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)
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?
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..
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. 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, CVS 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,
Ii 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
ORDER: Your concern is (concern)
we do not have access to your orders
i highly suggest to communicate with walmart.