Contact Center Special Cases Training

25 Questions | Total Attempts: 180

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Contact Center Special Cases Training - Quiz

Your Mission: Please use the instruction sheet to answer these questions. Be sure to place close attention to the numbers as you will use different claim/policy numbers during this knowledge check. You may use your resources.


Questions and Answers
  • 1. 
    This customer has the Ante partum provision.
    • A. 

      True

    • B. 

      False

  • 2. 
    The Ante partum coverage is paid. 
    • A. 

      True

    • B. 

      False

  • 3. 
    This EE has a claim for state-mandated STD coverage.
    • A. 

      True

    • B. 

      False

  • 4. 
    Will the State Disability claim run concurrently or sequentially with the claim on the ER SI policy?
    • A. 

      Concurrently

    • B. 

      Sequentially

  • 5. 
    The EE is required to use her PTO during the PFL time once her FML exhausts. 
    • A. 

      True

    • B. 

      False

  • 6. 
    This employee works in NY so may be eligible for NY PFL. 
    • A. 

      True

    • B. 

      False

  • 7. 
    You should offer to send the LOA tool in SHT when an EE calls in with questions related to leave types and durations as a visual aid to help. 
    • A. 

      True

    • B. 

      False

  • 8. 
    The ER is advised of the EE's leave status.
    • A. 

      True

    • B. 

      False

  • 9. 
    In general, NY Paid Family Leave can be taken from the date that the mother gives birth if she chooses to do so. 
    • A. 

      True

    • B. 

      False

  • 10. 
    The EE can take two weeks off prior to her date of delivery without a doctor note. 
    • A. 

      True

    • B. 

      False

  • 11. 
    This ER pays their EEs that are the birth parent 100% 6 weeks for STD and then 100% for 6 weeks under the parental leave. 
    • A. 

      True

    • B. 

      False

  • 12. 
    You are required to access the SHT, Policy Provisions in NL/CME, the claim/leave (if applicable) and AIT before discussing any benefits with the  caller. 
    • A. 

      True

    • B. 

      False

  • 13. 
    What type of state-mandated claim does this employee have?
    • A. 

      HI TDI

    • B. 

      NJ TDB

    • C. 

      NY DBL

  • 14. 
    If this EE has the ante partum provision, what is its duration in weeks?
    • A. 

      1

    • B. 

      2

    • C. 

      4

    • D. 

      6

  • 15. 
    If the ante partum coverage is paid who pays: The ER or Unum?
    • A. 

      ER

    • B. 

      Unum

  • 16. 
    The benefits duration for vaginal delivery on the Group STD coverage is how many weeks?
    • A. 

      2

    • B. 

      4

    • C. 

      6

    • D. 

      8

  • 17. 
    The benefits duration for C-section delivery on the Group STD coverage is how many weeks?
    • A. 

      2

    • B. 

      4

    • C. 

      6

    • D. 

      8

  • 18. 
    Who pays the Group STD benefit: Unum or the Employer?
    • A. 

      Unum

    • B. 

      ER

  • 19. 
    The benefits duration for the state-mandated STD coverage for vaginal delivery is:
    • A. 

      2 weeks

    • B. 

      4 weeks

    • C. 

      6 weeks

    • D. 

      8 weeks

  • 20. 
    This EE's claims/leave are pending LDW/MAT info.
    • A. 

      True

    • B. 

      False

  • 21. 
    Since the employee lives and works in New York, what other protections could be available to her if she is eligible?
    • A. 

      TDI

    • B. 

      PFL

    • C. 

      Workers Comp

    • D. 

      TDB

  • 22. 
    Unum has received the DOD/LDW info.
    • A. 

      True

    • B. 

      False

  • 23. 
    The caregiver leave can be taken for a mother-in-law. 
    • A. 

      True

    • B. 

      False

  • 24. 
    The non maternity parental leave can be taken on an intermittent basis. 
    • A. 

      True

    • B. 

      False

  • 25. 
    If an EE has a continuous leave  in 2018 for NY PFL that turns over into 2019.  Their benefit and duration will increase as of 1/1/19. 
    • A. 

      True

    • B. 

      False

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