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 is the group# for the CITY OF SPRINGFIELD, MASSACHUSETTS account?
ANSWER: 3316064
Question: What are the in-network calendar year deductibles for the Dental Total Choice DPPO 2026 plan?
ANSWER: Individual - $50.00, Family - $150.00
Question: What article would you use to find examples of probing questions to ask Pre-Enrollment customers?
ANSWER: KX 86453 - Dental Pre-Enrollment Discovery Questions
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 is the Alias Account Name?
ANSWER: City of Springfield MA
True or False: The Dental Total DPPO Buy Up 2026 Plan includes a Progressive Maximum benefit?
ANSWER: True
What must be confirmed before closing a pre-enrollment call?
ANSWER: Verify that all the chatter's concerns have been addressed.
KX 5165 - How do I close a call or chat?
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: Are customers required to re-enroll in the plan?
Answer: Yes; active enrollment.
KX 45985 - Does the customer need to re-enroll for their benefits during Open Enrollment?
Question: What is the coverage requirements and Lifetime Maximum for Orthodontia on the Dental Total DPPO Buy Up 2026 Plan?
Answer: Coverage for dependent children to age 19/ Lifetime Benefits Maximum of $1,500.
True or False: Customer can register for myCigna even if the plan is not yet active
ANSWER: True: Some groups and individual customers can register for myCigna before their plans start. However, the website has limited functionality, as no plan information populates.
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?
ANSWER: No
Question: True or false:
Implants are covered on the Dental Choice Buy Up Plan for Texas residents?
Answer: False; Implants are a benefit exclusion
Questions: If the account name was not found, what must be done when documenting a pre-enrollment call in Oneview?
ANSWER: If account name is not found, type "Missing Account" in the Account Name field. Enter the account name in the Missing Account Name field instead.
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: What is the patient charge schedule for the DHMO plan offered?
ANSWER: PCS Q5I00
Question: Does the City of Springfield, Massachusetts DHMO plan have an office visit fee?
Answer: No