Meet Sage: Your New Part B Chat Assistant for Claim Status Inquiries

Palmetto GBA is pleased to introduce Sage, our newest chat self-service tool, Part B Claim Status, to the JJ and JM provider communities. Sage was hatched on Friday, January 17, 2025,

You will now be able to check Part B claim status through our chat application with the help of our automated digital assistant. 

You can access the Chat Claim Status tool through our chat links available through eServices or any of the JJ or JM website pages for Part B by clicking on the Chat Now button in the lower right corner of the page.

The Prechat Survey will pop-up, enter your name, email address and phone number.

Next, under Inquiry Information select Claims from the drop-down menu, then select Check Claim Status.

After selecting Check Claim Status, the survey will automatically open for you to enter your provider credentials and claim information.

Complete all required Prechat Survey field identified with a red asterisk (*). Sage does not require a comment entry in Additional Information. 

Enter the following Provider Information: 

1. Select your billing state from the dropdown menu.
2. Enter the billing facility’s Provider Transaction Access Number (PTAN).
3. Enter the billing facility’s National Provider Identifier (NPI) number.
4. Enter the last five (5) numbers of the billing facility’s Tax Identification Number (TIN).

Enter the following Patient Information:

1. Enter the patient’s name as it was submitted on your claim.
2. Enter the patient’s Medicare Beneficiary Identifier. 

Tip: The patient’s name must match the name entered on your claim exactly, that includes middle initial and/or suffixes if applicable. 

Enter the following Claim Information:

1. Enter From DOS.
2. Enter To DOS.
3. Enter the total amount billed on your claim.

Tip: All entries (e.g., provider, patient, claim) must match the information submitted on your claim exactly. If you have entered any of the information incorrectly, you will receive the following message from Sage stating the assistance was unable to find your claim and that the information entered does not match our records.

Sage will give you an opportunity to recheck and correct your entries, if you need to correct your entries click “Yes” and you will be returned to the Prechat Survey.

If you successfully enter all the required information, Sage will return the following response:

• You will receive a message from Sage with your Inquiry ID
• Sage will tell you a claim was found and will reflect all the information you entered into the Prechat Survey
• The status of your request will be reflected:
  • Claim Number (DCN)
  • From DOS
  • To DOS
  • Status of Claim
  • Billed Amount
  • Remit Number
  • Paid Amount
  • Remit Date

Claim status will be reflected by one of these four types:

1. Paid
2. Denied
3. Rejected
4. Processing (no payment or remittance information will be reflected)

Sage will give you an opportunity to connect with a live agent if you have question regarding the information returned on your claim.

Please note:

• If your claim has been paid or denied and you need assistance with your claim, please click “Yes” to discuss your claim with the agent 
• If your claim has been processing in excess of 30 or more days and you need assistance with your claim, please click “Yes” to discuss your claim with the agent 
• If your claim reflects rejected or return to provider, please check your remittance for the associated Claim Adjustment Reason Codes (CARC)/Remittance Advice Remark Codes (RARC) 
• If Sage is unable to locate your claim, please check to ensure your entries in the Prechat Survey are correct 
  • If you determine your Prechat Survey entries are correct, please take time to research your claim submission information further to establish the validity of the information and that your claim was accepted for processing
  • An agent will not be able to provide you with any additional information if your claim was not located by Sage

Palmetto GBA would like to invite you to revisit Sage once your claim research is completed.