Scripts for US Passport Calls

As passport experts, knowing the answers to common questions about US passports is important. To help you provide the best customer service possible, here are some suggested spiels designed to help you quickly and accurately answer US passport-related questions.

SERVICE FEE

Q: What did I pay for?

A: The "fee amount" you paid is our online fee, which covers personalized assistance throughout the application process and access to fill out official passport forms online via the PDF editor. We provide customized, easy-to-understand packet instructions. We offer unlimited corrections to avoid any mistakes and answer any passport-related questions you may have. You also get a 50% discount if you apply for EIN or Travel Program applications like Global Entry or TSA PreCheck. 

Q: Do I need to pay for your service to renew/apply for my passport? Does everyone have to do this?

A: We are an optional third-party service provider that specializes in helping you with your passport application. We provide assistance by filling out the necessary forms and answering any passport-related questions you may have.

Q: You are deceiving people into believing that your website is the official government site, which is fraudulent and constitutes a scam.

A: We are sorry for any confusion about our service fee. To be clear, our service and the passport fees are two different payments. We strive to assist those who are not familiar with how to apply for or renew a passport. Our PDF editor can help you fill out the right form and provide step-by-step instructions to guide you through the entire process. How would you like us to proceed with your order?

STATUS OF APPLICATION/WHAT TO DO NEXT

Q: What do I need to do next in order to apply for or renew my passport?

A:

DS-11 (New Passport Application)

Gather all the documentation outlined in the packet instructions we emailed you: proof of citizenship, valid ID, and passport photo. After you have gathered all these items, download the form from the email we sent, and print it out. Please make sure all the information is correct. When you have everything ready, schedule an appointment at your closest passport acceptance facility. Remember to not sign the form before showing up to the office, as the acceptance agent must witness the signing.

NOTE: Encourage the customer to call the acceptance facility to check if a scheduled appointment is needed. Let them know that you will email them a link so they can easily find the nearest facility in their area.

Instructions for DS11 vary depending on a couple of factors:

1. If the person applying is an Adult Click here to see the instructions the client receives 
2. If the person applying is 16-17 years old Click here to see the instructions
3. If the person applying is 15 years or younger Click here to see the Instructions 
4. If the person applying is submitting a DS11 because their previous passport was lost, stolen, or damaged. (They will also submit a DS64 which is the form to report a lost/stolen passport) Click here to see the instructions clients receive 

DS-82 (Renewal Application)

Print the DS-82 form emailed to you, and check for any mistakes. Sign and date the form where it says "Applicant's Legal Signature". Gather your recent passport and/or card, one passport photo, and a name change document (if applicable). Include the fees for (Passport Book/Card/Both) Renewal ($30 for card only, $130 for passport book only, or $160 for both) in either a check or money order payable to "U.S. Department of State" with the applicant's full name and date of birth printed on the front. Place all documents in an envelope, attach the pre-paid shipping label, and drop it off at your local USPS office or a USPS drop-off mailbox.

Click here to see the instructions the client receives 

DS-64 (Lost, Stolen, or Damaged valid passport)

If a customer requested a new passport and their form indicates:

follow DS-11 instructions. Click here to see the instructions the client receives 

If NOT, In order to complete your application, you must first download the packet instructions and print it out. Review the form for any mistakes and remember to sign in Section 3. Additionally, you will need to provide a photocopy of a government-issued photo identification (front and back). Insert your ID copy and signed form into the envelope provided and include it along with your documents. After sealing the envelope, it must be mailed via USPS delivery to the address:

ATTN: CLASP
U.S. Department of State CA/PPT/S/50&/$63 44132 Mercure Cir
P.O. Box 1227
Sterling, VA 20166-1227

Click here to see the instructions the client receives 

Q: What is the status of my application?

A: If you chose to expedite the process, your application will be processed in 7-9 weeks. If you chose the standard process, that may take around 10-13 weeks. You can find out the status of your application by either using the link I will provide to you in an email or by calling the NPIC. Do you have a pen and paper handy? 1-877-487-2778.

**Send "STATUS" passport macro to cx

Q: The status of my application has been showing "not available" for weeks. Could you please explain why that is the case?

A: Your application status is an important indicator of where your passport application is in the processing timeline. When the status is "Not Available," it means your application is in transit to a passport agency or center. You can expect to move from this status to "In Process" within 2 weeks. Once your application is "In Process," it will be reviewed and, if approved, your passport will be printed. When your passport is ready, it will be mailed to the address provided on your application. The amount of time it takes to receive your passport in the mail is not included in our processing times, which also means it could take up to 8 weeks for your other supporting documents (birth certificates, previous passports, etc.) to arrive.

PASSPORT CARD/PASSPORT BOOK

Q: How can I apply for a passport card?

Probing Question: Have you applied for a passport before or is this a new application?

**Ensure that cx is eligible for either DS-82 or DS-11 before answering.

If cx will use DS-82: answer using A1. DS-11: answer using A2.

A1: If you are looking to renew your passport, you can do so while simultaneously applying for a new passport card. If you're eligible for passport book renewal, you can still apply for your first passport card using Form DS-82. Along with the form, you'll need to submit your passport book, a passport photo, and the payment for the card. 

A2: You can submit an updated form to request a passport card and passport book. Please be aware that separate fees will apply for both.

Q: Is it possible to request a new passport card while I am renewing my passport book? I lost my passport card and need a replacement.

Probing Question: Is your lost passport card still valid?

If No - answer using A1. If Yes - answer using A2.

A1:  Yes, it is possible to request a new passport card together with renewing your passport book. You will need to submit a DS-11 form for the passport card and a DS-82 form for the book. 

A2: Yes, it is possible to request a new passport card together with renewing your passport book. You will need to submit a DS-11 and DS-64 form for the passport card and a DS-82 form for the book. 

Q: Is it possible to use a passport card to apply for a passport book using DS-82 form?

A: If your passport card is eligible for the DS-82 form, you can use it to request your first passport book. Along with the form, you'll need to submit your passport card, a passport photo, and the payment for the book.