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

OPM IVR Scripts (excluding plans)
2013-2014 Cycle
Script Number ranges by Function:
KEY:
Yellow Hi-lights:
scripts changing or added for 2013-14 cycle.
Red in Grey Hi-lights: unused scripts or scripts no longer used that could be re-used.

Plan scripts are in a separate document and have script numbers > 300 and < 1200.
Updates:
05/20 – removed previous years hi-lights and bold.
05/22 – updates for the 2013-2014 year indicated with highlighting and bold fonts.

Script #
100

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

101

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

103

If your annuity claim number begins with the letters “CSA”, press 1.

104

If your annuity claim number begins with the letters “CSF”, press 2.

105

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

106

Your annuity claim number is ....

107

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

108

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

109

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.

110

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 zero for these letters.

111

Please enter the first 2 characters of the enrollment code now.
Page 1 of 10

OPM IVR Scripts (excluding plans)
2013-2014 Cycle
Script #
112

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

113

The plan you selected is ....

114

Press the pound sign to hear the list again.

115

If you want Self Only coverage, press 1.

116

If you want Self and Family coverage, press 2.

117

You have selected ....

118

Self Only coverage

119

Self and Family coverage

120

Enrollment code ....

121

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 toll–free at 1-888-767-6738.

122

We have processed your transaction.

123

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

124

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

125

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.

126

The annuity claim number you entered is not on our file.

127

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

128

You indicated that you wish to receive information on the Federal Employees Dental and
Vision Insurance Program or “FEDVIP”. The general information to be provided contains
plan names and telephone numbers. For details on enrollment and premiums, please call
1-877-888-3337, or visit the website at W-W-W dot Benefeds dot com. That’s W-W-W dot
B-E-N-E-F-E-D-S dot com. You may NOT receive an extension for enrollment into FEDVIP.
The plan and coverage you have selected is the same plan and coverage currently on file
for you. No updates will be made.

129
130

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

131

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. Your participation will help us improve our customer service.
Were the open season materials we sent you easy to read and understand?

132

Page 2 of 10

OPM IVR Scripts (excluding plans)
2013-2014 Cycle
Script #
133

Message Script
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.

134

Was our automated Open Season Express system easy to use?

135

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

136

Do you have access to the Internet?

137

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

138

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?

139

Press the number corresponding to your response now.

140

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?

141

Press the number corresponding to your response now.

142

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?

143

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

144

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.

145

If you want another plan brochure, press 1.

146

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

147

The plan brochures you asked for are ...
(plan code1) (plan name1),...(plan code10) (plan name10)

148

To complete your selection, press 3.

149

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

150

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

151

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 zero for these
letters.

152

You indicated that you wish to receive information on canceling or suspending your health
benefits coverage.
Page 3 of 10

OPM IVR Scripts (excluding plans)
2013-2014 Cycle
Script #

Message Script

153

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

154

You selected unmarried disabled child.

155

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

156

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 premium.

157

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

158
159

You indicated that you wish to receive an Open Season Health Benefits Election form.
Today is a Federal Holiday.

160

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

161

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

162

Plan code ....

163

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

164

At the end of your call, you will be given the opportunity to complete a satisfaction survey.

165

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.

166

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.

167

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

168

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

169
170

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.
We offer service in English and Spanish.

171

For English, press 1.

172

Para Espanol, oprima dos.

173

You selected male.
Page 4 of 10

OPM IVR Scripts (excluding plans)
2013-2014 Cycle
Script #

Message Script

174

You selected female.

175

After speaking to the Customer Service Specialist, please wait on the line to answer a few
short questions about our service.
You indicated that you wish to receive an Open Season Federal Benefits Guide for
Former Spouses.

176

177

In order for your self and family enrollment to be processed, you must provide dependent
information by speaking with a customer service representative.

178

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

179

The completed form must be postmarked by December 9, 2013. Forms postmarked
after this date will be returned to you unprocessed.
Annuity Claim Number

180

(Note: per TeleVoice, this number was not really used but saved as place holder for offset of
fields/corresponding scripts for transcription process. Therefore, we avoided using this number. Now
that the transcription process is going away this should no longer matter.

181

Annuity claim number.

182

Full Name

183

First dependent, last name.

184

First dependent, first name and middle initial

185

Second dependent, last name.

186

Second dependent, first name and middle initial

187

Third dependent, last name.

188

Third dependent, first name and middle initial

189

Fourth dependent, last name.

190

Fourth dependent, first name and middle initial.

191

Fifth dependent, last name.

192

Fifth dependent, first name and middle initial.

193
194

Please speak the private insurance plan policy number.
Your Federal health plan will need to coordinate benefits with any other health insurance
you may have.

195
196
197

If you wish to continue with an enrollment change, press 1.
To confirm your request to have general FEDVIP information mailed to you, press 1.
Name of the private plan.
Page 5 of 10

OPM IVR Scripts (excluding plans)
2013-2014 Cycle
Script #

Message Script

198

Your call may be monitored for quality assurance purposes.

199
200

Under federal regulations, former spouses are not eligible for the Federal Employees Dental
and Vision Insurance Program.
You entered ....

201

If this is correct, press 1.

202

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

203

To leave Open Season Express, press 9.

204
Thank you for using Open Season Express. Goodbye.
205

To return to the main menu, press star. ( * key on the telephone keypad)

206

We are unable to process your request. If you think the family member you wish to
enroll is eligible, please call us toll free at 1-888-767-6738.
As a survivor annuitant, you are not eligible to add a new spouse to your health plan. If you
have questions, please call us toll-free at 1-888-767-6738.
Dependent child cannot be 26 years of age or older.

207
208
209

If you are listing a disabled dependent, you must first have had the dependent
certified as disabled by either OPM or the employing office where you worked. If the
dependent has not been certified, please call 1-888-767-6738 and request the disabled
dependent form. Your carrier may ask to see the disability certification before
providing services to a disabled dependent.

210

Does this dependent have any other insurance such as Medicare, Tricare, Tricare for
Life, Peace Corps, Champ VA, or any private health insurance coverage? If yes, press
1. If no, press 2.

211

We didn’t detect a touch tone entry.

212

We detected a possible line interrupt. To continue, press 1.

213

You made an invalid entry.

214

We are having difficulties processing your request. Please try later.

215

One moment please.

216

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

217

You have reached Open Season Express.

218

State specific guides are not available for former spouses.

219
220

Please wait and a Customer Service Specialist will help you.
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,
Page 6 of 10

OPM IVR Scripts (excluding plans)
2013-2014 Cycle
Script #

Message Script
Monday through Friday. Please call back during these hours.

221

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

222

Gracias por utilizar el sistema expreso de la temporada abierta.

223

Hoy es un dia feriado federal.

224

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

225

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

226

Does this dependent have Medicare coverage? If this dependent does not have
Medicare, press 1. If this dependent has both Medicare A and B, press 2. If this
dependent has Medicare A only, press 3. If this dependent has Medicare B only, press
4.

227

Does this dependent have Tricare, Tricare for Life, Peace Corps, or Champ VA
coverage? If yes, press 1. If no, press 2.

228

Does this dependent have a private insurance plan? If yes, press 1. If no, press 2.

229

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.
Sixth dependent, last name.

230
231
232
233
234
235
236
237
238

Sixth dependent, first name and middle initial.
Seventh dependent, last name.
Seventh dependent, first name and middle initial.
Eighth dependent, last name.
Eighth dependent, first name and middle initial.
Ninth dependent, last name.
Ninth dependent, first name and middle initial.
You can also complete transactions through the Internet by logging onto Open Season
Online at retireeFEHB.opm.gov.

239

Help us go green… Share your email address with us so we can communicate with you
electronically. To do this, log on to either of our websites: retireeFEHB.opm.gov or
www.servicesonline.opm.gov or call 1-888-767-6738. Please refer to the open season mailer
you received in the mail to ensure you have the web site address spelled correct.

240

If you selected …

241

Press 1

242

Press 2

243

Press 3

244

Press 4
Page 7 of 10

OPM IVR Scripts (excluding plans)
2013-2014 Cycle
Script #
245

Message Script
Press 5

246

Press 6

247

Press 7

248

Press 8

249

Press 9

250

Press 0 (currently unused/ keep for Televoice)

251

Press star. (currently unused/ keep for Televoice)

252

Press the pound key. (currently unused/ keep for Televoice)

253

Please enter or speak the information requested as prompted. The information you
provide will be sent to your new health plan along with your enrollment change
information.

254

Please speak your 7 digit annuity claim number, including the CSA or CSF prefix after
the beep.

255

Please clearly speak your full name and spell your last name.

256

Please clearly speak and spell the last name of your first dependent beginning with
your spouse if you are married.

257

Please clearly speak and spell the first name of your dependent followed by their
middle initial.

258

Please enter your dependent’s 2 digit birth month, 2 digit day, and 4 digit birth year
using your telephone keypad.

259

If this dependent is male, press 1. If female, press 2.

260

Please indicate your dependent's relationship to you. For spouse, press 1. For
adopted child, press 2. For foster or grandchild, press 3. For stepson or
stepdaughter, press 4. For biological child, press 5. For unmarried disabled child,
press 6.

261

Please enter your dependent’s social security number using your telephone keypad.

262

If you are male, press 1. If female, press 2.

263

Please enter your daytime telephone number, including area code using your
telephone keypad followed by the pound sign.

264

If you have additional dependents, press 1 now.

265

If you have no additional dependents, press 2.

266

Please clearly speak and spell the last name of your next dependent.

Page 8 of 10

OPM IVR Scripts (excluding plans)
2013-2014 Cycle
Script #
267

Message Script
Do you, the annuitant, have any other insurance such as Medicare, Tricare, Tricare
for Life, Peace Corps, Champ VA or any private health insurance coverage? If you do
have other insurance, press 1. If you don’t have other insurance, press 2.

268

You may only enter information for up to 10 dependents through Open Season
Express. Please contact your plan directly to report any additional dependents not
entered today.

269

Your Federal health plan will need to coordinate benefits with any other health
insurance you or your dependents may have.

270

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.

271

Welcome to System Maintenance.

272

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

273

274

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

275

To hear again, Press 2.

276

There are no more messages to review.

277

This concludes this message block.

278

There are no messages in this block.

279

To start another block of messages, press 1.

280

To exit System Maintenance, Press 9.

281

To review dependent information messages, press 1. For the number of annuitant
dependent data recordings, press 2.

282

The remaining number of transcriptions is…

283

After making your request, please wait to hear the message, "We have processed your
transaction" before making another request or ending your call.

284

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

285

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

286

Please state whether you have Medicare A or Medicare B only. (NOT CURRENTLY USEDto be deleted or reused)
Page 9 of 10

OPM IVR Scripts (excluding plans)
2013-2014 Cycle
Script #
287

Message Script
Does your spouse have Medicare coverage? Press 1 if your spouse doesn't have Medicare
coverage, press 2 if your spouse has both Medicare A and B, press 3 if your spouse has
Medicare A only or press 4 if your spouse has Medicare B only.
WILL NO LONGER BE USED – to be deleted or reused>

288
289

Please state whether your spouse has Medicare A or Medicare B only. (NOT CURRENTLY
USED – to be deleted or reused)
Do you have Tricare, Tricare for Life, Peace Corps, or Champ VA coverage? If yes, press 1.
If no, press 2.

290
291

unused
Do you have a private insurance plan? If yes, press 1. If no, press 2.

292

Please speak the name of the private plan.

300-1200
1201
1202

Used for plan and FEHB guide scripts.

1203
1204

Private plan policy number
Please enter your 2 digit birth month, 2 digit birth day, and 4 digit birth year using your
telephone keypad.
You indicated that you wish to receive an Open Season Federal Benefits Guide.
Please remember, your request will not be complete until you hear the message, "We have
processed your transaction."
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.
Please enter the 2 character state code for the FEHB guide you want now.
There are no state codes that match the 2 characters you entered.
You selected the FEHB guide for ...
The state you selected has the same combination of numbers as other state codes
available.
If the states in the list DO NOT include your state choice, press 0 to re-enter the state code.
For US territories of:

Guam, enter “4-8”

Puerto Rico, enter “7-7”
or

Virgin Islands, enter “8-4”.
This request was not processed because you have reached the maximum number of FEHB
state guides that can be requested per day.

1205
1206
1207

1208
1209
1210
1211
1212
1213

1214

Tenth dependent, last name.
Tenth dependent, first name and middle initial.

Page 10 of 10