Before the interview begins, use normal procedures to establish identity per GN 03360.005A.1.c.
Follow identity verification instructions outlined in GN 00203.015, Considerations in Telephone Interviewing and GN 00203.020A, Identity of Claimants.
NOTE: Use the Customer Service Record Query (CSRQ) to retrieve consolidated identity and
benefit information, SM 31020.001 through SM 31020.155.
Ask the beneficiary or the representative payee to provide the following identifying
information:
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place of birth. If our records do not have a place of birth, ask another piece of
information (e.g. father’s name);
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complete mailing address, including city, state, and zip code; and
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at least one other item of information available in our system of records (such as
the benefit amount or the names of other persons on the record).
NOTE: If the interview is face-to-face, request to see photo identification.