De-Escalation
Which script should be used when a caller first uses abusive language during an interaction?
“Abusive Caller Script”
What is the only food that never spoils?
Honey
What does it mean when a policy is canceled?
It is completely closed out as if it never existed
What is the first rule of Fight Club?
Don't talk about Fight Club
An agent calls in and states his client was just denied Medicaid. He submitted the application and the denial form from Medicaid stating it was denied. The ticket was denied . Why was the ticket denied?
Once the abusive caller script is initiated, how many warnings or strikes is the consumer allowed?
“3 Strikes”
What candy has different colors but all are the same flavor?
M&Ms
If a customer wants to backdate their termination date due to gaining other coverage through their employer, when can they do so?
Only between the 1st and 14th of a month (14day retro)
What is the name of the villain in “The Lion King”?
Scar
An agent calls in and states they did all of their certification training and every time he tries to login to certification.georgiaaccess.gov and download the certificate, it is unsuccessful and the page goes blank. What is your next steps after troubleshooting?
Provide tech email for certification site agents@GeorgiaAccess.ga.gov
What should be the CSR’s immediate course of action after a customer requests supervisor assistance for the first time?
“Drop in “help” chat for assistance with de-escalation"
What was the first soft drink ever in space?
Coca-Cola
What ticket do we make for a 14 day retro?
No ticket, it should be worked on the call
What is the name of the kingdom where Shrek lives?
Far, Far Away
An agent calls in and he is adamant about getting a ticket processed upon looking at the ticket you see it is in the RPA workgroup. What are your next steps?
Inform the agent that RPA tickets are worked in the order they are received and that we are unable to process them on the line.
According to the de-escalation techniques outlined in the GAP document, what is the third step in the process?
“Listen Without Interruptions”
Which fruit resembles 60% of human DNA?
Bananas
An Agent called in due to their consumer’s DMI expired 47 days ago and is calling in to get their plan reinstated since they did not turn in the income verification documents on time and has the documents now to submit and request that we do the ROP process. What would be our next steps?
Resubmit the application if no option to shop for plans, inform the agent that the consumer will need a QLE to enroll into coverage at this time.
What Hollywood movie start plays himself in "Zombieland"?
Bill Murray
A consumer calls in stating that their policy is stating pending cancellation. They paid the binder payment and no documents are needed in their account. What is your next steps?
Resubmit application and re-enroll the consumer after validating the consumer's QLE
What form should be completed when a consumer displays inappropriate behavior during a call interaction?
“Inappropriate Behavior Form”
Which country is credited with developing French Fries?
Belgium
A customer calls in to have their plan reinstated as it was terminated due to non-payment. You see there is a ticket already created, with the comments stating that the carrier denied the reinstatement. What will you inform the customer about for their next step they need to do next to enroll in a plan at this time?
Advise the consumer that the carrier has denied reinstatement, inform them they will need a QLE to re-enroll, and offer to discuss QLE's with the consumer.
In what 1976 thriller does Robert De Niro famously say "You talkin' to me?"
Taxi Driver
A mother calls in for her 22 year old son. She states he has been an a accident and she needs to get his insurance information for the hospital. She authenticates his account upon going in the account she isn't on the application or in any notes stating she is able to speak on his behalf. Whats your next step?
Only answer general questions and advise that the Primary of the Account would need to call to give authorization to discuss account PII.