proper expectation, you can only use 1 card. Because once we activate one card, the other card will automatically be activated and that's the reason why the activation online did not go through.



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