AEP 2025 Calls

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This report provides trends and details of Member and Prospective Member calls during the Annual Enrollment Period (10/15 - 12/7).

Dashboard Views:

1. AEP 2025 Calls
2. Call Trends
3. Call Topics by State
4. Calls per Weekday

This view compares the current and previous year call volume by week based on Customer Service Professional (CSP) task entries into Facets.

Interaction: When you select a bar, the top trends are listed for the week.

This view identifies Top Call Trend counts by Task Subject/Category.  

Filters Available

1. Line of Business
2. Type of Change (Service Area Reduction, Non-Renewal Plan, County Exit)
3. Provider (Termination)
4. M3P Call (Y/N)
5. Caller Type (Broker, Member, Provider, etc.)

Displays the top call reasons for each of the four states based on the filters:

1. AEP Week
2. Line of Business
3. Type of Change (Service Area Reduction, Non-Renewal Plan, County Exit)
4. M3P Call (Y/N)
5. Provider (Termination)
6. Caller Type (Broker, Member, Provider, etc.)

Compares calls made on Weekdays vs Weekends. Visualizations include a total calls by Subject/Category , a bar chart comparing current year month to previous year month, and a detail table by Subject/Category and week