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NEW YORK STATE OF HEALTH

MAXIMUS

SWCC Inbound Call Activities

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

v
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     
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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

</
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