๐น๐๐ฆ๐๐ซ๐ ๐๐ (general)
What tool is used to pull up claimants and claim information?
Bluezone
What screen do we use to locate a caller's info who doesn't provide their ssn ?
CMES (claimant entity search)
The 3 places documentation may take place
Bluezone, CAPES, call form
On NMDL, you can identify an open case/issue by, what?
No issue decision text
What is the maximum consecutive dead air time you can have during a call?
Dead air is 3 minutes, HOLD is 6 minute
What is: The process of going screen to screen in Bluezone by inputting the screen code on the cmd line?
Fastpath
What does NMFF stand for?
Non monetary fact finding
What POV must a callers statement be in during Proof of Identification
First Person
If the caller returns our call after the 48 HR deadline, what should be done?
Treat the call as a new call and submit a FDCM form.
What QA metric is defined by the caller being able to hear children/adults/dogs/music in the background?
Background noises not appropriate for WAH agreement, -30 points
To select from a list of issues on NMDL, what letter in the action (a field) ?
S (select)
What screen(s) will show you the employer a claim was filed with?
CTCS F11 (current claimant status) and CTWH (claimant work history)
When do I add notes to CMNP instead of NMDL/FF?
When there is no ui id fraud issue on NMDL
๐ณ๐พ๐ ๐ฑ๐ป๐ด ๐ฟ๐พ๐ธ๐ฝ๐ ๐
If the caller says they did not file and there is no UI ID fraud issue on NMDL, where do we put our notes?
Will we complete an FDCM form?
CMNP
Yes, a UI ID Fraud issue needs to be accounted for in CAPES
How many QA points are missed/subtracted if: Providing inaccurate information to the caller ?
10 points
What F key will i press to create or view a footnote
F6
What is CTAH and during what element of a call do we check it?
CTAH (claimant address history), to check address history during Proof of ID (identity verification)
How many footnote pages are available on a statements
6 pages
How does a caller resolve a fraudulent claim dated before 03/01/2020?
Call TeleCenter and appeal due to the age
UI ID Fraud issues on NMDL missing a footnote costs you how many points?
15 points
What needs to be cleared to ensure you are seeing ALL of CMNP?
PGM, Claim ID, and Note Type
What info does BN74 show and what information can we determine from this screen?
Wage detail, check for previous employers
How can you set a character limit guide per line in Notepad++
Preferences, Margins/Border/Edge
If you found a pseudo SSN on CTCH, where would you leave your notes if there is NOT an existing UI ID fraud or IV issue on the TRUE SSN.
Your notes will go on the Pseudo SSN
If you disagree with a QA score, How long do you have and to who do you dispute it ?
Dispute to your TL with 10 days of being graded