CVS Caremark Prescriptions Customer Service

When you call the customer service phone number for OptumRx for General Electric, you're greeted by an automated messaging system. It first states that the call may be monitored or recorded for quality purposes, then offers a Spanish language option (press 3), and finally asks if you're calling as a member, provider, or pharmacy. (Thumbs up for having a Spanish language option!)

The automated messaging system is voice-activated, which may be a pro for some, but is certainly a con for me. In my opinion, voice-activated systems never seem to work effectively or efficiently. I much prefer a standard phone menu to select from rather than a system that's going to say "Sorry, I didn't quite catch that," after every clearly enunciated statement.

If you don't engage with the voice-activated system, it asks you to enter your 9-digit General Electric SSO employee ID or Social Security number after a brief pause. If you don't have a selection, it will ask one more time, then say, "Let's move on," and inquire about the state you currently live in. Thankfully, the system understood me and I was directed to a different phone menu, for lack of a better term.

It's not exactly a traditional phone menu since it's still entirely voice-activated, but it does present a few potential options to choose from. According to the system, you can say:

• "I want to check my benefits."
• "I have a question about a claim."
• "I want to speak with a nurse."

It gives you very little time to respond. I said, "I want to check my benefits," and it responded by asking if I wanted to speak with a nurse. It got it right on the second try, however, and then asked if I would take a brief survey after the call. I declined, and was finally transferred to a representative.

The representative was professional and helpful, which helped to make up for the frustration caused by the automated system.