Across
- 2. Did the Representative inform the caller of the Policy Holder Self Service (_____)?
- 4. Did the Representative ____ the process correctly and fill to the Appian case correctly?
- 7. Correspondence should be sent back to ____ requestor.
- 9. Did the Representative include the ____ case number in the note?
- 10. A processor must ___ all correspondence and images (All NPPI information must be redacted beforehand).
- 12. An example of ownership is processing the request to its ____.
- 13. To achieve a good customer experience the communication to the requestor must be ___ of any spelling, punctuation, and grammatical errors.
Down
- 1. ____ is a resource that can be used by the insured or agents for questions or assistance.
- 3. Was the proper ___ utilized as a resource when needed?
- 5. Did the Processor take all the appropriate actions and provide an accurate _____?
- 6. Did the Processor fully ____ prior to processing the request?
- 8. Did the Representative utilize the Distribution _____?
- 11. If there is not a note placed on the associated quote/policy, this could be scored in correlation with ___ flag.
- 14. Pay Did the Representative offer __ to the insured?