IVR-1099-1
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Play online marketing prompt
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Did
you know you can view, print, save or request a copy of your s s
a 10 99 or s s a 1042 s by going online and using your my s s a
account.
Go to w w w dot social security dot g o v and select Sign In.
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P1004
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IVR-1099-2
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Ask if caller wants
Replacement for Current Year
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Are you calling to get a
replacement s s a 1099 or s s a 1042' for the... <current
year> tax year?
If
yes, go to IVR-1099-3 (non-active period) or IVR-1099-6 (active
period)
If
no, go to IVR-1099-5
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P1005
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IVR-1099-3
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Current Year =Yes:
Non-active Period
(Application
is disabled
Dec. 15-Jan.
31).
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SSA provides Social Security
beneficiaries with their 's s s a 1099 or s s a 1042' statement
by the end of January showing benefits, they received in…
<current closed tax year>
Go
to IVR-1099-4
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P1023
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IVR-1099-4
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Ask if caller wants
replacement card for other years
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Are you calling to get a
replacement s s a 1099 or s s a 1042 for any of the prior 5
years?
If yes, go to IVR-1099-6
If no, go to IVR-1099-5
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IVR-1099-5
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Current Year and previous 5
years=No
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To get a s s a 1099 or s s a
1042 for any other years you need to
speak
to an agent, hold on while I get someone to help you.
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P1013 (This
will be an update to 1013)
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IVR-1099-6
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Current Year =Yes (Active
Period Feb 1 – Dec 14) or previous 5 years
OMB, Privacy Act,
Paperwork Act
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All right. Before I can
access your records, I'll need to ask a question or two to verify
who you are. Social Security is allowed to collect this
information under the Social Security Act and the collection
meets the requirements of the Paperwork Reduction Act under OMB
numbers 09600596 and 09600583. To hear detailed information
about this and
the Privacy Act or Paperwork Reduction Act say more information.
Otherwise, say continue.
[pause]
Be
advised, to complete this process you’ll need to have a
mobile phone available to receive a verification code. Text and
data rates may apply.
Would
you like to continue?
If
yes, go to IVR-1099-7, if no, say “hold on while I get
someone to help you.
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P1009 (This will be an update
to 1009)
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IVR-1099-7
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We
verify the information you give us against our records. If we
cannot match your information in our records, we will use
external data sources to attempt to match your information.
By
using this service, you understand that you will be authorizing
SSA to obtain information from your personal credit profile or
other information from Experian under the Fair Credit Reporting
Act. You authorize SSA to obtain such information solely to help
identify you and prevent fraud.
SSA
may need to verify mobile phone data through an external service
provided by Twilio. You authorize your mobile phone carrier to
use or disclose information about your account and your mobile
phone to SSA or its service provider for the duration of your
business relationship, solely to help them identify you or your
mobile phone and to prevent fraud.
Do
you agree with giving your authorization to access your credit
report and mobile data for these authentication purposes?
Please
say Yes or No
If
yes, go to IVR-1099-8, If no, go to IVR-1099-9
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IVR-1099-8
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Attestation=Yes
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Please note that any person
who makes a false representation in an effort to alter or obtain
information from the Social Security
Administration
may be punished by a fine or imprisonment or both. Do you
understand and agree to these terms?
If
yes, go to IVR-1099-10, If no, go to IVR-1099-9
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P1010
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IVR-1099-9
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Attestation= No
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Without your agreement, I
won′t be able to help you with anything that requires
access to personal information. Hold on while I get someone to
help you.
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P1022
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IVR-1099-10
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Attestation=Yes Asks caller
for PII to be
authenticated.
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All right. Thanks. Let's keep
going. First, please say your Social Security number one digit at
a time.
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P1011
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IVR-1099-11
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SSN confirmation
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Just to make sure, your
social security number is 123456789, Right?
If
yes, go to IVR-1099-12, If no, go to IVR-1099-11A
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P1012
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IVR-1099-11A
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SSN Re ask
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My mistake. Let’s try
again. Please say or enter
your
nine-digit Social Security number, one digit at a time
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P1011d
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IVR-1099-12
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DOB
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Now, what's your date of
birth?
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P1030
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IVR-1099-12A
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DOB Re
ask
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My
mistake. Please say or enter the month, day
and
year you were born. For example, say June 8th 1945
or
enter 06081945.
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P1030d
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IVR-1099-13
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DOB Confirm
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That
was --------- Right?
If
yes go to IVR-1099-14,
If no go to IVR-1099-12A
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P1031
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IVR
1099-14
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Calling from mobile phone?
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Are you currently calling
from your mobile phone?
If
yes, go to IVR-1099-18, if no, go to IVR-1099-15
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IVR-1099
-15
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Mobile phone number
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All
right. Please say your 10-digit mobile phone number starting with
the area code or use your keypad to enter the digits, followed by
the pound key
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IVR
1099-16
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Mobile phone confirmation
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Your mobile phone number is
123-456-7890 right?
If
no go to IVR-1099-15 if yes go to IVR-1099-18
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IVR-1099-17
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Authentication = Fail
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Sorry, I am having trouble
processing your request. Hold on while I get someone to help you.
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P9011
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IVR
1099-18
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Ask if caller received ACC
code
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All right. We have sent a
verification code to your mobile phone number. Did you receive
your verification code?
If
yes, go to IVR-1099-19
If
no or no input, go IVR-1099-20
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IVR-1099-19
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Yes=User provides ACC code
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All right. Please say the
verification code one digit at a time or use your phone’s
keypad to enter the digits.
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IVR
1099-20
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ACC Verification = Fail
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Sorry, I am having trouble
processing your request. Hold on while I get someone to help you.
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P9011
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IVR-1099-21
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ACC Verification = Pass,
Date of last access
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All right, we're all set.
Just
so you know, the last time you accessed your account was on
<Date>.
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IVR-1099-22
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Replacement for Self
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Do you need a replacement s s
a 1099 or s s a 1042 for yourself?
If yes, go to IVR-1099-40
If no go to IVR-1099-23
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P1034 (This will be updated
as IVR-1099-21 is split out into a new prompt)
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IVR-1099-23
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Person Living
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Is the person it's for
LIVING?
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P1038
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IVR-1099-24
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Living =Yes
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To request a statement for
someone else. You will need to speak to an agent.
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P1039
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IVR
– 1099 25
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Living = No
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Okay, please tell me the
deceased
person's
social security number or say I don’t have it.
If provided go to
IVR-1099-28,
if unknown go to IVR-1099-26
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P1040
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IVR-
1099- 26
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Unknown SSN
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Sounds like you don't know
their Social Security number. Is that right?
If
caller says right or yes, go to next step, if they say they know
it, go back to IVR-1099-25
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IVR
1099-27
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Unknown SSN
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If you don't know the Social
Security number, you'll need to speak with an agent. Hold on
while I get someone to help you.
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P1128
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IVR-1099-28
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Deceased SSN confirmation
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Just to
make sure, that Social Security number is {123456789}.
Right?
If
yes go to IVR-1099-29,
If no go to IVR-1099-25
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P1012
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IVR
– 1099-29
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Related to deceased
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Are you a child, spouse or
parent of the deceased?
If yes, go to,
IVR-1099-40,
if no, go to IVR-1099-30
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IVR
– 1099- 30
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Related to deceased = no
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Is your address in the United
States?
If yes, go to IVR-1099-32,
If no, go to IVR-1099-31
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IVR
– 1099-31
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United States Address = No
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Sorry, I am having trouble
processing your request. Hold on while I get someone to help you.
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P9011
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IVR-
1099-32
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US. Address= Yes, Ask for zip
code
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Please tell me your
five-digit zip code now.
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P1306
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IVR
– 1099-33
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Zip code confirmation
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You entered {$.Zipcode},
right?
If yes go to IVR-1099-34,
If no go to IVR-1099-32
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P1308
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IVR-1099-33A
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Invalid Zip Code
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That is an invalid zip code.
Let's try again, please tell me your five-digit zip code now.
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P1306c
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IVR-1099-34
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City – State
Confirmation
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Okay. I got the city and
state information from the zip code as ($.City). ($.State).
Right?
If yes go to IVR-1099-35,
If no go to next step
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P1324
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IVR-1099-34A
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Incorrect City - State
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My mistake. Let's try again,
please tell me your five-digit zip code.
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P1306d
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IVR
– 1099-35
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Street Address
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Okay. Now I just need the
street address, P O Box or Rural Route Number. For example, you'd
say 123 Main Street West or PO Box 12345. Go ahead and say the
address.
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P1321
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IVR-1099-36
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Street Address Confirmation
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Okay. Your street address
is{$.AddressLine1}. Right?
If yes go to IVR-1099-37,
If no go to go to IVR-1099-36A
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P1326
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IVR-1099-36A
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Incorrect Street Address
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My mistake. Let's try again,
please say your street address, PO Box or Rural Route Number. For
example, you'd say 123 Main Street West or P O Box 12345. Go
ahead and say the address.
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P1321d
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IVR
– 1099-37
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Apartment Number or Unit
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If there's an apartment
number or unit number, please say it now. Otherwise, say no
apartment.
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P1322
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IVR-1099-38
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Apartment Number or Unit
Confirmation
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You said {$.AddressLine2},
Right?
If yes go to IVR-1099-39,
If no go to IVR-1099-38A
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P1323
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IVR-1099-38A
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Incorrect Apartment or Unit
Number
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My mistake. Let's try again.
Please tell me your apartment number or unit number now,
Otherwise, say no apartment.
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P1323d
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IVR
– 1099-39
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Complete Address Confirmation
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Thanks. Let me make sure
everything is correct. I have {$.Address}. Right?
If yes go to IVR-1099-40,
If no go to IVR-1099-39A
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P1325
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IVR-1099-39A
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Incorrect Complete Address
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My mistake. Let's try again,
please say your street address, P O Box or Rural Route Number.
For example, you'd say 123 Main Street West or P O Box 12345. Go
ahead and say the address.
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P1321d
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IVR-1099-40
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Authorization = Yes
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Just a moment while I
process your request...
For
1099 for self, go to IVR-1099-41,
for deceased (related) go to IVR-1099-41.
For deceased (not related) go to IVR-1099-46.
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P1035
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IVR
– 1099-41
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Date of the last address
change
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The
last time you changed your address was on <Date>. Have you
moved since that date?
If
yes, go to IVR-1099-42, If no, go to IVR-1099-43
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IVR-1099-42
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Move = Yes
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You will be transferred to an
agent
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IVR-1099-43
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Move=No
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All right…
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IVR-1099-44
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If previous year = yes
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Do you need a s s a 1099 or s
s a 1042 replacement for [tax year(s)]?
All
right….
If successful go to
IVR-1099-45
(for self) or IVR-1099-46
(for deceased), if unsuccessful go to IVR-1099-47
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IVR needs to say each
previous year separately.
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IVR
– 1099-45
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Authorization Confirmation
for self
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Your replacement s s a 1099
or s s a 1042 for {current tax year}
or previous 5 years
will be sent to YOUR address on record. If you live in the
United States or a U.S. territory, you should receive it by
{current date + 14 days}, Otherwise, if you live outside the
United States, you should receive it by {current date + 40 days}.
If you haven’t received it by then, please call us back.
Go
to IVR-1099-48
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P1036
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IVR
– 1099-46
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Authorization Confirmation
for deceased
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The deceased’s
replacement s s a 1099 or s s a 1042 for {current tax year}
or previous 5 years
will be sent to YOUR address on record. If you live in the
United States or a U.S. territory, you should receive it by
{current date + 14 days}, Otherwise, if you live outside the
United States, you should receive it by {current date + 40 days}.
If you haven't received it by then, please call us back.
Go
to IVR-1099-48.
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P1024
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IVR-1099-47
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Authorization=
No
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Sorry, I am having trouble
processing your request. Hold on while I get someone to help you.
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P9011
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IVR
– 1099-48
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Finish
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If you're finished, feel free
to hang up. Otherwise...
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P1021
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