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Onboarding agent for Aetna

The onboarding agent for Aetna saves the member’s Aetna plan during onboarding, so later answers use it.

Ridgeway LogisticsOnboarding agentWhatsApp

Onboarding agent: Welcome to Ridgeway Logistics, Nomsa. Two quick questions so I can set things up. What would you most like help with?
Customer: I want to use the benefits on offer.
Onboarding agent: Got it. Is WhatsApp or email better for check-ins, and is morning or evening better?
Customer: WhatsApp, evenings.
Saved goal and preferencesAetna
Onboarding agent: Perfect. I’ll check in on Monday evenings, and you can message me any time in between.

Sample conversation. People, brands and figures are made up.

What it can do with Aetna

Saves the member’s Aetna plan during onboarding, so later answers use it
Match the member to their Aetna option from the 3 on file (Open Access, HMO and PPO), with their membership number, from a message or a photo of their card
Answer general questions about Aetna cover, and send plan-specific ones to the Aetna service line rather than guess
Read a claims or benefit statement the member sends and explain each line still owed, in plain words

Saves the member’s Aetna plan during onboarding, so later answers use it.

Yes.

The goal, preferred channel and time, and anything the person chooses to share.

No.

No.

Ollie’s agents give wellness guidance. They don’t diagnose or prescribe, and hand off to a human expert when needed.