Aetna Med-D Offshore Transfers Onshore II

To track any calls Offshore Aetna Med-D CCRs have to transfer to Onshore Aetna Med-D CCRs.


A red asterisk (*) indicates required questions.

  1. ZID*


  1. First Name*


  1. Last Initial*


  1. Reason for transferring a call to an Onshore Aetna Med-D CCR*
    Senior Escalation Request (Transfer to Senior Team)
    Member requested (Transfer to Onshore Transfer Line)
    Restricted Client (Transfer to Onshore Transfer Line) - NOTE: please ask the member and record in the comments (Section 7) the number the member dialed so they can be researched.
    Language Barrier (Transfer to Onshore Transfer Line)
    Cannot Access Account - Other than RDC (Transfer to Onshore Transfer Line)
    Other


  1. If Other, briefly state the reason.


  1. What was the transfer destination?
    NOTE: Senior Escalations should be transferred to the Senior Team. All other reasons (Language Barrier, Member Request, Restricted Client, Cannot Access Account or Other should be transferred to the Onshore Transfers Line (855-713-0633).*
    On Shore Transfer Line
    Senior Team


  1. Please provide Client code and any additional comments if necessary.





Guy Macdonald