Random
How many days can a tenured agent be absent without notice before their contract may be placed on hold?
3 days
What does Medicare Part A cover?
Hospital Insurance
What must you obtain before moving forward when asking about Tricare, ChampVA, or VA benefits?
A clear yes or no answer
Why are dispositions one of the most important parts of your job?
They tell the story and inform clients where to spend marketing dollars
What phrase must you say on every call regarding recording?
“This call is being recorded.”
What does Medicare Part B cover?
Medical Insurance
What must you say if a consumer confirms they have Tricare or ChampVA?
“Thank you for your service.”
What disposition is used when you successfully transfer the consumer to a licensed agent?
Transfer Successful
What must you obtain before moving forward when discussing group insurance?
A clear yes or no answer
How long can you allow a consumer to hold while grabbing their Medicare information?
120 seconds/ 2 MINS
Can you move forward if a consumer has Tricare?
No — Tricare is the best, do NOT move forward
What disposition is used when the consumer hangs up during the first transfer attempt?
Transfer Prospect Hung Up
Can you move forward if the consumer has insurance but not through an employer?
Yes
What number can consumers call for Medicare questions?
1‑800‑MEDICARE (1‑800‑633‑4227)
Can you move forward if a consumer has ChampVA?
No — ChampVA is the best, do NOT move forward
What disposition is used when the consumer proactively says they have Tricare or ChampVA?
NQ Tricare
If a third party has no POA and the consumer is unavailable, what must you do?
Politely end the call and advise them to call back when the consumer is available.
Can you move forward if a consumer says they have something in addition to Part A & B?
Yes.
Can you move forward if a consumer has regular VA Health Care?
Yes — regular VA is allowed
What disposition is used when the consumer only has Part A OR Part B of Medicare?
NQ No Medicare