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Intro to BenefitWallet

Quiz by Jody McNelis

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19 questions
Show answers
  • Q1
    Members must confirm what four pieces of information for the authentication process?
    Last 4 digits of the SSN; Date of Birth; Full Address; Security Question
    Last 4 digits of the SSN; Date of Birth; Full Email Address; Phone number
    Full SSN; Date of Birth; Full Address; Account Number
    Full SSN; Date of Birth; Full Address; Mother's Maiden Name
  • Q2
    When using the member’s address for authentication, exactly what information must the member provide to you?
    The address is not an acceptable piece of authentication.
    Only the street address or PO Box number.
    The full address on file, including ZIP code.
    Only the city, state, and ZIP code.
  • Q3
    Members who successfully authenticate through the IVR must provide what information to the representative before receiving assistance
    Nothing else must be confirmed if successfully authenticated through the IVR.
    Name and Address, plus the additional fourth piece of authentication if calling about the HSA.
    Name, to confirm the caller is the member.
    There is no difference between authenticating a member who entered information in the IVR, and one who did not.
  • Q4
    When giving the initial call greeting, what information are you required to provide about yourself?
    Your first name and your phone ID number
    Your first and last name
    Your first name
    Your first and last name, and your phone ID number
  • Q5
    Mr. Smith was transferred to you by a Cigna representative for questions about using his health account funds. How should you authenticate Mr. Smith?
    Perform full manual authentication with Mr. Smith.
    Assume the Cigna representative authenticated Mr. Smith before he was transferred.
    Confirm with the Cigna representative that authentication was performed.
    Obtain all the authentication information from the Cigna representative.

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