The resolution urges health insurance and prescription drug providers that utilize automated telephone answering services to implement a system that allows callers to easily connect with a human operator. It highlights the challenges faced by consumers, particularly senior citizens and those with hearing impairments, when navigating these automated systems, which often lack a straightforward method for reaching a live representative. The resolution emphasizes the need for a uniform approach that enables individuals to press zero to speak with or leave a message for a human during normal business hours.

In addition to advocating for this change, the resolution mandates that copies be sent to key state officials, including the Governor and the Commissioner of Banking and Insurance, to ensure that the message reaches relevant stakeholders. The overall goal is to improve accessibility and customer service in the health insurance and prescription drug sectors by making it easier for consumers to resolve their concerns through direct human interaction.