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Docusign Envelope ID: 921 F7A24-D5CE-4BCC-9F3C-5E7844661266 75 This document is CONFIDENTIAL AND PROPRIETARY to RIGHTWAY Healthcare, Inc. and may not be reproduced, transmitted, published, or disclosed to others without the prior written authorization of RIGHTWAY Healthcare, Inc. ONGOING PERir-1' 1 1 GUARANTEES (Valid through completion of the InitialTerm) Measurement Measurement ofTotal Category Performance Standard Frequency Level Amount at Risk Customer Care - Less than 5% of calls will be abandoned, RIGHTWAY Abandonment once call has entered queue Quarterly Book of Busi- 5% Rate ness Eligible Person calls received during Customer Care — each calendar year will be answered RIGHTWAY Average speed to within an average of thirty (30) seconds Quarterly Book of Busi- 5% answer or less with the exception of a failure of ness a third -party communications system Customer Care - 85% of all Eligible Person inquiries will RIGHTWAY First Call be resolved on the first contact Quarterly Book of Busi- Resolution ness Claim Operations - Eligibility must be processed within 24 RIGHTWAY Eligibility hours of receipt of a complete Eligibility Quarterly Book of Busi- 5% Accuracy and File and with 100% accuracy ness Timeliness RIGHTWAY agrees to provide at least ninety (90) days' notice to the Client prior to any disruptive Formulary or Formulary Specialty Drug list changes. Bidder RIGHTWAY Notification agrees to provide membership impact Annually Book of Busi- 5% associated with the Formulary or Spe- ness cialty Drug list changes in advance, and notify members who will be disrupted in a manner agreed upon with the Client Prescriptions dispensed from the Spe- Specialty cialty Pharmacy will be received by Eli- RIGHTWAY Pharmacy — gible Person no less than the Business Quarterly Book of Busi- 5% "Needs By Date" Day prior to Eligible Persons Needs- ness By" date, unless delay is due to an act or omission by Eligible Person. Mail Order Prescriptions requiring no intervention Claims mailed by the Mail Service Pharmacy to RIGHTWAY Turnaround - Eligible Persons on an annual basis shall Quarterly Book of Busi- 5% Clean Claims (no be dispensed and mailed within an aver- ness intervention) age of two (2) Business Days, measured 75 This document is CONFIDENTIAL AND PROPRIETARY to RIGHTWAY Healthcare, Inc. and may not be reproduced, transmitted, published, or disclosed to others without the prior written authorization of RIGHTWAY Healthcare, Inc.