Week 3, 4

It's okay to stop a Medicare Supplement application if you know it will not be approved based on underwriting guidelines!

** Agents are encouraged to use underwriting guidelines as another tool to help identify plans that are a good fit for customers. You may need to look at other plans instead or advise the customer to stay with his or her current plan. ** If a customer insists on applying, however, we should proceed with the application. Even though we know he or she may not be approved, our job is still to educate, guide and ultimately, let the customer decide. ** Our end goal is to make sure we are advocating for the customer, and not give the customer false hope or the impression that he or she would get approved if it looks like that is unrealistic.

What does field underwriting allow an agent to do? 1. Allows the agent to indirectly gather health information about the customer to help determine if they will pass underwriting. 2. Allows the agent to gather health information in an indirect way to help make a plan recommendation based on carrier underwriting guidelines. 3. Allows the agent to ask direct health questions on the needs assessment to determine if the customer will pass underwriting. 4. Allows the agent to make application decisions (approve/deny) on the carrier's behalf.

1. Allows the agent to indirectly gather health information about the customer to help determine if they will pass underwriting. 2. Allows the agent to gather health information in an indirect way to help make a plan recommendation based on carrier underwriting guidelines. **Field underwriting allows an agent to indirectly gather health information to help make a plan recommendation and make an initial determination of whether a customer will pass underwriting. Remember an agent cannot DIRECTLY ask health questions during a needs assessment. Also, an agent CANNOT make application decisions on behalf of a carrier. Only the carrier can approve or deny an application.

What about a customer who wants to apply for a plan, even though he or she might not pass underwriting?

1. If the customer knows exactly what he or she wants, then confirm the choice, and do as the customer asks. 2. However, in the best interest of the customer, you may help guide him or her to a plan that may be more cost-effective or have some other feature that the customer may not have considered. 3. If the customer has expressed a specific demand for a certain plan, you are expected to share all the required plan details and provide the customer with the necessary materials via email or mail. If needed, you can use language such as: **"Based on the information that you have provided, I would not recommend this plan. Here are the risks..." OR **"If you apply and are accepted to the plan, great. If you are not approved, your current plan won't end unless you cancel it. We advise that you keep your current plan until you receive approval from the new plan." As long as the customer is aware of potential denial and is fine with completing an application, you can move forward. Notes: Be sure to document any conversations you have with customers regarding their plan decisions, so future agents can be aware of any interactions we have had with a customer.

01/11 Which are benefits of e-Signatures? (Choose all that apply) 1. Saves your voice 2. Saves time 3. Empowers customer to read the disclaimers at their leisure 4.The customer doesn't need to take any action

1. Saves your voice 2. Saves time 3. Empowers customer to read the disclaimers at their leisure

No High Pressure Sales Tactics As you read in the "Do's and Don'ts" lesson, agents cannot:

1. Use high-pressure sales tactics and scare tactics **pressuring a hesitant beneficiary to decide in a very short period or **discouraging a beneficiary from consulting with a family member before enrolling 2. Engage in activities that could mislead or confuse beneficiaries.

Guidelines for What Not to Say To avoid saying something you shouldn't, it will help you greatly to remember the following four tips:

1. agent cannot/ should not make insurance decision for their customers **** We make recommendation, help guide and support customers in making the best insurance decision for their needs. 2.agent cannot/ should not make insurance decision on behalf of carrier **** cannot tell the customers that carrier will or will not accept their application. 3.agent must not provide false or misleading information about a plan, including benefits, provider rules, and all other plan information **** Use your tool (CRM, .com, Kit) stick to the facts and required details **** identify the lowest cost option for each retiree. 4.agent must not directly ask for health information during a needs assessment.

End call process

1. email plan documents 2.two options to enroll: call me back or complete the application online yourself 3.finish the process by e-signature 4. agent assisting: have your medicare cared ready and call me back 5. complete the enrollment

a successful salesperson consistly bring value to the customer. the value is provided if the salesperson: 1. understand the dynamic of the customer;s marketplace 2.knows the specific needs of his/ her customers and how to meet them 3. flawlessly executes on services sold (or provides quality products on a consistent basis 4. follow up consistently 5. maintains ethical business practices

1. understand the dynamic of the customer;s marketplace 2.knows the specific needs of his/ her customers and how to meet them 3. flawlessly executes on services sold (or provides quality products on a consistent basis 4. follow up consistently 5. maintains ethical business practices

Which of the following phrases should you NOT say to a customer? 1."You will definitely be accepted if we fill out the application." 2."I guarantee you will be denied based on your health conditions." 3."This is the best plan you can enroll in!" 4."It's up to you if you would like to continue with the application."

1."You will definitely be accepted if we fill out the application." 2."I guarantee you will be denied based on your health conditions." 3."This is the best plan you can enroll in!" **As an agent, you should not make assumptions about what the carrier will decide about health conditions in the underwriting process. Also, you should not make statements that use superlatives (like "best") or pejoratives (like "worst") when recommending a plan. For example, telling a customer "this plan is the best plan that we offer".

What are the different factors to consider in determining guaranteed issue for a Medicare Supplement plan? 1.Carrier 2.State 3.Individual's personal circumstances 4.Number of underwriting questions answered by the customer

1.Carrier 2.State 3.Individual's personal circumstances ***Guaranteed issue rules are determine by the state the customer lives in, their personal circumstances, and carrier's own rules regarding their plans.

If a Customer is ineligible, do not pursue a plan that likely will deny them As you read in the "How to Talk to Customers" lesson, agents should look for other possible plan recommendations, based on what they have learned about the customer and his or her needs.

1.Follow the sample suggested language noted in the previous lesson. If the customer is eligible for a plan with another carrier, and the cost is lower or the plan has more desirable features than their current plan, then recommend that plan instead. 2.If you check .Com and the underwriting guidelines comparison tool, but no alternative plans are found, then use language such as the following: **"In my experience, I have seen other people with these situations be denied during underwriting. So it's up to you if you would like to try and proceed with the application or if you would rather keep what you have." **"I would recommend you stay with your current coverage, given your circumstances. However, the choice is up to you." Unless a customer explicitly requests a certain plan, there is no reason to complete an application if the customer will be denied. It is not beneficial for the customer, client or us.

For MAPD applications, you only need to read the eligibility question that applies to the customer. What happens with the rest of the questions on the application? 1.Leave the remaining questions blank and move to the next page of the application. 2.Select "no" for the remaining questions and move to the next page of the application. 3.Continue to ask each question and select "yes" or "no" based on the customer's response.

1.Leave the remaining questions blank and move to the next page of the application.

It can be discouraging after working with a customer to learn that the Medigap application you submitted has been denied. Utilizing field underwriting can:

1.Make better use of everyone's time 2.Provide recommendations that are better for customers 3.Offer a more personalized experience 4.Decrease enrollment denials

For an Ancillary application, who is required to answer the questions on the application? 1.Primary Account holder 2.Dependents covered on the plan 3.All individuals covered by the plan (Primary account holder + dependents)

1.Primary Account holder Only the Primary Account holder is required to answer questions on the application.

when looking at the top rated plan, the agent will look at the following plan details:

1.Total estimated cost 2.Are the customer's providers in network? 3.Are the customer's medications covered? 4.What is the maximum out of pocket (MoOP)?

When presenting MAPD plans, start at a high level and get the customer buy-in. The information need to provide to customers are:

1.name 2.premium 3.total estimated out of pocket 4.star rating 5. deductible 6. Max out of pocket

3 guiding principles for sales and service professional 1.relationship 2.belief in your product 3.effective delivery

1.relationship 2.belief in your product 3.effective delivery

While working with a customer you discover that they have a medical condition that will likely lead to a denial. What should you do next? 1.Ignore it and continue with the enrollment 2.Inform the customer that they likely are ineligible for the plan and may be denied during underwriting. Offer to look for a different plan recommendation. 3.Inform the customer that you will need contact the carrier 4.Ask your manager what you should do next

2. Inform the customer that they likely are ineligible for the plan and may be denied during underwriting. Offer to look for a different plan recommendation. **If you determine that a customer is likely to be denied due to a health condition, you should inform the customer of this and offer to find a different plan recommendation.

While completing an enrollment application, the customer answers a number of health questions that will likely lead to a denial. What should you do next? 1.Complete the application anyway because once you start an application you must finish it 2.Stop the application and inform the customer that in your experience that you've seen individuals with similar conditions be denied 3.Recommend that the customer stay in their current plan or look for a different plan 4.Inform the customer that it is their choice whether to continue with the enrollment or not

2.Stop the application and inform the customer that in your experience that you've seen individuals with similar conditions be denied 3.Recommend that the customer stay in their current plan or look for a different plan 4.Inform the customer that it is their choice whether to continue with the enrollment or not **You can stop an application after you've start if you determine the customer will likely be denied. You must inform the customer that they are likely ineligible for the plan, but the decision to continue with the application is up to them.

After completing an enrollment, you are to check the status of it to make sure it was submitted successfully. The enrollment status for the application(s) that you completed should state _________________________. 1.Submitted by Agent 2.Verified by Agency 3.Verified by Carrier 4.Outstanding at Customer

2.Verified by Agency The enrollment status for the application(s) that you completed should state Verified by Agency.

Which applications can be completed on an OUTBOUND call? Select all that apply. 1.PDP 2.Vision 3.Dental 4.Medigap 5.MA/MAPD

2.Vision 3.Dental 4.Medigap Medigap, dental and vision applications can be completed on an outbound call. All CMS products (MAPD and PDP) applications must be completed on an inbound call.

Plan documents must be sent to a customer prior to an enrollment. A customer must also confirm ____________ of the documents. 1.transmission 2.receipt 3.awareness

2.receipt A customer must also confirm receipt of the documents.

You're talking with a customer who is excited about potential cost-savings you've shared, and they are ready to change plans. The call is going well, but you find out they have a condition that makes them ineligible for various Medicare Supplement plans. What do you do? 1. Ignore it, continue with the plan recommendation and the application. The underwriting team can catch it later, and you want credit for the conversion. 2. Tell the customer he or she can't apply. 3. Identify a potential new plan or plan type where their health condition would not be an issue. 4. Advise the customer that they may not make it through underwriting and ask the customer if they still want to proceed.

3. Identify a potential new plan or plan type where their health condition would not be an issue. 4. Advise the customer that they may not make it through underwriting and ask the customer if they still want to proceed. Noted: If you ignore the situation and continue with the application, you are wasting the everyone's time. The conversion will end up being reversed later in the process, so you will not get credit for the the sale anyway. Telling the customer he or she can't apply violates CMS rules about what agents can and cannot say. We are here to guide and help the customer. If the customer wants to apply, we must process the enrollment as requested. The correct responses are to review other plans for a better fit or determining if the customer wants to proceed with the application knowing they are likely to get denied. Let's walk through the process.

Fill in the blank. On a Medicare Supplement application, on the section with Guaranteed Issue questions, you are required to read the first _____ questions, starting at the top of the list, regardless of customer response.

4 You are required to read the first 4 questions, starting at the top of the list, regardless of customer response.

which of the following is true about asking questions in a sales contact? 1. the prospect should ask most of the questions 2. all questions should only address one of the three goals of the contact 3.questions should always begin with an explanation of WHY 4. questions need to be part of a purposeful conversation

4. questions need to be part of a purposeful conversation

All of the following are suggestions for controlling your voice except: 1. lower the pitch of your voice to draw someone in 2. use a lot of variation in your voice 3. mirror the customer's pace 4.be clear and concise

4.be clear and concise

during a contact, how much of the talking should the prospect do? 50% 75% 90% 85%

90%

Conduct general field underwriting to determine preliminary eligibility for Medicare Supplement plans, by stating the following:

A. "These plans typically require underwriting, which mean you will need to answer health questions on the application. These questions can pertain to specific conditions or illnesses and/or medications. The carrier will use this information to determine if they will accept your application." **Listing some of the conditions or illness that can appear in the underwriting questions is a good way to get health information without directly asking for it or asking if a customer has a specific illness or condition (cherry-picking). Note: If you have access to the customer's health and eligibility information before a call, and are preparing a recommendation in advance, you could review a carrier's underwriting guidelines at that time as well; however, you will likely need to have a conversation about conditions and eligibility during the call too.

If a customer signed up for Medicare Parts A and B during the General Enrollment Period, what is the time frame for them to enroll into a Medicare Advantage Plan effective July 1? April 1 - June 30 May 1 - June 30 January 1 - March 31 March 1 - May 31

April 1 - June 30

Customer Answers to Indirect Questioning No/If customer says none of the conditions apply

Continue with the application process

There are two situations where a customer has a rolling enrollment period, which means they can enroll any month of the year. Choose the two situations. Customer is dual-eligible Customer has ESRD Customer is eligible for Medicare due to disability Customer Resides in a Skilled Nursing Facility

Customer is dual-eligible Customer Resides in a Skilled Nursing Facility ** This information can be found in Kit > Insurance > MA-MAPD > Eligibility > under the Special Election Period subheading, there is a section on the "rolling" election period.

Plan decisions belong to the customer, not us

Do 1.Get buy-in from the customer before making a plan recommendation. 2.Ask the customer questions about their needs 3.Make recommendations, then check with the customer to see if the plan you presented feels like a good fit. Let the customer decide. 4.Complete an enrollment application if the customer wants to apply. Don't 1.Don't make assumptions about what the customer might want or need. 2.Don't conduct health screening or other activities that could give an impression of "cherry-picking." 3.Don't ask health questions on a needs assessment 4.Don't engage in aggressive marketing, which includes prohibited marketing practices, high-pressure sales tactics and scare tactics. Examples: pressuring a hesitant beneficiary to decide in a very short period or discouraging a beneficiary from consulting with a family member before enrolling

The carrier decides whether an application is accepted, not us You cannot tell customers that a carrier will or won't accept their application.

Do 1.Review a carrier's underwriting guidelines and recommend a plan that is a good fit. 2.Complete the application and answer health questions, and let the carrier determine the application results during underwriting. 3."Typically" is a good word to use. 4.The preferred language is to say "not eligible" if the customer will not pass underwriting 4.If a customer is upset about not being eligible, advise them it is not personal decision against him or her Don't 1.Don't make assumptions about what the carrier will decide about health conditions in the underwriting process. 2.Don't tell the customer they will be denied or approved ***Don't say things like, "I'm sure you will be denied/accepted." 3.Lead beneficiaries to believe that you work for Medicare, CMS or any government agency. ***Agents cannot say: "I am certified by Medicare to sell this plan." 4.Claim that Medicare, CMS, or any government agency endorses or recommends the plan.

Stick to the facts and required details for each plan.

Do 1.Use the scripts and tools available to you 2.When reviewing plan details, agents must: a)Compare plans factually, b)Review the required details on .COM ****Use the Benefit Requirements Checklist available in Kit (S&SC>Benefit Requirements Checklist) c)Provide hard copies or electronic copies of plan materials prior to an enrollment. Don't 1.Don't provide false or misleading information about the plan, including benefits, provider rules, or any other plan information. 2.Don't make guarantees or use unsubstantiated absolute or qualified statements either positive (like the word "best") or negative and disparaging (like the word "worst"). 3.Agents cannot say any of the following: a."The government wants you to join a Medicare health plan because it helps them." b."There are no limits on services." c."We cover all drugs without restrictions." d."If you don't like this plan, you can stop paying your premium and return to original Medicare anytime." e."Telling the retiree they will not be disenrolled due to failure of payment."

Test yourself by sorting the following phrases into Do's and Don'ts:

Do say **based on what you have given me and the guidelines, you are not eligible for this **I have seen other people with these situations get denied during underwriting **it's up to you if you would like to try and process with the applicaiton. Don't say **I know you will be approved for this plan **with your health conditions, youe will be denied from this plan **From what you told me, you will get approved **This is the very best plan for you **This plan is terrible

When is the best time to use underwriting guides from a carrier? 1.I don't need to use them. Carriers handle that part of the process. 2.Before a call with the customer 3.During a Needs Assessment or Sales call 4.During an Enrollment call 5.After a call with the customer

During a Needs Assessment or Sales call

True or False: You can directly ask a customer health questions on a Needs Assessment. True False

False **An agent cannot directly ask customers health questions on a Needs Assessment.

True or False. A customer can use their Initial Enrollment Period (IEP) more than once. True False

False **This info can be found in Kit > Insurance > MA-MAPD > Eligibility > In the chart for Common Election Periods, you will see that in the "How often can I use this EP?" column, IEPs can only be used once in the customer's lifetime. *******************

True or False: All carriers use the same underwriting guidelines. True False

False **While many carriers have similar underwriting guidelines, there are difference between carriers. You should always refer to a specific carrier underwriting guidelines after making a plan recommendation.

If a customer's information is pre-populated on an application, you can skip the question. You are not required to ask the question to the customer if the information is already there. True False

False You must still ask the customer the question, and they must state the answer. It is a compliance requirement.

True or False. e-Signature is available for all enrollments. True False

False eSignatures are NOT available for all enrollments. If available, it will be indicated in the .COM.

One of the best ways to ensure compliance with CMS and Health Insurance Portability and Accountability Act (HIPAA) guidelines is to use the scripts and tools provided to you.

Follow Call Flows - Review the MCV scripting covered in the MCV licensed agent training and posted in Kit to become familiar with the verbiage used to discuss each benefit. bullet Use Approved Verbiage - The verbiage and talking points provided in CRM, .Com, the training materials, and Kit have been approved for use by agents. bullet Application questions and disclaimers must be read verbatim.

For this scenario, assume the agent has completed the Needs Assessment, entering prescriptions, entering providers, and completing the coverage usage questions. The next step is for the agent to review the plan recommendation page with the customer. To determine which MAPD plan to recommend, the agent will:

For this scenario, assume the agent has completed the Needs Assessment, entering prescriptions, entering providers, and completing the coverage usage questions. The next step is for the agent to review the plan recommendation page with the customer. To determine which MAPD plan to recommend, the agent will: 1. Start with lowest cost 2. Look at providers 3. Look at network flexibility

Recommend alternate plans, if needed

If a customer is ineligible for a plan, or you need to find a plan that looks like a better fit for the customer's medical conditions, use resources such as the Underwriting Guidelines Comparison document (to check eligibility conditions) and .Com.

Which of the following statements are true regarding a customer moving out of the plan's service area? Choose all that apply. If a customer notifies the plan BEFORE they move, they can switch plans beginning the month before the month they move and continues for 2 full months after they move. If a customer notifies the plan BEFORE they move, they can switch plans beginning the month they move and continues for 2 full months after they move. If a customer notifies the plan AFTER they move, they can switch plans beginning the month they notify the plan plus 2 more full months. If a customer notifies the plan AFTER they move, they can switch plans beginning the month they notify the plan plus 3 more full months.

If a customer notifies the plan BEFORE they move, they can switch plans beginning the month before the month they move and continues for 2 full months after they move. If a customer notifies the plan AFTER they move, they can switch plans beginning the month they notify the plan plus 2 more full months. ***This info can be found in the CMS Enrollment Periods guide under "Changes in where you live" OR directly in Kit under Kit > Insurance > MA-MAPD > Eligibility > under the information about Special Election Periods. ****************************

How to obtain health information without asking direct questions (indirect questioning)

If there is no Guaranteed Issue, the customer will go through Medical Underwriting. The customer will be asked health questions on the application. The carrier may deny coverage, increase the premium, or exclude certain services. Use the sample suggested language below to get an idea of whether the customer would pass underwriting. Note: This is a guideline, not a script. It doesn't need to be stated verbatim, and is primarily here to give you an idea of how to approach the situation. Remember we cannot outright ask about health conditions on the needs assessment.

A carrier's underwriting guidelines are generally located in the Carriers section in Kit, and could be embedded in files on the pages with names such as Denial Drug List, Producer Guide, Product Portfolio, or Application information, for example. Some samples are included at the end of this lesson.

Kit

Identify whether the customer is eligible for the recommended plan by utilizing the underwriting guidelines. If the customer is not eligible, consider other plans options for them.

Note: The next lesson provides guidance on how to ask customers about health conditions, and what to say if customers are ineligible.

"Please don't answer yes or no to any of the following. I just want to give you some of the common medical questions across multiple carrier applications. Many carriers ask if you currently have any health conditions like the following: ESRD, Cancer, Heart Disease, Kidney failure, COPD, Lung Disease

Notes: If any of these conditions or situation apply to you, then you may not pass underwriting. There may be other conditions that may prevent you from passing underwriting as well. If the uncommon conditions apply to you there may be different carrier options I can recommend."

Applications also ask if in the in the past 2 - 4 years you have: Been hospitalized? Been admitted to a skilled nursing facility? Had surgery? Had a stroke or heart attack? Had a transplant?

Notes: If any of these conditions or situation apply to you, then you may not pass underwriting. There may be other conditions that may prevent you from passing underwriting as well. If the uncommon conditions apply to you there may be different carrier options I can recommend."

Some of the uncommon medical questions for specific carriers ask if you are Dependent on a wheelchair or any motorized mobility device Had a pacemaker implanted Had a seizure

Notes: If any of these conditions or situation apply to you, then you may not pass underwriting. There may be other conditions that may prevent you from passing underwriting as well. If the uncommon conditions apply to you there may be different carrier options I can recommend." ****** Note: As you read this to a customer, do not rush through the conditions. Make sure the customer can hear them, so he or she can respond. You do not necessarily have to ask about each condition individually. Just speak slowly and clearly enough so the customer is able to hear and understand.

If a customer's MAPD or PDP plan's contract with Medicare is not renewed for the next contract year, during which time frame can they enroll into a new MAPD or PDP? October 1 - December 31 October 1 - February 28 October 15 - February 28 January 1 - February 28

October 15 - February 28 You can find this information in the Medicare Elections Period Guide under "Changes in your plan's contract with Medicare."

Customer Answers to Indirect Questioning Yes/Conditions apply - and condition is common to the underwriting guidelines for all carriers

Suggested sample language: 1."In my experience, I have seen other people with these situations be denied during underwriting. So it's up to you if you would like to try and proceed with the application, or if you would rather keep what you have." 2."I would recommend you stay with your current coverage, given your circumstances. However, the choice is up to you."

Customer Answers to Indirect Questioning Yes/Conditions apply - but condition is not common to the underwriting guidelines for all carriers

Suggested sample language: 1."Based on the information you've given me and the guidelines for some carriers, you are not eligible for this plan." **Note: It's okay to say not eligible; it's not okay to say denied, or you will be denied/approved, because you can't make decisions for the carrier or speak as if you are a carrier. (For more information, see the "Do's and Don'ts" lesson.) 2. "Let's find a product where we think we have a better shot at getting you approved." (Note: This is especially important for policies where you need to take an application fee.) At this point, agents should check for alternate plans. More information is in Step 3. If no alternative plans are found, state, "I would recommend you stay with your current coverage, given your circumstances. However, the choice is up to you."

Underwriting Guidelines Comparison Document

The spreadsheet is also available on Kit at Maximizing Consumer Value > MCV Field Underwriting.

Underwriting Guidelines Comparison Document

To save time, we have created a spreadsheet to compare guidelines for different carriers. This should help you more easily determine which plans could be a good fit for your customers.

According to Dan Pink, sales has changed more in the past 10 years than it has in the previous 100 years, with the primary focus now on building relationships rather than on your products and services True False

True

True or False: One of the best ways to ensure compliance with CMS and Health Insurance Portability and Accountability Act (HIPAA) guidelines is to use the scripts and tools provided to you. True False

True

if you focus on your script and remember to list every benefit in your presentation, you are doing something for the customer True False

True

it is important to manage your emotions because you only have so much daily emotional energy and you will drain it with heavy mood swings each time the customer accepts or rejects your offer True False

True

Does the estimated expenses include prescription costs?

Yes, the estimated expenses include your plan premium, prescription expenses, and estimated copays for doctor visits based on in or out of network.

you are selling health insurance and ask the qualifying question, "why are you looking to change insurance coverage at this time? what area of qualification are you exploring? understanding the timeline identifying the decision maker(s) determining the prospect's eligibility establishing need establishing the prospect's budget

establishing need

which are the best types of questions to ask at the beginning of a sales contact? open-ended close-ended both types of questions

open-ended

which of the following questions helps you take the conversation a step further so the prospect recognizes their buying desire and knows your product can satisfy that? what will happen if you don't take action our dual coffee machine allows much faster service during rush times. Has having people wait in line for coffee affected your team's ability to respond to client calls? what does that mean? what challenges or difficulties are you experiencing with your current service

our dual coffee machine allows much faster service during rush times. Has having people wait in line for coffee affected your team's ability to respond to client calls?

When conducting a Needs Assessment with a customer, remember to first check

the State, Person or Plan for Guaranteed Issue rules. If a customer enrolls in a plan with Guaranteed Issue, there is no need for underwriting. 1.Does the STATE have Guaranteed Issue? ** Medigap State Rules are in Kit under Insurance > Eligibility>Medigap State Rules (https://arhs-rod.microsoftcrmportals.com/knowledgebase/article/KA-01878/en-us) 2.Does the CUSTOMER have a Guaranteed Issue enrollment period? **Eligibility rules are in Kit under Insurance > Enrollment Periods/GI (https://arhs-prod.microsoftcrmportals.com/knowledgebase/article/KA-01595/en-us) 3.Does the PLAN have Guaranteed Issue? 4.Check the Carriers section in Kit for information about each plan.

when we say as question is insincere, it means that the questions sound like it is focused on the prospect, but it is not the question is not purposeful the question is not related to what the prospect just said the question is not related to what the prospect just said

the questions sound like it is focused on the prospect, but it is not

Fill in the blank. All enrollment scripts must be read _________________.

verbatim