Frequently Asked Questions
What does my ID card look like?
It is white in color - it has the Apta Health logo in the top right corner and has a UMR Logo in the top left corner. There is an issue date on the back of the card (top right corner - it should have a date after 12/1/2025.) You do have a separate dental card which will list Delta Dental. You do not have an ID card for vision insurance VSP verifies your coverage with the last four digits of your SSN.
How do I request an additional ID card?
Please call your care coordinators to do this. They can be reached 877-610-8817 or online at SLEBC.myaptahealth.com.
I received a bill from my provider's office and it doesn't look like insurance processed my claim. What should I do?
First, you can call the provider's office to ask where they submitted the claim. Does the address they give you match the address on the back of the ID card? If not, be sure to tell them the address and have them resubmit the charges. 99% of the time, they are submitting the claim to our old TPA. If you still have questions or issues, please call your care coordinator.
I received an invoice from my hospital stay that seems outrageous! Why are they billing me?
Please call the Care Coordinators to check to see if the claim has been received and processed by insurance.
Who is in our dental and vision network?
Delta Dental is our dental network - you have an ID card. VSP is our vision network -you do not have an ID card, but the provider will use the employee SSN to look up benefits.
I'm having issues with Rx fills, Rx Prior Authorizations, and Pharmacy claims. Who do I contact?
If it is a complex or ongoing issue, please contact Tara. If not, the Pharmacy Help Desk can be reached at 800.759.3203 or for Rx Prior Authorization help, please contact RxResults at 844.853.9400.
What is the referral process like for a specialist?
To obtain a lower Copay of $30 (instead of $60) when going to see a specialist, have your Primary Care Provider (PCP) call the care coordinator to refer you! The number is on the front of your ID Card!! Referrals are good for 12 months!
How long do I have to change my insurance coverage when I have a Qualifying Event?
You have 30 days to complete and submit a change form. For a complete list of qualifying events and the change forms, please refer to the Insurance Forms & Documents section of the website.
When are premiums and deductions taken out of my paycheck?
All deductions except for Medical, Dental, and Vision are deducted from your paycheck the month they are owed. Medical, Dental, and Vision premiums are deducted the month prior to the actual month you are consuming.