Contact Page
The SSN is missing from the contact page completely, there are no notes regarding this, what should we do if we hear in the recording that the agent verified only the last 4 of SSN?
We will need to note the TLD notes page, indicate the agent verified last 4 of SSN only, and list what was verified.
If we see the wrong plan was selected in Sherpa, which option would we select on the accuracy form?
“Plan selected matches plan note”
You open a policy in Sherpa and realize that a different agency is listed as the NPN in Sherpa. What would your next steps be? How would you handle errors in the application?
We would need to download the application document from TLD Policy Page and audit the information in TLD from that.
If there were errors in the Sherpa application when enrolled, we will not correct them since that is no longer our client
True or false. We no longer need to put our dates/initials on each note.
False. We are still dating and initialing each note.
What is the very first thing we check when we get to the policy page on your auditing form?
Checking to ensure the plan enrolled is the plan that was quoted to the client
True or false. In our auditing process, we review the "Applying for Coverage" box and make sure it is correct.
True. We would verify that the main applicant is applying and mark yes in that box on the contact page if so.
You try to pull a policy up in Sherpa but cant find it with FFM ID or Name, what would you next steps be? How would we handle this policy?
We would want to first search the marketplace and see if it comes up. If it says “view on dash” we can click that and audit once it comes up. If it says “add to clients” OR we still can’t find the client when searching a second time; we will change the status to pending approval needed and leave our notes.
If we pull a policy up that has multiple dependents, and one dependent had their name spelled wrong in sherpa, how will we indicate this on the form?
We will mark "Is all dependent/spouse information accurate?" as No, and in the box below we will explain which dependent we're referring to and what was incorrect.
You are unable to work an application for whatever reason after you've conducted your review. You put your name in the auditing specialist box along with the date. What step is missing?
Noting the situation and why we can't audit that policy, also our audited note.
The effective date in sherpa says 6/1/2024, and it was enrolled 7/24/2024. What will the effective date be in the policy page?
The effective date should be 8/1/2024.
The address is not validated on the contact page. When you click to validate it, the zip code changes by one digit. Do we need a new quote note?
Yes. We will always fix the quote note if it does not match information in TLD and Sherpa.
The income amount is incorrect in Sherpa. Sherpa was also requesting an income doc that was submitted and still in "Pending" status. What steps do we need to take?
We will ensure the quote note has the correct income in it first, if it does we can update the income in Sherpa. We will also want to recreate and reupload the income doc to TLD/Sherpa and final/eligibility docs to TLD
Which two sections of the form can be completed at the same time?
Contact Page and Application Information in Sherpa
We audit the contact page and the application information in sherpa at the same time, so you can fill these sections on the form at the same time as well
What note do we always leave on the notes tab after finishing our review even if we do not have to add a status note?
Policy audited for accuracy/confirmed AOR status. (Our auditor note)
True or False
We need to always check the marketplace docs section of the policy page - even when there are no pending docs
True
Since we are judging accuracy, we will fix and mark it down if there were docs selected that were not being requested from Sherpa.
True or False. There is a P.O BOX and physical address in TLD. Only the physical address is in Sherpa. We do not need to add the P.O Box.
False. We will add both as long as both are mentioned in call.
You notice there is no consent uploaded to Sherpa, and the AOR is Cassandra. How would you handle consent?
Listen to the end of the agent recording to ensure the verification script is in the call. If it is we can upload the MP3 of the recording for consent in Sherpa.
There is a dependent listed in Sherpa that IS applying, but we do not have them in TLD. The auditor listens to the call and hears the agent ask "Do you claim any dependents on taxes?" and the client responds "No I don't claim anyone"
Can we remove the dependent from Sherpa?
No. If the dependent is applying in Sherpa the agent should be asking about that specific dependent (Ex. "I see FIRST LAST is on previous coverage, do you want me to remove their coverage or keep them on your application?") If the agent only asks about dependents in general we will status this as "Submitted - CS Call Back Needed" so client services can reach out
Which status's in TLD creates a CSR box for us on the notes page?
Which notes get their own box?
Cancelled AOR creates CSR box
Submitted/Canceled CS Call Back Needed, Pending Approval - Notes that get their own box
The AOR is showing a different agency in Sherpa, and the status is terminated. Which status do we select on the policy tab of TLD and which note do we use?
Set status to Cancelled Never Effective, the status note will be 'Updated to Cancelled Never Effective. Verified Sherpa plan was terminated.' (the second note in the Cancelled section on the note sheet)