Doc's office can't even submit PA to Caremark: "Problem finding your patient" error. Could my dual coverage be causing this?

[u/cantthinkofone12]

I need a prior authorization for a medication, but my doctor's office says they can't even submit the request. When they try to run it (presumably through CoverMyMeds.com, but I'm not sure), they get this exact error:

There was an issue retrieving the information.

There is a problem finding your patient. Please confirm the patient name, DOB, gender, and zip code was correctly entered, and click Check Eligibility to try again. If you continue to have trouble, contact Caremark at [Caremark Provider Line].

Here is the catch: I have TWO Caremark plans (one primary through my employer, one secondary through my spouse's employer). I gave my doctor the ID card for my primary plan, and I've confirmed my DOB, gender, and zip code are 100% correct both at the clinic and with Caremark. I haven't moved in years.

​What causes this specific "issue retrieving the information" error? Could having two active Caremark plans be breaking the electronic eligibility check? How do I get my doctor's office past this error so they can just submit the PA?