ATT CCC Documentation-Contact Center

Removed CES verbiage in applicability and updated to Total Leave DLF22

Clarified expectations for ATT CCC EE Intake needed that cold connects are permitted if hold time exceeds 1 minute and adding notes to CEP. BGY18

Added ATT CCC Verify Start. BGY18

Added Fineos guidance. BHV14

Updated ATT CCC Questions/Statements within the claim folder notes to reflect dee the below sections on identifying ATT CCC for more information. BGY18

Updated ATT CCC Guidelines to include ATT CCC Questions/Statements within the Claim Folder Notes. BGY18

Added Note: If you are unable to locate an activity within a leave, please review Action History under Phone Call not labeled as ATT CCC. BGY18

Reformatted and consolidated Identifying and Documenting sections. Updated documentation guidelines to set clear expectations to copy/paste questions into documentation, do not alter/manipulate questions/text from question left, and to document responses beside or immediately below the question. BGY18

Added Guidelines for Documenting ATT CCC or Phone Call Activities section. BGY18

Updated documentation for ATT CCC Conf RTW to include eRTW. BGY18

Leave Simplification updates eff 3/23/23 - added clarity within ATT CCC Q'd for EE/ER/AP to account for new ATT CCC - HCP Authentication. -a6817

Added new section labeled ATT CCC within Claim Folder Notes section to help provide clarity to existing process. -a6817

Clarified note within Why is an ATT CCC Important: An ATT CCC activity is created when a business partner needs information regarding a claim or leave. In some case, the activity will be placed after an outbound telephone call has been placed and the information could not be obtained. There may also be an ATT CCC placed proactively to help obtain a functional update throughout the duration of the claim without an OTC being made. -a6817

Clairfied documenting ATT CCC Conf LDW/MAT or ATT CCC Conf Mat, ATT CCC Conf RTW, and ATT CCC Intake Needed. BGY18

Added What happens if an ATT CCC includes more than 8 questions? and updated documentation for ATT CCC LDW. BGY18

Released Version 4 changes based on Benefits Article Review. a6817

Merged feedback scenarios to one dropdown

Created Version 4:

Updated activity names in "How Should This Information Be Documented? (ATT CCC)" section and "What to Do When the DBS Leaves Questions NOT Noted as ATT CCC:" section. BGA19.

Updated section How Should This Information Be Documented? Removed Step 4 to change status to completed; this is not a necessary step #psccr1

Updated section How Should This Information Be Documented? (Not Noted as ATT CCC) to reflect that 03AR for FMLA should be marked as a priority.  This is in alignment with project Simplifying Documentation.  #psccr1

Added "Contact Center" to title to differentiate from AMC documentation. Updated formatting of tables to meet corp standards. HC

Added images, revised format, added identifying status, new version active DX918

Added example #3 under How to Handle ATTCCC Questions That Do Not Apply section. BHV14

Added instructions regarding documenting an incomplete ATTCCC. BHV14

Added clarifying note regarding ATTCCC Intake needed. BHV14

Released Version 2 of article: Integrated ATTCCC for FMLA, improved language for documenting life events, added types of ATTCCC-DX918

Content migrated to Lighthouse. 

Removed note about not being able to IM an STD/LTD DBS in the How Do You Determine if You Should Process the ATTCCC? Section. 

Added 2 New Sections:  How to Respond to Questions That Do Not Apply? And What to Do When a Question Has Been Answered in A Prior Question?

Made multiple updates to the over all noted ATT CCC process and clarified where to find the questions to be completed.

Added note under How Should This Information Be Documented?:

• LTD ONLY:  if there is not an “ATT CCC” in folder contents, the caller should be directed to the DBS that is handling the claim. If you are not able to reach the DBS, setup a time for a DBS call back.

Added “Under the Name drop down select ATT CCC RTC”  for DORA users in How Should This Information be Documented?

In the How Do You Determine if You Should Process the ATTCCC? section, removed “connect the caller to the DBS” for LTD claims, removed the note to not instant message an STD DBS, and replaced with:

Important: For both STD and LTD, the CCC representative may not send the STD/LTD DBS an instant message to determine if he/she can take the call or provide an ETA on when he/she may be able to speak with the claimant.

Updated How Do You Determine if You Should Process the ATTCCC section regarding more than 8 questions.  Also added two new sections What to Do When the DBS Leaves Questions NOT Noted as ATTCC and How Should this Information be Documented? (Not Noted as ATTCC).

Added LTC Claims to audience.

Replaced one instance of “Lync” with “instant message” due to the deployment of O365/Office 2016. 

Under How Do You Determine if You Should Process the ATTCCC? section, added 5th type of ATTCCC.  Under How Should This Information Be Documented section, added Exception, and added additional LDW bullet.

Updated the following bullet in the How Do You Determine if You Should Process the ATTCCC: For STD, the CCC representative may not send the STD DBS a Lync message to determine if he/she can take the call or to provide an ETA on when he/she may be able to speak with the claimant.

Updated How Do You Determine if You Should Process the ATTCCC section to reflect new process for more than 8 q's 

Added the two bullets under If ATTCCC Connect Caller to DBS/VOC… in the How Do You Determine if You Should Process the ATTCCC section

Added additional type of ATTCCC in How Do You Determine if You Should Process the ATTCCC.

Added info about changing status of activity to Completed under the DORA bullet point for “How Should This Information Be Documented?”

Add note about qualifying caller prior to asking the ATTCCC questions outlined by the DBS.

Added a note to number 3 under the How Do You Determine if You Should Process the ATTCCC section. Also under this section added the instruction for if ATTCCC Connect caller to DBS/VOC is used.

 

Under the How Should This Information be Documented section added the last bullet point regarding what to do if you are not able to reach the DBS on ATTCCC Connect Caller.

Changed “code of RTC” to “code of Completed” in the “How Do You Determine if You Should Process the ATTCCC

Updated section How Should this Information be Documented by removing the reference of RTC  in the first line of text; replacing with ATT CCC COMPLETE, and updating the example with this info. 

Added the suggested wording when verifying RTW or ERTW for an EE (two bullets).

Removed the following bullet statement from the last section How Should This Information be Documented?...

If the caller has additional requests, create a separate claim doc/activity. The response to the ATTCCC should be separate from all other documentation.

Reformatted to HTML

 

NOTE: 04/20/2011 - Initial release on ConnectUS