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pdfSocial Security Administration
User Interface Specification
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2.6.16
Claim Status
SARA 2 OMB Attestation Change
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This document is a User-Interface specification
The purpose of this document is to lay out the user-interface in all its detail. Readers of this document are assumed to also have read the
requirements specification and to have an understanding of the purpose of the application.
Copyright © 2007 Nuance Communications, Inc., DialogModules™ is a trademark of Nuance Communications, Inc.
Nuance Communications, Inc. / 1 Wayside Road / Burlington MA 01803 / U.S.A.
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Table of Contents
Chapter 1:
Introduction ....................................................................................................... 4
Developer Notes.......................................................................................................................... 4
Chapter 2:
Global Behavior and General Info.................................................................... 5
2.1 Time-outs and Retries ................................................................................................................. 5
2.2 System Timeout ........................................................................................................................... 5
2.3 Privacy ........................................................................................................................................... 6
2.4 Global Commands and Global Prompts ................................................................................. 6
Chapter 3:
Detailed Dialog Specification ........................................................................... 7
3.1 Call-Flow Tables .......................................................................................................................... 7
6102-CS-Preamble-DM .............................................................................................................. 7
6103 Check Null Condition ....................................................................................................... 9
6105-CS-Attestation-DM ........................................................................................................... 9
6110-CS-Ping-DB ...................................................................................................................... 10
6111-CS-PingUnavailableMM-DM ........................................................................................ 11
CS-Authentication ..................................................................................................................... 12
6115 Social Security Check Condition ................................................................................... 12
6120-CS-GetSSN-DM .............................................................................................................. 12
6122 Get DoB Check Condition ............................................................................................ 15
6125-CS-GetDOB-DM ............................................................................................................ 15
6135-CS-DBWait-Msg .............................................................................................................. 17
6140-CS-Authenticate-DB ....................................................................................................... 17
6145-CS-AuthSuccess-Msg ...................................................................................................... 19
6150-CS-AuthCannotMatch-Msg ........................................................................................... 19
6151-CS-AuthSystemProblems-Msg ...................................................................................... 20
6152-CS-AuthAcctBlocked-Msg ............................................................................................. 21
6153-CS-AuthSystemUnavailable-Msg .................................................................................. 22
6154-CS-AuthCannotProcess-Msg ......................................................................................... 22
6160-CS-GetConfNumber-DM .............................................................................................. 24
6170-CS-LookupConfNumber-DB........................................................................................ 26
6171-CS-ClaimSystemProblems-Msg..................................................................................... 30
6173-CS-ClaimSystemUnavailable-Msg ................................................................................. 31
6174-CS-ClaimCannotProcess-Msg ....................................................................................... 32
6175-CS-ReadNextClaimYN-DM .......................................................................................... 33
6180-CS-ReadStatus-Msg ......................................................................................................... 38
6182-CS-RepeatStatusYN-DM ............................................................................................... 43
6185-CS-OneClaimEnd-DM ................................................................................................... 44
6190-CS-MultiClaimEnd-DM ................................................................................................. 46
6200-GiveUpSendSomewhere-BC ......................................................................................... 50
6211-ForcedTransfer-BC ......................................................................................................... 51
6213-ForcedTransferToAgent-Msg........................................................................................ 52
6216-ForcedTransferNoAgents-Msg ..................................................................................... 52
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Chapter 1: Introduction
This document is one part of a set of documents that describe the user interface for the
Social Security Administration (SSA) N8NN SARA 2 application. This document describes
only the interaction for checking Claim Status. The call flow has passed through Call
Steering (in the N8NN application) before getting to this section.
Developer Notes
The following notes apply throughout this document.
1. For all recognition modules in this spec, the return string for coding is the string that
follows the last dash in the Option or Requirement ID name, excluding any trailing digits.
For example (from DM 6190):
Option or Req ID
(shown in the DM tables in this
spec)
Return string
(specified in the grammar)
6190-CS-MultiClaimEnd-ConditionRepeat1
Repeat
6190-CS-MultiClaimEnd-ConditionRepeat2
Repeat
6190-CS-MultiClaimEnd-ConditionNext1
Next
6190-CS-MultiClaimEnd-ConditionNext2
Next
6190-CS-MultiClaimEnd-ConditionPrevious1
Previous
6190-CS-MultiClaimEnd-ConditionPrevious2
Previous
6190-CS-MultiClaimEnd-ConditionOther
Other
2. For each DM that contains a Help prompt in this spec, the grammar will provide a “help”
return string. When help is returned, the app should play the DM-specific Help prompt
and wait for a response.
Speech Science note: For the “Help” option, the grammar should include the
phrase “more information.” The grammar should not include the word “help” itself because
it can often be a false attractor.
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Chapter 2: Global Behavior and General Info
2.1
Time-outs and Retries
Retry prompts are specified in the DialogModule tables, and they are preceded by the
appropriate apology prompt.
Message Number
retry 1
110
Message Number
upon rejection of
speech
apology_re1
I'm sorry, I didn't understand you.
upon confirmation
apology_re1
_
My mistake.
upon rejection of
speech
apology_re2
I'm sorry, I still didn't understand you.
upon confirmation
apology_re2
_
My mistake again.
upon no input
apology_re1
I’m sorry, I didn’t hear anything.
upon confirmation
apology_re1
_
My mistake.
upon no input
apology_re2
I’m sorry, I still didn’t hear anything.
upon confirmation
apology_re2
_
My mistake again.
[…]
111
Message Number
retry 2
112
Message Number
113
Message Number
Timeout 1
132
Message Number
111
Message Number
Timeout 2
133
Message Number
113
excess retries
Note that Timeout prefixes for the collection phase (rejection of speech) are included as part
of the Timeout prompts in each DM, whereas Timeout prefixes for the confirmation phase are
usually not specified in the DM tables.
When a caller reaches Max Timeout or Max Retry, the callflow should go to 6200GiveUpSendSomewhere-BC
2.2
System Timeout
In addition to the regular timeouts, there is also a global System Timeout, set to a specific
number of minutes. The prompting and logic for this condition is specified in the N8NN
user interface specification.
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2.3
Privacy
The following information is considered confidential; SSN, Date of Birth. The confidential
flag should be set to true for all dialog modules collecting this information from the caller.
2.4
Global Commands and Global Prompts
Global prompts, grammar, and logic are specified in the N8NN user interface specification.
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Chapter 3: Detailed Dialog Specification
3.1
Call-Flow Tables
6102-CS-Preamble-DM
Custom Context DialogModule™
Caller requested Claim Status at the Speak Freely main menu.
Entering from
6000-ClaimStatusOptions-DM in the N8NN UI spec.
Prompts
Message Number
85001
Type / Name
Condition
Wording
Barge-in
6102-CSPreamblePrompt-Initial-1
always
Okay, claim status. By the way, if you filed your
claim just a few days ago, it might not be available
yet, and you might want to wait a few days and call
back. If you filed your claim more than 5 days ago,
we can go ahead and check the status.
No
Before we begin, let’s make certain you have all the
information you’ll need to find your claim status.
Claims are identified by an 8-digit Confirmation
Number. If you submitted your claim at a Social
Security office, the confirmation number is printed on
your application. If you submitted your claim online,
the website would have displayed your confirmation
number for you.
85147
6102-CSPreamblePrompt-Initial-2
always
If you have your confirmation number on hand now,
say ‘I have it’. If you don’t have your confirmation
number, you can say ‘no’ or ‘I do NOT have it’ or just
hang up and call us back once you’ve located it. If
you’ve come to the wrong place, you can say ‘main
menu’ to do something else.
Yes
85148
6102-CSPreamblePrompt-Retry-1
always
[Global Default] Please say ‘I have it’ or press 1 if
you have your claim confirmation number.
Otherwise, say ‘I do not have it’ or press 2 if you do
not know your confirmation number. If you’d like to
return to the main menu say ‘Main menu’ or press 9.
Yes
85149
6102-CSPreamblePrompt-Retry-2
always
[Global Default] ] Please press 1 on your telephone
keypad if you have your claim confirmation number.
Otherwise, say ‘no’ or press 2 if you do not know
your confirmation number.
Yes
6102-CSPreamblePromptTimeout-1
always
You can also press 9 to return to the main menu.
85150
ClaimStatus_v2.6.16
Sorry, I didn’t hear anything.
Yes
Please say ‘I have it’ or press 1 if you have your
claim confirmation number. Otherwise, say ‘I do not
have it’ or press 2 if you do not know your
confirmation number. If you’d like to return to the
main menu say ‘Main menu’ or press 9.
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85151
6102-CSPreamblePromptTimeout-2
always
6102-CSPreamblePrompt-Help
always
Yes
I’m sorry, but I still didn’t hear anything.
Please press 1 on your telephone keypad if you
have your claim confirmation number. Otherwise,
press 2 if you do not know your confirmation
number.
You can also press 9 to return to the main menu.
85152
A claim for benefits from the social security
administration can be submitted in person or online.
If you submitted your claim at a Social Security
office, the confirmation number is printed on your
application. If you submitted your claim online, the
website would have displayed your confirmation
number for you.
Yes
If you have your confirmation number on hand now,
say ‘I have it’, or press 1. If you don’t have your
confirmation number, you can say ‘I do NOT have it’,
press 2 or just hang up and call us back once you’ve
located it.
You can also press 9 to return to the main menu.
121
6102-CSPreamblePromptSuccessYes
If ‘I have it
Okay.
Yes
85153
6102-CSPreamblePromptSuccessNo
If ‘I do NOT have
it’
Thank you for calling the Social Security
Administration. Please call back once you have
located your claim Confirmation Number.
Yes
Option
Vocabulary
DTMF
6102-CS- Preamble-Option-Yes
[Yes] I have it
1
Action
Confirm.
Play appropriate success prompt
Never
Go to 6103 Check Null Condition
6102-CS- Preamble-Option-No
[No] I do NOT
have it
2
Play appropriate success prompt
Never
Terminate call
Do not have it
DialogModule parameters
Parameter
Value
Reporting
0000 = Success
Record = U-
RECL
-DM_6102-(Call Duration at start),T-RECL-
0001 = Error
0002 = Max No Input
-Call duration
at process
end
0003 = Max No Match
0200 = Caller Hang Up
Speech Science Notes
No Barge-in.
Main menu and all other global commands are in effect here.
The reporting tag for this DM reflects a non-standard naming convention for a DM. It continues to reflect the module in its original
state as a message. This configuration does not impact how the module is reported.
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6103 Check Null Condition
Entering from
6102-CS-Preamble-Msg
Condition
Action
If TVDC items else and
Attestation Flag =0
Go to: 6105-CS-Attestation-DM
If TVDC items else and
Attestation Flag =1
Go to: 6110-CS-Ping-DB
V-RECL-ATT_1-(duration),T-RECL-0000-(duration)
6105-CS-Attestation-DM
Custom Context DialogModule™
All callers must answer this before getting Claim Status.
Entering from
6103 Check Null Condition
Prompts
Message Number
85002
Type / Name
6105-CSAttestationPrompt-Initial-1
Condition
Wording
Barge-in
Social Security is allowed to collect this information
under the Social Security Act. This information
collection meets the requirements of the Paperwork
Reduction Act under O.M.B. number zero, nine, six,
zero, zero, seven, six, three. We estimate that it will
take about 2 minutes to listen to the instructions,
gather the facts, and answer the questions.
No
Please note that any person who makes a false
representation in an effort to alter or obtain
information from the Social Security Administration
may be punished by a fine or imprisonment, or both.
85003
6105-CSAttestationPrompt-Initial-2
If you are the individual to whom the claim status
information applies, say yes or press 1. If you do
*not* wish to continue, please say ‘no’ or simply
hang up.
Yes
85003
6105-CSAttestationPrompt-Retry1
[ Global Default] If you are the individual to whom
the claim status information applies, say yes or
press 1. If you do *not* wish to continue, please say
‘no’ or simply hang up.
Yes
85004
6105-CSAttestationPrompt-Retry2
[ Global Default] Any person who makes a false
representation in an effort to alter or obtain
information from the Social Security Administration
may be punished by a fine or imprisonment, or both.
If you are the individual to whom the claim status
information applies, press one, If you do *not* wish
to continue, please press two, or simply hang up.
Yes
85005
6105-CSAttestationPromptTimeout1
Sorry, I didn’t hear anything. If you are the individual
to whom the claim status information applies, please
say ‘yes’ or press 1. Otherwise say ‘no’ or press 2 - or you can simply hang up.
Yes
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85006
6105-CSAttestationPromptTimeout2
I’m sorry, but I still didn’t hear anything. Any person
who makes a false representation in an effort to alter
or obtain information from the Social Security
Administration may be punished by a fine or
imprisonment, or both. If you are the individual to
whom the claim status information applies, please
say ‘yes’ or press 1. Otherwise say ‘no’ or press 2 -or you can simply hang up.
Yes
85007
6105-CSAttestationPrompt-Help
Before we can continue, I need to know that you
understand and agree with the following warning.
Any person who makes a false representation in an
effort to alter or obtain information from the Social
Security Administration may be punished by a fine or
imprisonment, or both. If you are the individual to
whom the claim status information applies, please
say ‘yes’ or press 1. Otherwise say ‘no’ or press 2 -or just hang up.
Yes
00122
6105-CSAttestationPromptSuccess-1
If “yes”
Thanks.
N/A
85145
6105-CSAttestationPromptSuccess-2
If “no”
Thank you for calling Social Security. Goodbye.
N/A
Option
Vocabulary
DTMF
6105-CS-Attestation-Option-Yes
yes, yes I am
1
Action
Confirm.
Play appropriate success prompt
Never
Set Attestation Flag to 1
Go to 6110-CS-Ping-DB
6105-CS-Attestation-Option-No
no, no I’m not
2
Never
Play appropriate success prompt
Terminate call
DialogModule parameters
Parameter
Value
Reporting
0000 = Success
Record = U-
RECL
-DM_6105-(Call Duration at start),T-RECL-
0001 = Error
0002 = Max No Input
-Call duration
at process
end
0003 = Max No Match
0200 = Caller Hang Up
Speech Science Notes
Set a low probability for “no” to avoid false acceptances. Most callers will say “yes”.
6110-CS-Ping-DB
Database Query
Ping the system to ensure the back end is available and ready to take requests.
The Conditions and Actions in this module are from SSA email from L. Moore dated 9/19.
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Entering from
6103 Check Null Condition, 6105-CS-Attestation-DM
Input Field
Value
Description/ Length
func
requestId
SSATKCSHC,
SSATKCSDEV,
SSATKCSVAL,
SSATKCSINT1,
SSATKCSINT2
PING
numeric
Output Field
Description
verification status
success or failure
sid
service id
function code
10
Req ID
Condition
Action
6110-CS-Ping-Condition-Success
IF success
Go to: 6115 Social Security Check Condition
(i.e., = 0000)
6110-CS-Ping-Condition-SysProblems
Else if = 0151 or 7777
Go to: 6111-CS-PingUnavailableMM-DM
6110-CS-Ping-ConditionSysUnavailable
Else if = 0152
Go to: 6153-CS-AuthSystemUnavailable-Msg
6110-CS-Ping-Condition-OtherIssue
Else if = 9999 or Other
Go to: 6151-CS-AuthSystemProblems-Msg
Reporting
0000 = Success
Record = D-
RECL
-HDB_6110-(Call Duration at start),T-RECL-
0001 = System Error
0408 = Resource Not
Available
-Call duration at
process end
0503 = Not Valid Data
0004 = Caller Hang Up
Developer Notes
6111-CS-PingUnavailableMM-DM
CustomContext DialogModule™
This DM is used for certain conditions returned in 6110-CS-Ping-DB. The caller does not reach an agent; they can either
request the Main Menu or hang up.
Entering from
6110-CS-Ping-DB
Prompts
Msg. Number
Type / Name
Wording
85140
6111-CSPingUnavailable
MM-Initial-1
Due to system problems, we are unable to process your request at this time. If you’d like to
return to the main menu, say “main menu” or press 9. Or, if you’d like to end this call, feel free
to hang up.
Req ID
Vocabulary
DTMF
6111-CS-PingUnavailableMMCondition-MM
“Main Menu”
9
ClaimStatus_v2.6.16
Action
Confirm.
Go to Main Menu in N8NN
never
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6111-CS-PingUnavailableMMCondition-Retry
--
--
Upon first retry or timeout, play the Initial-1 prompt
again.
never
Upon second retry or timeout, disconnect call.
DialogModule parameters
Parameter
Value
Reporting
0000 = Success
Record = U-
RECL
-HDB_6111-(Call Duration at start),T-RECL-
0001 = Error
0002 = Max No Input
-Call duration at
process end
0003 = Max No Match
0200 = Caller Hang Up
Developer Notes
CS-Authentication
6115 Social Security Check Condition
Entering from
6110-CS-Ping-DB
Condition
Action
If SSN = null
Go to: 6120-CS-GetSSN-DM
If SSN else
Report V Transaction per module note, Go to: 6122 Get DoB Check Condition
Module Notes
V-RECL-SSN_1-(duration),T-RECL-0000-(duration)
6120-CS-GetSSN-DM
Social Security DialogModule™
Get the caller's Social Security Number
Entering from
6115 Social Security Check Condition
Prompts
Msg. Number
Name/Type
Wording
85146
6120-CSGetSSNPrompt-Initial-1
Now, Please say your Social Security number like this: 1 2 3 – 4 5 – 6 7 8 9, or enter it on your
keypad.
82145
6120-CSGetSSNPrompt-Retry1
[ Global Default] Please say your nine digit social security number quickly like this: 1 2 3 – 4 5 –
6 7 8 9, or enter it on your keypad.
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50203
6120-CSGetSSNPrompt-Retry2
[ Global Default] Try entering it on the telephone keypad.
50204
6120-CSGetSSNPromptTimeout1
Sorry, I didn’t hear anything. Please enter or say your nine digit social security number now.
82146
6120-CSGetSSNPromptTimeout2
I’m sorry, but I still didn’t hear anything. Try saying your social security number one digit at a
time. It works best if you speak at a normal pace. For example: 1 2 3 – 4 5 – 6 7 8 9. Or you
can enter it using your telephone keypad.
82147
6120-CSGetSSNPrompt-Help
You can tell me your nine digit social security number by simply saying it one digit at a time. For
example: 1 2 3 – 4 5 – 6 7 8 9. It works best if you don’t use double digit numbers like sixtyseven or eighty-nine. You can also enter it using your telephone keypad. Please say or enter
your Social Security Number now.
Option
Vocabulary
DTMF
Action
Confirm.
6120-CS-GetSSN-Option-SSN
Always
Allow prefix phrases:
[ok | alright] [it is | [my] social
security number is]
Confirmation prompts
Message Number
Name
Wording
Result
85017
6120-CS-GetSSNConfPrompt-SSN1
That was:
That was 123-45-6789, correct?
CPR
123–45–6789
00119
6120-CS-GetSSNConfPrompt-SSN2
...is that correct?
82148
6120-CS-GetSSNConfPrompt-SSN3
Okay, now I think I’ve got it right.
Your social security number is:
Okay, now I think I’ve got it right. Your social
security number is: 123-45-6789. Is that right?
CPR
123–45–6789
50209
6120-CS-GetSSNConfPrompt-SSN4
Is that right?
This is important, so I want to make sure I have it
right. Your social security number is: 1 2 3 – 4 5 –
6 7 8 9. Is that right?
00118
6120-CS-GetSSNConfPromptSSNretry
I think you said . Is that
correct?
6120-CS-GetSSNConfPromptSSNtimeout
I think you said . Is that
correct?
00119
00118
00119
Confirmation Option
Vocabulary
6120-CS-GetSSN-ConfOption-Yes
“Yes [it is]”
DTMF
Action
Confirm.
1
Go to: 6122 Get DoB Check Condition
Never
2
Re-enter Dialog Module per default
behavior
Never
“[Yes] that's right”
“Right”
“[That's] correct”
6120-CS-GetSSN-ConfOption-No
“No [it isn't]”
“[No] that's not right”
DialogModule parameters
Parameter
Value
6120-CS-GetSSN-Parameter
after_end_of_speech_timeout (incompletetimeout)
ClaimStatus_v2.6.16
2500 msec
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before_begin_of_speech_timeout
7,000 ms
allowing_barge_in
True
max speech duration
20,000 msec
Interdigittimeout
5500 msec
low confidence threshold
.100
Reporting
0000 = Success
Record = U-
RECL
-DM_6120-(Call Duration at start),T-RECL-
0001 = Error
0002 = Max No Input
-Call duration at
process end
0003 = Max No Match
0200 = Caller Hang Up
Developer Notes
The parameter values above are taken from 5020-GetSSNumber-SSN in the KBA spec. These are the latest ones we have on
record. Please validate these against the ones that you have in the deployed code.
(The following notes are based on 5020-GetSSNumber-SSN in KBA spec)
• Area, group or serial number containing only zeros are invalid
• Dashes” and “hyphens” should be ignored when uttered by the caller, but these utterances may be discarded by the recognizer
itself
• DTMF and speech expect 9 digits. It may be possible to speak more than 9 digits, but only nine digits will be recognized
Note: Point to non-standard grammar that includes Natural Numbers
Set Confidential Flag to TRUE
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6122 Get DoB Check Condition
Entering from
6115 Social Security Check Condition, 6120-CS-GetSSN-DM
Condition
Action
If DoB = null
Go to: 6125-CS-GetDOB-DM
If DoB else
Report V Transaction per module note, Go to: 6135-CS-DBWait-Msg
Module Notes
V-RECL-DoB_1-(duration),T- RECL-0000-(duration)
6125-CS-GetDOB-DM
Date DialogModule™
(Based on 5130-GetDOB-Date in KBA spec)
Get the caller's Date Of Birth
Entering from
6122 Get DoB Check Condition
Prompts
Message Number
Name
Wording
85011
6125-CSGetDOBPrompt-Initial-1
And what’s your date of birth, for example, “June 10th, 1940.”
85012
6125-CSGetDOBPrompt-Retry1
[ Global Default] Try saying the month followed by the date and then the year you were
born, for example May fifth, 1937. Or you can enter it on your telephone keypad using 2
digits for the month, 2 digits for the day, and four digits for the year.
85013
6125-CSGetDOBPrompt-Retry2
[ Global Default] Just say the month followed by the date and then the year you were
born. For example July fourth, 1976. Or you can enter it on your telephone keypad using
2 digits for the month, 2 digits for the day, and four digits for the year.
85014
6125-CSGetDOBPromptTimeout1
Sorry, I didn’t hear you. Please tell me your birth date.. For example, you could say May
fifth, 1937. Or you can enter it on your telephone keypad using 2 digits for the month, 2
digits for the day, and four digits for the year.
85015
6125-CSGetDOBPromptTimeout2
I’m sorry, but I’m still having trouble hearing you. I need the month, day and year for
your birthday, for example July fourth, 1976. Or you can enter it on your telephone
keypad using 2 digits for the month, 2 digits for the day, and four digits for the year.
00122
6125-CSGetDOBPromptSuccess-1
Thanks
Option
Vocabulary
6125-CS-GetDOBOption-Date
ClaimStatus_v2.6.16
DTMF
<...>
Action
Confirm.
Go to: 6135-CS-DBWait-Msg
Always
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Confirmation prompts
Message Number
Name
Wording
51308
6125-CS-GetDOBConfPrompt-Date1
Okay, so that’s:
CPR
January 12 1931
50209
6125-CS-GetDOBConfPrompt-Date2
Is that right?
Okay, so that’s: . Is that
right?
51310
6125-CS-GetDOBConfPromptDateRetry
Sorry. I didn’t catch that. Please say
“YES” if I have the right date.
Sorry. I didn’t catch that. Please say “YES”
if I have the right date.
51311
6125-CS-GetDOBConfPromptDateTimeout
I wasn’t sure if you said anything.
Please say “YES” if I have the right
date.
I wasn’t sure if you said anything. Please say
“YES” if I have the right date.
Confirmation Option
Vocabulary
6125-CS-GetDOB-ConfOption-Yes
“Yes [it is]”
Result
th
th
DTMF
1
Action
Confirm.
Play appropriate success prompt.
Never
Go to: 6135-CS-DBWait-Msg
“[Yes] that's right”
“Right”
“[That's] correct”
6125-CS-GetDOB-ConfOption-No
“No [it isn't]”
2
Re-enter Dialog Module per default
behavior
“[No] that's not right”
Never
DialogModule parameters
Parameter
Value
date_reference_date
System date
date_range_allowed_earliest
1 January 1900
date_range_allowed_latest
Today
date_range_expected_earliest
Today – 75 years
date_range_expected_latest
Today – 25 years
date_disambiguation_mode
ASSUME_NOTHING
after_end_of_speech_timeout (incomplete timeout)
1500 msec
max speech duration
16,000 msec
before_begin_of_speech_timeout
7,000 msec
allowing_barge_in
True
Reporting
0000 = Success
Record = U-
RECL
-DM_6125-(Call Duration at start),T-RECL-
0001 = Error
0002 = Max No Input
-Call duration
at process
end
0003 = Max No Match
0200 = Caller Hang Up
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Developer notes
The parameter values above are taken from 5130-GetDOB-Date in the KBA spec. These are the latest ones we have on record.
Please validate these against the ones that you have in the deployed code.
Remove all global grammars for this DM.
(The following notes are based on 5130-GetDOB-Date in KBA spec)
Although the application does not explicitly guide callers to use DTMF for the Date of Birth entry, it is enabled.
Date entry should be in the form of MM/DD/YY to be accepted.
Trim the grammar so that the day of the week is not allowed.
For CPR of date playback, insert 250 msec silence between month and day, and 500 msec silence between day and year
Set Confidential Flag to TRUE
6135-CS-DBWait-Msg
Play Prompt
(Based on 5220-CheckingNow-Msg in KBA spec)
Tell the caller there may be a short delay while we check the information they gave us.
Entering from
6125-CS-GetDOB-DM, 6122 Get DoB Check Condition
Prompts
Msg. Number
Name
Wording
52201
6135-CS-DBWaitPrompt-1
Hold on while I check our database. It may take a few seconds.
Req ID
Condition
Action
6135-CS-DBWait-Condition-Always
Always
Go to: 6140-CS-Authenticate-DB
Reporting
0000 = Success
Record = U-
RECL
-Msg_6135-(Call Duration at start),T-RECL-
0001 = Error
0200 = Caller Hang Up
-Call duration
at process
end
Developer notes
No barge-in
set test data to V-COAD-SSN_1-(duration), T-COAD-0000-(duration)
6140-CS-Authenticate-DB
Database Query
(Based on 5230-QueryKB-DB in KBA spec)
Check the Knowledge Base database.
Entering from
6135-CS-DBWait-Msg
Input Field
Value
Description/Length
sid
SSATKCSHC,
SSATKCSDEV,
SSATKCSVAL,
SSATKCSINT1,
SSATKCSINT2
service id
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func
AUTH
function code
requestId
numeric
10
ssn
numeric
9
dobMonth
01 -12
2
dobDay
01-31
2
dobYear
CCYY
4
ani
numeric
10
Output Field
Description
verification status
success or failure
Req ID
Condition
Action
6140-CS-Authenticate-Condition-Success
IF success
Go to: 6145-CS-AuthSuccess-Msg
(i.e., = 0000)
6140-CS-Authenticate-Condition-SysProblems
Else if = 0151 or
7777
Go to: 6151-CS-AuthSystemProblems-Msg
6140-CS-Authenticate-Condition-SysUnavailable
Else if = 0152
Go to: 6153-CS-AuthSystemUnavailable-Msg
6140-CS-Authenticate-Condition-AcctBlocked
Else if = 0508
Go to: 6152-CS-AuthAcctBlocked-Msg
6140-CS-Authenticate-Condition-NoMatch
Else if = 0108
Go to: 6150-CS-AuthCannotMatch-Msg
6140-CS-Authenticate-Condition-OtherIssue
Else if = 9999 or
Other
Go to: 6154-CS-AuthCannotProcess-Msg
Reporting
0000 = Success
Record = D-
RECL
-HDB_6140-(Call Duration at start),T-RECL-
0001 = System Error
0408 = Resource Not
Available
-Call duration
at process
end
0503 = Not Valid Data
0004 = Caller Hang Up
Developer Notes
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6145-CS-AuthSuccess-Msg
Play Prompt
(Based on 5250-SaySuccess-Msg in KBA spec)
Tell caller they've been verified.
Entering from
6140-CS-Authenticate-DB
Prompts
Msg. Number
Name
Wording
52501
6145-CSAuthSuccessPrompt-1
OK, everything checks out.
Req ID
Condition
Action
6145-CS-AuthSuccess-Condition-Always
Always
Go to: 6160-CS-GetConfNumber-DM
Reporting
0000 = Success
Record = U-
RECL
-Msg_6145-(Call Duration at start),T-RECL-
0001 = Error
0200 = Caller Hang Up
-Call duration
at process
end
Developer notes
No barge-in
6150-CS-AuthCannotMatch-Msg
Play Prompt
(Based on 5260-SayFailure-Msg in KBA spec)
= 0108 during Authentication.
Entering from
6140-CS-Authenticate-DB
Prompts
Msg. Number
Name
Wording
85018
6150-CSAuthCannotMatchPrompt-1
Sorry, we cannot match the information that you provided.
Req ID
Condition
Action
6150-CS-AuthCannotMatch-Condition-Always
Always
Go to: 6211-ForcedTransfer-BC
Reporting
0000 = Success
Record = U-
RECL
-Msg_6150-(Call Duration at start),T-RECL-
0001 = Error
0200 = Caller Hang Up
-Call duration
at process
end
Developer notes
No barge-in
This prompt is based on Message 9052 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording
that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit
this application
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6151-CS-AuthSystemProblems-Msg
Play Prompt
Return code 0151 or 7777 during Authentication or other codes in Ping.
Entering from
6110-CS-Ping-DB, 6140-CS-Authenticate-DB
Prompts
Message Number
85019
Type / Name
Wording
6151-CSAuthSystemProblems
-Prompt-1
Due to system problems, we are unable to process your request at this time.
Req ID
Action
6151-CS-AuthSystemProblems-Condition-Always
Always
Go to: 6211-ForcedTransfer-BC
Reporting
0000 = Success
Record = U-
RECL
-Msg_6151-(Call Duration at start),T-RECL-
0001 = Error
0200 = Caller Hang Up
-Call duration
at process
end
Developer notes
No barge-in
This prompt is the same as Message 9054 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt
wording that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been
edited to fit this application
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6152-CS-AuthAcctBlocked-Msg
Play Prompt
(Based on 5270-AccountBlocked-Msg in KBA spec)
Return Code 0508 during authentication
Entering from
6140-CS-Authenticate-DB
Prompts
Message Number
Name
Wording
85020
6152-CSAuthAcctBlockedPrompt-1
If the information you gave us is correct, we’re sorry but this service is not
available to you. If the information you gave is correct and you are currently
receiving benefits, online and telephone access to your account may be blocked.
Req ID
Condition
Action
6152-CS-AuthAcctBlocked-Condition-Always
Always
Go to: 6211-ForcedTransfer-BC
Reporting
0000 = Success
Record = U-
RECL
-Msg_6152-(Call Duration at start),T-RECL-
0001 = Error
0200 = Caller Hang Up
-Call duration
at process
end
Developer notes
No barge-in
This prompt is based on Message 9019 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording
that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit
this application.
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6153-CS-AuthSystemUnavailable-Msg
Play Prompt
Return code 0152 during Authentication
Entering from
6140-CS-Authenticate-DB, 6110-CS-Ping-DB
Prompts
Message Number
85021
Type / Name
Wording
6153-CSAuthSystemUnavailab
le-Prompt-1
I'm sorry, but the system is unavailable at this time.
Req ID
Action
6153-CS-AuthSystemUnavailable-Condition-Always
Always
Go to: 6211-ForcedTransfer-BC
Reporting
0000 = Success
Record = U-
RECL
-Msg_6153-(Call Duration at start),T-RECL-
0001 = Error
0200 = Caller Hang Up
-Call duration
at process
end
Developer notes
No barge-in
This prompt is based on Message 9051 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording
that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit
this application
6154-CS-AuthCannotProcess-Msg
Play Prompt
= 9999 or Other during Authentication. This state tells the caller we cannot process their request.
Entering from
6140-CS-Authenticate-DB
Prompts
Message Numbers
85022
Type / Name
Wording
6154-CSAuthCannotProcessPrompt-1
We’re sorry, we are unable to process your request.
Req ID
Action
6154-CS-AuthCannotProcess-Condition-Always
Always
Go to: 6211-ForcedTransfer-BC
Reporting
0000 = Success
Record = U-
RECL
-Msg_6154-(Call Duration at start),T-RECL-
0001 = Error
0200 = Caller Hang Up
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-Call duration
at process
end
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Developer notes
No barge-in
This prompt is based on Message 9008 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording
that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit
this application
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6160-CS-GetConfNumber-DM
Digits DialogModule™
This module asks for the caller’s confirmation number
Entering from
6145-CS-AuthSuccess-Msg
Prompts
Message Number
Type / Name
Wording
85023
6160-CSGetConfNumberPrompt-Initial-1
Now, let’s look up your claim.
250
250 ms. silence
85024
6160-CSGetConfNumberPrompt-Initial-2
When you first submitted your claim, you should have received an 8-digit confirmation
number. Please say or enter your confirmation number, or say “I don’t have it.”
85025
6160-CSGetConfNumberPrompt-Retry1
[Global Default] Please say or enter the 8-digit confirmation number for the claim you
submitted, or say “I don’t have it”.
85026
6160-CSGetConfNumberPrompt-Retry2
[Global Default] If you submitted your claim at a Social Security office, the
confirmation number is printed on your application. If you submitted your claim
online, the website would have displayed your confirmation number for you. So, go
ahead and say or enter your 8-digit confirmation number, or say “I don’t have it”.
85027
6160-CSGetConfNumberPrompt-Timeout1
[Global Default] Please say or enter the 8-digit confirmation number for the claim you
submitted, or say “I don’t have it”.
85028
6160-CSGetConfNumberPrompt-Timeout2
[Global Default] If you submitted your claim at a Social Security office, the
confirmation number is printed on your application. If you submitted your claim
online, the website would have displayed your confirmation number for you. So, go
ahead and say or enter your 8-digit confirmation number, or say “I don’t have it”..
85029
6160-CSGetConfNumberPrompt-Help
If you submitted your claim at a Social Security office, the confirmation number is
printed on your application. If you submitted your claim online, the website would
have displayed your confirmation number for you. If you don’t have the number
handy, it’s ok to hang up now, and then call back later when you have the number
with you. If you don’t have a confirmation number at all, just say, “I don’t have it.”
Otherwise, go ahead and say or enter your 8-digit confirmation number now.
85030
6160-CSGetConfNumberPrompt-Success-1
Play this prompt
after caller confirms
“yes”
Good, let me check on that claim -- just a moment.
DTMF
Option
Vocabulary
6160-CS-GetConfNumber-OptionConfNum
Any 8-digit string
Allow prefix phrases including
these and others as needed:
Action
Confirm.
<8
digits
>
Always
--
Go to: 6200GiveUpSendSomewhere-BC,
condition Agent Request.
If necessary
[yes | ok | alright] [it is |
confirmation number ]
6160-CS-GetConfNumber-OptionDontHave
I don’t have it
I didn’t get one
and variations as needed
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Confirmation prompts
Message Number
Name
Wording
82024
6160-CSGetConfNumbe
r-ConfPromptConfNum1
I heard:
I heard: . is that right?
CPR
1234-5678
50209
6160-CSGetConfNumbe
r-ConfPromptConfNum2
Is that right?
85031
6160-CSGetConfNumbe
r-ConfPromptDontHave
You don’t have your confirmation number, is
that right?
Confirmation Option
Vocabulary
6160-CS-GetConfNumber-ConfOptionYes
“Yes [it is]”
Result
DTMF
1
“[Yes] that's right”
Action
Confirm.
Play appropriate Success prompt
above.
Never
Go to: 6170-CS-LookupConfNumberDB
“Right”
“[That's] correct”
6160-CS-GetConfNumber-ConfOptionNo
“No [it isn't]” “No it’s
not”
2
Re-enter Dialog Module per default
behavior
Never
“[No] that's not right”
DialogModule parameters
Parameter
Value
Reporting
0000 = Success
Record = U-
RECL
-DM_6160-(Call Duration at start),T-RECL-
0001 = Error
0002 = Max No Input
-Call duration at
process end
0003 = Max No Match
0200 = Caller Hang Up
Developer Notes
As of v.2.6.13 (Tuning 2), modified params as follows:
expr="'2200ms'"/>
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6170-CS-LookupConfNumber-DB
Database Query
This is a database query to retrieve the claim(s) associated with the caller’s confirmation number. There can be up to 3
associated claims found, but it is most common to have just one.
Entering from
6160-CS-GetConfNumber-DM
Input Field
Value
Description/Length
sid
service id
func
SSATKCSHC,
SSATKCSDEV,
SSATKCSVAL,
SSATKCSINT1,
SSATKCSINT2
INFO
requestId
confNumber
numeric
numeric
10
8
ani
jsessionid
numeric
alphanumeric string
10
100
pd-h-session-id
pd_stateful
alphanumeric string
alphanumeric string
100
100
pd-id
Output Field
alphanumeric string
4000
Description (From SSA Data Exchange Document -- See Developer Notes)
function code
Required
2 characters
Required
1 character
10 (Retirement Benefits)
11 (Hospital Insurance Only)
20 (Disability Benefits)
31 (Widow’s or Widower’s Insurance Benefits)
32 (Mother’s or Father’s Benefits)
33 (Child’s Insurance Benefits – Survivor)
34 (Parent’s Benefits)
36 (Widow’s or Widower’s Insurance Benefits)
41 (Wife’s or Husband’s Insurance Benefits)
42 (Spouse With Child in Care Benefits)
43 (Child’s Insurance Benefits – Life)
46 (Wife’s or Husband’s Insurance Benefits)
47 (Widow’s or Widower’s Insurance Benefit)
48 (Childhood Disability Benefits)
49 (Student Benefits)
50 (Hospital Insurance)
60 (Lump Sum Death Payments)
70 (Benefits at Age 72 for Uninsured Individuals)
80 (Health Insurance Benefits Under Medicare for
Individuals with Chronic Renal Disease)
A (Adjudicated)
P (Pending)
Optional
1 character
Y (if issues pending other than ,
, , or )
Optional
8 characters
MMDDYYYY
The Disability Determination Service in your state is
processing the medical portion of your claim.
Optional
8 characters
MMDDYYYY
As of today’s date, a decision has not been made on your
reconsideration request.
Optional
8 characters
MMDDYYYY
As of today’s date, a decision has not been made on your
request for Federal Reviewing Official Review.
Optional
ClaimStatus_v2.6.16
8 characters
MMDDYYYY
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As of today’s date, the Office of Disability Adjudication and
Review has not made a decision on your appeal request.
Optional
8 characters
MMDDYYYY
Proof of age pending.
Optional
8 characters
MMDDYYYY
(Keep this spelling?? This
spelling is from the SSA Data
Exchange Document v1.2,
section 5.7.2)
Amended application pending.
Optional
8 characters
MMDDYYYY
Proof of citizenship pending.
Optional
8 characters
MMDDYYYY
Proof of number holder name change pending.
Optional
8 characters
MMDDYYYY
Proof of claimant name change pending.
Optional
8 characters
Optional
8 characters
MMDDYYYY
Proof of earnings pending.
MMDDYYYY
Proof of lawful presence pending.
Optional
8 characters
MMDDYYYY
Proof of marriage pending.
Optional
8 characters
MMDDYYYY
Proof of military service pending.
Optional
8 characters
MMDDYYYY
Proof of special wages pending.
Optional
8 characters
MMDDYYYY
8 characters
MMDDYYYY
Proof of death pending.
Optional
Proof of relationship pending.
Optional
8 characters
MMDDYYYY
Proof that you provided at least one-half support to your
parents pending.
Optional
8 characters
MMDDYYYY
Proof of End Stage Renal Disease pending.
Optional
8 characters
MMDDYYYY
Proof of full-time school attendance pending.
Optional
8 characters
MMDDYYYY
Proof of attorney representation pending.
Optional
8 characters
MMDDYYYY
Application for benefits under a U.S. International Social
Security agreement pending.
Optional
8 characters
MMDDYYYY
Request for hearing pending.
Optional
8 characters
MMDDYYYY
Request for reconsideration pending.
Optional
8 characters
MMDDYYYY
Proof of good cause for filing late appeal request pending.
Optional
8 characters
MMDDYYYY
Medical information for your reconsideration request (Form
SSA-3441) pending.
Optional
8 characters
MMDDYYYY
Medical information for your hearing request (Form SSA-
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3441) pending.
Optional
8 characters
MMDDYYYY
Request for Federal Reviewing Official Review pending.
Optional
See Developer Notes below for notes on remaining fields
Req ID
Condition
Action
6170-CS-LookupConfNumber-Condition-OneClaim
IF success (ie “
= 0000”)
Set = ‘no’
Set = 1
AND
If claim status for exactly 1 claim
is returned
Set = 1
I.e., is returned.
(The above are dialog variables, which will be
used for callflow logic.)
AND
Go to: 6180-CS-ReadStatus-Msg
and
are NOT
returned)
6170-CS-LookupConfNumber-Condition-TwoClaims
Else if success (ie
“ = 0000”)
Set = ‘no’
Set = 2
AND
Claim status for 2 claims is
returned
Set = 1
I.e., is returned
(The above are dialog variables, which will be
used for callflow logic.)
AND
Go to: 6175-CS-ReadNextClaimYN-DM
is returned
AND is NOT
returned
6170-CS-LookupConfNumber-ConditionThreeClaims
Else if success (ie
“ = 0000”)
Set = ‘no’
Set = 3
AND
Claim status for 3 claims is
returned
Set = 1
I.e., is returned
AND
is returned
6170-CS-LookupConfNumber-ConditionSysProblems
Else if = 0151 or
7777
Go to: 6171-CS-ClaimSystemProblems-Msg
6170-CS-LookupConfNumber-ConditionSysUnavailable
Else if = 0152
Go to: 6173-CS-ClaimSystemUnavailable-Msg
6170-CS-LookupConfNumber-Condition-OtherIssue
Else if = 9999 or
Other
Go to: 6174-CS-ClaimCannotProcess-Msg
Reporting
0000 = Success
Record = D-
RECL
-HDB_6170-(Call Duration at start),T-RECL-
-Call duration
at process
end
0001 = System Error
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0408 = Resource Not
Available
0503 = Not Valid Data
0004 = Caller Hang Up
Developer Notes
The output fields are from the TKCS_Data_Exchange_Protocol.doc, v1.2, section 5.7.2, provided by SSA. The Data Exchange
document (DED) is subject to future change by SSA; however, the information in this UI spec is based on v1.2 of the DED.
The “Output Fields” listed above all have names ending in “1”. These all refer to the first or only claim retrieved for this confirmation
number.
If 2 claims are returned for this confirmation number, there will also be output fields named , , etc. -the same long list of fields that were returned for Claim 1.
If 3 claims are returned, there will also be output fields named , , etc. -- the same long list of fields.
The values in the table above will be used for reading out claim types, status, and dates in DMs 6175 and 6180.
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6171-CS-ClaimSystemProblems-Msg
Play Prompt
Return code 0151 or 7777 when looking up confirmation number.
Entering from
6170-CS-LookupConfNumber-DB
Prompts
Message Number
82121
Type / Name
Wording
6171-CSClaimSystemProblem
s-Prompt-1
Due to system problems, we are unable to process your request at this time.
Req ID
Action
6171-CS-ClaimSystemProblems-Condition-Always
Always
Go to: 6211-ForcedTransfer-BC
Reporting
0000 = Success
Record = U-
RECL
-Msg_6171-(Call Duration at start),T-RECL-
0001 = Error
0200 = Caller Hang Up
-Call duration
at process
end
Developer notes
No barge-in
This prompt is the same as Message 9054 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt
wording that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been
edited to fit this application
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6173-CS-ClaimSystemUnavailable-Msg
Play Prompt
Return code 0152 when looking up confirmation number.
Entering from
6170-CS-LookupConfNumber-DB
Prompts
Message Number
82122
Type / Name
Wording
6173-CSClaimSystemUnavaila
ble-Prompt-1
I'm sorry, but the system is unavailable at this time.
Req ID
Action
6173-ClaimSystemUnavailable-Condition-Always
Always
Go to: 6211-ForcedTransfer-BC
Reporting
0000 = Success
Record = U-
RECL
-Msg_6173-(Call Duration at start),T-RECL-
0001 = Error
0200 = Caller Hang Up
-Call duration
at process
end
Developer notes
No barge-in
This prompt is based on Message 9051 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording
that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit
this application.
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6174-CS-ClaimCannotProcess-Msg
Play Prompt
= 9999 or Other when looking up confirmation number. This state tells the caller we cannot process
their request.
Entering from
6170-CS-LookupConfNumber-DB
Prompts
Message Number
82128
Type / Name
Wording
6174ClaimCannotProcessPrompt-1
We’re sorry, we are unable to process your request.
Req ID
Action
6174-ClaimCannotProcess-Condition-Always
Always
Go to: 6211-ForcedTransfer-BC
Reporting
0000 = Success
Record = U-
RECL
-Msg_6174-(Call Duration at start),T-RECL-
0001 = Error
0200 = Caller Hang Up
-Call duration
at process
end
Developer notes
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6175-CS-ReadNextClaimYN-DM
Yes/No DialogModule™
This DM lets the caller choose whether to hear each claim in turn.
Entering from
6170-CS-LookupConfNumber-DB, 6190-CS-MultiClaimEnd-DM
Developer Notes / Entry Logic
Some of the variables below contain an ‘N’, e.g., .
Before playing out the prompts, set N= . I.e., N will be set to 1 or 2 or 3, depending on which claim is being
reviewed. This will enable us to properly play out the claim type for each claim.
Prompts
Message Number
Name
Condition
Wording
85032
6175-CSReadNextCla
imYNPromptInitial-01
If = 1
AND = 2
I found two claims under your confirmation number. I’ll read
them one at a time.
85033
6175-CSReadNextCla
imYNPromptInitial-02
Else If =
1 AND = 3
I found three claims under your confirmation number. I’ll read
them one at a time.
--
Else
(no prompt)
85034
6175-CSReadNextCla
imYNPromptInitial-03
If = 1
The first claim is for:
85035
6175-CSReadNextCla
imYNPromptInitial-04
Else if =
2 AND = 2
The other claim is for:
85036
6175-CSReadNextCla
imYNPromptInitial-05
Else if =
2 AND = 3
The next claim is for:
85037
6175-CSReadNextCla
imYNPromptInitial-06
Else if =
3 AND = 3
The last claim is for:
85038
6175-CSReadNextCla
imYNPromptInitial-07
If = 10
Retirement Benefits.
85039
6175-CSReadNextCla
imYNPromptInitial-08
Else if =
11
Hospital Insurance Only.
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85040
6175-CSReadNextCla
imYNPromptInitial-09
Else if =
20
Disability Benefits.
85041
6175-CSReadNextCla
imYNPromptInitial-10
Else if =
31 or 36 or 47
Widow's or Widower's Insurance Benefits.
85042
6175-CSReadNextCla
imYNPromptInitial-11
Else if =
32
Mother's or Father's Benefits.
85043
6175-CSReadNextCla
imYNPromptInitial-12
Else if =
33
Child's Insurance Benefits -- Survivor.
85044
6175-CSReadNextCla
imYNPromptInitial-13
Else if =
34
Parent's Benefits.
85045
6175-CSReadNextCla
imYNPromptInitial-14
Else if =
41 or 46
Wife's or Husband's Insurance Benefits.
85046
6175-CSReadNextCla
imYNPromptInitial-15
Else if =
42
Spouse With Child in Care Benefits.
85047
6175-CSReadNextCla
imYNPromptInitial-16
Else if =
43
Child's Insurance Benefits -- Life.
85048
6175-CSReadNextCla
imYNPromptInitial-17
Else if =
48
Childhood Disability Benefits.
85049
6175-CSReadNextCla
imYNPromptInitial-18
Else if =
49
Student Benefits.
85050
6175-CSReadNextCla
imYNPromptInitial-19
Else if =
50
Hospital Insurance.
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85051
6175-CSReadNextCla
imYNPromptInitial-20
Else if =
60
Lump Sum Death Payments.
85052
6175-CSReadNextCla
imYNPromptInitial-21
Else if =
70
Benefits at Age 72 for Uninsured Individuals.
85053
6175-CSReadNextCla
imYNPromptInitial-22
Else if =
80
Health Insurance Benefits Under Medicare for Individuals with
Chronic Renal Disease.
85054
6175-CSReadNextCla
imYNPromptInitial-24
If = 1
Do you want to hear the status of that claim first?
85055
6175-CSReadNextCla
imYNPromptInitial-25
Else if =
2
Do you want to hear the status of *that* claim now?
85056
6175-CSReadNextCla
imYNPromptInitial-26
Else if =
3
Would you like to hear the status of *that* claim?
The remainder of the table contains the Retry, Timeout, Help, and Success prompts
85057
6175-CSReadNextCla
imYNPromptRetry1
Retry 1
Always
[ Global Default] Would you like to hear the *status* of that
claim?
85058
6175-CSReadNextCla
imYNPromptRetry2-a
Retry 2
If
is LESS
THAN
[Global Default] If you want to hear the status of that claim,
press one. To go to your *next* claim press two. If you need to
hear the claim description again, press three.
85059
6175-CSReadNextCla
imYNPromptRetry2-b
Else if
=
[ Global Default] That was the last claim I found. If you would
you like to hear the status of that claim, press one. For ‘no’
press two. If you need to hear the claim description again,
press three.
85060
6175-CSReadNextCla
imYNPromptTimeout1
Timeout
1
Always
Sorry, I didn’t hear you. Would you like to hear the *status* of
that claim? If you need to hear the claim description again,
say ‘Repeat’.
85061
6175-CSReadNextCla
imYNPromptTimeout2-a
Timeout
2
If
is LESS
THAN
I’m sorry, but I’m still having trouble hearing you. If you want to
hear the status of that claim, say ‘yes’ or press 1. To go to
your *next* claim, say ‘no’ or press 2. If you need to hear the
claim description again, say ‘Repeat’.
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Else if
=
I’m sorry, but I’m still having trouble hearing you. That was the
last claim I found. Would you like to hear the status of that
claim? Please say ‘yes’ or press 1; or say ‘no’ or press 2. If
you need to hear the claim description again, say ‘Repeat’.
85062
6175-CSReadNextCla
imYNPromptTimeout2-b
85063
6175-CSReadNextCla
imYNPrompt-Help
Help: Always
I found more than one claim under your confirmation number.
I’m reading the claim descriptions, so you can choose to look
up the claim status for each claim, one at a time. If you’d like
to hear the status of the claim that I just mentioned, say ‘yes’
or press 1. If you want to move on to the next claim, say ‘no’
or press 2. If you need to hear the claim description again,
you can say ‘repeat’.
00121
6175-CSReadNextCla
imYNPromptSuccess-1
If caller says “yes” in this
DM
Okay.
00120
6175-CSReadNextCla
imYNPromptSuccess-2
If caller says “no” in this
DM
All right.
Req ID
Vocabulary
6175-CSReadNextClaimYNCondition-Yes
yes and
synonyms,
including
DTMF
1
Condition
Action
Confirm.
Always
Play appropriate Success
prompt
never
Go to: 6180-CS-ReadStatusMsg
“yes I do” “yes I
would”
No and
synonyms,
including
6175-CSReadNextClaimYNCondition-No1
2
If = 1
Play appropriate Success
prompt
never
Increment
“no I don’t” “no I
wouldn’t”
Re-enter this DM
Else if = 2
AND = 3
6175-CSReadNextClaimYNCondition-No2
Play appropriate Success
prompt
never
Increment
Re-enter this DM
Else if
6175-CSReadNextClaimYNCondition-No3
( = 3 )
Go to: 6190-CSMultiClaimEnd-DM
never
Play the INITIAL prompt
sequence for the current
values of
and .
never
OR
( = 2 AND
= 2 )
‘repeat’
6175-CSReadNextClaimYNCondition-Repeat
-
Always
‘repeat that’
DialogModule parameters
Parameter
Value
Reporting
0000 = Success
Record = U-
RECL
ClaimStatus_v2.6.16
-DM_6175-(Call Duration at start),T-RECL-
28 April 2010
0001 = Error
-Call duration at
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0002 = Max No Input
process end
0003 = Max No Match
0200 = Caller Hang Up
Developer Notes
Use specific treatment shown above for “repeat” command, instead of global ‘repeat’ behavior.
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6180-CS-ReadStatus-Msg
Play Prompt
This DM plays the claim status information for one claim. If the caller has 2 or 3 claims, the callflow can bring the
caller back to this DM multiple times. On each visit to this DM, the info for just one claim is read.
Entering from
6170-CS-LookupConfNumber-DB, 6175-CS-ReadNextClaimYN-DM, 6182-CS-RepeatStatusYN-DM, 6190-CS-MultiClaimEndDM, 6185-CS-OneClaimEnd-DM
Developer Notes / Entry Logic
Many of the variables below contain an ‘N’, e.g., , , etc.
Before playing out the prompts, set N= . I.e., N will be set to 1 or 2 or 3, depending on which claim is being
reviewed. This will enable us to properly play out or or , and the associated
prompts for that claim. (The value of is set in 6170, 6175, 6185, and 6190.)
Prompts
Message Number
Name
Condition
Wording
First, check the value of . This value is set and changed in 6170 and 6180.
85065
--6180-CSReadStatusPrompt-Initial34
If
= ‘no’
Always
After I read this information, you’ll be able to
hear it again as many times as you like.
Else
(no prompt)
--
If claim has been adjudicated (i.e., = A), use the following prompts.
85066
6180-CSReadStatusPrompt-Initial01
85067
6180-CSReadStatusPrompt-Initial02
If claim
has been
adjudicat
ed (i.e.,
=
A)
Always
Please note that the following statements
are informational only, and are current as of
today.
Always
A decision *has* been made on your claim.
You will receive the decision by U.S. Mail.
ELSE if claim is pending (i.e., = P), use the prompt logic in the table below.
85068
6180-CSReadStatusPrompt-Initial03
85069
6180-CSReadStatusPrompt-Initial04
ClaimStatus_v2.6.16
ELSE if
claim is
pending
(i.e.,
=
P)
Always
The following statements are informational
only. They are current as of today. You will
receive the official notice of any decision
made on your claim by U.S. mail.
Always
A decision has *not* been made on your
claim.
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85070
6180-CSReadStatusPrompt-Initial-05
IF TWO OR MORE of the following are
filled with a valid entry (i.e., not null
AND not 00000000): ,
, ,
,
,
, ,
, ,
, ,
, ,
, ,
, ,
,
, ,
, ,
We’ve requested the following documents
from you:
(Else if 0 or 1 of those are filled, don’t
play this prompt. Proceed to the next
row of the table.)
85071
6180-CSReadStatusPrompt-Initial-06
IF is filled
We requested your proof of Age on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
CPR
85072
6180-CSReadStatusPrompt-Initial-07
CPR
85073
6180-CSReadStatusPrompt-Initial-08
IF is filled
(Keep this spelling?? This spelling is
from the SSA Data Exchange
Document v1.2, section 5.7.2)
6180-CSReadStatusPrompt-Initial-09
We requested your proof of citizenship on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
IF is filled
6180-CSReadStatusPrompt-Initial-10
IF is filled
6180-CSReadStatusPrompt-Initial-11
IF is filled
We requested proof of earnings on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
CPR
85077
6180-CSReadStatusPrompt-Initial-12
IF is filled
We requested proof of lawful presence on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
CPR
85078
6180-CSReadStatusPrompt-Initial-13
ClaimStatus_v2.6.16
We requested proof of the claimant’s *name
change* on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
CPR
85076
We requested proof of the number holder’s
*name change* on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
CPR
85075
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
IF is filled
CPR
85074
We requested your amended application on
IF is filled
We requested proof of marriage on
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(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
CPR
85079
6180-CSReadStatusPrompt-Initial-14
IF is filled
We requested proof of military service on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
CPR
85080
6180-CSReadStatusPrompt-Initial-15
IF is filled
We requested proof of special wages on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
CPR
85081
6180-CSReadStatusPrompt-Initial-16
IF is filled
We requested proof of death on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
CPR
85082
6180-CSReadStatusPrompt-Initial-17
IF is filled
We requested proof of relationship on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
CPR
85083
6180-CSReadStatusPrompt-Initial-18
IF is filled
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
CPR
85084
6180-CSReadStatusPrompt-Initial-19
IF is filled
6180-CSReadStatusPrompt-Initial-20
IF is filled
6180-CSReadStatusPrompt-Initial-21
IF is filled
6180-CSReadStatusPrompt-Initial-22
IF is filled
6180-CSReadStatusPrompt-Initial-23
IF is filled
We requested medical information for your
reconsideration request -- that’s Form SSA3441. This was requested on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
CPR
ClaimStatus_v2.6.16
We requested proof of good cause for filing
a late appeal request; we requested this on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
CPR
85088
We requested proof of attorney
representation on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
CPR
85087
We requested proof of full-time school
attendance on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
CPR
85086
We requested proof of End Stage Renal
Disease on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
CPR
85085
We requested proof that you provided at
least one-half support to your parents; this
was requested on
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85089
6180-CSReadStatusPrompt-Initial-24
IF is filled
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
CPR
85090
6180-CSReadStatusPrompt-Initial-25
IF is filled
6180-CSReadStatusPrompt-Initial-26
IF is filled
6180-CSReadStatusPrompt-Initial-27
IF is filled
6180-CSReadStatusPrompt-Initial-28
We are waiting for your “Request for
Reconsideration” form. We requested this
form on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
CPR
85093
We are waiting for your “Request for
hearing” form. We requested this form on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
CPR
85092
We are waiting for your application for
benefits under a U.S. International Social
Security agreement. We requested this on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
CPR
85091
We requested medical information for your
hearing request -- that’s Form SSA-3441.
This was requested on
IF is filled
We are waiting for your “Request for Federal
Reviewing Official Review” form. We
requested this form on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
CPR
85094
6180-CSReadStatusPrompt-Initial-29
IF ONE OR MORE of the following are
filled with a valid entry (i.e., not null
AND not 00000000): ,
, ,
,
,
, ,
, ,
, ,
, ,
, ,
, ,
,
, ,
, ,
Your application is being processed. Please
send or take those documents to the office
that is processing your claim. We will return
any documents that you send us.
85095
6180-CSReadStatusPrompt-Initial-30
IF is filled
The Disability Determination Service in your
state is processing the medical portion of
your claim.
85096
6180-CSReadStatusPrompt-Initial-31
IF is filled
85097
6180-CSReadStatusPrompt-Initial-32
IF is filled
As of today, a decision has not been made
on your request for Federal Reviewing
Official Review.
85098
6180-CSReadStatusPrompt-Initial-33
IF is filled
As of today, the Office of Disability
Adjudication and Review has not made a
decision on your appeal request.
As of today, a decision has not been made
on your reconsideration request.
Req ID
Condition
Action
6180-CS-ReadStatus-Condition-Always
If = 1
Go to: 6185-CS-OneClaimEnd-DM
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else
Go to: 6182-CS-RepeatStatusYN-DM
DialogModule parameters
Parameter
Value
Reporting
0000 = Success
Record = U-
RECL
-Msg_6180-(Call Duration at start),T-RECL-
0001 = Error
0200 = Caller Hang Up
-Call
duration at
process end
Developer notes
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6182-CS-RepeatStatusYN-DM
Yes/No DialogModule™
After playing Claim Status for one claim, this DM offers the caller the chance to repeat it.
Entering from
6180-CS-ReadStatus-Msg
Prompts
Message Number
Type / Name
1000
--
[1 sec silence]
85099
6182-CSRepeatStatusYNPrompt-Initial-1
Would you like to hear that again?
85100
6182-CSRepeatStatusYNPrompt-Retry1
[ Global Default] If you’d like to hear the claim status again,
say ‘yes’ or press 1. If not, say ‘no’ or press 2.
85101
6182-CSRepeatStatusYNPrompt-Timeout1
Sorry, I didn’t hear you. If you’d like to hear the claim status
again, say ‘yes’ or press 1. If not, say ‘no’ or press 2.
00120
6182-CSRepeatStatusYNPrompt-Success-1
If “yes”
All right.
00121
6182-CSRepeatStatusYNPrompt-Success-2
If “no”
Okay.
Req ID
Vocabulary
6182-CSRepeatStatusYNCondition-Yes
yes and
synonyms,
including
Condition
DTMF
1
Wording
Condition
Action
Confirm.
Always
Play appropriate Success prompt
never
Go to: 6180-CS-ReadStatus-Msg
“yes I would” “yes
please”
no and synonyms,
including
6182-CSRepeatStatusYNCondition-No
2
Always
Play appropriate Success prompt
never
Go to: 6190-CS-MultiClaimEndDM
“no I wouldn’t” “no
thanks”
DialogModule parameters
Parameter
Value
Reporting
0000 = Success
Record = U-
RECL
-DM_6182-(Call Duration at start),T-RECL-
0001 = Error
0002 = Max No Input
-Call duration
at process
end
0003 = Max No Match
0200 = Caller Hang Up
Developer Notes
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6185-CS-OneClaimEnd-DM
CustomContext DialogModule™
The caller comes here after they’re done repeating the claim status. This DM is used if just one claim exists for the
confirmation number, because it doesn’t offer a “next claim” option.
Entering from
6180-CS-ReadStatus-Msg
Prompts
Msg. Number
Type / Name
Wording
85102
6185-CSOneClaimEndPrompt-Initial-1
To hear that again, say "repeat that". If you’re done, you can just hang up. Or you can say
“Main Menu,” or, if you have any other questions about your claim, say “other question.”
85103
6185-CSOneClaimEndPrompt-Retry1
[ Global Default] To hear that again, say "repeat that". To make another request, say ‘Main
Menu’. If you have more questions about your claim, say ‘other question’. And if you’re done,
you can just hang up.
85104
6185-CSOneClaimEndPrompt-Retry2
[ Global Default] To hear that again, say "repeat that". If you’d like to make another request,
say ‘Main Menu’ or press 9. If you have other questions or concerns about your claim, say
‘other question’ or press 2. And if you’re done, you can simply hang up.
85105
6185-CSOneClaimEndPrompt-Timeout
1
Sorry, I didn’t hear anything. To hear that again, say "repeat that". To make another request,
say ‘Main Menu’. If you have more questions about your claim, say ‘other question’. And if
you’re done, you can just hang up.
85106
6185-CSOneClaimEndPrompt-Timeout
2
Sorry, I didn’t hear anything. To hear that again, say "repeat that". If you’d like to make another
request, say ‘Main Menu’ or press 9. If you have other questions or concerns about your claim,
say ‘other question’ or press 2. And if you’re done, you can simply hang up.
Req ID
Vocabulary
6185-CS-OneClaimEnd-Condition-RPT
"Repeat"
DTMF
Action
Confirm.
*
Go to 6180-CS-ReadStatus-Msg
never
“Repeat that”
6185-CS-OneClaimEnd-ConditionOther
“other
question”
“other
questions”
“question”
etc.
2
Go to:6200-GiveUpSendSomewhere-BC ,
condition Agent Request
If necessary
6185-CS-OneClaimEnd-Condition-MM
“Main Menu”
9
Go to Main Menu in N8NN
never
Confirmation prompts
Message Number
Name
Wording
85133
6185-CS-OneClaimEnd-ConfPromptOther
You have another question, is that correct?
DialogModule parameters
Parameter
Value
Reporting
0000 = Success
Record = U-
RECL
-DM_6185-(Call Duration at start),T-RECL-
0001 = Error
0002 = Max No Input
-Call duration at
process end
0003 = Max No Match
0200 = Caller Hang Up
ClaimStatus_v2.6.16
28 April 2010
44 of 53
Verizon Business Confidential & Proprietary.
This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or
otherwise provided to third parties without the consent of Verizon Business.
Verizon Business -- Confidential
Developer Notes
Global Help is disabled in this dialog module. All other Global Commands are active
ClaimStatus_v2.6.16
28 April 2010
45 of 53
Verizon Business Confidential & Proprietary.
This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or
otherwise provided to third parties without the consent of Verizon Business.
Verizon Business -- Confidential
6190-CS-MultiClaimEnd-DM
CustomContext DialogModule™
The caller comes here after they’re done repeating the claim status. This DM is used if the caller has more than one claim.
Entering from
6175-CS-ReadNextClaimYN-DM, 6182-CS-RepeatStatusYN-DM
Prompts
Msg. Number
Type / Name
Condition
Wording
85108
6190-CS-MultiClaimEndPrompt-Initial-1
If previous DM was 6175-CSReadNextClaimYN-DM
Those were the only claims I found. To hear
them again, say “repeat”. If you have other
questions about your claims, say “other
questions”.