Duplicates
Name the type of Duplicate we merge if the name, phone number or email address match the current caller.
What is Contact Duplicate?
When the family requests to unsubscribe from the APFM Newsletter, we should include their ______ on the Follow Up Form.
What is their email address?
When gathering Contact information from the family, we verify their first & last name, the best contact number and __________?
What is their email address?
I am at work. I really can't speak right now, can you call me back?
hint: We do not know if this is a self lead or not
"I understand. Let me verify some information so I can connect you to the correct resources."
The family inquires about a nursing position with the community.
Which Residential Duplicate do we select when three duplicates are closed and one is open?
What is open?
We can use the Family File ID, Phone Number or ________ when filling out a Follow Up Form?
What is Lead ID?
The family disconnected the call during our greeting at 3 pm cst. What is our next action?
What is redial the family?
I am at work. I really can't speak right now, can you call me back?
hint: This is NOT a Self Lead
"I understand. Let me bring the advisor on the line who can set that callback for you."
The family wants to speak to their mother at Brookstone Community.
What is Looking for a specific resident?
All Residential Duplicates are open. Which one do you select?
What is the newest one/date?
The family was looking for communities in Tara, Texas. The Lead was closed due to no communities in that location. When the family called back their Lead was a Send A Reassessment Duplicate and they are now looking in Dallas, Texas. What information do we put under the section that states "Please provide a detailed description of the change to search location, budget, or both?"
What is Dallas, TX?
To avoid an Auto Fail, we must provide the Recording Disclaimer and ____________?
What is the TCPA Disclaimer?
You call too much. Please take me off your list.
“I apologize. We reach out with our free service and before we go any further, we are on a recorded line for this and future calls and use a phone system that can automatically dial. We reach out to our families as we never know the level of urgency. Are you searching for yourself or a loved one?”
The family is looking for senior care but is not able to stay on the line at this time and disconnects.
What is Interested but declined transfer
When Contact Duplicates show a possible 45 duplicates, what do we use to see all of them?
What is the scroll bar?
When we select Other Follow Up Needed and then Family has feedback where do we leave notes for the advisor to read?
What is in Beacon?
An inbound Silent call came in at 5 pm cst. What action do we take?
What is click Redial?
"I just started my search and don't want any help at this time."
The Disclaimer has been stated
"I understand. It's never too early to start your search as some of our community customers have wait list of over a year."
Outbound call connects to a fax machine.
On a Send to Reassessment Duplicate which two items do we verify before moving forward?
What is increase in budget and location change?
When we are unable to report a MR to an agency and select NO under "Were you able to report this to the appropriate agency" on the FUF, do we need to take further action?
What is yes. We need to try the agency again.
We are unable to overcome the family's objection of a callback. What should we ask first when setting the callback?
What is, what is the best time to call you back?
I just want to look online right now. I am looking for my father and don't need any help but thank you.
This was stated after the disclaimer.
What is "I understand, however, our advisors can assist you with information not always available online."
Outbound call connects to family who states there is no one at that residence named John Do nor is anyone looking for senior care.
What is Connected to Wrong Number?