Appendix A: Exceptions:

Field	Description
Actual Hours more than Scheduled Hours	The calculated amount of time between the visit's call in and call out is more than the scheduled duration of the visit. This exception is resolved by updating the Adjusted In and Adjusted Out fields on the Visit Details screen fields to match the scheduled times. Adjusting Call Times Instructions
Billing Hours less than Scheduled Hours	The total amount of time billed for the visit is less than amount of time scheduled for the visit. This exception can be resolved by updating the bill hours to match the scheduled hours: Adjusting Bill Hours
Client Eligibility	The service entered for the visit was not included in the client's authorization. This exception is resolved by updating the service for the visit. Changing or Updating Service Instructions.
Client Signature Exception	A written signature for the visit was not provided by the client. This exception only applies to visits performed using Sandata Mobile Connect. This exception is resolved by acknowledging it. Acknowledging Exceptions Instructions.
Client Speaker Verification Bypassed	The client did not verify the visit information. This exception is resolved by acknowledging it.
Client Speaker Verification Exception	The client did not provide a voice signature for the visit. This exception is resolved by acknowledging it. Acknowledging Exceptions Instructions.
Early Out Call	The call out was received before the visit's scheduled end time. This exception is resolved by updating the Adjusted Out time to match the schedule's end time. Adjusting Call Times Instructions.
Employee Replacement	The employee who performed the visit is different from the employee who was originally scheduled to perform the visit. This exception is resolved by acknowledging it. Acknowledging Exceptions Instructions.
Employee Speaker Verification Exception	The employee’s voice did not match the voice on record. This exception is resolved by acknowledging it. Acknowledging Exceptions Instructions.
Extraneous Calls	Additional calls were received between the call in and the call out. Depending on configuration, this exception is resolved by being acknowledged (Acknowledging Exceptions Instructions) or by merging the extraneous calls using the Merge Calls tab of the Visit Details screen (Merge Calls Instructions). If your EVV system does not have the Merge Calls tab, you cannot merge calls.
GPS Distance Exception	The GPS coordinates for the call in or call out of the visit are too far from the client's address, based on a configurable limit. This exception is resolved by acknowledging it. Acknowledging Exceptions Instructions.
Invalid Contract / Payer (Third Party Interface Only)	The service selected for the visit was not valid based on payer or program rules. This exception must be resolved in the third party system.
Late In-Call	The call in was received after the scheduled start time of the visit. This exception is resolved by updating the Adjusted In field on the Visit Details screen. Adjusting Call Times Instructions.
Location Required	A location was not entered for the visit. This exception is resolved by updating the Location field on the visit details screen.
Missing Critical Tasks	Required critical tasks were not entered for the visit. This exception is resolved by adding missing tasks. Manually Adding and Removing Tasks Instructions.
Missing Service	A service was not entered during the visit. This exception is resolved by updating the service for the visit. Changing or Updating Service Instructions.
Missing Tasks	Required tasks were not entered for the visit. This exception is resolved by updating the tasks on the Visit Details screen. Changing or Updating Tasks Instructions.
No Show Exception	An employee did not call in for a scheduled visit. This exception is fixed by acknowledging it. Acknowledging Exceptions Instructions.
Pay Hours greater than Maximum Allowed Hours	The total amount of time paid for the visit is more than the maximum payable time allowed by the authorization. This exception is resolved by updating the Pay Hours fields on the Visit Details Screen.
Payroll Hours less than Scheduled Hours	The payroll hours are less than the visit's scheduled hours. This exception is resolved by updating the Payroll Hours field on the Visit Details screen.
Service Verification Exception	The client did not confirm the selected service. This exception is resolved by acknowledging it. Acknowledging Exceptions Instructions
Short Visit	The length of the visit is less than the total scheduled length of the visit.  This exception is resolved by updating the Adjusted In and Adjusted Out fields on the Visit Details screen fields to match the scheduled times. Adjusting Call Times Exceptions
Task Mileage Exception	The mileage entered for the visit does not match the mileage that was calculated. This exception is resolved by acknowledging it. Acknowledging Exceptions Instructions
Time Entered in Tasks Exceeds Payroll Hours	The total entered time for tasks is greater than the payroll hours for the visit. This exception is resolved by acknowledging it. Acknowledging Exceptions Instructions
Time Entered in Tasks less than Scheduled Hours	The total entered time for tasks is less than the scheduled hours for the visit. Acknowledging Exceptions Instructions
Unauthorized Service	The employee selected a service for the visit that does not match a service the client is authorized to receive. This exception is resolved by updating the service on the Visit Details screen. Changing or Updating Service Instructions
Unknown Clients	The client for the visit could not be matched to a known client in the system. This exception is resolved by updating the client on the Visit Details screen. Updating a Client Instructions
Unknown Employees	The Santrax ID entered on the phone during a TVV visit does not match to a known employee in the system. This exception is resolved by updating the employee on the Visit Details screen. Updating an Employee Instructions
Unmatched Billing and Payroll Hours	The total amount of hours billed for the visit does not match the visit’s total amount of payroll hours. This exception is resolved by updating the Bill hours field on the Visit Details screen.
Unmatched Billing and Scheduled Hours	The total amount of time billed does not match the total amount of time scheduled for the visit. (Fix. General tab. Update Field Bill Hours)
Unmatched Client ID/Phone	The Client ID was entered on a TVV call placed from a number not associated with that client. This exception is resolved by acknowledging it. Acknowledging Exceptions Instructions
Unmatched Payroll and Scheduled Hours	The total amount of time paid for the visit does not match the total amount of time scheduled for the visit. (Fix. General tab Payroll Hours field)
Unscheduled Visits	The call-in or call-out that was received for the visit that does not match to a schedule. This exception is resolved by acknowledging it. Acknowledging Exceptions Instructions
Visit Verification Exception	The client did not verify the visit information. This exception is resolved by acknowledging it. Acknowledging Exceptions Instructions
Visits without Any Calls	No calls were made for a scheduled visit. This exception is resolved by manually creating calls using the Call Log tab of the Visit Details screen. Manually Adding Calls Instructions
Visits without In-Calls	A call in was not received for the visit.This exception is resolved by manually creating calls using the Call Log tab of the Visit Details screen. Manually Adding Calls Instructions
Visits without Out-Calls	A call out was not received for the visit.This exception is resolved by manually creating calls using the Call Log tab of the Visit Details screen. Manually Adding Calls Instructions

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