The fact that providers are told to call Provider Service Center for support, yet in my years with the company I have yet to hear any provider that ever got meaningful help from the foreign call centers we contract out to for this purpose.. no answering, hold times in excess of an hour or more then to be told that they can't help... CVS is blowing it and it's no wonder our own network hates us..
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Smoke and mirrors!
Kind of sounds like what we get when we call IT.