On a white field, the UnitedHealthcare U logo twists and flows so as to cover the screen. White text then appears. Upbeat music plays throughout.
ON SCREEN TEXT: Support from a dedicated team
MARK: My name is Mark Van Elden...
We cut to a man in a business suit, no tie, shot close-up in an out-of-focus office.
ON SCREEN TEXT: Mark Van Elden
President/CEO, ACEC Life/Health Trust
MARK: ...and I'm the president and CEO of the ACEC Life/Health Trust.
We cut away to see Mark's body and the office more clearly. It has an open plan, with rank upon rank of computers on austere desks. Mark continues speaking, and as he does, the camera changes position periodically.
MARK: This is not a call center. This is a team of dedicated advocates looking out for ACEC members to address any of the problems that they may have when trying to navigate a complex healthcare environment. This is an exclusive team just for ACEC members. The number on the back of their ID card is different. It is just for them.
We cut to a white field. Blue text appears on it.
ON SCREEN TEXT: Common member questions
The text rises out of frame, and icons, blue and teal, appear with text under them, from left to right: first, a couple of papers with ruling, one over the other...
ON SCREEN TEXT: Benefits
and claims
...then a hand with a heart icon on its palm...
ON SCREEN TEXT: Complex
care
...and then a head in profile, the brain indicated in blue.
ON SCREEN TEXT: Behavioral
health
The icons move away in favor of a new text card.
ON SCREEN TEXT: And more
We cut to an interview of a woman in the same office, but from down the line of desks.
ON SCREEN TEXT: Destiny
ACEC Advocate
DESTINY: When a member calls, what they can expect is that I'm going to ask questions...
We see a shot of Destiny using a computer while wearing a headset with microphone. Her narration continues over this shot.
DESTINY: ...listen, 'cause I'm here to not only just build a rapport with the member...
We see a series of shots of various people on their phones.
DESTINY: ...but we're also here to make this partnership better and also educate them on their resources that they have here with UnitedHealthcare.
We cut to another interview in the office, this time of a woman wearing a suit jacket with a UnitedHealthcare lapel pin.
ON SCREEN TEXT: Carol
ACEC Operations Manager
CAROL: I would say that it's unique in the fact that, you know, we have a lot of robust data analytics behind the scenes, and it provides our advocates with a tool called a member dashboard.
We cut to a series of stylized cartoons. A person with a headset generates a speech bubble with lines in place of text, and a different speech bubble with a chat-window-style ellipsis responds.
We then cut to an overhead shot of a desktop computer, its mouse being manipulated by a hand.
CAROL: We're going to be able to see the healthcare journey that they're on.
A jagged line with gold circles over its inflection points divides a field into teal below and blue above. As time passes and the shot pans to the right, one point turns orange, and a cursor moves over it. The orange circle radiates three gold bars.
CAROL: We're gonna be able to see...
The teal field rises under the selected point, and the point leaves the rest of the line behind. It then changes to a white bulb in front of a person's head, bearing a headset. The person inclines their head to view the bulb. Then the shot zooms past the person, and the bulb becomes a balloon moving past a teal mountain.
CAROL: ...whatever, you know, benefits we might be able to offer in addition to answering the question
We cut back to a close shot of Carol.
CAROL: ...or addressing the need at the time of the call.
We cut to a different interviewee. She also wears the pin, but on a cardigan.
ON SCREEN TEXT: Joni
ACEC Advocate
JONI: When a member calls, they can expect a human being that is going to listen to them...
We see two shots of women with headsets in an office environment.
JONI: ...resolve their issues, and then think outside the box. Because a lot of the times...
We see a shot of a woman holding an infant while speaking on the phone.
JONI: ...there are questions that the members don't know to ask...
We see an elderly man and woman hiking on a sunlit hill.
JONI: ...that I can answer.
We cut back to Joni.
JONI: I am most passionate with dealing with members and their health conditions.
We see a different shot of Joni, one that shows more of the office. She is standing in an aisleway between the rows of call center desks and an interior wall.
JONI: To me, that is the most rewarding part of this job...
We see a number of shots of people in polo shirts marked "ACEC" looking at computer monitors.
JONI: ...is when somebody is dealing with a serious health condition, that I can reach out to them through that phone and really take them under my wing...
We cut back to Joni.
JONI: ...and let them know what to expect.
We see white text on a blue field.
ON SCREEN TEXT: 90% first-call
resolution
Based on the ACEC Life/Health Trust dedicated call center
performance reporting as of Q4 2022
ON SCREEN TEXT: 93% customer
satisfaction rating
Based on the ACEC Life/Health Trust dedicated call center
performance reporting as of Q4 2022
We cut to the interview with Destiny.
DESTINY: I love hearing our members, like, oh! Like that light bulb went off, like, oh, that makes sense now. So it really makes my day hearing them get that "oh!" effect, that "wow" effect.
We see two shots of men in ACEC shirts on headsets.
DESTINY: Like, this is what I have here.
We cut back to a shot of Destiny wearing a headset.
DESTINY: These are the resources that I have here that is so easily accessible.
We see a white field. Blue text appears.
ON SCREEN TEXT: "It was the greatest
customer service I've ever
experienced from any
other insurance company."
– ACEC Life/Health Trust Member
ON SCREEN TEXT: "Double checked everything
and was concerned about
my well being."
– ACEC Life/Health Trust Member
ON SCREEN TEXT: "Very, very helpful."
– ACEC Life/Health Trust Member
ON SCREEN TEXT: 22 135
dedicated U.S.-based combined years
team members of experience
As of Q4 2022.
ON SCREEN TEXT: Available at
no additional cost
to ACEC Life/Health Trust members
We return to the interview with Carol, as seen through several zoom levels.
CAROL: Healthcare is overwhelming, and that's why we're here. Supporting our ACEC members is what it's all about.
We rapidly cut between multiple people as they repeat pieces of a sentence. Three of them have not been seen heretofore in the video.
WOMAN: We're dedicated...
MAN: We're dedicated...
DESTINY: We're dedicated...
WOMAN 2: To you.
DESTINY: To you.
MAN: To you.
JONI: To you.
We leave the series of interview shots for a white field bearing text.
ON SCREEN TEXT: Talk to your broker, consultant or
UnitedHealthcare representative
to learn more
The UnitedHealthcare U logo flows onto the screen in the form of blue lines before fading in favor of text with fine print at the bottom.
ON SCREEN TEXT: United ACEC
Healthcare LIFE/HEALTH TRUST
