Go back to the CPT guidelines at the beginning of the 99421-99423 section. Read the description, does it meet the definition/guidelines? Did it take 11-20 minutes? Was the time documented? What was documented? If the answer is no, it is not reported.
Key points (there are more requirements):
Patient-initiated
Requires Physician or QHP evaluation, assessment, and management of patient.
Not for nonevaluative communication of test results, appointment scheduling, or other communication that does not include E/M.
Established patient.
Cumulative over a 7 day period.
Requires permanent documentation and storage of encounter.
Time must be documented.
Do not report for less than 5 minutes time.
There are multiple parenthetical notes with these codes and other requirements.