Question: A customer service representative ( CSR ) gets a phone call from a customer to ask about possible associated accounts, policies, claims, and billing, etc.

A customer service representative

(

CSR

)

gets a phone call from a customer to ask about possible associated accounts, policies, claims, and billing, etc. The customer does not remember any account number or policy number.

What is the best way

(

fewest number of steps

)

for the CSR to find the information about this customer quickly?

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