Bill Forgiveness for Infusion Therapy?

I might have to bite the bullet and call the provider and/or insurance company but I figured I'd start here before I spend hours on the phone again.

I receive 2 infusions 2 times a year. I have a high deductible plan (Independent Health) and because the infusions are so pricey I meet my out of pocket max after my first round of infusions.

I started the infusions around 5-6 years ago and my balance has always been forgiven by the end of the year. I pay small amounts towards the $2500ish balance throughout the year but the majority of it "disappears" some time in the 4th quarter of the year.

I've asked the providers billing department as well as my insurance company about it. No one knew how or why it was happening. Probably spent a couple hours trying to get an answer and make sure it wasn't sent to collections (I've had my credit run a couple times in the past 18 months so I know it isn't affecting me negatively). After many transfers and "let me ask my supervisor" convos I was able to get some clarity a couple years ago but have since lost the paper I scribbled my notes on. When I asked the billing department about this last year, they said that in the system it looked like it had been sent to collections and that if they pursued it in the system then whatever happened might get undone and I'd be responsible for the balance. I don't know if that makes sense to anyone here or not haha.

Does anyone have any insight as to how/why this might be happening? I'm extremely greatful for the financial assistance (or whatever it is) but I'm just not sure why its happening. Getting an answer from the billing department or my insurance company hasn't been the easiest of tasks. Are there key words I should use when asking about this? I'm in NY, if that is at all helpful.

ETA- 34yo, 14210, income is around $60,000 but idk what is on file with my provider or insurance.

submitted by /u/amslaz
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