Notes

REPLACEMENT
-Sure! I can definitely send you a card replacement. Please expect your card to be delivered to you within 2-4 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.

Unfortunately we don't have a queue to an american agent. But I can definitely help you with placing an order if you want. But in regards with the process of the website we don't have the ability to change it. But I assure you that I will take note of it and you will receive a ticket within 7 days in regards with this issue. But if you want to place an order now, i can definitely help you with it.

INACTIVE-EXPIRED 1 CARD
in regards with your inactive-expired card, you need to coordinate this with your Health insurance provider and check if your contact/ plan with them is still valid. Once you confirm that, they will update us and we are going to send you a new card.

issue: called in to place an order
resolution: assist the member to place an order

issue: called in due to application/website log-in
resolution: reset the member's password and helped them log in.

issue: called in to place an order. does not receive the card.
resolution: verify the identity. activated the card and assist the customer to place an order.

issue: called in because the card was inactive-expired
resolution: checked the account. there are two accounts. advised the customer to wait for the new card to be delivered until January 15, 2020.

issue: called because the card was inactive-expired
resolution: checked the account. there was only one card. advised the customer to cooperate with the health insurance provider regarding the validity of the plan or the contract. once the plan is validated, we will be updated and we are going to send them a new card.

issue: called in to file a complaint
resolution: advised the customer that he/she will receive a call within 2 business days regarding the issue.
resolution: advised the customer that he/she will receive a ticket within 7 days regarding the issue.

issue: called in to activate the card
resolution: assist the customer to activate the card.

Order #: