HESITATION/CORCERN OF THE PATIENT

1 WHO ARE YOU CALLING FOR? WHY ARE YOU CALLING?

2 I'M ALREADY GETTING MY SUPPLIES

3 WHERE DID YOU GET MY INFORMATION?

4 WHAT'S THE CATCH?

5 HOW MUCH IS MY COPAY?

6 I'M NOT GIVING THAT INFORMATION OVER THE PHONE

7 NO TIME/ I HAVE NO TIME RIGHT NOW

8 INTERESTED BUT NOT RIGHT NOW

9 WHAT IS THE INSURANCE COVERAGE FOR PRIVATE INSURANCE?

10 I HAVE ALREADY PROVIDED THE INFORMATION

11 WHERE ARE YOU LOCATED?

12 HE/SHE (THE PATIENT) IS NOT HERE

13 GENERAL "NO"/I'M NOT INTERESTED

14 I'M ON A DO NOT CALL LIST

15 CAN YOU GET ME YOUR SUPERVISOR

16 YOU'VE GOT A WRONG NUMBER

17 TECHNICAL QUESTIONS

18 I CAN'T TALK RIGHT NOW, IM DRIVING

19 WHAT SERVICES DO YOU PROVIDE?

20 ARE YOU WITH MEDICARE?

I DID NOT REQUEST FOR ANY INFORMATION

I DIDN'T SIGN UP FOR ANY SUPPLIES
21 I DIDN'T ANSWER ANY SURVEYS OVER THE PHONE OR ONLINE

22 WHY DO YOU NEED MY DOCTOR'S INFORMATION

23 I DON’T WANNA GIVE MY/THAT INFORMATION

24 WHO DO YOU WORK WITH? /WHAT CARRIERS DO YOU OFFER

25 I DON'T LIKE TALKING ON A RECORDED LINE

26 YOU SOUND LIKE A SCAM

27 I'M HAPPY WITH WHAT I HAVE I DON'T NEED ANYTHING FROM YOU

28 I DON’T' WANT TO GIVE OUT MY SOCIAL SECURITY NUMBER OVER THE PHON

29 I ALREADY GAVE THAT INFORMATION TO THE OTHER AGENT

30 I'M ALREADY GETTING MY SUPPLIES FROM MY PHARMACY

31 WHAT'S THE NAME OF YOUR COMPANY?

 RESPONSE/REBUTTAL

I’m calling regarding your recent request for delivery of your CPAP and Diabetic Supplies. We
don’t represent a specific company. We work with you to identify the best supplier for your
medical supply needs based on your location, insurance details, and preferred brand of
medical supplies. I will be asking you for a few pieces of information to check if you qualify
for it. (Proceed to the point of interruption)
Oh, great to hear! I understand that you have suppliers now, however we wanted to make
sure that you maximize what you are getting since what we offer here is mail order of your
diabetic and CPAP machine. Let me get you started, ok?
Our records indicate you recently submitted your information through one of our survey
questions, requesting more details pertaining to your home delivery of diabetic/CPAP
supplies. I have just a few questions to see if you qualify, okay?
There is no catch. My job is to answer your questions and help you find the best supplier
that will fit your needs. So let me ask you for a few pieces of information and see if we can
find the best one.

These supplies SHOULD be covered by your insurance copays and dedutibles may still apply

I understand your hesitation, but rest assure you that all information we gather is for us to
check if you can take advantage of the service we can offer. All systems are encrypted and
we are HIPAA compliant so all information is secured. Let me know and go ahead.

Go back to the point of interruption.

Some Medicare Recipients have found that they aren’t getting the most out of their plan so
it is important to make sure that you have the right plan and coverage, I just have a few
questions to see what plan would meet your needs, okay?

I understand I may have caught you at the wrong time. I just need a few minutes of your
time to see if we can save you some time picking up your Diabetic/ CPAP supplies at your
local pharmacy. So let me ask you for a few pieces of information to check your eligibility.
Sound fair enough?

Insurance coverage and pricing differs from state to state, but these supplies SHOULD be
covered by your insurance copays and deductibles may still apply

IF THE PATIENT BECAME TOO TECHNICAL IN ASKING FOR THE BALL POINT FIGURE OF PRICE
AND COVERAGE, EDUCATE THE PATIENT BY SAYING
"If you want to know the exact pricing and coverage of the supplies, please call your
insurance provider for the exact information. (offer a schedule callback to the patient)

I understand you might have provided your information to someone else that is not from
our company, I am checking, and no records shows information was provided but no worries
I can go ahead and assist you with this. Let me go ahead and help you look for a better
service that will suit your need for your diabetic supplies/ CPAP supplies as well.

"We are headquartered in Houston TEXAS"

IF THE PATIENT ASKED "Where are you exactly calling from?" you can say
-"YOUR CALL IS BEING ROUTED IN THE PHILIPPINES/BELIZE"
Remember: YOU ARE NOT ALLOWED TO TELL THE PATIENT THAT YOU ARE WORKING AT THE
COMFORT OF YOUR HOME
“ARE YOU AUTHORIZED TO SPEAK ON THE PATIENT'S BEHALF?”
• If YES, proceed. Follow Authorized Decision Maker procedure.
• If not, ask for a good call-back time “What would be the best time to
call?”
Schedule a Call Back during Wrap Up, if no specific time disposed it
as Patient unavailable.

•“You can try and at least check your available option in getting your home delivery service
for your diabetic/CPAP supplies that we have for you to address your current needs, then
that’s great right? If not, no harm done, you already have your plan in place anyway.”

•“Our goal is to help provide you options to meet your unique needs and have you match to
the best supplier in your area.

“Mr.(s) , I understand your request. I would also like to share that I am calling you today
because of the information you have requested about CPAP/Diabetic supplies home delivery
option that will maximize your benefits and save you money. Would you want us to continue
with the call and hear more about this?”

Follow up question if the customer would be okay to continue with the call:
“Do you still want to be put on the Do Not Call list after we finish our call?”

IF NO: “Sure, we can do that for you, it would take 24-48 hours to ensure that your phone #
gets completely removed from all of the calling lists. Thank you so much for your time! Have
a great day!”

”I will get you a supervisor right away. While we are waiting, maybe it is something I can
assist you with. I am confident that I can help.”

NOTE: Even while de-escalating, PM your supervisor right away.

“I see, our records indicate that someone from this number has recently submitted your
information through one of our survey questions, requesting more details pertaining to
home delivery of your Diabetic/CPPA supplies. I just have a few questions to see if you
qualify.”

If we have the wrong number, we exit the call and tag it as Wrong Number.

“That's a good question, Mr. Smith. I'm sure a licensed agent from your state would be
happy to assist you with that and I’ll be connecting you with that agent shortly. Okay?”

Use positive scripting. Don’t pay attention to the fact that you are not qualified to answer
that, or you don’t have the information yourself.

"No problem, we will call you back at a more convenient time. Thanks for taking my call and
drive safely." End Call

Note:
Select appropriate Callback Disposition
“We are an independent agency committed to provide services that would suit your needs
for your diabetic and CPAP supplies.”
We’re the nation’s leading Medicare approved providers for hone delivery of diabetic testing
supplies, sleep apnea supplies and other durable medical equipmen

“I see. You or someone in your household most likely filled out a form from an
advertisement, mailing, or website. We only call people who have expressed interest in mail
order Diabetic/CPAP supplies and have given us permission to call. I will be asking you for
some pieces of information to see if you qualify.

“We will be working hand in hand with your doctor to make sure that we provide and
process your supplies accordingly.” We want you to experience good customer service
provided.

(Go back to the point of interruption)

“Don’t worry, all information is kept in a secured, encrypted database for your protection.
We just need your basic information so we can start the process of getting the information
you need to check eligibility.”
“We work with top carriers and pharmacies in your area. We can find just the right carrier
for your needs and budget. Are you ready to connect and find your best plan?”

“I appreciate your concern for privacy. We are on a recorded line for your protection.”

If lead states I do not wish to be recorded

“Unfortunately, we do not have the ability to turn off the recording, but rest assured this is
for YOUR protection to ensure you are treated. professionally and our call is properly
handled.”

“Rest assured it isn't. Security is very important; we are just responding to an inquiry made
about home delivery of diabetic/CPAP supplies.

Return to point of interruption.

“Medicare plans change each year. Medicare eligible individuals can take advantage of those
great changes by getting a licensed agent to help with finding the right plan that fits their
needs. Will only take a few mins to talk with our licensed agent and make sure you have ALL
the benefits you qualify for at the lowest possible rate.

“I know many of my customers have been surprised by the extras they were missing in their
plans, and we hate to have you miss anything. Are you sure you don’t have 10 mins to make
absolutely sure you have all your benefits?”

I understand that you don't like to provide your SSN/Insurance - We wanted you to know
that all information you’re providing are kept strictly confidential and we follow the HIPAA
Law that we cannot disclose any of your Information to anybody. The reason why we’re
asking for at least the last 4 of your socials is for us to check on the eligibility of your
insurance.

•I understand you already provided your information to the other agent, but unfortunately
it wasn’t encoded in our system.
•(If you already see the info) I understand that it is just a way for me to make sure that
everything that I enter here on my system are accurate.
• I appreciate you have a good relationship with your current provider. To let you know
we're contracted to provide the very latest in FDA approved blood glucose monitors and
supplies - (Provide features and benefits of the meters we provide)
• Getting supplies from a mail order means it’s even cheaper than getting it from your
local pharmacy and you have the convenience to get your supplies right thru your doorsteps.
• Imagine saving time and effort in going to the pharmacy, we will give you a call before
90 days to check on your supplies and process a reorder for you if necessary

• We don’t represent a specific company. We work with you to identify the best supplier
for your medical supplies needs based on your location, insurance details and preferred
brand of meter and supplies. We will place you with reliable company who can offer you
home delivery of your medical supplies once we evaluate your information in this call.
 State Abbrv. Capital
Alabama AL Montgomery
Alaska AK Juneau
Arizona AZ Phoenix
Arkansas AR Little Rock
California CA Sacramento
Colorado CO Denver
Connecticut CT Hartford
Delaware DE Dover
Florida FL Tallahassee
Georgia GA Atlanta
Hawaii HI Honolulu
Idaho ID Boise
Illinois IL Springfield
Indiana IN Indianapolis
Iowa IA Des Moines
Kansas KS Topeka
Kentucky KY Frankfort
Louisiana LA Baton Rouge
Maine ME Augusta
Maryland MD Annapolis
Massachusetts MA Boston
Michigan MI Lansing
Minnesota MN St. Paul
Mississippi MS Jackson
Missouri MO Jefferson City
Montana MT Helena
Nebraska NE Lincoln
Nevada NV Carson City
New Hampshire NH Concord
New Jersey NJ Trenton
New Mexico NM Santa Fe
New York NY Albany
North Carolina NC Raleigh
North Dakota ND Bismarck
Ohio OH Columbus
Oklahoma OK Oklahoma City
Oregon OR Salem
Pennsylvania PA Harrisburg
Rhode Island RI Providence
South Carolina SC Columbia
South Dakota SD Pierre
Tennessee TN Nashville
Texas TX Austin
Utah UT Salt Lake City
Vermont VT Montpelier
Virginia VA Richmond
Washington WA Olympia
West Virginia WV Charleston
Wisconsin WI Madison
Wyoming WY Cheyenne
 Nickname
Yellowhammer State, Heart of Dixie, Camellia State
The Last Frontier
Grand Canyon State, Copper State
The Natural State, Land of Opportunity, The Razorback State
Golden State
Centennial State, Colorful Colorado
Constitution State, Nutmeg State
First State, Diamond State, Blue Hen State, Small Wonder
Sunshine State
Peach State, Empire of the South, Goober State
Aloha State, Pineapple State
Gem State, Spud State
Prairie State, Land of Lincoln
Hoosier State
Hawkeye State
Sunflower State, Salt of the Earth
Bluegrass State
Pelican State, Sugar State
Pine Tree State
Old Line State, Free State
Bay State, Old Colony State
Great Lakes State, Wolverine State
North Star State, Gopher State, Land of 10,000 Lakes, Bread and Butter State
Magnolia State
Show Me State
Treasure State, Big Sky State
Cornhusker State
Silver State, Battle Born State, Sagebrush State
Granite State
Garden State
Land of Enchantment
Empire State
Tar Heel State, Old North State
Peace Garden State, Flickertail State, Roughrider State
Buckeye State, Modern Mother of Presidents
Sooner State
Beaver State
Keystone State, Quaker State
Ocean State, Little Rhody
Palmetto State
Coyote State, Mount Rushmore State
Volunteer State, Big Bend State
Lone Star State
Beehive State
Green Mountain State
Old Dominion
Evergreen State, Chinook State
 Mountain State
Badger State
Equality State, Cowboy State
Primary STREET SUFFIX NAME Abbreviation
ALLEY
ANEX ANX
ARCADE ARC
AVENUE AVE
BAYOU BYU
BEACH BCH
BEND BND
BLUFF BLF
BLUFFS BLFS
BOTTOM BTM
BOULEVARD BLVD
BRANCH BR
BRIDGE BRG
BROOK BRK
BROOKS BRKS
BURG BG
BURGS BGS
BYPASS BYP
CAMP CP
CANYON CYN
CAPE CPE
CAUSEWAY CSWY
CENTER CTR
CENTERS CTRS
CIRCLE CIR
CIRCLES CIRS
CLIFF CLF
CLIFFS CLFS
CLUB CLB
COMMON CMN
COMMONS CMNS
CORNER COR
CORNERS CORS
COURSE CRSE
COURT CT
COURTS CTS
COVE CV
COVES CVS
CREEK CRK
CRESCENT CRES
CREST CRST
 CROSSING XING
CROSSROAD XRD
CROSSROADS XRDS
CURVE CURV
DALE DL
DAM DM
DIVIDE DV
DRIVE DR
DRIVES DRS
ESTATE EST
ESTATES ESTS
EXPRESSWAY EXPY
EXTENSION EXT
EXTENSIONS EXTS
FALL FALL
FALLS FLS
FERRY FRY
FIELD FLD
FIELDS FLDS
FLAT FLT
FLATS FLTS
FORD FRD
FORDS FRDS
FOREST FRST
FORGE FRG
FORGES FRGS
FORK FRK
FORKS FRKS
FORT FT
FREEWAY FWY
GARDEN GDN
GARDENS GDNS
GATEWAY GTWY
GLEN GLN
GLENS GLNS
GREEN GRN
GREENS GRNS
GROVE GRV
GROVES GRVS
HARBOR HBR
HARBORS HBRS
HAVEN HVN
HEIGHTS HTS
HIGHWAY HWY
HILL HL
 HILLS HLS
HOLLOW HOLW
INLET INLT
ISLAND IS
ISLANDS ISS
ISLE ISLE
JUNCTION JCT
JUNCTIONS JCTS
KEY KY
KEYS KYS
KNOLL KNL
KNOLLS KNLS
LAKE LK
LAKES LKS
LAND LAND
LANDING LNDG
LANE LN
LIGHT LGT
LIGHTS LGTS
LOAF LF
LOCK LCK
LOCKS LCKS
LODGE LDG
LOOP LOOP
MALL MALL
MANOR MNR
MANORS MNRS
MEADOW MDW
MEADOWS MDWS
MEWS MEWS
MILL ML
MILLS MLS
MISSION MSN
MOTORWAY MTWY
MOUNT MT
MOUNTAIN MTN
MOUNTAINS MTNS
NECK NCK
ORCHARD ORCH
OVAL OVAL
OVERPASS OPAS
PARK PARK
PARKS PARK
PARKWAY PKWY
PARKWAYS PKWY
 PASS PASS
PASSAGE PSGE
PATH PATH
PIKE PIKE
PINE PNE
PINES PNES
PLACE PL
PLAIN PLN
PLAINS PLNS
PLAZA PLZ
POINT PT
POINTS PTS
PORT PRT
PORTS PRTS
PRAIRIE PR
RADIAL RADL
RAMP RAMP
RANCH RNCH
RAPID RPD
RAPIDS RPDS
REST RST
RIDGE RDG
RIDGES RDGS
RIVER RIV
ROAD RD
ROADS RDS
ROUTE RTE
ROW ROW
RUE RUE
RUN RUN
SHOAL SHL
SHOALS SHLS
SHORE SHR
SHORES SHRS
SKYWAY SKWY
SPRING SPG
SPRINGS SPGS
SPUR SPUR
SPURS SPUR
SQUARE SQ
SQUARES SQS
STATION STA
STRAVENUE STRA
STREAM STRM
STREET ST
 STREETS STS
SUMMIT SMT
TERRACE TER
THROUGHWAY TRWY
TRACE TRCE
TRACK TRAK
TRAFFICWAY TRFY
TRAIL TRL
TRAILER TRLR
TUNNEL TUNL
TURNPIKE TPKE
UNDERPASS UPAS
UNION UN
UNIONS UNS
VALLEY VLY
VALLEYS VLYS
VIADUCT VIA
VIEW VW
VIEWS VWS
VILLAGE VLG
VILLAGES VLGS
VILLE VL
VISTA VIS
WALK WALK
WALKS WALK
WALL WALL
WAY WAY
WAYS WAYS
WELL WL
WELLS WLS
INSURANCE ID FORMAT

Insurance name ID# Format

AARP 123456789
Advantra Coventry 809118617
Advantra Freedom Medicare 914135950
Aetna W101444750
BBJV4HQA
MEBJG9XP
578822521
American Continental-Continental Life CLI3000722
American Pioneer 31102740
714891947
APWU 914135950
Bankers Life Casualty 209074071
BCBS of FL
XJMH91442935
R51006221
XJJH12546987
YLS890449801

ChampVA ID# is Patient SSN#

Cigna U33611831
CIGNA SUPPLEMENTAL 12F0072609
36Y0058313
Careplus 1206720
Evercare 857716531
W P0003496501
GEHA 21228436
GHI 930632448
Golden Rule 58827372
Humana H46899857
MHBP (Mail HandlersBenefit plan 784080159-02
Medicaid 7915832042
Optimum Health
NALC N32233015
Optimum Health T0001965601
Rail Road Medicare A721031033
Tricare ID# is Patient SSN#
UHC 91413595100
Universal Healthcare MM557410087
Medicare New Format 1A23B45CD67 / 1AB2C45DE67
Medicare Old Format
 Comments
9 Digit Number and this Insurance always be a secondary because this medicare supplement plan
9 Digit Number
9 Digit Number and this Insurance always be a Primary because this Medicare HMO plan
Commercial- PPO - POS
Aetna HMO
Aetna Medicare Advantage
Commercial
Supplemental plan
9 Digit Number and this Insurance always be a secondary
9 Digit Number
9 Digit Number
9 Digit Number
Florida BCBS always has Letter "H" after three Alpha character

ID# begin with "R" followed by 8 digit -- FEDERAL PLAN

Blue option plan

Champva is secondary to most other health plan and champva is primary to medicaid
Always ID# begin with "U" followed by 8 digits

AMERICAN RETIREMENT LIFE INS - 10 DIGIT

78
9 Digit Number and This is Medicare HMO Plan
Always ID# begin with "P" followed by 10 digits
8 Digit Number
9 Digit Number

Starts with H followed by 8 digits

11 Digit Number
10 Digit Number
9 Digit followed by one alpha and ( Exception case 340018309C1) & 11 DIGIT - MBI
ID# begin with "N" followed by 8 digit
Always ID# begin with "T" followed by 10 digits
ID# begin with alpha before numeric
9 Digit Number
9 Digit Number + 00 or 11
ID begin with TWO alpha followed by 9 digit numbers
11 Alpha Numeric ID
9 digits number Full SSN of the PT with a Letter at the end
 INSURANCE PREFIX
INSURANCE NAME PREFIX
BCBS OF MA MA
BCBS OF ARK XCM
BCBS OF IL XOS - XOH
BCBS OF MI XYU - XYL
BCBS OF MN QQL
BCBS OF NC YPYW - YPZJ
BCBS OF NE YEK
YPWJ BM HMO
BCBS MEDICARE PLANS YPFJ BM PPO
YPJ BM HMO FOR REYNOLD AMERICAN RETIREES
CAREFIRST XWO
EMPIRE-NY YLA OR YLM
EXCELLUS YND
HIGHMARK HRF - HRT - XHA - SDE
HORIZON NJ HEALTH (MEDICAID) YZH
HORIZON BCBS OF NJ NJX
WELLMARK - SD ZYAW
ANTHEM OF VA VLD
CIGNA SUPP - LOYAL AMERICAN 12Y
CIGNA SUPP - CIGNA HEALTH 80Y - 80F - few cases straight 10 digits
CIGNA SUPP - AMERICAN RETIREMENT 36Y - 36F
CIGNA SUPP - GREAT AMERICAN LIFE 01F
CIGNA SUPP - PROVIDENT AMERICAN PA0
ANTHEM NH YGM
STATE FARM HE - HZ - HB
X
FOLLOW BY # DIGITS
9 DIGITS
9 DIGITS
9 DIGITS
10 DIGITS
12 DIGITS
10 DIGITS
9 DIGITS

9 DIGITS
8 DIGITS
9 DIGITS
12 DIGITS
8 DIGITS
3HZN + 8 DIGITS
8 DIGITS
7 DIGITS AND XU AT THE END
7 DIGITS
7 DIGITS
7 DIGITS
7 DIGITS
7 DIGITS
10 DIGITS (1234M56789)
10 DIGITS
 FREESTYLE LIBRE 2
WARM UP TIME 1 HOUR
SENSOR LIFESPAN 14 DAYS

INSULIN PUMP COMPATIBILITY NOT COMPATIBLE

ALARMS HAS AN ALARM
DISTANCE BETWEEN READER
AND SENSOR WITHIN 20 FEET
TEST STRIP PORT YES

WATER RESISTANCE (SENSORS) YES

SENSOR GRACE PERIOD NONE
DATA BACKFILL YES (8 HOUR)
SENSOR COMPATIBILITY YES
PHONE APPS YES

CALIBRATION NOT REQUIRED

POWER SOURCE BUILT IN BATTERY
INTEGRATION PROVIDE READINGS EVERY MINUTE
STORAGE 3 MONTHS
GLUCOSE RANGE 40/400 mg/dl
READING HISTORY 8 HOURS
ACCURACY ACCURATE READING
AGE INDICATION 4 YEARS

WHERE TO WEAR AT THE BACK OF THE UPPER ARM

MARD 9.30%
FREESTYLE LIBRE 3 (DEFAULT CGM) DEXCOM G7
1 HOUR 30 MINS
14 DAYS 10 DAYS (12 HR GRACE PERIOD)

NOT COMPATIBLE TANDEM T:SLIM X2 PUMP

HAS AN ALARM HAS AN ALARM

33 FEET NO OBSTACLES WITHIN 20 FEET

YES NONE

YES YES
NONE YES 12 HOURS
14 DAYS YES (24 HOURS)
YES YES
YES YES

NOT REQUIRED NOT REQUIRED

BUILT IN BATTERY BUILT IN BATTERY
PROVIDE READINGS EVERY MINUTE EVERY 5 MINUTES
3 MONTHS 6 months
40/400 mg/dl 40/400 mg/dl
12 hours 24 HOURS
ACCURATE READING ACCURATE READING
4 YEARS 2 YEARS
AT THE BACK O THE UPPER ARM FOR ADULTS
AT THE BACK OF THE UPPER ARM 2 TO 6 UPPER BUTTOCKS
7.90% 8.20%
 DEXCOM G6
2 HOURS
10 DAYS

COMPATIBLE FOR SOME

HAS AN ALARM

NONE
NONE

YES
NONE
3 HOURS
YES
YES
REQUIRED IF THE SENSOR CODE IS NOT
ENTERED
BUILT IN BATTERY ORANGE
EVERY 5 MINUTES
30 DAYS YELLOW
40/400 mg/dl
24 HOURS GREEN
ACCURATE READING
4 YEARS RED

BELLY PART, BACK OF THE UPPER ARM

9.00%
High glucose (above 250 mg/dL)

Between the Target Glucose Range and high or low glucose level

Within the Target Glucose Range

Low glucose (below 70 mg/dL)

No.

5
6
7
8

10

11

12

13

14

15

16

17

18
19
20

21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38

39

40
41
42
43

44

45

46

47
48
49
50

51
52
53

54

55
 Common Questions

What are the brand of the meter that we carry?

Manufacturer of the meter?

Alternate site testing

If pt is said he's is testing sometimes 3 or sometimes 4 for example.

Do we still ask if patient is taking insulin for T2 diabetic?

What does Medicare cover for Non-Insulin and Insulin dependent patients (testing frequencies)?
What do we tell the patient if they are using insulin pump.

What if pt refuses to receive lancets/lancing device?

What if the patient asked for a specific meter brand that we do not carry?

What if the patient is currently using the same meter that we carry?

What if patient stated his/her meter got lost or damaged and it is within 5 years?

If pt is not diagnosed as legally blind but requested for a talking meter, can we send one?

Do we provide alcohol wipes or log books?

What is the insurance coverage spiel if patient has private insurance?

Do we still ask for the last four digit of social if patient provided their Medicare ID number?

How often do we send batteries for the meter?

Medicare coverage for other DMEs

Do we accept PO Box address?

What is CBA (Competitive Bidding Area) tool?
What item do we use the CBA tool for?

What is Advance Beneficiary Notice?

Who is our carrier for mail order prescriptions and vitamins
Do we service continuous glucose monitoring system (CGM)?
Carecentrix Calls
CGM - Continous Glucose Monitoring
Medicare Advantage
How much is the copay per box of test strips?
How much is the copay per box of lancets?
How much is the copay for control solution?
How much is the copay for lancing device?
How much is the copay for a meter?
Can a patient request just the pads of a TENS unit?
How much is the copay for CPAP supplies?
How much is the copay for a CPAP machine?
How much is a TENS unit?
What's the copay for SarcoStim?
What's the size of our Heating Pad
Can patient return the products from us?

What does AJT/SME supply?

What does COLONIAL MEDICAL supply?

What does SOLARA supply?
What's the least amount of testing frequncy we can enroll?
Can we send supplies to Puerto Rico, Hawaii and Virgin island

NAME OF COMPANY

We cannot service the following States for CPAP

We cannot service the following States for Tens Unit

How long should it take to qualify a Patient

We do not accept the following insurances
Can we enroll if patient is in a nursing home / skilled nursing facility?
Can we enroll if patient is in an assisted living facility?

How much is the copay for Freestyle Libre Sensors

How much is the total cost of CGM Freesstyle Reader and Frees Style Sensor
CPAP Supplies we send to Patient
CPAP Machine

Tens

Can we enroll if patient is undergoing Dialysis?

 UPDATES FROM
True Metrix - Non Talking meter
Prodigy - talking meter
Iman
Caresens
EasyMax
True Metrix
Prodigy
Iman
Caresens
EasyMax

Prodigy Autocode - Fingertips, Palm, Forearm, Upper-Arm, Thigh & Lower Leg Iman
Put 4 times a day. There is no need to probe because the doctor will send back
the prescription and will decide how many time he/she should test per day. Will Iman
send supplies as per the doctor's order.
Always ask - T2 diabetic patients are sometimes taking insulin. Iman
1x day non-insulin
Iman
3x day insulin
That our meter is not compatible for that and needs to do it separately Iman
Send an email to supervisor to remove the item the next day or ask the customer
Iman
to call back as the account will be activated within 24 hours.

Inform them that we are not contracted with the manufacturer of that brand, but
we can send them something comparable. And they will get the strips and control Iman
solution to go with the new meter. The new meters also comes with batteries.

Inform the patient that Medicare covers for a meter once every 5 years.
Once we verify the insurance, the system will check if patient got the meter Iman
within 5 years. If so, we'll send the supplies for the meter only.

We don't send complimentary meter. Inform the patient that Medicare covers for
a meter once every 5 years. We can send a new meter with the supplies but they Iman
will be charged for the meter.
We don't send complimentary meter. Inform the patient that Medicare covers for
a meter once every 5 years. We can send a new meter with the supplies but they Iman
will be charged for the meter.
No. We don't send alcohol wipes or log books. For the logbooks you can also
direct them to our website (http://www.ajtdiabeticinc.com) there is a link on there Iman
where the patient can print out as many log sheets as they want.
Inform the patient whatever the coverage from their previous or current supplier,
it should be the same.
Iman
If pt insisted, advise that we can't provide any information unless we verify their
insurance first.
No, if the ID number ends with letter A. For others, still ask for the last four digit
Iman
of the social.
Once every 6 months but the patient has to request for it. (size - Triple A) Iman
Diabetic shoes - once a year
WB - once every 2 years / Back Brace & Shoulder Brace - 1x/every 5 years Iman
Hpad - once every 5 years
Yes Iman
It's a tool to check that we are contracted for a certain product in that area using
Iman
the patient's zip code.
It's a tool to check that we are contracted for a certain product in that area using
Iman
the patient's zip code.
Form to be signed by the patient that allows us to bill the patient if insurance will
Iman
not cover.
PillPack Pharmacy / Divvy Dose / GoHealth 360 Script
Yes - ONLY IF PT TEST DAILY , TAKING INSULIN OR USING AN INSULIN PUMP
Iman
and frequently adjust their insulin use based on glucose readings.
Transfer to David, Felisha, Robin or Iman - for Purchase only, no rentals Iman
Freestyle Libre Iman
Means Medicare is the Primary Insurance and patient has Private Insurance as
Antonio
Secondary. Also known as Medicare Part D
$1.66 (50 strips) Script
$0.28 cents (100 lancets) Script
$0.68 cents per vial Script
$0.42 cents Script
$15 Iman
YES - IF their TENS machine was purchased thru MEDICARE. Iman
Iman
Iman
Approximately $8 per month for 13months as rental. Then after that it becomes
Iman
their property.
ranges from $75-$100 (differs per state) rental for 13 months Iman
Classic Size,Pad, 12" x 15" Iman
We have a 30 day return policy Iman
Diabetic testing supplies (BGM & CGM)
Sleep Apne supplies (CPAP, BiPAP & APaP) OM.B
Orthotic braces (back, shoulder, wrist)
ALL OTHER DME'S NOT LISTED ABOVE OM.B
INSULIN PUMP SUPPLIES OM.B
At least 1x a day Iman
Yes Iman
We dont represent a specific company. We work with you to identify the best
supplier for your medical supplies needs based on your location, insurance details
and prefeered brand of meter and supplies. We will place you with reliable Script
company who can offer you home delivery of your medical supplies once we
evaluate your information in this call.
Alabama
Colorado
Guam Iman
Montana
Tennessee
Alabama
Colorado
Iman
Montana
Tennessee
60 to 90 seconds OM.B
V.A. (Veterans Association) Iman
No, we can't. Iman
Yes, we can. Home health nurse is different from skilled nursing as long as they
Iman
are not getting their supply from the facilities.
Medicare Pricing differs from state to state, they may call their insurance for the
Jordan
exact pricing but it should be roughly $30-$40
Reader - $110
Antonio
Sensor - $205
0
Patient rents it for 13 months. After which it becomes their property.
Medicare won't cover a TENS UNit if its requested for the BACK pain. Ask for the
other site where they want to request for TENS Unit ; Like if they have Pain on
their Arm, Knee, Leg, Neck, Shoulder and Wrist

NO, FREESTYLE LIBRE WAS NOT FDA APPROVED FOR USE WITH DIALYSIS
PATIENTS. So if you have a patient mentioning Dialysis on the call, they should
speak with their doctor and the CGM enrollment should not be completed.
-
Dexcom / Medtronic / Eversence

$8.3 total cost

$1.4 total cost
$3.4 total cost
$2.1 total cost
$75 total cost

race

1/2/2019
1/2/2019

5/2/2019
7/27/2020

7/31/2019

11/21/2022
 DIRECTORY
AJT DIABETIC INCORPORATED
AJT DIABETIC INCORPORATED NPI #
AJT Diabetic Incorporated Main number
AJT Diabetic Incorporated Main Fax
AJT Diabetic Incorporated CPAP
AJT Diabetic Incorporated Refill/CS

SME (Specialty Medical Equipment)

SME Main #
SME Main Fax Number
CPAP Dept Phone for SME (Yvonne speaks Spanish)
SME Refill
SME CS

Other Phone #
Trividia Health
Prodigy Customer Service Phone
True Metrix
DEXCOM
Better Dose Rx
Abbott CS for Freestyle Libre
 DETAILS
8500 Almeda Genoa Road Ste 112 Houston TX 77075
1437385069
888-391-3341
866-598-3113
888-270-6114
800-800-8689 This number is to AJT IVR they will need to press option 2 for refill option 3 for Customer Service

52040 Van Dyke Ave, Shelby Charter Township, MI 48316

877-622-3023
866-598-3113
888-887-2851
888-206-2321
888-270-6175 This number is to SME IVR they will need to press option 2 for refill option 3 for Customer Service

800 803-6025
800-243-2636
800-803-6025
888-738-3646
844-620-7839
855-632-8658
The following ResMed masks contain magnets:
•Full face masks: AirFit F20. AirFit F20 for Her. AirTouch F20. AirTouch F20 for Her. AirFit F30. AirFit F30i.
•Nasal masks: AirFit N10. AirFit N10 for Her. AirFit N20. AirFit N20 for Her. AirTouch N20. AirTouch N20 for Her.
•Non-vented mask: AirFit F20 NV.

The following Philips masks contain magnets:

•Amara View Minimal Contact Full-Face Mask
•DreamWear Full Face Mask
•DreamWisp Nasal Mask with Over the Nose Cushion
•Wisp Nasal Masks
•Wisp Youth Nasal Masks
•Therapy Mask 3100 NC/SP.

If you use one of these masks.

•If you have any implantable medical devices, you should stop using your mask and speak to your doctor about using a differe
•If you have one available, use a mask without magnetic clips.
•Check if anyone in your household (including caregivers) has any of the implanted devices on the list. If they do, you must ma
mask doesn’t come close to them (keep the mask at least 16cm away from their implant).
• If wanted to proceed with Freestyle Libre 3 - How old is your current reader? If less than 5 years discuss insurance coverage
new reader and advise the patient that they will be charged for a new reader. If they agree with the OOP continue Select - YES
• If using BGM and want to have Freestyle Libre 3 - Select YES
• If using BGM and want to have Dexcom G7 - How old is your current meter? If less than 5 years discuss insurance coverage f
new reader and advise the patient that they will be charged for a new reader. If they are okay with the charge. Select - YES
• If the patient mentioned that they have used a CGM but only using an app. Ask if the patient received a reader. If they got th
from their doctor as a sample, if not sure ask if it is covered by their insurance. Once established the patient never had a reade
they got the supplies through a promotional offer. Select - Yes
• If the patient got their CGM through their old insurance and they have new insurance. Select - Yes
 DEXCOM G7 Price Freestyle Libre 3 Pr
Reader $230 Reader
Sensor/ Transmitter $120.50 Sensor/ Transmitter
estyle Libre 3 Price
$110
$102.50
 COPAY CALCULATOR Do not edit a
Enter Testing Frequency 3 Just change

Medicare
### Diabetic Testing Supplies INS Copay (20%)
(80%)
Test strips ($ 8.30 per box of
### $ 49.80 $ 39.84 $ 9.96
50)
### Lancets ($ 1.40 per box of 100) $ - $ - $ -
### Control solution ($ 3.40 per vial) $ 3.40 $ 2.72 $ 0.68
### Lancing device ($ 2.10) $ 2.10 $ 1.68 $ 0.42
### Meter ($ 75) $ 75.00 $ 60.00 $ 15.00

Total cost with meter $ 130.30 $ 104.24 $ 26.06

Total cost w/out meter $ 55.30 $ 44.24 $ 11.06

*Total cost without meter - if pt's current meter is the same meter that we carry, and we will send supplies only. Or fo
o not edit anything on the table.
ust change the testing frequency :)

Number of Number of
Boxes strips/lancets

6 300

nd we will send supplies only. Or for refill every 3 months