Drop Your Jaw
What is the character symbol for schwa?
/ Ə /
"Inverted E"
A U.S. Holiday that honors the U.S. military personnel who died while serving in the United States Armed Forces.
MEMORIAL DAY
Upcoding is a form of what fraud?
SOFT FRAUD
A species of big cat in the US that is considered to be an apex predator.
MOUNTAIN LION / PUMA / COUGAR
DOUBLE POINTS!!!
A soft skill that deals with the verification of the customer's inquiry.
ACKNOWLEDGEMENT
Your tongue and lips should stay in a relaxed position. Produce an unstressed grunt from your diaphragm.
SCHWA
A federal holiday in the United States, observed on the fourth Thursday of November, that is linked to the Pilgrims' first harvest feast with the Wampanoag people in 1621, typically celebrated with a large meal, often including a roast turkey, mashed potatoes, stuffing, and pumpkin pie.
THANKSGIVING
HIPAA stands for 'Health Information __________ and Accountability Act.'
PORTABILITY
DOUBLE POINTS!!!
A famous mammal that has hollow colorless fur and black skin. It lives primarily above the Arctic Circle.
POLAR BEAR
A type of customer inquiry that involves heightened emotional distress.
IRATE CALLER
DOUBLE POINTS!!!
The standard way of speaking a word.
PRONUNCIATION
Cheyenne is the capital of which US State?
WYOMING
What does PHI stand for?
PROTECTED HEALTH INFORMATION
The mythical creature 'Big Foot' is also referred to as?
SASQUATCH
A soft skill that deals with the state to the caller that you are available to help.
ASSIST/ASSURANCE/REASSURANCE
Voiced /th/ - place the tip of the tongue between the top and bottom front teeth and produce a _________ sound
VIBRATING
During WWII, the US is part of which alliance? What is it called?
ALLIED FORCES
DOUBLE POINTS!!!
Felony is a form of a serious crime with ____ ___ _ ____ of jail time and fine not lesser than $2500.
MORE THAN A YEAR
Can also be referred to as "rats with wings".
PIGEON
A process that involves the confirmation of the identity and authority of the caller.
VERIFICATION / AUTHENTICATION PROCESS
What is the phonemic vowel sound this word?
BEEN
SHORT I
/ĭ/
DOUBLE POINTS!!!
Alabama, Arkansas, Georgia, Louisiana, North Carolina, Oklahoma, and others are some of the States considered to be part of which US Region?
THE SOUTH
___________ is the sense that it is acceptable to commit fraud as a PAYBACK for the premium that they paid.
ENTITLEMENT
DOUBLE POINTS!!!
The largest flying bird in North America.
California Condor
A technique in call resolution which is called "divine language":
Use your _______ as a reinforcing lead-in/introduction in as you provide your resolution, reminding the customer of your credibility.
TITLE