Federal Employee Health Benefits (FEHB) Open Season Express Interactive Response (IVR) System

2013-14 Open Season
Express

05/22/2013

Check where phone
call is coming from.

Transfer back after
CSR interaction
(dnis 3141)

Annuitant

Welcome to Open Season Express, a
service for federal retirees and survivor
annuitants.
100

Check host hours

outside

Survey

Our system is not available at
this time. Please call later.
216

Exit

inside
We offer service in English and Spanish.
170

For English, press 1.

171

Para Espanol, oprima dos.

1
INT

172

2

You can also complete transactions by logging onto retireeFEHB.opm.gov.
238

SPANISH

Share your email address with us so we can communicate with you electronically. To do this, log on to
either of our websites: https://retireefehb.opm.gov or www.servicesonline.opm.gov. Please refer to the
open season mailer you received in the mail to ensure you have the web site address spelled correct.
239

Before using the Health Benefits Open Season Express, please
have available your CSA or CSF annuity claim number and your
social security number.
101

After making your request, please wait to hear the message, "We have
processed your transaction" before making another request or ending your
call.
283
At the end of your call, you will be given the opportunity to complete a
satisfaction survey.
164

A
To leave Open Season Express at anytime during this menu, press 9.
(short pause)
To make a health benefit enrollment change, press 1.
To request health benefit plan brochures, press 2.
To request information on canceling or suspending your health benefits
coverage, press 3.
To request information on paying your health benefit premiums directly to
us, press 4.
To receive plan accreditation and survey information on how health
benefit members rated their health plans, press 5.
To request an Open Season Health Benefits Election form, press 6.
To request an Open Season Federal Benefits Guide, press 7.
To request a Change of Address, to request a password reset, or to
speak to a Customer Service Representative, press 0.
To hear the list of options again, press *.
102

9

Exit

options 1-7

Check to see if claim/ssn
has been verified

Yes

FF

No

C

0

operOpt

Page 1

Claim/SSN Verification
C
If your annuity claim number begins with the letters "CSF", press 2.
104

If your annuity claim number begins with the letters "CSA", press 1.
103

2

1

Please enter the first 7 numbers of your annuity claim
number now. Don't enter the letters CSA or CSF.
105

Your annuity claim number is......
106

Claim number
from TT entry

If this is correct, press
1.
201

2

If this is not correct, press 2
to reenter.
202

To leave Open Season
Express, press 9.
203

spiCheckClaimFirst8 call to Validate
claim on host
- pass first 8 of claim ( the A o r F and
first 7 digits)
HOST 1

valid (RC = 0)

9
exit

invalid (RC = 1)
The annuity claim number
you entered is not on our file.
126

Retrieve SSN from host

Increment claim
error count

Check claim
error count

<2

C

=2

I

oper

For security purposes,
please enter the last 4 digits
of your social security
number now.
107

You entered ...
200

2

If this is correct,
press 1.
201

SSN from
TT entry

If this is not correct,
press 2 to reenter.
202

To leave Open Season
Express, press 9.
203

9

exit

1
spiLoginAnnuitant call
to check claim/SSN from
caller against Annuitant
table. pass first 8 of claim
number, last 4 of SSN,
and userid (OPMIVR).

RC = 1

HOST 2

The numbers you entered
do not match the numbers
we have on file for the
annuity claim number you
entered.
108

Increment SSN
error count

Check SSN
error count

<2

I

=2
All annuitant
types are
allowed to do
transactions
(other than
Non-FEHB)

RC =0, AT IN (‘0’,’2', or
‘4’) Status IN (‘E’, ‘A’,
‘C’, ‘R’, ‘S’, ‘X’)

Set indicator for
valid CLAIM/SSN
entry

FF

oper

RC =0, but Annuitant Type Not IN (‘0’,’2', ‘4’)
OR
Annuitant Status not IN (‘E’, ‘A’, ‘C’, ‘R’, ‘S’,
‘X’)

Check saved
menu request

1

K0

2

CC1

3

MM

4

DP

5

TT

6

2809

7

BG
Page 2

K0

Check to see if
the annuitant has made any prior
enrollment changes during this
Open Season (either
processed or pending)

K1
NO prior enrollment changes

Prior enrollment changes made

You indicated that you wish to
make an enrollment change. Per
our records, you have previously
made an enrollment change.
Making another enrollment
change will overlay your prior
change.
169

If you wish to continue
with an enrollment
change, press 1.
195
1

K2

To return to the main
menu, press *.
205

To leave Open Season
Express, press 9.
203

*

9

A

exit

Page 3

Enrollment Requests

K1

To make an enrollment change, you
will need the first 2 characters for the
health benefit plan you are selecting
for 2014.
You indicated that you wish to make
an enrollment change.
166

If this is correct, press 1.
201

To return to the main
menu, press *.
205

To leave Open Season
Express, press 9.
203

*

9

1

K2

A

Is annuitant's
Date of Birth
missing?

exit

Yes
Please enter your 2 digit birth month, 2
digit day, and 4 digit birth year using
your telephone keypad.
1204

No

Is the
annuitant’s
gender missing?

You entered...
200
If you are male, press 1.
If female, press 2. 262
1

Entry from caller
2

You selected
male
173

You selected
Female
174

1

If this is correct,
press 1. 201

If this is correct,
press 1.
201

If this is not
correct, press 2 to
re-enter.
202

If this is not correct,
press 2 to re-enter.
202

2

2

Please remember, your enrollment
change will not be
1
complete until you hear the message, "We have processed
your transaction." 284

K3

If you want self only coverage, press 1.

NO

115

If you want self and family coverage, press 2. 116

1 - Self
only

Outside CSR
Hours or holiday AND no
dependents on file?

2 – Self &
Family

spiGetDependentscall pass state code, Keypad Code, original
plan code and coverage choice to
retreive dependent info.
Accept only RC of 0 or 1
At least 1
HOST 3
dependent on File
(RC=0)

K
Were there dependents on file?

K4

No dependents on File (RC=1)
In order for your self and family enrollment to be processed, you must provide
dependent information by speaking to a customer service representative.
177

operOpt

Page 4

Spouse Equity Coverage Edit

K4

Is caller
requesting the same
coverage as they had
(self or self & family)

yes
no

K

no

Is the AT = 2 or 4 and the
caller is attempting to move
from self only coverage to
self and family?

yes

We are not able to process your request to change from a self only coverage
to a self and family coverage. Only dependents of the former Federal
employee or retiree are eligible for coverage under your enrollment. If you
think the family member or members you wish to enroll are eligible, call us tollfree at 1-888-767-6738.
121

If you want to make
another enrollment
code selection,
press 2
123

To return to the
main menu, press *.
205

To leave Open
Season Express,
press 9.
203

2

*

9

K3

A

exit

Page 5

Enrollment Requests

K

Please enter the first 2 characters of the enrollment code for
the plan you want. If the first 2 characters of the enrollment
code contain a letter, enter the number shown on the
telephone keypad for that letter.
109

For example, if you would like to enroll in AN1, enter 26.
The 2 is the number on the keypad with the letter A and 6 is
the number on the keypad with the letter N. If the first 2
characters of the enrollment code contain the letters Q or Z,
enter the number 0 for these letters.
110

Please enter the first 2 characters of the
enrollment code now.
111

You entered ...
200

Plan code TT
entry

valid matches

If this is correct, press
1.
201

If this is not correct,
press 2 to reenter.
202

To leave Open Season
Express, press 9.
203

1

2

9

K

exit

spiPlansForStateByKeypad call pass state code, Keypad Code,
original plan code and coverage
choice to retreive possible plans.
HOST 16
no match

Retrieve 1-9 plan codes
& IVR messages

If only 1

E*

>1

There are no plans in your
state with the first 2
characters of the enrollment
code you entered.
127

Increment keypad
error count

Check keypad
error count

<2

K

=2

N

There are no plans on file matching
this enrollment code selection.
130

oper

Page 6

Enrollment Requests

N
The plan you selected has the
same combination of numbers as
other plans available in your state.
112

If you selected ...
240

If none of the plans in the list include
your plan choice, press 0 to enter a new
enrollment code.
160
Press the pound sign to hear the list
again.
114

0

(Plan name)
3XX

Increment keypad
error count

Press ...
241 - 249

Check keypad
error count

<2

1-9

E

K

=2
#
oper
N

E
You have selected -117
(Plan name)/(Option) - 3xx
(Coverage) - 118
Enrollment code (Code) 120

If this is correct press
1.
201

If this is not correct,
press 2 to reenter.
202

To return to the main
menu, press *.
205

To leave Open Season
Express, press 9.
203

2

*

9

K3

A

exit

1

Checked as:
1) If Pending Plan on spiLoginAnnuitant output is not
blank, check to see if it is the same plan/coverage
selected
2) Otherwise (Pending Plan blank),
check the Curr-Plan from spiLoginAnnuitant output
call to see if it is the same plan/coverage selected.

Check if the
plan/coverage chosen is the
same plan/coverage as
currently on file.

No

Self Only
or Self & Family
coverage?

Yes
Same plan/coverage

The plan and coverage you have selected is the
same plan and coverage currently on file for you.
No updates will be made.
129

Self and Family
Self only

U1*

U2*

If you want to make another enrollment code
selection, press 2.
123
To return to the main menu, press *.

205

To leave Open Season Express, press 9. 203
2

K3

*

A

9

Exit

Page 7

Enrollment Requests
Self Only or Self &
Family Outside CSR
hours
U1

Do you have any other insurance such as
Medicare, Tricare, Tricare for Life, Peace Corps, or
Champ VA? If you do have other insurance, press
1. If you don't have other insurance, press 2. 229
1
Your Federal Health Plan will need to coordinate
benefits with any other health insurance you may
have.
194

Do you have Medicare coverage? If you don't have
Medicare, press 1. If you have both Medicare A and B,
press 2. If you have Medicare A only, press 3. If you
have Medicare B only, press 4.
270

2

2,3, or 4
1
Do you have Medicare D? If yes, press 1.
If no, press 2.

274

Do you have Tricare, Tricare for Life, Peace Corps, or
Champ VA coverage? If yes, press 1. If no, press 2.
289

spiReqEnrollChange call - to update enrollment plan.
accept RC 0 only
HOST 4
spiOtherInsuranceUpd call - to update Other Insurance
fields.
accept RC 000 only
HOST 5

Self and
Family?

NO

We have processed your transaction.
122

YES

We have received your enrollment change, but remember,
you must also provide your dependent information.
178

The effective date of your Open Season
change is January 1, 2014.
124

We will mail you a letter confirming your Open Season
change. We will also notify the plan you selected of your
new enrollment. Your new plan will send your new
identification card to you. You can expect to receive your
new card in approximately 4 weeks. If you don't receive
your new card, you should contact your new plan directly.
125

To return to the main
menu, press *.
205
*
A

To leave Open
Season Express,
press 9.
203
9
exit
Page 8

Enrollment Requests
self & family
U2

Is it within CSR hours
and not a Federal
Holiday?

YES
U1
spiRegEnrollChange call
for enroll change
Accept RC 0 only
HOST 6
We have received your enrollment change, but remember,
you must also provide your dependent information.
178

Next, we will gather your
dependent and other insurance
information.
167

oper

Page 9

Brochure Requests
CC1

To request health benefit brochures, you will
need the first 2 characters of the enrollment
code for the brochure or brochures you are
requesting.
You indicated that you wish to receive plan
brochures.
165

If this is correct, press 1.
201

To return to the main
menu, press *.
205

To leave Open Season
Express, press 9.
203

*

9

A

exit

1
spiChkNumBrochReqs call pass claim no. (Returns the number of brochures requested
but not yet processed).
HOST 13
YES

Is number of brochures > 9?

You have reached the maximum number of plan
brochure requests that we can process through our
system in one day.
155

NO
Please remember, your brochure request will not be complete until you hear the
message, "We have processed your transaction."
285

CC

Please enter the first 2 characters of the enrollment code for the brochure you want. If
the first 2 characters of the enrollment code contain a letter, enter the number shown
on the telephone keypad for that letter.
144
For example, if you would like to request brochure AN1, enter 26. The 2 is the number
on the keypad with the letter A and 6 is the number on the keypad with the letter N. If
the first 2 characters of the enrollment code contain the letters Q or Z, enter the
number 0 for these letters.
151

To return to the main
menu, press *.
205

To leave Open Season
Express, press 9.
203

*

9

A

exit

Please enter the first 2 characters of
the enrollment code now.
111

You entered ...
200

Plan code TT
entry

If this is correct,
press 1.
201
1

valid matches

spiBrochsForStateByKeypad call
pass state code, Keypad Code, to
retreive possible plans.
HOST 17

If this is not correct,
press 2 to reenter.
202

To leave Open Season
Express, press 9.
203

2

9

CC

exit

no match
Retrieve 1-9 plan codes
& IVR messages

If only 1

PP

There are no plans in your state
with the first 2 characters of the
enrollment code you entered.
127

Increment keypad
error count

<2

CC

=2

>1

O

Check keypad
error count

Requests < 1 and 2nd request
invalid

To re-enter the 2 digit
brochure code, press 1.
163

To hear the list of plan brochures
you have requested, press 2.
146

There are no plans on file matching
this enrollment code selection.
130

1

CC

2

oper

EE

Page 10

Brochure Requests
PP
The plan you
selected is ...
113

To leave Open Season
Express, press 9.
203

If this is not correct,
press 2 to reenter.
202

If this is correct, press 1.
201

Pre-recorded plan
name selected

1

2

9

Increment
brochure counter

CC

exit

DD

O
The plan you selected has the
same combination of numbers as
other plans available.
168

If none of the plans in the list include
your plan choice, press 0 to enter a
new brochure code.
161

If you selected ...
240

(Plan name)
3XX

Increment keypad
error count

0

Press ...
241 - 249

Check keypad error
count

<2

1-9

E

CC

=2

oper

E
The plan you
selected is...
113

Pre-recorded plan
name selected

If this is correct,
press 1.
201

1

If this is not correct,
press 2 to reenter.

Press the pound sign
to hear the list again.
114

To leave Open Season
Express, press 9.
203

2

#

9

CC

O

exit

202

Increment brochure
counter

DD

Page 11

Brochure Requests
DD
number of brochures
returned on
spiChkNumBrochReq + the
number processed so far
through loop

You have reached the maximum number of plan
brochure requests that we can process through our syste
m in one day.
155

=10

EE

<10
To complete your
selection, press 3.
148

To hear the list of plan brochures
you asked for, press 2.
146

If you want another plan brochure,
press 1.
145

To leave Open Season
Express, press 9.
203

1

2

9

CC

EE

exit

3

EE
The plan brochures you
asked for are ... 147
plan code
162
(plan code1) (plan name1), ...
(plan code15) (plan name15)

If the list of plan brochures you
asked for is correct, press 1 to
complete your selection.

spiReqBrochures
call - Brochure
Request
Accept RC 0 only
HOST 7

1

149

If this list is not correct,
press 2 to re-enter your
brochure selections.
150

To return to the main
menu, press *.
205

2

*

We have
processed your
transaction.

Clear brochure counters

122

You can expect to
receive the information
you requested in about
7 to 10 days.
153

To return to
the main
menu, press *
205

To leave
Open Season
Express,
press 9.
203

*

9

A

exit

CC

A

Page 12

Premiums to OPM
DP
You indicated that you wish to receive
information on how to pay your
premiums directly to us. Please note
this option is only available when your
monthly annuity payment is not large
enough to cover the cost of the
monthly health benefits premuim.
156

If this is correct, press 1.
201

To return to the main menu,
press *.
205

To leave Open Season
Express, press 9.
203

1

*

9

A

exit

spiReqInfo call –
Passing TransType of “DP’
for Direct Pay Info Request.
Accept RC 0 only.
HOST 8

We have processed your
transaction.
122

You can expect to receive
the information you
requested in about 7 to 10
days.
153

The completed form must
be postmarked by
December 9, 2013. Forms
postmarked after this date
will be returned to you
unprocessed.
179 (new message)

To return to the main menu,
press *.
205

To leave Open Season Express,
press 9.
203

*

9

A

exit

Page 13

Suspend/Cancel
MM
You indicated that you wish to
receive information on canceling or
suspending your health benefits
coverage.
152

If this is correct, press 1.
201

To return to the main menu,
press *.
205

To leave Open Season
Express, press 9.
203

*

9

A

exit

1

spiReqInfo call –
Passing TransType of “CS’
for Cancel/Suspend
Information Request.
Accept RC 0 only.
HOST 9

We have processed your
transaction.
122

You can expect to receive
the information you
requested in about 7 to 10
days.
153

The completed form must be
postmarked by December 9,
2013. Forms postmarked
after this date will be
returned to you unprocessed.
179 (new message)

To return to the main menu,
press *.
205

To leave Open Season Express,
press 9.
203

*

9

A

exit

Page 14

Health Plan
Survey
TT
You indicated that you wish to receive
plan accreditation and survey
information on how FEHB members
rated their health plans.
157

If this is correct, press 1.
201

To return to the main menu,
press *.
205

To leave Open Season
Express, press 9.
203

1

*

9

A

exit

spiReqInfo call –
Passing TransType of “SR’
for Survey and Plan
AccreditationInformation
Request.
Accept RC 0 only.
HOST 10

We have processed your
transaction.
122

You can expect to receive
the information you
requested in about 7 to 10
days.
153

To return to the main menu,
press *.
205

To leave Open Season Express,
press 9.
203

*

9

A

exit

Page 15

Open Season Health Benefits
Election Form (SF-2809)
2809
You indicated that you wish to receive
an Open Season Health Benefits
Election Form.
158

If this is correct, press 1.
201

To return to the main menu,
press *.
205

To leave Open Season
Express, press 9.
203

1

*

9

A

exit

spiReqInfo call –
Passing TransType of “RF”
for Open Season Health
Benefits Election Form
Request.
Accept RC 0 only.
HOST 18

We have processed your
transaction.
122

You can expect to receive
the information you
requested in about 7 to 10
days.
153

The completed form must be
postmarked by December 9,
2013. Forms postmarked
after this date will be
returned to you unprocessed.
179 (new message)

To return to the main menu,
press *.
205

To leave Open Season Express,
press 9.
203

*

9

A

exit

Page 16

Open Season Federal Benefits Guide

BG
Annuitant Type = 2?

Yes (AT=2)

70-5

No (AT=0 or 4)
You indicated that you wish to
receive an Open Season Federal
Benefits Guide. 1205

If this is correct, press 1.
201

To return to the main
menu, press *.
205

To leave Open Season
Express, press 9.
203

*

9

A

exit

1
Please remember, your request will not be complete until
you hear the message, "We have processed your
transaction."
1206

SG1
Please enter the two character state code for the guide you want. For example, if you are requesting a FEHB guide for Texas,
state code TX, enter 8-9. The 8 is the number on the keypad with the letter T and 9 is the number on the keypad with the letter
X. If the state code contains the letters Q or Z, enter the number 0 for these letters. For a foreign guide, enter 1-1.
1207

Current State code
on file of “GU”, “PR”,
or “VI”?

No

Yes
For US territories of:
·
Guam, enter “4-8”
·
Puerto Rico, enter “7-7”
OR
·
Virgin Islands, enter “8-4”.

Please enter the 2 character state code
for the FEHB guide you want now.
1208

1213

You entered ...
200

valid matches

State code
TT entry

If this is correct,
press 1.
201

If this is not correct,
press 2 to reenter.
202

To leave Open Season
Express, press 9.
203

1

2

9

spiStateGuidesByKeypad call pass Keypad Code to retreive
possible plans state guides.
HOST 12

SG1

exit

no match

Retrieve 1-9 state
codes & IVR messages

If only 1

>1

OS

MS

There are no state codes that
match the 2 characters you
entered.
1209

Increment keypad
error count

Check keypad
error count

<2

SG1

=2

oper

Page 17

Open Season Federal Benefits Guide - 2

OS
You selected the
FEHB guide for ...
1210

Pre-recorded
state name
for state code
selected

If this is not correct,
press 2 to reenter.

If this is correct,
press 1.
201

202
2

1

RC=1

9

SG1

spiReqStateGuide call –
State Guide Request
Accept RC 0 only (RC 1=
special msg below)
HOST 15

This request was not
processed because you
have reached the maximum
number of FEHB state
guides that can be requested
per day.
1214

To leave Open Season
Express, press 9.
203

RC=
0

exit

We have
processed your
transaction.
122

You can expect to
receive the information
you requested in about
7 to 10 days.
153

To return to the
main menu, press *
205

To leave Open Season
Express, press 9.
203

*

9

A

exit

To return to
the main
menu, press *
205

To leave Open
Season Express,
press 9.
203

*

9

A

exit

1-9 times

MS
The state you selected has the
same combination of numbers as
other state codes available.
1211

If you selected ...
240

If the states in the list DO NOT
include your state choice, press 0
to re-enter the state code.
1212

(State Name)
XXX

Increment keypad
error count

0

Press ...
241 - 249

Check keypad error
count

<2

1-9

SG2

SG1

=2

oper

no

Check
holiday

yes

H

SG2
You selected the
FEHB guide for ...
1210

Pre-recorded state
name for state
code selected

If this is not correct,
press 2 to reenter.

If this is correct,
press 1.
201

202
2

1

RC=1
Returned if Requests > 1

This request was not
processed because you
have reached the maximum
number of FEHB state
guides that can be requested
per day.
1214

SG1

spiReqStateGuide call –
State Guide Request
RC=
Accept RC 0 only (RC 1=
0
special msg below)
HOST 15

We have
processed your
transaction.

To return to the
main menu, press *
205

To leave Open Season
Express, press 9.
203

*

9

A

exit

Press the pound sign
to hear the list again.
114

To leave Open Season
Express, press 9.
203

#

9

MS

exit

You can expect to
receive the information
you requested in about
7 to 10 days.
153

To return to
the main
menu, press *
205

To leave
Open Season
Express,
press 9.
203

*

9

122

A

exit

Page 18

Open Season
Federal Benefits Guide for Former Spouses
(70-5)
70-5
You indicated that you wish to
receive an Open Season Federal
Benefits Guide for Former
Spouses.
176

If this is correct, press 1.
201

To return to the main
menu, press *.
205

To leave Open Season
Express, press 9.
203

*

9

A

exit

1

spiReqInfo call –
Passing TransType of “FS”
Open Season Health Benefit
Guide for Former Spouses
Request. (70-5)
Accept RC 0 only.
HOST 11

We have processed your
transaction.
122

You can expect to receive
the information you
requested in about 7 to 10
days.
153

To return to the main menu,
press *.
205

To leave Open Season Express,
press 9.
203

*

9

A

exit

Page 19

Transfer to
Operator
with option to return to MM
if Outside of CSR hours

operOpt
Is today
a federal
holiday?

Within CSR
hours?

Today is a federal
holiday.
159

outside

We are sorry that we are not able to process
your request at this time. This request must
be completed during our customer service
operating hours of 7 a.m. to 7 p.m., Central
time, Monday through Friday. Please call
back during these hours.
220

We are sorry that we are not able to
process your request at this time. This
request must be completed during our
customer service operating hours of 7 a.m.
to 7 p.m., Central Time, Monday through
Friday. Please call back during these
hours.
220

inside

Please wait and a Customer Service Specialist will help
you.
219

To return to the main
menu, press *. 205

To leave Open
Season Express,
press 9.
203

*

9

A

exit

To return to the main
menu, press *.
205

To leave Open
Season Express,
press 9.
203

*

9

A

Exit

Your call may be monitored for
quality assurance purposes. 198

After speaking to the Customer
Service Specialist, please wait on
the line to answer a few short
questions about our service. 175
IVR transfers
to operator

Operator performs
transaction

Automatically
sent to Survey
Questions

Page 20

Transfer to operator

oper
Is today
a federal
holiday?

Yes

Today is a federal
holiday.
159

We are sorry that we are not able to process
your request at this time. This request must
be completed during our customer service
operating hours of 7 a.m. to 7 p.m., Central
time, Monday through Friday. Please call
back during these hours.
220

No

Inside CSR
hours?

outside

To return to the main
menu, press *. 205

To leave Open
Season Express,
press 9.
203

*

9

A

exit

We are sorry that we are not able to process your request at
this time. This request must be completed during our
customer service operating hours of 7 a.m. to 7 p.m., Central
Time, Monday through Friday. Please call back during these
hours.
220

inside

Please wait and a Customer Service Specialist
will help you.
219

exit

Your call may be monitored for
quality assurance purposes. 198

After speaking to the Customer
Service Specialist, please wait on
the line to answer a few short
questions about our service. 175

IVR transfers
to operator

Operator performs
transaction

Automatically
sent to Survey
Questions

Page 21

Exit Routine
Exit
Check - Have transactions
occurred?

yes

Survey questions
131 - 141

no

Thank you for using Open Season Express.
Goodbye.
204

End Call
(hang-up)

Page 22

Survey Questions
Survey
Your opinion about this system is very important to us. In
our efforts to better serve you we ask that you stay on the
line and answer a few short questions that will take less
than a minute to answer. Your participation will help us
improve our customer service.
131

If you found the materials easy to read and
understand, press 1. If you found the materials
difficult to read and understand, press 2. If you found
no difference from previous years, press 3.
133

Question #1

Were the open season materials we sent
you easy to read and understand?
132

Question #2

Was our automated Open Season Express
system easy to use?
134

If the system was easy, press 1. If the system
was difficult, press 2. If you found no difference
from previous years, press 3.
135

Question #3

Do you have access to the internet?
136

If you have access to the Internet, press 1. If you
don't have access to the Internet, press 2.
137

Question #4

On a scale of 1 to 5, where 5 is excellent
and 1 is poor. In general, how satisfied are
you with the service provided by the
automated telephone system?
140

Press the number corresponding to your
response now.
141

Question #5

Are you interested in receiving e-mail
notifications regarding OPM Open Season,
such as address change confirmations and
enrollment confirmation letters, in lieu of
mail? 142

Question #6

Have you used our web chat feature, Open
Season Live Help, that allows you to speak
with an OPM representative live?
272

Check
extension to
see if call
came from
operator

NO

For Yes, press 1.
For No, press 2.

143

If you’ve used the feature and found it helpful, press 1.
If you’ve used the feature but did not find it helpful,
press 2.
If you haven’t used the web chat feature, press 3.
273

Write Survey Data to
access database for
Usage Report

Exit

YES
Ext 3012

Question #7

On a scale of 1 to 5, where 5 is excellent and 1 is
poor. In general, how would you rate your
experience with the Customer Service
Representative you spoke with during this call?
138

Write Survey Data to
database for Usage
Report

Press the number corresponding to your
response now.
139

Exit
Page 23

Spanish Flow

SPANISH
Check holiday

Check
operator
hours

No

Yes

inside

Hoy es un dia feriado federal.
223

Route to
Spanish
operator

outside

Lo sentimos, no podemos procesar su
solicitud en este momento. Esta solicitud
debe ser hecha durante el horario de
oficina de serivicio al cliente, de 7:00 am a
7:00 pm de lunes a viernes. Por favor,
vuelva a llamar durante este horario el
proximo dia laborable.
221

Para utilizar nuestro sistenna
automatizado, disponible
solamente en ingles, oprima el
asterisco.
224

Lo sentimos, no podemos procesar su
solicitud en este momento. Esta solicitud
debe ser hecha durante el horario de
oficina de serivicio al cliente, de 7:00 am
a 7:00 pm de lunes a viernes. Por favor,
vuelva a llamar durante este horario el
proximo dia laborable.
221

*

INT

Para salir del sistema
expreso de la temporada
abierta, oprima el
numero 9.
225
9

Para utilizar nuestro sistenna
automatizado, disponible
solamente en ingles, oprima el
asterisco.
224

*

INT

Gracias por utlilzar el sistema
expreso de la temporada abierta.
222

Para salir del sistema
expreso de la temporada
abierta, oprima el numero 9.
225

9
Gracias por utlilzar el sistema
expreso de la temporada abierta.
222

Page 24

Call Flow Label Descriptors

A
= Main Menu
C
= Claim # Collection
CC
= Collect 2 character plan code for Brochure request
CC1
= Initial Brochure request process (confirmation on Main Menu option 2)
DD
= Check # of brochures requested
DP
= Direct Pay (confirmation on Main Menu option 4)
E
= One plan matching keypad plan code for Enrollment/coverage
Exit
= Check if Survey should be offered, else end call w/ Thank you message
FF
= Process Main Menu option chosen
I
= Collect last 4 of SSN (security)
INT
= Intro instructions for use
K
= Collect 2 character plan code for Enrollment change
K0
= Check if enrollment change previously made (confirmation on Main Menu option 1)
K1
= Initial Enrollment Request process (confirmation on Main Menu option 1 when no prior changes)
K2
= Process enrollment change
K3
= Prompt for coverage (self only or self and family)
K4
= Spouse Equity edit for coverage
MM
= Suspend/Cancel (confirmation on Main Menu option 3)
MS
= multiple keypad matches for state code request
N
= Multiple plans matching keypad plan code for Enrollment
O
= Multiple plans matching keypad plan code for Brochure req.
operOpt= transfer to operator with option to return to Main Menu if outside of hours
Oper = transfer to operator logic
OS
= single match of keypad code for state code request
2809 = Open Season Health Benefits Election Form (option 6)
PP
= single plan code match on keypad code for Brochure req.
RR
= Address change (confirmation on Main Menu option 0)
Same plan/coverage = New edit check to not allow enrollment into current plan or pending plan
BG
= Open Season Federal Benefits Guide Request (confirmation on Main Menu option 7)
SG1
= Collect 2 character state code for State Guide Request
SG2
= Confirmation of state guide selection
70-5
= Open Season Federal Benefits Guide request for Annuitant Type 2 (70-5)
Spanish= logic for transfer to Spanish CSR
Survey = Survey Questions asked of caller
TT
= Health Plan Survey (aka plan accreditation) – confirmation on Main Menu option 5)
U1
= Self Only Enrollment Change processing
U2
= Self/Family Enrollment Change processing

Page 25