11-30, Team Angela

What pieces of PII do you need to authenticate a no color inbound caller?

• First/Last Name, DOB, Zip Code

• First/Last Name, DOB, Last 4 of SSN, Zip Code

• First/Last Name

• First/Last Name, Last 4 of SSN, Zip Code

Scenario: I need to see doctors outside of my plan's network. Which plan type would fit me best?

• EPO

• PPO

• HMO

You should use the _____ script if you cannot hear your customer.

What is the correct number for the English Agent Connect Line?

• 855-257-5983

• 888-687-1502

• [phone]

• 1-855-242-8282

True or False: You can update an enrollment during a secured chat.

• True

• False

Why should you re-launch screen pop?

• To transfer the call

• Screen only displays manage members

• Screen Pop won't load

• To send customer to survey