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DocuSign Envelope ID:E8C538EF-9595-4E36-A4C9-2CA66C7BE34A <br /> 5 Blocked Call 1% or less of calls to Envision's Annually No more <br /> Rate member help desk call centers will than 10% <br /> receive a busy signal each Contract to be <br /> Year, measured on a book of business allocated <br /> basis. towards <br /> "Blocked Call Rate"means the (i) one <br /> number of incomplete member performan <br /> telephone calls to member help desk ce area. <br /> call centers each Contract Year which <br /> were never received due to the caller <br /> receiving a busy signal, divided by(ii) <br /> the total number of member telephone <br /> calls presented to member help desk call <br /> centers during such Contract Year. <br /> Mail Order Pharmacy <br /> 6 Dispensing Dispensing Accuracy Rate for each Annually No more <br /> Accuracy Contract Year will be 99.99% or greater, than 10% <br /> measured on a book of business basis. to be <br /> "Dispensing Accuracy Rate"means (i) allocated <br /> the number of all mail and specialty towards <br /> pharmacy prescriptions dispensed by one <br /> Envision, less the number of those performa <br /> prescriptions which are reported to nce area. <br /> Envision and verified by Envision as <br /> having been dispensed with the incorrect <br /> drug, strength, form,patient name, <br /> directions, address causing the medication <br /> to be delivered incorrectly and packing <br /> non-conformances divided by (ii)the <br /> number of all mail and specialty <br /> pharmacy prescriptions dispensed by <br /> Envision. <br /> \Pass-through PBMSA(041917) ©Envision Pharmaceutical Services,LLC Page 30 of 41 <br />