Route Call in the Right Direction Main MenuĪll calls begin at the Main Menu where a caller is immediately able to choose the desired customer service area, from below table, in which to direct his/her inquiry to. Select key which represents position of letter on keypad.Select key on telephone keypad which contains letter.The three-key combination works as follows. To enter a numeric value, use the corresponding number on telephone keypad. TIN - Tax Identification Number (Last five digits).PTAN - Provider Transaction Access Number.Failure to provide the IVR with all necessary information may result in inaccurate or incomplete returned results.

Depending on the inquiry and department, additional authentication details will be necessary. To ensure that calls flow as quick and as productive as possible, be prepared with the below information. If callers prefer to avoid the voice-recognition option offered from the IVR, use the IVR Conversion Tool to assist in determining the touch-tone data-entry. If IVR is having difficulty with information as spoken, try keying information with telephone keypad.Say 'Main Menu' at any time to go back to beginning of call flow.Selections may be keyed or spoken without waiting for entire prompt to play.Bypass upfront messaging by saying 'Main Menu' or pressing # key on telephone keypad.Speak clearly and naturally into telephone.Use of speaker phones and cell phones is not recommended.Call from a quiet environment using a telephone with a handset or headset.It is important that callers listen to the IVR prompts as they will provide navigational instructions.Claim-specific inquiries available: Monday-Friday: 6 a.m.Touch Tone Feature for Entering Letters.Access the below IVR related information from this page.

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