S1 - Mock Call 3 - Maternity Benefits

Reason for call -
- You need eligibility for Andrea Dean
- You need global maternity benefits.
- Andrea will be delivering at St Marks Hospital.

Questions you must include -
- Does Regence follow the 48/96 rule?
- How many ultrasounds does her contract allow?
- Is 54150 a covered service?
- Will Regence pay for a private room?
- When does the member need to add the baby?
- What happens if the baby isn't added in a timely manner?

Tone -
- You are working and have stuff to work on while they put you on hold.
- Mute the phone so that when the CSS comes back you are not immediately available, BUT answer after 3 -5 seconds.
- IF the CSS doesn’t put you on hold, start the small talk. (i.e. “it’s so busy, are you?”, “Can you believe the weather?”)

	First name Last name