Reminders
What is the new closing script for all calls?
Thank you for calling Allstate Identity Protection, Please stay on the line for a brief three question survey
What feature now fully reconciles sub?
Break Glass
What is the verbiage when posting in slack you have a sub with an inquiry?
Hi all, have a call to transfer shortly! Sub ID:
__ healthcare experienced a breach?
Norton
For subs that have the essential plan, what is the work around for them to view CR?
When creating an ID@RISK or RS case what is no longer required?
Subject line
Provide two examples of what the history tab does now
Gives us the SMS code
Shows if communications are delivering
Shows if subs are opening up emails
We can transfer calls to the Inquiry team between what times?
6a-4p
What are we now allowed to do with Life Association?
We can now cancel
What platform is no longer updating?
CSR
When closing cases, what is no longer required?
CSR name
What does the Reset TU button do?
Resets the account back to Feature Ready
What subscribers can we not transfer?
Verizon and Spanish
What client had 4800 subs who went through a breach?
PGT Industries
When do we only transfer to Opex?
when its notated in the account
The last 4 of a subs CC will appear where in SST and for what type of subs?
Under plans and for any direct bill sub
What is the new process for changing a CID? and what is this process used for?
1. Reactivate account/CM
2. Create ARB
3. Submit a Zendesk Customer Care Request
If a sub has an HRT-pass alert, can we transfer?
No
Cravath, Swaine & Moore reported what happened to their accounts?
Duplicate accounts
What probing questions do we ask when a sub is cancelled by the employer?
Are you still w/ employer?
Did you do any changes w/ your benefits?
Have you signed up for benefits recently?
Are you still being PRD for service?
What email should Customer Care never send an email out with?
Complaints@aip.com
What was added to the account name for an easier search?
Client ID
Besides inquiries, name three types of alerts that we can transfer
EWS, Pulled attempt while frozen and if a sub receives a letter/email in the mail
What happened to Arctic Slope Regional Corp?
They were termed back in 12/22
What email did we update that subs in the communications tab?
Alert emails