1) Sally called in to inquiry about her billing. We gave billing details verbally on the call. Do we need to leave a call inquiry in Salesforce? a) Yes b) No c) Only if we sent a payment history d) NEVER! 2) Betty received an ad that showed her the price of a supplement for a woman who is 70, she wants to know how much it would cost her at 75. Do we notate? a) Yes b) No c) only if we sign her up for a policy 3) Jaime called to inquire about the billing information for her and her husband's policy. What's the appropriate way to notate this call?  a) Notate Jamie's Policy b) Notate the policy you finished the call with c) Notate whichever policy showed up in attributes d) Notate both policies 4) Kenneth called to ask about Silver Sneakers, you gave him the information for Mutually well. Do you have to notate the policy? a) No b) Yes c) Depends on the info we send d) The system will leave a note 5) Paul called to ask if he needed to do anything with his policy during open enrollment if he does not want to change anything. Do we notate? a) No it was just general information b) Yes Always  6) Susan called to make a payment on her mom's policy. Do we need to notate? a) Yes Always notate the policy b) No it is automatically notated with Salesforce c) I dont know I feel like you are trying to trick me 7) Lynda from Dr. Wayne's office called to check on eligibility and benefits on a med sup policy. Do we need to notate both CAPS & Salesforce? a) No we can notate just Salesforce b) Yes you better notate EVERY SYSTEM 8) Lynda calleb back and actually needs information in regard to a claim from May 2025. After you release all the info what systems must you notate? a) CAPS Only b) CPIS & CAPS c) CPIS, CAPS & SALESFORCE d) CAPS & SALESFORCE 9) Alice called to get the benefit amounts on her Cancer policy. After giving her all the requested information which systems should you notate? a) CPIS b) CAPS & SALESFORCE c) SALESFORCE d) CAPS 10) True or False: Documenting customer interactions helps ensure accurate follow-up and reduces the risk of compliance issues. a) True b) False

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