Specifications include, but are not limited to: •Offeror should provide a dedicated fully-operational toll-free telephone line that is answered by a live person Monday through Friday during standard Arizona business hours of 8:00 AM to 6:00 PM (AZ time). Calls outside of these hours should be handled by voice mailbox or an equivalent system, and calls should be returned by a knowledgeable staff member by the end of the following business day. •Offeror should ensure that members with limited English proficiency, Spanish-speaking, and those that are deaf or hearing impaired have access to communication services that enable them to utilize the phone lines. •Offeror should provide customer service to answer inquiries on claims, eligibility, provider network, services, coverages, or other inquiries from participants Monday through Friday from 8:00 AM to 6:00 PM (AZ time). •Offeror should ensure the customer call center is available thirty (30) days before the implementation "go live" date for members transitioning, as well as for potential new members to call with questions about the plans, services, administration or provider network.