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Troubleshooting and Error Resolution

Icon Color Meanings:

These icons list the status of the information required to perform a real-time benefit check. Looking at the icon’s color indicates whether the report was successfully generated or if a correction needs to be made inside the patient’s chart.

What Do the Icon Colors Mean?

Green icons indicate the report was retrieved successfully.

Yellow icons indicates missing or incorrect patient information and/or missing subscriber payer info.

Blue icons indicates the Real Time Benefits Check has failed.

For a more in depth explanation of the icon colors click HERE

Troubleshooting Using the Icons

This section provides various examples of how to use the icon color to determine what went wrong.

1. In this first example, the insurance card icon is yellow. Click on the icons to see details on what went wrong:

In this example, the request failed because the Payer ID was incorrect inside the practice’s practice management software. Refer to the Payer List for the correct Payer ID or call iCoreConnect Support for help.

2. In the following example, the report, insurance card, and double paper icons are yellow. Click on the icons again to see more details on what went wrong. When you click the icon, the insurance window opens and shows you the error that occurred

The “An Error Occurred” section states the specific error.  In this example, the patient’s birth date listed in the Practice Management Software does not match the insurance carrier’s records. The report explains a clear “Follow Up Action” to correct the patient’s birthdate and resubmit the report request.

Detailed Error Messages

Here is a list of the different Error Messages you may receive:

0 – No Error
41 – Authorization Restricted
42 – Unable to respond at the current time. Please try again later
42 – Information for this policy cannot be supplied on-line
43 – Invalid or Missing Provider Identification
51 – Provider Not on File
58 – Invalid/Missing Date of Birth
42 – CIGNA unavailable weekdays 10PM to 7AM
60 – Date of Birth Follows Date(s) of Service
64 – Invalid/Missing Patient ID.
65 – Invalid/Missing Patient Name.
67 – Patient Not Found
71 – Patient birth date does not match the one on file
72 – Invalid or missing subscriber or insured ID.
73 – Invalid or missing subscriber or insured name
75 – Insured Not Found
76 – Duplicate subscriber or insured ID number.
77 – Insured Found
78 – Insured Not In Group or Plan Identified
79 – Invalid Participant Identification
80 – A response was not received from the payer within the required amount of time
99 – Time out – Try again later
NOTE: These Error messages come back directly from the payer and are saved as-is.

Updated on July 19, 2022

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