HEALTH DIALOG SERVICES CORPORATION

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them, reference to tools and guides provided by Client, and provision of information about resources, as well as assistance in dealing with problems and barriers commonly encountered in the health care system. C. Health Dialog will appropriately refer members to community resources (Client to provide resource information to Health Dialog) based on a mutually agreed upon process. D. All Health Coaches have access to interpreter services via telephone in over 200 languages. When Spanish-speaking W-1 Eligible Members call, they will be transferred to Spanish-speaking Health Coaches when such Health Coaches are available. E. Health Coaches can be contacted via a toll -free number (the "Support Number"). Health Dialog is responsible for the cost and maintenance of the Support Number. IV. Operations and Reporting Health Dialog will use its proprietary system to operationally support and manage the Health Dialog Services. Health Dialog shall deliver its Nurse Line consistent with the following operational service standards (all measured on a rolling 12 month basis anc based on Health Dialog's standard reports for such activities): 1. Average telephone answer time <_ 30 seconds 2. Average internal telephone hold time <_ 30 seconds 3. Average call block rate <_ 3% The reporting for the Nurse Line will consist of (a) a monthly activity report including call volumes, speed of answer, hold time and call blockage rate , as well as a day and time of call analysis (b) weekly call volume and operational metrics as stated in IV, and(c) a daily call -level return file, which provides details on each of the calls processed for the Nurse Line, including the reported symptom and recommended outcomes for each call. A secure file transmission process must be in place in order to share the daily call -level return file. V. Initial Implementation Services Health Dialog will provide support to the Client in preparation for initial implementation of the Nurse Line. The activities listed below describe the typical implementation process, with the final implementation details and timing to be determined by the Parties' representatives on the implementation team: A. Client Provided Information As part of the implementation process, Client will provide to Health Dialog the information required to implement the Health Dialog Services, according to the requirements defined in Section VIII below, including 3