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C -4 Careington <br /> Plan, as set forth in any Participating Provider agreement with Careington or the Benefit <br /> Provider. <br /> (d) Eligibility Report. Careington shall maintain, update and send to Client on a <br /> monthly basis, a membership and enrollment report by Member County (each, an "Eligibility <br /> Report") showing enrollment and cancellation counts. Each Eligibility Report shall be provided <br /> in a format mutually agreed upon by Client and Careington. <br /> (e) Identification Cards. Careington shall, at is own cost, provide Customers <br /> identification cards (including replacement identification cards) identifying that such Customer is <br /> a participant in the Benefits Plan in addition to pertinent telephone numbers for access to <br /> customer service and any other benefits provided under the Benefits Plan. All identification <br /> cards shall bear the Client's logo. In addition, at the request of a Member County, identification <br /> cards for Customers resident in a Member County shall also bear the name of such Member <br /> County. <br /> (f) Customer Service. Careington shall, at its own expense, establish and maintain <br /> toll-free telephone lines for use by Customers for inquiries regarding the benefits associated with <br /> the Benefits Plan. Customer service lines shall incorporate interactive voice recognition (IVR) <br /> technology. Customers shall be afforded access to properly trained and supervised customer <br /> service representatives. The IVR system shall inform callers of their opportunity to transfer <br /> immediately to a customer service representative during regular business hours. Spanish- <br /> speaking representatives shall be on duty at all times that the customer service lines are staffed. <br /> Careington shall also assure telephone access for Customers who are hearing-impaired, by <br /> means of TTY/TDD devices or other means. Careington represents and warrants that its <br /> customer service call center complies with the standards shown in Exhibit 1. Careington shall <br /> not conduct outbound telemarketing to Customers, unless approved in advance by Client. In <br /> addition, Careington shall provide Client with copies of the results of any Customer satisfaction <br /> surveys performed by or on behalf of Careington. <br /> (g) Customer Billing. Careington shall perform all billing, whether through <br /> preauthorized checking account withdrawals, credit card or other means. Careington shall accept <br /> payments from Customers in the form of personal check, money order, credit/debit cards and <br /> preauthorized checking account withdrawals. The Parties shall mutually agree on cancellation <br /> procedures to be followed in the event of non-payment of monies due. <br /> (h) Financial Reporting. Careington shall prepare and maintain, on a current basis, <br /> in accordance with GAAP consistently applied, accurate and complete financial books and <br /> records and accounts of all transactions related to the Program, including such information as <br /> may be necessary to verify payments made or required to be made by Careington to Client under <br /> this Agreement. <br /> (i) Right to Audit. Careington hereby grants to Client or its authorized <br /> representatives the right to review the books and records of Careington relating to the Program. <br /> Such inspections and audits may include, but shall not be limited to, a review of the payments <br /> made or required to be made by Careington to Client under this Agreement, sales experience and <br /> customer service. Client may exercise such right of audit during normal business hours and upon <br /> Dental Discount Program Agreement Page 4 <br />