Reason Code Lookup (touchtone 1)

When Reason Code Lookup is selected, the IVR will request the five-digit reason code:

• Clearly speak or enter the reason code.
  • Refer to the Phonetic Alphabet for assistance with speaking alpha characters
  • If using touchtone keypad to enter the reason code, use the star key to enter the alpha characters. For example, for reason code T5052, enter Star eight one five zero five two.

Once the IVR validates the reason code, the caller will hear the narrative description of the reason code. After the IVR plays back the reason code, the caller will be able to:

• Say “repeat that” to hear the description again, or
• Say “change reason code” to enter a new reason code, or
• Say “Main Menu” to return to the main menu.

Credit Balance Report” (touchtone 2)

When the Credit Balance Report option is selected, the IVR will request and collect the following elements:

• NPI
• PTAN
• Last five (5) digits of the TIN

Once the authentication elements have been verified, the IVR will supply the most recent credit balance report receipt status.

Note: The IVR will look for the most recently received credit balance report. If the IVR plays back the credit balance receipt date for an older submission (e.g., April submission) and you are calling to check on the credit balance report submission for the current quarter (e.g., July submission), confirm if it has been a full ten days since your submission. If it has been more than ten days, resubmit the credit balance report. If it has been less than ten days, wait the full ten days and then call back to check the status again.

If there are any issues with the received credit balance report, the submitter will be contacted directly by our Overpayment Recovery Unit. The Provider Contact Center will not be able to provide any additional information.