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The Boston Globe

Business

Blue Cross speeds up its customer service for one week

Nobody looks forward to calling their health insurance company with a question, complaint, or claims adjustment request. But if you had to contact Blue Cross Blue Shield of Massachusetts this week, the experience might have been more pleasant than usual.

Because Blue Cross knew people who called its member services lines from Oct. 15 to 19 would be surveyed by an outside company to gauge their level of satisfaction, the Boston-based insurer prepared a special script for customer service representatives to follow this week only.

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