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Verification
Spending Accounts
Annual Enrollment
Notation
Plan Details
100

A caller comes through verified through the IVR. These three items are what you need to verify before continuing.

First/Last name, phone number and email 

100

This account is considered "use it or lose it"

FSA

100

Annual Enrollment dates 

April 5th-April 23rd

100

These are forbidden drop down menus for Agents

Assigned To & Priority

100

The High Deductible Health plans offered to our colleagues

HSP 1, 2, and 3

200

A red box indicate this in UD

Information was not entered properly
200

This account may rollover, but can only be elected if you have a HDHP through CVS

HSA

200

The New plans for this year.

Hybrid.

Full Access (NY only)

Fixed Indemnity

200

The correct case status to select to route a case to the Account Team

NEW
200

This plan pays cash value for a planned visit or an emergency

HOSPITAL INDEMNITY PLAN

300
This piece of information is the only info we can offer to A1A Reps if they call in on behalf of the colleague
Benefit coverage information for MEDICAL.
300

Used on things like Daycare and babysitters

DCFSA

300
Benefit rates have changed. Where can colleagues see the new changes? 

Colleagues can see their rate changes in the actual enrollment

300

EE called in for more regarding OE dates. I advised the EE that the OE dates were 4/5- 4/23. No further action needed. Closing case. 


What drop down options would you select to document this call correctly? 

INFORMATION REQUEST


OPEN ENROLLMENT


DEADLINE

300

This plan has a deductible of 1400 for an individual and 2800 for a family 

HSP 1

400

We locate the POA documentation in this area of BSwift 

Notes

400
Minimum contribution to this account annually is $260
Health care FSA
400
What is a passive enrollment? 

No action necessary

400

The drop down option to select if a manager call back is needed 

Manager Call Request
400

This vision plan gives you a $300 dollar allowance towards glasses/frames/contact lenses

Aetna Vision Preferred Enhanced.

500
It's the correct way to close your call
Ask if you can assist with anything else.


"Thanks for calling the benefits center. Have a great day!"

Offer/launch Survey

500

The traditional amount colleagues are able to carry over for an FSA

$550

500

What is the silent correction window? 

A period of time where colleagues can correct any issues/errors in their benefits before the plan year begins

500

EE is calling about an open case and advises the issue has not been solved. What would you do? 

1. Update existing case by adding a new comment

2. Notate a case for my call and advise what the EE was calling about. Close case.

500

This Benefit pays you a cash amount everyday you are ill with cancer.

Critical Illness