Authentications
What data elements do you need to successfully authenticate an account on portal?
Name (First name and One Last Name Minimum)
DOB (Month, Day, And Year)
Address (Mailing or Physical Address)
Scenario: Caller " I have not received my child card i know they are eligible and I want to know why?
What case type would this be?
Card Mailing Status
What system do we as agents use to authenticate an account?
PORTAL
Scenario: Caller provides DOB 01/01/2001
Portal shows: 01/10/2001
Is this account authenticated?
(caller did verify correct Full Name and Full Address)
Yes
Scenario: Caller "I Submitted a UBA at my child's school and i haven't heard back, I would like to check the status?"
What type case would this be?
Application Inquiry
What is the difference between 'Issuance Date' and 'Benefit Available Date' on portal?
Issuance Date : The day the card was mailed out.
Benefit Available Date: The day the benefits became available
Scenario:
Caller Provides Child Name: John Smith
DOB 01/01/2001
Address 123 Main st Seaworld City CA 01010
Portal Shows :
Child Name: John Smith
DOB 01/01/2001
Address 123 Main st Seaworld City CA 01001
Is This Account Authenticated ?
No
Scenario: Caller "I Submitted a UBA at my child's school and they said it was approved but I still have not received anything?"
What type case would this be?
Card Mailing Status
Where in EDGE are you able to see how many card have been issued out?
In the card tab under # of Permanent Cards Issued