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CONEXIS ':. human resourceful" Performance Standards Exhibit: Reimbursement Services Performance Standard Performance Performance Standard Definition Percentage at Risk for Category Standard Service Charge Reduction 1. Client Statement 98% distributed, Time in which client statement is 1.5% Timeliness equal to or less than, posted by CONEXIS to the 7 business days after CONEXIS web site after the close the 18t of the month of the previous month. 2. Inbound File 98% processed by Time from CONEXIS' receipt of 1.5% Processing Timeliness CONEXIS, equal to accurate data from Client to or less than, 2 accurate application within the business days after CONEXIS system date received by CONEXIS 3. Average Speed to Equal to or less than Average speed to answer all 1.5% Answer Participant 30 seconds incoming Participant Calls Calls 4. Participant Call Equal to or less than Percent of Participant calls 1.5% Abandonment Rate 5% of calls abandoned 5. Resolution of 90% within 1 Percent of all Participant initiated 1.0% Participant Inquiries* business day, after Inquiries resolved or closed by date case was CONEXIS. Inquiries include those opened by CONEXIS received via phone, email, facsimile or regular mail within a specified timeframe. 6. Resolution of 98% equal to or less Percent of all Participant initiated 1.0% Participant Inquiries* than, 5 business days Inquiries resolved or closed by after date case was CONEXIS. Inquiries include those opened by CONEXIS received via phone, email, facsimile or regular mail within a specified timeframe 7. Participant Claims 98% equal to or less Percent of all participant claims 1.0% Turnaround Timeliness than, 3 business days ready for payment within a specific after date received number of business days after by CONEXIS CONEXIS' receipt of properly completed claim form 8. Percent of Participant 98% of claims are Percent of all participant claims paid 1.0% Claims Paid Financially financially accurate. financially accurate by CONEXIS, Accurate** based on information available at the time and CONEXIS procedures then in effect, by using the analysis technique described below MAXIMUM PERCENTAGE AVAILABLE FOR SERVICE CHARGE REDUCTION 10.0% V1.4/031907 * Resolution to the extent that CONEXIS has received all information required by the plan and/or applicable law to resolve the inquiry. Resolution includes forwarding issues to Client where CONEXIS is not authorized. ** The total population of paid claims is generated from a scheduled query. An American National Standards Institute (ANSI) sampling chart identifies sample size, and the systematic sample is automatically generated by using a commonly accepted data analysis tool. The total population of paid claims includes those received via regular mail or facsimile and excludes any card claims, IPR, HRA, or other claims without a Claim form. The total population of paid claims excludes those claims where Client directs CONEXIS to pay or deny a claim (in whole or in part) contrary to CONEXIS' interpretation and administration of applicable law. PEPM Billing — Less Than 1000 lives RAS Fee Schedule/Service Appendix 10 V9.0-040111