basic knowledge
Do you have to answer the incoming call or does it automatically connect and the call is live?
The call is live automatically.
How many points is taken off if you don't read the greeting?
Greeted Caller & Identified self with Name and ID(-2)
If a caller says they did not file and do not need to, what is your resolution in CAPES?
did not file
do we have to do on-call research for every call
yes we do
can i have multiple bluezone screens up
yes you can
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What are the different calls we can get when on inbound?
Cisco live line calls
Investigations
incoming appeals
If you notes does not match what happened on the call how man points do you lose?
Notes do not match what happened on call/information in BZ (-15)
If a caller calls and mentions they got a call giving them a 48 hour message, saying they need to submit documents. Which flow do you use?
Investigation Flow
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what screen do we use to check for a pseudo?
ctch
why is it important to not give caller a time frame for when an investigator will call them back
because we do not know how long it will take for an investigator to call them back so we do not want to give wrong info
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What do we do if someone does not want to provide there full ssn ,what screen would we use?
we would ask for last 4 of ssn or ask for there address along with first and last name to try and locate them on cmes
How many points off if you do not add you bz id to capes notes?
◦ CAPES has accurate notation, disposition and includes BZ UID(10)
If you find an Appeals ID Theft case in Capes, what flow will we use?
appeals escalation
if a person calls and has a claim for 2/20/2020 and they have a fraud issue, and there is no other claims on file, what do we do?
due to claims date we would go ahead and read the script for out scope since the claim is not after 3/1/2020
What times can we schedule a callback for?
Tuesday - Friday 8am-4:30PM
Saturday 8AM-3:30PM
Monday only if they insist.
Can we repeat back to caller the spelling of there name after they have provided the spelling of their name?
yes we can since the caller has given it and it is not considered pi since we are not giving info from bluezone
If you do not do an enhanced id/claim verification when it is needed how many points do you lose for each one?
Performed Enhanced ID when needed.(10)
Performed Claim Verification when needed(10)
if a caller is calling in saying they have not been contacted yet and they want to check if documents were received what is the resolution for this
this would be a status check
how do i check cmnp the proper way
Check each note from 3/1/2020 or after by deleting the information on all the fields except SSN and Entity Type and Pressing ‘Enter’ on your keyboard.
If Spark goes down for some reason, what are you supposed to do?
Please hop in the Team Tom Space in Gmail so the team can stay in communication until Spark is fixed.
Who do we reach out to if our phones are not working?
we reach out to floor manager or tls
If a caller is on hold over 6 mins and you do not check on them, how many points is taken off?
Caller on hold over 6 minutes consecutively without a check-in(-10)
if a caller is calling for a did not file and they do not have a fraud case on NMDL, where would we put the following notations for the case: "case may need to be created by investigator"
you would go to incoming call form and notate it as well as in cmnp in bluezone if needs to be added
how do we check cmes and what is the proper steps to do so.
‘I’ in Entity Type:
Claimant’s name in Name:
If it cannot be located with a full name, try a combination of first and last names.
S4 in Search Type:
Claimant’s last 4 of SSN in Value:
“Enter” on keyboard
if you do not speak to a caller and the call drops before contact was made what do you do
you would fill out the dropped call form since no contact was made.