INSPIRA - Call Flow

Email: andrewjose.policarpio@s2g.net NT: aipolicarpio Step One: Greet the Caller “Hello, thank you for calling Inspira Financial, my name is______. To better assist you, may I please have the accountholder’s first and last name? If the accounts are the same type, but different employers: “May I have the name of the employer the account in question is connected to?” If the accounts are of different types (ex: COBRA vs. Direct Billing or HSA vs. FSA) “What type of account are you calling on today?” REMEMBER! You Cannot give the employer’s name or account type prior to authenticating the call. Step Two: “Thank you, and are you the accountholder?” If they answer Yes, move to Step Four. If they answer No, move to Step Three. Step Three: “Thank you, and may I have your first and last name and relationship to the accountholder?” Ask if the accountholder is still an active participant in the plan. Step Four: “Thank you, and to secure your account, may I have your full address?” The parameters for verifying the address have not changed. You do not need to get the zip code at this step if you already got the zip code at the beginning of the call. Step Five: “Thank you. And may I have the last 4 digits of your social security number?” Step Six: “Thank you, and finally may I have the last 4 digits of your Inspira Financial debit card?” For accounts that do not have a debit card, we do not need to authenticate the debit card. For accounts with the debit card, the existing substitute options may still be used as written in the AAIA.