Call Review

Rep: Jerome Da Intake Date: 6/14/23 Total Call Time: 113 min
Score: 1
Client Matter ID: 1314131 Review Date: 6/16/23 Intake Time: 89 minutes

Asking Every Question P/F: Fail

Conditions – The rep asked if the client has seen doctors. The client said - yes, for mental health. Rep did not ask if the client has seen doctors for physical
conditions, but marked the box “yes”.

Contact – The rep did not confirm the clients text number right before or after reading the text disclaimer.

Verify All Vital Info P/F: Fail

Start – Rep did not verify the clients DOB digit by digit. Reminder that we need to say each number for the month, day, and last 2 digits of the year digit by
digit.

Personal – The client corrected the rep with the SSN. Rep only repeated last 4 digits after correction. When corrected, we need to repeat the full SSN again.

Don’t Make Stuff Up P/F: Pass

Customer Service P/F: Fail

Intake time was 89 minutes, E-sign was not completed. Total call time was 113 min. Very long call, the client went into stories instead of directly answering
the questions. Rep needs to work on kindly interrupting and maintaining control of the call.
Over 20 minutes discussing E-sign: The client did not find the email, the rep repeated the end script twice and finally told the client that we would follow up
later.

The rep asked if the client has an attorny, the client said No and asked if he needed one. the rep said - Yea and asked the next question. We would want to
let the client know that an attorney is not required and explain who we are.
The client said he was ok with us assisting as long as we are not looking for any money. Rep should have explained the fee at this point.
The rep put the client on hold for 6 minutes! Reminder that we need to follow up with the client after 3 minutes

Note: The rep kept asking for an exact date for when the client last saw a doctor. They spent a few minutes trying to get this date, but it is not one of the
questions on the Intake..

Accuracy P/F: Fail

Income – The client lives with his father, so his father should be listed as someone helping the client out. The rep asked about the clients previous income
and the fathers income and assets. The income questions are for current, not previous income. The clients father is not part of the clients household, so we
would not need the fathers income or assets.

Assets – The clients car is a 2006 Hyundai Azera. Rep listed Hyundai special edition.
Assets – The rep asked the client how much he bought the car for and listed that amount ($10,000). We need to know the current value of the car, not what
he purchased it for.

Contact – For the Facebook App we need the clients handle number, not their name. Be sure to use the Troubleshooting Tool Tip to assist client with finding
their handle number.

Housing – The client said he is living with his father. Rep marked that he is living in his own place.

Work – Rep did not capitalize name or city for previous employer: interplex engineered products, rumford, RI. Reminder to use proper capitalization:
Interplex Engineered Products, Rumford.

Misc – rep asked if the client or spouse ever worked in the Railroad industry, then said “You are not married, so lets move on.” The rep did give the client a
chance to answer. The client could have worked for the railroad industry.

Verify – The rep told the client what the title of the email was. We need the client to tell us this information, so we know they have received the email.

Note for Contact - if the client does not provide more than 1 phone number, we need to be sure to remind them of the importance of staying in contact with
us.
Additional Notes (Not Errors)
 How It's Graded
Asking Every Question
- Was every question asked appropriately?
- If information was known, was information stated back appropriately?
- Did the rep skip any questions?
- Did the rep fail to state back information that was already given?

Verify All Vital Info

- Were all Names phonetically verified back to client?
- Were all DOB's stated back to client number by number?
- Were all SSN's stated back to client number by number?
- Were all Phone Numbers stated back to client number by number?
- Were all Addresses verified back to client?
- If applicable, was the client's email address verified phonetically (unless the same as name)?

Don’t Make Stuff Up

- Did the rep list any information on the intake that the client did not give/tell the rep?
- Did the rep choose information without consulting/asking or clarifying with the client?
- Did the rep falsify any information?
- Did the rep coach the client into any answers given?
- Did the rep choose a date without asking the client?

Customer Service
- How was the rep's tone of voice? (Was it warm, welcoming, empathetic/sympathetic, etc)?
- Did the rep have a sense of urgency?
- Was the call time 50 minutes (including E-Sign) or under?
- Was the rep helpful? (Did they address any questions/concerns of the client)?
- Was the rep professional? (Did they use any jargon/slang/or bad language)?

Accuracy
- Did the rep use proper spellings/grammar?
- Did the rep use Google when needed? (Did they list conditions/jobs/schooling correctly)?
- Did the rep read the end script properly?
- Did the rep provide correct e-sign instructions to the client?
- Did the rep give advice? (Marital, Employment, Medical, etc?
- Did the rep make any falsifying statements or give incorrect information to the client?
- Did the rep use the FAQ scripts when needed?

Auto Fails
- Taking a claim we know we shouldn't have taken.
- Not verifying the client's vital info. (Client's Name, DOB, SSN, email address).
- Purposefully skipping questions (A complete disregard to ask each question).
- Falsifying information/Fraud (A complete disregard to list information the client provides).
- Severe lack of Customer Service.
- Not reading beginning and ending scripts. (Who we are/what we do, Compliance, No Email, Text Disclaimer, Ending Script)
- Rep not asking e-sign sign questions and just choosing for the client. (Marking sign later/send paper packet, etc)