CTS/CS
TRUE OR FALSE:
It is appropriate to use abbreviations when submitting a CTS case
FALSE:
A CTS compliant is a legal document, that will be viewed- no abbreviations/use correct punctuation and grammar.
OOA
Out Of Area
What does PAC stand for?
Public Agency Call
What memberships have RV coverage?
Plus RV, Plus RV & Motorcycle, Premier
What do you do when a member is not eligible for service?
When submitting a CTS case for the mbr, how many times are you to going hit SAVE to get that case #?
You will hit save ONE TIME - patience is key
PIBOP
Phoned In By Other Party
What veh's can we NOT enter PAC calls for?
PAC calls cannot be placed for motorcycles, RVs, or trailers. Please advise the Public Agency that we cannot place the request through AAA and that they need to send the call on rotation.
TRUE OR FALSE:
A Premier member in AZ has RV coverage
FALSE:
Only Plus RV or Plus Rv & Motorcycle
TRUE OR FALSE:
You dont need to document a call when referring to LSP
FALSE:
You must document any information provided by the member and who you referred the member to and then kill the call.
What information must you document in the original call and also provide to the mbr after submitting a case in CTS?
The case number
GIG
Got It Going
What two things do you need to confirm on every PAC call?
OSB, and the log number
What services are RV's eligible for?
lockout/locksmith, fuel delivery, battery, tire change, and winching/extrication services
Members vehicle is insured and registered as non operational, can we tow them to the nearest COR/AAR?
No, vehicle must be registered for street use
What are 3 things you can use connect suite for?
-Locate Compliants filed
-Insurance info
-Payments information
-Associates on account
-Local branches
-If mbr has home insurance
-Send replacement card out to mbr
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Between
How do you search for a PAC call and what search criteria do you use?
Find it by using "search calls" on D3. Enter PAC in the last name and search by: BDL City or Make/Model
How do you determine an affiliate member has RV coverage?
Verifying the CDX code
What are 3 examples of vehicles not eligible for service?
Provide any 3:
Non-passenger vans
Commercial light trucks
Vehicles with a GVWR over 14,000
Off-highway recreational vehicle
Novelty vehicles
Taxicab and limousine
If opening CS from the one login page does not work, where can we access it from that will work every time?
Managed bookmarks > AAA club> connect suite
NALVM
No answer, left voicemail
When entering a PAC call into D3- what will you need to do before starting the process/ what will you put as the first and last name?
First-Change Workflow to Public Agency call/ and then the PD company name will be the first name, PAC as last name
What process do we as CR's follow for RV/Trailer calls?
Verify the member has RV coverage and is located in our footprint. If covered, document and kill the call then warm transfer to the senior line.
Member has RV coverage and has a bus they converted for RV service, can we tow it?
No, buses are not eligible vehicles
No amount of modifications make an ineligible vehicle eligible for service.