Security Guidelines
Quality
Metrics
Group Benefits
EOI Portal
100

What information do you need to obtain to secure a call from an employee?

EE Name, SSN/EE ID, DOB

100

How many calls for each agent will be reviewed per month for quality?

5

100

When should Personal be used?

Personal time: personal calls, bathroom, drink, etc. 

100

Who do employees enroll in coverage with?

Through their ER

100

What is the Portal web address?

mygrouplifedisability.aflac.com

200

What information must you secure from an SP/DP to secure the call?

Name (first and last), SSN (last 4) and DOB

200

What are the two major categories in the Quality program?

Call Essentials and Customer Experience

200

When should After Call Work be used? 

Wrap up work such as emails, tasking, generating correspondence, noting

200

When is coverage effective?

  • An employee must be actively working at the time they enroll for their benefits for the benefits to become effective.
  • Many types of coverage have a waiting period before the coverage becomes effective. This is determined by the employer by coverage and is defined in the group contract.
  • Coverage effective dates can vary for a group plan by benefit type
200

What is the SF portal used for internally and externally?

Claims and EOI

300

What information can you NEVER release to an ER/Broker even if the call is secured?

Medical info and MU guidelines

300

What is the goal score for quality?

90%

300

How many months is the Coaching Period before agent metrics count toward their performance goals? What one metric is not included in this Coaching Period? 

1 Month, Attendance

300

What 4 categories of individuals may be eligible for coverage? Define each.

  • Full Time Active Employees
  • Part Time Employees who work the required number of hours per week
  • Retirees under the plan limiting (max) age
  • Dependents of Eligible Employees (Spouse/Domestic Partner and/or Children under limiting [max]age)
300

What external users have access to the SF portal for EOI?

EE, ER, SP/DP

400

What information can you confirm for a SP/DP regarding the EE?

None

400

What are the three possible scores for each category of the Quality program?

Exceeding, Achieving, and Building

400

What are the 6 metrics a Customer Care Advocate is held accountable to meet for performance objectives? 

Attendance (Tardies), Attendance (Unscheduled Absence), Adherence, ACW, Avg Hold, Quality

400

What group benefits do we offer to our clients? (name all 7)

  • Short Term Disability (STD)
  • Long Term Disability (LTD)
  • Family Medical Leave Act (FMLA)
  • American’s with Disabilities Act Amendment Act (ADAAA)
  • Life Insurance
  • Accidental Death and Dismemberment (ADD)
  • Survivor Income Benefit (SIB)
400

What information does a returning user need to login to the SF portal?

Username/email and password

500

What information do you need to secure a call from an ER or Broker?

Caller name, contact ph#, Group name, applicant name, applicant type, ssn/EE ID, DOB

500

What 9 elements make up the Customer Experience category of the Quality program?

Communication, Active Listening, Positive Experience, Empathy and Customer Advocacy, Build confidence and establish trust, call management, Proactive guidance and education, issue resolution and negotiation, Resilience

500

What 9 KPI's are monitored for coaching, feedback and development? 

Productivity/Occupancy, Calls handled, Outbound Calls, Transfer Calls, AHT, Average Talk Time, Calls under 1 minute, call backs, incorrect tasks.

500

What is the difference between Enrollment and EOI?

  • Enrollment is the process of electing benefits. EOI is evidence of good health where medical underwriting is required for review for the benefits elected.
500

What information does a new user need to register for the SF portal?

EE ID/SSN, Last name, DOB, email, mobile number, new password

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