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<h1>Annual Statistical Supplement, 2020</h1>
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<div id="breadcrumbs" itemscope itemtype="http://schema.org/BreadcrumbList">You are here: <span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem"><a href="/" itemprop="item"><span itemprop="name">Social Security Administration</span></a><meta itemprop="position" content="1" /></span> > <span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem"><a href="/policy/index.html" itemprop="item"><span itemprop="name">Research, Statistics & Policy Analysis</span></a><meta itemprop="position" content="2" /></span> > <span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem"><a href="index.html" itemprop="item"><span itemprop="name">Annual Statistical Supplement, 2020</span></a><meta itemprop="position" content="3" /></span></div>
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<div class="innards">
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<h1>Program Provisions and <abbr class="spell">SSA</abbr> Administrative Data</h1>
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<h2><abbr class="spell">SSA</abbr> Administrative Data</h2>
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<h3>Service Delivery</h3>
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<div class="table" id="table2.f7">
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<table>
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<caption><span class="tableNumber">Table 2.F7 </span>Accuracy of selected agency determinations, and 800 telephone number call volume and wait times, fiscal years <span class="nobr">2012–2019</span></caption>
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<colgroup span="1" style="width:25em"></colgroup>
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<colgroup span="8" style="width:5em"></colgroup>
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<thead>
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<tr>
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<th class="stubHeading" id="c1">Item</th>
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<th id="c2">2012</th>
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<th id="c3">2013</th>
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<th id="c4">2014</th>
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<th id="c5">2015</th>
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<th id="c6">2016</th>
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<th id="c7">2017</th>
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<th id="c8">2018</th>
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<th id="c9">2019</th>
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</tr>
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</thead>
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<tbody>
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<tr>
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<td> </td>
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<th colspan="8" class="panel" id="r1">Accuracy rates <sup>a</sup> (percent)</th>
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</tr>
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<tr>
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<th class="stub0" id="r2" headers="r1 c1"><abbr class="spell">OASI</abbr> payments</th>
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<td colspan="8"> </td>
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</tr>
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<tr>
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<th class="stub1" id="r3" headers="r1 r2 c1">Payment review/stewardship results</th>
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<td colspan="8"> </td>
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</tr>
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<tr>
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<th class="stub2" id="r4" headers="r1 r2 r3 c1">Excess payments</th>
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<td headers="r1 r2 r3 r4 c2">99.9</td>
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<td headers="r1 r2 r3 r4 c3">99.8</td>
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<td headers="r1 r2 r3 r4 c4">99.5</td>
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<td headers="r1 r2 r3 r4 c5">99.6</td>
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<td headers="r1 r2 r3 r4 c6">99.8</td>
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<td headers="r1 r2 r3 r4 c7">99.7</td>
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<td headers="r1 r2 r3 r4 c8">99.9</td>
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<td headers="r1 r2 r3 r4 c9">99.8</td>
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</tr>
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<tr>
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<th class="stub2" id="r5" headers="r1 r2 r3 c1">Underpayments</th>
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<td headers="r1 r2 r3 r5 c2">99.9</td>
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<td headers="r1 r2 r3 r5 c3">99.9</td>
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<td headers="r1 r2 r3 r5 c4">99.9</td>
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<td headers="r1 r2 r3 r5 c5">99.9</td>
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<td headers="r1 r2 r3 r5 c6">99.9</td>
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<td headers="r1 r2 r3 r5 c7">99.9</td>
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<td headers="r1 r2 r3 r5 c8">99.9</td>
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<td headers="r1 r2 r3 r5 c9">99.9</td>
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</tr>
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<tr class="topPad1">
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<th class="stub0" id="r6" headers="r1 c1"><abbr class="spell">SSI</abbr> payments</th>
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<td colspan="8"> </td>
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</tr>
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<tr>
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<th class="stub1" id="r7" headers="r1 r6 c1">Payment review/stewardship results</th>
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<td colspan="8"> </td>
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</tr>
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<tr>
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<th class="stub2" id="r8" headers="r1 r6 r7 c1">Excess payments</th>
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<td headers="r1 r6 r7 r8 c2">93.7</td>
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<td headers="r1 r6 r7 r8 c3">92.4</td>
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<td headers="r1 r6 r7 r8 c4">93.0</td>
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<td headers="r1 r6 r7 r8 c5">93.9</td>
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<td headers="r1 r6 r7 r8 c6">92.4</td>
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<td headers="r1 r6 r7 r8 c7">92.7</td>
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<td headers="r1 r6 r7 r8 c8">91.8</td>
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<td headers="r1 r6 r7 r8 c9">91.9</td>
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</tr>
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<tr>
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<th class="stub2" id="r9" headers="r1 r6 r7 c1">Underpayments</th>
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<td headers="r1 r6 r7 r9 c2">98.2</td>
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<td headers="r1 r6 r7 r9 c3">98.3</td>
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<td headers="r1 r6 r7 r9 c4">98.5</td>
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<td headers="r1 r6 r7 r9 c5">98.6</td>
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<td headers="r1 r6 r7 r9 c6">98.8</td>
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<td headers="r1 r6 r7 r9 c7">98.9</td>
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<td headers="r1 r6 r7 r9 c8">98.5</td>
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<td headers="r1 r6 r7 r9 c9">98.7</td>
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</tr>
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<tr class="topPad1">
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<th class="stub0" id="r10" headers="r1 c1"><abbr class="spell">DI</abbr> benefits <sup>b</sup></th>
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<td colspan="8"> </td>
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</tr>
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<tr>
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<th class="stub1" id="r11" headers="r1 r10 c1">Initial claims</th>
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<td headers="r1 r10 r11 c2">96.3</td>
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<td headers="r1 r10 r11 c3">96.0</td>
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<td headers="r1 r10 r11 c4">95.8</td>
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<td headers="r1 r10 r11 c5">95.5</td>
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<td headers="r1 r10 r11 c6">95.8</td>
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<td headers="r1 r10 r11 c7">94.8</td>
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<td headers="r1 r10 r11 c8">94.7</td>
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<td headers="r1 r10 r11 c9">97.3</td>
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</tr>
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<tr>
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<th class="stub2" id="r12" headers="r1 r10 r11 c1">Allowances</th>
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<td headers="r1 r10 r11 r12 c2">98.2</td>
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<td headers="r1 r10 r11 r12 c3">97.6</td>
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<td headers="r1 r10 r11 r12 c4">97.8</td>
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<td headers="r1 r10 r11 r12 c5">97.3</td>
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<td headers="r1 r10 r11 r12 c6">97.1</td>
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<td headers="r1 r10 r11 r12 c7">97.0</td>
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<td headers="r1 r10 r11 r12 c8">96.8</td>
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<td headers="r1 r10 r11 r12 c9">98.5</td>
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</tr>
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<tr>
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<th class="stub2" id="r13" headers="r1 r10 r11 c1">Denials</th>
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<td headers="r1 r10 r11 r13 c2">95.4</td>
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<td headers="r1 r10 r11 r13 c3">95.2</td>
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<td headers="r1 r10 r11 r13 c4">94.9</td>
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<td headers="r1 r10 r11 r13 c5">94.5</td>
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<td headers="r1 r10 r11 r13 c6">95.1</td>
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<td headers="r1 r10 r11 r13 c7">93.7</td>
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<td headers="r1 r10 r11 r13 c8">93.6</td>
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<td headers="r1 r10 r11 r13 c9">96.6</td>
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</tr>
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<tr>
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<th class="stub1" id="r14" headers="r1 r10 c1">Reconsideration of denials</th>
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<td headers="r1 r10 r14 c2">95.1</td>
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<td headers="r1 r10 r14 c3">95.3</td>
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<td headers="r1 r10 r14 c4">94.7</td>
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<td headers="r1 r10 r14 c5">94.5</td>
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<td headers="r1 r10 r14 c6">94.1</td>
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<td headers="r1 r10 r14 c7">93.6</td>
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<td headers="r1 r10 r14 c8">92.8</td>
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<td headers="r1 r10 r14 c9">96.0</td>
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</tr>
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<tr>
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<th class="stub2" id="r15" headers="r1 r10 r14 c1">Reversals</th>
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<td headers="r1 r10 r14 r15 c2">98.4</td>
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<td headers="r1 r10 r14 r15 c3">97.3</td>
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<td headers="r1 r10 r14 r15 c4">97.0</td>
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<td headers="r1 r10 r14 r15 c5">97.3</td>
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<td headers="r1 r10 r14 r15 c6">96.0</td>
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<td headers="r1 r10 r14 r15 c7">96.2</td>
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<td headers="r1 r10 r14 r15 c8">95.6</td>
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<td headers="r1 r10 r14 r15 c9">96.8</td>
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</tr>
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<tr>
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<th class="stub2" id="r16" headers="r1 r10 r14 c1">Affirmations</th>
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<td headers="r1 r10 r14 r16 c2">94.6</td>
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<td headers="r1 r10 r14 r16 c3">95.0</td>
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<td headers="r1 r10 r14 r16 c4">94.4</td>
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<td headers="r1 r10 r14 r16 c5">94.1</td>
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<td headers="r1 r10 r14 r16 c6">93.9</td>
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<td headers="r1 r10 r14 r16 c7">93.3</td>
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<td headers="r1 r10 r14 r16 c8">92.4</td>
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<td headers="r1 r10 r14 r16 c9">95.9</td>
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</tr>
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<tr>
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<td> </td>
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<th colspan="8" class="panel" id="r17">National 800 number network <span class="nobr">(1-800-772-1213)</span></th>
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</tr>
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<tr>
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<th class="stub0" id="r18" headers="r17 c1">Network calls received (millions)</th>
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<td headers="r17 r18 c2">79.0</td>
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<td headers="r17 r18 c3">84.7</td>
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<td headers="r17 r18 c4">81.0</td>
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<td headers="r17 r18 c5">72.2</td>
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<td headers="r17 r18 c6">77.4</td>
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<td headers="r17 r18 c7">75.6</td>
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<td headers="r17 r18 c8">82.5</td>
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<td headers="r17 r18 c9">86.6</td>
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</tr>
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<tr>
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<th class="stub0" id="r19" headers="r17 c1">Average wait for live agent service (minutes)</th>
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<td headers="r17 r19 c2">4.9</td>
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<td headers="r17 r19 c3">10.3</td>
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<td headers="r17 r19 c4">22.1</td>
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<td headers="r17 r19 c5">10.3</td>
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<td headers="r17 r19 c6">13.6</td>
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<td headers="r17 r19 c7">13.4</td>
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<td headers="r17 r19 c8">23.7</td>
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<td headers="r17 r19 c9">20.4</td>
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</tr>
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</tbody>
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<tfoot>
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<tr>
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<td class="firstNote" colspan="9">SOURCES: Social Security Administration, Office of Analytics, Review, and Oversight, Office of Quality Review (<abbr class="spell">OQR</abbr>); and Office of Operations, Office of Customer Service.</td>
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</tr>
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<tr>
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<td class="note" colspan="9">NOTES: <abbr class="spell">OQR</abbr> conducts stewardship reviews on sample cases in current-payment status.</td>
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</tr>
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<tr>
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<td class="note" colspan="9"><abbr class="spell">OASI</abbr> = <span class="nobr">Old-Age</span> and Survivors Insurance; <abbr class="spell">SSI</abbr> = Supplemental Security Income; <abbr class="spell">DI</abbr> = Disability Insurance.</td>
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</tr>
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<tr>
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<td class="note" colspan="9">a. For <abbr class="spell">OASI</abbr> and <abbr class="spell">SSI</abbr> payments, accuracy rates reflect the dollar value of properly determined payments as a percentage of total outlays. For <abbr class="spell">DI</abbr> benefits, accuracy rates reflect the percentage of determinations that did not require corrections.</td>
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<td class="note" colspan="9">b. Represents cases free of decisional and documentation errors.</td>
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<td class="lastNote" colspan="9">CONTACT: Carolina Cruz <span class="nobr">(410) 966-9448,</span> Elizabeth Tate <span class="nobr">(410) 966-1491,</span> Roy Harper <span class="nobr">(410) 966-5997,</span> or <a href="mailto:statistics@ssa.gov">statistics@ssa.gov</a>.</td>
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