Overview
We’ve redesigned the contact list to make it easier to identify where action is needed. This includes highlighting retention opportunities, unintended policy terminations, and potential plan disruptions or exits. Now, you can quickly identify your highest-priority contacts—intelligently highlighted and organized by Spark—so you can take action faster and manage your book of business more effectively.
New Contacts Tabs
The tabs appearing in the Contacts list include:
Contact List: A list of all contacts
Action Items: Contacts that need an action from the agent
Activity: Contacts with updates that you should be aware of, but that don’t require immediate action.
Contact List Queue
The Contact List tab acts as a general directory of all your contacts. It will continue to follow the current logic, sorting contacts based on the most recent agent interactions.
Action Items Queue
Action items are contacts that require your immediate attention.
The Action Item column will show the specific issue Spark has identified for each contact. Spark also prioritizes these contacts based on the urgency or severity of the update—so you’ll know exactly who needs your attention first.
Please note: The action items you see in Spark will vary depending on the time of year. Since some tasks are only relevant during specific periods, your list of action items will update as the calendar progresses.
AEP Action Items by Severity
AEP Action Items by Severity
Activity | Definition |
Future Termination / Plan Exit | When there is a termination that has popped up that has a future term date OR when we detect plan exits, once AEP kicks off |
Fix app / win back | When the termination reason we received was “Attrited” or “Churned” |
PCP out of network | Primary Care Provider no longer covered |
Prescription Removed from Formulary | When we detect prescriptions removed from a formulary pre-AEP |
Drug Tier Change | When we detect a drug tier change, pre-AEP |
Prescription Cost change | When we detect that a cost has changed significantly >50 dollar difference |
Benefit loss | When we detect a loss of key benefits, pre AEP |
Major cost change | If there is any cost change (i.e., monthly premium change, deductible change, MOOP change, Specialist visit copay, OTC Monthly Benefit, Max Dental Benefit |
Flagged contact | Manual |
Turning 65 | 3 months out/after from T65 birthday |
New Lead | Contact added, no submitted policy |
OEP Action Items
OEP Action Items
Note: Plan exits are only actionable during AEP, so when OEP rolls around, those that were tagged with plan exits will then be updated to recent attrition.
Activity | Definition |
Recent Attrition | When there is a termination that has popped up that has a future term date OR when we detect plan exits, once AEP kicks off |
Fix app | When the termination reason we received was “Attrited” or “Churned” |
PCP out of network | Primary Care Provider no longer covered |
Prescription Removed from Formulary | When we detect prescriptions removed from a formulary pre-AEP |
Drug Tier Change | When we detect a drug tier change, pre-AEP |
Prescription Cost change | When we detect that a cost has changed significantly >50 dollar difference |
Benefit loss | When we detect a loss of key benefits, pre AEP |
Major cost change | If there is any cost change (i.e., monthly premium change, deductible change, MOOP change, Specialist visit copay, OTC Monthly Benefit, Max Dental Benefit |
Flagged contact | Manual |
Turning 65 | 3 months out/after from T65 birthday |
New Lead | Contact added, no submitted policy |
Activity Queue
The Activity column highlights informational updates—things you may want to know about, but that aren’t urgent. Think of it as an "FYI" section.
Spark will show the type of update it has detected for each contact in this column. Behind the scenes, we also prioritize contacts based on how significant or time-sensitive the update is, so you can focus on what matters most.
Please Note: The activity updates you see in Spark will change throughout the year. Some actions are only available during specific timeframes, so as the calendar moves forward, the types of activity updates shown will adjust accordingly.
Pre-AEP Activity by Order of Severity
Pre-AEP Activity by Order of Severity
Note: We may not receive disruption data before AEP, but if we do, we’ll flag it as a preparation item in the Activity section. Once AEP begins, these items will move into the Action Items queue, where they’ll become directly actionable.
Activity | Definition |
Turning 65: Prep | 3+ months out from T65 |
Plan Exit: Prep | When we detect plan exits, pre-AEP |
Plan Disruption: Prep | When we detect an action-item disruption outlined above pre-AEP |
No Spark SOA | When there is no Spark SOA present |
Updated Needs | AEP survey / Client needs assessment completed |
Plan Crosswalks | When we detect a plan has cross-walked into a new plan |
Upcoming Birthday | Birthday upcoming in the next month |
Plan not reviewed in 3+ years | Platform has detected no change in plan for 3+ years |
Activity for the Rest of the Year by Order of Severity
Activity for the Rest of the Year by Order of Severity
Activity | Definition |
Turning 65: Prep | 3+ months out from T65 |
No Spark SOA | When there is no Spark SOA present |
Updated Needs | Client needs assessment completed |
Upcoming Birthday | Birthday upcoming in the next month |
Plan not reviewed in 3+ years | Platform |
Recently deceased | If we get a termination reason as “deceased” |
Accessing Needs Assessment Data
Accessing Needs Assessment Data
To access Needs Assessment data:
Under Contacts, click on the Activity tab.
You will see that one of the status' under Activity is Updated Needs. This highlights clients who recently submitted updated information through their needs assessment.
Another option is to click the Filter icon, which opens the Contact Filters panel.
Scroll down to the Other filters section and check the Add other filters box.
Under Needs assessment (incl. AEP), select Updates to review or Completed in last 90 days. This will filter your list to show clients who have completed a 2025 needs assessment.
Note: Needs Assessments don’t generate a standalone document or attachment. Instead, any updates your client submitted will appear in two places on the Spark platform:
Contacts to Review on the client’s profile — this shows if the client made changes that need your confirmation.
Contact History — this logs the completed survey and any profile updates.
If a client completed the assessment but didn’t make any changes, you won’t see a Contacts to Review banner. Instead, the survey completion will simply be noted in Contact History.
Additional Improvements
Filters
When a filter is activated, it will display a definition:
Contact Details
For both action items and activity, you’ll find more information and any recommended next steps within the contact’s details.