CA Proof uploading suggestion

CA Upload proof Description

To complete an enrollment, it is mandatory for the ST agent to upload the documents requested by the

system, to be reviewed by the BO team and CALAD , afterwards.

In order to increase the approval rate of proofs uploaded, it is suggested to always include a Government

ID as part of the Forced Address or Invalid Address proof package.

By adding a Government ID to the address proofs to be uploaded, chances to get a final approval from

CALAD increase, allowing the customer to keep the Lifeline Benefit in the device provided.

Address Proof Package Scenarios

By always adding a government ID to the documents uploaded for address proof (invalid or forced), three

scenarios will be seen:

ID Only

1- Address shown in the government ID is updated and the same address as the one entered in the

enrollment.

In this case the Government ID is enough proof to be uploaded. No further proof is needed.

ID + Other piece of proof

2- Address shown in the government ID is not updated and it is not the same address as the one

entered in the enrollment. (Customer moved out of the address/old address/different apt#/other

state ID, etc.)

In this case, the ST Agent should upload the Government ID anyway and add another piece of proof

showing the address entered in the enrollment. This other document can be a benefit letter, any

service bill (electric, gas, cable, etc.) or other proof that shows customer’s name and address, as

entered in the enrollment.

No ID available

3- Customer does not have a government ID handy.

In this case, agent should proceed anyway, and upload the other piece of proof, showing the address

that matches the one entered in the enrollment.

Upload Process

In order to upload both proof for Address and Forced Address flow, follow the instructions below.

After the enrolment has been created, the agent will receive instructions to start uploading the proofs

needed to complete the approval process.

In the following example, customer needs to upload proof of address along with SSN, DOB and the

program proof:

After the summary of proof needed, the quest app requests, one by one, the proofs needed for the ST

Agent to upload them.

When it is the moment of uploading Address proof, the ST agent should take a picture of the ID and the other proof to be used for this step.

During this step, whenever there is an ID + another piece of document to be uploaded the agent has two

different option to upload them:

1- Put both proofs together and take one picture:

2 – Take the picture f the ID first, and then take a picture of the bill (or letter/other proof) when the system asks if you need an extra picture.

The ST Agent can do this by completing the following steps:

Upload only the ID in the first picture

Take a second picture selecting YES in the pop up window that will come up after the first picture was taken

In the second picture, upload the other piece of proof

After the rest of the proof requested by the system is uploaded, they will be reviewed by the BO Team.

Make sure to take good, focused, legible pictures as they need to be reviewed by a BO Agent to be

approved.

Remember! Although adding a government ID to the address proof is a suggestion, having on

in the customer’s account increases the possibility of final approval.

It is strongly recommended to add one to the set of documents requested by the system