Video: How Call Data Improves Customer Experience

Health plan members call their insurer for many reasons. They may simply need a new insurance card. Or they may need help understanding their benefits or finding a provider. Blue Cross and Blue Shield Plans in Illinois, Montana, New Mexico, Oklahoma and Texas apply data analytics to these calls to help make sure customer advocates are prepared to help. The data also helps the Plans anticipate issues so members are less likely to need to call.

[Related: Going the Extra Mile for Members]

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