Annual Enrollment
October 1, 2026- October 15, 2026
What is wave 1?
31 days
What is the timing to report a qualifying status change?
Clear cookies and cache, close and open the browser
What are the most common troubleshooting steps
Retirees, Survivors, employees on an Unpaid Leave of Absence (LOA), COBRA participants, and LTD participants.
What are populations that may receive a direct bill following Annual Benefits Enrollment?
Phone Pin - OTC- FTU
What is how we secure a call?
CMPOI
What is the first event to run when processing a newly eligible enrollment event and adding a dependent?
Spouse, Common-Law Marriage, Domestic Partner, Children, Disabled children, Company couples, OAD
What are Eligible dependents?
My Benefits Resources, HR Connect, Workday, Flagscape
What are external tools used by Bank of America?
Medical, dental, vision, prepaid legal, all life insurance plans, LTD, and HFSA/LPFSA for Bridge to Retirement and COBRA participants only.
What are the types of plans eligible for DBP?
A security option available to ppts. who may have forgotten their phone pin and need to set up a new one.
What is Pin Reset?
What is PTO?
QSCBRT
What is the event fast path for QSC Adoption?
The number for Benefits Education Planning Center
What is Plan Contacts?
I not seeing my ABE 2027 Elections on my December 10th bill.
What is you made changes to your coverage after the bill generated on the 10th?
Remove this when we canot get the employee connected to Alis to enter the phone PIN or send a OTC
What is a bad address indicator?
(always making sure the address on file is correct)
A calculation used to determine level of medical benefits available and rate of premiums for BOA employees.
What is PYCC?
First of the Following Month
When will coverage begin (except with Birth/Adoption)
SFSVAD
What is the event to update an address for the eligible population?
ABE 2027 Portal > Calls to Take vs. Calls to Transfer > Direct Billing and Payment Calls.
What is the path to take if I want to know if I should handle a call about refunds?
When a caller has incorrect address on file and no ability to secure their call with the GHRSC to update their information and/or set up a PIN or Password via the self-service alternatives
What is the affidavit process?
New hire, increasing coverage more than 1 level during AE or QSC, moving from no coverage to any level during AE or QSC.
When is a statement of health required for spouse/dp life?
The Marketplace
What is the referral to obtain coverage when the caller is not eligible for a QSC?
Employee ID/ Person Number
What are things the Service Center never provides
(unless caller is terminated and the call is secured)
Care Portal > TBA accounts health& insurance > Inquiry > person information inq > Common status inquiry> Employment Status
What is the path to see the employee status?
Member is a Retiree/Wave 2 participant AND Member needs to enroll into ABE 2027 elections AND Member is facing authentication issues and is unable to secure the call AND Member meets ONE of the below issues: a) At least 2 Pin Reset attempts have been made B) Member is a repeat caller (2 calls a day/5 calls a week) for the same inquiry/issue C)Member is escalating due to insufficient time to complete enrollment by their window deadline D) Member is requiring an ID Affidavit
What is the Security Escalation Process