PASS DROPDOWNS
WHAT DROP DOWNS SHOULD BE USED TO ASSIST A PTP WITH WEB REGISTRATION? INCLUDE CATEGORY, SUBJECT AND DETAIL.
CATEGORY: CUSTOMER SERVICE TOPICS
SUBJECT: MFA WEB
DETAIL: REGISTRATION
WHO CAN REPORT A DEATH?
ANYONE WITH PTP INFORMATON.
WHAT INFORMATION IS REQUIRED OF PTP TO REQUEST A TEMP PIN FROM THE IVR?
LAST 4 OF SSN
DOB AS MMDDYYYY
ZIP CODE
WHAT PLAN SHOULD WEBSITE INQUIRIES BE UNDER?
COMMON PLAN
IF THE CALLER DOES NOT HAVE PTP NAME, WHAT ELSE CAN BE USED TO IDENTIFY PTP SO DEATH CAN BE REPORTED?
NAME. SEARCH FOR NAME IN DB7. VERIFY NAME AND DOB MATCHES INFORMATION CALLER HAS.
IF PTP ENTER THER INFORMATION LAST 4 OF SSN, DOB AND DOB AND THE SYSTEM RECOGNIZES MORE THEN ONE PTP, THE SYSTEM WILL ASK PTP TO ENTER WHAT INFORMATION?
PTP WILL BE PROMPTED TO ENTER THE FIRST 5 OF THE SSN.
WHEN OPENING A CASE FOR RESEARCH, WHAT SHOULD THE CASE STATUS BE?
IN PROCESS CONDUENT STANDARD PROCESSING
WHO DO WE ADVISE CALLER TO CONTACT FOR HEALTH AND LIFE INSURANCE BENEFITS?
ADVISE TO CONTACT ALIGHT, YOU SHOULD ATTEMPT TO WARM TRANSFER.
HOW MANY DIGITS CAN THE PIN BE?
8-12 DIGITS
WHAT IS AN ACCEPTABLE FOLLOW UP DATE?
12/31/9999 OR 09/09/9999
WHAT INFORMATION SHOULD BE ATTAINED WHEN A DEATH IS REPORTED?
If caller is not the spouse, obtain identity of caller: Name : Address : Day Time Phone number : Caller’s relationship to deceased:
Obtain identity of deceased – obtain as much of this information that the caller has available:
Name: Date of death : Date of birth : Address :Social Security Number: Marital status: Ray Ray? Project Baton/ABCD: Yes/No Spouse Name: Spouse Date of birth : Spouse Address : Spouse Social Security Number : Spouse Day Time Phone number: Add't Details:
HOW MANY UNSUCCESSFULL ATTEMPTS WILL LOCK THE PIN?
5 UNSUCCESSFUL ATTEMPTS
WHERE DO YOU INDICATE THE LOCATION THE CASE IS BEING OPENED?
INITATED LOCATION OR INIT.LOC
IF PTP IS PROJECT BATON, WHAT SHOULD BE DONE?
DOCUMENT CASE, ADVISE THAT PTP BENEFITS HAVE BEEN TRANSFERRED OVER TO PRUDENTIAL PROVIDE PRUDENTIAL PHONE NUMBER. ALSO ADVISE THAT ANY MEDICAL INFORMATION WILL BE HANDLED BY AE COM.
PROVIDE BOTH NUMBERS AND OFFER TO TRANSFER.
WHAT HAPPENS AFTER THE FINAL UNSUCCESSFUL ATTEMPT?
PIN WILL LOCK AND A TEMP PIN MUST BE REQUESTED.