Wow, I must be lucky. When they tell me a 'policy' I always ask if they could point out to me where I can find that in writing. I always say "The doctor is not going to be happy, and I need to make sure I understand it completely so that I can explain it to him." Always works. I make sure I got the CMS website up, and their website too, and say "Can you tell me exactly where to click to find that?" In fact, last time I pulled this, the girl helped me find the policy, and we found that she was wrong! That was a sweet moment, I'm still savoring it!
Michele