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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