Aetna Navigator® - Get to Know Ann Tour Transcript

Ann: Hi, I'm Ann, your Aetna Virtual Assistant. I’m here to help you get the most from your Aetna Navigator secure member website. Let me tell you a little bit about myself.

Ann: I’m here to answer your questions 24 hours a day, 7 days a week. I spend most of my time on the "Help and Resources" page, but you can find me in other places on your Aetna Navigator secure member website too.

Ann: If you need me, look for "Ask Ann" with my picture on the top, right side of your screen. I’m also on the left side of the screen in the "We’re here to help you" box.

Ann: Just click on the "Ask Ann" button and my chat window will open.

Ann: Let’s say you want to find out if we received your claim. Just type your question in the chat window, then, click on the orange "Ask Ann" button or hit Enter.

Ann: I'll answer your question in the chat window in writing. And, if you have your computer's sound turned on, I'll also tell you what I know in my own voice.

Ann: If you ask me a question, I'll take a look at where you are on the Aetna Navigator secure member website and guide you to the information you are looking for.

Ann: Many of my answers are included in the Here’s More links. These links offer you more information about your question.

Ann: There are a few things to keep in mind when you ask me a question. I understand simple language best. But, you don’t have to be too formal with me!

Ann: Please be sure to ask me just one idea at a time. For example, I might not understand “I want information about my deductible, and tell me about discounts.” These are two questions. It will be easier for me to understand if you will ask me one question at a time. One about your deductible and the other question about discounts.

Ann: You may see other ways to access my chat window on your Aetna Navigator secure member website.

Ann: If you need help with a word, look for the orange question mark on the screen. Then, click on the question mark and I will tell you what the word means.

Ann: There are "Learn More" links under some page titles. Click on the links for more help and information.

Ann: Now that you know more about me, please give me a try! Just ask a question. Let’s work together to get you what you need to know. When you’re finished, please take a minute to tell me what you think about me. Use the “feedback” link to help me learn more so I can continue to help you and other members.

Ann: Know more. Get better.


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