18 Matching Annotations
- May 2021
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twitter.com twitter.com
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ReconfigBehSci on Twitter: ‘@parnyman @ErikAngner I’m happy to move to more refined statistical measures where there is good reason for them, and, as a scientist, I am happy to take whatever answer the data give us’ / Twitter. (n.d.). Retrieved 21 February 2021, from https://twitter.com/SciBeh/status/1362755616327032832
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- Feb 2021
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10.11.66.200 10.11.66.200
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provide information for the following call type ONLY: New Enrollment Card Not Received
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you may proceed with standard verification
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If the full SSN provides an account
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the caller is a Conduent CH and the Conduent Calls call type should be used for the remainder of the call
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If the full SSN does not populate an account
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refer to the New Enrollment Card Not Received call type in the DCFC
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advise the CH they will need to be routed back to the IVR to complete verification of their PIN before we can proceed with the call
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Mr./Mrs. Cardholder, please note that we’ll not be able to assist you if you have not entered your card information using the right prompts in our Automated Telephone System/IVR. Therefore, I am going to have to transfer you to the Automated Telephone System so you can enter your card information using the relevant prompts and, if needed, press the right option to talk to one of our customer service representatives.
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select IVR State and Card Verification
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select the transfer option in Intello
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do not put the caller on hold
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I apologize for any inconvenience this may cause you; however, your PIN must be verified in the automated system before I am able to share account specific information for your security.
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If the cardholder refuses to be transferred to the IVR
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you have confirmed the card is Active
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If Yes
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If No
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Ask the cardholder if they have received their Direct Express Card
Tags
- CH Response
- Call Flow Switch
- 9
- Verification Element
- Not Found
- Provide Info
- Not Perform
- Option
- Received
- Verification Flow
- Not Received
- IVR
- PIN
- Search CH by SSN
- Transfer
- Card Status
- CSR Script
- Phone Number
- CSR Instruction
- 2
- 14
- New Enrollment Card Not Received Flow
- Select
- 5
- 1
- 4
- Card Shipment Status
- Conduent Calls Flow
- 7
- 10
- Found
- Verify Info
- Hold
- Check MCP
- IVR Transfer for PIN Verification Insist
- 3
- Card Verification
- 11
- IVR Transfer for PIN Verification
- Non Auto Populated Calls Flow
- Reject
- 12
- Active
- 17
- 8
- Advise IVR Transfer Required
- 15
- 16
- 13
- 6
- Accept
Annotators
URL
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