|
| | Average telephone answer time to live agent/CSR (in seconds) | 11 |
|---|
| Telephone inquiries resolved on first call by CSR | 99.7% |
|---|
| Abandoned call rate | 1.18% |
|---|
|
| | Number of paid claims | 1,928,287 |
|---|
| | Auto-adjudication rate | 89% |
|---|
| | Average claim turnaround (in work days) | 2.16 |
|---|
| | Claims paid within 15 calendar days | 99.3% |
|---|
| | Claims paid within 30 calendar days | 99.9% |
|---|
|
| | Percent of claims processed correctly | 99% |
|---|
|
| | Percent of claim dollars paid correctly | 100% |
|---|
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