TAP RECOMMENDATION
41674 The committee developed the following script:
All customer service representatives are currently assisting other callers.
Your approximate wait time is XX minutes.
You may continue waiting, or you can leave your telephone number for a callback within xx minutes without losing your place in the queue.
If you prefer a callback. Please press 1. Otherwise, you will remain on hold.
Please enter the 10-digit phone number where you would like to receive the callback.
You will receive your callback at xxx-xxx-xxxx. If this is correct, press 1. To enter a different number, press 2.”
You will receive your callback within 15 to 25 minutes. Please be advised that the call will come in showing [area code 304 or “US Government”] on your caller id. Goodbye.
41674
Thank you for your recommendation on the script to be used for customer callback.
In 2019, the IRS incorporated a call script for customer callback that closely resembles the recommended TAP script.
IRS Call Script:
• Our customers are answered in the order received, so please do not hang up. The next available representative will be with you as soon as possible.
• We estimate your wait time to be between xx and xx minutes.
(where xx to xx is 15 to 30 OR 30 to 60)
• Rather than wait on hold, we can call you back when it’s your turn.
• To receive a callback, press 1. Please hold while your call is transferred to our callback service.
• Please enter the 10-digit phone number where you would like to receive the callback.
• You will receive your callback at xxx-xxx-xxxx. If this is correct, press 1. To enter a different number, press 2.
• You will receive your callback in XX minutes from now (where xx is 20, 29, 38, 47, or 56 minutes depending on the estimated wait time calculation)
• Goodbye.
There were systemic issues with consistently displaying the correct Caller ID with land lines and various wireless providers. Therefore, the caller ID was not incorporated.
TAP RECOMMENDATION
41405 Should it be approved that additional options are needed to ensure taxpayers have the ability to acquire an IP PIN and/or the IRS wants to relax the appear-in-person requirements for Victims of ID Theft Issued Letter CP 5747C, then one suggestion would be to utilize a system already in place as an acceptance agent, such as existing Low Income Taxpayer Clinic (LITC) sites. Then make the following changes.
41405
Currently, eligible taxpayers may opt-in to receive an IP PIN that will proactively protect their tax account from a fraudulent filing. The opt-in process uses the Get an IPPIN web tool and requires identity verification through the secure access application. We are currently exploring alternative methods for obtaining an IP PIN that would be tailored to low income taxpayers and provide options for verification other than through secure access. Once the alternative methods for taxpayers to obtain an IP PIN are available, we will update the information on IRS.gov. We will also advise our customer service representatives (CSRs) of all the options available to taxpayers to obtain an IP PIN.
We are currently exploring alternative methods for obtaining an IP PIN that would be tailored to low income taxpayers and provide options for verification other than through secure access. Once the alternative methods for taxpayers to obtain an IP PIN are available, we will update the information on IRS.gov. We will also advise our customer service representatives (CSRs) of all the options available to taxpayers to obtain an IP PIN.
We feel making updates to the Form 1040 instructions, page 25, would not be appropriate at this time. The information on page 25, Form 1040 instructions, is not meant to provide guidance on how to apply for an IP PIN. The information explains how to input an IP PIN that has already been assigned to the taxpayer. Annually, taxpayers with an existing IP PIN requirement, receive a notice (CP01A) with a new IP PIN to use on filings for that year. The telephone number (800) 908-4490, and the IRS.gov/CP01A website are references to assist taxpayers who lost their IP PIN or did not receive a notice CP 01A as expected.
