Draft: a touchtone telephone call-flow

Read it aloud!

(Or better, have an assistant read it aloud while you don't look at the screen.)



All right, this is Medicare member service.

If you have a billing or payment question, press 1.

If you're calling about a new or recent claim, press 2.

For details about your own benefits or coverage, press 3.

To get a membership card replaced, you can press 4.

Or, if you want to hear about some different service plans, please press 5.

(short pause)

If you really wanted something else, you can press 6 to get more choices.

(pause)

Again, if you're calling about a billing or payment for your account, press 1.

If you have a new or recent claim, press 2.

For more details about your own benefits or current coverage, press 3.

If your membership card is missing, you can request a replacement.

To do that, press 4.

If you want to hear more about some different service plans

where you might be eligible, please press 5.

Or, if you really are calling about something else,

you can press 6.

(pause)

We have some service agents for general questions.

If you want to transfer this call, press 0.

Otherwise, please press 6.



[Restart] [Bradley Lehman Resume] Part of this example will also be drafted as a speech recognition interface, for comparison.

© 2008 Bradley Lehman