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Humana Telephone Procedures

Humana Telephonic Scope

1. Do the Scope of Appointment first. This is a three way call with you, your Client, and the recorded phone system: 866-945-4471

Use the Telephonic SOA system regardless of the enrollment method you choose to use

Humana Telephonic Signature

2. Agent completes application in Humana Vantage on “FastAPP”

A. In the Licensed Sales Agent Information section, you must complete the following 2 fields:

• Affinity ID: Field Agent IVR

• Licensed Sales Agent eMail Address Enter your email address ** Leave the Check Mark in the Receive Email Notification box.

A. NOTE: It is important that the agent enter their email address and leave the box checked in the event there is an issue with the IVR signature. The agent will get an email if the member does not complete the IVR process and can follow -up with the member immediately to see what they can do to assist.

B. Complete the payment options section.

Next select YES in the ARE YOU READY TO COMPLETE THE APPLICATION FORM section

C. If all fields have been filled out, you should see the IVR option for signature. Click the option to continue.

D. A pop-up box will appear. Select Single then click OK.

E. Note: Do NOT select Dual. Only select Single.

Explain that you (the agent) will be on the line but cannot speak during the IVR signature process. You, the agent, are NOT permitted to coach or speak during the acknowledgement sections.

Determine if your client has any questions before you activate the IVR system. The signature language will contain disclosures similar to those you have explained during the sales presentation.

Remind your client to eliminate background noise (mute TV, radio, quiet pets, et c.). • Remind your client that if they understand and agree with the statements, to respond with a clear YES when asked by the system.

Reinforce the importance of NOT hanging up or the application will be incomplete and not submitted. If this occurs, you, the agent, must call your client back because the application is incomplete (Pending/Abandoned). Provide your client the application ID for their reference and write it down for your own records. And let them know you will write down the confirmation ID for t hem. NOTE: It is NOT necessary to read this section of the screen (represents the top half of the screen) as long as you have covered the bullets above:

Field agent will call & conference with DMS at 1-866-730-4014 with the enrollee on the line. THIS NUMBER IS ONLY TO BE USED FOR ENGLISH APPS.