Attachment 1
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NEW YORK STATE OF HEALTH
MAXIMUS
SWCC Inbound Call Activities
2013
Period: 10/01/20/13 to 10/31/2013
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
CHPlus
Combo
Medicaid/
FHP
Appeal
Informal Dispute Resolution
8
0.0%
8
–
–
Register an Appeal
3
0.0%
3
Application Processing
Account Creation Assistance
6
0.0%
4
2
–
Missing Data
2
0.0%
1
1
Phone Application - New Ind
6
0.0%
1
4
1
Phone Application-Existing Ind
10
0.0%
4
5
1
Renewal
101
0.1%
–
2
99
Transition to NYHBE-New
1
0.0%
1
Authentication - NYHBE
Authentication - NYHBE
1
0.0%
1
–
–
Authorized Rep - NYHBE
2
0.0%
1
1
Authentication - SWCC
Authentication - SWCC
2,618
2.0%
132
76
2,410
Authorized Rep - SWCC
205
0.2%
5
5
195
Healthcare Proxy - SWCC
15
0.0%
5
1
9
Child Health Plus
Billing Issue - CHP
85
0.1%
82
2
1
CHPlus to MA Conversion-Elig
25
0.0%
10
10
5
Coverage Lookup - CHP
98
0.1%
58
7
33
Covered Services - CHP
66
0.1%
38
6
22
Eligibility Changes - CHP
42
0.0%
24
3
15
Excepted Coverage
6
0.0%
2
3
1
Health Plan Complaint
18
0.0%
16
1
1
Health Plans - CHP
596
0.5%
422
41
133
Premium Contribution Assist
62
0.0%
44
8
10
Presumptive Eligibility - CHP
9
0.0%
7
–
2
Program Information - CHP
2,546
2.0%
1,748
313
485
Renewal App Assistance - CHP
30
0.0%
15
–
15
TPHI Inquiry - CHP
1
0.0%
1
Waiting Period
8
0.0%
6
–
2
Complaint - SWCC
Complaint - SWCC
295
0.2%
24
10
261
Complaints - NYHBE
Complaint - NYHBE
1
0.0%
–
–
1
Coverage Lookup - NYHBE
Application Status
1
0.0%
1
Coverage Verification - NYHBE
3
0.0%
–
1
2
Payment Status
1
0.0%
1
FHP Member
Benefit Card Questions - FHP
10
0.0%
3
–
7
Coverage Lookup - FHP
74
0.1%
3
5
66
Covered Services - FHP
19
0.0%
7
–
12
Eligibility Changes - FHP
6
0.0%
3
3
Health Plans - FHP
7
0.0%
2
–
5
Pregnant Women/Newborn - FHP
2
0.0%
2
Program Information - FHP
43
0.0%
2
6
35
Provider Referral - FHP
3
0.0%
3
Renewal App Assistance - FHP
12
0.0%
4
1
7
TPHI Inquiry - FHP
1
0.0%
1
FPBP
Application Assistance - FPBP
11
0.0%
4
1
6
Benefit Card Questions - FPBP
1,028
0.8%
7
16
1,005
Covered Services - FPBP
34
0.0%
1
3
30
Presumptive Eligibility -FPBP
10
0.0%
2
8
Program Information - FPBP
154
0.1%
4
7
143
Provider Referral - FPBP
609
0.5%
5
5
599
Renewal App Assistance - FPBP
15
0.0%
2
–
13
Fair Hearing-Agency Conf
Agency Conference
49
0.0%
5
1
43
Fair Hearing Assistance
81
0.1%
7
2
72
General Information
Application Assistance-NYHBE
12
0.0%
4
1
7
Benefit Card Questions - NYHBE
1
0.0%
1
–
–
Eligibility Screening - NYHBE
4
0.0%
4
General Eligibility Info-NYHBE
61
0.0%
8
20
33
Health Plans - NYHBE
8
0.0%
2
1
5
Hangup/Disconnect-SWCC
Hangup/Disconnect-SWCC
575
0.4%
32
46
497
Health Plan Enrollment
Enrollment - Shopping
4
0.0%
1
3
MA Member
Benefit Card Questions - MA
1,333
1.0%
10
77
1,246
Billing Issues - MA
264
0.2%
3
14
247
Coverage Lookup - MA
29,032
22.4%
253
655
28,124
Covered Services - MA
2,936
2.3%
32
92
2,812
Eligibility Changes - MA
178
0.1%
6
28
144
Health Plans - MA
500
0.4%
15
33
452
Pregnant Women/Newborn - MA
257
0.2%
6
14
237
Program Information - MA
5,581
4.3%
53
201
5,327
Provider Referral - MA
446
0.3%
–
5
441
Renewal App Assistance - MA
6,868
5.3%
31
45
6,792
Spenddown - MA
124
0.1%
–
3
121
TPHI Inquiry - MA
522
0.4%
3
3
516
MA Special Programs
Employer Buy-In
2
0.0%
1
–
1
FHP Premium Assistance
4
0.0%
1
3
MA Premium Assistance Programs
36
0.0%
1
7
28
MA Special Populations
49
0.0%
3
3
43
Material Requests - SWCC
Bulk Mail Request - SWCC
12
0.0%
5
–
7
Material Request - SWCC
3,475
2.7%
261
160
3,054
Material Requests-NYHBE
Material Request - NYHBE
11
0.0%
2
4
5
Request Paper Application
3
0.0%
1
2
Medicare
Application Assistance - MSP
52
0.0%
10
9
33
Program Information - MSP
283
0.2%
5
31
247
Program Information - Medicare
9,554
7.4%
124
263
9,167
New Applicant/Eligibility
Application Assistance - New
792
0.6%
108
48
636
Documentation Requirements
444
0.3%
91
25
328
Eligibility Questions
448
0.3%
18
35
395
Eligibility Screening - SWCC
600
0.5%
77
78
445
Presumptive Eligibility-SWCC
67
0.1%
3
64
Online Assistance
CoBrowsing
1
0.0%
–
–
1
Help Desk
1
0.0%
1
Outbound/Lang Line-SWCC
Language Line - SWCC
282
0.2%
2
8
272
Outbound Calls - SWCC
6
0.0%
1
5
Referrals & Transfers - NYHBE
Health Plans - NYHBE
1
0.0%
–
–
1
Internal Transfer - NYHBE
4
0.0%
4
LDSS - NYHBE
1
0.0%
–
–
1
Other Programs/Referrals
882
0.7%
1
21
860
Referrals and Transfers- SWCC
Assistor
128
0.1%
43
15
70
DOH Policy Line - DME
144
0.1%
3
141
DOH Policy Line - Dental
202
0.2%
2
3
197
DOH Policy Line - OOS
36
0.0%
2
34
DOH Policy Line - Pharmacy
621
0.5%
3
7
611
Food Stamp - SWCC
1,601
1.2%
6
82
1,513
Fraud Line/OMIG - SWCC
113
0.1%
1
5
107
HRA - SWCC
7,299
5.6%
44
98
7,157
Health Plans - SWCC
5,845
4.5%
857
141
4,847
Internal Transfer - SWCC
4,249
3.3%
38
50
4,161
LDSS - SWCC
18,157
14.0%
121
256
17,780
Medicaid Choice
2,758
2.1%
14
18
2,726
Other
8,098
6.3%
319
256
7,523
Qualified Entities
1,866
1.4%
43
55
1,768
Restricted Recipient Program
30
0.0%
–
–
30
Transportation
801
0.6%
5
9
787
SHOP Employer
Employer Demographic Changes
1
0.0%
1
–
–
Specialized Unit
Good Cause Exemption Request
546
0.4%
2
544
Good Cause Program Information
101
0.1%
–
–
101
Newborn Program Information
1,979
1.5%
16
23
1,940
Presumptive Eligibility Req
43
0.0%
2
1
40
TOTAL
129,373
100.0%
5,419
3,500
120,454
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 11/13/2013 9:14 PM
Period: 11/01/2013 to 11/31/2013
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Authentication
3,995
3.5%
1
85
56
3,642
211
Authorized Rep
100
0.1%
–
–
2
92
2
–
4
Healthcare Proxy
12
0.0%
11
1
Child Health Plus
Billing Issue - CHP
115
0.1%
–
96
1
8
–
–
10
CHPlus to MA Conversion-Elig
27
0.0%
2
1
17
7
Coverage Lookup - CHP
64
0.1%
–
31
6
11
–
–
16
Covered Services - CHP
70
0.1%
2
23
5
24
16
Eligibility Changes - CHP
86
0.1%
2
17
5
35
–
–
27
Excepted Coverage
28
0.0%
5
1
4
18
Health Plan Complaint
33
0.0%
–
22
–
7
–
–
4
Health Plans - CHP
617
0.5%
297
30
166
124
Premium Contribution Assist
80
0.1%
–
51
7
14
2
–
6
Presumptive Eligibility - CHP
16
0.0%
8
2
1
5
Program Information - CHP
2,110
1.8%
–
1,367
194
289
–
–
260
Renewal App Assistance - CHP
35
0.0%
18
1
10
6
TPHI Inquiry - CHP
5
0.0%
–
3
1
–
–
–
1
Waiting Period
32
0.0%
24
2
4
2
Complaint
Complaint
742
0.6%
–
47
13
432
2
2
246
FHP Member
Benefit Card Questions - FHP
15
0.0%
1
12
2
Billing Issues - FHP
2
0.0%
–
–
–
2
–
–
–
Coverage Lookup - FHP
97
0.1%
1
3
77
2
14
Covered Services - FHP
10
0.0%
–
–
–
8
–
–
2
Eligibility Changes - FHP
4
0.0%
3
1
Health Plans - FHP
17
0.0%
–
–
–
15
–
–
2
Pregnant Women/Newborn - FHP
4
0.0%
2
2
Program Information - FHP
51
0.0%
–
2
8
34
–
–
7
Provider Referral - FHP
1
0.0%
1
Renewal App Assistance - FHP
10
0.0%
–
1
–
6
–
–
3
TPHI Inquiry - FHP
4
0.0%
4
FPBP
Application Assistance - FPBP
3
0.0%
–
–
–
3
–
–
–
Benefit Card Questions - FPBP
15
0.0%
11
4
Covered Services - FPBP
18
0.0%
–
–
1
13
1
–
3
Program Information - FPBP
28
0.0%
1
22
5
Provider Referral - FPBP
1
0.0%
–
–
–
–
–
–
1
Renewal App Assistance - FPBP
5
0.0%
3
2
Fair Hearing-Agency Conf
Agency Conference
40
0.0%
–
–
–
21
–
–
19
Fair Hearing Assistance
54
0.0%
1
1
31
21
Hangup/Disconnect
Hangup/Disconnect
2,576
2.2%
–
36
83
928
–
–
1,529
MA Member
Benefit Card Questions - MA
2,320
2.0%
8
70
1,886
356
Billing Issues - MA
548
0.5%
–
1
20
447
–
–
80
Coverage Lookup - MA
35,982
31.4%
2
154
830
27,743
10
7,243
Covered Services - MA
1,375
1.2%
–
4
54
1,108
–
–
209
Eligibility Changes - MA
807
0.7%
13
30
595
169
Health Plans - MA
540
0.5%
–
4
20
401
–
–
115
Pregnant Women/Newborn - MA
540
0.5%
1
7
308
224
Program Information - MA
5,642
4.9%
–
38
210
4,470
3
–
921
Provider Referral - MA
673
0.6%
13
493
167
Renewal App Assistance - MA
3,204
2.8%
2
5
24
2,228
–
–
945
Spenddown - MA
197
0.2%
1
175
21
TPHI Inquiry - MA
282
0.2%
–
–
3
236
2
–
41
MA Special Programs
Employer Buy-In
3
0.0%
2
1
FHP Premium Assistance
6
0.0%
–
1
–
5
–
–
–
MA Premium Assistance Programs
21
0.0%
1
2
12
6
MA Special Populations
55
0.0%
–
1
2
34
–
–
18
Material Requests
Bulk Mail Request
12
0.0%
7
5
Material Request
3,343
2.9%
–
93
120
2,494
2
3
631
Medicare
Application Assistance - MSP
24
0.0%
20
4
Program Information - MSP
499
0.4%
–
4
34
397
–
–
64
Program Information - Medicare
336
0.3%
2
25
227
82
New Applicant/Eligibility
Application Assistance - New
426
0.4%
–
41
15
314
–
–
56
Documentation Requirements
206
0.2%
31
8
157
10
Eligibility Questions
739
0.6%
–
23
55
533
–
–
128
Eligibility Screening
312
0.3%
57
39
164
52
Presumptive Eligibility
16
0.0%
–
–
1
15
–
–
–
Outbound/Lang Line
Language Line
410
0.4%
14
15
311
70
Outbound Calls
13
0.0%
–
–
–
7
–
–
6
Referrals and Transfers
Assistor
240
0.2%
90
14
91
45
DOH Policy Line - DME
293
0.3%
–
–
9
227
–
–
57
DOH Policy Line - Dental
196
0.2%
2
157
37
DOH Policy Line - OOS
45
0.0%
–
–
1
40
–
–
4
DOH Policy Line - Pharmacy
383
0.3%
6
299
78
Food Stamp
2,949
2.6%
–
12
160
2,182
–
–
595
Fraud Line/OMIG
82
0.1%
2
65
15
HRA
14,432
12.6%
–
34
276
11,602
–
–
2,520
Health Plans
4,400
3.8%
2
486
91
3,167
3
651
Internal Transfer
7,299
6.4%
1
87
117
5,712
–
–
1,382
LDSS
6,973
6.1%
1
31
166
5,653
1,122
Medicaid Choice
2,397
2.1%
–
6
41
1,921
–
–
429
Other
2,957
2.6%
50
65
2,249
593
Qualified Entities
73
0.1%
–
1
8
45
–
–
19
Restricted Recipient Program
74
0.1%
56
18
Transportation
844
0.7%
–
1
12
670
–
–
161
Specialized Unit
Good Cause Exemption Request
9
0.0%
3
4
2
Good Cause Program Information
205
0.2%
–
–
5
177
–
–
23
Newborn Program Information
1,019
0.9%
13
844
162
Presumptive Eligibility Req
75
0.1%
–
–
1
60
–
–
14
TOTAL
114,598
100.0%
13
3,431
3,015
85,973
29
5
22,132
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-208b
Time run: 12/3/2013 7:19 PM
Period: 12/01/2013 to 12/31/2013
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Authentication
4,646
3.9%
3
128
189
4,068
3
255
Authorized Rep
65
0.1%
–
1
3
51
–
–
10
Healthcare Proxy
1
0.0%
1
Child Health Plus
Billing Issue - CHP
36
0.0%
–
21
1
8
–
–
6
CHPlus to MA Conversion-Elig
9
0.0%
4
5
Coverage Lookup - CHP
87
0.1%
–
29
10
32
–
1
15
Covered Services - CHP
46
0.0%
26
3
8
9
Eligibility Changes - CHP
49
0.0%
–
11
3
13
–
–
22
Excepted Coverage
27
0.0%
2
1
1
23
Health Plan Complaint
10
0.0%
–
6
1
–
–
–
3
Health Plans - CHP
324
0.3%
113
16
90
105
Premium Contribution Assist
47
0.0%
–
22
–
21
–
–
4
Presumptive Eligibility - CHP
12
0.0%
2
1
4
5
Program Information - CHP
1,434
1.2%
–
768
115
362
–
–
189
Renewal App Assistance - CHP
29
0.0%
17
3
5
4
TPHI Inquiry - CHP
9
0.0%
–
6
2
1
–
–
–
Waiting Period
36
0.0%
15
5
15
1
Complaint
Complaint
708
0.6%
–
32
28
430
2
–
216
FHP Member
Benefit Card Questions - FHP
19
0.0%
17
2
Billing Issues - FHP
3
0.0%
–
–
–
2
–
–
1
Coverage Lookup - FHP
121
0.1%
3
107
11
Covered Services - FHP
7
0.0%
–
–
–
6
–
–
1
Eligibility Changes - FHP
5
0.0%
2
3
Health Plans - FHP
10
0.0%
–
–
1
8
–
–
1
Program Information - FHP
41
0.0%
2
9
26
4
Provider Referral - FHP
1
0.0%
–
–
–
1
–
–
–
Renewal App Assistance - FHP
10
0.0%
7
3
FPBP
Application Assistance - FPBP
2
0.0%
–
–
–
1
–
–
1
Benefit Card Questions - FPBP
8
0.0%
6
2
Covered Services - FPBP
20
0.0%
–
–
–
19
–
–
1
Program Information - FPBP
23
0.0%
1
20
2
Renewal App Assistance - FPBP
1
0.0%
–
–
–
1
–
–
–
Fair Hearing-
Agency Conference
15
0.0%
1
7
7
Fair Hearing Assistance
26
0.0%
–
–
1
12
–
–
13
Hangup/Disconn
Hangup/Disconnect
5,269
4.5%
18
163
2,085
3,003
MA Member
Benefit Card Questions - MA
2,869
2.4%
11
14
136
1,999
1
1
707
Billing Issues - MA
660
0.6%
3
38
457
162
Coverage Lookup - MA
36,160
30.6%
6
148
1,006
26,177
14
5
8,804
Covered Services - MA
1,141
1.0%
3
75
904
1
158
Eligibility Changes - MA
689
0.6%
–
5
139
272
2
–
271
Health Plans - MA
526
0.4%
7
15
386
1
1
116
Pregnant Women/Newborn - MA
428
0.4%
–
1
10
270
–
–
147
Program Information - MA
5,412
4.6%
25
238
4,364
5
1
779
Provider Referral - MA
604
0.5%
–
–
18
454
–
–
132
Renewal App Assistance - MA
2,620
2.2%
8
44
1,918
650
Spenddown - MA
214
0.2%
–
–
9
177
–
–
28
TPHI Inquiry - MA
270
0.2%
3
233
34
MA Special
Employer Buy-In
2
0.0%
–
–
–
2
–
–
–
FHP Premium Assistance
3
0.0%
2
1
MA Premium Assistance Programs
11
0.0%
–
–
–
11
–
–
–
MA Special Populations
40
0.0%
3
32
5
Material
Bulk Mail Request
11
0.0%
–
–
3
2
–
–
6
Material Request
2,400
2.0%
3
14
189
1,699
1
494
Medicare
Application Assistance - MSP
35
0.0%
–
–
7
18
–
–
10
Program Information - MSP
457
0.4%
5
43
340
1
68
Program Information - Medicare
197
0.2%
–
1
23
132
–
–
41
New
Application Assistance - New
212
0.2%
13
11
148
40
Documentation Requirements
141
0.1%
–
11
8
106
–
–
16
Eligibility Questions
687
0.6%
20
47
539
1
80
Eligibility Screening
157
0.1%
1
17
20
92
–
–
27
Presumptive Eligibility
10
0.0%
2
7
1
Outbound/Lang
Language Line
722
0.6%
–
11
34
536
–
–
141
Outbound Calls
20
0.0%
1
2
14
3
Referrals and
Assistor
401
0.3%
1
35
22
201
–
–
142
DOH Policy Line - DME
269
0.2%
4
207
58
DOH Policy Line - Dental
147
0.1%
–
–
1
104
–
–
42
DOH Policy Line - OOS
71
0.1%
1
1
55
14
DOH Policy Line - Pharmacy
453
0.4%
–
1
13
341
–
–
98
Food Stamp
2,495
2.1%
1
6
287
1,675
526
Fraud Line/OMIG
73
0.1%
–
–
4
55
–
–
14
HRA
13,671
11.6%
23
313
10,689
1
2,645
Health Plans
4,950
4.2%
1
285
129
3,411
–
–
1,124
Internal Transfer
9,355
7.9%
159
285
7,134
1,777
LDSS
8,569
7.3%
3
21
258
6,588
–
–
1,699
Medicaid Choice
2,184
1.8%
1
2
54
1,652
475
Other
3,339
2.8%
2
28
121
2,343
–
–
845
Qualified Entities
112
0.1%
2
4
72
34
Restricted Recipient Program
76
0.1%
–
–
1
51
–
–
24
Transportation
834
0.7%
3
38
595
198
Specialized Unit
Good Cause Exemption Request
344
0.3%
–
–
3
311
–
–
30
Good Cause Program Information
101
0.1%
1
88
12
Newborn Program Information
777
0.7%
–
1
1
619
–
–
156
Presumptive Eligibility Req
86
0.1%
1
72
13
TOTAL
118,161
100.0%
33
2,095
4,222
84,995
32
10
26,774
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-208b
Time run: 1/3/2014 12:42 PM
2014
Period: 01/01/2014 to 01/31/2014
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Authentication
5,743
4.7%
1
97
324
4,791
530
Authorized Rep
68
0.1%
1
–
5
59
–
–
3
Healthcare Proxy
3
0.0%
1
2
Child Health Plus
Billing Issue - CHP
38
0.0%
1
10
1
2
–
–
24
CHPlus to MA Conversion-Elig
17
0.0%
1
3
1
4
8
Coverage Lookup - CHP
55
0.0%
1
4
4
25
–
–
21
Covered Services - CHP
25
0.0%
1
8
3
9
4
Eligibility Changes - CHP
28
0.0%
1
5
6
10
–
–
6
Excepted Coverage
4
0.0%
1
3
Health Plan Complaint
8
0.0%
1
3
–
3
–
–
1
Health Plans - CHP
147
0.1%
1
44
9
43
50
Premium Contribution Assist
22
0.0%
1
9
3
5
–
–
4
Presumptive Eligibility - CHP
12
0.0%
1
2
1
7
1
Program Information - CHP
690
0.6%
1
304
72
172
–
–
141
Renewal App Assistance - CHP
16
0.0%
1
5
2
7
1
TPHI Inquiry - CHP
4
0.0%
1
3
–
–
–
–
–
Waiting Period
19
0.0%
1
13
2
2
1
Complaint
Complaint
841
0.7%
2
13
43
620
1
–
162
FHP Member
Benefit Card Questions - FHP
10
0.0%
1
9
Billing Issues - FHP
2
0.0%
2
–
–
–
–
–
–
Coverage Lookup - FHP
100
0.1%
1
5
86
8
Covered Services - FHP
5
0.0%
1
–
–
3
–
–
1
Eligibility Changes - FHP
1
0.0%
1
Health Plans - FHP
5
0.0%
1
–
–
2
1
–
1
Pregnant Women/Newborn - FHP
1
0.0%
1
Program Information - FHP
39
0.0%
2
1
1
32
–
–
3
Provider Referral - FHP
1
0.0%
1
FPBP
Renewal App Assistance - FHP
10
0.0%
1
–
1
7
–
–
1
TPHI Inquiry - FHP
1
0.0%
1
Application Assistance - FPBP
5
0.0%
1
–
–
1
–
–
3
Benefit Card Questions - FPBP
21
0.0%
2
17
2
Covered Services - FPBP
14
0.0%
1
–
2
8
–
–
3
Presumptive Eligibility - FPBP
2
0.0%
1
1
Program Information - FPBP
31
0.0%
1
–
1
25
–
–
4
Provider Referral - FPBP
1
0.0%
1
0
0
Fair Hearing - Hangup/Disconn MA Member
Provider Support - FPBP
2
0.0%
1
–
–
1
–
–
0
Renewal App Assistance - FPBP
3
0.0%
1
1
1
0
Agency Conference
26
0.0%
1
–
0
9
–
–
16
Fair Hearing Assistance
19
0.0%
1
5
6
7
Hangup/Disconnect
2,739
2.2%
1
10
125
890
–
–
1713
Benefit Card Questions - MA
2,867
2.3%
1
4
144
2,110
7
601
Billing Issues - MA
506
0.4%
1
1
56
309
–
–
139
Coverage Lookup - MA
41,438
33.7%
15
96
2350
28,355
15
26
10581
Covered Services - MA
1,094
0.9%
–
1
68
859
2
–
164
Eligibility Changes - MA
1,424
1.2%
1
981
204
1
237
Health Plans - MA
578
0.5%
1
–
24
444
2
–
107
Pregnant Women/Newborn - MA
358
0.3%
1
17
250
90
Program Information - MA
4,847
3.9%
1
28
281
3,689
3
–
845
Provider Referral - MA
665
0.5%
1
2
15
491
2
154
Renewal App Assistance - MA
2,673
2.2%
1
6
43
1,984
1
–
638
Spenddown - MA
201
0.2%
1
3
158
39
MA Special
TPHI Inquiry - MA
302
0.2%
1
1
7
259
–
–
34
Employer Buy-In
1
0.0%
1
0
FHP Premium Assistance
4
0.0%
1
–
–
3
–
–
–
MA Premium Assistance Programs
12
0.0%
1
1
9
1
MA Special Populations
62
0.1%
1
–
2
53
–
–
6
Material Medicare
Bulk Mail Request
14
0.0%
1
2
3
8
Material Request
1,999
1.6%
3
14
213
1291
–
–
478
Application Assistance - MSP
21
0.0%
1
1
12
7
Program Information - MSP
404
0.3%
1
–
39
309
–
–
55
Program Information - Medicare
161
0.1%
1
13
97
50
New
Application Assistance - New
256
0.2%
2
6
17
177
1
–
53
Documentation Requirements
62
0.1%
1
4
8
43
6
Outbound/Lang Referrals and
Eligibility Questions
488
0.4%
1
20
53
357
1
–
56
Eligibility Screening
82
0.1%
1
7
11
57
6
Presumptive Eligibility
18
0.0%
1
1
5
6
–
–
5
Language Line
984
0.8%
1
9
41
844
1
88
Outbound Calls
35
0.0%
1
–
1
27
–
–
6
Assistor
397
0.3%
1
22
32
210
132
DOH Policy Line - DME
342
0.3%
1
3
22
224
–
–
92
DOH Policy Line - Dental
244
0.2%
1
11
167
65
DOH Policy Line - OOS
136
0.1%
1
–
7
106
–
–
22
DOH Policy Line - Pharmacy
641
0.5%
1
2
69
401
1
167
Food Stamp
2,073
1.7%
1
9
329
1,290
–
–
444
Fraud Line/OMIG
67
0.1%
1
55
11
HRA
13,010
10.6%
2
31
885
9,453
–
–
2639
Health Plans
4,711
3.8%
1
151
211
3193
1155
Internal Transfer
11,146
9.1%
1
111
999
7752
–
–
2283
LDSS
9,731
7.9%
1
57
816
6812
1
2044
Specialized Unit
Medicaid Choice
2,259
1.8%
1
5
118
1684
–
1
450
Other
3,123
2.5%
2
13
180
2090
838
Qualified Entities
100
0.1%
1
–
9
61
2
–
27
Restricted Recipient Program
91
0.1%
1
1
2
64
23
Transportation
979
0.8%
1
–
83
676
–
–
219
Good Cause Exemption Request
88
0.1%
1
1
66
20
Good Cause Program Information
308
0.3%
2
–
1
225
–
–
80
Newborn Program Information
856
0.7%
1
3
8
681
163
Presumptive Eligibility Req
158
0.1%
1
–
–
132
–
–
25
TOTAL
122,794
100.0%
111
1,143
8,795
84,601
42
27
28,075
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 2/5/2014 12:42 PM
Period: 02/01/2014 to 02/31/2014
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Authentication
4,723
4.4%
1
17
107
3,980
4
614
Authorized Rep
43
0.0%
–
1
1
36
1
–
4
Healthcare Proxy
6
0.0%
1
5
Child Health Plus
Billing Issue - CHP
14
0.0%
–
4
–
5
–
–
5
CHPlus to MA Conversion-Elig
5
0.0%
1
2
2
Coverage Lookup - CHP
23
0.0%
–
6
3
9
–
–
5
Covered Services - CHP
8
0.0%
4
3
1
Eligibility Changes - CHP
20
0.0%
–
2
–
11
–
–
7
Excepted Coverage
5
0.0%
1
4
Health Plan Complaint
1
0.0%
–
–
–
1
–
–
–
Health Plans - CHP
61
0.1%
12
5
30
14
Premium Contribution Assist
12
0.0%
–
2
–
3
–
–
7
Presumptive Eligibility - CHP
3
0.0%
1
1
1
Program Information - CHP
357
0.3%
–
113
19
161
–
–
64
Renewal App Assistance - CHP
13
0.0%
5
1
6
1
Waiting Period
6
0.0%
–
3
1
2
–
–
–
Complaint
Complaint
875
0.8%
1
56
33
576
1
208
FHP Member
Benefit Card Questions - FHP
13
0.0%
–
–
–
5
–
–
8
Billing Issues - FHP
2
0.0%
1
1
Coverage Lookup - FHP
49
0.0%
–
–
2
43
–
–
4
Health Plans - FHP
5
0.0%
1
4
Pregnant Women/Newborn - FHP
2
0.0%
–
–
–
1
–
–
1
Program Information - FHP
18
0.0%
4
13
1
Provider Referral - FHP
1
0.0%
–
–
–
1
–
–
–
Renewal App Assistance - FHP
8
0.0%
2
2
4
FPBP
Application Assistance - FPBP
4
0.0%
–
–
–
1
–
–
3
Benefit Card Questions - FPBP
12
0.0%
6
6
Covered Services - FPBP
14
0.0%
–
–
1
7
–
–
6
Program Information - FPBP
22
0.0%
20
2
Provider Support - FPBP
1
0.0%
–
–
–
–
–
–
1
Renewal App Assistance - FPBP
3
0.0%
1
2
Fair Hearing-Agency Conf
Agency Conference
7
0.0%
–
–
–
5
–
–
2
Fair Hearing Assistance
16
0.0%
7
9
Hangup/Disconnect
Hangup/Disconnect
2,266
2.1%
–
9
65
642
–
–
1550
MA Member
Benefit Card Questions - MA
1,915
1.8%
1
5
91
1,144
3
671
Billing Issues - MA
292
0.3%
–
–
62
165
–
–
65
Coverage Lookup - MA
39,836
36.7%
9
466
2,013
27,023
10
2
10,313
Covered Services - MA
988
0.9%
–
8
70
706
–
–
204
Eligibility Changes - MA
1,591
1.5%
4
1,367
59
161
Health Plans - MA
497
0.5%
1
9
6
394
–
–
87
Pregnant Women/Newborn - MA
342
0.3%
3
25
232
82
Program Information - MA
4,193
3.9%
–
17
249
2,837
–
–
1090
Provider Referral - MA
594
0.5%
4
34
443
113
Renewal App Assistance - MA
2,275
2.1%
–
8
228
1,435
–
–
604
Spenddown - MA
165
0.2%
4
138
23
TPHI Inquiry - MA
256
0.2%
–
–
7
216
–
–
33
Unspecified
2
0.0%
0
2
MA Special Programs
Employer Buy-In
4
0.0%
–
–
–
4
–
–
–
FHP Premium Assistance
3
0.0%
1
1
1
MA Premium Assistance Programs
10
0.0%
–
–
4
4
–
–
2
MA Special Populations
47
0.0%
4
39
4
Material Requests
Bulk Mail Request
6
0.0%
–
–
2
0
–
–
4
Material Request
1,880
1.7%
4
45
237
1,137
3
1
453
Received in Error
5
0.0%
–
–
2
0
–
–
3
Medicare
Application Assistance - MSP
26
0.0%
4
16
6
Program Information - MSP
279
0.3%
–
–
12
212
–
–
55
Program Information - Medicare
111
0.1%
1
12
74
24
New Applicant/Eligibility
Application Assistance - New
152
0.1%
–
8
4
114
–
–
26
Documentation Requirements
36
0.0%
2
30
4
Eligibility Questions
422
0.4%
–
9
22
339
–
–
52
Eligibility Screening
70
0.1%
2
2
52
14
Presumptive Eligibility
7
0.0%
–
–
–
6
–
–
1
Outbound/Lang Line
Language Line
578
0.5%
12
500
66
Outbound Calls
28
0.0%
–
–
–
18
–
–
10
Referrals and Transfers
Assistor
324
0.3%
5
24
250
45
DOH Policy Line - DME
363
0.3%
–
18
21
259
–
–
65
DOH Policy Line - Dental
251
0.2%
10
7
177
57
DOH Policy Line - OOS
88
0.1%
–
2
2
65
–
–
19
DOH Policy Line - Pharmacy
560
0.5%
8
27
401
124
Food Stamp
2,240
2.1%
1
52
261
1401
–
–
525
Fraud Line/OMIG
53
0.0%
3
6
27
17
HRA
10,532
9.7%
–
28
709
7,758
2
–
2,035
Health Plans
3,892
3.6%
1
157
239
2,652
843
Internal Transfer
9,738
9.0%
3
83
883
6,322
3
1
2,443
LDSS
8,510
7.8%
126
1,013
5,555
2
1814
Medicaid Choice
1,847
1.7%
–
8
113
1,328
2
–
396
Other
2,618
2.4%
1
84
128
1,727
4
674
Qualified Entities
49
0.0%
–
2
3
18
–
–
26
Restricted Recipient Program
102
0.1%
3
59
40
Transportation
1,048
1.0%
–
25
129
677
–
–
217
Specialized Unit
Good Cause Exemption Request
2
0.0%
2
Good Cause Program Information
339
0.3%
–
1
–
225
–
–
113
Newborn Program Information
530
0.5%
3
325
202
Presumptive Eligibility Req 126
126
0.1%
–
–
–
80
–
–
46
TOTAL
108,440
100.0%
23
1,441
8,289
72,230
35
4
26,418
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 3/7/2014 12:42 PM
Period: 03/01/2014 to 03/31/2014
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Authentication
2,925
2.1%
5
77
2,300
543
Authorized Rep
65
0.0%
2
1
9
46
–
–
7
Healthcare Proxy
3
0.0%
1
1
1
Child Health Plus
Billing Issue - CHP
25
0.0%
–
11
1
9
–
–
4
CHPlus to MA Conversion-Elig
6
0.0%
3
1
2
Coverage Lookup - CHP
32
0.0%
–
–
7
12
–
–
13
Covered Services - CHP
19
0.0%
2
12
5
Eligibility Changes - CHP
18
0.0%
–
2
1
11
–
–
4
Excepted Coverage
13
0.0%
1
7
5
Health Plan Complaint
6
0.0%
–
1
2
2
–
–
1
Health Plans - CHP
91
0.1%
24
6
38
23
Premium Contribution Assist
16
0.0%
–
8
3
4
–
–
1
Presumptive Eligibility - CHP
1
0.0%
1
Program Information - CHP
392
0.3%
–
136
20
178
–
–
58
Renewal App Assistance - CHP
16
0.0%
2
3
9
2
TPHI Inquiry - CHP
1
0.0%
–
–
–
1
–
–
–
Waiting Period
2
0.0%
1
1
Complaint
Complaint
1,044
0.8%
2
46
72
657
1
–
266
FHP Member
Benefit Card Questions - FHP
15
0.0%
2
9
4
Billing Issues - FHP
1
0.0%
–
–
–
1
–
–
–
Coverage Lookup - FHP
22
0.0%
1
16
5
Covered Services - FHP
1
0.0%
–
–
–
1
–
–
–
Health Plans - FHP
3
0.0%
1
2
Program Information - FHP
5
0.0%
–
–
–
5
–
–
–
Renewal App Assistance - FHP
9
0.0%
7
2
FPBP
Application Assistance - FPBP
12
0.0%
–
3
3
2
–
–
4
Benefit Card Questions - FPBP
6
0.0%
5
1
Covered Services - FPBP
16
0.0%
–
–
1
13
–
–
2
Program Information - FPBP
29
0.0%
2
24
3
Provider Referral - FPBP
1
0.0%
–
–
–
1
–
–
–
Renewal App Assistance - FPBP
5
0.0%
2
3
Fair Hearing-Agency Conf
Agency Conference
16
0.0%
–
–
2
9
–
–
5
Fair Hearing Assistance
26
0.0%
2
2
18
4
Hangup/Disconnect
Hangup/Disconnect
2,680
2.0%
–
5
127
612
–
–
1,936
MA Member
Benefit Card Questions - MA
2,174
1.6%
6
109
1,488
1
570
Billing Issues - MA
361
0.3%
1
–
59
233
–
–
68
Coverage Lookup - MA
56,544
41.2%
12
848
5,327
38,222
6
16
12,113
Covered Services - MA
987
0.7%
–
5
40
776
–
–
166
Eligibility Changes - MA
2,184
1.6%
1
1,957
82
144
Health Plans - MA
486
0.4%
–
3
23
346
–
–
114
Pregnant Women/Newborn - MA
400
0.3%
39
270
91
Program Information - MA
4,227
3.1%
–
14
401
2,562
–
–
1,250
Provider Referral - MA
737
0.5%
2
45
580
110
Renewal App Assistance - MA
2,748
2.0%
–
5
400
1,748
–
–
595
Spenddown - MA
154
0.1%
1
5
129
19
TPHI Inquiry - MA
258
0.2%
–
–
6
226
–
–
26
Unspecified
2
0.0%
2
MA Special Programs
Employer Buy-In
1
0.0%
1
–
–
–
–
–
–
FHP Premium Assistance
7
0.0%
4
1
2
MA Premium Assistance Programs
22
0.0%
3
1
1
11
–
–
6
MA Special Populations
34
0.0%
2
28
4
Material Requests
Bulk Mail Request
23
0.0%
–
–
–
9
–
–
14
Material Request
2,194
1.6%
20
28
383
1,244
6
2
511
Received in Error
1
0.0%
–
–
–
1
–
–
–
Medicare
Application Assistance - MSP
45
0.0%
6
15
13
11
Program Information - MSP
306
0.2%
–
–
9
250
–
–
47
Program Information - Medicare
131
0.1%
20
96
15
New Applicant/Eligibility
Application Assistance - New
351
0.3%
–
4
35
253
–
–
59
Documentation Requirements
41
0.0%
2
32
7
Eligibility Questions
989
0.7%
–
3
17
759
1
–
209
Eligibility Screening
79
0.1%
1
5
65
8
Presumptive Eligibility
4
0.0%
–
–
–
2
–
–
2
Outbound/Lang Line
Language Line
210
0.2%
5
169
36
Outbound Calls
2
0.0%
–
–
1
–
–
–
1
Referrals and Transfers
Assistor
191
0.1%
8
20
143
20
DOH Policy Line - DME
397
0.3%
–
11
33
284
–
–
69
DOH Policy Line - Dental
286
0.2%
12
31
178
65
DOH Policy Line - OOS
118
0.1%
1
–
11
85
–
–
21
DOH Policy Line - Pharmacy
725
0.5%
1
42
78
480
124
Food Stamp
2,682
2.0%
–
17
505
1,663
–
–
497
Fraud Line/OMIG
105
0.1%
3
10
77
15
HRA
11,189
8.2%
–
22
1,263
7,957
–
–
1,947
Health Plans
4,681
3.4%
1
134
395
3,235
916
Internal Transfer
17,283
12.6%
2
73
2,285
10,607
–
–
4,316
LDSS
8,721
6.4%
153
1,346
5,621
1
1,600
Medicaid Choice
1,948
1.4%
–
5
265
1,299
–
–
379
Other
3,070
2.2%
3
87
282
1,929
769
Qualified Entities
51
0.0%
–
1
9
17
–
–
24
Restricted Recipient Program
107
0.1%
1
13
60
33
Transportation
1,144
0.8%
–
30
152
735
–
–
227
Specialized Unit
Good Cause Exemption Request
180
0.1%
10
84
86
Good Cause Program Information
286
0.2%
–
–
12
183
–
–
91
Newborn Program Information
558
0.4%
8
278
272
Presumptive Eligibility Req
160
0.1%
–
–
1
90
–
–
69
TOTAL
137,106
100.0%
60
1,771
15,981
88,616
16
18
30,644
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 4/1/2014 12:42 PM
Period: 04/01/2014 to 04/30/2014
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Authentication
2,100
1.7%
16
449
1,334
301
Authorized Rep
84
0.1%
–
–
30
43
–
–
11
Healthcare Proxy
1
0.0%
1
Child Health Plus
Billing Issue - CHP
14
0.0%
–
6
–
7
–
–
1
CHPlus to MA Conversion-Elig
5
0.0%
1
3
1
Coverage Lookup - CHP
32
0.0%
–
5
4
13
–
–
10
Covered Services - CHP
19
0.0%
7
1
7
1
3
Eligibility Changes - CHP
10
0.0%
–
1
–
7
–
–
2
Health Plan Complaint
1
0.0%
1
Health Plans - CHP
65
0.1%
–
15
1
30
–
–
19
Premium Contribution Assist
13
0.0%
2
4
7
Presumptive Eligibility - CHP
9
0.0%
–
1
–
4
–
–
4
Program Information - CHP
303
0.2%
102
20
156
25
Renewal App Assistance - CHP
19
0.0%
–
4
1
7
–
–
7
Complaint
Complaint
977
0.8%
2
28
134
594
219
FHP Member
Benefit Card Questions - FHP
3
0.0%
–
–
–
3
–
–
–
Coverage Lookup - FHP
24
0.0%
7
14
3
Covered Services - FHP
3
0.0%
–
–
–
3
–
–
–
Health Plans - FHP
11
0.0%
1
10
Pregnant Women/Newborn - FHP
17
0.0%
–
–
–
1
–
–
16
Program Information - FHP
10
0.0%
2
6
2
Provider Referral - FHP
1
0.0%
–
–
–
–
–
–
1
Renewal App Assistance - FHP
12
0.0%
11
1
FPBP
Application Assistance - FPBP
3
0.0%
–
–
2
1
–
–
–
Benefit Card Questions - FPBP
9
0.0%
1
5
1
2
Covered Services - FPBP
14
0.0%
–
–
4
10
–
–
–
Presumptive Eligibility -FPBP
1
0.0%
1
Program Information - FPBP
15
0.0%
–
–
3
9
–
–
3
Provider Referral - FPBP
13
0.0%
1
12
Renewal App Assistance - FPBP
8
0.0%
–
–
–
7
–
–
1
Fair Hearing-Agency Conf
Agency Conference
13
0.0%
10
3
Fair Hearing Assistance
15
0.0%
–
1
1
8
–
–
5
Hangup/Disconnect
Hangup/Disconnect
2,573
2.0%
1
164
500
1,908
MA Member
Benefit Card Questions - MA
2,467
1.9%
–
4
153
1,954
–
1
355
Billing Issues - MA
381
0.3%
72
263
46
Coverage Lookup - MA
52,979
41.9%
7
602
6,656
37,291
2
18
8,403
Covered Services - MA
954
0.8%
2
73
780
1
98
Eligibility Changes - MA
2,365
1.9%
–
2
2,213
86
–
–
64
Health Plans - MA
269
0.2%
2
13
203
51
Pregnant Women/Newborn - MA
284
0.2%
–
–
26
213
–
–
45
Program Information - MA
4,239
3.4%
19
488
2,462
1
1,269
Provider Referral - MA
697
0.6%
–
–
60
537
–
–
100
Renewal App Assistance - MA
2,489
2.0%
11
308
1,718
452
Spenddown - MA
151
0.1%
–
–
3
135
–
–
13
TPHI Inquiry - MA
235
0.2%
15
199
21
MA Special Programs
MA Premium Assistance Programs
15
0.0%
–
–
–
13
–
–
2
MA Special Populations
18
0.0%
1
12
5
Material Requests
Bulk Mail Request
13
0.0%
–
–
4
2
–
–
7
Material Request
2,212
1.7%
10
52
514
1,209
5
422
Received in Error
2
0.0%
–
–
1
1
–
–
–
Medicare
Application Assistance - MSP
28
0.0%
1
19
8
Program Information - MSP
248
0.2%
–
–
6
219
–
–
23
Program Information - Medicare
54
0.0%
1
7
34
12
New Applicant/Eligibility
Application Assistance - New
221
0.2%
–
–
1
183
–
–
37
Documentation Requirements
29
0.0%
2
2
20
5
Eligibility Questions
467
0.4%
–
1
21
412
–
–
33
Eligibility Screening
43
0.0%
1
3
39
Presumptive Eligibility
4
0.0%
–
–
1
1
–
–
2
Outbound/Lang Line
Language Line
262
0.2%
1
23
225
13
Outbound Calls
8
0.0%
–
–
4
4
–
–
–
Referrals and Transfers
Assistor
143
0.1%
4
28
88
23
DOH Policy Line - DME
413
0.3%
–
11
43
314
–
–
45
DOH Policy Line - Dental
358
0.3%
16
23
244
75
DOH Policy Line - OOS
158
0.1%
–
3
76
60
–
–
19
DOH Policy Line - Pharmacy
772
0.6%
25
131
522
94
Food Stamp
2,629
2.1%
–
10
520
1,792
–
–
307
Fraud Line/OMIG
79
0.1%
10
56
13
HRA
8,932
7.1%
–
26
1,325
6,658
–
1
922
Health Plans
4,279
3.4%
120
450
3,158
551
Internal Transfer
15,780
12.5%
–
90
2,160
10,186
1
–
3,343
LDSS
8,049
6.4%
1
70
1,413
5,483
1,082
Medicaid Choice
1,789
1.4%
–
6
311
1,265
–
1
206
Other
2,843
2.2%
1
39
360
2,030
1
412
Qualified Entities
55
0.0%
–
1
5
23
–
–
26
Restricted Recipient Program
139
0.1%
1
31
86
21
Transportation
1,197
0.9%
–
18
182
796
–
–
201
Specialized Unit
Good Cause Exemption Request
630
0.5%
1
15
407
207
Good Cause Program Information
18
0.0%
–
–
–
8
–
–
10
Newborn Program Information
580
0.5%
32
427
1
120
Presumptive Eligibility Req
148
0.1%
–
–
1
103
–
–
44
TOTAL
126,522
100.0%
21
1,330
18,610
84,741
12
23
21,785
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 5/2/2014 12:42 PM
Period: 05/01/2014 to 05/31/2014
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Authentication
2,143
1.6%
1
2
897
857
386
Authorized Rep
103
0.1%
1
3
36
50
–
–
13
Healthcare Proxy
5
0.0%
1
2
1
1
Child Health Plus
Billing Issue - CHP
20
0.0%
1
14
1
4
–
–
–
CHPlus to MA Conversion-Elig
8
0.0%
1
1
1
2
3
Coverage Lookup - CHP
38
0.0%
1
6
6
20
–
–
5
Covered Services - CHP
23
0.0%
1
10
1
7
4
Eligibility Changes - CHP
25
0.0%
1
4
1
17
–
–
2
Excepted Coverage
3
0.0%
1
1
1
Health Plan Complaint
4
0.0%
1
1
–
2
–
–
–
Health Plans - CHP
54
0.0%
1
18
3
30
2
Premium Contribution Assist
7
0.0%
1
3
–
3
–
–
–
Presumptive Eligibility - CHP
2
0.0%
1
1
Program Information - CHP
202
0.2%
1
81
8
99
–
–
13
Renewal App Assistance - CHP
12
0.0%
1
2
2
7
TPHI Inquiry - CHP
2
0.0%
1
1
–
–
–
–
–
Waiting Period
3
0.0%
1
2
Complaint
Complaint
958
0.7%
1
51
200
510
–
–
196
FHP Member
Benefit Card Questions - FHP
17
0.0%
2
1
1
12
1
Billing Issues - FHP
1
0.0%
1
–
–
–
–
–
–
Coverage Lookup - FHP
37
0.0%
1
20
15
1
Covered Services - FHP
6
0.0%
1
1
–
4
–
–
–
Eligibility Changes - FHP
3
0.0%
1
1
1
Health Plans - FHP
5
0.0%
1
3
–
1
–
–
–
Pregnant Women/Newborn - FHP
7
0.0%
1
2
1
2
1
Program Information - FHP
6
0.0%
2
2
1
1
–
–
–
Provider Referral - FHP
4
0.0%
1
2
1
Renewal App Assistance - FHP
15
0.0%
3
1
1
10
–
–
–
TPHI Inquiry - FHP
1
0.0%
1
FPBP
Application Assistance - FPBP
2
0.0%
1
–
–
–
–
–
1
Benefit Card Questions - FPBP
7
0.0%
1
6
Covered Services - FPBP
25
0.0%
1
2
8
12
–
–
2
Presumptive Eligibility -FPBP
4
0.0%
1
3
Program Information - FPBP
14
0.0%
1
1
–
8
–
–
4
Provider Referral - FPBP
5
0.0%
2
1
1
1
Provider Support - FPBP
3
0.0%
1
–
1
–
–
–
1
Renewal App Assistance - FPBP
8
0.0%
1
2
5
Fair Hearing-Agency Conf
Agency Conference
13
0.0%
1
2
–
9
–
–
1
Fair Hearing Assistance
17
0.0%
1
2
13
1
Hangup/Disconnect
Hangup/Disconnect
2,567
1.9%
1
2
123
462
–
–
1,979
MA Member
Benefit Card Questions - MA
1,901
1.4%
1
22
94
1,612
3
169
Billing Issues - MA
329
0.2%
1
4
54
242
–
–
28
Coverage Lookup - MA
54,671
41.3%
4
1,322
10,245
36,125
2
6
6,967
Covered Services - MA
1,075
0.8%
1
35
130
696
–
–
213
Eligibility Changes - MA
1,746
1.3%
1
1,633
70
42
Health Plans - MA
212
0.2%
1
11
20
152
–
–
28
Pregnant Women/Newborn - MA
169
0.1%
3
1
32
108
25
Program Information - MA
3,385
2.6%
1
58
638
1,835
–
–
853
Provider Referral - MA
567
0.4%
1
1
74
414
77
Renewal App Assistance - MA
1,975
1.5%
1
5
354
1,426
–
–
189
Spenddown - MA
157
0.1%
2
3
12
135
5
TPHI Inquiry - MA
221
0.2%
1
–
28
177
–
–
15
Unspecified
1
0.0%
1
MA Special Programs
Employer Buy-In
1
0.0%
1
–
–
–
–
–
–
FHP Premium Assistance
9
0.0%
2
2
1
4
MA Premium Assistance Programs
28
0.0%
1
–
7
10
–
–
10
MA Special Populations
22
0.0%
1
8
5
8
Material Requests
Bulk Mail Request
6
0.0%
1
–
–
5
–
–
–
Material Request
1,943
1.5%
10
54
550
1,024
4
1
300
Received in Error
2
0.0%
1
–
–
1
–
–
–
Medicare
Application Assistance - MSP
29
0.0%
1
3
6
13
6
Program Information - MSP
249
0.2%
1
1
28
202
–
–
17
Program Information - Medicare
96
0.1%
1
6
15
60
14
New Applicant/Eligibility
Application Assistance - New
135
0.1%
2
1
4
115
–
–
13
Documentation Requirements
19
0.0%
1
14
4
Eligibility Questions
269
0.2%
1
2
13
239
–
–
14
Eligibility Screening
59
0.0%
1
5
1
46
6
Presumptive Eligibility
2
0.0%
1
–
–
1
–
–
–
Outbound/Lang Line
Language Line
167
0.1%
1
12
145
9
Outbound Calls
6
0.0%
1
–
2
2
–
–
1
Referrals and Transfers
Assistor
131
0.1%
1
6
25
94
5
DOH Policy Line - DME
447
0.3%
1
14
114
286
–
–
32
DOH Policy Line - Dental
316
0.2%
1
11
79
191
34
DOH Policy Line - OOS
200
0.2%
1
6
94
89
–
–
10
DOH Policy Line - Pharmacy
805
0.6%
1
25
271
451
57
Food Stamp
2,902
2.2%
1
50
766
1,875
–
–
210
Fraud Line/OMIG
81
0.1%
1
7
6
57
10
HRA
9,791
7.4%
2
176
1,965
7,059
–
–
589
Health Plans
4,965
3.8%
1
155
1,124
3,245
440
Internal Transfer
19,080
14.4%
2
309
4,356
11,892
–
–
2,521
LDSS
9,563
7.2%
1
333
1,972
6,468
789
Medicaid Choice
2,067
1.6%
2
75
438
1,436
–
–
116
Other
3,059
2.3%
4
80
569
2,097
309
Qualified Entities
53
0.0%
1
–
16
20
–
–
16
Restricted Recipient Program
158
0.1%
2
47
95
14
Transportation
1,250
0.9%
1
44
230
822
–
–
153
Specialized Unit
Good Cause Exemption Request
653
0.5%
1
58
442
152
Good Cause Program Information
22
0.0%
4
–
9
5
–
–
4
Newborn Program Information
769
0.6%
2
111
536
120
Presumptive Eligibility Req
149
0.1%
1
2
2
113
–
–
31
TOTAL
132,291
100.0%
122
3,056
27,528
84,318
10
7
17,250
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 6/3/2014 12:42 PM
Period: 06/01/2014 to 06/30/2014
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Authentication
1,843
1.4%
1
1
420
977
444
Authorized Rep
63
0.0%
–
1
23
36
–
–
3
Healthcare Proxy
4
0.0%
3
1
Child Health Plus
Billing Issue - CHP
14
0.0%
–
6
1
7
–
–
–
CHPlus to MA Conversion-Elig
1
0.0%
1
Coverage Lookup - CHP
26
0.0%
–
4
3
14
–
–
5
Covered Services - CHP
7
0.0%
2
2
3
Eligibility Changes - CHP
8
0.0%
–
–
–
6
–
–
2
Excepted Coverage
1
0.0%
1
Health Plan Complaint
3
0.0%
–
–
–
2
–
–
1
Health Plans - CHP
21
0.0%
5
1
9
6
Premium Contribution Assist
4
0.0%
–
1
1
2
–
–
–
Program Information - CHP
181
0.1%
72
16
82
11
Renewal App Assistance - CHP
13
0.0%
–
7
–
5
–
–
1
Waiting Period
2
0.0%
1
1
Complaint
Complaint
803
0.6%
1
43
145
454
–
–
160
FHP Member
Benefit Card Questions - FHP
9
0.0%
1
8
Billing Issues - FHP
1
0.0%
–
–
1
–
–
–
–
Coverage Lookup - FHP
17
0.0%
1
10
3
3
Covered Services - FHP
3
0.0%
–
–
–
3
–
–
–
Health Plans - FHP
1
0.0%
1
Program Information - FHP
5
0.0%
–
–
1
3
–
–
1
Renewal App Assistance - FHP
6
0.0%
1
5
FPBP
Application Assistance - FPBP
1
0.0%
–
1
–
–
–
–
–
Benefit Card Questions - FPBP
3
0.0%
3
Covered Services - FPBP
6
0.0%
–
–
1
4
–
–
1
Program Information - FPBP
10
0.0%
1
9
Provider Support - FPBP
3
0.0%
–
–
–
–
–
–
3
Renewal App Assistance - FPBP
5
0.0%
1
4
Fair Hearing-Agency Conf
Agency Conference
11
0.0%
–
–
1
4
–
–
6
Fair Hearing Assistance
18
0.0%
1
6
10
1
Hangup/Disconnect
Hangup/Disconnect
2,738
2.1%
–
1
124
536
–
–
2,077
MA Member
Benefit Card Questions - MA
1,693
1.3%
8
81
1,466
1
3
134
Billing Issues - MA
309
0.2%
–
–
44
226
–
–
39
Coverage Lookup - MA
56,688
42.7%
6
2,133
11,019
36,932
3
3
6,592
Covered Services - MA
695
0.5%
–
15
88
500
–
–
92
Eligibility Changes - MA
915
0.7%
3
842
39
31
Health Plans - MA
151
0.1%
–
3
25
107
–
–
16
Pregnant Women/Newborn - MA
191
0.1%
1
47
121
22
Program Information - MA
3,013
2.3%
1
59
555
1,410
–
1
987
Provider Referral - MA
450
0.3%
48
342
60
Renewal App Assistance - MA
1,689
1.3%
–
7
273
1,292
–
–
117
Spenddown - MA
107
0.1%
4
98
5
TPHI Inquiry - MA
177
0.1%
–
–
10
155
–
–
12
MA Special Programs
Employer Buy-In
3
0.0%
1
1
1
FHP Premium Assistance
1
0.0%
–
–
–
–
–
–
1
MA Premium Assistance Programs
35
0.0%
2
15
7
11
MA Special Populations
14
0.0%
–
–
–
12
–
–
2
Material Requests
Bulk Mail Request
8
0.0%
1
1
1
5
Material Request
2,191
1.6%
19
39
525
1,256
4
–
348
Received in Error
1
0.0%
1
Medicare
Application Assistance - MSP
9
0.0%
–
–
2
4
–
–
3
Program Information - MSP
243
0.2%
2
8
216
17
Program Information - Medicare
71
0.1%
–
7
15
41
–
–
8
New Applicant/Eligibility
Application Assistance - New
103
0.1%
2
91
10
Documentation Requirements
13
0.0%
–
–
–
12
–
–
1
Eligibility Questions
193
0.1%
3
10
168
12
Eligibility Screening
107
0.1%
–
3
4
89
–
–
11
Presumptive Eligibility
2
0.0%
1
1
Outbound/Lang Line
Language Line
204
0.2%
–
–
13
177
–
–
14
Outbound Calls
2
0.0%
2
Referrals and Transfers
Assistor
159
0.1%
–
6
37
111
–
–
5
DOH Policy Line - DME
394
0.3%
16
73
283
22
DOH Policy Line - Dental
353
0.3%
–
16
82
233
–
–
22
DOH Policy Line - OOS
159
0.1%
2
69
82
6
DOH Policy Line - Pharmacy
683
0.5%
–
24
201
414
–
–
44
Food Stamp
2,992
2.3%
60
757
2,001
174
Fraud Line/OMIG
117
0.1%
–
4
5
92
–
–
16
HRA
9,077
6.8%
148
1,841
6,569
519
Health Plans
5,177
3.9%
–
209
1,160
3,365
–
–
443
Internal Transfer
20,050
15.1%
351
4,970
12,650
2
2,077
LDSS
10,200
7.7%
1
428
2,240
6,886
–
–
645
Medicaid Choice
1,977
1.5%
59
375
1,425
118
Other
3,129
2.4%
–
81
531
2,253
–
–
264
Qualified Entities
58
0.0%
1
21
16
20
Restricted Recipient Program
152
0.1%
–
–
25
98
–
–
29
Transportation
1,232
0.9%
48
274
799
111
Specialized Unit
Good Cause Exemption Request
747
0.6%
1
–
109
526
–
–
111
Good Cause Program Information
22
0.0%
1
1
19
1
Newborn Program Information
900
0.7%
–
3
189
584
–
–
124
Presumptive Eligibility Req
133
0.1%
1
10
112
10
TOTAL
132,820
100.0%
32
3,891
27,358
85,474
8
9
16,048
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 7/1/2014 12:42 PM
Period: 07/01/2014 to 07/31/2014
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Authentication
1,263
0.8%
7
505
676
75
Authorized Rep
105
0.1%
–
–
21
64
–
–
20
Healthcare Proxy
6
0.0%
1
1
4
Child Health Plus
Billing Issue - CHP
21
0.0%
–
14
1
5
–
–
1
CHPlus to MA Conversion-Elig
1
0.0%
1
Coverage Lookup - CHP
29
0.0%
–
6
3
16
–
–
4
Covered Services - CHP
18
0.0%
6
9
3
Eligibility Changes - CHP
12
0.0%
–
5
–
6
–
–
1
Excepted Coverage
1
0.0%
1
Health Plan Complaint
5
0.0%
–
1
–
2
–
–
2
Health Plans - CHP
19
0.0%
6
2
7
4
Premium Contribution Assist
5
0.0%
–
4
–
1
–
–
–
Program Information - CHP
207
0.1%
65
25
106
11
Renewal App Assistance - CHP
19
0.0%
–
6
1
12
–
–
–
Waiting Period
2
0.0%
2
Complaint
Complaint
1,067
0.7%
–
46
107
769
5
–
140
FHP Member
Benefit Card Questions - FHP
9
0.0%
7
2
Billing Issues - FHP
1
0.0%
–
–
1
–
–
–
–
Coverage Lookup - FHP
23
0.0%
10
11
1
1
Covered Services - FHP
3
0.0%
–
–
1
2
–
–
–
Eligibility Changes - FHP
2
0.0%
2
Program Information - FHP
12
0.0%
–
–
2
10
–
–
–
Renewal App Assistance - FHP
7
0.0%
3
4
TPHI Inquiry - FHP
1
0.0%
–
–
1
–
–
–
–
FPBP
Application Assistance - FPBP
5
0.0%
5
Benefit Card Questions - FPBP
1
0.0%
–
–
–
1
–
–
–
Covered Services - FPBP
18
0.0%
4
14
Program Information - FPBP
24
0.0%
–
–
5
17
–
–
2
Provider Referral - FPBP
4
0.0%
4
Renewal App Assistance - FPBP
5
0.0%
–
–
–
5
–
–
–
Fair Hearing-Agency Conf
Agency Conference
12
0.0%
1
10
1
Fair Hearing Assistance
13
0.0%
–
–
–
10
–
–
3
Hangup/Disconnect
Hangup/Disconnect
4,214
2.8%
3
175
977
3,059
MA Member
Benefit Card Questions - MA
1,992
1.3%
1
6
109
1,697
5
3
171
Billing Issues - MA
326
0.2%
3
56
247
20
Coverage Lookup - MA
62,614
41.2%
7
2,342
10,865
43,507
2
1
5,890
Covered Services - MA
732
0.5%
2
59
626
45
Eligibility Changes - MA
129
0.1%
1
2
44
76
–
–
6
Health Plans - MA
107
0.1%
5
19
74
9
Pregnant Women/Newborn - MA
236
0.2%
–
–
48
176
–
–
12
Program Information - MA
3,511
2.3%
25
649
1,919
918
Provider Referral - MA
521
0.3%
–
1
43
419
–
–
58
Renewal App Assistance - MA
2,399
1.6%
1
3
263
2,043
89
Spenddown - MA
181
0.1%
–
–
12
161
–
–
8
TPHI Inquiry - MA
286
0.2%
25
238
23
Unspecified
1
0.0%
–
–
–
1
–
–
–
MA Special Programs
FHP Premium Assistance
1
0.0%
1
MA Premium Assistance Programs
10
0.0%
–
–
5
3
–
–
2
MA Special Populations
12
0.0%
1
11
Material Requests
Bulk Mail Request
14
0.0%
–
4
3
4
–
–
3
Material Request
2,328
1.5%
22
27
520
1,472
4
283
Medicare
Application Assistance - MSP
24
0.0%
–
–
2
17
1
–
4
Program Information - MSP
263
0.2%
26
220
1
16
Program Information - Medicare
97
0.1%
–
–
23
62
1
–
11
New Applicant/Eligibility
Application Assistance - New
100
0.1%
2
8
81
9
Documentation Requirements
25
0.0%
–
1
1
21
–
–
2
Eligibility Questions
266
0.2%
5
9
232
20
Eligibility Screening
125
0.1%
–
7
6
110
–
–
2
Outbound/Lang Line
Language Line
570
0.4%
2
72
452
44
Outbound Calls
4
0.0%
–
–
1
2
–
–
1
Referrals and Transfers
Assistor
223
0.1%
9
41
166
7
DOH Policy Line - DME
452
0.3%
–
28
80
317
–
–
27
DOH Policy Line - Dental
407
0.3%
26
80
284
17
DOH Policy Line - OOS
206
0.1%
–
10
62
123
–
–
11
DOH Policy Line - Pharmacy
823
0.5%
38
185
562
38
Food Stamp
3,147
2.1%
–
43
795
2,185
–
–
124
Fraud Line/OMIG
142
0.1%
4
18
112
8
HRA
10,558
6.9%
–
119
1,896
8,115
–
–
428
Health Plans
5,968
3.9%
199
1,203
4,151
415
Internal Transfer
25,209
16.6%
1
363
5,854
16,405
1
–
2,585
LDSS
10,922
7.2%
1
416
2,271
7,546
688
Medicaid Choice
2,383
1.6%
–
16
446
1,817
–
–
104
Other
4,029
2.6%
62
539
3,211
217
Qualified Entities
21
0.0%
–
1
6
13
–
–
1
Restricted Recipient Program
207
0.1%
2
29
149
27
Transportation
1,384
0.9%
–
45
233
979
–
–
127
Unspecified
1
0.0%
1
Specialized Unit
Good Cause Exemption Request
787
0.5%
–
–
126
617
–
–
44
Good Cause Program Information
19
0.0%
1
17
1
Newborn Program Information
1,056
0.7%
–
2
239
778
–
–
37
Presumptive Eligibility Req
110
0.1%
6
94
10
TOTAL
152,062
100.0%
36
3,992
27,854
104,258
21
4
15,897
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 8/4/2014 12:42 PM
Period: 08/01/2014 to 08/31/2014
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Authentication
1,577
1.0%
6
56
1,434
81
Authorized Rep
112
0.1%
–
7
7
92
–
–
6
Healthcare Proxy
11
0.0%
1
10
Child Health Plus
Billing Issue - CHP
15
0.0%
–
6
–
8
–
–
1
CHPlus to MA Conversion-Elig
18
0.0%
1
3
12
2
Coverage Lookup - CHP
57
0.0%
–
13
4
29
–
–
11
Covered Services - CHP
18
0.0%
7
3
7
1
Eligibility Changes - CHP
13
0.0%
–
4
1
8
–
–
–
Excepted Coverage
4
0.0%
1
3
Health Plan Complaint
1
0.0%
–
–
–
1
–
–
–
Health Plans - CHP
49
0.0%
11
5
26
7
Premium Contribution Assist
7
0.0%
–
7
–
–
–
–
–
Presumptive Eligibility - CHP
1
0.0%
1
Program Information - CHP
206
0.1%
–
99
30
71
–
–
6
Renewal App Assistance - CHP
18
0.0%
8
1
8
1
Waiting Period
4
0.0%
–
1
–
3
–
–
–
Complaint
Complaint
1,266
0.8%
14
179
954
1
118
FHP Member
Benefit Card Questions - FHP
9
0.0%
–
–
1
8
–
–
–
Billing Issues - FHP
1
0.0%
1
Coverage Lookup - FHP
31
0.0%
–
1
4
25
–
–
1
Covered Services - FHP
9
0.0%
1
1
4
3
Eligibility Changes - FHP
3
0.0%
–
–
2
1
–
–
–
Health Plans - FHP
4
0.0%
1
1
2
Pregnant Women/Newborn - FHP
3
0.0%
–
–
1
2
–
–
–
Program Information - FHP
23
0.0%
3
17
3
Renewal App Assistance - FHP
17
0.0%
–
–
1
15
1
–
–
FPBP
Application Assistance - FPBP
3
0.0%
2
1
Benefit Card Questions - FPBP
11
0.0%
–
–
2
8
–
–
1
Covered Services - FPBP
17
0.0%
14
3
Program Information - FPBP
21
0.0%
–
–
3
16
–
–
2
Provider Referral - FPBP
1
0.0%
1
Renewal App Assistance - FPBP
4
0.0%
–
–
3
1
–
–
–
Fair Hearing-Agency Conf
Agency Conference
21
0.0%
3
17
1
Fair Hearing Assistance
24
0.0%
–
–
3
20
–
–
1
Hangup/Disconnect
Hangup/Disconnect
4,483
2.8%
3
20
432
1,728
2,300
MA Member
Benefit Card Questions - MA
1,945
1.2%
–
8
167
1,659
5
–
106
Billing Issues - MA
383
0.2%
2
79
282
20
Coverage Lookup - MA
64,259
39.7%
6
1,284
13,176
46,863
6
8
2,916
Covered Services - MA
965
0.6%
1
10
97
801
56
Eligibility Changes - MA
180
0.1%
1
–
72
97
–
–
10
Health Plans - MA
248
0.2%
13
24
174
37
Pregnant Women/Newborn - MA
228
0.1%
–
3
38
177
–
–
10
Program Information - MA
2,951
1.8%
20
497
2,200
1
233
Provider Referral - MA
512
0.3%
–
2
58
409
–
–
43
Renewal App Assistance - MA
2,044
1.3%
19
17
381
1,503
5
119
Spenddown - MA
125
0.1%
–
1
3
117
–
–
4
TPHI Inquiry - MA
209
0.1%
5
194
1
9
MA Special Programs
Employer Buy-In
1
0.0%
–
–
–
1
–
–
–
FHP Premium Assistance
2
0.0%
2
MA Premium Assistance Programs
25
0.0%
1
–
10
10
–
–
4
MA Special Populations
20
0.0%
2
17
1
Material Requests
Bulk Mail Request
10
0.0%
–
–
2
4
–
–
4
Material Not Sent
100
0.1%
1
1
40
39
1
18
Material Request
2,039
1.3%
21
21
472
1,366
8
–
151
Material Sent
748
0.5%
8
1
173
529
4
33
Medicare
Application Assistance - MSP
31
0.0%
–
–
13
18
–
–
–
Program Information - MSP
267
0.2%
29
223
15
Program Information - Medicare
140
0.1%
–
1
26
100
–
–
13
New Applicant/Eligibility
Application Assistance - New
182
0.1%
1
4
27
140
10
Documentation Requirements
29
0.0%
–
3
2
19
–
–
5
Eligibility Questions
241
0.1%
1
7
28
197
8
Eligibility Screening
83
0.1%
–
8
3
70
–
–
2
Presumptive Eligibility
6
0.0%
1
5
Outbound/Lang Line
Language Line
653
0.4%
–
–
33
588
–
–
32
Outbound Calls
4
0.0%
1
1
2
Referrals and Transfers
Assistor
155
0.1%
–
5
20
126
–
–
4
DOH Policy Line - DME
515
0.3%
16
90
385
24
DOH Policy Line - Dental
488
0.3%
–
10
115
346
1
–
16
DOH Policy Line - OOS
259
0.2%
6
99
148
6
DOH Policy Line - Pharmacy
848
0.5%
–
10
181
627
–
–
30
Food Stamp
3,706
2.3%
35
1,131
2,406
1
133
Fraud Line/OMIG
167
0.1%
–
1
35
122
–
–
9
HRA
11,483
7.1%
89
2,495
8,513
2
384
Health Plans
5,658
3.5%
–
183
1,100
4,175
2
–
198
Internal Transfer
29,887
18.5%
6
303
8,268
20,247
3
5
1,055
LDSS
11,259
7.0%
2
223
2,802
7,795
3
1
433
Medicaid Choice
2,207
1.4%
1
4
418
1,719
65
Other
4,460
2.8%
1
55
849
3,404
–
1
150
Qualified Entities
51
0.0%
1
4
17
23
6
Restricted Recipient Program
157
0.1%
–
1
26
115
–
2
13
Transportation
1,585
1.0%
1
14
387
1,117
66
Specialized Unit
Good Cause Exemption Request
785
0.5%
–
–
53
689
–
–
43
Good Cause Program Information
185
0.1%
6
172
7
Newborn Program Information
1,141
0.7%
–
–
239
859
–
–
43
Presumptive Eligibility Req
133
0.1%
8
115
10
TOTAL
161,821
100.0%
75
2,572
34,550
115,454
42
20
9,108
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 9/2/2014 12:42 PM
Period: 09/01/2014 to 09/31/2014
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Authentication
731
0.4%
39
653
1
38
Authorized Rep
57
0.0%
1
–
11
43
2
–
–
Healthcare Proxy
6
0.0%
1
5
Child Health Plus
Billing Issue - CHP
16
0.0%
–
11
–
2
–
–
3
CHPlus to MA Conversion-Elig
8
0.0%
1
5
2
Coverage Lookup - CHP
26
0.0%
–
5
5
14
–
–
2
Covered Services - CHP
18
0.0%
1
4
8
5
Eligibility Changes - CHP
18
0.0%
–
1
–
14
–
–
3
Excepted Coverage
1
0.0%
1
Health Plan Complaint
2
0.0%
–
1
–
–
–
–
1
Health Plans - CHP
32
0.0%
13
3
10
6
Premium Contribution Assist
8
0.0%
–
–
–
5
–
–
3
Presumptive Eligibility - CHP
1
0.0%
1
Program Information - CHP
193
0.1%
–
121
22
39
1
–
10
Renewal App Assistance - CHP
9
0.0%
3
1
5
Waiting Period
8
0.0%
–
5
–
2
–
–
1
Complaint
Complaint
1,709
0.9%
2
320
1,256
131
FHP Member
Benefit Card Questions - FHP
7
0.0%
–
1
–
6
–
–
–
Coverage Lookup - FHP
34
0.0%
2
1
27
4
Covered Services - FHP
6
0.0%
–
–
–
–
–
–
6
Eligibility Changes - FHP
1
0.0%
1
Program Information - FHP
9
0.0%
–
–
–
8
–
–
1
Renewal App Assistance - FHP
4
0.0%
4
FPBP
Benefit Card Questions - FPBP
9
0.0%
–
–
3
6
–
–
–
Covered Services - FPBP
12
0.0%
3
9
Program Information - FPBP
14
0.0%
–
–
1
13
–
–
–
Provider Referral - FPBP
1
0.0%
1
Provider Support - FPBP
1
0.0%
–
–
1
–
–
–
–
Renewal App Assistance - FPBP
2
0.0%
1
1
Fair Hearing-Agency Conf
Agency Conference
14
0.0%
–
–
–
12
–
–
2
Fair Hearing Assistance
23
0.0%
2
18
3
Hangup/Disconnect
Hangup/Disconnect
4,419
2.4%
9
5
714
2,706
3
1
981
MA Member
Benefit Card Questions - MA
2,174
1.2%
1
17
119
1,965
1
71
Billing Issues - MA
292
0.2%
–
1
28
249
1
–
13
Coverage Lookup - MA
71,651
38.8%
12
69
14,487
54,542
27
2
2,512
Covered Services - MA
761
0.4%
2
2
62
639
–
–
56
Eligibility Changes - MA
119
0.1%
1
38
76
4
Health Plans - MA
154
0.1%
–
4
18
126
–
–
6
Pregnant Women/Newborn - MA
186
0.1%
4
162
1
19
Program Information - MA
2,407
1.3%
–
15
91
2,208
–
–
93
Provider Referral - MA
430
0.2%
22
395
13
Renewal App Assistance - MA
1,366
0.7%
15
17
150
1,092
1
–
91
Spenddown - MA
111
0.1%
4
107
TPHI Inquiry - MA
167
0.1%
–
–
1
154
–
–
12
Unspecified
1
0.0%
1
MA Special Programs
FHP Premium Assistance
2
0.0%
–
–
2
–
–
–
–
MA Premium Assistance Programs
13
0.0%
3
7
1
2
MA Special Populations
10
0.0%
–
–
2
7
–
–
1
Material Requests
Bulk Mail Request
11
0.0%
3
7
1
Material Not Sent
140
0.1%
1
–
50
76
–
–
13
Material Request
2,136
1.2%
19
6
469
1,525
3
114
Material Sent
1,826
1.0%
18
5
360
1,360
2
–
81
Received in Error
1
0.0%
1
Medicare
Application Assistance - MSP
24
0.0%
–
–
4
16
–
–
4
Program Information - MSP
202
0.1%
8
184
10
Program Information - Medicare
106
0.1%
–
–
12
88
–
–
6
New Applicant/Eligibility
Application Assistance - New
169
0.1%
1
8
147
13
Documentation Requirements
26
0.0%
–
1
–
25
–
–
–
Eligibility Questions
178
0.1%
7
10
149
12
Eligibility Screening
92
0.0%
–
12
2
73
–
–
5
Presumptive Eligibility
1
0.0%
1
Outbound/Lang Line
Language Line
617
0.3%
–
1
13
580
–
–
23
Outbound Calls
2
0.0%
1
1
Referrals and Transfers
Assistor
163
0.1%
–
3
25
134
–
–
1
DOH Policy Line - DME
723
0.4%
153
551
19
DOH Policy Line - Dental
536
0.3%
–
–
148
379
–
–
9
DOH Policy Line - OOS
296
0.2%
67
210
19
DOH Policy Line - Pharmacy
1,025
0.6%
–
–
276
715
–
–
34
Food Stamp
4,425
2.4%
1
1,520
2,827
3
74
Fraud Line/OMIG
161
0.1%
–
–
51
98
–
–
12
HRA
13,725
7.4%
2
3,292
10,149
2
280
Health Plans
7,312
4.0%
–
164
1,435
5,546
4
–
163
Internal Transfer
37,538
20.4%
14
271
12,206
24,195
22
1
829
LDSS
12,982
7.0%
4
14
3,086
9,518
1
12
347
Medicaid Choice
2,900
1.6%
5
537
2,295
1
62
Other
5,432
2.9%
–
9
1,263
4,012
–
1
147
Qualified Entities
39
0.0%
16
21
2
Restricted Recipient Program
185
0.1%
–
1
35
143
–
–
6
Transportation
1,816
1.0%
1
1
542
1,210
3
59
Specialized Unit
Good Cause Exemption Request
776
0.4%
–
–
62
614
1
–
99
Good Cause Program Information
133
0.1%
129
4
Newborn Program Information
1,343
0.7%
2
–
255
1,028
1
–
57
Presumptive Eligibility Req
172
0.1%
10
146
16
TOTAL
184,456
100.0%
102
799
42,084
134,752
78
21
6,620
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 10/1/2014 12:42 PM
Period: 10/01/2014 to 10/31/2014
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Authentication
545
0.3%
15
503
27
Authorized Rep
33
0.0%
–
–
7
26
–
–
–
Healthcare Proxy
14
0.0%
1
13
Child Health Plus
Billing Issue - CHP
33
0.0%
–
7
–
3
–
–
23
CHPlus to MA Conversion-Elig
15
0.0%
1
4
6
4
Coverage Lookup - CHP
44
0.0%
–
10
5
28
–
–
1
Covered Services - CHP
41
0.0%
3
4
14
20
Eligibility Changes - CHP
43
0.0%
–
8
–
26
–
–
9
Excepted Coverage
4
0.0%
1
1
2
Health Plan Complaint
1
0.0%
–
–
–
1
–
–
–
Health Plans - CHP
35
0.0%
8
1
19
7
Premium Contribution Assist
6
0.0%
–
1
1
1
–
–
3
Presumptive Eligibility - CHP
7
0.0%
3
4
Program Information - CHP
235
0.1%
–
126
25
73
–
–
11
Renewal App Assistance - CHP
6
0.0%
3
2
1
TPHI Inquiry - CHP
3
0.0%
–
–
–
–
–
–
3
Waiting Period
7
0.0%
1
1
2
3
Complaint
Complaint
1,706
0.9%
–
3
283
1,338
–
–
82
FHP Member
Benefit Card Questions - FHP
4
0.0%
4
Billing Issues - FHP
1
0.0%
–
1
–
–
–
–
–
Coverage Lookup - FHP
13
0.0%
1
6
5
1
Covered Services - FHP
8
0.0%
–
–
–
1
–
–
7
Program Information - FHP
11
0.0%
1
6
4
Provider Referral - FHP
5
0.0%
–
–
–
–
–
–
5
Renewal App Assistance - FHP
2
0.0%
1
1
FPBP
Application Assistance - FPBP
1
0.0%
–
–
–
–
–
–
1
Benefit Card Questions - FPBP
8
0.0%
2
6
Covered Services - FPBP
28
0.0%
–
1
–
19
–
–
8
Presumptive Eligibility -FPBP
1
0.0%
1
Program Information - FPBP
16
0.0%
–
–
–
7
–
–
9
Provider Referral - FPBP
1
0.0%
1
Renewal App Assistance - FPBP
3
0.0%
–
–
–
2
–
–
1
Fair Hearing-Agency Conf
Agency Conference
6
0.0%
1
4
1
Fair Hearing Assistance
10
0.0%
–
–
1
7
–
–
2
Hangup/Disconnect
Hangup/Disconnect
3,909
2.1%
9
824
2,386
6
1
683
MA Member
Benefit Card Questions - MA
2,529
1.4%
–
9
122
2,339
–
–
59
Billing Issues - MA
311
0.2%
1
36
261
1
12
Coverage Lookup - MA
73,837
39.7%
1
90
15,666
55,857
35
43
2,145
Covered Services - MA
1,308
0.7%
1
468
800
39
Eligibility Changes - MA
121
0.1%
–
–
39
78
–
–
4
Health Plans - MA
115
0.1%
9
85
1
20
Pregnant Women/Newborn - MA
177
0.1%
–
–
2
169
–
–
6
Program Information - MA
2,671
1.4%
6
139
2,373
153
Provider Referral - MA
433
0.2%
–
–
37
379
1
–
16
Renewal App Assistance - MA
1,479
0.8%
4
11
171
1,179
5
109
Spenddown - MA
108
0.1%
–
–
6
98
–
–
4
TPHI Inquiry - MA
158
0.1%
1
148
9
MA Special Programs
Employer Buy-In
1
0.0%
–
–
–
–
–
–
1
FHP Premium Assistance
10
0.0%
1
9
MA Premium Assistance Programs
26
0.0%
–
2
4
10
–
–
10
MA Special Populations
25
0.0%
2
9
14
Material Requests
Bulk Mail Request
9
0.0%
–
–
4
2
–
–
3
Material Not Sent
130
0.1%
51
68
11
Material Request
2,714
1.5%
14
8
599
1,947
3
–
143
Material Sent
2,411
1.3%
14
8
508
1,776
3
102
Received in Error
1
0.0%
–
–
–
–
–
–
1
Medicare
Application Assistance - MSP
35
0.0%
1
15
15
4
Program Information - MSP
291
0.2%
–
–
29
236
–
–
26
Program Information - Medicare
120
0.1%
23
80
17
New Applicant/Eligibility
Application Assistance - New
70
0.0%
–
1
6
61
–
–
2
Documentation Requirements
17
0.0%
17
Eligibility Questions
232
0.1%
–
10
21
191
1
2
7
Eligibility Screening
129
0.1%
2
1
118
8
Presumptive Eligibility
6
0.0%
–
–
1
5
–
–
–
Outbound/Lang Line
Language Line
354
0.2%
6
335
13
Outbound Calls
5
0.0%
–
–
–
3
–
–
2
Referrals and Transfers
Assistor
200
0.1%
1
51
146
2
DOH Policy Line - DME
606
0.3%
–
–
142
444
1
–
19
DOH Policy Line - Dental
519
0.3%
124
367
28
DOH Policy Line - OOS
260
0.1%
–
–
56
181
–
–
23
DOH Policy Line - Pharmacy
1,138
0.6%
316
764
58
Food Stamp
4,434
2.4%
–
3
1,618
2,711
–
5
97
Fraud Line/OMIG
210
0.1%
70
136
4
HRA
13,300
7.1%
–
9
2,884
10,151
3
1
252
Health Plans
6,971
3.7%
169
1,332
5,318
4
1
147
Internal Transfer
35,501
19.1%
1
337
9,744
24,751
15
45
608
LDSS
13,479
7.2%
6
3,523
9,591
6
13
340
Medicaid Choice
2,812
1.5%
–
–
575
2,170
4
–
63
Other
5,735
3.1%
2
7
1,533
4,026
2
165
Qualified Entities
58
0.0%
–
–
8
41
–
1
8
Restricted Recipient Program
222
0.1%
32
184
6
Transportation
1,582
0.8%
–
–
403
1,136
–
–
43
Specialized Unit
Good Cause Exemption Request
871
0.5%
83
706
82
Good Cause Program Information
177
0.1%
–
–
3
159
–
–
15
Newborn Program Information
1,319
0.7%
214
1,056
1
48
Presumptive Eligibility Req
119
0.1%
–
–
8
103
–
–
8
TOTAL
186,151
100.0%
39
863
41,869
137,276
90
114
5,900
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 11/3/2014 12:42 PM
Period: 11/01/2014 to 11/31/2014
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Authentication
400
0.2%
5
360
35
Authorized Rep
41
0.0%
2
–
4
31
–
–
4
Healthcare Proxy
2
0.0%
2
Child Health Plus
Billing Issue - CHP
1
0.0%
–
–
–
–
–
–
1
CHPlus to MA Conversion-Elig
7
0.0%
3
4
Coverage Lookup - CHP
51
0.0%
–
16
5
30
–
–
–
Covered Services - CHP
22
0.0%
10
1
6
5
Eligibility Changes - CHP
48
0.0%
–
35
4
9
–
–
–
Excepted Coverage
5
0.0%
4
1
Health Plan Complaint
3
0.0%
–
2
–
–
–
–
1
Health Plans - CHP
49
0.0%
12
6
28
3
Premium Contribution Assist
6
0.0%
–
–
2
2
–
–
2
Presumptive Eligibility - CHP
5
0.0%
1
2
2
Program Information - CHP
347
0.2%
–
165
30
138
–
–
14
Renewal App Assistance - CHP
13
0.0%
11
2
Waiting Period
2
0.0%
–
1
–
1
–
–
–
Complaint
Complaint
1,638
1.0%
2
218
1,291
1
126
FHP Member
Benefit Card Questions - FHP
1
0.0%
–
–
–
1
–
–
–
Billing Issues - FHP
1
0.0%
1
Coverage Lookup - FHP
8
0.0%
–
–
4
4
–
–
–
Covered Services - FHP
8
0.0%
4
4
Eligibility Changes - FHP
1
0.0%
–
–
–
1
–
–
–
Health Plans - FHP
1
0.0%
1
Program Information - FHP
1
0.0%
–
–
–
1
–
–
–
Renewal App Assistance - FHP
5
0.0%
2
3
FPBP
Benefit Card Questions - FPBP
3
0.0%
–
–
–
3
–
–
–
Covered Services - FPBP
13
0.0%
12
1
Program Information - FPBP
9
0.0%
–
–
2
7
–
–
–
Renewal App Assistance - FPBP
2
0.0%
2
Fair Hearing-Agency Conf
Agency Conference
18
0.0%
–
1
–
3
–
–
14
Fair Hearing Assistance
16
0.0%
7
9
Hangup/Disconnect
Hangup/Disconnect
3,037
1.9%
–
3
609
1,986
3
–
436
MA Member
Benefit Card Questions - MA
1,467
0.9%
1
114
1,283
69
Billing Issues - MA
228
0.1%
–
–
53
170
–
–
5
Coverage Lookup - MA
62,224
38.8%
2
80
12,894
47,219
44
42
1,943
Covered Services - MA
1,274
0.8%
–
1
484
752
1
–
36
Eligibility Changes - MA
91
0.1%
41
49
1
Health Plans - MA
137
0.1%
–
2
12
118
–
–
5
Pregnant Women/Newborn - MA
155
0.1%
143
12
Program Information - MA
1,999
1.2%
–
5
123
1,794
3
–
74
Provider Referral - MA
295
0.2%
34
240
21
Renewal App Assistance - MA
865
0.5%
4
8
136
630
1
–
86
Spenddown - MA
83
0.1%
2
77
4
TPHI Inquiry - MA
105
0.1%
–
–
3
97
–
–
5
MA Special Programs
MA Premium Assistance Programs
22
0.0%
1
4
13
4
MA Special Populations
14
0.0%
–
–
4
7
–
–
3
Material Requests
Bulk Mail Request
5
0.0%
5
Material Not Sent
94
0.1%
2
–
24
61
1
–
6
Material Request
2,250
1.4%
5
5
516
1,615
5
1
103
Material Sent
2,022
1.3%
3
5
454
1,476
4
1
79
Received in Error
1
0.0%
1
Medicare
Application Assistance - MSP
29
0.0%
–
1
10
13
–
–
5
Program Information - MSP
163
0.1%
10
148
5
Program Information - Medicare
78
0.0%
–
–
16
58
–
–
4
New Applicant/Eligibility
Application Assistance - New
45
0.0%
5
39
1
Documentation Requirements
13
0.0%
–
–
–
11
–
–
2
Eligibility Questions
245
0.2%
1
8
22
201
13
Eligibility Screening
71
0.0%
–
–
1
67
–
–
3
Presumptive Eligibility
4
0.0%
2
2
Outbound/Lang Line
Language Line
147
0.1%
–
–
3
136
–
–
8
Outbound Calls
19
0.0%
16
3
Referrals and Transfers
Assistor
167
0.1%
–
3
31
131
–
–
2
DOH Policy Line - DME
558
0.3%
115
426
17
DOH Policy Line - Dental
522
0.3%
1
–
132
360
–
–
29
DOH Policy Line - OOS
199
0.1%
40
133
26
DOH Policy Line - Pharmacy
956
0.6%
1
–
243
683
1
–
28
Food Stamp
4,213
2.6%
10
1,391
2,729
4
3
76
Fraud Line/OMIG
196
0.1%
–
–
42
149
–
–
5
HRA
11,235
7.0%
5
2,674
8,344
8
3
201
Health Plans
5,862
3.7%
–
234
1,230
4,225
10
2
161
Internal Transfer
33,179
20.7%
4
398
9,428
22,421
12
74
842
LDSS
11,849
7.4%
–
10
2,862
8,614
5
17
341
Medicaid Choice
2,452
1.5%
7
558
1,835
3
49
Other
5,079
3.2%
–
19
1,334
3,586
6
–
134
Qualified Entities
50
0.0%
2
5
37
6
Restricted Recipient Program
158
0.1%
–
–
37
109
–
–
12
Transportation
1,583
1.0%
1
460
1,065
1
56
Specialized Unit
Good Cause Exemption Request
782
0.5%
–
–
86
632
–
–
64
Good Cause Program Information
218
0.1%
214
4
Newborn Program Information
1,263
0.8%
–
–
169
1,062
1
–
31
Presumptive Eligibility Req
79
0.0%
8
64
7
TOTAL
160,509
100.0%
26
1,064
36,715
117,196
115
143
5,250
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 12/1/2014 12:42 PM
Period: 12/01/2014 to 12/31/2014
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Authentication
492
0.3%
14
452
4
22
Authorized Rep
31
0.0%
–
–
8
21
–
–
2
Healthcare Proxy
3
0.0%
1
2
Child Health Plus
Billing Issue - CHP
7
0.0%
–
–
1
2
–
–
4
CHPlus to MA Conversion-Elig
5
0.0%
1
1
3
Coverage Lookup - CHP
32
0.0%
–
9
3
17
–
–
3
Covered Services - CHP
14
0.0%
3
5
5
1
Eligibility Changes - CHP
32
0.0%
–
17
2
7
–
–
6
Excepted Coverage
3
0.0%
1
1
1
Health Plan Complaint
2
0.0%
–
–
–
–
–
–
2
Health Plans - CHP
37
0.0%
14
3
19
1
Premium Contribution Assist
6
0.0%
–
1
3
1
–
–
1
Presumptive Eligibility - CHP
7
0.0%
2
1
3
1
Program Information - CHP
379
0.2%
–
244
29
95
1
–
10
Renewal App Assistance - CHP
11
0.0%
5
1
1
4
TPHI Inquiry - CHP
1
0.0%
–
–
–
–
–
–
1
Waiting Period
8
0.0%
6
1
1
Complaint
Complaint
1,882
1.1%
1
6
239
1,520
1
–
115
FHP Member
Benefit Card Questions - FHP
3
0.0%
2
1
Billing Issues - FHP
2
0.0%
–
–
1
–
–
–
1
Coverage Lookup - FHP
5
0.0%
3
1
1
Covered Services - FHP
3
0.0%
–
–
1
1
–
–
1
Eligibility Changes - FHP
1
0.0%
1
Health Plans - FHP
9
0.0%
–
–
1
2
–
–
6
Pregnant Women/Newborn - FHP
3
0.0%
3
Program Information - FHP
1
0.0%
–
–
–
–
–
–
1
Provider Referral - FHP
2
0.0%
2
Renewal App Assistance - FHP
7
0.0%
–
–
2
3
–
–
2
TPHI Inquiry - FHP
1
0.0%
1
FPBP
Application Assistance - FPBP
3
0.0%
–
–
–
2
–
–
1
Benefit Card Questions - FPBP
9
0.0%
7
2
Covered Services - FPBP
10
0.0%
–
–
1
7
–
–
2
Presumptive Eligibility -FPBP
6
0.0%
2
1
3
Program Information - FPBP
13
0.0%
–
–
2
10
–
–
1
Provider Referral - FPBP
5
0.0%
2
3
Provider Support - FPBP
4
0.0%
–
–
–
–
–
–
4
Renewal App Assistance - FPBP
2
0.0%
1
1
Fair Hearing-Agency Conf
Agency Conference
6
0.0%
–
–
–
3
–
–
3
Fair Hearing Assistance
12
0.0%
11
1
Hangup/Disconnect
Hangup/Disconnect
4,006
2.3%
–
9
802
2,697
1
–
497
MA Member
Benefit Card Questions - MA
1,794
1.0%
4
114
1,570
106
Billing Issues - MA
259
0.1%
–
2
31
218
–
–
8
Coverage Lookup - MA
69,050
38.8%
3
120
14,255
52,821
81
1
1,769
Covered Services - MA
869
0.5%
–
1
166
661
–
–
41
Eligibility Changes - MA
91
0.1%
42
45
4
Health Plans - MA
161
0.1%
–
–
16
130
–
–
15
Pregnant Women/Newborn - MA
189
0.1%
3
170
16
Program Information - MA
2,412
1.4%
–
6
120
2,209
3
–
74
Provider Referral - MA
331
0.2%
2
39
279
11
Renewal App Assistance - MA
720
0.4%
5
–
93
544
3
–
75
Spenddown - MA
73
0.0%
1
68
4
TPHI Inquiry - MA
90
0.1%
–
–
–
82
–
–
8
MA Special Programs
Employer Buy-In
1
0.0%
1
FHP Premium Assistance
7
0.0%
–
–
–
2
–
–
5
MA Premium Assistance Programs
18
0.0%
5
9
4
MA Special Populations
9
0.0%
–
–
–
6
–
–
3
Material Requests
Bulk Mail Request
16
0.0%
5
3
8
Material Not Sent
101
0.1%
–
–
27
67
–
–
7
Material Request
2,512
1.4%
8
6
537
1,853
4
104
Material Sent
2,263
1.3%
8
6
469
1,693
4
–
83
Received in Error
4
0.0%
1
3
Medicare
Application Assistance - MSP
34
0.0%
–
–
9
22
–
–
3
Program Information - MSP
212
0.1%
14
189
9
Program Information - Medicare
81
0.0%
–
–
11
62
–
–
8
New Applicant/Eligibility
Application Assistance - New
49
0.0%
10
35
4
Documentation Requirements
11
0.0%
–
–
3
7
–
–
1
Eligibility Questions
177
0.1%
7
18
140
12
Eligibility Screening
82
0.0%
–
1
2
77
–
–
2
Presumptive Eligibility
5
0.0%
1
3
1
Outbound/Lang Line
Language Line
127
0.1%
–
–
8
110
–
–
9
Outbound Calls
8
0.0%
1
6
1
Referrals and Transfers
Assistor
179
0.1%
–
2
31
144
–
–
2
DOH Policy Line - DME
649
0.4%
1
147
490
1
10
DOH Policy Line - Dental
471
0.3%
–
3
124
336
1
–
7
DOH Policy Line - OOS
218
0.1%
2
41
154
1
20
DOH Policy Line - Pharmacy
1,024
0.6%
–
1
218
757
1
–
47
Food Stamp
3,981
2.2%
7
1,239
2,669
2
3
61
Fraud Line/OMIG
173
0.1%
–
–
33
134
–
–
6
HRA
11,580
6.5%
14
2,834
8,572
6
1
153
Health Plans
7,100
4.0%
1
263
1,569
5,096
22
–
149
Internal Transfer
38,758
21.8%
1
493
10,658
26,922
51
3
630
LDSS
12,421
7.0%
–
9
2,988
9,031
7
9
377
Medicaid Choice
2,684
1.5%
5
630
2,002
1
46
Other
5,986
3.4%
2
16
1,327
4,505
6
–
130
Qualified Entities
36
0.0%
3
28
5
Restricted Recipient Program
192
0.1%
–
–
30
148
–
–
14
Transportation
1,589
0.9%
383
1,167
4
35
Specialized Unit
Good Cause Exemption Request
738
0.4%
–
–
98
627
–
–
13
Good Cause Program Information
12
0.0%
3
4
5
Newborn Program Information
1,301
0.7%
–
1
164
1,093
1
–
42
Presumptive Eligibility Req
64
0.0%
7
51
6
TOTAL
177,977
100.0%
29
1,289
39,653
131,909
206
17
4,874
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 1/2/2015 12:42 PM
2015
Period: 01/01/2015 to 01/31/2015
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Authentication
576
0.3%
1
11
550
14
Authorized Rep
65
0.0%
–
–
6
57
–
–
2
Child Health Plus
Billing Issue - CHP
8
0.0%
2
1
5
CHPlus to MA Conversion-Elig
2
0.0%
–
–
1
1
–
–
–
Coverage Lookup - CHP
22
0.0%
5
3
9
5
Covered Services - CHP
13
0.0%
–
4
4
5
–
–
–
Eligibility Changes - CHP
5
0.0%
1
3
1
Excepted Coverage
1
0.0%
–
–
–
1
–
–
–
Health Plan Complaint
3
0.0%
2
1
Health Plans - CHP
30
0.0%
–
13
1
15
–
–
1
Premium Contribution Assist
14
0.0%
9
1
4
v
Presumptive Eligibility - CHP
8
0.0%
–
5
–
2
–
–
1
Program Information - CHP
260
0.1%
166
17
72
1
4
Renewal App Assistance - CHP
4
0.0%
–
2
–
2
–
–
–
TPHI Inquiry - CHP
1
0.0%
1
Waiting Period
4
0.0%
–
2
–
2
–
–
–
Complaint
Complaint
1,977
1.0%
3
256
1,607
2
109
FHP Member
Coverage Lookup - FHP
6
0.0%
–
–
–
5
–
–
1
Eligibility Changes - FHP
3
0.0%
3
Pregnant Women/Newborn - FHP
1
0.0%
–
–
–
–
–
–
1
Program Information - FHP
3
0.0%
1
2
Provider Referral - FHP
1
0.0%
–
–
–
–
–
–
1
Renewal App Assistance - FHP
1
0.0%
1
TPHI Inquiry - FHP
1
0.0%
–
–
–
–
–
–
1
FPBP
Application Assistance - FPBP
1
0.0%
1
Benefit Card Questions - FPBP
4
0.0%
–
–
–
4
–
–
–
Covered Services - FPBP
10
0.0%
10
Presumptive Eligibility -FPBP
1
0.0%
–
–
–
–
–
–
1
Program Information - FPBP
16
0.0%
16
Provider Referral - FPBP
6
0.0%
–
–
1
3
–
–
2
Provider Support - FPBP
4
0.0%
1
3
Renewal App Assistance - FPBP
1
0.0%
–
–
–
1
–
–
–
Fair Hearing-Agency Conf
Agency Conference
7
0.0%
1
4
2
Fair Hearing Assistance
18
0.0%
–
–
1
15
–
–
2
Hangup/Disconnect
Hangup/Disconnect
3,949
2.1%
3
7
880
2,564
1
494
MA Member
Benefit Card Questions - MA
1,526
0.8%
–
1
141
1,354
–
–
30
Billing Issues - MA
251
0.1%
37
209
5
Coverage Lookup - MA
73,563
38.7%
1
96
14,512
57,045
76
3
1,830
Covered Services - MA
1,257
0.7%
1
302
918
36
Eligibility Changes - MA
107
0.1%
–
–
43
60
–
–
4
Health Plans - MA
150
0.1%
1
1
9
132
7
Pregnant Women/Newborn - MA
147
0.1%
–
–
2
135
–
–
10
Program Information - MA
3,334
1.8%
23
147
3,029
4
131
Provider Referral - MA
394
0.2%
–
–
46
338
–
–
10
Renewal App Assistance - MA
524
0.3%
2
1
49
436
1
35
Spenddown - MA
85
0.0%
–
–
1
83
–
–
1
TPHI Inquiry - MA
99
0.1%
1
96
2
Unspecified
1
0.0%
–
–
–
1
–
–
–
MA Special Programs
Employer Buy-In
3
0.0%
1
2
FHP Premium Assistance
1
0.0%
–
–
–
1
–
–
–
MA Premium Assistance Programs
20
0.0%
7
11
2
MA Special Populations
25
0.0%
–
–
5
18
–
–
2
Material Requests
Bulk Mail Request
10
0.0%
5
2
3
Material Not Sent
135
0.1%
–
–
30
95
–
–
10
Material Request
2,442
1.3%
9
5
489
1,826
2
1
110
Material Sent
2,147
1.1%
7
5
423
1,623
2
1
86
Medicare
Application Assistance - MSP
34
0.0%
12
19
3
Program Information - MSP
221
0.1%
–
–
21
193
–
–
7
Program Information - Medicare
94
0.0%
16
77
1
New Applicant/Eligibility
Application Assistance - New
40
0.0%
–
1
1
37
–
–
1
Documentation Requirements
12
0.0%
11
1
Eligibility Questions
147
0.1%
–
2
6
133
–
–
6
Eligibility Screening
86
0.0%
2
3
80
1
Outbound/Lang Line
Language Line
95
0.0%
–
–
8
84
–
–
3
Outbound Calls
4
0.0%
4
Referrals and Transfers
Assistor
226
0.1%
–
1
45
159
1
–
20
DOH Policy Line - DME
710
0.4%
2
183
513
12
DOH Policy Line - Dental
592
0.3%
–
–
125
450
2
–
15
DOH Policy Line - OOS
309
0.2%
51
249
9
DOH Policy Line - Pharmacy
1,320
0.7%
–
3
286
1,001
–
–
30
Food Stamp
4,013
2.1%
7
1,252
2,671
2
81
Fraud Line/OMIG
165
0.1%
–
–
32
127
–
–
6
HRA
12,966
6.8%
1
17
2,720
10,011
8
209
Health Plans
8,255
4.3%
2
229
1,663
6,191
18
–
152
Internal Transfer
40,331
21.2%
5
472
9,995
29,178
33
4
644
LDSS
13,322
7.0%
–
9
2,927
10,099
10
–
277
Medicaid Choice
2,779
1.5%
3
679
2,056
2
39
Other
6,544
3.4%
1
18
1,182
5,171
4
–
168
Qualified Entities
38
0.0%
4
33
1
Restricted Recipient Program
194
0.1%
–
–
33
155
–
–
6
Transportation
2,206
1.2%
4
471
1,672
1
58
Specialized Unit
Good Cause Exemption Request
916
0.5%
–
–
102
764
–
–
50
Good Cause Program Information
21
0.0%
3
14
4
Newborn Program Information
1,046
0.6%
–
–
170
850
1
–
25
Presumptive Eligibility Req
69
0.0%
10
58
1
TOTAL
190,002
100.0%
32
1,124
39,435
144,441
171
9
4,790
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 2/2/2015 12:42 PM
Period: 02/01/2015 to 02/31/2015
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Authentication
647
0.4%
13
621
1
12
Authorized Rep
69
0.0%
–
–
18
48
–
–
3
Healthcare Proxy
1
0.0%
1
Child Health Plus
Billing Issue - CHP
10
0.0%
–
6
1
3
–
–
–
CHPlus to MA Conversion-Elig
3
0.0%
1
2
Coverage Lookup - CHP
19
0.0%
–
6
3
10
–
–
–
Covered Services - CHP
10
0.0%
7
2
1
Eligibility Changes - CHP
8
0.0%
–
3
–
5
–
–
–
Health Plan Complaint
2
0.0%
1
1
Health Plans - CHP
20
0.0%
–
7
1
10
–
–
2
Premium Contribution Assist
21
0.0%
13
1
7
Presumptive Eligibility - CHP
2
0.0%
–
–
–
2
–
–
–
Program Information - CHP
169
0.1%
103
20
41
5
Renewal App Assistance - CHP
3
0.0%
–
2
1
–
–
–
–
Waiting Period
4
0.0%
2
2
Complaint
Complaint
1,692
1.0%
2
1
204
1,411
4
–
70
FHP Member
Coverage Lookup - FHP
4
0.0%
1
1
2
Covered Services - FHP
2
0.0%
–
–
–
2
–
–
–
Eligibility Changes - FHP
2
0.0%
1
1
Pregnant Women/Newborn - FHP
1
0.0%
–
–
1
–
–
–
–
Program Information - FHP
2
0.0%
2
Provider Referral - FHP
1
0.0%
–
–
1
–
–
–
–
FPBP
Benefit Card Questions - FPBP
11
0.0%
11
Covered Services - FPBP
6
0.0%
–
–
1
5
–
–
–
Presumptive Eligibility -FPBP
1
0.0%
1
Program Information - FPBP
18
0.0%
–
–
–
18
–
–
–
Provider Referral - FPBP
2
0.0%
1
1
Provider Support - FPBP
1
0.0%
–
–
–
–
–
–
1
Renewal App Assistance - FPBP
5
0.0%
2
2
1
Fair Hearing-Agency Conf
Agency Conference
5
0.0%
–
–
2
2
–
–
1
Fair Hearing Assistance
23
0.0%
1
19
3
Hangup/Disconnect
Hangup/Disconnect
3,558
2.1%
–
12
771
2,363
5
1
406
MA Member
Benefit Card Questions - MA
1,303
0.8%
5
133
1,131
34
Billing Issues - MA
260
0.2%
–
1
49
206
–
–
4
Coverage Lookup - MA
65,374
38.3%
3
78
12,834
50,291
96
2,072
Covered Services - MA
1,262
0.7%
–
–
383
842
–
–
37
Eligibility Changes - MA
128
0.1%
1
48
77
2
Health Plans - MA
63
0.0%
–
1
2
58
–
–
2
Pregnant Women/Newborn - MA
155
0.1%
6
146
3
Program Information - MA
2,992
1.8%
–
11
136
2,736
2
–
107
Provider Referral - MA
440
0.3%
56
369
1
14
Renewal App Assistance - MA
391
0.2%
–
1
45
337
–
–
8
Spenddown - MA
104
0.1%
1
101
2
TPHI Inquiry - MA
124
0.1%
–
–
1
120
–
–
3
MA Special Programs
Employer Buy-In
1
0.0%
1
FHP Premium Assistance
3
0.0%
–
–
1
2
–
–
–
MA Premium Assistance Programs
12
0.0%
2
9
1
MA Special Populations
30
0.0%
–
–
5
24
–
–
1
Material Requests
Bulk Mail Request
6
0.0%
1
2
3
Material Not Sent
87
0.1%
–
–
13
73
–
–
1
Material Request
1,977
1.2%
2
3
398
1,482
92
Material Sent
1,780
1.0%
2
2
350
1,345
–
–
81
Received in Error
2
0.0%
1
1
Medicare
Application Assistance - MSP
28
0.0%
–
1
5
12
–
–
10
Program Information - MSP
202
0.1%
12
182
8
Program Information - Medicare
79
0.0%
–
1
10
63
–
–
5
New Applicant/Eligibility
Application Assistance - New
31
0.0%
2
26
3
Documentation Requirements
10
0.0%
–
–
1
9
–
–
–
Eligibility Questions
140
0.1%
4
7
116
13
Eligibility Screening
88
0.1%
–
4
4
77
–
–
3
Presumptive Eligibility
1
0.0%
1
Outbound/Lang Line
Language Line
123
0.1%
–
–
13
106
–
1
3
Outbound Calls
7
0.0%
2
5
Referrals and Transfers
Assistor
145
0.1%
–
7
34
101
–
–
3
DOH Policy Line - DME
598
0.4%
2
170
416
10
DOH Policy Line - Dental
570
0.3%
–
1
165
396
–
–
8
DOH Policy Line - OOS
307
0.2%
57
246
1
3
DOH Policy Line - Pharmacy
1,095
0.6%
–
1
254
810
1
–
29
Food Stamp
3,466
2.0%
3
1,160
2,238
4
61
Fraud Line/OMIG
189
0.1%
–
–
35
141
–
–
13
HRA
11,599
6.8%
7
2,401
8,978
5
208
Health Plans
6,406
3.8%
–
177
1,257
4,788
4
–
180
Internal Transfer
38,089
22.3%
9
475
9,515
27,421
41
2
626
LDSS
12,521
7.3%
–
8
2,746
9,450
17
4
296
Medicaid Choice
2,369
1.4%
1
512
1,819
1
36
Other
5,913
3.5%
–
21
1,072
4,628
9
–
183
Qualified Entities
20
0.0%
6
14
Restricted Recipient Program
160
0.1%
–
–
33
125
–
–
2
Transportation
1,772
1.0%
3
446
1,247
4
72
Specialized Unit
Good Cause Exemption Request
896
0.5%
–
–
105
674
–
–
117
Good Cause Program Information
99
0.1%
26
66
7
Newborn Program Information
889
0.5%
–
–
216
663
–
–
10
Presumptive Eligibility Req
47
0.0%
13
31
3
TOTAL
170,675
100.0%
18
982
35,789
128,795
196
8
4,887
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 3/3/2015 12:42 PM
Period: 03/01/2015 to 03/31/2015
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Authentication
138
0.1%
1
132
1
4
Authorized Rep
29
0.0%
–
–
7
16
–
–
6
Healthcare Proxy
187
0.1%
1
10
167
2
7
Child Health Plus
Billing Issue - CHP
23
0.0%
–
11
1
11
–
–
–
CHPlus to MA Conversion-Elig
11
0.0%
3
3
5
Coverage Lookup - CHP
10
0.0%
–
5
–
5
–
–
–
Covered Services - CHP
20
0.0%
10
1
7
2
Eligibility Changes - CHP
18
0.0%
–
4
–
14
–
–
–
Health Plan Complaint
2
0.0%
2
Health Plans - CHP
28
0.0%
–
10
–
17
–
–
1
Program Information - CHP
225
0.1%
109
20
90
6
Renewal App Assistance - CHP
17
0.0%
–
8
1
6
–
–
2
Waiting Period
4
0.0%
1
2
1
Complaint
Complaint
1,916
1.0%
–
3
249
1,567
5
–
92
FHP Member
Coverage Lookup - FHP
6
0.0%
1
5
Covered Services - FHP
3
0.0%
–
–
–
2
–
–
1
Program Information - FHP
4
0.0%
1
1
2
FPBP
App/Renewal Assistance - FPBP
6
0.0%
–
–
–
–
–
–
6
Benefit Card Questions - FPBP
2
0.0%
2
Covered Services - FPBP
14
0.0%
–
–
–
13
–
–
1
Presumptive Eligibility -FPBP
3
0.0%
2
1
Program Information - FPBP
19
0.0%
–
–
2
17
–
–
–
Provider Referral - FPBP
4
0.0%
1
1
2
Fair Hearing-Agency Conf
Agency Conference
13
0.0%
–
–
3
9
–
–
1
Fair Hearing Assistance
24
0.0%
2
21
1
Hangup/Disconnect
Hangup/Disconnect
5,280
2.8%
1
8
1,135
3,564
9
3
560
MA Member
Benefit Card Questions - MA
1,130
0.6%
9
153
951
1
16
Billing Issues - MA
396
0.2%
–
–
39
347
–
–
10
Coverage Lookup - MA
71,601
38.0%
5
93
13,711
55,066
117
2
2,607
Covered Services - MA
1,428
0.8%
–
–
104
1,224
2
–
98
Eligibility Changes - MA
223
0.1%
82
138
3
Health Plans - MA
148
0.1%
–
–
11
127
–
–
10
Pregnant Women/Newborn - MA
156
0.1%
10
136
10
Program Information - MA
2,088
1.1%
1
2
235
1,799
–
–
51
Provider Referral - MA
558
0.3%
36
507
15
Renewal App Assistance - MA
464
0.2%
1
–
52
388
1
–
22
Spenddown - MA
23
0.0%
23
TPHI Inquiry - MA
22
0.0%
–
–
2
16
–
–
4
MA Special Programs
FHP Premium Assistance
1
0.0%
1
MA Premium Assistance Programs
36
0.0%
–
–
6
24
1
–
5
MA Special Populations
56
0.0%
3
51
2
Material Requests
Bulk Mail Request
2
0.0%
–
–
1
1
–
–
–
Material Not Sent
95
0.1%
28
54
13
Material Request
2,195
1.2%
2
3
435
1,625
4
–
126
Material Sent
1,955
1.0%
2
3
373
1,475
4
98
Received in Error
2
0.0%
–
–
–
2
–
–
–
Medicare
Application Assistance - MSP
45
0.0%
12
31
2
Program Information - MSP
233
0.1%
–
–
27
202
–
–
4
Program Information - Medicare
100
0.1%
10
86
4
New Applicant/Eligibility
Application Assistance - New
11
0.0%
–
–
–
10
–
–
1
Application Process Questions
41
0.0%
5
29
7
Eligibility Questions
95
0.1%
–
–
11
78
–
–
6
Eligibility Screening
71
0.0%
1
4
63
3
Presumptive Eligibility
1
0.0%
–
–
–
1
–
–
–
Outbound/Lang Line
Language Line
157
0.1%
23
128
1
5
Outbound Calls
4
0.0%
–
–
2
2
–
–
–
Referrals and Transfers
Assistor
198
0.1%
1
35
158
4
DOH Policy Line - DME
620
0.3%
–
1
112
490
1
–
16
DOH Policy Line - Dental
730
0.4%
162
547
21
DOH Policy Line - OOS
397
0.2%
–
1
80
307
–
–
9
DOH Policy Line - Pharmacy
1,141
0.6%
212
892
1
36
Food Stamp
3,997
2.1%
–
5
1,264
2,662
1
2
63
Fraud Line/OMIG
252
0.1%
54
188
10
HRA
12,060
6.4%
–
4
1,941
9,819
10
–
286
Health Plans
6,536
3.5%
228
1,172
4,929
15
1
191
Internal Transfer
42,841
22.7%
12
476
8,130
33,056
39
2
1,126
LDSS
15,359
8.1%
18
3,308
11,533
19
34
447
Medicaid Choice
2,465
1.3%
–
–
399
1,467
2
–
597
Other
6,782
3.6%
2
13
1,132
5,388
12
235
Qualified Entities
27
0.0%
–
–
5
18
–
–
4
Restricted Recipient Program
210
0.1%
37
152
21
Transportation
1,914
1.0%
1
4
381
1,452
2
–
74
Unspecified
1
0.0%
1
Specialized Unit
Good Cause Exemption Request
974
0.5%
–
–
215
714
–
–
45
Good Cause Program Information
19
0.0%
4
15
Newborn Program Information
742
0.4%
–
–
167
564
–
–
11
Presumptive Eligibility Req
56
0.0%
5
51
TOTAL
188,664
100.0%
27
1,035
35,628
144,665
249
45
7,015
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 4/1/2015 12:42 PM
Period: 04/01/2015 to 04/31/2015
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Healthcare Proxy
156
0.1%
3
11
130
12
Child Health Plus
Billing Issue - CHP
42
0.0%
–
12
–
19
–
–
11
CHPlus to MA Conversion-Elig
14
0.0%
6
1
6
1
Covered Services - CHP
19
0.0%
–
3
–
11
–
–
5
Eligibility Changes - CHP
23
0.0%
5
2
14
2
Health Plans - CHP
36
0.0%
1
12
–
19
–
–
4
Program Information - CHP
215
0.1%
100
20
72
23
Renewal App Assistance - CHP
21
0.0%
–
9
3
7
–
–
2
Waiting Period
4
0.0%
2
2
Complaint
Complaint
2,084
1.1%
–
4
183
1,774
3
–
120
FPBP
App/Renewal Assistance - FPBP
13
0.0%
1
3
6
3
Benefit Card Questions - FPBP
3
0.0%
–
–
–
3
–
–
–
Covered Services - FPBP
15
0.0%
2
13
Presumptive Eligibility -FPBP
2
0.0%
–
–
1
1
–
–
–
Program Information - FPBP
12
0.0%
1
11
Provider Referral - FPBP
7
0.0%
–
–
2
5
–
–
–
Fair Hearing-Agency Conf
Agency Conference
8
0.0%
2
6
Fair Hearing Assistance
29
0.0%
–
–
4
25
–
–
–
Hangup/Disconnect
Hangup/Disconnect
3,617
2.0%
6
783
2,336
5
1
486
MA Member
Benefit Card Questions - MA
944
0.5%
1
1
121
792
–
–
29
Billing Issues - MA
336
0.2%
1
28
297
10
Coverage Lookup - MA
66,083
36.2%
4
125
9,698
53,666
93
1
2,496
Covered Services - MA
1,185
0.6%
2
82
1,031
4
66
Eligibility Changes - MA
182
0.1%
–
1
86
92
–
–
3
Health Plans - MA
247
0.1%
1
3
30
191
3
19
Pregnant Women/Newborn - MA
122
0.1%
–
–
7
108
–
–
7
Program Information - MA
2,314
1.3%
6
295
1,929
1
83
Provider Referral - MA
490
0.3%
–
–
37
424
–
–
29
Renewal App Assistance - MA
632
0.3%
2
11
75
501
1
42
MA Special Programs
MA Premium Assistance Programs
33
0.0%
–
–
3
23
–
–
7
MA Special Populations
84
0.0%
1
6
72
5
Material Requests
Bulk Mail Request
3
0.0%
–
–
2
1
–
–
–
Material Not Sent
56
0.0%
2
15
36
3
Material Request
2,067
1.1%
6
10
382
1,570
2
–
97
Material Sent
1,857
1.0%
6
8
326
1,437
2
78
Received in Error
1
0.0%
–
–
1
–
–
–
–
Medicare
Application Assistance - MSP
26
0.0%
7
17
2
Program Information - MSP
210
0.1%
–
1
17
185
–
–
7
Program Information - Medicare
93
0.1%
12
78
3
New Applicant/Eligibility
Application Process Questions
53
0.0%
–
–
3
47
–
–
3
Eligibility Questions
107
0.1%
2
6
94
1
4
Eligibility Screening
74
0.0%
1
6
1
62
–
–
4
Outbound/Lang Line
Language Line
157
0.1%
9
143
5
Referrals and Transfers
Assistor
158
0.1%
–
1
19
136
–
–
2
DOH Policy Line - DME
796
0.4%
1
107
660
28
DOH Policy Line - Dental
703
0.4%
–
–
102
589
1
–
11
DOH Policy Line - OOS
418
0.2%
53
358
7
DOH Policy Line - Pharmacy
1,141
0.6%
–
–
129
989
–
–
23
Food Stamp
4,716
2.6%
1
1,422
3,212
4
11
66
Fraud Line/OMIG
309
0.2%
–
–
56
246
–
–
7
HRA
12,796
7.0%
4
1,675
10,731
9
8
369
Health Plans
6,556
3.6%
–
176
861
5,287
21
–
211
Internal Transfer
41,608
22.8%
3
452
6,267
33,546
29
8
1,303
LDSS
16,169
8.9%
–
6
2,380
13,323
19
21
420
Medicaid Choice
2,413
1.3%
407
1,948
1
57
Other
7,139
3.9%
–
13
975
5,882
7
1
261
Provider Search
99
0.1%
5
14
65
15
Qualified Entities
16
0.0%
–
1
7
8
–
–
–
Restricted Recipient Program
195
0.1%
14
165
16
Transportation
1,864
1.0%
–
–
298
1,498
5
–
63
Specialized Unit
Good Cause Exemption Request
874
0.5%
158
665
51
Good Cause Program Information
16
0.0%
–
–
1
14
–
–
1
Newborn Program Information
728
0.4%
135
576
17
Presumptive Eligibility Req
54
0.0%
–
–
6
47
–
–
1
TOTAL
182,444
100.0%
31
997
27,353
147,201
210
52
6,600
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 5/01/2015 12:42 PM
Period: 05/01/2015 to 05/31/2015
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Healthcare Proxy
94
0.1%
1
1
89
3
Child Health Plus
Billing Issue - CHP
10
0.0%
–
5
3
2
–
–
–
CHPlus to MA Conversion-Elig
7
0.0%
3
3
1
Covered Services - CHP
15
0.0%
–
4
2
6
–
–
3
Eligibility Changes - CHP
9
0.0%
2
3
4
Health Plans - CHP
20
0.0%
–
5
1
13
–
–
1
Program Information - CHP
131
0.1%
52
14
60
5
Renewal App Assistance - CHP
21
0.0%
–
3
7
7
–
–
4
Waiting Period
5
0.0%
3
1
1
Complaint
Complaint
1,834
1.1%
–
–
146
1,630
3
–
55
FPBP
App/Renewal Assistance - FPBP
13
0.0%
2
11
Benefit Card Questions - FPBP
4
0.0%
–
–
1
1
–
–
2
Covered Services - FPBP
6
0.0%
5
1
Presumptive Eligibility -FPBP
2
0.0%
–
–
–
2
–
–
–
Program Information - FPBP
16
0.0%
3
11
2
Provider Referral - FPBP
3
0.0%
–
–
1
2
–
–
–
Fair Hearing-Agency Conf
Agency Conference
12
0.0%
7
5
Fair Hearing Assistance
23
0.0%
–
–
4
12
–
–
7
Hangup/Disconnect
Hangup/Disconnect
3,933
2.3%
2
1
620
2,826
3
481
MA Member
Benefit Card Questions - MA
923
0.5%
–
4
144
765
–
–
10
Billing Issues - MA
236
0.1%
28
201
7
Coverage Lookup - MA
59,925
35.4%
–
107
8,194
50,197
83
–
1,344
Covered Services - MA
1,125
0.7%
94
892
3
136
Eligibility Changes - MA
139
0.1%
–
–
69
62
–
–
8
Health Plans - MA
130
0.1%
2
14
108
6
Pregnant Women/Newborn - MA
103
0.1%
–
–
8
92
–
–
3
Program Information - MA
1,962
1.2%
13
176
1,710
63
Provider Referral - MA
333
0.2%
1
2
50
252
–
–
28
Renewal App Assistance - MA
542
0.3%
1
54
474
3
10
MA Special Programs
MA Premium Assistance Programs
17
0.0%
–
–
7
9
–
–
1
MA Special Populations
62
0.0%
10
45
7
Material Requests
Bulk Mail Request
15
0.0%
–
–
5
5
–
–
5
Material Not Sent
68
0.0%
1
17
46
4
Material Request
1,762
1.0%
4
–
304
1,388
1
1
64
Material Sent
1,580
0.9%
3
261
1,266
1
1
48
Medicare
Application Assistance - MSP
15
0.0%
–
–
6
7
–
–
2
Program Information - MSP
163
0.1%
27
130
6
Program Information - Medicare
59
0.0%
–
–
12
44
–
–
3
New Applicant/Eligibility
Application Process Questions
35
0.0%
5
28
2
Eligibility Questions
72
0.0%
–
–
6
61
–
–
5
Eligibility Screening
41
0.0%
3
1
35
2
Outbound/Lang Line
Language Line
187
0.1%
–
1
18
156
–
–
12
Outbound Calls
19
0.0%
15
3
1
Referrals and Transfers
Assistor
117
0.1%
–
1
19
93
–
2
2
DOH Policy Line - DME
793
0.5%
1
100
676
16
DOH Policy Line - Dental
717
0.4%
–
–
94
611
–
–
12
DOH Policy Line - OOS
491
0.3%
54
435
2
DOH Policy Line - Pharmacy
1,087
0.6%
–
–
135
936
–
–
16
Food Stamp
4,530
2.7%
1,197
3,261
5
12
55
Fraud Line/OMIG
223
0.1%
–
–
34
184
1
–
4
HRA
10,845
6.4%
1,543
9,121
9
3
169
Health Plans
6,561
3.9%
–
137
797
5,470
27
–
130
Internal Transfer
39,212
23.2%
319
5,745
32,413
15
3
717
LDSS
14,105
8.3%
–
7
2,050
11,751
20
18
259
Medicaid Choice
2,442
1.4%
2
413
1,988
4
35
Other
6,178
3.7%
–
7
791
5,246
3
4
127
Provider Search
2,468
1.5%
7
2
479
1,788
9
2
181
Qualified Entities
31
0.0%
–
2
12
17
–
–
–
Restricted Recipient Program
256
0.2%
1
34
205
16
Transportation
1,729
1.0%
–
–
257
1,435
–
–
37
Specialized Unit
Good Cause Exemption Request
877
0.5%
148
667
62
Good Cause Program Information
14
0.0%
–
–
–
6
–
–
8
Newborn Program Information
685
0.4%
120
553
12
Presumptive Eligibility Req
43
0.0%
–
–
2
39
–
–
2
TOTAL
169,075
100.0%
19
690
24,357
139,563
190
46
4,210
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 6/2/2015 01:30:00 PM
Period: 06/01/2015 to 06/31/2015
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Healthcare Proxy
34
0.0%
5
27
2
Child Health Plus
Billing Issue - CHP
16
0.0%
–
7
–
7
–
–
2
CHPlus to MA Conversion-Elig
20
0.0%
3
4
12
1
Covered Services - CHP
26
0.0%
–
4
8
10
–
–
4
Eligibility Changes - CHP
15
0.0%
1
1
10
3
Health Plans - CHP
19
0.0%
–
5
1
10
–
–
3
Program Information - CHP
253
0.1%
100
15
129
9
Renewal App Assistance - CHP
9
0.0%
–
2
1
5
–
–
1
Waiting Period
2
0.0%
2
Complaint
Complaint
2,022
1.1%
–
1
206
1,766
3
–
46
FPBP
App/Renewal Assistance - FPBP
6
0.0%
2
2
2
Benefit Card Questions - FPBP
5
0.0%
–
–
1
1
–
–
3
Covered Services - FPBP
14
0.0%
1
12
1
Program Information - FPBP
12
0.0%
–
–
–
12
–
–
–
Provider Referral - FPBP
5
0.0%
1
4
Fair Hearing-Agency Conf
Agency Conference
5
0.0%
–
–
1
4
–
–
–
Fair Hearing Assistance
19
0.0%
1
1
17
Hangup/Disconnect
Hangup/Disconnect
4,422
2.3%
2
6
800
3,142
10
1
461
MA Member
Benefit Card Questions - MA
1,016
0.5%
205
798
13
Billing Issues - MA
343
0.2%
–
–
39
297
3
–
4
Coverage Lookup - MA
66,778
34.9%
104
9,116
56,197
117
3
1,241
Covered Services - MA
1,383
0.7%
–
–
133
1,188
4
–
58
Eligibility Changes - MA
167
0.1%
83
82
2
Health Plans - MA
111
0.1%
–
–
26
81
–
–
4
Pregnant Women/Newborn - MA
161
0.1%
11
148
2
Program Information - MA
2,502
1.3%
–
11
147
2,292
2
–
50
Provider Referral - MA
292
0.2%
47
226
19
Renewal App Assistance - MA
663
0.3%
1
–
90
559
1
–
12
MA Special Programs
MA Premium Assistance Programs
35
0.0%
13
18
4
MA Special Populations
65
0.0%
–
–
11
47
–
–
7
Material Requests
Bulk Mail Request
11
0.0%
3
6
2
Material Not Sent
62
0.0%
–
–
14
43
–
–
5
Material Request
2,396
1.3%
2
1
419
1,872
1
1
100
Material Sent
2,148
1.1%
1
1
373
1,698
1
1
73
Medicare
Application Assistance - MSP
38
0.0%
7
25
6
Program Information - MSP
220
0.1%
–
–
42
168
–
–
10
Program Information - Medicare
102
0.1%
13
83
6
New Applicant/Eligibility
Application Process Questions
56
0.0%
–
–
9
40
–
–
7
Eligibility Questions
89
0.0%
1
4
7
74
3
Eligibility Screening
42
0.0%
–
2
3
37
–
–
–
Outbound/Lang Line
Language Line
204
0.1%
16
183
5
Outbound Calls
53
0.0%
–
–
22
27
–
–
4
Referrals and Transfers
Assistor
123
0.1%
1
1
31
87
3
DOH Policy Line - DME
790
0.4%
–
–
152
631
1
–
6
DOH Policy Line - Dental
745
0.4%
2
110
628
1
4
DOH Policy Line - OOS
573
0.3%
–
–
97
471
–
–
5
DOH Policy Line - Pharmacy
1,286
0.7%
1
198
1,077
10
Food Stamp
5,466
2.9%
–
–
1,536
3,859
6
30
35
Fraud Line/OMIG
239
0.1%
21
210
8
HRA
12,956
6.8%
–
9
1,690
11,089
11
2
155
Health Plans
7,357
3.8%
2
118
901
6,194
20
122
Internal Transfer
43,597
22.8%
1
375
6,186
36,431
55
2
547
LDSS
15,812
8.3%
2
7
2,448
13,107
29
21
198
Medicaid Choice
2,675
1.4%
1
–
411
2,219
9
–
35
Other
6,629
3.5%
8
964
5,518
22
2
115
Provider Search
3,290
1.7%
2
2
611
2,555
2
–
118
Qualified Entities
19
0.0%
6
11
2
Restricted Recipient Program
218
0.1%
–
–
15
198
–
–
5
Transportation
1,964
1.0%
3
280
1,641
3
37
Specialized Unit
Good Cause Exemption Request
964
0.5%
–
–
162
760
–
–
42
Good Cause Program Information
36
0.0%
9
24
3
Newborn Program Information
746
0.4%
–
–
142
582
–
–
22
Presumptive Eligibility Req
52
0.0%
3
46
3
TOTAL
191,378
100.0%
16
780
27,869
158,699
301
63
3,650
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 7/1/2015 01:30:00 PM
Period: 07/01/2015 to 07/31/2015
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Healthcare Proxy
16
0.0%
14
2
Child Health Plus
Billing Issue - CHP
27
0.0%
–
11
–
15
–
–
1
CHPlus to MA Conversion-Elig
22
0.0%
3
3
15
1
Covered Services - CHP
40
0.0%
–
12
13
8
–
–
7
Eligibility Changes - CHP
24
0.0%
5
7
10
2
Health Plans - CHP
30
0.0%
–
9
4
12
–
–
5
Program Information - CHP
231
0.1%
96
10
122
3
Renewal App Assistance - CHP
14
0.0%
–
6
1
5
–
–
2
Waiting Period
6
0.0%
2
2
2
Complaint
Complaint
2,325
1.2%
–
–
230
2,009
–
–
86
FPBP
App/Renewal Assistance - FPBP
9
0.0%
1
6
2
Benefit Card Questions - FPBP
3
0.0%
–
–
–
2
–
–
1
Covered Services - FPBP
15
0.0%
12
3
Presumptive Eligibility -FPBP
1
0.0%
–
–
–
1
–
–
–
Program Information - FPBP
12
0.0%
3
7
2
Provider Referral - FPBP
5
0.0%
–
–
–
5
–
–
–
Fair Hearing-Agency Conf
Agency Conference
9
0.0%
4
5
Fair Hearing Assistance
16
0.0%
–
–
7
9
–
–
–
Hangup/Disconnect
Hangup/Disconnect
4,247
2.3%
4
787
3,053
11
2
390
MA Member
Benefit Card Questions - MA
962
0.5%
–
1
159
791
–
–
11
Billing Issues - MA
292
0.2%
53
236
3
Coverage Lookup - MA
67,835
36.1%
2
120
9,160
56,990
105
–
1,458
Covered Services - MA
687
0.4%
1
79
565
1
41
Eligibility Changes - MA
168
0.1%
–
–
68
97
2
–
1
Health Plans - MA
95
0.1%
30
52
13
Pregnant Women/Newborn - MA
168
0.1%
–
–
10
154
–
–
4
Program Information - MA
2,222
1.2%
7
116
2,070
29
Provider Referral - MA
227
0.1%
–
–
44
168
–
–
15
Renewal App Assistance - MA
839
0.4%
2
3
130
679
1
24
MA Special Programs
MA Premium Assistance Programs
23
0.0%
–
–
5
17
–
–
1
MA Special Populations
60
0.0%
11
46
3
Material Requests
Bulk Mail Request
9
0.0%
–
–
3
5
–
–
1
Material Not Sent
62
0.0%
1
14
42
5
Material Request
2,249
1.2%
1
1
361
1,793
2
1
90
Material Sent
1,984
1.1%
1
317
1,591
2
1
72
Received in Error
6
0.0%
–
–
–
1
–
–
5
Medicare
Application Assistance - MSP
27
0.0%
6
16
5
Program Information - MSP
239
0.1%
–
–
45
189
–
–
5
Program Information - Medicare
75
0.0%
13
56
1
5
New Applicant/Eligibility
Application Process Questions
49
0.0%
–
–
9
36
–
–
4
Eligibility Questions
106
0.1%
3
12
89
2
Eligibility Screening
72
0.0%
–
2
3
67
–
–
–
Outbound/Lang Line
Language Line
148
0.1%
27
119
2
Outbound Calls
66
0.0%
1
–
3
59
–
–
3
Referrals and Transfers
Assistor
159
0.1%
5
29
124
1
DOH Policy Line - DME
757
0.4%
–
1
137
598
2
–
19
DOH Policy Line - Dental
697
0.4%
134
559
4
DOH Policy Line - OOS
544
0.3%
–
–
59
480
1
–
4
DOH Policy Line - Pharmacy
1,095
0.6%
4
191
883
17
Food Stamp
5,346
2.8%
–
1
1,570
3,722
4
10
39
Fraud Line/OMIG
284
0.2%
38
242
2
2
HRA
13,135
7.0%
–
3
1,596
11,368
12
–
156
Health Plans
6,817
3.6%
2
142
759
5,798
17
1
98
Internal Transfer
42,623
22.7%
1
463
5,519
36,078
40
–
522
LDSS
14,379
7.6%
6
2,339
11,800
28
13
193
Medicaid Choice
2,565
1.4%
–
–
451
2,062
7
–
45
Other
6,780
3.6%
2
7
980
5,665
8
3
115
Provider Search
3,438
1.8%
–
5
734
2,577
9
–
113
Qualified Entities
43
0.0%
1
7
30
5
Restricted Recipient Program
192
0.1%
–
–
19
166
–
–
7
Transportation
1,930
1.0%
1
297
1,572
3
57
Specialized Unit
Good Cause Exemption Request
889
0.5%
3
–
182
569
–
–
135
Good Cause Program Information
20
0.0%
5
12
3
Newborn Program Information
701
0.4%
–
–
106
567
–
–
28
Presumptive Eligibility Req
49
0.0%
10
35
4
TOTAL
188,165
100.0%
15
926
26,910
156,147
257
32
3,878
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 8/3/2015 01:30:00 PM
Period: 08/01/2015 to 08/31/2015
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Healthcare Proxy
19
0.0%
1
15
3
Child Health Plus
Billing Issue - CHP
14
0.0%
–
12
1
1
–
–
–
CHPlus to MA Conversion-Elig
12
0.0%
6
3
1
2
Covered Services - CHP
38
0.0%
–
20
12
3
–
–
3
Eligibility Changes - CHP
20
0.0%
12
1
7
Health Plans - CHP
10
0.0%
–
6
–
4
–
–
–
Program Information - CHP
289
0.2%
135
20
128
1
5
Renewal App Assistance - CHP
17
0.0%
–
12
–
5
–
–
–
Waiting Period
2
0.0%
2
Complaint
Complaint
2,439
1.4%
–
2
297
2,048
3
–
89
FPBP
App/Renewal Assistance - FPBP
9
0.0%
6
3
Benefit Card Questions - FPBP
1
0.0%
–
–
–
–
–
–
1
Covered Services - FPBP
10
0.0%
10
Program Information - FPBP
10
0.0%
–
–
1
9
–
–
–
Provider Referral - FPBP
4
0.0%
2
1
1
Fair Hearing-Agency Conf
Agency Conference
9
0.0%
–
–
–
5
–
–
4
Fair Hearing Assistance
11
0.0%
11
Hangup/Disconnect
Hangup/Disconnect
3,598
2.1%
–
4
687
2,584
4
–
319
MA Member
Benefit Card Questions - MA
903
0.5%
136
754
13
Billing Issues - MA
231
0.1%
–
–
34
195
1
–
1
Coverage Lookup - MA
63,686
36.6%
3
107
9,263
52,839
72
6
1,396
Covered Services - MA
599
0.3%
2
2
72
488
1
–
34
Eligibility Changes - MA
148
0.1%
75
71
2
Health Plans - MA
57
0.0%
–
3
21
31
–
–
2
Pregnant Women/Newborn - MA
184
0.1%
7
171
6
Program Information - MA
1,982
1.1%
–
8
105
1,824
2
–
43
Provider Referral - MA
167
0.1%
45
115
1
6
Renewal App Assistance - MA
831
0.5%
2
1
77
731
1
–
19
MA Special Programs
MA Premium Assistance Programs
21
0.0%
7
12
2
MA Special Populations
59
0.0%
–
–
6
49
–
–
4
Material Requests
Bulk Mail Request
19
0.0%
5
8
6
Material Not Sent
44
0.0%
–
1
4
36
–
–
3
Material Request
2,444
1.4%
3
8
408
1,809
4
212
Material Sent
1,933
1.1%
1
5
310
1,565
2
–
50
Received in Error
2
0.0%
1
1
Medicare
Application Assistance - MSP
24
0.0%
–
–
5
18
–
–
1
Program Information - MSP
185
0.1%
1
33
148
3
Program Information - Medicare
84
0.0%
–
–
12
69
–
–
3
New Applicant/Eligibility
Application Process Questions
49
0.0%
1
5
41
2
Eligibility Questions
131
0.1%
–
1
10
110
1
–
9
Eligibility Screening
51
0.0%
1
1
46
1
2
Outbound/Lang Line
Language Line
116
0.1%
–
–
17
96
1
–
2
Outbound Calls
168
0.1%
7
146
15
Referrals and Transfers
Assistor
102
0.1%
–
4
32
66
–
–
–
DOH Policy Line - DME
651
0.4%
118
519
2
12
DOH Policy Line - Dental
307
0.2%
–
–
95
206
–
1
5
DOH Policy Line - OOS
360
0.2%
65
285
10
DOH Policy Line - Pharmacy
943
0.5%
–
–
151
782
–
–
10
Food Stamp
4,790
2.8%
1,574
3,154
10
12
40
Fraud Line/OMIG
183
0.1%
–
–
27
150
–
–
6
HRA
11,490
6.6%
1,675
9,661
10
144
Health Plans
6,431
3.7%
–
124
909
5,277
12
–
109
Internal Transfer
39,450
22.7%
421
6,117
32,478
35
399
LDSS
13,289
7.6%
1
8
2,562
10,519
13
7
179
Medicaid Choice
2,387
1.4%
3
415
1,932
3
34
Other
6,063
3.5%
–
8
1,060
4,852
7
–
136
Provider Search
3,347
1.9%
3
5
700
2,506
5
128
Qualified Entities
18
0.0%
–
–
1
15
–
–
2
Restricted Recipient Program
157
0.1%
23
127
7
Transportation
1,839
1.1%
–
–
387
1,418
3
–
31
Specialized Unit
Good Cause Exemption Request
721
0.4%
3
120
534
64
Good Cause Program Information
16
0.0%
1
–
1
11
–
–
3
Newborn Program Information
755
0.4%
145
583
1
26
Presumptive Eligibility Req
27
0.0%
–
–
5
21
–
–
1
TOTAL
173,956
100.0%
20
922
27,873
141,307
196
26
3,612
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 09/02/2015 01:30:00 PM
Period: 09/01/2015 to 09/31/2015
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Healthcare Proxy
8
0.0%
1
7
Child Health Plus
Billing Issue - CHP
32
0.0%
–
20
6
6
–
–
–
CHPlus to MA Conversion-Elig
11
0.0%
5
1
4
1
Covered Services - CHP
24
0.0%
–
8
3
12
–
–
1
Eligibility Changes - CHP
20
0.0%
4
1
13
2
Health Plans - CHP
37
0.0%
–
16
6
13
–
–
2
Program Information - CHP
323
0.2%
142
27
147
7
Renewal App Assistance - CHP
22
0.0%
–
8
2
11
–
–
1
Waiting Period
2
0.0%
2
Complaint
Complaint
2,533
1.5%
–
1
315
2,110
1
–
106
FPBP
App/Renewal Assistance - FPBP
17
0.0%
3
8
6
Benefit Card Questions - FPBP
1
0.0%
–
–
–
–
–
–
1
Covered Services - FPBP
8
0.0%
7
1
Presumptive Eligibility -FPBP
2
0.0%
–
–
–
1
–
–
1
Program Information - FPBP
10
0.0%
2
7
1
Provider Referral - FPBP
4
0.0%
–
–
–
3
–
–
1
Fair Hearing-Agency Conf
Agency Conference
7
0.0%
1
3
3
Fair Hearing Assistance
13
0.0%
–
–
1
11
–
–
1
Hangup/Disconnect
Hangup/Disconnect
3,617
2.1%
2
561
2,694
8
2
350
MA Member
Benefit Card Questions - MA
819
0.5%
–
–
135
672
–
–
12
Billing Issues - MA
210
0.1%
48
157
5
Coverage Lookup - MA
64,951
37.4%
1
127
9,083
54,408
52
5
1,275
Covered Services - MA
625
0.4%
1
83
521
20
Eligibility Changes - MA
112
0.1%
–
1
59
51
–
–
1
Health Plans - MA
78
0.0%
5
18
51
4
Pregnant Women/Newborn - MA
230
0.1%
–
1
9
215
–
–
5
Program Information - MA
2,100
1.2%
7
149
1,904
4
36
Provider Referral - MA
160
0.1%
–
1
37
114
–
–
8
Renewal App Assistance - MA
849
0.5%
4
1
95
720
6
23
MA Special Programs
MA Premium Assistance Programs
32
0.0%
–
–
5
27
–
–
–
MA Special Populations
53
0.0%
10
43
Material Requests
Bulk Mail Request
8
0.0%
–
–
4
3
–
–
1
Material Not Sent
80
0.0%
2
5
67
1
5
Material Request
2,545
1.5%
1
3
362
2,056
5
–
118
Material Sent
2,210
1.3%
1
1
310
1,821
4
73
Medicare
Application Assistance - MSP
24
0.0%
–
–
9
15
–
–
–
Program Information - MSP
134
0.1%
22
112
Program Information - Medicare
73
0.0%
–
–
13
58
–
–
2
New Applicant/Eligibility
Application Process Questions
66
0.0%
1
19
42
4
Eligibility Questions
88
0.1%
–
1
10
67
–
–
10
Eligibility Screening
56
0.0%
1
1
53
1
Outbound/Lang Line
Language Line
86
0.0%
–
–
26
56
–
–
4
Outbound Calls
73
0.0%
7
62
4
Referrals and Transfers
Assistor
105
0.1%
–
6
26
73
–
–
–
DOH Policy Line - DME
652
0.4%
99
525
1
27
DOH Policy Line - Dental
245
0.1%
–
–
56
186
–
–
3
DOH Policy Line - OOS
304
0.2%
45
258
1
DOH Policy Line - Pharmacy
936
0.5%
–
–
119
798
–
–
19
Food Stamp
4,117
2.4%
6
1,335
2,708
1
67
Fraud Line/OMIG
191
0.1%
–
–
26
161
–
–
4
HRA
11,140
6.4%
4
1,540
9,489
3
104
Health Plans
6,251
3.6%
–
98
823
5,243
10
–
77
Internal Transfer
39,159
22.6%
4
380
6,009
32,292
29
445
LDSS
12,646
7.3%
–
8
2,125
10,321
17
4
171
Medicaid Choice
2,455
1.4%
468
1,947
7
33
Other
6,058
3.5%
–
5
1,000
4,947
3
–
103
Provider Search
3,177
1.8%
2
3
607
2,472
4
89
Qualified Entities
17
0.0%
–
–
2
13
–
–
2
Restricted Recipient Program
140
0.1%
36
104
Transportation
1,849
1.1%
–
–
305
1,509
1
–
34
Specialized Unit
Good Cause Exemption Request
909
0.5%
191
620
98
Good Cause Program Information
17
0.0%
–
–
2
11
–
–
4
Newborn Program Information
683
0.4%
154
503
26
Presumptive Eligibility Req
77
0.0%
–
–
16
53
–
–
8
TOTAL
173,481
100.0%
13
869
26,433
142,585
156
12
3,413
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 10/02/2015 01:30:00 PM
Period: 10/01/2015 to 10/31/2015
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Healthcare Proxy
22
0.0%
2
17
3
Child Health Plus
Billing Issue - CHP
24
0.0%
–
7
5
11
1
–
–
CHPlus to MA Conversion-Elig
19
0.0%
6
1
11
1
Covered Services - CHP
21
0.0%
–
6
2
12
–
–
1
Eligibility Changes - CHP
16
0.0%
8
7
1
Health Plans - CHP
34
0.0%
–
15
13
2
–
–
4
Program Information - CHP
270
0.2%
148
19
100
3
Renewal App Assistance - CHP
6
0.0%
–
–
1
5
–
–
–
Waiting Period
4
0.0%
3
1
Complaint
Complaint
2,544
1.5%
–
–
362
2,063
–
–
119
FPBP
App/Renewal Assistance - FPBP
4
0.0%
4
Benefit Card Questions - FPBP
2
0.0%
–
–
1
1
–
–
–
Covered Services - FPBP
4
0.0%
1
3
Presumptive Eligibility -FPBP
1
0.0%
–
–
–
1
–
–
–
Program Information - FPBP
2
0.0%
2
Provider Referral - FPBP
2
0.0%
–
–
1
–
–
–
1
Fair Hearing-Agency Conf
Agency Conference
5
0.0%
1
4
Fair Hearing Assistance
12
0.0%
–
–
1
10
–
–
1
Hangup/Disconnect
Hangup/Disconnect
3,880
2.4%
2
25
746
2,746
5
356
MA Member
Benefit Card Questions - MA
596
0.4%
–
–
118
468
1
–
9
Billing Issues - MA
122
0.1%
1
36
77
1
7
Coverage Lookup - MA
61,462
37.3%
3
126
9,869
50,098
37
5
1,324
Covered Services - MA
649
0.4%
3
140
456
50
Eligibility Changes - MA
119
0.1%
–
–
73
39
–
–
7
Health Plans - MA
167
0.1%
33
119
15
Pregnant Women/Newborn - MA
129
0.1%
–
–
16
111
–
–
2
Program Information - MA
1,929
1.2%
1
18
133
1,720
2
55
Provider Referral - MA
179
0.1%
–
1
65
97
–
–
16
Renewal App Assistance - MA
730
0.4%
127
559
4
40
Unspecified
3
0.0%
–
–
–
2
–
–
1
MA Special Programs
MA Premium Assistance Programs
43
0.0%
1
11
17
14
MA Special Populations
21
0.0%
–
–
11
8
–
–
2
Unspecified
1
0.0%
1
Material Requests
Bulk Mail Request
15
0.0%
–
–
12
2
–
–
1
Material Not Sent
77
0.0%
1
20
53
3
Material Request
2,435
1.5%
1
3
395
1,947
4
–
85
Material Sent
2,145
1.3%
3
340
1,738
1
63
Medicare
Application Assistance - MSP
30
0.0%
–
1
5
15
–
–
9
Program Information - MSP
128
0.1%
36
86
6
Program Information - Medicare
83
0.1%
–
–
19
56
–
1
7
New Applicant/Eligibility
Application Process Questions
45
0.0%
19
26
Eligibility Questions
47
0.0%
–
1
7
39
–
–
–
Eligibility Screening
41
0.0%
1
38
2
Outbound/Lang Line
Language Line
131
0.1%
–
–
80
43
–
–
8
Outbound Calls
61
0.0%
26
26
9
Referrals and Transfers
Assistor
164
0.1%
3
–
58
98
–
–
5
DOH Policy Line - DME
531
0.3%
1
110
411
1
8
DOH Policy Line - Dental
271
0.2%
–
–
66
201
–
–
4
DOH Policy Line - OOS
254
0.2%
40
209
1
4
DOH Policy Line - Pharmacy
841
0.5%
–
–
141
685
–
–
15
Food Stamp
3,603
2.2%
1
1,118
2,407
1
76
Fraud Line/OMIG
201
0.1%
–
–
31
167
–
–
3
HRA
10,345
6.3%
4
1,778
8,412
1
150
Health Plans
5,579
3.4%
2
93
870
4,499
10
–
105
Internal Transfer
35,918
21.8%
2
453
6,369
28,508
22
2
562
LDSS
13,226
8.0%
–
3
2,370
10,591
14
1
247
Medicaid Choice
2,682
1.6%
1
491
2,147
5
38
Other
6,135
3.7%
–
5
1,102
4,877
5
1
145
Provider Search
3,314
2.0%
1
8
735
2,447
3
1
119
Qualified Entities
23
0.0%
–
–
6
15
–
–
2
Restricted Recipient Program
160
0.1%
37
115
8
Transportation
1,637
1.0%
–
–
263
1,266
4
–
104
Specialized Unit
Good Cause Exemption Request
1,024
0.6%
187
740
97
Good Cause Program Information
10
0.0%
–
–
3
7
–
–
–
Newborn Program Information
510
0.3%
137
344
29
Presumptive Eligibility Req
48
0.0%
–
–
9
35
–
–
4
TOTAL
164,736
100.0%
18
943
28,669
131,021
123
11
3,951
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 11/03/2015 01:30:00 PM
Period: 11/01/2015 to 11/31/2015
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Healthcare Proxy
7
0.0%
5
2
Child Health Plus
Billing Issue - CHP
21
0.0%
–
9
3
9
–
–
–
CHPlus to MA Conversion-Elig
29
0.0%
5
2
20
2
Covered Services - CHP
39
0.0%
–
10
4
24
–
–
1
Eligibility Changes - CHP
21
0.0%
8
11
2
Health Plans - CHP
32
0.0%
–
10
7
14
–
–
1
Program Information - CHP
532
0.3%
307
26
184
15
Renewal App Assistance - CHP
18
0.0%
–
3
–
14
–
–
1
Waiting Period
7
0.0%
3
1
2
1
Complaint
Complaint
2,630
1.7%
1
–
323
2,154
3
–
149
FPBP
App/Renewal Assistance - FPBP
9
0.0%
2
7
Benefit Card Questions - FPBP
5
0.0%
–
–
3
2
–
–
–
Covered Services - FPBP
3
0.0%
1
2
Program Information - FPBP
7
0.0%
–
–
–
7
–
–
–
Provider Referral - FPBP
2
0.0%
2
Fair Hearing-Agency Conf
Agency Conference
10
0.0%
–
–
3
7
–
–
–
Fair Hearing Assistance
9
0.0%
2
7
Hangup/Disconnect
Hangup/Disconnect
4,658
3.0%
1
20
720
3,431
1
8
477
MA Member
Benefit Card Questions - MA
366
0.2%
37
323
6
Billing Issues - MA
107
0.1%
–
–
16
85
–
–
6
Coverage Lookup - MA
62,389
39.6%
4
208
7,220
53,209
21
1,727
Covered Services - MA
819
0.5%
2
–
128
647
–
–
42
Eligibility Changes - MA
52
0.0%
1
12
36
3
Health Plans - MA
146
0.1%
–
1
20
108
1
–
16
Pregnant Women/Newborn - MA
126
0.1%
2
118
6
Program Information - MA
1,806
1.1%
–
54
130
1,560
–
–
62
Provider Referral - MA
113
0.1%
30
72
1
10
Renewal App Assistance - MA
429
0.3%
1
–
37
375
1
–
15
MA Special Programs
MA Premium Assistance Programs
40
0.0%
3
32
5
MA Special Populations
12
0.0%
–
–
1
8
–
–
3
Material Requests
Bulk Mail Request
13
0.0%
1
12
Material Not Sent
64
0.0%
–
–
12
50
1
–
1
Material Request
1,965
1.2%
3
324
1,548
5
85
Material Sent
1,731
1.1%
–
3
278
1,380
3
–
67
Received in Error
2
0.0%
1
1
Medicare
Application Assistance - MSP
31
0.0%
–
–
4
21
–
–
6
Program Information - MSP
152
0.1%
26
117
9
Program Information - Medicare
130
0.1%
–
–
37
88
1
–
4
New Applicant/Eligibility
Application Process Questions
62
0.0%
23
35
4
Eligibility Questions
43
0.0%
–
1
6
30
–
–
6
Eligibility Screening
33
0.0%
1
2
26
4
Outbound/Lang Line
Language Line
112
0.1%
–
1
82
13
–
–
16
Outbound Calls
29
0.0%
6
17
6
Referrals and Transfers
Assistor
144
0.1%
2
4
34
101
–
–
3
DOH Policy Line - DME
312
0.2%
50
253
9
DOH Policy Line - Dental
205
0.1%
–
–
47
156
–
–
2
DOH Policy Line - OOS
203
0.1%
1
39
156
7
DOH Policy Line - Pharmacy
697
0.4%
–
–
92
593
–
–
12
Food Stamp
3,565
2.3%
849
2,613
103
Fraud Line/OMIG
126
0.1%
–
–
12
112
–
–
2
HRA
9,303
5.9%
4
802
8,322
3
172
Health Plans
5,708
3.6%
1
181
700
4,695
11
1
119
Internal Transfer
33,386
21.2%
4
865
4,015
27,641
49
812
LDSS
11,946
7.6%
–
10
1,544
10,112
2
2
276
Medicaid Choice
2,049
1.3%
204
1,811
34
Other
4,999
3.2%
–
7
680
4,146
2
3
161
Provider Search
2,953
1.9%
3
2
569
2,265
4
1
109
Qualified Entities
32
0.0%
–
–
11
19
–
–
2
Restricted Recipient Program
108
0.1%
17
89
2
Transportation
1,384
0.9%
2
–
172
1,152
–
–
58
Specialized Unit
Good Cause Exemption Request
1,071
0.7%
2
206
783
80
Good Cause Program Information
32
0.0%
–
–
–
16
–
–
16
Newborn Program Information
387
0.2%
60
308
19
Presumptive Eligibility Req
30
0.0%
–
–
4
25
–
–
1
TOTAL
157,451
100.0%
25
1,722
19,640
131,180
108
16
4,760
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 12/02/2015 01:30:00 PM
Period: 12/01/2015 to 12/31/2015
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Healthcare Proxy
23
0.0%
3
20
Child Health Plus
Billing Issue - CHP
22
0.0%
–
9
1
11
–
–
1
CHPlus to MA Conversion-Elig
11
0.0%
3
1
6
1
Covered Services - CHP
31
0.0%
–
15
2
12
–
–
2
Eligibility Changes - CHP
18
0.0%
4
1
10
3
Health Plans - CHP
31
0.0%
–
14
5
9
–
–
3
Program Information - CHP
698
0.4%
520
38
128
12
Renewal App Assistance - CHP
17
0.0%
–
7
2
7
–
–
1
Complaint
Complaint
2,952
1.7%
1
5
306
2,497
4
2
137
FPBP
App/Renewal Assistance - FPBP
5
0.0%
–
–
1
2
–
–
2
Covered Services - FPBP
2
0.0%
1
1
Presumptive Eligibility -FPBP
7
0.0%
–
–
–
6
–
–
1
Program Information - FPBP
5
0.0%
5
Provider Referral - FPBP
1
0.0%
–
–
–
1
–
–
–
Fair Hearing-Agency Conf
Agency Conference
15
0.0%
15
Fair Hearing Assistance
21
0.0%
–
–
1
20
–
–
–
Hangup/Disconnect
Hangup/Disconnect
3,691
2.1%
5
609
2,649
3
425
MA Member
Benefit Card Questions - MA
358
0.2%
–
2
24
322
–
–
10
Billing Issues - MA
152
0.1%
28
112
12
Coverage Lookup - MA
72,443
41.7%
2
236
7,626
62,728
56
2
1,793
Covered Services - MA
698
0.4%
5
104
540
1
48
Eligibility Changes - MA
21
0.0%
–
–
1
19
–
–
1
Health Plans - MA
103
0.1%
18
80
1
4
Pregnant Women/Newborn - MA
125
0.1%
–
–
5
116
–
–
4
Program Information - MA
1,936
1.1%
35
107
1,713
11
3
67
Provider Referral - MA
139
0.1%
–
–
28
107
–
–
4
Renewal App Assistance - MA
897
0.5%
1
2
77
788
1
28
Unspecified
1
0.0%
–
–
–
1
–
–
–
MA Special Programs
MA Premium Assistance Programs
29
0.0%
1
8
18
2
MA Special Populations
17
0.0%
–
1
5
10
–
–
1
Material Requests
Bulk Mail Request
1
0.0%
1
Material Not Sent
59
0.0%
–
1
12
43
–
–
3
Material Request
2,188
1.3%
7
6
436
1,651
6
82
Material Sent
1,948
1.1%
8
5
373
1,496
5
–
61
Medicare
Application Assistance - MSP
30
0.0%
9
18
3
Program Information - MSP
166
0.1%
–
–
22
136
–
–
8
Program Information - Medicare
132
0.1%
1
54
72
5
New Applicant/Eligibility
Application Process Questions
71
0.0%
–
–
25
38
–
–
8
Eligibility Questions
55
0.0%
12
30
1
12
Eligibility Screening
60
0.0%
–
–
15
35
–
–
10
Outbound/Lang Line
Language Line
24
0.0%
11
10
3
Outbound Calls
35
0.0%
–
–
14
11
–
–
10
Referrals and Transfers
Assistor
149
0.1%
1
2
19
113
2
1
11
DOH Policy Line - DME
334
0.2%
–
–
47
276
–
–
11
DOH Policy Line - Dental
308
0.2%
27
249
32
DOH Policy Line - OOS
181
0.1%
–
2
24
151
–
–
4
DOH Policy Line - Pharmacy
841
0.5%
68
756
17
Food Stamp
3,594
2.1%
–
–
779
2,742
2
–
71
Fraud Line/OMIG
161
0.1%
22
139
HRA
9,612
5.5%
1
8
797
8,650
1
–
155
Health Plans
6,222
3.6%
192
776
5,082
17
155
Internal Transfer
36,807
21.2%
5
927
3,605
31,425
174
4
667
LDSS
12,072
6.9%
10
1,706
10,110
2
244
Medicaid Choice
2,185
1.3%
–
–
254
1,888
14
–
29
Other
5,911
3.4%
8
747
4,985
4
167
Provider Search
2,942
1.7%
4
3
541
2,236
3
–
155
Qualified Entities
37
0.0%
10
27
Restricted Recipient Program
111
0.1%
–
–
12
90
–
–
9
Transportation
1,468
0.8%
183
1,260
1
24
Specialized Unit
Good Cause Exemption Request
1,071
0.6%
–
1
212
734
–
–
124
Good Cause Program Information
13
0.0%
2
9
2
Newborn Program Information
479
0.3%
–
–
14
430
1
–
34
Presumptive Eligibility Req
12
0.0%
11
1
TOTAL
173,748
100.0%
32
2,028
19,830
146,856
309
13
4,680
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 01/05/2016 01:30:00 PM
2016
Period: 01/01/2016 to 01/31/2016
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Healthcare Proxy
15
0.0%
6
6
3
Child Health Plus
Billing Issue - CHP
28
0.0%
–
18
3
6
–
–
1
CHPlus to MA Conversion-Elig
13
0.0%
3
8
2
Covered Services - CHP
27
0.0%
–
16
1
10
–
–
–
Eligibility Changes - CHP
23
0.0%
10
12
1
Health Plans - CHP
37
0.0%
–
15
–
19
–
–
3
Program Information - CHP
232
0.1%
96
10
117
9
Renewal App Assistance - CHP
13
0.0%
–
5
–
8
–
–
–
Waiting Period
3
0.0%
3
Complaint
Complaint
2,662
1.4%
1
1
305
2,264
2
–
89
FPBP
App/Renewal Assistance - FPBP
7
0.0%
3
2
2
Benefit Card Questions - FPBP
4
0.0%
–
–
3
1
–
–
–
Covered Services - FPBP
4
0.0%
1
3
Presumptive Eligibility -FPBP
1
0.0%
–
–
1
–
–
–
–
Program Information - FPBP
6
0.0%
3
2
1
Provider Referral - FPBP
3
0.0%
–
–
2
1
–
–
–
Fair Hearing-Agency Conf
Agency Conference
14
0.0%
1
12
1
Fair Hearing Assistance
20
0.0%
–
–
2
18
–
–
–
Hangup/Disconnect
Hangup/Disconnect
3,153
1.7%
6
539
2,183
1
1
423
MA Member
Benefit Card Questions - MA
417
0.2%
–
1
35
369
–
–
12
Billing Issues - MA
166
0.1%
28
131
7
Coverage Lookup - MA
78,409
42.1%
2
132
7,581
68,743
31
1
1,919
Covered Services - MA
756
0.4%
3
129
581
43
Eligibility Changes - MA
57
0.0%
–
–
6
48
–
–
3
Health Plans - MA
124
0.1%
4
39
77
4
Pregnant Women/Newborn - MA
163
0.1%
–
4
15
137
–
–
7
Program Information - MA
1,627
0.9%
39
118
1,419
1
50
Provider Referral - MA
176
0.1%
1
2
44
113
–
–
16
Renewal App Assistance - MA
745
0.4%
2
1
78
641
1
22
MA Special Programs
MA Premium Assistance Programs
33
0.0%
–
–
13
19
–
–
1
MA Special Populations
17
0.0%
5
10
2
Material Requests
Bulk Mail Request
6
0.0%
–
–
2
2
–
–
2
Material Not Sent
79
0.0%
15
56
8
Material Request
2,190
1.2%
3
–
440
1,638
1
–
108
Material Sent
1,960
1.1%
3
366
1,511
1
79
Received in Error
1
0.0%
–
–
1
–
–
–
–
Medicare
Application Assistance - MSP
31
0.0%
9
20
2
Program Information - MSP
182
0.1%
–
–
29
149
–
–
4
Program Information - Medicare
132
0.1%
52
79
1
New Applicant/Eligibility
Application Process Questions
77
0.0%
–
2
11
60
–
–
4
Eligibility Questions
50
0.0%
1
9
39
1
Eligibility Screening
48
0.0%
–
1
–
47
–
–
–
Outbound/Lang Line
Language Line
14
0.0%
3
10
1
Outbound Calls
84
0.0%
–
–
41
38
–
–
5
Referrals and Transfers
Assistor
153
0.1%
2
39
108
4
DOH Policy Line - DME
370
0.2%
–
–
45
321
–
–
4
DOH Policy Line - Dental
198
0.1%
25
154
19
DOH Policy Line - OOS
192
0.1%
–
–
30
150
–
–
12
DOH Policy Line - Pharmacy
723
0.4%
69
634
20
Food Stamp
4,024
2.2%
–
1
814
3,146
–
–
63
Fraud Line/OMIG
124
0.1%
1
11
105
7
HRA
10,792
5.8%
–
–
967
9,663
2
–
160
Health Plans
6,315
3.4%
104
650
5,430
6
125
Internal Transfer
41,307
22.2%
2
352
3,416
36,784
29
–
724
LDSS
12,725
6.8%
9
1,813
10,668
1
1
233
Medicaid Choice
2,171
1.2%
–
–
226
1,908
1
–
36
Other
6,604
3.5%
6
805
5,602
5
186
Provider Search
3,563
1.9%
2
6
677
2,727
5
–
146
Qualified Entities
50
0.0%
10
35
5
Restricted Recipient Program
109
0.1%
–
–
13
87
–
–
9
Transportation
1,710
0.9%
2
187
1,477
44
Specialized Unit
Good Cause Exemption Request
993
0.5%
–
–
181
685
–
–
127
Good Cause Program Information
7
0.0%
4
3
Newborn Program Information
436
0.2%
–
–
28
389
–
–
19
Presumptive Eligibility Req
27
0.0%
2
17
8
TOTAL
186,402
100.0%
18
841
19,961
160,705
87
3
4,787
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 02/04/2016 01:30:00 PM
Period: 02/01/2016 to 02/31/2016
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Healthcare Proxy
25
0.0%
15
9
1
Child Health Plus
Billing Issue - CHP
23
0.0%
–
10
3
9
–
–
1
CHPlus to MA Conversion-Elig
10
0.0%
3
7
Covered Services - CHP
34
0.0%
–
7
9
16
–
–
2
Eligibility Changes - CHP
17
0.0%
10
2
4
1
Health Plans - CHP
29
0.0%
–
7
5
16
–
–
1
Program Information - CHP
123
0.1%
30
24
60
9
Renewal App Assistance - CHP
9
0.0%
–
4
–
2
–
–
3
Complaint
Complaint
2,945
1.7%
2
392
2,432
119
FPBP
App/Renewal Assistance - FPBP
6
0.0%
–
–
3
2
–
–
1
Benefit Card Questions - FPBP
2
0.0%
2
Covered Services - FPBP
2
0.0%
–
–
–
1
–
–
1
Program Information - FPBP
4
0.0%
4
Provider Referral - FPBP
2
0.0%
–
–
–
2
–
–
–
Fair Hearing-Agency Conf
Agency Conference
6
0.0%
5
1
Fair Hearing Assistance
16
0.0%
–
–
3
11
–
–
2
Hangup/Disconnect
Hangup/Disconnect
2,800
1.6%
1
2
468
1,945
2
1
381
MA Member
Benefit Card Questions - MA
359
0.2%
–
–
27
317
–
3
12
Billing Issues - MA
153
0.1%
29
120
4
Coverage Lookup - MA
73,783
42.8%
2
128
8,373
63,388
17
4
1,871
Covered Services - MA
729
0.4%
4
2
141
542
40
Eligibility Changes - MA
37
0.0%
–
–
2
33
–
–
2
Health Plans - MA
125
0.1%
5
22
97
1
Pregnant Women/Newborn - MA
126
0.1%
–
–
11
113
–
1
1
Program Information - MA
1,574
0.9%
1
24
157
1,323
1
68
Provider Referral - MA
175
0.1%
–
–
58
104
–
–
13
Renewal App Assistance - MA
729
0.4%
1
57
644
27
MA Special Programs
MA Premium Assistance Programs
33
0.0%
–
–
6
24
–
–
3
MA Special Populations
23
0.0%
8
13
2
Material Requests
Bulk Mail Request
9
0.0%
–
–
1
5
–
–
3
Material Not Sent
90
0.1%
31
51
8
Material Request
2,402
1.4%
2
1
497
1,791
1
–
110
Material Sent
2,110
1.2%
2
1
399
1,631
77
Medicare
Application Assistance - MSP
32
0.0%
–
–
18
10
–
–
4
Program Information - MSP
145
0.1%
42
98
5
Program Information - Medicare
116
0.1%
–
–
54
54
–
–
8
New Applicant/Eligibility
Application Process Questions
87
0.1%
1
25
58
3
Eligibility Questions
62
0.0%
–
–
9
49
1
–
3
Eligibility Screening
52
0.0%
2
49
1
Outbound/Lang Line
Language Line
18
0.0%
–
–
5
13
–
–
–
Outbound Calls
62
0.0%
36
21
5
Referrals and Transfers
Assistor
99
0.1%
–
–
25
63
–
–
11
DOH Policy Line - DME
424
0.2%
69
346
2
7
DOH Policy Line - Dental
162
0.1%
–
–
33
120
–
–
9
DOH Policy Line - OOS
197
0.1%
25
167
5
DOH Policy Line - Pharmacy
582
0.3%
–
–
72
503
1
–
6
Food Stamp
3,930
2.3%
862
3,001
67
Fraud Line/OMIG
206
0.1%
–
–
22
182
–
–
2
HRA
9,757
5.7%
1,001
8,637
1
118
Health Plans
6,107
3.5%
–
72
758
5,173
4
2
98
Internal Transfer
32,500
18.9%
2
239
2,976
28,756
9
1
517
LDSS
12,413
7.2%
–
5
1,760
10,456
2
2
188
Medicaid Choice
2,385
1.4%
1
1
269
2,086
1
27
Other
7,277
4.2%
1
6
851
6,239
4
–
176
Provider Search
3,941
2.3%
5
2
771
2,996
167
Qualified Entities
32
0.0%
–
–
3
27
1
–
1
Restricted Recipient Program
131
0.1%
16
95
20
Transportation
1,610
0.9%
1
–
215
1,361
–
1
32
Unspecified
1
0.0%
1
Specialized Unit
Good Cause Exemption Request
1,046
0.6%
–
–
89
822
–
–
135
Good Cause Program Information
12
0.0%
1
10
1
Newborn Program Information
453
0.3%
–
–
19
400
–
2
32
Presumptive Eligibility Req
22
0.0%
4
17
1
TOTAL
172,371
100.0%
24
561
20,775
146,532
47
18
4,414
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 03/01/2016 01:30:00 PM
Period: 03/01/2016 to 03/31/2016
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Healthcare Proxy
17
0.0%
5
6
6
Child Health Plus
Billing Issue - CHP
26
0.0%
–
9
7
5
–
–
5
CHPlus to MA Conversion-Elig
30
0.0%
5
21
4
Covered Services - CHP
52
0.0%
–
15
5
25
–
–
7
Eligibility Changes - CHP
34
0.0%
7
7
18
2
Health Plans - CHP
45
0.0%
–
27
3
12
–
–
3
Program Information - CHP
185
0.1%
54
33
87
11
Renewal App Assistance - CHP
13
0.0%
–
5
2
6
–
–
–
Waiting Period
3
0.0%
2
1
Complaint
Complaint
3,691
2.0%
2
2
463
3,041
3
1
179
FPBP
App/Renewal Assistance - FPBP
9
0.0%
2
5
2
Benefit Card Questions - FPBP
2
0.0%
–
–
1
1
–
–
–
Covered Services - FPBP
5
0.0%
5
Presumptive Eligibility -FPBP
2
0.0%
–
–
–
1
–
–
1
Program Information - FPBP
10
0.0%
7
3
Provider Referral - FPBP
4
0.0%
–
–
–
2
–
–
2
Fair Hearing-Agency Conf
Agency Conference
13
0.0%
2
11
Fair Hearing Assistance
8
0.0%
–
–
–
8
–
–
–
Hangup/Disconnect
Hangup/Disconnect
3,793
2.1%
8
917
2,171
45
652
MA Member
Benefit Card Questions - MA
498
0.3%
–
–
31
457
1
–
9
Billing Issues - MA
292
0.2%
44
242
3
3
Coverage Lookup - MA
79,419
43.1%
6
118
9,835
67,113
134
10
2,203
Covered Services - MA
922
0.5%
2
134
755
1
30
Eligibility Changes - MA
53
0.0%
–
–
10
41
–
–
2
Health Plans - MA
170
0.1%
1
41
105
23
Pregnant Women/Newborn - MA
110
0.1%
–
–
6
95
1
–
8
Program Information - MA
2,507
1.4%
35
268
2,090
1
113
Provider Referral - MA
197
0.1%
–
–
77
107
1
–
12
Renewal App Assistance - MA
995
0.5%
49
902
12
1
31
MA Special Programs
MA Premium Assistance Programs
50
0.0%
–
–
10
40
–
–
–
MA Special Populations
29
0.0%
8
20
1
Material Requests
Bulk Mail Request
8
0.0%
–
–
3
5
–
–
–
Material Not Sent
68
0.0%
17
47
4
Material Request
2,942
1.6%
1
2
625
2,200
5
–
109
Material Sent
2,644
1.4%
1
2
541
2,011
2
87
Received in Error
2
0.0%
–
–
2
–
–
–
–
Medicare
Application Assistance - MSP
52
0.0%
24
26
2
Program Information - MSP
310
0.2%
1
–
71
231
–
–
7
Program Information - Medicare
169
0.1%
2
65
90
12
New Applicant/Eligibility
Application Process Questions
133
0.1%
–
–
24
108
1
–
–
Eligibility Questions
79
0.0%
5
72
2
Eligibility Screening
38
0.0%
–
–
4
30
–
–
4
Outbound/Lang Line
Language Line
231
0.1%
44
174
13
Outbound Calls
54
0.0%
–
–
26
17
–
–
11
Referrals and Transfers
Assistor
88
0.0%
32
49
1
6
DOH Policy Line - DME
469
0.3%
–
–
77
382
–
1
9
DOH Policy Line - Dental
121
0.1%
16
96
9
DOH Policy Line - OOS
283
0.2%
–
–
39
241
–
–
3
DOH Policy Line - Pharmacy
600
0.3%
1
59
531
9
Food Stamp
3,844
2.1%
–
1
906
2,870
–
–
67
Fraud Line/OMIG
202
0.1%
22
169
11
HRA
9,842
5.3%
–
–
1,272
8,399
6
–
165
Health Plans
6,760
3.7%
4
82
1,002
5,497
40
135
Internal Transfer
30,401
16.5%
3
205
4,351
25,225
53
2
562
LDSS
13,065
7.1%
4
2,310
10,488
3
4
256
Medicaid Choice
2,071
1.1%
–
–
315
1,716
1
–
39
Other
7,847
4.3%
1
17
1,187
6,449
1
192
Provider Search
4,912
2.7%
7
6
1,064
3,648
5
–
182
Qualified Entities
50
0.0%
6
42
2
Restricted Recipient Program
173
0.1%
–
–
22
147
–
–
4
Transportation
1,579
0.9%
251
1,281
1
46
Specialized Unit
Good Cause Exemption Request
1,277
0.7%
–
–
46
1,042
–
–
189
Good Cause Program Information
23
0.0%
3
15
5
Newborn Program Information
573
0.3%
–
–
28
515
–
–
30
Presumptive Eligibility Req
11
0.0%
7
4
TOTAL
184,105
100.0%
29
607
26,421
151,220
274
66
5,488
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 04/04/2016 01:30:00 PM
Period: 04/01/2016 to 04/31/2016
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Healthcare Proxy
5
0.0%
4
1
Child Health Plus
Billing Issue - CHP
25
0.0%
–
14
3
6
–
–
2
CHPlus to MA Conversion-Elig
28
0.0%
1
27
Covered Services - CHP
50
0.0%
–
13
6
28
–
–
3
Eligibility Changes - CHP
27
0.0%
11
1
15
Health Plans - CHP
17
0.0%
–
7
1
8
–
–
1
Program Information - CHP
147
0.1%
61
11
71
4
Renewal App Assistance - CHP
16
0.0%
–
10
–
3
–
–
3
Complaint
Complaint
2,908
1.8%
291
2,483
3
131
FPBP
App/Renewal Assistance - FPBP
21
0.0%
–
–
9
9
–
–
3
Benefit Card Questions - FPBP
2
0.0%
1
1
Covered Services - FPBP
2
0.0%
–
–
1
1
–
–
–
Program Information - FPBP
7
0.0%
1
5
1
Provider Referral - FPBP
9
0.0%
–
–
5
3
–
–
1
Fair Hearing-Agency Conf
Agency Conference
16
0.0%
15
1
Fair Hearing Assistance
26
0.0%
–
–
–
24
–
–
2
Hangup/Disconnect
Hangup/Disconnect
3,171
2.0%
7
405
2,183
2
82
492
MA Member
Benefit Card Questions - MA
535
0.3%
–
1
50
473
4
–
7
Billing Issues - MA
332
0.2%
50
273
4
2
3
Coverage Lookup - MA
69,342
43.7%
–
148
4,883
61,899
318
61
2,033
Covered Services - MA
979
0.6%
3
67
850
4
55
Eligibility Changes - MA
47
0.0%
–
–
11
35
–
–
1
Health Plans - MA
159
0.1%
2
2
38
105
6
6
Pregnant Women/Newborn - MA
212
0.1%
–
2
27
150
10
–
23
Program Information - MA
2,159
1.4%
60
218
1,730
4
147
Provider Referral - MA
197
0.1%
–
–
59
107
–
1
30
Renewal App Assistance - MA
1,903
1.2%
99
1,632
84
12
76
Unspecified
3
0.0%
–
–
–
3
–
–
–
MA Special Programs
MA Premium Assistance Programs
59
0.0%
18
40
1
MA Special Populations
23
0.0%
–
–
3
16
–
–
4
Material Requests
Bulk Mail Request
10
0.0%
4
4
2
Material Not Sent
65
0.0%
–
–
8
47
1
–
9
Material Request
2,422
1.5%
3
3
396
1,908
5
2
105
Material Sent
2,199
1.4%
2
2
348
1,773
4
2
68
Received in Error
2
0.0%
1
1
Medicare
Application Assistance - MSP
29
0.0%
–
–
8
17
–
–
4
Program Information - MSP
221
0.1%
43
169
9
Program Information - Medicare
131
0.1%
–
–
55
61
–
–
15
New Applicant/Eligibility
Application Process Questions
138
0.1%
1
36
98
1
2
Eligibility Questions
144
0.1%
–
–
4
132
1
–
7
Eligibility Screening
89
0.1%
2
84
3
Outbound/Lang Line
Language Line
89
0.1%
–
–
24
58
–
–
7
Outbound Calls
43
0.0%
13
28
2
Referrals and Transfers
Assistor
99
0.1%
1
1
42
43
–
–
12
DOH Policy Line - DME
346
0.2%
25
315
6
DOH Policy Line - Dental
70
0.0%
–
–
9
58
–
–
3
DOH Policy Line - OOS
166
0.1%
17
142
7
DOH Policy Line - Pharmacy
473
0.3%
–
1
32
430
–
–
10
Food Stamp
3,274
2.1%
712
2,496
2
2
62
Fraud Line/OMIG
143
0.1%
–
–
12
121
–
–
10
HRA
8,204
5.2%
1
670
7,334
19
1
179
Health Plans
5,782
3.6%
1
98
519
4,937
68
1
158
Internal Transfer
24,365
15.4%
2
294
2,058
21,191
155
3
662
LDSS
11,494
7.3%
2
6
1,105
10,083
4
5
289
Medicaid Choice
1,641
1.0%
1
3
119
1,482
2
2
32
Other
6,985
4.4%
–
12
736
6,032
4
2
199
Provider Search
4,301
2.7%
2
4
770
3,328
6
3
188
Qualified Entities
26
0.0%
–
–
1
21
2
–
2
Restricted Recipient Program
138
0.1%
9
125
4
Transportation
1,398
0.9%
–
–
164
1,196
1
–
37
Specialized Unit
Good Cause Exemption Request
1,061
0.7%
17
857
187
Good Cause Program Information
7
0.0%
–
–
–
6
–
–
1
Newborn Program Information
501
0.3%
8
464
29
Presumptive Eligibility Req
14
0.0%
–
–
–
13
–
–
1
TOTAL
158,497
100.0%
16
766
14,229
137,249
704
191
5,342
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 05/02/2016 01:30:00 PM
Period: 05/01/2016 to 05/31/2016
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Healthcare Proxy
10
0.0%
4
6
Child Health Plus
Billing Issue - CHP
29
0.0%
–
17
7
5
–
–
–
CHPlus to MA Conversion-Elig
17
0.0%
3
1
12
1
Covered Services - CHP
56
0.0%
–
13
1
39
–
–
3
Eligibility Changes - CHP
14
0.0%
5
2
6
1
Health Plans - CHP
14
0.0%
–
8
2
4
–
–
–
Program Information - CHP
170
0.1%
54
4
106
6
Renewal App Assistance - CHP
20
0.0%
–
12
1
5
–
–
2
Waiting Period
6
0.0%
1
1
3
1
Complaint
Complaint
2,646
1.8%
–
–
215
2,349
5
1
76
FPBP
App/Renewal Assistance - FPBP
16
0.0%
7
7
2
Covered Services - FPBP
6
0.0%
–
–
1
5
–
–
–
Program Information - FPBP
6
0.0%
2
4
Provider Referral - FPBP
1
0.0%
–
–
1
–
–
–
–
Fair Hearing-Agency Conf
Agency Conference
18
0.0%
1
17
Fair Hearing Assistance
12
0.0%
–
–
1
10
1
–
–
Hangup/Disconnect
Hangup/Disconnect
3,072
2.1%
4
6
313
2,207
3
37
502
MA Member
Benefit Card Questions - MA
628
0.4%
1
1
67
534
5
–
20
Billing Issues - MA
255
0.2%
43
186
6
1
19
Coverage Lookup - MA
65,665
44.0%
3
144
4,052
59,163
224
44
2,035
Covered Services - MA
1,062
0.7%
1
6
79
896
2
17
61
Eligibility Changes - MA
62
0.0%
–
4
12
42
–
–
4
Health Plans - MA
113
0.1%
1
33
66
1
12
Pregnant Women/Newborn - MA
255
0.2%
–
2
46
188
8
–
11
Program Information - MA
2,120
1.4%
50
227
1,722
4
117
Provider Referral - MA
252
0.2%
–
1
80
151
2
–
18
Renewal App Assistance - MA
1,555
1.0%
2
105
1,375
31
42
MA Special Programs
MA Premium Assistance Programs
86
0.1%
–
–
24
56
–
–
6
MA Special Populations
22
0.0%
2
17
3
Material Requests
Bulk Mail Request
7
0.0%
–
–
–
4
–
–
3
Material Not Sent
92
0.1%
17
69
6
Material Request
2,823
1.9%
1
4
390
2,306
5
2
115
Material Sent
2,578
1.7%
1
4
328
2,145
5
2
93
Received in Error
1
0.0%
–
–
–
1
–
–
–
Medicare
Application Assistance - MSP
35
0.0%
12
17
6
Program Information - MSP
181
0.1%
–
–
42
127
–
–
12
Program Information - Medicare
114
0.1%
50
54
1
9
New Applicant/Eligibility
Application Process Questions
223
0.1%
–
–
35
183
–
1
4
Eligibility Questions
94
0.1%
9
80
5
Eligibility Screening
74
0.0%
–
–
5
66
–
–
3
Outbound/Lang Line
Language Line
92
0.1%
11
79
2
Outbound Calls
24
0.0%
–
–
10
13
–
–
1
Referrals and Transfers
Assistor
57
0.0%
25
24
2
6
DOH Policy Line - DME
353
0.2%
–
–
26
324
–
–
3
DOH Policy Line - Dental
106
0.1%
12
84
2
8
DOH Policy Line - OOS
209
0.1%
–
–
32
174
–
–
3
DOH Policy Line - Pharmacy
392
0.3%
31
354
7
Food Stamp
3,229
2.2%
1
2
718
2,410
3
1
94
Fraud Line/OMIG
168
0.1%
23
140
5
HRA
7,296
4.9%
2
2
465
6,640
7
1
179
Health Plans
5,202
3.5%
3
82
364
4,524
79
2
148
Internal Transfer
22,272
14.9%
1
312
1,322
19,829
79
29
700
LDSS
10,685
7.2%
3
11
900
9,550
3
5
213
Medicaid Choice
1,435
1.0%
1
–
100
1,306
2
–
26
Other
6,177
4.1%
2
1
508
5,480
9
177
Provider Search
4,102
2.7%
3
7
642
3,288
3
3
156
Qualified Entities
31
0.0%
3
20
8
Restricted Recipient Program
140
0.1%
–
–
9
117
–
–
14
Transportation
1,413
0.9%
146
1,224
43
Specialized Unit
Good Cause Exemption Request
1,003
0.7%
–
–
–
832
–
–
171
Good Cause Program Information
19
0.0%
10
9
Newborn Program Information
451
0.3%
–
2
7
413
–
–
29
Presumptive Eligibility Req
22
0.0%
21
1
TOTAL
149,288
100.0%
27
757
11,576
131,083
489
149
5,207
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 06/01/2016 01:30:00 PM
Period: 06/01/2016 to 06/31/2016
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Healthcare Proxy
9
0.0%
3
5
1
Child Health Plus
Billing Issue - CHP
21
0.0%
–
10
1
4
–
–
6
CHPlus to MA Conversion-Elig
19
0.0%
1
1
16
1
Covered Services - CHP
39
0.0%
–
5
5
29
–
–
–
Eligibility Changes - CHP
15
0.0%
6
1
7
1
Health Plans - CHP
20
0.0%
–
9
4
7
–
–
–
Program Information - CHP
243
0.1%
75
12
152
4
Renewal App Assistance - CHP
12
0.0%
–
2
3
7
–
–
–
Waiting Period
1
0.0%
1
Complaint
Complaint
2,923
1.8%
–
1
349
2,449
5
–
119
FPBP
App/Renewal Assistance - FPBP
20
0.0%
5
12
3
Benefit Card Questions - FPBP
3
0.0%
–
–
–
3
–
–
–
Covered Services - FPBP
7
0.0%
7
Presumptive Eligibility -FPBP
2
0.0%
–
–
–
1
–
–
1
Program Information - FPBP
8
0.0%
3
5
Provider Referral - FPBP
2
0.0%
–
–
1
1
–
–
–
Fair Hearing-Agency Conf
Agency Conference
24
0.0%
10
12
2
Fair Hearing Assistance
12
0.0%
–
–
2
10
–
–
–
Hangup/Disconnect
Hangup/Disconnect
3,784
2.3%
3
13
569
2,674
1
524
MA Member
Benefit Card Questions - MA
709
0.4%
–
–
59
616
9
–
25
Billing Issues - MA
320
0.2%
47
252
9
12
Coverage Lookup - MA
70,919
43.7%
–
163
7,056
61,875
207
27
1,591
Covered Services - MA
1,312
0.8%
5
122
1,109
15
61
Eligibility Changes - MA
68
0.0%
–
–
7
57
–
–
4
Health Plans - MA
210
0.1%
1
54
119
1
2
33
Pregnant Women/Newborn - MA
283
0.2%
–
1
34
228
10
–
10
Program Information - MA
2,451
1.5%
13
447
1,872
119
Provider Referral - MA
262
0.2%
–
1
113
134
–
–
14
Renewal App Assistance - MA
1,400
0.9%
1
83
1,237
40
1
38
MA Special Programs
MA Premium Assistance Programs
90
0.1%
–
–
18
66
2
–
4
MA Special Populations
31
0.0%
5
25
1
Material Requests
Bulk Mail Request
15
0.0%
–
–
3
9
–
–
3
Material Not Sent
77
0.0%
1
22
49
1
4
Material Request
3,258
2.0%
1
6
541
2,604
4
3
99
Material Sent
2,977
1.8%
3
462
2,427
4
1
80
Received in Error
1
0.0%
–
–
–
1
–
–
–
Medicare
Application Assistance - MSP
61
0.0%
22
38
1
Program Information - MSP
235
0.1%
–
–
53
171
–
–
11
Program Information - Medicare
124
0.1%
1
48
70
5
New Applicant/Eligibility
Application Process Questions
309
0.2%
–
3
33
269
–
–
4
Eligibility Questions
82
0.1%
3
16
62
1
Eligibility Screening
128
0.1%
–
2
3
123
–
–
–
Outbound/Lang Line
Language Line
82
0.1%
14
65
3
Outbound Calls
36
0.0%
–
–
1
31
–
–
4
Referrals and Transfers
Assistor
60
0.0%
20
29
1
10
DOH Policy Line - DME
394
0.2%
1
–
36
345
–
–
12
DOH Policy Line - Dental
83
0.1%
12
68
3
DOH Policy Line - OOS
217
0.1%
–
–
27
184
–
–
6
DOH Policy Line - Pharmacy
372
0.2%
19
347
6
Food Stamp
3,522
2.2%
–
1
949
2,515
1
1
55
Fraud Line/OMIG
169
0.1%
13
152
4
HRA
8,225
5.1%
–
7
821
7,280
11
–
106
Health Plans
5,416
3.3%
1
75
556
4,634
52
98
Internal Transfer
24,673
15.2%
4
263
1,967
21,797
98
51
493
LDSS
10,995
6.8%
11
1,366
9,455
5
10
148
Medicaid Choice
1,326
0.8%
–
5
172
1,127
1
3
18
Other
6,583
4.1%
12
887
5,549
4
131
Provider Search
4,389
2.7%
2
1
852
3,373
3
3
155
Qualified Entities
20
0.0%
8
10
2
Restricted Recipient Program
124
0.1%
–
–
9
106
–
–
9
Transportation
1,560
1.0%
1
2
212
1,299
1
1
44
Specialized Unit
Good Cause Exemption Request
1,129
0.7%
–
–
53
996
–
–
80
Good Cause Program Information
73
0.0%
4
56
13
Newborn Program Information
480
0.3%
–
1
32
432
–
–
15
Presumptive Eligibility Req
48
0.0%
10
37
1
TOTAL
162,462
100.0%
14
703
18,257
138,701
467
121
4,199
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 07/06/2016 01:30:00 PM
Period: 07/01/2016 to 07/31/2016
Call Type
Call Sub-Type
Activity
Count
Percent
of Total
Activities
Program Type Breakdown
APTC
CHPlus
Combo
Medicaid/
FHP
QHP
SHOP
Unspec
Authentication
Healthcare Proxy
13
0.0%
6
6
1
Child Health Plus
Billing Issue - CHP
32
0.0%
–
15
–
15
–
–
2
CHPlus to MA Conversion-Elig
17
0.0%
4
1
12
Covered Services - CHP
30
0.0%
–
2
1
25
–
–
2
Eligibility Changes - CHP
16
0.0%
5
3
7
1
Health Plans - CHP
18
0.0%
–
8
3
7
–
–
–
Program Information - CHP
272
0.2%
123
6
138
5
Renewal App Assistance - CHP
14
0.0%
–
7
–
5
–
–
2
Waiting Period
1
0.0%
1
Complaint
Complaint
2,612
1.8%
–
1
240
2,250
8
–
113
FPBP
App/Renewal Assistance - FPBP
27
0.0%
1
16
10
Benefit Card Questions - FPBP
1
0.0%
–
–
–
1
–
–
–
Covered Services - FPBP
4
0.0%
4
Program Information - FPBP
8
0.0%
–
–
2
6
–
–
–
Fair Hearing-Agency Conf
Agency Conference
14
0.0%
3
10
1
Fair Hearing Assistance
10
0.0%
–
–
1
9
–
–
–
Hangup/Disconnect
Hangup/Disconnect
3,538
2.4%
7
7
579
2,482
1
462
MA Member
Benefit Card Questions - MA
623
0.4%
–
2
36
552
9
–
24
Billing Issues - MA
322
0.2%
1
28
275
6
12
Coverage Lookup - MA
64,271
43.2%
9
151
5,191
56,929
129
31
1,831
Covered Services - MA
1,187
0.8%
1
5
90
1,016
5
70
Eligibility Changes - MA
56
0.0%
–
1
12
39
–
1
3
Health Plans - MA
146
0.1%
2
38
92
14
Pregnant Women/Newborn - MA
325
0.2%
–
1
26
289
2
–
7
Program Information - MA
2,469
1.7%
2
33
430
1,887
1
116
Provider Referral - MA
237
0.2%
–
–
84
141
–
–
12
Renewal App Assistance - MA
1,191
0.8%
3
46
1,097
9
1
35
MA Special Programs
MA Premium Assistance Programs
67
0.0%
–
–
10
57
–
–
–
MA Special Populations
18
0.0%
1
15
2
Material Requests
Bulk Mail Request
10
0.0%
–
–
3
6
–
–
1
Material Not Sent
73
0.0%
17
53
3
Material Request
3,081
2.1%
4
7
541
2,424
2
–
103
Material Sent
2,831
1.9%
3
7
471
2,271
1
78
Medicare
Application Assistance - MSP
65
0.0%
–
–
19
41
–
–
5
Program Information - MSP
283
0.2%
48
223
1
11
Program Information - Medicare
182
0.1%
–
–
74
101
–
–
7
New Applicant/Eligibility
Application Process Questions
223
0.1%
2
18
200
1
2
Eligibility Questions
50
0.0%
–
1
10
36
–
1
2
Eligibility Screening
111
0.1%
1
1
96
13
Outbound/Lang Line
Language Line
103
0.1%
–
–
24
68
–
–
11
Outbound Calls
31
0.0%
2
2
20
7
Referrals and Transfers
Assistor
71
0.0%
–
–
8
54
1
–
8
DOH Policy Line - DME
447
0.3%
45
395
7
DOH Policy Line - Dental
77
0.1%
–
–
7
60
–
–
10
DOH Policy Line - OOS
172
0.1%
16
154
2
DOH Policy Line - Pharmacy
359
0.2%
–
–
24
323
–
–
12
Food Stamp
3,326
2.2%
844
2,401
2
1
78
Fraud Line/OMIG
133
0.1%
–
1
18
112
–
–
2
HRA
7,634
5.1%
5
578
6,910
5
3
133
Health Plans
5,083
3.4%
1
81
434
4,372
58
–
137
Internal Transfer
23,010
15.5%
5
346
1,192
20,789
39
30
609
LDSS
10,142
6.8%
1
9
1,032
8,914
1
4
181
Medicaid Choice
1,216
0.8%
91
1,097
1
27
Other
5,936
4.0%
–
4
665
5,090
1
–
176
Provider Search
3,572
2.4%
3
7
602
2,809
2
149
Qualified Entities
26
0.0%
–
–
4
19
–
–
3
Restricted Recipient Program
105
0.1%
16
81
8
Transportation
1,351
0.9%
–
1
166
1,146
–
–
38
Specialized Unit
Good Cause Exemption Request
919
0.6%
102
785
32
Good Cause Program Information
8
0.0%
–
–
–
8
–
–
–
Newborn Program Information
491
0.3%
28
448
15
Presumptive Eligibility Req
8
0.0%
–
–
–
1
–
–
7
TOTAL
148,668
100.0%
36
846
13,938
128,889
280
77
4,602
Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 08/02/2016 01:30:00 PM
Period: 10/01/20/13 to 10/31/2013
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown CHPlus Combo Medicaid/
FHPAppeal Informal Dispute Resolution 8 0.0% 8 – – Register an Appeal 3 0.0% 3 Application Processing Account Creation Assistance 6 0.0% 4 2 – Missing Data 2 0.0% 1 1 Phone Application - New Ind 6 0.0% 1 4 1 Phone Application-Existing Ind 10 0.0% 4 5 1 Renewal 101 0.1% – 2 99 Transition to NYHBE-New 1 0.0% 1 Authentication - NYHBE Authentication - NYHBE 1 0.0% 1 – – Authorized Rep - NYHBE 2 0.0% 1 1 Authentication - SWCC Authentication - SWCC 2,618 2.0% 132 76 2,410 Authorized Rep - SWCC 205 0.2% 5 5 195 Healthcare Proxy - SWCC 15 0.0% 5 1 9 Child Health Plus Billing Issue - CHP 85 0.1% 82 2 1 CHPlus to MA Conversion-Elig 25 0.0% 10 10 5 Coverage Lookup - CHP 98 0.1% 58 7 33 Covered Services - CHP 66 0.1% 38 6 22 Eligibility Changes - CHP 42 0.0% 24 3 15 Excepted Coverage 6 0.0% 2 3 1 Health Plan Complaint 18 0.0% 16 1 1 Health Plans - CHP 596 0.5% 422 41 133 Premium Contribution Assist 62 0.0% 44 8 10 Presumptive Eligibility - CHP 9 0.0% 7 – 2 Program Information - CHP 2,546 2.0% 1,748 313 485 Renewal App Assistance - CHP 30 0.0% 15 – 15 TPHI Inquiry - CHP 1 0.0% 1 Waiting Period 8 0.0% 6 – 2 Complaint - SWCC Complaint - SWCC 295 0.2% 24 10 261 Complaints - NYHBE Complaint - NYHBE 1 0.0% – – 1 Coverage Lookup - NYHBE Application Status 1 0.0% 1 Coverage Verification - NYHBE 3 0.0% – 1 2 Payment Status 1 0.0% 1 FHP Member Benefit Card Questions - FHP 10 0.0% 3 – 7 Coverage Lookup - FHP 74 0.1% 3 5 66 Covered Services - FHP 19 0.0% 7 – 12 Eligibility Changes - FHP 6 0.0% 3 3 Health Plans - FHP 7 0.0% 2 – 5 Pregnant Women/Newborn - FHP 2 0.0% 2 Program Information - FHP 43 0.0% 2 6 35 Provider Referral - FHP 3 0.0% 3 Renewal App Assistance - FHP 12 0.0% 4 1 7 TPHI Inquiry - FHP 1 0.0% 1 FPBP Application Assistance - FPBP 11 0.0% 4 1 6 Benefit Card Questions - FPBP 1,028 0.8% 7 16 1,005 Covered Services - FPBP 34 0.0% 1 3 30 Presumptive Eligibility -FPBP 10 0.0% 2 8 Program Information - FPBP 154 0.1% 4 7 143 Provider Referral - FPBP 609 0.5% 5 5 599 Renewal App Assistance - FPBP 15 0.0% 2 – 13 Fair Hearing-Agency Conf Agency Conference 49 0.0% 5 1 43 Fair Hearing Assistance 81 0.1% 7 2 72 General Information Application Assistance-NYHBE 12 0.0% 4 1 7 Benefit Card Questions - NYHBE 1 0.0% 1 – – Eligibility Screening - NYHBE 4 0.0% 4 General Eligibility Info-NYHBE 61 0.0% 8 20 33 Health Plans - NYHBE 8 0.0% 2 1 5 Hangup/Disconnect-SWCC Hangup/Disconnect-SWCC 575 0.4% 32 46 497 Health Plan Enrollment Enrollment - Shopping 4 0.0% 1 3 MA Member Benefit Card Questions - MA 1,333 1.0% 10 77 1,246 Billing Issues - MA 264 0.2% 3 14 247 Coverage Lookup - MA 29,032 22.4% 253 655 28,124 Covered Services - MA 2,936 2.3% 32 92 2,812 Eligibility Changes - MA 178 0.1% 6 28 144 Health Plans - MA 500 0.4% 15 33 452 Pregnant Women/Newborn - MA 257 0.2% 6 14 237 Program Information - MA 5,581 4.3% 53 201 5,327 Provider Referral - MA 446 0.3% – 5 441 Renewal App Assistance - MA 6,868 5.3% 31 45 6,792 Spenddown - MA 124 0.1% – 3 121 TPHI Inquiry - MA 522 0.4% 3 3 516 MA Special Programs Employer Buy-In 2 0.0% 1 – 1 FHP Premium Assistance 4 0.0% 1 3 MA Premium Assistance Programs 36 0.0% 1 7 28 MA Special Populations 49 0.0% 3 3 43 Material Requests - SWCC Bulk Mail Request - SWCC 12 0.0% 5 – 7 Material Request - SWCC 3,475 2.7% 261 160 3,054 Material Requests-NYHBE Material Request - NYHBE 11 0.0% 2 4 5 Request Paper Application 3 0.0% 1 2 Medicare Application Assistance - MSP 52 0.0% 10 9 33 Program Information - MSP 283 0.2% 5 31 247 Program Information - Medicare 9,554 7.4% 124 263 9,167 New Applicant/Eligibility Application Assistance - New 792 0.6% 108 48 636 Documentation Requirements 444 0.3% 91 25 328 Eligibility Questions 448 0.3% 18 35 395 Eligibility Screening - SWCC 600 0.5% 77 78 445 Presumptive Eligibility-SWCC 67 0.1% 3 64 Online Assistance CoBrowsing 1 0.0% – – 1 Help Desk 1 0.0% 1 Outbound/Lang Line-SWCC Language Line - SWCC 282 0.2% 2 8 272 Outbound Calls - SWCC 6 0.0% 1 5 Referrals & Transfers - NYHBE Health Plans - NYHBE 1 0.0% – – 1 Internal Transfer - NYHBE 4 0.0% 4 LDSS - NYHBE 1 0.0% – – 1 Other Programs/Referrals 882 0.7% 1 21 860 Referrals and Transfers- SWCC Assistor 128 0.1% 43 15 70 DOH Policy Line - DME 144 0.1% 3 141 DOH Policy Line - Dental 202 0.2% 2 3 197 DOH Policy Line - OOS 36 0.0% 2 34 DOH Policy Line - Pharmacy 621 0.5% 3 7 611 Food Stamp - SWCC 1,601 1.2% 6 82 1,513 Fraud Line/OMIG - SWCC 113 0.1% 1 5 107 HRA - SWCC 7,299 5.6% 44 98 7,157 Health Plans - SWCC 5,845 4.5% 857 141 4,847 Internal Transfer - SWCC 4,249 3.3% 38 50 4,161 LDSS - SWCC 18,157 14.0% 121 256 17,780 Medicaid Choice 2,758 2.1% 14 18 2,726 Other 8,098 6.3% 319 256 7,523 Qualified Entities 1,866 1.4% 43 55 1,768 Restricted Recipient Program 30 0.0% – – 30 Transportation 801 0.6% 5 9 787 SHOP Employer Employer Demographic Changes 1 0.0% 1 – – Specialized Unit Good Cause Exemption Request 546 0.4% 2 544 Good Cause Program Information 101 0.1% – – 101 Newborn Program Information 1,979 1.5% 16 23 1,940 Presumptive Eligibility Req 43 0.0% 2 1 40 TOTAL 129,373 100.0% 5,419 3,500 120,454 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 11/13/2013 9:14 PMPeriod: 11/01/2013 to 11/31/2013
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Authentication 3,995 3.5% 1 85 56 3,642 211 Authorized Rep 100 0.1% – – 2 92 2 – 4 Healthcare Proxy 12 0.0% 11 1 Child Health Plus Billing Issue - CHP 115 0.1% – 96 1 8 – – 10 CHPlus to MA Conversion-Elig 27 0.0% 2 1 17 7 Coverage Lookup - CHP 64 0.1% – 31 6 11 – – 16 Covered Services - CHP 70 0.1% 2 23 5 24 16 Eligibility Changes - CHP 86 0.1% 2 17 5 35 – – 27 Excepted Coverage 28 0.0% 5 1 4 18 Health Plan Complaint 33 0.0% – 22 – 7 – – 4 Health Plans - CHP 617 0.5% 297 30 166 124 Premium Contribution Assist 80 0.1% – 51 7 14 2 – 6 Presumptive Eligibility - CHP 16 0.0% 8 2 1 5 Program Information - CHP 2,110 1.8% – 1,367 194 289 – – 260 Renewal App Assistance - CHP 35 0.0% 18 1 10 6 TPHI Inquiry - CHP 5 0.0% – 3 1 – – – 1 Waiting Period 32 0.0% 24 2 4 2 Complaint Complaint 742 0.6% – 47 13 432 2 2 246 FHP Member Benefit Card Questions - FHP 15 0.0% 1 12 2 Billing Issues - FHP 2 0.0% – – – 2 – – – Coverage Lookup - FHP 97 0.1% 1 3 77 2 14 Covered Services - FHP 10 0.0% – – – 8 – – 2 Eligibility Changes - FHP 4 0.0% 3 1 Health Plans - FHP 17 0.0% – – – 15 – – 2 Pregnant Women/Newborn - FHP 4 0.0% 2 2 Program Information - FHP 51 0.0% – 2 8 34 – – 7 Provider Referral - FHP 1 0.0% 1 Renewal App Assistance - FHP 10 0.0% – 1 – 6 – – 3 TPHI Inquiry - FHP 4 0.0% 4 FPBP Application Assistance - FPBP 3 0.0% – – – 3 – – – Benefit Card Questions - FPBP 15 0.0% 11 4 Covered Services - FPBP 18 0.0% – – 1 13 1 – 3 Program Information - FPBP 28 0.0% 1 22 5 Provider Referral - FPBP 1 0.0% – – – – – – 1 Renewal App Assistance - FPBP 5 0.0% 3 2 Fair Hearing-Agency Conf Agency Conference 40 0.0% – – – 21 – – 19 Fair Hearing Assistance 54 0.0% 1 1 31 21 Hangup/Disconnect Hangup/Disconnect 2,576 2.2% – 36 83 928 – – 1,529 MA Member Benefit Card Questions - MA 2,320 2.0% 8 70 1,886 356 Billing Issues - MA 548 0.5% – 1 20 447 – – 80 Coverage Lookup - MA 35,982 31.4% 2 154 830 27,743 10 7,243 Covered Services - MA 1,375 1.2% – 4 54 1,108 – – 209 Eligibility Changes - MA 807 0.7% 13 30 595 169 Health Plans - MA 540 0.5% – 4 20 401 – – 115 Pregnant Women/Newborn - MA 540 0.5% 1 7 308 224 Program Information - MA 5,642 4.9% – 38 210 4,470 3 – 921 Provider Referral - MA 673 0.6% 13 493 167 Renewal App Assistance - MA 3,204 2.8% 2 5 24 2,228 – – 945 Spenddown - MA 197 0.2% 1 175 21 TPHI Inquiry - MA 282 0.2% – – 3 236 2 – 41 MA Special Programs Employer Buy-In 3 0.0% 2 1 FHP Premium Assistance 6 0.0% – 1 – 5 – – – MA Premium Assistance Programs 21 0.0% 1 2 12 6 MA Special Populations 55 0.0% – 1 2 34 – – 18 Material Requests Bulk Mail Request 12 0.0% 7 5 Material Request 3,343 2.9% – 93 120 2,494 2 3 631 Medicare Application Assistance - MSP 24 0.0% 20 4 Program Information - MSP 499 0.4% – 4 34 397 – – 64 Program Information - Medicare 336 0.3% 2 25 227 82 New Applicant/Eligibility Application Assistance - New 426 0.4% – 41 15 314 – – 56 Documentation Requirements 206 0.2% 31 8 157 10 Eligibility Questions 739 0.6% – 23 55 533 – – 128 Eligibility Screening 312 0.3% 57 39 164 52 Presumptive Eligibility 16 0.0% – – 1 15 – – – Outbound/Lang Line Language Line 410 0.4% 14 15 311 70 Outbound Calls 13 0.0% – – – 7 – – 6 Referrals and Transfers Assistor 240 0.2% 90 14 91 45 DOH Policy Line - DME 293 0.3% – – 9 227 – – 57 DOH Policy Line - Dental 196 0.2% 2 157 37 DOH Policy Line - OOS 45 0.0% – – 1 40 – – 4 DOH Policy Line - Pharmacy 383 0.3% 6 299 78 Food Stamp 2,949 2.6% – 12 160 2,182 – – 595 Fraud Line/OMIG 82 0.1% 2 65 15 HRA 14,432 12.6% – 34 276 11,602 – – 2,520 Health Plans 4,400 3.8% 2 486 91 3,167 3 651 Internal Transfer 7,299 6.4% 1 87 117 5,712 – – 1,382 LDSS 6,973 6.1% 1 31 166 5,653 1,122 Medicaid Choice 2,397 2.1% – 6 41 1,921 – – 429 Other 2,957 2.6% 50 65 2,249 593 Qualified Entities 73 0.1% – 1 8 45 – – 19 Restricted Recipient Program 74 0.1% 56 18 Transportation 844 0.7% – 1 12 670 – – 161 Specialized Unit Good Cause Exemption Request 9 0.0% 3 4 2 Good Cause Program Information 205 0.2% – – 5 177 – – 23 Newborn Program Information 1,019 0.9% 13 844 162 Presumptive Eligibility Req 75 0.1% – – 1 60 – – 14 TOTAL 114,598 100.0% 13 3,431 3,015 85,973 29 5 22,132 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-208b
Time run: 12/3/2013 7:19 PMPeriod: 12/01/2013 to 12/31/2013
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Authentication 4,646 3.9% 3 128 189 4,068 3 255 Authorized Rep 65 0.1% – 1 3 51 – – 10 Healthcare Proxy 1 0.0% 1 Child Health Plus Billing Issue - CHP 36 0.0% – 21 1 8 – – 6 CHPlus to MA Conversion-Elig 9 0.0% 4 5 Coverage Lookup - CHP 87 0.1% – 29 10 32 – 1 15 Covered Services - CHP 46 0.0% 26 3 8 9 Eligibility Changes - CHP 49 0.0% – 11 3 13 – – 22 Excepted Coverage 27 0.0% 2 1 1 23 Health Plan Complaint 10 0.0% – 6 1 – – – 3 Health Plans - CHP 324 0.3% 113 16 90 105 Premium Contribution Assist 47 0.0% – 22 – 21 – – 4 Presumptive Eligibility - CHP 12 0.0% 2 1 4 5 Program Information - CHP 1,434 1.2% – 768 115 362 – – 189 Renewal App Assistance - CHP 29 0.0% 17 3 5 4 TPHI Inquiry - CHP 9 0.0% – 6 2 1 – – – Waiting Period 36 0.0% 15 5 15 1 Complaint Complaint 708 0.6% – 32 28 430 2 – 216 FHP Member Benefit Card Questions - FHP 19 0.0% 17 2 Billing Issues - FHP 3 0.0% – – – 2 – – 1 Coverage Lookup - FHP 121 0.1% 3 107 11 Covered Services - FHP 7 0.0% – – – 6 – – 1 Eligibility Changes - FHP 5 0.0% 2 3 Health Plans - FHP 10 0.0% – – 1 8 – – 1 Program Information - FHP 41 0.0% 2 9 26 4 Provider Referral - FHP 1 0.0% – – – 1 – – – Renewal App Assistance - FHP 10 0.0% 7 3 FPBP Application Assistance - FPBP 2 0.0% – – – 1 – – 1 Benefit Card Questions - FPBP 8 0.0% 6 2 Covered Services - FPBP 20 0.0% – – – 19 – – 1 Program Information - FPBP 23 0.0% 1 20 2 Renewal App Assistance - FPBP 1 0.0% – – – 1 – – – Fair Hearing- Agency Conference 15 0.0% 1 7 7 Fair Hearing Assistance 26 0.0% – – 1 12 – – 13 Hangup/Disconn Hangup/Disconnect 5,269 4.5% 18 163 2,085 3,003 MA Member Benefit Card Questions - MA 2,869 2.4% 11 14 136 1,999 1 1 707 Billing Issues - MA 660 0.6% 3 38 457 162 Coverage Lookup - MA 36,160 30.6% 6 148 1,006 26,177 14 5 8,804 Covered Services - MA 1,141 1.0% 3 75 904 1 158 Eligibility Changes - MA 689 0.6% – 5 139 272 2 – 271 Health Plans - MA 526 0.4% 7 15 386 1 1 116 Pregnant Women/Newborn - MA 428 0.4% – 1 10 270 – – 147 Program Information - MA 5,412 4.6% 25 238 4,364 5 1 779 Provider Referral - MA 604 0.5% – – 18 454 – – 132 Renewal App Assistance - MA 2,620 2.2% 8 44 1,918 650 Spenddown - MA 214 0.2% – – 9 177 – – 28 TPHI Inquiry - MA 270 0.2% 3 233 34 MA Special Employer Buy-In 2 0.0% – – – 2 – – – FHP Premium Assistance 3 0.0% 2 1 MA Premium Assistance Programs 11 0.0% – – – 11 – – – MA Special Populations 40 0.0% 3 32 5 Material Bulk Mail Request 11 0.0% – – 3 2 – – 6 Material Request 2,400 2.0% 3 14 189 1,699 1 494 Medicare Application Assistance - MSP 35 0.0% – – 7 18 – – 10 Program Information - MSP 457 0.4% 5 43 340 1 68 Program Information - Medicare 197 0.2% – 1 23 132 – – 41 New Application Assistance - New 212 0.2% 13 11 148 40 Documentation Requirements 141 0.1% – 11 8 106 – – 16 Eligibility Questions 687 0.6% 20 47 539 1 80 Eligibility Screening 157 0.1% 1 17 20 92 – – 27 Presumptive Eligibility 10 0.0% 2 7 1 Outbound/Lang Language Line 722 0.6% – 11 34 536 – – 141 Outbound Calls 20 0.0% 1 2 14 3 Referrals and Assistor 401 0.3% 1 35 22 201 – – 142 DOH Policy Line - DME 269 0.2% 4 207 58 DOH Policy Line - Dental 147 0.1% – – 1 104 – – 42 DOH Policy Line - OOS 71 0.1% 1 1 55 14 DOH Policy Line - Pharmacy 453 0.4% – 1 13 341 – – 98 Food Stamp 2,495 2.1% 1 6 287 1,675 526 Fraud Line/OMIG 73 0.1% – – 4 55 – – 14 HRA 13,671 11.6% 23 313 10,689 1 2,645 Health Plans 4,950 4.2% 1 285 129 3,411 – – 1,124 Internal Transfer 9,355 7.9% 159 285 7,134 1,777 LDSS 8,569 7.3% 3 21 258 6,588 – – 1,699 Medicaid Choice 2,184 1.8% 1 2 54 1,652 475 Other 3,339 2.8% 2 28 121 2,343 – – 845 Qualified Entities 112 0.1% 2 4 72 34 Restricted Recipient Program 76 0.1% – – 1 51 – – 24 Transportation 834 0.7% 3 38 595 198 Specialized Unit Good Cause Exemption Request 344 0.3% – – 3 311 – – 30 Good Cause Program Information 101 0.1% 1 88 12 Newborn Program Information 777 0.7% – 1 1 619 – – 156 Presumptive Eligibility Req 86 0.1% 1 72 13 TOTAL 118,161 100.0% 33 2,095 4,222 84,995 32 10 26,774 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-208b
Time run: 1/3/2014 12:42 PM
Period: 01/01/2014 to 01/31/2014
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Authentication 5,743 4.7% 1 97 324 4,791 530 Authorized Rep 68 0.1% 1 – 5 59 – – 3 Healthcare Proxy 3 0.0% 1 2 Child Health Plus Billing Issue - CHP 38 0.0% 1 10 1 2 – – 24 CHPlus to MA Conversion-Elig 17 0.0% 1 3 1 4 8 Coverage Lookup - CHP 55 0.0% 1 4 4 25 – – 21 Covered Services - CHP 25 0.0% 1 8 3 9 4 Eligibility Changes - CHP 28 0.0% 1 5 6 10 – – 6 Excepted Coverage 4 0.0% 1 3 Health Plan Complaint 8 0.0% 1 3 – 3 – – 1 Health Plans - CHP 147 0.1% 1 44 9 43 50 Premium Contribution Assist 22 0.0% 1 9 3 5 – – 4 Presumptive Eligibility - CHP 12 0.0% 1 2 1 7 1 Program Information - CHP 690 0.6% 1 304 72 172 – – 141 Renewal App Assistance - CHP 16 0.0% 1 5 2 7 1 TPHI Inquiry - CHP 4 0.0% 1 3 – – – – – Waiting Period 19 0.0% 1 13 2 2 1 Complaint Complaint 841 0.7% 2 13 43 620 1 – 162 FHP Member Benefit Card Questions - FHP 10 0.0% 1 9 Billing Issues - FHP 2 0.0% 2 – – – – – – Coverage Lookup - FHP 100 0.1% 1 5 86 8 Covered Services - FHP 5 0.0% 1 – – 3 – – 1 Eligibility Changes - FHP 1 0.0% 1 Health Plans - FHP 5 0.0% 1 – – 2 1 – 1 Pregnant Women/Newborn - FHP 1 0.0% 1 Program Information - FHP 39 0.0% 2 1 1 32 – – 3 Provider Referral - FHP 1 0.0% 1 FPBP Renewal App Assistance - FHP 10 0.0% 1 – 1 7 – – 1 TPHI Inquiry - FHP 1 0.0% 1 Application Assistance - FPBP 5 0.0% 1 – – 1 – – 3 Benefit Card Questions - FPBP 21 0.0% 2 17 2 Covered Services - FPBP 14 0.0% 1 – 2 8 – – 3 Presumptive Eligibility - FPBP 2 0.0% 1 1 Program Information - FPBP 31 0.0% 1 – 1 25 – – 4 Provider Referral - FPBP 1 0.0% 1 0 0 Fair Hearing - Hangup/Disconn MA Member Provider Support - FPBP 2 0.0% 1 – – 1 – – 0 Renewal App Assistance - FPBP 3 0.0% 1 1 1 0 Agency Conference 26 0.0% 1 – 0 9 – – 16 Fair Hearing Assistance 19 0.0% 1 5 6 7 Hangup/Disconnect 2,739 2.2% 1 10 125 890 – – 1713 Benefit Card Questions - MA 2,867 2.3% 1 4 144 2,110 7 601 Billing Issues - MA 506 0.4% 1 1 56 309 – – 139 Coverage Lookup - MA 41,438 33.7% 15 96 2350 28,355 15 26 10581 Covered Services - MA 1,094 0.9% – 1 68 859 2 – 164 Eligibility Changes - MA 1,424 1.2% 1 981 204 1 237 Health Plans - MA 578 0.5% 1 – 24 444 2 – 107 Pregnant Women/Newborn - MA 358 0.3% 1 17 250 90 Program Information - MA 4,847 3.9% 1 28 281 3,689 3 – 845 Provider Referral - MA 665 0.5% 1 2 15 491 2 154 Renewal App Assistance - MA 2,673 2.2% 1 6 43 1,984 1 – 638 Spenddown - MA 201 0.2% 1 3 158 39 MA Special TPHI Inquiry - MA 302 0.2% 1 1 7 259 – – 34 Employer Buy-In 1 0.0% 1 0 FHP Premium Assistance 4 0.0% 1 – – 3 – – – MA Premium Assistance Programs 12 0.0% 1 1 9 1 MA Special Populations 62 0.1% 1 – 2 53 – – 6 Material Medicare Bulk Mail Request 14 0.0% 1 2 3 8 Material Request 1,999 1.6% 3 14 213 1291 – – 478 Application Assistance - MSP 21 0.0% 1 1 12 7 Program Information - MSP 404 0.3% 1 – 39 309 – – 55 Program Information - Medicare 161 0.1% 1 13 97 50 New Application Assistance - New 256 0.2% 2 6 17 177 1 – 53 Documentation Requirements 62 0.1% 1 4 8 43 6 Outbound/Lang Referrals and Eligibility Questions 488 0.4% 1 20 53 357 1 – 56 Eligibility Screening 82 0.1% 1 7 11 57 6 Presumptive Eligibility 18 0.0% 1 1 5 6 – – 5 Language Line 984 0.8% 1 9 41 844 1 88 Outbound Calls 35 0.0% 1 – 1 27 – – 6 Assistor 397 0.3% 1 22 32 210 132 DOH Policy Line - DME 342 0.3% 1 3 22 224 – – 92 DOH Policy Line - Dental 244 0.2% 1 11 167 65 DOH Policy Line - OOS 136 0.1% 1 – 7 106 – – 22 DOH Policy Line - Pharmacy 641 0.5% 1 2 69 401 1 167 Food Stamp 2,073 1.7% 1 9 329 1,290 – – 444 Fraud Line/OMIG 67 0.1% 1 55 11 HRA 13,010 10.6% 2 31 885 9,453 – – 2639 Health Plans 4,711 3.8% 1 151 211 3193 1155 Internal Transfer 11,146 9.1% 1 111 999 7752 – – 2283 LDSS 9,731 7.9% 1 57 816 6812 1 2044 Specialized Unit Medicaid Choice 2,259 1.8% 1 5 118 1684 – 1 450 Other 3,123 2.5% 2 13 180 2090 838 Qualified Entities 100 0.1% 1 – 9 61 2 – 27 Restricted Recipient Program 91 0.1% 1 1 2 64 23 Transportation 979 0.8% 1 – 83 676 – – 219 Good Cause Exemption Request 88 0.1% 1 1 66 20 Good Cause Program Information 308 0.3% 2 – 1 225 – – 80 Newborn Program Information 856 0.7% 1 3 8 681 163 Presumptive Eligibility Req 158 0.1% 1 – – 132 – – 25 TOTAL 122,794 100.0% 111 1,143 8,795 84,601 42 27 28,075 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 2/5/2014 12:42 PMPeriod: 02/01/2014 to 02/31/2014
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Authentication 4,723 4.4% 1 17 107 3,980 4 614 Authorized Rep 43 0.0% – 1 1 36 1 – 4 Healthcare Proxy 6 0.0% 1 5 Child Health Plus Billing Issue - CHP 14 0.0% – 4 – 5 – – 5 CHPlus to MA Conversion-Elig 5 0.0% 1 2 2 Coverage Lookup - CHP 23 0.0% – 6 3 9 – – 5 Covered Services - CHP 8 0.0% 4 3 1 Eligibility Changes - CHP 20 0.0% – 2 – 11 – – 7 Excepted Coverage 5 0.0% 1 4 Health Plan Complaint 1 0.0% – – – 1 – – – Health Plans - CHP 61 0.1% 12 5 30 14 Premium Contribution Assist 12 0.0% – 2 – 3 – – 7 Presumptive Eligibility - CHP 3 0.0% 1 1 1 Program Information - CHP 357 0.3% – 113 19 161 – – 64 Renewal App Assistance - CHP 13 0.0% 5 1 6 1 Waiting Period 6 0.0% – 3 1 2 – – – Complaint Complaint 875 0.8% 1 56 33 576 1 208 FHP Member Benefit Card Questions - FHP 13 0.0% – – – 5 – – 8 Billing Issues - FHP 2 0.0% 1 1 Coverage Lookup - FHP 49 0.0% – – 2 43 – – 4 Health Plans - FHP 5 0.0% 1 4 Pregnant Women/Newborn - FHP 2 0.0% – – – 1 – – 1 Program Information - FHP 18 0.0% 4 13 1 Provider Referral - FHP 1 0.0% – – – 1 – – – Renewal App Assistance - FHP 8 0.0% 2 2 4 FPBP Application Assistance - FPBP 4 0.0% – – – 1 – – 3 Benefit Card Questions - FPBP 12 0.0% 6 6 Covered Services - FPBP 14 0.0% – – 1 7 – – 6 Program Information - FPBP 22 0.0% 20 2 Provider Support - FPBP 1 0.0% – – – – – – 1 Renewal App Assistance - FPBP 3 0.0% 1 2 Fair Hearing-Agency Conf Agency Conference 7 0.0% – – – 5 – – 2 Fair Hearing Assistance 16 0.0% 7 9 Hangup/Disconnect Hangup/Disconnect 2,266 2.1% – 9 65 642 – – 1550 MA Member Benefit Card Questions - MA 1,915 1.8% 1 5 91 1,144 3 671 Billing Issues - MA 292 0.3% – – 62 165 – – 65 Coverage Lookup - MA 39,836 36.7% 9 466 2,013 27,023 10 2 10,313 Covered Services - MA 988 0.9% – 8 70 706 – – 204 Eligibility Changes - MA 1,591 1.5% 4 1,367 59 161 Health Plans - MA 497 0.5% 1 9 6 394 – – 87 Pregnant Women/Newborn - MA 342 0.3% 3 25 232 82 Program Information - MA 4,193 3.9% – 17 249 2,837 – – 1090 Provider Referral - MA 594 0.5% 4 34 443 113 Renewal App Assistance - MA 2,275 2.1% – 8 228 1,435 – – 604 Spenddown - MA 165 0.2% 4 138 23 TPHI Inquiry - MA 256 0.2% – – 7 216 – – 33 Unspecified 2 0.0% 0 2 MA Special Programs Employer Buy-In 4 0.0% – – – 4 – – – FHP Premium Assistance 3 0.0% 1 1 1 MA Premium Assistance Programs 10 0.0% – – 4 4 – – 2 MA Special Populations 47 0.0% 4 39 4 Material Requests Bulk Mail Request 6 0.0% – – 2 0 – – 4 Material Request 1,880 1.7% 4 45 237 1,137 3 1 453 Received in Error 5 0.0% – – 2 0 – – 3 Medicare Application Assistance - MSP 26 0.0% 4 16 6 Program Information - MSP 279 0.3% – – 12 212 – – 55 Program Information - Medicare 111 0.1% 1 12 74 24 New Applicant/Eligibility Application Assistance - New 152 0.1% – 8 4 114 – – 26 Documentation Requirements 36 0.0% 2 30 4 Eligibility Questions 422 0.4% – 9 22 339 – – 52 Eligibility Screening 70 0.1% 2 2 52 14 Presumptive Eligibility 7 0.0% – – – 6 – – 1 Outbound/Lang Line Language Line 578 0.5% 12 500 66 Outbound Calls 28 0.0% – – – 18 – – 10 Referrals and Transfers Assistor 324 0.3% 5 24 250 45 DOH Policy Line - DME 363 0.3% – 18 21 259 – – 65 DOH Policy Line - Dental 251 0.2% 10 7 177 57 DOH Policy Line - OOS 88 0.1% – 2 2 65 – – 19 DOH Policy Line - Pharmacy 560 0.5% 8 27 401 124 Food Stamp 2,240 2.1% 1 52 261 1401 – – 525 Fraud Line/OMIG 53 0.0% 3 6 27 17 HRA 10,532 9.7% – 28 709 7,758 2 – 2,035 Health Plans 3,892 3.6% 1 157 239 2,652 843 Internal Transfer 9,738 9.0% 3 83 883 6,322 3 1 2,443 LDSS 8,510 7.8% 126 1,013 5,555 2 1814 Medicaid Choice 1,847 1.7% – 8 113 1,328 2 – 396 Other 2,618 2.4% 1 84 128 1,727 4 674 Qualified Entities 49 0.0% – 2 3 18 – – 26 Restricted Recipient Program 102 0.1% 3 59 40 Transportation 1,048 1.0% – 25 129 677 – – 217 Specialized Unit Good Cause Exemption Request 2 0.0% 2 Good Cause Program Information 339 0.3% – 1 – 225 – – 113 Newborn Program Information 530 0.5% 3 325 202 Presumptive Eligibility Req 126 126 0.1% – – – 80 – – 46 TOTAL 108,440 100.0% 23 1,441 8,289 72,230 35 4 26,418 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 3/7/2014 12:42 PMPeriod: 03/01/2014 to 03/31/2014
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Authentication 2,925 2.1% 5 77 2,300 543 Authorized Rep 65 0.0% 2 1 9 46 – – 7 Healthcare Proxy 3 0.0% 1 1 1 Child Health Plus Billing Issue - CHP 25 0.0% – 11 1 9 – – 4 CHPlus to MA Conversion-Elig 6 0.0% 3 1 2 Coverage Lookup - CHP 32 0.0% – – 7 12 – – 13 Covered Services - CHP 19 0.0% 2 12 5 Eligibility Changes - CHP 18 0.0% – 2 1 11 – – 4 Excepted Coverage 13 0.0% 1 7 5 Health Plan Complaint 6 0.0% – 1 2 2 – – 1 Health Plans - CHP 91 0.1% 24 6 38 23 Premium Contribution Assist 16 0.0% – 8 3 4 – – 1 Presumptive Eligibility - CHP 1 0.0% 1 Program Information - CHP 392 0.3% – 136 20 178 – – 58 Renewal App Assistance - CHP 16 0.0% 2 3 9 2 TPHI Inquiry - CHP 1 0.0% – – – 1 – – – Waiting Period 2 0.0% 1 1 Complaint Complaint 1,044 0.8% 2 46 72 657 1 – 266 FHP Member Benefit Card Questions - FHP 15 0.0% 2 9 4 Billing Issues - FHP 1 0.0% – – – 1 – – – Coverage Lookup - FHP 22 0.0% 1 16 5 Covered Services - FHP 1 0.0% – – – 1 – – – Health Plans - FHP 3 0.0% 1 2 Program Information - FHP 5 0.0% – – – 5 – – – Renewal App Assistance - FHP 9 0.0% 7 2 FPBP Application Assistance - FPBP 12 0.0% – 3 3 2 – – 4 Benefit Card Questions - FPBP 6 0.0% 5 1 Covered Services - FPBP 16 0.0% – – 1 13 – – 2 Program Information - FPBP 29 0.0% 2 24 3 Provider Referral - FPBP 1 0.0% – – – 1 – – – Renewal App Assistance - FPBP 5 0.0% 2 3 Fair Hearing-Agency Conf Agency Conference 16 0.0% – – 2 9 – – 5 Fair Hearing Assistance 26 0.0% 2 2 18 4 Hangup/Disconnect Hangup/Disconnect 2,680 2.0% – 5 127 612 – – 1,936 MA Member Benefit Card Questions - MA 2,174 1.6% 6 109 1,488 1 570 Billing Issues - MA 361 0.3% 1 – 59 233 – – 68 Coverage Lookup - MA 56,544 41.2% 12 848 5,327 38,222 6 16 12,113 Covered Services - MA 987 0.7% – 5 40 776 – – 166 Eligibility Changes - MA 2,184 1.6% 1 1,957 82 144 Health Plans - MA 486 0.4% – 3 23 346 – – 114 Pregnant Women/Newborn - MA 400 0.3% 39 270 91 Program Information - MA 4,227 3.1% – 14 401 2,562 – – 1,250 Provider Referral - MA 737 0.5% 2 45 580 110 Renewal App Assistance - MA 2,748 2.0% – 5 400 1,748 – – 595 Spenddown - MA 154 0.1% 1 5 129 19 TPHI Inquiry - MA 258 0.2% – – 6 226 – – 26 Unspecified 2 0.0% 2 MA Special Programs Employer Buy-In 1 0.0% 1 – – – – – – FHP Premium Assistance 7 0.0% 4 1 2 MA Premium Assistance Programs 22 0.0% 3 1 1 11 – – 6 MA Special Populations 34 0.0% 2 28 4 Material Requests Bulk Mail Request 23 0.0% – – – 9 – – 14 Material Request 2,194 1.6% 20 28 383 1,244 6 2 511 Received in Error 1 0.0% – – – 1 – – – Medicare Application Assistance - MSP 45 0.0% 6 15 13 11 Program Information - MSP 306 0.2% – – 9 250 – – 47 Program Information - Medicare 131 0.1% 20 96 15 New Applicant/Eligibility Application Assistance - New 351 0.3% – 4 35 253 – – 59 Documentation Requirements 41 0.0% 2 32 7 Eligibility Questions 989 0.7% – 3 17 759 1 – 209 Eligibility Screening 79 0.1% 1 5 65 8 Presumptive Eligibility 4 0.0% – – – 2 – – 2 Outbound/Lang Line Language Line 210 0.2% 5 169 36 Outbound Calls 2 0.0% – – 1 – – – 1 Referrals and Transfers Assistor 191 0.1% 8 20 143 20 DOH Policy Line - DME 397 0.3% – 11 33 284 – – 69 DOH Policy Line - Dental 286 0.2% 12 31 178 65 DOH Policy Line - OOS 118 0.1% 1 – 11 85 – – 21 DOH Policy Line - Pharmacy 725 0.5% 1 42 78 480 124 Food Stamp 2,682 2.0% – 17 505 1,663 – – 497 Fraud Line/OMIG 105 0.1% 3 10 77 15 HRA 11,189 8.2% – 22 1,263 7,957 – – 1,947 Health Plans 4,681 3.4% 1 134 395 3,235 916 Internal Transfer 17,283 12.6% 2 73 2,285 10,607 – – 4,316 LDSS 8,721 6.4% 153 1,346 5,621 1 1,600 Medicaid Choice 1,948 1.4% – 5 265 1,299 – – 379 Other 3,070 2.2% 3 87 282 1,929 769 Qualified Entities 51 0.0% – 1 9 17 – – 24 Restricted Recipient Program 107 0.1% 1 13 60 33 Transportation 1,144 0.8% – 30 152 735 – – 227 Specialized Unit Good Cause Exemption Request 180 0.1% 10 84 86 Good Cause Program Information 286 0.2% – – 12 183 – – 91 Newborn Program Information 558 0.4% 8 278 272 Presumptive Eligibility Req 160 0.1% – – 1 90 – – 69 TOTAL 137,106 100.0% 60 1,771 15,981 88,616 16 18 30,644 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 4/1/2014 12:42 PMPeriod: 04/01/2014 to 04/30/2014
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Authentication 2,100 1.7% 16 449 1,334 301 Authorized Rep 84 0.1% – – 30 43 – – 11 Healthcare Proxy 1 0.0% 1 Child Health Plus Billing Issue - CHP 14 0.0% – 6 – 7 – – 1 CHPlus to MA Conversion-Elig 5 0.0% 1 3 1 Coverage Lookup - CHP 32 0.0% – 5 4 13 – – 10 Covered Services - CHP 19 0.0% 7 1 7 1 3 Eligibility Changes - CHP 10 0.0% – 1 – 7 – – 2 Health Plan Complaint 1 0.0% 1 Health Plans - CHP 65 0.1% – 15 1 30 – – 19 Premium Contribution Assist 13 0.0% 2 4 7 Presumptive Eligibility - CHP 9 0.0% – 1 – 4 – – 4 Program Information - CHP 303 0.2% 102 20 156 25 Renewal App Assistance - CHP 19 0.0% – 4 1 7 – – 7 Complaint Complaint 977 0.8% 2 28 134 594 219 FHP Member Benefit Card Questions - FHP 3 0.0% – – – 3 – – – Coverage Lookup - FHP 24 0.0% 7 14 3 Covered Services - FHP 3 0.0% – – – 3 – – – Health Plans - FHP 11 0.0% 1 10 Pregnant Women/Newborn - FHP 17 0.0% – – – 1 – – 16 Program Information - FHP 10 0.0% 2 6 2 Provider Referral - FHP 1 0.0% – – – – – – 1 Renewal App Assistance - FHP 12 0.0% 11 1 FPBP Application Assistance - FPBP 3 0.0% – – 2 1 – – – Benefit Card Questions - FPBP 9 0.0% 1 5 1 2 Covered Services - FPBP 14 0.0% – – 4 10 – – – Presumptive Eligibility -FPBP 1 0.0% 1 Program Information - FPBP 15 0.0% – – 3 9 – – 3 Provider Referral - FPBP 13 0.0% 1 12 Renewal App Assistance - FPBP 8 0.0% – – – 7 – – 1 Fair Hearing-Agency Conf Agency Conference 13 0.0% 10 3 Fair Hearing Assistance 15 0.0% – 1 1 8 – – 5 Hangup/Disconnect Hangup/Disconnect 2,573 2.0% 1 164 500 1,908 MA Member Benefit Card Questions - MA 2,467 1.9% – 4 153 1,954 – 1 355 Billing Issues - MA 381 0.3% 72 263 46 Coverage Lookup - MA 52,979 41.9% 7 602 6,656 37,291 2 18 8,403 Covered Services - MA 954 0.8% 2 73 780 1 98 Eligibility Changes - MA 2,365 1.9% – 2 2,213 86 – – 64 Health Plans - MA 269 0.2% 2 13 203 51 Pregnant Women/Newborn - MA 284 0.2% – – 26 213 – – 45 Program Information - MA 4,239 3.4% 19 488 2,462 1 1,269 Provider Referral - MA 697 0.6% – – 60 537 – – 100 Renewal App Assistance - MA 2,489 2.0% 11 308 1,718 452 Spenddown - MA 151 0.1% – – 3 135 – – 13 TPHI Inquiry - MA 235 0.2% 15 199 21 MA Special Programs MA Premium Assistance Programs 15 0.0% – – – 13 – – 2 MA Special Populations 18 0.0% 1 12 5 Material Requests Bulk Mail Request 13 0.0% – – 4 2 – – 7 Material Request 2,212 1.7% 10 52 514 1,209 5 422 Received in Error 2 0.0% – – 1 1 – – – Medicare Application Assistance - MSP 28 0.0% 1 19 8 Program Information - MSP 248 0.2% – – 6 219 – – 23 Program Information - Medicare 54 0.0% 1 7 34 12 New Applicant/Eligibility Application Assistance - New 221 0.2% – – 1 183 – – 37 Documentation Requirements 29 0.0% 2 2 20 5 Eligibility Questions 467 0.4% – 1 21 412 – – 33 Eligibility Screening 43 0.0% 1 3 39 Presumptive Eligibility 4 0.0% – – 1 1 – – 2 Outbound/Lang Line Language Line 262 0.2% 1 23 225 13 Outbound Calls 8 0.0% – – 4 4 – – – Referrals and Transfers Assistor 143 0.1% 4 28 88 23 DOH Policy Line - DME 413 0.3% – 11 43 314 – – 45 DOH Policy Line - Dental 358 0.3% 16 23 244 75 DOH Policy Line - OOS 158 0.1% – 3 76 60 – – 19 DOH Policy Line - Pharmacy 772 0.6% 25 131 522 94 Food Stamp 2,629 2.1% – 10 520 1,792 – – 307 Fraud Line/OMIG 79 0.1% 10 56 13 HRA 8,932 7.1% – 26 1,325 6,658 – 1 922 Health Plans 4,279 3.4% 120 450 3,158 551 Internal Transfer 15,780 12.5% – 90 2,160 10,186 1 – 3,343 LDSS 8,049 6.4% 1 70 1,413 5,483 1,082 Medicaid Choice 1,789 1.4% – 6 311 1,265 – 1 206 Other 2,843 2.2% 1 39 360 2,030 1 412 Qualified Entities 55 0.0% – 1 5 23 – – 26 Restricted Recipient Program 139 0.1% 1 31 86 21 Transportation 1,197 0.9% – 18 182 796 – – 201 Specialized Unit Good Cause Exemption Request 630 0.5% 1 15 407 207 Good Cause Program Information 18 0.0% – – – 8 – – 10 Newborn Program Information 580 0.5% 32 427 1 120 Presumptive Eligibility Req 148 0.1% – – 1 103 – – 44 TOTAL 126,522 100.0% 21 1,330 18,610 84,741 12 23 21,785 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 5/2/2014 12:42 PMPeriod: 05/01/2014 to 05/31/2014
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Authentication 2,143 1.6% 1 2 897 857 386 Authorized Rep 103 0.1% 1 3 36 50 – – 13 Healthcare Proxy 5 0.0% 1 2 1 1 Child Health Plus Billing Issue - CHP 20 0.0% 1 14 1 4 – – – CHPlus to MA Conversion-Elig 8 0.0% 1 1 1 2 3 Coverage Lookup - CHP 38 0.0% 1 6 6 20 – – 5 Covered Services - CHP 23 0.0% 1 10 1 7 4 Eligibility Changes - CHP 25 0.0% 1 4 1 17 – – 2 Excepted Coverage 3 0.0% 1 1 1 Health Plan Complaint 4 0.0% 1 1 – 2 – – – Health Plans - CHP 54 0.0% 1 18 3 30 2 Premium Contribution Assist 7 0.0% 1 3 – 3 – – – Presumptive Eligibility - CHP 2 0.0% 1 1 Program Information - CHP 202 0.2% 1 81 8 99 – – 13 Renewal App Assistance - CHP 12 0.0% 1 2 2 7 TPHI Inquiry - CHP 2 0.0% 1 1 – – – – – Waiting Period 3 0.0% 1 2 Complaint Complaint 958 0.7% 1 51 200 510 – – 196 FHP Member Benefit Card Questions - FHP 17 0.0% 2 1 1 12 1 Billing Issues - FHP 1 0.0% 1 – – – – – – Coverage Lookup - FHP 37 0.0% 1 20 15 1 Covered Services - FHP 6 0.0% 1 1 – 4 – – – Eligibility Changes - FHP 3 0.0% 1 1 1 Health Plans - FHP 5 0.0% 1 3 – 1 – – – Pregnant Women/Newborn - FHP 7 0.0% 1 2 1 2 1 Program Information - FHP 6 0.0% 2 2 1 1 – – – Provider Referral - FHP 4 0.0% 1 2 1 Renewal App Assistance - FHP 15 0.0% 3 1 1 10 – – – TPHI Inquiry - FHP 1 0.0% 1 FPBP Application Assistance - FPBP 2 0.0% 1 – – – – – 1 Benefit Card Questions - FPBP 7 0.0% 1 6 Covered Services - FPBP 25 0.0% 1 2 8 12 – – 2 Presumptive Eligibility -FPBP 4 0.0% 1 3 Program Information - FPBP 14 0.0% 1 1 – 8 – – 4 Provider Referral - FPBP 5 0.0% 2 1 1 1 Provider Support - FPBP 3 0.0% 1 – 1 – – – 1 Renewal App Assistance - FPBP 8 0.0% 1 2 5 Fair Hearing-Agency Conf Agency Conference 13 0.0% 1 2 – 9 – – 1 Fair Hearing Assistance 17 0.0% 1 2 13 1 Hangup/Disconnect Hangup/Disconnect 2,567 1.9% 1 2 123 462 – – 1,979 MA Member Benefit Card Questions - MA 1,901 1.4% 1 22 94 1,612 3 169 Billing Issues - MA 329 0.2% 1 4 54 242 – – 28 Coverage Lookup - MA 54,671 41.3% 4 1,322 10,245 36,125 2 6 6,967 Covered Services - MA 1,075 0.8% 1 35 130 696 – – 213 Eligibility Changes - MA 1,746 1.3% 1 1,633 70 42 Health Plans - MA 212 0.2% 1 11 20 152 – – 28 Pregnant Women/Newborn - MA 169 0.1% 3 1 32 108 25 Program Information - MA 3,385 2.6% 1 58 638 1,835 – – 853 Provider Referral - MA 567 0.4% 1 1 74 414 77 Renewal App Assistance - MA 1,975 1.5% 1 5 354 1,426 – – 189 Spenddown - MA 157 0.1% 2 3 12 135 5 TPHI Inquiry - MA 221 0.2% 1 – 28 177 – – 15 Unspecified 1 0.0% 1 MA Special Programs Employer Buy-In 1 0.0% 1 – – – – – – FHP Premium Assistance 9 0.0% 2 2 1 4 MA Premium Assistance Programs 28 0.0% 1 – 7 10 – – 10 MA Special Populations 22 0.0% 1 8 5 8 Material Requests Bulk Mail Request 6 0.0% 1 – – 5 – – – Material Request 1,943 1.5% 10 54 550 1,024 4 1 300 Received in Error 2 0.0% 1 – – 1 – – – Medicare Application Assistance - MSP 29 0.0% 1 3 6 13 6 Program Information - MSP 249 0.2% 1 1 28 202 – – 17 Program Information - Medicare 96 0.1% 1 6 15 60 14 New Applicant/Eligibility Application Assistance - New 135 0.1% 2 1 4 115 – – 13 Documentation Requirements 19 0.0% 1 14 4 Eligibility Questions 269 0.2% 1 2 13 239 – – 14 Eligibility Screening 59 0.0% 1 5 1 46 6 Presumptive Eligibility 2 0.0% 1 – – 1 – – – Outbound/Lang Line Language Line 167 0.1% 1 12 145 9 Outbound Calls 6 0.0% 1 – 2 2 – – 1 Referrals and Transfers Assistor 131 0.1% 1 6 25 94 5 DOH Policy Line - DME 447 0.3% 1 14 114 286 – – 32 DOH Policy Line - Dental 316 0.2% 1 11 79 191 34 DOH Policy Line - OOS 200 0.2% 1 6 94 89 – – 10 DOH Policy Line - Pharmacy 805 0.6% 1 25 271 451 57 Food Stamp 2,902 2.2% 1 50 766 1,875 – – 210 Fraud Line/OMIG 81 0.1% 1 7 6 57 10 HRA 9,791 7.4% 2 176 1,965 7,059 – – 589 Health Plans 4,965 3.8% 1 155 1,124 3,245 440 Internal Transfer 19,080 14.4% 2 309 4,356 11,892 – – 2,521 LDSS 9,563 7.2% 1 333 1,972 6,468 789 Medicaid Choice 2,067 1.6% 2 75 438 1,436 – – 116 Other 3,059 2.3% 4 80 569 2,097 309 Qualified Entities 53 0.0% 1 – 16 20 – – 16 Restricted Recipient Program 158 0.1% 2 47 95 14 Transportation 1,250 0.9% 1 44 230 822 – – 153 Specialized Unit Good Cause Exemption Request 653 0.5% 1 58 442 152 Good Cause Program Information 22 0.0% 4 – 9 5 – – 4 Newborn Program Information 769 0.6% 2 111 536 120 Presumptive Eligibility Req 149 0.1% 1 2 2 113 – – 31 TOTAL 132,291 100.0% 122 3,056 27,528 84,318 10 7 17,250 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 6/3/2014 12:42 PMPeriod: 06/01/2014 to 06/30/2014
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Authentication 1,843 1.4% 1 1 420 977 444 Authorized Rep 63 0.0% – 1 23 36 – – 3 Healthcare Proxy 4 0.0% 3 1 Child Health Plus Billing Issue - CHP 14 0.0% – 6 1 7 – – – CHPlus to MA Conversion-Elig 1 0.0% 1 Coverage Lookup - CHP 26 0.0% – 4 3 14 – – 5 Covered Services - CHP 7 0.0% 2 2 3 Eligibility Changes - CHP 8 0.0% – – – 6 – – 2 Excepted Coverage 1 0.0% 1 Health Plan Complaint 3 0.0% – – – 2 – – 1 Health Plans - CHP 21 0.0% 5 1 9 6 Premium Contribution Assist 4 0.0% – 1 1 2 – – – Program Information - CHP 181 0.1% 72 16 82 11 Renewal App Assistance - CHP 13 0.0% – 7 – 5 – – 1 Waiting Period 2 0.0% 1 1 Complaint Complaint 803 0.6% 1 43 145 454 – – 160 FHP Member Benefit Card Questions - FHP 9 0.0% 1 8 Billing Issues - FHP 1 0.0% – – 1 – – – – Coverage Lookup - FHP 17 0.0% 1 10 3 3 Covered Services - FHP 3 0.0% – – – 3 – – – Health Plans - FHP 1 0.0% 1 Program Information - FHP 5 0.0% – – 1 3 – – 1 Renewal App Assistance - FHP 6 0.0% 1 5 FPBP Application Assistance - FPBP 1 0.0% – 1 – – – – – Benefit Card Questions - FPBP 3 0.0% 3 Covered Services - FPBP 6 0.0% – – 1 4 – – 1 Program Information - FPBP 10 0.0% 1 9 Provider Support - FPBP 3 0.0% – – – – – – 3 Renewal App Assistance - FPBP 5 0.0% 1 4 Fair Hearing-Agency Conf Agency Conference 11 0.0% – – 1 4 – – 6 Fair Hearing Assistance 18 0.0% 1 6 10 1 Hangup/Disconnect Hangup/Disconnect 2,738 2.1% – 1 124 536 – – 2,077 MA Member Benefit Card Questions - MA 1,693 1.3% 8 81 1,466 1 3 134 Billing Issues - MA 309 0.2% – – 44 226 – – 39 Coverage Lookup - MA 56,688 42.7% 6 2,133 11,019 36,932 3 3 6,592 Covered Services - MA 695 0.5% – 15 88 500 – – 92 Eligibility Changes - MA 915 0.7% 3 842 39 31 Health Plans - MA 151 0.1% – 3 25 107 – – 16 Pregnant Women/Newborn - MA 191 0.1% 1 47 121 22 Program Information - MA 3,013 2.3% 1 59 555 1,410 – 1 987 Provider Referral - MA 450 0.3% 48 342 60 Renewal App Assistance - MA 1,689 1.3% – 7 273 1,292 – – 117 Spenddown - MA 107 0.1% 4 98 5 TPHI Inquiry - MA 177 0.1% – – 10 155 – – 12 MA Special Programs Employer Buy-In 3 0.0% 1 1 1 FHP Premium Assistance 1 0.0% – – – – – – 1 MA Premium Assistance Programs 35 0.0% 2 15 7 11 MA Special Populations 14 0.0% – – – 12 – – 2 Material Requests Bulk Mail Request 8 0.0% 1 1 1 5 Material Request 2,191 1.6% 19 39 525 1,256 4 – 348 Received in Error 1 0.0% 1 Medicare Application Assistance - MSP 9 0.0% – – 2 4 – – 3 Program Information - MSP 243 0.2% 2 8 216 17 Program Information - Medicare 71 0.1% – 7 15 41 – – 8 New Applicant/Eligibility Application Assistance - New 103 0.1% 2 91 10 Documentation Requirements 13 0.0% – – – 12 – – 1 Eligibility Questions 193 0.1% 3 10 168 12 Eligibility Screening 107 0.1% – 3 4 89 – – 11 Presumptive Eligibility 2 0.0% 1 1 Outbound/Lang Line Language Line 204 0.2% – – 13 177 – – 14 Outbound Calls 2 0.0% 2 Referrals and Transfers Assistor 159 0.1% – 6 37 111 – – 5 DOH Policy Line - DME 394 0.3% 16 73 283 22 DOH Policy Line - Dental 353 0.3% – 16 82 233 – – 22 DOH Policy Line - OOS 159 0.1% 2 69 82 6 DOH Policy Line - Pharmacy 683 0.5% – 24 201 414 – – 44 Food Stamp 2,992 2.3% 60 757 2,001 174 Fraud Line/OMIG 117 0.1% – 4 5 92 – – 16 HRA 9,077 6.8% 148 1,841 6,569 519 Health Plans 5,177 3.9% – 209 1,160 3,365 – – 443 Internal Transfer 20,050 15.1% 351 4,970 12,650 2 2,077 LDSS 10,200 7.7% 1 428 2,240 6,886 – – 645 Medicaid Choice 1,977 1.5% 59 375 1,425 118 Other 3,129 2.4% – 81 531 2,253 – – 264 Qualified Entities 58 0.0% 1 21 16 20 Restricted Recipient Program 152 0.1% – – 25 98 – – 29 Transportation 1,232 0.9% 48 274 799 111 Specialized Unit Good Cause Exemption Request 747 0.6% 1 – 109 526 – – 111 Good Cause Program Information 22 0.0% 1 1 19 1 Newborn Program Information 900 0.7% – 3 189 584 – – 124 Presumptive Eligibility Req 133 0.1% 1 10 112 10 TOTAL 132,820 100.0% 32 3,891 27,358 85,474 8 9 16,048 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 7/1/2014 12:42 PMPeriod: 07/01/2014 to 07/31/2014
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Authentication 1,263 0.8% 7 505 676 75 Authorized Rep 105 0.1% – – 21 64 – – 20 Healthcare Proxy 6 0.0% 1 1 4 Child Health Plus Billing Issue - CHP 21 0.0% – 14 1 5 – – 1 CHPlus to MA Conversion-Elig 1 0.0% 1 Coverage Lookup - CHP 29 0.0% – 6 3 16 – – 4 Covered Services - CHP 18 0.0% 6 9 3 Eligibility Changes - CHP 12 0.0% – 5 – 6 – – 1 Excepted Coverage 1 0.0% 1 Health Plan Complaint 5 0.0% – 1 – 2 – – 2 Health Plans - CHP 19 0.0% 6 2 7 4 Premium Contribution Assist 5 0.0% – 4 – 1 – – – Program Information - CHP 207 0.1% 65 25 106 11 Renewal App Assistance - CHP 19 0.0% – 6 1 12 – – – Waiting Period 2 0.0% 2 Complaint Complaint 1,067 0.7% – 46 107 769 5 – 140 FHP Member Benefit Card Questions - FHP 9 0.0% 7 2 Billing Issues - FHP 1 0.0% – – 1 – – – – Coverage Lookup - FHP 23 0.0% 10 11 1 1 Covered Services - FHP 3 0.0% – – 1 2 – – – Eligibility Changes - FHP 2 0.0% 2 Program Information - FHP 12 0.0% – – 2 10 – – – Renewal App Assistance - FHP 7 0.0% 3 4 TPHI Inquiry - FHP 1 0.0% – – 1 – – – – FPBP Application Assistance - FPBP 5 0.0% 5 Benefit Card Questions - FPBP 1 0.0% – – – 1 – – – Covered Services - FPBP 18 0.0% 4 14 Program Information - FPBP 24 0.0% – – 5 17 – – 2 Provider Referral - FPBP 4 0.0% 4 Renewal App Assistance - FPBP 5 0.0% – – – 5 – – – Fair Hearing-Agency Conf Agency Conference 12 0.0% 1 10 1 Fair Hearing Assistance 13 0.0% – – – 10 – – 3 Hangup/Disconnect Hangup/Disconnect 4,214 2.8% 3 175 977 3,059 MA Member Benefit Card Questions - MA 1,992 1.3% 1 6 109 1,697 5 3 171 Billing Issues - MA 326 0.2% 3 56 247 20 Coverage Lookup - MA 62,614 41.2% 7 2,342 10,865 43,507 2 1 5,890 Covered Services - MA 732 0.5% 2 59 626 45 Eligibility Changes - MA 129 0.1% 1 2 44 76 – – 6 Health Plans - MA 107 0.1% 5 19 74 9 Pregnant Women/Newborn - MA 236 0.2% – – 48 176 – – 12 Program Information - MA 3,511 2.3% 25 649 1,919 918 Provider Referral - MA 521 0.3% – 1 43 419 – – 58 Renewal App Assistance - MA 2,399 1.6% 1 3 263 2,043 89 Spenddown - MA 181 0.1% – – 12 161 – – 8 TPHI Inquiry - MA 286 0.2% 25 238 23 Unspecified 1 0.0% – – – 1 – – – MA Special Programs FHP Premium Assistance 1 0.0% 1 MA Premium Assistance Programs 10 0.0% – – 5 3 – – 2 MA Special Populations 12 0.0% 1 11 Material Requests Bulk Mail Request 14 0.0% – 4 3 4 – – 3 Material Request 2,328 1.5% 22 27 520 1,472 4 283 Medicare Application Assistance - MSP 24 0.0% – – 2 17 1 – 4 Program Information - MSP 263 0.2% 26 220 1 16 Program Information - Medicare 97 0.1% – – 23 62 1 – 11 New Applicant/Eligibility Application Assistance - New 100 0.1% 2 8 81 9 Documentation Requirements 25 0.0% – 1 1 21 – – 2 Eligibility Questions 266 0.2% 5 9 232 20 Eligibility Screening 125 0.1% – 7 6 110 – – 2 Outbound/Lang Line Language Line 570 0.4% 2 72 452 44 Outbound Calls 4 0.0% – – 1 2 – – 1 Referrals and Transfers Assistor 223 0.1% 9 41 166 7 DOH Policy Line - DME 452 0.3% – 28 80 317 – – 27 DOH Policy Line - Dental 407 0.3% 26 80 284 17 DOH Policy Line - OOS 206 0.1% – 10 62 123 – – 11 DOH Policy Line - Pharmacy 823 0.5% 38 185 562 38 Food Stamp 3,147 2.1% – 43 795 2,185 – – 124 Fraud Line/OMIG 142 0.1% 4 18 112 8 HRA 10,558 6.9% – 119 1,896 8,115 – – 428 Health Plans 5,968 3.9% 199 1,203 4,151 415 Internal Transfer 25,209 16.6% 1 363 5,854 16,405 1 – 2,585 LDSS 10,922 7.2% 1 416 2,271 7,546 688 Medicaid Choice 2,383 1.6% – 16 446 1,817 – – 104 Other 4,029 2.6% 62 539 3,211 217 Qualified Entities 21 0.0% – 1 6 13 – – 1 Restricted Recipient Program 207 0.1% 2 29 149 27 Transportation 1,384 0.9% – 45 233 979 – – 127 Unspecified 1 0.0% 1 Specialized Unit Good Cause Exemption Request 787 0.5% – – 126 617 – – 44 Good Cause Program Information 19 0.0% 1 17 1 Newborn Program Information 1,056 0.7% – 2 239 778 – – 37 Presumptive Eligibility Req 110 0.1% 6 94 10 TOTAL 152,062 100.0% 36 3,992 27,854 104,258 21 4 15,897 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 8/4/2014 12:42 PMPeriod: 08/01/2014 to 08/31/2014
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Authentication 1,577 1.0% 6 56 1,434 81 Authorized Rep 112 0.1% – 7 7 92 – – 6 Healthcare Proxy 11 0.0% 1 10 Child Health Plus Billing Issue - CHP 15 0.0% – 6 – 8 – – 1 CHPlus to MA Conversion-Elig 18 0.0% 1 3 12 2 Coverage Lookup - CHP 57 0.0% – 13 4 29 – – 11 Covered Services - CHP 18 0.0% 7 3 7 1 Eligibility Changes - CHP 13 0.0% – 4 1 8 – – – Excepted Coverage 4 0.0% 1 3 Health Plan Complaint 1 0.0% – – – 1 – – – Health Plans - CHP 49 0.0% 11 5 26 7 Premium Contribution Assist 7 0.0% – 7 – – – – – Presumptive Eligibility - CHP 1 0.0% 1 Program Information - CHP 206 0.1% – 99 30 71 – – 6 Renewal App Assistance - CHP 18 0.0% 8 1 8 1 Waiting Period 4 0.0% – 1 – 3 – – – Complaint Complaint 1,266 0.8% 14 179 954 1 118 FHP Member Benefit Card Questions - FHP 9 0.0% – – 1 8 – – – Billing Issues - FHP 1 0.0% 1 Coverage Lookup - FHP 31 0.0% – 1 4 25 – – 1 Covered Services - FHP 9 0.0% 1 1 4 3 Eligibility Changes - FHP 3 0.0% – – 2 1 – – – Health Plans - FHP 4 0.0% 1 1 2 Pregnant Women/Newborn - FHP 3 0.0% – – 1 2 – – – Program Information - FHP 23 0.0% 3 17 3 Renewal App Assistance - FHP 17 0.0% – – 1 15 1 – – FPBP Application Assistance - FPBP 3 0.0% 2 1 Benefit Card Questions - FPBP 11 0.0% – – 2 8 – – 1 Covered Services - FPBP 17 0.0% 14 3 Program Information - FPBP 21 0.0% – – 3 16 – – 2 Provider Referral - FPBP 1 0.0% 1 Renewal App Assistance - FPBP 4 0.0% – – 3 1 – – – Fair Hearing-Agency Conf Agency Conference 21 0.0% 3 17 1 Fair Hearing Assistance 24 0.0% – – 3 20 – – 1 Hangup/Disconnect Hangup/Disconnect 4,483 2.8% 3 20 432 1,728 2,300 MA Member Benefit Card Questions - MA 1,945 1.2% – 8 167 1,659 5 – 106 Billing Issues - MA 383 0.2% 2 79 282 20 Coverage Lookup - MA 64,259 39.7% 6 1,284 13,176 46,863 6 8 2,916 Covered Services - MA 965 0.6% 1 10 97 801 56 Eligibility Changes - MA 180 0.1% 1 – 72 97 – – 10 Health Plans - MA 248 0.2% 13 24 174 37 Pregnant Women/Newborn - MA 228 0.1% – 3 38 177 – – 10 Program Information - MA 2,951 1.8% 20 497 2,200 1 233 Provider Referral - MA 512 0.3% – 2 58 409 – – 43 Renewal App Assistance - MA 2,044 1.3% 19 17 381 1,503 5 119 Spenddown - MA 125 0.1% – 1 3 117 – – 4 TPHI Inquiry - MA 209 0.1% 5 194 1 9 MA Special Programs Employer Buy-In 1 0.0% – – – 1 – – – FHP Premium Assistance 2 0.0% 2 MA Premium Assistance Programs 25 0.0% 1 – 10 10 – – 4 MA Special Populations 20 0.0% 2 17 1 Material Requests Bulk Mail Request 10 0.0% – – 2 4 – – 4 Material Not Sent 100 0.1% 1 1 40 39 1 18 Material Request 2,039 1.3% 21 21 472 1,366 8 – 151 Material Sent 748 0.5% 8 1 173 529 4 33 Medicare Application Assistance - MSP 31 0.0% – – 13 18 – – – Program Information - MSP 267 0.2% 29 223 15 Program Information - Medicare 140 0.1% – 1 26 100 – – 13 New Applicant/Eligibility Application Assistance - New 182 0.1% 1 4 27 140 10 Documentation Requirements 29 0.0% – 3 2 19 – – 5 Eligibility Questions 241 0.1% 1 7 28 197 8 Eligibility Screening 83 0.1% – 8 3 70 – – 2 Presumptive Eligibility 6 0.0% 1 5 Outbound/Lang Line Language Line 653 0.4% – – 33 588 – – 32 Outbound Calls 4 0.0% 1 1 2 Referrals and Transfers Assistor 155 0.1% – 5 20 126 – – 4 DOH Policy Line - DME 515 0.3% 16 90 385 24 DOH Policy Line - Dental 488 0.3% – 10 115 346 1 – 16 DOH Policy Line - OOS 259 0.2% 6 99 148 6 DOH Policy Line - Pharmacy 848 0.5% – 10 181 627 – – 30 Food Stamp 3,706 2.3% 35 1,131 2,406 1 133 Fraud Line/OMIG 167 0.1% – 1 35 122 – – 9 HRA 11,483 7.1% 89 2,495 8,513 2 384 Health Plans 5,658 3.5% – 183 1,100 4,175 2 – 198 Internal Transfer 29,887 18.5% 6 303 8,268 20,247 3 5 1,055 LDSS 11,259 7.0% 2 223 2,802 7,795 3 1 433 Medicaid Choice 2,207 1.4% 1 4 418 1,719 65 Other 4,460 2.8% 1 55 849 3,404 – 1 150 Qualified Entities 51 0.0% 1 4 17 23 6 Restricted Recipient Program 157 0.1% – 1 26 115 – 2 13 Transportation 1,585 1.0% 1 14 387 1,117 66 Specialized Unit Good Cause Exemption Request 785 0.5% – – 53 689 – – 43 Good Cause Program Information 185 0.1% 6 172 7 Newborn Program Information 1,141 0.7% – – 239 859 – – 43 Presumptive Eligibility Req 133 0.1% 8 115 10 TOTAL 161,821 100.0% 75 2,572 34,550 115,454 42 20 9,108 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 9/2/2014 12:42 PMPeriod: 09/01/2014 to 09/31/2014
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Authentication 731 0.4% 39 653 1 38 Authorized Rep 57 0.0% 1 – 11 43 2 – – Healthcare Proxy 6 0.0% 1 5 Child Health Plus Billing Issue - CHP 16 0.0% – 11 – 2 – – 3 CHPlus to MA Conversion-Elig 8 0.0% 1 5 2 Coverage Lookup - CHP 26 0.0% – 5 5 14 – – 2 Covered Services - CHP 18 0.0% 1 4 8 5 Eligibility Changes - CHP 18 0.0% – 1 – 14 – – 3 Excepted Coverage 1 0.0% 1 Health Plan Complaint 2 0.0% – 1 – – – – 1 Health Plans - CHP 32 0.0% 13 3 10 6 Premium Contribution Assist 8 0.0% – – – 5 – – 3 Presumptive Eligibility - CHP 1 0.0% 1 Program Information - CHP 193 0.1% – 121 22 39 1 – 10 Renewal App Assistance - CHP 9 0.0% 3 1 5 Waiting Period 8 0.0% – 5 – 2 – – 1 Complaint Complaint 1,709 0.9% 2 320 1,256 131 FHP Member Benefit Card Questions - FHP 7 0.0% – 1 – 6 – – – Coverage Lookup - FHP 34 0.0% 2 1 27 4 Covered Services - FHP 6 0.0% – – – – – – 6 Eligibility Changes - FHP 1 0.0% 1 Program Information - FHP 9 0.0% – – – 8 – – 1 Renewal App Assistance - FHP 4 0.0% 4 FPBP Benefit Card Questions - FPBP 9 0.0% – – 3 6 – – – Covered Services - FPBP 12 0.0% 3 9 Program Information - FPBP 14 0.0% – – 1 13 – – – Provider Referral - FPBP 1 0.0% 1 Provider Support - FPBP 1 0.0% – – 1 – – – – Renewal App Assistance - FPBP 2 0.0% 1 1 Fair Hearing-Agency Conf Agency Conference 14 0.0% – – – 12 – – 2 Fair Hearing Assistance 23 0.0% 2 18 3 Hangup/Disconnect Hangup/Disconnect 4,419 2.4% 9 5 714 2,706 3 1 981 MA Member Benefit Card Questions - MA 2,174 1.2% 1 17 119 1,965 1 71 Billing Issues - MA 292 0.2% – 1 28 249 1 – 13 Coverage Lookup - MA 71,651 38.8% 12 69 14,487 54,542 27 2 2,512 Covered Services - MA 761 0.4% 2 2 62 639 – – 56 Eligibility Changes - MA 119 0.1% 1 38 76 4 Health Plans - MA 154 0.1% – 4 18 126 – – 6 Pregnant Women/Newborn - MA 186 0.1% 4 162 1 19 Program Information - MA 2,407 1.3% – 15 91 2,208 – – 93 Provider Referral - MA 430 0.2% 22 395 13 Renewal App Assistance - MA 1,366 0.7% 15 17 150 1,092 1 – 91 Spenddown - MA 111 0.1% 4 107 TPHI Inquiry - MA 167 0.1% – – 1 154 – – 12 Unspecified 1 0.0% 1 MA Special Programs FHP Premium Assistance 2 0.0% – – 2 – – – – MA Premium Assistance Programs 13 0.0% 3 7 1 2 MA Special Populations 10 0.0% – – 2 7 – – 1 Material Requests Bulk Mail Request 11 0.0% 3 7 1 Material Not Sent 140 0.1% 1 – 50 76 – – 13 Material Request 2,136 1.2% 19 6 469 1,525 3 114 Material Sent 1,826 1.0% 18 5 360 1,360 2 – 81 Received in Error 1 0.0% 1 Medicare Application Assistance - MSP 24 0.0% – – 4 16 – – 4 Program Information - MSP 202 0.1% 8 184 10 Program Information - Medicare 106 0.1% – – 12 88 – – 6 New Applicant/Eligibility Application Assistance - New 169 0.1% 1 8 147 13 Documentation Requirements 26 0.0% – 1 – 25 – – – Eligibility Questions 178 0.1% 7 10 149 12 Eligibility Screening 92 0.0% – 12 2 73 – – 5 Presumptive Eligibility 1 0.0% 1 Outbound/Lang Line Language Line 617 0.3% – 1 13 580 – – 23 Outbound Calls 2 0.0% 1 1 Referrals and Transfers Assistor 163 0.1% – 3 25 134 – – 1 DOH Policy Line - DME 723 0.4% 153 551 19 DOH Policy Line - Dental 536 0.3% – – 148 379 – – 9 DOH Policy Line - OOS 296 0.2% 67 210 19 DOH Policy Line - Pharmacy 1,025 0.6% – – 276 715 – – 34 Food Stamp 4,425 2.4% 1 1,520 2,827 3 74 Fraud Line/OMIG 161 0.1% – – 51 98 – – 12 HRA 13,725 7.4% 2 3,292 10,149 2 280 Health Plans 7,312 4.0% – 164 1,435 5,546 4 – 163 Internal Transfer 37,538 20.4% 14 271 12,206 24,195 22 1 829 LDSS 12,982 7.0% 4 14 3,086 9,518 1 12 347 Medicaid Choice 2,900 1.6% 5 537 2,295 1 62 Other 5,432 2.9% – 9 1,263 4,012 – 1 147 Qualified Entities 39 0.0% 16 21 2 Restricted Recipient Program 185 0.1% – 1 35 143 – – 6 Transportation 1,816 1.0% 1 1 542 1,210 3 59 Specialized Unit Good Cause Exemption Request 776 0.4% – – 62 614 1 – 99 Good Cause Program Information 133 0.1% 129 4 Newborn Program Information 1,343 0.7% 2 – 255 1,028 1 – 57 Presumptive Eligibility Req 172 0.1% 10 146 16 TOTAL 184,456 100.0% 102 799 42,084 134,752 78 21 6,620 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 10/1/2014 12:42 PMPeriod: 10/01/2014 to 10/31/2014
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Authentication 545 0.3% 15 503 27 Authorized Rep 33 0.0% – – 7 26 – – – Healthcare Proxy 14 0.0% 1 13 Child Health Plus Billing Issue - CHP 33 0.0% – 7 – 3 – – 23 CHPlus to MA Conversion-Elig 15 0.0% 1 4 6 4 Coverage Lookup - CHP 44 0.0% – 10 5 28 – – 1 Covered Services - CHP 41 0.0% 3 4 14 20 Eligibility Changes - CHP 43 0.0% – 8 – 26 – – 9 Excepted Coverage 4 0.0% 1 1 2 Health Plan Complaint 1 0.0% – – – 1 – – – Health Plans - CHP 35 0.0% 8 1 19 7 Premium Contribution Assist 6 0.0% – 1 1 1 – – 3 Presumptive Eligibility - CHP 7 0.0% 3 4 Program Information - CHP 235 0.1% – 126 25 73 – – 11 Renewal App Assistance - CHP 6 0.0% 3 2 1 TPHI Inquiry - CHP 3 0.0% – – – – – – 3 Waiting Period 7 0.0% 1 1 2 3 Complaint Complaint 1,706 0.9% – 3 283 1,338 – – 82 FHP Member Benefit Card Questions - FHP 4 0.0% 4 Billing Issues - FHP 1 0.0% – 1 – – – – – Coverage Lookup - FHP 13 0.0% 1 6 5 1 Covered Services - FHP 8 0.0% – – – 1 – – 7 Program Information - FHP 11 0.0% 1 6 4 Provider Referral - FHP 5 0.0% – – – – – – 5 Renewal App Assistance - FHP 2 0.0% 1 1 FPBP Application Assistance - FPBP 1 0.0% – – – – – – 1 Benefit Card Questions - FPBP 8 0.0% 2 6 Covered Services - FPBP 28 0.0% – 1 – 19 – – 8 Presumptive Eligibility -FPBP 1 0.0% 1 Program Information - FPBP 16 0.0% – – – 7 – – 9 Provider Referral - FPBP 1 0.0% 1 Renewal App Assistance - FPBP 3 0.0% – – – 2 – – 1 Fair Hearing-Agency Conf Agency Conference 6 0.0% 1 4 1 Fair Hearing Assistance 10 0.0% – – 1 7 – – 2 Hangup/Disconnect Hangup/Disconnect 3,909 2.1% 9 824 2,386 6 1 683 MA Member Benefit Card Questions - MA 2,529 1.4% – 9 122 2,339 – – 59 Billing Issues - MA 311 0.2% 1 36 261 1 12 Coverage Lookup - MA 73,837 39.7% 1 90 15,666 55,857 35 43 2,145 Covered Services - MA 1,308 0.7% 1 468 800 39 Eligibility Changes - MA 121 0.1% – – 39 78 – – 4 Health Plans - MA 115 0.1% 9 85 1 20 Pregnant Women/Newborn - MA 177 0.1% – – 2 169 – – 6 Program Information - MA 2,671 1.4% 6 139 2,373 153 Provider Referral - MA 433 0.2% – – 37 379 1 – 16 Renewal App Assistance - MA 1,479 0.8% 4 11 171 1,179 5 109 Spenddown - MA 108 0.1% – – 6 98 – – 4 TPHI Inquiry - MA 158 0.1% 1 148 9 MA Special Programs Employer Buy-In 1 0.0% – – – – – – 1 FHP Premium Assistance 10 0.0% 1 9 MA Premium Assistance Programs 26 0.0% – 2 4 10 – – 10 MA Special Populations 25 0.0% 2 9 14 Material Requests Bulk Mail Request 9 0.0% – – 4 2 – – 3 Material Not Sent 130 0.1% 51 68 11 Material Request 2,714 1.5% 14 8 599 1,947 3 – 143 Material Sent 2,411 1.3% 14 8 508 1,776 3 102 Received in Error 1 0.0% – – – – – – 1 Medicare Application Assistance - MSP 35 0.0% 1 15 15 4 Program Information - MSP 291 0.2% – – 29 236 – – 26 Program Information - Medicare 120 0.1% 23 80 17 New Applicant/Eligibility Application Assistance - New 70 0.0% – 1 6 61 – – 2 Documentation Requirements 17 0.0% 17 Eligibility Questions 232 0.1% – 10 21 191 1 2 7 Eligibility Screening 129 0.1% 2 1 118 8 Presumptive Eligibility 6 0.0% – – 1 5 – – – Outbound/Lang Line Language Line 354 0.2% 6 335 13 Outbound Calls 5 0.0% – – – 3 – – 2 Referrals and Transfers Assistor 200 0.1% 1 51 146 2 DOH Policy Line - DME 606 0.3% – – 142 444 1 – 19 DOH Policy Line - Dental 519 0.3% 124 367 28 DOH Policy Line - OOS 260 0.1% – – 56 181 – – 23 DOH Policy Line - Pharmacy 1,138 0.6% 316 764 58 Food Stamp 4,434 2.4% – 3 1,618 2,711 – 5 97 Fraud Line/OMIG 210 0.1% 70 136 4 HRA 13,300 7.1% – 9 2,884 10,151 3 1 252 Health Plans 6,971 3.7% 169 1,332 5,318 4 1 147 Internal Transfer 35,501 19.1% 1 337 9,744 24,751 15 45 608 LDSS 13,479 7.2% 6 3,523 9,591 6 13 340 Medicaid Choice 2,812 1.5% – – 575 2,170 4 – 63 Other 5,735 3.1% 2 7 1,533 4,026 2 165 Qualified Entities 58 0.0% – – 8 41 – 1 8 Restricted Recipient Program 222 0.1% 32 184 6 Transportation 1,582 0.8% – – 403 1,136 – – 43 Specialized Unit Good Cause Exemption Request 871 0.5% 83 706 82 Good Cause Program Information 177 0.1% – – 3 159 – – 15 Newborn Program Information 1,319 0.7% 214 1,056 1 48 Presumptive Eligibility Req 119 0.1% – – 8 103 – – 8 TOTAL 186,151 100.0% 39 863 41,869 137,276 90 114 5,900 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 11/3/2014 12:42 PMPeriod: 11/01/2014 to 11/31/2014
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Authentication 400 0.2% 5 360 35 Authorized Rep 41 0.0% 2 – 4 31 – – 4 Healthcare Proxy 2 0.0% 2 Child Health Plus Billing Issue - CHP 1 0.0% – – – – – – 1 CHPlus to MA Conversion-Elig 7 0.0% 3 4 Coverage Lookup - CHP 51 0.0% – 16 5 30 – – – Covered Services - CHP 22 0.0% 10 1 6 5 Eligibility Changes - CHP 48 0.0% – 35 4 9 – – – Excepted Coverage 5 0.0% 4 1 Health Plan Complaint 3 0.0% – 2 – – – – 1 Health Plans - CHP 49 0.0% 12 6 28 3 Premium Contribution Assist 6 0.0% – – 2 2 – – 2 Presumptive Eligibility - CHP 5 0.0% 1 2 2 Program Information - CHP 347 0.2% – 165 30 138 – – 14 Renewal App Assistance - CHP 13 0.0% 11 2 Waiting Period 2 0.0% – 1 – 1 – – – Complaint Complaint 1,638 1.0% 2 218 1,291 1 126 FHP Member Benefit Card Questions - FHP 1 0.0% – – – 1 – – – Billing Issues - FHP 1 0.0% 1 Coverage Lookup - FHP 8 0.0% – – 4 4 – – – Covered Services - FHP 8 0.0% 4 4 Eligibility Changes - FHP 1 0.0% – – – 1 – – – Health Plans - FHP 1 0.0% 1 Program Information - FHP 1 0.0% – – – 1 – – – Renewal App Assistance - FHP 5 0.0% 2 3 FPBP Benefit Card Questions - FPBP 3 0.0% – – – 3 – – – Covered Services - FPBP 13 0.0% 12 1 Program Information - FPBP 9 0.0% – – 2 7 – – – Renewal App Assistance - FPBP 2 0.0% 2 Fair Hearing-Agency Conf Agency Conference 18 0.0% – 1 – 3 – – 14 Fair Hearing Assistance 16 0.0% 7 9 Hangup/Disconnect Hangup/Disconnect 3,037 1.9% – 3 609 1,986 3 – 436 MA Member Benefit Card Questions - MA 1,467 0.9% 1 114 1,283 69 Billing Issues - MA 228 0.1% – – 53 170 – – 5 Coverage Lookup - MA 62,224 38.8% 2 80 12,894 47,219 44 42 1,943 Covered Services - MA 1,274 0.8% – 1 484 752 1 – 36 Eligibility Changes - MA 91 0.1% 41 49 1 Health Plans - MA 137 0.1% – 2 12 118 – – 5 Pregnant Women/Newborn - MA 155 0.1% 143 12 Program Information - MA 1,999 1.2% – 5 123 1,794 3 – 74 Provider Referral - MA 295 0.2% 34 240 21 Renewal App Assistance - MA 865 0.5% 4 8 136 630 1 – 86 Spenddown - MA 83 0.1% 2 77 4 TPHI Inquiry - MA 105 0.1% – – 3 97 – – 5 MA Special Programs MA Premium Assistance Programs 22 0.0% 1 4 13 4 MA Special Populations 14 0.0% – – 4 7 – – 3 Material Requests Bulk Mail Request 5 0.0% 5 Material Not Sent 94 0.1% 2 – 24 61 1 – 6 Material Request 2,250 1.4% 5 5 516 1,615 5 1 103 Material Sent 2,022 1.3% 3 5 454 1,476 4 1 79 Received in Error 1 0.0% 1 Medicare Application Assistance - MSP 29 0.0% – 1 10 13 – – 5 Program Information - MSP 163 0.1% 10 148 5 Program Information - Medicare 78 0.0% – – 16 58 – – 4 New Applicant/Eligibility Application Assistance - New 45 0.0% 5 39 1 Documentation Requirements 13 0.0% – – – 11 – – 2 Eligibility Questions 245 0.2% 1 8 22 201 13 Eligibility Screening 71 0.0% – – 1 67 – – 3 Presumptive Eligibility 4 0.0% 2 2 Outbound/Lang Line Language Line 147 0.1% – – 3 136 – – 8 Outbound Calls 19 0.0% 16 3 Referrals and Transfers Assistor 167 0.1% – 3 31 131 – – 2 DOH Policy Line - DME 558 0.3% 115 426 17 DOH Policy Line - Dental 522 0.3% 1 – 132 360 – – 29 DOH Policy Line - OOS 199 0.1% 40 133 26 DOH Policy Line - Pharmacy 956 0.6% 1 – 243 683 1 – 28 Food Stamp 4,213 2.6% 10 1,391 2,729 4 3 76 Fraud Line/OMIG 196 0.1% – – 42 149 – – 5 HRA 11,235 7.0% 5 2,674 8,344 8 3 201 Health Plans 5,862 3.7% – 234 1,230 4,225 10 2 161 Internal Transfer 33,179 20.7% 4 398 9,428 22,421 12 74 842 LDSS 11,849 7.4% – 10 2,862 8,614 5 17 341 Medicaid Choice 2,452 1.5% 7 558 1,835 3 49 Other 5,079 3.2% – 19 1,334 3,586 6 – 134 Qualified Entities 50 0.0% 2 5 37 6 Restricted Recipient Program 158 0.1% – – 37 109 – – 12 Transportation 1,583 1.0% 1 460 1,065 1 56 Specialized Unit Good Cause Exemption Request 782 0.5% – – 86 632 – – 64 Good Cause Program Information 218 0.1% 214 4 Newborn Program Information 1,263 0.8% – – 169 1,062 1 – 31 Presumptive Eligibility Req 79 0.0% 8 64 7 TOTAL 160,509 100.0% 26 1,064 36,715 117,196 115 143 5,250 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 12/1/2014 12:42 PMPeriod: 12/01/2014 to 12/31/2014
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Authentication 492 0.3% 14 452 4 22 Authorized Rep 31 0.0% – – 8 21 – – 2 Healthcare Proxy 3 0.0% 1 2 Child Health Plus Billing Issue - CHP 7 0.0% – – 1 2 – – 4 CHPlus to MA Conversion-Elig 5 0.0% 1 1 3 Coverage Lookup - CHP 32 0.0% – 9 3 17 – – 3 Covered Services - CHP 14 0.0% 3 5 5 1 Eligibility Changes - CHP 32 0.0% – 17 2 7 – – 6 Excepted Coverage 3 0.0% 1 1 1 Health Plan Complaint 2 0.0% – – – – – – 2 Health Plans - CHP 37 0.0% 14 3 19 1 Premium Contribution Assist 6 0.0% – 1 3 1 – – 1 Presumptive Eligibility - CHP 7 0.0% 2 1 3 1 Program Information - CHP 379 0.2% – 244 29 95 1 – 10 Renewal App Assistance - CHP 11 0.0% 5 1 1 4 TPHI Inquiry - CHP 1 0.0% – – – – – – 1 Waiting Period 8 0.0% 6 1 1 Complaint Complaint 1,882 1.1% 1 6 239 1,520 1 – 115 FHP Member Benefit Card Questions - FHP 3 0.0% 2 1 Billing Issues - FHP 2 0.0% – – 1 – – – 1 Coverage Lookup - FHP 5 0.0% 3 1 1 Covered Services - FHP 3 0.0% – – 1 1 – – 1 Eligibility Changes - FHP 1 0.0% 1 Health Plans - FHP 9 0.0% – – 1 2 – – 6 Pregnant Women/Newborn - FHP 3 0.0% 3 Program Information - FHP 1 0.0% – – – – – – 1 Provider Referral - FHP 2 0.0% 2 Renewal App Assistance - FHP 7 0.0% – – 2 3 – – 2 TPHI Inquiry - FHP 1 0.0% 1 FPBP Application Assistance - FPBP 3 0.0% – – – 2 – – 1 Benefit Card Questions - FPBP 9 0.0% 7 2 Covered Services - FPBP 10 0.0% – – 1 7 – – 2 Presumptive Eligibility -FPBP 6 0.0% 2 1 3 Program Information - FPBP 13 0.0% – – 2 10 – – 1 Provider Referral - FPBP 5 0.0% 2 3 Provider Support - FPBP 4 0.0% – – – – – – 4 Renewal App Assistance - FPBP 2 0.0% 1 1 Fair Hearing-Agency Conf Agency Conference 6 0.0% – – – 3 – – 3 Fair Hearing Assistance 12 0.0% 11 1 Hangup/Disconnect Hangup/Disconnect 4,006 2.3% – 9 802 2,697 1 – 497 MA Member Benefit Card Questions - MA 1,794 1.0% 4 114 1,570 106 Billing Issues - MA 259 0.1% – 2 31 218 – – 8 Coverage Lookup - MA 69,050 38.8% 3 120 14,255 52,821 81 1 1,769 Covered Services - MA 869 0.5% – 1 166 661 – – 41 Eligibility Changes - MA 91 0.1% 42 45 4 Health Plans - MA 161 0.1% – – 16 130 – – 15 Pregnant Women/Newborn - MA 189 0.1% 3 170 16 Program Information - MA 2,412 1.4% – 6 120 2,209 3 – 74 Provider Referral - MA 331 0.2% 2 39 279 11 Renewal App Assistance - MA 720 0.4% 5 – 93 544 3 – 75 Spenddown - MA 73 0.0% 1 68 4 TPHI Inquiry - MA 90 0.1% – – – 82 – – 8 MA Special Programs Employer Buy-In 1 0.0% 1 FHP Premium Assistance 7 0.0% – – – 2 – – 5 MA Premium Assistance Programs 18 0.0% 5 9 4 MA Special Populations 9 0.0% – – – 6 – – 3 Material Requests Bulk Mail Request 16 0.0% 5 3 8 Material Not Sent 101 0.1% – – 27 67 – – 7 Material Request 2,512 1.4% 8 6 537 1,853 4 104 Material Sent 2,263 1.3% 8 6 469 1,693 4 – 83 Received in Error 4 0.0% 1 3 Medicare Application Assistance - MSP 34 0.0% – – 9 22 – – 3 Program Information - MSP 212 0.1% 14 189 9 Program Information - Medicare 81 0.0% – – 11 62 – – 8 New Applicant/Eligibility Application Assistance - New 49 0.0% 10 35 4 Documentation Requirements 11 0.0% – – 3 7 – – 1 Eligibility Questions 177 0.1% 7 18 140 12 Eligibility Screening 82 0.0% – 1 2 77 – – 2 Presumptive Eligibility 5 0.0% 1 3 1 Outbound/Lang Line Language Line 127 0.1% – – 8 110 – – 9 Outbound Calls 8 0.0% 1 6 1 Referrals and Transfers Assistor 179 0.1% – 2 31 144 – – 2 DOH Policy Line - DME 649 0.4% 1 147 490 1 10 DOH Policy Line - Dental 471 0.3% – 3 124 336 1 – 7 DOH Policy Line - OOS 218 0.1% 2 41 154 1 20 DOH Policy Line - Pharmacy 1,024 0.6% – 1 218 757 1 – 47 Food Stamp 3,981 2.2% 7 1,239 2,669 2 3 61 Fraud Line/OMIG 173 0.1% – – 33 134 – – 6 HRA 11,580 6.5% 14 2,834 8,572 6 1 153 Health Plans 7,100 4.0% 1 263 1,569 5,096 22 – 149 Internal Transfer 38,758 21.8% 1 493 10,658 26,922 51 3 630 LDSS 12,421 7.0% – 9 2,988 9,031 7 9 377 Medicaid Choice 2,684 1.5% 5 630 2,002 1 46 Other 5,986 3.4% 2 16 1,327 4,505 6 – 130 Qualified Entities 36 0.0% 3 28 5 Restricted Recipient Program 192 0.1% – – 30 148 – – 14 Transportation 1,589 0.9% 383 1,167 4 35 Specialized Unit Good Cause Exemption Request 738 0.4% – – 98 627 – – 13 Good Cause Program Information 12 0.0% 3 4 5 Newborn Program Information 1,301 0.7% – 1 164 1,093 1 – 42 Presumptive Eligibility Req 64 0.0% 7 51 6 TOTAL 177,977 100.0% 29 1,289 39,653 131,909 206 17 4,874 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 1/2/2015 12:42 PM
Period: 01/01/2015 to 01/31/2015
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Authentication 576 0.3% 1 11 550 14 Authorized Rep 65 0.0% – – 6 57 – – 2 Child Health Plus Billing Issue - CHP 8 0.0% 2 1 5 CHPlus to MA Conversion-Elig 2 0.0% – – 1 1 – – – Coverage Lookup - CHP 22 0.0% 5 3 9 5 Covered Services - CHP 13 0.0% – 4 4 5 – – – Eligibility Changes - CHP 5 0.0% 1 3 1 Excepted Coverage 1 0.0% – – – 1 – – – Health Plan Complaint 3 0.0% 2 1 Health Plans - CHP 30 0.0% – 13 1 15 – – 1 Premium Contribution Assist 14 0.0% 9 1 4 v Presumptive Eligibility - CHP 8 0.0% – 5 – 2 – – 1 Program Information - CHP 260 0.1% 166 17 72 1 4 Renewal App Assistance - CHP 4 0.0% – 2 – 2 – – – TPHI Inquiry - CHP 1 0.0% 1 Waiting Period 4 0.0% – 2 – 2 – – – Complaint Complaint 1,977 1.0% 3 256 1,607 2 109 FHP Member Coverage Lookup - FHP 6 0.0% – – – 5 – – 1 Eligibility Changes - FHP 3 0.0% 3 Pregnant Women/Newborn - FHP 1 0.0% – – – – – – 1 Program Information - FHP 3 0.0% 1 2 Provider Referral - FHP 1 0.0% – – – – – – 1 Renewal App Assistance - FHP 1 0.0% 1 TPHI Inquiry - FHP 1 0.0% – – – – – – 1 FPBP Application Assistance - FPBP 1 0.0% 1 Benefit Card Questions - FPBP 4 0.0% – – – 4 – – – Covered Services - FPBP 10 0.0% 10 Presumptive Eligibility -FPBP 1 0.0% – – – – – – 1 Program Information - FPBP 16 0.0% 16 Provider Referral - FPBP 6 0.0% – – 1 3 – – 2 Provider Support - FPBP 4 0.0% 1 3 Renewal App Assistance - FPBP 1 0.0% – – – 1 – – – Fair Hearing-Agency Conf Agency Conference 7 0.0% 1 4 2 Fair Hearing Assistance 18 0.0% – – 1 15 – – 2 Hangup/Disconnect Hangup/Disconnect 3,949 2.1% 3 7 880 2,564 1 494 MA Member Benefit Card Questions - MA 1,526 0.8% – 1 141 1,354 – – 30 Billing Issues - MA 251 0.1% 37 209 5 Coverage Lookup - MA 73,563 38.7% 1 96 14,512 57,045 76 3 1,830 Covered Services - MA 1,257 0.7% 1 302 918 36 Eligibility Changes - MA 107 0.1% – – 43 60 – – 4 Health Plans - MA 150 0.1% 1 1 9 132 7 Pregnant Women/Newborn - MA 147 0.1% – – 2 135 – – 10 Program Information - MA 3,334 1.8% 23 147 3,029 4 131 Provider Referral - MA 394 0.2% – – 46 338 – – 10 Renewal App Assistance - MA 524 0.3% 2 1 49 436 1 35 Spenddown - MA 85 0.0% – – 1 83 – – 1 TPHI Inquiry - MA 99 0.1% 1 96 2 Unspecified 1 0.0% – – – 1 – – – MA Special Programs Employer Buy-In 3 0.0% 1 2 FHP Premium Assistance 1 0.0% – – – 1 – – – MA Premium Assistance Programs 20 0.0% 7 11 2 MA Special Populations 25 0.0% – – 5 18 – – 2 Material Requests Bulk Mail Request 10 0.0% 5 2 3 Material Not Sent 135 0.1% – – 30 95 – – 10 Material Request 2,442 1.3% 9 5 489 1,826 2 1 110 Material Sent 2,147 1.1% 7 5 423 1,623 2 1 86 Medicare Application Assistance - MSP 34 0.0% 12 19 3 Program Information - MSP 221 0.1% – – 21 193 – – 7 Program Information - Medicare 94 0.0% 16 77 1 New Applicant/Eligibility Application Assistance - New 40 0.0% – 1 1 37 – – 1 Documentation Requirements 12 0.0% 11 1 Eligibility Questions 147 0.1% – 2 6 133 – – 6 Eligibility Screening 86 0.0% 2 3 80 1 Outbound/Lang Line Language Line 95 0.0% – – 8 84 – – 3 Outbound Calls 4 0.0% 4 Referrals and Transfers Assistor 226 0.1% – 1 45 159 1 – 20 DOH Policy Line - DME 710 0.4% 2 183 513 12 DOH Policy Line - Dental 592 0.3% – – 125 450 2 – 15 DOH Policy Line - OOS 309 0.2% 51 249 9 DOH Policy Line - Pharmacy 1,320 0.7% – 3 286 1,001 – – 30 Food Stamp 4,013 2.1% 7 1,252 2,671 2 81 Fraud Line/OMIG 165 0.1% – – 32 127 – – 6 HRA 12,966 6.8% 1 17 2,720 10,011 8 209 Health Plans 8,255 4.3% 2 229 1,663 6,191 18 – 152 Internal Transfer 40,331 21.2% 5 472 9,995 29,178 33 4 644 LDSS 13,322 7.0% – 9 2,927 10,099 10 – 277 Medicaid Choice 2,779 1.5% 3 679 2,056 2 39 Other 6,544 3.4% 1 18 1,182 5,171 4 – 168 Qualified Entities 38 0.0% 4 33 1 Restricted Recipient Program 194 0.1% – – 33 155 – – 6 Transportation 2,206 1.2% 4 471 1,672 1 58 Specialized Unit Good Cause Exemption Request 916 0.5% – – 102 764 – – 50 Good Cause Program Information 21 0.0% 3 14 4 Newborn Program Information 1,046 0.6% – – 170 850 1 – 25 Presumptive Eligibility Req 69 0.0% 10 58 1 TOTAL 190,002 100.0% 32 1,124 39,435 144,441 171 9 4,790 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 2/2/2015 12:42 PMPeriod: 02/01/2015 to 02/31/2015
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Authentication 647 0.4% 13 621 1 12 Authorized Rep 69 0.0% – – 18 48 – – 3 Healthcare Proxy 1 0.0% 1 Child Health Plus Billing Issue - CHP 10 0.0% – 6 1 3 – – – CHPlus to MA Conversion-Elig 3 0.0% 1 2 Coverage Lookup - CHP 19 0.0% – 6 3 10 – – – Covered Services - CHP 10 0.0% 7 2 1 Eligibility Changes - CHP 8 0.0% – 3 – 5 – – – Health Plan Complaint 2 0.0% 1 1 Health Plans - CHP 20 0.0% – 7 1 10 – – 2 Premium Contribution Assist 21 0.0% 13 1 7 Presumptive Eligibility - CHP 2 0.0% – – – 2 – – – Program Information - CHP 169 0.1% 103 20 41 5 Renewal App Assistance - CHP 3 0.0% – 2 1 – – – – Waiting Period 4 0.0% 2 2 Complaint Complaint 1,692 1.0% 2 1 204 1,411 4 – 70 FHP Member Coverage Lookup - FHP 4 0.0% 1 1 2 Covered Services - FHP 2 0.0% – – – 2 – – – Eligibility Changes - FHP 2 0.0% 1 1 Pregnant Women/Newborn - FHP 1 0.0% – – 1 – – – – Program Information - FHP 2 0.0% 2 Provider Referral - FHP 1 0.0% – – 1 – – – – FPBP Benefit Card Questions - FPBP 11 0.0% 11 Covered Services - FPBP 6 0.0% – – 1 5 – – – Presumptive Eligibility -FPBP 1 0.0% 1 Program Information - FPBP 18 0.0% – – – 18 – – – Provider Referral - FPBP 2 0.0% 1 1 Provider Support - FPBP 1 0.0% – – – – – – 1 Renewal App Assistance - FPBP 5 0.0% 2 2 1 Fair Hearing-Agency Conf Agency Conference 5 0.0% – – 2 2 – – 1 Fair Hearing Assistance 23 0.0% 1 19 3 Hangup/Disconnect Hangup/Disconnect 3,558 2.1% – 12 771 2,363 5 1 406 MA Member Benefit Card Questions - MA 1,303 0.8% 5 133 1,131 34 Billing Issues - MA 260 0.2% – 1 49 206 – – 4 Coverage Lookup - MA 65,374 38.3% 3 78 12,834 50,291 96 2,072 Covered Services - MA 1,262 0.7% – – 383 842 – – 37 Eligibility Changes - MA 128 0.1% 1 48 77 2 Health Plans - MA 63 0.0% – 1 2 58 – – 2 Pregnant Women/Newborn - MA 155 0.1% 6 146 3 Program Information - MA 2,992 1.8% – 11 136 2,736 2 – 107 Provider Referral - MA 440 0.3% 56 369 1 14 Renewal App Assistance - MA 391 0.2% – 1 45 337 – – 8 Spenddown - MA 104 0.1% 1 101 2 TPHI Inquiry - MA 124 0.1% – – 1 120 – – 3 MA Special Programs Employer Buy-In 1 0.0% 1 FHP Premium Assistance 3 0.0% – – 1 2 – – – MA Premium Assistance Programs 12 0.0% 2 9 1 MA Special Populations 30 0.0% – – 5 24 – – 1 Material Requests Bulk Mail Request 6 0.0% 1 2 3 Material Not Sent 87 0.1% – – 13 73 – – 1 Material Request 1,977 1.2% 2 3 398 1,482 92 Material Sent 1,780 1.0% 2 2 350 1,345 – – 81 Received in Error 2 0.0% 1 1 Medicare Application Assistance - MSP 28 0.0% – 1 5 12 – – 10 Program Information - MSP 202 0.1% 12 182 8 Program Information - Medicare 79 0.0% – 1 10 63 – – 5 New Applicant/Eligibility Application Assistance - New 31 0.0% 2 26 3 Documentation Requirements 10 0.0% – – 1 9 – – – Eligibility Questions 140 0.1% 4 7 116 13 Eligibility Screening 88 0.1% – 4 4 77 – – 3 Presumptive Eligibility 1 0.0% 1 Outbound/Lang Line Language Line 123 0.1% – – 13 106 – 1 3 Outbound Calls 7 0.0% 2 5 Referrals and Transfers Assistor 145 0.1% – 7 34 101 – – 3 DOH Policy Line - DME 598 0.4% 2 170 416 10 DOH Policy Line - Dental 570 0.3% – 1 165 396 – – 8 DOH Policy Line - OOS 307 0.2% 57 246 1 3 DOH Policy Line - Pharmacy 1,095 0.6% – 1 254 810 1 – 29 Food Stamp 3,466 2.0% 3 1,160 2,238 4 61 Fraud Line/OMIG 189 0.1% – – 35 141 – – 13 HRA 11,599 6.8% 7 2,401 8,978 5 208 Health Plans 6,406 3.8% – 177 1,257 4,788 4 – 180 Internal Transfer 38,089 22.3% 9 475 9,515 27,421 41 2 626 LDSS 12,521 7.3% – 8 2,746 9,450 17 4 296 Medicaid Choice 2,369 1.4% 1 512 1,819 1 36 Other 5,913 3.5% – 21 1,072 4,628 9 – 183 Qualified Entities 20 0.0% 6 14 Restricted Recipient Program 160 0.1% – – 33 125 – – 2 Transportation 1,772 1.0% 3 446 1,247 4 72 Specialized Unit Good Cause Exemption Request 896 0.5% – – 105 674 – – 117 Good Cause Program Information 99 0.1% 26 66 7 Newborn Program Information 889 0.5% – – 216 663 – – 10 Presumptive Eligibility Req 47 0.0% 13 31 3 TOTAL 170,675 100.0% 18 982 35,789 128,795 196 8 4,887 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 3/3/2015 12:42 PMPeriod: 03/01/2015 to 03/31/2015
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Authentication 138 0.1% 1 132 1 4 Authorized Rep 29 0.0% – – 7 16 – – 6 Healthcare Proxy 187 0.1% 1 10 167 2 7 Child Health Plus Billing Issue - CHP 23 0.0% – 11 1 11 – – – CHPlus to MA Conversion-Elig 11 0.0% 3 3 5 Coverage Lookup - CHP 10 0.0% – 5 – 5 – – – Covered Services - CHP 20 0.0% 10 1 7 2 Eligibility Changes - CHP 18 0.0% – 4 – 14 – – – Health Plan Complaint 2 0.0% 2 Health Plans - CHP 28 0.0% – 10 – 17 – – 1 Program Information - CHP 225 0.1% 109 20 90 6 Renewal App Assistance - CHP 17 0.0% – 8 1 6 – – 2 Waiting Period 4 0.0% 1 2 1 Complaint Complaint 1,916 1.0% – 3 249 1,567 5 – 92 FHP Member Coverage Lookup - FHP 6 0.0% 1 5 Covered Services - FHP 3 0.0% – – – 2 – – 1 Program Information - FHP 4 0.0% 1 1 2 FPBP App/Renewal Assistance - FPBP 6 0.0% – – – – – – 6 Benefit Card Questions - FPBP 2 0.0% 2 Covered Services - FPBP 14 0.0% – – – 13 – – 1 Presumptive Eligibility -FPBP 3 0.0% 2 1 Program Information - FPBP 19 0.0% – – 2 17 – – – Provider Referral - FPBP 4 0.0% 1 1 2 Fair Hearing-Agency Conf Agency Conference 13 0.0% – – 3 9 – – 1 Fair Hearing Assistance 24 0.0% 2 21 1 Hangup/Disconnect Hangup/Disconnect 5,280 2.8% 1 8 1,135 3,564 9 3 560 MA Member Benefit Card Questions - MA 1,130 0.6% 9 153 951 1 16 Billing Issues - MA 396 0.2% – – 39 347 – – 10 Coverage Lookup - MA 71,601 38.0% 5 93 13,711 55,066 117 2 2,607 Covered Services - MA 1,428 0.8% – – 104 1,224 2 – 98 Eligibility Changes - MA 223 0.1% 82 138 3 Health Plans - MA 148 0.1% – – 11 127 – – 10 Pregnant Women/Newborn - MA 156 0.1% 10 136 10 Program Information - MA 2,088 1.1% 1 2 235 1,799 – – 51 Provider Referral - MA 558 0.3% 36 507 15 Renewal App Assistance - MA 464 0.2% 1 – 52 388 1 – 22 Spenddown - MA 23 0.0% 23 TPHI Inquiry - MA 22 0.0% – – 2 16 – – 4 MA Special Programs FHP Premium Assistance 1 0.0% 1 MA Premium Assistance Programs 36 0.0% – – 6 24 1 – 5 MA Special Populations 56 0.0% 3 51 2 Material Requests Bulk Mail Request 2 0.0% – – 1 1 – – – Material Not Sent 95 0.1% 28 54 13 Material Request 2,195 1.2% 2 3 435 1,625 4 – 126 Material Sent 1,955 1.0% 2 3 373 1,475 4 98 Received in Error 2 0.0% – – – 2 – – – Medicare Application Assistance - MSP 45 0.0% 12 31 2 Program Information - MSP 233 0.1% – – 27 202 – – 4 Program Information - Medicare 100 0.1% 10 86 4 New Applicant/Eligibility Application Assistance - New 11 0.0% – – – 10 – – 1 Application Process Questions 41 0.0% 5 29 7 Eligibility Questions 95 0.1% – – 11 78 – – 6 Eligibility Screening 71 0.0% 1 4 63 3 Presumptive Eligibility 1 0.0% – – – 1 – – – Outbound/Lang Line Language Line 157 0.1% 23 128 1 5 Outbound Calls 4 0.0% – – 2 2 – – – Referrals and Transfers Assistor 198 0.1% 1 35 158 4 DOH Policy Line - DME 620 0.3% – 1 112 490 1 – 16 DOH Policy Line - Dental 730 0.4% 162 547 21 DOH Policy Line - OOS 397 0.2% – 1 80 307 – – 9 DOH Policy Line - Pharmacy 1,141 0.6% 212 892 1 36 Food Stamp 3,997 2.1% – 5 1,264 2,662 1 2 63 Fraud Line/OMIG 252 0.1% 54 188 10 HRA 12,060 6.4% – 4 1,941 9,819 10 – 286 Health Plans 6,536 3.5% 228 1,172 4,929 15 1 191 Internal Transfer 42,841 22.7% 12 476 8,130 33,056 39 2 1,126 LDSS 15,359 8.1% 18 3,308 11,533 19 34 447 Medicaid Choice 2,465 1.3% – – 399 1,467 2 – 597 Other 6,782 3.6% 2 13 1,132 5,388 12 235 Qualified Entities 27 0.0% – – 5 18 – – 4 Restricted Recipient Program 210 0.1% 37 152 21 Transportation 1,914 1.0% 1 4 381 1,452 2 – 74 Unspecified 1 0.0% 1 Specialized Unit Good Cause Exemption Request 974 0.5% – – 215 714 – – 45 Good Cause Program Information 19 0.0% 4 15 Newborn Program Information 742 0.4% – – 167 564 – – 11 Presumptive Eligibility Req 56 0.0% 5 51 TOTAL 188,664 100.0% 27 1,035 35,628 144,665 249 45 7,015 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 4/1/2015 12:42 PMPeriod: 04/01/2015 to 04/31/2015
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Healthcare Proxy 156 0.1% 3 11 130 12 Child Health Plus Billing Issue - CHP 42 0.0% – 12 – 19 – – 11 CHPlus to MA Conversion-Elig 14 0.0% 6 1 6 1 Covered Services - CHP 19 0.0% – 3 – 11 – – 5 Eligibility Changes - CHP 23 0.0% 5 2 14 2 Health Plans - CHP 36 0.0% 1 12 – 19 – – 4 Program Information - CHP 215 0.1% 100 20 72 23 Renewal App Assistance - CHP 21 0.0% – 9 3 7 – – 2 Waiting Period 4 0.0% 2 2 Complaint Complaint 2,084 1.1% – 4 183 1,774 3 – 120 FPBP App/Renewal Assistance - FPBP 13 0.0% 1 3 6 3 Benefit Card Questions - FPBP 3 0.0% – – – 3 – – – Covered Services - FPBP 15 0.0% 2 13 Presumptive Eligibility -FPBP 2 0.0% – – 1 1 – – – Program Information - FPBP 12 0.0% 1 11 Provider Referral - FPBP 7 0.0% – – 2 5 – – – Fair Hearing-Agency Conf Agency Conference 8 0.0% 2 6 Fair Hearing Assistance 29 0.0% – – 4 25 – – – Hangup/Disconnect Hangup/Disconnect 3,617 2.0% 6 783 2,336 5 1 486 MA Member Benefit Card Questions - MA 944 0.5% 1 1 121 792 – – 29 Billing Issues - MA 336 0.2% 1 28 297 10 Coverage Lookup - MA 66,083 36.2% 4 125 9,698 53,666 93 1 2,496 Covered Services - MA 1,185 0.6% 2 82 1,031 4 66 Eligibility Changes - MA 182 0.1% – 1 86 92 – – 3 Health Plans - MA 247 0.1% 1 3 30 191 3 19 Pregnant Women/Newborn - MA 122 0.1% – – 7 108 – – 7 Program Information - MA 2,314 1.3% 6 295 1,929 1 83 Provider Referral - MA 490 0.3% – – 37 424 – – 29 Renewal App Assistance - MA 632 0.3% 2 11 75 501 1 42 MA Special Programs MA Premium Assistance Programs 33 0.0% – – 3 23 – – 7 MA Special Populations 84 0.0% 1 6 72 5 Material Requests Bulk Mail Request 3 0.0% – – 2 1 – – – Material Not Sent 56 0.0% 2 15 36 3 Material Request 2,067 1.1% 6 10 382 1,570 2 – 97 Material Sent 1,857 1.0% 6 8 326 1,437 2 78 Received in Error 1 0.0% – – 1 – – – – Medicare Application Assistance - MSP 26 0.0% 7 17 2 Program Information - MSP 210 0.1% – 1 17 185 – – 7 Program Information - Medicare 93 0.1% 12 78 3 New Applicant/Eligibility Application Process Questions 53 0.0% – – 3 47 – – 3 Eligibility Questions 107 0.1% 2 6 94 1 4 Eligibility Screening 74 0.0% 1 6 1 62 – – 4 Outbound/Lang Line Language Line 157 0.1% 9 143 5 Referrals and Transfers Assistor 158 0.1% – 1 19 136 – – 2 DOH Policy Line - DME 796 0.4% 1 107 660 28 DOH Policy Line - Dental 703 0.4% – – 102 589 1 – 11 DOH Policy Line - OOS 418 0.2% 53 358 7 DOH Policy Line - Pharmacy 1,141 0.6% – – 129 989 – – 23 Food Stamp 4,716 2.6% 1 1,422 3,212 4 11 66 Fraud Line/OMIG 309 0.2% – – 56 246 – – 7 HRA 12,796 7.0% 4 1,675 10,731 9 8 369 Health Plans 6,556 3.6% – 176 861 5,287 21 – 211 Internal Transfer 41,608 22.8% 3 452 6,267 33,546 29 8 1,303 LDSS 16,169 8.9% – 6 2,380 13,323 19 21 420 Medicaid Choice 2,413 1.3% 407 1,948 1 57 Other 7,139 3.9% – 13 975 5,882 7 1 261 Provider Search 99 0.1% 5 14 65 15 Qualified Entities 16 0.0% – 1 7 8 – – – Restricted Recipient Program 195 0.1% 14 165 16 Transportation 1,864 1.0% – – 298 1,498 5 – 63 Specialized Unit Good Cause Exemption Request 874 0.5% 158 665 51 Good Cause Program Information 16 0.0% – – 1 14 – – 1 Newborn Program Information 728 0.4% 135 576 17 Presumptive Eligibility Req 54 0.0% – – 6 47 – – 1 TOTAL 182,444 100.0% 31 997 27,353 147,201 210 52 6,600 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 5/01/2015 12:42 PMPeriod: 05/01/2015 to 05/31/2015
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Healthcare Proxy 94 0.1% 1 1 89 3 Child Health Plus Billing Issue - CHP 10 0.0% – 5 3 2 – – – CHPlus to MA Conversion-Elig 7 0.0% 3 3 1 Covered Services - CHP 15 0.0% – 4 2 6 – – 3 Eligibility Changes - CHP 9 0.0% 2 3 4 Health Plans - CHP 20 0.0% – 5 1 13 – – 1 Program Information - CHP 131 0.1% 52 14 60 5 Renewal App Assistance - CHP 21 0.0% – 3 7 7 – – 4 Waiting Period 5 0.0% 3 1 1 Complaint Complaint 1,834 1.1% – – 146 1,630 3 – 55 FPBP App/Renewal Assistance - FPBP 13 0.0% 2 11 Benefit Card Questions - FPBP 4 0.0% – – 1 1 – – 2 Covered Services - FPBP 6 0.0% 5 1 Presumptive Eligibility -FPBP 2 0.0% – – – 2 – – – Program Information - FPBP 16 0.0% 3 11 2 Provider Referral - FPBP 3 0.0% – – 1 2 – – – Fair Hearing-Agency Conf Agency Conference 12 0.0% 7 5 Fair Hearing Assistance 23 0.0% – – 4 12 – – 7 Hangup/Disconnect Hangup/Disconnect 3,933 2.3% 2 1 620 2,826 3 481 MA Member Benefit Card Questions - MA 923 0.5% – 4 144 765 – – 10 Billing Issues - MA 236 0.1% 28 201 7 Coverage Lookup - MA 59,925 35.4% – 107 8,194 50,197 83 – 1,344 Covered Services - MA 1,125 0.7% 94 892 3 136 Eligibility Changes - MA 139 0.1% – – 69 62 – – 8 Health Plans - MA 130 0.1% 2 14 108 6 Pregnant Women/Newborn - MA 103 0.1% – – 8 92 – – 3 Program Information - MA 1,962 1.2% 13 176 1,710 63 Provider Referral - MA 333 0.2% 1 2 50 252 – – 28 Renewal App Assistance - MA 542 0.3% 1 54 474 3 10 MA Special Programs MA Premium Assistance Programs 17 0.0% – – 7 9 – – 1 MA Special Populations 62 0.0% 10 45 7 Material Requests Bulk Mail Request 15 0.0% – – 5 5 – – 5 Material Not Sent 68 0.0% 1 17 46 4 Material Request 1,762 1.0% 4 – 304 1,388 1 1 64 Material Sent 1,580 0.9% 3 261 1,266 1 1 48 Medicare Application Assistance - MSP 15 0.0% – – 6 7 – – 2 Program Information - MSP 163 0.1% 27 130 6 Program Information - Medicare 59 0.0% – – 12 44 – – 3 New Applicant/Eligibility Application Process Questions 35 0.0% 5 28 2 Eligibility Questions 72 0.0% – – 6 61 – – 5 Eligibility Screening 41 0.0% 3 1 35 2 Outbound/Lang Line Language Line 187 0.1% – 1 18 156 – – 12 Outbound Calls 19 0.0% 15 3 1 Referrals and Transfers Assistor 117 0.1% – 1 19 93 – 2 2 DOH Policy Line - DME 793 0.5% 1 100 676 16 DOH Policy Line - Dental 717 0.4% – – 94 611 – – 12 DOH Policy Line - OOS 491 0.3% 54 435 2 DOH Policy Line - Pharmacy 1,087 0.6% – – 135 936 – – 16 Food Stamp 4,530 2.7% 1,197 3,261 5 12 55 Fraud Line/OMIG 223 0.1% – – 34 184 1 – 4 HRA 10,845 6.4% 1,543 9,121 9 3 169 Health Plans 6,561 3.9% – 137 797 5,470 27 – 130 Internal Transfer 39,212 23.2% 319 5,745 32,413 15 3 717 LDSS 14,105 8.3% – 7 2,050 11,751 20 18 259 Medicaid Choice 2,442 1.4% 2 413 1,988 4 35 Other 6,178 3.7% – 7 791 5,246 3 4 127 Provider Search 2,468 1.5% 7 2 479 1,788 9 2 181 Qualified Entities 31 0.0% – 2 12 17 – – – Restricted Recipient Program 256 0.2% 1 34 205 16 Transportation 1,729 1.0% – – 257 1,435 – – 37 Specialized Unit Good Cause Exemption Request 877 0.5% 148 667 62 Good Cause Program Information 14 0.0% – – – 6 – – 8 Newborn Program Information 685 0.4% 120 553 12 Presumptive Eligibility Req 43 0.0% – – 2 39 – – 2 TOTAL 169,075 100.0% 19 690 24,357 139,563 190 46 4,210 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 6/2/2015 01:30:00 PMPeriod: 06/01/2015 to 06/31/2015
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Healthcare Proxy 34 0.0% 5 27 2 Child Health Plus Billing Issue - CHP 16 0.0% – 7 – 7 – – 2 CHPlus to MA Conversion-Elig 20 0.0% 3 4 12 1 Covered Services - CHP 26 0.0% – 4 8 10 – – 4 Eligibility Changes - CHP 15 0.0% 1 1 10 3 Health Plans - CHP 19 0.0% – 5 1 10 – – 3 Program Information - CHP 253 0.1% 100 15 129 9 Renewal App Assistance - CHP 9 0.0% – 2 1 5 – – 1 Waiting Period 2 0.0% 2 Complaint Complaint 2,022 1.1% – 1 206 1,766 3 – 46 FPBP App/Renewal Assistance - FPBP 6 0.0% 2 2 2 Benefit Card Questions - FPBP 5 0.0% – – 1 1 – – 3 Covered Services - FPBP 14 0.0% 1 12 1 Program Information - FPBP 12 0.0% – – – 12 – – – Provider Referral - FPBP 5 0.0% 1 4 Fair Hearing-Agency Conf Agency Conference 5 0.0% – – 1 4 – – – Fair Hearing Assistance 19 0.0% 1 1 17 Hangup/Disconnect Hangup/Disconnect 4,422 2.3% 2 6 800 3,142 10 1 461 MA Member Benefit Card Questions - MA 1,016 0.5% 205 798 13 Billing Issues - MA 343 0.2% – – 39 297 3 – 4 Coverage Lookup - MA 66,778 34.9% 104 9,116 56,197 117 3 1,241 Covered Services - MA 1,383 0.7% – – 133 1,188 4 – 58 Eligibility Changes - MA 167 0.1% 83 82 2 Health Plans - MA 111 0.1% – – 26 81 – – 4 Pregnant Women/Newborn - MA 161 0.1% 11 148 2 Program Information - MA 2,502 1.3% – 11 147 2,292 2 – 50 Provider Referral - MA 292 0.2% 47 226 19 Renewal App Assistance - MA 663 0.3% 1 – 90 559 1 – 12 MA Special Programs MA Premium Assistance Programs 35 0.0% 13 18 4 MA Special Populations 65 0.0% – – 11 47 – – 7 Material Requests Bulk Mail Request 11 0.0% 3 6 2 Material Not Sent 62 0.0% – – 14 43 – – 5 Material Request 2,396 1.3% 2 1 419 1,872 1 1 100 Material Sent 2,148 1.1% 1 1 373 1,698 1 1 73 Medicare Application Assistance - MSP 38 0.0% 7 25 6 Program Information - MSP 220 0.1% – – 42 168 – – 10 Program Information - Medicare 102 0.1% 13 83 6 New Applicant/Eligibility Application Process Questions 56 0.0% – – 9 40 – – 7 Eligibility Questions 89 0.0% 1 4 7 74 3 Eligibility Screening 42 0.0% – 2 3 37 – – – Outbound/Lang Line Language Line 204 0.1% 16 183 5 Outbound Calls 53 0.0% – – 22 27 – – 4 Referrals and Transfers Assistor 123 0.1% 1 1 31 87 3 DOH Policy Line - DME 790 0.4% – – 152 631 1 – 6 DOH Policy Line - Dental 745 0.4% 2 110 628 1 4 DOH Policy Line - OOS 573 0.3% – – 97 471 – – 5 DOH Policy Line - Pharmacy 1,286 0.7% 1 198 1,077 10 Food Stamp 5,466 2.9% – – 1,536 3,859 6 30 35 Fraud Line/OMIG 239 0.1% 21 210 8 HRA 12,956 6.8% – 9 1,690 11,089 11 2 155 Health Plans 7,357 3.8% 2 118 901 6,194 20 122 Internal Transfer 43,597 22.8% 1 375 6,186 36,431 55 2 547 LDSS 15,812 8.3% 2 7 2,448 13,107 29 21 198 Medicaid Choice 2,675 1.4% 1 – 411 2,219 9 – 35 Other 6,629 3.5% 8 964 5,518 22 2 115 Provider Search 3,290 1.7% 2 2 611 2,555 2 – 118 Qualified Entities 19 0.0% 6 11 2 Restricted Recipient Program 218 0.1% – – 15 198 – – 5 Transportation 1,964 1.0% 3 280 1,641 3 37 Specialized Unit Good Cause Exemption Request 964 0.5% – – 162 760 – – 42 Good Cause Program Information 36 0.0% 9 24 3 Newborn Program Information 746 0.4% – – 142 582 – – 22 Presumptive Eligibility Req 52 0.0% 3 46 3 TOTAL 191,378 100.0% 16 780 27,869 158,699 301 63 3,650 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 7/1/2015 01:30:00 PMPeriod: 07/01/2015 to 07/31/2015
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Healthcare Proxy 16 0.0% 14 2 Child Health Plus Billing Issue - CHP 27 0.0% – 11 – 15 – – 1 CHPlus to MA Conversion-Elig 22 0.0% 3 3 15 1 Covered Services - CHP 40 0.0% – 12 13 8 – – 7 Eligibility Changes - CHP 24 0.0% 5 7 10 2 Health Plans - CHP 30 0.0% – 9 4 12 – – 5 Program Information - CHP 231 0.1% 96 10 122 3 Renewal App Assistance - CHP 14 0.0% – 6 1 5 – – 2 Waiting Period 6 0.0% 2 2 2 Complaint Complaint 2,325 1.2% – – 230 2,009 – – 86 FPBP App/Renewal Assistance - FPBP 9 0.0% 1 6 2 Benefit Card Questions - FPBP 3 0.0% – – – 2 – – 1 Covered Services - FPBP 15 0.0% 12 3 Presumptive Eligibility -FPBP 1 0.0% – – – 1 – – – Program Information - FPBP 12 0.0% 3 7 2 Provider Referral - FPBP 5 0.0% – – – 5 – – – Fair Hearing-Agency Conf Agency Conference 9 0.0% 4 5 Fair Hearing Assistance 16 0.0% – – 7 9 – – – Hangup/Disconnect Hangup/Disconnect 4,247 2.3% 4 787 3,053 11 2 390 MA Member Benefit Card Questions - MA 962 0.5% – 1 159 791 – – 11 Billing Issues - MA 292 0.2% 53 236 3 Coverage Lookup - MA 67,835 36.1% 2 120 9,160 56,990 105 – 1,458 Covered Services - MA 687 0.4% 1 79 565 1 41 Eligibility Changes - MA 168 0.1% – – 68 97 2 – 1 Health Plans - MA 95 0.1% 30 52 13 Pregnant Women/Newborn - MA 168 0.1% – – 10 154 – – 4 Program Information - MA 2,222 1.2% 7 116 2,070 29 Provider Referral - MA 227 0.1% – – 44 168 – – 15 Renewal App Assistance - MA 839 0.4% 2 3 130 679 1 24 MA Special Programs MA Premium Assistance Programs 23 0.0% – – 5 17 – – 1 MA Special Populations 60 0.0% 11 46 3 Material Requests Bulk Mail Request 9 0.0% – – 3 5 – – 1 Material Not Sent 62 0.0% 1 14 42 5 Material Request 2,249 1.2% 1 1 361 1,793 2 1 90 Material Sent 1,984 1.1% 1 317 1,591 2 1 72 Received in Error 6 0.0% – – – 1 – – 5 Medicare Application Assistance - MSP 27 0.0% 6 16 5 Program Information - MSP 239 0.1% – – 45 189 – – 5 Program Information - Medicare 75 0.0% 13 56 1 5 New Applicant/Eligibility Application Process Questions 49 0.0% – – 9 36 – – 4 Eligibility Questions 106 0.1% 3 12 89 2 Eligibility Screening 72 0.0% – 2 3 67 – – – Outbound/Lang Line Language Line 148 0.1% 27 119 2 Outbound Calls 66 0.0% 1 – 3 59 – – 3 Referrals and Transfers Assistor 159 0.1% 5 29 124 1 DOH Policy Line - DME 757 0.4% – 1 137 598 2 – 19 DOH Policy Line - Dental 697 0.4% 134 559 4 DOH Policy Line - OOS 544 0.3% – – 59 480 1 – 4 DOH Policy Line - Pharmacy 1,095 0.6% 4 191 883 17 Food Stamp 5,346 2.8% – 1 1,570 3,722 4 10 39 Fraud Line/OMIG 284 0.2% 38 242 2 2 HRA 13,135 7.0% – 3 1,596 11,368 12 – 156 Health Plans 6,817 3.6% 2 142 759 5,798 17 1 98 Internal Transfer 42,623 22.7% 1 463 5,519 36,078 40 – 522 LDSS 14,379 7.6% 6 2,339 11,800 28 13 193 Medicaid Choice 2,565 1.4% – – 451 2,062 7 – 45 Other 6,780 3.6% 2 7 980 5,665 8 3 115 Provider Search 3,438 1.8% – 5 734 2,577 9 – 113 Qualified Entities 43 0.0% 1 7 30 5 Restricted Recipient Program 192 0.1% – – 19 166 – – 7 Transportation 1,930 1.0% 1 297 1,572 3 57 Specialized Unit Good Cause Exemption Request 889 0.5% 3 – 182 569 – – 135 Good Cause Program Information 20 0.0% 5 12 3 Newborn Program Information 701 0.4% – – 106 567 – – 28 Presumptive Eligibility Req 49 0.0% 10 35 4 TOTAL 188,165 100.0% 15 926 26,910 156,147 257 32 3,878 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 8/3/2015 01:30:00 PMPeriod: 08/01/2015 to 08/31/2015
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Healthcare Proxy 19 0.0% 1 15 3 Child Health Plus Billing Issue - CHP 14 0.0% – 12 1 1 – – – CHPlus to MA Conversion-Elig 12 0.0% 6 3 1 2 Covered Services - CHP 38 0.0% – 20 12 3 – – 3 Eligibility Changes - CHP 20 0.0% 12 1 7 Health Plans - CHP 10 0.0% – 6 – 4 – – – Program Information - CHP 289 0.2% 135 20 128 1 5 Renewal App Assistance - CHP 17 0.0% – 12 – 5 – – – Waiting Period 2 0.0% 2 Complaint Complaint 2,439 1.4% – 2 297 2,048 3 – 89 FPBP App/Renewal Assistance - FPBP 9 0.0% 6 3 Benefit Card Questions - FPBP 1 0.0% – – – – – – 1 Covered Services - FPBP 10 0.0% 10 Program Information - FPBP 10 0.0% – – 1 9 – – – Provider Referral - FPBP 4 0.0% 2 1 1 Fair Hearing-Agency Conf Agency Conference 9 0.0% – – – 5 – – 4 Fair Hearing Assistance 11 0.0% 11 Hangup/Disconnect Hangup/Disconnect 3,598 2.1% – 4 687 2,584 4 – 319 MA Member Benefit Card Questions - MA 903 0.5% 136 754 13 Billing Issues - MA 231 0.1% – – 34 195 1 – 1 Coverage Lookup - MA 63,686 36.6% 3 107 9,263 52,839 72 6 1,396 Covered Services - MA 599 0.3% 2 2 72 488 1 – 34 Eligibility Changes - MA 148 0.1% 75 71 2 Health Plans - MA 57 0.0% – 3 21 31 – – 2 Pregnant Women/Newborn - MA 184 0.1% 7 171 6 Program Information - MA 1,982 1.1% – 8 105 1,824 2 – 43 Provider Referral - MA 167 0.1% 45 115 1 6 Renewal App Assistance - MA 831 0.5% 2 1 77 731 1 – 19 MA Special Programs MA Premium Assistance Programs 21 0.0% 7 12 2 MA Special Populations 59 0.0% – – 6 49 – – 4 Material Requests Bulk Mail Request 19 0.0% 5 8 6 Material Not Sent 44 0.0% – 1 4 36 – – 3 Material Request 2,444 1.4% 3 8 408 1,809 4 212 Material Sent 1,933 1.1% 1 5 310 1,565 2 – 50 Received in Error 2 0.0% 1 1 Medicare Application Assistance - MSP 24 0.0% – – 5 18 – – 1 Program Information - MSP 185 0.1% 1 33 148 3 Program Information - Medicare 84 0.0% – – 12 69 – – 3 New Applicant/Eligibility Application Process Questions 49 0.0% 1 5 41 2 Eligibility Questions 131 0.1% – 1 10 110 1 – 9 Eligibility Screening 51 0.0% 1 1 46 1 2 Outbound/Lang Line Language Line 116 0.1% – – 17 96 1 – 2 Outbound Calls 168 0.1% 7 146 15 Referrals and Transfers Assistor 102 0.1% – 4 32 66 – – – DOH Policy Line - DME 651 0.4% 118 519 2 12 DOH Policy Line - Dental 307 0.2% – – 95 206 – 1 5 DOH Policy Line - OOS 360 0.2% 65 285 10 DOH Policy Line - Pharmacy 943 0.5% – – 151 782 – – 10 Food Stamp 4,790 2.8% 1,574 3,154 10 12 40 Fraud Line/OMIG 183 0.1% – – 27 150 – – 6 HRA 11,490 6.6% 1,675 9,661 10 144 Health Plans 6,431 3.7% – 124 909 5,277 12 – 109 Internal Transfer 39,450 22.7% 421 6,117 32,478 35 399 LDSS 13,289 7.6% 1 8 2,562 10,519 13 7 179 Medicaid Choice 2,387 1.4% 3 415 1,932 3 34 Other 6,063 3.5% – 8 1,060 4,852 7 – 136 Provider Search 3,347 1.9% 3 5 700 2,506 5 128 Qualified Entities 18 0.0% – – 1 15 – – 2 Restricted Recipient Program 157 0.1% 23 127 7 Transportation 1,839 1.1% – – 387 1,418 3 – 31 Specialized Unit Good Cause Exemption Request 721 0.4% 3 120 534 64 Good Cause Program Information 16 0.0% 1 – 1 11 – – 3 Newborn Program Information 755 0.4% 145 583 1 26 Presumptive Eligibility Req 27 0.0% – – 5 21 – – 1 TOTAL 173,956 100.0% 20 922 27,873 141,307 196 26 3,612 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 09/02/2015 01:30:00 PMPeriod: 09/01/2015 to 09/31/2015
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Healthcare Proxy 8 0.0% 1 7 Child Health Plus Billing Issue - CHP 32 0.0% – 20 6 6 – – – CHPlus to MA Conversion-Elig 11 0.0% 5 1 4 1 Covered Services - CHP 24 0.0% – 8 3 12 – – 1 Eligibility Changes - CHP 20 0.0% 4 1 13 2 Health Plans - CHP 37 0.0% – 16 6 13 – – 2 Program Information - CHP 323 0.2% 142 27 147 7 Renewal App Assistance - CHP 22 0.0% – 8 2 11 – – 1 Waiting Period 2 0.0% 2 Complaint Complaint 2,533 1.5% – 1 315 2,110 1 – 106 FPBP App/Renewal Assistance - FPBP 17 0.0% 3 8 6 Benefit Card Questions - FPBP 1 0.0% – – – – – – 1 Covered Services - FPBP 8 0.0% 7 1 Presumptive Eligibility -FPBP 2 0.0% – – – 1 – – 1 Program Information - FPBP 10 0.0% 2 7 1 Provider Referral - FPBP 4 0.0% – – – 3 – – 1 Fair Hearing-Agency Conf Agency Conference 7 0.0% 1 3 3 Fair Hearing Assistance 13 0.0% – – 1 11 – – 1 Hangup/Disconnect Hangup/Disconnect 3,617 2.1% 2 561 2,694 8 2 350 MA Member Benefit Card Questions - MA 819 0.5% – – 135 672 – – 12 Billing Issues - MA 210 0.1% 48 157 5 Coverage Lookup - MA 64,951 37.4% 1 127 9,083 54,408 52 5 1,275 Covered Services - MA 625 0.4% 1 83 521 20 Eligibility Changes - MA 112 0.1% – 1 59 51 – – 1 Health Plans - MA 78 0.0% 5 18 51 4 Pregnant Women/Newborn - MA 230 0.1% – 1 9 215 – – 5 Program Information - MA 2,100 1.2% 7 149 1,904 4 36 Provider Referral - MA 160 0.1% – 1 37 114 – – 8 Renewal App Assistance - MA 849 0.5% 4 1 95 720 6 23 MA Special Programs MA Premium Assistance Programs 32 0.0% – – 5 27 – – – MA Special Populations 53 0.0% 10 43 Material Requests Bulk Mail Request 8 0.0% – – 4 3 – – 1 Material Not Sent 80 0.0% 2 5 67 1 5 Material Request 2,545 1.5% 1 3 362 2,056 5 – 118 Material Sent 2,210 1.3% 1 1 310 1,821 4 73 Medicare Application Assistance - MSP 24 0.0% – – 9 15 – – – Program Information - MSP 134 0.1% 22 112 Program Information - Medicare 73 0.0% – – 13 58 – – 2 New Applicant/Eligibility Application Process Questions 66 0.0% 1 19 42 4 Eligibility Questions 88 0.1% – 1 10 67 – – 10 Eligibility Screening 56 0.0% 1 1 53 1 Outbound/Lang Line Language Line 86 0.0% – – 26 56 – – 4 Outbound Calls 73 0.0% 7 62 4 Referrals and Transfers Assistor 105 0.1% – 6 26 73 – – – DOH Policy Line - DME 652 0.4% 99 525 1 27 DOH Policy Line - Dental 245 0.1% – – 56 186 – – 3 DOH Policy Line - OOS 304 0.2% 45 258 1 DOH Policy Line - Pharmacy 936 0.5% – – 119 798 – – 19 Food Stamp 4,117 2.4% 6 1,335 2,708 1 67 Fraud Line/OMIG 191 0.1% – – 26 161 – – 4 HRA 11,140 6.4% 4 1,540 9,489 3 104 Health Plans 6,251 3.6% – 98 823 5,243 10 – 77 Internal Transfer 39,159 22.6% 4 380 6,009 32,292 29 445 LDSS 12,646 7.3% – 8 2,125 10,321 17 4 171 Medicaid Choice 2,455 1.4% 468 1,947 7 33 Other 6,058 3.5% – 5 1,000 4,947 3 – 103 Provider Search 3,177 1.8% 2 3 607 2,472 4 89 Qualified Entities 17 0.0% – – 2 13 – – 2 Restricted Recipient Program 140 0.1% 36 104 Transportation 1,849 1.1% – – 305 1,509 1 – 34 Specialized Unit Good Cause Exemption Request 909 0.5% 191 620 98 Good Cause Program Information 17 0.0% – – 2 11 – – 4 Newborn Program Information 683 0.4% 154 503 26 Presumptive Eligibility Req 77 0.0% – – 16 53 – – 8 TOTAL 173,481 100.0% 13 869 26,433 142,585 156 12 3,413 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 10/02/2015 01:30:00 PMPeriod: 10/01/2015 to 10/31/2015
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Healthcare Proxy 22 0.0% 2 17 3 Child Health Plus Billing Issue - CHP 24 0.0% – 7 5 11 1 – – CHPlus to MA Conversion-Elig 19 0.0% 6 1 11 1 Covered Services - CHP 21 0.0% – 6 2 12 – – 1 Eligibility Changes - CHP 16 0.0% 8 7 1 Health Plans - CHP 34 0.0% – 15 13 2 – – 4 Program Information - CHP 270 0.2% 148 19 100 3 Renewal App Assistance - CHP 6 0.0% – – 1 5 – – – Waiting Period 4 0.0% 3 1 Complaint Complaint 2,544 1.5% – – 362 2,063 – – 119 FPBP App/Renewal Assistance - FPBP 4 0.0% 4 Benefit Card Questions - FPBP 2 0.0% – – 1 1 – – – Covered Services - FPBP 4 0.0% 1 3 Presumptive Eligibility -FPBP 1 0.0% – – – 1 – – – Program Information - FPBP 2 0.0% 2 Provider Referral - FPBP 2 0.0% – – 1 – – – 1 Fair Hearing-Agency Conf Agency Conference 5 0.0% 1 4 Fair Hearing Assistance 12 0.0% – – 1 10 – – 1 Hangup/Disconnect Hangup/Disconnect 3,880 2.4% 2 25 746 2,746 5 356 MA Member Benefit Card Questions - MA 596 0.4% – – 118 468 1 – 9 Billing Issues - MA 122 0.1% 1 36 77 1 7 Coverage Lookup - MA 61,462 37.3% 3 126 9,869 50,098 37 5 1,324 Covered Services - MA 649 0.4% 3 140 456 50 Eligibility Changes - MA 119 0.1% – – 73 39 – – 7 Health Plans - MA 167 0.1% 33 119 15 Pregnant Women/Newborn - MA 129 0.1% – – 16 111 – – 2 Program Information - MA 1,929 1.2% 1 18 133 1,720 2 55 Provider Referral - MA 179 0.1% – 1 65 97 – – 16 Renewal App Assistance - MA 730 0.4% 127 559 4 40 Unspecified 3 0.0% – – – 2 – – 1 MA Special Programs MA Premium Assistance Programs 43 0.0% 1 11 17 14 MA Special Populations 21 0.0% – – 11 8 – – 2 Unspecified 1 0.0% 1 Material Requests Bulk Mail Request 15 0.0% – – 12 2 – – 1 Material Not Sent 77 0.0% 1 20 53 3 Material Request 2,435 1.5% 1 3 395 1,947 4 – 85 Material Sent 2,145 1.3% 3 340 1,738 1 63 Medicare Application Assistance - MSP 30 0.0% – 1 5 15 – – 9 Program Information - MSP 128 0.1% 36 86 6 Program Information - Medicare 83 0.1% – – 19 56 – 1 7 New Applicant/Eligibility Application Process Questions 45 0.0% 19 26 Eligibility Questions 47 0.0% – 1 7 39 – – – Eligibility Screening 41 0.0% 1 38 2 Outbound/Lang Line Language Line 131 0.1% – – 80 43 – – 8 Outbound Calls 61 0.0% 26 26 9 Referrals and Transfers Assistor 164 0.1% 3 – 58 98 – – 5 DOH Policy Line - DME 531 0.3% 1 110 411 1 8 DOH Policy Line - Dental 271 0.2% – – 66 201 – – 4 DOH Policy Line - OOS 254 0.2% 40 209 1 4 DOH Policy Line - Pharmacy 841 0.5% – – 141 685 – – 15 Food Stamp 3,603 2.2% 1 1,118 2,407 1 76 Fraud Line/OMIG 201 0.1% – – 31 167 – – 3 HRA 10,345 6.3% 4 1,778 8,412 1 150 Health Plans 5,579 3.4% 2 93 870 4,499 10 – 105 Internal Transfer 35,918 21.8% 2 453 6,369 28,508 22 2 562 LDSS 13,226 8.0% – 3 2,370 10,591 14 1 247 Medicaid Choice 2,682 1.6% 1 491 2,147 5 38 Other 6,135 3.7% – 5 1,102 4,877 5 1 145 Provider Search 3,314 2.0% 1 8 735 2,447 3 1 119 Qualified Entities 23 0.0% – – 6 15 – – 2 Restricted Recipient Program 160 0.1% 37 115 8 Transportation 1,637 1.0% – – 263 1,266 4 – 104 Specialized Unit Good Cause Exemption Request 1,024 0.6% 187 740 97 Good Cause Program Information 10 0.0% – – 3 7 – – – Newborn Program Information 510 0.3% 137 344 29 Presumptive Eligibility Req 48 0.0% – – 9 35 – – 4 TOTAL 164,736 100.0% 18 943 28,669 131,021 123 11 3,951 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 11/03/2015 01:30:00 PMPeriod: 11/01/2015 to 11/31/2015
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Healthcare Proxy 7 0.0% 5 2 Child Health Plus Billing Issue - CHP 21 0.0% – 9 3 9 – – – CHPlus to MA Conversion-Elig 29 0.0% 5 2 20 2 Covered Services - CHP 39 0.0% – 10 4 24 – – 1 Eligibility Changes - CHP 21 0.0% 8 11 2 Health Plans - CHP 32 0.0% – 10 7 14 – – 1 Program Information - CHP 532 0.3% 307 26 184 15 Renewal App Assistance - CHP 18 0.0% – 3 – 14 – – 1 Waiting Period 7 0.0% 3 1 2 1 Complaint Complaint 2,630 1.7% 1 – 323 2,154 3 – 149 FPBP App/Renewal Assistance - FPBP 9 0.0% 2 7 Benefit Card Questions - FPBP 5 0.0% – – 3 2 – – – Covered Services - FPBP 3 0.0% 1 2 Program Information - FPBP 7 0.0% – – – 7 – – – Provider Referral - FPBP 2 0.0% 2 Fair Hearing-Agency Conf Agency Conference 10 0.0% – – 3 7 – – – Fair Hearing Assistance 9 0.0% 2 7 Hangup/Disconnect Hangup/Disconnect 4,658 3.0% 1 20 720 3,431 1 8 477 MA Member Benefit Card Questions - MA 366 0.2% 37 323 6 Billing Issues - MA 107 0.1% – – 16 85 – – 6 Coverage Lookup - MA 62,389 39.6% 4 208 7,220 53,209 21 1,727 Covered Services - MA 819 0.5% 2 – 128 647 – – 42 Eligibility Changes - MA 52 0.0% 1 12 36 3 Health Plans - MA 146 0.1% – 1 20 108 1 – 16 Pregnant Women/Newborn - MA 126 0.1% 2 118 6 Program Information - MA 1,806 1.1% – 54 130 1,560 – – 62 Provider Referral - MA 113 0.1% 30 72 1 10 Renewal App Assistance - MA 429 0.3% 1 – 37 375 1 – 15 MA Special Programs MA Premium Assistance Programs 40 0.0% 3 32 5 MA Special Populations 12 0.0% – – 1 8 – – 3 Material Requests Bulk Mail Request 13 0.0% 1 12 Material Not Sent 64 0.0% – – 12 50 1 – 1 Material Request 1,965 1.2% 3 324 1,548 5 85 Material Sent 1,731 1.1% – 3 278 1,380 3 – 67 Received in Error 2 0.0% 1 1 Medicare Application Assistance - MSP 31 0.0% – – 4 21 – – 6 Program Information - MSP 152 0.1% 26 117 9 Program Information - Medicare 130 0.1% – – 37 88 1 – 4 New Applicant/Eligibility Application Process Questions 62 0.0% 23 35 4 Eligibility Questions 43 0.0% – 1 6 30 – – 6 Eligibility Screening 33 0.0% 1 2 26 4 Outbound/Lang Line Language Line 112 0.1% – 1 82 13 – – 16 Outbound Calls 29 0.0% 6 17 6 Referrals and Transfers Assistor 144 0.1% 2 4 34 101 – – 3 DOH Policy Line - DME 312 0.2% 50 253 9 DOH Policy Line - Dental 205 0.1% – – 47 156 – – 2 DOH Policy Line - OOS 203 0.1% 1 39 156 7 DOH Policy Line - Pharmacy 697 0.4% – – 92 593 – – 12 Food Stamp 3,565 2.3% 849 2,613 103 Fraud Line/OMIG 126 0.1% – – 12 112 – – 2 HRA 9,303 5.9% 4 802 8,322 3 172 Health Plans 5,708 3.6% 1 181 700 4,695 11 1 119 Internal Transfer 33,386 21.2% 4 865 4,015 27,641 49 812 LDSS 11,946 7.6% – 10 1,544 10,112 2 2 276 Medicaid Choice 2,049 1.3% 204 1,811 34 Other 4,999 3.2% – 7 680 4,146 2 3 161 Provider Search 2,953 1.9% 3 2 569 2,265 4 1 109 Qualified Entities 32 0.0% – – 11 19 – – 2 Restricted Recipient Program 108 0.1% 17 89 2 Transportation 1,384 0.9% 2 – 172 1,152 – – 58 Specialized Unit Good Cause Exemption Request 1,071 0.7% 2 206 783 80 Good Cause Program Information 32 0.0% – – – 16 – – 16 Newborn Program Information 387 0.2% 60 308 19 Presumptive Eligibility Req 30 0.0% – – 4 25 – – 1 TOTAL 157,451 100.0% 25 1,722 19,640 131,180 108 16 4,760 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 12/02/2015 01:30:00 PMPeriod: 12/01/2015 to 12/31/2015
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Healthcare Proxy 23 0.0% 3 20 Child Health Plus Billing Issue - CHP 22 0.0% – 9 1 11 – – 1 CHPlus to MA Conversion-Elig 11 0.0% 3 1 6 1 Covered Services - CHP 31 0.0% – 15 2 12 – – 2 Eligibility Changes - CHP 18 0.0% 4 1 10 3 Health Plans - CHP 31 0.0% – 14 5 9 – – 3 Program Information - CHP 698 0.4% 520 38 128 12 Renewal App Assistance - CHP 17 0.0% – 7 2 7 – – 1 Complaint Complaint 2,952 1.7% 1 5 306 2,497 4 2 137 FPBP App/Renewal Assistance - FPBP 5 0.0% – – 1 2 – – 2 Covered Services - FPBP 2 0.0% 1 1 Presumptive Eligibility -FPBP 7 0.0% – – – 6 – – 1 Program Information - FPBP 5 0.0% 5 Provider Referral - FPBP 1 0.0% – – – 1 – – – Fair Hearing-Agency Conf Agency Conference 15 0.0% 15 Fair Hearing Assistance 21 0.0% – – 1 20 – – – Hangup/Disconnect Hangup/Disconnect 3,691 2.1% 5 609 2,649 3 425 MA Member Benefit Card Questions - MA 358 0.2% – 2 24 322 – – 10 Billing Issues - MA 152 0.1% 28 112 12 Coverage Lookup - MA 72,443 41.7% 2 236 7,626 62,728 56 2 1,793 Covered Services - MA 698 0.4% 5 104 540 1 48 Eligibility Changes - MA 21 0.0% – – 1 19 – – 1 Health Plans - MA 103 0.1% 18 80 1 4 Pregnant Women/Newborn - MA 125 0.1% – – 5 116 – – 4 Program Information - MA 1,936 1.1% 35 107 1,713 11 3 67 Provider Referral - MA 139 0.1% – – 28 107 – – 4 Renewal App Assistance - MA 897 0.5% 1 2 77 788 1 28 Unspecified 1 0.0% – – – 1 – – – MA Special Programs MA Premium Assistance Programs 29 0.0% 1 8 18 2 MA Special Populations 17 0.0% – 1 5 10 – – 1 Material Requests Bulk Mail Request 1 0.0% 1 Material Not Sent 59 0.0% – 1 12 43 – – 3 Material Request 2,188 1.3% 7 6 436 1,651 6 82 Material Sent 1,948 1.1% 8 5 373 1,496 5 – 61 Medicare Application Assistance - MSP 30 0.0% 9 18 3 Program Information - MSP 166 0.1% – – 22 136 – – 8 Program Information - Medicare 132 0.1% 1 54 72 5 New Applicant/Eligibility Application Process Questions 71 0.0% – – 25 38 – – 8 Eligibility Questions 55 0.0% 12 30 1 12 Eligibility Screening 60 0.0% – – 15 35 – – 10 Outbound/Lang Line Language Line 24 0.0% 11 10 3 Outbound Calls 35 0.0% – – 14 11 – – 10 Referrals and Transfers Assistor 149 0.1% 1 2 19 113 2 1 11 DOH Policy Line - DME 334 0.2% – – 47 276 – – 11 DOH Policy Line - Dental 308 0.2% 27 249 32 DOH Policy Line - OOS 181 0.1% – 2 24 151 – – 4 DOH Policy Line - Pharmacy 841 0.5% 68 756 17 Food Stamp 3,594 2.1% – – 779 2,742 2 – 71 Fraud Line/OMIG 161 0.1% 22 139 HRA 9,612 5.5% 1 8 797 8,650 1 – 155 Health Plans 6,222 3.6% 192 776 5,082 17 155 Internal Transfer 36,807 21.2% 5 927 3,605 31,425 174 4 667 LDSS 12,072 6.9% 10 1,706 10,110 2 244 Medicaid Choice 2,185 1.3% – – 254 1,888 14 – 29 Other 5,911 3.4% 8 747 4,985 4 167 Provider Search 2,942 1.7% 4 3 541 2,236 3 – 155 Qualified Entities 37 0.0% 10 27 Restricted Recipient Program 111 0.1% – – 12 90 – – 9 Transportation 1,468 0.8% 183 1,260 1 24 Specialized Unit Good Cause Exemption Request 1,071 0.6% – 1 212 734 – – 124 Good Cause Program Information 13 0.0% 2 9 2 Newborn Program Information 479 0.3% – – 14 430 1 – 34 Presumptive Eligibility Req 12 0.0% 11 1 TOTAL 173,748 100.0% 32 2,028 19,830 146,856 309 13 4,680 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 01/05/2016 01:30:00 PM
Period: 01/01/2016 to 01/31/2016
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Healthcare Proxy 15 0.0% 6 6 3 Child Health Plus Billing Issue - CHP 28 0.0% – 18 3 6 – – 1 CHPlus to MA Conversion-Elig 13 0.0% 3 8 2 Covered Services - CHP 27 0.0% – 16 1 10 – – – Eligibility Changes - CHP 23 0.0% 10 12 1 Health Plans - CHP 37 0.0% – 15 – 19 – – 3 Program Information - CHP 232 0.1% 96 10 117 9 Renewal App Assistance - CHP 13 0.0% – 5 – 8 – – – Waiting Period 3 0.0% 3 Complaint Complaint 2,662 1.4% 1 1 305 2,264 2 – 89 FPBP App/Renewal Assistance - FPBP 7 0.0% 3 2 2 Benefit Card Questions - FPBP 4 0.0% – – 3 1 – – – Covered Services - FPBP 4 0.0% 1 3 Presumptive Eligibility -FPBP 1 0.0% – – 1 – – – – Program Information - FPBP 6 0.0% 3 2 1 Provider Referral - FPBP 3 0.0% – – 2 1 – – – Fair Hearing-Agency Conf Agency Conference 14 0.0% 1 12 1 Fair Hearing Assistance 20 0.0% – – 2 18 – – – Hangup/Disconnect Hangup/Disconnect 3,153 1.7% 6 539 2,183 1 1 423 MA Member Benefit Card Questions - MA 417 0.2% – 1 35 369 – – 12 Billing Issues - MA 166 0.1% 28 131 7 Coverage Lookup - MA 78,409 42.1% 2 132 7,581 68,743 31 1 1,919 Covered Services - MA 756 0.4% 3 129 581 43 Eligibility Changes - MA 57 0.0% – – 6 48 – – 3 Health Plans - MA 124 0.1% 4 39 77 4 Pregnant Women/Newborn - MA 163 0.1% – 4 15 137 – – 7 Program Information - MA 1,627 0.9% 39 118 1,419 1 50 Provider Referral - MA 176 0.1% 1 2 44 113 – – 16 Renewal App Assistance - MA 745 0.4% 2 1 78 641 1 22 MA Special Programs MA Premium Assistance Programs 33 0.0% – – 13 19 – – 1 MA Special Populations 17 0.0% 5 10 2 Material Requests Bulk Mail Request 6 0.0% – – 2 2 – – 2 Material Not Sent 79 0.0% 15 56 8 Material Request 2,190 1.2% 3 – 440 1,638 1 – 108 Material Sent 1,960 1.1% 3 366 1,511 1 79 Received in Error 1 0.0% – – 1 – – – – Medicare Application Assistance - MSP 31 0.0% 9 20 2 Program Information - MSP 182 0.1% – – 29 149 – – 4 Program Information - Medicare 132 0.1% 52 79 1 New Applicant/Eligibility Application Process Questions 77 0.0% – 2 11 60 – – 4 Eligibility Questions 50 0.0% 1 9 39 1 Eligibility Screening 48 0.0% – 1 – 47 – – – Outbound/Lang Line Language Line 14 0.0% 3 10 1 Outbound Calls 84 0.0% – – 41 38 – – 5 Referrals and Transfers Assistor 153 0.1% 2 39 108 4 DOH Policy Line - DME 370 0.2% – – 45 321 – – 4 DOH Policy Line - Dental 198 0.1% 25 154 19 DOH Policy Line - OOS 192 0.1% – – 30 150 – – 12 DOH Policy Line - Pharmacy 723 0.4% 69 634 20 Food Stamp 4,024 2.2% – 1 814 3,146 – – 63 Fraud Line/OMIG 124 0.1% 1 11 105 7 HRA 10,792 5.8% – – 967 9,663 2 – 160 Health Plans 6,315 3.4% 104 650 5,430 6 125 Internal Transfer 41,307 22.2% 2 352 3,416 36,784 29 – 724 LDSS 12,725 6.8% 9 1,813 10,668 1 1 233 Medicaid Choice 2,171 1.2% – – 226 1,908 1 – 36 Other 6,604 3.5% 6 805 5,602 5 186 Provider Search 3,563 1.9% 2 6 677 2,727 5 – 146 Qualified Entities 50 0.0% 10 35 5 Restricted Recipient Program 109 0.1% – – 13 87 – – 9 Transportation 1,710 0.9% 2 187 1,477 44 Specialized Unit Good Cause Exemption Request 993 0.5% – – 181 685 – – 127 Good Cause Program Information 7 0.0% 4 3 Newborn Program Information 436 0.2% – – 28 389 – – 19 Presumptive Eligibility Req 27 0.0% 2 17 8 TOTAL 186,402 100.0% 18 841 19,961 160,705 87 3 4,787 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 02/04/2016 01:30:00 PMPeriod: 02/01/2016 to 02/31/2016
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Healthcare Proxy 25 0.0% 15 9 1 Child Health Plus Billing Issue - CHP 23 0.0% – 10 3 9 – – 1 CHPlus to MA Conversion-Elig 10 0.0% 3 7 Covered Services - CHP 34 0.0% – 7 9 16 – – 2 Eligibility Changes - CHP 17 0.0% 10 2 4 1 Health Plans - CHP 29 0.0% – 7 5 16 – – 1 Program Information - CHP 123 0.1% 30 24 60 9 Renewal App Assistance - CHP 9 0.0% – 4 – 2 – – 3 Complaint Complaint 2,945 1.7% 2 392 2,432 119 FPBP App/Renewal Assistance - FPBP 6 0.0% – – 3 2 – – 1 Benefit Card Questions - FPBP 2 0.0% 2 Covered Services - FPBP 2 0.0% – – – 1 – – 1 Program Information - FPBP 4 0.0% 4 Provider Referral - FPBP 2 0.0% – – – 2 – – – Fair Hearing-Agency Conf Agency Conference 6 0.0% 5 1 Fair Hearing Assistance 16 0.0% – – 3 11 – – 2 Hangup/Disconnect Hangup/Disconnect 2,800 1.6% 1 2 468 1,945 2 1 381 MA Member Benefit Card Questions - MA 359 0.2% – – 27 317 – 3 12 Billing Issues - MA 153 0.1% 29 120 4 Coverage Lookup - MA 73,783 42.8% 2 128 8,373 63,388 17 4 1,871 Covered Services - MA 729 0.4% 4 2 141 542 40 Eligibility Changes - MA 37 0.0% – – 2 33 – – 2 Health Plans - MA 125 0.1% 5 22 97 1 Pregnant Women/Newborn - MA 126 0.1% – – 11 113 – 1 1 Program Information - MA 1,574 0.9% 1 24 157 1,323 1 68 Provider Referral - MA 175 0.1% – – 58 104 – – 13 Renewal App Assistance - MA 729 0.4% 1 57 644 27 MA Special Programs MA Premium Assistance Programs 33 0.0% – – 6 24 – – 3 MA Special Populations 23 0.0% 8 13 2 Material Requests Bulk Mail Request 9 0.0% – – 1 5 – – 3 Material Not Sent 90 0.1% 31 51 8 Material Request 2,402 1.4% 2 1 497 1,791 1 – 110 Material Sent 2,110 1.2% 2 1 399 1,631 77 Medicare Application Assistance - MSP 32 0.0% – – 18 10 – – 4 Program Information - MSP 145 0.1% 42 98 5 Program Information - Medicare 116 0.1% – – 54 54 – – 8 New Applicant/Eligibility Application Process Questions 87 0.1% 1 25 58 3 Eligibility Questions 62 0.0% – – 9 49 1 – 3 Eligibility Screening 52 0.0% 2 49 1 Outbound/Lang Line Language Line 18 0.0% – – 5 13 – – – Outbound Calls 62 0.0% 36 21 5 Referrals and Transfers Assistor 99 0.1% – – 25 63 – – 11 DOH Policy Line - DME 424 0.2% 69 346 2 7 DOH Policy Line - Dental 162 0.1% – – 33 120 – – 9 DOH Policy Line - OOS 197 0.1% 25 167 5 DOH Policy Line - Pharmacy 582 0.3% – – 72 503 1 – 6 Food Stamp 3,930 2.3% 862 3,001 67 Fraud Line/OMIG 206 0.1% – – 22 182 – – 2 HRA 9,757 5.7% 1,001 8,637 1 118 Health Plans 6,107 3.5% – 72 758 5,173 4 2 98 Internal Transfer 32,500 18.9% 2 239 2,976 28,756 9 1 517 LDSS 12,413 7.2% – 5 1,760 10,456 2 2 188 Medicaid Choice 2,385 1.4% 1 1 269 2,086 1 27 Other 7,277 4.2% 1 6 851 6,239 4 – 176 Provider Search 3,941 2.3% 5 2 771 2,996 167 Qualified Entities 32 0.0% – – 3 27 1 – 1 Restricted Recipient Program 131 0.1% 16 95 20 Transportation 1,610 0.9% 1 – 215 1,361 – 1 32 Unspecified 1 0.0% 1 Specialized Unit Good Cause Exemption Request 1,046 0.6% – – 89 822 – – 135 Good Cause Program Information 12 0.0% 1 10 1 Newborn Program Information 453 0.3% – – 19 400 – 2 32 Presumptive Eligibility Req 22 0.0% 4 17 1 TOTAL 172,371 100.0% 24 561 20,775 146,532 47 18 4,414 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 03/01/2016 01:30:00 PMPeriod: 03/01/2016 to 03/31/2016
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Healthcare Proxy 17 0.0% 5 6 6 Child Health Plus Billing Issue - CHP 26 0.0% – 9 7 5 – – 5 CHPlus to MA Conversion-Elig 30 0.0% 5 21 4 Covered Services - CHP 52 0.0% – 15 5 25 – – 7 Eligibility Changes - CHP 34 0.0% 7 7 18 2 Health Plans - CHP 45 0.0% – 27 3 12 – – 3 Program Information - CHP 185 0.1% 54 33 87 11 Renewal App Assistance - CHP 13 0.0% – 5 2 6 – – – Waiting Period 3 0.0% 2 1 Complaint Complaint 3,691 2.0% 2 2 463 3,041 3 1 179 FPBP App/Renewal Assistance - FPBP 9 0.0% 2 5 2 Benefit Card Questions - FPBP 2 0.0% – – 1 1 – – – Covered Services - FPBP 5 0.0% 5 Presumptive Eligibility -FPBP 2 0.0% – – – 1 – – 1 Program Information - FPBP 10 0.0% 7 3 Provider Referral - FPBP 4 0.0% – – – 2 – – 2 Fair Hearing-Agency Conf Agency Conference 13 0.0% 2 11 Fair Hearing Assistance 8 0.0% – – – 8 – – – Hangup/Disconnect Hangup/Disconnect 3,793 2.1% 8 917 2,171 45 652 MA Member Benefit Card Questions - MA 498 0.3% – – 31 457 1 – 9 Billing Issues - MA 292 0.2% 44 242 3 3 Coverage Lookup - MA 79,419 43.1% 6 118 9,835 67,113 134 10 2,203 Covered Services - MA 922 0.5% 2 134 755 1 30 Eligibility Changes - MA 53 0.0% – – 10 41 – – 2 Health Plans - MA 170 0.1% 1 41 105 23 Pregnant Women/Newborn - MA 110 0.1% – – 6 95 1 – 8 Program Information - MA 2,507 1.4% 35 268 2,090 1 113 Provider Referral - MA 197 0.1% – – 77 107 1 – 12 Renewal App Assistance - MA 995 0.5% 49 902 12 1 31 MA Special Programs MA Premium Assistance Programs 50 0.0% – – 10 40 – – – MA Special Populations 29 0.0% 8 20 1 Material Requests Bulk Mail Request 8 0.0% – – 3 5 – – – Material Not Sent 68 0.0% 17 47 4 Material Request 2,942 1.6% 1 2 625 2,200 5 – 109 Material Sent 2,644 1.4% 1 2 541 2,011 2 87 Received in Error 2 0.0% – – 2 – – – – Medicare Application Assistance - MSP 52 0.0% 24 26 2 Program Information - MSP 310 0.2% 1 – 71 231 – – 7 Program Information - Medicare 169 0.1% 2 65 90 12 New Applicant/Eligibility Application Process Questions 133 0.1% – – 24 108 1 – – Eligibility Questions 79 0.0% 5 72 2 Eligibility Screening 38 0.0% – – 4 30 – – 4 Outbound/Lang Line Language Line 231 0.1% 44 174 13 Outbound Calls 54 0.0% – – 26 17 – – 11 Referrals and Transfers Assistor 88 0.0% 32 49 1 6 DOH Policy Line - DME 469 0.3% – – 77 382 – 1 9 DOH Policy Line - Dental 121 0.1% 16 96 9 DOH Policy Line - OOS 283 0.2% – – 39 241 – – 3 DOH Policy Line - Pharmacy 600 0.3% 1 59 531 9 Food Stamp 3,844 2.1% – 1 906 2,870 – – 67 Fraud Line/OMIG 202 0.1% 22 169 11 HRA 9,842 5.3% – – 1,272 8,399 6 – 165 Health Plans 6,760 3.7% 4 82 1,002 5,497 40 135 Internal Transfer 30,401 16.5% 3 205 4,351 25,225 53 2 562 LDSS 13,065 7.1% 4 2,310 10,488 3 4 256 Medicaid Choice 2,071 1.1% – – 315 1,716 1 – 39 Other 7,847 4.3% 1 17 1,187 6,449 1 192 Provider Search 4,912 2.7% 7 6 1,064 3,648 5 – 182 Qualified Entities 50 0.0% 6 42 2 Restricted Recipient Program 173 0.1% – – 22 147 – – 4 Transportation 1,579 0.9% 251 1,281 1 46 Specialized Unit Good Cause Exemption Request 1,277 0.7% – – 46 1,042 – – 189 Good Cause Program Information 23 0.0% 3 15 5 Newborn Program Information 573 0.3% – – 28 515 – – 30 Presumptive Eligibility Req 11 0.0% 7 4 TOTAL 184,105 100.0% 29 607 26,421 151,220 274 66 5,488 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 04/04/2016 01:30:00 PMPeriod: 04/01/2016 to 04/31/2016
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Healthcare Proxy 5 0.0% 4 1 Child Health Plus Billing Issue - CHP 25 0.0% – 14 3 6 – – 2 CHPlus to MA Conversion-Elig 28 0.0% 1 27 Covered Services - CHP 50 0.0% – 13 6 28 – – 3 Eligibility Changes - CHP 27 0.0% 11 1 15 Health Plans - CHP 17 0.0% – 7 1 8 – – 1 Program Information - CHP 147 0.1% 61 11 71 4 Renewal App Assistance - CHP 16 0.0% – 10 – 3 – – 3 Complaint Complaint 2,908 1.8% 291 2,483 3 131 FPBP App/Renewal Assistance - FPBP 21 0.0% – – 9 9 – – 3 Benefit Card Questions - FPBP 2 0.0% 1 1 Covered Services - FPBP 2 0.0% – – 1 1 – – – Program Information - FPBP 7 0.0% 1 5 1 Provider Referral - FPBP 9 0.0% – – 5 3 – – 1 Fair Hearing-Agency Conf Agency Conference 16 0.0% 15 1 Fair Hearing Assistance 26 0.0% – – – 24 – – 2 Hangup/Disconnect Hangup/Disconnect 3,171 2.0% 7 405 2,183 2 82 492 MA Member Benefit Card Questions - MA 535 0.3% – 1 50 473 4 – 7 Billing Issues - MA 332 0.2% 50 273 4 2 3 Coverage Lookup - MA 69,342 43.7% – 148 4,883 61,899 318 61 2,033 Covered Services - MA 979 0.6% 3 67 850 4 55 Eligibility Changes - MA 47 0.0% – – 11 35 – – 1 Health Plans - MA 159 0.1% 2 2 38 105 6 6 Pregnant Women/Newborn - MA 212 0.1% – 2 27 150 10 – 23 Program Information - MA 2,159 1.4% 60 218 1,730 4 147 Provider Referral - MA 197 0.1% – – 59 107 – 1 30 Renewal App Assistance - MA 1,903 1.2% 99 1,632 84 12 76 Unspecified 3 0.0% – – – 3 – – – MA Special Programs MA Premium Assistance Programs 59 0.0% 18 40 1 MA Special Populations 23 0.0% – – 3 16 – – 4 Material Requests Bulk Mail Request 10 0.0% 4 4 2 Material Not Sent 65 0.0% – – 8 47 1 – 9 Material Request 2,422 1.5% 3 3 396 1,908 5 2 105 Material Sent 2,199 1.4% 2 2 348 1,773 4 2 68 Received in Error 2 0.0% 1 1 Medicare Application Assistance - MSP 29 0.0% – – 8 17 – – 4 Program Information - MSP 221 0.1% 43 169 9 Program Information - Medicare 131 0.1% – – 55 61 – – 15 New Applicant/Eligibility Application Process Questions 138 0.1% 1 36 98 1 2 Eligibility Questions 144 0.1% – – 4 132 1 – 7 Eligibility Screening 89 0.1% 2 84 3 Outbound/Lang Line Language Line 89 0.1% – – 24 58 – – 7 Outbound Calls 43 0.0% 13 28 2 Referrals and Transfers Assistor 99 0.1% 1 1 42 43 – – 12 DOH Policy Line - DME 346 0.2% 25 315 6 DOH Policy Line - Dental 70 0.0% – – 9 58 – – 3 DOH Policy Line - OOS 166 0.1% 17 142 7 DOH Policy Line - Pharmacy 473 0.3% – 1 32 430 – – 10 Food Stamp 3,274 2.1% 712 2,496 2 2 62 Fraud Line/OMIG 143 0.1% – – 12 121 – – 10 HRA 8,204 5.2% 1 670 7,334 19 1 179 Health Plans 5,782 3.6% 1 98 519 4,937 68 1 158 Internal Transfer 24,365 15.4% 2 294 2,058 21,191 155 3 662 LDSS 11,494 7.3% 2 6 1,105 10,083 4 5 289 Medicaid Choice 1,641 1.0% 1 3 119 1,482 2 2 32 Other 6,985 4.4% – 12 736 6,032 4 2 199 Provider Search 4,301 2.7% 2 4 770 3,328 6 3 188 Qualified Entities 26 0.0% – – 1 21 2 – 2 Restricted Recipient Program 138 0.1% 9 125 4 Transportation 1,398 0.9% – – 164 1,196 1 – 37 Specialized Unit Good Cause Exemption Request 1,061 0.7% 17 857 187 Good Cause Program Information 7 0.0% – – – 6 – – 1 Newborn Program Information 501 0.3% 8 464 29 Presumptive Eligibility Req 14 0.0% – – – 13 – – 1 TOTAL 158,497 100.0% 16 766 14,229 137,249 704 191 5,342 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 05/02/2016 01:30:00 PMPeriod: 05/01/2016 to 05/31/2016
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Healthcare Proxy 10 0.0% 4 6 Child Health Plus Billing Issue - CHP 29 0.0% – 17 7 5 – – – CHPlus to MA Conversion-Elig 17 0.0% 3 1 12 1 Covered Services - CHP 56 0.0% – 13 1 39 – – 3 Eligibility Changes - CHP 14 0.0% 5 2 6 1 Health Plans - CHP 14 0.0% – 8 2 4 – – – Program Information - CHP 170 0.1% 54 4 106 6 Renewal App Assistance - CHP 20 0.0% – 12 1 5 – – 2 Waiting Period 6 0.0% 1 1 3 1 Complaint Complaint 2,646 1.8% – – 215 2,349 5 1 76 FPBP App/Renewal Assistance - FPBP 16 0.0% 7 7 2 Covered Services - FPBP 6 0.0% – – 1 5 – – – Program Information - FPBP 6 0.0% 2 4 Provider Referral - FPBP 1 0.0% – – 1 – – – – Fair Hearing-Agency Conf Agency Conference 18 0.0% 1 17 Fair Hearing Assistance 12 0.0% – – 1 10 1 – – Hangup/Disconnect Hangup/Disconnect 3,072 2.1% 4 6 313 2,207 3 37 502 MA Member Benefit Card Questions - MA 628 0.4% 1 1 67 534 5 – 20 Billing Issues - MA 255 0.2% 43 186 6 1 19 Coverage Lookup - MA 65,665 44.0% 3 144 4,052 59,163 224 44 2,035 Covered Services - MA 1,062 0.7% 1 6 79 896 2 17 61 Eligibility Changes - MA 62 0.0% – 4 12 42 – – 4 Health Plans - MA 113 0.1% 1 33 66 1 12 Pregnant Women/Newborn - MA 255 0.2% – 2 46 188 8 – 11 Program Information - MA 2,120 1.4% 50 227 1,722 4 117 Provider Referral - MA 252 0.2% – 1 80 151 2 – 18 Renewal App Assistance - MA 1,555 1.0% 2 105 1,375 31 42 MA Special Programs MA Premium Assistance Programs 86 0.1% – – 24 56 – – 6 MA Special Populations 22 0.0% 2 17 3 Material Requests Bulk Mail Request 7 0.0% – – – 4 – – 3 Material Not Sent 92 0.1% 17 69 6 Material Request 2,823 1.9% 1 4 390 2,306 5 2 115 Material Sent 2,578 1.7% 1 4 328 2,145 5 2 93 Received in Error 1 0.0% – – – 1 – – – Medicare Application Assistance - MSP 35 0.0% 12 17 6 Program Information - MSP 181 0.1% – – 42 127 – – 12 Program Information - Medicare 114 0.1% 50 54 1 9 New Applicant/Eligibility Application Process Questions 223 0.1% – – 35 183 – 1 4 Eligibility Questions 94 0.1% 9 80 5 Eligibility Screening 74 0.0% – – 5 66 – – 3 Outbound/Lang Line Language Line 92 0.1% 11 79 2 Outbound Calls 24 0.0% – – 10 13 – – 1 Referrals and Transfers Assistor 57 0.0% 25 24 2 6 DOH Policy Line - DME 353 0.2% – – 26 324 – – 3 DOH Policy Line - Dental 106 0.1% 12 84 2 8 DOH Policy Line - OOS 209 0.1% – – 32 174 – – 3 DOH Policy Line - Pharmacy 392 0.3% 31 354 7 Food Stamp 3,229 2.2% 1 2 718 2,410 3 1 94 Fraud Line/OMIG 168 0.1% 23 140 5 HRA 7,296 4.9% 2 2 465 6,640 7 1 179 Health Plans 5,202 3.5% 3 82 364 4,524 79 2 148 Internal Transfer 22,272 14.9% 1 312 1,322 19,829 79 29 700 LDSS 10,685 7.2% 3 11 900 9,550 3 5 213 Medicaid Choice 1,435 1.0% 1 – 100 1,306 2 – 26 Other 6,177 4.1% 2 1 508 5,480 9 177 Provider Search 4,102 2.7% 3 7 642 3,288 3 3 156 Qualified Entities 31 0.0% 3 20 8 Restricted Recipient Program 140 0.1% – – 9 117 – – 14 Transportation 1,413 0.9% 146 1,224 43 Specialized Unit Good Cause Exemption Request 1,003 0.7% – – – 832 – – 171 Good Cause Program Information 19 0.0% 10 9 Newborn Program Information 451 0.3% – 2 7 413 – – 29 Presumptive Eligibility Req 22 0.0% 21 1 TOTAL 149,288 100.0% 27 757 11,576 131,083 489 149 5,207 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 06/01/2016 01:30:00 PMPeriod: 06/01/2016 to 06/31/2016
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Healthcare Proxy 9 0.0% 3 5 1 Child Health Plus Billing Issue - CHP 21 0.0% – 10 1 4 – – 6 CHPlus to MA Conversion-Elig 19 0.0% 1 1 16 1 Covered Services - CHP 39 0.0% – 5 5 29 – – – Eligibility Changes - CHP 15 0.0% 6 1 7 1 Health Plans - CHP 20 0.0% – 9 4 7 – – – Program Information - CHP 243 0.1% 75 12 152 4 Renewal App Assistance - CHP 12 0.0% – 2 3 7 – – – Waiting Period 1 0.0% 1 Complaint Complaint 2,923 1.8% – 1 349 2,449 5 – 119 FPBP App/Renewal Assistance - FPBP 20 0.0% 5 12 3 Benefit Card Questions - FPBP 3 0.0% – – – 3 – – – Covered Services - FPBP 7 0.0% 7 Presumptive Eligibility -FPBP 2 0.0% – – – 1 – – 1 Program Information - FPBP 8 0.0% 3 5 Provider Referral - FPBP 2 0.0% – – 1 1 – – – Fair Hearing-Agency Conf Agency Conference 24 0.0% 10 12 2 Fair Hearing Assistance 12 0.0% – – 2 10 – – – Hangup/Disconnect Hangup/Disconnect 3,784 2.3% 3 13 569 2,674 1 524 MA Member Benefit Card Questions - MA 709 0.4% – – 59 616 9 – 25 Billing Issues - MA 320 0.2% 47 252 9 12 Coverage Lookup - MA 70,919 43.7% – 163 7,056 61,875 207 27 1,591 Covered Services - MA 1,312 0.8% 5 122 1,109 15 61 Eligibility Changes - MA 68 0.0% – – 7 57 – – 4 Health Plans - MA 210 0.1% 1 54 119 1 2 33 Pregnant Women/Newborn - MA 283 0.2% – 1 34 228 10 – 10 Program Information - MA 2,451 1.5% 13 447 1,872 119 Provider Referral - MA 262 0.2% – 1 113 134 – – 14 Renewal App Assistance - MA 1,400 0.9% 1 83 1,237 40 1 38 MA Special Programs MA Premium Assistance Programs 90 0.1% – – 18 66 2 – 4 MA Special Populations 31 0.0% 5 25 1 Material Requests Bulk Mail Request 15 0.0% – – 3 9 – – 3 Material Not Sent 77 0.0% 1 22 49 1 4 Material Request 3,258 2.0% 1 6 541 2,604 4 3 99 Material Sent 2,977 1.8% 3 462 2,427 4 1 80 Received in Error 1 0.0% – – – 1 – – – Medicare Application Assistance - MSP 61 0.0% 22 38 1 Program Information - MSP 235 0.1% – – 53 171 – – 11 Program Information - Medicare 124 0.1% 1 48 70 5 New Applicant/Eligibility Application Process Questions 309 0.2% – 3 33 269 – – 4 Eligibility Questions 82 0.1% 3 16 62 1 Eligibility Screening 128 0.1% – 2 3 123 – – – Outbound/Lang Line Language Line 82 0.1% 14 65 3 Outbound Calls 36 0.0% – – 1 31 – – 4 Referrals and Transfers Assistor 60 0.0% 20 29 1 10 DOH Policy Line - DME 394 0.2% 1 – 36 345 – – 12 DOH Policy Line - Dental 83 0.1% 12 68 3 DOH Policy Line - OOS 217 0.1% – – 27 184 – – 6 DOH Policy Line - Pharmacy 372 0.2% 19 347 6 Food Stamp 3,522 2.2% – 1 949 2,515 1 1 55 Fraud Line/OMIG 169 0.1% 13 152 4 HRA 8,225 5.1% – 7 821 7,280 11 – 106 Health Plans 5,416 3.3% 1 75 556 4,634 52 98 Internal Transfer 24,673 15.2% 4 263 1,967 21,797 98 51 493 LDSS 10,995 6.8% 11 1,366 9,455 5 10 148 Medicaid Choice 1,326 0.8% – 5 172 1,127 1 3 18 Other 6,583 4.1% 12 887 5,549 4 131 Provider Search 4,389 2.7% 2 1 852 3,373 3 3 155 Qualified Entities 20 0.0% 8 10 2 Restricted Recipient Program 124 0.1% – – 9 106 – – 9 Transportation 1,560 1.0% 1 2 212 1,299 1 1 44 Specialized Unit Good Cause Exemption Request 1,129 0.7% – – 53 996 – – 80 Good Cause Program Information 73 0.0% 4 56 13 Newborn Program Information 480 0.3% – 1 32 432 – – 15 Presumptive Eligibility Req 48 0.0% 10 37 1 TOTAL 162,462 100.0% 14 703 18,257 138,701 467 121 4,199 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 07/06/2016 01:30:00 PMPeriod: 07/01/2016 to 07/31/2016
Call Type Call Sub-Type Activity
CountPercent
of Total
ActivitiesProgram Type Breakdown APTC CHPlus Combo Medicaid/
FHPQHP SHOP Unspec Authentication Healthcare Proxy 13 0.0% 6 6 1 Child Health Plus Billing Issue - CHP 32 0.0% – 15 – 15 – – 2 CHPlus to MA Conversion-Elig 17 0.0% 4 1 12 Covered Services - CHP 30 0.0% – 2 1 25 – – 2 Eligibility Changes - CHP 16 0.0% 5 3 7 1 Health Plans - CHP 18 0.0% – 8 3 7 – – – Program Information - CHP 272 0.2% 123 6 138 5 Renewal App Assistance - CHP 14 0.0% – 7 – 5 – – 2 Waiting Period 1 0.0% 1 Complaint Complaint 2,612 1.8% – 1 240 2,250 8 – 113 FPBP App/Renewal Assistance - FPBP 27 0.0% 1 16 10 Benefit Card Questions - FPBP 1 0.0% – – – 1 – – – Covered Services - FPBP 4 0.0% 4 Program Information - FPBP 8 0.0% – – 2 6 – – – Fair Hearing-Agency Conf Agency Conference 14 0.0% 3 10 1 Fair Hearing Assistance 10 0.0% – – 1 9 – – – Hangup/Disconnect Hangup/Disconnect 3,538 2.4% 7 7 579 2,482 1 462 MA Member Benefit Card Questions - MA 623 0.4% – 2 36 552 9 – 24 Billing Issues - MA 322 0.2% 1 28 275 6 12 Coverage Lookup - MA 64,271 43.2% 9 151 5,191 56,929 129 31 1,831 Covered Services - MA 1,187 0.8% 1 5 90 1,016 5 70 Eligibility Changes - MA 56 0.0% – 1 12 39 – 1 3 Health Plans - MA 146 0.1% 2 38 92 14 Pregnant Women/Newborn - MA 325 0.2% – 1 26 289 2 – 7 Program Information - MA 2,469 1.7% 2 33 430 1,887 1 116 Provider Referral - MA 237 0.2% – – 84 141 – – 12 Renewal App Assistance - MA 1,191 0.8% 3 46 1,097 9 1 35 MA Special Programs MA Premium Assistance Programs 67 0.0% – – 10 57 – – – MA Special Populations 18 0.0% 1 15 2 Material Requests Bulk Mail Request 10 0.0% – – 3 6 – – 1 Material Not Sent 73 0.0% 17 53 3 Material Request 3,081 2.1% 4 7 541 2,424 2 – 103 Material Sent 2,831 1.9% 3 7 471 2,271 1 78 Medicare Application Assistance - MSP 65 0.0% – – 19 41 – – 5 Program Information - MSP 283 0.2% 48 223 1 11 Program Information - Medicare 182 0.1% – – 74 101 – – 7 New Applicant/Eligibility Application Process Questions 223 0.1% 2 18 200 1 2 Eligibility Questions 50 0.0% – 1 10 36 – 1 2 Eligibility Screening 111 0.1% 1 1 96 13 Outbound/Lang Line Language Line 103 0.1% – – 24 68 – – 11 Outbound Calls 31 0.0% 2 2 20 7 Referrals and Transfers Assistor 71 0.0% – – 8 54 1 – 8 DOH Policy Line - DME 447 0.3% 45 395 7 DOH Policy Line - Dental 77 0.1% – – 7 60 – – 10 DOH Policy Line - OOS 172 0.1% 16 154 2 DOH Policy Line - Pharmacy 359 0.2% – – 24 323 – – 12 Food Stamp 3,326 2.2% 844 2,401 2 1 78 Fraud Line/OMIG 133 0.1% – 1 18 112 – – 2 HRA 7,634 5.1% 5 578 6,910 5 3 133 Health Plans 5,083 3.4% 1 81 434 4,372 58 – 137 Internal Transfer 23,010 15.5% 5 346 1,192 20,789 39 30 609 LDSS 10,142 6.8% 1 9 1,032 8,914 1 4 181 Medicaid Choice 1,216 0.8% 91 1,097 1 27 Other 5,936 4.0% – 4 665 5,090 1 – 176 Provider Search 3,572 2.4% 3 7 602 2,809 2 149 Qualified Entities 26 0.0% – – 4 19 – – 3 Restricted Recipient Program 105 0.1% 16 81 8 Transportation 1,351 0.9% – 1 166 1,146 – – 38 Specialized Unit Good Cause Exemption Request 919 0.6% 102 785 32 Good Cause Program Information 8 0.0% – – – 8 – – – Newborn Program Information 491 0.3% 28 448 15 Presumptive Eligibility Req 8 0.0% – – – 1 – – 7 TOTAL 148,668 100.0% 36 846 13,938 128,889 280 77 4,602 Description: This report shows a count of SWCC Inbound call activities logged into Siebel by call type and subtype.
Report Number: CC-203a
Time run: 08/02/2016 01:30:00 PM
