Contact Center Special Cases Training

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Quizzes Created: 1509 | Total Attempts: 5,225,587

Questions: 25 | Attempts: 193 | Updated: Mar 19, 2023

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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
Correct Answer
A. True

Explanation
The Account Information Tool and NaviLink Plan Info show us that this customer is eligible for ante-partum paid leave.

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2.

The Ante partum coverage is paid.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
The Viacom Maternity Cheat Sheet affirms that the ante-partum coverage is paid.

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3.

This EE has a claim for state-mandated STD coverage.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
NaviLink search results show both a Group STD and a State-mandated STD claim.

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4.

Will the State Disability claim run concurrently or sequentially with the claim on the ER SI policy?
- A.
  
  Concurrently
- B.
  
  Sequentially
Correct Answer
A. Concurrently

Explanation
The state-mandated disability runs concurrently with Group STD coverage.

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5.

The EE is required to use her PTO during the PFL time once her FML exhausts.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
This EE has the option to be paid 100% using vacation time only or can receive partial payment using PFL only. This information can be found in the MSK Maternity Cheat Sheet.

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6.

This employee works in NY so may be eligible for NY PFL.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
The EE lives and works in New York so may be elig for PFL benefits.

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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
Correct Answer
A. True

Explanation
You should be offering and sending it when applicable to the call.

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8.

The ER is advised of the EE's leave status.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
Folder Contents for the FMLA Leave shows an Employer-Outgoing email containing New Leave Status was sent on 04/03/19.

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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
Correct Answer
A. True

Explanation
The EE can chose to use PFL from when the baby is born or after the DBL ends. .

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10.

The EE can take two weeks off prior to her date of delivery without a doctor note.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
The Ante-Partum period is medically manager would would require medical support.

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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
Correct Answer
B. False

Explanation
The paid parental of 100% begins as of the babies date of birth for the birth parent.

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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
Correct Answer
A. True

Explanation
It is extremely important that you are using all of your resources. Reach out to a mentor if needed.

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13.

What type of state-mandated claim does this employee have?
- A.
  
  HI TDI
- B.
  
  NJ TDB
- C.
  
  NY DBL
Correct Answer
C. NY DBL

Explanation
This employee is eligible for New York state DBL because she works in NY.

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14.

If this EE has the ante partum provision, what is its duration in weeks?
- A.
  
  1
- B.
  
  2
- C.
  
  4
- D.
  
  6
Correct Answer
B. 2

Explanation
The Account Information Tool and NaviLink Plan Info show us that this customer is eligible for two weeks ante-partum paid leave.

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15.

If the ante partum coverage is paid who pays: The ER or Unum?
- A.
  
  ER
- B.
  
  Unum
Correct Answer
A. ER

Explanation
Because the Group coverage is ATP, the Employer pays the ante-partum leave.

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16.

The benefits duration for vaginal delivery on the Group STD coverage is how many weeks?
- A.
  
  2
- B.
  
  4
- C.
  
  6
- D.
  
  8
Correct Answer
C. 6

Explanation
NaviLink Plan Info shows us that an eligible employee may take 6 for delivering a baby vaginally.

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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
Correct Answer
D. 8

Explanation
NaviLink Plan Info shows us that an eligible employee may take 8 weeks for delivering a baby via C-Section.

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18.

Who pays the Group STD benefit: Unum or the Employer?
- A.
  
  Unum
- B.
  
  ER
Correct Answer
B. ER

Explanation
The Group STD is ATP, which means the employer pays the STD benefits.

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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
Correct Answer
C. 6 weeks

Explanation
NY DBL offers up to 6 weeks of STD coverage for eligible employees who deliver vaginally.

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20.

This EE's claims/leave are pending LDW/MAT info.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
The LDW and DOD was recent confirmed on 8/16/19

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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
Correct Answer
B. PFL

Explanation
The New York Paid Family Leave protection is available to this EE if she is eligible.

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22.

Unum has received the DOD/LDW info.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
Folder Contents reflects this as of 06/12/19.

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23.

The caregiver leave can be taken for a mother-in-law.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
AIT reflects that it can be taken for Spouse, Parent, Child, Grandparent, Grandchild, Domestic Partner, Parent-in-law, Siblings

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24.

The non maternity parental leave can be taken on an intermittent basis.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
The parental leave is only a full leave and cannot be taken intermittently.

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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
Correct Answer
B. False

Explanation
It will be based of the 1st absence date for the leave so it will remain as the 2018 benefit. An employee will need to file a new unrelated leave or leave after 3 full months to qualify for the 2019 benefit.

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Contact Center Special Cases Training

This customer has the Ante partum provision.

The Ante partum coverage is paid.

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

Will the State Disability claim run concurrently or sequentially with the claim on the ER SI policy?

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

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

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.

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

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

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

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.

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.

What type of state-mandated claim does this employee have?

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

If the ante partum coverage is paid who pays: The ER or Unum?

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

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

Who pays the Group STD benefit: Unum or the Employer?

The benefits duration for the state-mandated STD coverage for vaginal delivery is:

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

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

Unum has received the DOD/LDW info.

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

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

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.