Duplicates
How many items are needed to validate a duplicate?
3, A valid duplicate should have matching names and at least 2 sets of other matching items
What date should appear on the top of your letter?
The date of the letter should reflect 1 business day after the date listed in the Letter Repository Folder. EX: Letter Repository shows 1/15/2025 the date of the letter should be 1/16/2025.
T/F We should only list the 8-digit member number on all letters.
FALSE - Always enter full 16-digit number that has been cancelled.
What is the exact verbiage you should use to add a High Priority note on a duplicate member in ConnectSuite?
This membership has been canceled by SIU as it is a duplicate. Do not reinstate. The active membership is 429005__________. Internal Email: aaasiu@mwg.aaa.com
T/F - We should NEVER work leads on our personal Dashboards.
False - Duplicates should only be worked out of the Duplicate Lead report, but there may be instances where a duplicate lead is placed on a personal dashboard for a more detailed review
What verbiage can be used when we have already researched a member?
Membership(s) has/have been previously investigated.
T/F Entitlements can also be moved in ConnectSuite.
FALSE - Make the change in Sales Force.
T/F - If you cannot identify a Duplicate match in ConnectSuite, no further actions should be taken.
FALSE - Matching items can be identified using ConnectSuite or Tableau. If there is no sufficient evidence of a duplicate, listen to calls in Verint to obtain verbal confirmation from the member, admitting association to both memberships.
What verbiage should be used when moving a lead to your personal dashboard for further investigation?
This escalation requires further investigation and has been moved to (YOUR NAME)’s Dashboard on (DATE).
Where, in our T&C, does it say a member cannot have duplicate memberships?
An individual will be a Member on only one Membership at a time
T/F A membership with insurance should NEVER be cancelled.
FALSE - These items should only be seen as a 'Consideration' and all other items should be equally considered.
T/F When cancelling duplicates, all payments made by card, should be returned to that same card.
FALSE - We will issue the refund, ALWAYS, by check.
T/F Duplicate letters should always be mailed to the active membership address.
FALSE - The Membership information at the top of the letter should match the information of the membership being cancelled.
What verbiage can be used to note research on an out of territory membership?
Unable to research Out of Territory memberships. No other duplicates were identified in 005. No action taken.
T/F Letters can be added to the same days folder up until 8 p.m. MST.
FALSE - Be advised of time restrictions provided for letters generated the same day listed on the applicable folder.
What font size/type should your letter be in?
All text font is in Times New Roman and size 11 font
When drafting a letter, what areas should appear in all capital letters?
MEMBER NAME(S) and ADDRESS should be in all capital letters.
When moving entitlements, should all entitlements be moved to the membership remaining active? Or the membership that is being cancelled?
Entitlements should always be moved from the cancelled membership to the active membership.
When you identify both the Primary and Associate are duplicates on different profiles, who should the letter be sent to?
If multiple individuals have been identified in the same duplicate, a separate letter will need to be mailed to each individual.
What Tableau report is used to pull duplicate leads?
Currently, no Tableau Report is used to identify duplicate leads, further updates will be made should a Tableau Report become available.
Which membership should be cancelled?
Member 2345 has been an Associate at the Premier level since 2002, who shows they are using their services regularly.
Member 1212 has been a Primary at the Classic level since 2023, and no services have ever been used. No other associates appear on this membership.
Cancel duplicate 2345 because this is what the member seems to be using regularly.
Why would ConnectSuite offer a $0.00 refund, but the member has not used any services?
The member will not be eligible for a refund if the cancellation is within the renewal period (even if no services have been used) or if the Primary is being cancelled and other associates have used services.
What Special Instruction note should you leave on the Special Handling screen?
Cancelled Duplicate. Primary Membership: MEMBER#.
When should other impacted members be listed in the body of the letter?
ONLY when the membership to be de/activated, is a Primary member
What verbiage should be placed in ConnectSuite, if the member is not eligible for a refund?
SIU cancelling as duplicate. (#) Services rendered, Member not eligible for refund.