Qm - Quiz 1
10 Questions
| Total Attempts: 59
Questions and Answers
- 1.Customer calls in and has already placed a plan in their cart. The attribution shows the BA's name; however, the BA went straight to the application. The MIR does not need to be read, since they did not go over the plan benefits or quote premiums.
- A.
True
- B.
False
- 2.ADP reads Plan F benefits: Covers 100% of the yearly Part B deductible ($147.00 for 2013). The ADP read: Covers 100% of the yearly Part B deductible ($147.00), but did not say for 2013. This is a 2014 plan. Should this line item be marked down?
- A.
Yes
- B.
No
- 3.If an BA tells the customer they’re eligible for a 5% spouse discount and it’s not available in the customers state
- A.
Coaching
- B.
Red Flag
- C.
Prohibited Practice
- D.
None of the above since it's not a required benefit
- 4.CID: 14850751; 14850752 Call ID: 7111108 Time stamp 00:40:03-00:41:39 Listen to the call at the time stamp provided. How would you score this section?
- A.
Wouldn't mark down as the information is correct
- B.
Coaching since the ADP stated "but they reserve the right"
- C.
Prohibited Practice
- D.
Minor under line item 12/Potential Medicare Supplement Plan rate increase
- 5.If the BA doesn’t review all the information pertaining to the specific drug asked about, this should be scored as a red flag.
- A.
True
- B.
False
- 6.Mr. and Mrs. call in with an appoved HIPAA on the line. Both of their full names are obtained, but during secure the call, the HIPAA provides Mr.'s DOB and Mrs. DOB. Mrs. then provides her last 4 and Mr. then provides his last 4. Is the account fully secured?
- A.
Yes
- B.
No
- 7.CSR takes call from the Customer who is calling in to enroll into a plan. CSR verifies the profile information, asks situation analysis questions and then reads the MIR. After reading the MIR, the CSR transfers to the BA. BA would not need to read the MIR again since the CSR read it prior to transferring the call.
- A.
True
- B.
False
- 8.When verifing that the Customer has an AARP membership prior to enrolling the Customer into the AARP Plan N, the ADP informs the Customer that he shows that they have a membership, but it has expired. The ADP then informs the Customer that AARP will contact the Customer to get the membership renewed by mail. This is correct, since the Customer previoulsy had an AARP membership and a membership is only required for Plan F.
- A.
True
- B.
False
- 9.Mrs. Lois Black is completing her Medigap application with her daughter on the line to assist. The HIPAA scripting was not read during the opening script. When the ADP asks the question "Have you had coverage under any other health insurance within the last 63 days ?", Mrs. Black does not answer, so her daughter says "No". The Customer then says "oh sorry, no" Should this be marked down and if so where?
- A.
#40-Minor-Someone other than the Customer provided the answer
- B.
#10-Major-Skipped the HIPAA scripting
- C.
#47-Minor-Someone other than the Customer provided the answer
- D.
None of the above
- 10.On a joint application, Customers are on the line and also have a HIPAA. The HIPAA scripting must be read to each spouse and then again for the HIPAA?
- A.
True
- B.
False
This quiz will test your knowledge on securing the call.
Questions: 15 | Attempts: 189 | Last updated: Mar 13, 2015
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Sample QuestionIf the customer calls and only asks general questions, would the agent be required to secure the call?
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