Over 500 delinquent notice?

I am currently behind by two payments. I received in my portal today a message saying to catch up on the two missed payments and it did not mentioned turning it over yet to the Treasury. The interesting part in this email is they stated if I can’t catch up to call and ask for a hardship with a new repayment plan? Has anyone ever gotten this response and if so what will they ask me when I call? I have 15 days to call to request this. Also I am on the 75% hardship so this is why I’m confused on this new repayment plan.