AE VM Change for Callers Outside of Operating Hours or Exceptional Conditions [CR 335]

Please see attached document for Reference.

For #3/#4, Only when callers navigate down a path for an Adverse Event or Side Effect (Consumer or HCP), add prompting allowing them to choose to leave an Adverse Event VM with IQVIA as is done After Hours

For #6/#7, apply the same logic, assuming that callers are allowed the opportunity to navigate the menus. If not, add the prompting at an appropriate location in the messaging that is unique to the two conditions.

For #13/#14, apply the same logical change that was applied recently to #10/#11 allowing Spanish callers to choose to leave a VM with Spanish prompting to be answered by a GSK representative.

FYI, a future required change will be to direct Spanish callers choosing to leave an AE VM on any of the available paths to a DID provided by IQVIA which has Spanish prompting for collecting AE VMs and which would deliver to an IQVIA representative. The date for this has not been determined and this note is informational only.