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Colorado labor department rolls out updated virtual agent for callers

The virtual agent will now be able to look up information related to an individual's specific claim, the labor department said.

COLORADO, USA — The Colorado Department of Labor and Employment (CDLE) is rolling out phase two of its virtual agent that will be able to provide callers with more personalized support.

Virtual agent

The virtual agent can now search for information specific to a callers' claim, and CDLE encouraged anyone waiting for a callback to attempt calling again, to see if the virtual agent can provide support.

CDLE said that more than 350,000 callers have interacted with the virtual agent since it was rolled out in July, and that 17% have requested a callback.

The decrease in callback request is allowing CDLE to work through the backlog of calls it has received. Currently, CDLE said there are callback appointments available in early September.

CDLE said all callers are automatically directed to the virtual agent except for Spanish callers. CDLE said it plans to expand the virtual agent to Spanish callers when phase three is rolled out.

Video Below: Full CDLE press conference from Thrusday.

Fraud

CDLE said it is seeing an increase in individuals who did not file for unemployment receiving ReliaCards with benefits in the mail.

Most likely, CDLE said individuals receiving the cards have had personal information exposed in the past, which has since been used to file a fraudulent claim.

Anyone who receives a call despite not filing for unemployment should do the following:

  1. Call the number on the card to deactivate it.
  2. Fill out a fraud form on CDLE's website.
  3. Alert all three credit reporting agencies.
  4. File a police report.

CDLE said that fraud victims may also want to file a report with the Federal Trade Commission (FTC).

CDLE also said it is expanding its investigations unit, which is currently investigating thousands of instances of fraud.

Unemployment claims

CDLE reported that regular initial unemployment claims dropped down to near 7,000 for the week ending Aug. 1.

There were 7,138 regular initial unemployment claims and 7,585 Pandemic Unemployment Assistance (PUA) claims filed during that week. 

CDLE said $85 million in regular unemployment was paid out during the week ending Aug. 1.

Since mid-March, a total of 517,203 regular unemployment initial claims have been filed and a grand total of 679,255 claims, including federal PUA benefits.

For the week ending July 11, there were 10,506 regular claims, which was the most since mid-June, according to CDLE. 

Claims dropped the week ending July 17; CDLE reported 8,486 filed regular initial unemployment claims and 9,233 filed PUA claims. Claims dropped again the week ending July 25; There were 8,008 regular initial unemployment claims and 9,727 PUA claims filed during that week. 

CLDE reports that the average number of claims in recent weeks is around 8,800, which is still much higher than the average of 4,800 seen in 2009 and 2010 following the recession.

RELATED: United reports 'most difficult' financial quarter in its 94-year history

The department also announced Thursday that it has paid out over $4.3 billion in unemployment benefits since March 29. That amount includes regular unemployment benefits, and those filing PUA claims and Federal Pandemic Unemployment Compensation (FPUC) claims, which provided eligible claimants an extra $600 in federal benefits each week until its expiration on July 26.

There will be a gap in the payment of any additional benefits until Congress extends the FPUC program or creates a new program.

Anyone who has exhausted the 26 weeks of unemployment available through the state can apply for Pandemic Emergency Unemployment Compensation (PEUC), a federal program that extends unemployment benefits by 13 weeks.

Anyone applying for the additional PEUC benefits will use the same login, password and pin number they used to apply for regular unemployment benefits. CDLE said those reaching the end of the 26-week period should receive an email with instructions on how to apply.

Benefits paid since March 29, according to CDLE:

  • Regular unemployment: $1.46 billion
  • PUA: $490 million
  • FPUC: About $2.33 billion
  • PEUC: $8.8 million
  • Total: $4.28 billion

Industries with highest initial claims for week ending July 18, according to CDLE

  1. Accommodation and Food Services: 765 (12.1% of claims for week)
  2. Healthcare and Social Service: 684 (10.8%)
  3. Administrative and Support and Waste Management and Remediation Services: 653 (10.3%)
  4. Retail Trade: 615 (9.7%)
  5. Manufacturing: 590 (9.3%) 
  6. Construction: 478 (7.6%)
  7. Professional and Technical Services: 440 (7.0%)
  8. Education Services: 295 (4.7%)
  9. Other Services: 273 (4.3%)
  10. Transporting and Warehousing: 273 (4.3%)

RELATED: 1.2 million seek unemployment after $600 federal check ends

At the federal level, nearly 1.2 million Americans applied for state unemployment benefits, according the U.S. Labor Department.

The new jobless claims were down by 249,000 from the previous week after rising for two straight weeks.

It's the 20th straight week that at least 1 million people have sought jobless aid. Before the pandemic hit hard in March, the number of Americans seeking unemployment checks had never surpassed 700,000 in a week, not even during the Great Recession of 2007-2009. 

The, $600 weekly federal aid payment for the jobless expired on July 26 and Congress has not come to an agreement on extending the extra benefits.

After more than a week’s worth of bipartisan talks in Washington D.C. on a huge COVID-19 response bill, negotiators are stuck but still trying. 

A combative meeting Wednesday involving top Capitol Hill Democrats and the postmaster general and a souring tone from both sides indicate that a long slog remains, and White House chief of staff Mark Meadows threatened afterward that President Donald Trump is exploring options to use executive authority to extend a partial eviction ban and address unemployment benefits.

RELATED: Capitol Hill negotiators still stuck, still trying on coronavirus aid

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