FEHB IVR 2017 Script

OPM IVR Scripts (excluding plans)
2017-2018 Cycle

Script #
100

Message Script
Welcome to Open Season Express, a service for federal retirees and survivor annuitants.
To provide your spouse with continuous enrollment in the FEHB program you must elect a
survivor benefit for your spouse and be enrolled in Self Plus One or Self and Family at the
time of your death.

101

Before using the Health Benefits Open Season Express, please have available your CSA or
CSF annuity claim number and your social security number. For enrollment changes into a
Self Plus One or Self and Family plan, we will need your dependent’s name, social security
number, date of birth and any other private insurance they may have. Please have this
information on hand when speaking to the customer service representative.

102

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 an Open Season Health Benefits Guide, press 3.
To request other Open Season information to be mailed to you, press 4.
To request a Change of Address, or if you need a password reset, press 0.
To hear the list of options again, press *.

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.

112

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.
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OPM IVR Scripts (excluding plans)
2017-2018 Cycle

Script #

Message Script

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

If you are calling to enroll or change your dental or vision coverage, please call Benefeds at
1-877-888-3337. If you are interested in what a particular plan may offer, please contact the
plan directly. To enroll or change your health benefits for Open Season Express, please
remain on the line. Thank you.

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 1st, 2018

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

The 2017 Federal Benefits Open Season will be held November 13th, 2017 through
December 11th, 2017.
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.

132

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

133

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?
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OPM IVR Scripts (excluding plans)
2017-2018 Cycle

Script #

Message Script

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.

153

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

154

If you are a current Federal Employee, please contact your Human Resources office for
information regarding health benefits enrollment changes.
If you pay your health benefit premiums directly to OPM and have questions, please contact
the National Finance Center at 1-800-242-9630.
For workers compensation questions please call the Department of Labor’s toll free number
1-866-487-2365, Monday through Friday from 8am to 8pm eastern time.”
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OPM IVR Scripts (excluding plans)
2017-2018 Cycle

Script #

Message Script

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.

158

You indicated that you wish to receive an Open Season Health Benefits Election form.

159

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 2018. You indicated that you wish to make an
enrollment change.

168

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

169

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.

170

We offer service in English and Spanish.

171

For English, press 1.

172

Para Espanol, oprima dos.

173

You selected male.

174

You selected female.

175

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

176

You indicated that you wish to receive an Open Season Guide to Federal Benefits for
Former Spouses. However, this guide is no longer available. For the TCC and Former
Spouse rates, go to www.opm.gov.
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OPM IVR Scripts (excluding plans)
2017-2018 Cycle

Script #
177

Message Script
In order for your self and family enrollment to be processed, you must provide dependent
information by speaking with a customer service representative.
Open Season mailers are being mailed to retirees the week of October 23rd, 2017. Look
for us the first week of November. For further assistance with open enrollment questions,
you may also visit OPM’s website at W-W-W dot O-P-M dot gov slash insurance. Thank
you.
Thanks for a great Open Season. Look for us again in early November, 2018. For further
assistance, please call the Retirement Information Office at 1-888-767-6738. Thank you.”
At this time we are experiencing higher than normal call volume. In an effort to expedite
your request, you may enroll on the website at retireefehb.opm.gov. If you wish to continue
to wait, please remain on the line, or you can hang up and give us a call back at a later time.
Please do not hold on the line past 7:00 PM Central time, Remember you have until
December 11th, 2017 to complete your enrollment change.
Our office is currently closed due to inclement weather. Please call back tomorrow.
We are currently experiencing technical difficulties. Please try later.

179

The completed form must be received by December 12th, 2017. Forms received after
this date will be returned to you unprocessed.

180

To request information on canceling or suspending your health benefits coverage, press 1.
To request information on paying your health benefit premiums directly to us, press 2.
To request an Open Season Health Benefits Election form, press 3.
To hear this list of options again, press 4.
To return to the Main Menu, press *.

181

If you want self plus one coverage, press 2.

182

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

194

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

195

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

198

Your call may be monitored for quality assurance purposes.

200

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)

211

We didn’t detect a touch tone entry.
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OPM IVR Scripts (excluding plans)
2017-2018 Cycle

Script #

Message Script

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.

219

Please wait and a Customer Service Specialist will help you.

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.

221

222

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 de la mañana a 7 de la tarde,
de lunes a viernes. Por favor, vuelva a llamar durante este horario el proximo dia laborable.
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.

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.

238

You can also complete transactions through the Internet by logging onto
retireeFEHB.opm.gov.

239

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.
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

245

Press 5
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OPM IVR Scripts (excluding plans)
2017-2018 Cycle

Script #

Message Script

246

Press 6

247

Press 7

248

Press 8

249

Press 9

262

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

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.

272

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

273

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.

274

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

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."

289

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

300-1200

Used for plan and FEHB guide scripts.

1204

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

1205

You indicated that you wish to receive an Open Season Health Benefits Guide.

1206

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

1207

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.

1208

Please enter the 2 character state code for the FEHB guide you want now.
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OPM IVR Scripts (excluding plans)
2017-2018 Cycle

Script #
1209

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

1210

You selected the FEHB guide for ...

1211

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

1212

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

1213

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.

1214

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