Following several months of analyzing data and phone interactions, it has been observed that numerous offices or third parties frequently contact the Physician & Provider Call Center multiple times requesting information that has already been provided by the Call Center.

If a representative encounters a call seeking the same details previously given to another caller, they will inform the caller that the member’s benefits have already been addressed and provide the corresponding reference number.

The caller can then refer to their office records to review the benefits shared during the earlier inquiry.