Aetna Members Ask ‘Ann’: Where Have You Been All My Life?
June 29 2011 - 8:30AM
Business Wire
Aetna (NYSE: AET) members are enjoying expanded service from
“Ann,” the company’s virtual online assistant that provides members
with personalized guidance to find health benefits information. As
more consumers go online for health information, Ann is proving to
be a welcome guide. In early June, Ann marked more than 2 million
chats since her debut at Aetna last year.
“Ann is programmed to respond to thousands of possible questions
and scenarios, and the technology behind her emulates the look and
voice of a human. Aetna members that have used Ann share very
positive comments about the interaction,” said Steve Schneider,
Aetna’s head of Member Enrollment and Communication Solutions.
“Based on the great response, Ann is now available across the
entire Aetna secure member website to provide even more
personalized assistance to our more than 12.5 million registered
members.”
Ann is averaging 20,000 chats per day. Claim-related questions
top the list, followed by assistance with log-in and
registration.
In addition to Ann, Aetna members now have access to an enhanced
version of the member payment estimator, which provides real-time
cost estimates for in-network and out-of-network care for hundreds
of commonly used, non-emergency health care services. Pricing is
available for diagnostic tests and procedures, physician office
services, and surgical procedures. Cost estimates are presented in
“service bundles.” A service bundle includes the most likely group
of services that will be performed with the procedure, including
such services as anesthesia or blood work. This level of detail – a
first for health plan members – gives members a more complete
picture of the costs involved and helps people better plan for and
budget for health care. Currently, members can access cost
estimates for approximately 490 physician services in network and
out of network, and 40 facility services in network.
To take a tour of Aetna Navigator or see a demonstration of Ann,
visit
http://www.aetna.com/individuals-families-health-insurance/tool/tour-index.html.
About Aetna
Aetna is one of the nation’s leading diversified health care
benefits companies, serving approximately 33.8 million people with
information and resources to help them make better informed
decisions about their health care. Aetna offers a broad range of
traditional, voluntary and consumer-directed health insurance
products and related services, including medical, pharmacy, dental,
behavioral health, group life and disability plans, and medical
management capabilities and health care management services for
Medicaid plans. Our customers include employer groups, individuals,
college students, part-time and hourly workers, health plans,
governmental units, government-sponsored plans, labor groups and
expatriates. For more information, see www.aetna.com.
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