CALL ROUTING
"I need to open a new intake"
New File Queue #4501
What are the different forms of submission?
RM - Website
Fax
LS App
Where do we find the intakes on the members account?
Show me on your computer
Members intake is yellow
"I got a notification saying i have a new msg but i cant see it it says the intake was closed or referred"
Once intake is confirmed check to see what kind of referral it is and provide B1 provider firm # or B5 external referral atty info
Caller gets frustrated and says “I already verified this information last time.”
Kindly advise the member this is the same procedure as always as we are a professional law firm and have to verify info every time.
"I already have an intake opened but they keep calling the wrong number"
Update the preferred number in the account and intake
"I submitted my documents but my screen glitched"
Advise member to resubmit
"I have a lot of intakes opened i don't know which one it is"
Ask the member
What is the AOL?
What attorney did you speak with?
Who was the Opposing party?
Member speaks spanish
Transfer to Spanish Queue 4598
Member says “Just transfer me, I don’t care who.”
Advise member we have a process and procedures in place before they can be transferred and complete the member verification.
"My attorney never called me back we had an appointment 10minutes ago"
Attempt warm transfer to atty if green, if not advise mbr you will send the atty a message to call them back.
If member is upset escalate to escalations chat
"I was told yesterday my documents were received but i haven't heard from the attorney all day"
Advise member of the 3 business day process and the atty will contact after that
"What is my intake number"
Advise there is an app
Use the letter chart to give intake number
Member is calling back about an existing traffic intake
Transfer to Traffic 4002
Caller says “I’m calling for my spouse” but you can’t verify they are on the membership or see any authorization in the intakes.
Kindly advise the member we can not speak to them unless the member calls in and gives verbal authorization
Show me in crystal burkmans account how to add this kind of alert
"I want to know if this is a good case, am i going to win and how can i make sure to get the other party to listen my demand"
Advise the member you are not an attorney but an attorney will call them back if an intake has been opened, if they need a new intake transfer to new file
Check the intake notes for assistance on what to tell mbr
Mbr needs a Will Q
Check to see if a will intake has been created > if it has advise member of website, if member disagrees we email will dept
Member says they want all intake numbers for “all my cases” but does not verify and says they do not need to.
Kindly advise the member this is the same procedure as always as we are a professional law firm and have to verify info every time.
Member wants an attorney NOW but no intake exists.
Apologize to the member but advise we have specific intake procedures and an intake needs to be created first
New File Queue 4501
Member is upset about an attorney not contacting them and about billing info and why their account keeps saying cancelled
Transfer to LS
“The attorney emailed me but I don’t understand it.”
Open the intake and see if the attorney has requested documents (status will show WOM) as this will send the member a email notification
Member asks if two separate intakes can be combined into one intake.
Ask if the Opposing party is the same or why they want to combine them
Transfer to Returning call other issue
Member membership shows “cancelled” but they insist they paid today.
Advise their account does not reflect that so we are not able to assist until it is reinstated.
Usually it takes 24hrs.
Member is calling on spouses account because they are "the primary" and they pay for the membership so they dont need verbal authorization.
T/F?
False