Notes

1. OPEN > VERIFY > PULL UP > BALANCE > OFFER HELP > COVERED UP > CLOSING
HOLD: May I place u on hold for 30 seconds so I can check ur account?
PULL UP: I already pull up your account here...
COVER: Have I covered up all ur concerns for today?
IS THERE ANYTHING ELSE I MAY HELP YOU?
TRANSFER: Would u like me to transfer you to your HIP/WALMART
BALANCE: Your current balance is ... and your future benefits of $$$ will be available on (date)
RECAP:
CLOSING: Thank you for calling. Have a great day!

CANT ASSIST: For better assistance,
i will recommend u to communicate with ur health insurance provider.

◘ MAILED CARD: You will receive ur mailed card and catalog by 2 to 4 weeks

◘ NO BALANCE: I believe that you are a new member,
or ur health insurance already expired,
Thats why theres no balance appear on our system,
but don't worry Ur account is active,
For better assistance, i will recommend u to communicate with ur health insurance provider.

◘ STILL HAVE BALANCE: I am sorry to hear that (concern),
but we are not credible to add up ur previous balance to current balance,
for further info, i will recommend u to talk with ur health insurance provider.

◘ 2019: I understand that you wanted to use ur card,
yet we only cater 2020 benefit,
as for ur 2019 benefit, you can coordinate with your HIP

◘ WALMART: I am sorry to hear that your (concern),
For better assistance, i will recommend u to talk with WALMART. (1-800-WALMART)

◘ COMPLAIN ORDER: Your concern is (concern)
we do not have access to your orders
i highly suggest to communicate with walmart

◘ WANT TO ORDER: As much as i would to assist your order for now,
but we cannot process process as of now due to your zero balance,
you can wait til (date) when u already have ur future balance,
and feel free to call us back.
* we can only process order when u have a current balance
* We can only process online orders tru walmart. -- but as of now due to ur zero balance,

◘ E-MAIL: Sure! I m more than happy assisting you..
What new e-mail you want to replace?
I already changed it, and your current e-mail now is: (new email)

◘ ACTIVATE: Your account is not yet activated,
would you like me to activate it for you?
sure im more happy assisting you

◘ MIX TENDER: once u have ur balance,
We can now process ur order,
if your order cost more than ur balance,
u can pay ur excess amount tru debit or credit card,
would you like to still continue ordering?
can u please provide me ur CD/BD number..

◘ DISCLOSING INFO: Sorry but we cannot disclose any info for us to protect ur account.
we can only verify it,
so can u please provide me ur updated address?
dont worry, it still the info on file.
if no: Its not the same, and i highly recommend u to talk to ur HIP to udpate ur information on file.

◘ REPLACEMENT: Sure! I can definitely send you a card replacement.
I already replaced here ur card in our system.
Please expect your card to be delivered to you within 2-3 weeks.

◘CANNOT PULL UP THE ACCOUNT: Are you an authorized person or the owner of the account?

◘ CAN'T OPEN THE ACCOUNT: Do you have ur card with you?
Can you tell me whats written on your card?

◘ GHOST: I am sorry,
I cannot hear anything from the other line
I need to disconnect this call
if u hear me, please call us back. Thank you!

◘ MERCHANTS: We also have other supported merchants
the acme, and western
you can try if you are eligible with other merchants

◘ TRANSFER: to better assist you, i will transfer you to your HIP
Agent: hi, I am rea, i am calling from HBCust supp
i have a Mr. cutsomer to the other line,
i am going to transfer him to you
he has a concern about (concern) kindly assist Mr.
Custmer: I have representative (name)
he will further assist you with ur concern

◘ HEALTHY BENEFITS: It is a non-profit medical insurance
it is a government funded medical benefits with specific amount on specific date
u can use the benefit on buying some eligible products in the catalog
catalog: it is a book where u can see eligible products u can buy depending on your health insurance plan
thats the only information we can provide you..
for specific amount, u can communicate with ur HIP

◘ SEND CATALOG: Sure! Do you want me to send it via mail or tru ur email?
If mailed, you will received it 2 to 4 weeks.
**does your address on file is still updated? if yes, okay ill mail it on ur address on file.
*tru email: can u please provide me ur updated email so i can send it?
i already sent the catalog, just waut within 15 mins.

◘ PRODUCTS IN CATALOG: the catalog updated yearly or annually
so theres a possibility that there are products that not eligible anymore
and there are products added
it usually depends on your health insurance provider
for better assistance, i recommend u to communicate with your HIP

◘ NOT RELATED: As much as i like to help you with that,
but u are not listed here as an authorized person of the card holder
to assist you better, i highly recommend to communicate with the health insurance provider
WHY: I understand.. it is for every cardholder, to protect their account.

◘ NOT MEMBER: Mr/Ms member is with you?
Can I ask for verbal authorization of her?
member: Do you allowed your ... to pull up ur account?

you are not an authorized person, unless mr. owner can give a verbal authorization allowing u to pull up his account.
for beter assistance, communicate to his/her HIP.

DOWN SYSTEM: as much as i would like to assist you now, but we're encountering some system update, you can call us within an hour.
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ORDERING:
WANT TO ORDER: Hi, Sure! I'll be happy placing your order
Can u tell me the ID number of product you want to purchase?

♠ Status order: Sure! Can please u provide me your order number?
((Track order> Track to walmart ))
♠ Not available in Walmart: Unfortunately that item is not available in walmart
u can choose any alternative products for that item
♠

♠ OFFER HELP: If you like, I would help you to process your order tru phone
so I can check if the product is still available

Since u have me on the line, if you like
i'll be more than happy to place an order for you.

♠ORDER NO CARD
If you insists i can still activate this card and place an order for you
but the only risk here is when someone found your card,
they might use it
so the best choice is to wait for your for more couple of days or i will processe ur order and replace it after so theres a new card you will receive and the old card will be deactivated. but you have to wait for 2 to 4 weeks again. (CONFIRM THE MAILING ADDRESS)

♠ENDING SPIEL:
If i can not hear any respond within 5 seconds
Im gonna nd this call. Thank you for calling.