Call Flow
ANSWER: KX 4980 - Greeting the Caller
Question: What article would you use to assist with locating cover letters and benefit summaries?
ANSWER: KX 16172 - How do I find Pre-Enrollment account information in KnowledgeXchange?
Question: What medical plans did Extend, Inc (00632274) offer in 2026?
ANSWER: OAP, OAP HSA
Question: What is the in-network deductible for the OAP Base plan for Decision Technologies, Inc. -
ANSWER: Individual - $2,000, Family - $4,000
Question: What article would you use to find examples of probing questions to ask Pre-Enrollment customers?
ANSWER: KX 25459 - Discovery Questions for Pre-enrollment
Question: What / where are the two filter options in Knowledge Xchange to locate cover letters and benefit summaries?
ANSWER: All Content - Pre-Enrollment filter, Source Filter - Pre-Enrollment
KX 16172 - How do I find Pre-Enrollment account information in KnowledgeXchange?
Question: What drug list does Carolina Friends School (00623454) use for 2026?
ANSWER: Facets - Advantage
True or False: Bariatric surgery is not a covered benefit for the OAP Base plan for Decision Technologies, Inc.
ANSWER: True
True or False: The post call survey closing process applies to prospective customers.
ANSWER: True
KX 79906 - What is the Post Call Survey process?
Question: What should you ask when you cannot locate an account (employer) in Knowledge Xchange?
ANSWER: Ask the customer if the company has an alias or parent company name.
Question: Will I have to enroll in coverage if I want to keep the same options with my employer Carolina Friends School - 00623454?
Answer: No; passive enrollment.
KX 45985 - Does the customer need to re-enroll for their benefits during Open Enrollment?
Question: Is there any difference in the in network coinsurance between the OAP Base and Buy Up plan for Decision Technologies, Inc.?
Answer: No; both 100%
True or False: A prospective customer can register for myCigna even if they have never had coverage.
ANSWER: False; customers cannot register if they are not yet on file. Customers who are on file but not yet active will see limited information after registering.
KX 71693 - Can I register on myCigna before my account is active?
Question: What article should be used when you cannot locate an account (employer) within Knowledge Xchange?
ANSWER: KX 1527 - I cannot find the customer's pre-enrollment information
Question: Can I elect to cover my domestic partner on the plan? Decision Technologies, Inc. - 0664264
ANSWER: Yes
Question: My employer (Midtown Fellowship, Inc) is offering an HRA for 2026. Can I use this account for copays?
Answer: No, copays for medical expenses are not reimbursed from the account.
Questions: What information is required when documenting a prospective customer call?
ANSWER: Account Name, Product, Requested Topics
KX 16179 - How do I track a Pre-Enrollment call in OneView? (step 4)
True or False: You should refer the customer to their employer if we do not have their Pre-Enrollment information in Knowledge Xchange?
Answer: False
KX 1527 - I cannot find the customer's pre-enrollment information
QUESTION: Are there any crucial / sensitive issues that can be communicated to the customer for this account? Roth Construction, Inc. - 00664298
ANSWER: Cigna will apply deductible/OOP accumulator credit from prior carrier.
Hearing Aids Covered
Question: Will the HRA OAP plan for Midtown Fellowship, Inc. run on a contract / plan year or calendar year?
Answer: Plan year