This is an unacceptable excuse for a company I have ever dealt with. The employees are the most incompetent and uninterested individuals who will talk in circles until you feel like tearing your hair out. Avoid this company at all costs, as you will see reimbursement after reimbursement denied, despite being told it would go through. When it's not approved, no one has any insight into the reasons. They will just instruct you to resubmit, leading to further denials. This experience is a complete waste of time and energy, akin to a nightmare.
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