SCHIP Lost Application...how to Proceed?

I have a client that I enrolled through a carrier-direct link. Family of 5, the parents are given a plan with subsidy, the kids are put on Coverkids (TN's version of SCHIP).

The client calls me a month later saying that Coverkids needs the application number. she can't find her letter from hc.gov. Fine, I give it to her, thinking that will be the end of it.

Fast forward to now. Client calls me saying that Coverkids has still not been able to locate the application. Coverkids is telling my client that she needs to reapply for Coverkids through hc.gov.

Obviously the application exi
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