Perception Codes
Customer reports sensor fell off
INSERTION-3
What is an ecard?
An electronic voucher that contains a BIN,Group and ID that the customer can take to the pharmacy to get a replacement
How many digits does the FSL 3 sensor have?
If customer reports that her dog chewed up their reader, can we replace it?
No
What does LO mean?
Reading is less than 40 mg/dL
Customer reports receiving good customer service on the previous call
SERV-9
What is an NDC?
National Drug code
What do the FSL sensors not contain?
BIOS
When troubleshooting doesn’t resolve the issue with what NCG do we replace the sensor?
S-1
What does HI mean?
Reading is more than 400 mg/dL
Agent closes case without sending order
SERV-21
What are the steps to get to the event log on the Reader?
Gear icon on top right corner, go down with blue arrows to system status and select Event Log
How should we confirm the serial numbers?
NATO Alphabet
If the customer lost their reader due to a natural disaster what NCG do we use to replace?
R-10
How long is the warm up period on the FSL sensors?
60 mins
Customer reports sensor caused skin irritation
INSERTION-13
Where can you find the ecard in unity?
On the order in related scroll down to Ecard
How many serial numbers does the app/reader store?
Last 3 Serial Numbers
What NCG can we use to replace a sensor that was removed due to MRI?
S-13
What is the transmission range for the FSL 2 reader?
20 ft
Customer reports that their test doesn’t start after applying blood to the test strip
TDN-3
What are the steps to get to the event log on FSL link on an iPhone?
3 Lines on left corner, scroll down to help and select Event Log
Name the 4 places you can find the sensor SN?
Reader/App, Box, Rim of sensor, Sensor pack lid
What NCG can we replace a sensor if they can no longer use it because they started it with the wrong tool?
S-11
Name the 4 contraindications
MRI, Diathermy, CT, Automated Insulin Dosing