Customer Services 2022 Dashboard CALLS
CALLS
516,228
2021
510,108
2022
EMAILS
84,476
TOTAL INQUIRIES
600,704
567,156
3.34 MILLION 3.58 MILLION 3.40 MILLION
AVERAGE CALL LENGTH
8:21 9:12
(all queues)
2021 2022
AVERAGE SPEED OF ANSWER
10:36 Target 10 minutes
2
Benefits
3
Member Services
4
E-claims
TRANSACTIONS
2021
2022
Claims adjustments COB updates Correspondence
5,496 7,419 1,969
3,205 12,710 3,754
14,884 19,669
LIVE INTERPRETER SERVICES New for 2023
TOP REASONS FOR CALLING
1
57,048
TOTAL INQUIRIES
2020 MEMBER 2021 SITE VISITS 2022
Claims
EMAILS
5
Eligibility
223 26 Inquiries
Languages
TOP 5 LANGUAGES
1 Punjabi 2 Spanish 3 Mandarin 4 Cantonese 5 Vietnamese
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