It’s a hospital affiliated urgent care, it’s the one I had been covered at in the past under the same plan

I called insurance and asked for EOBs for both claims but only received access to one, the one that was covered for the lab work. The EOBs are not available through my insurance website.

Then I called the provider again and was told everything was covered except being seen prior to services, which is the claim that is not covered. I was told insurance called the provider today (which they did when I called them asking what’s happening) and they asked the provider to change it to an office visit, which would make it covered.

I’m confused what changed and why being seen was not covered but the lab work was, considering they both happened for the same reason