NOTES

CMR REQUEST TO CANCEL CLAIM cci to cancel the claim//validated the acc//offer website// cmr mentioned that someone file a claim for his phone //nothing happen with his phone//cancelled claim and process Block/Unblock Serial Number Request//adv dmr about 2-3bd process//adv to contact carrier

DEDUCTIBLE REIMBURSEMENT cci asking for reimbursement//validated thru Atlas// offer website//track return package received April 25// adv cmr about 10 bd reimbursement process//cmr ask for sup

RISK REFERRAL cci to file a new claim//validate the acc//adv cmr that the claim is under review for 3-5 days once the review was done she will get notified with result//transfer to IVR and survey

cci to check the status of the claim//validate the acc//adv cmr that the claim is under review for 2-3 days for Apple once the review was done he will get notified with result//cmr asking why its taking so long he was advised by T-Mob that it will only take 24 hrs//apologize for the additional review//cmr end the call

ID VERIFICATION cci to check the status of the claim//validated the acc//offer website// adv cmr to upload the PAH front and back clear photo of the ID//walk thru the cmr on the website//adv them that the processing time for an ID Verification (with no discrepancies) is 24 hours and 3-5 days (with discrepancies)//cmr agreed and they want to expedite the process

cci to check the status of the claim//validate the acc//offer website// adv cmr to upload the PAH front and back clear photo of the ID//adv him that the processing time for an ID Verification (with no discrepancies) is 24 hours and 3-5 days (with discrepancies)//cmr agreed and they want to expedite the process/sent instructions via email on how to upload ID

cci to fie a new claim//validated the acc//offer website// cmr's phone was a Galaxy Z Flip 4 the hinged not working anymore//dont want to pay the deductible//adv cmr to contact his carrier for other purchasing option//adv him that claim was still open with in 30 days so that if he could change his mind he can just go ahead and continue this one either from the website or call us back//provide claim number

CUSTOMER RECIEVED AN EMAIL TO RETURN THE DAMAGE DEVICE cci to check the status of the returned damage device// cmr receive an email to return the damage device// validated the acc// track the package adv cmr that the package tagged as delivered// adv cmr that once the package was scanned on the warehouse the NRF will automatically credited oh their bill for 1-2 billing cycle// cmr agreed offer website

PENDING CLAIM cci to check the status of her claim// validated the acc// adv cmr that the claim is under review for 24hrs // offer website

cci to file a new claim/ validated the acc//adv cmr that the claim is under review for 24 hrs for BV and MV//cmr agreed and transfer to survey//cmr will pay later time

cci to file a new claim//unable to validate the acc//adv cmr that the claim is under review for 24 hrs//cant transfer thru IVR//offer website

cci to file a new claim/validated the acc//adv cmr that the claim is under review for 24 hrs//cmr wanted to process the payment manually//offer website

cci to file a new claim//validate the acc//adv cmr that the claim is under review for 24 hrs for model verification//transfer to IVR//offer website

DEDUCTIBLE cci to check the status of her claim// validated the acc// having hard time to pay deductible online// transfer to IVR//offer website

NEW CLAIM cci to file a new claim// validated the acc// claim was approved//provide advisements//transfer to IVR for payment and survey// offer website

cci to make a payment// validated the acc//status call question//offer website// transfer to IVR for payment and survey

cci to continue the claim// validated the acc// offer website// cmr wanted to resume the claim and make a payment//adv him that he need to upload the front and back photo of his ID//cmr agreed and upload the ID with T-mob rep// transfer to IVR and survey

DEDPAY cci to make a payment// validated the acc//status call question//offer website//dedpay payment collected manually//transfer to survey

NEW CLAIM PAY THE DEDUCTIBLE LATER ci to file a new claim// validated the acc// claim was approved//pay the deductible later//offer website

RETURNED PACKAGE NOT YET RECEIVED//TAG DELIVERED cci to check the status of the returned device// validated the acc// track the package adv cmr that the package tagged as not received// cmr agreed// offer website

PACKAGE RETURNED AND NRF cci about NRF// validated the acc// tracked the package tagged as delivered// adv cmr that once the package was scanned on the warehouse the NRF will automatically credited oh their bill for 1-2 billing cycle// cmr agreed offer website

RETURN SHIPPING LABEL REPLACEMENT cci to return the replacement phone// validated the acc// successfully submit a RSL to the email he provided// provide advisements DAMAGE cci to return the damage phone// validated the acc// successfully submit a RSL to the email he provided// provide advisements//offer website

REFUSE PACKAGE cci to check the status of the claim// validated the acc// cmr wasnt able to return the damage device to us// want to file for lost phone// track the package its already out for delivery so adv cmr to refuse the package after that once the package is already on transit adv her to call us back to reprocess the claim// offer website

DENIED CLAIM cci to check the status of her claim// validated the acc// claim was denied for wrong device entered// reopen the claim however the cmr did not know the exact make and model of the phone// adv cmr to call his carrier// cmr end the call

cci to check the status of her claim and update the MM// validated the acc// claim was denied for wrong device entered// reopen the claim and update the correct model of the phone// adv cmr to call his carrier// adv cmr that the claim is under review for 24hrs for model verification// cmr agreed//offer website

cci to check the status of her claim // validated the acc// claim was denied for mismatch storage// reopen the claim and update the correct model of the phone// adv cmr that the claim is under review for 24hrs for model verification// cmr agreed//offer website//transfer to survey

UNHAPPY WITH REPLACEMENT DEVICE cci about the replacement device//validated the acc// cmr unhappy w/ rep device the button doesnt work for on and off// adv cmr to return the device sent him the return shipping label once the device in transit he can call us back to reprocess the claim

cci to return the replacement phone// validated the acc//wrong MM received // cmr already return the package // tracked the package still in pending status// adv cmr to contact Fedex then call us back once the package is in transit to reauthorize the claim//offer website

CMR RECEIVED NOTIF ON RETURNING DAMAGE DEVICE cci about the message that she need to return the damage phone// validated the acc// cmr mentioned that she already return the package//tracked the package (9202090250484503610448) tagged as delivered// adv cmr that once thye package was scanned on the warehouse the NRF will automatically credited oh their bill for 1-2 billing cycle// cmr agreed //offer website

cci to check the about NRF//cx validated//provide website//advice cx that we already credit her back// The damaged device was returned on 04/15/2023//adv cmr the NRF will automatically credited oh their bill for 1-2 billing cycle//spoke with T-mob rep to hold the acc for the NRF

CMRS ASKING FOR EXTENSION TO RETURN THE DAMAGE DEVICE cci about the message that she need to return the damage phone// validated the acc//cmr asking an extension of couple of days to return the damage device she just need to transfer the files on her new phone//adv her that she need to return it immediately to avoid being charged w/ NRF//once charged adv cmr that once the package was scanned on the warehouse the NRF will automatically credited oh their bill for 1-2 billing cycle// cmr agreed //offer website

STORE AWAY FROM CMRS ADDRESS cci to file a new claim// validated the acc// cmr wanted her phone just for repair// provide the available store which is CPR North Tampa 1515 E Fletcher Ave Suite D, Tampa, FL 33612 however the store is 1 hr away from the cmrs address// cmr ask for another store// try to chage her service address however CPR North Tampa is only store avilable as well// told her that this is only the available store that we have in file// offer replacement cmr dont want to pay $99// cmr disagree and said it was ridiculous//ask for Supervisor// no available sup// file template for cmr escalation// while doing the template cmr disconnect the call

MISSING REPLACEMENT DEVICE CCI didnt receive the rep device//validated//adv website//status call question//adv cmr that we already conducted an investigation and it really takes for 10-14 days to complete the process// adv cmr that once it was resolved she will get notified// cmr hang up

MISSING REPLACEMENT DEVICE cci to check the status of the missing replacement device//// validated the acc// status call question//offer website// adv cmr that the investigation still in progress// cmr mentioned that its almost a month ago// no improvement// file a follow up tracer

UPDATE MM OF THE PHONE cci to update the MM of the phone/// validated the acc// status call question//offer website// update the phone and ask shipping add// adv cmr that the claim is under review for 24hrs// cmr agreed// provide advisements and xfer to survey

ADJ AUTH FOR SHIPPING ADDRESS cci to updated the shipping add// validated the acc// status call question//offer website// claim was authorized ,adj authorization//update the shipping address and adv cmr that we cannot chhange the shipping address again// cmr agreed transfer to survey

EQUIPMENT UNAVAILABLE cci to check the status of her claim// validated the acc// offer website// claim was approved//Equipment currently unavailable //as per compass submit a template for Equipment Unavailable// filed a template and adv cmr that one of our team specialist call you back within 24 hours to discuss your replacement options//cmr agreed