MA1301A

Process the customer’s application in HEAplus until you get to the “Signature Options for Medical Programs” screen.

Select the “I will record a voice signature” radio button. Click next.

Read the declarations shown on the screen.

Read the following statement to the customer:

Next we are going to record your signature. This may take a few moments. Please stay on the line.

Start the recording.

• For CISCO phones take the following action to start recording:

While you are on the phone with your customer, press the “more” button on your Cisco phone, then select “Confirm”.

Dial (602) 177-8889 to connect with the recording line. The recording begins as soon as you connect.

Press “Confirm” again to bring your customer into this conference call.

• For CISCO Jabber Software take the following action to start recording:

While you are on the phone with your customer, press the “…” and the “more call options” button, then select “Conference”.

Dial (602) 177-8889 to connect with the recording line.

Right click on the recording line and click join. This brings the customer into the conference call. The recording begins as soon as you connect.

• For Genesys software queued calls take the following action to start recording:

When a call is answered you will see the “Voice signature” button in the middle of the window. Press the voice signature button, and the caller is then placed on hold.

The customer will hear music and you will hear your own voicemail greeting. Click on the set of double lines. The lines will turn red which indicates the line is now recording.

• For Genesys software non queued calls take the following actions to start recording:

When the customer is on the line, and you are ready to complete a voice signature. Click on the call button on the left. When the window opens select the drop-down arrow.

• Click record

Does the customer have an interpreter?

• If YES, continue to Step 7.

• If NO, skip to Step 8.

Ask the interpreter to confirm the name of the customer on the call during the recording.

Read the following statement to the customer in their preferred language.

English

• Please say your full name. [pause for response]

• Please say your date of birth. [pause for response]

• Please say your home address. [pause for response]

Now I’m going to read a statement that you need to agree to before I submit your application. Your recorded agreement will be used as your signature. Please listen carefully.

Statement of Truth

• You swear or affirm under penalty of perjury that the statements made regarding the persons in your home, income, resources, property and all other items that pertain to you possibly qualifying for AHCCCS Medical Assistance are true and correct to the best of your knowledge.

• You understand the penalty warning, assignment of rights to other benefits, and consent to release information as read to you.

Do you agree?

If the customer has an interpreter for the interview, have the interpreter confirm they have interpreted the information to the customer and the customer has agreed.

[pause for response]

Spanish

• Por favor diga su nombre completo [pause for response]

• Por favor diga su fecha de nacimiento [pause for response]

• Por favor, diga su domicilio. [pause for response]

Ahora voy a leer una declaración que debe aceptar antes de someter su solicitud. Su acuerdo grabado se usará como su firma. Por favor escuche atentamente.

Declaración de veracidad

• Usted jura bajo pena de perjurio que las declaraciones y los documentos presentados sobre sí mismo y las personas en su hogar, que se relaciona con su elegibilidad para beneficios, es verdadera y correcta a lo mejor de su conocimiento, y que no ha retenido ninguna información.

¿Está de acuerdo?

[pause for response]

Did the person giving the voice signature for the application agree to the declarations?

• If NO, STOP. Tell the customer the following

  • The signature is not valid, and

  • You will mail them an application for signature, and

  • The application cannot be approved without a valid signature.

• If YES, continue to step 10.

Complete the following actions to end the conference call.

• On Cisco Phones:

Press “more” on your Cisco phone.

Select “ConfList” on your Cisco phone.

Select the recording phone line – (602) 177-8889.

Press “Remove”.

• On Cisco Jabber software:

Right click the recording phone line – (602) 177-8889.

Select “Remove”.

• On Genesys software queued calls:

Click on the drop call button next to the red lines at the end of the recording.

• On Genesys software non queued calls:

Click on the drop-down arrow

Click Stop Recording

When you leave the recording line, an email will automatically be sent to you with the voice signature recording attached.

• Download the voice signature file.
• Locate the file and rename it with the PID and customer name, e.g., 29902351287117 – Benjamin Barker.

NOTE     By default, Google Mail will save the file to the folder titled "Downloads". If you need assistance finding the "Downloads" folder, ask your supervisor.

Go to the “Voice Signature” battery and complete the following actions to upload the signature into HEAplus.

• Click the upload button

• In the new window that opens, click the “Browse” button and locate the voice signature file in the "Downloads" folder.

• Click “Upload File.”

• When the file has finished uploading, click on the file icon to listen to the recording. Be sure you listen to the recording before you end the call, so you do not have to call the customer back to repeat the process.

• If the recording is good, click the “Close” button to return to the Signature Options page.

• After uploading the voice signature file, you may delete it from your computer.

Go to the “Verification Status” battery and confirm that the voice recording is listed under the documents dropdown. If the voice recording is not listed under the documents dropdown, repeat step 10.

Proceed with processing the customer's application in HEAplus until you arrive at the "Signature Options" screen.

Choose "Record a Voice Signature" and click Next.

Click here, “Application Voice Signature Script” for the temporary process for voice signatures. Read the declarations starting at the “Rights” section through the end of “Estate Recovery”.

Read the following statement to the customer:

"Next, we are going to record your signature. This may take a few moments. Please stay on the line."

Start the recording as described in  step 2  on the “Application Voice Signature Script”.

• For CISCO Jabber Software take the following action to start recording:

While you are on the phone with your customer, press the “…” and the “more call options” button, then select “Conference”.

Dial (602) 177-8889 to connect with the recording line.

Right click on the recording line number and click join. This brings the customer into the conference call. The recording begins as soon as you connect.

• For Genesys software for queued calls take the following action to start recording:

When you answer a call, you will see the “Voice signature” button in the middle of the window. You will press the voice signature button, and the caller is then placed on hold.

The customer will hear music and you will hear your own voicemail greeting. You will then click on the set of double lines. The lines will turn red which indicates the line is now recording.

• For Genesys software non queued calls take the following actions to start recording:

When the customer is on the line, and you are ready to complete a voice signature. You will click on the call button on the left. When the window opens select the drop-down arrow.
Click record

Does the customer have an interpreter?

• If YES, continue to Step 7

• If NO, skip to Step 8

If an interpreter is being used for the interview. Have the interpreter confirm the name of the customer on the call during the recording.

Next, follow the script and directions shown on the Application Voice Signature Script starting at step 3.

Did the person giving the voice signature for the application agree to the declarations?

• If NO, STOP. Let the customer know that the signature is not valid, and you will mail them an application for signature. Tell the customer that the application cannot be approved without a valid signature.

• If YES, continue to step 10.

Complete the following actions to end the conference call.

• On Cisco Jabber software:

Right click the recording phone line – (602) 177-8889.

Select “Remove”.

• On Genesys software queued calls:

Click on the drop call button next to the red lines to end the recording.

• For Genesys software non queued calls:

Click on the drop-down arrow

Click stop recording

When you leave the recording line, an email will automatically be sent to you with the voice signature recording attached. Download the voice signature file. Locate the file and rename it with the PID and customer name, e.g., 29902351287117 – Benjamin Barker.

NOTE     By default, Google Mail will save the file to the folder titled "Downloads". If you need assistance finding the "Downloads" folder, ask your supervisor.

Go to the “Voice Signature” battery and complete the following actions to upload the signature into HEAplus.

• Click the upload button.

  • In the new window that opens, click the “Browse” button and locate the voice signature file in the "Downloads" folder.

  • Click “Upload File.”

• When the file has finished uploading, click on the file icon to listen to the recording. Be sure you listen to the recording before you end the call, so you do not have to call the customer back to repeat the process.

• If the recording is good, click the “Close” button to return to the Signature Options page.

• After uploading the voice signature file, you may delete it from your computer.

Go to the “Verification Status” battery and confirm that the voice recording is listed under the documents dropdown. If the voice recording is not listed under the documents dropdown, repeat step 11.