Contact Center Special Cases Training

25 Questions | By Catherinehalcomb | Last updated: Mar 19, 2022 | 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