November 21, 2008
Customer Service
 Average telephone answer time to live agent/CSR (in seconds)11
Telephone inquiries resolved on first call by CSR99.7%
Abandoned call rate1.18%
Claims Processing
 

Number of paid claims

1,928,287
 Auto-adjudication rate89%
 Average claim turnaround (in work days)2.16
 Claims paid within 15 calendar days99.3%
 Claims paid within 30 calendar days99.9%
Processing Accuracy
 Percent of claims processed correctly99%
Financial Accuracy
 Percent of claim dollars paid correctly100%