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Resolution:
- Verify account.
-Activate her account
-Process order with order number: #2782048263723
-Provide the Balance, Expiration and Next deposit.
Issue: RECEIVED TWO CARDS
Resolution:
-verify the account.
-Check both card status
-Advice the member to disregard the card that is already expired
-Provide the Balance, Expiration and Next deposit.
Issue: HAVEN'T RECEIVED THE CARD.
Resolution:
-verify the account.
-provide the card status
-Check when the card was mailed
-Advice to wait for more couple of days to received the card call us back if he already received the card
Issue: WANTS TO UPDATE
Rsolution:
-Verify the account
-Provide the Balance, Expiration and Next deposit.
-Explain that we only have limited access to their account.
-Recommend to communicate with health insurance provider.
Issue: INACTIVE EXPIRED.
Resolution:
-verify the account.
-provide the card status
-Check when the card was mailed
-Check the card activity
-Advice to wait for more couple of days to received the card call us back if he still doesn't receive the new card
Issue: REQUEST PENDING
-verify the account.
-provide the card status
-Explain to customer that her renewal of card is still on the process and just wait the card to be mailed.
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