Model: shivamgoel97/finetune
Author: shivamgoel97
Pipeline: sentence-similarity
Library: sentence-transformers
Tags: sentence-transformers, safetensors, bert, sentence-similarity, feature-extraction, generated_from_trainer, dataset_size:4999, loss:MultipleNegativesRankingLoss, arxiv:1908.10084, arxiv:1705.00652, base_model:sentence-transformers/all-MiniLM-L6-v2, base_model:finetune:sentence-transformers/all-MiniLM-L6-v2, model-index, text-embeddings-inference, endpoints_compatible, region:us
Base models (finetune): id: sentence-transformers/all-MiniLM-L6-v2
Card metadata: tags: sentence-transformers, sentence-similarity, feature-extraction, generated_from_trainer, dataset_size:4999, loss:MultipleNegativesRankingLoss
base_model: sentence-transformers/all-MiniLM-L6-v2
widget: source_sentence: What should you do if the standard resolution time on a P2 ticket passes 36 hours?
sentences: Context: Chat with ITSD or call the IT Help Desk at 866-899-4872. For One Talk Main Business Lines that are down hard (i.e., do not function at all): Remark the line as customer's Main Business Line when filing the AYS ticket. Change All One talk ticket to P2 status. Contact ITSD and ask for an ITSD lead if the escalation becomes urgent (supervisors only). Reach out to a member of BGCO CRT for further escalation if: The appropriate amount of support is not given. Standard resolution time on P2 ticket passes 36 hours. See One Talk Escalation for Remedy Ticket escalation.Table: <table border="1" cellpadding="5" cellspacing="0" width="100%"><tbody><tr><th style="text-align: left;" valign="top">Step</th><th style="text-align: left;" valign="top">Action</th></tr><tr><td style="text-align: center;" valign="top" width="5%">1</td><td valign="top" width="95%">Click <b>At Your Service</b> (located on the InfoManager Home page).<br/></td></tr><tr><td style="text-align: center;" valign="top" width="5%">2</td><td valign="top" width="95%">Click <b>Contact support to make a request or report a problem</b>.</td></tr><tr><td style="text-align: center;" valign="top" width="5%">3</td><td valign="top" width="95%">Enter <b>One Talk</b> as the search term.</td></tr><tr><td style="text-align: center;" valign="top" width="5%">4</td><td>Click <b>Create a Support Ticket</b>.<br/></td></tr><tr><td style="text-align: center;" valign="top" width="5%">5</td><td valign="top" width="95%">Click <b>Confirm User / Location Information</b>.</td></tr><tr><td style="text-align: center;" valign="top" width="5%">5</td><td valign="top" width="95%">Select <b>One Talk </b>in the Category dropdown menu.<br/></td></tr><tr><td style="text-align: center;" valign="top" width="5%">6</td><td valign="top" width="95%">Select <b>Switch Error (EA, EN, ES or EB)</b> in the <b>Primary Issue</b> dropdown menu.</td></tr><tr><td style="text-align: center;" valign="top" width="5%">7</td><td valign="top" width="95%"><p>Select the appropriate error in the Item dropdown menu.</p><p>Note: All One Talk Tickets have a P3 ticket level (these are worked with higher priority).</p></td></tr><tr><td style="text-align: center;" valign="top" width="5%">8</td><td valign="top" width="95%"><p>Open <a href="https://atyourservice.verizon.com/ays?id=support" target="_blank">AYS Ticket</a> with the following information:</p><ul><li>MDN affected<br/></li><li>ACSS order number</li><li>Reason for the order (e.g., Service Change, Disconnect, Add-a-Line, etc.)</li><li>Description of issue and impact</li><li>Desired end result</li><li>MTAS error information<ul><li>To add MTAS error information, capture a screen shot of MTAS transaction history.</li><li>To locate an MTAS element in error:<br/><ol><li>Open native <b>MTAS</b>.<br/></li><li>Hover on History in the top red menu bar.</li><li>Click on <b>Customer Transaction History</b>.</li><li>Type the MDN into the MDN field.</li><li>Click<b> send transaction</b> (bottom left gray button).</li><li>Locate any switch element (e.g., ALUHSS, NSN, BSTAS) highlighted in yellow in the window that opens.</li><li>Note any highlighted switch elements in the AYS incident or paste a screenshot.</li><li>Click the blue name of the element to open the XML details of the element transaction. </li><li>Look for an error description and note this in the AYS Incident or paste a screenshot.</li><li>Remark the line in ACSS with INC number in case the account requires follow up on the ticket.</li><li>Open the AYS portal and remark the ticket with a status update to receive updates.<ul><li>The ticket has the updates posted within 2 hours.<br/></li><li>Information Technology Support Desk (ITSD) provides comments when available.</li></ul></li></ol></li></ul></li></ul><p>Note: One Talk Ticket sub-categories are available once the ticket type (i.e., En error) is chosen.</p><ul></ul></td></tr></tbody></table>, Context: or monitored for quality purposes. (See the Call Back Suggested Scripting section)How to Make a Call Back for CS / Prepaid When engaged in a conversation with a customer and there is an unexpected call drop: The representative must make every attempt possible to contact the customer to prevent the customer from having to call back. This creates a poor customer experience and increases overall call time and repeat calls.POC Survey Call Back Point of Contact (POC) Survey call back request process:How to Schedule a Call Back To arrange a call back with a customer when additional follow-up is required:Table: <table border="1" cellpadding="5" cellspacing="0" width="100%"><tbody><tr><th style="text-align: left;" valign="top">If ...</th><th style="text-align: left;" valign="top">Then ...</th></tr><tr><td style="text-align: left;" valign="top">a call drops while talking to a customer </td><td style="text-align: left;" valign="top"><p>follow these steps:</p><ol><li>Access ACSS.</li><li>Send a dropped call text message by n<span style="font-family: nhg-text-roman , arial , sans-serif;background-color: transparent;">avigate to <b>ACSS Web</b> &gt; <b>Device Details</b> &gt; <b>Send Message</b> &gt; <b>Dropped</b> &gt; <b>Free VZW MSG-DO NOT REPLY</b> &gt; <b>I apologize that our call disconnected; I will call you back momentarily. Thank you for your patience</b>.</span></li><li>Call the customer using 1 of the following:<ul><li>The alternate Can Be Reached (CBR) number</li><li>The customer's MDN</li></ul></li><li>Disclose to the customer that the call is being recorded and monitored for quality purposes.<ul><li>For more information, see the Call Back Suggested Scripting section.</li></ul></li><li>Make 2 back to back call attempts to reach the customer.</li><li>Leave a message using the call back suggested scripting if the customer cannot be reached.</li><li>Remark the account and include the results of the interaction and any action taken.<ul><li>Example: Call dropped Attempted to reach customer on MDN, left message (include details of what was discussed prior to the call dropping)</li></ul></li></ol><p><span style="background-color: transparent;">Note: Calls must be placed before 8 AM or after 9 PM in the recipient's time zone.</span><br/></p><ul><li>This policy applies to non-sales related customer contact.</li><li>If a customer requests a callback before 8 AM or after 9 PM, remark the account with the customer's request.<ul><li>This does not apply when calling a customer back on a Verizon MDN and the customer initiated the call.</li></ul></li><li>For additional information on how to remark a customer's account, refer to the <a href="/content/km/categories/account-support/201639.html" target="_blank">Remarks Policy</a>.</li></ul></td></tr><tr><td style="text-align: left;" valign="top">a new inbound call is received before getting a chance to call back the customer</td><td style="text-align: left;" valign="top"><p>follow these steps:</p><ol><li>Access ACSS.</li><li>Send a dropped call text message by navigate to <b>ACSS Web</b> &gt; <b>Device Details</b> &gt; <b>Send Message</b> &gt; <b>Dropped</b> &gt; <b>Free VZW MSG-DO NOT REPLY</b> &gt; <b>I apologize that our call disconnected; I will call you back momentarily. Thank you for your patience</b>.</li><li>Make 1 attempt to reach the customer using 1 of the following:<ul><li>The alternate CBR number</li><li>The customer's MDN listed in ACSS</li></ul></li><li>Use the <a href="/content/km/categories/account-support/202086.html#rteWithHeader_-1521497221" target="_blank">Call Back Suggested Scripting</a>.</li><li>Continue the call through a resolution if the customer is reached.</li><li>Leave a message using the call back suggested scripting if the customer cannot be reached.</li><li>Remark the account and include the results of the interaction and any actions taken.</li></ol><p><span style="font-family: nhg-text-roman , Arial , sans-serif;">Note: See the </span><a href="/content/km/categories/channel-operations/222946.html" style="background-color: rgb(255,255,255);" target="_blank">Messaging OST</a><span style="font-family: nhg-text-roman , Arial , sans-serif;"> for more information regarding dropped chats.</span></p></td></tr><tr><td style="text-align: left;" valign="top">the customer requested a call back, a call back was promised or misinformation was provided during the initial call<br/></td><td style="text-align: left;" valign="top"><p> follow these steps:</p><ol><li>Call the customer on the CBR number provided. <ul><li>If the CBR is not valid, call the Verizon mobile number.</li></ul></li><li>Use the <a href="/content/km/categories/account-support/202086.html#rteWithHeader_-1521497221" target="_blank">Call Back Suggested Scripting</a>.<br/></li><li>Provide the customer with all of the information necessary to achieve First Call Resolution (FCR).<br/></li><li>Remark the account and include the result of the interaction and any action taken on the account. <ul><li>Example: Customer call back: Contacted (customer name) and provided proration information regarding the plan change made on (date) or Customer call back: Confirmed resolution.</li></ul></li></ol></td></tr><tr><td style="text-align: left;" valign="top">the customer has already been authenticated while on the customer's device but requires a call back on another line to further troubleshooting</td><td style="text-align: left;" valign="top"><div>follow these steps:</div><ol style="margin-bottom: 0.0px;"><li>Ask the customer to provide the number to call the customer back on.</li><li>Inform the customer to remain on the line until the customer is told to hang up.</li><li>Call the number.</li><li><span style="background-color: transparent;">Validate the person who answers the phone is the customer.</span><br/></li><li>Inform the customer to hang up the device while the representative troubleshoots on the other line, once validated.</li></ol></td></tr><tr><td style="text-align: left;" valign="top">the customer did not authenticate or if the call is disconnected prior to the customer answering the call back</td><td style="text-align: left;" valign="top"><div>follow these steps:</div><ol><li>Call the customer on either the CBR number provided or the Verizon mobile number.<br/></li><li>Use the <a href="/content/km/categories/account-support/202086.html#rteWithHeader_-1521497221" target="_blank">Call Back Suggested Scripting</a>.<br/></li><li>Provide the customer with all of the information necessary to achieve First Call Resolution (FCR).<br/></li><li>Remark the account and include the result of the interaction and any action taken on the account. <ul><li>Example: "Customer call back: Contacted (customer name) and provided proration information regarding the plan change made on (date) or Customer call back: Confirmed resolution."</li></ul></li></ol></td></tr></tbody></table>, Context: unable to complete using Winback flow. Note: For more information refer to Step 11 on Flex - Add a Line (ACSS Modernization).Authorized contacts for business and government customers have the option to reactivate service within 50 days of being disconnected if the customer meets the Reactivation Policy eligibility requirements. In some cases, the device must be reactivated immediately.When reactivating a customer from a voluntary disconnect, the customer must meet the eligibility criteria.See below for how to handle:Reactivating a Disconnected MDN (ACSS)ACSS Reactivation Restrictions and Processes Note: For Non-Pay D35 Reactivation requests on National Accounts, contact the B2B Collections Team Supervisor.Table: <table border="1" cellpadding="5" width="100%"><tbody><tr><td style="text-align: left;" valign="top" width="33%"><b>Error Message</b></td><td style="text-align: left;" valign="top" width="33%"><b>Definition</b></td><td style="text-align: left;" valign="top" width="33%"><b>Process</b></td></tr><tr><td style="text-align: left;" valign="top" width="33%">You are not authorized to proceed with this transaction.</td><td style="text-align: left;" valign="top" width="33%">User attempting to reactivate from a D35 disconnect is not on the D35 React Team.</td><td style="text-align: left;" valign="top" width="33%">Refer to<span class="prices"> </span>the <a href="/content/km/categories/account-support/202290.component.html?componentPath=/jcrcontent/pagecontent/contents/content-section/tabbedcontent/involuntary-disconnect/blockcontent" target="_blank">Involuntary Disconnect</a> section.</td></tr><tr><td style="text-align: left;" valign="top" width="33%">653 - MDN disconnected for fraud. User does not have correct security profile to reactivate MDN.</td><td style="text-align: left;" valign="top" width="33%">Customer was disconnected for fraud.</td><td style="text-align: left;" valign="top" width="33%">Refer to Fraud for assistance.</td></tr><tr><td style="text-align: left;" valign="top" width="33%">8189 - ESN/MEID not valid. </td><td style="text-align: left;" valign="top" width="33%"><p>The Device ID is invalid:</p><ul><li>All bytes of the Device ID are not A-F or 0-9.</li><li>The first byte of the Device ID is not A-F.</li></ul></td><td style="text-align: left;" valign="top" width="33%"><ol><li>Retrieve the decimal Device ID from the device.</li><li>Attempt to reactivate the MDN.</li></ol></td></tr><tr><td style="text-align: left;" valign="top" width="33%">ESN/MEID has device payment agreement and may not be able to be reactivated.</td><td style="text-align: left;" valign="top" width="33%"><ul><li>The Device ID is on a device payment agreement.</li><li>The MDN is unable to reactivate in ACSS.</li></ul></td><td style="text-align: left;" valign="top" width="33%">Review the reason for disconnection and take the appropriate steps to resolve.</td></tr><tr><td style="text-align: left;" valign="top" width="33%">8191 - ESN/MFG not valid.</td><td style="text-align: left;" valign="top" width="33%"><p>The Device ID is incorrect or invalid (i.e., the Device ID is on the Lost, Stolen or Negative List).</p><p>The MDN is unable to reactivate in ACSS.</p></td><td style="text-align: left;" valign="top" width="33%"><ul><li>Contact Tech Support through CTI to remove the Device ID from the Lost, Stolen or Negative List.</li><li><span style="background-color: transparent;">Refer to the </span><a href="/content/km/categories/account-support/202290.component.html?componentPath=/jcrcontent/pagecontent/contents/content-section/tabbedcontent/manual-reactivation/blockcontent" target="_blank">Manual Reactivation</a><span style="background-color: transparent;"> section.</span></li></ul><p> </p></td></tr><tr><td style="text-align: left;" valign="top" width="33%">8192 - MDN has Global Phone feature but no SIM.</td><td style="text-align: left;" valign="top" width="33%">Mobile number has the Global Phone feature, but no SIM card.</td><td style="text-align: left;" valign="top" width="33%"><ol><li>Verify the Global Phone feature is active on the account, and confirm the customer's SIM card number.</li><li><span style="background-color: transparent;">Start a Live Chat with the Service Desk to file a trouble ticket (if necessary).</span></li><li>Transfer the call to the Global Phone Support Team.</li></ol></td></tr><tr><td style="text-align: left;" valign="top" width="33%">8194 - Rented MDN cannot be reactivated.</td><td style="text-align: left;" valign="top" width="33%">Mobile number is a rental and cannot be reactivated.</td><td style="text-align: left;" valign="top" width="33%">Transfer the customer to Inside Sales, or refer the customer to Sales.</td></tr><tr><td style="text-align: left;" valign="top" width="33%">8195 - MDN was reactivated today on account. </td><td style="text-align: left;" valign="top" width="33%"><p>Only 1 reactivation is permitted per cycle.</p></td><td style="text-align: left;" valign="top" width="33%">MDN is unable to reactivate in ACSS.</td></tr><tr><td style="text-align: left;" valign="top" width="33%">8196 - MDN is not in the<span class="prices"> </span>correct status to reactivate.</td><td style="text-align: left;" valign="top" width="33%">MDN is no longer in an aging status, or the bill account is not in a valid status.</td><td style="text-align: left;" valign="top" width="33%"><ul><li>Refer to the <a href="/content/km/categories/account-support/202290.component.html?componentPath=/jcrcontent/pagecontent/contents/content-section/tabbedcontent/manual-reactivation/blockcontent" target="_blank">Manual Reactivation</a> section.</li><li>For accounts disconnected due to non-pay:<ul><li>Accept the customer's payment to bring the account current (minus ETF).</li><li>Transfer the customer to Porting, Activation &amp; Credit at 888-866-6924.</li></ul></li></ul></td></tr><tr><td style="text-align: left;" valign="top" width="33%">8197 - MDN on another account.</td><td style="text-align: left;" valign="top" width="33%">MDN is not available.</td><td style="text-align: left;" valign="top" width="33%">Suggest reactivation with a new MDN. If the customer agrees, refer to the <a href="/content/km/categories/account-support/202290.html?tab=tabbedcontent_tab1_id" target="_blank">Manual<b> </b>Reactivation</a> section.</td></tr><tr><td style="text-align: left;" valign="top" width="33%">8198 - MDN was reactivated once already on this account in this cycle.</td><td style="text-align: left;" valign="top" width="33%"><ul><li>Only 1 reactivation is permitted per cycle.</li><li>MDN is unable to reactivate in ACSS.</li></ul></td><td style="text-align: left;" valign="top" width="33%">Refer to the <a href="/content/km/categories/account-support/202290.component.html?componentPath=/jcrcontent/pagecontent/contents/content-section/tabbedcontent/manual-reactivation/blockcontent" target="_blank">Manual Reactivation</a> section.</td></tr><tr><td style="text-align: left;" valign="top" width="33%">8199 - MDN has past due balance more than $24.99 and has been disconnected for 50 days or less.</td><td style="text-align: left;" valign="top" width="33%">The customer's account is past due.</td><td style="text-align: left;" valign="top" width="33%"><p>Accept the customer's payment to bring the account current (past due must be paid in full (minus ETF) and refer to the Manual Reactivation section after the account is current.</p><p>Note:<span class="prices"> </span>If the MDN has been disconnected  for non-pay, transfer to Porting, Activation &amp; Credit through CTI or at 888-866-6924.</p></td></tr><tr><td style="text-align: left;" valign="top" width="33%">8200 - MDN deactivated more than 50 days ago.</td><td style="text-align: left;" valign="top" width="33%"><p>A new activation is required.</p></td><td style="text-align: left;" valign="top" width="33%">Transfer the customer to Inside Sales, or refer the customer to Sales.</td></tr><tr><td style="text-align: left;" valign="top" width="33%">8202 - Secure MDN - LDN cannot be reactivated.</td><td style="text-align: left;" valign="top" width="33%">A secure MDN (i.e., Local Directory Number [LDN]) is unable to reactivate in ACSS.</td><td style="text-align: left;" valign="top" width="33%"><ol><li>Confirm the customer is a Federal Account.</li><li>Transfer the customer to the<span class="prices"> </span>Business and Government Account Support Team (BGCO) through CTI.</li></ol></td></tr><tr><td style="text-align: left;" valign="top" width="33%">8203 - Bill prep is running.</td><td style="text-align: left;" valign="top" width="33%">The account is in bill preparation.</td><td style="text-align: left;" valign="top" width="33%">Advise the customer to call back during normal business hours to reactivate.</td></tr><tr><td style="text-align: left;" valign="top" width="33%">8206 - MDN ported in then was snapped back.</td><td style="text-align: left;" valign="top" width="33%">MDN is not available.</td><td style="text-align: left;" valign="top" width="33%">Suggest reactivation with a new MDN. If the customer agrees, refer to the <a href="/content/km/categories/account-support/202290.component.html?componentPath=/jcrcontent/pagecontent/contents/content-section/tabbedcontent/manual-reactivation/blockcontent" target="_blank">Manual Reactivation</a> section.</td></tr><tr><td style="text-align: left;" valign="top" width="33%">8208 - OnStar MDN. User does not have correct security profile to reactivate MDN.</td><td style="text-align: left;" valign="top" width="33%">MDN is for an OnStar device.</td><td style="text-align: left;" valign="top" width="33%">Follow the appropriate area process for assisting OnStar customers.</td></tr><tr><td style="text-align: left;" valign="top" width="33%">8212 - A pending/failed order exists, view order info for transactions.</td><td style="text-align: left;" valign="top" width="33%">There is a pending order.</td><td style="text-align: left;" valign="top" width="33%"><ol><li>Resolve or delete the pending order.</li><li>Reactivate the MDN.</li><li>Resubmit the order (if applicable).</li></ol></td></tr><tr><td style="text-align: left;" valign="top" width="33%">8221 - Security deposit was refunded. User does not have correct security profile to reactivate MDN.</td><td style="text-align: left;" valign="top" width="33%">The security deposit was refunded on or after the disconnect date.</td><td style="text-align: left;" valign="top" width="33%"><p>For accounts with a past due balance:</p><ol><li>Accept the customer's payment to bring the account current (minus ETF).</li><li>Transfer to Porting, Activation &amp; Credit using CTI or at 888-866-6924<span style="background-color: transparent;">.</span></li></ol></td></tr><tr><td style="text-align: left;" valign="top" width="33%">8224 - Prepaid converted to postpaid.</td><td style="text-align: left;" valign="top" width="33%">Customer was on prepaid service.</td><td style="text-align: left;" valign="top" width="33%">A prepaid-to-standard monthly migration prohibits reactivation.</td></tr><tr><td style="text-align: left;" valign="top" width="33%">ESN/MEID Active on another phone.</td><td style="text-align: left;" valign="top" width="33%">Device ID is already active.</td><td style="text-align: left;" valign="top" width="33%">Refer to the <a href="/content/km/categories/account-support/202290.component.html?componentPath=/jcrcontent/pagecontent/contents/content-section/tabbedcontent/manual-reactivation/blockcontent" target="_blank">Manual Reactivation</a> section.</td></tr><tr><td style="text-align: left;" valign="top" width="33%">Customer doesn't exist.</td><td style="text-align: left;" valign="top" width="33%">Customer was not located in the system.</td><td style="text-align: left;" valign="top" width="33%"><ol><li>Search the billing system using the customer's account number and MDN.</li><li>Attempt validation.</li></ol></td></tr><tr><td style="text-align: left;" valign="top" width="33%">Reconnect Failed - The current device has been reported lost or stolen by Asurion, or another carrier. If the customer has a replacement device from Asurion, use Device Change to activate it. If they found their lost device, have the customer call Asurion. Otherwise, help the customer activate or order a new device and SIM.</td><td style="text-align: left;" valign="top" width="33%"><ul><li>The Device ID has been added to the Negative list by Asurion or another carrier. </li><li>The system does not allow the Device ID to be reconnected on Verizon's network or manually removed from the Negative List (only Asurion or the carrier that places the Device ID on the Negative Deny List is able to remove it from the Negative Deny List).</li></ul></td><td style="text-align: left;" valign="top" width="33%"><ul><li>Offer to activate another Device ID on the MDN if the customer has one available. <ul><li>Service can be restored to the line, but only by activating a non-lost/stolen device on that line.<ul><li>When the Device Change transaction is completed to an authorized device, the line is reconnected automatically, and the previous lost/stolen device remains on the Negative List.</li></ul></li></ul></li><li>Customers must be advised that Verizon is unable to reconnect their device because it has been reported lost/stolen by another party.</li><li>If the customer does not have another device to activate on the line, offer to review the account for replacement options for another device.</li></ul></td></tr><tr><td style="text-align: left;" valign="top" width="33%">Reconnect Failed - The current device has been reported lost or stolen. If the customer has another Device and SIM to use, please use Device Change to activate them. Otherwise, please order a new SIM and help the customer use it to activate a different device.</td><td style="text-align: left;" valign="top" width="33%">The Device ID was added to the Negative List on a different account (A Device ID that is placed on the Negative List due to a Lost/Stolen suspend can only be reconnected on the same account from which it was reported as lost/stolen).</td><td style="text-align: left;" valign="top" width="33%"><ul><li>If the customer is the account owner/manager of the account in which the Device ID was reported as lost/stolen, the Device ID can be reconnected on that account.</li><li>If the customer is not the account owner/manager of the account in which the Device ID was reported lost/stolen, advise that Verizon is unable to reconnect the device due to it has been reported lost/stolen by another party and offer to activate another device.</li><li>If the customer does not have another device to activate on the line, offer to review the account for replacement options for another device.</li></ul></td></tr></tbody></table>, source_sentence: How can customers enable or disable the Safety Mode feature on the new Verizon Plan?
sentences: Context: to OLT VZW93333. Once toggled, these buttons cannot be turned off until the customer completes additional verification. Use the following positioning: "In order for us to continue setting up service, additional information is needed for your application".Non-Pay Fraud (NPFRD) The non-commissionable Sales ID NPFRD can be used in store and In-Store Pickup transactions by a manager to mitigate the risk of potential future chargebacks due to Fraud disconnects. Use of this Sales ID should only be used after other options have been exhausted, to prevent fraudulent activations. Refer to Sales ID Definitions and Employee Use of Them for full details.Table: <table border="1" cellpadding="5" cellspacing="0" width="100%"><tbody><tr><th style="text-align: center;" valign="top" width="5%">Step</th><th style="text-align: left;" valign="top">Action</th></tr><tr><td style="text-align: center;" valign="top" width="5%">1</td><td style="text-align: left;" valign="top">Witness the behavior.<br/></td></tr><tr><td style="text-align: center;" valign="top" width="5%">2</td><td style="text-align: left;" valign="top"><p>Access the JSN form through the URL and begin to input the relevant information.</p><ol><li>Select the appropriate form (either ID Fraud or First Party Fraud)<br/></li><li>Input the Manager's (the individual who is completing the form) USWIN in the Rep ID section.<br/></li><li>Select at least 1 observation from the first set of observations and at least 2 observations from the transaction section.<br/><ul><li>Do not simply select yes for all of the observations. This information may be used to assist the legal team in the event of an escalation or lawsuit.<br/></li></ul></li></ol></td></tr><tr><td style="text-align: center;" valign="top" width="5%">3</td><td style="text-align: left;" valign="top">Submit the form and communicate the talk track below to the customer.<br/></td></tr></tbody></table>, The Safety Mode feature must be enabled/disabled on the new Verizon Plan within the new My Verizon app, My Business, CS or by adding or removing the feature through POS. Note: Any removal of Safety Mode (via the new My Verizon app, My Verizon (online), My Business or CS) is future-dated to the beginning of the next bill cycle. When calling 611, customers who are in Safety Mode will hear, "You are in Safety Mode. You will return to full 4G LTE speed at the beginning of your next bill cycle on (cycle end date).", Context: Fee Promotion ComplianceCustomers pay a $35 activation fee when activating a tablet on a 2-year contract, month-to-month plan or device payment agreement at retail price and with Bring Your Own Device (BYOD). There is no suspension or reconnection fee when a customer reconnects after being on a 90-day suspend. Customers who do not activate their tablet with Verizon prepaid or post-pay data plans can use their tablet on Wi-Fi service where available. These customers have the option to activate their tablets at any time. Activating on a data plan (standard monthly) has a $35 activation fee. Refer to Prepaid Activations.Table: <table border="1" cellpadding="5" cellspacing="0" width="100%"><tbody><tr><td style="text-align: left;" valign="top" width="20%"><b>Channel</b></td><td style="text-align: left;" valign="top" width="80%"><b>Process</b></td></tr><tr><td style="text-align: left;" valign="top" width="20%"><span style="font-weight: normal;">Retail</span></td><td style="text-align: left;" valign="top" width="80%"><p><span style="background-color: transparent;">Use reason code Manager Discretion. </span></p><p><span style="background-color: transparent;">Note: Other Charges and Credits (OCC) cannot be used to waive the upgrade fee.</span></p></td></tr><tr><td style="text-align: left;" valign="top" width="20%"><span style="font-weight: normal;">CS</span></td><td style="text-align: left;" valign="top" width="80%"><p><span style="background-color: transparent;">Use the correct promo code for offers that include upgrade fee waivers to prevent having to waive the fee later.</span></p><ul><li><span style="background-color: transparent;">If waiving the fee later as a resolution for a documented broken promise,<span class="prices"> </span>apply the OCC against the line item charge.</span></li><li>Refer to <a href="/content/km/categories/account-support/203967.html" target="_blank">CS and Retail Other Charges &amp; Credits (OC&amp;C)</a><span class="prices"> </span>for the activation/upgrade fee OC&amp;C policy.</li></ul></td></tr><tr><td style="text-align: left;" valign="top" width="20%"><span style="font-weight: normal;">Indirect</span></td><td style="text-align: left;" valign="top" width="80%"><p><span style="background-color: transparent;">Follow BAU process.</span><br/></p><p>Note: Any decision to reduce or waive the upgrade fee must be justified and remarked.<br/></p></td></tr><tr><td style="text-align: left;" valign="top" width="20%"><span style="font-weight: normal;">Costco</span></td><td style="text-align: left;" valign="top" width="80%"><p>Does not have the functionality to waive upgrade and activation fees.</p><p>Note: For all up fee waivers, location needs to submit the request through the Costco Kiosk<a href="https://app.smartsheet.com/b/form/69360a4d204e4763a8f12a9641624f57" target="_blank"> VSL form</a>. </p></td></tr></tbody></table>, source_sentence: What happens to the $20 monthly discount on a smartphone line activated with Bring Your Own Device (BYOD) if the line enters into a 1 or 2-year term contract?
sentences: Overview The TravelPass Bank allows customers to visualize and manage TravelPasses that have been granted as days on us from: Verizon Signature Benefits Verizon Visa Credit Card Location The TravelPass Bank is in the My Verizon app > Verizon Up > Keep track of it all: Open the MyVerizon app. Select Verizon Up. Select Keep track of it all. Select TravelPass. In the TravelPass Days tile, select Manage. Assign or transfer TravelPass Days to the desired MDN(s). Details Users can see the: Issue date Expiration date Used on date Country used in Note: Some promotional TravelPass days can be reassigned to other lines on the account. Refer to the Current Promos tab to check eligibility to reassign. To view TravelPass Bank details: In ACSS, select the Plan tab at the top of the window. In the Services & Perks and Promotions section, select International Services. TravelPass Bank details for the selected MDN are shown at the bottom of the section. Select the hyperlink Account-Level travel pass to view bank details for all account MDNs., Flexible Business Plan customers are eligible for a monthly discount on the smartphone access charge if they meet certain eligibility requirements. $20 discount off of smartphone lines activated with Bring Your Own Device (BYOD). Monthly discount is retained until the line enters into a 1 or 2-year term contract. Upgrades with BYOD or out of contract are not eligible. $20 discount off of smartphone lines activated or upgraded with a device payment. The monthly discount is retained even after the device payment loan is paid off until the line enters into a 1 or 2-year term contract. A line that is being upgraded must complete its existing contract term (if applicable) prior to being eligible for discount. Example: A $65 smartphone access charge minus an 8% business discount is $59.80. If the customer purchased the device through device payment, the customer receives an additional $20 monthly access discount. The monthly smartphone access charge is $39.80. Note: Customers who qualify for the $20 discount retain it as long as they continue to meet the requirements. Government customers are not eligible for device payment but can get BYOD discount if Flex plans are in their contract. See Eligible Customers section above. CLEU discounts are applied prior to monthly access discounts. The expired $30 device payment promo is no longer available on the Flex plan. The plan was available between 11/16/16 - 9/30/17. Customers with a previous promotion keep it until the requirements are no longer met (e.g., out of contract or on device payment). The $30 discount falls off if the customer enters into a new device payment and is replaced with the current device payment $20 discount. The expired promotion codes are not available to be added manually. Availability Available to all: POS systems, including ACSS and My Business Accounts. B2B customers eligible for Flexible Business. How to Apply It If the customer is eligible but does not have this promotion, in ACSS follow the path: Promotions > Line Level Promotions > Promotion Maintenance > Current Features/Promotions., Context: tab in the Equipment Guide for ETF charge by device.Transactions affecting an ETF charge: Exchanging a smartphone for a basic phone or a basic phone for a smartphone Returning a device and going back to the customer's original device Upgrading from a smartphone to a basic phone ($175 ETF) Accepting a loyalty offer with a 1-year service term ($175 ETF) Service transfers and account consolidations ($350 ETF) Transactions with no affect on the ETF charge: Exchanging a smartphone for a smartphone or a basic phone for a basic phone CLNRs and Insurance Replacements Service transfers and account consolidations Alternate upgradesTable: <table border="1" cellpadding="5" width="100%"><tbody><tr><th style="text-align: left;" valign="top" width="15%">Months Completed</th><th style="text-align: left;" valign="top" width="15%">Smartphone $350</th><th style="text-align: left;" valign="top" width="20%">Non-Smartphone / Equipment / Loyalty</th><th style="text-align: left;" valign="top">Hum by Verizon</th></tr><tr><td style="text-align: left;" valign="top" width="15%">Initial ETF</td><td style="text-align: left;" valign="top" width="15%">$350</td><td style="text-align: left;" valign="top" width="20%">$175</td><td style="text-align: left;" valign="top">$120</td></tr><tr><td style="text-align: left;" valign="top" width="15%">0 - 6</td><td style="text-align: left;" valign="top" width="15%">No decrement</td><td style="text-align: left;" valign="top" width="20%">No decrement</td><td style="text-align: left;" valign="top">The Hum ETF decreases $5 for each completed month of the contract.</td></tr><tr><td style="text-align: left;" valign="top" width="15%">7 - 17</td><td style="text-align: left;" valign="top" width="15%">Minus $10/month</td><td style="text-align: left;" valign="top" width="20%">Minus $5/month</td><td style="text-align: left;" valign="top">n/a</td></tr><tr><td style="text-align: left;" valign="top" width="15%">18 - 22</td><td style="text-align: left;" valign="top" width="15%">Minus $20/month</td><td style="text-align: left;" valign="top" width="20%">Minus $10/month</td><td style="text-align: left;" valign="top">n/a</td></tr><tr><td style="text-align: left;" valign="top" width="15%">23</td><td style="text-align: left;" valign="top" width="15%">Minus $60</td><td style="text-align: left;" valign="top" width="20%">Minus $30</td><td style="text-align: left;" valign="top">n/a</td></tr><tr><td style="text-align: left;" valign="top" width="15%">24 (Final ETF amount)</td><td style="text-align: left;" valign="top" width="15%">Minus $80 or $0</td><td style="text-align: left;" valign="top" width="20%">Minus $40 or $0</td><td style="text-align: left;" valign="top">n/a</td></tr></tbody></table>, source_sentence: What are the requirements for a Temporary Driver's License to be considered an acceptable form of ID?
sentences: Service members that qualify have the following benefits: Military ECPD profile is not a requirement for a Military Suspend. Military customers can consecutively suspend service up to 3 years and 90 days. Suspending service is limited to voice lines of the service member and eligible family members. See disconnect options for data only lines. Device payments are suspended for the duration of the suspension. Military suspends do not disqualify promotions. Promotions automatically resume when the line is reactivated. Verizon provides early SIM unlocking for Military customers relocating overseas or outside of the coverage area. The device automatically unlocks 1 business day after the military suspension goes into effect. Do not file an appeal request., An acceptable form of ID must be presented and verified for all transactions requiring authentication. Acceptable individual IDs (Authorized Contact IDs) are: US State Issued Driver's License US State Issued ID Temporary Drivers License within last 60 days (requires receipt accompanied by expired driver's license) Military ID: Can be used to confirm customer identity, but is View Only Cannot be copied, faxed or scanned for any purpose US Passport (book/ID card) A passport (book/ID card) issued to an 8 year old may be valid for 10 years, but may not contain a verifiable image of the adult customer when the customer presents this ID at the age of 18. US VISA Resident Alien Card A Resident Alien card issued without an expiration must include a photo of the customer as an adult and not as a child or infant. Tribal Card Canadian Driver's License See Completing a Canadian Credit Application for more information. Puerto Rico Driver's License Matricula Consular Acceptable from: Mexico Argentina Brazil Ecuador Guatemala The Republic of Korea Note: Any photo copies made must be shredded after the transaction is complete. A supplemental ID is not required unless the credit application is placed on hold for additional verification. Customer must be 18 years of age or older. Customers in Alabama must be 19 years of age or older. Photo and non-photo IDs must be valid and current to be used in the verification process. Includes IDs that do or do not have an expiration date indicated on the ID Digital Identification is not accepted as a valid form of identification at this time., Context: these steps: Verizon gift cards cannot be: Applied to a customer's bill when enrolled in Billing On Behalf Of (BOBO) or any combined services bill Used to pay charges that do not appear on a Verizon billHandling Misapplied Payments for ONE-BILL Complete a Payment Hub request when the customer’s payment was applied incorrectly to Verizon Wireless or Verizon Communications. Transfer Payment from Verizon Communications to Verizon Wireless - Payment Hub Specifics Payment Hub Specifics - Transfer Payment from Verizon Wireless to Verizon Communications In this situation the customer made a payment to Verizon wireless that was intended for Verizon communications.Table: <table border="1" cellpadding="5" cellspacing="0" width="100%"><tbody><tr><th style="text-align: center;" valign="top" width="5%">Step</th><th style="text-align: left;" valign="top">Action</th></tr><tr><td style="text-align: center;" valign="top" width="5%">1</td><td style="text-align: left;" valign="top">Select <b>Request Type</b> &gt; <b>Investigate Payment.</b></td></tr><tr><td style="text-align: center;" valign="top" width="5%">2</td><td style="text-align: left;" valign="top"><p>Include the following in <b>Remarks</b>:</p><ul><li>ONE-BILL customer needs to have VZW Gift Card payment posted to their account</li><li>Gift Card PIN #</li></ul><p>Note: Do not include the gift card number in the remarks.</p></td></tr><tr><td style="text-align: center;" valign="top" width="5%">3</td><td style="text-align: left;" valign="top"><p>Select the amount of gift card value for <b>Payment Amount</b>.</p></td></tr><tr><td style="text-align: center;" valign="top" width="5%">4</td><td style="text-align: left;" valign="top">Select today's date for <b>Payment Date</b>.</td></tr><tr><td style="text-align: center;" valign="top" width="5%">5</td><td style="text-align: left;" valign="top">Select <b>ACH</b> for <b>Payment Method</b>.<ul><li><b>Routing Number</b><span style="font-family: nhg-text-roman , arial , sans-serif;">: Input all 1s (requires 9 digits) into this field (e.g., 111111111)</span></li><li><span style="font-family: nhg-text-roman , arial , sans-serif;"><b>Bank Account Number</b>: Input the gift card number into this field</span></li></ul></td></tr><tr><td style="text-align: center;" valign="top" width="5%">6</td><td style="text-align: left;" valign="top">Submit the request.<br/></td></tr></tbody></table>, source_sentence: What was the new name given to the Administrative Charge on June 22, 2022?
sentences: Context: shows as delivered by the carrier but never received by the Centralized Returns and Testing Center (CRTC):Occasionally, customers misplace return-shipping labels used to send in expected devices from a device payment upgrade or Annual Upgrade. Orders Fulfilled by a Direct Channel If the order was fulfilled by a Direct Channel (e.g., Retail, CS, Telesales or Online): Order Does Not Give a Shipping Label, Customer a Computer/Printer or the Order was Processed by Indirect If an order does not give a shipping label email option, the customer does not have access to a computer/printer or the order was processed by Indirect:Table: <table border="1" cellpadding="5" cellspacing="0" width="100%"><tbody><tr><th style="text-align: center;" valign="top" width="5%">Stage</th><th style="text-align: left;" valign="top" width="15%">Who</th><th style="text-align: left;" valign="top">Does What</th></tr><tr><td style="text-align: center;" valign="top" width="5%">1</td><td style="text-align: left;" valign="top" width="15%">General Manager<br/></td><td style="text-align: left;" valign="top"><p>Follows these steps:</p><ol><li>Review the order and validate the requirement for an override.</li><li>View the Device ID associated with original device payment agreement by reviewing the account, original order or original device payment agreement.</li></ol></td></tr><tr><td style="text-align: center;" valign="top" width="5%">2</td><td style="text-align: left;" valign="top" width="15%">General Manager or Authorized Solution Specialist<span class="prices"> </span>Band 6 or above<br/></td><td style="text-align: left;" valign="top">Requests the override by calling the ECS IVR at 888-866-6924 and selecting the appropriate prompt.</td></tr></tbody></table>, Context: customer. Do not tell the customer that the Customer Agreement only allows termination of a contract without an ETF if the change has a material adverse effect on the customer is to the calling plan. If the customer is undecided, the Supervisor/Support Coordinator must apply the credit and note the account accordingly. Refusal to Pay There is no "Refusal to Pay" process for the TUSC. Let customers know that, if they do not pay the surcharge, it continues to show as a balance owed on the account, which can cause interruption of their service for failing to pay billed charges.Table: <table border="1" cellpadding="5" cellspacing="0" width="100%"><tbody><tr><td> </td><td><b>6/22/22 Changes</b></td><td><b>12/1/22 Changes</b></td></tr><tr><td valign="top"><b>What Changed?</b></td><td valign="top">The Administrative Charge was renamed the Administrative and Telco Recovery Charge.<br/><br/>The charge was increased to $3.30 per voice line. </td><td valign="top">The charge increased to $1.40 per data-only line.<br/></td></tr><tr><td valign="top"><b>Customer Notifications</b></td><td valign="top">Beginning 5/23/2022 and running through 6/22/2022, the following appeared on all Consumer Bills:<br/><br/>Notice of Changes to Administrative Charge:<br/>Effective June 23, 2022, the monthly Verizon Wireless Administrative and Telco Recovery Charge (formerly the Verizon Wireless Administrative Charge) for voice-capable devices will increase from $1.95 to $3.30 per line. The charge for data-only devices will remain $0.06. The increased charge and updated name will appear on your next bill. For further information regarding the “Admin &amp; Telco Recovery Charge,” review the “Explanation of Surcharges” section of the bill.</td><td>Beginning 11/1/2022 and running through 11/30/2022, the following appeared on all Consumer Bills:<br/><br/>Notice of Changes to Administrative and Telco Recovery Charge:<br/>Effective December 1, 2022, the monthly Verizon Wireless Administrative and Telco Recovery Charge for data-only plans will increase from $0.06 to $1.40 per line. If you have a device on a data-only plan on your account, the increased charge will appear on your next bill. Customers on 5G Home internet and LTE Home Internet plans will not see a monthly increase. The charge for plans with voice service will remain $3.30 per line. For further information regarding the “Admin &amp; Telco Recovery Charge,” review the “Explanation of Surcharges” section of the bill.<br/><br/></td></tr><tr><td valign="top"><b>Positioning for Customer Inquiries</b></td><td valign="top">Mr/Ms Customer,<br/>I want to help you understand the Administrative and Telco Recovery Charge and other fees or surcharges on your bill.<br/>The notification that you received states that the Administrative and Telco Recovery Charge will increase by $1.35 per voice line to $3.30, effective your June bill. <br/><br/>Verizon reviews the Administrative and Telco Recovery Charge from time to time and makes adjustments to recover some of the administrative and telco expenses and costs of complying with regulatory requirements we incur to provide service.<br/>Other fees included on your bill are listed out by line item on your bill and you can reference them at any time. I would be happy to assist with any additional questions you might have on your bill.</td><td>Mr/Ms Customer,<br/>I want to help you understand the Administrative and Telco Recovery Charge and other fees or surcharges on your bill.<br/>The notification that you received states that the Administrative and Telco Recovery Charge will increase from $0.06 to $1.40 per data-only line, effective your December bill.<br/><br/>Verizon reviews the Administrative and Telco Recovery Charge from time to time and makes adjustments to recover some of the administrative and telco expenses and costs of complying with regulatory requirements we incur to provide service.<br/>Other fees included on your bill are listed out by line item on your bill and you can reference them at any time. I would be happy to assist with any additional questions you<br/>might have on your bill.</td></tr></tbody></table>, To access Payment Hub for Retail Sales: Users do not need to submit an Automated CS Request (ACSR) for basic access. Use the Payment Hub application to submit a Payment Investigation on behalf of the customer. Retail sales can access Payment Hub in the following manner: Search InfoManager for ‘Payment Hub Tool’ My POS > External Services > Payment Hub Note: To report a Payment Hub app error, use either option below: Open a Self-Help Ticket and select category: Payment Hub Call IT Support at 866-899-4872 and a ticket is opened and dispatched to the Payment Hub Support team for resolution.
pipeline_tag: sentence-similarity
library_name: sentence-transformers
metrics: cosine_accuracy@1, cosine_accuracy@3, cosine_accuracy@5, cosine_accuracy@10, cosine_precision@1, cosine_precision@3, cosine_precision@5, cosine_precision@10, cosine_recall@1, cosine_recall@3, cosine_recall@5, cosine_recall@10, cosine_ndcg@10, cosine_mrr@10, cosine_map@100
model-index: name: SentenceTransformer based on sentence-transformers/all-MiniLM-L6-v2
results: task: type: information-retrieval
name: Information Retrieval
dataset: name: Unknown
type: unknown
metrics: type: cosine_accuracy@1
value: 0.5717637856863512
name: Cosine Accuracy@1
verified: no, type: cosine_accuracy@3
value: 0.7684786859601095
name: Cosine Accuracy@3
verified: no, type: cosine_accuracy@5
value: 0.8271411810715682
name: Cosine Accuracy@5
verified: no, type: cosine_accuracy@10
value: 0.8869769260852561
name: Cosine Accuracy@10
verified: no, type: cosine_precision@1
value: 0.5717637856863512
name: Cosine Precision@1
verified: no, type: cosine_precision@3
value: 0.25615956198670314
name: Cosine Precision@3
verified: no, type: cosine_precision@5
value: 0.16542823621431363
name: Cosine Precision@5
verified: no, type: cosine_precision@10
value: 0.08869769260852563
name: Cosine Precision@10
verified: no, type: cosine_recall@1
value: 0.5717637856863512
name: Cosine Recall@1
verified: no, type: cosine_recall@3
value: 0.7684786859601095
name: Cosine Recall@3
verified: no, type: cosine_recall@5
value: 0.8271411810715682
name: Cosine Recall@5
verified: no, type: cosine_recall@10
value: 0.8869769260852561
name: Cosine Recall@10
verified: no, type: cosine_ndcg@10
value: 0.7310444263079772
name: Cosine Ndcg@10
verified: no, type: cosine_mrr@10
value: 0.6808527478257616
name: Cosine Mrr@10
verified: no, type: cosine_map@100
value: 0.6849647737942952
name: Cosine Map@100
verified: no
Likes: 0 | All-time downloads: 9
Created: 2025-01-09 17:17:36