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

2020-2021 Open Season Express

Call to OPM IVR (1-800-332-9798)

Welcome to Open Season Express, a service for federal retirees and survivor annuitants only.
If you are a current Federal Employee, please contact your Human Resources office for information regarding health benefits
enrollment changes.
For questions regarding Medicare, please call toll free 1-800-633-4227, 7 days a week, 24 hours a day.
To report the death of a spouse or to inquire about the status of your retirement case, call the Retirement Information Office at
1-888-767-6738, Monday through Friday 7:40 am to 5:00 pm eastern time.
100

If you pay your health benefit premiums directly to OPM and have questions, please contact the National Finance Center’s toll free
number 1-800-242-9630, Monday through Friday from 9am to 5pm eastern time.
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.
If you are calling to enroll or change your dental or vision coverage, please call Benefed’s toll free number at 1-877-888-3337, Monday
through Friday from 10am to 8pm eastern time. If you are interested in what a particular plan may offer, please contact the plan directly.
To make changes to your dependent information and you are not making an enrollment change at this time, please contact the plan
directly.
154

To enroll or change your federal health benefits for Open Season, please remain on the line. 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.
In some cases, the enrollee share of FEHB premiums for the Self Plus One enrollment type will be higher than the Self and
Family enrollment type. Enrollees who wish to cover one eligible family member are free to elect either the Self and Family or
Self Plus One enrollment type. Check the premiums on our website at www.opm.gov/fehb premiums.
121

The 2020 Federal Benefits Open Season will be held
November 9th, 2020 through December 14th, 2020.
128

Check host hours

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

Exit

Entry 2

Page 1

2020-2021 Open Season Express
Entry 2

We offer service in English and Spanish.
170

For English, press 1.

171

Para Espanol, oprima dos.

172

INT
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 our
website retireefehb.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

Check to see if claim/ssn
has been verified

FF

C

Exit

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

Please enter the first 7 numbers of your annuity claim
number. 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

The annuity claim number
you entered is not on our file.
126

Retrieve SSN from host

exit

Increment claim
error count

Check claim
error count

<2

C

2

If this is correct,
press 1.
201

SSN from
TT entry

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

To leave Open Season
Express, press 9.
203

oper

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

You entered ...
200

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

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)

I

2

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

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

To leave Open Season
Express, press 9.
203

Check SSN
error count

9

<2

exit

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

K2

To return to the main
menu, press *.
205

A

To leave Open Season
Express, press 9.
203

exit

Page 4

Enrollment Requests
K1

To make an enrollment change, you will
need the first 2 characters of the
enrollment code for the health benefit plan
you are selecting for 2021. 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

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

2

You entered...
200

Entry from caller

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

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

If this is correct, press
1.
201

To leave Open Season
Express, press 9.
203

2

valid matches

spiPlansForStateByKeypad call pass state code, Keypad Code,
original plan code and coverage
choice to retreive possible plans.
HOST 16

K

exit

no match

Retrieve 1-9 plan codes
& IVR messages

E*

N

Increment keypad
error count

Check keypad
error count

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

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

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

(Plan name)
3XX

Increment keypad
error count

Press ...
241 - 249

Check keypad
error count

1-9

E

K

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

K2

A

exit

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

Same plan/coverage

U1*

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
*

K2

A

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

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, 2021.
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

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

To return to the main
menu, press *.
205

If this is correct, press 1.
201

To leave Open Season
Express, press 9.
203
9

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

A

exit

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
Please remember, your brochure request will not be complete until you hear the
message, "We have processed your transaction."
285

CC

To leave Open Season
Express, press 9.
203

To return to the main
menu, press *.
205

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

*

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

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

To leave Open Season
Express, press 9.
203
9

valid matches

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

CC

exit

no match

Retrieve 1-9 plan codes
& IVR messages

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

Increment keypad
error count

O

CC

=2

>1

PP

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

CC

oper

EE

Page 9

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

Pre-recorded plan
name selected

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
1

2

Increment
brochure counter

CC

exit

DD

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

If you selected ...
240

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

(Plan name)
3XX

Increment keypad
error count

Press ...
241 - 249

Check keypad error
count

<2

1-9

E

CC

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.
202

Press the pound sign
to hear the list again.
114

To leave Open Season
Express, press 9.
203

O

exit

2

CC
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
system in one day.
155

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

EE

To leave Open Season
Express, press 9.
203

1

exit

EE

CC

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.
149

spiReqBrochures
call - Brochure
Request
Accept RC 0 only
HOST 7

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

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

To return to the main
menu, press *.
205

A
Clear brochure counters

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

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

Completed forms should be
mailed by the end of Open
Season.
179

To return to the main menu,
press *.
205

To leave Open Season Express,
press 9.
203

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

*

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

Completed forms should be
mailed by the end of Open
Season.
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

*

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

Completed forms should be
mailed by the end of Open
Season.
179

To return to the main menu,
press *.
205

To leave Open Season Express,
press 9.
203

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

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

Retrieve 1-9 state
codes & IVR messages

State code
TT entry

If this is correct,
press 1.
201

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

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

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

To leave Open Season
Express, press 9.
203

exit

SG1

Increment keypad
error count

Check keypad
error count

SG1

>1

OS

MS

oper

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 correct,
press 1.
201

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

RC=1

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

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

To leave Open Season
Express, press 9.
203

SG1

exit

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

We have processed
your transaction.
122

To return to the
main menu, press *
205

To leave Open Season
Express, press 9.
203

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

Press ...
241 - 249

Check keypad error
count

oper

no

Check
holiday

<2

yes

1-9

SG2

SG1

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

SG1

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

spiReqStateGuide call –
RC=
State Guide Request
0
Accept RC 0 only (RC 1=
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

A

exit

122

Press the pound sign
to hear the list again.
114

To leave Open Season
Express, press 9.
203

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

A

exit

Page 16

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

operOpt
Is today
a federal
holiday?

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

To return to the main
menu, press *. 205

To leave Open
Season Express,
press 9.
203

*

A

Within CSR
hours?

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

exit

To return to the main
menu, press *.
205

To leave Open
Season Express,
press 9.
203

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?

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

To return to the main
menu, press *. 205

A

To leave Open
Season Express,
press 9.
203

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 CSR
hours?

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
Survey questions
131 - 141

Check - Have transactions
occurred?

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, which allows you to speak
with an OPM representative live?
272

Check
extension to
see if call
came from
operator

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
inside

Hoy es un dia feriado federal.
223

Route to
Spanish
operator
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

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

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