The call flow

URL https://us-api.experian.com/decisionanalytics/experianone/login-ui/login - Use Login ID @cms.hhs.gov

• • Opening statement “Thank you for calling Experian Verification Services for CMS. My name is ___________. May I please have your reference number including any dashes"

  • Enter Reference number in "Client Reference ID" option. Please use all CAPs while entering the Reference number with the exception of the first i in a 4i reference number.  
    Example of reference numbers:
    4iBLANKENSHIP215572 -- 4i

IDM-IC-97111772 -- IDM (NOTE there are multiple IDM ref# formats)

RBA-3X1-A0E-2A0-X7Y -- SLS

MRP -- COBSW

CCW-1234 -- CCW

HARPpwDJRscX  (NOTE everything after HARP is lower/caps based on the customers letter)

"Thank you, I will be happy to help with your ID verification today. Just a moment while I locate your record "

"Are you calling on behalf of yourself or someone else?" 

• If it is a 3rd party!! READ VERBATIM!!

ONLY READ WHAT IS IN RED
[If not already on the call] 

"May I please speak with them?" (DO NOT SAY THANK YOU, OK, ALRIGHT NOTHING)

"Thank you for calling Experian Verification Services. My name is ________, Before we continue, may I have your permission to discuss your sensitive personal identifiable information while another person is on the phone line or in the room with you? (VERBAL YES NEEDED) WHEN CALLER SAYS YES (DO NOT SAY THANK YOU, OK, ALRIGHT NOTHING) 

May I please have the name of that person with you?" WHEN CALLER GIVES YOU NAME (DO NOT SAY THANK YOU, OK, ALRIGHT NOTHING)

"If needed, Do you give permission for _____(Name of 3rd Party)___ to provide me with the information needed to complete your transaction?"

You must hear a verbal YES for Legal Purposes.

• After you have confirmed the member or 3rd party disclosure is completed move to manual entry & reference ID will align with one of the applications listed. (See screenshot Below)

After using the search feature to locate the reference number. Go to Manual Entry & Select the inquiry corresponding with the reference number. (Refer to screenshot below if needed)

 Enter Reference number
(MUST BE ASKED IN FULL SENTENCES)
"May I please have your name, and would you spell it for me?"
"Thank you ____, may I please have your Date Of Birth?"
"Thank you, May I please have your Social Security Number?" (SELECT SSN)
"May I please have your full address?" (CONFIRM ADDRESS IS CORRECT)
"May I please have your MOBILE phone number?"
"May I please have your email address?"

Once you enter the customer PII read disclosure VERBATIM before clicking submit "In order to further assist you, we will need your verbal consent to access your consumer credit profile and consent for your wireless carrier to disclose information about your account and/or wireless device. This will be used for CMS or its service provider to help identify you and your wireless device. This added layer of protection is used solely for fraud prevention and identity proofing purposes. Do I have your permission to continue?" (VERBAL YES NEEDED)
***LOG INTO DISPO TOOL & PREPARE TO DISPO YOUR CALL***

(Check the box at the top & hit submit)

Click "go to event viewer" on the pop up box. 

• You will see "continue" or "stop" under CrossCore Recommendation in events tab

• Continue- "Congratulations! I was able to SUCCESSFULLY verify your identity today. Please return to the website that provided you with your reference number to complete your online session." “Thank you for contacting Experian Verification Services. Again, my name is _____________. Have a great day.” 

• Stop-  "I am sorry, we were unable to verify your identity today, You would need to return to the CMS website that originally provided you with the reference number you provided me at the beginning of this call. You may have the opportunity upload your identity documents manually via that website, or be directed by the CMS Tier 1 Help desk for an alternative method of verification. Thank you for calling Experian Verification Services, again my name is ________. Have a great day." 

“Thank you for calling Experian Verification Services. Again, my name is _________. Have a great day. "

***If customer continues with further questions please say (OR USE YOUR OWN VERBIAGE)-

 "At this time this is all of the information I have & cannot assist you with any additional information . As time is of the essence I would advise you to refer to or pull your credit profile to ensure all info is correct, or contact the company you are needing verification for to check additional methods of verification" ***

URL https://www.experian.com/access/login.html - Use Login ID CMSKBAPROD_LASTNAME

Matrix File to be used on every call: Matrix file 

• Opening statement “Thank you for calling Experian Verification Services. My name is ________, May I have your reference number including the dashes please.” (please read back the reference number phonetically) 

•  Click "reporting" in the top right. 

• Enter reference number into the ref number field & click submit. NOT precise ID field
  
  **If you are unable to locate the caller by reference number, please state the following: "Let's try to locate you a different way as I am unable to locate you by your reference number. What state are you calling from today?" (confirm state first to make sure it is not Rhode Island we do not ask for SSN for this state) "May I please have your SSN & the date range you filled out your application?" 

• You should see transactions, click the Hyperlink with the transaction that has an ONLINE SUBCODE (refer to matrix file) 

• "Thank you, I will be happy to help with the Identity Verification process today"
  "Are you calling on behalf of yourself or someone else?"
  (The above should be spoken as the PDF is loading or you are locating the subcode)
  
  If it is a 3rd party!! READ VERBATIM!!

ONLY READ WHAT IS IN RED

[If not already on the call] 

"May I please speak with them?" (DO NOT SAY THANK YOU, OK, ALRIGHT NOTHING)

"Thank you for calling Experian Verification Services. My name is ________, Before we continue, may I have your permission to discuss your sensitive personal identifiable information while another person is on the phone line or in the room with you? (VERBAL YES NEEDED) WHEN CALLER SAYS YES (DO NOT SAY THANK YOU, OK, ALRIGHT NOTHING) 

May I please have the name of that person with you?" WHEN CALLER GIVES YOU NAME (DO NOT SAY THANK YOU, OK, ALRIGHT NOTHING)

"If needed, Do you give permission for _____(Name of 3rd Party)___ to provide me with the information needed to complete your transaction? Please understand you will need to provide answers to the verification questions." 

You must hear a verbal YES for Legal Purposes.

• AFTER reviewing transaction & confirmed customers name: Go back & click the checkbox on the most recent transaction then proceed to "New Inquiry" in the top right. Subcode will auto populate on the next screen (IF NOT CHOOSE THE CALL CENTER SUBCODE THAT MATCHES IN THE MATRIX FILE)  
  Fill out members info on this screen
  (MUST BE ASKED IN FULL SENTENCES)
  "May I please have the spelling of your first & last Name?"
  "Thank you______, May I please have your full address most likely associated with your consumer credit profile ?"
  "Thank you, may I have your Social Security Number?"
  "Thank you, May I please have your DOB?"
  "May I also have the phone number associated with your consumer credit profile?”
  Enter Reference number in the box .

READ DISCLOSURE VERBATIM!!!
"I have located your original transaction and have the information that is required for me to proceed."

"In order to further assist you I need your verbal authorization to access your consumer credit profile for the purposes of Identity Proofing you today. Do I have your permission to continue?"

You must hear a verbal YES for Legal Purposes. ( "Yes" must be from person you are verifying )

"Thank you, Name, I will now attempt to generate your identity screening questions."
***LOG INTO DISPO TOOL & PREPARE TO DISPO YOUR CALL***

*(If Consumer does not give permission to continue with verification Read) “Understand that we are not able to verify your identity without your permission to generate new questions. When you feel more comfortable please call us and we will be here to assist you. Alternatively you can contact the website directly and request another method of verification”

 Hit submit to run the transaction.

"I am going to read you a series of questions and answers. Please allow me to read the full question and all possible answers before you respond with the most appropriate answer."
(Read all questions and answers)

• Accept- "Congratulations! I was able to SUCCESSFULLY verify your identity today. Please return to the website that provided you with your reference number to complete your online session." “Thank you for contacting Experian Verification Services. Again, my name is _____________. Have a great day.” 

• REF2- “I am sorry, Name, we were unable to verify your identity today, Please return to the website that initially provided you with the reference number you provided at the beginning of this call."
  (Please refer to Matrix file for additional options based on subcode)

“Thank you for calling Experian Verification Services. Again, my name is _________. Have a great day. 

***If customer continues with further questions please say (OR USE YOUR OWN VERBIAGE)-

 "At this time this is all of the information I have & cannot assist you with any additional information . As time is of the essence I would advise you to refer to or pull your credit profile to ensure all info is correct, or contact the company you are needing verification for to check additional methods of verification" ***


IMPORTANT INFORMATION

Always click the Hyperlink with the transaction that has an ONLINE SUBCODE (refer to matrix file) Subcodes will auto populate .

• In state out of state file

• https://www.experian.com/access/login.html

• Please Note: There will be two subcodes listed in the Precise ID when logged onto the Precise ID for Michigan, Please select the appropriate subcode when initiating a new transaction.

2692080 - Michigan Address (In-State)
2692090 - Non-Michigan Address (Out of State)

• “Thank you for calling Michigan Treasury Verification Services. My name is ________, May I have your Quiz ID?" (10 digit number) Refer to In State or Out Of State excel file to confirm Quiz ID under "Transaction ID"

• "Thank you, I will be happy to help you with the identity verification process today, just a moment while I locate your quiz ID."

"Can I please have the amount of your state refund?" (If the refund amount given is $5 higher or $5 lower than what you see on the call center file please refer back to the state of Michigan. DO NOT run a transaction)
"That is not the amount that we see. Please contact Michigan Treasury or refer to your tax summary to find the correct state refund amount then call us back so that we can assist you."

• Choose Subcode based on In State or Out Of State then select product dropdown - TBD2 S2692080 In State or TBD2 S2692090 Out of State

• "Did you file Joint or single?"

• IF JOINT, please CONFIRM that they are listed first on the letter. If they are listed second, we will need to speak with the person listed first on the letter. 

• Third Party Disclosure VERBATIM!!

ONLY READ WHAT IS IN RED

Before we continue, may I have your permission to discuss your sensitive personal identifiable information while another person is on the phone line or in the room with you? (VERBAL YES NEEDED) WHEN CALLER SAYS YES (DO NOT SAY THANK YOU, OK, ALRIGHT NOTHING)

 May I please have the name of that person with you?" WHEN CALLER GIVES YOU NAME (DO NOT SAY THANK YOU, OK, ALRIGHT NOTHING)

"Do you give permission for _____(Name of 3rd Party)___ to provide me with the information needed to complete your transaction? Please understand you will need to provide answers to the verification questions." 

You must hear a verbal YES for Legal Purposes.

• Enter Quiz ID under Reference Number Field. Gather & fill in members PII. Be sure they spell their name/address/ect (Use address they used to file return)

(MUST BE ASKED IN FULL SENTENCES)
"May I please have your name, and would you spell it for me?"
"Thank you, Name, what address did you use to file your taxes?"
"What State are you calling from today?"
"May I have your Social Security number please?"
"May I have your Date of Birth?" (CUSTOMER MUST BE 18 OR OLDER)
"May I have the phone number you used to file your taxes?"

Read Disclosure VERBATIM before submitting. VERBAL "YES" IS REQUIRED!!
"In order to further assist you I need your verbal authorization to access your consumer credit profile. The information obtained will only be used for the purposes of identity proofing. Do I have your permission to continue?"
"Thank you, Name, I will now attempt to generate your identity screening questions."
***LOG INTO DISPO TOOL & PREPARE TO DISPO YOUR CALL***

 Hit submit to run the transaction.

"I am going to read you a series of questions and answers. Please allow me to read the full question and all possible answers before you respond with the most appropriate answer."
(Read all questions and answers)

• Passed: PID IDP…"Congratulations! We were able to verify your identity. Your refund will begin being processed. You can track your refund at www.michigan.gov/wheresmyrefund. The identity verification will be processed and forwarded to the Department of Treasury to complete the return. If you have any additional questions please contact treasury directly at 517-636-4486. "

"Again, my name is ______ Thank you for calling Michigan Treasury’s Verification Services, have a great rest of the day."

• Failed: DO NOT GIVE REASON FOR DENIAL

"I am sorry we were unable to verify your identity/generate your ID screening questions. Are you ready for your next step toward verification?"    
    Customer "Yes"

 "Please see the mail in verification method under section A of your letter. Please follow the instruction to mail in your information. The mailing address is listed in the same section of your letter."
"Again, my name is ______ Thank you for calling Michigan Treasury’s Verification Services, have a great rest of the day."

TREASURY NUMBER CAN BE GIVEN TO CUSTOMER IF FAILED. 

(Do not tell the Consumer about these documents unless they ask about them. W2s, 1099’s, SSA 1099’s, or K1’s that show withholding reported on your return.)

**Please do NOT give a time frame for how long it could take to get their refund!!**