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pdf2017-18 Open Season Express
Call to OPM IVR (1-800-332-9798)
Welcome to Open Season Express, a service for federal retirees and survivor annuitants. In the event of your death your spouse may
continue enrollment in the FEHB program as their survivor only if you are enrolled in Self Plus One or Self and Family at the time of death
and you elected to provide a survivor benefit for their spouse.
100
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 1-866-486-2365, Monday through Friday from 8am to
8pm eastern time.
154
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.
121
The 2017 Federal Benefits Open Season will be held
November 13th, 2017 through December 11th, 2017.
128
Check host hours
outside
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.
2
1 (or default)
INT
172
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. 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
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 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 *.
102
9
Exit
options 1-4
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 "CSA", press 1.
103
If your annuity claim number begins with the letters "CSF", press 2.
104
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
If this is correct, press
1.
201
Claim number
from TT entry
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).
The numbers you entered
do not match the numbers
we have on file for the
annuity claim number you
entered.
108
RC = 1
HOST 2
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
Check saved main
menu request
1
K0
RC =0, but Annuitant Type Not IN (‘0’,’2', ‘4’)
OR
Annuitant Status not IN (‘E’, ‘A’, ‘C’, ‘R’, ‘S’,
‘X’)
2
CC1
3
BG
4
RI
Page 2
Request Information Sub-menu
RI
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 *.
180
Check Sub Menu
option chosen
2
1
MM
DP
4
3
2809
*
A
Page 3
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 4
Enrollment Requests
K1
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.
166
K2
If this is correct, press 1.
201
If you want self only coverage, press 1.
To return to the main
menu, press *.
205
To leave Open Season
Express, press 9.
203
*
9
A
exit
115
If you want self plus one coverage, press 2. 181
If you want self and family coverage, press 3.
116
2 – Self plus one
3 – Self and family
1 - Self only
In order for your self and family
enrollment to be processed, you must
provide dependent information by
speaking to a customer service
representative.
177
In order for your self plus one
enrollment to be processed, you must
provide dependent information by
speaking to a customer service
representative.
182
operOpt
Is annuitant's Date
of Birth missing?
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?
No
Edits for valid Date
of Birth entry
Valid
entry
Yes
If you are male, press 1.
If female, press 2. 262
1
You entered...
200
Entry from caller
2
You selected
Female
174
You selected
male
173
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
1
Reset DOB missing
flag to “N”.
1
2
Reset Gender Missing
flag to “N”
Please remember, your enrollment change will not be complete
until you hear the message, "We have processed your
transaction."
284
`
K
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*
Increment keypad
error count
Check keypad
error count
<2
There are no plans in your state
with the first 2 characters of the
enrollment code you entered.
127
=2
>1
N
There are no plans on file matching
this enrollment code selection.
130
K
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
K2
A
exit
1
Check if the
plan/coverage chosen is the
same plan/coverage as
currently on file.
No
U1*
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
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
K2
*
A
9
Exit
Page 7
Enrollment Requests
Self Only
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
We have processed your transaction.
122
The effective date of your Open Season
change is January 1st, 2018.
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
To leave Open
Season Express,
press 9.
203
*
9
A
exit
Page 8
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 9
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 10
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 11
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
received by December 11th,
2017. Forms received after this
date will be returned to you
unprocessed.
179
To return to the main menu,
press *.
205
To leave Open Season Express,
press 9.
203
*
9
A
exit
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 received by December
11th, 2017. Forms received
after this date will be
returned to you
unprocessed.
179
To return to the main menu,
press *.
205
To leave Open Season Express,
press 9.
203
*
9
A
exit
Page 13
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
received by December 11th,
2017. Forms received after
this date will be returned to
you unprocessed.
179
To return to the main menu,
press *.
205
To leave Open Season Express,
press 9.
203
*
9
A
exit
Page 14
Open Season Health Benefits Guide
BG
Not type 2
You indicated that you wish to receive
an Open Season Health Benefits
Guide.
1205
Annuitant Type
If this is correct, press 1.
201
2
You indicated that you wish to receive an Open
Season Guide to Federal Benefits for Former
Spouses. However, this guide is not longer available.
For the TCC and Former Spouse rates, go to
www.opm.gov.
176
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
No
Current State code
on file of “GU”, “PR”,
or “VI”?
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
To leave Open Season
Express, press 9.
203
If this is correct,
press 1.
201
If this is not correct,
press 2 to reenter.
202
1
2
9
SG1
exit
spiStateGuidesByKeypad call pass Keypad Code to retreive
possible plans state guides.
HOST 12
No match
Retrieve 1-9 state
codes & IVR messages
There are no state codes that
match the 2 characters you
entered.
1209
Increment keypad
error count
Check keypad
error count
If only 1
>1
=2
OS
MS
oper
<2
SG1
Page 15
Open Season Health 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 16
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
inside
Please wait and a Customer Service
Representative will help you.
219
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
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
Representative 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 17
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 Representative
will help you.
219
exit
Your call may be monitored for
quality assurance purposes. 198
After speaking to the Customer Service
Representative 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 18
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 19
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 be 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 20
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 21
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 submenu option 2)
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
MM
= Suspend/Cancel (confirmation on submenu option 1)
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 (confirmation on submenu option 4)
PP
= single plan code match on keypad code for Brochure req.
RI
= Request Information Sub-menu
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 Health Benefits Guide Request (confirmation on Main Menu opt 3) SG1 = Collect 2
character state code for State Guide Request
SG2
= Confirmation of state guide selection
Spanish= logic for transfer to Spanish CSR
Survey = Survey Questions asked of caller
U1
= Self Only Enrollment Change processing
U2
= Self/Family Enrollment Change processing
Page 22
| File Type | application/pdf |
| Author | WaglJe |
| File Modified | 2017-08-07 |
| File Created | 2017-04-20 |