“I’m sorry, but as I’m not hearing any response, I’ll need to release the call to assist other callers. If you have further concerns, please feel free to call us back thru (480) 776-5040, Monday through Friday, 8:00 AM to 8:00 PM EST. Thank you for calling Merchants Benefit Administration.”
“Hi, this is (Agent’s Name) calling from Merchants Benefit Administration. I’m calling in reference to an escalated claim from your earlier call. please feel free to call us back thru (480) 776-5040, Monday through Friday, 8:00 AM to 8:00 PM EST.
Hi, this is (Agent name) from MBA, may I ask for your name and DOB.
For privacy and security purposes, I’ll need to obtain your verbal authorization before proceeding. Do I have your permission to discuss your account details with (caller's name) on your behalf today?
“Please confirm by stating ‘yes.’”
If authorization is granted:
“Thank you. Your verbal authorization has been noted. We may now continue.”
If authorization is not granted:
“No problem. Without verbal authorization, I’m unable to discuss account details, but I’d be happy to assist with general information.”
Opening:
“Hi, this is (Agent’s Name) calling from Merchants Benefit Administration. I’m calling in reference to an escalated claim from your earlier call. May I please speak with (Member’s Name)?”
Account Verification:
“For verification, may I please confirm the main policyholder’s full name and date of birth?”
(If already verified)
“Thank you. For security, may I also confirm your member identification number and either your phone number, address, or email on file?”
Assist:
“Thank you for verifying. I’m calling to review the response we received regarding to your claim…”
(Discuss Level Three response)
Closing:
“Is there anything else you’d like me to verify or assist you with before we end the call?”
“It’s been a pleasure speaking with you. Thank you for taking this call from MBA. Have a great day.”
"Thank you for calling MBA. This call is recorded for quality and training purposes. Before we proceed, I want to tell you that we are currently having system update, and I cannot pull up any claims or accounts. However, I can assist you with any general questions." (Offer the portal)
"If you would like, I can get your details and I can call you back as soon as the server is up, or you can give us a call back later."