CTS/CS
TRUE OR FALSE:
It is appropriate to use abbreviations when submitting a CTS case
FALSE:
A CTS compliant is a legal document, that will be viewed- no abbreviations/use correct punctuation and grammar.
NCIP
No Card in Possession
PAC stands for..
Public Agency Call
Memberships with RV coverage.
Plus RV, Plus RV & Motorcycle, Premier
What do you do when a member is not eligible for service?
Refer to a local service provider (LSP)
When submitting a CTS case for the mbr, how many times are you to going hit SAVE to get that case #?
You will hit save ONE TIME - patience is key
GIG
PAC Ineligible Vehicles
PAC calls cannot be placed for motorcycles, RVs, or trailers. Please advise the Public Agency that we cannot place the request through AAA and that they need to send the call on rotation.
TRUE OR FALSE:
A Premier member in AZ has RV coverage
FALSE:
Only Plus Rv & Motorcycle
TRUE OR FALSE:
You don't need to document a call when referring to Local Service Providers.
FALSE:
You must document any information provided by the member and who you referred the member to and then kill the call.
What information must you document in the original call and also provide to the mbr after submitting a case in CTS?
The case number
ADV MBR OF DLY DUE TO FB REQ
Advised Member of Delay due to Flatbed Request
Two Requirements for PAC calls that are not needed for Membership Requests.
OSB, and the log number
Services offered for Open or Enclosed Utility Trailer.
Tire Change or Air in Tire
Members vehicle is insured and registered as a 'non op', can we tow them?
No, vehicle must be registered for street use
What are 3 things you can use connect suite for?
-Locate Compliants filed
-Insurance info
-Payments information
-Associates on account
-Local branches
-If mbr has home insurance
-Send replacement card out to mbr
Code 2 hffa wl
Passing call, holding for first available wheel lift
How do you search for a PAC call in Sacramento, Ca
Using 'Search Calls' on D3. Enter PAC in the last name field and Sacramento in the City field and hit search.
How do you determine an affiliate member has RV coverage?
Verifying the CDX code
My car was snowed in, and they finally plowed the roads, can you come send out a truck to get me onto the street and out of this snow?
No, due to policy vehicles must be fully cleared of ice and snow before we can service. We also do not service any vehicles with nothing mechanically wrong with them.
If opening CS from the one login page does not work, where can we access it from that will work every time?
Managed bookmarks > AAA club> connect suite
ADV MBR OF OM ADV DI TO KMI OF EM $
Advised member of over mileage. Advised Dispatch to Keep member informed of Extra Mileage Charges
What is the closing script for a PAC Call
"[SP NAME] is the primary for that area, and it will be our first available driver. Our call number is #####. Thank you for calling AAA, goodbye."
Process for Call Receivers to follow when a member has an RV or Trailer.
Verify the member has RV coverage and is located in our footprint. If covered, document and kill the call, then warm transfer to the senior line.
Member has RV coverage and has a bus they converted for RV service, can we tow it?
No, buses are not eligible vehicles
No amount of modifications make an ineligible vehicle eligible for service.