Covered CA conversation transcript

I've attached my lovely conversation with "Robert" below. Unfortunately he doesn't have an operator ID that I can use to complain about him, nor do I think it would help much.

 Robert: Hi, my name is Robert. How may I help you? 
 David Madison: I need my verification to go through so I can get on Medi-Cal 
 David Madison: I have submitted my income verification. There is nowhere to submit my proof of residency. 
 Robert: you can fax your documents to 888 329 3700 
 David Madison: So I uploaded a photo of my license to the income verification side. 
 David Madison: I do not have a fax. 
 Robert: you can mail to Covered California
P.O. Box 989725
West Sacramento, CA 95798-9725 
 David Madison: I called Friday and the agent said after I uploaded my proof of income/residency then I should call back and they could transfer me to Medi-Cal, but when I call now it won't put me in the queue. 
 David Madison: I HAVE UPLOADED THE DOCUMENTS. 
 David Madison: How do I get transferred to Medi-Cal? 
 David Madison: I have been waiting for health insurance since December. 
 Robert: ***** Summary *****
Medi-Cal Contact Info, Answer ID #760

***** Question *****

***** Answer *****
For information about applying for Medi-Cal, you can visit their website at http://www.medi-cal.ca.gov/default.asp or contact them via telephone at 1-800-541-5555.


Content Last Updated 06/05/2013

 David Madison: I asked if I could cal Medi-Cal directly 
 David Madison: And the agent told me that I needed to contact Covered CA because Medi-Cal would not have access to my application. 
 David Madison: Okay, simple question: How do I get my application approved at this point? 
 Robert: you will be contacted by MediCal when processing is complete regarding the status 
 David Madison: Where do I upload proof of residency? 
 David Madison: When will processing be complete? 
 Robert: you can submit documents from the eligibility page of your application 
 David Madison: WHERE. 
 David Madison: I click on "Submit Verification" 
 Robert: on the page it requests submit documents 
 David Madison: Under "Required documents" it only gives me the option to submit "Proof of Income" 
 Robert: you can mail documents to Covered California
P.O. Box 989725
West Sacramento, CA 95798-9725 
 David Madison: I don't have time to wait for mail. 
 David Madison: I need to get insurance. 
 David Madison: I am supposed to be able to upload them. 
 David Madison: Where can I do this? 
 Robert: you are covered with MediCal while they are processing your application 
 David Madison: How do I know or verify that? 
 David Madison: Under Eligibility it says:

Your application is pending. To receive benefits, you must do the following:
Proof of California Residency
Proof of Income
Submit Documents

I click on "Submit Documents" and it tells me I only need to submit documents for my residency. 

Do you understand that my application and/or the website is broken?

And how do I find out more about my supposed MediCal insurance? How can I go see a doctor? 
 Robert: When someone enrolls in a health insurance plan during open enrollment but after Jan. 1, 2014, will the effective date be Jan. 1, or is it subject to the actual enrollment date?

If you enroll in a Covered California plan before Dec. 15, 2013, you can be eligible to have coverage that starts on Jan. 1, 2014. You will also need to pay your share of the premium before January. During the last three months of the initial Covered California open-enrollment period (from Jan. 1, 2014, through March 31, 2014), an individual who submits a completed application, receives an eligibility determination and makes a plan selection by the 15th of each month will receive a coverage-effective date of the first day of the following month, as long as the person's full premium payment is received. For example, someone who has enrolled in a Covered California health insurance plan by Jan. 15, 2014, will have coverage beginning Feb. 1, 2014 if they pay their share of premium. 
 David Madison: I haven't paid any premium nor do I know what my payment would be if any or where it would go. I have absolutely no information regarding what coverage I might possibly have. I have NOTHING. My application is broken and nobody can give me any answers, except the last agent I talked to who said I just needed to upload the documents and then they could verify them and connect me with Medi-Cal. I asked if I could call Medi-Cal myself and she told me that they wouldn't have my application.

SO PLEASE HELP. 
 David Madison: Can you not verify my application? 
 David Madison: Can you not look at the documents right now and mark me as verified? 
 Robert: please call us to view your application 
 Robert: 800 300 1506 
 David Madison: THAT NUMBER IS NOT ACCEPTING CALLS. 
 David Madison: That's why I am here. 
 Robert: Thank you again for contacting us today. If you need help after this chat please call 1-888-975-1142, Monday through Friday, 8 a.m. to 8 p.m., Saturday, 8 a.m. to 6 p.m., and someone will be able to help you or contact us via chat again. 
 David Madison: WAIT 
 David Madison: PLEASE 
 David Madison: PLEASE WAIT. 
 David Madison: I called the number. It says that the phone lines are full and says goodbye and hangs up. 
 Robert: 8am is best 
 David Madison: I called at 9am. 
 David Madison: Can you not answer my questions? 
 David Madison: Can you not verify my application right now? 
 Robert: please call us to view your application 
 David Madison: Are you reading what I am typing? 
 David Madison: I cannot call. 
 David Madison: Your phone will not answer. 
 David Madison: You are giving me no options. 
 David Madison: I need health insurance. 
 Robert: you are covered by MediCal while your application is being processed 
 David Madison: How do I see a doctor? How do I find out my MediCal coverage? 
 David Madison: How do I even know what doctors I can see or what is paid for? 
 David Madison: How do I give a doctor my insurance information? 
 Robert: you will be reimbursed by MediCal for cost to see a doctor until your application is processed 
 David Madison: How? 
 David Madison: How do I file for reimbursement? How do I give a doctor my insurance information? 
 David Madison: What you are telling me doesn't make any sense. 
 Robert: ***** Summary *****
Medi-Cal, Answer ID #746

***** Question *****

***** Answer *****
Summary
Medi-Cal is California's version of the federal Medicaid program. It is free or low-cost health insurance for California residents who qualify. This program pays for a variety of physician services, resources and dental for children and adults with limited income (income at or below 200% of the federal poverty level). Beginning Jan. 1, 2014, California will expand Medi-Cal eligibility for some low-income adults.
Under federal law, consumers are not eligible to purchase a subsidized (plan which offers financial assistance) plan through Covered California if they are currently enrolled in or are eligible for Medi-Cal. Consumers are eligible for an unsubsidized (plan with no financial assistance) plan through Covered California if they are eligible for Medi-Cal. Consumers can still purchase a health insurance plan through Covered California, but they cannot receive premium assistance to reduce the cost.
Applying for Medi-Cal requires legally married couples to file jointly (household income) even if the family falls within the Family Affordability Glitch (when couples combined income exceed Medi-cal's income requirements.) When consumers complete a Covered California application, their eligibility for Medi-Cal will automatically be determined. Consumers can apply for Medi-Cal benefits regardless of their sex, race, religion, color, national origin, sexual orientation, maritalstatus, age, disability or veteran status. To find out more about Medi-Cal, please contact Medi-Cal directly at (800) 541-5555
Start Here
1. Identify consumer's request.
2. Select a choice below.
Choices




Content Last Updated 10/24/2013
***** Summary *****
Medi-Cal, Answer ID #746

***** Question *****

***** Answer *****
Summary
Medi-Cal is California's version of the federal Medicaid program. It is free or low-cost health insurance for California residents who qualify. This program pays for a variety of physician services, resources and dental for children and adults with limited income (income at or below 200% of the federal poverty level). Beginning Jan. 1, 2014, California will expand Medi-Cal eligibility for some low-income adults.
Under federal law, consumers are not eligible to purchase a subsidized (plan which offers financial assistance) plan through Covered California if they are currently enrolled in or are eligible for Medi-Cal. Consumers are eligible for an unsubsidized (plan with no financial assistance) plan through Covered California if they are eligible for Medi-Cal. Consumers can still purchase a health insurance plan through Covered California, but they cannot receive premium assistance to reduce the cost.
Applying for Medi-Cal requires legally married couples to file jointly (household income) even if the family falls within the Family Affordability Glitch (when couples combined income exceed Medi-cal's income requirements.) When consumers complete a Covered California application, their eligibility for Medi-Cal will automatically be determined. Consumers can apply for Medi-Cal benefits regardless of their sex, race, religion, color, national origin, sexual orientation, maritalstatus, age, disability or veteran status. To find out more about Medi-Cal, please contact Medi-Cal directly at (800) 541-5555
Start Here
1. Identify consumer's request.
2. Select a choice below.
Choices




Content Last Updated 10/24/2013

 Robert: What do I do if I have questions about medications, accessing doctors, or specialists?

If you have questions about your coverage under Medi-Cal managed care, you can call your health plan’s customer service representatives directly, just as you would under any other health coverage plan. To access the Medi-Cal managed care health plan directory, please log on to: Medi-Cal Managed Care: Health Plan Directory. 
 David Madison: Where can I find this answer on your website? 
 Robert: coveredca.com 
 David Madison: Where can I find this answer on your website? 
 Robert: coverage tab 
 David Madison: Where can I find "Medi-Cal, Answer ID #746"? 
 Robert: ***** Summary *****
Enrollment, Answer ID #761

***** Question *****

***** Answer *****
Summary

Covered California open-enrollment period for coverage in 2014 is from October 1, 2013 to March 31, 2014. Submit a complete application between January 1, 2014 and March 31, 2014, and select a plan by the 15th of any of these months to be covered effective the first day of the following month; as long as the full premium is paid. If eligible for Medi-Cal, the open enrollment period does not matter because enrollment in Medi-Cal is year-round. American Indians and Alaskan Natives can change plans once a month, even outside of open enrollment. If a life-changing event occurs, such as the loss of a job, a marriage or divorce, or the birth of a child, special enrollment both in Covered California and the individual market throughout the year is available. In the case of a life-changing event, eligibility to enroll is within 60 days of that event. The next open-enrollment period begins October 1, 2014, for coverage in 2015.

Start Here
1. Identify applicable enrollment period.

2. Select a choice below.

Choices









Last updated 01/02/2014

 David Madison: Am I supposed to go and apply for Medi-Cal on their website? 
 David Madison: Where can I find "Medi-Cal, Answer ID #746"? 

 Robert: Suggestion
Summary:
Enrollment, Answer ID #761

Answer:
Summary

Covered California open-enrollment period for coverage in 2014 is from October 1, 2013 to March 31, 2014. Submit a complete application between January 1, 2014 and March 31, 2014, and select a plan by the 15th of any of these months to be covered effective the first day of the following month; as long as the full premium is paid. If eligible for Medi-Cal, the open enrollment period does not matter because enrollment in Medi-Cal is year-round. American Indians and Alaskan Natives can change plans once a month, even outside of open enrollment. If a life-changing event occurs, such as the loss of a job, a marriage or divorce, or the birth of a child, special enrollment both in Covered California and the individual market throughout the year is available.  In the case of a life-changing event, eligibility to enroll is within 60 days of that event. The next open-enrollment period begins October 1, 2014, for coverage in 2015.

Start Here

Identify applicable enrollment period.
Select a choice below.
Choices

Last updated 01/02/2014



 David Madison: Where can I find these answers you are pasting? 
 Robert: coveredca.com 
 David Madison: WHERE on coveredca.com? 
 Robert: coverage tab 
 David Madison: I clicked on the coverage tab. 
 David Madison: It does not show the answers you have pasted. 
 David Madison: So where do I go next? 
 Robert: please call us for assistance 
 Robert: 800 300 1506 
 Robert: Thank you again for contacting us today. If you need help after this chat please call 1-888-975-1142, Monday through Friday, 8 a.m. to 8 p.m., Saturday, 8 a.m. to 6 p.m., and someone will be able to help you or contact us via chat again. 
 David Madison: YOUR NUMBER IS NOT ACCEPTING CALLS. 
 David Madison: WAIT 
 David Madison: I asked a simple question.. 
 David Madison: Where on your website can I find these answers? 
 David Madison: I have gone to the coverage tab. 
 David Madison: I am looking for these answers you are sending me. 
 David Madison: Where are they? 
 Robert has disconnected. 

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