When you call the customer service line for CVS Caremark, you're first greeted by an automated voice messaging system.
You're informed that the call may be monitored or recorded for quality purposes, followed by a detailed rundown of the services available on their website:
Oddly, the system phrases the first part of the above message as, "Did you know you can access all prescription services plus health and drug information via the Internet?" I'm not sure if that makes me feel very old or very young, but I digress.
After providing this information, the system invites you to stay on the line if you'd like to speak with a representative, which is awesome. I appreciate not having to navigate through a convoluted phone menu to reach a human. More importantly, this enhances user accessibility and surely improves caller outcomes overall.
However, it's worth noting that there aren't any alternative language options available. While I appreciated all of the above information, I'm a native English speaker. Offering a Spanish language option, at least, would significantly increase accessibility and be a lifesaver for those more comfortable discussing prescriptions and using medical and insurance terminology in their native language. I know I personally wouldn't feel confident having such conversations in my second language. You know?
That being said, I was able to successfully reach a representative. My wait time was very short, perhaps because I called early in the morning. The person I spoke to was extremely helpful and offered to send me information via email if needed. Overall, I had a positive experience.
I've been using Caremark for over a decade now, and while the company itself may, in my personal opinion, (frequently) make mistakes, the representatives I've spoken to over the years have generally been wonderful.