Acknowledge "May I put you on hold for 2 minutes" Address Rep by their name Introduce Duration "Thank you for resolving this issue" "This is Jack calling from Carle" "I am a commercial insurance biller" "Is there anything else I can do for you?" "Thank you for calling, have a nice day" Thank you "How long will it take to reprocess" Introduce self and role Verify PHI Give time expectations Explain why and how "Good morning, Mrs. Jones" "Thank you for your patience" Explanation "Do you have any other questions" "I am going to transfer you to Susan" Say who you are and how you will help "Let me get someone who can help you" Ask for a call reference number Acknowledge "May I put you on hold for 2 minutes" Address Rep by their name Introduce Duration "Thank you for resolving this issue" "This is Jack calling from Carle" "I am a commercial insurance biller" "Is there anything else I can do for you?" "Thank you for calling, have a nice day" Thank you "How long will it take to reprocess" Introduce self and role Verify PHI Give time expectations Explain why and how "Good morning, Mrs. Jones" "Thank you for your patience" Explanation "Do you have any other questions" "I am going to transfer you to Susan" Say who you are and how you will help "Let me get someone who can help you" Ask for a call reference number
AIDET - Call List
(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.
A-Acknowledge
D-"May I put you on hold for 2 minutes"
A-Address Rep by their name
I-Introduce
D-Duration
T-"Thank you for resolving this issue"
I-"This is Jack calling from Carle"
I-"I am a commercial insurance biller"
T-"Is there anything else I can do for you?"
T-"Thank you for calling, have a nice day"
T-Thank you
D-"How long will it take to reprocess"
I-Introduce self and role
A-Verify PHI
D-Give time expectations
E-Explain why and how
A-"Good morning, Mrs. Jones"
T-"Thank you for your patience"
E-Explanation
E-"Do you have any other questions"
I-"I am going to transfer you to Susan"
A-Say who you are and how you will help
E-"Let me get someone who can help you"
E-Ask for a call reference number