The next verification step that CSR will run is DOB/SSN combination, and will check if there is another application created using the same information than the one provided by the customer.
In this case, if there is an application created with that information, some scenarios may apply:
- The application found belongs to a different customer, located in the same State or another, who is not related in any way to the customer on the line: in that case, the agent will be able to continue with the application and CSR will run the next verification step.
- The application found belongs to the same customer the agent is talking to and it is in Pending status: in that case the agent will verify with the customer (by asking the proper questions) if all the information is correct, and will resend the form by using the regular Resend Form procedures.
The agent may reject the enrollment and create a new one if the existing application was created a long time ago, or if any piece of information has to be modified
- The application found belongs to the same customer the agent is talking to and it is in Enrolled/Qualified status: in this case, the agent will have to determine if a Resend Phone or Stuck in Qualified escalation has to be done by asking the correct probing questions
A SSN consists of nine digits, commonly written in three fields separated by hyphens: XXX-XX-XXXX. A social security card would look like this:
Any SSN conforming to one of the following criteria is an invalid number:
1. Any field with all zeroes (no field of zeroes is ever assigned)
2. First three digits above 900
3. 666 field (never assigned to a person in the US)