Call Review

Rep: Rodgene M Intake Date: 06/15/23 Total Call Time: 102 mins
Score: 1
Client Matter ID: 1314186 Review Date: 06/15/23 Intake Time: 79 mins

Asking Every Question P/F: fail

* Personal – Did not ask for the client's middle name.

* Contact – Did not ask if the mailing address provided is an apartment/house.

* Physical conditions – Skipped “Do you have pain when bending or twisting?.

Verify All Vital Info P/F: fail

* Client's DOB – Did not number the day and last 2 digits of the year.

Don’t Make Stuff Up P/F: pass

Customer Service P/F: fail

* Finished final contact info verification at 99 mins mark. Esign completed.

* Rep was having a hard time to read the questions on the intake. Some words were being omitted, there are times that he's using a different term
and there are a lot of words that were mispronounced as well. Other questions were being rephrase too.

Accuracy P/F: fail

* Pays bills – No need to add a comma after the first name.

* Conditions – Client said that he was not able to visit a Doctor for his condition and no appointments were set up at the same time. We'd want to clarify if he
was able to visit a Doctor in the past. If not, we can just add “possible” in summary page since the condition was not yet diagnosed.

* Housing – Client lives with his mother but rep picked “own place” in living arrangement.

* Work – Client said that they went out of business and the company he was working for had been shutdown. Rep the picked “quit for reasons unrelated to
conditions”. It should “Laid off”.

* School – Client said that he got his Diploma in “Lincoln Park High School” but rep listed the address instead of the name of the school.

* School – Rep listed “Lincoln” for the city where the school is located. It should be “Lincoln Park”.
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)