Milestone 3 - Updated 11/26/24

When authenticating a customer via security token in the AgentOS verify tool what contact method is NOT available for use?

• Existing mobile number on the account

• Existing email address on the account

• Existing home phone number on the account

• Number provided by customer that did not exist on the account when the call started

Which of the following is the only information that may be disclosed to a customer who has authenticated the account?

• Security Code/Pin or last four of SS#

• Contact information

• Name on the account

• Balance and services on the account

We have two levels of account security - Verification and Authentication.

• TRUE

• FALSE

A caller who is listed as the Account Holder calls to make changes to their account, but cannot provide the Security Code. In addition to their name and service address, which security criteria would Authenticate the account to complete the request?

• Email address of the account holder

• Amount due on the account

• Social Security Number

• One time authentication token code

Which of the following can only be completed by the Account Holder?

• Enter/Exit Seasonal Services

• Make Contact changes (i.e. email address and telephone number)

• Disconnect an account

• Add services to an account

A customer who can only be Verified and NOT Authenticated cannot do which of the following?

• Make a payment

• Receive Tech ETA

• Get outage information

• Restart services on a disconnected account

TRUE or FALSE: All voice taxes and fees are included in the price of SPP Voice service

• True

• False

Charter attempts to contact customers in a past-due status in which of the following forms?

• Phone Calls

• Email

• Text Messaging

• All of the above

How much is the reconnection fee to restore services from a Non-Pay disconnect?

• $49.99

• $4.99

• $5.00

• $9.99

Customers that are in a soft disconnect non-pay status can have their services turned back on once all past due balances are paid.

• True

• False