E Telephone Sample Script
Use the following telephone script as an example:
“To verify that we have the most current information on your case, may I have your name, address, and telephone number please?”
When the information provided matches the information on the ADDR screen, key CAP2 in the NEXT field and state the following:
“Thank you; can you also please verify your date of birth and the last four digits of your SSN?”
When the participant provides their date of birth but they do not want to provide the last four digits of their SSN, state the following:
“Thank you; I have enough information. How may I help you today?”