1 - Validate the account / Verify if account is on-scope, 2 - Benefit Details , 3 - Provide Accumulators Information if applicable, 4 - Provider Participation / ask if mm has a provider., 5 - Offer additional assistance also provide information in Check Events and Alerts if available, 6 - Remind member about Aetna website services, 7 - Confirm member’s satisfaction about services and offer the survey,

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