The doctor in the article makes this point a couple of times as well: if the only metrics are "time to close" the particular file or case, that's the only metri

The doctor in the article makes this point a couple of times as well: if the only metrics are "time to close" the particular file or case, that's the only metric they are being judged upon. Cigna clearly decided that they did not want to measure quality, only time-to-close.