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Signature training record

hey good afternoon everyone and welcome um this is lisa craft i'm an agent success manager with premier marketing and i just want to say thanks for joining us today um today we have with us jennifer morrison jennifer is the regional sales manager for the kentucky market and uh she plays a huge role in anthem's sales team so today she's going to be going over their m producer online enrollment tool and also their voice signature option they now offer so we are definitely excited to learn more about this process and uh you know with that being said i'll turn it over to jennifer thank you lisa and thank you guys all for taking some time out of your day this afternoon to join us um to review our in producer system and some of the enhancements that have come along over the past several months covet has definitely been a generator of change for a lot of us and honestly i'm really excited about some of the changes that have occurred as a result of all of the social distancing um so today what we will be covering um is in producer and then the enhanced tools that help you guys to be able to conduct your business more virtually um so that will include the electronic scope of appointment that you can do now um with your member as well as our voice signature tool um so we will move through this powerpoint and then i will actually log in and kind of do a live demo um on in producer for you guys um so that you have a better understanding of how all this works in conjunction um some of the screenshots that are in the presentation are slightly small and so i just want to make sure that you guys have a good feel for what is happening so we'll go ahead and get started the biggest thing to understand i know that when we first rolled out our voice signature tool um we did a presentation um regionally and nationally on how this tool is going to work and i think sometimes we maybe failed to really connect the dots and let you know that that tool is only available to use with um in producers so you do have to use the two together so in order to get started with our enrollment process you do need to log into in producer and the website is here on the screen it's in producer.anthem.com now if you frequently log into your producer portal you can access in producers through the producer portal as well and whatever your password is for your anthem producer portal it will be the same password that you'll use to log into your end producer so those two things are are one and the same so when you first get to the site you'll enter your username and password and then click continue and of course we will pop up some of our user agreements that you have to agree to and continue click continue to move forward and the other thing i just want to point out as we're moving through this presentation is that you guys are all on listen only mode so if you have questions as we move through don't hesitate to just type those in the chat box and we will work to make sure that those are addressed for you all as we move through the the presentation so this is the home screen of in producer and again this will all come together hopefully really nicely as we um round out the presentation today with a live demo but when you log into inproducer this is the um main screen and you'll see that there's a broadcast message box there at the top that we do try to make sure and let you guys know maybe system enhancements and things of that nature and so always be sure to check that box when you first log in and then you'll see the five tiles that you have to choose from that are the scope quoting your customers your eligibility check for medicare and medicaid and then links and helpful tools so prior to coming back to anthem in 2018 my role i've been a broker my entire career and i worked for a large insurance brokerage that focused on employer benefit um so i do understand how it feels for you guys to try to manage um multiple carriers multiple lines of business and trying to keep it all straight um and so for us with anthem if your primary focus is medicare i do think that it's the the best place to start with us is logging into in producer and the reason i say that is because you'll see that bottom square at the bottom the links and helpful tools if you click into that and we'll show you here momentarily it will actually give you a link to the producer portal it will link you to custom point the sales toolkit the ahip certification site so you can really kind of navigate all of our tools and resources from this links and helpful tools tile um so that's generally kind of the best place to start if you only write medicare business with us um so as we move forward um the one of the things we definitely want to cover today is the electronic scope of appointment which this is an enhancement from what we could do previously previously we could transfer the application to the member for signature but we could not address the scope of appointment electronically which i know it seems kind of counterintuitive and so we have finally made that enhancement and this is how you're going to go about completing the electronic scope so you can start from a couple of different ways but um clicking on the scope of appointment is going to take you directly to this menu and you'll notice there are four different box boxes to choose from to start a new scope you will simply just click on create a new electronic focus appointment all of the electronic scopes that you complete will show in your electronic soa list and so when i do the live demo i'll kind of show you what that looks like so any of the electronic scopes that you have once they're completed you will be able to reference them there additionally if you need to download a scope of an appointment say you just need to print one off quickly there's somebody that's going to be coming to your office you can click on download scope it will pull it up as a pdf and you can either save it you know to email it or print it whatever you need to do additionally if you are visiting with a member who maybe you're unable to complete the app through in producer because there's no internet connection and you end up using a paper scope and a paper app you can upload a copy of the paper scope so that you can connect that or attach that to your application before you submit it so you can use that function as well so when you go to create the electronic scope this again the slot is quite small um but i do encourage you guys to log in to in producer and you know kind of explore and test the environment as long as you don't submit anything um you can actually create a dummy app or a dummy scope and just to get a feel for how you use it and what it looks like um but this is a an example of what you'll see and you will of course leave the beneficiary section empty and the beneficiary will complete that portion of the information when you transfer it to them you will of course need to complete your agent information before you send it to the member for completion so as you scroll down and again we'll do a live demo so it'll all kind of come together but you will complete that agent information um your name phone the beneficiary name and then your agent information your phone number it should pre-populate that's kind of one of the bonuses of using in producer is that all of your writing agent information is populated so that's making sure that you're getting the credit for the application and then when you go to transfer the app or excuse me the scope to the client you will click transfer to beneficiary to e-sign and what you're going to see um is this box that will pop up and you will enter the customer's email address um and just as an example um one of our ohio rsms put this together so many of you might know beverly banner and she supports our state of ohio um for medicare sales but you will enter the customer's email and then it says a customer provided four-digit pin so you know if you are on the line um with your member or you know they want to establish a four-digit pin um then they are welcome to do that and you can enter that information there or you can create the pin and just make sure that that's communicated to the member um so they know what pin to enter once they receive that scope transferred to them and then you can also leave a little note if you would like there's a little space for you to do that as well and then once that is completed you'll just hit sim esoa and then you'll receive a note that will pop up to say this has been transferred to the beneficiary and then what you'll see if you click into your list of scope of appointments the electronic list you'll see by that beneficiary name that the status is showing e-signed requested so once that is sent to them that's the status and then once you receive it back and you complete the appointment and complete the scope and then it will show as completed so that's just kind of a view of what you will see once it has been sent to the member now this is an example of what the member will see um of course this um technology is obviously best for members who have a computer or a you know email address that's already been established and they are savvy enough to kind of navigate through some of these steps um so this is what they will see they'll click on this link and then you'll see in the customer information that's highlighted in the little blue circle pin is the four digit pin provided to the agent so that's just the piece that you want to make sure that the member is present to so that they enter the appropriate information so when they click the link that's in the email this is what will appear and they will enter their four-digit pin and their email address and click next and then from there they will be able to initial next to the plans that they're going to be discussing with you and then they will sign and date now when it comes to the sign and date um they will have the option to either sign with a signature pad and a mouse or their finger if they have a laptop with a touchpad or they can choose to type their name in first and last name twice so there's two separate boxes that they'll do it in and that would also constitute a signature so there's a couple of different ways that they can complete that signature from their end and then once they submit it it will transfer back to you and they'll click this button submit and transfer back to agent and then so it will say thank you your form is complete and then at that point you'll see that you'll receive a notification in your electronic scope of appointment list and it will show that the e sign has been received so then at that point you know that the member has signed off on the scope and you're ready to proceed and then once you are ready to complete your portion of the scope you can and you you'll click on the little um box that's highlighted with the blue circle with the little pen or pencil in it and you will be able to pull that up to complete the scope with your signature and at that point you would submit and it will save or it'll update you can click this update button and then you'll notice that once that has been completed it will show as completed in your electronic scope of appointment list so it's really pretty straightforward and easy i like the electronic scope process a little bit better than the um the e-transfer for the application i think that it's just a little more intuitive but we can kind of talk through the the transfer piece as well if you guys have questions on that um and then once you are in the application and you are um you know entering the member information um and again i will pull up and produce producer to kind of show you what this is going to look like but there is a space that you'll be able to click on upload soa so that that scope is attached to the application for the member um that you're submitting so just keep that in mind that there's that step that needs to be completed to make sure that you're attaching that scope to the application for submission for enrollment so we'll kind of work through that as we do a demo towards the end um and then this is again kind of showing once you've clicked on this button the upload scope what you're going to see and you can click electronic scope and it will pull up the electronic scopes that you have in your customer list under the e-scope and you can click the correct scope that corresponds with that app and click upload if you do have that paper copy or a scanned summary or scope of appointment then you can also use the scanned copy that you upload as well so there's a couple of different ways that you can attach that scope and then you will select the appropriate scope and then click upload and this presentation it's going to shift gears pretty quickly um from the escope and then we're going to kind of move into our voice signature discussion um but i do want you guys to just put a pin in the e-scope because we will be referencing that again as we do our live demo um but one of the the biggest enhancements that we've seen as a result of kind of social distancing and the state of affairs as they exist today is our voice signature tool and we're really excited about this process now we did used to have a tool called voice vault and that was a lot different than our voice signature tool and we actually had just uh kind of disbanded the use of voice fault in february and so uh the timing really worked out to be um advantageous for us to roll out this voice signature tool um since we kind of did away with the existing voice fault and enhanced uh the capabilities and brought voice signature to the table um so we do partner with a vendor called talk desk um that is the administrator of the program um so if you see communications around talk desk you know just kind of have a working knowledge that that's the vendor that we use to help us administer the program what we're going to accomplish with this tool is an electronic signature that's going to be recorded there are prompts along the way that will help you to um you know ask all the appropriate questions to the member so that things are recorded accurately and the other thing that we had to be able to do in order to offer the voice signature is that the signatures do have to be retrievable on demand in the event that there's a sales allegation or anything that we need to verify and so you will have your own code that's assigned to you so that we'll be able to kind of track and monitor those signatures and attach them to the applications as they're processed through and producer so we're going to talk through all of those steps as we move through the next several slides so this tool will also support medi it supports all of our plans for medicare advantage medicare supplement and then our pdps so um the the one thing that i want to make sure it's clear is that our the scope of appointment is done completely through voice signature if that is the tool that you're going to use so um and we'll get through some of these details and provide some clarification as we move through the next few slides but just know that the voice signature tool will capture signatures for all of our plans that you would be enrolling also i know that we are still working to get other language available other languages available but right now we have english available i believe spanish is going to be available very very soon but i do also want to make sure that you guys know if any of you are bilingual are able to translate for a member that is permissible so for example if you have a member who is spanish-speaking and you are able to speak in spanish and translate for her or him and then that is permissible and we can record that way and that is completely fine we are again working for those other languages and some of those enhancements to be made and of course as those come along we'll be sure and let you guys know okay let's see yeah we'll make sure i didn't okay so compliance selling reminders so um i know i just wrapped up my a hip this past weekend and it's always good to um have a refresher on some of the compliance um requirements um just that you guys have to be present to as you do business um so one of the reminders that we have about our voice signature tool is that you an outbound call can't result in a sale so you can't call a member um have a conversation connect to voice signature voice signature and obtain the signature it is um intended the to be generated from a member call to you um and then you can call into voice signature so just keep that in mind it just follows in line with all of the other requirements around mapd and pdp recording information must be saved for 10 years which boy the talk desk tool will be able to do that and then in addition your enrollment conversation with the member um the signature recording process can take an additional 10 to 15 minutes so again i encourage you guys um to call in to voice signature and play around with it you can't break the system call in become familiar with how the menu is structured become comfortable with entering your code so that you can understand what the menu is going to look like what you're going to need to press for me that's been incredibly helpful because a lot of times in the position that i'm in i'm present to the tools that we have available but i don't use them on a daily basis like you guys do so my level of familiarity is going to be different than your level because you're actually engaged with the member and the tool um so i call in and just mess around with it to see what it sounds like so that i can gain a better understanding of what it is you guys are going to be experiencing as well but overall it really shouldn't add a lot of additional time to the application process and you know as with anything the more frequently that you use it the more you're going to be familiar and have that comfort level and it will move along much more quickly i'm sure and then prior to the actual recording so again i just want to make sure that we're all on the same page and this voice signature tool is used in conjunction with in producer so the way that you would use this tool is let's say that you have a member who due to whatever reasons there she's not he or she is not comfortable to come to meet with you need a knee so you say that that's quite all right we will take your application electronically we can obtain your signature through our voice signature tool so um you will let the the member know that you will be recording their conversation using prompts but that you will be there to help them through that process and this um presentation gives some examples of the scripts um and as a follow-up if you guys do not have the scripts i'm more than happy to to send those out to make sure that you guys have the scripts for the medicare advantage pdp and the medicare supplement now the scope will all be done through the system it will prompt you through the entire process so there's actually not a script for the scope of appointment it's done completely on the voice signature tool on that phone call but it is good to let the the member know that you're going to be calling in and you know kind of what they can be prepared for so this is just an example of some of the verbiage mr jones before we begin speaking about your health care options for the scope of appointment or maybe you could say something like now that i have information to submit the application for the anthem hmo plan i'm going to use the recording service i spoke of that follows medicare guidelines for medicare documents taken over the phone so again the more often that you are using the tool you'll kind of develop that spiel and be able to move through the process a little more quickly um and then you would just want to make sure that they fully understand what this process is going to be um and that you will be on the um line with them the entire time to help aid them in the event that they need some assistance so you know some of the additional information that you provide them could be in this example mr jones when i connect with the recording service i will merge you with a call and then we can complete the process together don't worry i will be here to help you with any prompts that you might need um so you know it's just one of those things that's nice to know that you'll be there to help guide them through that process and you'll be able to help you know instruct them from your perspective so that you guys can get through the process more quickly um this is the anthem voice signature tool phone number um again i can send some follow-ups um but this is the number that you guys will use regularly to call in to the voice signature tool um to begin the signature process so you may want to make note of that um or you know program that into your cell phone so that you've got that readily available um so a little bit about the order of operations um because you know this is where again in my opinion it becomes very helpful um to call in and kind of practice but when you first dial into the number it will ask you to enter your agent code and this is a code that is assigned to you guys through premier and so if you don't have that information let us know we can make sure and pass that along to you but it is a pre-assigned so you should have that seven-digit code and then when it prompts you you'll enter that code and press pound to begin and then you complete the recording either the scope or the voice signature or excuse me the scope if you're doing mapd or pdp or if you're just doing medicare supplement obviously then you would not have to complete that scope of appointment um so this is kind of a sample of what the experience will look and sound like if you're calling in to do a scope of appointments um after you have entered your information um so just to also kind of clarify once you are ready to call in and you'll just do a three-way call with the member and you will dial the voice signature number and then you'll enter your agent code and then when you're ready you'll conference together to bring that member onto the line and from there you will it'll begin the message to say welcome to anthem's voice signature service if you would like to complete a telephonic scope of appointment press one for medicare advantage part d application recording press two and then you can see it will ask you if you're completing a medicare supplement to press three so another important point to mention is that what let's say you you're doing this for an napd or a pdp you know you will keep the member on the phone you'll call in and complete the scope of appointment and then you'll disconnect from the voice signature maintain the call with the member and then on in producer you will begin to key in all of their information into that application that they will provide to you over the phone once you've completed all of that information and you're ready for the member to sign then you will call back into the voice signature tool and this is where you'll press 2 because you've already completed the scope and so that you're ready to capture that signature for either the medicare advantage or the part d plan okay so it's a bit of a process but again just make sure that you know that this is used in conjunction with in producer as you are entering the information into the system from the member over the phone now again this presentation gives you some nice examples of what to expect again some of this verbiage is outlined as saying let's get started capturing a scope of appointment please select the products that you want to discuss during the appointment and then you'll be able to direct the beneficiary as far as if they will be selecting for medicare advantage or the part d and then of course it will state that the beneficiary or authorized representation representative excuse me will be asked to confirm the product selection made and then it will explain what a part d plan is and if you would like to discuss part d press one or if you would like if you do not want to discuss this product press two and then it will go from there and ask you to select the medicare advantage now the medicare advantage does have that internal script that we will provide and there's just a few bullet points and i believe the next couple of pages are going to outline some of that but it will you will basically i recommend that you review the script um you obviously have to it's easier just to kind of read it and stay on script but the more that you use it you can kind of make it your own um so that it doesn't feel so robotic and you know accomplish the same thing you just don't have to you know say it verbatim off the script but that's really more once you've developed that comfort level but we do provide all of that there for you to move through the process so that it's pretty easy um but again this is just some example of what that signature caption or excuse me the signature capture is going to look like for that m a plans but it will go on to say that you may use this recording to obtain a voice signature for medicare advantage or part d you must read all the information captured on the application and confirm with the applicant that they intend to enroll in the plan you must also include full acknowledgement while the system is recording and then once you hear a beep the call recording will begin and then once you've finished the call you'll press star so again as we're kind of moving through the screen just know that it becomes a lot easier once you've done it a couple of times and i think it is really helpful to on the front end just kind of go out and familiarize yourself with the menu and you know kind of develop a sense of what to expect now this is the actual script some of the excerpts from the actual script so this is kind of exactly what you're going to say once you've called in and you're ready to get the signature for the ma plan um you'll say something like before we get started i want you to know that this call is being recorded for verification quality control and training purposes my name is jennifer morrison and today's date is august 4th the purpose of this call is to enroll teresa anderson in the anthem hmo plan the requested effective date of coverage is august 1st and the monthly premium amount for this plan is zero dollars are you the medicare beneficiary and the person who will be enrolling in this plan so then at that point the member would speak and say yes and they would confirm that they are the applicant um and you would move forward with the script and finalize now once the um script is complete and the signature has been registered with the voice signature tool you will enter a recording call id now this is kind of where i want to make sure that we're on the same page that this little screenshot at the bottom is actually what you're going to see in in producer when you get to the signature page of the application and this is going to feel a little counter-intuitive but it will ask you was this an individual face-to-face employee appointment and you will say yes even though you know that you're talking to the member over the phone and the recording is captured over the phone you will still select yes that this was an individual face-to-face appointment and then it will give you the options of if you answered yes to the question above how was the scope of appointment collected and this is where you will say recorded call now again you won't have a script for the scope it's all embedded in the voice signature tool but you will click on recorded call and you will enter your agent or excuse me your um voice signature code and that will be how they are able to retrieve that recorded scope of appointment and this is what it will look like when you enter your recorded call id now um the recording id is just going to be the agent access code that is assigned to you guys and then the last four digits of your phone number so the phone number or yeah the phone in which you're using to make the call to voice signature so your the first seven digits are always going to be the same that's always going to be your agent access code and then you're going to use the last four digits of the number that you're calling in now if you primarily use a cell phone and maybe you don't have a lan line then this code is always going to be the same it's going to be your agent access code and the last four digits and the way they're going to be able to determine um and kind of connect your um recorded signature with the application is they'll be able to pull it based on the time of the submission and the time of the call um so they'll be able to attach those two things together so this is again and we'll show you this in the live demo but what you'll see on that signature page on in producer you'll say yes this was a face-to-face appointment and then you'll answer that it was a recorded call for the scope and then for the recorded call this is the information that you will enter your agent access code for voice signature and the last four digits of your phone number and that is how they will attach the scope to the application okay and then as we move forward and you're ready to input the information for the applicant signature for the application you will again click that it was a voice signature that was captured and then you'll enter the call recording id again which is your agent access code and the last four digits of your phone number that you will enter into the applicant voice id number and then from there you will be able to hit submit and the scope will be attached via the voice signature scope id and then the voice signature for the application will be attached via again that agent access id and the last four digits of your phone number so the next couple of slides really just kind of reiterate the order of operations and how you start the process and one thing that we'll kind of go through these next couple slides but i think it will come together as we log in and kind of do a demo of the in producer system um but just be prepared um definitely explore the voice signature phone number call familiarize yourself with the menu have a comfort level um you know it's never a great thing to you know experiment on an applicant it's better to kind of at least have a base level understanding and then maybe let the applicant know that hey this is the you know first time that i've i'm calling in and using the system um you know it should be a pretty smooth process bear with me and just make sure that they understand what that process is going to look like of course prospects should have a marketing kit in hand whether they receive that in the mail prior to the call they do need to have that marketing kit or that sales kit available to them or if it's that you've emailed it to them and they're able to pull it up and look at it as you guys kind of walk through that the plan information and then of course the signature reporting process is the last part of the application process um so again if you're using just the voice signature you'll call in get the scope it'll be 100 completed on the phone you'll hang up you'll continue the application process with the member and then when you're ready to obtain that signature you'll call back in to voice signature merge your call and obtain the um the voice signature recording for the application as well and then just a reminder that outbound calls cannot result in an application so the member needs to call you and then you would call into voice signature to complete the process so what i'm going to do is go ahead and switch out of this and go ahead and log in so that i can share with you all in producer and and what that looks like and how to get logged in jennifer let me move yes ma'am lisa here i'm sorry to interrupt you but we have had a couple of questions um i think there's just some concerns that um they just want to make sure that they can still electronically send an app through email or take a paper scope and upload it electronically this is just another way correct this is just another option the other options are still available exactly yes so you know you as the agent really are totally in control you know if you want to do um everything paper you can take that paper up come back to your computer and you can scan and upload a copy of the scope you can key the information into the the application and submit that's absolutely fine and you can just say that you have a signature on file because you have that paper copy of the application you can still just do the electronic scope and transfer to the member for signature on the application you can also use docusign you know if that's an easier way for you guys to um if you have a member that's tech savvy enough these are just multiple ways that you can achieve the same outcome because each member is going to be different each member is going to have you know maybe one member will be more tax savvy than the other and have a different comfort level um so you're just going to have to gauge that member capability and what's going to be the best fit for them but this is truly intended to um alleviate any burden um from not being able to sit face to face with the member so that really and truly if you just use the voice signature um you can they can just be on the phone with you you know it's of course they have to have the material prior to the enrollment um but they can just be on the phone with you to to complete the enrollment process does that help clarify yeah i definitely think so i think there were just some concerns on that so no that's perfect thank you sure okay and then can you see my screen right now um i yeah i can see your screen it just went off though so it's just spinning there yep perfect okay great so here's what you're going to see as the agent when you log in to in producer again if you only sell medicare business with us i think that this is kind of the jumping off point um if i were going to be managing my anthem business this is where i would log in to start um so once you log in of course you'll see this user agreement and you'll click continue and here's where we'll be able to see our main dashboard with the five tiles that we discussed earlier with our little update section here at the top to let you know that medicare certification is available and we we do update um you know enhancements and things like that here as well so you'll normally see those here so just from a navigation perspective you will be able to either navigate through clicking these tiles or on your far left hand side you'll see that little hamburger there for the menu you can click that and you can go and navigate to any of those pieces there as well so real quickly before we dig into the scope and the enrollment piece i do want to show you the links and helpful tools so this is another reason why i think it's great to just kind of start from here because if you want to look at your book of business or your members or your clients or commissions you can actually click and link into the producer toolbox from here and it will open another screen and it will take you to that producer toolbox if you want to go to the ahip training or sales event tracker you can click this link and it will take you there and then of course of course um custom point sales toolkit is here and you can access um you know all of our customizable marketing materials through sales toolkit or just claim and simply order your sales kits from custom point and then the other helpful tools um we'll also if you click that open another link and it will actually take you to our shop website in which you'll be able to search for a provider a drug pharmacy and look at plan information as well so lots of tools and resources there i'm just going to navigate back to the the main dashboard and keep in mind if you are doing voice signature for a medicare advantage or a pdp you do not have to do any scope on this um in on on the in producer system the only time you would have to do a scope here is if you're just going to either submit a paper scope or you're going to be transferring the scope to a member via email or if you happen to have a a member studying across from you they can actually sign the scope here electronically and so again just reminder that scope of appointment for the voice signature is captured completely on the voice signature tool so there's no need to do one here but if you have a member that you want to send an electronic scope to you would create a new scope i do want to just click and show you of course this is a test environment since i don't have real access like you guys do to members but this is kind of a test environment just to kind of show you your list of scopes that have been completed they will all show here and then also if you just need to print a scope off quickly you can download a pdf version of that in a couple of different languages if you need to save it to your desktop or email it you can obviously do that or just print it off you can download from here and then also if you have a paper copy of a scope that you want to upload you can click upload scope and if you obviously need to scan and save that to your desktop or to your documents so that you can come back in and browse your files and be able to choose the scope that you want to upload now you can upload to up to five scopes at one time so if you let's say you've been out the afternoon meeting with people for aep and you have five scopes that you need to upload and um five paper apps that you need to key in um then this will help to accommodate that a little more quickly so you'll be able to upload those five at a time now as far as the electronic scope goes this is what you'll um the screens that we are showing in the presentation again i think it's a lot easier to come in and see it um for yourself and so i think it i would just encourage you guys if you want to become a little bit more familiar with the in producer system to come out here and you know create some dummy scopes and dummy applications you know you can go in and delete it you don't have to hit submit so you really can't break anything and if you happen to accidentally submit something we can get it deleted um i only say that because maybe i did that once because i really wanted the full experience and so uh we can we can help take care of that for you as well so i would encourage you to familiarize yourself with a system but this is the space obviously that the beneficiary is going to complete whenever they receive um the scope from you um but and this is where they will sign and then you'll see i'm logged in as under jordan's profile so his agent information or your agent information will populate and then you can input the beneficiary information here the phone number is optional and the address is optional as well and then you can go on to to let them know what you're going to be discussing you're going to discussing both um and then you can whenever you're ready you'll go ahead and click that transfer to beneficiary for e-sign oh i just need to go ahead and and then our date here let's see oh my okay so when we're ready we're still not ready required um so you'll go ahead and click the transfer to beneficiary oh plans represented i'm sorry you can tell i do this so often um so you will leave those blank i apologize um as far as the plans that's what the member is going to go ahead and fill out um but when you're ready to go ahead and transfer that to the member you will go ahead and enter their email address here and then if they have a pin number that it's easy for them to remember then of course we can use that or if you just want to create one for them then that's here as well and then you can just click send the esoa and you will get the acknowledgement that the scope has been transferred to the beneficiary first signature so then here's where you'll see in your electronic scope of appointments list the status and that the e-sign has been requested now once the member would receive that login um and enter the code and sign and send back then they you would that's where you would see that it has been received um so you can also just kind of let you know let's say for some reason the beneficiary just has a really difficult time and they can't complete the application you can download it and print it off um and then you can also click in to kind of see what you submitted and how you submitted it prior to the beneficiary receiving or sending it back to you so you do have some capabilities to kind of view and print there as well um so let's assume that our beneficiary has completed the scope and that we've received this um signature back for john smith let's just say and that we're ready to move forward with the application now if we go back to our main dashboard there's a couple of different ways that you can start a customer application you can either start through the quoting portal and this is where you would enter the effective date the zip code for the member indicate what county what gender part b effective dates okay and then get plans and i want to show you this view real quickly for a couple of reasons um you'll see that based on the zip code in which the member lives the plans are going to populate that are available in that county but i just want to make sure and point out that our plans are listed in order of least cost to greatest cost so of course our hmo zero premium plan is going to be shown first and then as you scroll down the list you'll see our med subs listed and then our prescription drug plans here at the bottom a couple other things i just want to point out to you guys um is that there's a ton of resources out here and you can access this information through this function through in producer or through our medicare shop website but if you actually click onto the plan documents link it will open another screen and it will take you to the shop website um but i really want to point this out because this is a lot of really helpful information that's out here under um the plan that we selected so i still had selected the hmo decent plan and if you hit the plus button you can actually pull off an electronic copy of the summary of benefits the eoc the anoc our essential extras brochure and selection form is there that you can pull off so if you need to email a copy of the sales kit to a member you can pull it here it will download it as a pdf and then you can open it and save it to your computer to be able to share with members so you can do it that way which i think is very helpful and then i also just want to point out on the enrollment details there is a enrollment app that you can pull off that will also be helpful so if you do happen to use docusign this is the a pdf editable document that that you can actually type in so if it's easier for you to go ahead and pre-key in some of this information and print it out you know there's a lot of different stuff you can do with this obviously but that is there um for your use as well and then we've got our formulary is here along with you know a lot of the information on our prescription drugs and then member details there's just a lot of helpful information out here on prescription drug claim form this enrollment form so on and so forth so i just want to make sure that you guys know that this is out here for all of our um medicare advantage plans so um that's just a quick easy way to access that um and then if you just click the benefit summary hyperlink that's on the in producer it will just pull up a copy of that sales toolkit for you to download without taking you um to the shop website so let's say that we're ready to move forward and we've talked to the member and they are ready to move forward with this zero dollar hmo um you just for a second of example i'm just going to kind of leave some of this link with no additional coverage for dental and vision but of course if they would like to pick that up they can at this time so you'll click continue and move forward so we're going to go ahead and type in the member name the date of birth is already populated based on the information i put into the quoting field the gender is already out there you could go ahead and enter an email address here if you don't that's fine it will be an option for you to complete during the application process and then just say go ahead and put our phone number in here so we can go ahead and move forward ah and it logged me out so this is a perfect example of some issues that you guys may experience from time to time um which can be very infuriating um so i'm sorry that we're experiencing this issue but i'm also um i guess grateful because if you do experience issues um always feel free to reach out to me or to whoever your regional sales manager is that you work with based on your state um or where you're selling because we can definitely help with that and kind of know what's going on and communicate those things to our internal team to let them know that we're experiencing issues so what i'm going to do is go back over to the customers tab and see if it saved any information and it looks like the application that we are starting since i was just beginning to key in the information um it is not showing because we haven't saved anything but so for just take a time i'm going to go ahead and pull up an existing application that i had started as an example sorry about the technical difficulties um but this is what you're going to see once you start to key in the information all of the areas that are in gray are you know already pre-filled based on the information you put in either through the quote or the initial customer set up so they can't be changed now if they are incorrect for whatever reason you can delete the customer and start again if for instance you you know mistyped a birthday or you know a name then you can go and delete that customer and restart that process but the in producer application process is going to be just like the application so you'll go ahead and enter all the information the mbi the part a part b effective dates and then you will move on to the next page it will pop up and give you an error if you've got missing information but of course we know that this is an example and i'm going to have some missing info so we're going to click next page to continue um so you'll continue through this entire process just as you would as if you were taking a paper application now keep in mind that this is exactly what you're going to be doing if you're completing voice signature you will be completing this application as you're over the phone with the member they're providing the information to you you're populating in it into the in producer application and you're moving through this process now once you get to the last page which let's hope that it will stay connected for us to get through here you'll go ahead and this is the third page but you'll select your your primary physician information so that you're able to connect that and it can you guys hear me i'm getting some um feedback that we're having some technical difficulty are you guys still with me on my end okay okay great okay i don't have anybody saying they're still having it so okay okay fantastic so we'll keep moving forward then so um once you've populated the um primary care physician let's see it's totally lost my menu i wonder why we're having some issues here hopefully it's not my interconnect connection at home which might be part of the problem i'm so sorry you guys looks like i'm having some slow connection issues on my end i do want to get to this last signature page though so that i can show you where you're going to put this information in for the voice signature tool so i'm really hoping that it will cooperate with me i know we're coming up on our hour oh my goodness well i've honestly done probably the 50 webinars over the past few months and i've not had this much trouble and now i'm not connected to a network uh well my goodness i am so sorry you guys i'm having some major issues here with um my connection and it looks to be like my home internet um so i do apologize for some of these issues that we've got going on here um let me just see if i can get to this last page real quickly um again i apologize i've got some internet issues going on here with my home internet spectrum if anybody has spectrum you know what i'm talking about we don't have a lot of providers out in the state where i where i live so we only have a couple to choose from but i'm hoping we can get to this last signature page so that you can actually see what it's going to look like for the voice signature tool see if i can go ahead and just click to the fourth page here it doesn't look like it's going to be very cooperative oh wait maybe it's going to go ahead and let me do it okay i really hope so okay so here we are um so this is where at this point in the application process you would still have the member on the phone and you would be ready to obtain the voice signature um so you would say yes that this is a face-to-face appointment even though it doesn't feel like you should say that because it is over the phone you're going to say yes and then you will click recorded call and here's where you're going to enter that seven digit code that you're assigned for your voice signature agent code and then the last four digits of your number that you called from and then as we move down towards the bottom of the application this is again the applicant signature was obtained through the voice signature so you will enter your signature id that's been assigned to you and the last four digits of your phone number and then you will move forward and so this is how you're going to be able to capture that and then of course your information as the agent will apply here and be populated here and then from there you will be able to submit the enrollment now i really hope that wasn't i know this was probably a little um you know confusing with some of the internet difficulties i was having but i'm hoping that you're able to see how the information is entered into in producer for the voice signature and where that code is implemented and so just to clarify the voice signature is just an option for you guys to use to obtain signature for the scope and then for either a med sub or medicare advantage pdp plan the scope is completed 100 through the voice signature tool and this is where at the last page of the enrollment application you would enter that information um for the applicant's signature that's captured through the voice signature tool and then also for the scope of appointment that is captured on the voice signature tool so you don't have to use voice signature it's just another tool in the toolbox for you to use you can still obviously submit paper apps through fax or feed them in after you've had an appointment with a member and you've received a paper application um any questions that we've got maybe out in the chat box that we haven't been able to answer well um we do have some people that are asking where they can find the other um downloadable kits if they do want to download them and um maybe just tell them where they can find that app yeah absolutely so if you don't want to um log into mproducer to kind of get some of those the sales kits then really you can access them without logging into any anything at all and um i can send this in a follow-up email as well but our the web address is just shop.anthem.com forward slash medicare and that's going to take you to our main landing page and from here so what you would do is enter the zip code in which you know the member is residing select the appropriate county and then save view all plans and then all of our plans will populate you'll see medicare advantage is shown first and then there are med stuff available but what they're going to do is just scroll down to the plan that they want to select so they would just say view plan documents and they can pull that off for all of our mapd plans that's all out there so it's if they don't want to log in through inproducer to do it they can just go to the shop.anthem.com forward slash medicare um website perfect perfect yes um i don't see that i have any more questions i don't see any other ones so uh yeah i think well i really hope this was helpful i yeah i really hope this was helpful and um you know if anybody expressed interest that um they'd like some one-on-one assistance or you know additional guidance or direction i'm more than happy to help i know all of our teams across the central region are happy to help so just make sure and let me know um and if they run into any issues be sure to let me know as well so we can work to get anything that comes up resolved no that's great and i think it was a really great webinar actually like i said it's a good refresher for us and offering that voice signature now is obviously a huge option that people may want to take advantage of this coming aep giving we don't know what the future holds you know kind of that with covid and all that yeah um but yeah you know i first off i want to thank everybody for joining us today and especially to you jennifer like i said it was a really great webinar if you guys do have questions you can reach out to your agent success manager here at premiere okay so go ahead and give us a call at 800-365-8208 and we can definitely do our best to assist you so again thank you and uh jennifer it was amazing i appreciate your time awesome thank you guys have a great afternoon you too thanks