KBA & RBA
True or False
You should transfer your translator to the translator.
False (We can not transfer the call as the interpreter does not know how to handle the call without us.
When logging into the disposition tool, do you use the same sign on as the VPN?
Yes, you will need to be on VPN if your submission fails resubmit and be sure to check the record of disposition is saved.
In any ID Proofing call what type of information is needed from the caller?
Personally Identifiable Information (PII)
When logging into RBA what does the log in look like?
@cms.hhs.gov
In the WIKI what color words should be read VERBATIM!
Red (The words that are in blacks does not have to be read Verbatim.)
True or False
If the caller is requesting a supervisor can we transfer?
FALSE (We cannot transfer to a supervisor)
How do you generate the system to auto populate the call center subcode?
Click the hyperlink on the original transaction
When logging into KBA what does the login look like?
cmskbaprod_
Which CMS application is subcode 1112311 associated with.
CMS KBA DSH
If you get a ghost call how is the call dispositioned?
Non Productive / dead air
To connect to the disposition tool and systems you must be connected to the VPN?
TRUE
When Searching the reference number you MUST see the parent info . If the transaction shows the Childs PII we must refer them to resubmit their online transaction in their own PII so we can verify them .
TRUE
What are the 2 CMS call types?
RBA & KBA
True or False
You must say the proper opening & closing greeting on a call.
True
Which subcode types are used in the CMS KBA process to process ID proofing with callers.
The call center subcode that is paired with the online subcode from the original online transaction.
In the CMS KBA call type what alternative search option do you have to locate the callers original online transaction when the transaction cannot be located by the reference ID provided by the caller?
SSN & Date range they applied
Is subcode 2323730 an online or call center subcode. (refer to Matrix File)
Call Center Subcode
A social security number is required for which applications
IDM, HARP,CCW, COBSW
True or False
In the WIKI you can find a script for Ghost calls
True
True of False
If you have 32 calls in a day you should have 22 calls on your Dispo tool.
False (Your Dispo tool should have the same amount of calls you had that day.)