Tips for Success

• Speak naturally and clearly in a quiet environment.
• Use mute when you're not speaking.
• Avoid the use of cellular phones or speaker phones.
• Have information available and organized before you call.
• Switch to touch‐tone if the IVR doesn't recognize your voice.
• You don't need to wait for a prompt to try touch‐tone; it is available throughout the IVR system. You can say “main menu” or “repeat that” throughout the application, as needed. You can press “9” to move to the next topic within each option. You can also use the “*” key to repeat information.
• You can switch between speech and touch‐tone throughout the call (e.g., speech for HICN or MBI) and touch‐tone for beneficiary name). However, you can’t combine speech and touch‐tone when providing a single element (e.g., you cannot speak the numbers in an  MBI and try to enter letters  via touch‐tone).

Revised 7/17/2025