2014 - Qm - Opening Script
Opening Script
- 1.How would you grade the following statement and why?"My name is Fi Schneider, today is Wednesday July 14th. This call will be recorded- do I have your permission to record this conversation to confirm your enrollment?"
- A.
Yes- There is nothing wrong with the statement.
- B.
Minor- The BA/ADP did not read the statement verbatim (the year was not stated)
- C.
Major-The BA/ADP skipped part of the statement (the year was not stated)
- 2.The HIPAA statement/question must be read/asked on every application.
- A.
True
- B.
False
- 3.Mr. Smith is completing the enrollment both for himself and his wife, for whom he has Power of Attorney. When asked "Are you completing this Medicare enrollment for yourself?", Mr. Smith replies "Yes" and the ADP moves on to the next section. Did the ADP obtain the proper response?
- A.
No- the ADP only obtained a response regarding Mr. Smith's application.
- B.
No- the answer should be "no" since the customer is completing the enrollment for his spouse.
- C.
Yes.
- 4.On which applications must the MIR be read?(Hint: This refers to the MIR in the Opening Script, not the MIR that is read before quoting plans)Select all that apply.
- A.
Medigap-GI
- B.
Cost plan
- C.
Vision plan
- D.
Medigap-Underwritten
- E.
Medicare Advantage plan
- F.
Dental plan
- G.
Prescription Drug plan
- 5.A friend, or relative, that is a sales agent or broker cannot assist the customer with their enrollment.
- A.
True
- B.
False
- 6.The BA/ADP asks for permission to record the conversation on a joint application- Mr. Wayne says "Yes you do.", however Mrs. Wayne says nothing. How should this be graded?
- A.
Yes.
- B.
Major- The BA/ADP skipped this line completely.
- C.
Minor- The ADP/BA did not obtain consent to record the call.
- 7.The BA/ADP did not read the plan number when summarizing the enrollment decision- this should be marked as a minor infraction for not reading the script verbatim.
- A.
True
- B.
False
- 8.On a joint application, the BA/ADP is required to:
- A.
A- Obtain a verbal response to the HIPAA question from each customer.
- B.
B- Read the entire opening script twice, once to each customer.
- C.
C- Provide the average of the two premiums if they are different for each customer.
- D.
D- Both B and C.
- E.
None of the above.
- 9.Dr. Grey has Power of Attorney for her husband, however he will be completing his own enrollment with assistance from his wife. The BA/ADP must ask the POA question/ read the POA statement to Dr. Grey and obtain verbal confirmation that she holds Power of Attorney.
- A.
True
- B.
False
- 10.If the POA started the application (The customer was not on the line during the Opening Script) and the customer completes it by giving their voice signature after the disclaimer, what line items on the QM form should be marked down?
- A.
3-10 only
- B.
6-10 only
- C.
9 only
- D.
53 only
- E.
We would only coach this
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