Inbound Calls
The applicant provided their first/last name, DOB and SSN, but does not remember what address they have on file. What should we have the applicant do to confirm?
What is
Login to their PL portal
Which co-worker has been assisting CAT on a project?
Who is
Sam
The caller provides their first and last name and the last name doesn't match what's in SF?
What is
No.
The date of Halloween?
What is
October 31st?
To provide any information to a caller, they must first be
Verified
We need to verify this on every call before disclosing any information to an applicant.
What is
First name, Last name, DOB, Address, Phone number, Last 4 of SSN
What amusement park did Tim and Chantel work at?
What is
Valleyfair
Your dog barks loudly over the caller's DOB and you didn't clearly hear the birth year, are they verified?
What is
No
Where was the first city-wide celebration of Halloween?
What is
Anoka, MN
For Intermittent Leave, how many days and hours need to be reported before being paid?
What is
7 Days and 8 Hours
We need to verify this on every call before disclosing any information to an employer.
What is
Caller name, verify listed as an admin, email address, FEIN or EAN.
Which team member has a big black cat?
Who is
Alyssa
Hello,
My name is Kadra my leave case # is 123456789 and my address on file is 101 Salisbury Street, Fresh Kentucky, MN, zip code is 75052. I was giving a call back today to check on the status my claim
What is
No, we didn't get the full name, DOB, last four of SSN or phone number on file.
Another name for a carved pumpkin
What is
Jack-O-Lantern?
If the caller is someone other than the applicant, what information is needed before disclosure?
What is
Speak with the applicant directly, authenticate the applicant, get verbal authorization (I authorize you to speak with first/last name, relationship)
The customer provides us their first name, last four of SSN, DOB, phone number and address, what is the next piece of information we should ask for?
What is
Their last name
Who worked as a manager in retail?
Who is
Rania
Hello,
My name is Stephanie, I am the ER admin for Jeanett. My last name is Matt, my EAN is 123456, my email address is sm@gmail.com, and I am listed as the admin. Jeanett's phone number is 1234567, her address is 101 Salisbury St. Mankato, MN 55475, DOB is 1/1/2008 and last 4 of SSN is 1234.
What is
Yes, thank you for verfiying!
Which famous magician passed away on Halloween?
Who is
Harry Houdini
What is the new WBA effective 10/25/2026?
What is
$1475.09
The Employer called in and cannot verify the employee. What are the next steps?
What is
Inform the ER that we cannot assist without verifying the EE's information.
How many team members birthdays are in December?
3 (Andres, Stephanie and Sheng)
Name the verification needed to assist a HCP.
What is
Leave case/PLA number, Applicant's name, Applicant's DOB.
What year will have the next Halloween with a full moon?
What is
2039
When can an applicant change their start date?
What is
If the change is requested within 30 days of the start of the leave or 30 days from the date of the determination, whichever is later