Ghost Calls

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

IF NO RESPONSE

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

Then if caller still doesn’t respond …. Confirm that the caller can hear.
"This is ________ with Experian verification services, can you hear me?"

"If you can hear me I cannot hear you, Please give us a call back."

Disconnect the line & disposition the call as non productive - dead air/ghostcall. 

If the caller puts you on hold after 1 minute check in with the caller:
"Hello just checking in are you still with me?"
Wait for 1 more minute (total of 2 mins holding) then read the ghost call script :
"This is ________ with Experian verification services, can you hear me?"

"If you can hear me I cannot hear you, Please give us a call back."