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Medication Moexipril: Case Summary

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Issue Summary The members medication Moexipril was shipped to an incorrect address on two separate occasions. The member never received her medication because the address was not correctly updated and the CSA’s did not follow the correct procedures. Call Summary 12/30/16- Member called Mail Order to initiated a refill. Customer Service agent verified the members correct shipping address but order was shipped to member’s old incorrect shipping address. 1/4/17- Member called Mail Order to check the status of her medication Moexipril. The customer care agent advised the order was supposed to deliver on 1/4/17. The Customer Service Agent initiated a replacement order but did not remove the incorrect address. The a replacement

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