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For members who are hearing impaired, call the toll-free AT&T Relay Service at 1-800-855-2880.Amerigroup will set up and pay for you to have a person who knows sign language help you during yourdoctor visits. Please let us know if you need an interpreter at least 24 hours before your appointment.Amerigroup 24-Hour Nurse HelpLineYou can call our 24-hour Nurse HelpLine at 1-800-600-4441 if you need advice on:How soon you need to get care for an illnessWhat kind of health care is neededWhat to do to take care of yourself before you see the doctorHow you can get the care that is neededWe want you to be happy with all the services you get from the Amerigroup network of doctors andhospitals. Please call Member Services if you have any problems. We want to help you correct anyproblems you may have with your care.Other Important Phone NumbersIf you have an emergency, call 911 or go to the nearest hospital emergency room right awayIf you want information about enrollment or disenrollment, you can call the Medicaid OptionsHotline at 1-888-367-6554The Department of Children and Families (DCF) Automated ACCESS Information and Customer CallCenter number is 1-866-762-2237The Subscriber Assistance Program number is 1-850-412-4502, and the statewide Consumer CallCenter number is 1-888-419-3456 (toll free)If you would like to contact your Area Medicaid Office: For Citrus, Hernando, Lake, Marion and Sumter counties, call 1-877-724-2358 For Pasco and Pinellas counties, call 1-800-299-4844 For Hardee, Highlands, Hillsborough, Manatee and Polk counties, call 1-800-226-2316 For Orange, Osceola, Seminole, and Brevard counties, call 1-877-254-1055 For Charlotte, Collier, DeSoto, Glades, Hendry, and Sarasota counties, call 1-800-226-6735 For Indian River, Martin, Okeechobee and St. Lucie counties, call 1-800-226-5082 For Broward County, call 1-866-875-9131 For Dade and Monroe counties, call 1-800-953-0555 For Baker, Clay, Duval, Flagler, Nassau, St. Johns and Volusia counties, call 1-800-273-5880If you need a ride to a covered medical or dental appointment, please see the section How To GetTo A Doctor’s Appointment Or To The Hospital for the phone number for your countyIf you need behavioral health care, please call Member Services at 1-800-600-4441If you need eye care, call CompBenefits toll free at 1-800-491-9222If you need hearing care, call HEARx toll free at 1-800-698-6767If you would like information about our Disease Management programs, please call 1-800-600-4441and ask to speak with a Disease Management care managerYour Amerigroup Member HandbookThis handbook will help you understand your health plan. If you have questions, or need helpunderstanding or reading your member handbook, call Member Services. Amerigroup also has themember handbook in a large print version, an audio taped version and a Braille version. The other sideof this handbook is in Spanish.B-FLMHB-0002-11FL Medicaid 01.11 ENGPage 7

Your Identification Cards (ID Cards)Each Medicaid-eligible member has a plastic Gold card as ID from the Department of Children andFamilies (DCF) office. To learn more about the Gold card, please get in touch with your area’s DCF office.You will also get an Amerigroup ID card. If you do not have your ID card yet, you will get it soon. Pleasecarry your Amerigroup ID card and your Gold card with you at all times. The card tells doctors andhospitals that you are a member of our health plan and who your PCP is. It also tells them that we willpay for the medically needed benefits listed in the section Amerigroup Covered Services.Your Amerigroup ID card has your PCP’s name and phone number on it. The date you became a memberis also shown. Your ID card lists many of the important phone numbers you need to know, like ourMember Services department and Nurse HelpLine. It also has the phone numbers for you to call to getdental, vision, hearing and behavioral health care. If your Amerigroup ID card is lost or stolen, call usright away at 1-800-600-4441. We will send you a new one.YOUR DOCTORSPicking a Primary Care PhysicianAll Amerigroup members must have a family doctor, also called a Primary Care Physician (PCP). Your PCPmust be in the Amerigroup network. Your PCP will give you a medical home. That means he or she willget to know you and your health history and be able to help you get quality care. Your PCP will give youall of the basic health services you need. He or she will also send you to other doctors or hospitals whenyou need special care. When you enrolled in Amerigroup Community Care, you should have picked aPCP. If you did not, we assigned one to you. We picked one who should be close by you. This doctor’sname and phone number are on your Amerigroup ID card.If we assigned a PCP to you, you can pick another one. Just look in the provider directory that came withyour enrollment package. We can also help you pick a doctor. Call Member Services for help. If you arealready seeing a doctor, you can look in the provider directory to see if that doctor is in our network. Ifso, you can tell us you want to keep that doctor.PCPs can be any of the following, as long as they are in the Amerigroup network:General PractitionersFamily ynecologists (OB/GYNs) (for women when they are pregnant)Advanced Registered Nurse PractitionersPhysician AssistantsA household may choose the same PCP for all household members enrolled with AmerigroupCommunity Care. They can also choose a different PCP based on each member’s needs.B-FLMHB-0002-11FL Medicaid 01.11 ENGPage 8

Second Medical OpinionAmerigroup members have the right to ask for a second opinion about the use of any covered health careservices. You can get a second opinion from a network provider or a non-network provider (if a networkprovider is not available). Ask your PCP to submit a request for you to have a second opinion. If a non-networkdoctor gives a second medical opinion, the member may have to pay up to 40 percent of the payment.Once approved, your PCP will let you know the date and time of the appointment. Your PCP will alsosend copies of all related records to the doctor who will provide the second opinion. Your PCP will letyou and Amerigroup know the outcome of the second opinion.If You Had a Different Doctor Before You Joined AmerigroupYou may have been seeing a doctor who is not in our network for an illness or injury before you joinedAmerigroup Community Care. In some cases, you may be able to keep seeing this doctor for care whileyou pick a new doctor. Please call Member Services to find out more about this. We will make a plan withyou and your doctor so we all know when you need to start seeing your new Amerigroup network doctor.If Your PCP’s Office Moves, Closes or Leaves the Amerigroup NetworkYour PCP’s office may move, close or leave the Amerigroup network. If this happens, we will call or sendyou a letter to tell you about this. In some cases, you may be able to keep seeing this PCP for care for upto six months if you are in a course of treatment. Please call Member Services for more informationabout this. Amerigroup will make a plan with you and your PCP so we all know when you need to startseeing your new Amerigroup network PCP. We can also help you pick a new PCP. Call Member Servicesfor help. Once you have picked a new PCP, we will send you a new ID card within 10 working days.How to Change Your PCPIf you need to change your PCP, you may pick another PCP from the network. Just look in theAmerigroup provider directory that came with your enrollment package. You can also find the providerdirectory online at www.myamerigroup.com. Amerigroup can also help you pick a doctor. Call MemberServices at 1-800-600-4441. We can change your PCP on the same day you ask for the change. Thechange will be effective immediately.You can also change your PCP online at www.myamerigroup.com.Call the doctor’s office if you want to make an appointment. If you need help, call Member Services. Wewill help you make the appointment.If Your PCP Asks for You to Be Changed to Another PCPYour PCP may ask for you to be changed to another PCP. Your doctor may do this if:Your doctor does not have the right experience to treat youThe assignment to your doctor was made in error (like an adult assigned to a child’s doctor)You fail to keep your appointmentsYou do not follow his or her medical advice over and over againYour doctor agrees that a change is best for youB-FLMHB-0002-11FL Medicaid 01.11 ENGPage 9

If You Want to Go to a Doctor Who Is Not Your PCPIf you want to go to a doctor who is not your PCP, please talk to your PCP first. In most cases, your PCPneeds to give you a referral so you can see another doctor. This is done when your PCP cannot give youthe care you need. Please read the section Specialists to learn more about referrals. If you go to a doctorthat your PCP has not referred you to, the care you receive may not be covered by Amerigroup.Picking an OB/GYNFemale members can see an Amerigroup network obstetrician and/or gynecologist (OB/GYN) forOB/GYN health needs. These services include well-woman visits, prenatal care, care for any femalemedical condition, family planning and referral to a special doctor within the network. You do not needa referral from your PCP to see your OB/GYN. If you do not want to go to an OB/GYN, your PCP may beable to treat you for your OB/GYN health needs. Ask your PCP if he or she can give you OB/GYN care. Ifnot, you will need to see an OB/GYN. You will find a list of network OB/GYNs in the Amerigroup providerdirectory that came with your enrollment package. You can also find the provider directory online atwww.myamerigroup.com.While you are pregnant, your OB/GYN can become your PCP. The nurses on our 24-hour Nurse HelpLinecan help you decide if you should see your PCP or an OB/GYN. If you need help picking an OB/GYN, callMember Services.SpecialistsYour PCP can take care of most of your health care needs, but you may also need care from other kindsof doctors. Amerigroup offers services from many different kinds of doctors who provide

If you think you are pregnant, call your PCP or OB/GYN right away. This can help you have a healthy baby. If you have any questions or need help making an appointment with your PCP or OB/GYN, please call Amerigroup Community Care Member Services at 1-800-600-4441. ALERT! Keep the Right Care. Do Not Lose Your Health care Benefits — Recertify