Screen Pop (Automated Telephone Application)

We established Screen Pop to speed up verification for the individuals mentioned above. Screen Pop asks callers that want to speak to an agent, on the National 800 Number Network (N8NN), to enter their Social Security Number (SSN) using their telephone keypad or speech technology. The automated Screen Pop application collects the SSN and routes it to the ‘Start New Call’ Customer Help and Information (CHIP) screen. Functionality for the Screen Pop application ends once the SSN connects to the CHIP screen, and the SSN routes to the agent’s screen. When the call connects to the N8NN agent, the agent can use the SSN to access the caller’s record as needed. This collection is not mandatory; there is a bypass mechanism in place so a caller can connect to an agent. The respondents are members of the public that call the N8NN and speak to an agent.

The latest form for Screen Pop (Automated Telephone Application) expires 2027-07-31 and can be found here.