OUTBOUND:

Hello my name is Antoinette Im a Health Program Representative calling from ( company), This call will
be recorded for quality and training purposes, may I please speak to <members full name>, How are
you doing today?

Wonderful, this is not a sales call, just a few moments of your time. This call is in regards to services
recently ordered from your provider. To protect your privacy and confirm that I am speaking with the
correct person, if I can have you verify just the year you were born and I will provide your month and day.

*** I have <phone #> is this a good number to reach in the future?

I see that we did receive <Doctors Name> request for <FULL EXAM> (DON’T FORGET WITH W/O
CONTRAST) We did go ahead and approve this request and I do have an approval number if you would like
to take that down. <ORDER ID PLUS VAILD DATES>.

*Now have you made an appointment with <Facility> for your <exam>?

* Do you have a follow-up appointment with your doctor soon?

* Is this considered the first time you having <exam>, or will this be a comparison <exam>?

The reson for this call is, I am with the Image cast and quality department here with <Anthem> what we do
is cost comparison shop for procedures such as <exam> to try reduce your out of pocket cost; we can also
assist you in getting you scheduled at a new facility.

I see that doctor<drs name> has your order set to <current facility> their average cost is <?>, a typical low
of <?>, and a typical high of <?>,

** Please note that that the cost range given for these facilities is approximate, and does not include what
your plan benefits may of may not cover , it also does not include any add-on procedures such as
Arthrogram or Myelogram.

- I did find a facility located in <location> called <name> and their average for the same procedure is <?>,
and the typical low is <?>, and the typical high is <?>. If you like I can reach out to this facility and see what
the next available day would be to get you schedule for your <exam>
Now I have a couple more questions:
1. Do you have a written order from your doctor, or was it sent to < facility>?
2. The mailing address <address> is this correct?

* the name of the place you would want to have <exam> done ids <facility>, their address is <address>,
and the phone number is <number>, is there a certain day and time that works best for you?
May I please place you on quick hold while I call for you? I will stay o n the line until your appointment has
been scheduled. Before we call <new facility> let me give you the number to < original facility> so you can
cancel that appointment.

*** Please remember to cancel your appointment that has been scheduled. They may charge a fee if you
do not cancel the appointment. It is important to contact them as soon as possible. If you would like I can
assist you in canceling your appointment.

Thank you <mbr name>. remember you can always contact us at 877-309-4886, and you can find more
information on the image cost Quality program at the anthem engaged app, if not you can access the
information by logging on to your anthem account.