US VISA CALL FLOW

OPENING SPIEL:
Thank you for calling US Visa Service Desk. My name is _____. How can I help you today?

PARAPHRASE THE CONCERN & TAKE OWNERSHIP OF THE CALL:

If I correctly got your concern, you are calling because _____, am I correct? I would be glad to
assist you.

DATA VERIFICATION
Is this the first time you are calling? Are you the applicant or calling on behalf?
Have you created a profile at ustraveldocs.com/ph?
(if YES, pull up the account) May I have your passport number, full name, and email address?
(if NO, pull up the account) May I have your passport number, full name, email address, and
date of birth?

Thank you for all the information.

PROBING

HOLD PROCEDURE (optional)

May I place the call on hold for 1 or 2 minutes for me to maximize my resources?
Thank you for patiently waiting on the line _______

RESOLUTION
Regarding your concern, please be informed that _________

OFFER FURTHER ASSISTANCE

Is there anything else that I can help you with?

CLOSING SPIEL
Thank you for calling US Visa Service Desk. Have a great day! Bye for now

TRAVEL WITH VISA AND OLD PASSPORT

- In response to your query, please be advised that if your visa is still valid, you can travel to the
United States with your two passports (old and new), as long as the visa is valid, not damaged,
and is the appropriate type of visa required for your principal purpose of travel. Also, the name
and other personal data should be the same in both passports, (unless the name change was
due to marriage). Your nationality, as indicated in the new passport, must be the same as that
shown in the passport bearing the visa

RECEIPT VALIDITY

- In response to your query, please be advised that the non-immigrant visa application fee is
valid for one (1) year from the date of payment and allows you to schedule your interview at the
U.S. Embassy/Consulate. You must schedule your interview while the receipt is valid, which
means your interview must be booked within one year of paying your fee. If you do not
schedule
an interview within a year of payment then your receipt will expire, you will not be able to
schedule an interview, and you must pay the fee again and begin the process anew.

LOST PASSPORT W/ VISA

- In response to your query, please be advised that all cases of lost passports with valid US
visas should be reported to the Embassy by sending an email to
support-philippines@ustraveldocs.com with the following information - passport number, date
of birth, email address, contact number, visa class.
- You may also send a copy of the police report & affidavit of loss with the visa holder's full name
and the date of birth to the Embassy's Fraud Prevention Unit.

STATUS

- do not disclose to the caller/applicant about the status

- route him/her to ceac.state.gov instead

Please be advised that the courier (LBC) sends out a text message to applicants informing them
that the visa is out for delivery. Be reminded that passports are delivered directly to the
applicant's designated delivery address or pick up with NO ADDITIONAL COST. Delivery may
take 1 working day if within Metro Manila and 2-6 business days for provinces depending on the
location.

Please note that the phone number(s) and email address you have provided will be used for
correspondence. All applicants should be aware that the processing time is an average and that
the turnaround time of a specific case can vary due to individual circumstances and other
special requirements.

SLOT AVAILABILITY

slot availability is on the first come first serve basis and that it is
the consulate's decision if they will open slots

educate them about the slot availability

(no need to check the dashboard, the website, etc.)

- We would like to inform you that slot availability is on the basis of first come first serve. Please
be advised that the availability of the appointment slots varies with each visa type and that it is
the consulate's decision to open more slots. You may need to check the website from time to
time to see if new slots have been opened on your preferred date. With regard to checking the
profile, it is highly advisable to check it with a 2-hour interval to avoid having the account being
frozen. If a message will prompt saying that "you have reached the maximum number", it may
serve as a warning and that you may need to access the profile the next day.

FROZEN ACCOUNT
- Please note, that an account/profile will be frozen for suspicious activities when the number of
actions undertaken by an applicant in accessing his/her profile has exceeded the action limit
threshold e.g refreshing pages, visiting different pages, applicant who keeps reloading the 'New
Application/Schedule Appointment' page either manually or with automated tools in anticipation
of being first to claim a specific time slot as soon as it opens up etc., will add up to the
applicant's total number of actions. When the account/profile is frozen, an applicant will not be
able to access his/her profile for between 24 and 72 hours. We, therefore, advise an applicant to
limit the number of times he/she accesses his/her profile.

FOREIGN DIPLOMATS

- Please be advised that diplomats and other foreign government officials traveling to the United
States to engage solely or primarily in official duties or activities on behalf of their national
government must obtain a visa prior to entering the US. Diplomats and other foreign
government officials cannot travel using visitor or the Visa Waiver Program - If you are traveling
to the United States on official business for a foreign government or for an international
organization or mission, you may apply for a diplomatic or official visa (A, G, or C-3 visa).

PAYMENT OPTIONS

CASH AT BANK
- You can pay your application fee with cash at any RCBC bank. Before going to the bank,
applicant must print the deposit slip that is available at ustraveldocs.com/ph - You need to take
the printed deposit slip with you to pay the application fee - Please be advise not to print
multiple copies of the same deposit slip. You must have a unique deposit slip for each
transaction
- Upon receiving the receipt issued by the bank, please save the receipt, since it cannot be
replaced once it is lost. Note that applicant cannot schedule an appointment without the receipt
number.

ONLINE PAYMENT
- You can make an online payment via PesoNet
- Please note that if you are paying for more than one applicant, please do not make a lump
sum payment for all the applicants
- A UID/receipt number is required for each payment for each applicant for scheduling an
appointment
- After you have paid the fee, please keep the fee receipt for your records

EXPIRED PASSPORT WITH A VALID VISA

- In general, a nonimmigrant visa is valid for use any time before its expiration date provided
that it is in good condition and has not been tampered with or altered in any way. - Holders
of valid visas in expired passport need not apply for a new visa. - Nonimmigrant visas are
valid through the expiry date printed on the visa regardless of the passport's expiry date
- Visa holders need only to travel with both new and old passports when entering the United
States
ERROR ENCOUNTERED
- In response to your concern, please send a screenshot of the issue you are encountering in
JPEG format to support-philippines@ustraveldocs.com, so we can follow-up your concern.
Kindly limit your attachment to a maximum of 2MB.

SITE ADMINISTERED
*dili ka log in because wala siya sa Philippines

EXCEPTION OCCURED ISSUE

- Please note that the "Exception Occurred" notice appears when information entered in the
appointment profile is incorrect
- Please check the format of the information you entered in the appointment profile such as the
contact number/s

DAMAGED VISA/PASSPORT

CAN TRAVEL OR NOT

- We would like to inform you that you may not be able to travel with the damaged visa and
would request you to apply for a new visa.
- Also note that damaged visas can be replaced under the Interview Waiver Program. Please
visit ustraveldocs.com/ph for further information

CAN STILL BE USED

- If a visa is mutilated, tampered, soaked in water, torn, not properly affixed, or damaged
other than due to normal wear-and-tear, the visa is considered invalidated.
- In order to make future trips to the United States, one must reapply for a nonimmigrant visa.

CHANGE OF DELIVERY OPTION

- Please be advised that you can only change your document delivery address or document
pick-up location at any time prior to 11:59 pm on the day of your interview date.

CHOOSING THE VISA CATEGORY (NIV)

- We would like to inform you that you should select the visa type at your discretion. Also the
final decision about appropriate visa type will be made by the consular officer during your visa
interview.
- The purpose of your intended travel and other facts will determine what type of visa is required
under US immigration law. It is important to have information about the type of non-immigrant
visa you will need for travel and the steps required to apply for the visa at a US
Embassy/Consulate board.

DS-160 ASSISTANCE
In response to your question, we would not be able to assist you with filling these details as they
all pertain to your personal information. Kindly fill the form truthfully to the best of your
knowledge and as per the documentary evidence that you possess.
Please be reminded that all non-immigrant visa applicants, regardless of age, must have their
own DS-160 visa application form. The DS-160 must be accomplished and submitted online
prior to your interview at the Embassy. The barcode number on the DS-160 confirmation page is
required in order to book your interview. The DS-160 confirmation page must be printed and
brought on the day of the interview. The Embassy will not allow you to attend your interview
without a DS-160 confirmation page.

If you have queries related to DS-160, you can visit ceac.state.gov

APPLICANT CANNOT ACCESS TO HIS/HER PROFILE

1. there is a duplicate profile

2. issue on the email address

- if s/he wants to update the email address, advice to submit canned copy of the passport's bio
page to support-philippines@ustraveldocs.com

FULL-BRIGHT SCHOLARS

- Please be advised that J visa applicants participating in exchange visitor programs sponsored
by U.S. Government agencies (program serial numbers G-1, G-2, and G-3) or in a federally-
funded national research and development center program (program serial number G-7) are
exempt from paying the machine-readable visa (MRV) processing fee. Please refer to your
Form DS-2019 to determine your serial number

[- If you are a J visa applicant and your serial number is NOT mentioned above, you must pay
the MRV processing fee and then schedule an appointment. If you are exempt from paying the
MRV processing fee for the J visa, you may proceed to Window 10 of the Nonimmigrant Visa
(NIV) Unit, any workday except Wednesday, strictly between 8:00 a.m. and 8:30 a.m. Please
send an inquiry to the NIV Unit through their online inquiry form at
https://ph.usembassy.gov/contact-us-visas/ no less than two business days before coming to the
Embassy to arrange for access inside the premises. Without prior approval for access, you will
not be allowed inside the Embassy.]

RESCHEDULING AN APPOINTMENT INTERVIEW

- The applicant can reschedule the appointment 4 times; if they want to reschedule for the 5th
time, they have to wait 90 days for the receipt to be released (this also applies if the applicant
will not show up to the appointment)
- If the applicant has a current appointment, s/he must cancel the appointment first before
rescheduling a new one
- They must reschedule an appointment 2 days prior to the current appointment; if not, advise to
have it tagged as a no-show (?)

DOCUMENT SUBMISSION TIMELINE

- the required documents need to be submitted within one year of receiving the letter - note
that the application will be cancelled if there is no action taken from the applicant's end within
one year of receiving the 221g letter

SUBMISSION OF ADDITIONAL DOCUMENTS (NIV)

- applicant must send passport (if applicable), requested documents, document submission
letter to any LBC Branch
- the submission slip, visit the ustraveldocs.com/ph for more details on how to submit the
documents

- must download & print the 221G submission slip

- go & deliver the 221G submission slip, 221G letter from the embassy, & all the documents
requested (the LBC will give the applicant a copy of airway bill as a receipt for the documents)
- after the LBC will deliver the documents to the embassy, the LBC will return the documents &
the passport at the chosen delivery address

MANNING AGENCY (removing of dependents)

Only the principle/primary applicant can remove the dependent. So advise the (caller) to reach
out to the principle/primary applicant regarding the query.

HOW SOON CAN REAPPLY

The applicant may reapply as soon as s/he can pay the application fee, complete a new DS-160
Form and schedule an appointment.

TRANSFER OF APPLICATION

- yes, the applicant can transfer his/her application to the Philippines, given that s/he has paid
the MRV in the local currency
- give the UID number to TL

PROFILE MODIFICATION

*chat - please update this eme eme

*before they can update the email, they need to send a scanned copy of their passport and their
new email (send them to support-philippines@ustraveldocs.com)
*verify the current DS-160 barcode associated in the profile before any necessary update
*email & DOB lang ang magsend ng passport bio-page

*name & passport - applicant should make sure that they entered the correct information since it
cannot be easily change/amend; they should also visit the ustraveldocs.com/ph *we can only
modify the name if there is no receipt yet attached to the profile
*name cannot be changed on the profile
*applicant can change info in their profile if there is no receipt attached yet on the profile

- If you want to change some information on your profile, it should be at least 5 business days
prior to your scheduled appointment, since you already have a scheduled appointment. [- In
order for your profile to be updated, kindly send us a scanned copy of your passport at
support-philippines@ustraveldocs.com ]

NAME WAS ENTERED INCORRECTLY / PASSPORT NUMBER ON THE PROFILE - In

regards to your query, we would like to confirm that if you already have a receipt associated to
your profile, it is not possible to make this change as per the procedure provided throughout the
scheduling process.
- Please continue with the process that you have chosen and you will receive further directions
by the US Embassy regarding the acceptability of your application.

INTERVIEW WAIVER

*the application is the same whether applying for the first time or for renewal *however, if the
applicant has been previously issued a visa that s/he would like to renew, they may not be
required to personally appear for a interview
*focuses more on renewal and 80 y.o. above

renew B1/B2
renew FMJ
renew H, L, O, P, Q
renew B1/B2 biometrics

*they need to print interview waiver confirmation letter (must be submitted along with the other
documents)
*renewal is dapat same visa class/catgory; it should be the same category
*submit at the LBC
*kung unsa na drop off point ilang gi choose, didtp lang nila ma pick up

BIOMETRIC APPLICATION

*applicable for applicants age 14 y.o. below only

*B1/B2 visa class
*when scheduling, select the biometric something request
*we cannot guarantee as to when the applicant will receive because it is on the US Embassy's
discretion, and that applicants should wait for the email notification
*visa holder din dapat ang parent/guardian that will accompany the applicant at the embassy

EXPEDITED APPOINTMENT

QUALIFICATIONS:
- medical needs (also includes if mag accompany ng immediate family member, mag visit ng
immediate family member nga life-threatening ang medical condition)
- funeral/death (also includes mag repatriate ng body)
- urgent business travel (needs to secure a letter from the company in US stating the reason of
why the presence is urgently needed)
- student or exchange visitors (secure Form I-20/DS-2019 indicating the starting date of the
program w/in 60 days)
- ESTA denied

PROCESS:
- ustraveldocs.com/ph
- schedule regular appointment
- left side, emergency request
- see if the applicant is qualified
- fill-out the request form then click "submit"

STATUS:
*Approved-appointment can be scheduled within (starting date) to (end date). Reschedule the
current appointment.
*Plan on attending the appointment date

__________________
*schedule a regular appointment first (depends on the available date on the calendar) *then
the applicant can see the option to request for emergency appointment (dili nila makita ang
emergency unless naka sched sila ug regular appointment)
*makita sa requests if approved or not
*we cannot tell the exact time, so check the email because the embassy will send the
notification if they are approved or not
*one emergency request for one receipt only

- Please be advised that applicants can request an expedited appointment only once; even if the
sent request has already been rejected, applicants are no longer allowed to create another
request for an early appointment.

GROUP APPOINTMENT

- Please be advised that group appointments are available for visa applicants who will travel to
the United States for the same purpose and on the same date. Group travelers such as choirs,
religious groups, business groups, sports teams, school groups and groups traveling for
amateur performances and competitions are welcome to request a group appointment. Family
members traveling together for pleasure do not qualify for group appointments - To request a
group appointment, only 1 member of the group should be the '''''''REQUESTOR''''''' and must
submit the request by logging in to our online appointment system www.ustraveldocs.com/ph/.
It is not possible to submit a request through an agent. Once the request is submitted, please
wait for a response from the Embassy via email. There is no standard turnaround time for
approval of the request
- Please note that members of the group should NOT have an existing appointment to avoid
complications in scheduling the group appointment
GROUP APPOINTMENT REQUEST
- Please be advised that you will receive a notification on your e-mail address regarding
Approval or Rejection of your Group Request. Once approved, you will not need to schedule
another appointment. All applicants who are listed in the request will just need to show up on
the approved scheduled date of interview. All receipts will be locked so you will not be able to
confirm other dates.