FAQs

 What should my greeting be for an incoming call?

Thank you for calling Alexander Shunnarah’s trial attorneys, my name is _________, and who do I have the pleasure of speaking with?

What should my greeting be for an outbound call?

Hello, I’m calling from Alexander Shunnarah’s trial attorneys, may I speak with______?

What is the template to fill out for sending information to the Intake/Recep chat in Mattermost?

NAME: (Name of person calling, or name of PC)

SPANISH?:

PHONE NUMBER : (phone number)

EMAIL: (email of the PC or person calling)

ATTORNEY : (if applicable)

REASON: (be detailed and concise about the issue)

What do I do when I finish all the information requested in a lead, and I am ready to send the contract for signature?

Send the name of the PC and the words please review next to it to the chat group Review Cases in Mattermost as in Joe Doe, please review

You will then be advised of the next step whether it is for signature or review

What do I do when someone says they want to be put on the Do Not Call List?

1. In VICI dial disposition the call as Do Not Call

2. Reject the case in LD as Lost or IF. If in LD

3. Send a message to the chat group Do Not Call in Mattermost that contains the letters DNC, the name of the PC, and the phone number as in DNC, Joe Doe, (123) 456-7890 

What do I do when a PC has signed with me on the phone?

1. Tell the customer your sales pitch

2. Send a message to the Signed chat in Mattermost with the name of the PC and the words signed next to it as in Joe Doe, signed

What should my sales pitch look like?

After review, you do qualify for a _______ claim. Our law office is on a contingency basis, which means we only collect a fee if we are successful. You will be receiving ___ percent of the settlement and we will only keep the ___ percent. The attorney will always speak to you before filing a lawsuit. Our attorneys also cannot settle your case without your final approval.

When sending a case for review and sending a note to a specific lawyer in LD, who should I tag in the notes section?

You first tag yourself, then you tag other groups and people according to the document at this link https://docs.google.com/document/d/1GUbHlEApfFAeb4BNTaw8LyzoeUK6BrsSafEKRTjcPio/edit

Which cases can I sign without a prior case review and how?

We only sign cases without a previous review or approval from attorneys when it is a Personal Injury (MVA) and/or is a Premises Liability case. The rest, unless it involves catastrophic injuries or death, should be sent for review.

1- You can sign any Personal Injury (MVA) and/or a Premises Liability case when the prompts don't tell you to send it for review.

2 - Once the intake is completed, send the name of the PC and the words please review next to it to the chat group Review Cases in Mattermost as in Joe Doe, please review.

3 - Once it has been approved, then tell the PC the sales pitch and send the contract to be signed.

How do I send a contract to be signed in Lead Dockets?

In LD, click on send documents via vinesign

Choose the right contract for the state and lead source

Drop down on Signer 1 and select how you would like the client to receive the contract

Click Send

How do I guide the PC to sign the contract in Lead Dockets?

1. Whether you send a text message or an email to the customer, they will receive a website link and they will click on it to open the document

2. Ask the PC to click Review Document

3. Once it is opened they will click on Get Started

4. Then Click Sign Here

5. The client will draw their signature (if drawing a signature is too difficult they can draw their initials) then click Create

6. They may have to do this process 3 times as they will click Sign Here on each page to apply their signature

7. Then click Finish once it populates

How do I send a contract to be signed in Interface?

Go to Packages

Select the correct contract (verify in the mass tort google doc)

Click Send

Inform the client that they will receive both a text and an email from the firm. Have them tell you which one they are opening.

How do I guide the PC to sign the contract in Interface when sending an SMS message?

1. Open the text that says “Reply Yes to confirm your consent to receive SMS notifications”

2. Once you have opened the message, type out YES and hit send

3. You will receive another text message that has a blue web link. Click the blue link in that message.

4. Click the orange Start Signing button

5. Click the orange Adopt Signature button

6. Use your mouse or fingertip to draw your signature (DO NOT TYPE) in the space provided. It must be as legible as possible.

7. Press the orange Apply Signature button until you see Submit/Finish.

8. Once you have entered all the information you can click the orange Submit/Finish button.

How do I walk the PC to sign the contract when an email has been sent through Interface?

1. Whether you send a text message or an email to the customer, they will receive a website link and they will click on it to open the document

2. Ask the PC to click Review Document

3. Once it is opened they will click on Get Started

4. Then Click Sign Here

5. The client will draw their signature (if drawing a signature is too difficult they can draw their initials) then click Create

6. They may have to do this process 3 times as they will click Sign Here on each page to apply their signature

7. Then click Finish once it populates

What do I do if the case is in Retained status?

Verify, assuming that the client is looking for an update or anything regarding its current case, let the PC know that you will send his information to the right department and his attorney will reach out as soon as possible during the following business hours. If looking forward to filling a new claim, open it with the existing contact information and there should be a blue box at the top right of the screen that says add lead, click there and handle as usual.

What do I do if the case is in Rejected status?

Make sure the client is calling for the case already rejected on LD, if it's for the same case voice turned down (VTD) the client and leave notes about it. If rejected, make sure to place the number in the do not call list (DNC) so that the client doesn't get called again. You can offer the BAR association phone number.

What do I do if the case is in Chase status?

This is when you are calling to get a signature or more information on the case. Make sure to read the notes to see if there is any special condition or something noted by previous agents, then just follow the usual call flow asking the intake questions.

(Shunnarah day time cases can be grabbed by anybody)

What do I do if the case is in Lost status?

This is when the PC not interested in keeping the services by Shunnarah, find out the reason and if the PC becomes willing to proceed take over, otherwise change to Lost, and send to the Do Not Call list.

What do I do if the case is in Hold status?

This is when a case is waiting on a document to proceed on our end, you can leave the case in Hold when you are waiting for documents.

What do I do if the case is in Scheduled status?

This is usually used when a client requests a specific callback, so ask the PC if he wants to proceed now, read the notes, and proceed accordingly to the missing information/procedures

How do I send a TD (turned down) letter in LD to the PC?

First, attempt will be to advise the PC verbally, if not leave a voice mail. If voice mail is not set up you will need to reject the case in LD, then make your notes accordingly and the system automatically sends the TD letter once the case is rejected. Afterward, send a DNC message to the Mattermost chat group Do Not Call so that the PC is not contacted anymore.

What to say to a PC that states they're not injured?

I'm glad to hear that you're doing fine, however, sometimes in car accidents any kind of pain might become a severe injury within the next couple of weeks, we need to know if you ever felt either whiplash, stiffness, soreness, headaches or any kind of pain due to the accident so we can assist you finding medical assistance and getting the adverse insurance to pay for it.

What do I do when I get a lead from Morgan and Morgan?

1 - Right at the moment when you get the call, send the client's name and tag McKinley Beck and Lindsey Turner in the Morgan and Morgan leads channel in Slack 

2 - The source in Lead Docket should be "Referral-Attorney", then select Morgan and Morgan in the drop-down menu.

How do I log in to view my QA Evaluations?

Go to https://qatools.glassmountainbpo.com/vmd_qa/acknowledge/ and sign in with your badge number as the user and the password will be Pass123.

For which calls can I find a reference in the Opportunities section of LD?

There will always be an "opportunity" for calls coming from - Goldwater (Walker Advertisement) and Lawfty Law.

Sometimes there will be an "opportunity" for calls coming from - TopDog (Smith AI).

There will never be an "opportunity" for calls coming from - Morgan and Morgan / Incoming calls in general, which means that you will have to create the lead from scratch.

Which cases are signable?

The signable cases at the moment the PC calls are - Personal Injuries (MVAs) and Premises Liability / Slip and Fall or General Premises Cases as long as they meet the criteria as specified in LD through the answering of questions. All other cases need to be sent for review.

What is no pay, no play?

No pay, no play laws prohibit uninsured drivers from receiving compensation from an insured driver's insurance company, even if the insured driver was at fault for the accident. The states that have this law are Kansas, Michigan, Oregon, Alaska, California, Iowa, Louisiana, North Dakota, Indiana, Oklahoma, Missouri and New Jersey.

How do I send a case for review to TJ (Thomas Borling)?

1. When sending a case for review to TJ, the first thing to do will be to change the "Assigned to Intake" to Thomas Borling (TJ) and update

2. Then go to the notes and click on "Add note"

3. Then add a simple note that says "TJ, please review"

4. Then add in the "Email Note To" section the names Thomas Borling, El Sal Management, El Sal QA, and your name

If the PC tells me that they don't have any injuries, what can I say to them?

I'm glad to hear that you're doing fine, however, sometimes in car accidents any kind of pain might become a severe injury within the next couple of weeks, is very important for us to know if you ever felt either whiplash, stiffness, soreness, headaches or any kind of pain due to the accident so we can assist you finding medical assistance and getting the adverse insurance to pay for it. 

Which are the ANS states?

Massachusetts, Connecticut, Vermont, Maine, Rhode Island and New Hampshire (ANS = Altman Nussbaum Shunnarah)

Which cases do I send for review to TJ?

All MVA cases that are not signable and need to be reviewed and are not from the ANS states, also the premises liability that are not signable, the dog bite cases

Which cases do I send to Tyler Church?

All the cases that are not signable (MVA or premises liability) from ANS states that need to be reviewed will be sent to Tyler Church.

Which cases do I assign to "case review" in LD?

All cases that are bed bugs, food cases, mold, worker's compensation, assaults, and medical malpractices that are not from the states of Tennessee, Georgia, Wisconsin, and Arkansas because they are assigned to specific attorneys.

What is the signing to-be-reviewed script?

Use this script every time you sign a case on PENDING SIGN UP SOME CRITERIA:

Thank you for providing all the necessary information. We are eager to proceed with the review and investigation of

your claim immediately.  You can expect to hear from us within 48 hours. Please note that we may reach out for additional details if required. You will be notified as soon as we begin to move forward with your claim. Thank you for entrusting us with this matter. It is important to note that our law firm operates on a contingency basis. This means that we only charge a fee if we achieve a successful outcome for your case. Our standard fee is [insert percentage] if the case settles outside of a lawsuit. However, if it becomes necessary to file a lawsuit to protect your interests, the attorney fee increases to [insert higher percentage]. Furthermore, it's essential to emphasize that our attorneys cannot settle

your case without obtaining your final approval. Your input and consent are pivotal in the resolution of your case.

What is the TD letter in Leads Docket?

Subject Important Message from Alexander Shunnarah

__Name_____, thanks for contacting Alexander Shunnarah Trial Attorneys. Unfortunately, we will be unable to represent you for this matter that you have reached out to us about. This does not mean you do not have a claim, you have a limited amount of time to protect your legal rights by giving notices and filing a lawsuit. Every State has different rules regarding this and it is important if you want to attempt to pursue a claim please reach out to another attorney or your specific State Bar Association ASAP.

If we can do anything else for you do not hesitate to reach by calling 1 (800)-229-7989.

Español

Subject Mensaje Importante De Alexander Shunnarah

Nombre, gracias por contactar Alexander Shunnarah Trial Attorneys. Desfortunadamente no podremos representarle en el caso del cual usted nos habló. Esto no significa que no tenga una queja legítima por esto le informo el número de teléfono del Bar Association de su estado que es Número.

Si le podemos ayudar en otro caso, por favor llámenos al 1 (800)-229-7989.

Does Louisiana have counties?

The state of Louisiana is divided into 64 parishes, which are analogous to counties in other states. There are various forms of government being used within the parishes. It reflects its French heritage and it is the only U.S. state with political subdivisions termed parishes, which are equivalent to counties, making it one of only two U.S. states not subdivided into counties (the other being Alaska and its boroughs)

What does Alaska call its counties?

Boroughs in Alaska are equivalent to counties in other U.S. states. Alaska has 20 boroughs.

When do I classify a case under Property Casualty?

When it's just damage to the home (no bodily injuries), examples of this can include a tornado damaging the roof, or walls and/or a hurricane damaging their property.

What are TTD and TPD checks

In a workers compensation case, there are primarily two types of checks that an injured worker may be entitled to. The first type is called Temporary Total Disability (TTD) checks and the other is called Temporary Partial Disability (TPD) checks. These checks are temporary because the Employer/Carrier is only obligated to pay them for a maximum of two years.

How to Transfer A Call For Phase 2 Intake

1. Place customer on hold

2. Press "Att Transfer"

3. Dial 0050 for English or 0019 for Spanish

4. When the agent answers provide the information of the customer

5. To successfully transfer click "join", which will disconnect the call and leave the customer with the phase 2 agent.

New Reception Transfer Process

The steps to follow for the new reception process are as follows:

1. Once you identify you have a client/medical provider/insurance representative contact extension 0016 (warm transfer)

2. Ensure the call is transferred promptly and professionally. Make sure you provide relevant details.

3. Share the caller's name, phone number, and the purpose of the call with the receptionist.

4. Use this script: Hello, this is _________ from the Intake Line, I have the following client ______ and he/she would like _________.

How To Transfer A Call To The Receptionist

1. Place the customer on hold

2. Press "Att Transfer"

3. Dial 0016 (if a Spanish speaker calls, then dial a bilingual receptionist representative directly who is available to transfer)

4. When the agent answers provide the information of the customer

5. To successfully transfer click "join", which will disconnect the call and leave the customer with the phase 2 agent.

6. If the Hold time exceeds 2 minutes you have the option to send the request to the reception queue in mattermost with the template.