2014-adp-qm December Incentive Quiz 4/4-as

10 Questions | Total Attempts: 44

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2014-adp-qm December Incentive Quiz 4/4-as

Closing Script


Questions and Answers
  • 1. 
    The customer does not need to be on the line when the disclaimer scripting is read as long as the HIPAA was authorized at the beginning of the application process.
    • A. 

      True

    • B. 

      False

  • 2. 
    On December 26, 2014, the Customer, Leroy Martinez, is on the line with his daughter, Cheryl Martinez. Cheryl has POA; however, Leroy is completing the application for himself. When obtaining the voice signature, Cheryl stated, “I Cheryl Martinez agree on behalf of my father, Leroy Martinez on December 26th, 2014.” How should this line item be scored?
    • A. 

      Yes

    • B. 

      Minor -5 pts

    • C. 

      Major -15 pts.

  • 3. 
    The ADP is completing a joint application. For the voice signature scripting, the ADP combined the scripting. How should this line item be scored?
    • A. 

      Yes

    • B. 

      Minor -5 pts.

    • C. 

      Major -15 pts.

  • 4. 
    ADP is completing an application for a Customer with the assistance of her HIPAA. The Customer is hard of hearing. After the ADP obtained the voice signature, the ADP informed the Customer that she could get off the line and she could provide the rest of the information to the HIPAA. How should this line item be scored?
    • A. 

      Yes

    • B. 

      Minor -5 pts

    • C. 

      Major -15 pts

  • 5. 
    When a Customer is on the call with the POA, who has to provide the voice signature?
    • A. 

      Customer-because it is their application

    • B. 

      POA-because they have POA, the Customer may not understand completely

    • C. 

      If the POA began the application and it was indicated in the opening script, then the POA. If the Customer began the application, then the Customer.

    • D. 

      Either one, it does not matter as long as there is a voice signature.

  • 6. 
    After the ADP obtained the voice signature, the ADP stated, “I will now provide you with a confirmation number” and then provides the correct confirmation number to the Customer. How will this line item be scored?
    • A. 

      Yes

    • B. 

      Minor -5 pts.

    • C. 

      Major-15 pts.

  • 7. 
    When completing a plan that is guaranteed issue (GI), it is acceptable to skip, “You should not disenroll from any plan you currently have until you receive the approval letter from <carriers for each plan enrolled>”, in the closing script.
    • A. 

      True

    • B. 

      False

  • 8. 
    The call got disconnected while the disclaimer was being played. The Customer called back in and reached the same ADP. After securing the call, the ADP can proceed to the voice signature since the disclaimer verbiage was emailed to the Customer at the beginning of the call.
    • A. 

      True

    • B. 

      False

  • 9. 
    When reading the contact information scripting, the ADP must provide the TTY number even if they Customer does not need it.
    • A. 

      True

    • B. 

      False

  • 10. 
    The ADP is completing an application for George Thomas on December 26, 2014. When obtaining the voice signature, the Customer stated, “I George Thomas agree on December twenty sixth twenty thousand fourteen.” How should this line item be scored?
    • A. 

      Yes

    • B. 

      Minor -5 pts

    • C. 

      Major -15 pts.