WorksheetsPUA - JEOPARDY QUIZ
Total questions: 30
Worksheet time: 18mins
What is the name of our online resource that we use for assistance?
Milton
John
Riingo
Darwn
A good example of an empathy phrase is:
I completely understand how frustrating that must be.
I’m truly sorry to hear about your expience.
I really appreciate your patience.
All of the above.
When you restate what you did on the call, we refer to this as:
Empathy
Attentive Listening
Recap
Conflict Resolution
True or False: Always search for the claimant on the PUA site utilizing the entire social security number.
True
False
PUA claim numbers start with the number:
2
4
1
3
When verifying the caller, you must ask for 2 additional pieces of information.
True
False
An example of additional verification items is:
Mailing Address
Fax Number
Month of Birth
Zip Code
An effective date on a PUA Claim is the first day that they:
Filed their claim
Were unable to work due to COVID-19
Called the PUA call center
Received a confirmation email from us
What is WBA
Weekly Benefit Amount
Weekly Benefit Adjudication
Weekly Benefit Application
Weekly Bonus Amount
True or False: When a claimant wants to change their income on the Monetary tab, we ask them to upload their 1040 Tax Document and we edit the information we see on that section.
True
False
A Fact Finding document is a:
Application for PUA
A questionnaire that needs to be completed by the claimant when we need further information.
A weekly certification
A request for payment
In which section would you see all the forms that we have sent the claimant and all forms that the claimant has completed.
Eligibility Issues
Issues and Determinations
Correspondence
Payment History
A claimant calls in and wants to know specific information about a payment and payment date. What section will you go to find this information.
Eligibility Issues
Payment History
Correspondence
Issues and Determinations
Identity verification requires claimants to upload how many legible forms of ID?
Seven
Four
One
Two
A regular UI claimant ID starts with what number?
1
7
4
2
The debit card we offer to claimants is administered by what bank?
Bank of America
US Bank
Chase
Wells Fargo
The debit card is called a:
Reliable Card
Reliacard
RelyCard
ReliableUSCard
True or False: If a claimant is unable to correct their banking information on their account, you can do it for them.
True
False
What is the minimum WBA in the state of Ohio for PUA claims?
$249
$199
$75
$189
True or False: You can upload documents for a claimant.
True
False
If a claimant receives a denial or a non-monetary determination and disagrees with it, they have the right to:
Call us and complain
Write an email to have the decision overturned
Appeal
File for regular UI instead
We are able to change which of the following on an account, provided the claimant has the original information and can verify the account?
Email address
Residential address
Phone Number
All of the above
The farthest day back that a claim can be backdated is:
March 15, 2020
April 1, 2020
February 2, 2020
December 25,2019
True or False: We encourage everyone to apply for PUA.
True
False
Which is an example of a document that a claimant can upload to verify identity.
Social Security Card
State ID
Passport
All of the above
True or False: If a claimant cannot upload documents to their account on the PUA website, they are welcome to fax or mail them.
True
False
If a claimant requires a timeframe for when his claim will be processed and he will receive his first benefit payment
Tell him it will be 21 days
Advise him that we cannot give a timeframe due to the volume of claims we receive, but he is welcome to check back with us or directly log into his account as updates will be made directly to the website.
Advise him that he can call us back every day to check the status of his claim.
Advise him that we will call him when he can expect his first benefit payment.
A claimant must be able to prove their income for 2019 and now for 2020. What document(s) can they upload as proof?
1040 Tax Form
Business Tax Records if they own the business
W2 or 1099
Bank Statements and Deposit Information
All of the above
The hours of operation for our call center are:
5:00am - 7:30pm Central Time
6:00am - 6:00pm Central Time Monday - Friday
8:00am - 12:00pm on Sunday and 8:00am - 4:00pm on Saturday Central Time
Both options 2 and 3
None of the above
Please provide me with one suggestion for training.
