Detailed System Design Appendix D: Language Packet

Detailed System Design Appendix D: Language Packet Prepared by GovConnect, Inc for: Florida Agency for Workforce Innovation TELE-CLAIMS June 21, 2002 PCN-38

Revision History Revision Date Version Reason for Revision 6/21 1 Document Creation - 2

OVERVIEW... 4 ENGLISH LANGUAGE PACKET... 4-3

Overview FL AWI Tele-Claims 06/21/2002 This section contains the phrases used in the IVR script. There will be three sections one for English, one for Spanish and one for Creole. The Spanish and Creole Sections will be added after the translation process is complete. English Language Packet Script Identifier Voice Talent O/S EIC Media.wav The account number for the Florida project is FLAWI 000462-00 001 Welcome to Florida s Unemployment Compensation Tele-Claims Call Center. To continue in English, press 002 Si usted prefiere Espanol, Marque 003 To continue in Creole, press (spoken in Creole). 004 If you are calling to file your unemployment claim, our call centers are open Monday through Friday from 005 to 006 Please call us back, or file your claim over the Internet at www.fluidnow.com. 007 Our Call Center is open Monday through Friday from 008 We are closed today because it is a Holiday. We will reopen on the next business day. You may file your claim over the Internet at www.fluidnow.com 009 Due to an emergency our call center is closed today. You may file your claim over the Internet at www.fluidnow.com, you may call back on the next business day, or you may pick up information on filing claims by mail at the Career Center nearest you. 010 To file a claim you must use a touch-tone phone. Filing your claim using a cellular telephone is not recommended. You may also file your claim over the Internet at www.fluidnow.com or you may obtain information on filing by mail at the Career Center nearest you. - 4

011 This number is for the filing of unemployment claims only. To claim your weekly benefits, you must continue to call the RSVP number you were given. For all other inquiries please call 012 To file your claim, press one. 013 You have not made an entry. To file your claim you must have a touch-tone phone. Hang up and call us back from a touch-tone phone or file your claim over the Internet at www.fluidnow.com or you may obtain information on filing by mail at the Career Center nearest you. 014 To file your unemployment claim you will need the following: your social security number; driver s license or Florida ID number. Also you will need the names, complete addresses, telephone numbers and the beginning and ending dates for all of the employers you have worked for since 015 and if you want your unemployment check automatically deposited into your bank account a copy of your check for your bank information. If you do not have this information please hang up and call us back. In order for your claim to be effective this week, your claim must be completed by close of business this Friday. You must answer all questions completely and accurately. It is important that you complete all questions and remain on the line to speak to a representative if instructed to do so. 016 Please enter your 9 digit social security number. 017 Your entry is invalid. Enter the 9 digits of your social security number. 018 You entered 019 If this is your correct social security number, press one. If this number is incorrect, press nine. 020 We are sorry you are having trouble entering your social security number. Please verify your information and call us back, or you may file your claim over the Internet at www.fluidnow.com or you may obtain information on filing by mail at The Career Center nearest you. 021 All information you provide to this agency is confidential. However, the Federal Deficit Reduction Act, an amendment to the Federal Social Security Act, provides that upon request, information about your Unemployment Compensation Claim and earnings may be provided to other state and federal agencies for income and eligibility verification. 022 Our records indicate you have filed a claim within the last 14 days. Do you have new employment to report? If yes, press one. If no, press nine. - 5

023 You need to call the local RSVP number you were given to claim your weeks of benefits or you may claim your weeks of benefits over the Internet at www.fluid.com Good-bye. 024 Are you filing a claim under Disaster Unemployment Assistance and you work or live in a county that has been declared a Disaster area by the President? If yes, press one. If no, press nine 025 Are you filing for extended benefits? If yes, press one. If no, press nine. 026 Did you receive a TRA or Trade Readjustment Act application from this Agency? If yes, press one. If no, press nine. 027 Have you received a TRA or Trade Readjustment Act Payable Determination? If yes, press one. If no, press nine 028 No further action on your part is required, if you have any questions, please call 029 If your Zip code is a US Zip code press one. If your Zip code is a Canadian zip code, press two. 030 Enter the 5-digit zip code of your mailing address. 031 If your mailing zip code is 032 press one. If not, press nine. 033 You must enter all five digits of your zip code. 034 Have you filed for unemployment benefits in another state within the last twelve months? If yes, press one. If no, press nine. 035 Was all of your work during the last eighteen months performed in the State of Florida? If yes, press one. If no, press nine. 036 How many states did you work in? Please enter the number of states followed by the pound key. 037 You have exhausted all of your benefits on your unemployment claim. You are not eligible to file an unemployment claim or collect benefits at this time. You may file a new claim after 038 Our records indicate that you filed a claim for benefits dated - 6

039 which was ineligible. Since you can only file one ineligible claim per quarter 040 is the earliest you may file again, if you are still unemployed. 041 If you have questions about your monetarily ineligible claim, please call 042 Thank you for calling. Good-bye. 043 In order to process your claim you must enter a four-digit Personal Identification Number called your PIN. You will be required to use this PIN for all future business transactions with this agency. Remember your PIN and do not give this number to anyone. If you understand and agree, enter your four-digit Personal Identification Number. 044 You did not make a valid entry. You must enter four numeric digits. Please enter your four digit Personal Identification Number. 045 In order to verify your entry, please re-enter the 4 digit PIN. 046 I am sorry the Personal Identification Number you entered does not match your original entry. Please re-enter the four digit PIN you would like to use. 047 We are sorry you are having trouble entering a PIN. You will need to call us back and enter a valid Personal Identification Number or file your claim over the Internet at www.fluidnow.com or you may obtain information on filing by mail at the Career Center nearest you. 048 Please enter your previously established four-digit PIN number now. 049 You have entered 050 If this is correct, press one. If this is incorrect, press 9. 051 The PIN you have entered does not match our records. Please re-enter your previously established four digit Personal Identification Number. 052 Has your address changed since the last time you filed? If yes, press one. If no, press nine. 053 If you have a telephone number where you can be reached during normal business hours, press one. If you cannot provide a number, press nine. 054 Enter your 10 digit telephone number beginning with the area code. - 7

055 You must enter all 10 digits of your telephone number beginning with the area code. Enter your telephone number now. 056 If your telephone number is 057 press one. If not, press nine. 058 Have you worked for the federal government in the last l8 months? If yes, press one. If no, press nine. 059 Did you serve on active duty in the military in the last eighteen months? If yes, press one. If no, press nine. 060 Are you a U.S. Citizen? If yes, press one. If no, press nine. 061 Please hold while we connect you to the next available claims specialist. Your claim will not be completed until you speak with a claim specialist. Calls are answered in the order they are received. Your call may be monitored to ensure quality service. 062 Enter the month, day and year you were born. Enter two digits for the month, two digits for the day and four digits for the year. Enter your birth date now. 063 You have entered invalid information. You must enter eight digits, two for the month, two for the day and four for the year. For example, if you were born on March 26, l952 you should enter 0-3-2-6-1-9-5-2. 064 If your birth date is 065 If you are male, press one. If you are female, press two. 066 If you are White, press one. If you are Black or African American, press 2. If you are Native Hawaiian or Other Pacific Islander, press three. If you are American Indian, or Alaska Native, press four. If you are Asian, press, five. If you are multi-race, press six. If your race is not one of the previous choices or you choose not to answer, press seven. 067 If you are Hispanic or Latino, press one. If you are not Hispanic or Latino, press two. If you do not wish to answer this question, press 3. 068 Are you handicapped as defined in Section 504 of the Rehabilitation Act of l973? If yes, press one. If no, press nine. 069 Please choose from the following list, the highest level of education you have attained. If you did not graduate from high school, press one. If you graduated high school or have an equivalent degree, press two. If you have your Associate s - 8

degree, press three. If you have your Bachelor s degree, press four. If you have your Master s degree, press five. If you have your PhD, press six. 070 Is there any reason you cannot seek or accept full time work? If yes, press one. If no, press nine. 071 Have you refused or turned down any specific job offer or job referral since you became unemployed? If yes, press one. If no, press nine. 072 Are you a member in good standing of a labor union which finds or obtains work for its members? If yes, press one. If no, press nine. 073 Please enter the number of your union hiring hall. If your number begins or ends with a letter of the alphabet, do not enter the letter. Enter the number of your hall followed by the pound key now. 074 Do you expect to be recalled to work by your employer? If yes, press one. If no, press nine. 075 Enter the date you expect to be recalled to work by your employer by entering two digits for the month, two digits for the day and four digits for the year. Enter that date now. 076 If the date you expect to return to work is 077 You must enter a valid date by entering eight digits. Two digits for the month, two digits for the date and four digits for the year. For example, if you expect to return to work on April l6, 2002 enter 0-4-1-6-2-0-0-2. Enter the date you expect to be recalled to work by your employer. 078 Are you currently employed, or self-employed or have you been self-employed in the past year? If yes, press one. If no, press nine. 079 Are you receiving payments from Worker s compensation as the result of an onthe-job injury? If yes, press one. If no, press nine. 080 Are you receiving or will you receive a retirement pension, other than Social Security? If yes, press one. If no, press nine. 081 Did you or will you receive vacation or holiday pay from an employer with whom you have a confirmed return to work date? If yes, press one. If no, press nine. 082 Are you the spouse of a 100% disabled veteran, or of a veteran killed in the line of duty, an MIA or a POW? If yes, press one. If no, press nine. 083 Are you a veteran? If yes, press one. If no, press nine. - 9

084 Have you filed an unemployment claim under any state or federal law since your most recent separation from active military duty? If yes, press one. If no, press nine. 085 Unemployment compensation benefits are taxable on your federal income tax return. Do you elect 086 of your weekly benefit check withheld for Federal Income Tax? If yes, press one. If no, press nine. 087 You previously requested to have your benefit check deposited into your bank account. Do you want to continue to do so? If yes, press 1, if not, press 9. 088 Has any of your bank information changed? If yes press 1, if no press 9. 089 Do you want your benefit checks deposited into your bank account? If yes press 1, if no press 9. 090 You must remain on the line to complete the filing of your unemployment claim. You will be connected with the next available claims specialist for the interview portion. Your claim will not be completed until you speak with a claims specialist. Your call may be monitored to ensure quality service. 091 Has your address changed since the last time you filed? If yes, press one. If no, press nine. 092 If you have a telephone number where you can be reached during normal business hours, press one. If you cannot provide a number, press nine. 093 Has your phone number changed since the last time you filed? If yes, press one. If no, press nine. 094 Enter your 10 digit telephone number beginning with the area code. 095 You must enter all 10 digits of your telephone number beginning with the area code. Enter your telephone number now. 096 If your telephone number is 097 Have you worked since the last time you filed? If yes, press one. If no, press nine. 098 Have you refused any offer of work since you became unemployed? If yes, press one. If no, press nine. - 10

099 Since the last time you filed have you applied for or did you begin receiving a retirement pension other than Social Security? If yes, press one. If no, press nine. 100 You have completed all questions required to reopen your Unemployment Compensation claim. Should we need additional information, you will be contacted by this agency. You will be notified of the date when you are to claim your weeks of benefits within 5 days. Should you have questions concerning your claim, please call 101 Have you worked for the federal government since you last filed? If yes, press one. If no, press nine. 102 Did you serve on active duty in the military since you last filed? If yes, press one. If no, press nine. 103 You indicated you worked since you last filed for unemployment benefits. Was the work you performed with the same employer you reported to us on your last claim? If yes, press one. If no, press nine. 104 Is this the only employer you worked for since you last filed? If yes, press one. If no, press nine. 105 What day did you return to work with this employer? Please enter two digits for the day, two digits for the month and four digits for the year. Enter the day you returned to work. 106 If the date you returned to work with this employer was [speak date entered] press one. If not, press nine. 107 You must enter a total of 8 digits, for example if your last day worked was November 14, 2001, you must enter 1-1-1-4-2-0-0-1. 108 Enter the date you returned to work for this employer. 109 Please enter the last date you worked for this employer. Enter two digits for the month, two digits for the day and four digits for the year. Enter your last day worked. 110 If your last day worked was 111 For the period of time beginning 112 you must report your total gross earnings. You must enter the total dollars and cents. Enter the dollars, a star key and then the cents. 113 If your total gross earnings for this period of time was - 11

114 If yes, press one. If no, press nine. 115 You must enter dollars and cents. Enter the dollar amount, use the star key for the decimal point and then enter the two digit cents. If cents are zero, you must enter 0-0. For example, $150.35 would be entered as 1,5,0,star,3,5. 116 Please enter the total gross earnings for this week only. Beginning Sunday of this week what is your total gross earnings? You must enter dollars, the star key and then the total cents. You must provide us with your earnings even if you have not been paid yet. 117 If your total gross earnings for this week is 118 You must enter dollars and cents. Enter the dollar amount, use the star key for the decimal point and then enter the two digit cents. If cents are zero, you must enter 0-0. 119 From the following list please choose the reason for your separation from this employer. If you were permanently laid-off press one. If temporarily laid-off press two. If you quit or resigned press three. If your employer reduced your hours, press four. If you were suspended, press five. If you are on a leave of absence, press six. If you were discharged or fired press seven. 120 What is the date you expect to return to work for this employer? 121 If the date you expect to return to work is 122 You must enter a valid date by entering eight digits. Two digits for the month, two digits for the date and four digits for the year. For example, if you expect to return to work on April l6, 2002 enter 2-1-6-2-0-0-2. Enter the date you expect to be recalled to work by your employer. 123 We need the number of your union hiring hall. If your number begins or ends with a letter of the alphabet, do not enter the letter. Enter just the number of your hall followed by the pound key now. 124 Have you received or will you receive vacation or holiday pay from an employer with whom you have a confirmed return to work date? If yes, press one. If no, press nine. - 12