Pre-Call Research
When do you not perform pre-call research?
What is you ALWAYS perform pre-call research for every case.
What are all the bucket types we work in the DUA App?
What are Proof Identification, Report Suspected Fraud, Did not file, Did not file Need to file.
How many footnotes do we leave for Did Not File Need To File after contact was made?
What is two.
We leave a footnote for Did Not File and one for Need to File.
What information besides our first name and emp. ID#, should we provide to a claimant who asks who they are speaking with and how they can make sure someone knows that it was YOU they spoke with?
What is NOTHING! We only give our FIRST name and ID#'s! Absolutely NO other PII of ours will ever be shared with a complainant.
What is the fastpath you use for current claim status?
What is CTCS?
In what bucket can I potentially use the phone # on BZ as a call back # for a complainant?
What is Proof of Identification
Where on the DUA App can I look to determine the source of the complaint?
What is under the Original comments.
If the witness wants to remain Anonymous, can they and how is this notated in NMFF?
What is yes they can, for the witness's name we would put Anonymous Tip.
What must you always do when using your 'hold' feature on a call?
What is ask for permission to put them on hold and then thank them for holding when you return.
When Bluezone closes down in the middle of using it, what do you do?
What is go to "Session" and click "Disconnect" and "Reconnect", sign back in and re-enter the SSN you were working with, this will bring your case back up.
If TWC Inv. has created the decision "Identity Verification-Verified/Identified" in NMDL but there are no footnotes on this case supporting the determination, what is the next step to take?
What is Put it back into the assignment type it came from leaving the OS reviewed, determination on file as of (date) please review the determination. No notes in NMFF.
How do we determine if we need to call on a Spanish case and how would we notate it?
What is you see contact was made and a Spanish Speaker was requested in Capes/DUA worker or Bluezone indicate Spanish/Non-English speaker was requested.
DAILY DOUBLE!!
What is the minimum questions for Enhanced ID and claim verification?
What is minimum of five for enhanced ID and ALL for claim verification.
Should Capes/Dua app include your BZ id and if so, how many points are docked?
What is yes, and 10 points.
DAILY DOUBLE!!
What are the 11 Fastpath codes we mainly use for Pre-Call Research?
What are:
CMES, CTCS, CTCH, CMNP, CTHI, BPCS, SIDI, BN74, NMDL, NMID, NMFF
DAILY DOUBLE!!
If there are TWO cases on the same claim date, and one says "Identity Theft: Employer Confirmed: No Text" and another case says "Identity Theft: Claimant Identified" and the rationale says ID.me, what is this called?
What is a Conflicting Case.
If there is not a complete SSN in the DUA app (No SSN/Last 4), what is the next step?
What is update the Capes App with the new information and then click Stop and Start.
What bucket(s) require enhanced ID and/or Claim verification?
What is Proof ID, Did Not File Need to File, and some Report Suspected Fraud
Name three things that can cause you to auto-fail on a call.
What is:
1) Dead air exceeded 2 minutes consecutively 2) Caller on hold over 3 minutes consecutively without a check-in 3) Background noises not appropriate for WAH agreement 4)Notes do not match what happened on call/information in BZ 5) Caller Mistreat 6)Notes not left in a timely fashion or at all 7) Did not call but needed to call and 8) PII Failure
How do you back out of SIDI?
What is press F3 and press F1 and continue to main screen, F3 (bottom right corner) and click F01 (top right corner), or press F4 and then F2.
There are multiple ways to get out of it, those are just a few named.
During pre-call research, if there are no claims dated 2020 and after, what is the resolution and comments for this case?
What is put it back in the bucket it came from and the comments on the DUA form will say Disputing (IC date of claim that is being referred to appeals).
If you have made contact with someone and they indicate they are not available to talk at that time, what should you do?
What is Schedule a call back that works for the complainant, and if they don't have a time in mind: offer up a time/date.
If a claimant has a case on NMDL with a determination "Identity Theft - Claimant Identified - ID.me" and the claim date on the case is not the most recent benefit year, how do you proceed with completing this case?
What is complete and Enhanced ID and Claim Verification on the most recent benefit year claim.
How many points are docked to be considered an auto-fail?
What is 30 points.
How do you create an ID/ID case for claims after March 2020 that shows no cases on NMDL?
What is put a "T" next to the REG IC claim that is monetary hit enter, and fastpath to NMCC, add an "A" in action, "ID" in the Issue Type and in the Issue Reason and press F2 then F3, hit F2 again. Change the N to Y, hit Enter.